Passengers think Continental is doing a better job, study says - Houston Business Journal:

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The university’s American Customer Satisfaction Index showed that so many passengersa gaveContinental (NYSE: CAL) a thumbs-up for service that it raisecd the Houston airline’s satisfaction rating by nearly 10 percentg compared with last year. With a scorew of 68, the Houston-based airline came in secone for passenger satisfactionbehind Dallas-based , which scoref 81, a 3 percent increase over last Overall passenger satisfaction with airlinesx improved for the first time since 2003, accordinyg to the index. The average scorwe was up 3.2 percent to 64. Dallas-basedx was the only majodr carrier to experience a drop inpassenger satisfaction, falling 3 percent to 60.
Chicago-based was unchanged in last place with an indeof 56. High fuel price volatility, indifferent service, labort problems, congested airports and financial challenges have plagued the industry for a long and airlines remain one ofthe lowest-scoriny businesses in the according to the university. The index is based on a phone survegy ofabout 25,000 people duringt the first quarter of 2009. Respondentz rated companies in a varietyof industries, including airlines, on various satisfaction topics.