Southwest Airlines Falls From Top of the Leaderboard in Customer Satisfaction

Dallas-based Southwest Airlines fell into a tie for second place in an annual customer satisfaction ranking of airlines, with the results describing the nation's largest domestic carrier as "vulnerable to safety concerns."Southwest led in the American Customer Satisfaction Index ranking a year ago, but was surpassed this year for the top spot by Alaska Air. Alaska benefited from its merger with Virgin America, which the report said expanded its network and lowered its fares.JetBlue also moved up into a tie with Southwest for second best.In the report that gauges traveler preferences, Southwest has been No. 1 or No. 2 since 2012. ACSI's rankings are based on data from interviews with about 300,000 customers from April 2018 through March.  Continue reading...

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