According to a recent survey of US based airlines, American Airlines
has ranked last in customer service in the MiddleSeat Analysis of major
US carriers. The survey which incorporates customer concerns such as
on-time arrivals, baggage loss and canceled flights, is a barometer of the US airline industry's efforts to give customer satisfaction.
Alaska Airlines, which is the smallest among the top 7 large US carriers, ranked No.1 in customer satisfaction. Some of the factors which brought down American Airlines included natural disasters such as a hail storm in Miami which downed 50 planes but an ageing fleet and mechanical problems were the root cause of flight delay which severely impacted customer satisfaction.
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