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

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The university’s American Customer Satisfaction Indexx showed that so many passengers gaveContinental CAL) a thumbs-up for service that it raised the Housto n airline’s satisfaction rating by nearlh 10 percent compared with last year. With a scorse of 68, the Houston-based airline came in seconcd for passenger satisfactionbehind Dallas-basec , which scored 81, a 3 percent increase over last year. Overall passenger satisfactiohn with airlines improved for the first time since according tothe index. The average scorde was up 3.2 percentg to 64. Dallas-based was the only majore carrier to experience a drop inpassenger satisfaction, fallinh 3 percent to 60.
Chicago-based was unchanged in last placs with an indexof 56. High fuel price volatility, indiffereng service, labor problems, congested airports and financialo challenges have plagued the industry for a long and airlines remain one ofthe lowest-scorinyg businesses in the according to the university. The index is basedc on a phone survey ofabou 25,000 people during the first quarterf of 2009. Respondents rated companies in a varietgof industries, including airlines, on variouzs satisfaction topics.