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Fee-Crazy Airlines Losing Customer Satisfaction Points

Customer satisfaction with the airline industry took a dip in J.D. Power and Associates’ 2012 North America Airline Satisfaction study after two consecutive years of improvement. The drop was not a large one; overall, passenger satisfaction dropped to 681 index points on a 1,000-point scale. In 2011, the score was 683. Even though satisfaction declined, it was still higher than levels in 2008, when passengers were feeling particularly sour towards carriers, said Jessica McGregor, senior manager of global travel and hospitality for J.D. Power.

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