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NEW YORK (
MainStreet) -- No industry has seen its approval ratings hurt more since the recession ended than the airlines, a survey shows.
Just 50% of Americans feel airlines do a good job of serving customers, while 43% feel airlines do a bad job, according to the latest survey of consumer feedback by
Harris Interactive. The spread between approval and disapproval of airlines is up by 27% since 2009, marking the steepest decline of the more than 20 industries consumers were asked to rate.
New fees, flight delays and security measures have done serious damage to the airline industry's reputation.
While Harris's survey of nearly 2,000 people didn't ask respondents to explain their reasoning, it's certainly not hard to see why airlines are losing fans. In the past two years alone, airlines have introduced fees for everything from
printing boarding passes to scoring
more legroom. New
security measures make it more aggravating just to get on the flight and there have been
multiple incidents where passengers have been kicked off flights for questionable reasons.
All of this seems to have done more damage to the industry's reputation than even a
massive oil spill did to the oil industry's reputation. Yes, far more consumers disapprove of oil companies than approve of them, with 64% saying these companies do a bad job of serving customers, but the spread between approval and disapproval has dropped by only five percentage points in the past two years, a fraction of the hit airlines have taken.
The reputation of car companies, on the other hand, has enjoyed a big boost in recent years. Some 69% of those surveyed said car manufacturers are doing a good job serving customers, while just 27% rated these manufacturers as doing a bad job. Two years ago, the percentage of people who liked car manufacturers was only 6% higher than those who didn't.
Either car companies have become much better at serving Americans, or industries such as airlines have lowered the bar so much with their bad service that consumers feel more appreciative of the service provided by car manufacturers. It's probably it's a little bit of both.
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