While Hotels Hit Worst Mark in More Than a Decade, Customer Satisfaction with Airlines Soars

According to the American Customer Satisfaction Index Travel Report 2020-2021, only airlines keep customer satisfaction moving in a positive direction. The car rental industry holds steady, yet guest satisfaction for hotels heads south, as almost every major chain experiences ACSI losses. Satisfaction with online travel agencies sinks to an all-time low.

January 2021 U.S. Airline Traffic Data

U.S. airlines carried 30.8 million systemwide (domestic and international) scheduled service passengers in January 2021, seasonally adjusted, according to the Bureau of Transportation Statistics’ (BTS), down 0.9% from December.