Overview
- ACSI’s 2026 Travel Study, based on 14,910 surveys from April 2025 to March 2026, reports higher satisfaction across airlines, lodging, car rentals, rideshare, and online travel agencies.
- Airlines gained 3% to a score of 76, with Delta leading at 79 and Southwest down to 77 after reported drops in crew and gate courtesy and call center service tied to recent policy changes.
- Free in‑flight Wi‑Fi linked to loyalty programs and clearer delay and cancellation updates drove outsize gains, with Wi‑Fi ratings up 20% and flight information up 15% year over year.
- Low-cost carriers split, as Frontier improved to 69 and Spirit fell to 66, the lowest airline score, reflecting ongoing operational and reputational strains.
- Beyond airlines, car rentals rose to 76 with Alamo and Avis at 79 and Budget and Dollar trailing, Lyft and Uber tied at 76 after safety and AI service fixes, and OTAs saw Tripadvisor tie Booking.com at 77 as satisfaction rose among customers under 42.