Survey: Air travelers dissatisfied with service, fees

June 21, 2011

The survey finds overall satisfaction among airline passengers is down nearly 2 percent. Poor service and extra fees are the main reasons.

Delta ranked the lowest among major air carriers.

Southwest Airlines scored the highest. Unlike other major carriers, Southwest does not charge for a second checked bag.

Continental dropped in the rankings. The survey blames its merger with United Airlines, even though satisfaction among United Airlines customers improved.

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