The chart and the table illustrate how satisfied customers were with the US airlines and five particular categories of air travel in the years 1999,2000 and 2007.
Overall, the figure for satisfied customers witnessed a moderate increase over the years in question. Moreover, the most significant change in satisfaction level could be seen in the price of tickets.
It is noticeable that the percentage of customers who were satisfied with the airlines in general climbed gradually from 65 percent in 1999 to 72 percent in 2007. Interestingly, the manner of flight attendants contributed the highest for this increase, accounting for 92 percent in the last year mentioned. Moreover, regarding the behavior of gate agents, although this proportion registered the second highest position in all the surveyed years, it remained relatively unchanged with only a slight increase of 1 percent.
After eight years starting from 1999, an 4 percent increase was seen in terms of the satisfaction level of schedules. Similarly, a rise of the same figure could also be seen with the behavior of flight employees. Furthermore, despite of the fact that the comfort of seats was not rated by customers in 1999 and 2000, this aspect made up the lowest proportion in 2007, only contributing 47 percent.