Blake Morgan

Customer Experience Keynote Speaker & Futurist

Airline Customer Satisfaction Improving, ACSI Data Show with Forrest Morgeson

Airline Customer Satisfaction Improving, ACSI Data Show

  

Airlines operate in one of the most complex customer experience environments in the world. From booking a flight to arriving at a destination, every touchpoint shapes customer perceptions—and new ACSI research shows satisfaction is moving in the right direction.

This week on The Modern Customer Podcast, returning guest Forrest Morgeson, Director of Research Emeritus at the American Customer Satisfaction Index (ACSI), joins me to break down the latest ACSI Travel Study and the factors driving improvements in airline customer satisfaction.

The research found airline customer satisfaction increased 3% year over year, marking one of the strongest gains across the travel sector. Forrest explains how improvements in digital experiences, including mobile apps, reservations, in-flight connectivity, and access to information, are helping airlines reduce friction and improve the customer journey.

We also explore why loyalty programs continue to influence customer perceptions, how business and leisure travelers evaluate airlines differently, and why employee experience may have a greater impact on customer satisfaction than many organizations realize.

For customer experience leaders, the findings reinforce an important lesson: meaningful improvements in customer satisfaction often come from getting many small moments right across the customer journey.

Key Highlights From Our Conversation

  • Customer satisfaction improving as airlines enhance key moments across the travel journey
  • Technology reducing friction through better connectivity, digital tools, and access to information
  • Employee experience influencing customer perceptions through frontline interactions and service culture
  • Loyalty programs influencing customer perceptions and strengthening customer relationships

Listen to the conversation, then explore the full American Customer Satisfaction Index Travel Study 2026 to see the data behind the trends shaping airline customer experience.

Stream now on Apple Podcasts, Spotify or your favorite podcast platform.

Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience including “The Eight Laws of Customer-Focused Leadership.” 

For regular updates on customer experience, sign up for her weekly newsletter here. 

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