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Think Airline Passengers Are Unhappy With the Service? Think Again

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You probably wouldn't know it from reading the Internet, but most U.S. airline passengers are generally happy with the service they receive, although shrinking seats and lengthening airport security lines could eventually cut into their contentment.

A new survey conducted for Airlines for America, the primary industry trade group, indicated that 80% of people who flew in 2015 were satisfied with the experience, and 35% were very satisfied. Just 5% were somewhat dissatisfied, and 1% were very dissatisfied.

The Ipsos research firm, contracted by A4A, conducted an online survey of 3,019 people, randomly drawn from its research panel. "The air travel experience has typically been defined by anecdotes," A4A economist John Heimlich told reporters on a conference call to discuss the survey, which was released Tuesday.

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Two particularly satisfied groups were composed of people enrolled in the TSA PreCheck program -- 49% of them were very satisfied -- and people enrolled in...


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