For the first time in several years, according to a University of Michigan survey, passengers were increasingly satisfied with airlines despite rising luggage fees and other charges. Claes Fornell, founder of the American Customer Satisfaction Index, said the improved sentiment is related to fewer passengers. "It certainly looks like most of these increases, if not all, are due to lower passenger load," Fornell said. Fewer passengers "means more seat availability, shorter lines, more on-time arrival, fewer lost bags, and all that probably adds up to a slightly higher level of satisfaction."
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