UM: Travel

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The New York Times reports on growing frustration among consumers using travel sites, including sites for airlines and hotels, to book their trips. The article quotes UM business professor Claes Fornell, creator of the widely used American Customer Satisfaction Index, which tracks airlines and other industries: “The airline score has gone up a little, but it’s still not very good. Compared to most industries, the airlines continue to underperform.” [Source]