Fliers say airlines' service has gotten better

— -- Despite extra fees for everything from luggage to lunch, passenger satisfaction with airlines went up for the first time in six years, according to a consumer survey released Tuesday.

The airline business scored 64 out of 100 in the first quarter of this year, a 3.2% increase over the same period a year ago, according to the American Customer Satisfaction Index, which randomly surveyed thousands of consumers across the U.S. Major carriers saw improved scores, or at least no decline.

But don't uncork the champagne just yet.

Airlines were still among the lowest-scoring businesses in the index, which measured customer satisfaction with the products or services of hotels, restaurants and 14 other sectors. Full-service restaurants scored highest at 84. Airlines scored far below their own index high of 72, achieved in 1994.

"It certainly looks like most of these increases, if not all, are due to lower passenger load," says Claes Fornell, professor of business at the University of Michigan and index founder, noting that the recession has kept many Americans from traveling.

The lower number of 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."

Besides low fares, Fornell says, Southwest is "on top when it comes to delivering passengers to their destination in time and often with their luggage. ... These are basics, and they do it well." Southwest spokeswoman Beth Harbin says, "When a lot of airlines are cutting back, it is very heartening to find that the type of service we deliver is still resonating and that people do appreciate it."