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."

Southwest luv came out on top for the 16th year in a row, with a score of 81, its highest ever.

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."

Delta, dal with a score of 64, US Airwayslcc at 59 and Continental cal at 68 rebounded from last year. Their scores improved 6.7% to 9.7%.

American amr was the only major airline to see a dip, dropping 3.2% to a score of 60. United uauahad the lowest score at 56.

American Airlines spokesman Tim Smith says that he had not seen the index, but the company's own customer surveys of everything from cabin cleanliness to the handling of luggage "are showing significant improvements in customer experience."

Fornell noted that a reduction in the number of flights offered by the airlines could erase the slight gains achieved in passenger satisfaction.

The Air Transport Association airline industry trade group has projected that 7% fewer fliers than last year will take to the air in the U.S. from June 1 through Aug. 31. But passengers won't necessarily feel as though they have more breathing room: Many carriers have slashed flights and routes because of reduced demand.