According to San Francisco-based UserTesting, air carrier websites scored lowest in “delighting” their customers, “the lowest-scoring, most elusive factor… given that travelers expected straightforward information about flights, arrival times, and pricing – expectations that went unfulfilled.” Seven out of ten airlines scored lower in “Delight” than all other attributes, with the cost of checking bags especially displeasing consumers, UserTesting reported. “While some airlines lacked transparency and consistency around baggage fees, others had baggage fees hidden away on a separate page, which required travelers to navigate away from their flight search results page and even lose their search results,” it said. Get the full story at Travel Market Report