In a report that should surprise no one, customer satisfaction with airlines remains low. That’s according to the American Customer Satisfaction Index (ACSI), who surveys roughly 70,000 customers about the various products and services they use.

What is interesting to note is that most passengers are generally pleased with the check-in process and booking, but rate in-flight service and lack of seat comfort as major factors to the dismal rating. Over-all, the airline industry scores 69 on the ACSI’s 100-point scale and remain among the lowest-scoring categories in the Index, beating only subscription TV service, social media and internet service providers.

JetBlue remains the highest-scoring airline with an ACSI rating of 79 barely edging out Southwest which came in at 78. Delta jumped up 4% from last year to increase to 71. US Airways and American Airlines also saw small gains and ended up tied at 66.

United has the dubious distinction of posting the lowest score among the major carriers , dropping 3% from last year to post a 60 with 30% of their passengers giving an ACSI score below 50. The report concluded that “the acquisition of Continental appears to play a role here—frequent and continual problems with reservations and refunds three years after the merger are problematic.”

“We’ve seen time and time again the negative impact mergers have on customer satisfaction. American Airlines may also see a slump in satisfaction as it combines operations with US Airways,” said Claes Fornell, ACSI chairman and founder through the ACSI website. “Southwest led the industry for 17 years until it merged with AirTran in 2011 and Delta is just now recovering from its 2008 merger with Northwest.”