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U.S. airlines, already taking a beating in surveys of customers, took another hit last week when a guest-satisfaction poll by a California market research company gave them their lowest ratings in four years.

"The drop in passenger satisfaction reveals unprecedented angst ... caused, in part, by disenchanted employees, increasing fuel costs, bankruptcy and new record levels of lost, delayed and damaged luggage," said Jonathan Barsky, chairman of Market Metrix, www.marketmetrix.com, in San Rafael, Calif.

Barsky's quarterly survey, called the Market Metrix Hospitality Index, is based on interviews with 35,000 customers. The latest results were from the first quarter.

Especially dismal were scores for passengers' emotional experiences, he said.

Among the 14 airlines in the survey, JetBlue and Midwest Airlines ranked No. 1 and 2, respectively, even though they showed the biggest declines over the last survey. US Airways was at the bottom of the overall ratings. United Airlines, the No. 1 carrier at LAX, ranked third from the bottom, just above American Airlines. The top seven spots were all claimed by low-cost carriers.

Hotels, despite raising room rates over the last two years, fared better in the Market Metrix poll, with their best scores in three years. Barsky attributed the good vibes to increased investment in staffing, services and amenities by the companies.

The top ratings for hotel brands went to Ritz-Carlton in the luxury category and, on the opposite end, to Microtel Inns & Suites in the economy category.