2013 Airline Quality Rating Report


The annual report shares some interesting ratings on all the US based airlines.  The first thing I read was that Delta had more pets die on its planes than any other.  Not that I ever travel with a pet, but interesting statistic just the same.  I just had to share that tidbit.  Ranked in order of timely arrivals, baggage handling, overbooked flights, denied boarding, and customer service are:

  1. Virgin America
  2. Jet Blue
  3. AirTran
  4. Delta
  5. Hawaiian Air
  6. Alaska Air
  7. Frontier
  8. Southwest
  9. US Air
  10. American
  11. American Eagle
  12. SkyWest
  13. Express Jet
  14. United Airlines

Here are some passenger oriented key points:

  • Virgin America comes out on top in terms of timely arrivals, baggage handling and customer service.  83.5% of all flights arrived on time (industry average is 81.8%)
  • The second-ranked airline in terms of overall quality was Jet Blue, which posted better than average performance in terms of on-time arrivals, mishandled bags and customer complaints.
  • In last place, United Airlines, came in well below average in all categories; 77.4% on-time arrivals, 1.83 denied boardings per 1,000 passengers, 3.87 mishandled bags per 1,000 passengers, and 4.24 customer complaints per 1,000 passengers.  Wow, sorry for you all who fly United.
  • Hawaiian Airlines has the best on-time performance of all the airlines in the report, at 93.4%.
  • American Airlines had the worst, at 76.9%.
  • United had the most customer complaints of any airline.

I wish I had more opportunity to fly Hawaiian Air!  You can find this report at Forbes.com and on most airline websites.

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