Published: Wed, April 12, 2017
Business | By Patricia Jimenez

US airlines show improvement in annual study

US airlines show improvement in annual study

The annual Airline Quality Rating Report will be released today. While Alaska moved from fifth to first, Virgin America dropped to third from first place, Bowen noted.

Not only does the report hold airlines to the fire but it can help consumers make more informed decisions when planning their next trip. Spirit, which sits 11 out of 12 airlines in the ranking, nevertheless had the largest jump in its score.

"Beginning last spring, Spirit initiated a number of programs that have led to major improvements in on-time performance and a 64 percent reduction in complaints year over year", Berry said.

While customer service complaints overall decreased slightly last year, there have been better years, said Dean Headley, a marketing professor at Wichita State University and co-author of the report, who added that there is much area for improvement.

"In November, we posted our best operating month since the merger with US Airways, and that performance has continued in to 2017, clear evidence we are getting better every day, and are on the right trajectory", said American Airlines spokesman Ross Feinstein in an emailed statement Monday.

Among those, Alaska had the highest quality rating.

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In 2016, the airline industry mishandled baggage rate decreased from 3.24 per 1,000 passengers in 2015 to 2.70 per 1,000 passengers. Also at the website is a new feature where passengers can provide information and comments about their personal flying experiences via the 2017 Airline Passenger Survey.

"The most improved airline is Spirit, which it needs to be".

The rate at which passengers were involuntarily prevented from boarding flights - typically because the flight is oversold - dropped from.76 per 10,000 to.62 per 10,000. The ultra-low-cost carrier improved in all four key metrics, including a leap in its on-time rate from 69% to 74.3% percent. JetBlue suffered the biggest decline, due in large part to a substantial increase in its percentage of involuntary denied boardings.

And consumer complaints across the industry declined to 1.52 per 100,000 passengers previous year, down from 1.90 in 2015.

"Improvement in industry performance in all of areas in the ratings is a positive sign for consumers and airlines alike", the study said. Seven of the 12 airlines improved in all four categories, including rate of involuntary denied boardings.

Virgin America had the best baggage handling rate (1.03 mishandled bags per 1,000 passengers) of all airlines, and ExpressJet had the worst baggage handling rate (4.31 mishandled bags per 1,000 passengers). Airlines boast when they win.

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