Here’s how
the airlines stack up…
These
airlines had the least and most complaints last year
airlines had the least and most complaints last year
Southwest
Airlines had the lowest percentage of customer complaints in 2013.
Airlines had the lowest percentage of customer complaints in 2013.
When it comes to air travel, surprises happen – some good,
some not so great. An air travel consumer report released Tuesday by the U.S.
Department of Transportation (DOT) gives insight into how domestic airlines
have been doing in the last 12 months. As it turns out – not so bad.
some not so great. An air travel consumer report released Tuesday by the U.S.
Department of Transportation (DOT) gives insight into how domestic airlines
have been doing in the last 12 months. As it turns out – not so bad.
Based
on the report, air travel complaints issued by airline consumers to the DOT’s
Aviation Consumer Protection Division were down 14.1 percent from 2012, with
2013 garnering a total of 13,168 complaints, down from the previous year’s
15,338. So which airlines are getting things right? And which areas are they
excelling in?
on the report, air travel complaints issued by airline consumers to the DOT’s
Aviation Consumer Protection Division were down 14.1 percent from 2012, with
2013 garnering a total of 13,168 complaints, down from the previous year’s
15,338. So which airlines are getting things right? And which areas are they
excelling in?
Topping
the list of fewest complaints for the second year in a row was Southwest
Airlines. On its heels were Alaska Airlines and Delta Airlines. Showing room
for improvement were American Airlines, United Airlines and Frontier Airlines
in slots 14 through 16.
the list of fewest complaints for the second year in a row was Southwest
Airlines. On its heels were Alaska Airlines and Delta Airlines. Showing room
for improvement were American Airlines, United Airlines and Frontier Airlines
in slots 14 through 16.
(Courtesy Department of Transportation)
Despite its 15th position on the DOT report, United spokesman Rahsaan Johnson
noted the airline’s 50% improvement from its DOT approval rating in 2012 and
said internal ratings rose 70%.
“We
spend a great deal of time looking at surveys that come back from customers –
at least 8,000 per day, along with emails and letters, and reports from the
DOT,” he told Yahoo Travel. “We’re very happy that we’re making progress in
meeting customer expectations, getting customers to their destinations and
delivering a pleasant experience. We’re not done, though, and we recognize we’re
not done.”
spend a great deal of time looking at surveys that come back from customers –
at least 8,000 per day, along with emails and letters, and reports from the
DOT,” he told Yahoo Travel. “We’re very happy that we’re making progress in
meeting customer expectations, getting customers to their destinations and
delivering a pleasant experience. We’re not done, though, and we recognize we’re
not done.”
Not
surprisingly, time was one of the most looked-at factors on the DOT survey,
from tarmac delays to arrival times.
surprisingly, time was one of the most looked-at factors on the DOT survey,
from tarmac delays to arrival times.
Which
airlines are consistently on time? Hawaiian Airlines was the top ranked at
93.3% last year, followed by Alaska Airlines at 87.2% and Delta Airlines at
84.5%. The lowest-ranked airlines for arrival times were American Eagle
Airlines at 72.1%, followed by Expressjet at 72.8% and Frontier Airlines at
73.1%.
airlines are consistently on time? Hawaiian Airlines was the top ranked at
93.3% last year, followed by Alaska Airlines at 87.2% and Delta Airlines at
84.5%. The lowest-ranked airlines for arrival times were American Eagle
Airlines at 72.1%, followed by Expressjet at 72.8% and Frontier Airlines at
73.1%.
Southwest Airlines had the fourth-worst ranking
for arrival time (76.7%), and it attributes that to connect times and tightened
turn times made to add flights at more desirable times of the day without
adding aircraft.“Looking back, the changes we made were too
aggressive and impacted our overall performance – putting us behind on on-time
by around 10 minutes,” SWA spokesman Brian Parrish told Yahoo Travel in an
email.
for arrival time (76.7%), and it attributes that to connect times and tightened
turn times made to add flights at more desirable times of the day without
adding aircraft.“Looking back, the changes we made were too
aggressive and impacted our overall performance – putting us behind on on-time
by around 10 minutes,” SWA spokesman Brian Parrish told Yahoo Travel in an
email.
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