For frequent air travelers, good customer service, on-time arrivals, and baggage that arrives intact at destination are always of the utmost importance. But right now, with the combination of the vacation travel boom, airline staff shortages, winter weather delays, and pandemic-related cancellations, choosing an airline that will help travelers avoid or solving any theft-related problem has never been more crucial.
So which airline has the best (and worst) customer service in case you need help rescheduling your flight? Which business is most likely to lose your suitcase? Which airline has the best track record of getting travelers to their destinations on time? And who receives the most customer complaints?
This month, the Upgraded Points team released the results of a study that ranked major U.S. airlines based on four factors: average percentage of arrivals on time, average number of canceled flights, average number of badly handled bags per 1000 bags and the monthly average. complaints for 10,000 passengers. The ratings were determined based on data collected between July 2020 and September 2021 by the Department of Transportation’s Air Travel Reports from the Office of Aviation Consumer Protection. Check the rankings to find out which airlines will give you the best chance of a smooth ride on your next flight.
Arrivals on time
When it comes to delivering customers to their destinations on time, Delta took the top two spots: 91.4% of Delta’s flights arrived on time, while its subsidiary, Endeavor Air, scored 89 , 05%.
At the bottom of the list is Allegiant Air, which recorded a dismal 74.37% rate for on-time arrivals.
Delta and Endeavor also lead for the lowest percentage of canceled flights, with 0.65% and 0.068% respectively.
The airline with the most canceled flights was Hawaiian Airlines, with 5.2% cancellations.
Baggage improperly handled
Do you want to give yourself the best possible chance that your suitcase arrives on time and in good condition? So your best bet is to avoid the US airlines: the airline and its subsidiaries took the top five spots for the amount of lost, damaged, delayed or diverted baggage.
Allegiant Air, Hawaiian Airlines, Southwest Airlines and Frontier Airlines all scored less than 3% for poor baggage handling.
Frontier Airlines received the most customer complaints from July 2020 to September 2021: 0.7% of its customers took the time to file a formal complaint.
Mesa Airlines and SkyWest Airlines have earned their places at the other end of these rankings: just 0.03% of travelers filed complaints with these two airlines during the same period.
Best and worst overall
Taking these four factors into account, the upgraded points then counted the numbers to determine the best and worst airlines for overall customer service.
Endeavor Air, Delta and SkyWest took the top three spots, while Frontier, JetBlue and Allegiant, JetBlue were named the worst airlines in the United States for customer service.
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