America's Best and Worst Airlines 2012

America's Best and Worst Airlines 2012

America's Best and Worst Airlines 2012Using passenger feedback, the 22nd annual Airline Quality Ratings report rates American airlines based on four categories: percentage of on-time arrivals, number of involuntary denied boardings (or "bumped" passengers), frequency of mishandled baggage, and quantity of customer complaints. Dr. Dean Headley, associate professor of marketing at Wichita State University and co-author of the report, believes that this data is imperative for improving the airline industry's overall performance. "This is the only way that we can wager whether people think things are going well," he said. According to the report, here are America's best and worst airlines for 2012. Read More: America's Meanest Airlines: 2012



America's Best and Worst Airlines 2012

7. Southwest AirlinesAQR Score: -0.93 Headley attributes Southwest's low number of customer complaints to its cheery disposition. But this low-cost carrier has slipped in the rankings as a result of an increase in mishandled baggage. Read More: America's Meanest Airlines: 2012



America's Best and Worst Airlines 2012

6. Delta Air LinesAQR Score: -0.80 Delta's improvements were acknowledged by fewer customer complaints. But the U.S. Department of Transportation notes that pets aren't receiving the same treatment. Delta is responsible for the highest number of in-flight pet deaths in 2011. Read More: America's Meanest Airlines: 2012



America's Best and Worst Airlines 2012

5. Alaska AirlinesAQR Score: -0.79 Alaska Airlines' high on-time arrival rate and low number of involuntary denied boardings are reflected in the low rate of customer complaints. Read More: America's Meanest Airlines: 2012



America's Best and Worst Airlines 2012

4. Frontier AirlinesAQR Score: -0.75 Although it serves fewer than 100 destinations in the U.S., Frontier is struggling to stay on schedule. The airline experienced a 2.2-percent decrease in its on-time arrival rate. Read More: America's Meanest Airlines: 2012



America's Best and Worst Airlines 2012

3. Jet Blue AirwaysAQR Score: -0.60 Despite several highly-publicized in-flight incidents, Jet Blue has managed to lower the number of customer complaints received in 2011 versus 2010. The airline also boasts an extremely low denied boardings rate. Read More: America's Meanest Airlines: 2012



America's Best and Worst Airlines 2012

2. Hawaiian AirlinesAQR Score: -0.59 Hawaiian Airlines performs well in all four criteria, but it deserves extra praise for getting people to their destinations on time. The highest of all the airlines surveyed, the airline had 92.8 percent of flights arrive on-time last year. Read More: America's Meanest Airlines: 2012



America's Best and Worst Airlines 2012

1. Air TranAQR Score: -0.48 Air Tran boasts the best reputation for handling baggage, with only 1.63 instances occurring per thousand passengers. That, plus a low consumer complaint rate, earned Air Tran the the best AQR score in 2012. Read More: America's Meanest Airlines: 2012 Also check out: World's Longest Flights 4 Reasons Your Pilot Needs More Sleep



America's Best and Worst Airlines 2012

15. American Eagle AirlinesAQR Score: -2.51 Like its parent company, American Airlines, this regional carrier saw an increase in customer complaints this year. The rise in grievance may be a result of American Eagle's poor baggage handling rate. Read More: America's Meanest Airlines: 2012



America's Best and Worst Airlines 2012

14. Mesa AirAQR Score: -1.70 Mesa Air witnessed a slight rise in the number of customer complaints between 2010 and 2011, which can most likely be attributed to the regional airline's higher-than-average rate of mishandled baggage. Read More: America's Meanest Airlines: 2012



America's Best and Worst Airlines 2012

13. Atlantic Southeast AirlinesAQR Score: -1.60 Atlantic Southeast-a Delta Connection carrier-saw the largest increase in the number of denied boarding of all the airlines covered in the AQR report. But its customer complaint rate is still respectfully low. Read More: America's Meanest Airlines: 2012



America's Best and Worst Airlines 2012

12. United AirlinesAQR Score: -1.45 United's 2012 AQR performance was not its best. The airline saw a decline in all the categories except for rate of denied boardings. Headley speculates that United's merger with Continental is to blame. Read More: America's Meanest Airlines: 2012



America's Best and Worst Airlines 2012

11. Continental AirlinesAQR Score: -1.41 Following its merger with United Airlines, Continental let a few things slide, like its on-time arrival rate. However, the airline has managed to cut the number of denied boardings per 10,000 passengers. Read More: America's Meanest Airlines: 2012



America's Best and Worst Airlines 2012

10. American AirlinesAQR Score: -1.24 American Airlines let things slip this year, with a worse performance in its on-time arrival rate, number of involuntary denied boardings, and customer satisfaction. Read More: America's Meanest Airlines: 2012



America's Best and Worst Airlines 2012

9. SkyWest AirlinesAQR Score: -1.15 SkyWest-which operates under Delta, US Airways, and United-saw minimal improvement in on-time arrivals, denied boardings, and mishandled baggage rates. But an increase in customer complaints shows that the airline can still do better. Read More: America's Meanest Airlines: 2012



America's Best and Worst Airlines 2012

8. US AirwaysAQR Score: -1.13 US Airways saw its AQR score drop due to fewer on-time arrivals, mishandled baggage, and customer complaint rates. But the airline has managed to reduce the number of denied boardings. Read More: America's Meanest Airlines: 2012
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