be the biggest surprise of 2012: US air travel actually improved for passengers
according to a
new ranking of US airlines released last Thursday by the Wall Street
Journal (WSJ), using data from FlightStats.com and the Department of Transportation, which oversees air
and other transportation in the US.
ranked seven major airlines – Alaska
Airlines, American, Delta, jetBlue,
Southwest, United and US
Airways – according to six criteria: late flights, cancelled flights,
extreme delays, bumped passengers, lost bags and complaints. Top line findings:
overall Delta was the best airline, while United was the worst.
also found “industry wide improvement” in air travel. Almost 80% of domestic
flights were on time, or within 15 minutes of scheduled time, in 2012. (By
contrast, 76% were on time in 2011.) Only 1.4% of domestic US flights were
cancelled last year, compared with 2.1% in 2011. What’s more, fewer flights had
excessive delays (defined as 45 minutes or more), and there were fewer lost
bags. Nonetheless, the report notes that the frequency of bumping passengers
increased, as did the overall rate of traveller complaints. Altogether, though,
the data added up to friendlier skies in 2012.
on industry leader Delta enjoyed the lowest rate of cancellations, according to
the ranking, and among the lowest rates of late flights, bumped passengers and
lost bags. The top slot marked a significant turnaround for Delta, which came
in last in the Journal’s 2010 ranking during its merger with
Northwest. Since then, the airline has taken serious measures to improve
its efficiency, including rebuilding its luggage system at its Atlanta hub to
cut down on lost baggage, and analysing historical cancellation data to adjust
the availability of spare aircraft in different hubs in order to keep flights
2012 was a rough year for United, which came in last in the WSJ’s ranking (dropping
from its second-to-last spot in 2011). The airline had the highest rate of
bumped passengers in 2012, as well as the highest rate of customer complaints.
In fact, United’s customer complaints were so numerous they accounted for
virtually all the industry-wide increase in complaints in 2012. United received
some 3,617 complaints in the first 10 months of 2012, compared with 958 during
the same period in 2011. By contrast, Delta had 777.
reasons for United’s dismal performance last year was its glitch-plagued merger with
Continental. Critical data was lost during electronic transfer of United
passenger information to Continental computer systems, leading to lost
reservations, long phone wait times, late and cancelled flights and angry
performed similarly poorly, coming in second-to-last with the highest rates of
late and cancelled flights. Contract
disputes with pilots led to a slowdown in autumn flights that likely led to
their high rates of late and cancelled flights.
The 2012 results:
- US Airways