Things are not looking up for those planning on flying the friendly skies. A new report examining quality of experience for airline passengers and quality of behaviors for the airline companies servicing them shows, in fact, that those sunny skies are getting harder to find. U.S. airline performance slipped in 2014, according to the latest Airline Quality Rating (AQR) released this month. Overall, the survey shows the airline industry collectively declined in the study’s four core elements: on-time performance, involuntary denied boardings, mishandled baggage and customer complaints.
The weaker overall performance shows that the recent round of mergers means airlines still have work to do to compete for customer loyalty.
Virgin America claimed the top spot for the third consecutive year but other airlines did not fare so positively.
The rankings stacked according to key performance indicators:
- Virgin America
- Hawaiian
- Delta
- JetBlue
- Alaska
- Southwest (includes AirTran)
- American (includes USAirways)
- Frontier
- United (includes Continential)
- SkyWest
- ExpressJet
- Envoy/ American Eagle
On-time performance – Hawaiian Airlines had the best on-time performance (91.9 percent) for 2014, and Envoy/American Eagle had the worst (68.8 percent).
Denied boardings – Virgin America and Hawaiian are the industry leaders in avoiding denied boarding incidents with a rate of 0.09 and 0.12 per 10,000 passengers, respectively. ExpressJet and SkyWest had the highest involuntary denied boarding rate at 2.71 per 10,000 passengers for both airlines.
Baggage handling – Virgin America had the best baggage handling rate (0.95 mishandled bags per 1,000 passengers) and Envoy/American Eagle had the worst baggage handling rate (9.02 mishandled bags per 1,000 passengers).
Consumer complaints – Alaska had the lowest consumer complaint rate (0.42 per 100,000 passengers). Frontier had the highest consumer complaint rate (3.91 per 100,000 passengers).
Alaska Airlines (AS) had performance improvement in two of the four areas tracked. Slightly worse on-time arrival performance (87.2% in 2013 compared to 86.2% in 2014) and a very small increase in involuntary denied boardings per 10,000 passengers (0.39 in 2013 compared to 0.44 in 2014) were their only negatives. Fewer customer complaints (0.42 per 100,000 passengers in 2014 compared to 0.44 in 2013) and a lower rate of mishandled bags (2.72 in 2014 compared to 2.94 per 100,000 passengers in 2013) were the positives. Alaska Airlines’ overall AQR score improved for 2014.
American Airlines (AA) included performance outcomes for USAirways. The AQR score for the combined airlines declined in 2014 compared to 2013 (-1.10 in 2013 declining to -1.35 for 1014). The decline in AQR score reflects poorer performance in all four criteria measured. On-time arrivals (78.1% in 2013 compared to 77.9% in 2014), involuntary denied boardings (0.43 in 2013 compared to 0.55 in 2014), baggage handling (3.02 per 1,000 passengers in 2013 compared to 3.77 in 2014) and customer complaints per 100,000 passengers (1.99 in 2013 compared to 2.12 in 2014) all showed poorer performance. The across-the-board decline in performance outcome combined to produce an overall decline in AQR score for 2104.
Delta Air Lines (DL) had an on-time percentage for 2014 showing a decline over 2013 (84.5% in 2013 and 83.7% in 2014). Their rate of mishandled baggage of 2.30 bags per 1,000 passengers in 2014 was slightly higher than the 2.19 rate for 2013, but was better than the industry average of 3.62 mishandled bags per 1,000 passengers. A decrease in denied boardings (2014 rate of 0.35 per 10,000 passengers compared to 0.57 for 2013) was the only performance gain for 2014. An increased rate of customer complaints (0.72 in 2014 compared to 0.59 in 2013) combined with other performance measures to basically keep Delta’s AQR score the same for 2014.
Envoy / American Eagle (MQ) had a denied boarding rate of 1.62 for 2014, an increase from 1.14 per 10,000 passengers in 2013. The airline had a decrease in the rate of customer complaints (1.70 in 2013 down to 1.59 per 100,000 passengers in 2014). On-time performance was 68.8% in 2014 compared to 72.1% for 2013. Their mishandled baggage rate of 5.90 per 1,000 passengers in 2013 was noticeably worse in 2014 at 9.02 — well above the industry rate of 3.62. This combination of performance on the criteria produced a decline in AQR score for 2014 and the largest decline in AQR score of any airline rated for 2014.
ExpressJet (EV) had an on-time performance that dropped in 2014 (70.8% in 2014 compared to 72.8% in 2013). ExpressJet’s involuntary denied boarding performance in 2014 of 2.71 denied boardings per 10,000 passengers was worse than their rate of 2.05 in 2013 and was well above the 2014 industry average of 0.92. A customer complaint rate of 1.01 complaints per 100,000 passengers is below the industry average of 1.38 for 2014, but is worse than their 2013 rate of 0.96. Their mishandled baggage rate of 5.61 per 1,000 passengers is higher than the industry rate of 3.62 bags per 1,000 passengers and is worse than 2013 rate of 4.89. Overall, ExpressJet’s AQR score declined for 2014.
Frontier Airlines (F9) had an on-time performance in 2014 (74.1%) that improved compared to 2013 (73.1%). Frontier’s denied boarding performance (1.37 per 10,000 passengers in 2014 compared to 1.23 in 2013) was worse than last year. Their mishandled baggage rate of 1.80 per 1,000 passengers was improved from their 2013 rate of 2.15. A customer complaint rate of 3.91 complaints per 100,000 passengers for 2014 was higher than their 2013 rate of 3.09. Frontier’s 2014 AQR score was the result of a mixed bag of gains and losses in performance for the year.
Hawaiian Airlines (HA) had an on-time performance (91.9% in 2014 and 93.3% for 2013) showing the best of all airlines rated for 2014 and 2013, even though it did show a decline for the year. Hawaiian’s involuntary denied boarding performance (0.12 per 10,000 passengers in 2014 and 0.17 in 2013) is among the best of the airlines rated and compares very favorably to the industry average of 0.92. A customer complaint rate of 0.89 complaints per 100,000 passengers is better than last year’s rate of 1.06. Their mishandled baggage rate of 2.20 per 1,000 passengers is slightly better than their 2013 rate of 2.25. Hawaiian had the second best AQR score for 2014 — one of only three airlines to improve their AQR scores for 2014.
JetBlue Airways (B6) had an on-time performance in 2014 that improved to 75.4% (from 74.4% in 2013). Jet Blue’s denied boarding performance (0.22 per 10,000 passengers in 2014 up from 0,01 in 2013) is consistently among the lowest of all the airlines rated. A customer complaint rate of 1.17 complaints per 100,000 passengers was higher in 2014 (0.63 in 2013) and was below the industry average of 1.38 for 2014. Their mishandled baggage rate of 2.00 per 1,000 passengers in 2014 was third best among airlines rated but was higher than their 2013 rate of 1.91. JetBlue had the fourth best AQR score of the airlines rated for 2014.
SkyWest Airlines (OO) had an on-time performance of 76.4% in 2014, down from 79.7% for 2013. SkyWest’s involuntary denied boardings performance (2.55 per 10,000 passengers in 2013 compared to 2.71 in 2014) worsened and was well above the industry average of 0.92. A customer complaint rate of 0.84 complaints per 100,000 passengers in 2014 compared to the 2013 rate of 0.80 had some negative impact on their 2014 AQR score. Their mishandled baggage rate of 4.69 per 1,000 passengers in 2014 improved from the 2013 rate of 4.93 bags per 1,000 passengers. SkyWest’s AQR score remained the same in 2014 as in 2013.
Southwest Airlines (WN) had performance measures that included performance outcomes for AirTran Airlines. An on-time arrival percentage of 73.5% in 2014 was worse than their 76.7% in 2013. A customer complaint rate of 0.53 per 100,000 passengers in 2014 was higher than their 2013 rate of 0.34. An involuntary denied boarding rate of 1.06 per 10,000 passengers in 2013, increased to 1.11 per 10,000 passengers in 2014. A mishandled baggage rate of 4.09 per 1,000 passengers in 2014 was higher than their rate of 3.72 per 1,000 passengers for 2013. Overall, Southwest shows poorer performance in 2014 as performance decline in all four areas rated.
United Airlines (UA) had an on-time arrival performance at 76.0% that was down from 79.3% in 2013. Their mishandled baggage rate increased from 3.47 per 1,000 passengers in 2013 to 3.67 in 2014. Performance regarding involuntary denied boardings of 1.17 per 10,000 passengers in 2013 was the same for 2014. A higher customer complaint rate of 2.71 in 2014 compared to 2.14 per 100,000 passengers in 2013 combined with the other performance areas to move United’s 2014 AQR score down from the previous year.
Virgin America (VX) had an on-time performance of 81.5% in 2014 that showed a decline from their 82.1% for 2013. Virgin America’s involuntary denied boarding performance (0.09 per 10,000 passengers in 2014 compared to 0.04 in 2013) was the best of the airlines rated and compares very favorably to the industry average of 0.92. A 2014 customer complaint rate of 1.14 complaints per 100,000 passengers is better than the industry average of 1.38, and is an improvement over their 2013 rate of 1.28. Their mishandled baggage rate of 0.95 per 1,000 passengers in 2014 (best of all airlines rated) is better than the industry rate of 3.62 bags per 1,000 passengers and is a slight improvement over their 2013 rating and combined for an overall improved profile and leading industry leading AQR score.
Airline Quality Rating (AQR), now in its 25th year, is a collaborative effort from Wichita State University and Embry-Riddle Aeronautical University in Prescott, Ariz.
Related Stories:
A $4 Fix for the Airline Industry?
Flight Rights: Don’t Get Stuck in the Middle Seat
Get Social