Consumer Watch: Airline ratings

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by Andy Treinen

WHAS11.com

Posted on April 9, 2014 at 5:06 PM

Updated Wednesday, Apr 9 at 5:06 PM

LOUISVILLE, Ky. (WHAS11) -- Despite upticks in late flights and mishandled baggage across the nation's fifteen largest airlines, the number of consumer complaints to the federal government about airlines actually dropped about 15% in 2013.

That's according to the latest annual Airline Quality Rating, a project of Wichita State University and Embry-Riddle Aeronautical University.

Rankings are compiled with a formula that factors on-time performance, denied boardings or bumping passengers from flights, mishandled baggage and customer complaints.

According to the survey, Virgin America and Jet Blue repeated their one and two spots from last year. Hawaiian Airlines came in at number three, Delta at four, and Alaska Airlines at five.

In terms of on-time performance, Hawaiian Airlines ranked best.

Overall, the industry slipped more than three percent in on-time arrivals to 78.4 % in 2013 and the average number of lost, delayed or stolen luggage across the industry ticked up slightly to 3.21 bags per every 1,000 passengers.

The least likely to lose or misrout baggage is Virgin America.

The least likely to complain about their airline, according to the survey, are passengers flying Southwest.

If you have a consumer issue you’d like us to look into send an e-mail to consumerwatch@whas11.com.

 

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