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Airline Quality Report In Consumer Watch

Story By: Larry Stine

 

 

 
 
 
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  Original Published: 4/13/2014

Which airline is least likely to lose your checked baggage, or most likely to get you to your destination on time? A new survey of the airline industry has some important numbers for frequent fliers. Karin Caifa has more in our Consumer Watch. Despite upticks in late flights and mishandled baggage across the nation's 15 largest airlines, the number of consumer complaints to the federal government about airlines, actually dropped about 15 percent in 2013. That's according to the latest annual airline quality rating, a project of Wichita States University and Embry Riddle Aeronautical University. Rankings are compiled with a formula that factors on-time performance, denied boarding's, or 'bumping' passengers from flights, mishandled baggage, and customer complaints. According to the survey, Virgin America and Jet Blue repeated their 1-and-2 spots from last year, Hawaiian Airlines at number 3, Delta at number 4 and Alaska Airlines at number 5. In terms of on-time performance, Hawaiian Airlines ranked best. Overall, the industry slopped more than three percent in on-time arrivals to 78.4-percent 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 misroute your baggage, Virgin America. And the least likely to complain about their airline, according to the survey, passengers flying Southwest.

   
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