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Best & Worst U.S. Airlines for Customer Service

by Megan Hill

Feb 11, 2020

Hawaiian Airlines. Photo: Boarding1now | Dreamstime.com


Not all airlines are created equal when it comes to customer service.

Austin, Texas-based air travel industry-watcher site Upgraded Points recently analyzed U.S. government air travel consumer reports, November 2018–August 2019, to rank the country’s top airlines for customer service. The study looked at a range of categories.

Hawaiian Airlines (86.5 percent), Delta Air Lines (82.4 percent) and Minneapolis-based regional carrier Endeavor Air (81.9 percent) lead the way in terms of the highest percentage of on-time arrivals while ExpressJet (70 percent), Frontier Airlines (72 percent) and JetBlue (72 percent) fared the worst.

For canceled flights, ExpressJet also had the highest percentage at 4.7 percent, followed by Envoy Air (3.8 percent) and Mesa Airlines (3.1 percent). Meanwhile, Delta canceled only 0.2 percent of its flights, narrowly edging out Hawaiian Airlines (0.4 percent) and Allegiant Air (0.5 percent).

Southwest Airlines (49,191) and American Airlines (47,243) had the most mishandled bags, but were outranked by Envoy Air, which finished with the worst rate, mishandling an average 8.7 per 1,000. Allegiant Air (two per 1,000) and Frontier Airlines (2.9 per 1,000) had the lowest rates.

Frontier fared the worst when it came to complaints, with average monthly complaints per 10,000 passengers at 27, tying Spirit Airlines. Performing the best were Skywest Airlines (five per 10,000 passengers and 153 total), Endeavor Air (four per 10,000 passengers and 36 total) and Southwest Airlines (three per 10,000 passengers and 473 total).


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