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).
Alaska Airlines and American Airlines announced intentions to create an alliance. Benefits to passengers include access to more international destinations after Alaska joins the oneworld alliance in 2021, new service on American between Seattle (SEA) and Bangalore (BLR), new service on American between Seattle and London (LHR), a domestic codeshare expansion to include international routes from Los Angeles (LAX) and Seattle, and loyalty member benefits across both airlines. Loyalty members with additional lounge membership enjoy access to nearly 50 American Admirals Club lounges worldwide and seven Alaska lounges in the United States for same-day travel on American or Alaska flights.
Since 1970, Goway Travel has been committed to providing customized travel experiences for world travelers. Few things are better evidence of this commitment than being awarded the 2019 Trazees award for Favorite Tour Operator. Goway Travel heartily thanks the readers of Trazee Travel for this honor and for their confidence in Goway’s work in creating travel memories that’ll last a lifetime.
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