Can airline travel actually be getting better?
Though you wouldn’t know it by talking to anyone that actually flies regularly, it seems airlines are actually getting better.
According to the 2010 Airline Quality Rating report, which ranks the 18 largest U.S. airlines on four criteria – on-time performance, mishandled baggage, denied boardings and general complaints – the quality of air travel across the border improved last year, with more flights arriving on time and fewer bags going astray.
Unfortunately, there’s no across-the-board winner to be found, which means you basically have to decide which category is most important to you.
Denied boardings is the only element where performance declined, which is hardly surprising, says Dean Headley, one of the study’s authors.
"You would expect denied boardings to increase as you tighten up on the number of seats that are available," he says. "When you look at the past 10 years, you find that the airline industry performs most efficiently when the system isn't stressed by high passenger volume.”
Every time there are more planes in the sky and more people flying, airline performance suffers, Headley maintains. That’s because airlines are focused on generating revenues, not necessarily on customer service.
Here’s where major carriers stand, according to the AQR, with the 2009 ranking in parentheses:
1. Hawaiian (1)2. AirTran (2)
3. JetBlue (3)
4. Northwest (4)
5. Southwest (6)
6. Continental (8)
7. Frontier (7)
8. US Airways (10)
9. American (9)
10. ExpressJet (not ranked in 2009 report)
11. Alaska (5)
12. Mesa (14)
13. United (11)
14. SkyWest (13)
15. Delta (12)
16. Comair (15)
17. Atlantic Southeast (17)
18. American Eagle (16)
Do you agree? Although not included in these ranking, how do you think Canada’s carriers stack up?
By Gordon Powers, MSN Money
Posted by: Alan Gordon | May 19, 2021 10:43:07 AM
I have noticed that overall service in buisness class is slowly declining. I suggest that if Canadian Airlines were included in the survey, Air Canada would fall in the upper middle part of the pack and WestJet would be near the top
Posted by: Frequent Flyer | May 19, 2021 11:00:39 AM
Westjet near the top? For what? I have flown Westjet several times and find them to be a very unprofessional. AC is not my favorite, CO is. Over all AC offers far more then Westjet. If a bubbly agent is all you need...you have very low expections.
Continental Airlines is the North American model airline! Outstanding Business class. Serves the most destinations and has very friendly and professional staff in over 125 cities.
That is an airline. Westjet...not so much.
Posted by: test | May 19, 2021 1:44:04 PM
ttttt
Posted by: I Fly Everywhere | May 19, 2021 6:47:49 PM
I agree with Frequent Flyer. Westjet is a point to point airline without any connections to other destinations. Their schedule is limited, if your meeting ends early good luuck getting home any sooner with Westjet. Most people that say Westjet is great use an airline once every few years or on vacations only. Air Canada is far superior. Way better service, way more destinations and flexibility in scheduled flights. I think Air Canada gets a bad rap for no good reason. I have flown many US and European carriers and find that Air Canada is right up there.
Posted by: MR | May 19, 2021 7:24:46 PM
I fly every weekend AC service is really bad, seems like they are to proud and they don't value there customers. They don't entertain you at all. Try early show for AC they will never give you a seat if they have 20 available in the flight. They always reaply, that they only have upper class seats and you have to pay extra, they always try to get some mony out of you. Bad experience with AC since I am travelling between Calgary and Toronto for last two years.
Posted by: maramou | May 19, 2021 8:57:02 PM
Westjet is horrible...small planes, narrow seats, cocky on-board staff that need to know their limits and tickets prices that are not low...a big disappointment.
Posted by: Realist | May 19, 2021 11:18:58 PM
Very tired of people comparing Air Canada and Westjet!! I don't believe these airlines are even in the same ballpark are they??. Air Canada has superior service, a wide multitude of destinations, great new interiors, an incredible inflight entertainment system and the culture has changed significantly in the last 3yrs.
I believe Air Canada ranks near the top of that list. Very impressed!!!
Westjet on the other hand will need to improve their product.
Posted by: Hank Freid | Jun 29, 2021 7:02:17 AM
yes they have superior services. Services vary from Air lines to Air lines, even cost is also different as well. Generally services of Air lines are the best.