The Best and Worst U.S. Airlines in September

American Airlines’ on-time performance plummeted

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The Best and Worst U.S. Airlines in September

Fewest Customer Complaints 

Southwest – 21 complaints in 8.2 million enplanements

Southwest rules when it comes to customer service, and passengers still have a very favorable impression of the airline – despite occasional glitches as it integrates its AirTran acquisition. LUV’s “Bags Fly Free” mantra has certainly helped generate goodwill, which goes a long way toward making passengers happy.

Runners up:

2. Alaska Airlines — 5 complaints in 1.5 million enplanements

3. AirTran — 7 complaints in 1.5 million enplanements

How other major airlines stack up:

Delta — 58 complaints in 9.4 million enplanements, a great improvement over August’s  130 complaints

Hawaiian — 8 complaints in 0.8 million enplanements

US Airways — 45 complaints in 4.2 million enplanements

Most Customer Complaints

1. United Continental — 211 complaints in 7.2 million emplanements

United managed to cut its total complaints by more than half in September to 211, great  progress since July’s 995. Although UAL’s performance was vastly improved in September, it still had more complaints than did American. That suggests either that United Continental’s customers are less inclined to cut the airline a little slack, or American’s customers are more understanding when it comes to things like bankruptcy and labor disputes. The trend lines here bear watching as UAL seeks to bounce back from the summer’s system glitches and other challenges stemming from the mega merger of United and Continental

Runners up:

2. American Airlines — 162 in 6.6 million enplanements

3. Virgin America — 8 complaints in 0.5 million enplanements

4. ExpressJet — 34 complaints in 2.7 million enplanements

How other major airlines stack up:

American Eagle — 18 complaints in 1.5 million enplanements

JetBlue — 24 complaints in 2,158,152 systemwide enplanements

US Airways — 45 complaints in 4.2 million enplanements

As of this writing, Susan J. Aluise did not hold a position in any of the aforementioned securities.

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Article printed from InvestorPlace Media, http://investorplace.com/2012/11/the-best-and-worst-u-s-airlines-in-september-2/.

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