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The Best and Worst U.S. Airlines in November

With Sandy in the past, airline performance rises

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Most Customer Complaints

1. United Continental — 162 total complaint, 2.33% per 100,000 enplanements

UAL still topped the complaint category in November with 162, but that’s a far cry from the 995 complaints it reported in July when system glitches delayed flights and stranded passengers. I look for these numbers to improve further as UAL works through the rest of its systems integration efforts in combining United and Continental.

Runners up:

2. American Airlines — 146 total complaints, 2.12% per 100,000 enplanements. This is a trend that I would expect to worsen before it improves. American’s customers were more or less understanding about the delays stemming from the labor slowdown in the fall. Holiday travelers tend to be less patient about such snafus.

3. Frontier — 15 total complaints, 2.12% per 100,000 enplanements

How other major airlines stack up:

US Airways — 66 total complaints, 1.47% per 100,000 enplanements

Virgin America — 7 total complaints, 1.43% per 100,000 enplanements

Hawaiian Airlines — 11 total complaints, 1.39% per 100,000 enplanements

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

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