US airline quality rating declined in 2014
US airlines fared poorly in 2014 for performance, a reversal compared to the previous four years which had seen continuing improvement.
The annual Airline Quality Rating report found declines in all four areas reviewed – baggage handling, consumer complaints, denied boardings and on-time arrivals for the nation’s 12 major carriers.
"It’s unfortunate, and we hope it’s not the beginning of a downward trend," said co-author Brent Bowen of Embry-Riddle Aeronautical University.
He cited ongoing integrations of recent mergers as a likely cause in part for the drop in standards.
"Airline performance after two airlines merge always goes down for several years while they’re working out the kinks," Bowen said.
On-time arrivals fell from an average 78.4% in 2013 to 76.2% last year with only Frontier Airlines and JetBlue Airways showing year-over-year improvement.
The number of mishandled bags rose from 3.21 per 1,000 passengers in 2013 to 3.62 in 2014 while complaints were up from 1.13 per 100,000 passengers in 2013 to 1.38 in 2014.
Wichita State University’s Dean Headley, who also co-authored the report said the results are hardly a surprise as flyers can see the quality of air travel is deteriorating.
We just got the numbers to prove it," he said.
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Editor for TravelMole North America and Asia pacific regions. Ray is a highly experienced (15+ years) skilled journalist and editor predominantly in travel, hospitality and lifestyle working with a huge number of major market-leading brands. He has also cover in-depth news, interviews and features in general business, finance, tech and geopolitical issues for a select few major news outlets and publishers.
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