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Airlines Improve Service Again

April 8, 2003

Airlines Improve Service Again
A study released Monday based on statistics from the Transportation Department concludes airline service improved overall last year in categories such as on-time performance, denied boardings, mishandled baggage and customer complaints.

The study outlines the top ten ranked airlines based on customer service and lists them, in order, as US Airways, Alaska Airlines, Southwest, America West, Continental, American, Delta, United, Northwest and American Eagle.

US Airways and United proved to be on time more often, mishandle fewer bags and generate fewer customer complaints than they did in 2001. United Airlines bumped fewer travelers and improved the most in terms of customer service. Southwest consistently raked in the lowest complaint rate of .33 per 100,000 travelers, compared to an industry rate of 1.22.

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