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America's Meanest Airlines
2011's Airline Quality Report came out this month, which means that it's time to distill out the industry leaders in a variety of categories, from on-time departures to lost bags to general happiness among passengers. Reporting on the best of the best is only half as fun as vilifying the worst though, so Yahoo and US News took the liberty of sorting out the worst performers in each category and hanging their decapitated bodies in the public square for everyone to shame. Among the losers this year:Meanest major carrier: United Airlines
Meanest regional carrier: American Eagle
Most complained about airline: Delta Air Lines
Most likely to be unsafe: Jetblue
Most likely to overcharge for bags: Delta / US Airways / Continental
Most likely to bump you: American Eagle
Most likely to be late: Comair
Most likely to mishandle your bag: American Eagle
Daunting stuff, right? Maybe. Bear in mind, that the AQR samples a limited data set over a limited market, and that the term "worst" doesn't necessarily mean that service is bad. American Eagle, for example, mishandles 7.15 bags for every thousand that go through its hands. The best carrier? Air Tran at 1.63 per thousand. That's 1 drop in the bucket versus 1.0002 drops in the bucket.
Our suggestion? If you really want to figure out why each airline performed the worst in its own category then download the AQR yourself and flip through the data. It's the only way you can get an accurate gauge of quality.
Reader Comments (Page 3 of 10)
Tom Apr 11th 2011 6:02PM
Here in Pittsburgh, Southwest is NOT the cheapest...USAirways is. Every single time I have tried to fly Southwest...they are like 100 dollars more than USAirways. Yes, USAirways charges for bags but I only need 1 so the 25 bucks is still cheaper than Southwest. Southwest always advertises they are the low fare airline but I don't find that to be true. Just like British Airways advertized that they are the worlds Favorite Airline...and I found that to be totally untrue.
rogo788 Apr 11th 2011 4:20PM
I flew from LA to Virginia, a 5 hour flight , with Delta, No meal served! I was surprised they were selling 7 $ luch Boxes! I payed 15 $ for a lunch in the terminal, just because I was boycotting their cheap system! I didnt mind paying double just to how them I can, and wont summit to all of their extra fees! i rather starve tthen to add to their profit margin!
beaubuick Apr 11th 2011 2:36PM
This is so true!!!!! UNITED STINKS!! RUDE HORRIBLE PEOPLE.. PHILLY IS THE WORSE.. BUT I HAVE TO SAY ORLANDO IS GREAT!! THEY TREAT PEOPLE WITH RESPECT.. BACK TO PHILLY.. Three of us were on a plane seated and going to the deicing station.. we were told that they were going back to the terminal and we would be allowed to get of the plane since there was going to be a 1-3 HOUR wait.. some people got of so we also deciede to get off. the attendant at the gate said she would PAGE FOR THE FLIGHT not so.. we came back and were standing there for approx 30 min.. never a peep or anything.. next thing was she came back out with a few bags.. 2 of which were ours.. she said youre not on the plane so they took your bags off.. no pages nothing.. just plan ignorance...
tok a 1/2 hour to get a new flight that was 8hours later.. THEY S$%K !!!!
buftex Apr 11th 2011 2:39PM
Funny, I flew Delta for the first time, this past week, on a trip from Seattle to Austin. It is one of the best flying experiences I have had in years. Not to say that they did anything amazingly well, they just did everything the way I expected...soemthing to be said for that. It is ironic that I read this article now, because my experience with Delta was one of the few times I felt compelled to tell them I thought they did a great job.
George Menke Apr 11th 2011 3:18PM
I have over 2 million miles on Delta. I almost never have issues with them. Yes like all of us I have choices. Once in awhile I have to choose another airline, and inevitably the experience is not nearly as good as with Delta. No they aren't perfect. But for my money they are the best domestic airline flying today.
juliemom5501 Apr 11th 2011 3:43PM
Anyone that flies DELTA is out of their mind..gate agents, flight crews in fact anyone that works on the planes have the who cares mind set...lots of luck flying this airline
Nick Apr 11th 2011 2:57PM
It is sad to see that some airlines never even try to improve. I am retired now but I used to fly three out of every four weeks. Yes, prior to their present difficulties, United was the most arrogant and non-passenger oriented airline with Delta running a close second. Ergo, I am not surprised to see both of them at the head of the list 20 years later.
Cheryl Apr 11th 2011 6:58PM
I'm 1K on United and I find them very friendly. But, I "ask" instead of "demand" and I say, "thank you" and "please." It's amazing what a few kind words will get you in return ...
Bob Chabot Apr 11th 2011 3:03PM
I had my first roundtrip experience with American Eagle last month; it will be my last. Ever. And if American Aiflines doesn't respond, I will no longer fly the parent either.
On a recent trip back from Greenville SC to Dallas, American Eagle shipped our bags on an earlier flight. I had arrived at the airport early, never tried to switch to the earlier flight, instead preferring to get some work done while ewaiting for my later flight. I understand the bags may be sent earlier.
Arriving on my scheduled flight later that evening, passengers were advised that baggage would be claimed at a certain carousel. When I arrived at the carousel, there were 6 different flights displayed on a sign indicating baggage for those flights was on its way.
After an hour, and late into the evening, there were no more bags being brought to the carousel and I was the only person left. There was never at anytime an airline employee at a desk beside the carousel to confer with.
At this point I went flooking for the lost American Eagle claim area. When I entered the attendent saw my ticket and pointed to where my bags were. I asked why no one had notified me. She replied that the bags were sent early, that it was my fault, and that I shouldn't have tried to switch flights.
I explained that I hadn't tried switching flights, that AE shipped the bags early, and that it was reasonable for me to expect my bags to show up on the right carousel when my actual flight arrived. Waiting over an hour, as did my pickup ride, and then being treated as though I was the cause of the problem was one issue. When I asked whom I coculd contact at AE to followup, she said to not bother, as this problem could easily occur again. I never did get a contact from her, but did in a different fashion.
Clearly the bags were mishandled. Clearly policy, procedures or personnel were the cause. But not getting any empathy form the employee...their agent who was face-to-face with me, and being told that the problem would likely happen again was enough.
American Eagle? You're fired. American Airlines? You're next.
ah ..... exhale.
discproductions Apr 11th 2011 3:42PM
I hate United Airlines. There is always something that goes wrong when I fly this carrier. Back in the '70s, I was bumped off a flight even though I was there before anyone else. This cost me a whole day and I had to sleep at the airiport. American is the best...never had a problem.
don Apr 11th 2011 6:09PM
HMMM...it has been over 30 years...and you are still mad.....get a life.....
Cheryl Apr 11th 2011 7:46PM
I fly 45 weeks a year ... the vast majority on United ... and have never had a flight delayed to the point where I missed a connection ... never had a flight canceled (very rare, once a year, maybe) without being notified and rescheduled on the next flight ... never had luggage misplaced or lost. I can't believe so many people have so many problems.
sandra Apr 11th 2011 5:08PM
Let's all just buy our own private jets and not worry about all the crap the airlines are doing to people! Easy solution?
freqflyer Apr 11th 2011 3:04PM
I have not yet found any airline to be mean to me. I guess it depends on the person who is flying and what kind of person he or she is. If you treat someone with common courtesy that hopefully you have been taught by your parents, you will more than likely receive it back. I have definitely seen some unreasonable passengers in my 50 years of flying. NO thanks to the pilots for a great ride and trying to find the best altitude for the comfort of the passengers. No thanks to the flight attendents for giving you a cup of coffee, just take the coffee no eye contact,just ignore them. Ignore the flight attendants on the proper way of stowing luggage. DUH! And so on. As far as on time arrivals, there are lots of variables to consider and maybe there should be more communication between the crew and the passengers. For example, we are delayed because we have had to go around storms, or because another plane is still sitting at the gate waiting for the crew to arrive, because they were delayed coming in on their flights. NO,the same crew does not necessarily stay on the same plane. And so on.
So be considerate and appreciative. NO meals? If you are flying within a certain time frame there will be no meals. Why are we so affixiated with FOOD!! Would you normally eat lunch at that time? Give me a break. freqflyer
cliff Apr 11th 2011 4:02PM
I agree. I use to fly a lot before I retired, and I have seen some passengers that were very rude and arrogant. The flight attendants has to put up with a lot of crap from these jerks. When I was flying a lot, as I departed the aircraft, I always told the crew standing at the cockpit thanks for a safe flight. When you are in this tube flying 500 plus MPH at 35,000 feet, I was always very grateful that we all made the trip safely, and the entire crew should be thanked for delivering us safely to our destination. So lighten up passengers, and thank the crew for getting your sorry butts to your destination safely.
GR8FULDED Apr 11th 2011 3:04PM
I love how everyone is so quick to jump on DELTA's case. Considering its' the largest airline in the World with the biggest fleet/ flights etc... There is more audience feedback. IMO they do a great job as far as SAFETY, And working w what they have. They dont control GAS prices/ WEATHER/ and other natural disasters or political uprising etc... That being said I think they doing a pretty good job.
Bruno Apr 11th 2011 3:07PM
Spirit and Air Tran are usually a little cheaper than Southwest but if you have check in bags and/or want a reserved seat, your savings no longer exist. Plus, on Spirt I had 1 number wrong in the return date. Discovered it too late. Cost me $155 to change that number. Could have rented a private jet for what that trip ended up costing me !!!
Barbara Apr 11th 2011 3:11PM
Do you work for them?
Hank Apr 11th 2011 3:14PM
Has anyone ever thougt about this? The reason the are the most complained about, etc. is because the carry the most passengers and have the most flights. Therefore more more people to complain. Just sayin....
Pau Apr 11th 2011 3:20PM
If any of this stuff happened for each flight each day, each week, each month, each year then I could see a problem. Don't like it? Take the train or a bus.