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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 4 of 10)
Hanrod Apr 11th 2011 8:02PM
Smartest comment on the board, Pau; thank you! This also applies to many more services than airlines.
Phil Bittle Apr 11th 2011 3:20PM
For all you government haters out there (i.e. Republicans) ... this is what happens to a corporation left to it's own devises. Remember when air travel was a good experience ... when it was regulated by the government ... even the food was good ... !
Paul Apr 11th 2011 3:46PM
WHY would you show American Airlines in your cover photo when they were the only major airline TO NEVER GO BANKRUPT?
Let me tell you who the meanist airlines are. All of them who used the bankruptcy laws to to sump their unpaid debt and screw their creditors.
They screwed their shareholders as well and yet were allowed to continue to compete and function.
Many like United also dumped their pension plans and put the burden of their pension on the taxpayers through the federal pension guarantee program.
So American Ailines is actually the LEAST MEAN airline as they did NOT screw their creditors and the taxpayers.
But here ARE the meanest major airlines all of who went bankrupt and are still in business; United, Continental, Delta, US Air, Northwest.
Army Apr 11th 2011 3:31PM
Years ago I made the MAJOR mistake of flying United:
Rude
Ignorant
Uncaring
it goes on,,, but I'll drive a ten penny nail in my head before I'll EVER fly/spend money with them again!!!!!!
Want nice People: Southwest
Bill Apr 11th 2011 5:22PM
The name of the game is keep those planes in the air. That's how they make money. Poor maintenance and inspections are secondary. That's my firm belief. Rude employees are also a common thing. They all come up with constant gimmicks to nickel and dime the flyers. Like extra cost for baggage
Gloria Apr 11th 2011 3:37PM
I'm not a seasoned flyer, but have used United Airlines when I have flown. Could not have been treated better. Very accommodating, kind, and eager to please. In fact due to a mix up in Chicago as to what gate we were to be at, they held the plane until we got there.
If I ever fly again, it will be United Airlines.
FormerAirlinePilot Apr 11th 2011 3:39PM
The reason that service sucks is that the American public goes for the cheapest fair regardless of the carrier. Airfares are cheap compared to what they were 30 years ago.Southwest.....really? A cattle car.......It used to be that people who flew had some class, now it might as well be a Greyhound bus. People wear flip-flops, sweats and usually are so fat that they can't even fit in their seat. What do airline employees get? A 30 percent pay cut and longer hours, while the planes have never been more full. You get what you pay for de-regulation wrecked the airlines and it has helped destroy Wall Street.
letty Apr 11th 2011 3:39PM
Frankly, it's immaterial to me since I wouldn't fly unless ABSOLUTELY NECESSARY and there was no way that I could get to my destination by car or train or bus. Frankly, flying stinks! From the intrusiveness of the x-rays machines and the rudeness of the TSA Agents to the lousy service given passengers via ALL AIRLINES not just those mentioned above. Years ago, flying was a wonderful and affordable way to travel. However, those days are over.
Page Apr 11th 2011 4:57PM
Check your math. Airtran actually is dramatically ahead in not losing luggage: it is not 1 drop to 1.0002 drops for American Eagle. It is 1.0 drop vs. 4.4 drops (1.63/1000 vs 7.15/1000). When you arrrive in Tashkent without a t-shirt or underwear, you will appreciate these numbers.
Caroline Apr 11th 2011 3:43PM
I experienced a very accomodating and extremely friendly United "flight manager" many years back; however, that experienced was quickly marred a few hours later by the down right nasty staff I experienced on that TransAtlantic flight. One was literally "afraid" to even ask for a glass of water...and we were sitting in business class...can't imagine how the attendants treated their passengers in economy. Since then I have avoided flying (almost successfully) UA. However, on the odd occasion where I have been "stuck with UA" it's been the same experience every time: negative, nasty,arrogant, sour pussed flight attendants who look like stuffed sausages. Should I feel sorry for them? They filled out the job app. to fly the friendly skies- no one forced them into it. Traveling a great deal internationally- flight attendants are often my .first "contact" with foreign cultures- I think it's sad if many foreign nationals have their "first" U.S. experience with United.... what a distorted view of U.S. Americans they must have. Other "Star Alliance" members are (in general) wonderful, customer-service oriented and will get my vote over United anytime...the meanest airline handsdown.
jr williams Apr 11th 2011 3:43PM
WHEN WILL AMERICANS LEARN TO SAY NO? WHEN WILL AMERICANS LEARN TO SAY "STICK YOUR AIRLINE WHERE THE SUN DONT SHINE"?? UNLESS IT IS TOTALY NECESSARRY TO FLY SOME WHERE, STAY HOME OR DRIVE. YES THEIR ARE EXCEPTIONS, BUT WE AMERICANS DONT WANT TO BOTHER! WHY??? LETS LETEM ALL GO OUT OF BUSINESS THAN MAYBE THEY WILLTREAT US AS WE SHOULD BE TREATED, LIKE A VALUED CUSTOMER!
james Apr 11th 2011 4:25PM
Well said, for all you DUMB-ASSES, who do you work for, so we judge your company and see i your company/job should be eliminated.
Don Apr 11th 2011 3:53PM
I have flown domestically and internationally for over 40 years. It used to be a pleasant experience to fly. Now, I would do anything, short of walking, to avoid getting on any carriers' plane.
airline guy Apr 11th 2011 3:47PM
where do you get off saying that jetblue is unsafe. what data do you have making that statement. you have none so you shouldn't say things like that. are the larger airlines paying you to state that? jetblue should take you to court and make you retract that statement.
John Apr 11th 2011 3:49PM
No, That was Frontier Airlines not Southwest.
Sue Apr 11th 2011 3:50PM
Maybe flying would be a happier experience if fligt attendants didn't have to deal with rude passengers, YOUR screaming children, and passengers who come onboard and clip their toenails. A little decorum and a little manners would go a long way in not having mean flight attendants...
Lionel Apr 11th 2011 3:50PM
YES to whoever mentioned Philadelphia as the all time WORST staffed airport. During one struggle there, just when the prices for bags began, I was laughed at and humiliated by several agents out at ticketing in full view of everyone else. I had to phone (pay phone) my credit card and beg them to allow the $85 charge I hadn't expected to pay and went through my entire luggage, throwing anything away I didn't desperately need. I will never forget the attitude of the agents and their ridicule. Sure, people can fly, but don't expect to return from your trip with any purchases--yet, someone getting on a plane with NO baggage is an immediate suspected terrorist. Shame shame shame on a city with the most inappropriate nickname in the country--the city of brotherly love.
Mitch Apr 11th 2011 3:59PM
Living in the NYC area, I have always flown with Continental and my experience with that airline has almost always been great in every aspect. Ever since United took over Continental, every aspect has become much worse...paying for baggage, paying for meals, flight delays, the frequent flyer program, paying same day flight change fees (when at the airport, they wanted to charge me $125 for taking a flight one hour earlier when the flight was not full)... It has been so bad that my loyalty to Continental is starting to go away.
Vinnie Apr 11th 2011 3:54PM
D does
E eventually
L leave
T the
A airport
That's what DELTA actually means
Elyse Apr 11th 2011 3:58PM
I agree with this survey. My personal worst two: United and Delta. I have had very bad experiences with both airlines, most recently with United (just yesterday out of Tulsa). Getting bumped from multiple flights and being given a connection that was literally impossible to make, even though we sprinted all the way across the terminal (I suspect they had no intention of letting the 8 passengers from our flight with that connection fly, and instead were planning to let the standby people on).
Of course both of my very bad airline experiences were during big mergers. United just bought Continental so it is kind of a sh*t show. And back when Delta merged with Air France.
My favorite airline of all time? Horizon!! They don't fly to too many places, but if you are getting around the US they are the best! When I was living near Denver I was lucky to have them to fly to Santa Barbara, CA every few weeks. Very consistently cheap rates, friendly and helpful staff and flight attendants. And on every flight, not matter how short, they give out chocolate chip cookies to all passengers! It is nice that there are still a few US based airlines that treat passengers like human beings.