It wasn’t your imagination. The latest Airline Quality Rating suggests that when it comes to domestic airlines, customer service in 2006 declined to levels not seen in three years. Overall, industry performance dropped in three of four key areas: on-time arrivals, involuntary denied-boardings and mishandled baggage.
Put differently, it was a very bad year for air travelers. But you already knew that, didn’t you?
Well, here’s something you may not have known.
Everyone’s beating up on JetBlue these days for that whole Valentine’s Day mishap, but that may not be entirely warranted. The latest AQR says it’s the number-one major airline for customer service, with an overall score of -0.93 (average is -1.87).
Any guesses about the worst airline?
I won’t keep you in suspense. US Airways, with a score of -2.32, edged out bankrupt Delta Air Lines (-2.17) for the title of most customer-hostile carrier.
And then there are the little regional airlines that probably shouldn’t be included, because they confuse reporters who can’t read a chart and draw attention away from the real customer-service losers. In 2006, you didn’t want to be flying on Atlantic Southeast, because it had the worst score of ‘em all — a curve-blowing -5.45.
However, if you’re fortunate enough to be traveling to the 50th state, you’ll want to get a ticket on Hawaiian, because with its score of just -0.71, it was rated tops among all the airlines.
Also of interest: AQR numbers collected over the last two years suggest that if you want a good customer-service experience, you should consider flying in April, May, September and October. In other words, travel when everyone else stays home. (Could have told you that.)
✓ Get the latest travel news, tips and commentary from Elliott’s E-Mail, the subversive newsletter from industry gadfly Christopher Elliott. You’ll travel like a pro. Sign up here. It’s free.
Similar Posts:
- A closer look at the best and worst airlines of 2007
- Late, late, late flights: They’ve made a list — you should check it twice
- United, US Airways together at last — on list of most complained-about airlines
- Airlines profitable, but customer service is circling the drain
- It’s ALIVE! Race to create world’s worst airline heats up
Sign up for my 
