![]() ![]() Half of those surveyed said they were unsure or could not remember if any extra fees were added to their bill when they purchased their ticket. It’s often difficult to avoid add-on charges, which may not be immediately clear when booking online. More than half of economy passengers in our survey were charged to select a better seat, and 40 percent who checked a bag were charged an extra fee. Yet more airlines are adding basic economy seating, which means flyers are increasingly paying additional fees for what used to be standard service. ![]() Some four in ten travelers who booked their flight said they chose their airline because it had the cheapest flight available. Our survey found that pricing remains a crucial issue for coach passengers. Hawaiian Airlines and Alaska Airlines are among the highest rated airlines for overall satisfaction by passengers. We also asked first-class and business-class travelers to rate their experiences. Additionally, Spirit and Frontier Airlines received low marks in all the categories we rated. Like Southwest, these airlines also received favorable ratings for staff service, check-in ease, and cabin cleanliness.Īmong the lowest-rated airlines by coach passengers are Frontier, Spirit, United, American and Allegiant Airlines. ![]() And it was the only airline to earn top marks for pricing transparency-this no-frills carrier clearly lists its fees and lets you check two bags for free.Īlaska Airlines, JetBlue, Virgin America, and Hawaiian Airlines are also among the highest rated airlines for economy flights. It earned high scores for staff service and ease of check-in, and cabin cleanliness. ![]() Airlines routinely oversell flights because some passengers don't show up.Out of the 11 airlines surveyed, Southwest landed at the top of the ratings chart for overall satisfaction by passengers on economy flights. The rate of lost, delayed or damaged bags was about the same - three bags out of every 1,000 passengers - and there was a slight increase in passengers who were involuntarily bumped off a flight. Over the first three months of the year, however, complaints were up 17 percent from a year earlier. The Transportation Department said that it got 943 complaints about airline service from consumers, down 16 percent from March 2012. Just as in March 2012, the worst big airport for on-time arrivals was Newark, N.J. ExpressJet also had the highest rate of canceled flights.Īmong the five biggest carriers, Delta Air Lines was best at arriving on time, followed by US Airways, American, United and Southwest.Īt major airports you were most likely to be on-time if your flight ended in Phoenix, Salt Lake City or Portland, Ore. Hawaiian Airlines and Virgin America had the best on-time ratings at better than 87 percent, while regional carrier ExpressJet and JetBlue Airways had the worst at 72 percent. That's down from 82.2 percent in March 2012. The Transportation Department said Wednesday that 79.8 percent of flights arrived within 14 minutes of schedule in March. The government says that fewer flights arrived on time and more were canceled in March than a year ago, but fewer passengers lodged formal complaints against the airlines. ![]()
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