Flight problems and customer complaints filed against major U.S. airlines continued to be concerns for travelers in 2022, according to the annual Airline Quality Rating, released today by Wichita State University.
All four performance criteria used in the Airline Quality Rating showed a decline for 2022 over 2021, AQR researchers Dr. Dean Headley and Dr. Brent Bowen found. Flight problems, refunds and baggage handling issues continued to be concerns. Overall complaints increased by 55% in 2022. This combination of complaints amounted to nearly 73% of all complaints last year, pushing down overall quality scores for most airlines included in the report.
This year’s ratings:
Below is the 2022 ranking of the nation’s largest 10 airlines, according to the Airline Quality Rating, with the 2021 ranking in parentheses*:
1. Delta (1)
2. Alaska (3)
3. Hawaiian (4)
4. United (7)
5. American (5)
6. Southwest (2)
7. Allegiant (6)
8. JetBlue (8)
9. Spirit (10)
10. Frontier (9)
On-time Performance (OT)
Delta Airlines had the best on-time performance (82.5%) for 2022.
Allegiant had the worst on-time performance (63.4%) for 2022.
None of the 10 airlines rated improved their on-time arrival performance in 2022. Only one airline (Delta) had an on-time percentage over 80%. On-time for 2022 for the industry was 73.0%, compared with 79.1% in 2021.
See the full report HERE