America's Meanest Airlines

[TampaYankee]

America's Meanest Airlines

By Hamooda Shami

Simply put, flying can be a stressful activity.

A lot of the time it begins with the airports: dizzying parking garages, overpriced food and a series of long lines have a way of making even the most serene travelers a little bit agitated. And that's even before the airplane leaves the ground. So it's easy to see how poor service from an airline can put the finishing touches on a ruined day -- long check-in lines, flight delays, lost luggage, baggage fees and general rudeness have a way of doing that. Not to mention the scary food (at least it used to be free scary food).

Based on the Airline Quality Rating (AQR) Report, which covers 18 domestic carriers, here is a list of the airlines that could stand to do the most work on making their customers happy. The report's conclusions are based on surveys of airline industry experts, with positive and negative values assigned to different elements in airline quality. Several common complaint areas were factored in -- including on-time arrival, mishandled baggage, delays and involuntary denied boardings -- the scores of which were then calculated to produce an overall quality score. We also took a look at a number of other sources, including the American Customer Satisfaction Index and the Air Travel Consumer Reports by the U.S. Department of Transportation. Regional airlines are ranked separately because of their tendency to score lower.

Worst Major Airlines

5. US Airways

2009 AQR Score: -1.19

While US Airways improved five percent in passenger satisfaction according to the American Customer Satisfaction Index, they were one of three airlines cited as having the rudest flight attendants and serving the worst food, in a survey conducted by SeatGuru last year. Additionally, US Airways received a below-average score in the J.D. Power 2010 North America Airline Satisfaction Study.

Domestic Baggage Fees:

1st Bag: $25

2nd Bag: $35

3rd Bag: $100

Overweight Bags: $50 Extra (51 - 70 lbs) $100 Extra (71 - 100 lbs)

Oversized Bags: $100 Extra (larger than 62")

4. American Airlines

2009 AQR Score: -1.25

American Airlines has an Airline Quality Rating (AQR) of -1.25 -- which isn't awful, but where its reputation takes the hardest hit is with its regional airline, American Eagle (more on it later).

This year AA has had frequent incidents of mishandled baggage with an average of 4.07 reports per 1,000 passengers, according to the Air Travel Consumer Reports (this is the worst rating among the major airlines in the study). SeatGuru's survey named American Airlines as one of the three airlines that have the rudest flight attendants and the worst food.

Domestic Baggage Fees:

1st Bag: $25

2nd Bag: $35

3rd Bag: $100

Overweight Bags: $50 (51 - 70 lbs) $100 (71 - 100 lbs)

Oversized Bags: $150 (larger than 62")

3. Alaska Airlines

2009 AQR Score: -1.39

Alaska Airlines has an Airline Quality Rating (AQR) of -1.39, which can be partially attributed to the airline's high number of mishandled baggage reports. According to Air Travel Consumer Reports, the airline averaged 3.98 incidents per 1,000 passengers last year. However, Alaska Airlines did a stellar job when it came to delays, with 88 percent of its flights having on-time arrivals (in the 12-month period ending August 2010).

Domestic Baggage Fees:

1st Bag: $20

2nd Bag: $20

3rd Bag: $20

Overweight Bags: $50 (51 - 100 lbs)

Oversized Bags: $50 (63 - 80") $75 (81 - 115")

2. United Airlines

2009 AQR Score: -1.43

Now that the merger with Continental Airlines is official, United can turn its attention to improving customer service. United received a score of "about average" in the J.D. Power 2010 North America Airline Satisfaction Study but it placed last in passenger satisfaction in the American Customer Satisfaction Index. According to the SeatGuru survey, United joins American Airlines and US Airways as one of the three worst airlines for meals and rude flight attendants. In addition, the Air Travel Consumer Reports places this airline second in consumer complaints (behind Delta), averaging 1.82 per 100,000 enplanements in 2010.

Domestic Baggage Fees:

1st Bag: $25

2nd Bag: $35

3rd Bag: $100

Overweight Bags: $100 (51 - 100 lbs)

Oversized Bags: $100 (larger than 62")

1. Delta

2009 AQR Score: -1.73

Delta had the worst AQR among major airlines with a -1.73, and a couple of its regional airlines did even worse (see Comair and Atlantic Southeast below). It also had the largest drop in passenger satisfaction in the American Customer Satisfaction Index. According to the Air Travel Consumer Reports, Delta was number one in delays for major airlines (78 percent of flights arriving on time in the 12-month period ending August 2010) and first in consumer complaints (averaging 2.23 per 100,000 enplanements in 2010). Also, make sure to note Delta's baggage fees below, as they can get quite painful for those hauling heavy and/or large cargo.

Domestic Baggage Fees:

1st Bag: $25 ($23 if checked online)

2nd Bag: $35 ($32 if checked online)

3rd Bag: $125

Overweight Bags: $90 (51 - 70 lbs) $175 (71 - 100 lbs)

Oversized Bags: $175 (larger than 63 - 80") $300 (larger than 81 - 115")

Worst Regional Airlines

Please note that the regional airlines follow the baggage fee structure of whichever major airline you happen to be flying under.

4. SkyWest

2009 AQR Score: -1.57

SkyWest Airlines has several hubs throughout the United States, including Chicago and Los Angeles. SkyWest received a -1.57 AQR, which is the fifth worst score overall among the airlines covered in the 2010 Airline Quality Ratings. One area that contributed to this score was mishandled baggage, where they averaged 5.69 incidents per 1,000 passengers last year. It acts as a regional airline for AirTran, Delta Connection and United Express.

3. Comair

2009 AQR Score: -2.22

With a -2.22 AQR, Comair got the third worst score overall among the airlines surveyed in the 2010 Airline Quality Ratings. Mishandled baggage was an issue, with an average of 6.04 incidents per 1,000 passengers last year. Comair was also number one in delays overall, with only 73 percent of flights arriving on time in the 12-month period ending August 2010, according to the Air Travel Consumer Reports. Comair is a regional for Delta Connection, with its main hubs at Cincinnati-Northern Kentucky and JFK airports.

2. Atlantic Southeast

2009 AQR Score: -2.49

Atlantic Southeast serves as a regional airline for Delta Connection and United Express with several hubs in the States, including Memphis and Chicago. It has the second most incidents of mishandled baggage (6.67 reports per 1,000 passengers on average in 2010 so far) according to the Air Travel Consumer Reports. Atlantic Southeast received a -2.49 AQR, which is the second worst score overall among the airlines covered in the 2010 Airline Quality Ratings.

1. American Eagle

2009 AQR Score: -2.83

With a -2.83 AQR score, American Eagle has the unwelcome distinction of having the worst score overall among the airlines covered in the 2010 Airline Quality Ratings. According to the Air Travel Consumer Reports, it also had the most incidents of mishandled baggage (7.41 reports per 1,000 passengers on average in 2010 so far) and was number two in delays, with only 76 percent of flights arriving on time in the 12-month period ending August 2010. American Eagle is the main regional for American Airlines. American Eagle operates out of a number of hubs in the United States, including Boston and Dallas.

See original article at:

http://travel.yahoo.com/p-interests-36360593

[Guest epigonos]

I have always liked Alaska Airlines. I'm leaving Monday morning for a week in Puerto Vallarta and am taking direct Alaska flights both directions.

Over the last few years I have developed the following personal policy regarding flying with luggage. If I can't take something in carry-on I don't take it. If I can't take it in carry-on and I can't go without it I DON'T GO -- period. Fortunately I am a leisure traveler not a business one.

[TotallyOz]

Over the last few years I have developed the following personal policy regarding flying with luggage. If I can't take something in carry-on I don't take it. If I can't take it in carry-on and I can't go without it I DON'T GO -- period. Fortunately I am a leisure traveler not a business one.

I am always impressed with people that can do this. How is it possible? Do you use the hotels to clean clothes for you? Do you take liquids for bathroom essentials? How do you get things so compact?

[Guest epigonos]

It is really quite easy once you decide to make the effort. I have spent six weeks in Europe taking ONLY carry-on. I NEVER take a coat and tie. I don't eat in restaurants the require either. I take two pairs of dark blue Dockers, five polo shirts, and one nice long sleeve dressy shirt. I take only ONE pair of shoes -- black Clark's are excellent walking shoes and can double as dress shoes if need be. I take five pairs of white cotton socks and two pairs of dark socks. I do laundry once a week and all hotels I have stayed in have irons. I carry all of my toiletries in a one quart ziploc bag and if I run out of something I buy what I need locally. If I think I will need a jacket or sweater for warmth I wear it on the plane. What do you think?????

[Guest zipperzone]

What do you think?????

I think you're absolutely brilliant - The only thing you didn't mention is underwear - or do you go commando?

[Guest Conway]

Just a tip for those who don't like paying baggage fees. Delta and Continental will waive your first bag fee if you carry their airline branded credit card. The Continental Card has an $85 annual fee. So, if you travel and carry one check bag more than three times a year, it pays for itself.

As for the ratings, I really hate US Air. I would rather walk. But, since business takes me to the southeast frequently, it is my regular flight in and out of Charlotte.

I find Delta tolerable though I do deplore both the Atlanta and Cincy airports. I find Airtran and Frontier more tolerable than others because they set bargain rates on every route they fly that others have to follow.

Continental is great for premium fliers as is United. If you're a high level frequent flier with United, you pretty much can get anything you want in terms of seat assignments. I never had that love from American.\

And, Southwest- I can tolerate the cattle call in exchange for flying into the pleasant Midway versus the intolerable OHare.

[Guest epigonos]

zipperzone BINGO!! You got me! I have gone commando since I was in my early twenties -- I absolutely hate underwear. However, if a guy chooses to wear it there would be sufficient room in the carry-on for five pair of underwear.

[TotallyOz]

I think you're absolutely brilliant - The only thing you didn't mention is underwear - or do you go commando?

I agree. Great post and good comments on how to pack lightly! Thanks epiginos.

Just a tip for those who don't like paying baggage fees. Delta and Continental will waive your first bag fee if you carry their airline branded credit card. The Continental Card has an $85 annual fee. So, if you travel and carry one check bag more than three times a year, it pays for itself.

Good idea! Those with high levels also travel with more bags. I am Platinum on several airlines and I can take 3 free up to 70 pounds each.

[TampaYankee]

When I travelled for business I lived out of one carry-on and one garmet bag, also a carry-on in those days. The idea was quick in and out of airports and no lost luggage. Laundry, if needed was a business expense. If my toiletry bag or the hotel room supplies were insufficient, as was seldom the case, I shopped the hotel shop or nearby pharmacy. The object was business not creature comforts of home.

One of my colleagues needed a gaggle of porters when he travelled. I never saw anyone with so many bags. I think he carried a toaster and fridge.

If I travelled for pleasure then I ditched the g-bag and a check bag was optional, depending on length of stay.

[Guest CharliePS]

Just a tip for those who don't like paying baggage fees. Delta and Continental will waive your first bag fee if you carry their airline branded credit card. The Continental Card has an $85 annual fee. So, if you travel and carry one check bag more than three times a year, it pays for itself.

As for the ratings, I really hate US Air. I would rather walk. But, since business takes me to the southeast frequently, it is my regular flight in and out of Charlotte.

I find Delta tolerable though I do deplore both the Atlanta and Cincy airports. I find Airtran and Frontier more tolerable than others because they set bargain rates on every route they fly that others have to follow.

Continental is great for premium fliers as is United. If you're a high level frequent flier with United, you pretty much can get anything you want in terms of seat assignments. I never had that love from American.\

And, Southwest- I can tolerate the cattle call in exchange for flying into the pleasant Midway versus the intolerable OHare.

I wonder if Continental will continue this baggage charge policy. I flew Continental a few weeks ago and had a pleasant free lunch on a flight from Denver to New York. I joked to my seatmate that, when United found out about that, they would put a stop to it. Sure enough, a couple of days later, Continetal (now merged with United, announced that they were discontinuing free meals immediately. I wonder if United will do the same thing to the free baggage for holder of their credit card (I'm a United Mileage Plus cardholder, and I know they don't waive the baggage fee for me).

[Lucky]

Since I cannot start a new thread, I tack this on here:

New rules making things better for passengers are set to take effect. Kathleen Pender at SFGate.com tells us what they are:

Starting today, airline passengers get more rights and protections as new Department of Transportation rules take effect.

The new rules require airlines to refund baggage fees on lost bags, pay more cash to passengers bumped involuntarily from oversold flights and prominently disclose on their Web sites all fees for optional services such as checked bags, meals, upgraded seating and canceling or changing reservations.

Although very few passengers are bumped involuntarily, the new compensation rules could make it easier for passengers who are willing to be bumped voluntarily negotiate a better deal with airlines, says Jon Fox, a consumer advocate with the California Public Interest Group.

The new rules also expand the existing ban on lengthy tarmac delays to cover international flights at U.S. airports.

Last year, DOT prohibited U.S. airlines operating domestic flights from stranding passengers on the tarmac for more than three hours without returning to the gate and giving them a chance to get off. The rule also required airlines to provide food, drink and bathroom facilities after two hours on the tarmac. Airlines that violate the rule can be fined up to $27,000 per passenger.

Starting today, the same rule applies to international flights delayed at U.S. airports, but give airlines four hours instead of three before returning to the gate. The new rule applies to foreign and domestic airlines but does not apply when flights to or from the United States are stuck on the ground at foreign airports.

Gary Leff, co-founder of Milepoint.com, says the new rules sound impressive "but won't change the travel experience for the vast majority of passengers."

Under the new rules, airlines must:

--Refund any baggage fees charged if they lose your luggage.

--Provide a link on their home page to a Web page that discloses all optional fees.

--Increase cash compensation for involuntary bumping on oversold flights.

Previously, bumped passengers got the one-way value of their ticket, up to $400, if the airline got them to their destination within one to two hours of their originally scheduled arrival time for domestic flights and within one to four hours for international flights. They were entitled to twice the one-way value of their ticket, up to $800, if the involuntary bump delayed them for more than two hours for domestic flights and more than four hours for international flights.

Under the new rule, bumped passengers will get double the one-way price of their ticket, up to $650, for the shorter delays and four times the one-way value of their tickets, up to $1,300, for the longer delays. These amounts will be adjusted for inflation every two years.

While that sounds like a lot, very few passengers are involuntarily bumped -- a little less than 1 out of every 10,000 passengers in the first half of 2011, according to the Air Transport Association.

"The upside (of the new rules) has been greatly exaggerated," says Ed Perkins, a contributing editor to SmarterTravel.com. "Everybody focuses on those almost-double payment numbers for bumping, but keep in mind those are maximums. If you are on a cheap ticket you will get a lot less than that."

Also, if you are a connecting flight, the mandatory payment applies only to the segment from which you get bumped. For example, if you are flying from San Francisco to New York via Chicago and get bumped from the Chicago-New York leg, the airline can pro-rate your bump payment based on the fare from Chicago to New York.

Perkins says the only potential downside in the new rules is if airlines cancel more international flights, which often leave only once per day, to avoid steep the steep tarmac penalties. That was the fear when the tarmac rules on domestic flights took effect last year.

Transportation Secretary Ray LaHood proclaimed earlier this year that the rule had "virtually eliminated" lengthy tarmac delays on domestic flights. But it's not clear whether the new rules have caused more flight cancellations.

Research by independent airline consultants Darryl Jenkins and Joshua Marks say it has; LaHood says it has not. In his blog, LaHood says, "the number of flights canceled after tarmac delays of more than two hours -- the flights that could have conceivably been canceled to avoid violating the rule -- increased only slightly" since the rule took effect.

But Jenkins says that's because airlines worried about penalties are not waiting two hours to cancel flights, they are canceling a lot more flights after 90 minutes to make sure they have time to get back to the gate and remove other planes if necessary, which leads to more flight cancellations throughout the system.

Under more rules that take effect Jan. 24, airlines will have to:

--Include all taxes and fees in advertised fares.

--Let passengers hold a reservation without payment, or cancel it without penalty, for 24 hours after the reservation is made, if the reservation is made at least one week before departure.

--Disclose baggage fees when passengers book a flight and on e-ticket confirmations.

--Provide prompt notification of delays of over 30 minutes, as well as cancellations and diversions.

Many airlines already provide these services, but Congress has refused to mandate them, says Rick Feaney, CEO of Farecompare.com.

Since the Obama administration took over, "they have been edicting many of the things that were in the passenger bill of rights through the Department of Transportation and Federal Aviation Administration. It's good. Some of these things (such as refunding bag fees for lost bags) were so commonsensical you think nobody would break them," but they sometimes did, Feaney says.

Posted By: Kathleen Pender (Email) | August 23 2011 at 05:07 PM

Read more: http://www.sfgate.com/cgi-bin/blogs/pender/detail?entry_id=96012#ixzz1VuPY0kAO

[OneFinger]

Since I cannot start a new thread...

OK, I'll ask the stupid question. Why can't you start a new thread??

Hopefully your status here is not in jeopardy.

[MsGuy]

OK, I'll ask the stupid question. Why can't you start a new thread??

Hopefully your status here is not in jeopardy.

LOL, Lucky's restriction is entirely self-imposed, OneFinger.

It's part of his campaign to get us laggards to post more and to open new threads.