The Wall Street Journal’s annual Middle Seat scorecard evaluates U.S. airlines across seven performance measures. The 2016 results show overall improvement: the share of flights arriving late fell by 7 percent compared with the prior year, fewer bags were lost, and the number of complaints filed with the U.S. Department of Transportation decreased.
Among carriers, Spirit Airlines recorded the lowest on-time rate, with just 26 percent of flights arriving on time, while Alaska Airlines led the industry for punctuality, posting an 86 percent on-time rate.
Alaska earned the top spot as best overall performer for the fourth consecutive year, narrowly edging out Delta Air Lines. Delta has been strengthening its competitive position against Alaska through expanded routes and service adjustments. American Airlines, the world’s largest carrier, showed some improvement in its metrics but remained at the bottom of the scorecard for the second straight year, mainly because of high rates of cancellations and mishandled baggage. Over the nine years the scorecard has been published, American has consistently ranked last or next-to-last.
Alaska’s notable improvement in baggage handling followed a poor showing in 2015 that prompted a significant overhaul of its luggage systems and processes, contributing to better results on the 2016 scorecard.
Spirit Airlines ranked worst in on-time performance and in customer complaints. Spirit’s chief executive, Robert Fornaro, has said the airline is working to improve operations. The Wall Street Journal notes that Spirit’s fee-driven model—where customers can pay for add-ons such as early boarding and checked bags—contributes to a steady flow of complaints, since many travelers find surprise fees frustrating.
This year’s scorecard highlights incremental gains across the U.S. airline industry, with improvements in timeliness, baggage handling and consumer satisfaction. Airlines continue to face pressure to reduce delays, minimize lost luggage and improve customer communications to keep complaint levels down and passengers satisfied.