More flights are arriving on time and carriers are canceling fewer services, yet passenger dissatisfaction remains, according to a Department of Transportation report released last month.
In February, about 83 percent of flights on major U.S. airlines arrived on schedule, up from 81 percent in January and 72 percent in February 2015. Among carriers, Hawaiian Airlines and Alaska Airlines posted the best on-time records. Of the largest four carriers, Southwest led for punctuality, followed by Delta Air Lines, United Airlines and American Airlines. At the other end of the spectrum, Spirit Airlines and JetBlue Airways had the highest rates of delay, with more than 30 percent of their flights arriving late.
The 12 largest airlines canceled 1.6 percent of scheduled flights in February, an improvement from 2.6 percent in January and 4.8 percent in February 2015. Spirit recorded the highest cancellation rate at 3.9 percent, while Hawaiian had the fewest cancellations, accounting for only three canceled flights in February.
Despite these operational gains, consumer complaints filed with the government increased year over year, rising to 1,113 from 1,039 the previous year. The report covers only complaints submitted through federal channels; it does not include the many grievances passengers lodge directly with airlines or on social media.
Improved on-time performance and fewer cancellations are positive signs for the industry, but the uptick in formal complaints suggests passengers still expect better service. Common sources of dissatisfaction include delays, irregular operations, baggage problems and customer service issues—areas airlines continue to address as they balance schedules, staffing and fleet reliability.
Overall, the data indicate steady improvement in punctuality and cancellation control since 2015, yet also highlight the ongoing challenge of meeting passenger expectations even as operational metrics improve.