. Travelers Take Note: These Are the Airlines with the Best and Worst Customer-Service Records | Northstar Meetings Group

Travelers Take Note: These Are the Airlines with the Best and Worst Customer-Service Records

New research reveals which airlines rank the highest and lowest in terms of flight arrival time, customer complaints and lost baggage. 

Airlines Best Worst Customer Service Research

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From extensive delays to lost bags, everyone has an airline horror story. But your chances of starting a trip on the wrong foot may vary, depending on which airline you fly. 

New research from Upgraded Points, a travel points and information company, reveals which U.S. airlines rank the highest and lowest in terms of flight arrival time, lost baggage and number of complaints.

According to the study, which analyzed data from U.S. Department of Transportation air travel consumer reports between November 2018 and August 2019, the airlines with the highest percent of on-time arrivals are Hawaiian Airlines (86.5 percent), Delta (82.4 percent) and Endeavor Air (81.9 percent). Meanwhile, ExpressJet ranked the worst with only 70 percent of flights arriving on time. Frontier and JetBlue tied for second-lowest, with a 72 percent score each.

ExpressJet also took the lead for the highest percent of cancelled flights (3.7 percent), followed by Envoy Air (3.8 percent) and Mesa Airlines (3.1 percent). The airlines with the least number of cancelled flights are Delta (0.2 percent), Hawaiian Airlines (0.4 percent) and Allegiant Air (0.5 percent).

In addition, the study analyzed the total number of mishandled bags per airline and the average amount per 1,000 bags handled. Southwest Airlines and American Airlines ranked the worst with 49,191 and 47,243 mishandled bags, respectively. Envoy Air, however, had the highest average number of mishandled bags (8.7 per 1,000). 

In terms of customer complaints, Frontier and Spirit Airlines tied for the highest number of average monthly complaints (27 per 10,000 passengers), while Southwest and Endeavor Air averaged the lowest number of average monthly complaints, with both airlines receiving about five complaints per 10,000 customers served. 

The research also looked at the type of complaints filed and found that Republic Airways received the most complaints related to flight problems (87.1 percent), Sun Country Airlines led the number of baggage-related complaints (26.8 percent), and Allegiant Air held the title for most complaints related to disabled passenger issues.