Delta Air Lines took the No. 1 spot in an annual Airline Quality Rating based on its performance in 2018.
The ranking looks at on-time performance, baggage handling, customer complaints and denied boardings. It’s a research project by researchers at Embry-Riddle Aeronautical University’s Prescott, Ariz. campus and Wichita State University.
Atlanta-based Delta Air Lines improved in all four categories, rising from No. 2 in last year’s ranking to the top spot this year.
JetBlue, which has been flying to Atlanta since 2017, took the No. 2 spot.
Southwest Airlines, the second-largest carrier at Hartsfield-Jackson International Airport behind Delta, came in at No. 3.
In 2018, airlines overall had the lowest rate of bumped passengers, mishandled bags and customer complaints since the Airline Quality Rating started in 1991, according to the researchers.
“These results are very needed by the traveling public, given all the recent reports of airlines losing the confidence of key consumers,” said Brent Bowen, co-author of the report and professor of aeronautical science at Embry-Riddle’s Prescott campus, in a written statement.
Airline Quality Rating
Based on 2018 performance
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