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Airline Customer Service Rankings

The Wall Street Journal's Middle Seat article presents its rankings of major airlines based upon different aspects of customer service, including on-time arrivals, flight delays, baggage handling and canceled flights.  The chart from the article shows the rankings across the various categories of seven major airlines, among which American placed last overall and Alaska, the smallest of the seven, placed first.  Also noteworthy was Delta's second place ranking, which is up from ninth in 2010 among major airlines.  American Airlines' poor ranking comes as no surprise, as the airline filed for bankruptcy in November.  According to the article, the airline blames its aging fleet, as frequent mechanical breakdowns have caused increased cancellations.  It also blames extraordinary weather, including a hailstorm in Dallas that damaged 50 jets.  The article also points out the detrimental effect that United and Continental's 2010 merger has had on customer service.

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