Despite its 15th position on the DOT report, United spokesman Rahsaan Johnson noted the airline’s 50% improvement from its DOT approval rating in 2012 and said internal ratings rose 70%.
“We spend a great deal of time looking at surveys that come back from customers – at least 8,000 per day, along with emails and letters, and reports from the DOT,” he told Yahoo Travel. “We’re very happy that we’re making progress in meeting customer expectations, getting customers to their destinations and delivering a pleasant experience. We’re not done, though, and we recognize we’re not done.”
Not surprisingly, time was one of the most looked-at factors on the DOT survey, from tarmac delays to arrival times.
Which airlines are consistently on time? Hawaiian Airlines was the top ranked at 93.3% last year, followed by Alaska Airlines at 87.2% and Delta Airlines at 84.5%. The lowest-ranked airlines for arrival times were American Eagle Airlines at 72.1%, followed by Expressjet at 72.8% and Frontier Airlines at 73.1%.
Southwest Airlines had the fourth-worst ranking for arrival time (76.7%), and it attributes that to connect times and tightened turn times made to add flights at more desirable times of the day without adding aircraft.“Looking back, the changes we made were too aggressive and impacted our overall performance – putting us behind on on-time by around 10 minutes,” SWA spokesman Brian Parrish told Yahoo Travel in an email.