The worse the service, the cheaper the tickets: rating of US airlines

Any frequent flyer will tell you that some airlines are better and some are worse than others. Experts have ranked US airlines based on customer satisfaction, reports Gizmodo.

Photo: IStock

Air travel has gotten a lot worse. No checked luggage, less and less legroom, charging for Wi-Fi - it's all part of a strategy where companies deliberately make your experience even more unpleasant to encourage paid services. But there are other things that affect your comfort during flights.

The rankings were based on the annual customer satisfaction index from Statista, a market research firm that has been surveying airlines since 1995.

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Here's how airlines rank as passenger dissatisfaction rises.

Alaska Airlines

The company is the fifth largest airline in North America, but it ranks first in customer satisfaction. She received a score of 81, well above the average of 76.

American Airlines

American Airlines is the largest airline in the world, operating nearly 6700 flights per day. Most passengers seem to leave the plane relatively unscathed, although the customer satisfaction score of 78 leaves a lot to be desired.

Southwest Airlines

Southwest is tied for second place with American Airlines. This is partly due to the company's strategy of avoiding the deliberately bad policies of many competitors. For example, checked baggage is still free, and you can always cancel your flight at no additional cost.

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The company likely loses points because Southwest uses a system that involves many more connecting flights.

United Airlines

United Airlines is in third place. The company's satisfaction rate plummeted in 2017 when a horrific viral video shocked the Internet.

After the passengers boarded, United flight attendants demanded that a 69-year-old doctor named David Dao leave the plane so that a United employee could fly in his place. Dao refused, saying he needed to help patients at his destination.

He was forcibly removed from the plane and allegedly lost consciousness. All this happened in front of the frightened passengers.

JetBlue

Then another draw. JetBlue, which came in fourth, is a relatively new player in the skies.

It all started with a decidedly consumer-friendly attitude that has seen the company remain the most satisfying passenger company for several years. Since then, it has succumbed to market pressure and introduced bad changes. Today, JetBlue receives a decidedly mediocre score of 76, the industry average.

Delta Airlines

Also in fourth place is Delta, which scores a 76 on the satisfaction scale after rising near the bottom of an abysmal worst-in-class ranking in 2011.

Allegiant Air

Like its low-cost competitors, Allegiant offers you an impressively low price that can only buy you a seat on the plane.

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Allegiant has a history of security problems. A series of investigations conducted in 2016 and 2017 found that Allegiant was four times more likely than other airlines to experience in-flight mechanical problems, including "in-flight engine failures, smoke and fumes in the cabin, rapid descent, control failures flight, hydraulic leaks and aborted takeoff."

Frontier Airlines

Frontier has been at the bottom of the list since Statista first included it in its survey back in 2015.

An "ultra-low-cost" airline isn't as cheap as it seems. You'll have to pay onerous fees for things like carry-on luggage, in-flight drinks and seat selection. Frontier even charges you for the luxury of booking a flight. If you purchase your ticket on the company's website or by phone, you'll pay an additional $23 for the privilege. The only way to avoid these costs is to buy a ticket at the airport.

If you want to have some fun, you can check out Frontier Airlines' TripAdvisor page, which has interesting reviews like "staff laughing at customer left outside in wheelchair" and "I should have read the reviews instead of looking at the price!"

Spirit Airlines

Spirit Airlines' bright yellow planes have been making people unhappy for a long time. The company has been ranked last on Statista's list every year since 2015, with the exception of 2018. It then tied for last place with Frontier Airlines. Frontier is so despised that there is a Facebook group called “I Hate Frontier Airlines” that has over 6000 members. And yet Spirit manages to take the title of worst airline over and over again.

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