Bad year for airline quality

WASHINGTON – Low-cost carriers AirTran, Jet Blue and Southwest took the top three spots in a national survey of airline quality, while the industry overall hit its lowest rating in the nearly two decades of the study.

The poor ratings come at a time of rising fuel prices and increasingly fed-up consumers.

At the bottom of the list released Monday were Comair, American Eagle and in last place: Atlantic Southeast Airlines.

The past year “was the worst year ever for the U.S. airlines,” said Brent Bowen, a study co-author and professor at the Aviation Institute at the University of Nebraska at Omaha. “Overall operational performance and quality declined once again to the lowest level that it’s ever been.”

The annual Airline Quality Rating survey found that more bags were lost, more passengers were bumped, more consumers complained and fewer flights arrived on-time than in the previous year. The overall “quality score” the researchers gave the industry (-2.16) was the lowest in the nearly two decades they’ve been studying the airlines.

The survey comes at a difficult time for the industry given rising fuel prices, safety problems and bankruptcy troubles that shut down three carriers last week. ATA, Aloha Airlines and Skybus stopped flying because of financial pressures.

Major airlines also have slashed jobs while adding fees for second bags, traveling with pets and booking tickets by phone. And American, Southwest, Delta and United airlines have all had to cancel flights recently to perform safety inspections on some of their planes.

Last month, the Federal Aviation Administration hit Southwest with a $10.2 million civil penalty for missing safety inspections and then continuing to fly planes with passengers on board even after realizing the mistake. Early on, Southwest said it planned to appeal. More recently, however, the company has said it has requested an informal conference with the FAA to negotiate the penalty.

According to the study, the rate of consumer complaints was up 60 percent last year. US Airways had the most complaints. Southwest had the fewest. In all, complaints were up for 15 of the 16 airlines included in the study. Mesa Airlines was the exception.