Service improves for air travelers

WASHINGTON – Led by low-cost carrier AirTran Airways, airlines are doing a better job of getting passengers to their destinations on time, with their bags and with fewer complaints, private researchers who analyzed federal data on airline performance said Monday.

It was the second year in a row that AirTran topped the rankings of the nation’s 15 largest airlines included in the annual report. Hawaiian Airlines and JetBlue Airways also repeated their performance from the previous year, ranking second and third, respectively.

The rankings are based on data airlines supply the Department of Transportation regarding lost bags, delayed flights and bumpings from full planes, and on consumer complaints made to the department.

Overall, the report shows flying is getting better even with fare increases, canceled routes and a seemingly endless parade of new fees, said Dean Headley, a business professor at Wichita State University who has co-written the annual report for 22 years.

Airlines are slowly, steadily recovering from their meltdown five years ago, when, under the strain of near-record consumer travel demand, their performance tanked, Headley said. Industry performance for all four measurements was slightly better in 2011 compared with 2010.

“Airlines are finally catching up with what their promise is, which is getting you there on time 80 percent of the time with your bags,” Headley said.

The overall rankings in order were: AirTran, Hawaiian, JetBlue, Frontier Airlines, Alaska Airlines, Delta Air Lines, Southwest Airlines, US Airways, SkyWest Airlines, American Airlines, Continental Airlines, United Airlines, Atlantic Southeast Airlines, Mesa Airlines and American Eagle.