Alaska Airlines’ Quality Rating Descends From the Top Perch

The Seattle carrier still ranks among the top five airlines in quality of service, however
Updated: Mon, 04/08/2019 - 14:35
 
 
  • The Seattle carrier still ranks among the top five airlines in quality of service, however

Alaska Airlines’ airline-quality rating took a hit last year, dropping from the No. 1 spot in 2017 to No. 4 in 2018, according to a just-released industry-standard report.

Alaska was still digesting its merger with Virgin America in 2018, which was completed in April, and the integration appears to have been a bit of a drag on its quality performance as measured in the current report, which was released today, April 8.

The report, prepared annually by the Barton School of Business at Wichita State University and Embry-Riddle Aeronautical University, tracks four major variables in determining an airline’s overall quality rating. They are as follows: involuntary denied boardings; mishandled bags; customer complaints; and on-time performance ― the most heavily weighted factor.

The 2019 report is based on 2018 performance metrics. For this year’s report, Alaska ranked 7th in baggage service, 3rd in on-time arrivals, 5th in fewest denied boardings and 2nd in customer satisfaction.

“Delta was the only airline to improve in all four categories,” the report states. “Six of the airlines rated performed better in 2018 versus their 2017 scores. Those carriers were Delta, Hawaiian, JetBlue, Southwest, Spirit and United. Airlines whose scores declined in 2018 were Alaska, American and Frontier.”

Despite Alaska’s quality-rating slip in the recent report, it still ranked among the top five airlines in terms of its 2018 performance ― landing ahead of No. 5 Hawaiian. Following top-ranked Delta in the quality ratings were JetBlue at No. 2 and Southwest Airlines at No. 3.

Related Content

At first glance, Teleion’s approach seems unusual. Here’s why it works.

Stan McNaughton is chairman of the board, president and CEO of PEMCO.

As many of us approach the one-year mark of working from home, there’s plenty to think about as planning starts for return to office and our “next normal.”

Like many small businesses, Fremont Health Club is struggling. But it will survive.

Like many small businesses, Fremont Health Club is struggling. But it will survive.

TMC's Cheri Perry knew she had to change. So she did.

TMC's Cheri Perry knew she had to change. So she did.