(PRBuzz.com) April 12, 2013 -- San Francisco, CA- According to the newest study release, Virgin America did the very best job of flying customers last year, while United Airlines was the worst as far as passenger ratings The silver living for United is that overall passengers had a better experience than previous studies according to the raw numbers.
The performance of the 14 leading carriers in 2012 was nearly the same as in 2011, according to the annual national Airline Quality Rating No. 23.
The industry has improved in two of the four areas that are monitored: on-time performance and baggage handling. Involuntary denied boardings of customers complaints were rated higher, however, according to the study.
"Every time there are more planes in the sky and more people flying, airline performance suffers," said Dean Headley, associate professor of marketing at the W. Frank Barton School of Business at Wichita State University.
Virgin America had the highest baggage handling rating, with a 0.87 mishandled bags per 1,000 passengers total. American Eagle had the worst rating in that particular setting, with 5.80 mishandled bags per 1,000 passengers.
Hawaiian Airlines was the best as remaining on schedules, with Skywest and American Airlines having the worst in the field, the study noted.
Customer complaints per 100,000 passengers was increased overall from 2011 to 2012, with numbers rising from 1.19-per to 1.43-per.
Three of the 14 total airlines in the study improved their customer complain rates in 2012. United Airlines, owned by the United Continental Holdings Inc. Had the highest complaint rate overall, while Southwest Airlines had the lowest of all surveyed companies.
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