Table 2. Customer service variables by carriers for the period January to December 2007 to 2011.
% of Flights On-time Passengers Denied
Boarding
Passengers
Complaints
Mishandled Baggage
Airlines Mean SD Mean SD Mean SD Mean SD
Hawaiian
Airlines
87.44 4.88 0.08 0.06 0.82 0.19 2.63 0.60
Alaska Airlines 75.98 11.31 1.08 0.57 0.53 0.13 4.17 1.40
Mesa Airlines 73.20 10.49 1.84 0.54 0.67 0.13 6.34 2.76
US Airways 77.66 6.14 1.30 0.25 1.99 0.71 4.31 2.49
Airtran Airways 74.80 11.67 0.34 0.16 0.90 0.14 2.37 1.08
Delta Airlines 74.34 8.73 1.18 0.89 1.76 0.31 4.92 1.97
Skywest
Airlines
67.62 7.41 1.09 0.43 0.60 0.12 6.60 2.73
American Eagle 66.88 11.69 2.76 1.11 1.06 0.29 9.14 2.70
Southwest
Airlines
73.46 8.19 1.06 0.25 0.26 0.04 4.19 1.04
American
Airlines
72.92 9.47 0.76 0.14 1.39 0.21 4.93 1.54
Jetblue Airways 67.50 9.73 0.01 0.01 1.00 0.19 3.19 1.24
ExpressJet
Airlines
68.76 5.17 1.88 0.06 0.56 0.28 5.70 1.82
Frontier Airlines 67.10 8.14 1.40 0.63 0.86 0.23 3.59 1.70
United Airlines 73.36 12.26 1.09 0.24 1.86 0.39 4.43 1.02