In the five years 2007 - 2011, see Table 2. theU.S. airline industry improved in two major categories; on-time performance and baggage handling, with a slight increase in involuntary denied boarding, and customer complaints, according to the data provided by the DOT performance analysis of the top 14 carriers of U.S. airlines that are required to report performance by virtue of having at least 1% of domestic scheduled-service.
The results show an improvement over the five years period with airlines on-time arrivals. The rate of on-time arrivals increased to 84.5 % in 2011 from 66.2 % in 2007 with a mean score of 72.9% overall for all 14 airlines. The top three performing airlines in this category from 2007 to 2011 were Hawaiian Airlines (M=87.44, SD=4.88), US Airways (M=77.66, SD=6.14 ) and Alaska Airlines (M=75.98, SD=11.31), see Table 2.