Thu, Feb 16, 2012
DOT Report Shows Lowest-Ever Rate Of Mishandled Baggage
Airlines for America (A4A) on Tuesday released a report showing
the best performance ever in 2011 for three key customer-service
metrics, including the best on-time arrival rate for any fourth
quarter in history. According to the DOT Air Travel Consumer Report
released Tuesday, airlines also posted the lowest-ever recorded
annual rates in mishandled baggage and bumped passengers.
"Our members are committed to and are delivering levels of
safety and customer service that no other industry, given its
complexity, matches and the airlines are working to improve on that
every day, making air travel even safer and more efficient for
passengers and shippers," said A4A President and CEO Nicholas E.
Calio. "Airlines know how important it is for customers to arrive
on time with their bags, and today's report demonstrates the
significant investments they have made in technology, training and
processes to improve the travel experience."
According to the DOT report, new records were set in three
- On-Time Arrivals: For the fourth quarter of 2011, U.S. airlines
recorded an 85.07 percent on-time arrival rate, the best ever for
any fourth quarter and the second best of any three-month period
recorded by DOT. The previous fourth-quarter record was in 2001
with an 83.24 percent on-time rate. The best on-time rate for any
quarter was 85.17 percent in the third quarter of 1991. For
full-year 2011, the on-time arrival rate was 79.6 percent,
representing the third year in a row that the industry had an
on-time rate of nearly 80 percent.
- Mishandled Baggage: In 2011, there were 3.39 reports of
mishandled bags per 1,000 passengers, an all-time low for the
metric. The 2011 rate represented a 26 percent improvement from
2010. The statistic also shows that nearly 99.7 percent of U.S.
airline passengers had their bags delivered on time.
- Bumped Passengers: In 2011, U.S. airlines reported 0.81
involuntary denied boardings per 10,000 passengers, constituting a
5 percent drop from 2010 and an all-time low.
The new data also shows that consumer complaints dropped in 2011
to 1.18 per 100,000 passengers, versus 1.20 in 2010.
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