(CNN) – Which airline is least likely to lose your checked baggage, or most likely to get you to your destination on time? A new survey of the airline industry has some important numbers for frequent fliers.
Despite upticks in late flights and mishandled baggage across the nation’s fifteen largest airlines, the number of consumer complaints to the federal government about airlines, actually dropped about 15 percent in 2013. That’s according to the latest annual airline quality rating, a project of Wichita State University and Embry-Riddle Aeronautical University.
Rankings are compiled with a formula that factors on-time performance, denied boardings, or “bumping” passengers from flights, mishandled baggage, and customer complaints.
Hawaiian Airlines had the best on-time performance — 93.3% — among the 15 U.S. airlines rated.
Overall, the industry slipped more than 3 percent in on-time arrivals to 78.4 percent in 2013, and the average number of lost, delayed or stolen luggage across the industry ticked up slightly to 3.21 bags per every one thousand passengers.
The least likely to lose or misroute baggage: Virgin America; and the least likely to complain about their airline, according to the survey: passengers flying Southwest.
Here are the rankings of the U.S. carriers evaluated by the rating:
- Virgin America
- Endeavor Air
- US Airways
- American Eagle