Airlines are generally providing better services to their customers, despite the recent onslaught of headlines on customers miserable experiences, according to a new report.
In fact, the quality of airline services hit an all-time high last year, according to the Airline Quality Rating report, authored by Wichita State University professor Dean Headley and Embry-Riddle Aeronautical University professor Dr. Brent Bowen. They have been surveying the airline industry for 26 years.
They measured the quality of airline services based on four factors: on-time arrivals, denied boardings, complaints to the U.S. Department of Transportation and percentage of mishandled baggage.
While the percentage of on-time flights, at 80.2 percent, was slightly lower last year than in the previous year, the other three factors improved.
“Overall the airline experience is getting better for most people, although there are still people that are disappointed," Dean Headley, a professor at Wichita State University, said, according to CNBC.
Several negative news stories on airline service lately include an incident where a passenger was dragged off of an overbooked United Airlines (UAL) plane. But the Airline Quality Rating report shows the number of denied boardings actually declined year over year. (See also: Warren Buffett May Want to Buy Southwest Airlines.)
"We hope the industry got the message," said Headley. "It was a horrible message that we saw last spring. Certainly, from that point in time through the end of 2017, the industry as a whole cut its involuntary denied boardings."