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Study: U.S. airline quality improving
'After September 11 ... a more rational system'
April 8, 2002 Posted: 9:56 AM EDT (1356 GMT)

WASHINGTON (AP) -- Results of a study released on Monday indicate that United States-based airlines' efforts to bring back passengers after the September 11 attacks are being helped by more on-time arrivals, fewer bags being lost and fewer travelers being bumped.

The annual study by two professors found that customer service was improving even before the terrorist attacks, and continued as airlines scheduled fewer flights when business dropped off in their aftermath.

"They were doing pretty good before they got to September 11," said study co-author Dean Headley, an associate professor of marketing at Wichita State University. "After September 11, with a more rational system -- fewer passengers, fewer airplanes, fewer flights -- it worked better."

Rather than canceled or delayed flights, passengers instead face increased security, sometimes being told to arrive two hours before their scheduled takeoff because of lines at screening checkpoints.

The report, issued by Headley and Brent Bowen, director of the aviation institute at the University of Nebraska at Omaha, was funded by the universities.

Alaska Airlines was rated highest for passenger service among the airlines surveyed. The airline finished second last year, behind Delta, which was rated fifth this year.

TWA, which has since been taken over by American Airlines, was rated last.

America West, which received the lowest rating in 2000, was rated seventh this year.

All the airlines except Delta had higher overall scores than in 2000, the study said.

Based on data collected by the U.S. Transportation Department, the study found that last year:

Flights of 11 carriers were on time 77.4 percent of the time, up from 72.6 percent in 2000.

The Transportation Department received 2.11 complaints for every 100,000 passengers, a decline from 2.98 in 2000.

For every 1,000 bags checked, airlines mishandled or lost 4.55, down from 5.29 in 2000.

The rate of passengers being bumped from flights against their wishes dropped to 0.86 per 10,000 from 1.04 in 2001.

Headley: 'Right back where we were'
United Airlines spokeswoman Susana Leyva said the study shows that the airlines were serious when they promised to improve customer service.

"When you look at the experience on the ground, the experience in the air, we are moving in the right direction," she said.

With Congress considering legislation in 1999, the airlines and the Transportation Department instead agreed on a package of voluntary standards. Last year's airline quality study found no improvements, and lawmakers resumed talking about passing a bill aimed at improving customer service.

The issue quickly faded as the terrorist attacks changed the debate from airline service to security. With air travel still down, fewer passengers and fewer flights have reduced overcrowding, delays and complaints.

Passenger levels won't return to pre-September 11 levels until next year, the Federal Aviation Administration (FAA) said last month. Air travel is expected to increase steadily thereafter, it said.

Wichita State's Headley said the airlines need to prepare for the return of passengers.

"Unless they've learned from this pause, we're going to be right back where we were in another year or so," he said.

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