U. S. Airlines Improve On-Time Arrivals, Customer Service

By Eva Leonard on 14 February 2012
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Airlines in the United States posted their best performance so far in on-time arrivals, baggage handling, and bumping passengers in 2011.

The U.S. Department of Transportation’s latest Air Travel Consumer Report  revealed that U.S. airlines posted an 85.07 % on-time arrival rate at the end of 2011, the best rate ever for a fourth quarter. Rates of mishandled baggage in 2011 decreased 26 % over 2010 figures, and the percentage of involuntarily bumped passengers dropped 5 % from 2010.

Customer complaints also fell in 2011 to 1.18 per 100,000 passengers, down from 1.20 per 100,000 in 2010.

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  3. United Airlines to Partner with IBM and Apple to Overhaul Mobile Technology to Help Improve Customer Service
  4. Lufthansa to Partner with IBM Watson to Improve Customer Service

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