This Airline Study Ranked Southwest No. 1 in 2023

New research shows that Southwest had the fewest customer complaints in 2020, despite a challenging year for U.S. airlines.

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The annual Airline Quality Rating survey from Wichita State University found 2.64 complaints per 100,000

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customers for the Dallas-based airline. Frontier had the most complaints at 49.3 per 100,000 passengers.

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The analysis found that Southwest was the only rated carrier to preserve almost the same score as before the COVID-19 pandemic

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Refunds dominated complaints (83%), while on-time performance and mishandled luggage improved compared to 2019.

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After topping the list in 2019, Allegiant had the best baggage management with 1.48

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mishandled luggage per 1,000 checked bags. In 2020, the airline had the poorest on-time performance with 71.3%.

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Delta Air Lines, which dropped its pandemic-era middle seat restriction, rose to No. 3 from No. 4 in 2019.

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In a statement, research co-author Dr. Brent Bowen said "travelers want to fly again. Consumer trust in air travel has returned,

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