But which was the absolute worst US carrier? That's Envoy Air, which operates American Eagle, and got an Airline Quality Rating (AQR) of -2.83, more than double the average score of -1.24, and was named the poorest service for on-time flights and lost luggage, misplacing one bag per 110 flyers. On average one bag is lost per 275 flyers.
Next worst, ExpressJet scored an AQR of -2.12 and sucked most at overbooking flights and turning away passengers at the gate. Which is a great way to turn any normal person into Yosemite Sam in about a millisecond. SkyWest, which tied with ExpressJet for bumping the most passengers from flights, landed third worst, with a -1.84 AQR.
As for the airlines providing the best service, Virgin America flew to the top of the list for the third year in a row, awarded an AQR of -0.30, and credited with actually taking care of passengers' bags and for not bumping folks from its flights. Hawaiian Airlines, which operated the most on-time flights last year, took second, while Delta Air Lines grabbed third place. But only Virgin, Hawaiian, and Alaska Airlines -- which made it to no. 5 with the fewest customer complaints -- actually improved on their service from the previous year.