#10 Skywest Airlines
.77 complaints per 100,000 passengers
The largest independently owned regional airline boasts a low complaint rate even though it flew almost 12 million passengers over the first six months of 2011.
Atlantic Southeast Airlines
Courtesy of Bryan Correira
#9 Atlantic Southeast Airlines
.96 complaints per 100,000 passengers
Atlantic Southeast will merge with ExpressJet later this year. Ideally, the newly formed airline will have a Twitter presence, because this airline, which operates close to 1,000 flights every day in the U.S., Canada, and the Caribbean, does not.
ExpressJet Airlines
Courtesy of Marc Vander Maas
#8 ExpressJet Airlines
1.01 complaints per 100,000 passengers
Express Jet has slipped from a rate of .70 last year, and its Twitter presence is an anemic placeholder. Let’s hope that when it merges with Atlantic Southeast later this year, a more dynamic social media presence will be part of the business plan.
JetBlue Airways
Courtesy of Bryan Correira
#7 JetBlue Airways
1.07 complaints per 100,000 passengers
When JetBlue got on the Twitter bandwagon in the spring of 2007—one of the first big brands to jump in—its business plan was that it wanted to help customers. And according to the DOT, there are enough complaints to keep its customer-service folks busy.
Delta Airlines
Courtesy of Lyndsey Matthews
#6 Delta Airlines
1.27 complaints per 100,000 passengers
Hands down, Delta holds the title of most improved. A year ago, it was ranked the worst airline for complaints in virtually every category. Now that the bumpy merger with Northwest has emerged from the turbulence, Delta has cut its complaint rate nearly in half.
American Airlines
Courtesy of the Port Authority of NY & NJ
#5 American Airlines
1.50 complaints per 100,000 passengers
American logged 636 complaints from January to June, 2011. With nearly a quarter of a million Twitter followers, though, the airline has upped its game to try and handle problems before they become complaints.
American Eagle Airlines
Courtesy of Bryan Correira
#4 American Eagle Airlines
1.67 complaints per 100,000 passengers
The country’s largest regional carrier reported the highest rates of flight cancellations and mishandled baggage in June, 2011, which certainly played a part in its shocking jump from a respectable complaint rate of .87 over the same period in 2010 to a whopping 1.67 this year.
Continental Airlines
Courtesy of Bryan Correira
#3 Continental Airlines
1.70 complaints per 100,000 passengers
Flight problems and customer service issues are the bane of Continental, and its complaint rate edged up from 2010.
US Airways
Courtesy of David Neal Jr.
#2 US Airways
1.73 complaints per 100,000 passengers
Flight issues and customer service remain major problems for this carrier. It’s routinely at the top of the barrel when it comes to complaints, despite the fact that it carries less than half the passengers that Southwest does.
United Airlines
Courtesy of Agus Sutanto / Flickr
#1 United Airlines
2.01 complaints per 100,000 passengers
United didn’t fare well last year either—coming in at No. 2—but this year it grabs the title of worst airline for passenger complaints.
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