Not-So-Friendly Skies according to 2014 ranking of US carrier performance

There’s an interesting article here by Wall Street Journal The Middle Seat editor Scott McCartney, providing his annual scorecard on the performance of the eight biggest carriers in 2014.

The survey assesses the carriers on service parameters such as flight delays, cancellations, lost baggage and complaints – all of which increased last year despite the US airlines being in a much better financial position, McCartney points out.

His report shows that US airlines canceled nearly 66,000 more flights last year than in 2013, and the percentage of canceled flights jumped to 2.7% from 1.9% the previous year, according to flight-tracking firm FlightStats Inc. The number of complaints filed with the DOT over airline service, meanwhile, increased by a steep 26%.

Alaska and Virgin America score best; Delta also stands out for a very good performance among the “Big Three” consolidated carriers.

American and United, not so. Indeed, United is hunkered down in either last or second from last place on every ranking, making it the clear worst performer on all counts.

With carriers like Alaska and Virgin America changing the game in US airline customer service, and Gulf carriers – with their excellent service reputations – growing their North American footprints on international routes, United has some real work to do. (Note to Jeff: I know a man named Gordon who famously took Continental from 'worst to first'. You may want to seek his advice.)

Addendum: A colleague of mine has just boarded a Delta 737-900ER at Detroit bound for DC and texted me raving about the cabin.  Mood lighting! clean, comfortable seats! in-seat video! USB port! Go Delta!