Delta falls in on-time standings
By RUSSELL GRANTHAM
The Atlanta Journal-Constitution
Published on: 02/04/05
Delta Air Lines last year compiled the fourth-worst rate of on-time arrivals as it battled financial troubles, according to a government report.
Delta ranked 16th out of 19 carriers in 2004 for on-time performance, according to the latest Air Travel Consumer Report issued by the U.S. Department of Transportation.
Delta's 76.2 percent on-time rate was down from 82.3 percent in 2003, when it was sixth-best in the industry.
The report counts a flight late if it is canceled or arrives more than 15 minutes behind schedule.
Atlantic Southeast Airlines, a Delta-owned regional carrier, ranked 15th. Atlanta's second-biggest carrier, AirTran Airways, was 10th.
AirTran, however, won bragging rights for the industry's lowest rate of lost luggage last year, with 2.82 reports per 1,000 passengers.
Atlantic Southeast was dead last in that category, with 14.49 reports per 1,000, reflecting a chronic poor showing in monthly reports.
On-time performance has generally been better this decade than in the 1990s, largely because the 2001 terror attacks crimped travel volume. Delays are rising as volume rebounds.
Carriers blamed weather and air traffic congestion for about one-third of the 2004 delays and cancellations. Other factors were maintenance and crew problems, and aircraft that were already running late, according to the report.
Delta switched to a new flight schedule Monday to spread flights more evenly across the day and slow the rate of arrivals and departures at the Atlanta airport, its largest hub. It hopes one byproduct will be better on-time performance.
Improving customer service is a big part of a broad turnaround plan Delta announced last fall as it barely avoided a bankruptcy filing after three years of huge losses.
Delta also is refurbishing aircraft interiors, buying designer uniforms for employees and tying part of their pay to the airline's performance rankings.
For 2004, the airline dropped to 12th in the rate of baggage-handling problems, from ninth in 2003, although fewer carriers were included in those earlier DOT rankings.
Delta's rate of customer complaints to the DOT — 0.79 per 100,000 passengers — held steady, while its rank rose from 10th to ninth.
Industrywide, the DOT said air travelers endured higher rates of flight delays, more baggage-handling problems and other issues that led to an uptick in complaints in 2004 after several years of declines.
Percentage of arrivals within 15 minutes of schedule:
Top five
1. Hawaiian 93.9%
2. Skywest 82.7%
3. JetBlue 81.8%
4. Southwest 80.4%
5. ATA 79.8%
Bottom five
15. Atlantic Southeast 76.3%
16. Delta 76.2%
17. America West 75.7%
18. Independence 74.7%
19. American Eagle 73.2%
Source: U.S. DOT air consumer report
BAGGAGE HANDLING
Fewest lost bag reports per 1,000 passengers)
Top five
1. AirTran 2.82
2. Hawaiian 2.85
3. JetBlue 2.99
4. Southwest 3.35
5. Alaska 3.51
Bottom five
15. American Eagle 8.95
16. Skywest 10.00
17. Comair 10.66
18. Independence 10.68
19. Atlantic Southeast 14.49