People like the airlines that they like for particular reasons. But taking a step back, travel website The Points Guy did a survey of customers of all the major domestic U.S. airlines last year, and ranked each company according to how well it performed. While there wasn’t a ton of movement in the rankings — one airline has an especially strong streak going — the rankings do provide insight into the strengths of weaknesses of the various American carriers.
Check out which airlines landed where.
Frontier scored a 22.35 out of 100 possible points. Respondents liked the carrier’s affordability, but they didn’t like its timeliness, how often flights were cancelled, how often they were bumped from flights involuntarily, and various fees they had to pay. Last year it was also ranked No. 10.
Spirit scored a 34.55 out of 100 possible points. Respondents liked the carrier’s affordability, but they didn’t like how it treated their wheelchairs and scooters, how difficult it made traveling as a family, or the number routes it flies. Last year, it was ranked No. 8.
Allegiant scored a 43.36 out of 100 possible points. Respondents liked the carrier’s treatment of their wheelchairs and scooters, as well as how seldom they were involuntarily bumped from their seats. But they didn’t like its timeliness, the features available in its cabins, or how difficult it made traveling as a family. Last year, it was also ranked No. 8.
Hawaiian scored a 48.91 out of 100 possible points. Respondents liked how seldom they were involuntarily bumped from their seats, but they didn’t like the carrier’s route network. Last year, it was ranked No. 6.
JetBlue scored a 49.83 out of 100 possible points. Respondents liked the features available in the carrier’s cabins, but they didn’t like its timeliness or how often its flights were cancelled. Last year, it was ranked No. 7.
Southwest scored a 49.83 out of 100 possible points. Respondents liked how few fees they had to pay, but they didn’t like the carrier’s lounges. Last year, it was also ranked No. 5.
American scored a 60.84 out of 100 possible points. Respondents liked the carrier’s route network, and although the company is in hot water with many of its business-class frequent flyers, respondents liked its rewards program. (American has said it plans to double down on enticing rewards program members this year.) On the other hand, respondent’s didn’t like the carrier’s treatment of their luggage or how expensive it can be. Last year, it was also ranked No. 4.
United scored a 60.9 out of 100 possible points. Respondents liked the carrier’s frequent flyer program and its route network, but they didn’t like how it expensive it can be or how often their flights were cancelled. Last year, it was ranked No. 2.
Alaska scored a 64.38 out of a possible 100 points. Respondents liked the carrier’s timeliness, how seldom its flights were cancelled, its lounges, how it easy it makes traveling as a family, and how it treats its customers overall. (This survey was done before the Boeing 737 Max door plug blowout.) On the other hand, respondent’s didn’t like airline’s treatment of their baggage or their wheelchairs and scooters. Last year, it was ranked No. 3.
Delta scored 65.74 out of a possible 100 points. Respondents liked the carrier’s timeliness and how seldom it bumped them from their flights, but they didn’t like how expensive it can be. Last year, it was also ranked No. 1. The Points Guy said this was Delta’s sixth year in a row atop the rankings.
