That’s according to the 26th annual national Airline Quality Rating
report, which was released Monday.
Although the No. 1 airline’s overall score declined slightly from 2014, Virgin America still managed to retain its top ranking for 2015. JetBlue finished second, followed by No. 3-ranked Delta Air Lines.
But things are not so rosy for many airline passengers. Despite overall industry improvement in three of the four categories tracked, customer complaints rose by 38% from 2014 to 2015.
“This is the worst complaints have been for 15 years, as a rate. The last time it got this high was in 2001,” said report co-author Dean Headley, a researcher at Wichita State University’s business school.