HONOLULU -- Hawaiian Airlines maintained its standing as America's most punctual airline, posting a phenomenal 96.7 percent on-time performance for September as reported by the U.S. Department of Transportation's (DOT) Air Travel Consumer Report (chart below).
It marked Hawaiian's 11th consecutive month as the country's #1 on-time airline. According to DOT standards, on-time service requires a flight to arrive within 15 minutes of schedule.
The DOT report also showed that Hawaiian had the best across-the-board scores in customer service, with the fewest flight cancellations and high marks in the areas of baggage handling, oversales, and consumer complaints.
Joshua Gotbaum, Hawaiian's Trustee, noted, “The DOT report confirms what our customers already know: Hawaiian is one of America's best airlines. It's become a real source of pride for everyone at Hawaiian that our industry-leading service is being recognized. Hawaiian's employees have always delivered, but now we're even more determined to stay on top.”
For the third quarter, Hawaiian averaged an incredible 96.4 percent on-time service record. September's 96.7 percent on-time arrivals were preceded by scores of 95.5 percent in August and 97.0 percent in July.
Year-to-date, Hawaiian's flights have arrived on schedule 93.7 percent of the time, an aggregated nine-month average that is far better than any single month by any other carrier.
Following Hawaiian, rounding out the top five airlines for on-time service in September were SkyWest Airlines, 88.8 percent; ATA Airlines, 88.6 percent; United Airlines, 87.9 percent; and ExpressJet Airlines, 86.3 percent.
Keeping Customers Happy with Top-Flight Service
Hawaiian scored extremely high in the other areas reported by DOT and, when compared to the other carriers and judged collectively, had the best overall scores among all airlines.
Hawaii's biggest and longest-serving carrier had the industry's lowest percentage of cancelled flights in September at 0.3 percent, representing 11 cancellations out of 3,810 flights.
Hawaiian ranked second nationally in September at handling customers' luggage with only 2.44 mishandled baggage reports per 1,000 passengers. Year-to-date, Hawaiian is the industry leader with an average of 2.94 mishandled baggage reports for every 1,000 passengers.
The company also had the nation's best record in September for oversales, or passengers denied boarding, with its scheduled service. Hawaiian had only four involuntary denied boardings resulting in a score of 0.3 percent per 10,000 passengers, tying it with JetBlue Airways. Through the first nine months, Hawaiian ranked third overall industrywide with an average of 0.26 percent for every 10,000 passengers – or 110 involuntary denied boardings out of 4,269,530 passengers.
The DOT reported only one complaint out of the 416,844 passengers Hawaiian served systemwide in September, resulting in an average of 0.24 complaints for every 100,000 passengers, ranking fifth best in the industry.
Year-to-date, Hawaiian averaged 0.47 complaints per 100,000 passengers – or 20 complaints out of 4,291,294 passengers systemwide – again giving it the fifth-best score for the industry.
The DOT's Air Travel Consumer Report for September is available online at www.airconsumer.ost.dot.gov/reports/atcr04.htm.
|On-Time Performance - September 2004|
% Arr w/in 15 min
American Eagle Airlines
Atlantic Coast Airlines
America West Airlines
Atlantic Southeast Airlines
Delta Air Lines
About Hawaiian Airlines
Hawaiian Airlines, the nation's number one on-time carrier, is recognized as one of the best airlines in America. Business travelers recently surveyed by Condé Nast Traveler rated Hawaiian Airlines as having the best in-flight service and meals of any U.S. carrier. In addition, Hawaiian is ranked as the nation's fifth best airline overall by Travel + Leisure, ahead of every other carrier flying to Hawaii.
Celebrating its 75th year of continuous service, Hawaiian Airlines is Hawaii's biggest and longest-serving airline, and the second largest provider of passenger air service between Hawaii and the mainland U.S. Hawaiian offers nonstop service to Hawaii from more mainland U.S. gateways than any other airline. Hawaiian also provides approximately 117 daily jet flights among the Hawaiian Islands, as well as service to Australia, American Samoa and Tahiti.
Hawaiian Airlines, Inc., is a subsidiary of Hawaiian Holdings, Inc. (AMEX and PCX: HA). Since the appointment of a bankruptcy trustee in May 2003, Hawaiian Holdings has had no involvement in the management of Hawaiian Airlines and has had limited access to information concerning the airline. Additional information is available at www.HawaiianAir.com.