Business

Report: Low-Cost Airlines Best Of Bad Situation

Air Tran, JetBlue Get Glowing Reviews In Airline Quality Survey

2007 Was 'Worst Year Ever For U.S. Airline Industry'

NEW YORK (CBS) ― Travelers are getting fed up with the airline industry. For the fifth straight year on-time arrivals have dropped. Passengers have had just about enough of it.

The complaints are soaring.

"Delays … four hours, five hours, six hours," one woman told CBS 2 HD at an area airport. "You can't always count on planes going out. Lots of cancellations, no explanations."

The airlines lost more bags, bumped more passengers and had fewer on-time flights last year than the previous year.

"This year was the worst ever for the U.S. airline industry," said airline quality researcher Brent Bowen.

And with fares on the rise, it's no surprise passengers are grumbling. Complaints were up 60 percent overall. U.S. Airways racked up the most.

Low-cost carriers were the standouts in this year's airline quality survey, outperforming the national airlines.

Topping the performance list is Air Tran, JetBlue and Southwest.

Southwest had the best on-time performance, but the carrier is fighting a record $10 million fine for continuing to fly dozens of planes that hadn't been properly inspected.

And a step-up in inspection demands by the Federal Aviation Administration led American, Delta and United Airlines to cancel flights, leaving thousands of passengers stranded. At the very bottom of the list is Atlantic Southeast Airlines.

"I think we are going to get worse before we get better," said airline quality researcher Dean Hedley.

Airlines are cutting jobs and passenger amenities like food and pillows, and they're charging more for extra bags and traveling with pets. Record fuel costs are putting many carriers in danger of bankruptcy.

Experts say the airlines and their passengers will have to weather more turbulence ahead.

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