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Airline Service
(Washington-AP) -- Here's how the ten major airlines compared in four categories, as compiled by professors at Wichita State University and the University of Nebraska at Omaha.
Percentage of flights that arrived on time
76.1% overall
- TWA, 80.9 percent
- Southwest, 80.0 percent
- Delta, 78.0 percent
- Northwest, 79.9 percent
- Continental, 76.6 percent
- United, 74.4 percent
- American, 73.5 percent
- USAirways, 71.4 percent
- Alaska, 71.0 percent
- America West, 69.5 percent
Involuntary denied boardings per 10,000 passengers
overall 0.88
- Northwest, 0.18
- Continental, 0.34
- American, 0.43
- USAirways, 0.52
- TWA, 0.73
- United, 0.90
- Alaska, 0.91
- Southwest, 1.38
- America West, 1.39
- Delta, 1.53
Mishandled baggage per 1,000 passengers
overall 5.08
- Southwest, 4.22
- Delta, 4.39
- Continental, 4.42
- America West, 4.52
- Northwest, 4.81
- USAirways, 5.08
- American, 5.21
- TWA, 5.38
- Alaska, 5.75
- United, 7.01
Complaints per 100,000 passengers
overall 2.48
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Southwest, 0.40
- Alaska, 1.64
- Delta, 1.82
- Continental, 2.62
- United, 2.66
- Northwest, 2.93
- USAirways, 3.15
- TWA, 3.45
- American, 3.50
- America West, 3.73
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