American airlines improving in key areas, except delays, report says

U.S. airlines are getting better at many things except getting you to your destination on time. They are losing fewer bags. Complaints are down. And on the anniversary of a man getting dragged off a plane because a crew member needed his seat, airlines are bumping fewer passengers.

That’s the upshot of a report issued by academics who analyze numbers compiled by the Transportation Department.

The authors ranked Alaska Airlines first, followed closely by Delta Air Lines in a report released Monday. Budget carriers Spirit Airlines and Frontier Airlines finished at the bottom.

“The industry is improving, but there are still a lot of frustrated travelers out there,” said one of the researchers, Brent Bowen, dean of aviation at Embry-Riddle Aeronautical University. He blamed a lack of transparency in the ticketing process and the increase in delayed flights.

The industrywide on-time performance — never great — declined a bit last year, when 80.2 percent of flights arrived within 14 minutes of schedule, which is the government’s definition of on time. That was down from 81.4 percent in 2016.

Customer service hit bottom when Chicago airport officers bloodied and dragged a 69-year-old man off a United Express plane. An airline employee had called security to go on board and make room for a crew member commuting to work. Video of the incident was played countless times online and on television.