Discounters register improvements

Among the discount airlines, Allegiant, Frontier and Spirit made the biggest gains in the survey “as they crank up their value propositions,” the organization said in its statement.

Asked for more detail, a CFI spokeswoman said the three airlines “showed improved scores this year on flight experience metrics such as check-in/ boarding, in-flight service, travel planning, and staff.”

“Now that the legacy carriers have added so many fees related to seat selection and baggage, customers may perceive a greater value proposition from budget airlines,” she said.

Despite the improvements shown by the discounters, “only Allegiant avoids sitting at the low end of the industry, finishing in third place,” the statement said.

Allegiant, which is based in Las Vegas, was followed in descending order by Southwest Airlines, Delta Air Lines, JetBlue Airways, United Airlines, unidentified carriers in an “All Other” category, then Denver-based Frontier and South Florida-based Spirit.

Spirit, which is moving into a new headquarters complex in Dania Beach, did not immediately respond to an emailed request for comment.

The airline is emerging from a protracted turbulent period highlighted by two failed merger deals and a manufacturers’ engine recall that has left 20 of its 200-plus jetliners grounded.

At a formal opening of its headquarters last week, Ted Christie, the CEO and president, told the South Florida Sun Sentinel the company is eager to start communicating what it wants to do for its customers.

‘We’ve been listening to what our guests have been telling us over the years. We’ve been listening to what the markets have been saying,” he said. “And we haven’t had an opportunity yet to tell our story and to energize what’s going to happen next, and we’re going to take that opportunity.”

Christie didn’t elaborate. But before the breakout of the COVID-19 pandemic, the airline did undertake initiatives to show it wanted better relations with its customers. The airline upgraded its fleet, installed seating with more legroom, and upgraded technology to increase flight schedule reliability.

More recently, the airline has landed in the upper quadrant of the U.S. Department of Transportation’s monthly on-time performance scorecards. For example, the company ranked fourth at 72.5% in January of this year in overall percentage of reported flights arriving on time, according to department data.