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Before you book your next flight, here’s a word of warning: You may not want to fly on Spirit Airlines. The carrier received the lowest overall scores of any company that Consumer Reports has ever rated.
Today, Consumer Reports released its results from a readers’ survey that ranks the best and worst airlines.
So why didn’t Spirit Airlines make the cut? Industry analysts say that although the no-frills airline charges less than other carriers, customers still take a hit in their pockets by paying other additional fees, including $10 to $19 to book a flight, $3 for a soda or M&Ms, and $35 to $100 per carry-on bag. Readers also claimed that the airline has some of the “tightest” seating space in the industry.
On the opposite end of the spectrum, Virgin America topped the list for the first time, receiving some of the highest customer satisfaction scores that any airline has received in years. According to the survey, flyers said they like the comfy, leather seat cushions in the airline’s economy class. Readers also gave the airline’s in-flight entertainment high marks.
Other carriers that fared well included Alaska Airlines and Hawaiian Airlines for check-in and cabin staff. American, United and US Airways received the lowest ratings possible for cabin cleanliness, seating comfort and onboard entertainment.
The Consumer Reports National Research Center surveyed more than 16,000 readers — who flew a combined 31,732 domestic flights — in February. Readers were asked to rate their satisfaction with the airlines’ check-in ease, cabin-crew service, cabin cleanliness, seating comfort, baggage handling and in-flight entertainment.
Here’s a quick look at the airlines and their overall score, based on a 0 to 100 scale:
1. Virgin America, 89
2. Southwest Airlines, 85
3. JetBlue Airways, 85
4. Hawaiian Airlines, 82
5. Alaska Airlines, 81
6. Frontier Airlines, 78
7. Delta Air Lines, 71
8. US Airways, 66
9. American Airlines, 66
10. United Airlines, 63
11. Spirit Airlines, 50