America West Airlines (NYSE: AWA) announced today that it ranked second among the major airlines in customer complaints and cancelled flights as reported in today`s Department of Transportation`s (DOT) monthly Air Travel Consumer Report. As a result, all 12,000 employees will receive a $50 bonus payment for the third consecutive month for meeting operational goals.
Customer complaints to the DOT significantly declined 42.7 percent to 0.75 per 100,000 passengers in August 2003. In addition, America West cancelled only 0.7 percent of its flights in August 2003 for a completion factor of 99.3 percent.
America West`s on-time performance for August 2003 was 80.8 percent, ranking the airline fourth out of nine major airlines and above the industry average. Additionally, the airline reported 3.59 mishandled bags per 1,000 customers, a decrease from 3.74 in August 2002.
“Less than one customer per every 100,000 customers flying America West during August 2003 wrote a formal complaint to the Department. This represents a nearly 43 percent improvement over August 2002, and provides evidence of our progress in improving customer service and our employees` ability to resolve customer concerns,” said Jeff McClelland, chief operating officer.
Founded in 1983 and proudly celebrating its 20-year anniversary in 2003, America West Airlines is the nation`s second largest low-fare airline and the only carrier formed since deregulation to achieve major airline status. Today, America West serves 90 destinations in the U.S., Canada and Mexico.