Hawaiian Airlines led the nation’s carriers in service performance for 2005, based on year-end data issued in the Air Travel Consumer Report by the U.S. Department of
Transportation.“Our employees have made Hawaiian the
best airline in America.”
That was the response of Mark Dunkerley, president and CEO of Hawaiian
Airlines, upon learning the news.
This marked the second consecutive year that Hawaiian earned the DOT’s top
overall scores for excellence with its service.
Dunkerley noted, “The DOT reports have confirmed once again that Hawaiian
is indeed the nation’s preeminent airline when it comes to customer service
As has become its trademark, Hawaiian was the nation’s top airline for
punctuality in 2005, with 95.1 percent of its flights arriving on schedule.
Hawaiian exceeded the industry average of 77.4 percent by an impressive
17.7 percentage points. To meet DOT standards, a flight must arrive within
15 minutes of schedule to be considered on time.
In addition, Hawaiian has now led the airline industry in on-time
performance for a remarkable 26 consecutive months.
Hawaiian also finished 2005 as the nation’s best airline for handling
customers’ luggage, averaging an industry-low 2.95 mishandled baggage reports
for every 1,000 passengers.
Moreover, the DOT report data shows that Hawaiian led the industry in
fewest cancelled flights during the year, with only 0.1 percent cancellations
out of more than 48,000 total flights.
Hawaiian also recorded the industry’s third-best record for fewest
oversales, with only 38 involuntary denied boardings from the more than 5.8
million passengers carried in 2005.