Europe APAC

Airline ImPax Report

Analysing Airline Disruptions
From the Passenger Perspective
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The number one reason passengers choose to never fly an airline again is because of a badly managed disruption experience.
(Amadeus/T2RL Report)
Edition: January 2024

Why The Airline ImPax Report

Welcome to the Airline ImPax Report where we analyse airline disruptions from the perspective of their impact on the passenger experience.

There are a number of aviation reports that analyse irregular operations (IROPS), including the effect on airline scheduling, crew, on-time-performance and more.

However, the aim of this report is to help airlines be proactive in identifying which disruptions impact the passenger experience most, so as to prioritise solutions to mitigate the negative effect on the passenger.

Passenger Experience | Measuring the Impact of Disruptions

One way to measure the impact of airline disruptions is in loss of time for the passenger. A two hour delay for the airline equals a two hour loss of time in-destination for the passenger.

However, without knowing the total value of the trip for the customer – why the passenger is travelling – it is impossible to fully measure any disruption on the passenger experience.

That said, for an airline operating at scale, using loss of passenger time can be a helpful benchmark in prioritising passenger solutions during IROPs.

Introducing the ImPax Percentage.

The ImPax Percentage

The ImPax Percentage is the percentage of an airline’s disrupted flights where the nature of the disruption (Loss of passenger time) requires the airline to take some active measures to mitigate the negative impact on the passenger experience.

Active measures range from real-time updates, lounge access, and refunds to overnight accommodation, rebooking on other carriers, compensation, vouchers and more.

We calculate the ImPax Percentage for each airline as:

Medium Delays (1-3hrs) + Major Delays (>3hrs) + Cancellations

Airline Total Planned Flights

Minor delays (less than 1 hour) can be very disruptive – especially in the event of a tight connection, and should not be underestimated in the passenger journey.

However, regarding the passenger experience and prioritising solutions, the ImPax Percentage does not factor in minor delays, as they are negligible (for the most part) in their impact on NPS metrics.

Furthermore, minor delays (>15 minutes) would be heavily skewed toward tier one airlines with massive logistical infrastructures and the potential for greater collateral.

The Airline ImPax Report includes

  • Ranking of the top 250 airlines using the ImPax Percentage.
  • Total percentage of airline disruptions segmented by tier, class, region, and size of disruption.
  • Estimated impacted passengers per airlines
  • Passenger sentiment analysis

See report methodology for more in-depth explanation.



Global Disruptions Overview

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Share Global Overview
24%
Total of Disruption
35%
Medium Delays
0,75%
Cancellations
2%
Major Delays
5.58%
ImPax




Global disruptions

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Global ImPAX by Regions

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All Carriers - Global

Rank Code Name Tier Class ImPax % Region Pax Est. 1000s
1 SKY Skymark T3 FSC 0.41% APAC 3
2 SFJ StarFlyer T3 FSC 0.61% APAC 3
3 JTA Japan Trans Air T3 LCC 0.74% APAC 3
4 CCM Air Corsica T3 FSC 0.74% Europe 2
5 SNJ Solaseed Air T3 LCC 1.04% APAC 2
6 VTA Air Tahiti T4 FSC 1.04% North America 3
7 LNK South African Airlink T2 LCC 1.19% ME&A 16
8 OMS SalamAir T4 LCC 1.30% ME&A 5
9 AKX ANA Wings T2 FSC 1.40% APAC 22
10 CGN Air Changan T3 FSC 1.41% APAC 7
11 ANA All Nippon T1 LCC 1.42% APAC 44
12 OMA Oman Air T3 LCC 1.46% ME&A 10
13 TGU TAG Airlines T4 FSC 1.47% LATAM 3
14 CJX Jiangxi T4 FSC 1.62% APAC 4
15 AUA Austrian Airlines T2 FSC 1.69% Europe 26
16 FHY Freebird T4 FSC 1.71% ME&A 3
17 POE Porter T3 FSC 1.75% North America 13
18 OTC Air Travel T4 LCC 1.75% APAC 4
19 KNA Kunming Airlines T4 FSC 1.76% APAC 13
20 FDA Fuji Dream T3 FSC 1.77% APAC 8
21 UBG US-Bangla Airlines T4 FSC 1.78% ME&A 5
22 ICE Icelandair T3 FSC 1.83% Europe 8
23 BOV Boa Boliviana T3 LCC 1.83% LATAM 4
24 BKP Bangkok T3 FSC 1.84% APAC 11
25 MDA Mandarin T3 LCC 1.85% APAC 8
26 QDA Qingdao Airlines T3 FSC 1.86% APAC 9
27 NOZ Norwegian Air Shuttle T2 FSC 1.87% Europe 21
28 JZR Jazeera Airways T3 LCC 1.94% ME&A 9
29 BRX Braathens Regional Airways T3 FSC 1.95% Europe 9
30 LAO Lao T4 LCC 1.98% APAC 3
31 ABY Air Arabia T4 FSC 1.99% ME&A 17
32 JAL Japan Airlines T1 FSC 2.05% APAC 86
33 FIN Finnair T2 LCC 2.09% Europe 37
34 CSC Sichuan Airlines T1 LCC 2.18% APAC 65
35 RJA Royal Jordanian T3 LCC 2.22% ME&A 7
36 CHB West Air T4 FSC 2.24% APAC 23
37 IBE Iberia T2 LCC 2.24% Europe 51
38 BEL Brussels Airlines T2 LCC 2.26% Europe 19
39 SAS SAS T2 FSC 2.27% Europe 42
40 BAV Bamboo Airways T4 LCC 2.31% APAC 10
41 CMP Copa Airlines T2 LCC 2.31% LATAM 42
42 ITY ITA Airways T2 FSC 2.32% Europe 36
43 CCD Dalian Airlines T3 FSC 2.39% APAC 11
44 GFA Gulf Air T4 LCC 2.43% ME&A 15
45 HAL Hawaiian Airlines T1 FSC 2.43% North America 32
46 SKK ASKY Airlines T4 FSC 2.51% ME&A 5
47 GIA Garuda Indonesia T4 FSC 2.54% APAC 28
48 ETH Ethiopian Airlines T2 LCC 2.55% ME&A 51
49 JAC Japan Air Commuter T3 FSC 2.57% APAC 21
50 LKE Lucky Air T3 FSC 2.62% APAC 21
51 ORC Oriental Air Bridge T4 FSC 2.65% APAC 5
52 CDG Shandong Airlines T1 LCC 2.67% APAC 54
53 DAL Delta T1 LCC 2.68% North America 466
54 TRA Transavia T2 FSC 2.68% Europe 20
55 NSZ Norwegian Air Sweden T3 LCC 2.72% Europe 22
56 JNA Jin Air T3 LCC 2.76% APAC 18
57 SWA Southwest T1 LCC 2.78% North America 557
58 AEE Aegean Airlines T2 LCC 2.82% Europe 28
59 ESR EastarJet T4 LCC 2.86% APAC 9
60 CBG GX Airlines T3 LCC 2.86% Europe 11
61 EIN Aer Lingus T2 LCC 2.86% Europe 25
62 DKH Juneyao Airlines T2 LCC 2.87% APAC 64
63 LOT LOT Polish Airlines T2 LCC 2.87% Europe 21
64 CXA XiamenAir T1 FSC 2.90% APAC 80
65 LAM Lam - Linhas Aereas de Mocambique T4 FSC 2.92% LATAM 6
66 CSH Shanghai Airlines T1 FSC 2.92% APAC 37
67 HBH Hebei Airlines T4 LCC 2.98% APAC 12
68 RWD RwandAir T4 FSC 3.01% ME&A 4
69 UZB Uzbekistan Airways T3 LCC 3.02% ME&A 15
70 TVF Transavia France T2 LCC 3.05% Europe 34
71 AXM AirAsia T1 LCC 3.06% APAC 61
72 KNE Flynas T2 LCC 3.07% ME&A 31
73 EWG Eurowings T2 FSC 3.07% Europe 35
74 UTY Alliance Airlines2 T2 LCC 3.12% APAC 7
75 ETD Etihad Airways T2 FSC 3.15% ME&A 43
76 CFE BA CityFlyer T3 LCC 3.15% Europe 10
77 CTN Croatia Airlines T3 FSC 3.16% Europe 8
78 JJP Jetstar Japan T3 LCC 3.20% APAC 14
79 SEH Sky Express T4 LCC 3.21% Europe 23
80 QTR Qatar Airways T1 LCC 3.23% ME&A 107
81 CCA Air China T1 LCC 3.27% APAC 246
82 FZA Fuzhou Airlines T4 LCC 3.27% APAC 8
83 JYH 9 Air T3 LCC 3.28% APAC 17
84 JAF Tui Fly Belgium T4 FSC 3.29% Europe 9
85 AFL Aeroflot T2 FSC 3.30% Europe 75
86 PTB Voepass Linhas Aéreas T4 FSC 3.41% LATAM 7
87 AEA Air Europa T3 LCC 3.43% Europe 23
88 NWS Nordwind T4 FSC 3.44% Europe 9
89 CGZ Colorful Guizhou T3 FSC 3.56% APAC 10
90 UEA Chengdu Airlines T2 FSC 3.60% APAC 32
91 CHH Hainan Airlines T1 FSC 3.61% APAC 97
92 WMT Wizz Air Malta T2 LCC 3.63% Europe 75
93 OTT OTT Airlines T4 LCC 3.65% APAC 7
94 AWQ Indonesia AirAsia T4 LCC 3.68% APAC 19
95 VLG Vueling Airlines T2 LCC 3.73% Europe 99
96 MWG MASwings T4 LCC 3.75% APAC 25
97 SWR Swiss T2 LCC 3.75% Europe 56
98 BCY Cityjet T3 LCC 3.82% Europe 11
99 ANZ Air New Zealand T1 FSC 3.85% APAC 137
100 OVA Air Europa Express T3 LCC 3.87% Europe 10
101 RAM Royal Air Maroc T3 LCC 3.88% ME&A 35
102 CBJ Beijing Capital Airlines T1 LCC 3.89% APAC 38
103 UAE Emirates T1 FSC 3.93% ME&A 159
104 VIR Virgin Atlantic T3 FSC 3.94% APAC 20
105 OAW Helvetic T4 LCC 3.98% Europe 8
106 CDC Zhejiang Loong T2 FSC 4.01% APAC 44
107 SXS Sun Express T3 LCC 4.02% Europe 32
108 ASA Alaska Airlines T1 LCC 4.05% North America 124
109 ART Smart Lynx T3 FSC 4.06% Europe 14
110 AAL American Airlines T1 LCC 4.19% North America 806
111 UAL United T1 LCC 4.21% North America 587
112 RLH Ruili T3 LCC 4.22% APAC 10
113 OAL Olympic Air T4 LCC 4.27% Europe 13
114 TBA Tibet Airlines T3 FSC 4.35% APAC 20
115 CSN China Southern Airlines T1 LCC 4.37% APAC 362
116 SVA Saudia T2 FSC 4.39% ME&A 67
117 AAR Asiana T2 FSC 4.43% APAC 19
118 EZY easyJet T1 LCC 4.43% Europe 227
119 CUH Urumqi Air T4 FSC 4.48% APAC 12
120 HOP HOP! T2 LCC 4.57% Europe 64
121 CLH Lufthansa Cityline T2 LCC 4.62% Europe 55
122 WJA WestJet T2 FSC 4.63% North America 63
123 CUA China United Airlines T2 FSC 4.63% APAC 21
124 THA Thai Airways T3 LCC 4.70% APAC 45
125 BWA Caribbean Airlines T4 LCC 4.73% North America 12
126 BCI Blue Islands T4 FSC 4.78% Europe 4
127 DVR Divi Divi Air T4 LCC 4.91% North America 1
128 DLH Lufthansa T1 FSC 4.93% Europe 246
129 ASL Air Serbia T3 FSC 4.98% Europe 30
130 WZZ Wizz Air T2 LCC 4.99% Europe 117
131 WEN WestJet Encore T4 FSC 5.07% North America 27
132 AVA Avianca T1 FSC 5.08% LATAM 176
133 TAM Latam T1 LCC 5.09% LATAM 161
134 EPA Donghai Airlines T4 LCC 5.09% APAC 21
135 SDM Rossiya Airlines T3 LCC 5.12% Europe 36
136 OKA Okay Airways T3 LCC 5.15% APAC 23
137 KEM CemAir T4 FSC 5.15% ME&A 4
138 KAC Kuwait Airways Corporation T3 FSC 5.19% ME&A 15
139 MSR Egyptair T2 FSC 5.25% ME&A 33
140 YZR Suparna T4 FSC 5.27% APAC 13
141 VTI Vistara T2 LCC 5.30% APAC 88
142 FPY PLAY Airlines T4 LCC 5.31% Europe 11
143 CNM Air China Inner Mongolia T4 LCC 5.36% APAC 8
144 JES JetSMART T4 LCC 5.38% LATAM 14
145 QXE Horizon T4 LCC 5.40% North America 22
146 FDB FlyDubai T2 FSC 5.42% ME&A 78
147 GLO Gol Transportes Aereos T1 FSC 5.43% LATAM 147
148 SKX Sky Airline T4 FSC 5.44% LATAM 18
149 CQH Spring Airlines T2 FSC 5.46% APAC 97
150 RYS Buzz T2 LCC 5.47% Europe 59
151 KAL Korean Air T2 LCC 5.48% APAC 84
152 DAH Air Algerie T3 LCC 5.52% ME&A 50
153 AAY Allegiant Air T2 LCC 5.52% North America 81
154 MXY Breeze Airways T3 FSC 5.59% North America 29
155 EFW BA Euroflyer dba T4 FSC 5.62% Europe 13
156 LOG Loganair T3 LCC 5.63% Europe 32
157 AMX AeroMexico T2 LCC 5.78% North America 88
158 RYR Ryanair T1 FSC 5.82% Europe 560
159 SAA South African Airways T4 LCC 5.85% ME&A 5
160 IGO IndiGO T1 LCC 5.93% APAC 455
161 ROT TAROM T3 FSC 5.98% Europe 21
162 AFR Air France T1 LCC 6.06% Europe 196
163 JZA Jazz T2 LCC 6.07% North America 31
164 HXA China Express Airlines T2 LCC 6.08% APAC 64
165 SBI S7 Airlines T2 FSC 6.12% Europe 49
166 AZU Azul Brazilian Airlines T1 FSC 6.17% LATAM 172
167 MSC Air Cairo T3 FSC 6.18% ME&A 21
168 GAP PAL Express T4 LCC 6.20% APAC 49
169 WON Wings Abadi T3 LCC 6.26% APAC 11
170 VOE Volotea T2 LCC 6.31% Europe 30
171 ASH Mesa T2 LCC 6.31% North America 87
172 SDG StarAir T4 LCC 6.47% APAC 6
173 MMA MAI T4 FSC 6.58% APAC 15
174 IRA IranAIR T4 FSC 6.65% ME&A 9
175 VRE Air Cote D'Ivoire T4 LCC 6.69% ME&A 5
176 FFT Frontier T2 LCC 6.72% North America 165
177 BAW British Airways T1 FSC 6.81% Europe 273
178 GCR Tianjin Airlines T2 LCC 6.81% APAC 93
179 ELY El Al T3 LCC 6.81% ME&A 29
180 NTH Hokkaido Air System T4 LCC 6.96% APAC 3
181 CPA Cathay Pacific T2 LCC 6.98% APAC 94
182 LGL Luxair T4 FSC 7.03% Europe 10
183 VSV SCAT Airlines T3 LCC 7.22% APAC 19
184 CES China Eastern T1 FSC 7.23% APAC 619
185 KLC KLM Cityhopper T2 LCC 7.41% Europe 124
186 VTE Contour Airlines T3 LCC 7.52% North America 35
187 DLA Air Dolomiti T3 LCC 7.67% Europe 38
188 THD Thai Smile T4 LCC 7.68% APAC 20
189 OCN Discover T4 LCC 7.76% Europe 11
190 IAD AirAsia India T3 LCC 7.79% APAC 56
191 RXA Regional Express Airlines T3 FSC 7.93% APAC 54
192 SLI Aeroméxico Connect T3 LCC 7.98% North America 74
193 TAP TAP Air Portugal T2 FSC 7.99% Europe 46
194 NKS Spirit T1 LCC 8.13% North America 317
195 VJC VietJet Air T2 FSC 8.18% APAC 144
196 AIC Air India T2 FSC 8.23% APAC 157
197 BBC Bangladesh Biman T4 LCC 8.29% APAC 34
198 QLK QantasLink T2 LCC 8.34% APAC 109
199 ACA Air Canada T2 FSC 8.34% North America 119
200 FJI Fiji Airways T3 FSC 8.40% APAC 42
201 DTA TAAG Angola Airlines T4 FSC 8.61% ME&A 7
202 JBU JetBlue T1 FSC 8.62% North America 347
203 JST Jetstar T2 LCC 8.65% APAC 118
204 THY Turkish Airlines T1 FSC 8.87% Europe 572
205 ROU Air Canada Rouge T3 FSC 8.88% North America 27
206 LCT TAR Aerolineas T4 FSC 8.96% LATAM 5
207 PAL Philippine Air Lines T3 FSC 9.04% APAC 46
208 CSZ Shenzhen Airlines T1 LCC 9.20% APAC 183
209 ARG Aerolineas Argentinas T2 LCC 9.28% LATAM 134
210 VOI Volaris T1 LCC 9.40% LATAM 201
211 SAT SATA Air Acores T4 LCC 9.51% Europe 17
212 QFA Qantas T1 FSC 9.56% APAC 356
213 AUR Aurigny Air Services Ltd. T4 FSC 9.76% Europe 15
214 MAS Malaysia Airlines T2 LCC 10.08% APAC 108
215 KLM KLM T1 FSC 10.33% Europe 414
216 JSA Jetstar Asia T4 FSC 10.83% APAC 18
217 BHS Bahamasair T4 FSC 10.85% North America 12
218 VIV VivaAerobus T2 LCC 11.02% LATAM 208
219 PCO Pacific Coastal Airlines T3 FSC 11.21% North America 32
220 SIL Silver Airways T3 LCC 11.35% North America 38
221 AXB Air India Express T3 FSC 11.46% APAC 61
222 PGT Pegasus Airlines T1 FSC 11.68% Europe 280
223 JAT Air Serbia T4 FSC 11.88% Europe 35
224 MXD Malindo Air T3 LCC 11.92% APAC 50
225 KQA Kenya Airways T3 FSC 12.19% ME&A 68
226 ACN Azul Conecta T4 FSC 12.66% LATAM 32
227 VOZ Virgin Australia T2 LCC 13.40% APAC 195
228 PGA Portugalia T3 FSC 13.72% Europe 38
229 PVL PAL Airlines T3 FSC 14.18% APAC 72
230 AKJ Akasa Air T4 LCC 14.53% APAC 91
231 AIE Air Inuit T3 FSC 15.32% North America 78
232 LNI Lion Air T2 LCC 15.38% APAC 244
233 TAR Tunis Air T4 FSC 15.39% ME&A 32
234 ALK SriLankan Airlines T3 LCC 16.98% APAC 39
235 BTK Batik Air T2 FSC 17.73% APAC 206
236 PIA Pakistan International Airlines T3 FSC 18.34% APAC 75
237 IRM Mahan Air T4 LCC 18.39% ME&A 51
238 FBZ Flybondi T4 LCC 19.19% LATAM 50
239 IWY InterCaribbean Airways T4 LCC 19.25% North America 24
240 SEJ SpiceJet T2 LCC 31.82% APAC 347
Region

Europe

Europe is more than double the number of North America airlines represented in this report but accounts for almost 20% less of the flight volumes worldwide.

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Share Region

Top Passenger Impressions

1. Staff behavior
7% positive
2. Flight Cancellation
100% negative
3. Flight Experience
65% positive
4. Booking Experience
100% negative
5. Delay Experience
100% negative
Sample Reviews

“Our plane was delayed. The speed and service received from [Airline] with the compensation payment was just crazy fast. From now on it's [Airline] all the way; already booked 2 more holidays because of the excellent service we got.”

[Tier 1, LCC]

“My most recent flight to Frankfurt was cancelled 3 times and I had to call to reschedule. After calling and rescheduling, they cancelled it again. My trip time was decreased by a week because of their cancellations. I made the reservations and paid for the ticket with the assumption of the time to be spent on the trip. I had appointments and meetings that were lost. They did not even offer any compensation or even to extend the return flight to accommodate the cancellations and lost time.”

[Tier 1, FSC]

24%
Total of Disruption
35%
Medium Delays
0,75%
Cancellations
2%
Major Delays
4.87%
ImPax

Full Service Carriers

Share FSC

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Air Corsica
0.74% ImPax
Austrian Airllines
1.69% ImPax
Icelandair
1.83% ImPax

Low Cost Carriers

Share LCC

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Transavia
2.68% ImPax
Norwegian Air Sweden
2.72% ImPax
GX Airlines
2.86% ImPax

All Carriers - Europe

Rank Code Name Tier Class ImPax % Disruption % Min Delays Med Delays Maj Delays Cancellations
1 CCM Air Corsica T3 FSC 0.74% 9.3% 94.08% 5.59% 0.33% 0.21%
2 AUA Austrian Airlines T2 FSC 1.69% 10.5% 89.91% 9.50% 0.59% 0.69%
3 ICE Icelandair T3 FSC 1.83% 15.5% 92.18% 6.42% 1.40% 0.66%
4 NOZ Norwegian Air Shuttle T2 FSC 1.87% 12.6% 85.65% 13.89% 0.46% 0.07%
5 BRX Braathens Regional Airways T3 FSC 1.95% 20.9% 92.32% 7.18% 0.50% 0.38%
6 FIN Finnair T2 FSC 2.09% 15.9% 87.03% 12.56% 0.41% 0.02%
7 IBE Iberia T2 FSC 2.24% 15.9% 86.14% 12.22% 1.64% 0.04%
8 BEL Brussels Airlines T2 FSC 2.26% 17.4% 88.21% 10.58% 1.21% 0.24%
9 SAS SAS T2 FSC 2.27% 14.3% 85.54% 13.96% 0.50% 0.23%
10 ITY ITA Airways T2 FSC 2.32% 24.7% 90.70% 8.58% 0.72% 0.02%
11 TRA Transavia T2 LCC 2.68% 16.1% 83.46% 13.54% 3.00% 0.02%
12 NSZ Norwegian Air Sweden T3 LCC 2.72% 16.6% 83.93% 14.90% 1.16% 0.06%
13 AEE Aegean Airlines T2 FSC 2.82% 33.3% 91.78% 8.03% 0.19% 0.09%
14 CBG GX Airlines T3 LCC 2.86% 9.8% 71.79% 27.78% 0.43% 0.12%
15 EIN Aer Lingus T2 FSC 2.86% 18.3% 85.15% 14.41% 0.44% 0.18%
16 LOT LOT Polish Airlines T2 FSC 2.87% 22.3% 87.61% 11.56% 0.83% 0.12%
17 TVF Transavia France T2 LCC 3.05% 12.3% 76.04% 21.92% 2.04% 0.14%
18 EWG Eurowings T2 LCC 3.07% 16.6% 85.53% 13.53% 0.94% 0.79%
19 CFE BA CityFlyer T3 LCC 3.15% 11.2% 80.15% 19.08% 0.76% 1.17%
20 CTN Croatia Airlines T3 FSC 3.16% 21.8% 87.50% 11.81% 0.69% 0.49%
21 SEH Sky Express T4 LCC 3.21% 16.7% 81.03% 18.36% 0.62% 0.05%
22 JAF Tui Fly Belgium T4 LCC 3.29% 12.9% 75.45% 19.64% 4.91% 0.17%
23 AFL Aeroflot T2 FSC 3.30% 16.0% 79.66% 14.59% 5.75% 0.07%
24 AEA Air Europa T3 FSC 3.43% 17.2% 81.16% 16.57% 2.28% 0.23%
25 NWS Nordwind T4 FSC 3.44% 16.6% 79.52% 18.07% 2.41% 0.07%
26 WMT Wizz Air Malta T2 LCC 3.63% 17.9% 80.17% 18.65% 1.18% 0.11%
27 VLG Vueling Airlines T2 LCC 3.73% 15.8% 78.23% 19.11% 2.66% 0.37%
28 SWR Swiss T2 FSC 3.75% 26.3% 87.68% 10.88% 1.44% 0.59%
29 BCY Cityjet T3 LCC 3.82% 22.0% 86.13% 13.65% 0.22% 0.90%
30 OVA Air Europa Express T3 LCC 3.87% 17.8% 80.40% 18.49% 1.11% 0.46%
31 OAW Helvetic T4 LCC 3.98% 26.5% 88.39% 11.16% 0.45% 1.02%
32 SXS Sun Express T3 LCC 4.02% 28.5% 86.65% 12.04% 1.31% 0.25%
33 ART Smart Lynx T3 LCC 4.06% 16.1% 76.06% 21.13% 2.82% 0.27%
34 OAL Olympic Air T4 LCC 4.27% 26.4% 85.27% 13.18% 1.55% 0.45%
35 EZY easyJet T1 LCC 4.43% 20.0% 79.79% 17.94% 2.26% 0.48%
36 HOP HOP! T2 LCC 4.57% 20.6% 81.24% 17.59% 1.17% 0.88%
37 CLH Lufthansa Cityline T2 LCC 4.62% 27.2% 86.83% 12.21% 0.97% 1.19%
38 BCI Blue Islands T4 FSC 4.78% 8.0% 58.11% 37.84% 4.05% 2.47%
39 DLH Lufthansa T1 FSC 4.93% 26.5% 85.83% 12.68% 1.50% 1.36%
40 ASL Air Serbia T3 FSC 4.98% 24.5% 80.18% 18.24% 1.58% 0.14%
41 WZZ Wizz Air T2 LCC 4.99% 19.8% 75.35% 22.85% 1.81% 0.13%
42 SDM Rossiya Airlines T3 LCC 5.12% 20.5% 75.09% 18.93% 5.98% 0.02%
43 FPY PLAY Airlines T4 LCC 5.31% 16.7% 69.12% 24.02% 6.86% 0.24%
44 RYS Buzz T2 LCC 5.47% 26.0% 79.32% 19.00% 1.68% 0.11%
45 EFW BA Euroflyer dba T4 LCC 5.62% 26.2% 80.21% 19.02% 0.77% 0.53%
46 LOG Loganair T3 FSC 5.63% 19.6% 74.78% 22.83% 2.39% 0.91%
47 RYR Ryanair T1 LCC 5.82% 29.1% 80.74% 17.67% 1.59% 0.27%
48 ROT TAROM T3 FSC 5.98% 23.7% 75.45% 22.04% 2.51% 0.21%
49 AFR Air France T1 FSC 6.06% 23.3% 77.73% 19.20% 3.07% 1.12%
50 SBI S7 Airlines T2 FSC 6.12% 24.7% 75.31% 22.69% 2.00% 0.03%
51 VOE Volotea T2 LCC 6.31% 22.8% 74.89% 23.03% 2.07% 0.77%
52 BAW British Airways T1 FSC 6.81% 28.5% 79.51% 18.65% 1.85% 1.22%
53 LGL Luxair T4 LCC 7.03% 33.9% 80.82% 18.39% 0.79% 0.66%
54 KLC KLM Cityhopper T2 LCC 7.41% 23.1% 86.30% 12.79% 0.91% 4.92%
55 DLA Air Dolomiti T3 LCC 7.67% 35.4% 82.79% 16.50% 0.71% 1.90%
56 OCN Discover T4 FSC 7.76% 33.4% 78.90% 20.04% 1.05% 0.89%
57 TAP TAP Air Portugal T2 LCC 7.99% 35.2% 78.19% 20.36% 1.45% 0.41%
58 THY Turkish Airlines T1 FSC 8.87% 31.6% 75.94% 21.08% 2.97% 1.68%
59 SAT SATA Air Acores T4 FSC 9.51% 26.0% 66.78% 29.87% 3.36% 1.32%
60 AUR Aurigny Air Services Ltd. T4 FSC 9.76% 18.1% 65.89% 24.03% 10.08% 5.42%
61 KLM KLM T1 FSC 10.33% 31.3% 83.97% 15.13% 0.90% 6.34%
62 PGT Pegasus Airlines T1 LCC 11.68% 38.8% 70.02% 26.53% 3.45% 0.05%
63 JAT Air Serbia T4 FSC 11.88% 37.1% 68.36% 25.14% 6.50% 0.21%
64 PGA Portugalia T3 LCC 13.72% 42.7% 69.63% 27.74% 2.63% 1.09%
Region

APAC

APAC represents 40% of all airlines in this report. With two of the largest markets in the Northern Hemisphere, namely India and China, and Australia in the Southern Hemisphere, Asia Pacific accounts for 35.3% of global disruptions in January.

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Top Passenger Impressions

1. Customer Service
30% positive
2. Flight Delay
100% negative
3. Cabin Crew
64% positive
4. Seat Comfort
50% positive
5. In-flight Amenities
50% positive
Sample Reviews

“Because of a delay of 3 hours 30 minutes, we missed our connection. We were "stranded" at the airport for several hours without anyone giving us any explanations. The door and time continued to appear on the screens as if nothing was happening. In total, the trip took us about 40 hours.”

[Tier 1, LCC]

“The attendant was so helpful in changing seating for our flights. I appreciate her effort in making our journey so much smoother. She didn't need to go the extra mile but she did. Thanks!”

[Tier 1, FSC]

22%
Total of Disruption
17%
Medium Delays
1%
Cancellations
3%
Major Delays
5.72%
ImPax

Full Service Carriers

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StarFlyer
0.61% ImPax
Solaseed Air
1.04% ImPax
ANA Wings
1.40% ImPax

Low Cost Carriers

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Skymark
0.41% ImPax
Japan Trans Air
0.74% ImPax
Air Changan
1.41% ImPax

All Carriers - APAC

Rank Code Name Tier Class ImPax % Disruption % Min Delays Med Delays Maj Delays Cancellations
1 SKY Skymark T3 LCC 0.41% 12.0% 97.44% 2.56% 0.00% 0.10%
2 SFJ StarFlyer T3 FSC 0.61% 11.0% 95.60% 4.11% 0.29% 0.13%
3 JTA Japan Trans Air T3 LCC 0.74% 12.6% 94.50% 5.50% 0.00% 0.04%
4 SNJ Solaseed Air T3 FSC 1.04% 12.2% 92.77% 6.54% 0.69% 0.17%
5 AKX ANA Wings T2 FSC 1.40% 12.2% 92.08% 7.51% 0.42% 0.47%
6 CGN Air Changan T3 LCC 1.41% 5.9% 76.80% 18.78% 4.42% 0.06%
7 ANA All Nippon T1 FSC 1.42% 16.7% 91.94% 7.81% 0.26% 0.08%
8 CJX Jiangxi T4 LCC 1.62% 11.9% 88.54% 10.94% 0.52% 0.30%
9 OTC Air Travel T4 LCC 1.75% 11.6% 86.77% 12.17% 1.06% 0.24%
10 KNA Kunming Airlines T4 LCC 1.76% 13.2% 87.21% 10.93% 1.86% 0.09%
11 FDA Fuji Dream T3 LCC 1.77% 6.3% 82.89% 17.11% 0.00% 0.83%
12 BKP Bangkok T3 FSC 1.84% 25.5% 92.97% 6.60% 0.43% 0.05%
13 MDA Mandarin T3 FSC 1.85% 18.3% 91.25% 7.88% 0.88% 0.28%
14 QDA Qingdao Airlines T3 LCC 1.86% 13.7% 88.70% 9.17% 2.13% 0.34%
15 LAO Lao T4 FSC 1.98% 27.3% 93.09% 5.82% 1.09% 0.10%
16 JAL Japan Airlines T1 FSC 2.05% 22.5% 91.88% 7.87% 0.25% 0.24%
17 CSC Sichuan Airlines T1 LCC 2.18% 14.2% 86.46% 12.60% 0.94% 0.29%
18 CHB West Air T4 LCC 2.24% 12.6% 84.16% 15.12% 0.71% 0.29%
19 BAV Bamboo Airways T4 FSC 2.31% 8.4% 74.67% 24.44% 0.89% 0.25%
20 CCD Dalian Airlines T3 FSC 2.39% 9.8% 85.43% 13.77% 0.81% 1.12%
21 GIA Garuda Indonesia T4 FSC 2.54% 19.7% 90.51% 9.12% 0.38% 0.73%
22 JAC Japan Air Commuter T3 LCC 2.57% 13.9% 94.17% 5.59% 0.23% 1.87%
23 LKE Lucky Air T3 LCC 2.62% 15.7% 85.57% 12.39% 2.04% 0.41%
24 ORC Oriental Air Bridge T4 LCC 2.65% 18.1% 95.85% 4.15% 0.00% 1.98%
25 CDG Shandong Airlines T1 LCC 2.67% 13.4% 81.84% 17.00% 1.16% 0.29%
26 JNA Jin Air T3 LCC 2.76% 34.1% 92.67% 6.91% 0.42% 0.29%
27 ESR EastarJet T4 LCC 2.86% 24.4% 88.47% 11.53% 0.00% 0.05%
28 DKH Juneyao Airlines T2 LCC 2.87% 12.5% 79.38% 17.33% 3.29% 0.36%
29 CXA XiamenAir T1 LCC 2.90% 15.6% 82.99% 14.89% 2.11% 0.31%
30 CSH Shanghai Airlines T1 FSC 2.92% 17.9% 86.78% 11.40% 1.82% 0.64%
31 HBH Hebei Airlines T4 LCC 2.98% 17.2% 83.71% 10.31% 5.98% 0.21%
32 AXM AirAsia T1 LCC 3.06% 18.9% 83.40% 15.62% 0.59% 0.00%
33 UTY Alliance Airlines2 T2 LCC 3.12% 12.7% 77.15% 22.36% 0.49% 0.28%
34 JJP Jetstar Japan T3 LCC 3.20% 20.2% 89.07% 9.84% 1.09% 1.11%
35 CCA Air China T1 FSC 3.27% 16.7% 84.36% 12.93% 2.71% 0.77%
36 FZA Fuzhou Airlines T4 LCC 3.27% 13.4% 77.34% 17.19% 5.47% 0.31%
37 JYH 9 Air T3 LCC 3.28% 16.4% 80.93% 15.70% 3.36% 0.18%
38 CGZ Colorful Guizhou T3 LCC 3.56% 17.1% 80.86% 16.41% 2.73% 0.36%
39 UEA Chengdu Airlines T2 LCC 3.60% 13.8% 81.12% 16.73% 2.15% 1.22%
40 CHH Hainan Airlines T1 FSC 3.61% 13.1% 75.58% 22.40% 2.02% 0.55%
41 OTT OTT Airlines T4 FSC 3.65% 9.8% 69.61% 29.41% 0.98% 0.96%
42 AWQ Indonesia AirAsia T4 LCC 3.68% 29.6% 88.09% 11.23% 0.68% 0.17%
43 MWG MASwings T4 LCC 3.75% 13.3% 76.88% 19.84% 3.28% 0.86%
44 ANZ Air New Zealand T1 FSC 3.85% 18.0% 88.03% 11.20% 0.77% 1.92%
45 CBJ Beijing Capital Airlines T1 LCC 3.89% 22.0% 83.90% 13.49% 2.60% 0.41%
46 VIR Virgin Atlantic T3 FSC 3.94% 17.7% 79.49% 18.97% 1.54% 0.40%
47 CDC Zhejiang Loong T2 LCC 4.01% 18.3% 79.48% 18.11% 2.41% 0.33%
48 RLH Ruili T3 LCC 4.22% 21.9% 83.75% 13.78% 2.48% 0.78%
49 TBA Tibet Airlines T3 LCC 4.35% 26.6% 84.66% 9.61% 5.73% 0.32%
50 CSN China Southern Airlines T1 FSC 4.37% 15.8% 73.74% 21.88% 4.38% 0.29%
51 AAR Asiana T2 FSC 4.43% 27.5% 83.98% 11.37% 4.65% 0.03%
52 CUH Urumqi Air T4 LCC 4.48% 12.4% 64.66% 33.62% 1.72% 0.16%
53 CUA China United Airlines T2 LCC 4.63% 17.1% 77.15% 16.65% 6.20% 0.92%
54 THA Thai Airways T3 LCC 4.70% 34.9% 86.74% 11.66% 1.60% 0.09%
55 EPA Donghai Airlines T4 LCC 5.09% 19.0% 74.61% 22.05% 3.35% 0.37%
56 OKA Okay Airways T3 LCC 5.15% 18.9% 75.19% 20.19% 4.63% 0.61%
57 YZR Suparna T4 FSC 5.27% 12.3% 58.06% 31.34% 10.60% 0.17%
58 VTI Vistara T2 FSC 5.30% 37.0% 85.85% 13.14% 1.01% 0.09%
59 CNM Air China Inner Mongolia T4 LCC 5.36% 17.1% 79.23% 15.94% 4.83% 2.29%
60 CQH Spring Airlines T2 LCC 5.46% 14.4% 68.85% 25.99% 5.16% 1.42%
61 KAL Korean Air T2 FSC 5.48% 25.9% 79.78% 13.89% 6.33% 0.30%
62 IGO IndiGO T1 LCC 5.93% 24.6% 76.25% 21.11% 2.63% 0.12%
63 HXA China Express Airlines T2 LCC 6.08% 18.9% 73.29% 21.10% 5.61% 1.40%
64 GAP PAL Express T4 LCC 6.20% 18.4% 68.62% 27.45% 3.93% 0.60%
65 WON Wings Abadi T3 LCC 6.26% 28.6% 81.85% 16.01% 2.14% 1.30%
66 SDG StarAir T4 FSC 6.47% 13.5% 70.27% 25.23% 4.50% 3.50%
67 MMA MAI T4 FSC 6.58% 25.4% 80.47% 16.98% 2.56% 2.01%
68 GCR Tianjin Airlines T2 FSC 6.81% 14.9% 63.99% 29.30% 6.71% 2.26%
69 NTH Hokkaido Air System T4 FSC 6.96% 16.8% 93.46% 6.54% 0.00% 6.27%
70 CPA Cathay Pacific T2 FSC 6.98% 21.8% 68.24% 18.66% 13.10% 0.10%
71 VSV SCAT Airlines T3 LCC 7.22% 30.3% 76.75% 21.61% 1.64% 0.22%
72 CES China Eastern T1 LCC 7.23% 17.9% 80.21% 17.70% 2.10% 4.59%
73 THD Thai Smile T4 LCC 7.68% 48.5% 84.26% 15.39% 0.35% 0.06%
74 IAD AirAsia India T3 LCC 7.79% 34.7% 77.77% 18.50% 3.73% 0.09%
75 RXA Regional Express Airlines T3 FSC 7.93% 36.1% 78.63% 19.51% 1.86% 0.28%
76 VJC VietJet Air T2 LCC 8.18% 34.2% 76.11% 21.46% 2.43% 0.02%
77 AIC Air India T2 FSC 8.23% 37.3% 78.02% 20.29% 1.69% 0.03%
78 BBC Bangladesh Biman T4 FSC 8.29% 39.3% 79.58% 17.81% 2.62% 0.34%
79 QLK QantasLink T2 FSC 8.34% 31.6% 79.00% 19.04% 1.96% 2.16%
80 FJI Fiji Airways T3 LCC 8.40% 26.5% 75.39% 18.67% 5.93% 2.51%
81 JST Jetstar T2 LCC 8.65% 37.0% 80.20% 17.82% 1.97% 1.66%
82 PAL Philippine Air Lines T3 LCC 9.04% 21.0% 60.86% 34.56% 4.59% 1.35%
83 CSZ Shenzhen Airlines T1 LCC 9.20% 27.3% 78.12% 20.76% 1.12% 4.12%
84 QFA Qantas T1 FSC 9.56% 39.2% 78.95% 18.39% 2.66% 1.66%
85 MAS Malaysia Airlines T2 FSC 10.08% 36.4% 73.72% 22.60% 3.68% 0.70%
86 JSA Jetstar Asia T4 LCC 10.83% 36.1% 70.23% 21.63% 8.14% 0.09%
87 AXB Air India Express T3 LCC 11.46% 29.1% 60.95% 33.96% 5.09% 0.15%
88 MXD Malindo Air T3 LCC 11.92% 45.7% 77.86% 21.01% 1.13% 2.32%
89 VOZ Virgin Australia T2 FSC 13.40% 42.7% 77.23% 20.96% 1.81% 4.77%
90 PVL PAL Airlines T3 LCC 14.18% 25.4% 51.05% 37.98% 10.98% 3.47%
91 AKJ Akasa Air T4 LCC 14.53% 28.2% 48.59% 50.10% 1.31% 0.11%
92 LNI Lion Air T2 LCC 15.38% 32.4% 73.04% 22.98% 3.97% 9.10%
93 ALK SriLankan Airlines T3 FSC 16.98% 44.1% 63.81% 30.32% 5.88% 1.60%
94 BTK Batik Air T2 FSC 17.73% 37.9% 73.78% 23.07% 3.15% 10.56%
95 PIA Pakistan International Airlines T3 FSC 18.34% 46.8% 69.47% 22.11% 8.42% 5.83%
96 SEJ SpiceJet T2 LCC 31.82% 53.7% 41.78% 34.67% 23.55% 1.35%
Region

North America

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Top Passenger Impressions

1. Customer Service
42% positive
2. Flight Delay
3% positive
3. Crew Service
50% positive
4. Flight Cancellation
100% negative
5. Booking Experience
100% negative
Sample Reviews

“Flight was delayed FOUR TIMES with no explanation, and departure gate changed with NO update given from [Airline]. Staff was rude at the info desk. On my return flights, BOTH were delayed, again with no explanation. I will never fly this airline again.”

[Tier 1, LCC]

“Flew roundtrip from DFW-BOS. No delay inbound to BOS; however the outbound flight to DFW was delayed by 2h 30m because of the winter storms. [Airline] through its mobile app and messaging kept us informed of each and every flight delay update. Although delayed we were glad to be home rather than being stranded in BOS. I would definitely fly [Airline] again.”

[Tier 1, FSC]

21%
Total of Disruption
23%
Medium Delays
1%
Cancellations
5%
Major Delays
6.71%
ImPax

Full Service Carriers

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Air Tahiti
1.04% ImPax
Hawaiian Airlines
2.43% ImPax
Delta
2.68% ImPax

Low Cost Carriers

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Porter
1.75% ImPax
Southwest
2.78% ImPax
WestJet
4.63% ImPax

All Carriers - North America

Rank Code Name Tier Class ImPax % Disruption % Min Delays Med Delays Maj Delays Cancellations
1 VTA Air Tahiti T4 FSC 1.04% 1.2% 80.00% 20.00% 0.00% 1.00%
2 POE Porter T3 LCC 1.75% 8.6% 82.92% 14.16% 2.92% 0.33%
3 HAL Hawaiian Airlines T1 FSC 2.43% 15.3% 87.79% 9.90% 2.31% 0.64%
4 DAL Delta T1 FSC 2.68% 9.4% 72.47% 21.49% 6.04% 0.11%
5 SWA Southwest T1 LCC 2.78% 15.8% 83.43% 15.16% 1.41% 0.19%
6 ASA Alaska Airlines T1 FSC 4.05% 17.7% 78.82% 18.55% 2.63% 0.37%
7 AAL American Airlines T1 FSC 4.19% 14.7% 71.47% 22.94% 5.59% 0.07%
8 UAL United T1 FSC 4.21% 13.4% 71.37% 23.30% 5.33% 0.53%
9 WJA WestJet T2 LCC 4.63% 26.0% 85.23% 13.08% 1.69% 0.93%
10 BWA Caribbean Airlines T4 FSC 4.73% 16.2% 73.44% 21.05% 5.50% 0.60%
11 DVR Divi Divi Air T4 FSC 4.91% 42.4% 88.60% 10.20% 1.20% 0.08%
12 WEN WestJet Encore T4 LCC 5.07% 18.2% 74.71% 21.21% 4.08% 0.63%
13 QXE Horizon T4 LCC 5.40% 15.3% 67.52% 27.60% 4.88% 0.64%
14 AAY Allegiant Air T2 LCC 5.52% 18.0% 69.37% 24.36% 6.26% 0.03%
15 MXY Breeze Airways T3 LCC 5.59% 22.9% 76.36% 20.70% 2.94% 0.22%
16 AMX AeroMexico T2 FSC 5.78% 18.6% 71.19% 22.62% 6.18% 0.57%
17 JZA Jazz T2 LCC 6.07% 22.4% 77.13% 20.33% 2.54% 1.23%
18 ASH Mesa T2 FSC 6.31% 14.9% 59.47% 28.93% 11.60% 0.44%
19 FFT Frontier T2 LCC 6.72% 21.0% 68.40% 23.86% 7.74% 0.14%
20 VTE Contour Airlines T3 FSC 7.52% 15.3% 54.93% 32.11% 12.96% 1.15%
21 SLI Aeroméxico Connect T3 FSC 7.98% 20.5% 67.62% 25.11% 7.27% 1.96%
22 NKS Spirit T1 LCC 8.13% 25.4% 68.74% 25.69% 5.57% 0.28%
23 ACA Air Canada T2 FSC 8.34% 28.4% 72.78% 22.52% 4.70% 0.82%
24 JBU JetBlue T1 LCC 8.62% 22.9% 62.69% 30.85% 6.46% 0.13%
25 ROU Air Canada Rouge T3 LCC 8.88% 25.5% 66.96% 26.34% 6.70% 0.68%
26 BHS Bahamasair T4 FSC 10.85% 32.7% 72.69% 25.42% 1.89% 2.65%
27 PCO Pacific Coastal Airlines T3 LCC 11.21% 31.1% 72.41% 23.36% 4.23% 3.62%
28 SIL Silver Airways T3 LCC 11.35% 25.3% 56.25% 34.19% 9.56% 0.50%
29 AIE Air Inuit T3 LCC 15.32% 27.9% 62.01% 34.24% 3.75% 7.59%
30 IWY InterCaribbean Airways T4 LCC 19.25% 39.0% 64.78% 30.01% 5.20% 8.51%
Region

Middle East and Africa

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Mauris auctor est in porttitor congue. Nunc hendrerit placerat facilisis. Aenean malesuada felis erat. Donec iaculis condimentum felis at sollicitudin. Quisque lectus tortor, faucibus vel sem dapibus, condimentum elementum eros. Donec rhoncus tincidunt tellus, in sollicitudin neque commodo sed.

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Top Passenger Impressions

1. Staff behavior
7% positive
2. Flight Cancellation
100% negative
3. Flight Experience
65% positive
4. Booking Experience
100% negative
5. Delay Experience
100% negative
Sample Reviews

“Our plane was delayed. The speed and service received from [Airline] with the compensation payment was just crazy fast. From now on it's [Airline] all the way; already booked 2 more holidays because of the excellent service we got.”

[Tier 1, LCC]

“My most recent flight to Frankfurt was cancelled 3 times and I had to call to reschedule. After calling and rescheduling, they cancelled it again. My trip time was decreased by a week because of their cancellations. I made the reservations and paid for the ticket with the assumption of the time to be spent on the trip. I had appointments and meetings that were lost. They did not even offer any compensation or even to extend the return flight to accommodate the cancellations and lost time.”

[Tier 1, FSC]

22.5%
Total of Disruption
16.3%
Medium Delays
0.6%
Cancellations
2.4%
Major Delays
4.91%
ImPax

Full Service Carriers

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SalamAir
1.30% ImPax
Oman Air
1.46% ImPax
Royal Jordanian
2.22% ImPax

Low Cost Carriers

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South African Airlink
1.19% ImPax
Freebird
1.71% ImPax
US-Bangla Airlines
1.78% ImPax

All Carriers - Middle East and Africa

Rank Code Name Tier Class ImPax % Disruption % Min Delays Med Delays Maj Delays Cancellations
1 LNK South African Airlink T2 LCC 1.19% 15.8% 92.67% 7.14% 0.18% 0.03%
2 OMS SalamAir T4 FSC 1.30% 16.5% 92.59% 7.14% 0.26% 0.09%
3 OMA Oman Air T3 FSC 1.46% 10.1% 86.32% 8.52% 5.16% 0.09%
4 FHY Freebird T4 LCC 1.71% 17.1% 90.96% 9.04% 0.00% 0.18%
5 UBG US-Bangla Airlines T4 LCC 1.78% 31.5% 94.57% 5.08% 0.35% 0.07%
6 JZR Jazeera Airways T3 LCC 1.94% 20.7% 92.54% 6.81% 0.65% 0.43%
7 ABY Air Arabia T4 LCC 1.99% 21.9% 92.25% 7.51% 0.23% 0.32%
8 RJA Royal Jordanian T3 FSC 2.22% 19.2% 89.88% 8.94% 1.18% 0.31%
9 GFA Gulf Air T4 FSC 2.43% 19.6% 88.08% 10.26% 1.67% 0.10%
10 SKK ASKY Airlines T4 FSC 2.51% 12.2% 83.63% 14.62% 1.75% 0.61%
11 ETH Ethiopian Airlines T2 FSC 2.55% 13.1% 81.08% 13.34% 5.57% 0.09%
12 RWD RwandAir T4 FSC 3.01% 14.4% 81.21% 16.78% 2.01% 0.38%
13 UZB Uzbekistan Airways T3 FSC 3.02% 22.3% 87.42% 11.15% 1.43% 0.25%
14 KNE Flynas T2 LCC 3.07% 20.8% 85.59% 12.47% 1.94% 0.08%
15 ETD Etihad Airways T2 FSC 3.15% 22.6% 86.57% 10.58% 2.85% 0.14%
16 QTR Qatar Airways T1 FSC 3.23% 13.9% 76.88% 17.88% 5.24% 0.02%
17 RAM Royal Air Maroc T3 FSC 3.88% 22.3% 83.62% 15.58% 0.80% 0.27%
18 UAE Emirates T1 FSC 3.93% 22.7% 82.75% 14.47% 2.79% 0.01%
19 SVA Saudia T2 FSC 4.39% 17.6% 77.64% 17.85% 4.51% 0.59%
20 KEM CemAir T4 LCC 5.15% 24.7% 81.73% 17.10% 1.17% 0.78%
21 KAC Kuwait Airways Corporation T3 LCC 5.19% 29.5% 84.45% 14.09% 1.45% 0.71%
22 MSR Egyptair T2 LCC 5.25% 30.5% 82.84% 15.55% 1.60% 0.01%
23 FDB FlyDubai T2 LCC 5.42% 32.8% 85.31% 13.79% 0.90% 0.70%
24 DAH Air Algerie T3 FSC 5.52% 22.0% 75.93% 22.51% 1.56% 0.27%
25 SAA South African Airways T4 FSC 5.85% 20.8% 78.67% 17.54% 3.79% 1.80%
26 MSC Air Cairo T3 LCC 6.18% 27.9% 78.23% 20.02% 1.75% 0.12%
27 IRA IranAIR T4 FSC 6.65% 21.8% 81.82% 16.75% 1.44% 3.28%
28 VRE Air Cote D'Ivoire T4 FSC 6.69% 23.9% 83.06% 14.88% 2.07% 3.17%
29 ELY El Al T3 FSC 6.81% 28.8% 76.60% 18.97% 4.42% 0.08%
30 DTA TAAG Angola Airlines T4 FSC 8.61% 19.0% 56.49% 36.82% 6.69% 0.61%
31 KQA Kenya Airways T3 FSC 12.19% 33.3% 63.49% 26.90% 9.62% 0.03%
32 TAR Tunis Air T4 LCC 15.39% 44.0% 65.63% 30.52% 3.85% 0.43%
33 IRM Mahan Air T4 FSC 18.39% 28.4% 41.47% 57.02% 1.51% 4.19%
Region

Latin America

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Top Passenger Impressions

1. Staff behavior
7% positive
2. Flight Cancellation
100% negative
3. Flight Experience
65% positive
4. Booking Experience
100% negative
5. Delay Experience
100% negative
Sample Reviews

“Our plane was delayed. The speed and service received from [Airline] with the compensation payment was just crazy fast. From now on it's [Airline] all the way; already booked 2 more holidays because of the excellent service we got.”

[Tier 1, LCC]

“My most recent flight to Frankfurt was cancelled 3 times and I had to call to reschedule. After calling and rescheduling, they cancelled it again. My trip time was decreased by a week because of their cancellations. I made the reservations and paid for the ticket with the assumption of the time to be spent on the trip. I had appointments and meetings that were lost. They did not even offer any compensation or even to extend the return flight to accommodate the cancellations and lost time.”

[Tier 1, FSC]

21.2%
Total of Disruption
22.8%
Medium Delays
1.36%
Cancellations
5.12%
Major Delays
6.77%
ImPax

Full Service Carriers

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Boa Boliviana
1.83% ImPax
Copa Airlines
2.31% ImPax
Voepass Linhas Aéreas
3.41% ImPax

Low Cost Carriers

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TAG Airlines
1.47% ImPax
Lam - Linhas Aereas de Mocambique
2.92% ImPax
Avianca
5.08% ImPax

All Carriers - Latin America

Rank Code Name Tier Class ImPax % Disruption % Min Delays Med Delays Maj Delays Cancellations
1 TGU TAG Airlines T4 LCC 1.47% 4.9% 74.00% 22.00% 4.00% 0.28%
2 BOV Boa Boliviana T3 FSC 1.83% 10.0% 82.38% 15.72% 1.90% 0.08%
3 CMP Copa Airlines T2 FSC 2.31% 17.6% 87.21% 10.19% 2.60% 0.07%
4 LAM Lam - Linhas Aereas de Mocambique T4 LCC 2.92% 7.8% 74.07% 20.99% 4.94% 1.22%
5 PTB Voepass Linhas Aéreas T4 FSC 3.41% 9.2% 66.40% 20.00% 13.60% 0.49%
6 AVA Avianca T1 LCC 5.08% 19.2% 76.97% 20.94% 2.09% 0.86%
7 TAM Latam T1 FSC 5.09% 31.7% 85.47% 13.50% 1.03% 0.57%
8 JES JetSMART T4 LCC 5.38% 26.0% 83.83% 12.44% 3.73% 1.41%
9 GLO Gol Transportes Aereos T1 LCC 5.43% 26.0% 80.98% 16.96% 2.05% 0.60%
10 SKX Sky Airline T4 LCC 5.44% 22.5% 76.38% 18.34% 5.28% 0.17%
11 AZU Azul Brazilian Airlines T1 FSC 6.17% 18.6% 73.24% 23.14% 3.62% 1.64%
12 LCT TAR Aerolineas T4 LCC 8.96% 14.1% 37.77% 47.34% 14.89% 0.57%
13 ARG Aerolineas Argentinas T2 FSC 9.28% 33.6% 74.00% 24.06% 1.94% 0.75%
14 VOI Volaris T1 LCC 9.40% 33.1% 73.88% 22.53% 3.59% 1.01%
15 VIV VivaAerobus T2 LCC 11.02% 33.3% 67.14% 29.34% 3.52% 0.13%
16 ACN Azul Conecta T4 LCC 12.66% 21.5% 67.06% 27.45% 5.49% 8.30%
17 FBZ Flybondi T4 LCC 19.19% 30.7% 44.91% 42.27% 12.81% 5.03%