A major airline suddenly can’t seem to get passengers to their destinations on time, posting worst-in-the-industry on-time rates.
But, surprise, it’s not an airline that cynics love to hate, mega-carriers United Airlines or American Airlines. And it’s not an ultra-discounter like Spirit Airlines.
It’s perennial consumer favorite Southwest Airlines, the Dallas-based carrier that typically sits atop customer satisfaction ratings, with such consumer-friendly policies as free checked bags and no fees to change a flight.
But recently, the airline has had the worst on-time rates in America — a shocking turn for an airline that once topped the industry in punctuality year after year and regularly bragged about it.
For the second consecutive month, Southwest placed at the bottom of the monthly on-time statistics, according to data reported to the Department of Transportation. It marks the first time since at least 1995, when the current DOT reporting system began, that Southwest ranked last for any month.
At Chicago’s Midway Airport, where Southwest has more departures than any other airport, the airline’s on-time rate this year has been abysmal, with an average of only two of three flights departing on time, according to the most recent DOT statistics.
Seth Kaplan, managing partner at Airline Weekly, said it was surprising to see Southwest at the bottom of the heap of any consumer ranking.
“It’s unusual,” he said. “Although they have transitioned in recent years to more of a revenue-focused airline, they’ve always been an airline that got the operation right.”
The reasons for Southwest’s on-time woes are many. For one, Southwest has a penchant for scheduling flights close together, giving little wiggle room when flights encounter weather problems, said Henry Harteveldt, a travel industry analyst at Hudson Crossing.
And through the years, Southwest has expanded into congested air markets more prone to delays, such as New York.
“It’s possible that air traffic congestion on key routes … contribute to the local delays,” Harteveldt said.
Because Southwest is not strictly a hub-and-spoke airline, and doesn’t fly as many back-and-forth flights as major network carriers do, its spare aircraft are less often in places where they’re needed, which can lead to delays, Kaplan said.
Meanwhile, airline competitors have slowly improved their on-time rates, raising the bar on performance.
But the reason for the recent poor performance in August, September and October has been “a combination of unexpected summer weather and changes made to our schedule,” said Southwest spokesman Brian Parrish.
“We are aware of the pain points in our network, and we continue to work on schedule adjustments that will improve our future performance,” he said.
In an attempt to improve its on-time rates, Southwest recently changed its schedule, extending for some routes the total time it allots for such tasks as flying, taxiing, loading and unloading passengers, and preparing the aircraft for the next flight.
But delays on Southwest could continue in the near term.
“Adjustments take several months to implement, due to the complexity of our schedule,” Parrish said. “But we do expect to see improvement by early next year.”