TWA, first in on-time service, but last in customer satisfaction

There’s a whole lot more to customer satisfaction in the airline industry than on-time performance. TWA, which led the nation last year in on-time service, is next to last among major airlines in consumer satisfaction. The ranking comes from a study done at Wichita State University and the University of Nebraska. The study uses on-time arrival, involuntary bumping of passengers, mishandled baggage cases and overall complaints to compile the rankings. Only United ranked below TWA, which is based in St. Louis.