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Airline ImPax Report

Analysing Airline IROPS and the Impact on the Passenger Experience

March 2024
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Do You Know Your Airline's ImPax Percentage?

Passengers that experience cancellations, or medium and major delays without a quick resolution, produce almost 100% of an airline’s negative media that leads to customer churn.

This small percentage of passengers is an airline’s ImPax Percentage.

An airline’s ImPax Percentage is calculated as:


On average, an airline’s ImPax Percentage accounts for less than 1 in 13 flights (< 8%).

The Lower an Airline’s ImPax %, the Better.

The aim of this report is to help airlines focus their recovery operations by better understanding their ImPax Percentage in the context of:

  • Passenger estimates
  • Competitor airlines
  • Region, Tier, and Class
  • Sentiment analysis of monthly reviews

March 2024


Quick Insights

Europe | 6.2% of all disruptions qualified for compensation according to EU261. North America | More than a quarter of all delays were 1–3 hrs in duration impacting 2.3million travellers. APAC | Across 116 airlines, 4.5% of all disruptions in APAC were cancellations.

Average ImPax Percentage

Trending month-on-month view. Filter by selecting Tiers and Regions:

Top 10 Airlines | March 2024

Per volume of flights, these are the Top 10 Airlines ranked by ImPax Percentage, including the percentage disruption each accounted for, globally.

Rank Code Name Class Region ImPax % % of Global Disruptions Rank by Size
1IGOIndiGOLCCAPAC2.8%2.1%8
2RYRRyanairLCCEurope3.0%2.4%6
3EZYeasyJetLCCEurope4.0%1.5%10
4DALDeltaFSCNorth America5.2%2.5%4
5CCAAir ChinaFSCAPAC7.3%1.7%9
6CSNChina Southern AirlinesFSCAPAC7.6%2.3%7
7SWASouthwestLCCNorth America7.7%5.2%1
8UALUnitedFSCNorth America8.1%2.9%3
9CESChina EasternLCCAPAC8.2%2.5%5
10AALAmerican AirlinesFSCNorth America10.9%4.6%2
Global Overview Asia Pacific Europe North America Middle East and Africa Latin America

Global Disruptions Overview

This month’s report analyses the disruption data of 289 airlines totalling 555,286 disrupted flights, across 2,782,097 planned flights, globally.

Disruption numbers remain steady while flight volumes increase across every region. Check out the full report!

288 Airlines | 156 LCC | 132 FSC

This shows the volume of disrupted flights and the percentage accounted for by Low Cost Carriers and Full Service Carriers.
555,286 52.4% LCC | 47.6% FSC
Disrupted Flights
This shows the average percentage of flights which experienced some sort of delay - including minor delays. The average varies for only LCCs or FSCs.
19% 20.8% LCC | 17.8% FSC
Total Disruption Avg
This is the global average ImPax Percentage, and the average if only LCCs or FSCs were analysed.
5.3% 5.9% LCC | 4.6% FSC
Average ImPax
This is a conservative estimate of the volume of passengers that were impacted by medium and major delays, and cancellations, this month.
22.4m
Estimated Disrupted Pax

Airlines Vs. Global Disruptions

This is a comparative view of the percentage of airlines by Region and Tier, and the percentage of global disruption they contributed.

Global | All Carriers Filter by tiers:

Rank Code Name Tier Class Region ImPax % Pax Est. 1000s Total % Disruption
1 CQN Chongqing T 4 FSC APAC 0.0% 0 0.6%
2 ART Smart Lynx T 3 LCC Europe 0.0% 0 0.7%
3 FHY Freebird T 4 LCC ME&A 0.2% 0 4.6%
4 FPY PLAY Airlines T 4 LCC Europe 0.3% 1 5.4%
5 GBB Global Aviation T 4 FSC ME&A 0.4% 1 4.0%
6 FAD Flyadeal T 4 LCC ME&A 0.4% 3 10.4%
7 BOV Boa Boliviana T 3 FSC LATAM 0.5% 1 6.1%
8 TGU TAG Airlines T 4 LCC LATAM 0.6% 1 7.9%
9 LNK South African Airlink T 2 LCC ME&A 0.7% 15 5.4%
10 JAF Tui Fly Belgium T 4 LCC Europe 0.7% 2 5.3%
11 CCM Air Corsica T 3 FSC Europe 0.7% 2 9.3%
12 SFJ StarFlyer T 3 FSC APAC 0.9% 4 10.7%
13 SNJ Solaseed Air T 3 FSC APAC 1.0% 2 10.9%
14 SEH Sky Express T 4 LCC Europe 1.0% 8 9.2%
15 BTI airBaltic T 4 FSC Europe 1.1% 8 13.7%
16 RPB Copa Airlines Columbia T 4 FSC Latam 1.1% 3 12.6%
17 OMA Oman Air T 3 FSC ME&A 1.1% 7 7.9%
18 SKY Skymark T 3 LCC APAC 1.1% 8 13.5%
19 AEE Aegean Airlines T 2 FSC Europe 1.1% 12 17.6%
20 LAN Latam T 1 FSC LATAM 1.1% 14 5.5%
21 NOZ Norwegian Air Shuttle T 2 FSC Europe 1.2% 14 9.5%
22 BAV Bamboo Airways T 4 FSC APAC 1.2% 3 19.9%
23 TOM TUI Airways T 2 LCC Europe 1.2% 7 5.5%
24 SKK ASKY Airlines T 4 FSC ME&A 1.2% 1 7.5%
25 ETH Ethiopian Airlines T 2 FSC ME&A 1.2% 25 9.2%
26 CEB Cebu Pacific T 2 LCC APAC 1.2% 22 17.0%
27 ICE Icelandair T 3 FSC Europe 1.3% 5 9.8%
28 JZR Jazeera Airways T 3 LCC ME&A 1.4% 6 12.1%
29 KAL Korean Air T 2 FSC APAC 1.4% 13 15.6%
30 OVA Air Europa Express T 3 LCC Europe 1.5% 4 14.2%
31 JES JetSMART T 4 LCC LATAM 1.5% 3 4.4%
32 OMS SalamAir T 4 FSC ME&A 1.5% 5 12.9%
33 LOT LOT Polish Airlines T 2 FSC Europe 1.5% 12 13.5%
34 NSZ Norwegian Air Sweden T 3 LCC Europe 1.5% 7 13.2%
35 JTA Japan Trans Air T 3 LCC APAC 1.6% 6 22.4%
36 ITY ITA Airways T 2 FSC Europe 1.6% 26 18.9%
37 GIA Garuda Indonesia T 4 FSC APAC 1.6% 19 12.4%
38 SIA Singapore Airlines T 2 FSC APAC 1.7% 36 13.1%
39 AWQ Indonesia AirAsia T 4 LCC APAC 1.7% 9 15.3%
40 VIR Virgin Atlantic T 3 FSC APAC 1.7% 9 11.8%
41 TVS Smartwings T 4 LCC Europe 1.7% 5 10.4%
42 IBS Iberia Express T 4 LCC Europe 1.7% 11 15.9%
43 MDA Mandarin T 3 FSC APAC 1.7% 8 16.1%
44 IBE Iberia T 2 FSC Europe 1.7% 34 14.5%
45 SBI S7 Airlines T 2 FSC Europe 1.8% 11 9.1%
46 BEL Brussels Airlines T 2 FSC Europe 1.8% 16 17.2%
47 FIN Finnair T 2 FSC Europe 1.8% 33 14.2%
48 CMP Copa Airlines T 2 FSC LATAM 1.8% 35 9.0%
49 VOE Volotea T 2 LCC Europe 1.8% 7 15.1%
50 TVF Transavia France T 2 LCC Europe 1.8% 21 12.4%
51 HAL Hawaiian Airlines T 1 FSC North America 1.8% 24 12.3%
52 SXS Sun Express T 3 LCC Europe 1.8% 15 12.1%
53 PTB Voepass Linhas Aéreas T 4 FSC LATAM 1.8% 3 8.9%
54 RJA Royal Jordanian T 3 FSC ME&A 1.9% 6 11.9%
55 BRX Braathens Regional Airways T 3 FSC Europe 1.9% 8 13.6%
56 ANA All Nippon T 1 FSC APAC 1.9% 59 14.2%
57 SDM Rossiya Airlines T 3 LCC Europe 1.9% 15 8.4%
58 AHY Azerbaijan Airlines T 4 FSC ME&A 1.9% 6 11.5%
59 SDG StarAir T 4 FSC APAC 1.9% 2 3.6%
60 GLO Gol Transportes Aereos T 1 LCC LATAM 2.0% 54 13.9%
61 HOP HOP! T 2 LCC Europe 2.0% 26 13.2%
62 PGT Pegasus Airlines T 1 LCC Europe 2.0% 51 12.5%
63 TAM Latam Brasil T 1 FSC LATAM 2.1% 69 17.8%
64 BWA Caribbean Airlines T 4 FSC North America 2.1% 5 11.4%
65 BCI Blue Islands T 4 FSC Europe 2.1% 1 7.1%
66 RYS Buzz T 2 LCC Europe 2.1% 26 12.8%
67 KAC Kuwait Airways Corporation T 3 LCC ME&A 2.1% 5 10.9%
68 VLG Vueling Airlines T 2 LCC Europe 2.1% 56 13.2%
69 JAL Japan Airlines T 1 FSC APAC 2.1% 82 18.2%
70 AFL Aeroflot T 2 FSC Europe 2.2% 40 7.2%
71 CRK Hong Kong Airlines T 4 FSC APAC 2.2% 9 17.2%
72 SWR Swiss T 2 FSC Europe 2.2% 34 24.0%
73 AIQ Thai AirAsia T 3 LCC APAC 2.2% 35 33.1%
74 FDA Fuji Dream T 3 LCC APAC 2.2% 8 7.7%
75 EXS Jet2.com T 2 LCC Europe 2.2% 24 15.5%
76 JAT Air Serbia T 4 FSC Europe 2.2% 8 17.3%
77 RWD RwandAir T 4 FSC ME&A 2.2% 4 10.0%
78 SAS SAS T 2 FSC Europe 2.2% 46 9.5%
79 BKP Bangkok T 3 FSC APAC 2.2% 14 23.4%
80 AVA Avianca T 1 LCC LATAM 2.3% 69 9.4%
81 HKE Hong Kong Express Airways T 4 FSC APAC 2.3% 10 18.1%
82 MAS Malaysia Airlines T 2 FSC APAC 2.4% 26 17.9%
83 IAD AirAsia India T 3 LCC APAC 2.4% 17 19.7%
84 JJP Jetstar Japan T 3 LCC APAC 2.5% 11 24.1%
85 QTR Qatar Airways T 1 FSC ME&A 2.5% 74 12.9%
86 NWS Nordwind T 4 FSC Europe 2.5% 6 9.3%
87 AKX ANA Wings T 2 FSC APAC 2.5% 42 12.6%
88 THY Turkish Airlines T 1 FSC Europe 2.6% 169 11.8%
89 THA Thai Airways T 3 LCC APAC 2.6% 36 24.9%
90 ANZ Air New Zealand T 1 FSC APAC 2.6% 100 16.4%
91 PDT Piedmont Airlines T 4 FSC North America 2.6% 10 9.6%
92 TVJ Thai Vietjet Air T 4 LCC APAC 2.6% 14 23.9%
93 SAA South African Airways T 4 FSC ME&A 2.6% 2 13.1%
94 SVA Saudia T 2 FSC ME&A 2.7% 45 14.7%
95 JJA Jeju Air T 3 LCC APAC 2.7% 27 17.3%
96 APJ Peach Airlines T 4 LCC APAC 2.7% 20 21.0%
97 TUI TUI Airways T 2 LCC Europe 2.7% 10 20.0%
98 AEA Air Europa T 3 FSC Europe 2.7% 19 15.6%
99 AMX AeroMexico T 2 FSC North America 2.8% 45 13.6%
100 IGO IndiGO T 1 LCC APAC 2.8% 229 20.3%
101 GFA Gulf Air T 4 FSC ME&A 2.8% 13 12.8%
102 CGN Air Changan T 3 LCC APAC 2.8% 14 9.5%
103 AXM AirAsia T 1 LCC APAC 2.8% 56 16.6%
104 SKU Sky Airlines T 3 LCC Latam 2.8% 15 16.8%
105 MMA MAI T 4 FSC APAC 2.8% 5 21.0%
106 TSC Air Transat T 3 FSC North America 2.8% 18 18.6%
107 EZS EasyJet Switzerland T 3 LCC Europe 2.8% 17 21.3%
108 RAM Royal Air Maroc T 3 FSC ME&A 2.9% 25 19.7%
109 WMT Wizz Air Malta T 2 LCC Europe 2.9% 62 12.2%
110 ETD Etihad Airways T 2 FSC ME&A 2.9% 44 17.4%
111 WZZ Wizz Air T 2 LCC Europe 2.9% 79 11.8%
112 EWG Eurowings T 2 LCC Europe 3.0% 43 15.4%
113 MWG MASwings T 4 LCC APAC 3.0% 21 14.7%
114 CTN Croatia Airlines T 3 FSC Europe 3.0% 7 20.0%
115 QLK QantasLink T 2 LCC APAC 3.0% 58 10.0%
116 OCN Discover T 4 FSC Europe 3.0% 4 29.2%
117 CFG Condor T 2 FSC Europe 3.0% 19 21.9%
118 RYR Ryanair T 1 LCC Europe 3.0% 315 22.0%
119 XAX AirAsia X T 3 LCC APAC 3.1% 6 15.8%
120 IAW Iraqi Airways T 4 FSC ME&A 3.1% 9 16.5%
121 WUK Wizz Air UK T 4 LCC Europe 3.2% 13 15.0%
122 OAW Helvetic T 4 LCC Europe 3.2% 8 22.1%
123 AKJ Akasa Air T 4 LCC APAC 3.2% 21 20.3%
124 OAL Olympic Air T 4 LCC Europe 3.2% 9 16.9%
125 AAR Asiana T 2 FSC APAC 3.2% 15 21.6%
126 JNA Jin Air T 3 LCC APAC 3.3% 24 27.7%
127 LPE Latam Perú T 3 LCC Latam 3.3% 42 11.9%
128 DVR Divi Divi Air T 4 FSC North America 3.3% 1 19.7%
129 LGL Luxair T 4 LCC Europe 3.3% 5 23.7%
130 KLC KLM Cityhopper T 2 LCC Europe 3.3% 49 17.7%
131 UZB Uzbekistan Airways T 3 FSC ME&A 3.4% 17 15.9%
132 ASL Air Serbia T 3 FSC Europe 3.5% 15 21.9%
133 CJX Jiangxi T 4 LCC APAC 3.5% 8 15.6%
134 SJV Super Air Jet T 3 LCC APAC 3.6% 32 19.8%
135 LAO Lao T 4 FSC APAC 3.6% 5 23.0%
136 KLM KLM T 1 FSC Europe 3.7% 112 23.7%
137 EJU easyJet Europe T 2 LCC Europe 3.7% 80 18.6%
138 CFE BA CityFlyer T 3 FSC Europe 3.7% 11 12.1%
139 RUK Ryanair UK T 3 LCC Europe 3.7% 12 19.5%
140 KNE Flynas T 2 LCC ME&A 3.8% 41 22.4%
141 SLI AeroMéxico Connect T 3 FSC North America 3.8% 30 11.9%
142 VOI Volaris T 1 LCC LATAM 3.8% 20 21.2%
143 LOG Loganair T 3 FSC Europe 3.8% 20 13.8%
144 BBC Bangladesh Biman T 4 FSC APAC 3.9% 17 33.8%
145 IRA IranAIR T 4 FSC ME&A 3.9% 5 15.5%
146 SJX StarLux T 4 FSC APAC 3.9% 10 22.2%
147 TRA Transavia T 2 LCC Europe 3.9% 33 21.9%
148 ELY El Al T 3 FSC ME&A 4.0% 19 23.9%
149 EZY easyJet T 1 LCC Europe 4.0% 199 21.2%
150 BCY Cityjet T 3 LCC Europe 4.0% 11 13.5%
151 AIC Air India T 2 FSC APAC 4.0% 90 25.2%
152 GAP PAL Express T 4 LCC APAC 4.0% 34 14.2%
153 AFR Air France T 1 FSC Europe 4.1% 140 18.4%
154 HVN Vietnam Airlines T 2 LCC APAC 4.1% 86 19.4%
155 EIN Aer Lingus T 2 FSC Europe 4.1% 41 19.3%
156 JST Jetstar T 2 LCC APAC 4.2% 66 20.1%
157 SKX Sky Airline T 4 LCC LATAM 4.3% 13 19.9%
158 CPA Cathay Pacific T 2 FSC APAC 4.3% 62 18.0%
159 QFA Qantas T 1 FSC APAC 4.3% 178 21.7%
160 HBH Hebei Airlines T 4 LCC APAC 4.4% 20 18.3%
161 VRE Air Cote D'Ivoire T 4 FSC ME&A 4.4% 3 18.6%
162 UBG US-Bangla Airlines T 4 LCC ME&A 4.4% 10 31.1%
163 UAE Emirates T 1 FSC ME&A 4.5% 192 20.5%
164 KNA Kunming Airlines T 4 LCC APAC 4.6% 38 23.0%
165 VOZ Virgin Australia T 2 FSC APAC 4.6% 69 21.4%
166 CGZ Colorful Guizhou T 3 LCC APAC 4.6% 17 19.4%
167 JAC Japan Air Commuter T 3 LCC APAC 4.7% 25 13.5%
168 ORC Oriental Air Bridge T 4 LCC APAC 4.7% 9 16.9%
169 UTY Alliance Airlines2 T 2 LCC APAC 4.7% 6 12.7%
170 QXE Horizon T 4 LCC North America 4.7% 21 14.9%
171 STW Southwinds T 4 LCC Europe 4.8% 4 12.7%
172 EVA EVA Airways T 3 LCC APAC 4.9% 71 24.2%
173 ESR EastarJet T 4 LCC APAC 4.9% 15 27.5%
174 EDV Endeavor Air T 2 FSC North America 5.0% 57 12.8%
175 AUA Austrian Airlines T 2 FSC Europe 5.0% 80 11.0%
176 RXA Regional Express Airlines T 3 FSC APAC 5.0% 34 21.1%
177 DAH Air Algerie T 3 FSC ME&A 5.1% 47 18.9%
178 KEM CemAir T 4 LCC ME&A 5.1% 4 15.8%
179 CSH Shanghai Airlines T 1 FSC APAC 5.1% 67 21.1%
180 TLM Thai Lion Air T 4 LCC APAC 5.1% 24 27.1%
181 CAL China Airlines T 3 FSC APAC 5.1% 65 23.1%
182 DAL Delta T 1 FSC North America 5.2% 812 15.8%
183 FJI Fiji Airways T 3 LCC APAC 5.2% 6 22.2%
184 ROT TAROM T 3 FSC Europe 5.4% 18 15.6%
185 QDA Qingdao Airlines T 3 LCC APAC 5.4% 25 16.0%
186 JIA PSA Airlines T 2 FSC North America 5.5% 58 16.5%
187 CTV Citilink T 2 LCC APAC 5.5% 67 26.6%
188 CUA China United Airlines T 2 LCC APAC 5.5% 25 20.0%
189 WON Wings Abadi T 3 LCC APAC 5.6% 9 25.1%
190 DLA Air Dolomiti T 3 LCC Europe 5.6% 28 30.1%
191 RLH Ruili T 3 LCC APAC 5.7% 14 25.1%
192 JZA Jazz T 2 LCC North America 5.8% 29 18.7%
193 UEA Chengdu Airlines T 2 LCC APAC 5.8% 62 18.0%
194 FZA Fuzhou Airlines T 4 LCC APAC 5.8% 16 22.5%
195 LNI Lion Air T 2 LCC APAC 5.8% 88 19.4%
196 CCD Dalian Airlines T 3 FSC APAC 5.9% 26 13.4%
197 BAW British Airways T 1 FSC Europe 5.9% 260 25.8%
198 CQH Spring Airlines T 2 LCC APAC 5.9% 123 17.4%
199 CSC Sichuan Airlines T 1 LCC APAC 5.9% 175 21.4%
200 VTI Vistara T 2 FSC APAC 6.0% 113 30.3%
201 MSC Air Cairo T 3 LCC ME&A 6.0% 22 17.1%
202 EFW BA Euroflyer dba T 4 FSC Europe 6.0% 17 25.6%
203 OTC Air Travel T 4 LCC APAC 6.1% 15 18.0%
204 ASA Alaska Airlines T 1 FSC North America 6.2% 205 21.3%
205 CDC Zhejiang Loong T 2 LCC APAC 6.2% 74 20.1%
206 CXA XiamenAir T 1 LCC APAC 6.2% 184 22.4%
207 SAT SATA Air Acores T 4 FSC Europe 6.4% 12 17.2%
208 CDG Shandong Airlines T 1 LCC APAC 6.4% 152 18.9%
209 AXB Air India Express T 3 LCC APAC 6.4% 52 28.7%
210 DKH Juneyao Airlines T 2 LCC APAC 6.5% 162 20.5%
211 SCX Sun Country Airlines T 3 LCC North America 6.5% 49 17.0%
212 LCT TAR Aerolineas T 4 LCC LATAM 6.6% 4 9.7%
213 NTH Hokkaido Air System T 4 FSC APAC 6.6% 3 12.4%
214 LKE Lucky Air T 3 LCC APAC 6.7% 68 26.2%
215 TWB T'way Air T 4 FSC APAC 6.8% 52 34.3%
216 AZU Azul Brazilian Airlines T 1 FSC LATAM 6.9% 221 18.7%
217 TAP TAP Air Portugal T 2 LCC Europe 6.9% 41 42.3%
218 QJE QantasLink T 4 LCC APAC 6.9% 11 33.7%
219 CHB West Air T 4 LCC APAC 7.0% 88 25.0%
220 LAM Lam - Linhas Aereas de Mocambique T 4 LCC LATAM 7.1% 14 14.6%
221 FDB FlyDubai T 2 LCC ME&A 7.1% 101 30.2%
222 ENY Envoy Air T 3 FSC North America 7.1% 103 20.1%
223 MSR Egyptair T 2 LCC ME&A 7.2% 93 30.8%
224 POE Porter T 3 LCC North America 7.2% 56 20.0%
225 JYH 9 Air T 3 LCC APAC 7.2% 54 24.0%
226 CBJ Beijing Capital Airlines T 1 LCC APAC 7.2% 89 25.9%
227 TGW Scoot T 2 LCC APAC 7.3% 72 30.7%
228 CCA Air China T 1 FSC APAC 7.3% 609 19.3%
229 VIV VivaAerobus T 2 LCC LATAM 7.5% 143 26.7%
230 DTA TAAG Angola Airlines T 4 FSC ME&A 7.6% 6 18.8%
231 CSN China Southern Airlines T 1 FSC APAC 7.6% 797 19.9%
232 SWA Southwest T 1 LCC North America 7.7% 1615 24.4%
233 CUH Urumqi Air T 4 LCC APAC 7.8% 20 18.9%
234 HXA China Express Airlines T 2 LCC APAC 7.8% 90 23.3%
235 PVL PAL Airlines T 3 LCC APAC 7.8% 41 14.6%
236 JSA Jetstar Asia T 4 LCC APAC 7.8% 15 24.3%
237 UAL United T 1 FSC North America 8.1% 1344 20.6%
238 GCR Tianjin Airlines T 2 FSC APAC 8.2% 132 20.6%
239 VJC VietJet Air T 2 LCC APAC 8.2% 159 29.0%
240 CES China Eastern T 1 LCC APAC 8.2% 776 20.9%
241 TBA Tibet Airlines T 3 LCC APAC 8.2% 22 27.1%
242 AMU Air Macau T 4 LCC APAC 8.4% 22 33.6%
243 ABY Air Arabia T 4 LCC ME&A 8.4% 82 33.5%
244 ALK SriLankan Airlines T 3 FSC APAC 8.4% 18 31.1%
245 CLH Lufthansa Cityline T 2 FSC Europe 8.5% 101 24.7%
246 CHH Hainan Airlines T 1 FSC APAC 8.6% 289 20.8%
247 DLH Lufthansa T 1 FSC Europe 8.6% 432 24.3%
248 PAL Philippine Air Lines T 3 LCC APAC 8.7% 46 20.4%
249 AUR Aurigny Air Services Ltd. T 4 FSC Europe 8.8% 15 21.4%
250 AAY Allegiant Air T 2 LCC North America 9.0% 161 21.8%
251 TAR Tunis Air T 4 LCC ME&A 9.3% 22 34.0%
252 CNM Air China Inner Mongolia T 4 LCC APAC 9.3% 14 18.5%
253 PCO Pacific Coastal Airlines T 3 LCC North America 9.5% 26 24.9%
254 AER Aer Lingus T 3 FSC Europe 9.5% 25 24.0%
255 YZR Suparna T 4 FSC APAC 10.1% 24 20.0%
256 PGA Portugalia T 3 LCC Europe 10.3% 31 48.2%
257 ASH Mesa T 2 FSC North America 10.4% 133 20.6%
258 ARG Aerolineas Argentinas T 2 FSC LATAM 10.5% 152 26.6%
259 OTT OTT Airlines T 4 FSC APAC 10.7% 21 24.3%
260 AAL American Airlines T 1 FSC North America 10.9% 1660 26.5%
261 OKA Okay Airways T 3 LCC APAC 11.0% 55 24.9%
262 EPA Donghai Airlines T 4 LCC APAC 11.4% 50 29.6%
263 ACA Air Canada T 2 FSC North America 11.5% 297 29.3%
264 IRM Mahan Air T 4 FSC ME&A 12.0% 31 21.7%
265 VTE Contour Airlines T 3 FSC North America 12.1% 60 20.3%
266 NKS Spirit T 1 LCC North America 12.2% 476 30.0%
267 KQA Kenya Airways T 3 FSC ME&A 12.4% 77 25.9%
268 MXD Malindo Air T 3 LCC APAC 12.5% 23 37.4%
269 WEN WestJet Encore T 4 LCC North America 13.0% 77 32.9%
270 WJA WestJet T 2 LCC North America 13.1% 202 36.3%
271 ROU Air Canada Rouge T 3 LCC North America 13.4% 47 28.3%
272 AIE Air Inuit T 3 LCC North America 13.7% 72 28.4%
273 MXY Breeze Airways T 3 LCC North America 13.7% 70 31.0%
274 ACN Azul Conecta T 4 LCC LATAM 14.1% 44 21.1%
275 JBU JetBlue T 1 LCC North America 14.1% 596 29.9%
276 FFT Frontier T 2 LCC North America 15.0% 180 31.0%
277 SIL Silver Airways T 3 LCC North America 15.9% 55 30.5%
278 BTK Batik Air T 2 FSC APAC 16.3% 168 31.3%
279 CBG GX Airlines T 3 LCC Europe 16.5% 79 28.7%
280 CSZ Shenzhen Airlines T 1 LCC APAC 16.9% 400 34.9%
281 SEJ SpiceJet T 2 LCC APAC 17.4% 166 35.6%
282 BHS Bahamasair T 4 FSC North America 17.5% 19 45.4%
283 FLE Flair T 4 LCC North America 18.2% 65 41.4%
284 FBZ Flybondi T 4 LCC LATAM 22.3% 79 38.3%
285 PIA Pakistan International Airlines T 3 FSC APAC 22.8% 97 45.8%
286 IWY InterCaribbean Airways T 4 LCC North America 27.0% 33 46.2%
287 KZR Air Astana T 3 FSC ME&A 37.1% 288 48.8%
288 VSV SCAT Airlines T 3 LCC APAC 37.4% 100 44.6%

Average ImPax % Vs. Total Disruption %

This is a comparative view of the average ImPax Percentage of airlines by Region and Tier, and the average Total Percentage of disruptions, which includes minor delays.

Region

Asia Pacific

This month, APAC accounts for 35% of disruptions worldwide. From February to March, APAC’s average ImPax decreased by approx. 30% which saw approx. 3.5 million LESS passengers impacted by medium and major delays, and cancellations [ImPax].

116 Airlines | 73 LCC | 43 FSC

21.2%
Avg Total Disruption
38.8%
% Global Disruption
5.6%
Average ImPax
8.1m
ImPax Passenger Estimation

Sentiment Analysis

These are the top 5 passenger classifiers and their percentage occurrence per analysing hundreds of regional airline reviews.

Sample Reviews

“In [city], we miscalculated the boarding time which made us miss the flight (bridge was detached). We panicked and asked staff to help us but they told us they couldn't let us go anymore.Eventually one staff person contacted the [Airline] and they escorted us to their desk through the airport. We weren't sure what they were going to do but they actually rebooked our flights for the first possibility (the following day). They also accommodated us with a nearby hotel, breakfast, and transport to and from the airport. They did this all for free, saving our whole trip as our budgets were already very tight. I've travelled a lot and never seen an airline be this professional and accommodating after an error on our side. Because of this experience I would highly recommend flying with them, they offer great prices and great quality.”

[Tier 1, LCC]

“After staying in [city] and getting mixed up with the different time zones and daylight savings we missed our flight back to [destination]. Distressed, we went to the counter and [name] who was calm and kind greeted us. He helped get us on the next flight and even gave us a discount. We can’t thank him enough and would highly recommend the [airline] staff as a whole. Thank you [airline] for your excellent customer service.”

[Tier 2, LCC]

“I left my makeup and AirPods on the aircraft and as soon as I called informing [airline] of this I got them back within an hour. Very good customer service as well, this was a very good overall experience considering it was my fault they got lost..”

[Tier 1, LCC]

“There was an issue with the plane and I had to wait over 4 hours and watch 3 other flights take off. No approach to offer us access to earlier flights unless we had under twelve year olds. They did not fill up business or premium seats as we had not paid for them. Missed an important meeting. You’re not an airline, [airline name], you’re a disgrace.”

[Tier 1, FSC]

“Not flying with [Airline] due to delays on both legs of the trip. Immediately prior to boarding the aircraft, we were told the flight was cancelled and we had to wait for a text message to reschedule our flight. I received the text and had to wait 5 hours at the airport. The flight took 1.5 hours, so around 6.5 hours in total. Furthermore, once I arrived in [city] I probably spent an hour there waiting for luggage, so I could have driven to [city] by that time!”

[Tier 2, FSC]

“Absolutely DISGUSTING service from [Airline]! Cancelled one of my flights last minute and then when I was waiting on the phone for this to be sorted out they hung up on me and didn’t bother to call me back, so I had to call them again and this time I got the rudest most arrogant person on the other end saying that they will only refund me the flight fee and not any booking fees or service fees due to booking through [site]. They have caused my partner to lose a FULL DAYS’ worth of income as he took the day off to drop me to the airport! They refused to put me on another flight which was not good enough. WILL NEVER FLY WITH [Airline] AGAIN SO ANGRY!!”

[Tier 1, LCC]

APAC | All Carriers Filter by tiers:

Rank Code Name Tier Class Region ImPax % Pax Est. 1000s Total % Disruption
1CQNChongqingT 4FSCAPAC0.0%00.6%
2SFJStarFlyerT 3FSCAPAC0.9%410.7%
3SNJSolaseed AirT 3FSCAPAC1.0%210.9%
4SKYSkymarkT 3LCCAPAC1.1%813.5%
5BAVBamboo AirwaysT 4FSCAPAC1.2%319.9%
6CEBCebu PacificT 2LCCAPAC1.2%2217.0%
7KALKorean AirT 2FSCAPAC1.4%1315.6%
8JTAJapan Trans AirT 3LCCAPAC1.6%622.4%
9GIAGaruda IndonesiaT 4FSCAPAC1.6%1912.4%
10SIASingapore AirlinesT 2FSCAPAC1.7%3613.1%
11AWQIndonesia AirAsiaT 4LCCAPAC1.7%915.3%
12VIRVirgin AtlanticT 3FSCAPAC1.7%911.8%
13MDAMandarinT 3FSCAPAC1.7%816.1%
14ANAAll NipponT 1FSCAPAC1.9%5914.2%
15SDGStarAirT 4FSCAPAC1.9%23.6%
16JALJapan AirlinesT 1FSCAPAC2.1%8218.2%
17CRKHong Kong AirlinesT 4FSCAPAC2.2%917.2%
18AIQThai AirAsiaT 3LCCAPAC2.2%3533.1%
19FDAFuji DreamT 3LCCAPAC2.2%87.7%
20BKPBangkokT 3FSCAPAC2.2%1423.4%
21HKEHong Kong Express AirwaysT 4FSCAPAC2.3%1018.1%
22MASMalaysia AirlinesT 2FSCAPAC2.4%2617.9%
23IADAirAsia IndiaT 3LCCAPAC2.4%1719.7%
24JJPJetstar JapanT 3LCCAPAC2.5%1124.1%
25AKXANA WingsT 2FSCAPAC2.5%4212.6%
26THAThai AirwaysT 3LCCAPAC2.6%3624.9%
27ANZAir New ZealandT 1FSCAPAC2.6%10016.4%
28TVJThai Vietjet AirT 4LCCAPAC2.6%1423.9%
29JJAJeju AirT 3LCCAPAC2.7%2717.3%
30APJPeach AirlinesT 4LCCAPAC2.7%2021.0%
31IGOIndiGOT 1LCCAPAC2.8%22920.3%
32CGNAir ChanganT 3LCCAPAC2.8%149.5%
33AXMAirAsiaT 1LCCAPAC2.8%5616.6%
34MMAMAIT 4FSCAPAC2.8%521.0%
35MWGMASwingsT 4LCCAPAC3.0%2114.7%
36QLKQantasLinkT 2LCCAPAC3.0%5810.0%
37XAXAirAsia XT 3LCCAPAC3.1%615.8%
38AKJAkasa AirT 4LCCAPAC3.2%2120.3%
39AARAsianaT 2FSCAPAC3.2%1521.6%
40JNAJin AirT 3LCCAPAC3.3%2427.7%
41CJXJiangxiT 4LCCAPAC3.5%815.6%
42SJVSuper Air JetT 3LCCAPAC3.6%3219.8%
43LAOLaoT 4FSCAPAC3.6%523.0%
44BBCBangladesh BimanT 4FSCAPAC3.9%1733.8%
45SJXStarLuxT 4FSCAPAC3.9%1022.2%
46AICAir IndiaT 2FSCAPAC4.0%9025.2%
47GAPPAL ExpressT 4LCCAPAC4.0%3414.2%
48HVNVietnam AirlinesT 2LCCAPAC4.1%8619.4%
49JSTJetstarT 2LCCAPAC4.2%6620.1%
50CPACathay PacificT 2FSCAPAC4.3%6218.0%
51QFAQantasT 1FSCAPAC4.3%17821.7%
52HBHHebei AirlinesT 4LCCAPAC4.4%2018.3%
53KNAKunming AirlinesT 4LCCAPAC4.6%3823.0%
54VOZVirgin AustraliaT 2FSCAPAC4.6%6921.4%
55CGZColorful GuizhouT 3LCCAPAC4.6%1719.4%
56JACJapan Air CommuterT 3LCCAPAC4.7%2513.5%
57ORCOriental Air BridgeT 4LCCAPAC4.7%916.9%
58UTYAlliance Airlines2T 2LCCAPAC4.7%612.7%
59EVAEVA AirwaysT 3LCCAPAC4.9%7124.2%
60ESREastarJetT 4LCCAPAC4.9%1527.5%
61RXARegional Express AirlinesT 3FSCAPAC5.0%3421.1%
62CSHShanghai AirlinesT 1FSCAPAC5.1%6721.1%
63TLMThai Lion AirT 4LCCAPAC5.1%2427.1%
64CALChina AirlinesT 3FSCAPAC5.1%6523.1%
65FJIFiji AirwaysT 3LCCAPAC5.2%622.2%
66QDAQingdao AirlinesT 3LCCAPAC5.4%2516.0%
67CTVCitilinkT 2LCCAPAC5.5%6726.6%
68CUAChina United AirlinesT 2LCCAPAC5.5%2520.0%
69WONWings AbadiT 3LCCAPAC5.6%925.1%
70RLHRuiliT 3LCCAPAC5.7%1425.1%
71UEAChengdu AirlinesT 2LCCAPAC5.8%6218.0%
72FZAFuzhou AirlinesT 4LCCAPAC5.8%1622.5%
73LNILion AirT 2LCCAPAC5.8%8819.4%
74CCDDalian AirlinesT 3FSCAPAC5.9%2613.4%
75CQHSpring AirlinesT 2LCCAPAC5.9%12317.4%
76CSCSichuan AirlinesT 1LCCAPAC5.9%17521.4%
77VTIVistaraT 2FSCAPAC6.0%11330.3%
78OTCAir TravelT 4LCCAPAC6.1%1518.0%
79CDCZhejiang LoongT 2LCCAPAC6.2%7420.1%
80CXAXiamenAirT 1LCCAPAC6.2%18422.4%
81CDGShandong AirlinesT 1LCCAPAC6.4%15218.9%
82AXBAir India ExpressT 3LCCAPAC6.4%5228.7%
83DKHJuneyao AirlinesT 2LCCAPAC6.5%16220.5%
84NTHHokkaido Air SystemT 4FSCAPAC6.6%312.4%
85LKELucky AirT 3LCCAPAC6.7%6826.2%
86TWBT'way AirT 4FSCAPAC6.8%5234.3%
87QJEQantasLinkT 4LCCAPAC6.9%1133.7%
88CHBWest AirT 4LCCAPAC7.0%8825.0%
89JYH9 AirT 3LCCAPAC7.2%5424.0%
90CBJBeijing Capital AirlinesT 1LCCAPAC7.2%8925.9%
91TGWScootT 2LCCAPAC7.3%7230.7%
92CCAAir ChinaT 1FSCAPAC7.3%60919.3%
93CSNChina Southern AirlinesT 1FSCAPAC7.6%79719.9%
94CUHUrumqi AirT 4LCCAPAC7.8%2018.9%
95HXAChina Express AirlinesT 2LCCAPAC7.8%9023.3%
96PVLPAL AirlinesT 3LCCAPAC7.8%4114.6%
97JSAJetstar AsiaT 4LCCAPAC7.8%1524.3%
98GCRTianjin AirlinesT 2FSCAPAC8.2%13220.6%
99VJCVietJet AirT 2LCCAPAC8.2%15929.0%
100CESChina EasternT 1LCCAPAC8.2%77620.9%
101TBATibet AirlinesT 3LCCAPAC8.2%2227.1%
102AMUAir MacauT 4LCCAPAC8.4%2233.6%
103ALKSriLankan AirlinesT 3FSCAPAC8.4%1831.1%
104CHHHainan AirlinesT 1FSCAPAC8.6%28920.8%
105PALPhilippine Air LinesT 3LCCAPAC8.7%4620.4%
106CNMAir China Inner MongoliaT 4LCCAPAC9.3%1418.5%
107YZRSuparnaT 4FSCAPAC10.1%2420.0%
108OTTOTT AirlinesT 4FSCAPAC10.7%2124.3%
109OKAOkay AirwaysT 3LCCAPAC11.0%5524.9%
110EPADonghai AirlinesT 4LCCAPAC11.4%5029.6%
111MXDMalindo AirT 3LCCAPAC12.5%2337.4%
112BTKBatik AirT 2FSCAPAC16.3%16831.3%
113CSZShenzhen AirlinesT 1LCCAPAC16.9%40034.9%
114SEJSpiceJetT 2LCCAPAC17.4%16635.6%
115PIAPakistan International AirlinesT 3FSCAPAC22.8%9745.8%
116VSVSCAT AirlinesT 3LCCAPAC37.4%10044.6%
Region

Europe

While European disruption volumes rose, the average ImPax decreased by approx. 13%, decreasing the number of passengers impacted by medium [1-3hrs] and major [>3hrs] delays, and cancellations [ImPax].

77 Airlines | 39 LCC | 38 FSC

16.7%
Avg Total Disruption
20.1%
% Global Disruption
3.3%
Average ImPax
3.2m
ImPax Passenger Estimation

Sentiment Analysis

These are the top 5 passenger classifiers and their percentage occurrence per analysing hundreds of regional airline reviews.

Sample Reviews

“Flight was on time and duration was less than expected. Service was top notch as was the food and condition of the cabin. We had access to Lounge prior to boarding and that facility was exceptional and the food was of good quality and wide variety.”

[Tier 1, FSC]

“We had some travel issues trying to catch a flight from the [country] to [country]. Our flight that was booked with [airline] completely fell apart. We made it to another destination by booking with another airline, then tried to find a flight to our final destination. We went to the [airline] counter and they quickly found us a ticket to [destination]. They were extremely professional and kind. The flight and staff were great! We will book with [airline] again when returning to this beautiful country.”

[Tier 1, LCC]

“Everything went well: fast checking and boarding; great service on flight and av with a personal screen, with films, music etc. Would definitely book again.”

[Tier 1, LCC]

​​”Worst policy food voucher. I purchased an inflight food voucher. During the flight they informed me they were out of stock of hot and cold meals. I did not want snacks. When I contacted customer service they told me it doesn't matter if I use the voucher or not, even though it’s their fault, they’ll not refund me. Stealing money from customers. I’ll never buy again and will avoid [airline].”

[Tier 1, LCC]

“Rude and rude staff. I had a hand suitcase that was over 2cm (!) and they directed me to the office to purchase hand luggage but with arrogance and malice as if I had murdered someone. and oh well, I paid 68 euros. Due to this inconvenience I arrived at the gate 5 minutes late: flight departing at 9.20 in the morning, gate closing at 8.50, I show up at the gate at 8.55; the rest of my family has already boarded (wife and 2 daughters), but the 3rd eldest son still in the corridor waiting for me (therefore not yet on board) and the clerk "I'm sorry we've already closed the gate, he can't get on"...."but how, I the ticket, everyone is still standing inside the plane and it leaves in 25 minutes, I have my son here 10 metres from me...""I told her he can't get on, the gate has been closed!!!". ..In short, nothing to be done, they threatened to put my son on the ground too if (only him) he didn't get back on the plane immediately. And I don't!!! With an arrogance never seen before!!! This is too much in one day! I understand the rules but arrogance I don't. NEVER AGAIN WITH [airline]!!!.”

[Tier 1, LCC]

“Awful service! please avoid this airline, do not fly with [airline]. We phoned them to request bassinet baby friendly seats on the flights and they advised us to choose ANY seat near a window. However this was the wrong information and we later realised there are specific bassinet seats to select. We therefore lost our money because we had to cancel the seat selection after being given the wrong information. We then had to select the actual assigned bassinet seats. Kept contacting them to complain and asking them to listen to the recorded phone call where wrong information was given but they were not helpful at all!.”

[Tier 1, FSC]

Europe | All Carriers Filter by tiers:

Rank Code Name Tier Class Region ImPax % Pax Est. 1000s Total % Disruption
1ARTSmart LynxT 3LCCEurope0.0%00.7%
2FPYPLAY AirlinesT 4LCCEurope0.3%15.4%
3JAFTui Fly BelgiumT 4LCCEurope0.7%25.3%
4CCMAir CorsicaT 3FSCEurope0.7%29.3%
5SEHSky ExpressT 4LCCEurope1.0%89.2%
6BTIairBalticT 4FSCEurope1.1%813.7%
7AEEAegean AirlinesT 2FSCEurope1.1%1217.6%
8NOZNorwegian Air ShuttleT 2FSCEurope1.2%149.5%
9TOMTUI AirwaysT 2LCCEurope1.2%75.5%
10ICEIcelandairT 3FSCEurope1.3%59.8%
11OVAAir Europa ExpressT 3LCCEurope1.5%414.2%
12LOTLOT Polish AirlinesT 2FSCEurope1.5%1213.5%
13NSZNorwegian Air SwedenT 3LCCEurope1.5%713.2%
14ITYITA AirwaysT 2FSCEurope1.6%2618.9%
15TVSSmartwingsT 4LCCEurope1.7%510.4%
16IBSIberia ExpressT 4LCCEurope1.7%1115.9%
17IBEIberiaT 2FSCEurope1.7%3414.5%
18SBIS7 AirlinesT 2FSCEurope1.8%119.1%
19BELBrussels AirlinesT 2FSCEurope1.8%1617.2%
20FINFinnairT 2FSCEurope1.8%3314.2%
21VOEVoloteaT 2LCCEurope1.8%715.1%
22TVFTransavia FranceT 2LCCEurope1.8%2112.4%
23SXSSun ExpressT 3LCCEurope1.8%1512.1%
24BRXBraathens Regional AirwaysT 3FSCEurope1.9%813.6%
25SDMRossiya AirlinesT 3LCCEurope1.9%158.4%
26HOPHOP!T 2LCCEurope2.0%2613.2%
27PGTPegasus AirlinesT 1LCCEurope2.0%5112.5%
28BCIBlue IslandsT 4FSCEurope2.1%17.1%
29RYSBuzzT 2LCCEurope2.1%2612.8%
30VLGVueling AirlinesT 2LCCEurope2.1%5613.2%
31AFLAeroflotT 2FSCEurope2.2%407.2%
32SWRSwissT 2FSCEurope2.2%3424.0%
33EXSJet2.comT 2LCCEurope2.2%2415.5%
34JATAir SerbiaT 4FSCEurope2.2%817.3%
35SASSAST 2FSCEurope2.2%469.5%
36NWSNordwindT 4FSCEurope2.5%69.3%
37THYTurkish AirlinesT 1FSCEurope2.6%16911.8%
38TUITUI AirwaysT 2LCCEurope2.7%1020.0%
39AEAAir EuropaT 3FSCEurope2.7%1915.6%
40EZSEasyJet SwitzerlandT 3LCCEurope2.8%1721.3%
41WMTWizz Air MaltaT 2LCCEurope2.9%6212.2%
42WZZWizz AirT 2LCCEurope2.9%7911.8%
43EWGEurowingsT 2LCCEurope3.0%4315.4%
44CTNCroatia AirlinesT 3FSCEurope3.0%720.0%
45OCNDiscoverT 4FSCEurope3.0%429.2%
46CFGCondorT 2FSCEurope3.0%1921.9%
47RYRRyanairT 1LCCEurope3.0%31522.0%
48WUKWizz Air UKT 4LCCEurope3.2%1315.0%
49OAWHelveticT 4LCCEurope3.2%822.1%
50OALOlympic AirT 4LCCEurope3.2%916.9%
51LGLLuxairT 4LCCEurope3.3%523.7%
52KLCKLM CityhopperT 2LCCEurope3.3%4917.7%
53ASLAir SerbiaT 3FSCEurope3.5%1521.9%
54KLMKLMT 1FSCEurope3.7%11223.7%
55EJUeasyJet EuropeT 2LCCEurope3.7%8018.6%
56CFEBA CityFlyerT 3FSCEurope3.7%1112.1%
57RUKRyanair UKT 3LCCEurope3.7%1219.5%
58LOGLoganairT 3FSCEurope3.8%2013.8%
59TRATransaviaT 2LCCEurope3.9%3321.9%
60EZYeasyJetT 1LCCEurope4.0%19921.2%
61BCYCityjetT 3LCCEurope4.0%1113.5%
62AFRAir FranceT 1FSCEurope4.1%14018.4%
63EINAer LingusT 2FSCEurope4.1%4119.3%
64STWSouthwindsT 4LCCEurope4.8%412.7%
65AUAAustrian AirlinesT 2FSCEurope5.0%8011.0%
66ROTTAROMT 3FSCEurope5.4%1815.6%
67DLAAir DolomitiT 3LCCEurope5.6%2830.1%
68BAWBritish AirwaysT 1FSCEurope5.9%26025.8%
69EFWBA Euroflyer dbaT 4FSCEurope6.0%1725.6%
70SATSATA Air AcoresT 4FSCEurope6.4%1217.2%
71TAPTAP Air PortugalT 2LCCEurope6.9%4142.3%
72CLHLufthansa CitylineT 2FSCEurope8.5%10124.7%
73DLHLufthansaT 1FSCEurope8.6%43224.3%
74AURAurigny Air Services Ltd.T 4FSCEurope8.8%1521.4%
75AERAer LingusT 3FSCEurope9.5%2524.0%
76PGAPortugaliaT 3LCCEurope10.3%3148.2%
77CBGGX AirlinesT 3LCCEurope16.5%7928.7%
Region

North America

While North America represents <7% of airlines in this report, it accounts for more than a quarter of all disruptions worldwide – 32.5% increase from last month.

36 Airlines | 18 LCC | 18 FSC

23.7%
Avg Total Disruption
29.7%
% Global Disruption
9.4%
ImPax
8.7m
ImPax Passenger Estimation

Sentiment Analysis

These are the top 5 passenger classifiers and their percentage occurrence per analysing hundreds of regional airline reviews.

Sample Reviews

“[airline] staff were amazing! They made sure we were taken care of the whole flight (all 4 legs). Service was efficient, the flights were all on time. And we always appreciate the humour.”

[Tier 1, LCC]

“I have never flown [airline] before, but it was a pleasurable experience other than the planes being so old that I could hear what sounded like the gears grinding below. We were sitting (3rd row) but maybe old is best with Boeing planes. We will most likely use them again as their airports were so much easier to manoeuvre in and people more friendly!!.”

[Tier 1, FSC]

“We had such a positive experience with [Airline]. All of the staff and crew were very helpful, professional and courteous. Lots of legroom, great free WiFi. We requested a flight change so we could get home sooner and were accommodated for a nominal fee. We will be flying with [airline] again.”

[Tier 1, FSC]

“Flight got cancelled due to 'a technical error' and we were only told at boarding time after 4-5 hours of confusion and speculation at the gate. What followed was even more stressful as we tried to find our way from the airport to the hotel they boarded us in. All in all, we arrived back in [city] over two days late. After many emails and calls back and forth, we were offered 200 USD each in the form of credit, no cash refund. This was unsatisfactory as we lost out on 2 full working days' income due to the delay, not to mention the overall stress. I'm still going to try and get my cash back as I really don't want to fly with [airline] again using their credit.”

[Tier 1, FSC]

“I was going to florida to go to [destination] with my family, the flight was at 9 am delayed then to 11am. delayed again 12pm. Finally, the flight was cancelled. We had to drive there. suitcases didn't go on the conveyor belt after an hour. I have flown with [airline] a lot and they're usually good but this time it was bad. [Airline] is only good for how much you pay.”

[Tier 1, LCC]

“Flight is delayed for an unbelievable reason. Missing my granddaughter’s performance tonight because of it. I was warned multiple times NOT to fly [Airline]. I sure wish I had listened to everyone.”

[Tier 2, LCC]

North America | All Carriers Filter by tiers:

Rank Code Name Tier Class Region ImPax % Pax Est. 1000s Total % Disruption
1HALHawaiian AirlinesT 1FSCNorth America1.8%2412.3%
2BWACaribbean AirlinesT 4FSCNorth America2.1%511.4%
3PDTPiedmont AirlinesT 4FSCNorth America2.6%109.6%
4AMXAeroMexicoT 2FSCNorth America2.8%4513.6%
5TSCAir TransatT 3FSCNorth America2.8%1818.6%
6DVRDivi Divi AirT 4FSCNorth America3.3%119.7%
7SLIAeroMéxico ConnectT 3FSCNorth America3.8%3011.9%
8QXEHorizonT 4LCCNorth America4.7%2114.9%
9EDVEndeavor AirT 2FSCNorth America5.0%5712.8%
10DALDeltaT 1FSCNorth America5.2%81215.8%
11JIAPSA AirlinesT 2FSCNorth America5.5%5816.5%
12JZAJazzT 2LCCNorth America5.8%2918.7%
13ASAAlaska AirlinesT 1FSCNorth America6.2%20521.3%
14SCXSun Country AirlinesT 3LCCNorth America6.5%4917.0%
15ENYEnvoy AirT 3FSCNorth America7.1%10320.1%
16POEPorterT 3LCCNorth America7.2%5620.0%
17SWASouthwestT 1LCCNorth America7.7%161524.4%
18UALUnitedT 1FSCNorth America8.1%134420.6%
19AAYAllegiant AirT 2LCCNorth America9.0%16121.8%
20PCOPacific Coastal AirlinesT 3LCCNorth America9.5%2624.9%
21ASHMesaT 2FSCNorth America10.4%13320.6%
22AALAmerican AirlinesT 1FSCNorth America10.9%166026.5%
23ACAAir CanadaT 2FSCNorth America11.5%29729.3%
24VTEContour AirlinesT 3FSCNorth America12.1%6020.3%
25NKSSpiritT 1LCCNorth America12.2%47630.0%
26WENWestJet EncoreT 4LCCNorth America13.0%7732.9%
27WJAWestJetT 2LCCNorth America13.1%20236.3%
28ROUAir Canada RougeT 3LCCNorth America13.4%4728.3%
29AIEAir InuitT 3LCCNorth America13.7%7228.4%
30MXYBreeze AirwaysT 3LCCNorth America13.7%7031.0%
31JBUJetBlueT 1LCCNorth America14.1%59629.9%
32FFTFrontierT 2LCCNorth America15.0%18031.0%
33SILSilver AirwaysT 3LCCNorth America15.9%5530.5%
34BHSBahamasairT 4FSCNorth America17.5%1945.4%
35FLEFlairT 4LCCNorth America18.2%6541.4%
36IWYInterCaribbean AirwaysT 4LCCNorth America27.0%3346.2%
Region

Middle East and Africa

While the overall average ImPax Percentage decreased, the volume of disrupted passengers rose due to a proportional increase of disruptions among Tier 1 carriers with larger capacity.

38 Airlines | 13 LCC | 25 FSC

17.6%
Avg Total Disruption
6.4%
% Global Disruption
4.8%
Average ImPax
1.4m
ImPax Passenger Estimation

Sentiment Analysis

These are the top 5 passenger classifiers and their percentage occurrence per analysing hundreds of regional airline reviews.

Sample Reviews

“There were many negative reviews about [Airline], but our experience was totally different. Our flight was on time. Staff at the check-in counter and the flight crew were all very polite and professional. Our flight was very smooth, an easy landing. Our tour group of 15 were all very happy with your flight.”

[Tier 1, FSC]

“[Airline] is a very good airline. Their Flight attendants were amazing! They also were amazing at boarding, there was no problem at all. Overall the best airline on the continent.”

[Tier 1, FSC]

“[Airline] is bar none the best airline I’ve ever flown. You could tell they take pride in their service. I wish I could use it all the time but with my extensive travel, they cannot accommodate my destinations. From the captain to the crew members working the flight are so attentive and knowledgeable. They’re here to please you at any time and you don’t have to wait if you have a request. I flew a 787 and it was clean and in a pristine condition. Plenty of legroom. We had no cancellations or delays and the most important thing, my luggage arrived in perfect condition. [Airline], thank you for your service. I give 10 out 10 for your service.”

[Tier 2, LCC]

“The worst airline ever. Been travelling around the world since 1971 and this airline is the pits. I have had 4 flights and everyone was terrible. You don't get a drink for up to three hours. The staff were rude and I was told to move out the way by a manager so he could plug in a laptop and play games. Staff were everywhere but doing nothing. CHAOS. While landing on one of the flights people were in the overhead lockers and nothing was done. International Law does not count with [Airline}. Don't expect good service with this lot. Absolutely disgusting.”

[Tier 1, FSC]

“There was a delayed flight from [origin]. The food was spicy and kids couldn’t eat. The worst part was that for my family they gave us 4 separate seats! And when arriving in [destination], one of our luggage was missing. We were told that it is left in [origin] and will be sent to you tomorrow, but the suitcase hasn’t been delivered yet!”

[Tier 1, FSC]

“One of the worst service Airlines I ever flew. On the first flight if I did not ask for food they would never have served me, cause they presumed everyone would be asleep. The food was some roll which tasted pathetic. The flight to [destination] was far better. On the return from [destination] the flight was delayed and eventually cancelled due to reasons best known to them. From the afternoon we were just sitting with no info no snacks till 11pm. Then eventually after having an argument they put us up in a hotel that was 1 hr away from the airport saying we will be accommodated on a morning flight. They made us leave the hotel at 4 AM and eventually took off at 3 pm and we missed our connecting flight to [home] which was due to leave at 6pm. Finally we were put on a late flight at midnight. Harrowing experience and my colleagues sat at the airport for nearly 24 hrs more to get a flight to [destination]. Most inefficient staff, uncooperative and of no Help.”

[Tier 1, FSC]

Middle East and Africa | All Carriers Filter by tiers:

Rank Code Name Tier Class Region ImPax % Pax Est. 1000s Total % Disruption
1FHYFreebirdT 4LCCME&A0.2%04.6%
2GBBGlobal AviationT 4FSCME&A0.4%14.0%
3FADFlyadealT 4LCCME&A0.4%310.4%
4LNKSouth African AirlinkT 2LCCME&A0.7%155.4%
5OMAOman AirT 3FSCME&A1.1%77.9%
6SKKASKY AirlinesT 4FSCME&A1.2%17.5%
7ETHEthiopian AirlinesT 2FSCME&A1.2%259.2%
8JZRJazeera AirwaysT 3LCCME&A1.4%612.1%
9OMSSalamAirT 4FSCME&A1.5%512.9%
10RJARoyal JordanianT 3FSCME&A1.9%611.9%
11AHYAzerbaijan AirlinesT 4FSCME&A1.9%611.5%
12KACKuwait Airways CorporationT 3LCCME&A2.1%510.9%
13RWDRwandAirT 4FSCME&A2.2%410.0%
14QTRQatar AirwaysT 1FSCME&A2.5%7412.9%
15SAASouth African AirwaysT 4FSCME&A2.6%213.1%
16SVASaudiaT 2FSCME&A2.7%4514.7%
17GFAGulf AirT 4FSCME&A2.8%1312.8%
18RAMRoyal Air MarocT 3FSCME&A2.9%2519.7%
19ETDEtihad AirwaysT 2FSCME&A2.9%4417.4%
20IAWIraqi AirwaysT 4FSCME&A3.1%916.5%
21UZBUzbekistan AirwaysT 3FSCME&A3.4%1715.9%
22KNEFlynasT 2LCCME&A3.8%4122.4%
23IRAIranAIRT 4FSCME&A3.9%515.5%
24ELYEl AlT 3FSCME&A4.0%1923.9%
25VREAir Cote D'IvoireT 4FSCME&A4.4%318.6%
26UBGUS-Bangla AirlinesT 4LCCME&A4.4%1031.1%
27UAEEmiratesT 1FSCME&A4.5%19220.5%
28DAHAir AlgerieT 3FSCME&A5.1%4718.9%
29KEMCemAirT 4LCCME&A5.1%415.8%
30MSCAir CairoT 3LCCME&A6.0%2217.1%
31FDBFlyDubaiT 2LCCME&A7.1%10130.2%
32MSREgyptairT 2LCCME&A7.2%9330.8%
33DTATAAG Angola AirlinesT 4FSCME&A7.6%618.8%
34ABYAir ArabiaT 4LCCME&A8.4%8233.5%
35TARTunis AirT 4LCCME&A9.3%2234.0%
36IRMMahan AirT 4FSCME&A12.0%3121.7%
37KQAKenya AirwaysT 3FSCME&A12.4%7725.9%
38KZRAir AstanaT 3FSCME&A37.1%28848.8%
Region

Latin America

Disruption volumes and percentages for LATAM were stable month-on-month with 6% of all disruptions resulting in a cancellation.

21 Airlines | 13 LCC | 8 FSC

15.3%
Avg Total Disruption
5.1%
% Global Disruption
4.9%
Average ImPax
1m
ImPax Passenger Estimation

Sentiment Analysis

These are the top 5 passenger classifiers and their percentage occurrence per analysing hundreds of regional airline reviews.

Sample Reviews

“I was hesitant to book [airline], since it would be the first time. I was pleasantly surprised. The planes are kept in good condition in the cabin. They provide a hot meal since the travel time is 3.5 hours and the food was acceptable for being airline food. There was a good selection of free entertainment also (music, movies, etc.) with free headphones.”

[Tier 1, FSC]

“Flight went well, with just a small delay, but justified by the weather. Satisfactory on-board service and well-functioning entertainment equipment. The flight commander was very attentive to the passengers and provided a smooth flight, with a smooth takeoff and landing. Congratulations to the [airline].”

[Tier 1, LCC]

“We flew with [airline] for 6 short haul flights within [country]. Each flight departed on time & I actually enjoyed that not all the interiors of their Airbus 319s had been remodelled because the old seats are super comfy. Refreshments were complementary on all the flights as well unlike the *other guys (glaring at you [Airline]). We even had a 45 minute connection in [city] and we made it, and surprisingly so did our bags. Good job [airport] ground crew!”

[Tier 1, LCC]

“[Airline] changed my booking by 27 minutes / by regulation they can do it and forced you to pay a change because it is not a 30 min change!!! . For 3 min. My mum, an 85 year old that needed help to change flights, was obligated to pay a change fee because [airline] decided to change the time and it was not enough time to make a connection 40 min!!!! For a person that needs help. They don't respect the passengers !! And play by the rules !!! So they forced you to pay for a new flight that gives the passenger less than 1 hour to make a connection.”

[Tier 1, LCC]

“First, the flight will be delayed which will make me lose my connecting flight. Upon calling the contact centre for your airline, the agent tells me they cannot do anything from their side and that I should go down past security again and talk to the airlines. Before I did this I waited 1 hour at the gate lounge for a [airline] employee, none showed up. I then took the advice of the customer service attendant of [airline] and went downstairs and tried to find someone from the airline check in. Please note that this is the first and last time I am flying [airline].”

[Tier 2, LCC]

“I missed my flight in [city], which was my fault and [airline] did nothing to assist me in getting on another flight. I was told to “call customer service to see if they could help.” WiFi in the SCL airport does not support WiFi Calling. I spent eighteen hours in the airport and finally flew home on [another airline].”

[Tier 1, FSC]

Latin America | All Carriers Filter by tiers:

Rank Code Name Tier Class Region ImPax % Pax Est. 1000s Total % Disruption
1BOVBoa BolivianaT 3FSCLATAM0.5%16.1%
2TGUTAG AirlinesT 4LCCLATAM0.6%17.9%
3RPBCopa Airlines ColumbiaT 4FSCLatam1.1%312.6%
4LANLatamT 1FSCLATAM1.1%145.5%
5JESJetSMARTT 4LCCLATAM1.5%34.4%
6CMPCopa AirlinesT 2FSCLATAM1.8%359.0%
7PTBVoepass Linhas AéreasT 4FSCLATAM1.8%38.9%
8GLOGol Transportes AereosT 1LCCLATAM2.0%5413.9%
9TAMLatam BrasilT 1FSCLATAM2.1%6917.8%
10AVAAviancaT 1LCCLATAM2.3%699.4%
11SKUSky AirlinesT 3LCCLatam2.8%1516.8%
12LPELatam PerúT 3LCCLatam3.3%4211.9%
13VOIVolarisT 1LCCLATAM3.8%2021.2%
14SKXSky AirlineT 4LCCLATAM4.3%1319.9%
15LCTTAR AerolineasT 4LCCLATAM6.6%49.7%
16AZUAzul Brazilian AirlinesT 1FSCLATAM6.9%22118.7%
17LAMLam - Linhas Aereas de MocambiqueT 4LCCLATAM7.1%1414.6%
18VIVVivaAerobusT 2LCCLATAM7.5%14326.7%
19ARGAerolineas ArgentinasT 2FSCLATAM10.5%15226.6%
20ACNAzul ConectaT 4LCCLATAM14.1%4421.1%
21FBZFlybondiT 4LCCLATAM22.3%7938.3%
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