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Airline ImPax Report

Analysing Airline IROPS and the Impact on the Passenger Experience

May 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

May 2024


Quick Insights

Europe | 3% of disrupted passengers qualify for compensation under EU261 [approx. 150K passengers]. LATAM | 7.3% of all disruptions resulted in cancellations.
APAC | 24% of all disruptions in APAC were medium delays [1–3 hrs]. 15% LCCs Vs. 9% FSC. North America | 7.7% [approx. 850K passengers] of all disruptions were delays of >3 hours.

Average ImPax Percentage

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

Top 10 Airlines | May 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
1IGOIndiGOLCCAPAC5.0%2.4%8
2RYRRyanairLCCEurope5.7%3.7%4
3EZYeasyJetLCCEurope6.0%2.1%9
4DALDeltaFSCNorth America7.6%2.8%3
5CCAAir ChinaFSCAPAC9.1%1.4%10
6SWASouthwestLCCNorth America9.7%4.9%1
7CESChina EasternLCCAPAC11.6%2.7%6
8UALUnitedFSCNorth America12.5%3.1%5
9CSNChina Southern AirlinesFSCAPAC13.9%2.6%7
10AALAmerican AirlinesFSCNorth America16.6%5.1%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 287 airlines totalling 673,428 disrupted flights, across 2,950,175 planned flights, globally.

As North America and Europe prepare for summer both flight volumes and disruptions continue to climb. Check out the full report!

287 Airlines | 154 LCC | 133 FSC

This shows the volume of disrupted flights and the percentage accounted for by Low Cost Carriers and Full Service Carriers.
673,428 52.6% LCC | 47.4% 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.
21% 22.7% LCC | 19.1% FSC
Total Disruption Avg
This is the global average ImPax Percentage, and the average if only LCCs or FSCs were analysed.
5.8% 6.5% LCC | 5% 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.
28.9m
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 0.1%
2 CCM Air Corsica T 3 FSC Europe 0.3% 1 13.5%
3 SNJ Solaseed Air T 3 FSC APAC 0.3% 1 6.6%
4 LAN Latam T 1 FSC LATAM 0.5% 6 3.0%
5 VTA Air Tahiti T 4 FSC APAC 0.6% 2 0.6%
6 TOM TUI Airways T 2 LCC Europe 0.6% 7 4.3%
7 SFJ StarFlyer T 3 FSC APAC 0.6% 3 6.3%
8 RPB Copa Airlines Columbia T 4 FSC Latam 0.6% 2 13.3%
9 SKY Skymark T 3 LCC APAC 0.6% 5 10.6%
10 JAL Japan Airlines T 1 FSC APAC 0.8% 29 11.7%
11 LNK South African Airlink T 2 LCC ME&A 0.8% 14 5.6%
12 JTA Japan Trans Air T 3 LCC APAC 0.8% 3 14.8%
13 FDA Fuji Dream T 3 LCC APAC 0.8% 3 4.7%
14 GBB Global Aviation T 4 FSC ME&A 0.8% 2 3.6%
15 BOV Boa Boliviana T 3 FSC LATAM 0.8% 2 9.0%
16 APJ Peach Airlines T 4 LCC APAC 0.9% 7 12.0%
17 ANA All Nippon T 1 FSC APAC 0.9% 30 12.5%
18 SJX StarLux T 4 FSC APAC 1.0% 3 25.3%
19 TGU TAG Airlines T 4 LCC LATAM 1.0% 1 6.7%
20 AKX ANA Wings T 2 FSC APAC 1.1% 19 9.8%
21 SAS SAS T 2 FSC Europe 1.2% 28 8.1%
22 FPY PLAY Airlines T 4 LCC Europe 1.2% 3 9.0%
23 KAC Kuwait Airways Corporation T 3 LCC ME&A 1.3% 3 7.8%
24 AIQ Thai AirAsia T 3 LCC APAC 1.4% 21 23.8%
25 ORC Oriental Air Bridge T 4 LCC APAC 1.4% 2 6.8%
26 OMA Oman Air T 3 FSC ME&A 1.4% 7 6.3%
27 IBE Iberia T 2 FSC Europe 1.4% 32 12.1%
28 NOZ Norwegian Air Shuttle T 2 FSC Europe 1.4% 22 10.5%
29 MDA Mandarin T 3 FSC APAC 1.5% 7 20.3%
30 FAD Flyadeal T 4 LCC ME&A 1.5% 11 9.0%
31 GFA Gulf Air T 4 FSC ME&A 1.5% 8 11.4%
32 IAW Iraqi Airways T 4 FSC ME&A 1.5% 4 14.9%
33 JJA Jeju Air T 3 LCC APAC 1.5% 15 16.1%
34 BRX Braathens Regional Airways T 3 FSC Europe 1.5% 9 12.3%
35 SDM Rossiya Airlines T 3 LCC Europe 1.6% 17 6.8%
36 KZR Air Astana T 3 FSC ME&A 1.7% 12 14.7%
37 IBS Iberia Express T 4 LCC Europe 1.7% 11 9.4%
38 FIN Finnair T 2 FSC Europe 1.7% 35 16.7%
39 KAL Korean Air T 2 FSC APAC 1.7% 15 16.3%
40 TAM Latam Brasil T 1 FSC LATAM 1.7% 57 12.7%
41 TVJ Thai Vietjet Air T 4 LCC APAC 1.7% 10 22.2%
42 HVN Vietnam Airlines T 2 LCC APAC 1.7% 35 11.8%
43 AHY Azerbaijan Airlines T 4 FSC ME&A 1.7% 6 7.8%
44 JZR Jazeera Airways T 3 LCC ME&A 1.7% 6 17.8%
45 AFL Aeroflot T 2 FSC Europe 1.8% 37 7.0%
46 SBI S7 Airlines T 2 FSC Europe 1.8% 14 13.4%
47 LAO Lao T 4 FSC APAC 1.8% 2 13.6%
48 KNE Flynas T 2 LCC ME&A 1.8% 19 16.7%
49 SAA South African Airways T 4 FSC ME&A 1.8% 1 8.7%
50 DVR Divi Divi Air T 4 FSC North America 1.8% 0 15.9%
51 GLO Gol Transportes Aereos T 1 LCC LATAM 1.9% 50 12.6%
52 ICE Icelandair T 3 FSC Europe 1.9% 10 12.9%
53 THY Turkish Airlines T 1 FSC Europe 1.9% 127 11.9%
54 UZB Uzbekistan Airways T 3 FSC ME&A 2.0% 11 16.9%
55 RWD RwandAir T 4 FSC ME&A 2.0% 4 10.1%
56 CMP Copa Airlines T 2 FSC LATAM 2.0% 40 9.2%
57 JAF Tui Fly Belgium T 4 LCC Europe 2.0% 8 7.2%
58 AWQ Indonesia AirAsia T 4 LCC APAC 2.0% 10 17.9%
59 OVA Air Europa Express T 3 LCC Europe 2.1% 6 11.3%
60 RJA Royal Jordanian T 3 FSC ME&A 2.1% 8 10.8%
61 BWA Caribbean Airlines T 4 FSC North America 2.2% 5 11.3%
62 MMA MAI T 4 FSC APAC 2.3% 4 16.9%
63 SVA Saudia T 2 FSC ME&A 2.3% 39 12.5%
64 NSZ Norwegian Air Sweden T 3 LCC Europe 2.3% 14 15.3%
65 LOT LOT Polish Airlines T 2 FSC Europe 2.3% 20 18.5%
66 ETH Ethiopian Airlines T 2 FSC ME&A 2.3% 50 16.2%
67 OMS SalamAir T 4 FSC ME&A 2.3% 7 13.1%
68 NWS Nordwind T 4 FSC Europe 2.3% 7 10.5%
69 AUA Austrian Airlines T 2 FSC Europe 2.4% 49 15.0%
70 BEL Brussels Airlines T 2 FSC Europe 2.4% 23 19.6%
71 JJP Jetstar Japan T 3 LCC APAC 2.4% 12 19.1%
72 AXM AirAsia T 1 LCC APAC 2.5% 54 18.5%
73 QTR Qatar Airways T 1 FSC ME&A 2.5% 71 16.0%
74 BKP Bangkok T 3 FSC APAC 2.5% 13 21.3%
75 GIA Garuda Indonesia T 4 FSC APAC 2.5% 36 20.0%
76 SKU Sky Airlines T 3 LCC Latam 2.5% 11 18.8%
77 SKK ASKY Airlines T 4 FSC ME&A 2.6% 3 8.1%
78 AVA Avianca T 1 LCC LATAM 2.6% 77 13.1%
79 SEH Sky Express T 4 LCC Europe 2.6% 27 20.8%
80 UTY Alliance Airlines2 T 2 LCC APAC 2.7% 3 10.3%
81 ABY Air Arabia T 4 LCC ME&A 2.7% 25 27.9%
82 KLM KLM T 1 FSC Europe 2.8% 102 20.0%
83 ANZ Air New Zealand T 1 FSC APAC 2.8% 106 12.5%
84 XAX AirAsia X T 3 LCC APAC 2.8% 6 19.6%
85 MSC Air Cairo T 3 LCC ME&A 2.9% 10 18.3%
86 TWB T'way Air T 4 FSC APAC 3.0% 22 29.6%
87 VOI Volaris T 1 LCC LATAM 3.0% 17 14.3%
88 EWG Eurowings T 2 LCC Europe 3.0% 64 18.1%
89 EZS EasyJet Switzerland T 3 LCC Europe 3.0% 18 21.4%
90 POE Porter T 3 LCC North America 3.0% 26 13.6%
91 ITY ITA Airways T 2 FSC Europe 3.1% 54 26.0%
92 SWR Swiss T 2 FSC Europe 3.1% 56 25.9%
93 IRA IranAIR T 4 FSC ME&A 3.1% 6 8.5%
94 QLK QantasLink T 2 LCC APAC 3.1% 37 12.7%
95 NTH Hokkaido Air System T 4 FSC APAC 3.1% 1 9.7%
96 QXE Horizon T 4 LCC North America 3.3% 15 15.4%
97 SIA Singapore Airlines T 2 FSC APAC 3.3% 73 21.9%
98 RAM Royal Air Maroc T 3 FSC ME&A 3.3% 34 22.9%
99 VOZ Virgin Australia T 2 FSC APAC 3.4% 51 18.5%
100 WMT Wizz Air Malta T 2 LCC Europe 3.5% 84 15.4%
101 PTB Voepass Linhas Aéreas T 4 FSC LATAM 3.5% 5 17.5%
102 PGT Pegasus Airlines T 1 LCC Europe 3.5% 104 23.6%
103 AAR Asiana T 2 FSC APAC 3.6% 16 20.6%
104 RYS Buzz T 2 LCC Europe 3.6% 70 22.9%
105 ETD Etihad Airways T 2 FSC ME&A 3.6% 55 19.0%
106 VTI Vistara T 2 FSC APAC 3.6% 65 27.9%
107 KEM CemAir T 4 LCC ME&A 3.6% 2 14.9%
108 AEE Aegean Airlines T 2 FSC Europe 3.6% 52 37.9%
109 TVF Transavia France T 2 LCC Europe 3.6% 67 18.3%
110 AMX AeroMexico T 2 FSC North America 3.7% 63 13.1%
111 VLG Vueling Airlines T 2 LCC Europe 3.7% 115 17.3%
112 JST Jetstar T 2 LCC APAC 3.7% 54 20.5%
113 KLC KLM Cityhopper T 2 LCC Europe 3.7% 57 20.7%
114 JAC Japan Air Commuter T 3 LCC APAC 3.7% 21 13.6%
115 TSC Air Transat T 3 FSC North America 3.8% 17 24.7%
116 MWG MASwings T 4 LCC APAC 3.8% 24 14.2%
117 EVA EVA Airways T 3 LCC APAC 3.8% 62 23.2%
118 JAT Air Serbia T 4 FSC Europe 3.8% 13 22.3%
119 EJU easyJet Europe T 2 LCC Europe 3.9% 96 21.5%
120 BCY Cityjet T 3 LCC Europe 3.9% 17 21.3%
121 TVS Smartwings T 4 LCC Europe 4.0% 27 17.6%
122 AEA Air Europa T 3 FSC Europe 4.0% 30 16.2%
123 SLI AeroMéxico Connect T 3 FSC North America 4.0% 33 12.9%
124 CFE BA CityFlyer T 3 FSC Europe 4.1% 13 15.3%
125 ART Smart Lynx T 3 LCC Europe 4.1% 12 13.8%
126 THA Thai Airways T 3 LCC APAC 4.2% 61 26.8%
127 DLH Lufthansa T 1 FSC Europe 4.2% 243 28.2%
128 HOP HOP! T 2 LCC Europe 4.2% 59 19.9%
129 VOE Volotea T 2 LCC Europe 4.2% 37 25.3%
130 ASL Air Serbia T 3 FSC Europe 4.2% 21 27.0%
131 UAE Emirates T 1 FSC ME&A 4.3% 188 20.8%
132 FJI Fiji Airways T 3 LCC APAC 4.3% 3 21.9%
133 BTI airBaltic T 4 FSC Europe 4.4% 54 25.6%
134 AKJ Akasa Air T 4 LCC APAC 4.5% 32 19.1%
135 ELY El Al T 3 FSC ME&A 4.5% 25 28.4%
136 DAH Air Algerie T 3 FSC ME&A 4.5% 44 20.8%
137 TAP TAP Air Portugal T 2 LCC Europe 4.6% 29 34.6%
138 DTA TAAG Angola Airlines T 4 FSC ME&A 4.6% 4 12.9%
139 WZZ Wizz Air T 2 LCC Europe 4.6% 127 17.6%
140 SCX Sun Country Airlines T 3 LCC North America 4.6% 32 11.8%
141 FDB FlyDubai T 2 LCC ME&A 4.7% 66 21.8%
142 EXS Jet2.com T 2 LCC Europe 4.7% 116 24.2%
143 VSV SCAT Airlines T 3 LCC APAC 4.8% 12 27.5%
144 OAW Helvetic T 4 LCC Europe 4.8% 15 31.2%
145 FHY Freebird T 4 LCC ME&A 4.9% 12 15.6%
146 ALK SriLankan Airlines T 3 FSC APAC 4.9% 11 31.6%
147 IAD AirAsia India T 3 LCC APAC 4.9% 31 28.6%
148 CFG Condor T 2 FSC Europe 4.9% 53 26.2%
149 CAL China Airlines T 3 FSC APAC 4.9% 64 21.7%
150 PVL PAL Airlines T 3 LCC APAC 5.0% 28 10.9%
151 WUK Wizz Air UK T 4 LCC Europe 5.0% 24 20.0%
152 BBC Bangladesh Biman T 4 FSC APAC 5.0% 23 27.3%
153 IGO IndiGO T 1 LCC APAC 5.0% 437 26.0%
154 ESR EastarJet T 4 LCC APAC 5.0% 16 29.9%
155 AIC Air India T 2 FSC APAC 5.0% 115 26.5%
156 LPE Latam Perú T 3 LCC Latam 5.0% 71 18.1%
157 TGW Scoot T 2 LCC APAC 5.1% 52 31.4%
158 SXS Sun Express T 3 LCC Europe 5.1% 72 31.4%
159 RXA Regional Express Airlines T 3 FSC APAC 5.1% 37 19.6%
160 CJX Jiangxi T 4 LCC APAC 5.2% 14 19.3%
161 PGA Portugalia T 3 LCC Europe 5.2% 18 31.6%
162 TRA Transavia T 2 LCC Europe 5.2% 42 32.9%
163 ARG Aerolineas Argentinas T 2 FSC LATAM 5.2% 56 14.5%
164 CTV Citilink T 2 LCC APAC 5.3% 63 31.1%
165 QFA Qantas T 1 FSC APAC 5.3% 214 22.7%
166 CGN Air Changan T 3 LCC APAC 5.3% 30 12.1%
167 CTN Croatia Airlines T 3 FSC Europe 5.4% 17 25.0%
168 LCT TAR Aerolineas T 4 LCC LATAM 5.5% 3 9.0%
169 OAL Olympic Air T 4 LCC Europe 5.6% 26 45.9%
170 ASA Alaska Airlines T 1 FSC North America 5.6% 191 23.1%
171 JNA Jin Air T 3 LCC APAC 5.6% 44 32.8%
172 OCN Discover T 4 FSC Europe 5.6% 12 28.9%
173 AZU Azul Brazilian Airlines T 1 FSC LATAM 5.6% 172 17.4%
174 SKX Sky Airline T 4 LCC LATAM 5.6% 19 19.2%
175 BAV Bamboo Airways T 4 FSC APAC 5.6% 11 19.4%
176 JSA Jetstar Asia T 4 LCC APAC 5.7% 10 25.6%
177 QDA Qingdao Airlines T 3 LCC APAC 5.7% 27 16.8%
178 RYR Ryanair T 1 LCC Europe 5.7% 760 31.2%
179 IRM Mahan Air T 4 FSC ME&A 5.7% 15 15.9%
180 HAL Hawaiian Airlines T 1 FSC North America 5.8% 76 20.7%
181 CPA Cathay Pacific T 2 FSC APAC 5.8% 82 22.7%
182 TLM Thai Lion Air T 4 LCC APAC 5.9% 30 26.5%
183 LGL Luxair T 4 LCC Europe 6.0% 12 27.6%
184 AFR Air France T 1 FSC Europe 6.0% 217 24.1%
185 EZY easyJet T 1 LCC Europe 6.0% 376 27.8%
186 PCO Pacific Coastal Airlines T 3 LCC North America 6.0% 16 19.1%
187 EIN Aer Lingus T 2 FSC Europe 6.0% 72 25.0%
188 JZA Jazz T 2 LCC North America 6.1% 32 20.5%
189 UBG US-Bangla Airlines T 4 LCC ME&A 6.1% 16 38.1%
190 MAS Malaysia Airlines T 2 FSC APAC 6.2% 70 28.2%
191 PDT Piedmont Airlines T 4 FSC North America 6.3% 27 17.2%
192 SDG StarAir T 4 FSC APAC 6.3% 7 9.9%
193 CEB Cebu Pacific T 2 LCC APAC 6.4% 120 25.8%
194 VIR Virgin Atlantic T 3 FSC APAC 6.5% 37 24.6%
195 WJA WestJet T 2 LCC North America 6.7% 109 22.0%
196 LOG Loganair T 3 FSC Europe 6.8% 38 19.1%
197 HKE Hong Kong Express Airways T 4 FSC APAC 6.9% 32 28.4%
198 KNA Kunming Airlines T 4 LCC APAC 6.9% 57 28.4%
199 CCD Dalian Airlines T 3 FSC APAC 7.0% 26 11.8%
200 TBA Tibet Airlines T 3 LCC APAC 7.0% 19 22.7%
201 MSR Egyptair T 2 LCC ME&A 7.0% 86 35.0%
202 LNI Lion Air T 2 LCC APAC 7.0% 118 22.1%
203 UEA Chengdu Airlines T 2 LCC APAC 7.1% 80 18.8%
204 WEN WestJet Encore T 4 LCC North America 7.2% 40 23.6%
205 CLH Lufthansa Cityline T 2 FSC Europe 7.2% 82 32.2%
206 BAW British Airways T 1 FSC Europe 7.3% 338 32.9%
207 HBH Hebei Airlines T 4 LCC APAC 7.3% 37 19.8%
208 ROT TAROM T 3 FSC Europe 7.4% 26 21.9%
209 CSH Shanghai Airlines T 1 FSC APAC 7.5% 102 26.1%
210 DAL Delta T 1 FSC North America 7.6% 1255 20.4%
211 CGZ Colorful Guizhou T 3 LCC APAC 7.6% 33 20.6%
212 WON Wings Abadi T 3 LCC APAC 7.6% 12 32.1%
213 DLA Air Dolomiti T 3 LCC Europe 7.6% 53 40.8%
214 VRE Air Cote D'Ivoire T 4 FSC ME&A 7.7% 6 24.6%
215 AAY Allegiant Air T 2 LCC North America 7.7% 116 19.2%
216 CDG Shandong Airlines T 1 LCC APAC 7.8% 199 24.6%
217 RLH Ruili T 3 LCC APAC 7.9% 20 27.6%
218 CQH Spring Airlines T 2 LCC APAC 8.1% 166 21.2%
219 CXA XiamenAir T 1 LCC APAC 8.1% 238 24.8%
220 VIV VivaAerobus T 2 LCC LATAM 8.1% 174 26.4%
221 AUR Aurigny Air Services Ltd. T 4 FSC Europe 8.2% 21 12.7%
222 CNM Air China Inner Mongolia T 4 LCC APAC 8.2% 13 14.4%
223 SJV Super Air Jet T 3 LCC APAC 8.3% 95 30.4%
224 CRK Hong Kong Airlines T 4 FSC APAC 8.3% 34 27.2%
225 EDV Endeavor Air T 2 FSC North America 8.6% 94 17.5%
226 RUK Ryanair UK T 3 LCC Europe 8.6% 38 35.6%
227 FLE Flair T 4 LCC North America 8.8% 33 31.1%
228 TAR Tunis Air T 4 LCC ME&A 9.0% 23 33.5%
229 EFW BA Euroflyer dba T 4 FSC Europe 9.1% 31 26.6%
230 HXA China Express Airlines T 2 LCC APAC 9.1% 118 25.1%
231 CCA Air China T 1 FSC APAC 9.1% 750 19.0%
232 VJC VietJet Air T 2 LCC APAC 9.2% 190 30.4%
233 OTC Air Travel T 4 LCC APAC 9.2% 21 25.5%
234 JBU JetBlue T 1 LCC North America 9.3% 375 22.7%
235 BCI Blue Islands T 4 FSC Europe 9.4% 8 15.8%
236 PAL Philippine Air Lines T 3 LCC APAC 9.5% 51 25.3%
237 OTT OTT Airlines T 4 FSC APAC 9.6% 21 22.1%
238 FZA Fuzhou Airlines T 4 LCC APAC 9.7% 26 29.0%
239 SWA Southwest T 1 LCC North America 9.7% 1981 28.6%
240 LAM Lam - Linhas Aereas de Mocambique T 4 LCC LATAM 9.9% 17 15.5%
241 AIE Air Inuit T 3 LCC North America 9.9% 51 21.7%
242 CSC Sichuan Airlines T 1 LCC APAC 9.9% 295 25.8%
243 CUA China United Airlines T 2 LCC APAC 10.1% 46 26.7%
244 CDC Zhejiang Loong T 2 LCC APAC 10.3% 108 22.9%
245 AER Aer Lingus T 3 FSC Europe 10.3% 27 23.7%
246 NKS Spirit T 1 LCC North America 10.9% 429 26.4%
247 DKH Juneyao Airlines T 2 LCC APAC 11.0% 309 24.8%
248 AMU Air Macau T 4 LCC APAC 11.2% 35 35.9%
249 QJE QantasLink T 4 LCC APAC 11.3% 20 30.3%
250 ROU Air Canada Rouge T 3 LCC North America 11.4% 44 28.5%
251 ACA Air Canada T 2 FSC North America 11.5% 298 30.0%
252 CHB West Air T 4 LCC APAC 11.5% 151 30.1%
253 CES China Eastern T 1 LCC APAC 11.6% 1116 26.6%
254 JIA PSA Airlines T 2 FSC North America 11.6% 132 27.7%
255 LKE Lucky Air T 3 LCC APAC 12.0% 117 31.5%
256 PIA Pakistan International Airlines T 3 FSC APAC 12.1% 54 30.0%
257 MXD Malindo Air T 3 LCC APAC 12.4% 28 39.2%
258 UAL United T 1 FSC North America 12.5% 2061 26.7%
259 GCR Tianjin Airlines T 2 FSC APAC 12.6% 204 27.0%
260 BHS Bahamasair T 4 FSC North America 12.7% 14 36.3%
261 SAT SATA Air Acores T 4 FSC Europe 13.2% 35 29.6%
262 IWY InterCaribbean Airways T 4 LCC North America 13.5% 16 28.3%
263 MXY Breeze Airways T 3 LCC North America 13.8% 66 31.7%
264 GAP PAL Express T 4 LCC APAC 13.9% 117 33.7%
265 CUH Urumqi Air T 4 LCC APAC 13.9% 38 30.4%
266 CSN China Southern Airlines T 1 FSC APAC 13.9% 1477 27.2%
267 VTE Contour Airlines T 3 FSC North America 14.3% 74 23.8%
268 CBG GX Airlines T 3 LCC Europe 14.5% 71 29.3%
269 FFT Frontier T 2 LCC North America 14.6% 193 32.3%
270 BTK Batik Air T 2 FSC APAC 14.8% 167 31.2%
271 FBZ Flybondi T 4 LCC LATAM 14.8% 54 29.0%
272 YZR Suparna T 4 FSC APAC 15.1% 36 25.9%
273 SEJ SpiceJet T 2 LCC APAC 15.5% 148 30.2%
274 JYH 9 Air T 3 LCC APAC 15.7% 107 32.0%
275 CHH Hainan Airlines T 1 FSC APAC 15.8% 507 30.8%
276 ENY Envoy Air T 3 FSC North America 16.2% 248 33.5%
277 CBJ Beijing Capital Airlines T 1 LCC APAC 16.2% 187 37.7%
278 ACN Azul Conecta T 4 LCC LATAM 16.5% 49 25.4%
279 AAL American Airlines T 1 FSC North America 16.6% 2631 34.5%
280 STW Southwinds T 4 LCC Europe 16.6% 36 21.4%
281 AXB Air India Express T 3 LCC APAC 16.8% 165 33.6%
282 KQA Kenya Airways T 3 FSC ME&A 17.3% 113 33.0%
283 OKA Okay Airways T 3 LCC APAC 17.6% 89 30.0%
284 ASH Mesa T 2 FSC North America 17.7% 240 29.0%
285 CSZ Shenzhen Airlines T 1 LCC APAC 19.6% 467 36.5%
286 EPA Donghai Airlines T 4 LCC APAC 20.6% 89 38.6%
287 SIL Silver Airways T 3 LCC North America 22.9% 83 37.4%

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

APAC had a significantly better month. From April to May, APAC’s average ImPax dropped by almost 30%, the steepest decline, globally. This represented a 28% decline in disrupted passengers [per the ImPax Percentage].

117 Airlines | 73 LCC | 44 FSC

22.5%
Avg Total Disruption
36.3%
% Global Disruption
6.8%
Average ImPax
11.1m
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

“The online check-in actually doesn't work, but the check-in at the counter was very uncomplicated and quick. The transfer of the luggage also worked perfectly. Staff all around friendly and accommodating. When it comes to meals on aeroplanes, you shouldn't expect star cuisine per se, but the food was also okay for aeroplane meals. The temperature on board and also in the airport [city] is completely normal and pleasant, a sweater was enough.”

[Tier 1, FSC]

““I had a very pleasant time with [Airline]. I was very satisfied with my choice. The cabin of the aircraft is not as aesthetic as it is comfortable. The hostesses were very attentive and aimable.”

[Tier 2, LCC]

“When I asked for an upgrade to business class at check-in, I was told that unfortunately this was not possible, but instead I was given a front row seat in economy class. The extra legroom doubles the comfort, and I was able to spend a long flight in comfort. I was impressed by this thoughtfulness. What's more, when I received my baggage upon arrival in [city], a heartfelt handwritten message card was included with my baggage. My husband and I were deeply moved by this small but big surprise. This kind of consideration eased the fatigue of the trip and left us with lasting memories.”

[Tier 1, FSC]

“I recently had the displeasure of flying with [airline], and it was an experience I wouldn't wish upon my worst enemy. From start to finish, the airline's incompetence and lack of customer service left me utterly frustrated and disappointed. [Airline] check-in system is an absolute disaster, especially when tickets are purchased through a third-party supplier. Despite numerous attempts, I was unable to check in online, and attempting to call their customer service line proved futile as well. Upon arrival, we discovered that my husband's luggage was nowhere to be found. After lodging a complaint with [Airline], we were offered a measly compensation of £69, which hardly covers the inconvenience and frustration caused by their negligence. To add insult to injury, it took a staggering six days before our luggage was finally returned to us, and even then, some items were missing.”

[Tier 1, LCC]

“[Airline] experienced a mechanical issue (tire replacement) that delayed our 14 hour flight to [city]. Due to this, I missed my connecting flight. When I arrived in [city], I was greeted by [airline] employee who was unhelpful, and rude. She told me the only option was to stay in [city] for 24 hours until the next [Airline] flight. She even lied and told me they couldn't rebook me another Airlines flight that night because it was full. When I asked to speak to a supervisor, they were able to rebook me onto the other flight that night. There were so many open rows and seats that I immediately felt bad for the six other families that had to stay in [city] for the night.”

[Tier 2, FSC]

“My Business class flight was cancelled as I needed to fly on the same day I accepted an economy flight with the promise of a payment that would be the difference between the 2 flight costs. When I made my claim I was told that there was no difference in cost between the 2 flights. So I had no lounge pass, no express security, no speedy boarding and the rest of the extras you pay extra for on a business class flight e.g. food and drink, flat bed. My big problem with [Airline] is that the customer service is rubbish. It takes over an hour to get through to them on the phone. When they cancelled the flight they didn't offer an alternative flight. I spent 3 hours trying to sort this out with lots of "we are so sorry.”

[Tier 1, FSC]

APAC | All Carriers Filter by tiers:

Rank Code Name Tier Class Region ImPax % Pax Est. 1000s Total % Disruption
1CQNChongqingT 4FSCAPAC0.0%00.1%
2SNJSolaseed AirT 3FSCAPAC0.3%16.6%
3VTAAir TahitiT 4FSCAPAC0.6%20.6%
4SFJStarFlyerT 3FSCAPAC0.6%36.3%
5SKYSkymarkT 3LCCAPAC0.6%510.6%
6JALJapan AirlinesT 1FSCAPAC0.8%2911.7%
7JTAJapan Trans AirT 3LCCAPAC0.8%314.8%
8FDAFuji DreamT 3LCCAPAC0.8%34.7%
9APJPeach AirlinesT 4LCCAPAC0.9%712.0%
10ANAAll NipponT 1FSCAPAC0.9%3012.5%
11SJXStarLuxT 4FSCAPAC1.0%325.3%
12AKXANA WingsT 2FSCAPAC1.1%199.8%
13AIQThai AirAsiaT 3LCCAPAC1.4%2123.8%
14ORCOriental Air BridgeT 4LCCAPAC1.4%26.8%
15MDAMandarinT 3FSCAPAC1.5%720.3%
16JJAJeju AirT 3LCCAPAC1.5%1516.1%
17KALKorean AirT 2FSCAPAC1.7%1516.3%
18TVJThai Vietjet AirT 4LCCAPAC1.7%1022.2%
19HVNVietnam AirlinesT 2LCCAPAC1.7%3511.8%
20LAOLaoT 4FSCAPAC1.8%213.6%
21AWQIndonesia AirAsiaT 4LCCAPAC2.0%1017.9%
22MMAMAIT 4FSCAPAC2.3%416.9%
23JJPJetstar JapanT 3LCCAPAC2.4%1219.1%
24AXMAirAsiaT 1LCCAPAC2.5%5418.5%
25BKPBangkokT 3FSCAPAC2.5%1321.3%
26GIAGaruda IndonesiaT 4FSCAPAC2.5%3620.0%
27UTYAlliance Airlines2T 2LCCAPAC2.7%310.3%
28ANZAir New ZealandT 1FSCAPAC2.8%10612.5%
29XAXAirAsia XT 3LCCAPAC2.8%619.6%
30TWBT'way AirT 4FSCAPAC3.0%2229.6%
31QLKQantasLinkT 2LCCAPAC3.1%3712.7%
32NTHHokkaido Air SystemT 4FSCAPAC3.1%19.7%
33SIASingapore AirlinesT 2FSCAPAC3.3%7321.9%
34VOZVirgin AustraliaT 2FSCAPAC3.4%5118.5%
35AARAsianaT 2FSCAPAC3.6%1620.6%
36VTIVistaraT 2FSCAPAC3.6%6527.9%
37JSTJetstarT 2LCCAPAC3.7%5420.5%
38JACJapan Air CommuterT 3LCCAPAC3.7%2113.6%
39MWGMASwingsT 4LCCAPAC3.8%2414.2%
40EVAEVA AirwaysT 3LCCAPAC3.8%6223.2%
41THAThai AirwaysT 3LCCAPAC4.2%6126.8%
42FJIFiji AirwaysT 3LCCAPAC4.3%321.9%
43AKJAkasa AirT 4LCCAPAC4.5%3219.1%
44VSVSCAT AirlinesT 3LCCAPAC4.8%1227.5%
45ALKSriLankan AirlinesT 3FSCAPAC4.9%1131.6%
46IADAirAsia IndiaT 3LCCAPAC4.9%3128.6%
47CALChina AirlinesT 3FSCAPAC4.9%6421.7%
48PVLPAL AirlinesT 3LCCAPAC5.0%2810.9%
49BBCBangladesh BimanT 4FSCAPAC5.0%2327.3%
50IGOIndiGOT 1LCCAPAC5.0%43726.0%
51ESREastarJetT 4LCCAPAC5.0%1629.9%
52AICAir IndiaT 2FSCAPAC5.0%11526.5%
53TGWScootT 2LCCAPAC5.1%5231.4%
54RXARegional Express AirlinesT 3FSCAPAC5.1%3719.6%
55CJXJiangxiT 4LCCAPAC5.2%1419.3%
56CTVCitilinkT 2LCCAPAC5.3%6331.1%
57QFAQantasT 1FSCAPAC5.3%21422.7%
58CGNAir ChanganT 3LCCAPAC5.3%3012.1%
59JNAJin AirT 3LCCAPAC5.6%4432.8%
60BAVBamboo AirwaysT 4FSCAPAC5.6%1119.4%
61JSAJetstar AsiaT 4LCCAPAC5.7%1025.6%
62QDAQingdao AirlinesT 3LCCAPAC5.7%2716.8%
63CPACathay PacificT 2FSCAPAC5.8%8222.7%
64TLMThai Lion AirT 4LCCAPAC5.9%3026.5%
65MASMalaysia AirlinesT 2FSCAPAC6.2%7028.2%
66SDGStarAirT 4FSCAPAC6.3%79.9%
67CEBCebu PacificT 2LCCAPAC6.4%12025.8%
68VIRVirgin AtlanticT 3FSCAPAC6.5%3724.6%
69HKEHong Kong Express AirwaysT 4FSCAPAC6.9%3228.4%
70KNAKunming AirlinesT 4LCCAPAC6.9%5728.4%
71CCDDalian AirlinesT 3FSCAPAC7.0%2611.8%
72TBATibet AirlinesT 3LCCAPAC7.0%1922.7%
73LNILion AirT 2LCCAPAC7.0%11822.1%
74UEAChengdu AirlinesT 2LCCAPAC7.1%8018.8%
75HBHHebei AirlinesT 4LCCAPAC7.3%3719.8%
76CSHShanghai AirlinesT 1FSCAPAC7.5%10226.1%
77CGZColorful GuizhouT 3LCCAPAC7.6%3320.6%
78WONWings AbadiT 3LCCAPAC7.6%1232.1%
79CDGShandong AirlinesT 1LCCAPAC7.8%19924.6%
80RLHRuiliT 3LCCAPAC7.9%2027.6%
81CQHSpring AirlinesT 2LCCAPAC8.1%16621.2%
82CXAXiamenAirT 1LCCAPAC8.1%23824.8%
83CNMAir China Inner MongoliaT 4LCCAPAC8.2%1314.4%
84SJVSuper Air JetT 3LCCAPAC8.3%9530.4%
85CRKHong Kong AirlinesT 4FSCAPAC8.3%3427.2%
86HXAChina Express AirlinesT 2LCCAPAC9.1%11825.1%
87CCAAir ChinaT 1FSCAPAC9.1%75019.0%
88VJCVietJet AirT 2LCCAPAC9.2%19030.4%
89OTCAir TravelT 4LCCAPAC9.2%2125.5%
90PALPhilippine Air LinesT 3LCCAPAC9.5%5125.3%
91OTTOTT AirlinesT 4FSCAPAC9.6%2122.1%
92FZAFuzhou AirlinesT 4LCCAPAC9.7%2629.0%
93CSCSichuan AirlinesT 1LCCAPAC9.9%29525.8%
94CUAChina United AirlinesT 2LCCAPAC10.1%4626.7%
95CDCZhejiang LoongT 2LCCAPAC10.3%10822.9%
96DKHJuneyao AirlinesT 2LCCAPAC11.0%30924.8%
97AMUAir MacauT 4LCCAPAC11.2%3535.9%
98QJEQantasLinkT 4LCCAPAC11.3%2030.3%
99CHBWest AirT 4LCCAPAC11.5%15130.1%
100CESChina EasternT 1LCCAPAC11.6%111626.6%
101LKELucky AirT 3LCCAPAC12.0%11731.5%
102PIAPakistan International AirlinesT 3FSCAPAC12.1%5430.0%
103MXDMalindo AirT 3LCCAPAC12.4%2839.2%
104GCRTianjin AirlinesT 2FSCAPAC12.6%20427.0%
105GAPPAL ExpressT 4LCCAPAC13.9%11733.7%
106CUHUrumqi AirT 4LCCAPAC13.9%3830.4%
107CSNChina Southern AirlinesT 1FSCAPAC13.9%147727.2%
108BTKBatik AirT 2FSCAPAC14.8%16731.2%
109YZRSuparnaT 4FSCAPAC15.1%3625.9%
110SEJSpiceJetT 2LCCAPAC15.5%14830.2%
111JYH9 AirT 3LCCAPAC15.7%10732.0%
112CHHHainan AirlinesT 1FSCAPAC15.8%50730.8%
113CBJBeijing Capital AirlinesT 1LCCAPAC16.2%18737.7%
114AXBAir India ExpressT 3LCCAPAC16.8%16533.6%
115OKAOkay AirwaysT 3LCCAPAC17.6%8930.0%
116CSZShenzhen AirlinesT 1LCCAPAC19.6%46736.5%
117EPADonghai AirlinesT 4LCCAPAC20.6%8938.6%
Region

Europe

While European airlines represent 23.4% of global disruptions [similar to North America] only 4.5% of passengers are affected by medium and large delays and cancellations [ImPax].

76 Airlines | 40 LCC | 36 FSC

21.2%
Avg Total Disruption
25.8%
% Global Disruption
4.5%
Average ImPax
4.8m
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
1CCMAir CorsicaT 3FSCEurope0.3%113.5%
2TOMTUI AirwaysT 2LCCEurope0.6%74.3%
3SASSAST 2FSCEurope1.2%288.1%
4FPYPLAY AirlinesT 4LCCEurope1.2%39.0%
5IBEIberiaT 2FSCEurope1.4%3212.1%
6NOZNorwegian Air ShuttleT 2FSCEurope1.4%2210.5%
7BRXBraathens Regional AirwaysT 3FSCEurope1.5%912.3%
8SDMRossiya AirlinesT 3LCCEurope1.6%176.8%
9IBSIberia ExpressT 4LCCEurope1.7%119.4%
10FINFinnairT 2FSCEurope1.7%3516.7%
11AFLAeroflotT 2FSCEurope1.8%377.0%
12SBIS7 AirlinesT 2FSCEurope1.8%1413.4%
13ICEIcelandairT 3FSCEurope1.9%1012.9%
14THYTurkish AirlinesT 1FSCEurope1.9%12711.9%
15JAFTui Fly BelgiumT 4LCCEurope2.0%87.2%
16OVAAir Europa ExpressT 3LCCEurope2.1%611.3%
17NSZNorwegian Air SwedenT 3LCCEurope2.3%1415.3%
18LOTLOT Polish AirlinesT 2FSCEurope2.3%2018.5%
19NWSNordwindT 4FSCEurope2.3%710.5%
20AUAAustrian AirlinesT 2FSCEurope2.4%4915.0%
21BELBrussels AirlinesT 2FSCEurope2.4%2319.6%
22SEHSky ExpressT 4LCCEurope2.6%2720.8%
23KLMKLMT 1FSCEurope2.8%10220.0%
24EWGEurowingsT 2LCCEurope3.0%6418.1%
25EZSEasyJet SwitzerlandT 3LCCEurope3.0%1821.4%
26ITYITA AirwaysT 2FSCEurope3.1%5426.0%
27SWRSwissT 2FSCEurope3.1%5625.9%
28WMTWizz Air MaltaT 2LCCEurope3.5%8415.4%
29PGTPegasus AirlinesT 1LCCEurope3.5%10423.6%
30RYSBuzzT 2LCCEurope3.6%7022.9%
31AEEAegean AirlinesT 2FSCEurope3.6%5237.9%
32TVFTransavia FranceT 2LCCEurope3.6%6718.3%
33VLGVueling AirlinesT 2LCCEurope3.7%11517.3%
34KLCKLM CityhopperT 2LCCEurope3.7%5720.7%
35JATAir SerbiaT 4FSCEurope3.8%1322.3%
36EJUeasyJet EuropeT 2LCCEurope3.9%9621.5%
37BCYCityjetT 3LCCEurope3.9%1721.3%
38TVSSmartwingsT 4LCCEurope4.0%2717.6%
39AEAAir EuropaT 3FSCEurope4.0%3016.2%
40CFEBA CityFlyerT 3FSCEurope4.1%1315.3%
41ARTSmart LynxT 3LCCEurope4.1%1213.8%
42DLHLufthansaT 1FSCEurope4.2%24328.2%
43HOPHOP!T 2LCCEurope4.2%5919.9%
44VOEVoloteaT 2LCCEurope4.2%3725.3%
45ASLAir SerbiaT 3FSCEurope4.2%2127.0%
46BTIairBalticT 4FSCEurope4.4%5425.6%
47TAPTAP Air PortugalT 2LCCEurope4.6%2934.6%
48WZZWizz AirT 2LCCEurope4.6%12717.6%
49EXSJet2.comT 2LCCEurope4.7%11624.2%
50OAWHelveticT 4LCCEurope4.8%1531.2%
51CFGCondorT 2FSCEurope4.9%5326.2%
52WUKWizz Air UKT 4LCCEurope5.0%2420.0%
53SXSSun ExpressT 3LCCEurope5.1%7231.4%
54PGAPortugaliaT 3LCCEurope5.2%1831.6%
55TRATransaviaT 2LCCEurope5.2%4232.9%
56CTNCroatia AirlinesT 3FSCEurope5.4%1725.0%
57OALOlympic AirT 4LCCEurope5.6%2645.9%
58OCNDiscoverT 4FSCEurope5.6%1228.9%
59RYRRyanairT 1LCCEurope5.7%76031.2%
60LGLLuxairT 4LCCEurope6.0%1227.6%
61AFRAir FranceT 1FSCEurope6.0%21724.1%
62EZYeasyJetT 1LCCEurope6.0%37627.8%
63EINAer LingusT 2FSCEurope6.0%7225.0%
64LOGLoganairT 3FSCEurope6.8%3819.1%
65CLHLufthansa CitylineT 2FSCEurope7.2%8232.2%
66BAWBritish AirwaysT 1FSCEurope7.3%33832.9%
67ROTTAROMT 3FSCEurope7.4%2621.9%
68DLAAir DolomitiT 3LCCEurope7.6%5340.8%
69AURAurigny Air Services Ltd.T 4FSCEurope8.2%2112.7%
70RUKRyanair UKT 3LCCEurope8.6%3835.6%
71EFWBA Euroflyer dbaT 4FSCEurope9.1%3126.6%
72BCIBlue IslandsT 4FSCEurope9.4%815.8%
73AERAer LingusT 3FSCEurope10.3%2723.7%
74SATSATA Air AcoresT 4FSCEurope13.2%3529.6%
75CBGGX AirlinesT 3LCCEurope14.5%7129.3%
76STWSouthwindsT 4LCCEurope16.6%3621.4%
Region

North America

While North America only represents 7% of airlines in this report, it accounts for more than one quarter of all disruptions worldwide.

36 Airlines | 18 LCC | 18 FSC

23.7%
Avg Total Disruption
28.9%
% Global Disruption
9.2%
ImPax
11.1m
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

“My daughter left her hip sack containing her passport and money and bank cards on the [airline] calmly and efficiently went about tracking it down and getting it back to her in very short order. What a great ending to something that had been pretty terrible. It seems that [airline] has a process that works! They have some great employees! Thanks for your help!!!”

[Tier 1, LCC]

“This was our 4th trip to [city] via [Airline]. Every flight has been great, no matter if it was economy, comfort plus or first class. The flights we booked were always on time, check in was very easy and we did not encounter any issues at all. This latest flight had the new Starlink satellite service, we had free wifi the entire flight.”

[Tier 1, FSC]

“My wife and I recently flew [airline]. I used to fly them regularly, when I was a business traveller. I was blown away that after all these years they have kept my frequent flyer miles, unlike [other airline] who destroyed them years ago. It was $500 less for my wife and I to fly [airline] Coach Plus service than regular coach on [other airline]. I was very surprised. I was also surprised at the legroom, the hot meals (like the good ole' days) and the flight attendant service and attitude. I'll be flying [airline] again, after years away.”

[Tier 1, LCC]

“They damaged my designer suitcase. Tried to report it once settled but they said I had to have reported it at the airport. I had a connecting flight and left the country. They should have used their cameras etc to investigate my claims. Their staff, like most customer service staff I encountered in the US, are dismissive and the company obviously has nothing in place for customer satisfaction. Amazon is a US company which has some of the best customer service in the UK. The [airline] staff spoke in a condescending manner to paying customers, no point using sir or ma’am if you're going to be rude.”

[Tier 1, FSC]

“They changed my flight two times in one month. The choices they offered were not acceptable to me. It’s too close to change the flight to another airline now, but this is the last time I will use [Airline]. If you are smart, don't use them!!!.”

[Tier 1, LCC]

“Booked transfers through [airline]. Took payment. Went alone. Arrived at my destination to find out my transfer had been cancelled because I booked it within 24hrs. Yet they took payment and sent confirmation. They were not interested in helping or refunding my money back. I was left on my own at the airport trying to find another way to get to [city]. Over a week later still no refund.”

[Tier 2, LCC]

North America | All Carriers Filter by tiers:

Rank Code Name Tier Class Region ImPax % Pax Est. 1000s Total % Disruption
1DVRDivi Divi AirT 4FSCNorth America1.8%015.9%
2BWACaribbean AirlinesT 4FSCNorth America2.2%511.3%
3POEPorterT 3LCCNorth America3.0%2613.6%
4QXEHorizonT 4LCCNorth America3.3%1515.4%
5AMXAeroMexicoT 2FSCNorth America3.7%6313.1%
6TSCAir TransatT 3FSCNorth America3.8%1724.7%
7SLIAeroMéxico ConnectT 3FSCNorth America4.0%3312.9%
8SCXSun Country AirlinesT 3LCCNorth America4.6%3211.8%
9ASAAlaska AirlinesT 1FSCNorth America5.6%19123.1%
10HALHawaiian AirlinesT 1FSCNorth America5.8%7620.7%
11PCOPacific Coastal AirlinesT 3LCCNorth America6.0%1619.1%
12JZAJazzT 2LCCNorth America6.1%3220.5%
13PDTPiedmont AirlinesT 4FSCNorth America6.3%2717.2%
14WJAWestJetT 2LCCNorth America6.7%10922.0%
15WENWestJet EncoreT 4LCCNorth America7.2%4023.6%
16DALDeltaT 1FSCNorth America7.6%125520.4%
17AAYAllegiant AirT 2LCCNorth America7.7%11619.2%
18EDVEndeavor AirT 2FSCNorth America8.6%9417.5%
19FLEFlairT 4LCCNorth America8.8%3331.1%
20JBUJetBlueT 1LCCNorth America9.3%37522.7%
21SWASouthwestT 1LCCNorth America9.7%198128.6%
22AIEAir InuitT 3LCCNorth America9.9%5121.7%
23NKSSpiritT 1LCCNorth America10.9%42926.4%
24ROUAir Canada RougeT 3LCCNorth America11.4%4428.5%
25ACAAir CanadaT 2FSCNorth America11.5%29830.0%
26JIAPSA AirlinesT 2FSCNorth America11.6%13227.7%
27UALUnitedT 1FSCNorth America12.5%206126.7%
28BHSBahamasairT 4FSCNorth America12.7%1436.3%
29IWYInterCaribbean AirwaysT 4LCCNorth America13.5%1628.3%
30MXYBreeze AirwaysT 3LCCNorth America13.8%6631.7%
31VTEContour AirlinesT 3FSCNorth America14.3%7423.8%
32FFTFrontierT 2LCCNorth America14.6%19332.3%
33ENYEnvoy AirT 3FSCNorth America16.2%24833.5%
34AALAmerican AirlinesT 1FSCNorth America16.6%263134.5%
35ASHMesaT 2FSCNorth America17.7%24029.0%
36SILSilver AirwaysT 3LCCNorth America22.9%8337.4%
Region

Middle East and Africa

All disruption metrics for ME&A decreased this month resulting in 50% less passengers impacted by medium and major delays, and cancellations [ImPax].

38 Airlines | 13 LCC | 25 FSC

16.8%
Avg Total Disruption
5.2%
% Global Disruption
3.6%
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

“Excellent service from [airline]. Our [other airline] flight from [city] was delayed by 4 hours. Upon arrival at Doha we were met by ground staff who directed us to get new flights for onward travel. Special mention to Ground Services, who ensured our luggage was picked up & redirected on our connection, so we could check in immediately for our next flight. Great service & fantastic airport.”

[Tier 1, FSC]

“My recent journey with [airline] was nothing short of exceptional. From the moment I boarded the flight to [city], I was enveloped in a sense of comfort and luxury that made the entire experience truly memorable. [airline] has been my preferred airline since 2020, and with each trip, they continue to exceed my expectations.”

[Tier 1, FSC]

“[airline] operates with the best efficiency from making the airline booking until the plane takes off and lands. The cabin crew was kind and the app is simple to use. I've taken a lot of flights and [airline]i is a decent airline for economy or service.”

[Tier 1, LCC]

“[airline] left thousands of passengers stranded for up to 3 days in [airport], some with children with no help or explanation. They have no contingency for [weather] and no interest in human care. They have provided no compensation for the impacted passengers. They claim that the missing luggage was also due to the [weather]… they provide no help when things get tough and I will never be flying with them again. They also required me to fill out a medical form to board and they took zero notice of my one requirement (more drinking water than average) and, despite being able bodied, would not allow me to purchase the bulkhead seats after having spoken to me in person.”

[Tier 1, FSC]

“Never wrote anything online to complain about an airline but [airline] made me very angry I had to do this. I purchased tickets online because I was travelling with my infant. The guy who helped me told me it was $1700 including my infant and the bassinet seat. The day I went to check in I had to pay another $1100 for my infant.They charged me this much money. Never again with this airline. Horrible!”

[Tier 1, FSC]

“Worst flight experience. Cancelling my flight, got me to fly to another country promising I can still make my connection only to cancel my connection when I got there. Extra time wasted and jet lagged. Then they don't even inform me of trying to put me on a new flight getting me there a day later. I'm losing money on accommodation for multiple days. Online says there are plenty of flights from [city] to [city] available on the day I need, but they wont put me on one. Telling me to ask for a refund now but I don't hold my breath. Plus it's 14 to 28 days to wait for it!? Avoid!”

[Tier 1, FSC]

Middle East and Africa | All Carriers Filter by tiers:

Rank Code Name Tier Class Region ImPax % Pax Est. 1000s Total % Disruption
1LNKSouth African AirlinkT 2LCCME&A0.8%145.6%
2GBBGlobal AviationT 4FSCME&A0.8%23.6%
3KACKuwait Airways CorporationT 3LCCME&A1.3%37.8%
4OMAOman AirT 3FSCME&A1.4%76.3%
5FADFlyadealT 4LCCME&A1.5%119.0%
6GFAGulf AirT 4FSCME&A1.5%811.4%
7IAWIraqi AirwaysT 4FSCME&A1.5%414.9%
8KZRAir AstanaT 3FSCME&A1.7%1214.7%
9AHYAzerbaijan AirlinesT 4FSCME&A1.7%67.8%
10JZRJazeera AirwaysT 3LCCME&A1.7%617.8%
11KNEFlynasT 2LCCME&A1.8%1916.7%
12SAASouth African AirwaysT 4FSCME&A1.8%18.7%
13UZBUzbekistan AirwaysT 3FSCME&A2.0%1116.9%
14RWDRwandAirT 4FSCME&A2.0%410.1%
15RJARoyal JordanianT 3FSCME&A2.1%810.8%
16SVASaudiaT 2FSCME&A2.3%3912.5%
17ETHEthiopian AirlinesT 2FSCME&A2.3%5016.2%
18OMSSalamAirT 4FSCME&A2.3%713.1%
19QTRQatar AirwaysT 1FSCME&A2.5%7116.0%
20SKKASKY AirlinesT 4FSCME&A2.6%38.1%
21ABYAir ArabiaT 4LCCME&A2.7%2527.9%
22MSCAir CairoT 3LCCME&A2.9%1018.3%
23IRAIranAIRT 4FSCME&A3.1%68.5%
24RAMRoyal Air MarocT 3FSCME&A3.3%3422.9%
25ETDEtihad AirwaysT 2FSCME&A3.6%5519.0%
26KEMCemAirT 4LCCME&A3.6%214.9%
27UAEEmiratesT 1FSCME&A4.3%18820.8%
28ELYEl AlT 3FSCME&A4.5%2528.4%
29DAHAir AlgerieT 3FSCME&A4.5%4420.8%
30DTATAAG Angola AirlinesT 4FSCME&A4.6%412.9%
31FDBFlyDubaiT 2LCCME&A4.7%6621.8%
32FHYFreebirdT 4LCCME&A4.9%1215.6%
33IRMMahan AirT 4FSCME&A5.7%1515.9%
34UBGUS-Bangla AirlinesT 4LCCME&A6.1%1638.1%
35MSREgyptairT 2LCCME&A7.0%8635.0%
36VREAir Cote D'IvoireT 4FSCME&A7.7%624.6%
37TARTunis AirT 4LCCME&A9.0%2333.5%
38KQAKenya AirwaysT 3FSCME&A17.3%11333.0%
Region

Latin America

While disruptions in LATAM decreased overall since April, there was an uptick in the ImPax average, signalling sub-1 hour delays decreased, while medium and major delays, and cancellations slightly increased.

20 Airlines | 12 LCC | 8 FSC

15.2%
Avg Total Disruption
3.8%
% Global Disruption
4.8%
Average ImPax
883k
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
1LANLatamT 1FSCLATAM0.5%63.0%
2RPBCopa Airlines ColumbiaT 4FSCLatam0.6%213.3%
3BOVBoa BolivianaT 3FSCLATAM0.8%29.0%
4TGUTAG AirlinesT 4LCCLATAM1.0%16.7%
5TAMLatam BrasilT 1FSCLATAM1.7%5712.7%
6GLOGol Transportes AereosT 1LCCLATAM1.9%5012.6%
7CMPCopa AirlinesT 2FSCLATAM2.0%409.2%
8SKUSky AirlinesT 3LCCLatam2.5%1118.8%
9AVAAviancaT 1LCCLATAM2.6%7713.1%
10VOIVolarisT 1LCCLATAM3.0%1714.3%
11PTBVoepass Linhas AéreasT 4FSCLATAM3.5%517.5%
12LPELatam PerúT 3LCCLatam5.0%7118.1%
13ARGAerolineas ArgentinasT 2FSCLATAM5.2%5614.5%
14LCTTAR AerolineasT 4LCCLATAM5.5%39.0%
15AZUAzul Brazilian AirlinesT 1FSCLATAM5.6%17217.4%
16SKXSky AirlineT 4LCCLATAM5.6%1919.2%
17VIVVivaAerobusT 2LCCLATAM8.1%17426.4%
18LAMLam - Linhas Aereas de MocambiqueT 4LCCLATAM9.9%1715.5%
19FBZFlybondiT 4LCCLATAM14.8%5429.0%
20ACNAzul ConectaT 4LCCLATAM16.5%4925.4%
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