Discover the most reliable airlines that serve Canada and the USA, based on the number of complaints received, and the number that have been resolved.
With summer officially here, you might be thinking of booking a last-minute break away in the sun. Alongside choosing your destination (will it be an island escape in the Caribbean, a city break on the US west coast, or a long-haul flight to Europe?), you might well be factoring in which airline you want to fly with.
After all, the airline can have a huge impact on your vacation – especially if you receive particularly good or bad customer service. With 819.3 million passengers on US airlines in 2023, we decided to find the most reliable airlines across Canada and the USA, by looking at the number of complaints, and how many were resolved.
The most reliable airlines in the USA
To work out the most reliable airlines across the USA, we looked at the number of complaints lodged against each, between 2017-2023. These complaints ranged from refunds, through to flight problems, advertising and more.
=1. Air Canada Jazz
With a mere five complaints, Air Canada Jazz has only received five complaints over the last seven years, with all five made in 2023.
The sole operator of the Air Canada Express brand, the airline flies exclusively across Canada and the USA, with Vancouver, Calgary, and Toronto its three main hubs.
=1. Discover Airlines
Also with five complaints, Discover Airlines (formally known as Eurowings Discover) makes it in joint first place as the most reliable airline, with all complaints made in 2023.
Part of the Lufthansa Group, the airline operates out of Frankfurt and Munich, they cover over 50 destinations, including Anchorage, Orlando, Las Vegas, and Philadelphia.
3. Gulf Air
The national carrier of Bahrain, Gulf Air is the third most reliable airline with flights in the USA, with just six complaints since 2017 – all of which were made in 2022.
Its main base is Manama, Bahrain’s capital, and it code shares with American Airlines to major US hubs including LA, Miami, and New York.
=4. Mokulele Airlines
In joint fourth place is Mokulele Airlines, with 10 complaints, all of which were made in 2023. Translating to ‘Flying ship’ in Hawaiian, the airline operates exclusively in Hawaii, hopping between the various islands and covering destinations such as Honolulu, Kalaupapa, and Lana’i.
=4. Porter Airlines
Headquartered in Toronto, Porter Airlines also makes it into joint fourth place, with 10 complaints lodged against them in 2017.
The only airline to have hubs at both Toronto Pearson International Airport, and Billy Bishop Airport, Porter Airlines has served 5 million passengers, and flies to 30 destinations, including Boston, Chicago, and San Francisco.
=4. Cayman Airways
Also with 10 complaints, Cayman Airways makes it into joint fourth place, with complaints made in 2020.
The official airline carrier of the Cayman Airlines, its tagline is “those who fly us love us”, and it flies to Miami, New York, Tampa, Denver and Los Angeles… and it’s also worth mentioning that it’s got the cutest reward scheme name: Sir Turtle!
Rounding off positions six to nine are Pawa Dominicana, Olympic Airways, Cape Air; with Air Senegal, Czech Airlines, and Vietnam Airlines in joint 10th place, with 19 complaints each.
The most reliable airlines in Canada
To uncover the most reliable airlines in Canada, we looked at the total number of complaints resolved by each airline from 2017 to 2023, spanning everything from flight disruptions to baggage and communications.
1. China Eastern
Resolving just 103 complaints over the last seven years, China Eastern makes it into top place as the most reliable airline. 2017-18 was the year they resolved the most complaints, at 28, and 2021-22 the least, at 1..
2. Cathay Pacific
With just over 100 resolved complaints (108), Cathay Pacific is officially the second most reliable airline that flies to Canada.
The Hong Kong airline flies regularly to several Canadian destinations, including Toronto and Vancouver.
3. Etihad Airways
In third place is Etihad Airways, with 155 complaints resolved between 2017-2023, with 2019-20 being the year it resolved the most (40).
The national airline of the United Arab Emirates focuses on connecting the world through its hub in Abu Dhabi and offers daily flights to and from Canada.
4. British Airways
With 194 resolved complaints, British carrier British Airways makes it into fourth place for reliability. 2021-22 saw the most resolved complaints in Canada by far, at 55, with 2022-23 the least, at 13.
5. KLM
Rounding off our five most reliable airlines that fly into Canada is KLM, with 23O resolved complaints over the last seven years. Founded in 1919, KLM is one of the oldest airlines in the world still operating under its original name.
It covers destinations across mostly Europe but offers intercontinental flights as well.
Air India, Delta, Turkish Airlines, Air France, and Swoop make it into the top 10 reliable airlines, showing that there are many carriers based in Canada, the US, and Europe that are all dependable.
Gambling on the quality of airlines isn’t something you want to do while on vacation. For more information about cities across Canada and the US, visit Betway and browse the Betway blog.
Methodology
Sources:
|
Data Set |
Link |
|
Canadian Data |
https://otc-cta.gc.ca/eng/statistics-2022-2023 |
|
US Data |
https://www.transportation.gov/individuals/aviation-consumer-protection/air-travel-consumer-reports |
Methodology:
The first dataset “CA Airline Complaints Data” looks at the number of complaints for airlines operating in Canada, split by year. This data runs from April 2017 to March 2023, and is ranked by the total number of complaints resolved across this period.
The second dataset “CA Complaints Type Data” looks at the type of issues within the complaints for airlines operating in Canada, split by year. Do note that the total number of issues does not equal the total number of complaints, as complaints can have more than one issue. This data runs from April 2017 to March 2023, and is ranked by the total number of issues across this period.
The third dataset “US Airline Complaints Data” looks at the number of complaints for airlines operating in the US, split by year. This data runs from January 2017 to May 2023, and is ranked by the total number of complaints across this period.
The fourth dataset “US Complaints Type Data” looks at the type of complaints for airlines operating in the US, split by year. This data runs from January 2017 to May 2023, and is ranked by the total number of complaints across this period.
All data is correct as of 11/06/2024. The ranking data shown is a compilation of multiple data sources and may not be representative of real life. All data is accurate with regards to the sources provided.
Canadian data only includes complaints that were submitted to the CTA – they do not reflect the total number of air travel complaints against air carriers. Many travellers resolve their complaints directly with the carrier. US data lists airlines separately only if they had five or more complaints against them within the duration of the reporting period.
US complaint types are defined as follows:
· Flight problems: Cancellations, delays, or any other deviations from schedule, whether planned or unplanned.
· Oversales: All bumping problems, whether or not the airline complied with DOT oversales regulations.
· Reservations, ticketing, and boarding: Airline or travel agent mistakes made in reservations and ticketing; problems in making reservations and obtaining tickets due to busy telephone lines or waiting in line, or delays in mailing tickets; problems boarding the aircraft (except oversales).
· Fares: Incorrect or incomplete information about fares, discount fare conditions and availability, overcharges, fare increases and level of fares in general.
· Refunds: Problems in obtaining refunds for unused or lost tickets or fare adjustments.
· Baggage: claims for lost, damaged or delayed baggage, charges for excess baggage, carry-on problems, and difficulties with airline claims procedures.
· Customer service: Rude or unhelpful employees, inadequate meals or cabin service, treatment of delayed passengers, unsatisfactory seat assignment (non-disability), problems with family seating.
· Other: Frequent flyer, smoking, tours credit, cargo problems, security, airport facilities, claims for bodily injury, sexual assault/misconduct, and others not classified above.
