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    Ranking the Airlines

    From on-time flights to lost bags, new airline quality survey shows who's hot and who's not

    Claire St. Amant
    Apr 8, 2014 | 4:12 pm

    A delayed flight or lost bag can really put a damper on travel. To keep airlines accountable and passengers informed, the Airline Quality Index outlines the best and worst flying experiences. For the second year in a row, Virgin America earned the index's No. 1 ranking.

    Using weighted data for on-time flights, overbooked passengers, lost bags and complaints, the Airline Quality Index has been compiled annually since 1991. This year, however, marked an important milestone.

    "The Airline Quality Rating score for 2013 was the best industry score for all of the 23-year history," the researchers said.

    "Southwest shows poorer performance for 2013 and was the only airline to show decline in all four areas rated," the researchers said.

    While the overall ratings improved, two key areas declined for the airline industry as a whole: on-time arrival percentage and lost bags. On the plus side, overbooked flights and customer complaints decreased from 2012 to 2013.

    Virgin America's top ranking is credited to on-time flights (82 percent) and a rate of less than one lost bag per 1,000 passengers. The industry average for lost bags is more than three times higher than Virgin America's figure. Virgin's customer complaint rate, however, is higher than most of its competitors.

    Virgin hopes to secure two new gates at Dallas Love Field in October, when American Airlines merges with US Airways. The timing coincides with the expiration of the Wright Amendment, which restricted flights from Love Field since 1979.

    Jet Blue earned second place on the index, buoyed by the lowest customer complaint and overbooked flight rates of all airlines. On-time flights are the weak link at Jet Blue, where only 74 percent of planes take off as scheduled.

    Dallas-based Southwest Airlines came in at No. 8, just behind US Airways and a slot ahead of neighboring American Airlines. Southwest has been on the decline since 2007, when it earned a No. 3 ranking on the index. Since then, it has dropped from the fifth, sixth and seventh slots.

    Southwest's on-time flights decreased from 83 percent in 2012 to 77 percent in 2013; its lost bags, customer complaints and overbooked flights all increased from last year.

    "Overall, Southwest shows poorer performance for 2013 and was the only airline to show decline in all four areas rated," the researchers said.

    unspecified
    news/travel

    Jet setting

    Luxury private terminal PS lands at DFW Airport ahead of World Cup

    John Egan
    May 20, 2026 | 1:54 pm
    PS
    Photo courtesy of PS
    PS Direct service provides a personal greeting and escort to and from the terminal.

    Talk about traveling in style. Just in time for this summer’s FIFA World Cup soccer matches in Dallas-Fort Worth, a private, luxury terminal is opening at Dallas Fort Worth International Airport to accommodate well-to-do passengers.

    A company called PS (formerly known as The Private Suite) will debut the 12,200-square-foot private, gated terminal on June 1. The terminal, located adjacent to DFW’s corporate aviation facility, will enable travelers to skip the airport’s main terminals, bypassing traditional airport lines in favor of dedicated security and screening.

    And to be clear, this is for passengers flying commercial - not those in private jets.

    In a release, PS says its facilities are “designed to eliminate the friction at every stage of travel — transforming the journey into a refined and seamless experience, from beginning to end.” The company sells individual and corporate memberships.

    The “refined and seamless” PS experience is practically fit for royalty. Guests can choose among two offerings:

    • The Salon, a social lounge geared toward solo travelers and small groups. It features a 40-foot bar that pays homage to old-fashioned Southern bars.
    • Private lounges, each of which evokes “a deeply personal, homey feel” to support relaxation.

    Perks for PS customers include a chef-prepared menu, spa services, and a BMW chauffeur service. The DFW chauffeur service, which will whisk passengers directly from their aircraft to their hotels or homes, is set to launch later this year.

     PS No mingling with riff raff at security.Photo by Jenna Peffley

    Dallas-based designer Jean Liu created the look of the terminal, which PS says “introduces an elevated, design-forward approach.” The terminal’s textures, colors, materials, and art reflect themes of Western landscapes and cowboy culture.

    In one lounge area inside the terminal, warm taupes and tans dominate the walls and round coffee table, while the sofa and flooring feature a generous dusting of charcoal and deep brown. All three chairs are upholstered in a mushroom-tone fabric. The entire palette exudes the feeling of a desert landscape.

    Complementing its surroundings, a large piece of bold abstract art hanging on one of the lounge area’s walls incorporates black, cobalt blue, deep red/pink, yellow, and white hues.

    “We leaned into the notion of Southern hospitality for this project,” Liu says. “As much as possible, we pushed the envelope to incorporate residential elements — rather than what you’d typically see in a commercial space — to truly make this feel like stepping into someone’s home. PS DFW is designed to be warm, elevated, and welcoming for everyone passing through.”

    PS private terminal DFW The Salon features a mural by Dallas artist Amy Berlin.Photo by Jenna Peffley

    One of the highlights of The Salon: a mural by Dallas artist Amy Berlin in collaboration with Los Angeles artist Candice Kaye. Made of suitcase liners, maps, vintage text, and other materials in Berlin’s signature paper-collage style, the DFW-inspired textures “meet the energized pulse of global travel, inviting whimsy, retreat and calm,” says PS.

    The art installations at PS DFW, curated by Los Angeles-based Creative Art Partners, center on “texture and materiality, balancing expressive abstract works with more subtle references to the tones and warmth of Dallas,” the company says. “Softer narrative pieces are woven throughout, creating moments of contrast and pause.”

    The DFW terminal and soon-to-open facilities in Miami and Paris represent the next steps in PS’ plan to open private terminals at every major U.S. airport by 2030. The Los Angeles-based company already operates terminals at Los Angeles International Airport and Atlanta Hartsfield International Airport.

    “As we expand, our focus remains on reimagining the airport experience by bringing the privacy, comfort, and personalized service of a five-star hotel into the journey itself,” says Amina Belouizdad Porter, CEO of PS.

    PS will surely be a welcome option for some travelers arriving with high-priced tickets to the nine World Cup games being contested in Arlington, June 14-July 14, 2026.

    While PS memberships are available, a la cart experiences are offered, as well. According to the website, The Salon begins at $1,295 per person; private suite rate is $4,950 for up to 4 travelers; and PS Direct service is $1,650 per person.

    luxury
    news/travel

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