Originally Posted by VegasGambler

This is really mostly about operations and had very little to do with the customer. You know how people complain that the GAs want the door shut at T-10 or earlier no matter what? That will often inconvenience customers trying to make a tight connection but will help with this ranking (more on-time departures and arrivals).

Originally Posted by beachmouse

I’d argue that customer service and operations are pretty tightly tied together when understaffing leads to both flight cancellations and then extreme difficulty in getting a passenger rebooked to their final destination.

And for things like bags on time, Delta makes it both with their ‘20 minutes or 2500 miles’ guarantee