Airlines Did a Better Job for Passengers in 2011 Airline performance improved last year as judged by four measures - passengers who endured lost bags, delayed flights, lousy service or bumpings from full flights, according to an annual report to be released Monday. The report was compiled by Wichita State University business professor Dean Headley in Kansas and Perdue University aviation technology professor Brent Bowen in Indiana. It is based on 2011 data submitted to the Department of Transportation by nation's 15 largest airlines. On-time performance Industry average, 80 percent of flight on-time Hawaii Airlines, 92.8 Alaska Airlines, 88.2 AirTran Airways, 84.4 Mesa Airlines, 83.7 Delta Air Lines, 82.3 Southwest Airlines, 81.3 United Airlines, 80.2 US Airways, 79.8 SkyWest Airlines, 79.3 Frontier Airlines, 79.2 American Airlines, 77.8 Continental Airlines, 77.1 American Eagle, 76.3 Atlantic Southeast Airlines, 75.2 JetBlue Airways, 73.3 Passengers bumped from flight Industry average, 0.78 denied boarding per 10,000 passengers JetBlue, 0.01 Hawaiian, 0.11 Delta, 0.31 AirTran, 0.57 Southwest, 0.65 SkyWest, 0.68 Alaska, 0.82 Atlantic Southeast, 0.91 American, 0.92 US Airways, 0.94 Frontier, 0.97 United, 1.01 Continental, 1.49 American Eagle, 2.24 Mesa, 2.27 Lost or mishandled bags Industry average, 3.35 percent per 1,000 passengers AirTran, 1.63 Frontier, 2.21 2) JetBlue, 2.21 4) Hawaiian, 2.63 5) Delta, 2.66 6) US Airways, 2.70 7) Alaska, 2.87 8) Continental, 3.35 9) American, 3.55 10) Southwest, 3.65 11) United, 3.66 12) SkyWest, 4.13 13) Mesa, 4.87 14) Atlantic Southeast, 5.52 15) American Eagle, 7.32 Consumer complaints submitted to the Department of Transportation Industry average, 1.19 complaints per 100,000 passengers Southwest, 0.32 Alaska, 0.48 Mesa, 0.62 Hawaiian, 0.70 AirTran, 0.72 SkyWest, 0.73 Frontier, 0.76 Atlantic Southeast, 0.88 JetBlue, 1.08 Delta, 1.23 American Eagle, 1.45 American, 1.46 Continental, 1.81 US Airways, 1.91 United, 2.21