Last Updated on July 22, 2026 by Daniel Globe
Choosing an airline is about more than price and schedule — it’s about safety, reliability, and how well a carrier treats you when things go wrong. Aviation analysts and frequent flyers tend to judge airlines against a consistent set of criteria: safety and maintenance, punctuality, customer service, fleet quality, reputation, transparency, and financial health. Here’s what each of those factors actually means, with real-world examples of airlines that do them well — including how a carrier like WestJet stacks up.
Quick Answer
A good airline consistently delivers on safety, punctuality, customer service, and transparency, while operating a modern fleet and remaining financially stable. No single metric tells the whole story — the best carriers perform well across all of these areas rather than excelling at just one.
Key Takeaways
- Regulatory oversight from bodies like the FAA and EASA sets the baseline for safety, but the strongest airlines invest well beyond the minimum.
- On-time performance varies significantly year to year — always check current-year data rather than relying on older averages.
- Customer service quality shows up in staff training, responsiveness on social media, and how complaints get resolved.
- A newer fleet generally means better fuel efficiency and fewer mechanical delays.
- Industry awards (like Skytrax) and crisis-handling track records shape long-term reputation.
- Clear, proactive communication about delays and cancellations builds passenger trust.
- Financial stability determines whether an airline can keep investing in safety and service through downturns.
Safety and maintenance standards are the foundation passenger trust is built on. Airlines are subject to strict oversight from aviation authorities such as the Federal Aviation Administration (FAA) in the United States and the European Union Aviation Safety Agency (EASA) in Europe, which mandate inspections, maintenance checks, and operational protocols.
The FAA, for example, requires detailed annual inspections of commercial aircraft covering engines, navigation systems, and emergency equipment, so that potential issues are caught before they become risks to passengers. Many airlines go further than the minimum requirements: several major carriers now use predictive-maintenance systems that apply real-time flight data and analytics to flag potential mechanical issues before they cause a delay or safety event, reducing both risk and downtime.
Airlines also run regular safety audits and recurring training for pilots, cabin crew, and ground staff to keep emergency procedures current. These layered measures — regulatory compliance plus voluntary investment — are what separate airlines with strong long-term safety reputations from the rest of the industry.
On-Time Performance
On-time performance (OTP) is one of the most closely watched metrics in the industry because it reflects an airline’s ability to actually deliver on its published schedule. U.S. carriers report this data monthly to the Department of Transportation, and third-party analytics firms like Cirium publish annual rankings.
Note: On-time performance can swing significantly year to year due to staffing, weather, and one-off disruptions — always check the most recent full-year data rather than assuming past performance holds.
Southwest Airlines is a useful example of that volatility: in 2022, a historic December operational meltdown dragged its full-year on-time arrival rate down to 73.18%, among the weakest of the major U.S. carriers that year. By 2023 the airline had recovered to roughly 82.3%, and Cirium named it North America’s most on-time airline in early 2025 with an on-time arrival rate above 82%. The lesson: a single bad year (or a single good one) doesn’t define an airline’s long-term reliability — look at multi-year trends.
Factors influencing OTP go beyond airline practices alone; weather and airport congestion play a major role. Carriers that invest in robust scheduling systems, buffer time, and contingency planning — and that partner closely with airports and air traffic control — tend to perform more consistently. American Airlines and Delta Air Lines, for instance, both use data-driven scheduling to adjust proactively to disruptions, which is part of why Delta has ranked among the most punctual North American carriers in recent Cirium reports.
Customer Service and Satisfaction
Customer service shapes how passengers perceive an airline experience as much as safety or punctuality do. Quality varies widely between carriers — some prioritize personalized service, others prioritize efficiency and low fares — and airlines that invest in staff training tend to handle disruptions and complaints more gracefully.
Singapore Airlines is frequently cited as a benchmark here: its cabin crew training goes beyond operational procedure into cultural sensitivity and service consistency, which is part of why the airline routinely ranks near the top of global satisfaction surveys. Customer satisfaction today is measured through more channels than ever — surveys, app reviews, and social media response times all factor in. Airlines that respond quickly and visibly to complaints, rather than only through internal channels, tend to build more loyalty. JetBlue and Southwest have both built reputations for active, responsive social media customer service teams.
Loyalty programs also shape the experience — priority boarding, upgrades, and lounge access all reward repeat customers and are a meaningful part of how airlines differentiate on service beyond the flight itself.
Fleet Size and Age
| Year | Fleet Size | Average Age |
|---|---|---|
| 2015 | 100 | 5 years |
| 2016 | 110 | 6 years |
| 2017 | 120 | 7 years |
| 2018 | 130 | 8 years |
Illustrative growth pattern for a mid-size carrier expanding its fleet over time; actual figures vary by airline and year.
Fleet size and age both affect what an airline can offer passengers. A larger fleet supports more routes and higher flight frequency — global carriers with fleets in the hundreds of aircraft can serve well over a hundred destinations across multiple continents. Fleet age matters just as much: newer aircraft, like the Boeing 787 Dreamliner, use lighter composite materials and more efficient engines, which lowers fuel burn and emissions compared with older-generation jets.
Airlines that modernize their fleets tend to see lower operating costs and fewer mechanical delays, while older aircraft typically require more frequent maintenance and burn more fuel per flight. The trade-off airlines constantly manage is between expanding capacity and keeping the fleet young enough to stay efficient and reliable.
Reputation and Awards
An airline’s reputation is shaped by its performance across safety, service, and reliability — and industry awards are one visible signal of that. The Skytrax World Airline Awards, based on passenger surveys, are among the most closely watched in the industry, and carriers like Qatar Airways and Singapore Airlines have consistently ranked near the top for overall service quality.
Reputation isn’t built on awards alone — how an airline handles a crisis matters just as much. During the COVID-19 pandemic, airlines that offered flexible rebooking policies and clear health protocols generally preserved more passenger trust than those that didn’t. Social media has also become a significant factor: airlines that engage constructively with customers online, rather than only defensively, tend to maintain a stronger public image over time.
Transparency and Communication
Clear communication about schedules, delays, and cancellations is one of the fastest ways an airline can build or lose trust. Airlines that prioritize transparency typically push real-time updates through apps, websites, and social media rather than making passengers chase information at the gate. Alaska Airlines, for example, has built a well-regarded app experience for real-time flight tracking and gate-change alerts.
Good communication also extends to how complaints are handled. Airlines with responsive, visible support — Southwest’s social media team is a frequently cited example — tend to defuse frustration faster and retain more customer goodwill than carriers that go quiet during disruptions.
Value for Money
Price alone doesn’t determine airline quality, but it’s part of how passengers weigh their options. Low-cost carriers like Ryanair compete primarily on fare, often with add-on fees for bags, seat selection, and food. Full-service airlines like British Airways build more into the base fare — checked bags, meals, and seat selection — but charge more upfront. Neither model is objectively “better”; the right choice depends on what a traveler actually values, which is why comparing an airline’s total cost (fare plus likely add-ons) against what’s included matters more than the headline price.
Financial Stability
An airline’s financial health determines how well it can weather fuel-price swings, economic downturns, or global disruptions while still investing in fleet upgrades and service. Investors and analysts typically look at revenue growth, profit margins, and debt levels as indicators of stability. Airlines with consistent profitability are better positioned to reinvest in safety and service improvements rather than cutting corners during downturns — and history has shown that financially stronger carriers generally recover faster and adapt more effectively during industry-wide shocks like the COVID-19 pandemic.
Comparison with Other Airlines
Different airlines excel in different areas. Low-cost carriers like Ryanair focus on minimizing fares and frills, while full-service carriers like British Airways prioritize a more complete onboard experience. Regional differences matter too — Asian carriers such as Singapore Airlines are frequently praised for service standards that outpace some North American counterparts, which often compete more on cost efficiency.
Comparing airlines across safety records, on-time performance, and customer satisfaction — rather than price alone — gives travelers a much clearer picture of what to expect. That’s also where a carrier like WestJet fits into the conversation: it’s a mainstream example of a low-cost model that has expanded into more full-service territory over time.
WestJet is a Canadian airline that began flying in 1996 and has grown into one of the country’s largest carriers, now serving roughly 100+ destinations across North America, Central America, the Caribbean, and Europe following its integration with Sunwing. It’s generally well regarded for customer service, reasonably comfortable seating, and a solid safety record backed by recognized certifications — while operating firmly within the value-for-money space rather than positioning itself as a luxury full-service carrier.
At a Glance: WestJet
| Founded | 1996, Calgary, Alberta |
| Model | Low-cost carrier, expanding toward full-service |
| Destinations | 100+ across North America, Central America, the Caribbean, and Europe |
| Loyalty Program | WestJet Rewards |
Understanding these criteria — safety, punctuality, service, fleet quality, reputation, transparency, value, and financial stability — gives travelers a much more useful framework for choosing an airline than price or brand recognition alone. Each factor plays a different role in shaping the overall experience, and the strongest airlines tend to perform reasonably well across all of them rather than excelling at just one.
Frequently Asked Questions
What is WestJet?
WestJet is a Canadian airline founded in 1996 and headquartered in Calgary, Alberta. Originally launched as a low-cost carrier, it has grown into one of Canada’s largest airlines, now serving more than 100 destinations across North America, Central America, the Caribbean, and Europe.
Is WestJet a good airline?
WestJet is generally well regarded, known for friendly customer service, comfortable seating, and a solid on-time performance and safety record. It has also received industry recognition for service and safety standards over the years.
What amenities does WestJet offer?
WestJet offers in-flight entertainment, complimentary snacks and beverages, and the option to purchase premium meals and drinks. Its WestJet Rewards program lets frequent flyers earn and redeem points on flights and vacation packages.
What is the seating like on WestJet flights?
WestJet offers standard economy seating, Premium economy with extra legroom, and business class with additional amenities on select routes. Passengers can also select their seat in advance for a fee.
Does WestJet have a good safety record?
WestJet maintains a strong safety record and is recognized for its commitment to safety and maintenance standards, including relevant industry certifications for its safety practices.
Sources
- U.S. Department of Transportation Air Travel Consumer Report — 2022 on-time performance data for U.S. carriers
- J.D. Power North America Airline Satisfaction Study — customer satisfaction benchmarking
- WestJet overview, Wikipedia — founding date, fleet, and destination figures
- WestJet Media Room — current destination count and fleet size post-Sunwing integration