Methodology
PassengerVoice ranks airlines using a transparent, public formula. Airlines cannot pay to change their score.
Every airline starts each month at 100. Verified passenger reports apply deductions; positive outcomes apply small bonuses. The score is clamped between 0 and 100.
| Issue type | Deduction |
|---|---|
Cancellation The flight was called off before departure. | −4 |
Denied boarding / Overbooking You had a valid ticket but were not allowed to board, often because the flight was oversold. | −4 |
Improper boarding (inadmissible passenger) The airline let you fly to a country where you were then refused entry — they should have stopped you at check-in. | −4 |
Missing baggage Your checked bag never arrived and is still missing. | −3 |
Delayed baggage not delivered Your bag was late and the airline never delivered it to you as promised. | −3 |
Damaged baggage Your bag arrived broken, torn or with damaged contents. | −2 |
Poor transit care During a stopover or layover you were left without meals, hotel, information or help. | −3 |
Significant delay The flight departed or arrived much later than scheduled. | −2 |
Refund issue The airline refused, delayed or ignored a refund you were owed. | −2 |
Poor customer service Staff were rude, unhelpful, or unreachable when you needed assistance. | −1 |
Other Any other issue that doesn't fit the categories above. | −1 |
| Severity | Extra deduction |
|---|---|
| Low | — |
| Medium | −1 |
| High | −3 |
| Critical | −5 |