Methodology
Transparency is core to how FlightFix works. This page explains exactly how our numbers are calculated.
Ratings
Every rating (overall, service, punctuality, comfort, value) is a 1-5 score submitted directly by a passenger about a specific flight. Displayed averages are a simple mean of all published ratings for that airline, route, or problem category.
Resolution rate
Resolution Rate = fully resolved incidents ÷ all incidents with a known status (resolved, partially resolved, or unresolved). We show this as a plain percentage. Where we instead show a weighted score that counts partial resolutions as half credit, we always label it 'Resolution Score' so it is never confused with the plain rate.
Would fly again
Would Fly Again % = passengers who answered 'yes' ÷ all passengers who answered yes, no, or unsure for that airline. 'Unsure' responses count toward the total but not toward the 'yes' share.
Solution helpfulness
Helpfulness % = helpful votes ÷ (helpful votes + not-helpful votes) on a solution. Each signed-in passenger may cast one vote per solution, enforced at the database level.
Minimum sample sizes
We only display a metric once at least 5 relevant reports exist, and an airline only receives a formal ranking position once at least 20 relevant reports exist. Below that, we show 'not enough reports yet' instead of a misleading number. Sample size is always shown alongside every metric.
Unverified passenger reports
Most submissions are unverified: we confirm the submitter has a verified email address, but we do not independently confirm that the flight, incident, or outcome occurred exactly as described. Verification status is shown per submission, and we plan to add stronger verification (e.g. boarding pass upload) over time.
Moderation
Reported content is reviewed against our Community Guidelines. Content can be marked under review, hidden, or removed. We prefer hiding over deleting so removed content can be audited if a dispute arises.
Ranking eligibility
Rankings only include active airlines with enough relevant reports (see 'Minimum sample sizes' above). Airlines below the threshold are excluded from ranked positions rather than assigned a misleadingly high or low rank.
Manipulation protections
Voting requires a signed-in account and is limited to one vote per solution per person, enforced by a database constraint. We monitor for unusual submission or voting patterns, including coordinated activity, and may remove content that appears manipulated.
What FlightFix verifies
We verify that an account has a confirmed email address before it can publish content or vote.
What FlightFix does not verify
We do not verify that a described flight, cancellation, delay, or resolution actually happened, nor do we independently confirm any airline's response. Treat every report as a passenger's own account of their experience.