Flexibility and commitment

How changes, cancellations, and aircraft swaps are handled.

What we measure

• A public rule or price, when one exists.
• A contract term a buyer can ask to see.
• The absence of that term, stated plainly.
• No adjective in place of a missing number.

What a 9, a 6, and a 3 look like

A 9 means the term is public, specific, and checked against a second source.

A 6 means the product is identifiable, but price or rules are incomplete.

A 3 means the buyer cannot tell what they will receive.

Companies

This column is the editorial score for flexibility.

Back to methodology