The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline quality on combined multiple performance criteria. This current report, Airline Quality Rating 2000, reflects monthly Airline Quality Rating scores for 1999. AQR scores for the calendar year 1999 are based on 14 elements that focus on airline performance areas important to air travel consumers.

The Airline Quality Rating 2000 is a summary of month-by-month quality ratings for the ten major U.S. airlines operating during 1999. Using the Airline Quality Rating system of weighted averages and monthly performance data in the areas of on-time arrivals, involuntary denied hoardings, mishandled baggage, and a combination of 11 customer complaint categories, major airlines comparative performance for the calendar year of 1999 is reported. This research monograph contains a brief summary of the AQR methodology, detailed data and charts that track comparative quality for major airlines domestic operations for the 12 month period of 1999, and industry average results. Also, comparative Airline Quality Rating data for 1998, are included for each airline to provide historical perspective regarding performance quality in the industry.