Airline Quality Rating 2021: The 31th year reporting airline performance

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Authors
Bowen, Brent D.
Headley, Dean E.
Issue Date
2021-05
Type
Research report
Language
en_US
Keywords
Airlines--Quality Control , Airlines--Rating of , Quality assurance , Customer satisfaction
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Alternative Title
AQR 2021
Abstract

The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method for assessing airline quality on combined multiple performance criteria. This current report, the Airline Quality Rating 2021, reflects monthly Airline Quality Rating scores for calendar year 2020. AQR scores for 2021 are based on 15 elements in four major areas that focus on airline performance aspects important to air travel consumers over the calendar year of 2020. The Airline Quality Rating 2021 is a summary of month-by-month quality ratings for U.S. airlines that are required to report performance by virtue of having at least 0.05% of domestic scheduled-service passenger revenue during 2020. Using the Airline Quality Rating system of weighted averages and monthly performance data in the areas of on-time arrivals, involuntary denied boardings, mishandled baggage, and a combination of 12 customer complaint categories, the AQR reports airlines’ comparative performance for the calendar year of 2020. This research monograph contains a summary of the AQR methodology and detailed data that track comparative performance quality for domestic airline operations for the 12-month period of 2020 and the industry. Also, comparative Airline Quality Rating data for 2019 are included, where available, to provide historical perspective regarding performance quality in the industry.

Description
Includes research data (charts and tables.)
Citation
Bowen, B. D., & Headley, D. E. Airline Quality Rating 2021. Wichita State University, 2021.-- 26 p.
Publisher
Wichita State University
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