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Airline Quality Rating 2018: The 28th year reporting airline performance
Bowen, Brent D. Headley, Dean E.
Bowen, Brent D.
Headley, Dean E.
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Adobe PDF, 1.91 MB
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Issue Date
2018-04-09
Type
Research report
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Keywords
Airlines--Quality control,Airlines--Rating of,Quality assurance,Consumer satisfaction
Subjects (LCSH)
Citation
Bowen, B. D., & Headley, D. E. (2018). Airline Quality Rating 2018. Wichita State University. -- 54 pages
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 2018, reflects monthly Airline Quality Rating
scores for calendar year 2017. AQR scores for 2018 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 2017.
The Airline Quality Rating 2018 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 1% of domestic
scheduled-service passenger revenue during 2017. 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, airlines’ comparative performance for the calendar year of 2017 is
reported. This research monograph contains a brief summary of the AQR methodology,
detailed data and charts that track comparative quality for domestic airline operations for the
12-month period of 2017, and industry results. Also, comparative Airline Quality Rating data
for 2016 are included, where available, to provide historical perspective regarding
performance quality in the industry.
Table of Contents
Description
Includes research data (charts and tables.)
Publisher
Wichita State University