Feds Launch New Webpage to Help Travelers Know Their Flying Rights
The Airline Quality Rating (AQR) is the premier statistical study of major airline performance in the United States, objectively comparing airline quality.
2017 Airline Rankings
The Airline Quality Rating (AQR) is the most comprehensive study of performance and quality of the largest airlines in the United States. The rating is a multifactor examination of the airlines based on mishandled baggage, consumer complaints, on-time performance and involuntary denied boardings.
The Airline Quality Rating industry score for 2016 shows an industry that improved in overall performance quality over the previous year. Nine airlines (Alaska, American, Delta, ExpressJet, Frontier, SkyWest, Southwest, Spirit and United) showed improvement in AQR scores in 2016. Spirit had the largest improvement in their AQR score for 2016. Three airlines (Hawaiian, JetBlue and Virgin America) all had a decline in their 2016 AQR score from the previous year. JetBlue had the largest decline in AQR score for 2016.
The industry mishandled baggage rate was better, decreasing from 3.24 per 1,000 passengers in 2015 to 2.70 per 1,000 passengers in 2016.
Involuntary denied boardings per passenger served by the industry improved to 0.62 per 10,000 passengers in 2016 from 0.76 per 10,000 passengers in 2015.
The consumer complaint rate across the industry declined to 1.52 per 100,000 passengers in 2016 from 1.90 per 100,000 passengers in 2015.
AQR criteria show that the on-time arrival percentage was better in 2016 (81.4% compared to 79.9% in 2015).
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Previous Reports
AQR Reports for all previous years — dating back to 1991 — are available for download.
About the Research
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 2017, reflects monthly Airline Quality Rating scores for calendar year 2016. AQR scores for 2017 are based on 15 elements in four major areas that focus on airline performance aspects important to air travel consumers over the calendar year 2016.
The Airline Quality Rating 2017 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 2016. 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 2016 is reported.
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Embry-Riddle Aeronautical University
The Researchers
Dr. Brent D. Bowen
Embry-Riddle Aeronautical University
Dr. Brent D. Bowen
As an industry consultant, pilot and former fixed-base operator, and scheduled air carrier operator, Bowen has been an invited expert witness before the U.S. House of Representatives Committee on Government Operations and an invited speaker and panelist. Bowen holds a Doctorate in Aviation Sciences from Oklahoma State University and a Master of Business Administration degree from Oklahoma City University. His Federal Aviation Administration certifications include Airline Transport Pilot (Type-rated Douglas DC-3 SIC), Certified Flight Instructor (SEL, MEL, Instrument) with Gold Seal, Advanced-Instrument Ground Instructor, Aviation Safety Counselor, and Aerospace Education Counselor.
Embry-Riddle Aeronautical University
3700 Willow Creek Road
Prescott, AZ 86301-3720
Office: (928) 777-6621
Dr. Dean E. Headley
Wichita State University
Dr. Dean E. Headley
Associate Professor of Marketing in the Department of Marketing at the W. Frank Barton School of Business, Wichita State University. He holds a Doctorate in Marketing and Statistics from Oklahoma State University, a Master of Business Administration Degree from Wichita State University, and a Master of Public Health Degree from the University of Oklahoma. Dr. Headley’s research interests include methodology development for measurement of service quality, the connection between service quality and consumer behavior, consumer choice processes in service settings, and the effects of marketing activities on consumers and providers of services.
Wichita State University
W. Frank Barton School of Business
304 Clinton Hall
Wichita, KS 67260-0084