Embry-Riddle Aeronautical University
The Airline Quality Rating (AQR) is the premier statistical study of major airline performance in the United States, objectively comparing airline quality.
2018 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 2017 shows an industry that improved in overall performance quality over the previous year. Nine airlines (American, ExpressJet, Frontier, Hawaiian, JetBlue, SkyWest, Southwest, Spirit and United) showed improvement in AQR scores in 2017. Frontier had the largest improvement in their AQR score in 2017. Three airlines (Alaska, Delta and Virgin America) all had a decline in their 2017 AQR score from the previous year. Virgin America had the largest decline in AQR score for 2017.
The overall industry AQR score improved for 2017. Taking all 12 rated airlines together, the AQR score for the industry improved from a level of -0.95 in 2016 to -0.79 in 2017. The 2017 score is the best AQR score in the 27 year history of the rating. The industry AQR score has improved each year for the past three years (2015, 2016, 2017). Improved performance was seen in three of the four areas tracked.
The industry mishandled baggage rate was better, decreasing from 2.70 per 1,000 passengers in 2016 to 2.46 per 1,000 passengers in 2017.
Involuntary denied boardings by the industry improved to 0.34 per 10,000 passengers in 2017 from 0.62 per 10,000 passengers in 2016.
The consumer complaint rate across the industry declined to 1.35 per 100,000 passengers in 2017 from 1.52 per 100,000 passengers in 2016. Of the 11,570 complaints registered with the DOT regarding all U.S. domestic carriers, 74% were for flight problems, baggage problems, reservation, ticketing and boarding issues, or customer service problems. The 10% decrease in the rate of consumer complaints in 2017 suggests that improved performance in important areas to consumers has been noticed.
As an industry, the AQR criteria show that on-time arrival percentage was down (80.2% in 2017 compared to 81.4% in 2016).
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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 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.
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The Researchers
Dr. Brent D. Bowen
Embry-Riddle Aeronautical University
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
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
Office: (316) 978-3367
dean.headley@wichita.edu
dean.headley@wichita.edu