The Airline Quality Rating (AQR) is the premier statistical study of major airline performance in the United States, objectively comparing airline quality.
2020 Airline Rankings
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Get the full 2020 AQR Report PDF with detailed airline and industry analysis and conclusions.
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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 2020, reflects monthly Airline Quality Rating scores for calendar year 2019. AQR scores for 2020 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 2019.
The Airline Quality Rating 2020 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 2019. 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 2019 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 2019, and industry results. Also, comparative Airline Quality Rating data for 2018 are included, where available, to provide historical perspective regarding performance quality in the industry.
Dr. Bowen’s and Dr. Headley’s research on the development of the national Airline Quality Rating (AQR) is viewed by more than 75 million people each year and is annually featured by national news outlets such as ABC’s Good Morning America, The Cable News Network, The Today Show, C-Span, USA Today, The Associated Press, The Wall Street Journal, Aviation Week and Space Technology, the network evening news shows, and in numerous other national and international media. Bowen and Headley have served as invited expert witnesses before the U.S. House of Representatives Committee on Government Operations and have served as invited speakers and panelists for such groups as the National Academy of Sciences/Transportation Research Board, Department of Transportation and other Congressional and Executive panels.
The Researchers
Dr. Brent D. Bowen
Embry-Riddle Aeronautical University
Dr. Brent D. Bowen is a professor of Aeronautical Science and former Dean of the College of Aviation at Embry-Riddle Aeronautical University in Prescott, Arizona. Previously, Dr. Bowen chaired the Department of Aviation Technology at Purdue University. Dr. Bowen attained his 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.
Dr. Bowen has authored and co-authored numerous successful grant proposals totaling awards exceeding $25 million and has over 500 publications, papers and program appearances to his credit. His research interests focus on aviation applications of public productivity enhancement and marketing channels, specifically in the areas of service quality evaluation, benchmarking, safety, and security.
Dr. Bowen is an active industry consultant, pilot, and former fixed-base operator and scheduled air carrier operator. He served on the National Research Council Steering Group on the Small Aircraft Transportation System and was named by the FAA Administrator to a National Academy of Science study group on airspace optimization as a component of the Next Generation Air Transportation System. Additionally, Dr. Bowen was appointed by the FAA Administrator to serve on a National Academy of Science panel to examine the need to cultivate a future generation of transportation leaders.
Embry-Riddle Aeronautical University
3700 Willow Creek Road
Prescott, AZ 86301-3720
Dr. Dean E. Headley
Wichita State University
Dr. Dean E. Headley is Emeritus Professor of Marketing in the Department of Marketing at the W. Frank Barton School of Business of 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
dean.headley@wichita.edu