Abstract/Description

Take the 2014 Airline Passenger Survey

Airline performance in 2013 was the highest since the Airline Quality Rating started in 1991. Of the 15 carriers rated for performance in both 2012 and 2013, eight airlines improved, six airlines declined and one is new to the rankings. The industry improved in two of the four elements of the AQR: involuntary denied boardings and customer complaints. However, performance declined in on-time performance and baggage handling in 2013.

The Airline Quality Rating (AQR) is a joint research project funded as part of faculty research activities at Wichita State University and Embry-Riddle Aeronautical University.

Document Type

Article

Publication/Presentation Date

4-7-2014

Keywords

airline quality rating, AQR, airline, customer service

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