Scholarly Commons

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.

Visit the AQR website