Airline Quality and the Consumer Perception

Brent D. Bowen, Embry-Riddle Aeronautical University
Dean E. Headley, Wichita State University
Mary Fink, Embry-Riddle Aeronautical University
Madeline Kuhn, Embry-Riddle Aeronautical University


Operational performance of the U.S. airline industry has been monitored for the past 27 years by a quantitative model of metrics known as the Airline Quality Rating. The National Airline Quality Rating ( sets the industry standard for comparing performance quality among U.S. airlines. Criteria included in the Airline Quality Rating (AQR) report are screened to meet two basic elements: (1) they must be readily obtainable from published data sources for each airline, and (2) they must be important to consumers regarding airline quality. Results from this report are retrieved from the April 2016 Airline Quality Rating Report.