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Embry-Riddle Scholarly Commons · Industry report (AQRR)

Airline Quality Rating 2014

Published 2014-04-07 From Embry-Riddle Aeronautical University 2 authors
View on Embry-Riddle Scholarly Commons ↗

Attribution

This is the abstract and citation. Full text lives at Embry-Riddle Scholarly Commons — we link out rather than host. All credit to the authors and Embry-Riddle Aeronautical University.

Abstract

Verbatim from Embry-Riddle Scholarly Commons. Not paraphrased, not summarized.

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.

Authors

  • Bowen, Brent D. Embry-Riddle Aeronautical University
  • Headley, Dean E. Embry-Riddle Aeronautical University

Keywords

  • airline quality rating
  • AQR
  • airline
  • customer service

Citation: Bowen, Brent D., Headley, Dean E. (2014). Airline Quality Rating 2014. Embry-Riddle Aeronautical University. Embry-Riddle Scholarly Commons ID oai:commons.erau.edu:aqrr-1000. https://commons.erau.edu/aqrr/1 ↗