Airline Quality Rating 2017

Abstract

The results of the 27th annual national Airline Quality Rating (AQR). The most comprehensive study of the performance quality of the 12 largest airlines in the United States, the AQR is conducted by researchers at the W. Frank Barton School of Business at Wichita State University and Embry-Riddle Aeronautical University’s Prescott, Ariz., campus. Airline performance, as presented by AQR researchers, encompasses a multifactor look at the overall quality of the airlines. It includes on-time performance, denied boardings, mishandled baggage and customer complaints. AQR is the longest running and most established measure of airline quality. AQR researchers use a combination of performance-based data that allows comparison of the actual performance of airlines with the public perception of airline quality. The new findings cover the 2016 calendar year and rate the following airlines, listed in alphabetical order: Alaska, American, Delta, ExpressJet, Frontier, Hawaiian, JetBlue, SkyWest, Southwest, Spirit, United, and Virgin American.

Authors

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

Keywords

• airline quality rating
• AQR
• airline
• customer service
• Aviation
• Other Business