airlinequalityrating.wichita.eduAirline Quality Rating – Premier statistical study of major airline performance in the United States

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The rating is a multifactor examination of the airlines based on mishandled baggage, consumer complaints, on-time performance and involuntary denied boardings. The impact of the novel coronavirus on the U.S. domestic air travel passenger volume has all but disappeared. Passenger volume is back to pre-pandemic levels and system performance reflects the negative impact of this return to higher volumes of travelers. Each airline has been challenged to handle an uncertain situation and adapt its respective offerings to fast-changing circumstances. Some airlines adapted quicker than others and the AQR numbers give some insight into this adaptive timeline. The criterion that most affected the AQR performance scores in 2022 for all airlines is a dramatic increase in customer complaints. Most customer complaints in 2022 were for issues involving flight problems and refunds. Customer concern regarding refunds continued as a main concern from 2021 although at a lower level in 2022. 1 Delta Airlines 2 Alaska Airlines 3 Hawaiian Airlines 4 United Airlines 5 American Airlines 6 Southwest Airlines 7 Allegiant Airlines 8 JetBlue 9 Spirit Airlines 10 Frontier Airlines The mishandled baggage rate for the industry grew from 0.44 per 100 checked bags in 2021 to 0.56 per 100 checked bags in 2022 . Denied boardings performance was noticeably worse in 2022 ( 0.42 per 10,000 passengers) than it was in 2021 (0.17 per 10,000 passengers). The industry rate for customer complaints per 100,000 passengers increased from 4.51 in 2021 to 7.39 in 2022. No airline improved their on-time arrival performance in 2022. On-time for 2022 by the industry was 73.0% compared to 79.1% in 2021. Compare with results from previous years Download Full Report Get the full 2023 AQR Report PDF with detailed airline and industry analysis and conclusions. Previous Reports AQR Reports for all previous years — dating back to 1991 — are available for download. Airline News Complaints are still an issue for travelers; all performance criteria declined Wichita State University More Airline News About the Research 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 2022, reflects monthly Airline Quality Rating scores for calendar year 2020. AQR scores for 2022 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 2021. The Airline Quality Rating 2023 is a summary of data 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 2022. Using the Airline Quality Rating system of weighted averages and performance data in the areas of on-time arrivals, involuntary denied boardings, mishandled baggage, and a combination of 12 customer complaint categories, the AQR reports airlines’ comparative performance for the calendar year of 2022. This report contains a summary of the AQR methodology and data that tracks comparative performance quality for domestic airline operations for the 12-month period of 2022 and the industry. Also, comparative Airline Quality Rating data for 2021 are included, where available, to provide historical perspective regarding performance quality in the industry. The Researchers Dr. Dean E. Headley, Lead Researcher Wichita State University Dr. Dean E. Headley is Emeritus Professor of Marketing in the Department of Marketing at the W. Frank Barton School of Business of Wichita State University. He holds a Doctorate in Marketing and Statistics from Oklahoma State University, a Master of Business Administration degree from Wichita State University, and a Master of Public Health Degree from the University of Oklahoma. Dr. Headley’s research interests include methodology development for measurement of service quality, the connection between service quality and consumer behavior, consumer choice processes in service settings, and the effects of marketing activities on consumers and providers of services. Wichita State University W. Frank Barton School of Business 304 Clinton Hall Wichita, KS 67260-0084 Office: (316) 978-3367 dean.headley@wichita.edu Dr. Brent D. Bowen Dr. Brent D. Bowen is a former professor of Aeronautical Science and former dean of the College of Aviation at Embry-Riddle Aeronautical University in Prescott, Arizona. Previously, Dr. Bowen chaired the Department of Aviation Technology at Purdue University. Dr. Bowen attained his Doctorate in Aviation Sciences from Oklahoma State University and a Master of Business Administration degree from Oklahoma City University. His Federal Aviation Administration certifications include Airline Transport Pilot (Type-rated Douglas DC-3 SIC), Certified Flight Instructor (SEL, MEL, Instrument) with Gold Seal, Advanced-Instrument Ground Instructor, Aviation Safety Counselor, and Aerospace Education Counselor. 1845 Fairmount St. Wichita , Kansas 67260 USA (316) 978-3456 Request Info Visit Apply Contact Us Virtual Tour Campus Map and Directions Facebook X | Twitter Instagram YouTube Linkedin People at Wichita State will make introductions, look for (applied learning) opportunities, and give advice that will put you miles ahead of others. 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