The Airline Quality Rating (AQR) was developed in 1991 to measure airline quality on different performance criteria. The AQR scores are based on 15 elements that focus on airline performance aspects important to air travel consumers. The data comes from information filed to the United States Department of Transportation. The data is released to the general public every year so that passengers and industry professionals can evaluate the different variables of airlines and how they measure on a customer service and performance scale. Financial decisions, policies, technology and in-flight services are analyzed to determine what business strategies can provide the best service to consumers, and as a result, the highest ratings in the annual AQR report. Airline Quality Rating 2016 was revealed April 4th via social media and news broadcasting. Results have been determined using the same method since 1991.The method/equation shows the results for AQR's 2016 ratings.

Abstract Conclusions

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Frank Barton School of Business. Wichita, KS: Wichita State University.

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Customizing the Airline Passenger Experience Through Data Gathered by the Airline Quality Rating

On-Time(OT), Weight- 8.63Denied Boarding (DB), Weight- 8.03

Mishandled Baggage (MB) Weight- 7.92Customer Complaints (CC) Weight- 7.17

Flight Problems, Over sales, Fares,Ticketing, Refunds, etc.

Criteria & Weights Virgin America remains on top among other

airlines, out performing competitors for the past four years.

JetBlue improved from fourth to second in this year’s AQR.

Spirit Airlines has been added to the ranking of AQR data research, now being considered as a major airline.

Overall airlines have not fully recovered from the set back in 2008 due to the economy’s downfall. This year’s AQR results for 2015 shows small improvements in the performance quality for the industry.

Michelle Bennett is a Junior at ERAU Prescott studying Global Business with a concentration in Aviation/Aerospace. Her Sophomore year,

she became a research assistant in the college of Aviation where she got involved in AQR. Her

previous research includes creating a comparative trend analysis between economic

factors and the operational performance of airlines.  

Bowen, B.D.; Luedtke, J.R.; Headley, D.E.;Bennett, M.B.; Kuhn, M.S.; & Watson, H.M.

Embry-Riddle Aeronautical University - Prescott, ArizonaWichita State University - Wichita, Kansas