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BEST AIRLINES OF AMERICA 2013

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Dr. Brent Bowen of Purdue University and Dr. Dean Headley, associate professor of marketing at Wichita State University have used data compiled by the U.S. Department of Transportation to compose the annual AIRLINE QUALITY RATINGS (AQR) report. The 2013 Airline Quality Ratings rank fourteen U.S. domestic airlines according to their on-time performance, customer complaints, and mishandled baggage and denied boarding’s.

1. VIRGIN AMERICA:-
AQR Score                 : -0.35
On-Time Arrivals        : 83.5%
Denied Boarding’s       : 0.07 per 1,000 passengers
Mishandled Baggage   : 0.87 per 1,000 passengers
Customer Complaints : 1.50 per 1,000 passengers
2. JET BLUE:-
AQR Score                : -0.43
On-Time Arrivals       : 79.1%
Denied Boarding’s      : 0.01 per 1,000 passengers
Mishandled Baggage  : 1.88 per 1,000 passengers
Customer Complaints : 0.79 per 1,000 passengers
3. AIRTRAN AIRWAYS:-
AQR Score                 : -0.51
On-Time Arrivals        : 87.1%
Denied Boarding’s       : 0.95 per 1,000 passengers
Mishandled Baggage   : 1.58 per 1,000 passengers
Customer Complaints  : 0.91 per 1,000 passengers
4. DELTA AIRLINES:-
AQR Score                : -0.58
On-Time Arrivals       : 86.5%
Denied Boarding’s      : 0.51 per 1,000 passengers
Mishandled Baggage  : 2.10 per 1,000 passengers
Customer Complaints : 0.73 per 1,000 passengers
5. HAWAIIAN AIRLINES:-
AQR Score                 : -0.71
On-Time Arrivals        : 93.4%
Denied Boarding’s       : 0.18 per 1,000 passengers
Mishandled Baggage   : 2.88 per 1,000 passengers
Customer Complaints : 0.89 per 1,000 passengers
6. ALASKA AIRLINES:-
AQR Score                 : -0.77
On-Time Arrivals        : 87.5%
Denied Boarding’s       : 0.63 per 1,000 passengers
Mishandled Baggage   : 2.93 per 1,000 passengers
Customer Complaints : 0.51 per 1,000 passengers
7. FRONTIER AIRLINES:-
AQR Score                : -0.78
On-Time Arrivals       : 77.9%
Denied Boarding’s      : 0.78 per 1,000 passengers
Mishandled Baggage  : 2.22 per 1,000 passengers
Customer Complaints : 1.05 per 1,000 passengers
8. SOUTHWEST AIRLINES:-
AQR Score                 : -0.81
On-Time Arrivals        : 83.1%
Denied Boarding’s       : 0.84 per 1,000 passengers
Mishandled Baggage   : 3.08 per 1,000 passengers
Customer Complaints : 0.25 per 1,000 passengers
9. US AIRWAYS:-
AQR Score                 : -0.87
On-Time Arrivals        : 85.9%
Denied Boarding’s      : 0.68 per 1,000 passengers
Mishandled Baggage   : 2.14 per 1,000 passengers
Customer Complaints : 1.74 per 1,000 passengers
10. AMERICAN AIRLINES:-
AQR Score                : -1.11
On-Time Arrivals       : 76.9%
Denied Boarding’s     : 0.73 per 1,000 passengers
Mishandled Baggage  : 2.92 per 1,000 passengers
Customer Complaints : 1.80 per 1,000 passengers
11. AMERICAN EAGLE:-
AQR Score                : -1.78
On-Time Arrivals       : 81.6%
Denied Boarding’s     : 1.07 per 1,000 passengers
Mishandled Baggage  : 5.80 per 1,000 passengers
Customer Complaints : 1.27 per 1,000 passengers
12. SKYWEST AIRLINES:-
AQR Score                : -1.88
On-Time Arrivals       : 81.6%
Denied Boarding’s     : 2.32 per 1,000 passengers
Mishandled Baggage  : 5.26 per 1,000 passengers
Customer Complaints: 0.88 per 1,000 passengers
13. EXPRESSJET:-
AQR Score               : -1.95
On-Time Arrivals      : 76.9%
Denied Boarding’s    : 2.13 per 1,000 passengers
Mishandled Baggage : 5.52 per 1,000 passengers
Customer Complaints: 1.07 per 1,000 passengers
14. UNITED AIRLINES:-
AQR Score               : -2.18
On-Time Arrivals      : 77.4%
Denied Boarding’s    : 1.83 per 1,000 passengers
Mishandled Baggage : 3.87 per 1,000 passengers
Customer Complaints: 4.24 per 1,000 passengers