Engineering Commons^™

Airline Quality Rating 2020, Brent D. Bowen, Dean E. Headley

Airline Quality Rating Report

To contribute to AQR 2020, we encourage you to take the Airline Passenger Survey. Please CLICK HERE.

The results of the 30th annual national Airline Quality Rating (AQR). The most comprehensive study of the performance quality of the 10 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. …

A Qualitative Assessment Of Airline Passenger Satisfaction, Kaetlyn Blocker, Brent D. Bowen, Erin Bowen, Andrea Irish

Student Works

Each year, airline passengers respond to the Airline Passenger Survey providing feedback of their experiences with major domestic (U.S.) airlines. The Airline Passenger Survey analyzes responses to a varied set of questions. This specific study is limited to the single open-ended question within the survey. This question is optional, but allows an opportunity to share any issues, concerns, and/or complaints regarding their own air travel experiences. There is no limitation on the number of words submitted. Through the application of a thematic coding scheme, results show what the highest concerns of airline passengers have been the last two years.