Embry-Riddle, Witchita State Present 24th Annual Airline Quality Ratings
U.S. airline performance in 2013 was the highest since 1991, according to Embry-Riddle Aeronautical University and Wichita State University researchers, who presented the 24th annual Airline Quality Rating (AQR) on Monday at the National Press Club in Washington, D.C.
Of the 15 carriers rated for performance in both 2012 and 2013, eight airlines improved, six airlines declined and one is new to the rankings.
The Airline Quality Rating (AQR) is a joint research project funded as part of faculty research activities at Embry-Riddle Aeronautical University, Prescott, AZ, Campus and Wichita State University, Wichita, KS.
According to the research, the industry improved in two of the four elements of the AQR: involuntary denied boardings and customer complaints. However, performance declined in on-time performance and baggage handling in 2013.
The airline industry has performed well in recent years, according to the researchers. In addition to 2013 being the best year ever, Dean Headley, associate professor of marketing at the W. Frank Barton School of Business at Wichita State University, says the strong performance by Delta shows that a large, merged airline is able to compete with the best performing smaller airline. “Bigger hasn’t always been better, but in Delta’s case we are seeing a large airline perform at levels usually only seen by smaller low-fare carriers.”
The AQR score reflects commendable efforts by the airline industry to serve customers in a capacity-limited air travel system. “When you look at the past 14 years, you find that the airline industry performs most efficiently when the system isn’t stressed by high passenger volume and high number of airplanes in the air,” said Headley. “With continued capacity limits and consolidation, one would hope that a less congested system would perform better.
“The challenge is whether airline performance quality improvements at this level can be maintained as more people choose to fly. Or does the infrastructure and air traffic control technology limit what the airlines can actually do?”
Dr. Brent Bowen, Dean of College of Aviation at Embry-Riddle Aeronautical University’s Prescott, AZ Campus, said, “While airline operational performance is at an all-time record high, this does not translate to customers being happy. “Because airlines are solving operational issues and advancing in AQR elements, it is time to begin a new focus on serving travelers and expanding customer service. These results show that airlines that intend to do better, are doing better and improving. Those losing focus have declined.
“With all this good news, the flying public should be informed of and alarmed about the very real pilot shortage caused by congressional mandate and the looming personnel crisis in Air Traffic Control because of arbitrarily changing hiring rules that eliminate the most qualified applicants,” said Bowen.
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