The Airline Quality Rating (AQR) is the premier statistical study of major airline performance in the United States, objectively comparing airline quality.
2023 Airline Rankings
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.
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.
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.
