Study:
Airline Industry
Improves Performance
US
Airways tops rankings
The
airline industry improved again this past year, according to this
year's national Airline Quality Rating (AQR) study that was announced
on April 7 in Washington D.C. The study, conducted by professors
at Wichita State University and the University of Omaha, also
said the majority of the largest airlines are performing at a
higher level.
US
Airways moved from second place last year to the top spot in this
year's survey. Although Alaska Airlines' score improved from last
year, they dropped from the top spot in last year's rankings to
second place in the current study.
The
AQR ranked the 10 major airlines as follows for 2002: 1) US Airways,
2) Alaska, 3) Southwest, 4) America West, 5) Continental, 6) American,
7) Delta, 8) United, 9) Northwest, and 10) American Eagle. TWA
was purchased by American Airlines and no longer appears in the
rankings.
The
AQR is a summary of month-by-month quality ratings for the largest
domestic U.S. airlines operating during 2002. Co-researchers Brent
Bowen, director and professor, University of Nebraska at Omaha
(UNO) Aviation Institute/School of Public Administration, and
Dean Headley, associate professor of marketing at Wichita State
University (WSU), used 15 elements important to consumers when
judging the quality of airline service.
The
rating is conducted annually by the UNO Aviation Institute and
the W. Frank Barton School of Business at WSU. The AQR, as an
industry standard, provides consumers and industry watchers a
means to compare quality among airlines using objective performance-based
data. It is a cooperative research project funded as part of faculty
research activities at UNO and WSU.
"It's
interesting to note that despite the financial problems faced
by the industry, we are seeing marked improvements across the
board," Bowen said. "Only one of the airlines (American
Eagle) we ranked showed a noticeable decline. Eight others improved;
one (Northwest) stayed virtually the same." The eight improved
airlines are Alaska, America West, American, Continental, Delta,
Southwest, United, and US Airways.
Bowen
added that United Airlines, which filed for Chapter 11 protection,
registered the largest AQR score improvement.
"Airline
quality has improved for the second consecutive year. That's a
good thing, but it should have improved given that there are fewer
passengers and fewer scheduled flights," Headley said. "A
simpler system should make it easier to perform well. Let's hope
the airlines can remember the importance of taking care of passengers
when times get better."
Criteria
included in the AQR are screened to meet two basic elements: 1)
They must be readily obtainable from published data sources for
each airline, and 2) they must be important to consumers regarding
airline quality. The resulting criteria include areas such as
baggage handling, customer complaints, denied boardings and on-time
arrivals.
Other
major industry findings in this year's study include:
- As
an industry, the on-time arrival percentage improved to 82.1
percent in 2002 compared to 77.4 percent in 2001.
- In
a category where decreases are good, U.S. airlines mishandled
3.84 bags per 1,000 passengers, down from the 2001 rate of 4.55.
- There
was a 16 percent improvement in the industry "bump rate."
Only 0.72 passengers per 10,000 boardings were involuntarily
bumped from a flight; the rate stood at .86 in last year's rankings.
- American
Eagle was the only airline with a noticeable decline in its
AQR score for 2002.
Click
here for more information,
including the full study.
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