The 2012 Airline Quality Ratings (AQR) report shows that the American airline industry has improved over the past year, but only slightly, notes the report's co-author, Dr. Dean Headley.
Headley, an associate professor of marketing at Wichita State University, has been co-writing the AQR report for 22 years with Dr. Brent Bowen, head of the Department of Aviation Technology at Purdue University's College of Technology. The 2012 AQR report ranks the performance and quality of 15 major American airline carriers. The methodology factors in four common complaint areas: on-time arrivals, involuntary denied boardings (commonly referred to as "getting bumped"), mishandled baggage, and customer satisfaction. While some industry professionals believe that the airline's size-whether it's a national or regional carrier-should be taken into account, Headley disagrees. "The question is: For every 1,000 passengers, how many times did you get it right?" he says
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