This story was written by John Cameron for AirlineReporter…
The 2014 Airline Quality Rating report was released last week and, for the second year in a row, Virgin America was ranked #1 amongst major US carriers. How did the other airlines fare? Who received the dubious distinction of being ranked worst? You’ll have to read on to find out.
But first, a bit of background information.
The Airline Quality Rating (AQR) report has been published annually since 1991. Yes, 24 years. That’s a long, long time in the commercial aviation industry. To put that into perspective, consider that the AQR predates the prohibition of in-flight smoking in the US (1998), the Embraer ERJ family (1995), the Boeing 777 (1994), the Airbus A330 (1992), and even the ubiquitous Bombardier CRJ (which took to the air one month after the inaugural AQR report was released).
Back then, as the 1990s were just dawning, professors Brent Bowen and Dean Headley realized that the majority of existing airline rating systems relied heavily on subjective surveys of customer opinion that were infrequently collected and largely unreliable. What was needed was a timely, objective, and quantitative rating system that could be used to compare airline performance from year to year.
Thus, the Airline Quality Rating was born.