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Diane Publishing Books
Airline Quality Rating
Brent D. Bowen & Dean E. Headley. The Airline Quality Rating (AQR) is an objective method of comparing airline quality on combined multiple performance criteria. This report reflects monthly AQR scores for 2002 which are based on 15 elements that focus on airline performance areas important to air travel consumers. It is a summary of month-by-month quality ratings for the 10 largest U.S. airlines operating during 2002. The AQR system of weighted averages & monthly performance data focuses on the areas of on-time arrivals, involuntary denied boardings, mishandled baggage, & a combination of 12 customer complaint categories. Comparative AQR date for 2001 are included for each airline to provide historical perspective re: performance quality in the industry.
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