Of the 15 carriers rated for performance in 2012 and 2013, eight airlines improved, six airlines declined, and one is new to the rankings, according to the 24th annual Airline Quality Rating released Monday.
The industry improved in two of the four categories of the Air Quality Rating: involuntary denied boardings and customer complaints. However, performance declined in on-time performance and baggage handling.
"While airline operational performance is at an all-time record high, this does not translate to customers being happy,” said Brent Bowen, dean of College of Aviation at Embry-Riddle Aeronautical University. "Because airlines are solving operational issues and advancing in AQR elements, it is time to begin a new focus on serving travelers and expanding customer service.