America's Best and Worst Airlines 2012
Using passenger feedback, the 22nd annual Airline Quality Ratings report rates American airlines based on four categories: percentage of on-time arrivals, number of involuntary denied boardings (or "bumped" passengers), frequency of mishandled baggage, and quantity of customer complaints. Dr. Dean Headley, associate professor of marketing at Wichita State University and co-author of the report, believes that this data is imperative for improving the airline industry's overall performance. "This is the only way that we can wager whether people think things are going well," he said. According to the report, here are America's best and worst airlines for 2012.