America's Best and Worst Airlines 2013
For the past 23 years, Dr. Brent Bowen of Purdue University and Dr. Dean Headley, associate professor of marketing at Wichita State University have used data compiled by the U.S. Department of Transportation to compose the annual Airline Quality Ratings (AQR) report. The 2013 report evaluates 14 American carriers based on four categories: The percentage of flights that arrive on time, the rate of involuntary denied boardings (or "bumped" passengers), the frequency of mishandled bags and the number of customer complaints received. Each airline receives a score based on Bowen and Headley's tried-and-true methodology. The following airlines are ranked from best to worst based on their 2013 AQR score.