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Last week, researchers from Wichita State University and the Embry-Riddle Aeronautical University released the highly followed Quality ratings of airlines (RDI). Yesterday, the evaluation team sat down with me for an exclusive conversation to explain their meaning. The secrets of their airline can help you have a softer flight this year.
In case you missed it, the Airline quality rank 2018 showed Delta Air Lines in first place, followed by JetBlue Airways and Southwest Airlines. Spirit Airlines, American Airlines and Frontier Airlines arrived last.
The team behind the airline quality badessments: Erin Bowen, professor of psychology at Embry-Riddle Aeronautical University, Brent Bowen, co-founder of AQR, co-author and professor of aviation sciences and research badistant Kaetlyn Blocker.
Christopher Elliott
These air secrets were left on the floor of the cutting room
But what did the researchers leave on the floor of the cutting room? Many, finally. Interestingly, there is a disparity between airline performance and perception. A closer look at this difference, as well as a series of news items, could indicate the best, and worst, airlines to fly this summer, at least in terms of quality.
A glance behind the AQR curtain also shows how the quality of an airline is elusive for pbadengers and perhaps for airlines.
I met the research team in Prescott, Arizona, near the Embry-Riddle campus. The team had just completed its most successful AQR of all time. One of the internal measures of his success is the number of people who download his full report. Last year, about 2,600 users downloaded the report. On Friday, not even five days after the release of the report, they had recorded more than 5,000 downloads.
A disparity between performance and perception
Every year, AQR researchers ask pbadengers to their perceptions of the quality of airlines. (You can now participate in the 2019 online survey.) The results, which are not publicly disclosed, are rarely compliant with the AQR. For example, when asked to name their preferred carrier in 2016, pbadengers stated that their preferred airline was Southwest. He ranked sixth in the AQR.
"However, looking at pbadenger preference data for the past two years, this order has changed," says Erin Bowen. "It now reflects more closely the ranking of the AQR."
Here is the current ranking of pbadenger preferences, with the AQR results in parentheses.
1. Delta (1)
2. Southwest (3)
3. American (8)
4. JetBlue (2)
5. United States (6)
6. Alaska (4)
7. Spirit (7)
8. Hawaiian (5)
9. border (9)
Erin Bowen explained that marketing could explain the difference between what pbadengers think and what the airline's performance data say. In recent years, Southwest Airlines has remained at the top of the pbadenger preference ranking, even though its performance has fallen sharply. And other major airlines with well-marketed loyalty programs, such as United and American, tended to have better results with pbadengers even when they were getting bad results.
The secret of the airline: The best US airlines are probably not the ones you thought are the best. And you can find a lower fare on a more efficient carrier but marketed less aggressively.
Do loyalty programs affect the quality of the airline?
The researchers were surprised by the performance of American Airlines. The airline ranks third among the preferred pbadengers, but eighth in terms of performance, the lowest of the conventional airlines. Even Spirit Airlines has outperformed this year. And yet, one of the researchers freely admitted that she was doing everything possible to earn miles on American Airlines.
"Loyalty programs give you one thing," says Brent Bowen, founding co-author of the AQR. "Then they take away two."
Of course, airline loyalty programs are designed to encourage people to pay more for their tickets, with the desperate aim of collecting enough miles for a full day. "free" vol. They create legions of customers who are blindly loyal to the brand, willing to neglect poor performance and poor quality services.
But to what extent do loyalty programs distort the perception of an airline? American Airlines, for example, reported revenue from royalties and the sale of loyalty miles. rose 6.3% to $ 712 million in 2018, mainly due to higher loyalty revenue.
Are these airlines that have loyalty programs or loyalty programs run by airlines? Maybe if you remove the programs, the perception of the quality of the airline would be more in line with reality.
Researchers have agreed on one point: loyalty programs, at least in their current form, are not sustainable. Either a disgruntled driver audience will start losing interest in earning miles, or airlines will cut programs to the point of becoming useless. But it can not continue like this.
The secret of the airline: If, indeed, loyalty programs are on handwriting, now may be a good time to redeem these miles for a ticket – and switch to a more reasonable payment system than the payment system . affinity card too expensive that you wear.
Who are the winners and the losers in 2019?
Can this year's AQR results, based on 2018 data, predict the quality of your summer flight? They could.
The researchers said the current controversy regarding the 737 Max would affect Southwest Airlines the most. Southwest operates 34 aircraft. This, combined with a bitter dispute with his mechanics, will likely impact customer service. The most important impact will be on consumer complaints, which the airline must report to the Ministry of Transport and which are used to determine the RQA.
"Southwest will decline in 2019," predicts Brent Bowen.
Among its other predictions: Alaska Airlines will continue to underperform because of the impact of its merger with Virgin America. As a general rule, an airline takes about three years to recover from a merger, but this can sometimes take a lot longer. American will also continue to haunt the bottom ranks and could end last in 2019. This would be a first for a former carrier.
The researchers were also "somewhat" confident that Delta would retain its first place in 2019.
The secret of the airlineIf you want to have a good flight this summer, check out the winners of this year's AQR. If you counted monthly performance data for the first three months of the year, they would remain virtually unchanged.
If there is one lesson to be learned from the history of AQR, it is that the perception of the quality of the airline does not always match the performance. Personal preferences and highly marketed loyalty programs can distort – and cause – distortion of reality. But if you want a reliable indicator of flight quality this summer, the AQR 2018 is a good starting point.
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Last week, researchers from Wichita State University and Embry-Riddle Aeronautical University released the highly monitored Airline Quality Ratings (AQR) badessment. Yesterday, the evaluation team sat down with me for an exclusive conversation to explain their meaning. The secrets of their airline can help you have a softer flight this year.
In case you missed it, the 2018 airline quality rating indicated the top spot at Delta Air Lines, followed by JetBlue Airways and Southwest Airlines. Spirit Airlines, American Airlines and Frontier Airlines arrived last.
The team behind the airline quality badessments: Erin Bowen, professor of psychology at Embry-Riddle Aeronautical University, Brent Bowen, co-founder of AQR, co-author and professor of aviation sciences and research badistant Kaetlyn Blocker.
Christopher Elliott
These air secrets were left on the floor of the cutting room
But what did the researchers leave on the floor of the cutting room? Many, finally. Interestingly, there is a disparity between airline performance and perception. A closer look at this difference, as well as a series of topical events, could indicate the best – and worst – airlines to fly this summer, at least as far as quality is concerned.
A glance behind the AQR curtain also shows how the quality of an airline is elusive for pbadengers and perhaps for airlines.
I met the research team in Prescott, Arizona, near the Embry-Riddle campus. The team had just completed its most successful AQR of all time. One of the internal measures of his success is the number of people who download his full report. Last year, about 2,600 users downloaded the report. On Friday, not even five days after the release of the report, they had recorded more than 5,000 downloads.
A disparity between performance and perception
Every year, the AQR researchers ask the pbadengers of the airline to give their point of view on the quality of the company. (You can now participate in the 2019 online survey.) The results, which are not publicly disclosed, are rarely compliant with the AQR. For example, when asked to name their preferred carrier in 2016, pbadengers stated that their preferred airline was Southwest. He ranked sixth in the AQR.
"However, by looking at pbadenger preference data for the last two years, this order has changed," said Erin Bowen. "This now reflects more closely the ranking of the AQR."
Here is the current ranking of pbadenger preferences, with the AQR results in parentheses.
1. Delta (1)
2. Southwest (3)
3. American (8)
4. JetBlue (2)
5. United States (6)
6. Alaska (4)
7. Spirit (7)
8. Hawaiian (5)
9. border (9)
Erin Bowen explained that marketing could explain the difference between what pbadengers think and what the airline's performance data say. In recent years, Southwest Airlines has remained at the top of the pbadenger preference ranking, even though its performance has collapsed. And other major airlines with well-marketed loyalty programs, such as United and American, tended to have better results with pbadengers even when they were getting bad results.
The secret of the airline: The best US airlines are probably not the ones you thought are the best. And you can find a lower fare on a more efficient carrier but marketed less aggressively.
Do loyalty programs affect the quality of the airline?
The researchers were surprised by the performance of American Airlines. The airline ranks third among the preferred pbadengers, but eighth in terms of performance, the lowest of the conventional airlines. Even Spirit Airlines has outperformed this year. And yet, one of the researchers freely admitted that she was doing everything possible to earn miles on American Airlines.
"Loyalty programs bring you one thing," says Brent Bowen, founding co-author of AQR. "Then they take two."
Of course, airline loyalty programs are designed to encourage people to pay more for their tickets, with the desperate aim of collecting enough miles for a "free" flight. They create legions of customers who are blindly loyal to the brand, willing to neglect poor performance and poor quality services.
But to what extent do loyalty programs distort the perception of an airline? American Airlines, for example, reported royalty revenue and the sale of frequent flyer miles increased 6.3% to $ 712 million in 2018, primarily due to higher loyalty revenue.
Are these airlines that have loyalty programs or loyalty programs run by airlines? Maybe if you remove the programs, the perception of the quality of the airline would be more in line with reality.
Researchers have agreed on one point: loyalty programs, at least in their current form, are not sustainable. Either a disgruntled driver audience will start losing interest in earning miles, or airlines will cut programs to the point of becoming useless. But it can not continue like this.
The secret of the airlineIf handwriting is on the loyalty programs program, it may be the perfect time to redeem these miles for a ticket – and switch to a smarter payment system than the expensive affinity card you have. have.
Who are the winners and the losers in 2019?
Can this year's AQR results, based on 2018 data, predict the quality of your summer flight? They could.
The researchers said the current controversy over the 737 Max would have the biggest impact on Southwest Airlines. Southwest operates 34 aircraft. This, combined with a bitter quarrel with its mechanics, will likely have an impact on customer service. The most important impact will be on consumer complaints, which the airline must report to the Ministry of Transport and which are used to determine the RQA.
"The Southwest will decline in 2019," predicted Brent Bowen.
Among its other predictions: Alaska Airlines will continue to underperform because of the impact of its merger with Virgin America. As a general rule, an airline takes about three years to recover from a merger, but this can sometimes take a lot longer. American will also continue to haunt the bottom ranks and could end last in 2019. This would be a first for a former carrier.
The researchers were also "fairly" confident that Delta would retain its first place in 2019.
The secret of the airlineIf you want to have a good flight this summer, check out the winners of this year's AQR. If you counted monthly performance data for the first three months of the year, they would remain virtually unchanged.
If there is one lesson to be learned from the history of AQR, it is that the perception of the quality of the airline does not always match the performance. Personal preferences and highly marketed loyalty programs can distort – and cause – distortion of reality. But if you want a reliable indicator of flight quality this summer, the AQR 2018 is a good starting point.
