For the second straight year and third year out of the past four, Hawaiian Airlines earned the nation’s number one ranking for overall quality in 2009, according to the findings reported today in the 20th annual Airline Quality Rating (AQR) study.
Hawaiian was also the top-ranked airline in the annual AQR study for 2006 and 2008, and was not included in the report for 2007.
Mark Dunkerley, Hawaiian’s president and CEO, commented, “As in prior years, credit for this achievement goes to our tireless employees, who consistently deliver the superior quality of customer service that sets Hawaiian Airlines apart.”
Eighteen of the nation’s leading carriers were ranked in the airline industry’s most comprehensive annual study of performance and service quality conducted by Dr. Brent D. Bowen of Purdue University and Dr. Dean E. Headley of Wichita State University, and reported online at www.aqr.aero.
Each carrier was evaluated based on a mathematical formula using a weighted average of multiple elements in four major areas important to consumers when judging the quality of airline services: on-time performance, mishandled baggage, involuntary denied boardings, and customer complaints.
{ 1 trackback }