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At least 19 records
All sourcesNASA NTRSDOE OSTI
NASA NTRS2000

Service Quality in the U.S. Airline Industry: Variations in Performance Within Airlines and Between Airlines and the Industry

This study examined the service quality of 25 U.S. airlines (1987-1996) using data from the Department of Transportation's Air Travel Consumer Report. After a total quality and total complaint rate was calculated for these airlines, a 95 percent confidence interval was placed around the yearly and company means calculated to examine those cases that were significantly different from the mean. Results indicate that while the major carriers are converging toward a higher level of quality, there continues to be significant yearly variation. The service quality of regional carriers was much lower than major carriers and showed much greater variation.

Rhoades, Dawna L.↗
NASA NTRS2007

A Correlational Study of How Airline Customer Service and Consumer Perception of Airline Customer Service Affect the Air Rage Phenomenon

Between 1995 and 2000, customer service declined throughout the airline industry, as reported in February 2001 by the U.S. Department of Transportation (2001). One of the biggest problems today within the airline industry is the constant complaining from customers regarding the deterioraton of service (McCollough, Berry, & Yadav, 2000). Since 1995, unfortunately no airline has been immune from service deterioration, as reported by the Airline Quality Rating, an annual report by two airline industry experts who analyzed Department of Transportation statistics (Harrison & Kleinsasser, 1999). The airline' refusal to recognize the issue of customer service has perpetuated an environment that has become dangerous and detrimental to the traveling public as well as to airline employees, which in turn has fueled a new phenomenon, now referred to as "air rage".

Hunter, Joyce A.↗
NASA NTRS1995

Why do airlines want and use thrust reversers? A compilation of airline industry responses to a survey regarding the use of thrust reversers on commercial transport airplanes

Although thrust reversers are used for only a fraction of the airplane operating time, their impact on nacelle design, weight, airplane cruise performance, and overall airplane operating and maintenance expenses is significant. Why then do the airlines want and use thrust reversers? In an effort to understand the airlines need for thrust reversers, a survey of the airline industry was made to determine why and under what situations thrust reversers are currently used or thought to be needed. The survey was intended to help establish the cost/benefits trades for the use of thrust reversers and airline opinion regarding alternative deceleration devices. A compilation and summary of the responses given to the survey questionnaire is presented.

Yetter, Jeffrey A.↗
NASA NTRS1972

An Analysis of Airline Costs. Lecture Notes for MIT Courses. 16.73 Airline Management and Marketing

The cost analyst must understand the operations of the airline and how the activities of the airline are measured, as well as how the costs are incurred and recorded. The data source is usually a cost accounting process. This provides data on the cumulated expenses in various categories over a time period like a quarter, or year, and must be correlated by the analyst with cumulated measures of airline activity which seem to be causing this expense.

Simpson, R. W.↗
NASA NTRS1975

A study of the financial history of the U.S. scheduled airlines and the improvement of airline profitability through technology

The financial history of the U.S. scheduled airline industry was investigated to determine the causes of the erratic profit performance of the industry and to evaluate potential economic gains from technology advances of recent years. Operational and economic factors affecting past and future profitability of the industry are discussed, although no attempt was made to examine the profitability of individual carriers. The results of the study indicate that the profit erosion of the late 1960's and early 1970's was due more to excess capacity than to inadequate fare levels, but airline problems were severely compounded by the rapid fuel price escalation in 1974 and 1975. Near-term solutions to the airline financial problems depend upon the course of action by the industry and the CAB and the general economic health of the nation. For the longer term, the only acceptable alternative to continued fare increases is a reduction in unit operating costs through technological advance. The next generation of transports is expected to incorporate technologies developed under Government sponsorship in the 1960's and 1970's with significant improvements in fuel consumption and operating costs.

Wilcox, D. E.↗
NASA NTRS2001

The Airline Quality Rating 2001

The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline quality on combined multiple performance criteria. This current report, Airline Quality Rating 2001, reflects monthly Airline Quality Rating scores for 2000. AQR scores for the calendar year 2000 are based on 15 elements that focus on airline performance areas important to air travel consumers. The Airline Quality Rating 2001 is a summary of month-by-month quality ratings for the ten major U.S. airlines operating during 2000. Using the Airline Quality Rating system of weighted averages and monthly performance data in the areas of on-time arrivals, involuntary denied boardings, mishandled baggage, and a combination of 12 customer complaint categories, major airlines comparative performance for the calendar year of 2000 is reported. This research monograph contains a brief summary of the AQR methodology, detailed data and charts that track comparative quality for major airlines domestic operations for the 12 month period of 2000, and industry average results. Also, comparative Airline Quality Rating data for 1999 are included for each airline to provide historical perspective regarding performance quality in the industry.

Bowen, Brent D.↗
NASA NTRS2002

The Airline Quality Rating 2002

The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline quality on combined multiple performance criteria. This current report, Airline Quality Rating 2002, reflects monthly Airline Quality Rating scores for 2001. AQR scores for the calendar year 2001 are based on 15 elements that focus on airline performance areas important to air travel consumers. The Airline Quality Rating 2002 is a summary of month-by-month quality ratings for the 11 largest U.S. airlines operating during 2001. Using the Airline Quality Rating system of weighted averages and monthly performance data in the areas of on-time arrivals, involuntary denied boardings, mishandled baggage, and a combination of 12 customer complaint categories, airlines comparative performance for the calendar year of 2001 is reported. This research monograph contains a brief summary of the AQR methodology, detailed data and charts that track comparative quality for domestic airline operations for the 12-month period of 2001, and industry average results. Also, comparative Airline Quality Rating data for 2000 are included for each airline to provide historical perspective regarding performance quality in the industry.

Bowen, Brent D.↗
NASA NTRS2003

The Airline Quality Rating 2003

The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline quality on combined multiple performance criteria. This current report, the Airline Quality Rating 2003, reflects monthly Airline Quality Rating scores for 2002. AQR scores for the calendar year 2002 are based on 15 elements that focus on airline performance areas important to air travel consumers. The Airline Quality Rating 2003 is a summary of month-by-month quality ratings for the 10 largest U.S. airlines operating during 2002. Using the Airline Quality Rating system of weighted averages and monthly performance data in the areas of ontime arrivals, involuntary denied boardings, mishandled baggage, and a combination of 12 customer complaint categories, airlines comparative performance for the calendar year of 2002 is reported. This research monograph contains a brief summary of the AQR methodology, detailed data and charts that track comparative quality for domestic airline operations for the 12-month period of 2002, and industry average results. Also, comparative Airline Quality Rating data for 2001 are included for each airline to provide historical perspective regarding performance quality in the industry.

Bowen, Brent D.↗
NASA NTRS2006

Airline Choice for Domestic Flights in Sao Paulo Metropolitan Area: An Application of the Conditional Logit Model

Using the conditional (multinomial) LOGIT model, this paper addresses airline choice in the S o Paulo Metropolitan Area. There are two airports in this region, where two, three or even four airlines compete for passengers flying to an array of domestic destinations. The airline choice is believed to be a result of the tradeoff passengers face among flight cost, flight frequency and airline performance. It was found that the lowest fare better explains airline choice than the highest fare, whereas direct flight frequencies give better explanation to airline choice than indirect (connections and stops) and total (direct plus indirect) ones. Out of 15 variables tested, the lowest fare was the variable that best explained airline choice. However, its signal was counterintuitive (positive) possibly because the cheapest airline was offering few flights, so passengers overwhelmingly failed to choose the cheapest airline. The model specification most adjusted to the data considered the lowest fare, direct flight frequency in the travel day and period (morning or afternoon peak) and airline age. Passengers departing from S o Paulo-Guarulhos International Airport (GRU) airport make their airline choice in terms of cost whereas those from Sao Paulo-Congonhas Airport (CGH) airport do not. Finally, senior passengers place more importance on airline age than junior passengers.

Moreno, Marcelo Baena↗
NASA NTRS1998

The UNO Aviation Monograph Series: The Airline Quality Rating 1998

The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline performance on combined multiple factors important to consumers. Development history and calculation details for the AQR rating system are detailed in The Airline Quality Rating 1991 issued in April, 1991, by the National Institute for Aviation Research at Wichita State University. This current report, Airline Quality Rating 1998, contains monthly Airline Quality Rating scores for 1997. Additional copies are available by contacting Wichita State University or University of Nebraska at Omaha. The Airline Quality Rating 1998 is a summary of month-by-month quality ratings for the ten major U.S. airlines operating during 1997. Using the Airline Quality Rating system and monthly performance data for each airline for the calendar year of 1997, individual and comparative ratings are reported. This research monograph contains a brief summary of the AQR methodology, detailed data and charts that track comparative quality for major airlines domestic operations for the 12 month period of 1997, and industry average results. Also, comparative Airline Quality Rating data for 1991 through 1996 are included to provide a longer term view of quality in the industry.

Bowen, Brent D.↗
NASA NTRS1997

The UNO Aviation Monograph Series: The Airline Quality Rating 1997

The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline performance on combined multiple factors important to consumers. Development history and calculation details for the AQR rating system are detailed in The Airline Quality Rating 1991 issued in April, 1991, by the National Institute for Aviation Research at Wichita State University. This current report, Airline Rating 1997, contains monthly Airline Quality Rating scores for 1996. Additional copies are available by contacting Wichita State University or the University of Nebraska at Omaha. The Airline Quality Rating (AQR) 1997 is a summary of a month-by-month quality ratings for the nine major domestic U.S. airlines operating during 1996. Using the Airline Quality Rating system and monthly performance data for each airline for the calendar year of 1996, individual and comparative ratings are reported. This research monograph contains a brief summary of the AQR methodology, detailed data and charts that track comparative quality for major domestic airlines across the 12 month period of 1996, and industry average results. Also comparative Airline Quality Rating data for 1991 through 1995 are included to provide a longer term view of quality in the industry.

Bowen, Brent D.↗
NASA NTRS1999

The Airline Quality Rating 1999

The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline performance on combined multiple criteria. This current report, Airline Quality Rating 1999, reflects an updated approach to calculating monthly Airline Quality Rating scores for 1998. AQR scores for the calendar year 1998 are based on 15 elements that focus on airline performance areas important to air travel consumers. The Airline Quality Rating is a summary of month-by-month quality ratings for the ten major U.S. airlines operating during 1998. Using the Airline Quality Rating system of weighted averages and monthly performance data in the areas of on-time arrivals, involuntary denied boardings, mishandled baggage, and a combination of 12 customer complaint categories, major airlines comparative performance for the calendar year 1998 is reported. This research monograph contains a brief summary of the AQR methodology, detailed data and charts that track comparative quality for major airlines domestic operations for the 12 month period of 1998, and industry average results. Also, comparative Airline Quality Rating data for 1997, using the updated criteria, are included to provide a reference point regarding quality in the industry.

Bowen, Brent D.↗
NASA NTRS2004

The Airline Quality Rating 2004

The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline quality on combined multiple performance criteria. This current report, the Airline Quality Rating 2004, reflects monthly Airline Quality Rating scores for 2003. AQR scores for the calendar year 2003 are based on 15 elements in four major areas that focus on airline performance aspects important to air travel consumers. The Airline Quality Rating 2004 is a summary of month-by-month quality ratings for U.S. airlines that have at least 1 % of domestic passenger volume during 2003. Using the Airline Quality Rating system of weighted averages and monthly performance data in the areas of on-time arrivals, involuntary denied boardings, mishandled baggage, and a combination of 12 customer complaint categories, airlines comparative performance for the calendar year of 2003 is reported. This research monograph contains a brief summary of the AQR methodology, detailed data and charts that track comparative quality for domestic airline operations for the 12-month period of 2003, and industry results. Also, comparative Airline Quality Rating data for 2002 are included, where available, to provide historical perspective regarding performance quality in the industry.

Fink, Mary M.↗
NASA NTRS2004

The Airline Quality Rating 2004

The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline quality on combined multiple performance criteria. This current report, the Airline Quality Rating 2004, reflects monthly Airline Quality Rating scores for 2003. AQR scores far the calendar year 2003 are based on 15 elemnts in four major areas that focus on airline performance aspects important to air travel consumers. The Airline Quality Rating 2004 is a summary of month-by-month quality ratings for U.S. airlines that have at least 1% of domestic passenger volume during 2003. Using the Airline Quality Rating system of weighted averages and monthly performance data in the areas of on-time arrivals, involuntary denied boardings, mishandled baggage, and a combination of 12 customer complaint categories, airlines comparative performance for the calendar year of 2003 is reported. This research monograph contains a brief summary of the AQR methodology, detailed data and charts that track comparative quality for domestic airline operations for the 12-month period of 2003, and industry results. Also, comparative Airline Quality Rating data for 2002 are included, where available, to provide historical perspective

Bowen, Brent D.↗
NASA NTRSDate not supplied

Demonstrating Early-Adopter Benefits of Submitting Multiple Trajectory Options for Airlines

A workshop at NASA Ames Research Center was held with airline industry stakeholders to demonstrate the impact of using Trajectory Options Sets (TOSs) during a Collaborative Trajectory Options Program (CTOP) for severe weather operations. The demonstration was conducted using apart-task Human-in-the-Loop (HITL) simulation of the Integrated Demand Management (IDM) concept, which is an air traffic management method that uses CTOP to deliver preconditioned traffic to the Time-Based Flow Management (TBFM) region. The demonstration addressed the following research objectives: first, determine who receives a greater benefit, TOS-participating or TOS-excluded airlines? Second, determine which method of trajectory selection yields a better solution, human/manual selection or automation? Finally, obtain feedback from stakeholders on their impression of the concept and recommendations for future work. The results showed that TOS-participating airlines received greater benefit in terms of total ground delay, ground delay savings, number of reroute options, and additional flight time, compared to TOS-excluded airlines. However, this result was dependent on the situational context, such as the number and location of flights. We found that all airlines benefitted when just a subset of airlines submitted TOS, but the greatest benefit went to the TOS-participating airlines. These benefits to the TOS-participating airlines were diminished as the number of TOS-participants in the system increased. Therefore, there was an “early-adopter” effect that suggested airlines could benefit by becoming the first to equip TOS without causing unfair disadvantages to those who do not equip TOS. In addition, we found that manual selection of trajectory options performed similarly to CTOP, but the CTOP solution was more efficient in terms of number of reroutes, additional flight time, and average ground delay for rerouted flights. Feedback from the stakeholders was solicited, and their overall impressions of the demonstrations were positive. They remarked that CTOP could do a better job than current day solutions, and they thought airlines could benefit from continuing to develop TOS capabilities.

Integrated Demand Management↗
NASA NTRS2003

The Study of Airline Merger and Acquisition in the Great China Area

The Asian financial crisis in the late 20 th century has some long lasting effect on the air transportation industry in Asia, especially in the Great China Area. Starting from 1998, airlines in both China and Taiwan suffered some serious financial losses due to the diminishing travel demand caused by the economic recession. Airlines were forced to cut price to attract passengers and hence crashed the market discipline. A number of airline mergers and acquisitions were then driven by the markets and the governments. After China and Taiwan have both entered the World Trade Organization, some mega-merging cases were finalized in late 2002 for better fitting the world's aviation competitions. This paper reviews the nine merging and acquiring cases in the Great China Area in the past 5 years. Almost all the airlines in the area were involved. The new groups of airlines and the survival airlines are introduced. Market response to the airline mergers will also be examined. A general look over the performance of the new airlines will be discussed. And the future of the market will also be analyzed. Finally, the practices and the impacts of current inter-state mergers in the Great China Area will be examined. The study has expected a highly concentrated domestic market in both China and Taiwan. Each of the market will be dominated by three major airline groups of their own. Cross-holding equity within these 6 leading aviation groups would also be possible after further deregulations.

Shon, Zhengyi↗
NASA NTRS2005

An Economic Model of U.S. Airline Operating Expenses

This report presents a new economic model of operating expenses for 67 airlines. The model is based on data that the airlines reported to the United States Department of Transportation in 1999. The model incorporates expense-estimating equations that capture direct and indirect expenses of both passenger and cargo airlines. The variables and business factors included in the equations are detailed enough to calculate expenses at the flight equipment reporting level. Total operating expenses for a given airline are then obtained by summation over all aircraft operated by the airline. The model's accuracy is demonstrated by correlation with the DOT Form 41 data from which it was derived. Passenger airlines are more accurately modeled than cargo airlines. An appendix presents a concise summary of the expense estimating equations with explanatory notes. The equations include many operational and aircraft variables, which accommodate any changes that airline and aircraft manufacturers might make to lower expenses in the future. In 1999, total operating expenses of the 67 airlines included in this study amounted to slightly over $100.5 billion. The economic model reported herein estimates $109.3 billion.

Harris, Franklin D.↗