For the past 23 years, business scholars at Wichita State and Purdue universities have been analyzing the performance of US airlines based on metrics such as percentage of on-time arrivals, mishandled bags and consumer complaints about overselling, reservation issues and service to disabled passengers.
However, even though frequent flyers are airlines’ highest-value customers, issues related to loyalty programs don’t have much of an impact in the Airline Quality Rating Report: they’re....