<H1>SW Air No. 1 In Survey</H1><H3>By Barbara Cook</H3>
Washington, D.C - Southwest Airlines has regained the top spot from American Airlines in an annual national study that ranks the quality of airline service.
American has captured the number-one designation for four of the six years the study has been conducted, while Southwest has taken the lead the other two years.
The Airline Quality Rating (AQR) survey rated the nine major U.S. carriers in the following order for 1995: Southwest, American, United, Delta, America West, Northwest, USAir, TWA and Continental.
The study is jointly produced by researchers at the University of Nebraska at Omaha's (UNO) Aviation Institute and the W. Frank Barton School of Business at Wichita State University (WSU).
The airlines are judged on 19 criteria: average age of aircraft, number of aircraft, on-time performance, load factor, pilot deviations, number of accidents, frequent flyer awards, flight problems, denied boardings, mishandled baggage, fares, customer service, refunds, ticketing and boarding procedures, advertising, credit, financial stability, average seat-mile cost and a miscellaneous category.
The average industry score for last year was a slight improvement over the 1994 rating, according to Brent Bowen, director of the UNO Aviation Institute. He said that flight performance "may be turning the corner and following the financial recovery the industry is experiencing."
Among the major conclusions in this year's study is the finding that the overall difference between the highest- and lowest-rated carrier narrowed significantly, commented Dean Headley of WSU. In addition, the study indicated that Continental is the most improved airline despite its position at the bottom of the AQR.
Other findings included:
Southwest Airlines had an improved 1995 score compared with 1994 and recorded the best on-time percentage of the major carriers.
American lost its number-one slot largely due to poorer on-time performance. Moreover, the study found that, as with many airlines, frequent flyer program awards became more difficult to attain.
United maintained its third-place spot in the 1995 ratings, even though its average indicated a decline in performance from 1994. On the positive side, the carrier's denied boardings declined and its lost/mishandled baggage report improved.
Delta slightly improved its rating in 1995, showing a "steady" operating performance.
America West also improved its AQR for the year, which translated into a move from seventh to fifth place in the rankings.
Northwest slipped to lower performance levels during the year and now has the second worst record with lost baggage.
USAir continued a downward trend in AQR scores that began in 1993; however, the carrier did reduce the number of lost baggage claims last year.
TWA was a steady performer last year but had the worst on-time rate and baggage handling record of the major carriers.
Continental displayed dramatic gains in 1995, with better performance in denied boardings, better on-time performance, a more generous frequent flyer award program and 30 percent fewer lost bags.
The study projected that carriers' financial performance should continue to improve in 1996, based on moderate growth in passenger volume. Moreover, increased competition from startup carriers will produce routing changes to meet customer demand. Less price discounting will be seen this year, the researchers said, but the airlines will continue to try cost-cutting programs such as ticketless travel.