Elaine Thompson, United US Airways

Customer satisfaction with airlines decreased this past year, according to the annual Airline Quality Rating.

The report, which is analyzed by professors from Purdue and Wichita State Universities, rates airlines in four categories: On-time, denied boardings, mishandled baggage and customer complaints. The higher the number in each of these categories, except for on-time, the lower the score.

This is the 23rd year of the report, which uses the data taken from the Department of Transportation's Air Travel Consumer Report.

14 United
Elaine Thompson, United US Airways

Overall AQR score: -2.18

Percent of flights on-time (industry average is 81.8 percent): 80.2 percent

Number of complaints per 100,000 (industry average 1.43): 4.24 complaints

Mishandled bags per 1,000 passengers (industry average 3.07): 3.66

United was rated the lowest of the 14 airlines analyzed in 2012. The statistics for United are combined for United and Continental.

13 ExpressJet
Stephen Segraves via flickr

Overall AQR score: -1.95

Percent of flights on-time (industry average is 81.8 percent): 76.9 percent

Number of complaints per 100,000 (industry average 1.43): 1.07 complaints

Mishandled bags per 1,000 passengers (industry average 3.07): 5.52

Express Jet has the second lowest score for airlines this year. They have the worst mishandled baggage rate.

12 SkyWest
Samantha Clemens, Deseret News

Overall AQR score: -1.15

Percent of flights on-time (industry average is 81.8 percent): 81.6 percent

Number of complaints per 100,000 (industry average 1.43): 0.88 complaints

Mishandled bags per 1,000 passengers (industry average 3.07): 5.26

SkyWest decreased in ratings from 2011. Mishandled baggage, increased complaints and more boarding denials gave SkyWest one of the biggest rating drops.

11 American Eagle
Randomduck via flickr

Overall AQR score: -1.78

Percent of flights on-time (industry average is 81.8 percent): 81.6 percent

Number of complaints per 100,000 (industry average 1.43): 1.27 complaints

Mishandled bags per 1,000 passengers (industry average 3.07): 5.80

American has the largest improvement score of any other airline. Part of this is the huge decrease of mishandled baggage. Although still way above the average, in 2011 the rate of mishandled bags was 7.32.

10 American

Overall AQR score: -1.11

Percent of flights on-time (industry average is 81.8 percent): 76.9 percent

Number of complaints per 100,000 (industry average 1.43): 1.80 complaints

Mishandled bags per 1,000 passengers (industry average 3.07): 3.55

Though low on the list, American's score improved from -1.24 in 2011 to -1.11.

9 U.S. Airways
Matt Rourke, Associated Press

Overall AQR score: -0.87

Percent of flights on-time (industry average is 81.8 percent): 85.9 percent

Number of complaints per 100,000 (industry average 1.43): 1.74 complaints

Mishandled bags per 1,000 passengers (industry average 3.07): 2.14

US Airways saw the second highest improvement in ratings. In 2011, their overall score was -1.13 compared to -0.87 in 2012.

8 Southwest
Amy Sancetta, Associated Press

Overall AQR score: -0.81

Percent of flights on-time (industry average is 81.8 percent): 83.1 percent

Number of complaints per 100,000 (industry average 1.43): 0.25 complaints

Mishandled bags per 1,000 passengers (industry average 3.07): 3.08

Southwest's mishandled bag rate is slightly above average, however, they continue to hold the historical record of having the fewest complaints.

7 Frontier
Danny Chan La, Deseret News

Overall AQR score: -0.78

Percent of flights on-time (industry average is 81.8 percent): 77.9 percent

Number of complaints per 100,000 (industry average 1.43): 1.05 complaints

Mishandled bags per 1,000 passengers (industry average 3.07): 2.22

Frontier declined only slightly from 2011 in all rated areas.

6 Alaska
Al Grillo, Associated Press

Overall AQR score: -0.77

Percent of flights on-time (industry average is 81.8 percent): 87.5 percent

Number of complaints per 100,000 (industry average 1.43): 0.51 complaints

Mishandled bags per 1,000 passengers (industry average 3.07): 2.93

Alaska's score from 2011 slightly improved. All areas were scored worse this year, except an improved denied boardings performance.

5 Hawaiian
Paul Sakuma, Associated Press

Overall AQR score: -0.71

Percent of flights on-time (industry average is 81.8 percent): 93.4 percent

Number of complaints per 100,000 (industry average 1.43): 0.89 complaints

Mishandled bags per 1,000 passengers (industry average 3.07): 2.88

Though Hawaiian decreased from the year before in mishandled baggage and complaints, they are the most punctual of all airlines scoring the best in on-time flights.

4 Delta
Alan Diaz, Associated Press

Overall AQR score: -0.58

Percent of flights on-time (industry average is 81.8 percent): 86.5 percent

Number of complaints per 100,000 (industry average 1.43): 0.73 complaints

Mishandled bags per 1,000 passengers (industry average 3.07): 2.10

Delta showed improvement this year in all four areas, except they had more boarding denials. In 2011 their denied boarding score was 0.31 per 10,000, but it increased slightly to 0.51 in 2012.

3 AirTran Airways
Michael Dwyer, Associated Press

Overall AQR score: -0.51

Percent of flights on-time (industry average is 81.8 percent): 87.1 percent

Number of complaints per 100,000 (industry average 1.43): 0.91 complaints

Mishandled bags per 1,000 passengers (industry average 3.07): 1.58

Though AirTran was rated well, there were more complaints as well as denying boarding this year compared to 2011.

2 Jet Blue Airways
Damian Dovarganes, Associated Press

Overall AQR score: -0.43

Percent of flights on-time (industry average is 81.8 percent): 79.1 percent

Number of complaints per 100,000 (industry average 1.43): 0.79 complaints

Mishandled bags per 1,000 passengers (industry average 3.07): 1.88

Jet Blue improved in being on time as well as having fewer costumer complaints from 2011.

1 Virgin America
Bob Riha, Getty Images

Overall AQR score: -0.35

Percent of flights on-time (industry average is 81.8 percent): 83.5 percent

Number of complaints per 100,000 (industry average 1.43): 1.5 complaints

Mishandled bags per 1,000 passengers (industry average 3.07): 0.87

This is Virgin America's first time required to report performance data. Overall, they have the best ratings of any other airline this year, with the second best score of involuntary denied boarding performance.