Alaska Airlines (AS) had performance improvement in two of the four areas tracked. Better on-time arrival performance (82.9% in 2009 compared to 78.3% in 2008) and fewer mishandled bags per 1,000 passengers (3.98 in 2009 compared to 4.47 in 2008) were the bright spots in 2009. A large increase in involuntary denied boardings (2.03 in 2009 compared to 0.63 per 10,000 passengers in 2008) and a small increase in the rate of customer complaints (0.50 per 100,000 passengers in 2009 compared to 0.45 in 2008) brought Alaska Airlines overall AQR score down for 2009. With only two areas showing improvement, the AQR score of -1.39 for Alaska Airlines for 2009 was worse than their 2008 AQR score of -1.16. Alaska Airlines was the only airline rated that had a decline in their AQR score in 2009 compared to 2008.