In 2008, air travelers experienced their best year for customer service since 2004. The rate of lost bags, late arrivals, and consumer complaints were all down, according to an annual survey of airline quality.
The study found that all 17 airlines improved their overall performance in 2008, bouncing back from their worst-ever rankings in 2007. And, in a rare occurrence, the industry improved in all four major categories of the Airline Quality Rating: on‐time performance, baggage handling, denied boardings and customer complaints.
US Airways was the most improved airline last year, while United improved the least.