According to Brent Bowen, co-author of the survey and professor at the Aviation Institute of Omaha, last year "was the worst year for US airlines." The performance of US airlines was not distinguished by high service quality: passengers complained about delays and cancellations, lost and damaged baggage. The number of dissatisfied passengers increased to 60%. Complaints about US Airways and Comair, for example, doubled. The most complaints were about US Airways, the least – about Southwest Airlines. As reported by Gazeta.Ru, the only company whose performance did not worsen since last year is Mesa Airlines, according to the study.
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