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United Sinks to Bottom of Customer Satisfaction Barrel

Airline travel experiences were relatively satisfactory for passengers in 2012, based on a number of metrics — except for the most telling one of all: customer complaints. Those rose sharply, according to the Airline Quality Rankings Report, which examined 14 of the largest U.S. airlines and their performance. Overall, Virgin America claimed the highest customer satisfaction rank, while United Airlines scored the lowest. Complaints increased 20 percent year over year. The report was coauthored by professors at Purdue and Wichita State.

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