More baggage-handling mistakes, fewer on-time flights, but, surprisingly, fewer complaints—that’s the story of the airline industry last year, according to the 2007 Airline Quality Report. On-time arrivals dropped to 75.5 percent in 2006, down from 77.3 percent in 2005, according to the 17th annual report, co-authored by Brent Bowen, director of the Aviation Institute, University of Nebraska at Omaha, and Dean Headley, associate professor of marketing at the W. Frank Barton School of ...

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