Last year was a tough, sloppy one for U.S. air travel. Despite improving financial performance, carriers and their customers suffered declines in the quality of service, plagued by everything from more misplaced baggage to more late departures.

While US Airways Group Inc. had robust earnings, it also had some sizable problems in customer service, ranking last among the 10 biggest airlines in the rate at which bags were lost and the frequency of consumer complaints. The same could be said for Continental Airlines Inc. – strong financial performance with lots of growth, but a black eye from ending up in last place in both on-time percentage and the rate that it involuntarily bumped passengers from flights.

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