Airlines know their consumers. I'm not sure they know how far they can push them.

Every airline performed more poorly in baggage handling. The big question is: why?

We're only growing the system now. Unless we fix a few things, we'll probably continue to have poorer and poorer performances as the years go by.

We found that this year, for the second year in a row, airline quality as a whole has gone down across the industry.

Our performance is about as bad as it was then. Unless we fix a few things, we're probably going to continue to have poorer and poorer performance.

They're less on time, they're losing bags at a rate they've never done before, and people are complaining again.