The best performing airline was Hawaiian Airlines; the worst was American Eagle. American Eagle was also the worst at losing or mishandling bags, while the most careful with your luggage was Virgin America. Researcher Dan Headley says the drop in complaints might reflect “a certain amount of resignation” that “it’s never wonderful for airline passengers.”
Airlines are falling behind schedule more often and mishandling more bags, but consumer complaints to the federal government dropped 15 percent last year after spiking in 2012. Airlines operated 78.4 percent of their flights on time in 2013, down from 81.8 percent in 2012.