Air Transport World

Complaints continue to decline. (World Airline Report 1990)

There seems to be an enduring hierarchy in U.S. major airlines' ability to please-or displease-their passengers, the carriers grouping in three separate clusters year after year. Delta once again is at the top of the list, the airline that least irritated its passengers into complaining to the Department of Transportation. Southwest came within a whisker of nabbing the front spot and maintained its No. 2 slot. American Airlines rounds out the top three with its third consecutive third-place finish.

While the Top Three have maintained their positions consistently, the middle four have been trading places but never escaping the middle cluster. USAir regained its No. 4 slot from two years ago and Northwest and United came in fifth and sixth again. …

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