ABSTRACT
Category of Rank complaint Number Percent
Decline in these ratios from 1979 to 1980 does not mean that the quality of service necessarily improved; for one reason the three top classes of complaints were the same for the two years. Except for Texas International, the actual number of complaints decreased, in some cases very markedly; between 1979 and 1980. American, Western, and United, decreased more than 50 percent.
