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…denied boardings
and customer complaints. However, performance declined in on-time performance and baggage
handling in 2013.
The airline industry has performed well in recent years, according to the researchers. In
addition to 2013 being the best year ever, Dean Headley, associate professor of marketing at the W.
Frank Barton School of Business at…
https://www.wichita.edu/about/wsunews/archive/images/2014AQRletterhead.pdf