U.S. airlines in 2012 achieved the second-best performance scores in 23 years, according to a report. "Over the 20 some year history we've looked at it, this is still the best time of airline performance we've ever seen," said Dean Headley, a business professor at Wichita State University in Kansas who co-wrote the report. Victoria Day, a spokeswoman for Airlines for America, said that "U.S. airlines have been working to improve the customer experience and have reinvested more than $9 billion last year, which has resulted in the best-ever bag handling and third-best on-time performance," adding that the modest increase in complaints is relatively low for companies in the service industry.

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