A new J.D. Power and Associates study of customer satisfaction with North American airlines underscores some of the risks that accompany the benefits of merging two carriers or charging for the first checked bag. It also highlights the price airlines could pay for having surly employees, particularly with its most potentially influential customers. The 2011 North American Airline Satisfaction Study by J.D. Power—which, like Aviation Week, is owned by The McGraw-Hill Companies—is based on ...


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