For the month of May, American had by far the worst on-time record amongst the ten majors at 65%, and logged the most complaints at 248 or about 3.7 per 100,000 pax. While it not sound like very many, Southwest, only received .5 per 100,000. Baggage handling wasn't the worst, but it was below average.
Only just last year, American had the second best on-time record at 80.1 % and ranked average in baggage, involuntary denied boardings and complaints filed to the DOT. Although involuntary denied boardings decreased slightly, everything else has gotten much worse, and safety concerns seem to be mounting (and this goes beyond the media hype). Flight service still seems to be OK, from the limited times I have flown, but I can't really tell. Any thoughts on this...does this have anything to do with Crandall's departure?