Coffee, Tea And On Time Arrival

Customer satisfaction is a top priority at airlines again

To many American travelers, airline quality is an oxymoron. Ted J. Kreder, director of hobby sales for Dallas-based trading-card company Pinnacle Brands Inc., complains of frequent flight cancellations, late arrivals, and lousy food. "It's a function of some of the downsizing," he says. "Service suffers."

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