Why Discount Airlines Draw Fewer Complaints (Hint: It's Not Better Service)

United passengers line up to rebook flights that were canceled due to weather on Feb. 8, 2013, in San Francisco Photograph by Justin Sullivan/Getty Images

Airline passengers complain dramatically more about large airlines than they do about discounters, even when the actual quality of the carriers’ performance is similar, according to a new paper that examined traveler complaints to the federal government over a decade.

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