The 2011 Middle Seat Scorecard
The Leader in Lost Bags, Canceled Flights - WSJ.com
In the latest rankings, American places last in customer service; Alaska tops the list and Delta makes a big turnaround from the previous year. The annual Middle Seat scorecard ranks airline carriers on key measures as reported by the DOT and FlightStats.com - on-time arrivals, long delays, canceled flights, mishandled bags, bumped passengers and passenger complaints filed.
Its interesting that Southwest who doesn't charge for checked bags, had the second-worse rate of mishandled bags; only American was worse.
To see all rankings on the scorecard: