More merger, more problems. Becoming the world’s largest airline carrier couldn’t save United from the top spot. According to the report, lack of service brought the company down, with the worst quality score of the 16 domestic carriers surveyed.
United has doubled luggage fees for very heavy bags in the past year, topping the pack at $200. Passengers reportedly complained of incorrect frequent flier balances and long customer service wait times as a result of the merger of customer data in March 2012 following the company merging with Continental in 2010.