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Not-so-friendly Skies: Why air travel in America has become such a hassle

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First of a five-part series Americans are flying to more places, more often, than at any time in the country’s history, but they are also unhappier about the commercial airline experience than they were 20 years ago. According to the 2013 edition of the annual American Customer Satisfaction Index survey, the commercial airline industry gets a D+ rating as only 69 percent of passengers...