Among the specific findings: On-time performance: Overall, the industry operated 81.8 percent of its flights on time last year, up from 80 percent in 2011. Hawaiian Airlines had the best record (93.4 percent); American Airlines and ExpressJet (76.9 percent) had the worst. Denied boardings: U.S. airlines bumped more passengers last year — 0.97 per 10,000 passengers vs. 0.78 per 10,000 passengers in 2011 — with JetBlue posting the lowest rate (0.01) and SkyWest the highest (2.32) Mishandled bags: The mishandled baggage rate for the industry decreased from 3.35 per 1,000 passengers in 2011 to 3.07 in 2012. Virgin America had the best record (0.87 bags per 1,000 passengers); American Eagle had the worst (5.80 bags per 1,000 passengers). And yet, despite the improvement in two of the three categories above, customer complaints, as reported to DOT, jumped 20 percent last year: In 2011, 9,414 passengers filed complaints against U.S. carriers (1.19 complaints per 100,000 passengers); in 2012, 11,445 did so, generating a rate of 1.43 complaints per 100,000 passengers. Get the full story at