While data from the US Department of Transportation (DOT) shows improvement in airline customer service over the past decade, passenger complaints to the agency have increased over 10% during the same period, according to a recent report from the US Government Accountability Office (GAO). Over the 10-year period of the review, the GAO counted the lowest rate of involuntary denied boardings occurred in 2017, down to just 0.003% of all passengers, a decrease from previous years. Voluntary ...

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