“Every on-time departure, every bag and every customer interaction really counts”

US Airways ranked number one in on-time performance, baggage handling and customer satisfaction among the major network carriers for May, according to the latest Transportation Department report — a rare trifecta. It’s even more impressive, considering that just a few years ago, the airline consistently ranked near the bottom of the list. I asked Kerry Hester, the airline’s vice president for reservations and customer service planning, to shed some light on the numbers, and what they mean to passengers

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