In both years the vast majority of complaints concerned flight delays, cancellations, mishandled baggage, and customer service.

在这两年中，绝大多数投诉都与航班延误、航班取消、行李处理不当和客户服务有关。

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Although according to a 2008 baggage report by SITA, the aviation industry lost 12.4 billion in 2007 as a result of mishandled baggage.

国际航空电讯协会(SITA) 2008行李报告称，2007年，航空业因为行李处理不当损失了124亿美元。

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The numbers cite each carrier's cancellation and mishandled baggage rate for July 2007, the most recent month for which data is available, plus average on-time performance from July 2006 to July 2007.

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Private researchers who analyzed federal data on airline performance also said in a report being released Monday that consumer complaints to the Department of Transportation surged by one-fifth last year even though other measures such as on-time arrivals and mishandled baggage show airlines are doing a better job.

NPR: Airline Passenger Complaints Surged In 2012

"The business traveler is seeing fuller planes, more delays, more of their baggage being mishandled, " says David Meyer, editor-in-chief of Business Travel News.

CNN: As business travel increases, so do costs and headaches