there s this annual quality ranking that aeronautical university does that tracks the four things that matter to a passenger s experience. on time performance, lost bags being involuntary bumped off a flight and customer complaints. those four things all got worse in 2014. and it s likely to get even worse. customer complaints just as an example frontier airlines had the most customer complaints or the worst ranking. but overall complaints went up 22% last year. and it s only going to get worse. jenna: what about the airlines themselves? are complaints coming in because they re cutting back staff not doing as well less profitable or just the opposite? airlines have had incredible profitability. pest performing stock last year in the s&p 500 was southwest airlines which more than doubled. so it s not an issue of their financial stability.