Virgin America's on-time performance slipped to 81.5% last year from 82.1% in 2013. Moreover, involuntary denied boardings more than doubled year over year as the airline "bumped" more customers.

However, Virgin America made up for slipping in these areas by mishandling slightly fewer bags and decreasing its formal complaint rate by more than 10%. As a result, it increased its lead over the runner-up from 0.1 points in 2013 to 0.23 points last year.

mishandlingส่วนมากเกิดจากอะไรครับ