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For every thousand passengers, about 3 reports of lost or damaged bag. thats better than last year. as for customer complaints, airlines fielded more than 11,000 in 2012. thats an increase of more than 20%. reports authors say passengers also hold airlines responsible for issues outside of their control like slow airport security and crowded parking lots, shep? >> shepard: rich, thanks. add theft to the list of concerns at airports. charged baggage handler saint paul stealing stuff right out of ...