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washington with the grades. doug? reporter: this report is a bit of a mixed bag. airlines are for the most part holding their ground in performance a record 2012 basically as good as their best year, 2011. virgin america, jetblue and airtran landed top three spots in quality. bringing up the here of 14 airlines measured, skywest, express jet and very last place united. united responded to ranking, that read in part, united operations improved significantly in fall of 2012 and we continue to meet or exceed on time standard and set new records for performance. despite generally very good performance standings, complaints from travelers though have skyrocketed. the study s authors say that may be because united underwent recent merger with continental. similar effects may result in the brand new merger of us airways and american. you have two mediocre alines. when you put two mediocre airlines together, what are you going to get? one worse airline.