large bags away from the area. 150 people were killed in the crash last month allegedly caused by the co-pilot on a suicide mission. and it was a white knuckle moment for some passengers landing in houston when the plane slid off the runway. >> yeah, the accident came on the same day as a new report on airline quality. here's abc's david kerley. >> the united jet didn't make its high speed turn off the rain slickened houston runway. >> 1645, we're off the ramp here. >> reporter: the 737's nose stuck in the mud. the passengers from las vegas forced to take a bus to the terminal. frustrating. a new study on airlines shows they're not alone in their frustration. the results on time performance, lost bags, customer complaints, all worse for the airlines. in fact, the worst report in five years. >> i've had my luggage lost once or twice and sat on a runway for a couple hours. >> reporter: look at what's happened in just the past five years. 8% more of us are flying, but the airlines have retired jets,