CAMBRIDGE, MA -- Consider the last time you dealt with an airline service mishap: a bag lost in transit, a flight delayed or canceled, or an overbooked plane. Are you more or less likely to make a formal complaint about service quality if you're flying on a long-established "network" carrier or a newer, budget-friendly airline?
According to a new MIT study, passengers of low-cost upstarts tend to complain less, even though the quality of service may be the same as more expensive airlines.