bnoble
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The complete article is probably paywalled; I'm a subscriber, so I'm not sure how much is public. But here is the link:
The Leader in Lost Bags, Canceled Flights - WSJ.com
Methodology:
Overall rankings:
1: Alaska
2: Delta
3: Southwest/Airtran (combined)
4: USAir
5: jetBlue
6: United/Continental (combined)
7: American
There is also a blog entry that might not be paywalled with some of the details of the full article:
Airline Rankings: Best and Worst for Customer Service in 2011 - The Middle Seat Terminal - WSJ
The Leader in Lost Bags, Canceled Flights - WSJ.com
Methodology:
The Middle Seat scorecard ranks major carriers each year on a number of key measures important to travelers: on-time arrivals, long delays, canceled flights, mishandled bags, passengers bumped from flights and complaints filed with the Department of Transportation.
Overall rankings:
1: Alaska
2: Delta
3: Southwest/Airtran (combined)
4: USAir
5: jetBlue
6: United/Continental (combined)
7: American
There is also a blog entry that might not be paywalled with some of the details of the full article:
Airline Rankings: Best and Worst for Customer Service in 2011 - The Middle Seat Terminal - WSJ