Fewer flights arrived on time and airlines mishandled more luggage last year, and yet customer complaints declined, according to operational data compiled by aviation researchers.

The annual quality ratings out today come as the U.S. airline industry is putting the finishing touches on its massive consolidation, with American Airlines (AAL) and US Airways four months into creating the world’s largest carrier. The industry’s on-time arrival rate was 78.4 percent in 2013, down from 81.8 percent the prior year. American Airlines’ regional carrier, American Eagle, was the worst performer in that category—only 72.1 percent of its flights were on schedule. Hawaiian Airlines(HA) had the best showing at 93 percent in both 2012 and 2013.

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