VI- "Real Answers Never Show Up on Radar, Passengers Say" - Evan Osnos - Chicago Tribune

". . .Often accidentally, but sometimes deliberately, airlines give customers inaccurate, incomplete or inconsistent information. It begins before they ever buy a ticket -- with unevenly defined "on-time arrival" formulas that muddy performance comparisons -- and persists after they return home, with different airlines setting different times to start the clock for the industry's commitment to return lost luggage within 24 hours. . ."

Description:In this Pulitzer Prize winning series, Chicago Tribune staff writers expose the issues airlines face.

Rights: Access to online material.