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United faces steep climb to fix reputation

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Passengers surveyed by Skytrax, an airline quality rating agency, give United a grade of three out of 10, the same as the low-cost carrier Spirit Airlines.

New York

THE merger of Continental Airlines and United Airlines in 2010 was supposed to combine Continental's reputation for solid customer service with the broader reach of United's domestic and international network.

Instead, the five-year-old marriage has turned into an exercise