The Federal Government may do something along the lines of what I'm going to suggest, and if so, I hope somebody points me in that direction.
I flew United this weekend, and it sucked almost every way it could. Cancelled flights, long lines, continuing delays... and the worst thing about it was that United did not appear to be even remotely close to adequate staffing at their ticket center in Philadelphia. I had to go through the ticket lines twice - once upon my first cancellation, the second upon a 3 hour plus delay that was going to keep me from catching my connecting in LA (which was, of course, never to arrive that night, leaving me with the option of taking the shuttle to Bakersfield from LAX or staying the night at a cheap hotel in LA - I took the shuttle). I didn't fly ONE United flight on Saturday. And frankly, I don't plan on taking any United flights again for a long, long, time.
I'm writing United, but I sure feel that it's unsatisfactory. When I booked my flight, I had options to book through USAir, Continental, or United. The prices were similar, I took United because of the arrival and departure times, which ended up not mattering. What I wish I had access to when I booked my flight was a statistical complaint compilation of airlines, put together by an unrelated third party, done by an organization I know and have some trust level in the data.
What I would like is for the FAA to do this. I'd like them to catalog and code complaints for every airline with flights in the U.S., and make the overall information available to the public on the web. I'd like to know number of complaints by various category per 1 million air miles. It's not the federal government's job to provide customer service for those complaints, but it is a worthwhile job to hold a current and continuing statistical analysis of those complaints to the feet of the airlines. And, as part of law, all airline web sites would be required to post their most current "analysis" at their site, as well as have it as the centralized FAA web site.
Maybe this is already being done and I wasn't savvy enough to find it. But if it isn't... I think it's time.