+---------------------------------+------------------------------------+
| ![](media/image1.pn             | ![](media/image                    |
| g){width="0.8618055555555556in" | 2.png){width="4.886805555555555in" |
| height="0.8277777777777777in"}  | height="1.3902777777777777in"}     |
|                                 |                                    |
| U.S. Department                 |                                    |
|                                 |                                    |
| of Transportation               |                                    |
+---------------------------------+------------------------------------+

> ***Air Travel***
>
> ***Consumer Report***

+---------------------------+------------------------------------------+
| >                         | **Issued: NOVEMBER 1998**                |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays September 1998           |
|                           | >                                        |
|                           | > Mishandled Baggage September 1998      |
|                           | >                                        |
|                           | > January-September1998                  |
|                           | >                                        |
|                           | > Oversales 2^nd^ Quarter 1998           |
|                           | >                                        |
|                           | > January-June 1998                      |
|                           | >                                        |
|                           | > Consumer Complaints September 1998     |
|                           | >                                        |
|                           | > January-September 1998                 |
+---------------------------+------------------------------------------+

> ***Office of Aviation Enforcement and Proceedings***
>
> *http://www.dot.gov/airconsumer/*

**[Table of Contents]{.smallcaps}**

**Section Page**

***INTRODUCTION*** \...\...\...\...\...\...\.......2

***Flight Delays***

**Explanation** \...\...\...\...\...\...\.......3

**Table 1** \...\...\...\...\...\...\.......4

> Overall Percentage of Reported Flight
>
> Operations Arriving On Time, by Carrier

**Table 1A** \...\...\...\...\...\...\.......5

> Overall Percentage of Reported Flight
>
> Operations Arriving On Time and Carrier Rank,
>
> by Month, Quarter, and Data Base to Date

**Table 2** \...\...\...\...\...\...\.......6

> Number of Reported Flight Arrivals and Per-
>
> centage Arriving On Time, by Carrier and Airport

**Table 3** \...\...\...\...\...\...\.......8

> Percentage of All Carriers\' Reported Flight
>
> Operations Arriving On Time, by Airport and
>
> Time of Day

**Table 4** \...\...\...\...\...\...\......9

> Percentage of All Carriers\' Reported Flight
>
> Operations Departing On Time, by Airport and
>
> Time of Day

**Table 5** \...\...\...\...\...\.......10

> List of Regularly Scheduled Flights
>
> Arriving Late 80% of the Time or More (Check for all pages)

**Table 6** \...\...\...\...\...\...\.....11

> Number and Percentage of Regularly
>
> Scheduled Flights Arriving Late 70% of the
>
> Time or More

**Table 7** \...\...\...\...\...\...\.....12

> On-Time Arrival and Departure
>
> Percentage, by Airport

**Footnotes** \...\...\...\...\...\...\.....14

**Appendix** \...\...\...\...\...\...\.....15

**Section Page**

***Mishandled Baggage***

**Explanation** \...\...\...\...\...\..........16

**Ranking\--Month** \...\...\...\...\...\..........17

**Ranking\--YTD** \...\...\...\...\...\..........18

***Oversales***

**Explanation** \...\...\...\...\...\..........19

**Ranking\--Quarter** \...\...\...\...\...\..........20

**Ranking\--YTD** \...\...\...\...\...\..........21

***Consumer Complaints***

**Explanation** \...\...\...\...\...\..........22

**Complaint Tables 1-5 (Month)** \...\...\...\.....23

> Summary, Complaint Categories, U.S. Airlines,
>
> Incident Date, and Companies Other Than
>
> U.S. Airlines

**Rankings, Table 6 (Month)** \...\...\...\.....28

**Complaint Tables 1-4 (YTD)** \...\...\...\.....29

> Summary, Complaint Categories, U.S. Airlines,
>
> and Companies Other Than U.S. Airlines

**Rankings, Table 5 (YTD)** \...\...\...\.....35

**Complaint Categories** \...\...\...\.....36

![](media/image4.wmf){width="3.3208333333333333in"
height="1.4597222222222221in"}

**[INTRODUCTION]{.underline}**

The Air Travel Consumer Report is a monthly product of the Department of
Transportation\'s Office of Aviation Enforcement and Proceedings. The
report is designed to assist consumers with information on the quality
of services provided by the airlines.

The report is divided into four sections. These sections deal with
flight delays, mishandled baggage, oversales and consumer complaints.
Each section of the report is preceded by a brief explanation of how to
read and understand the information provided.

The report normally is released by the end of the first week of each
month. If you are interested in obtaining a single copy, write to the
Office of Aviation Enforcement and Proceedings, U.S. Department of
Transportation, 400 7th Street, S.W., C-75/Room 4107, Washington, DC
20590. The report is also available via the Internet at
*http://www.dot.gov/airconsumer/.*

![](media/image5.wmf)

**[FLIGHT DELAYS]{.underline}**

This section provides information about airline on-time performance and
flight delays. It is based on data filed by airlines each month with the
Department of Transportation as required by 14 CFR Part 234 of DOT\'s
regulations. It covers nonstop scheduled-service flights between points
within the United States (including territories) by the largest U.S. air
carriers, i.e., those with at least one percent of total domestic
scheduled-service passenger revenues. These 10 airlines account for more
than 90 percent of domestic operating revenues.

The rule requires carriers to currently report on operations to and from
the 29 U.S. airports that account for at least one percent of the
nation\'s total domestic scheduled-service passenger enplanements (see
Appendix for a complete list of the reportable airports). However, all
10 airlines have voluntarily provided data for their entire domestic
systems, and that information is included in this report.

A flight is counted as \"on time\" if it operated less than 15 minutes
after the scheduled time shown in the carriers\' Computerized
Reservations Systems. All tables in this report except Table 4 are based
on gate arrival times; Table 4 is based on gate departure times.
Cancelled and diverted operations are counted as late.

In fulfilling DOT's data reporting requirements, the reporting air
carriers use automated and/or manual systems for collecting flight data.
Those using an automated system rely on the Aircraft Communication
Addressing and Reporting System (ACARS). Based on the latest information
available to DOT, of the 10 reporting air carriers, 4 (American,
Northwest, United and US Airways) use ACARS exclusively; 3 (Alaska,
America West and Southwest) rely solely on their pilots, gate agents
and/or ground crews to record arrival times manually; and 3
(Continental, Delta and TWA) use a combination of ACARS and manual
reporting systems.

As indicated above, a carrier may voluntarily file data for its entire
domestic system. Tables 2, 3, and 4 are limited to the 29 required or
\"reportable\" airports; Tables 5, 6 and 7 contain data on flights
to/from all airports that were reported. Table 1 has one column for the
29 \"reportable\" airports and another for all of the airports reported;
see footnote C for additional explanation.

Tables 1 through 4 display percentages of flight operations that were on
time, while Tables 5 and 6 show service that was late. Tables 1, 1A, and
2 present data by carrier; airlines are ranked by performance in Table 1
and are listed in alphabetical order by carrier code in Table 2 (see
Appendix for codes). Beginning with the February 1988 report, Table 1A
shows carrier rankings by month and time-series data on the percentage
of flight operations that arrived on time.

Tables 3 and 4 provide information by airport and time of day. Table 5
is a list of the most frequently delayed flights, showing the percentage
of each flight\'s operations that were late that month and the average
and median number of minutes the flight was late. The flights with the
highest percentage of late operations are listed first in Table 5; where
percentages are identical, flights are listed alphabetically by carrier
code. Table 6, like Tables 1, 1A, and 2, presents data by carrier, but
lists the carriers in rank order from worst to best based on the number
of flights which were late 70% of the time or more. Table 7 lists more
than 200 cities in alphabetical order with the corresponding on-time
arrival and departure percentages.

Tables 3, 4, and 5 contain information on the time of day that a flight
operated. All times are local. A 10:50 a.m. departure from Atlanta is
10:50 a.m. Atlanta time; if that flight arrived in Dallas at 11:45 a.m.,
that is 11:45 a.m. Dallas time. If a flight\'s scheduled operating time
changed during the month, Table 5 shows the time that was in effect for
the last flight operation performed that month.

This report provides summary information; except for the few flights
listed in Table 5, it does not show the on-time record of individual
flights. A printout showing the performance of each specific flight
reported to DOT is available for inspection in the Reports Reference
Room (room 4201) of the Office of Airline Information at DOT\'s
headquarters in Washington, D.C. The on-time performance for individual
markets and flights can be searched at
*http://www.bts.gov/ntda/oai/search.htm*. Computer tapes containing data
for all reported flight operations are available for purchase from the
Transportation Systems Center in Cambridge, Massachusetts. The
Department cannot respond to inquiries about the performance of
individual flights.

However, information on the performance of specific flights is displayed
on the Computerized Reservations Systems used by most airlines and
travel agencies. Each of the reporting carriers\' flights has a
one-digit code between 0 and 9 representing that flight\'s percentage of
on-time operations for the latest reported month. For example, \"8\"
means that flight arrived on time (within 15 minutes) between 80% and
89.9% of the time during the latest reported month.

![](media/image6.wmf){width="1.3027777777777778in"
height="0.4486111111111111in"}

SEPTEMBER 1998

AIR TRAVEL CONSUMER REPORT

TABLE 1. OVERALL PERCENTAGE OF REPORTED FLIGHT OPERATIONS ARRIVING ON
TIME

BY CARRIER

AT 29 REPORTABLE AIRPORTS B/ AT ALL REPORTED AIRPORTS C/

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

NUMBER OF PERCENT OF NUMBER OF PERCENT OF

AIRPORTS ARRIVALS AIRPORTS ARRIVALS

CARRIER A/ REPORTED ON TIME D/ REPORTED ON TIME D/

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--

TWA S/ 28 87.7 72 87.7

DELTA S/ 29 85.8 119 86.2

US AIRWAYS S/ 25 86.6 88 86.2

CONTINENTAL S/ 27 85.9 77 85.9

SOUTHWEST S/ 14 85.3 53 85.3

AMERICAN S/ 29 82.4 94 82.3

UNITED S/ 29 79.6 100 79.3

ALASKA S/ 7 79.0 35 78.2

AMERICA WEST S/ 26 69.3 51 69.2

NORTHWEST S/ 28 36.2 113 36.1

T O T A L 78.9 78.9

Notes: For simplicity, statistics are displayed to two decimal places.
Actual ranking

order is based on our computer carrying out the number of decimal places
to nine.

During the month of September, air carrier operations were adversely
affected by

Hurricane Georges. Many flights were cancelled or delayed as a result of
this storm.

SEPTEMBER 1998

AIR TRAVEL CONSUMER REPORT

TABLE 1A. OVERALL PERCENTAGE OF REPORTED FLIGHT OPERATIONS ARRIVING ON
TIME

AND CARRIER RANK, BY MONTH, QUARTER, AND DATABASE TO DATE

4TH QUARTER 1ST QUARTER 2ND QUARTER 3RD QUARTER 12 MONTHS DATA BASE TO
DATE

CARRIER OCT-DEC 97 JAN-MAR 98 APR-JUN 98 JUL-SEP 98 JUL 98 AUG 98 SEP 98
OCT97-SEP98 SEP 87-SEP 98

\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-\-\-\--

\% RANK % RANK % RANK % RANK % RANK % RANK % RANK % RANK % RANK

\-\-\-\-\-\-\-- \-\-\-\-\-\-\-- \-\-\-\-\-\-\-- \-\-\-\-\-\-\--
\-\-\-\-\-\-\-- \-\-\-\-\-\-\-- \-\-\-\-\-\-\-- \-\-\-\-\-\-\--
\-\-\-\-\-\-\--

ALASKA 70.3 (10) 70.7 (9) 75.2 (5) 74.8 (8) 72.3 (9) 74.0 (8) 78.2 (8)
72.8 (8) 78.3 (7)

AMERICA WEST 75.6 (9) 67.9 (10) 71.5 (8) 66.5 (9) 64.9 (10) 65.5 (9)
69.2 (9) 70.3 (9) 81.0 (2)

AMERICAN 79.9 (2) 79.6 (2) 81.0 (2) 80.0 (6) 80.9 (4) 76.9 (5) 82.3 (6)
80.1 (2) 80.0 (3)

CONTINENTAL 77.8 (4) 72.0 (7) 73.8 (6) 81.0 (5) 80.7 (5) 76.7 (6) 85.9
(4) 76.2 (6) 78.4 (6)

DELTA 75.7 (8) 75.0 (4) 77.3 (3) 83.6 (2) 81.9 (2) 82.7 (2) 86.2 (2)
77.9 (4) 77.4 (9)

NORTHWEST 77.0 (6) 73.6 (6) 67.2 (10) 58.6 (10) 74.5 (7) 63.9 (10) 36.1
(10) 69.1 (10) 79.9 (4)

SOUTHWEST 79.7 (3) 77.0 (3) 82.5 (1) 83.9 (1) 83.9 (1) 82.6 (3) 85.3 (5)
80.8 (1) 84.0 (1)

TWA 77.7 (5) 73.9 (5) 72.8 (7) 82.8 (3) 77.5 (6) 83.5 (1) 87.7 (1) 76.8
(5) 77.4 (8)

UNITED 76.3 (7) 71.6 (8) 70.7 (9) 76.0 (7) 73.9 (8) 75.0 (7) 79.3 (7)
73.7 (7) 76.9 (10)

US AIRWAYS 80.6 (1) 81.5 (1) 75.8 (4) 81.4 (4) 81.0 (3) 77.3 (4) 86.2
(3) 79.8 (3) 79.2 (5)

TOTAL 77.8 75.4 75.7 78.3 78.9 77.0 78.9 76.8 79.1

SEPTEMBER 1998

AIR TRAVEL CONSUMER REPORT

TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON
TIME D/

BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

ATL BOS BWI CLT CVG DCA DEN

\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-\--

\# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF
% ON

CARRIER ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR.
TIME

\-\-\-\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--

AA 729 80.0 1289 79.8 211 77.3 179 80.4 90 80.0 951 81.5 558 83.0

AS H/ H/ H/ H/ H/ H/ H/

CO 750 84.0 844 85.8 309 89.0 111 91.0 H/ 636 86.8 378 91.3

DL 17379 84.1 1644 85.3 356 89.0 263 90.5 6123 88.3 1208 88.2 564 88.3

HP 111 63.1 207 61.4 177 66.1 H/ H/ 84 69.0 228 62.7

NW 516 31.6 572 37.4 338 39.1 199 29.6 30 36.7 570 38.2 281 31.3

TW 198 83.8 209 86.6 178 89.3 113 91.2 138 87.0 279 91.0 176 84.7

UA 496 78.6 1136 78.6 358 73.2 146 80.8 166 75.3 500 78.6 8722 86.2

US 538 79.9 2371 79.7 2149 90.1 9338 90.5 H/ 2672 87.9 213 87.8

WN H/ H/ 1974 89.6 H/ H/ H/ H/

TOTAL 20717 82.3 8272 78.1 6050 84.8 10349 89.0 6547 87.6 6900 82.1
11120 84.5

ARRIVAL AIRPORT

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

DFW DTW EWR IAH JFK LAS LAX

\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-\--

\# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF
% ON

CARRIER ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR.
TIME

\-\-\-\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--

AA 13686 89.3 458 80.6 940 73.2 603 73.3 896 82.4 353 82.2 2017 82.9

AS H/ H/ H/ H/ H/ 240 72.9 730 79.2

CO 530 89.2 306 82.7 5905 85.2 8247 88.5 H/ 341 87.7 790 83.9

DL 3799 88.2 325 88.3 656 86.3 413 88.4 1017 84.5 717 88.6 1461 85.1

HP 192 70.3 119 62.2 240 58.3 150 62.7 180 71.7 2214 69.6 605 63.8

NW 453 36.9 9769 36.4 504 36.7 H/ 86 31.4 322 31.7 530 33.2

TW 307 87.9 240 89.2 175 89.7 H/ 929 85.9 180 84.4 332 84.0

UA 540 77.6 322 83.9 980 78.4 367 77.7 510 84.3 1166 82.2 5082 78.0

US 315 88.3 416 84.4 431 82.6 320 85.0 H/ 172 80.8 447 83.4

WN H/ 552 83.2 H/ 185 78.4 H/ 4116 86.2 3375 84.3

TOTAL 19822 87.3 12507 46.6 9831 80.2 10285 86.6 3618 82.4 9821 79.8
15369 79.3

SEPTEMBER 1998

AIR TRAVEL CONSUMER REPORT

TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON
TIME D/

BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

LGA MCO MIA MSP ORD PDX PHL

\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-\--

\# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF
% ON

CARRIER ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR.
TIME

\-\-\-\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--

AA 1491 77.7 552 75.9 3060 74.4 528 77.5 8802 79.7 210 89.5 702 72.1

AS H/ H/ H/ H/ H/ 1352 84.2 H/

CO 443 84.7 592 83.1 336 80.1 222 82.9 640 76.6 90 82.2 276 90.6

DL 1995 87.7 2951 87.2 448 75.9 327 82.3 825 79.5 596 92.1 504 82.5

HP 59 74.6 60 48.3 60 53.3 121 66.1 145 53.8 186 73.1 169 61.5

NW 581 35.6 451 39.7 282 35.8 9026 37.0 766 33.9 194 37.6 435 35.2

TW 204 85.8 326 90.5 208 88.0 275 82.5 361 80.3 125 90.4 169 88.8

UA 702 77.5 484 86.6 420 78.1 623 80.4 12336 79.7 982 81.3 733 80.4

US 2182 82.1 1219 86.8 386 83.9 236 89.4 630 81.6 H/ 6323 83.1

WN H/ 978 86.8 H/ H/ H/ 884 89.3 H/

TOTAL 7657 78.9 7613 82.9 5200 74.1 11358 46.0 24505 78.1 4619 83.5 9311
79.7

ARRIVAL AIRPORT

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

PHX PIT SAN SEA SFO SLC STL TPA

\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--

\# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF
% ON \# OF % ON

CARRIER ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR.
TIME ARR. TIME

\-\-\-\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--

AA 475 83.8 90 91.1 531 82.9 451 92.2 914 76.1 176 88.1 348 66.7 300
83.0

AS 216 57.4 H/ 360 77.5 3712 80.1 514 70.2 H/ H/ H/

CO 276 86.2 85 91.8 228 84.2 258 84.9 514 72.2 116 85.3 161 83.9 401
80.5

DL 713 79.0 266 90.2 446 85.7 627 89.8 744 70.8 4773 88.3 206 80.1 987
85.5

HP 5742 74.2 H/ 294 61.9 204 65.7 358 48.6 117 64.1 75 60.0 30 43.3

NW 240 39.6 174 31.0 180 34.4 542 38.0 439 28.5 120 28.3 467 33.4 289
37.0

TW 206 83.5 164 88.4 150 89.3 205 90.7 214 76.6 94 80.9 10045 88.5 205
92.7

UA 1014 81.7 169 71.6 982 77.1 1454 78.7 7062 72.6 434 81.8 285 82.8 260
71.9

US 210 86.2 8029 88.8 150 88.0 183 83.1 356 79.5 H/ 208 88.0 998 83.5

WN 4732 85.2 H/ 2261 84.0 925 88.5 517 75.4 1079 90.6 2500 81.4 1006
83.7

TOTAL 13824 78.8 8977 87.4 5582 79.9 8561 79.6 11632 70.6 6909 86.7
14295 84.5 4476 80.2

SEPTEMBER 1998

AIR TRAVEL CONSUMER REPORT

TABLE 3. PERCENTAGE OF ALL CARRIERS\' REPORTED FLIGHT OPERATIONS
ARRIVING ON TIME D/

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

SCHEDULED
\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

ARRIVAL TIME ATL BOS BWI CLT CVG DCA DEN DFW DTW EWR IAH JFK LAS LAX LGA
MCO

\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--

600 - 659 AM 87.0 81.0 53.3 93.3 92.1 J/ 100.0 93.2 35.7 84.6 100.0 84.5
100.0 86.7 J/ 84.7

700 - 759 AM 91.4 88.8 97.7 95.0 89.3 93.1 94.4 95.1 34.9 82.9 89.9 95.0
89.6 91.5 96.4 86.6

800 - 859 AM 80.9 86.4 88.8 91.8 84.7 86.2 89.1 93.3 43.6 86.8 90.4 51.8
91.4 92.7 85.8 93.7

900 - 959 AM 82.6 86.6 90.4 87.9 90.7 91.1 87.2 91.4 41.2 89.6 84.9 81.8
90.2 84.8 90.6 88.2

1000 - 1059 AM 83.2 83.6 89.4 93.3 88.5 82.2 85.8 90.5 66.4 84.1 90.2
93.2 82.3 80.3 83.8 90.2

1100 - 1159 AM 82.1 83.0 91.1 92.2 92.6 83.6 85.8 84.0 37.3 90.0 91.2
87.1 80.1 75.8 87.3 86.1

1200 - 1259 PM 87.5 78.9 95.4 88.8 96.7 87.6 82.6 91.1 45.8 77.2 91.1 J/
78.2 81.8 81.1 83.0

100 - 159 PM 81.9 91.7 88.7 90.2 87.4 89.5 85.5 86.6 45.4 88.2 84.8 77.8
80.5 81.0 80.5 83.2

200 - 259 PM 84.9 79.2 88.1 93.0 95.2 85.9 88.2 86.1 46.4 85.0 84.3 87.4
79.4 81.0 84.5 83.0

300 - 359 PM 85.9 77.9 87.1 88.0 83.9 77.2 86.9 85.6 48.0 79.2 78.0 80.4
82.6 78.6 81.0 85.9

400 - 459 PM 75.2 77.3 82.3 86.1 94.7 78.1 86.6 88.7 46.3 79.3 83.1 82.9
82.4 78.7 74.0 86.3

500 - 559 PM 78.3 71.2 86.0 89.4 87.8 82.4 83.9 85.0 46.1 79.4 86.9 80.2
79.2 75.2 73.6 70.3

600 - 659 PM 81.1 69.5 73.0 83.7 87.7 76.4 78.6 88.7 53.5 74.4 84.5 80.5
81.8 76.2 68.4 84.9

700 - 759 PM 78.7 68.7 82.2 84.8 78.7 80.4 80.1 86.5 43.6 77.0 87.1 84.6
77.4 78.7 76.7 75.8

800 - 859 PM 79.1 67.2 81.2 81.1 91.5 80.0 78.2 85.7 51.8 76.1 81.6 81.7
76.2 77.5 69.8 81.6

900 - 959 PM 81.7 79.7 80.0 86.6 88.6 75.1 77.5 82.6 44.2 76.0 81.6 85.9
79.4 75.1 79.3 79.1

1000 - 1059 PM 81.8 73.9 77.5 65.2 86.1 69.5 76.4 85.0 61.7 66.0 85.7
80.0 74.3 72.8 71.1 80.9

1100 - 559 AM 84.5 82.7 81.5 88.4 89.4 79.3 72.2 81.0 62.0 80.5 80.1
82.5 69.2 75.4 78.5 76.1

TOTAL, ALL ARRIVALS,

BY AIRPORT 82.3 78.1 84.8 89.0 87.6 82.1 84.5 87.3 46.6 80.2 86.6 82.4
79.8 79.3 78.9 82.9

ARRIVAL AIRPORT

SCHEDULED
\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

ARRIVAL TIME MIA MSP ORD PDX PHL PHX PIT SAN SEA SFO SLC STL TPA TOTAL

\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
\-\-\-\-- \-\-\-\-- \-\-\-\--

600 - 659 AM 63.2 43.0 91.3 J/ 87.0 91.4 97.8 J/ 68.3 94.4 J/ 93.7 82.1
79.0

700 - 759 AM 84.4 27.8 88.2 93.5 94.8 91.4 94.5 91.2 98.2 95.7 91.3 84.7
91.1 89.8

800 - 859 AM 73.3 39.7 84.0 95.3 84.3 83.2 89.3 88.5 86.6 88.1 88.7 85.3
J/ 81.9

900 - 959 AM 84.6 53.7 85.0 93.8 83.9 75.3 72.8 91.5 87.9 76.4 93.9 81.8
92.3 83.8

1000 - 1059 AM 74.4 42.5 81.2 87.0 83.1 83.5 90.5 84.1 82.4 68.6 88.4
81.3 89.7 81.2

1100 - 1159 AM 83.9 64.3 83.3 85.4 91.0 81.1 87.9 79.6 79.4 66.9 86.5
84.6 77.2 80.4

1200 - 1259 PM 72.6 43.8 80.5 89.5 81.3 79.3 94.9 80.7 84.1 68.5 83.8
84.9 87.1 80.1

100 - 159 PM 65.6 45.5 81.4 77.9 82.7 79.2 90.0 82.4 82.5 70.8 86.7 87.3
85.8 81.4

200 - 259 PM 78.6 46.8 76.2 84.8 86.4 81.2 95.5 73.5 82.2 69.2 90.6 85.4
95.3 80.8

300 - 359 PM 74.2 46.6 75.2 84.2 86.7 82.2 92.0 83.9 81.4 69.3 90.4 86.2
72.7 78.0

400 - 459 PM 77.2 45.8 74.6 84.4 75.1 78.6 82.4 80.9 77.1 71.5 85.6 84.5
76.1 78.1

500 - 559 PM 63.4 46.5 75.0 84.5 76.0 70.8 87.8 77.4 79.1 71.2 84.6 84.4
77.7 75.3

600 - 659 PM 73.9 61.8 73.8 77.7 77.2 73.0 90.4 75.7 76.3 70.4 80.1 83.4
81.1 77.2

700 - 759 PM 72.6 36.5 74.0 80.6 72.7 73.7 82.1 78.2 77.6 65.1 84.3 84.6
76.6 75.3

800 - 859 PM 69.1 58.9 67.4 77.4 73.0 75.6 87.0 74.9 70.1 66.9 86.9 85.6
75.5 76.3

900 - 959 PM 70.4 44.4 68.6 78.4 69.2 78.5 81.3 78.5 75.0 59.1 80.0 84.7
72.3 73.8

1000 - 1059 PM 70.6 54.7 66.4 80.1 64.1 78.6 83.8 72.2 77.0 68.0 78.0
79.4 82.7 74.8

1100 - 559 AM 74.7 77.4 84.8 77.5 75.4 71.3 75.6 77.2 78.8 63.5 75.3
67.3 74.7 77.2

TOTAL, ALL ARRIVALS,

BY AIRPORT 74.1 46.0 78.1 83.5 79.7 78.8 87.4 79.9 79.6 70.6 86.7 84.5
80.2 78.9

SEPTEMBER 1998

AIR TRAVEL CONSUMER REPORT

TABLE 4. PERCENTAGE OF ALL CARRIERS\' REPORTED FLIGHT OPERATIONS
DEPARTING ON TIME E/

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

DEPARTURE AIRPORT

SCHEDULED
\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

DEPARTURE TIME ATL BOS BWI CLT CVG DCA DEN DFW DTW EWR IAH JFK LAS LAX
LGA MCO

\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--

600 - 659 AM 86.7 88.8 92.5 72.7 86.2 83.8 91.7 85.4 50.8 87.2 95.9 78.4
92.9 91.6 89.6 93.1

700 - 759 AM 88.1 87.5 91.6 88.8 94.7 95.5 87.2 92.5 54.3 90.6 94.7 94.4
88.4 91.4 91.4 91.7

800 - 859 AM 90.1 89.0 94.4 90.4 95.0 86.7 91.8 87.4 76.2 86.3 93.3 90.7
92.0 86.4 90.1 93.0

900 - 959 AM 84.5 87.7 88.5 89.4 93.4 88.1 85.0 88.0 41.9 91.7 93.0 86.7
83.4 88.5 87.1 89.5

1000 - 1059 AM 89.9 87.3 90.7 92.1 93.5 93.4 86.5 89.2 50.9 88.7 89.3
91.7 82.6 78.7 91.3 91.6

1100 - 1159 AM 87.1 85.7 86.4 90.2 92.9 84.6 88.2 78.2 86.9 83.9 89.2
84.9 79.5 79.6 83.4 92.1

1200 - 1259 PM 86.2 87.1 90.3 90.3 93.5 86.1 86.3 83.7 40.4 87.2 91.8
90.9 79.3 79.5 88.6 92.0

100 - 159 PM 87.0 83.3 90.4 88.7 80.0 92.3 89.0 87.3 43.7 82.7 88.0 J/
81.4 79.2 83.6 86.4

200 - 259 PM 84.0 90.6 88.9 94.7 91.7 87.1 87.8 82.3 52.2 81.1 86.9 91.8
77.8 84.3 84.3 87.8

300 - 359 PM 85.6 77.1 87.9 89.6 93.3 86.6 85.2 83.7 41.4 83.6 84.7 85.4
75.2 81.5 88.2 84.4

400 - 459 PM 83.8 82.0 84.4 85.6 90.2 83.6 85.7 85.6 45.6 79.8 83.2 80.0
78.9 75.5 83.1 87.6

500 - 559 PM 80.1 74.8 86.2 82.0 J/ 80.6 83.8 82.3 46.3 74.4 84.9 80.3
78.2 79.7 72.3 82.0

600 - 659 PM 81.0 74.5 79.8 87.6 89.0 84.4 80.9 79.8 46.6 75.9 87.4 84.3
72.1 75.5 78.8 82.2

700 - 759 PM 82.3 71.1 77.7 87.2 88.6 82.6 77.5 86.4 41.7 72.5 86.6 83.9
77.2 79.3 74.6 82.9

800 - 859 PM 81.0 75.2 81.6 82.8 87.8 77.1 82.3 86.0 44.5 75.1 88.0 89.7
72.0 76.3 79.6 86.2

900 - 959 PM 88.8 82.4 85.0 88.3 89.9 87.5 82.7 88.9 40.0 80.2 84.4 89.1
77.4 83.4 85.5 87.0

1000 - 1059 PM 86.0 J/ 65.4 88.9 94.4 J/ 100.0 87.8 39.1 85.7 73.3 93.0
81.7 84.8 J/ J/

1100 - 559 AM 88.4 90.0 100.0 83.3 J/ J/ 89.8 J/ 89.3 96.7 93.3 91.7
69.9 85.4 J/ J/

TOTAL, ALL DEPARTURES,

BY AIRPORT 85.9 82.8 87.6 88.0 91.4 86.1 85.6 85.2 46.1 82.9 88.7 85.9
79.0 82.8 84.5 88.1

DEPARTURE AIRPORT

SCHEDULED
\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

DEPARTURE TIME MIA MSP ORD PDX PHL PHX PIT SAN SEA SFO SLC STL TPA TOTAL

\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
\-\-\-\-- \-\-\-\-- \-\-\-\--

600 - 659 AM 87.5 77.6 91.0 92.6 83.3 89.6 88.5 93.1 90.4 91.6 98.2 78.6
84.7 87.9

700 - 759 AM 87.9 50.8 86.3 89.0 90.7 86.4 89.3 92.5 83.8 91.7 98.1 91.6
92.0 86.4

800 - 859 AM 82.4 71.4 86.7 80.5 88.6 84.9 92.8 86.2 83.7 89.5 89.5 86.0
82.2 88.3

900 - 959 AM 82.0 45.3 84.5 89.1 83.7 70.4 88.4 86.0 87.4 85.6 92.6 87.2
92.5 81.0

1000 - 1059 AM 67.2 58.7 83.3 88.8 88.2 77.2 85.9 86.6 81.9 75.0 87.2
83.7 87.9 84.5

1100 - 1159 AM 83.4 43.6 82.6 90.6 78.4 82.6 91.4 78.7 77.8 71.9 91.3
82.6 93.1 81.7

1200 - 1259 PM 80.1 75.1 80.9 85.1 86.0 72.3 92.4 83.0 80.1 72.3 90.7
87.4 87.3 81.3

100 - 159 PM 74.9 39.6 79.8 87.6 83.2 77.0 71.0 85.8 77.9 75.5 85.4 86.1
83.2 79.3

200 - 259 PM 72.8 50.0 77.6 90.2 79.5 72.0 90.4 82.4 79.2 73.1 90.2 86.5
89.5 81.2

300 - 359 PM 72.7 43.3 74.4 80.0 86.4 79.2 73.9 77.6 79.9 71.7 87.8 86.7
95.3 79.7

400 - 459 PM 69.8 55.1 73.4 80.7 72.8 73.7 86.8 79.4 77.8 76.1 87.9 81.1
72.6 78.0

500 - 559 PM 75.2 40.5 72.8 89.2 75.6 73.3 82.1 79.4 76.2 71.1 78.0 84.9
74.4 76.6

600 - 659 PM 64.9 43.2 71.9 81.7 72.6 69.7 86.4 77.6 81.9 73.2 87.6 87.7
79.2 75.5

700 - 759 PM 72.8 67.9 72.3 77.3 78.1 66.5 87.7 77.9 78.5 69.7 86.0 70.2
78.8 76.1

800 - 859 PM 77.4 37.0 76.1 82.7 68.7 71.8 83.1 79.3 78.9 69.9 87.7 89.2
75.9 77.3

900 - 959 PM J/ 43.2 70.5 84.5 75.8 70.1 88.9 74.8 77.2 72.2 77.3 89.7
76.8 79.2

1000 - 1059 PM J/ 36.1 73.7 95.2 J/ 77.4 91.4 86.2 89.1 77.6 89.1 88.1
78.6 77.7

1100 - 559 AM 84.3 92.9 91.9 84.2 100.0 91.3 96.7 98.5 81.1 88.8 75.9
87.5 93.3 81.9

TOTAL, ALL DEPARTURES,

BY AIRPORT 78.1 47.2 79.1 86.4 81.3 76.8 88.0 83.9 81.6 78.3 88.7 86.2
85.0 80.8

SEPTEMBER 1998

AIR TRAVEL CONSUMER REPORT

TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF THE
TIME OR MORE

NUMBER OF PERCENTAGE OF FLIGHT

FLIGHT ORIGIN-DESTIN. SCHEDULED OPERATIONS OPERATIONS ARRIVING NO. OF
MIN. LATE

CARRIER NUMBER AIRPORTS DEPARTURE TIME REPORTED 15 MINUTES LATE OR MORE
D/ AVERAGE MEDIAN

\-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

NW 53 DTW-SFO 1905 30 93.33 51 24

NW 491 DTW-ATL 0655 21 90.48 42 26

NW 1195 DTW-LAS 1910 30 90.00 28 28

NW 1737 DTW-BNA 1215 28 89.29 30 22

NW 1027 MSP-ONT 2035 30 86.67 22 15

NW 933 DTW-LAX 1220 29 86.21 20 19

NW 929 DTW-SFO 0910 29 86.21 19 16

NW 707 MDW-MSP 0700 26 84.62 12 1

NW 1460 DTW-ABE 0650 25 84.00 31 21

NW 1223 DTW-DEN 0920 24 83.33 5 -4

NW 289 DTW-SAN 1905 30 83.33 22 21

NW 345 DTW-SFO 1520 30 83.33 16 16

NW 863 MEM-MSY 0855 30 83.33 10 -1

NW 390 DTW-BOS 1900 22 81.82 28 16

NW 487 DTW-IND 2055 22 81.82 15 16

NW 673 ORD-MSP 1000 21 80.95 17 -15

NW 1463 ABE-MDT 0850 25 80.00 11 2

NW 1479 DTW-MSY 1510 30 80.00 42 -1

NW 305 MSP-LAX 1130 30 80.00 26 19

NW 1570 DTW-CLT 1040 30 80.00 24 9

NW 176 ORD-DTW 1335 30 80.00 24 7

NW 1295 MSP-COS 1140 30 80.00 18 2

NW 865 MEM-MSY 1410 30 80.00 17 -4

NW 174 ORD-DTW 1745 30 80.00 15 1

NW 1474 MSY-DTW 1615 30 80.00 13 -4

NW 1505 MSP-RNO 1125 30 80.00 12 10

NW 747 DTW-MSP 1520 30 80.00 11 2

NW 627 MSP-ABQ 1120 30 80.00 10 10

NW 524 DTW-LGA 1030 30 80.00 -6 -8

SEPTEMBER 1998

AIR TRAVEL CONSUMER REPORT

TABLE 6. NUMBER AND PERCENTAGE OF REGULARLY SCHEDULED FLIGHTS I/

ARRIVING LATE 70% OF THE TIME OR MORE

NUMBER OF REGULARLY SCHEDULED FLIGHTS

REGULARLY SCHEDULED FLIGHTS LATE 70% OF THE TIME OR MORE D/

FOR WHICH \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

CARRIER CARRIER REPORTED DATA NUMBER PERCENTAGE

\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
\-\-\-\-\-- \-\-\-\-\-\-\-\-\--

NORTHWEST 1488 192 12.9

AMERICA WEST 556 4 0.7

AMERICAN 1836 1 0.1

UNITED 2139 1 0.0

SOUTHWEST 2366 1 0.0

DELTA 2526 1 0.0

ALASKA 433 0 0.0

TWA 768 0 0.0

CONTINENTAL 1126 0 0.0

US AIRWAYS 1981 0 0.0

TOTAL 15219 200 1.3

SEPTEMBER 1998

AIR TRAVEL CONSUMER REPORT

TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT

PERCENT REPORTED PERCENT REPORTED

ON-TIME OPERATIONS ON-TIME OPERATIONS

CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\--
\-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\--
\-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--

AKRON/CANTON, OH. (CAK) 87.2 95.3 86 86 DUTCH HARBOR, AK. (DUT) 75.0
75.0 60 60

ALBANY, N.Y. (ALB) 77.7 83.7 889 890 EL PASO, TX. (ELP) 84.4 89.5 2,043
2,044

ALBUQUERQUE, N.M. (ABQ) 84.1 86.1 2,985 2,986 ELMIRA, N.Y. (ELM) 87.0
87.0 108 108

ALLENTOWN, PA. (ABE) 75.9 80.7 482 482 ERIE, PA. (ERI) 94.8 98.3 115 115

AMARILLO, TX. (AMA) 83.0 90.0 400 399 EUGENE, OR. (EUG) 76.9 81.8 186
187

ANCHORAGE, AK. (ANC) 70.3 78.1 1,923 1,902 FAIRBANKS, AK. (FAI) 75.9
83.8 474 475

ASHEVILLE, N.C. (AVL) 90.4 94.5 146 146 FARGO, N.D. (FAR) 40.9 42.7 225
225

ATLANTA, GA. (ATL) 82.3 85.9 20,717 20,717 FAYETTEVILLE, N.C. (FAY) 89.8
96.6 118 118

AUGUSTA, GA. (AGS) 84.4 86.4 147 147 FLINT, MI. (FNT) 33.6 36.2 116 116

AUSTIN, TX. (AUS) 84.3 88.9 3,564 3,563 FRESNO, CA. (FAT) 85.4 90.0 89
90

BAKERSFIELD, CA. (BFL) 80.0 100.0 30 30 FT. LAUDERDALE, FL. (FLL) 81.9
86.4 3,193 3,191

BALTIMORE, MD. (BWI) 84.8 87.6 6,050 6,049 FT. MYERS, FL. (RSW) 82.2
86.1 884 884

BANGOR, ME. (BGR) 85.6 96.7 90 90 FT. WAYNE, IN. (FWA) 76.6 77.0 124 126

BARROW, AK. (BRW) 75.6 76.7 86 86 GRAND FORKS, N.D. (GFK) 39.8 39.8 88
88

BATON ROUGE, LA. (BTR) 72.3 71.9 383 384 GRAND RAPIDS, MI. (GRR) 61.0
65.8 748 748

BETHEL, AK. (BET) 75.6 79.3 82 82 GREAT FALLS, MT. (GTF) 57.9 57.1 202
203

BILLINGS, MT. (BIL) 68.9 72.3 238 238 GREEN BAY, WI. (GRB) 36.7 37.9 196
198

BINGHAMTON, N.Y. (BGM) 92.0 89.8 88 88 GREENBRIER, W.V. (LWB) 92.3 84.6
13 13

BIRMINGHAM, AL. (BHM) 80.1 84.5 1,650 1,650 GREENSBORO/HIGH PT., N.C.
(GSO) 82.6 86.9 1,238 1,237

BISMARCK, N.D. (BIS) 44.8 44.8 116 116 GREENVILLE/SPARTBG., S.C. (GSP)
78.1 80.7 571 570

BOISE, ID. (BOI) 84.4 87.0 954 954 GUSTAVUS, AK. (GST) 100.0 100.0 12 12

BOSTON, MA. (BOS) 78.1 82.8 8,272 8,272 HARLINGEN, TX. (HRL) 76.6 81.4
338 338

BOZEMAN, MT. (BZN) 66.2 70.3 157 158 HARRISBURG, PA. (MDT) 75.6 81.5 644
644

BRISTOL, TN. (TRI) 91.3 92.2 115 115 HARTFORD, CT./SPGFLD, MA. (BDL)
81.3 86.1 2,142 2,143

BROWNSVILLE, TX. (BRO) 90.0 93.3 30 30 HELENA, MT. (HLN) 91.1 94.4 90 90

BUFFALO, N.Y. (BUF) 75.9 81.5 1,515 1,515 HONOLULU, OAHU, HI. (HNL) 73.0
84.6 910 911

BURBANK, CA. (BUR) 80.4 83.1 2,334 2,334 HOUSTON, TX. (HOU) 80.8 76.5
4,868 4,868

BURLINGTON, VT. (BTV) 75.6 87.2 234 234 HOUSTON, TX. (IAH) 86.6 88.7
10,285 10,287

CEDAR RAPIDS/IOWA CTY,IA. (CID) 77.2 83.3 438 438 HUNTSVILLE/DECATUR,
AL. (HSV) 91.2 93.6 487 488

CHARLESTON, S.C. (CHS) 83.6 91.3 596 596 IDAHO FALLS, ID. (IDA) 85.6
92.2 90 90

CHARLESTON, W.V. (CRW) 85.1 95.0 141 141 INDIANAPOLIS, IN. (IND) 76.5
81.4 2,805 2,806

CHARLOTTE, N.C. (CLT) 89.0 88.0 10,349 10,349 INDIO/PALM SPRINGS, CA.
(PSP) 79.7 89.0 182 182

CHATTANOOGA, TN. (CHA) 89.4 94.1 85 85 ISLIP/LONG IS., N.Y. (ISP) 87.3
90.0 181 180

CHICAGO, IL. (MDW) 78.8 76.6 3,892 3,892 ITHACA, N.Y. (ITH) 88.0 90.7
108 108

CHICAGO, IL. (ORD) 78.1 79.1 24,505 24,499 JACKSON/VICKSBURG, MS. (JAN)
83.3 85.4 738 738

CINCINNATI, OH. (CVG) 87.6 91.4 6,547 6,547 JACKSON, WY. (JAC) 87.0 90.2
184 184

CLEVELAND, OH. (CLE) 82.1 86.1 4,959 4,955 JACKSONVILLE, FL. (JAX) 82.8
88.2 1,838 1,836

COLORADO SPRINGS, CO. (COS) 79.5 88.0 949 950 JUNEAU, AK. (JNU) 78.1
85.5 434 434

COLUMBIA, S.C. (CAE) 88.2 89.6 442 442 KAHULUI, MAUI, HI. (OGG) 84.3
93.1 248 248

COLUMBUS, OH. (CMH) 77.5 81.8 3,240 3,239 KALAMAZOO, MI. (AZO) 33.0 34.8
115 115

CORDOVA, AK. (CDV) 75.0 80.0 60 60 KALISPELL, MT. (FCA) 76.2 69.8 105
106

CORPUS CHRISTI, TX. (CRP) 75.9 82.9 245 245 KANSAS CITY, MO. (MCI) 79.6
83.0 4,906 4,906

DALLAS/FT. WORTH, TX. (DAL) 84.5 81.1 4,184 4,184 KETCHIKAN, AK. (KTN)
76.6 83.3 252 252

DALLAS/FT. WORTH, TX. (DFW) 87.3 85.2 19,822 19,824 KING SALMON, AK.
(AKN) 76.2 76.2 42 42

DAYTON, OH. (DAY) 81.8 88.3 855 856 KNOXVILLE, TN. (TYS) 76.7 82.0 701
701

DAYTONA BEACH, FL. (DAB) 88.3 93.2 206 205 KODIAK, AK. (ADQ) 66.7 78.3
60 60

DEADHORSE, AK. (SCC) 78.6 82.1 56 56 KONA, HAWAII., HI. (KOA) 73.3 90.0
60 60

DENVER, CO. (DEN) 84.5 85.6 11,120 11,120 KOTZEBUE, AK. (OTZ) 85.4 80.5
82 82

DES MOINES, IA. (DSM) 80.2 87.3 551 551 LA CROSSE, WI. (LSE) 33.3 37.0
54 54

DETROIT, MI. (DTW) 46.6 46.1 12,507 12,511 LANSING, MI. (LAN) 33.1 34.9
175 175

DILLINGHAM, AK. (DLG) 64.3 64.3 42 42 LAS VEGAS, NV. (LAS) 79.8 79.0
9,821 9,823

DULUTH, MN. (DLH) 31.2 37.6 93 93 LEXINGTON/FRKFT, KY. (LEX) 86.6 90.0
320 320

SEPTEMBER 1998

AIR TRAVEL CONSUMER REPORT

TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT

PERCENT REPORTED PERCENT REPORTED

ON-TIME OPERATIONS ON-TIME OPERATIONS

CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\--
\-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\--
\-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--

LIHUE, KAUAI, HI. (LIH) 80.0 96.7 30 30 ROANOKE, VA. (ROA) 92.0 95.5 201
201

LINCOLN, NE. (LNK) 86.0 92.6 229 229 ROCHESTER, MN. (RST) 61.0 69.2 182
182

LITTLE ROCK, AR. (LIT) 78.2 84.6 1,094 1,092 ROCHESTER, N.Y. (ROC) 78.5
84.3 1,181 1,181

LONG BEACH, CA. (LGB) 72.6 87.2 288 288 SACRAMENTO, CA. (SMF) 83.4 87.0
3,036 3,038

LOS ANGELES, CA. (LAX) 79.3 82.8 15,369 15,365 SAGINAW, MI. (MBS) 51.1
57.7 284 284

LOUISVILLE, KY. (SDF) 80.7 86.0 1,926 1,926 SALT LAKE CITY, UT. (SLC)
86.7 88.7 6,909 6,911

LUBBOCK, TX. (LBB) 84.9 88.2 535 535 SAN ANTONIO, TX. (SAT) 83.3 88.3
3,052 3,051

MADISON, WI. (MSN) 43.8 49.8 404 404 SAN DIEGO, CA. (SAN) 79.9 83.9
5,582 5,580

MANCHESTER, N.H. (MHT) 79.5 85.7 1,021 1,021 SAN FRANCISCO, CA. (OAK)
86.3 86.9 4,589 4,589

MEDFORD, OR. (MFR) 72.0 69.7 118 119 SAN FRANCISCO, CA. (SFO) 70.6 78.3
11,632 11,628

MELBOURNE, FL. (MLB) 88.4 93.7 207 207 SAN JOSE, CA. (SJC) 82.9 87.4
4,207 4,206

MEMPHIS, TN. (MEM) 49.4 49.4 4,218 4,218 SAN JUAN, P.R. (SJU) 70.9 74.9
1,480 1,478

MIAMI, FL. (MIA) 74.1 78.1 5,200 5,202 SANTA BARBARA, CA. (SBA) 72.0
72.0 118 118

MIDLAND/ODESSA, TX. (MAF) 85.6 89.5 526 526 SARASOTA/BRAD., FL. (SRQ)
80.8 87.1 480 481

MILWAUKEE, WI. (MKE) 68.6 72.5 1,279 1,278 SAVANNAH, GA. (SAV) 89.5 92.1
418 418

MINNEAPLS/ST.P, MN. (MSP) 46.0 47.2 11,358 11,345
SCRANTON/WILKES-BARRE,PA. (AVP) 83.4 89.0 145 145

MINOT, N.D. (MOT) 47.2 46.1 89 89 SEATTLE, WA. (SEA) 79.6 81.6 8,561
8,569

MISSION/MCALLEN, TX. (MFE) 82.8 87.7 261 261 SHREVEPORT, LA. (SHV) 89.0
89.6 318 318

MISSOULA, MT. (MSO) 62.7 69.3 150 150 SIOUX CITY, IA. (SUX) 36.4 36.4 55
55

MOBILE,AL./PASCAGOULA,MS. (MOB) 77.7 81.1 355 354 SIOUX FALLS, S.D.
(FSD) 53.3 60.1 321 321

MOLINE, IL. (MLI) 90.8 93.0 142 142 SITKA, AK. (SIT) 77.2 88.6 114 114

MONROE, LA. (MLU) 91.1 92.8 180 180 SOUTH BEND, IN. (SBN) 76.3 80.0 270
270

MONTEREY, CA. (MRY) 79.3 84.5 58 58 SPOKANE, WA. (GEG) 83.3 88.3 1,123
1,124

MONTGOMERY, AL. (MGM) 82.4 86.5 148 148 SPRINGFIELD, MO. (SGF) 89.4 89.9
160 159

MYRTLE BEACH, S.C. (MYR) 86.2 91.3 218 218 ST. CROIX, V.I. (STX) 65.6
76.7 90 90

NANTUCKET, MA. (ACK) 50.0 100.0 2 2 ST. LOUIS, MO. (STL) 84.5 86.2
14,295 14,294

NASHVILLE, TN. (BNA) 83.5 84.5 4,367 4,364 ST. THOMAS, V.I. (STT) 71.7
76.6 166 167

NEW ORLEANS, LA. (MSY) 75.4 78.0 4,170 4,171 SYRACUSE, N.Y. (SYR) 73.0
80.3 904 905

NEW YORK, N.Y. (JFK) 82.4 85.9 3,618 3,617 TALLAHASSEE, FL. (TLH) 81.1
82.7 196 196

NEW YORK, N.Y. (LGA) 78.9 84.5 7,657 7,683 TAMPA, FL. (TPA) 80.2 85.0
4,476 4,473

NEWARK, N.J. (EWR) 80.2 82.9 9,831 9,823 TOLEDO, OH. (TOL) 86.8 89.1 174
175

NEWBURGH, N.Y. (SWF) 75.8 84.2 120 120 TRAVERSE CITY, MI. (TVC) 29.9
29.9 87 87

NOME, AK. (OME) 68.2 76.5 85 85 TUCSON, AZ. (TUS) 80.9 87.0 1,450 1,449

NORFOLK/VA. BEACH, VA. (ORF) 80.4 87.3 1,390 1,391 TULSA, OK. (TUL) 82.6
87.4 1,536 1,535

OKLAHOMA CITY, OK. (OKC) 81.4 86.7 1,647 1,647 VALPARAISO, FL. (VPS)
33.7 36.0 86 86

OMAHA, NE. (OMA) 77.4 81.5 1,357 1,355 WASHINGTON, D.C. (DCA) 82.1 86.1
6,900 6,906

ONTARIO, CA. (ONT) 83.6 87.6 2,943 2,943 WASHINGTON, D.C. (IAD) 78.6
82.5 3,865 3,867

ORANGE COUNTY, CA. (SNA) 80.8 86.1 2,847 2,853 WEST PALM BEACH, FL.
(PBI) 81.3 89.8 1,477 1,477

ORLANDO, FL. (MCO) 82.9 88.1 7,613 7,617 WHITE PLAINS, N.Y. (HPN) 67.8
73.4 395 395

PASCO, WA. (PSC) 91.6 94.1 119 119 WICHITA, KS. (ICT) 76.3 84.9 598 598

PENSACOLA, FL. (PNS) 79.4 83.0 534 534 WILMINGTON, N.C. (ILM) 83.8 92.5
173 173

PETERSBURG, AK. (PSG) 68.3 81.7 60 60 WRANGELL, AK. (WRG) 73.3 80.0 60
60

PHILADELPHIA, PA. (PHL) 79.7 81.3 9,311 9,313 YAKUTAT, AK. (YAK) 70.0
76.7 60 60

PHOENIX, AZ. (PHX) 78.8 76.8 13,824 13,824

PITTSBURGH, PA. (PIT) 87.4 88.0 8,977 8,976

PORTLAND, ME. (PWM) 80.5 86.6 580 580

PORTLAND, OR. (PDX) 83.5 86.4 4,619 4,619

PROVIDENCE, R.I. (PVD) 83.7 87.5 1,850 1,850

RALEIGH/DURHAM, N.C. (RDU) 81.4 87.6 2,326 2,323

RAPID CITY, S.D. (RAP) 40.3 42.9 119 119

RENO, NV. (RNO) 81.2 84.6 2,133 2,132

RICHMOND, VA. (RIC) 81.5 86.6 1,278 1,280

**[FOOTNOTES FOR TABLES 1 THROUGH 6 (FLIGHT DELAYS)]{.underline}**

**A** See Appendix for list of carrier codes.

**B** See Appendix for list of 29 airports for which data must be
reported. Data include all reported domestic flight operations to the 29
reportable airports (e.g., Albany to Atlanta, Toledo to Boston).

> **C** All domestic airports for which carriers reported data. Data
> include all reported domestic flight operations to the 29 reportable
> airports and from those airports to other destinations (e.g., Albany
> to Atlanta, and Atlanta to Albany). In addition, for carriers that
> reported data for their entire domestic systems, the data also include
> all reported domestic flight operations between non-required airports
> (e.g., Albany to Toledo).

**D** \"On time\" means an arrival less than 15 minutes after scheduled
arrival time; cancelled and diverted flights are not considered on-time
arrivals.

**E** \"On time\" means a departure less than 15 minutes after scheduled
departure time; cancelled flights are not considered on-time departures;
diverted flights may be on time or late departures, depending on actual
departure time.

**F** Incomplete data; percentage based on operations reported.

**G** Carrier did not report useable data.

**H** Carrier did not serve airport.

**I** Regularly scheduled flights are those for which the carrier
reported at least 15 operations for the month.

**J** Blanks in any time interval in Tables 3 and 4 indicate no arrival
operations (Table 3) or departure operations

> (Table 4) for domestic flights of the reporting carriers during that
> time period. Other carriers, including code-sharing partners, may
> operate during those periods.

**S** Carrier reported data for entire domestic system.

**V** Carrier reported data voluntarily.

**[APPENDIX]{.underline}**

NOTE: The Department of Transportation has screened the reporting
carriers\' data for completeness and verified all arithmetic data
elements computed by the carriers (e.g., length of delay). Individual
flight operations records with incorrect calculations, erroneous
city-pairs, or missing data elements were rejected and excluded from the
data base; such rejected records accounted for less than 0.01% of the
flight operations records submitted. Any errors in the data base with
respect to basic flight data \-- non-computed data elements such as
flight numbers, scheduled and actual arrival/departure times, days of
operation \-- are the responsibility of the reporting carrier.

+--------+------------------------------+------------------------------+
|        | #                            | > **[Air Carriers Required   |
|        | Airports Covered by the Rule | > to Report]{.underline}**   |
|        |                              | >                            |
|        | Atlanta. Hartsfield ATL      | > **[Data to DOT and to CRS  |
|        |                              | > Vendors]{.underline}**     |
|        | Baltimore/Washington         | >                            |
|        | International BWI            | > AS Alaska Airlines         |
|        |                              | >                            |
|        | Boston. Logan International  | > HP America West Airlines   |
|        | BOS                          | >                            |
|        |                              | > AA American Airlines       |
|        | Charlotte. Douglas CLT       | >                            |
|        |                              | > CO Continental Airlines    |
|        | Chicago. O\'Hare ORD         | >                            |
|        |                              | > DL Delta Air Lines         |
|        | Cincinnati. Greater          | >                            |
|        | Cincinnati CVG               | > NW Northwest Airlines      |
|        |                              | >                            |
|        | Dallas-Fort Worth            | > WN Southwest Airlines      |
|        | International DFW            | >                            |
|        |                              | > TW Trans World Airlines    |
|        | Denver International DEN     | >                            |
|        |                              | > UA United Airlines         |
|        | Detroit. Metro Wayne County  | >                            |
|        | DTW                          | > US US Airways              |
|        |                              |                              |
|        | Houston. George Bush IAH     | ![](media/image7.wmf){       |
|        |                              | width="2.6194444444444445in" |
|        | Las Vegas. McCarran          | he                           |
|        | International LAS            | ight="0.6347222222222222in"} |
|        |                              |                              |
|        | Los Angeles International    |                              |
|        | LAX                          |                              |
|        |                              |                              |
|        | Miami International MIA      |                              |
|        |                              |                              |
|        | Minneapolis-St. Paul         |                              |
|        | International MSP            |                              |
|        |                              |                              |
|        | Newark International EWR     |                              |
|        |                              |                              |
|        | New York. JFK International  |                              |
|        | JFK                          |                              |
|        |                              |                              |
|        | New York. LaGuardia LGA      |                              |
|        |                              |                              |
|        | Orlando International MCO    |                              |
|        |                              |                              |
|        | Philadelphia International   |                              |
|        | PHL                          |                              |
|        |                              |                              |
|        | Phoenix. Sky Harbor          |                              |
|        | International PHX            |                              |
|        |                              |                              |
|        | Pittsburgh. Greater          |                              |
|        | International PIT            |                              |
|        |                              |                              |
|        | Portland International PDX   |                              |
|        |                              |                              |
|        | St. Louis. Lambert STL       |                              |
|        |                              |                              |
|        | Salt Lake City International |                              |
|        | SLC                          |                              |
|        |                              |                              |
|        | San Diego. Lindbergh Field   |                              |
|        | SAN                          |                              |
|        |                              |                              |
|        | San Francisco International  |                              |
|        | SFO                          |                              |
|        |                              |                              |
|        | Seattle-Tacoma International |                              |
|        | SEA                          |                              |
|        |                              |                              |
|        | Tampa. Tampa International   |                              |
|        | TPA                          |                              |
|        |                              |                              |
|        | Washington. Reagan National  |                              |
|        | DCA                          |                              |
+--------+------------------------------+------------------------------+

**[MISHANDLED BAGGAGE]{.underline}**

![](media/image8.wmf){width="1.6965277777777779in"
height="1.2361111111111112in"}

+-----------------------------------------------------------------------+
| Office of Aviation Enforcement and Proceedings                        |
|                                                                       |
| U.S. Department of Transportation                                     |
+-----------------------------------------------------------------------+

***SEPTEMBER***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

***U.S. AIRLINES\****

  ----- ------------- ---------------------- --- ------------------------
                      ***SEPTEMBER 1998***       ***SEPTEMBER 1997***

  ----- ------------- ---------------------- --- ------------------------

<table>
<colgroup>
<col style="width: 12%" />
<col style="width: 13%" />
<col style="width: 11%" />
<col style="width: 11%" />
<col style="width: 1%" />
<col style="width: 10%" />
<col style="width: 3%" />
<col style="width: 11%" />
<col style="width: 11%" />
<col style="width: 2%" />
<col style="width: 10%" />
</colgroup>
<tbody>
<tr class="odd">
<td></td>
<td></td>
<td><em><strong>TOTAL</strong></em></td>
<td></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
<td></td>
<td><em><strong>TOTAL</strong></em></td>
<td></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
</tr>
<tr class="even">
<td><em><strong>SEPT. ’98</strong></em></td>
<td></td>
<td><em><strong>BAGGAGE</strong></em></td>
<td><em><strong>ENPLANED</strong></em></td>
<td></td>
<td><em><strong>PER 1,000</strong></em></td>
<td></td>
<td><em><strong>BAGGAGE</strong></em></td>
<td><h4 id="enplaned">ENPLANED</h4></td>
<td></td>
<td><em><strong>PER 1,000</strong></em></td>
</tr>
<tr class="odd">
<td><em><strong>RANK</strong></em></td>
<td><h5 id="airline">AIRLINE</h5></td>
<td><em><strong>REPORTS</strong></em></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>PASSENGERS</strong></em></td>
</tr>
</tbody>
</table>

<table style="width:100%;">
<colgroup>
<col style="width: 10%" />
<col style="width: 10%" />
<col style="width: 3%" />
<col style="width: 8%" />
<col style="width: 12%" />
<col style="width: 12%" />
<col style="width: 5%" />
<col style="width: 10%" />
<col style="width: 12%" />
<col style="width: 12%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h6 id="us-airways">US Airways</h6></td>
<td></td>
<td>14,365</td>
<td>4,568,254</td>
<td><strong>3.14</strong></td>
<td></td>
<td>16,385</td>
<td>4,318,337</td>
<td><strong>3.79</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><em><strong>Continental</strong></em></td>
<td></td>
<td>9,052</td>
<td>2,817,486</td>
<td><strong>3.21</strong></td>
<td></td>
<td>8,443</td>
<td>2,802,320</td>
<td><strong>3.01</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>American</strong></em></td>
<td></td>
<td>18,863</td>
<td>5,064,440</td>
<td><strong>3.72</strong></td>
<td></td>
<td>17,495</td>
<td>4,874,759</td>
<td><strong>3.59</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><em><strong>America West</strong></em></td>
<td></td>
<td>5,316</td>
<td>1,395,499</td>
<td><strong>3.81</strong></td>
<td></td>
<td>3,483</td>
<td>1,306,428</td>
<td><strong>2.67</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>Delta</strong></em></td>
<td></td>
<td>31,187</td>
<td>7,875,454</td>
<td><strong>3.96</strong></td>
<td></td>
<td>29,968</td>
<td>7,424,902</td>
<td><strong>4.04</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><em><strong>TWA</strong></em></td>
<td></td>
<td>7,250</td>
<td>1,817,036</td>
<td><strong>3.99</strong></td>
<td></td>
<td>6,220</td>
<td>1,693,050</td>
<td><strong>3.67</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>Southwest</strong></em></td>
<td></td>
<td>18,847</td>
<td>4,672,290</td>
<td><strong>4.03</strong></td>
<td></td>
<td>15,812</td>
<td>4,458,193</td>
<td><strong>3.55</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><em><strong>Northwest</strong></em></td>
<td></td>
<td>4,957</td>
<td>1,166,922</td>
<td><strong>4.25</strong></td>
<td></td>
<td>18,015</td>
<td>3,588,394</td>
<td><strong>5.02</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>United</strong></em></td>
<td></td>
<td>45,467</td>
<td>6,644,330</td>
<td><strong>6.84</strong></td>
<td></td>
<td>32,084</td>
<td>5,929,905</td>
<td><strong>5.41</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><em><strong>Alaska</strong></em></td>
<td></td>
<td>7,806</td>
<td>964,410</td>
<td><strong>8.09</strong></td>
<td></td>
<td>5,911</td>
<td>907,053</td>
<td><strong>6.52</strong></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td><strong>Total</strong></td>
<td></td>
<td><strong>163,110</strong></td>
<td><strong>36,986,121</strong></td>
<td><strong>4.41</strong></td>
<td></td>
<td><strong>153,816</strong></td>
<td><strong>37,303,341</strong></td>
<td><strong>4.12</strong></td>
</tr>
</tbody>
</table>

> **NOTE:** TOTAL BAGGAGE REPORTS---For the domestic system only. These
> are passenger reports of mishandled baggage, including those that did
> not subsequently result in claims for compensation.
>
> ENPLANED PASSENGERS---For the domestic system only.
>
> \* U.S. Airlines with at least one percent of total domestic
> scheduled-service passenger revenues.

+-----------------------------------------------------------------------+
| Office of Aviation Enforcement and Proceedings                        |
|                                                                       |
| U.S. Department of Transportation                                     |
+-----------------------------------------------------------------------+

###  **JANUARY-SEPTEMBER**

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

***U.S. AIRLINES\****

  ------ --------- ------------------------- --- -------------------------
                   ***JANUARY-SEPTEMBER          ***JANUARY-SEPTEMBER
                   1998***                       1997***

  ------ --------- ------------------------- --- -------------------------

<table>
<colgroup>
<col style="width: 10%" />
<col style="width: 13%" />
<col style="width: 13%" />
<col style="width: 11%" />
<col style="width: 1%" />
<col style="width: 11%" />
<col style="width: 4%" />
<col style="width: 10%" />
<col style="width: 11%" />
<col style="width: 0%" />
<col style="width: 11%" />
</colgroup>
<tbody>
<tr class="odd">
<td></td>
<td></td>
<td><em><strong>TOTAL</strong></em></td>
<td></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
<td></td>
<td><em><strong>TOTAL</strong></em></td>
<td></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
</tr>
<tr class="even">
<td><h5 id="jan-sep-98">JAN-SEP ’98</h5></td>
<td></td>
<td><em><strong>BAGGAGE</strong></em></td>
<td><em><strong>ENPLANED</strong></em></td>
<td></td>
<td><em><strong>PER 1,000</strong></em></td>
<td></td>
<td><em><strong>BAGGAGE</strong></em></td>
<td><em><strong>ENPLANED</strong></em></td>
<td></td>
<td><em><strong>PER 1,000</strong></em></td>
</tr>
<tr class="odd">
<td><em><strong>RANK</strong></em></td>
<td><em><strong>AIRLINE</strong></em></td>
<td><em><strong>REPORTS</strong></em></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>PASSENGERS</strong></em></td>
</tr>
</tbody>
</table>

<table style="width:100%;">
<colgroup>
<col style="width: 10%" />
<col style="width: 11%" />
<col style="width: 2%" />
<col style="width: 9%" />
<col style="width: 13%" />
<col style="width: 11%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 12%" />
<col style="width: 11%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h4 id="continental">Continental</h4></td>
<td></td>
<td>102,315</td>
<td>26,385,849</td>
<td><strong>3.88</strong></td>
<td></td>
<td>90,478</td>
<td>24,524,527</td>
<td><strong>3.69</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><em><strong>America West</strong></em></td>
<td></td>
<td>51,401</td>
<td>13,164,480</td>
<td><strong>3.90</strong></td>
<td></td>
<td>43,880</td>
<td>12,946,371</td>
<td><strong>3.39</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>US Airways</strong></em></td>
<td></td>
<td>171,143</td>
<td>42,502,945</td>
<td><strong>4.03</strong></td>
<td></td>
<td>175,246</td>
<td>41,044,586</td>
<td><strong>4.27</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><em><strong>American</strong></em></td>
<td></td>
<td>205,668</td>
<td>48,404,420</td>
<td><strong>4.25</strong></td>
<td></td>
<td>225,268</td>
<td>46,077,854</td>
<td><strong>4.89</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>Delta</strong></em></td>
<td></td>
<td>314,859</td>
<td>72,834,215</td>
<td><strong>4.32</strong></td>
<td></td>
<td>314,864</td>
<td>69,601,965</td>
<td><strong>4.52</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><em><strong>Southwest</strong></em></td>
<td></td>
<td>196,542</td>
<td>44,204,904</td>
<td><strong>4.45</strong></td>
<td></td>
<td>148,255</td>
<td>39,746,522</td>
<td><strong>3.73</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>TWA</strong></em></td>
<td></td>
<td>95,213</td>
<td>17,443,642</td>
<td><strong>5.46</strong></td>
<td></td>
<td>82,347</td>
<td>15,765,843</td>
<td><strong>5.22</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><em><strong>Northwest</strong></em></td>
<td></td>
<td>216,814</td>
<td>31,080,979</td>
<td><strong>6.98</strong></td>
<td></td>
<td>188,400</td>
<td>32,370,317</td>
<td><strong>5.82</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>Alaska</strong></em></td>
<td></td>
<td>61,601</td>
<td>8,810,930</td>
<td><strong>6.99</strong></td>
<td></td>
<td>60,547</td>
<td>8,168,122</td>
<td><strong>7.41</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><em><strong>United</strong></em></td>
<td></td>
<td>440,396</td>
<td>57,393,493</td>
<td><strong>7.67</strong></td>
<td></td>
<td>342,574</td>
<td>52,326,876</td>
<td><strong>6.55</strong></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td><strong>Total</strong></td>
<td></td>
<td><strong>1,855,952</strong></td>
<td><strong>362,225,857</strong></td>
<td><strong>5.12</strong></td>
<td></td>
<td><strong>1,671,859</strong></td>
<td><strong>342,572,983</strong></td>
<td><strong>4.88</strong></td>
</tr>
</tbody>
</table>

> **NOTE:** TOTAL BAGGAGE REPORTS---For the domestic system only. These
> are passenger reports of mishandled baggage, including those that did
> not subsequently result in claims for compensation.
>
> ENPLANED PASSENGERS---For the domestic system only.

\* U.S. Airlines with at least one percent of total domestic
scheduled-service passenger revenues.

**[OVERSALES]{.underline}**

This section furnishes data on the number of passengers who hold
confirmed reservations and are denied boarding (\"bumped\") from a
flight because it is oversold. These figures include only passengers
whose oversold flight departs without them; they do not include
passengers affected by cancelled, delayed or diverted flights.

The report includes U.S. airlines that have at least one percent of
total domestic scheduled-service passenger revenues (see footnote on
chart for details). It provides system data for scheduled passenger
service on domestic flights and data on international flight segments
that originate in the United States. Information is displayed for the
latest available quarter and for the year to date, for the current
period and for the same period in the previous year. The reporting
requirement is found in 14 C.F.R. 250.10.

These tables give information by carrier on the number of passengers
bumped involuntarily and on the number who voluntarily gave up their
seat on an oversold flight in exchange for compensation. Also shown is
the rate of involuntary denied boardings per 10,000 passengers. This
rate determines the order in which carriers are listed; the airline with
the lowest rate appears first. The number and rate of involuntary denied
boardings include both passengers who received denied boarding
compensation and passengers who did not qualify for compensation because
of one of the exceptions in the oversales rule. There are three
exceptions: 1) passenger accommodated on another flight scheduled to
arrive within one hour of the original flight; 2) passenger fails to
comply with ticketing, check-in or reconfirmation procedures; and 3)
aircraft of smaller capacity is substituted. Totals appear at the end of
each table.

The enplanement figures that are used to calculate the involuntary
denied boarding rate do not include \"shuttle\" service on which
reservations are not offered, nor do they include inbound international
service, since the rule does not apply to these flights.

![](media/image9.wmf){width="1.636111111111111in"
height="1.3097222222222222in"}

+-----------------------------------------------------------------------+
| Office of Aviation Enforcement and Proceedings                        |
|                                                                       |
| U.S. Department of Transportation                                     |
+-----------------------------------------------------------------------+

***April-June***

***PASSENGERS DENIED BOARDING***

####  BY U.S. AIRLINES\*

  --------------- -------------------------- -- --------------------------
                  ***APRIL-JUNE 1998***         ***APRIL-JUNE 1997***

  --------------- -------------------------- -- --------------------------

<table>
<colgroup>
<col style="width: 9%" />
<col style="width: 11%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 0%" />
<col style="width: 7%" />
<col style="width: 0%" />
<col style="width: 11%" />
<col style="width: 0%" />
<col style="width: 2%" />
<col style="width: 0%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 0%" />
<col style="width: 7%" />
<col style="width: 0%" />
<col style="width: 11%" />
<col style="width: 0%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p id="april-june-98" class="heading">APRIL-JUNE ‘98</p></td>
<td><em><strong>AIRLINE</strong></em></td>
<td colspan="3"><em><strong>DENIED BOARDINGS (DB’S)</strong></em></td>
<td colspan="2"><em><strong>ENPLANED</strong></em></td>
<td colspan="2"><em><strong>INVOLUNTARY DB'S</strong></em></td>
<td colspan="2"></td>
<td colspan="3"><em><strong>DENIED BOARDINGS (DB’S)</strong></em></td>
<td colspan="2"><em><strong>ENPLANED</strong></em></td>
<td colspan="2"><em><strong>INVOLUNTARY DB'S</strong></em></td>
</tr>
<tr class="even">
<td><em><strong>RANK</strong></em></td>
<td></td>
<td><h6 id="voluntary">VOLUNTARY</h6></td>
<td><em><strong>INVOLUNTARY</strong></em></td>
<td colspan="2"><em><strong>PASSENGERS</strong></em></td>
<td colspan="2"><em><strong>PER 10,000 PSGRS</strong></em></td>
<td colspan="2"></td>
<td colspan="2"><em><strong>VOLUNTARY</strong></em></td>
<td><em><strong>INVOLUNTARY</strong></em></td>
<td colspan="2"><em><strong>PASSENGERS</strong></em></td>
<td colspan="2"><em><strong>PER 10,000 PSGRS</strong></em></td>
<td></td>
</tr>
</tbody>
</table>

<table>
<colgroup>
<col style="width: 6%" />
<col style="width: 12%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 10%" />
<col style="width: 9%" />
<col style="width: 6%" />
<col style="width: 8%" />
<col style="width: 9%" />
<col style="width: 10%" />
<col style="width: 8%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h5 id="continental-1">Continental</h5></td>
<td>20,361</td>
<td>120</td>
<td>9,844,051</td>
<td><strong>0.12</strong></td>
<td></td>
<td>18,424</td>
<td>127</td>
<td>9,125,148</td>
<td><strong>0.14</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>2</td>
<td><em><strong>US Airways</strong></em></td>
<td>26,527</td>
<td>413</td>
<td>15,014,705</td>
<td><strong>0.28</strong></td>
<td></td>
<td>23,936</td>
<td>1,393</td>
<td>15,122,629</td>
<td><strong>0.92</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>Northwest</strong></em></td>
<td>41,885</td>
<td>561</td>
<td>12,428,966</td>
<td><strong>0.45</strong></td>
<td></td>
<td>21,054</td>
<td>890</td>
<td>12,666,808</td>
<td><strong>0.70</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>4</td>
<td><em><strong>American</strong></em></td>
<td>53,211</td>
<td>882</td>
<td>18,929,527</td>
<td><strong>0.47</strong></td>
<td></td>
<td>60,275</td>
<td>1,188</td>
<td>18,805,298</td>
<td><strong>0.63</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>United</strong></em></td>
<td>36,086</td>
<td>1,254</td>
<td>20,241,004</td>
<td><strong>0.62</strong></td>
<td></td>
<td>24,534</td>
<td>677</td>
<td>19,407,881</td>
<td><strong>0.35</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>6</td>
<td><em><strong>America West</strong></em></td>
<td>11,844</td>
<td>571</td>
<td>4,686,468</td>
<td><strong>1.22</strong></td>
<td></td>
<td>13,469</td>
<td>753</td>
<td>4,895,697</td>
<td><strong>1.54</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>TWA</strong></em></td>
<td>4,266</td>
<td>930</td>
<td>6,212,623</td>
<td><strong>1.50</strong></td>
<td></td>
<td>4,266</td>
<td>930</td>
<td>5,753,283</td>
<td><strong>1.62</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>8</td>
<td><em><strong>Alaska</strong></em></td>
<td>6,585</td>
<td>523</td>
<td>3,315,925</td>
<td><strong>1.58</strong></td>
<td></td>
<td>5,346</td>
<td>731</td>
<td>3,105,841</td>
<td><strong>2.35</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>Delta</strong></em></td>
<td>69,429</td>
<td>4,236</td>
<td>26,704,309</td>
<td><strong>1.59</strong></td>
<td></td>
<td>69,365</td>
<td>4,936</td>
<td>26,627,946</td>
<td><strong>1.85</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>10</td>
<td><em><strong>Southwest</strong></em></td>
<td>21,269</td>
<td>2,998</td>
<td>15,475,432</td>
<td><strong>1.94</strong></td>
<td></td>
<td>19,341</td>
<td>3,914</td>
<td>14,049,322</td>
<td><strong>2.79</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td><strong>TOTAL</strong></td>
<td><strong>291,463</strong></td>
<td><strong>12,488</strong></td>
<td><strong>132,853,010</strong></td>
<td><strong>0.94</strong></td>
<td></td>
<td><strong>260,010</strong></td>
<td><strong>15,539</strong></td>
<td><strong>129,559,853</strong></td>
<td><strong>1.20</strong></td>
</tr>
</tbody>
</table>

> \* U.S. Airlines with at least one percent of total domestic
> scheduled-service passenger revenues.

+-----------------------------------------------------------------------+
| Office of Aviation Enforcement and Proceedings                        |
|                                                                       |
| U.S. Department of Transportation                                     |
+-----------------------------------------------------------------------+

***January-June***

***PASSENGERS DENIED BOARDING***

####  BY U.S. AIRLINES\*

  --------------- -------------------------- -- --------------------------
                  ***JANUARY-JUNE 1998***       ***JANUARY-JUNE 1997***

  --------------- -------------------------- -- --------------------------

<table>
<colgroup>
<col style="width: 9%" />
<col style="width: 11%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 0%" />
<col style="width: 7%" />
<col style="width: 0%" />
<col style="width: 11%" />
<col style="width: 0%" />
<col style="width: 2%" />
<col style="width: 0%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 0%" />
<col style="width: 7%" />
<col style="width: 0%" />
<col style="width: 11%" />
<col style="width: 0%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p id="jan-june-98" class="heading">JAN-JUNE ‘98</p></td>
<td><em><strong>AIRLINE</strong></em></td>
<td colspan="3"><em><strong>DENIED BOARDINGS (DB’S)</strong></em></td>
<td colspan="2"><em><strong>ENPLANED</strong></em></td>
<td colspan="2"><em><strong>INVOLUNTARY DB'S</strong></em></td>
<td colspan="2"></td>
<td colspan="3"><em><strong>DENIED BOARDINGS (DB’S)</strong></em></td>
<td colspan="2"><em><strong>ENPLANED</strong></em></td>
<td colspan="2"><em><strong>INVOLUNTARY DB'S</strong></em></td>
</tr>
<tr class="even">
<td><em><strong>RANK</strong></em></td>
<td></td>
<td><h6 id="voluntary-1">VOLUNTARY</h6></td>
<td><em><strong>INVOLUNTARY</strong></em></td>
<td colspan="2"><em><strong>PASSENGERS</strong></em></td>
<td colspan="2"><em><strong>PER 10,000 PSGRS</strong></em></td>
<td colspan="2"></td>
<td colspan="2"><em><strong>VOLUNTARY</strong></em></td>
<td><em><strong>INVOLUNTARY</strong></em></td>
<td colspan="2"><em><strong>PASSENGERS</strong></em></td>
<td colspan="2"><em><strong>PER 10,000 PSGRS</strong></em></td>
<td></td>
</tr>
</tbody>
</table>

<table>
<colgroup>
<col style="width: 6%" />
<col style="width: 12%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 10%" />
<col style="width: 9%" />
<col style="width: 6%" />
<col style="width: 8%" />
<col style="width: 9%" />
<col style="width: 10%" />
<col style="width: 8%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h5 id="continental-2">Continental</h5></td>
<td>39,149</td>
<td>260</td>
<td>18,521,567</td>
<td><strong>0.14</strong></td>
<td></td>
<td>34,632</td>
<td>236</td>
<td>17,531,894</td>
<td><strong>0.13</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>2</td>
<td><em><strong>US Airways</strong></em></td>
<td>48,778</td>
<td>765</td>
<td>28,005,731</td>
<td><strong>0.27</strong></td>
<td></td>
<td>48,871</td>
<td>3,603</td>
<td>28,990,014</td>
<td><strong>1.24</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>Northwest</strong></em></td>
<td>70,769</td>
<td>811</td>
<td>24,020,440</td>
<td><strong>0.34</strong></td>
<td></td>
<td>48,528</td>
<td>1,731</td>
<td>24,196,030</td>
<td><strong>0.72</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>4</td>
<td><em><strong>American</strong></em></td>
<td>110,991</td>
<td>1,595</td>
<td>36,332,205</td>
<td><strong>0.44</strong></td>
<td></td>
<td>123,935</td>
<td>3,499</td>
<td>35,974,199</td>
<td><strong>0.97</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>United</strong></em></td>
<td>73,079</td>
<td>2,378</td>
<td>37,940,808</td>
<td><strong>0.63</strong></td>
<td></td>
<td>48,304</td>
<td>1,861</td>
<td>37,250,291</td>
<td><strong>0.50</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>6</td>
<td><em><strong>America West</strong></em></td>
<td>26,062</td>
<td>1,097</td>
<td>8,948,281</td>
<td><strong>1.23</strong></td>
<td></td>
<td>35,294</td>
<td>2,222</td>
<td>9,653,994</td>
<td><strong>2.30</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>Delta</strong></em></td>
<td>134,119</td>
<td>6,972</td>
<td>50,641,896</td>
<td><strong>1.38</strong></td>
<td></td>
<td>132,795</td>
<td>10,165</td>
<td>51,065,578</td>
<td><strong>1.99</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>8</td>
<td><em><strong>TWA</strong></em></td>
<td>17,612</td>
<td>1,858</td>
<td>11,655,118</td>
<td><strong>1.59</strong></td>
<td></td>
<td>17,495</td>
<td>1,841</td>
<td>10,908,055</td>
<td><strong>1.69</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>Alaska</strong></em></td>
<td>14,911</td>
<td>1,041</td>
<td>6,166,053</td>
<td><strong>1.69</strong></td>
<td></td>
<td>11,799</td>
<td>1,713</td>
<td>5,863,553</td>
<td><strong>2.92</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>10</td>
<td><em><strong>Southwest</strong></em></td>
<td>40,225</td>
<td>5,428</td>
<td>28,721,073</td>
<td><strong>1.89</strong></td>
<td></td>
<td>34,741</td>
<td>6,555</td>
<td>27,378,240</td>
<td><strong>2.39</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td><strong>TOTAL</strong></td>
<td><strong>575,695</strong></td>
<td><strong>22,205</strong></td>
<td><strong>250,953,172</strong></td>
<td><strong>0.88</strong></td>
<td></td>
<td><strong>536,394</strong></td>
<td><strong>33,426</strong></td>
<td><strong>248,811,848</strong></td>
<td><strong>1.34</strong></td>
</tr>
</tbody>
</table>

> \* U.S. Airlines with at least one percent of total domestic
> scheduled-service passenger revenues.

**[CONSUMER COMPLAINTS]{.underline}**

This section summarizes aviation consumer complaints filed with the
Department in writing, by telephone or in person. DOT has not determined
the validity of the complaints. The report does not include safety
complaints, which are handled by the Federal Aviation Administration. An
explanation of each section of the report appears below:

**Summary**. Table 1 gives the total number of complaints, and also
breaks down complaints by industry groups (U.S. airlines, tour
operators, etc.). As with most other sections of the report, figures for
the current month are compared to the same month in the previous year.

**Complaint Categories**. Table 2 ranks the categories of complaints
(baggage, refunds, etc.). A detailed explanation of each category
appears at the end of the report.

**U.S. Airlines**. Table 3 shows the number of complaints against
individual U.S. airlines, listed alphabetically and broken down by
complaint category.

**Incident Date**. Table 4 shows the number of complaints against
individual U.S. airlines, listed alphabetically and broken down by the
percentage of complaints where the incident occurred in the most recent
month versus previous periods. (Table 4 data is not included in YTD
report.)

**Companies Other Than U.S. Airlines**. Table 5 provides the same
information as above for foreign airlines, and for tour operators, cargo
companies, etc.

**Airline Rankings**: Table 6 ranks the largest U.S. airlines (those
that each account for one percent of total domestic scheduled-service
passenger revenues) according to the rate of complaints per 100,000
passengers. This ranking takes into account airline size when
identifying the carriers against whom the most complaints have been
filed.

![](media/image10.wmf){width="1.0708333333333333in"
height="1.0965277777777778in"}

> TABLE 1
>
> AIR TRAVEL CONSUMER REPORT
>
> CONSUMER COMPLAINTS
>
> SUMMARY
>
> SEPTEMBER 1998 SEPTEMBER 1997
>
> COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
> COMPLIMENTS INFO REQUESTS
>
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> U.S. AIRLINES 872 37 3 49 480 54 2 92
>
> FOREIGN AIRLINES 99 1 0 0 49 1 0 2
>
> TRAVEL AGENTS 3 0 0 0 1 0 0 0
>
> TOUR OPERATORS 30 0 0 0 8 0 0 0
>
> MISCELLANEOUS 22 12 0 12 15 7 0 11
>
> CARGO COMPANIES 0 0 0 0 0 0 0 0
>
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> INDUSTRY TOTALS 1026 50 3 61 553 62 2 105

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

SEPTEMBER 1998 SEPTEMBER 1997

SUB SUB

RANKING COMPLAINTS\*\* CATEGORY RANKING COMPLAINTS\*\* CATEGORY

\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

FLIGHT PROBLEMS\...\...\... 1 311 2 126

DELAYS\...\...\...\.... 99 26

CANCELLATIONS\...\... 117 40

MISCONNECTIONS\..... 43 28

CUSTOMER SERVICE\...\..... 2 200 1 142

BAGGAGE\...\...\...\...\..... 3 147 3 91

TICKETING/BOARDING\...\... 4 138 4 70

DISABLED\...\...\..... 38 20

REFUNDS\...\...\...\...\..... 5 71 5 46

OTHER\...\...\...\...\...\.... 6 60 7 22

FREQUENT FLYER\..... 31 16

OVERSALES\...\...\...\...\... 7 48 6 30

FARES\...\...\...\...\...\.... 8 39 8 18

ADVERTISING\...\...\...\.... 9 6 9 6

TOURS\...\...\...\...\...\.... 10 6 10 2

CREDIT\...\...\...\...\...\... 11 0 11 0

SMOKING\...\...\...\...\..... 12 0 12 0

\-\-\-- \-\-\--

COMPLAINT TOTAL 1026 553

\* A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS ATTACHED.

\*\* INCLUDES FIGURES FOR SUB-CATEGORIES.

TABLE 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY

SEPTEMBER 1998

U.S. AIRLINES FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

A L P H A B E T I C A L PROBLEMS SALES BOARDING FARES REFUNDS BAGGAGE
SERVICE SMOKING TISING CREDIT TOURS OTHER TOTAL

ALASKA AIRLINES 1 1 0 0 1 3 1 0 0 0 0 1 8

AMERICA WEST AIRLINES 20 2 6 1 3 8 5 0 0 0 1 2 48

AMERICAN AIRLINES 21 2 15 3 5 17 20 0 0 0 1 7 91

AMERICAN EAGLE 3 2 1 0 0 1 1 0 0 0 0 0 8

AMERICAN TRANS AIR 10 0 0 1 0 3 3 0 0 0 0 1 18

ATLANTIC SOUTHEAST AIRLINES 2 1 0 0 1 0 1 0 0 0 0 1 6

CONTINENTAL AIRLINES 10 1 4 0 0 10 17 0 0 0 0 2 44

DELTA AIR LINES 27 4 16 9 9 14 27 0 0 0 0 16 122

HAWAIIAN AIRLINES 1 0 3 1 0 0 0 0 0 0 0 0 5

KIWI INTERNATIONAL AIRLINES 7 1 0 0 2 0 0 0 0 0 0 2 12

NORTHWEST AIRLINES 66 1 15 1 8 11 26 0 0 0 0 2 130

RENO AIR 2 2 0 0 1 0 3 0 0 0 0 0 8

SKY TREK INT\'L AIR 6 0 0 0 0 1 3 0 0 0 0 1 11

SOUTHWEST AIRLINES 1 0 4 2 1 3 0 0 1 0 0 1 13

TOWER AIR 11 2 5 1 2 5 4 0 0 0 0 0 30

TRANS STATES AIRLINES 6 0 0 0 1 1 2 0 0 0 0 0 10

TRANS WORLD AIRLINES 11 3 7 1 1 3 11 0 0 0 0 4 41

UNITED AIRLINES 33 4 19 5 6 21 24 0 1 0 0 6 119

UNITED EXPRESS 4 0 0 0 0 0 2 0 0 0 0 2 8

US AIRWAYS 23 5 12 3 7 11 13 0 0 0 0 5 79

VANGUARD AIRLINES 5 2 3 2 1 1 6 0 0 0 0 0 20

OTHER U.S. AIRLINES 11 3 8 0 5 6 7 0 0 0 0 1 41

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-- \-\-\--
\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
\-\-\-- \-\-\--

SEPTEMBER 1998 281 36 118 30 54 119 176 0 2 0 2 54 872

\% OF TOTAL COMPLAINTS 32.2 4.1 13.5 3.4 6.2 13.6 20.2 0.0 0.2 0.0 0.2
6.2

SEPTEMBER 1997 115 28 57 15 36 73 130 0 5 0 1 20 480

\% OF TOTAL COMPLAINTS 24.0 5.8 11.9 3.1 7.5 15.2 27.1 0.0 1.0 0.0 0.2
4.2

AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 5 OR MORE COMPLAINTS
AGAINST THEM DURING THE REPORTING PERIOD.

COMPLAINTS AGAINST U.S.AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER \'OTHER U.S. AIRLINES.\'

TABLE 4

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY INCIDENT DATE

SEPTEMBER 1998

INCI- UN-

COMPS INCI- INCI- DENTS KNOWN

RECD DENTS DENTS IN ALL INCI-

U.S. AIRLINES IN IN IN PRIOR DENT

A L P H A B E T I C A L SEP SEP PERCENT AUG PERCENT MONTHS PERCENT DATE
PERCENT

\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

ALASKA AIRLINES 8 1 12.50 2 25.00 5 62.50 0 0.00

AMERICA WEST AIRLINES 48 15 31.25 15 31.25 18 37.50 0 0.00

AMERICAN AIRLINES 91 19 20.88 31 34.07 40 43.96 1 1.10

AMERICAN EAGLE 8 0 0.00 3 37.50 5 62.50 0 0.00

AMERICAN TRANS AIR 18 0 0.00 12 66.67 6 33.33 0 0.00

ATLANTIC SOUTHEAST AIRLINES 6 0 0.00 1 16.67 5 83.33 0 0.00

CONTINENTAL AIRLINES 44 6 13.64 19 43.18 19 43.18 0 0.00

DELTA AIR LINES 122 24 19.67 35 28.69 63 51.64 0 0.00

HAWAIIAN AIRLINES 5 0 0.00 3 60.00 2 40.00 0 0.00

KIWI INTERNATIONAL AIRLINES 12 3 25.00 6 50.00 3 25.00 0 0.00

NORTHWEST AIRLINES 130 8 6.15 53 40.77 69 53.08 0 0.00

RENO AIR 8 2 25.00 3 37.50 3 37.50 0 0.00

SKY TREK INT\'L AIR 11 0 0.00 6 54.55 5 45.45 0 0.00

SOUTHWEST AIRLINES 13 4 30.77 6 46.15 3 23.08 0 0.00

TOWER AIR 30 6 20.00 11 36.67 13 43.33 0 0.00

TRANS STATES AIRLINES 10 1 10.00 4 40.00 5 50.00 0 0.00

TRANS WORLD AIRLINES 41 5 12.20 19 46.34 17 41.46 0 0.00

UNITED AIRLINES 119 25 21.01 37 31.09 57 47.90 0 0.00

UNITED EXPRESS 8 6 75.00 1 12.50 1 12.50 0 0.00

US AIRWAYS 79 14 17.72 32 40.51 33 41.77 0 0.00

VANGUARD AIRLINES 20 5 25.00 9 45.00 6 30.00 0 0.00

OTHER U.S. AIRLINES 41 8 19.51 18 43.90 14 34.15 1 2.44

\-\-\-- \-\-\-- \-\-\-\-- \-\-\-- \-\-\-\-- \-\-\-- \-\-\-\-- \-\-\--
\-\-\-\--

TOTALS 872 152 17.43 326 37.39 392 44.95 2 0.23

PRIOR YEAR\'S TOTALS 480 47 9.79 219 45.63 208 43.33 6 1.25

AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 5 OR MORE COMPLAINTS
AGAINST THEM DURING THE REPORTING PERIOD.

COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER \'OTHER U.S. AIRLINES\'.

TABLE 5

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S. AIRLINES

BY COMPLAINT CATEGORY

SEPTEMBER 1998

FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

PROBLEMS SALES BOARDING FARES REFUNDS BAGGAGE SERVICE SMOKING TISING
CREDIT TOURS OTHER TOTAL

FOREIGN AIRLINES

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

AIR FRANCE 2 1 1 1 0 3 1 0 0 0 0 0 9

AIR JAMAICA 3 1 2 0 1 0 0 0 0 0 0 0 7

BRITISH AIRWAYS 0 1 2 1 0 1 4 0 1 0 1 1 12

GUYANA AIRWAYS 1 2 0 0 0 4 0 0 0 0 0 0 7

KLM 1 1 1 0 0 1 3 0 0 0 0 1 8

MEXICANA 3 1 0 0 0 1 1 0 0 0 0 0 6

OTHER FOREIGN AIRLINES 3 3 5 2 6 16 10 0 2 0 1 2 50

\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
\-\-\-- \-\-\-- \-\-\-- \-\-\--

TOTAL 13 10 11 4 7 26 19 0 3 0 2 4 99

TRAVEL AGENTS

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

OTHER TRAVEL AGENTS 0 0 1 0 1 0 1 0 0 0 0 0 3

\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
\-\-\-- \-\-\-- \-\-\-- \-\-\--

TOTAL 0 0 1 0 1 0 1 0 0 0 0 0 3

TOUR OPERATORS

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

SUNJET INT\'L SALES 5 1 2 0 2 1 0 0 0 0 0 1 12

OTHER TOUR OPERATORS 7 1 1 0 4 1 3 0 0 0 1 0 18

\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
\-\-\-- \-\-\-- \-\-\-- \-\-\--

TOTAL 12 2 3 0 6 2 3 0 0 0 1 1 30

MISCELLANEOUS

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

OTHER MISCELLANEOUS 5 0 5 5 3 0 1 0 1 0 1 1 22

\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
\-\-\-- \-\-\-- \-\-\-- \-\-\--

TOTAL 5 0 5 5 3 0 1 0 1 0 1 1 22

CARGO COMPANIES

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

OTHER CARGO COMPANIES 0 0 0 0 0 0 0 0 0 0 0 0 0

\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
\-\-\-- \-\-\-- \-\-\-- \-\-\--

TOTAL 0 0 0 0 0 0 0 0 0 0 0 0 0

AIRLINES/COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 5 OR MORE
COMPLAINTS AGAINST THEM DURING THE REPORTING

PERIOD.COMPLAINTS AGAINST COMPANIES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER \'OTHER FOREIGN AIRLINES\',

\'OTHER CARGO COMPANIES\', ETC.

+-----------------------------------------------------------------------+
| Office of Aviation Enforcement and Proceedings                        |
|                                                                       |
| U.S. Department of Transportation                                     |
+-----------------------------------------------------------------------+

TABLE 6

####  SEPTEMBER

***Consumer Complaints: Rankings***

***U.S. AIRLINES\****

  ----- --------- ------------------------- --- --------------------------
                  ***SEPTEMBER 1998***          ***SEPTEMBER 1997***

  ----- --------- ------------------------- --- --------------------------

<table style="width:100%;">
<colgroup>
<col style="width: 9%" />
<col style="width: 10%" />
<col style="width: 11%" />
<col style="width: 14%" />
<col style="width: 12%" />
<col style="width: 4%" />
<col style="width: 10%" />
<col style="width: 11%" />
<col style="width: 0%" />
<col style="width: 13%" />
</colgroup>
<tbody>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td></td>
<td></td>
<td></td>
<td colspan="2"><em><strong>COMPLAINTS</strong></em></td>
</tr>
<tr class="even">
<td><h2 id="sept.-98">SEPT. ’98</h2></td>
<td></td>
<td></td>
<td><em><strong>SYSTEMWIDE</strong></em></td>
<td><em><strong>PER 100,000</strong></em></td>
<td></td>
<td></td>
<td><em><strong>SYSTEMWIDE</strong></em></td>
<td colspan="2"><em><strong>PER 100,000</strong></em></td>
</tr>
<tr class="odd">
<td><h2 id="rank">RANK</h2></td>
<td><em><strong>AIRLINE</strong></em></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td colspan="2"><em><strong>ENPLANEMENTS</strong></em></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
</tr>
</tbody>
</table>

+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 1  | #     | 13  | 4        | **0   |     | 10  | 4,4    | **     |
|    | ##### |     | ,681,361 | .28** |     |     | 65,457 | 0.22** |
|    |  Sout |     |          |       |     |     |        |        |
|    | hwest |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 2  | **    | 8   | 1        | **0   |     | 8   | 9      | **     |
|    | *Alas |     | ,068,102 | .75** |     |     | 63,987 | 0.83** |
|    | ka*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 3  | **    | 44  | 3        | **1   |     | 20  | 3,0    | **     |
|    | *Cont |     | ,360,792 | .31** |     |     | 17,247 | 0.66** |
|    | inent |     |          |       |     |     |        |        |
|    | al*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 4  | ***A  | 91  | 6        | **1   |     | 49  | 6,2    | **     |
|    | meric |     | ,474,251 | .41** |     |     | 43,343 | 0.78** |
|    | an*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 5  | ##    | 122 | 8        | **1   |     | 51  | 7,8    | **     |
|    | ####  |     | ,524,889 | .43** |     |     | 84,467 | 0.65** |
|    | Delta |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 6  | **    | 119 | 7        | **1   |     | 69  | 6,9    | **     |
|    | *Unit |     | ,613,493 | .56** |     |     | 52,314 | 0.99** |
|    | ed*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 7  | ***US | 79  | 4        | **1   |     | 21  | 4,4    | **     |
|    | Airwa |     | ,719,561 | .67** |     |     | 60,772 | 0.47** |
|    | ys*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 8  | ***T  | 41  | 1        | **2   |     | 12  | 1,8    | **     |
|    | W     |     | ,918,375 | .14** |     |     | 29,140 | 0.66** |
|    | A***  |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 9  | ***Am | 48  | 1        | **3   |     | 22  | 1,3    | **     |
|    | erica |     | ,415,369 | .39** |     |     | 36,695 | 1.65** |
|    | We    |     |          |       |     |     |        |        |
|    | st*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 10 | ***No | 130 | 1        | **9   |     | 72  | 4,4    | **     |
|    | rthwe |     | ,442,614 | .01** |     |     | 40,732 | 1.62** |
|    | st*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
|    | **TO  | *   | **41,2   | **1   |     | *   | **     | **     |
|    | TAL** | *69 | 18,807** | .69** |     | *33 | 41,594 | 0.80** |
|    |       | 5** |          |       |     | 4** | ,154** |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+

Note: For simplicity, statistics are displayed to two decimal places.
Actual ranking

order is based on our computer carrying out the number of decimal places
to nine.

> \* U.S. Airlines with at least one percent of total domestic
> scheduled-service passenger revenues.

TABLE 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

JANUARY 1998 THRU SEPTEMBER 1998 JANUARY 1997 THRU SEPTEMBER 1997

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

U.S. AIRLINES 6325 304 15 537 4875 494 18 934

FOREIGN AIRLINES 761 5 0 18 663 5 2 34

CARGO COMPANIES 3 0 0 1 3 0 0 0

TRAVEL AGENTS 17 0 0 1 6 0 0 1

TOUR OPERATORS 226 1 1 4 92 1 0 4

MISCELLANEOUS 197 67 0 100 195 68 0 109

\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--

INDUSTRY TOTALS 7529 377 16 661 5834 568 20 1082

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

JANUARY 1998 THRU SEPTEMBER 1998 JANUARY 1997 THRU SEPTEMBER 1997

SUB SUB

RANKING COMPLAINTS\*\* CATEGORY RANKING COMPLAINTS\*\* CATEGORY

\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

FLIGHT PROBLEMS\...\...\... 1 2014 1 1449

DELAYS\...\...\...\.... 560 313

CANCELLATIONS\...\... 735 518

MISCONNECTIONS\..... 225 213

CUSTOMER SERVICE\...\..... 2 1550 2 1215

BAGGAGE\...\...\...\...\..... 3 1103 3 806

TICKETING/BOARDING\...\... 4 1059 4 785

DISABLED\...\...\..... 277 247

REFUNDS\...\...\...\...\..... 5 584 5 532

OVERSALES\...\...\...\...\... 6 410 6 416

OTHER\...\...\...\...\...\.... 7 408 7 301

FREQUENT FLYER\..... 191 170

FARES\...\...\...\...\...\.... 8 257 8 186

TOURS\...\...\...\...\...\.... 9 86 9 80

ADVERTISING\...\...\...\.... 10 49 10 52

SMOKING\...\...\...\...\..... 11 9 11 11

CREDIT\...\...\...\...\...\... 12 0 12 1

\-\-\-- \-\-\--

COMPLAINT TOTAL 7529 5834

\* A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS ATTACHED.

\*\* INCLUDES FIGURES FOR SUB-CATEGORIES.

TABLE 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY

JANUARY 1998 THRU SEPTEMBER 1998

U.S. AIRLINES FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

A L P H A B E T I C A L PROBLEMS SALES BOARDING FARES REFUNDS BAGGAGE
SERVICE SMOKING TISING CREDIT TOURS OTHER TOTAL

AIR SOUTH 1 0 3 0 9 0 0 0 0 0 0 0 13

AIRTRAN AIRWAYS 10 0 4 0 3 2 4 0 1 0 0 0 24

AIRTRAN AIRLINES 18 1 7 0 3 6 9 0 0 0 0 0 44

ALASKA AIRLINES 12 3 3 1 1 12 15 0 0 0 0 2 49

AMERICA WEST AIRLINES 121 10 30 9 13 31 62 0 0 0 1 8 285

AMERICAN AIRLINES 145 32 108 37 44 119 133 0 6 0 3 42 669

AMERICAN EAGLE 18 12 4 3 1 5 12 0 0 0 0 2 57

AMERICAN TRANS AIR 34 6 14 4 4 20 25 0 1 0 1 9 118

ATLANTIC SOUTHEAST AIRLINES 43 5 5 1 2 8 11 0 0 0 0 12 87

CARIBAIR 6 0 0 0 4 0 1 0 0 0 0 1 12

CARNIVAL AIR LINES 2 6 5 1 11 7 4 0 0 0 1 0 37

CONTINENTAL AIRLINES 56 13 49 13 9 58 93 0 4 0 0 23 318

DELTA AIR LINES 163 28 118 30 23 62 147 0 2 0 0 72 645

DELTA CONNECTION 6 0 3 1 2 0 3 0 0 0 0 1 16

EASTWIND AIRLINES 14 1 1 0 5 2 4 0 0 0 0 1 28

EXPRESS ONE INTERNATIONAL 4 0 0 0 0 0 3 0 0 0 1 3 11

FRONTIER AIRLINES 4 1 5 0 4 4 3 0 0 0 1 0 22

HAWAIIAN AIRLINES 4 2 4 1 1 3 3 0 0 0 0 1 19

KIWI INTERNATIONAL AIRLINES 68 7 7 0 21 33 21 0 1 0 0 7 165

MESA AIRLINES 12 1 3 1 0 0 1 0 0 0 0 1 19

MIDWAY AIRLINES 2 0 4 1 0 2 6 0 0 0 0 0 15

MYRTLE BEACH JET EXPRESS 6 1 1 1 1 2 0 0 1 0 0 1 14

NORTHWEST AIRLINES 403 17 112 19 25 109 215 2 0 0 0 49 951

PAN AM 18 21 11 1 110 26 20 0 0 0 1 1 209

RENO AIR 18 9 17 4 8 4 18 0 0 0 0 0 78

SKY TREK INT\'L AIR 9 0 0 0 2 3 12 0 0 0 4 7 37

SOUTHWEST AIRLINES 9 7 30 6 5 24 31 0 3 0 0 1 116

SPIRIT AIRLINES 17 0 4 2 2 7 5 0 0 0 1 2 40

SUN COUNTRY AIRLINES 1 2 3 1 1 0 5 0 0 0 2 1 16

SUN JET INTERNATIONAL 6 0 3 0 7 3 1 0 0 0 0 1 21

AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 10 OR MORE COMPLAINTS
AGAINST THEM DURING THE REPORTING PERIOD.

COMPLAINTS AGAINST U.S.AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER \'OTHER U.S. AIRLINES.\'

TABLE 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY

JANUARY 1998 THRU SEPTEMBER 1998

U.S. AIRLINES FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

A L P H A B E T I C A L PROBLEMS SALES BOARDING FARES REFUNDS BAGGAGE
SERVICE SMOKING TISING CREDIT TOURS OTHER TOTAL

TOWER AIR 112 40 24 4 12 28 50 2 1 0 2 11 286

TRANS STATES AIRLINES 11 0 1 0 1 5 4 0 0 0 0 0 22

TRANS WORLD AIRLINES 64 16 36 7 8 26 79 0 0 0 0 12 248

TRANS WORLD EXPRESS 17 5 2 1 0 5 10 0 0 0 0 4 44

UNITED AIRLINES 184 38 132 31 48 141 226 0 6 0 0 53 859

UNITED EXPRESS 21 5 5 1 0 12 9 0 0 0 0 2 55

US AIRWAYS 97 14 78 21 27 47 71 0 2 0 1 17 375

US AIRWAYS EXPRESS 5 0 2 0 0 1 2 0 0 0 0 0 10

VANGUARD AIRLINES 39 6 11 4 14 9 13 0 5 0 0 2 103

WESTERN PACIFIC AIRLINES 7 0 11 1 44 11 1 0 0 0 0 0 75

OTHER U.S. AIRLINES 27 5 11 0 13 27 23 0 0 0 0 7 113

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-- \-\-\--
\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
\-\-\-- \-\-\--

JANUARY 1998 THRU 1814 314 871 207 488 864 1355 4 33 0 19 356 6325

SEPTEMBER 1998

\% OF TOTAL COMPLAINTS 28.7 5.0 13.8 3.3 7.7 13.7 21.4 0.1 0.5 0.0 0.3
5.6

JANUARY 1997 THRU 1306 345 652 151 410 624 1077 5 44 1 9 251 4875

SEPTEMBER 1997

\% OF TOTAL COMPLAINTS 26.8 7.1 13.4 3.1 8.4 12.8 22.1 0.1 0.9 0.0 0.2
5.1

AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 10 OR MORE COMPLAINTS
AGAINST THEM DURING THE REPORTING PERIOD.

COMPLAINTS AGAINST U.S.AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER \'OTHER U.S. AIRLINES.\'

TABLE 4

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S. AIRLINES

BY COMPLAINT CATEGORY

JANUARY 1998 THRU SEPTEMBER 1998

FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

PROBLEMS SALES BOARDING FARES REFUNDS BAGGAGE SERVICE SMOKING TISING
CREDIT TOURS OTHER TOTAL

FOREIGN AIRLINES

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

AEROCALIFORNIA 2 4 2 0 0 1 3 0 0 0 0 0 12

AIR AFRIQUE 0 2 2 0 2 4 0 0 0 0 0 0 10

AIR ARUBA 11 0 0 0 2 5 2 0 0 0 0 2 22

AIR CANADA 3 0 5 1 0 10 8 1 0 0 0 0 28

AIR FRANCE 7 2 6 4 2 14 5 0 0 0 1 0 41

AIR JAMAICA 19 6 5 0 1 14 14 0 0 0 1 4 64

ALITALIA 1 3 1 1 0 1 3 0 0 0 0 2 12

BRITISH AIRWAYS 10 5 20 2 1 16 11 0 1 0 1 1 68

BWIA 1 7 1 0 1 3 1 0 0 0 0 0 14

CATHAY PACIFIC AIRWAYS 0 4 1 0 0 2 2 0 1 0 0 0 10

EL AL 1 2 2 0 0 3 5 0 0 0 0 1 14

GUYANA AIRWAYS 2 2 0 0 1 8 1 0 0 0 0 0 14

IBERIA 0 0 2 0 1 3 5 1 0 0 0 0 12

KLM 9 5 5 0 1 11 13 0 0 0 0 2 46

KOREAN AIR LINES 2 1 2 0 0 4 7 0 0 0 0 1 17

LACSA 0 2 5 1 3 4 1 0 0 0 0 0 16

LUFTHANSA 1 4 7 0 0 7 7 0 0 0 0 2 28

MEXICANA 6 3 1 0 2 6 10 0 0 0 0 2 30

OLYMPIC AIRWAYS 4 1 5 0 1 1 3 1 0 0 0 0 16

SABENA 2 0 4 0 2 2 1 0 0 0 0 0 11

TACA 0 2 4 2 3 5 0 0 0 0 0 0 16

TAESA 1 5 3 0 0 4 1 0 0 0 0 0 14

TURKISH AIRLINES 0 0 2 0 0 6 2 0 0 0 0 0 10

VASP 3 1 3 0 0 2 2 0 0 0 0 0 11

VIRGIN ATLANTIC 0 1 6 1 1 12 3 0 1 0 0 0 25

OTHER FOREIGN AIRLINES 18 19 36 2 12 59 33 1 6 0 2 12 200

\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
\-\-\-- \-\-\-- \-\-\-- \-\-\--

TOTAL 103 81 130 14 36 207 143 4 9 0 5 29 761

AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 10 OR MORE COMPLAINTS
AGAINST THEM DURING THE REPORTING PERIOD.

COMPLAINTS AGAINST U.S.AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER \'OTHER U.S. AIRLINES.\'

TABLE 4

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S. AIRLINES

BY COMPLAINT CATEGORY

JANUARY 1998 THRU SEPTEMBER 1998

FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

PROBLEMS SALES BOARDING FARES REFUNDS BAGGAGE SERVICE SMOKING TISING
CREDIT TOURS OTHER TOTAL

CARGO COMPANIES

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

OTHER CARGO COMPANIES 0 0 0 0 0 2 0 0 0 0 0 1 3

\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
\-\-\-- \-\-\-- \-\-\-- \-\-\--

TOTAL 0 0 0 0 0 2 0 0 0 0 0 1 3

TRAVEL AGENTS

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

OTHER TRAVEL AGENTS 0 0 6 1 6 0 2 0 1 0 1 0 17

\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
\-\-\-- \-\-\-- \-\-\-- \-\-\--

TOTAL 0 0 6 1 6 0 2 0 1 0 1 0 17

TOUR OPERATORS

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

APPLE VACATIONS 5 0 0 0 2 0 6 0 0 0 4 1 18

EAST CARIBBEAN AIRLINES 5 0 1 0 8 0 0 0 0 0 0 0 14

SUNJET INT\'L SALES 49 8 14 2 13 10 16 0 1 0 5 4 122

SUNTRIPS OF CALIFORNIA 0 1 3 0 0 1 3 0 0 0 1 1 10

WORLDWIDE SPORT TRAVEL 0 0 0 0 0 0 0 0 0 0 31 0 31

OTHER TOUR OPERATORS 8 1 2 0 8 0 3 0 0 0 6 3 31

\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
\-\-\-- \-\-\-- \-\-\-- \-\-\--

TOTAL 67 10 20 2 31 11 28 0 1 0 47 9 226

MISCELLANEOUS

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

OTHER MISCELLANEOUS 30 5 32 33 23 19 22 1 5 0 14 13 197

\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
\-\-\-- \-\-\-- \-\-\-- \-\-\--

TOTAL 30 5 32 33 23 19 22 1 5 0 14 13 197

COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 10 OR MORE COMPLAINTS
AGAINST THEM DURING THE REPORTING PERIOD.

COMPLAINTS AGAINST COMPANIES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT
ARE INCLUDED UNDER \'OTHER FOREIGN AIRLINES\',

\'OTHER CARGO COMPANIES\', ETC.

+-----------------------------------------------------------------------+
| Office of Aviation Enforcement and Proceedings                        |
|                                                                       |
| U.S. Department of Transportation                                     |
+-----------------------------------------------------------------------+

TABLE 5

####  JANUARY-SEPTEMBER

***Consumer Complaints: Rankings***

***U.S. AIRLINES\****

  ----- ---------- -------------------------- ---- ------------------------
                   ***JANUARY-SEPTEMBER            ***JANUARY-SEPTEMBER
                   1998***                         1997***

  ----- ---------- -------------------------- ---- ------------------------

+-----+------+-------+---------+-------+---+-------+--------+--------+
|     |      |       |         | *     |   |       |        | ***C   |
|     |      |       |         | **COM |   |       |        | OMPLAI |
|     |      |       |         | PLAIN |   |       |        | NTS*** |
|     |      |       |         | TS*** |   |       |        |        |
+-----+------+-------+---------+-------+---+-------+--------+--------+
| ##  |      |       | **      | *     |   |       | ***S   | ***PER |
| JAN |      |       | *SYSTEM | **PER |   |       | YSTEMW | 100,   |
| -SE |      |       | WIDE*** | 100,0 |   |       | IDE*** | 000*** |
| P ' |      |       |         | 00*** |   |       |        |        |
| 98  |      |       |         |       |   |       |        |        |
| {#j |      |       |         |       |   |       |        |        |
| an- |      |       |         |       |   |       |        |        |
| sep |      |       |         |       |   |       |        |        |
| -98 |      |       |         |       |   |       |        |        |
| -1} |      |       |         |       |   |       |        |        |
+-----+------+-------+---------+-------+---+-------+--------+--------+
| ##  | *    | *     | ***E    | ***   |   | *     | ***ENP | ***ENP |
|  RA | **AI | **COM | NPLANEM | ENPLA |   | **COM | LANEME | LANEME |
| NK  | RLIN | PLAIN | ENTS*** | NEMEN |   | PLAIN | NTS*** | NTS*** |
| {#r | E*** | TS*** |         | TS*** |   | TS*** |        |        |
| ank |      |       |         |       |   |       |        |        |
| -1} |      |       |         |       |   |       |        |        |
+-----+------+-------+---------+-------+---+-------+--------+--------+

+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 1  | #     | 116 | 44       | **0   |     | 124 | 42       | **0   |
|    | ##### |     | ,297,901 | .26** |     |     | ,001,896 | .30** |
|    |  Sout |     |          |       |     |     |          |       |
|    | hwest |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 2  | **    | 49  | 9        | **0   |     | 55  | 9        | **0   |
|    | *Alas |     | ,843,454 | .50** |     |     | ,325,358 | .59** |
|    | ka*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 3  | *     | 645 | 79       | **0   |     | 499 | 77       | **0   |
|    | **Del |     | ,694,145 | .81** |     |     | ,671,378 | .64** |
|    | ta*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 4  | ***US | 375 | 43       | **0   |     | 358 | 44       | **0   |
|    | Airwa |     | ,871,791 | .85** |     |     | ,605,815 | .80** |
|    | ys*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 5  | **    | 318 | 31       | **1   |     | 222 | 29       | **0   |
|    | *Cont |     | ,428,691 | .01** |     |     | ,249,517 | .76** |
|    | inent |     |          |       |     |     |          |       |
|    | al*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 6  | ***A  | 669 | 61       | **1   |     | 661 | 61       | **1   |
|    | meric |     | ,671,185 | .08** |     |     | ,434,925 | .08** |
|    | an*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 7  | **    | 859 | 65       | **1   |     | 585 | 63       | **0   |
|    | *Unit |     | ,220,494 | .32** |     |     | ,623,682 | .92** |
|    | ed*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 8  | ***T  | 248 | 18       | **1   |     | 148 | 17       | **0   |
|    | W     |     | ,388,057 | .35** |     |     | ,680,370 | .84** |
|    | A***  |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 9  | ***Am | 285 | 13       | **2   |     | 210 | 13       | **1   |
|    | erica |     | ,456,508 | .12** |     |     | ,955,790 | .50** |
|    | We    |     |          |       |     |     |          |       |
|    | st*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 10 | ***No | 951 | 37       | **2   |     | 567 | 41       | **1   |
|    | rthwe |     | ,556,477 | .53** |     |     | ,299,909 | .37** |
|    | st*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
|    | **TO  | **4 | **405,4  | **1   |     | **3 | **400,8  | **0   |
|    | TAL** | ,51 | 28,703** | .11** |     | ,42 | 48,640** | .86** |
|    |       | 5** |          |       |     | 9** |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+

Note: For simplicity, statistics are displayed to two decimal places.
Actual ranking

order is based on our computer carrying out the number of decimal places
to nine.

> \* U.S. Airlines with at least one percent of total domestic
> scheduled-service passenger revenues.

**[COMPLAINT CATEGORIES]{.underline}**

**Flight Problems:** Cancellations, delays, or any other deviations from
schedule, whether planned or unplanned.

**Oversales:** All bumping problems, whether or not the airline complied
with DOT oversale regulations.

**Reservations, Ticketing, Boarding, and Disability:** Airline or travel
agent mistakes in reservations and ticketing; problems in making
reservations and obtaining tickets due to busy telephone lines or
waiting in line, or delays in mailing tickets. Problems boarding the
aircraft (except oversales). Complaints by air travelers with
disabilities concerning accessibility.

**Fares:** Incorrect or incomplete information about fares, discount
fare conditions and availability, overcharges, fare increases and level
of fares in general.

**Refunds:** Problems in obtaining refunds for unused or lost tickets,
fare adjustments, or bankruptcies.

**Baggage:** Claims for lost, damaged or delayed baggage, charges for
excess baggage, carry-on problems, and difficulties with airline claim
procedure.

**Customer Service:** Rude or unhelpful employees, inadequate meals or
cabin service, treatment of delayed passengers.

**Smoking:** Inadequate segregation of smoker from non-smokers; failure
of airline to enforce no-smoking rules; objections to the rule, would
prefer change such as; (1) relaxation or elimination of regulations, or
(2) banning of smoking on all flights.

**Advertising**: Advertising that is unfair, misleading or offensive to
consumers.

**Credit:** Denial of credit, interest or late payment charges,
incorrect billing, or incorrect credit reports on airline-issued credit.

**Tours:** Problems with scheduled or charter tour packages.

**Other:** Cargo problems, security, airport facilities, claims for
bodily injury, frequent flyer, and other not classified above.

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