+---------------------------------+------------------------------------+
| ![](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: JUNE 1998**                    |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays April 1998               |
|                           | >                                        |
|                           | > Mishandled Baggage April 1998          |
|                           | >                                        |
|                           | > Oversales 1st Quarter 1998             |
|                           | >                                        |
|                           | > Consumer Complaints April 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** \...\...\...\...\...\..........17

***Oversales***

**Explanation** \...\...\...\...\...\..........18

**Ranking\--Quarter** \...\...\...\...\...\..........19

***Consumer Complaints***

**Explanation** \...\...\...\...\...\..........20

**Complaint Tables 1-5** \...\...\...\.....21

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

**Rankings, Table 6** \...\...\...\.....26

**Complaint Categories** \...\...\...\.....27

![](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"}

APRIL 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/

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

AMERICAN S/ 29 84.9 94 84.8

SOUTHWEST S/ 14 80.4 52 82.6

US AIRWAYS S/ 26 82.1 86 82.0

ALASKA S/ 7 80.1 34 80.7

UNITED S/ 29 79.2 102 78.7

TWA S/ 28 77.7 73 78.3

DELTA S/ 29 76.5 121 77.0

CONTINENTAL S/ 27 75.5 80 76.0

AMERICA WEST S/ 26 73.9 53 74.9

NORTHWEST S/ 28 71.5 114 71.3

T O T A L 78.7 79.1

> Note: For simplicity, statistics are displayed to one decimal place.
> Actual ranking
>
> order is based on our computer carrying out the number of decimal
> places to nine.

APRIL 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

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

CARRIER APR-JUN 97 JUL-SEP 97 OCT-DEC 97 JAN-MAR 98 FEB 98 MAR 98 APR 98
MAY97-APR98 SEP 87-APR 98

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

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

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

ALASKA 82.3 (3) 72.3 (10) 70.3 (10) 70.7 (9) 66.5 (9) 75.6 (5) 80.7 (4)
73.6 (10) 78.5 (6)

AMERICA WEST 80.0 (5) 79.9 (6) 75.6 (9) 67.9 (10) 62.0 (10) 67.9 (10)
74.9 (9) 75.5 (8) 81.5 (2)

AMERICAN 79.5 (6) 84.0 (3) 79.9 (2) 79.6 (2) 81.9 (1) 78.6 (2) 84.8 (1)
81.4 (1) 80.0 (4)

CONTINENTAL 77.7 (9) 80.7 (5) 77.8 (4) 72.0 (7) 69.9 (8) 73.7 (7) 76.0
(8) 76.8 (5) 78.5 (7)

DELTA 72.4 (10) 76.7 (9) 75.7 (8) 75.0 (4) 73.7 (6) 75.6 (4) 77.0 (7)
75.2 (9) 77.3 (9)

NORTHWEST 78.5 (8) 77.9 (7) 77.0 (6) 73.6 (6) 79.3 (3) 72.9 (8) 71.3
(10) 76.1 (6) 80.7 (3)

SOUTHWEST 83.8 (2) 85.3 (2) 79.7 (3) 77.0 (3) 74.8 (5) 76.7 (3) 82.6 (2)
81.3 (2) 84.1 (1)

TWA 84.1 (1) 86.1 (1) 77.7 (5) 73.9 (5) 78.4 (4) 70.5 (9) 78.3 (6) 79.9
(4) 77.4 (8)

UNITED 78.7 (7) 76.7 (8) 76.3 (7) 71.6 (8) 71.5 (7) 74.0 (6) 78.7 (5)
75.5 (7) 77.1 (10)

US AIRWAYS 80.4 (4) 80.8 (4) 80.6 (1) 81.5 (1) 81.1 (2) 82.5 (1) 82.0
(3) 81.0 (3) 79.3 (5)

TOTAL 79.0 80.3 77.8 75.4 75.4 75.9 79.1 78.1 79.2

APRIL 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 750 78.8 1241 76.5 210 81.4 180 87.2 90 83.3 990 84.7 605 87.4

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

CO 818 66.6 828 65.8 310 84.2 79 73.4 H/ 643 74.2 388 76.3

DL 17582 72.4 1723 77.4 334 73.1 234 79.5 6350 83.0 1202 78.9 570 76.8

HP 118 78.8 180 64.4 149 73.2 H/ H/ 90 72.2 232 76.7

NW 505 55.2 524 58.8 303 60.4 198 68.2 42 64.3 570 68.2 300 61.0

TW 202 69.8 210 66.2 180 77.8 116 79.3 139 80.6 285 78.9 173 71.7

UA 473 64.7 1073 71.1 382 68.8 89 75.3 163 77.9 499 77.2 8628 85.5

US 616 68.0 2091 76.9 2050 85.7 9381 86.6 H/ 2743 84.7 180 84.4

WN H/ H/ 1532 80.9 H/ H/ H/ H/

TOTAL 21064 71.7 7870 73.2 5450 80.1 10277 85.8 6784 82.8 7022 80.5
11076 83.8

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 14015 89.2 404 84.4 970 76.1 617 80.7 859 79.4 314 85.7 1954 76.8

AS H/ H/ H/ H/ H/ 248 76.6 650 76.3

CO 507 83.2 310 74.5 6098 70.4 8224 84.0 H/ 331 65.9 772 59.7

DL 3913 80.7 300 66.7 603 71.6 420 73.3 839 69.8 720 69.9 1469 68.0

HP 206 81.6 89 67.4 209 65.6 150 85.3 166 65.1 2279 72.4 655 69.0

NW 453 70.2 10098 72.7 477 54.7 H/ 86 45.3 352 67.0 476 66.0

TW 310 74.8 264 74.2 176 68.2 H/ 959 73.2 180 69.4 298 63.4

UA 486 77.8 321 69.5 966 66.1 376 74.5 509 70.1 1178 78.8 4838 77.6

US 318 68.9 448 84.4 434 77.4 262 69.1 9 88.9 150 72.0 412 58.0

WN H/ 569 74.5 H/ 194 80.4 H/ 4062 83.2 3352 74.0

TOTAL 20208 86.1 12803 73.4 9933 70.0 10243 82.6 3427 72.4 9814 77.5
14876 73.2

APRIL 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 1556 77.1 526 87.3 3135 87.7 492 82.5 8757 85.9 180 91.7 710 79.9

AS H/ H/ H/ H/ H/ 1506 85.3 H/

CO 443 75.6 587 70.4 399 76.2 167 74.9 590 73.1 86 72.1 276 81.2

DL 2041 76.9 2823 84.6 449 69.0 330 76.1 839 72.6 566 86.2 510 65.5

HP 58 63.8 72 77.8 89 71.9 119 76.5 150 72.7 146 71.9 145 66.2

NW 563 56.1 485 60.0 319 65.2 8938 79.2 817 67.4 146 73.3 398 65.1

TW 330 70.3 357 84.0 217 85.7 258 84.1 370 73.2 100 87.0 171 73.7

UA 706 69.0 431 83.1 429 78.6 579 82.2 11997 80.8 995 82.2 731 74.8

US 2182 75.3 1329 79.2 444 81.8 232 83.2 633 79.6 H/ 6180 79.5

WN H/ 912 90.6 H/ H/ H/ 901 88.1 H/

TOTAL 7879 73.9 7522 81.7 5481 82.5 11115 79.5 24153 81.5 4626 84.5 9121
77.5

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 629 78.9 90 93.3 496 77.4 374 89.6 851 77.9 212 79.7 354 74.6 276
84.1

AS 260 70.4 H/ 330 79.1 3298 81.1 531 71.2 H/ H/ H/

CO 296 64.9 60 83.3 240 63.3 176 68.8 556 67.8 91 79.1 168 73.2 488 76.8

DL 753 68.1 270 71.9 449 71.9 539 85.0 715 65.3 4858 83.7 206 60.2 903
81.7

HP 5514 76.3 H/ 240 67.5 176 72.2 359 66.0 120 75.0 85 75.3 48 95.8

NW 343 60.3 250 63.2 180 58.3 437 64.1 376 67.0 120 62.5 455 62.6 371
64.2

TW 209 68.9 168 73.8 150 65.3 204 82.8 184 66.8 118 78.0 10286 79.7 237
81.9

UA 1080 76.3 144 73.6 1008 78.2 1345 81.2 7058 76.9 446 80.5 286 71.0
245 83.3

US 261 58.6 8278 86.7 120 60.0 150 90.0 326 68.7 H/ 206 72.8 1036 75.7

WN 4836 80.0 H/ 2257 79.2 932 90.0 512 70.3 1145 84.7 2530 76.4 923 84.0

TOTAL 14181 76.1 9260 85.2 5470 75.6 7631 81.7 11468 74.2 7110 82.9
14576 77.8 4527 79.2

APRIL 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 93.5 72.3 44.8 94.4 86.9 J/ J/ 91.9 82.2 82.5 88.1 76.2
100.0 91.1 J/ 85.4

700 - 759 AM 85.1 87.9 94.9 93.5 83.9 97.1 93.4 96.6 88.4 96.5 91.3 86.2
91.5 91.2 87.5 96.6

800 - 859 AM 80.2 86.3 90.6 91.3 87.5 86.1 94.0 93.0 86.9 80.5 79.8 69.6
94.2 86.6 83.7 94.4

900 - 959 AM 73.2 81.9 90.1 86.7 80.2 88.0 88.5 89.7 85.2 91.2 82.5 87.5
82.9 76.0 87.0 85.3

1000 - 1059 AM 79.0 83.3 90.2 85.2 83.3 84.3 88.2 88.9 82.8 83.1 91.7
90.3 87.3 73.8 83.1 89.9

1100 - 1159 AM 76.7 83.5 88.9 91.2 88.5 87.2 88.0 88.8 76.7 83.9 82.2
80.0 81.1 71.5 87.0 83.1

1200 - 1259 PM 73.9 78.2 83.3 89.8 87.5 83.4 84.8 93.9 75.9 75.8 91.2
66.7 82.2 79.7 80.5 84.6

100 - 159 PM 82.4 82.2 87.7 89.6 86.0 87.9 83.5 91.4 82.1 74.7 84.9 83.3
80.3 76.3 79.0 86.5

200 - 259 PM 73.4 78.7 87.0 89.9 83.8 85.2 85.3 81.3 73.5 69.4 89.4 80.0
79.5 76.1 78.7 89.3

300 - 359 PM 75.3 78.1 80.5 84.4 88.8 80.9 83.5 89.0 74.2 71.5 81.2 78.7
81.3 77.2 77.9 84.6

400 - 459 PM 66.3 71.2 82.2 78.0 87.3 75.7 80.9 89.4 68.8 65.2 80.8 73.3
81.3 76.7 72.7 81.5

500 - 559 PM 67.7 68.7 74.4 87.2 77.3 74.2 79.9 84.1 70.3 70.9 82.0 73.4
73.3 69.6 70.8 79.1

600 - 659 PM 59.8 64.2 67.5 80.0 81.2 72.3 75.3 80.8 67.8 60.8 81.0 61.7
77.5 70.6 66.3 77.1

700 - 759 PM 67.1 59.4 78.2 77.5 75.5 76.1 79.7 82.0 63.9 59.8 77.6 62.7
73.7 67.9 65.4 74.7

800 - 859 PM 57.3 63.1 72.4 79.8 72.6 69.8 75.6 77.7 69.2 61.2 75.7 65.4
70.6 66.2 61.2 76.2

900 - 959 PM 69.5 71.0 76.9 79.6 78.0 73.8 81.3 78.8 63.4 57.3 77.6 70.8
67.5 63.4 65.7 66.9

1000 - 1059 PM 68.9 64.2 68.4 75.0 77.8 82.8 69.4 73.0 72.7 58.0 70.7
63.9 67.9 62.3 65.7 78.1

1100 - 559 AM 79.2 72.8 71.1 81.2 78.9 82.2 82.6 83.9 65.3 69.6 74.6
68.8 70.1 73.8 63.3 77.9

TOTAL, ALL ARRIVALS,

BY AIRPORT 71.7 73.2 80.1 85.8 82.8 80.5 83.8 86.1 73.4 70.0 82.6 72.4
77.5 73.2 73.9 81.7

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 93.9 90.5 91.1 J/ 84.5 96.6 91.2 J/ 79.7 93.8 J/ 90.0 94.8
87.4

700 - 759 AM 89.3 81.4 89.0 100.0 91.0 90.4 95.7 94.7 97.6 93.3 89.4
87.2 100.0 90.5

800 - 859 AM 76.7 87.6 88.2 97.1 81.7 88.8 90.2 93.8 94.3 89.4 95.0 83.4
66.1 87.5

900 - 959 AM 86.0 86.0 88.2 94.0 79.1 76.9 81.4 86.3 94.5 83.1 91.7 86.7
89.0 84.4

1000 - 1059 AM 88.9 81.3 89.3 87.7 88.4 81.7 86.1 85.1 85.3 72.3 85.2
80.2 83.2 83.9

1100 - 1159 AM 82.1 86.3 89.5 88.7 89.5 84.7 86.7 77.5 85.8 71.2 85.9
86.2 84.1 83.5

1200 - 1259 PM 84.1 85.8 83.8 91.1 81.0 76.4 90.0 74.2 84.5 73.9 84.9
83.5 84.1 82.2

100 - 159 PM 88.7 81.0 85.7 84.0 82.1 72.5 89.0 79.9 81.4 66.6 86.0 82.9
85.9 83.0

200 - 259 PM 88.6 84.0 85.3 80.3 86.0 78.0 82.2 75.5 85.5 74.1 86.2 80.6
89.8 80.9

300 - 359 PM 87.0 80.5 83.8 82.5 80.9 70.9 91.8 69.7 88.4 76.1 85.6 81.9
81.9 81.0

400 - 459 PM 84.7 81.8 80.6 77.7 75.5 70.0 81.2 76.2 77.6 73.3 79.9 76.0
81.9 76.5

500 - 559 PM 79.7 77.5 79.8 86.1 69.2 67.3 79.0 74.5 83.3 73.8 73.3 68.2
72.9 75.3

600 - 659 PM 81.7 76.0 73.8 82.1 69.0 74.8 90.5 72.4 78.8 74.7 73.2 69.8
77.2 72.0

700 - 759 PM 78.4 71.4 72.8 84.0 72.0 75.8 81.6 69.2 76.5 69.8 82.1 70.1
79.9 73.7

800 - 859 PM 80.4 74.2 66.7 74.0 68.5 69.5 79.2 68.5 70.8 69.5 78.2 67.9
63.5 69.7

900 - 959 PM 78.6 71.2 70.2 84.3 69.8 69.0 79.6 68.3 75.4 71.5 72.1 68.3
72.8 71.5

1000 - 1059 PM 77.9 69.6 62.5 75.9 70.4 70.1 73.3 68.2 72.4 65.6 75.4
71.9 71.2 69.1

1100 - 559 AM 73.6 72.0 79.3 84.2 77.8 68.9 77.1 70.8 80.2 73.8 80.6
82.2 72.6 74.6

TOTAL, ALL ARRIVALS,

BY AIRPORT 82.5 79.5 81.5 84.5 77.5 76.1 85.2 75.6 81.7 74.2 82.9 77.8
79.2 78.7

APRIL 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 90.9 91.1 95.2 96.2 92.9 91.1 93.5 92.8 85.6 90.8 97.0 84.7
96.2 93.6 94.9 94.8

700 - 759 AM 90.5 91.3 94.3 95.5 93.3 94.4 92.2 93.8 80.6 91.6 94.4 93.4
90.3 92.0 92.2 95.1

800 - 859 AM 85.0 88.0 93.0 91.6 89.0 91.8 91.3 90.7 82.9 87.4 92.6 90.0
93.4 88.9 89.2 93.3

900 - 959 AM 80.5 92.3 90.6 91.6 93.6 91.4 90.4 89.8 78.2 83.9 88.6 86.6
84.7 89.3 90.5 94.2

1000 - 1059 AM 83.1 91.0 87.2 86.1 89.0 92.9 89.0 87.9 74.9 88.9 89.1
90.0 78.6 79.0 87.3 90.9

1100 - 1159 AM 83.0 89.6 84.4 87.8 93.0 89.6 86.2 84.4 86.0 81.9 87.1
91.7 78.6 75.2 88.2 91.7

1200 - 1259 PM 84.8 92.0 87.4 89.5 92.4 89.7 85.8 88.3 70.9 86.2 90.1
91.5 84.7 76.8 91.1 89.7

100 - 159 PM 78.9 84.5 90.1 87.4 83.6 88.6 80.5 88.3 69.1 86.3 89.7 90.0
80.8 80.6 85.2 86.5

200 - 259 PM 81.6 87.8 83.8 92.6 88.0 88.2 83.3 87.5 77.8 77.0 86.4 92.6
79.1 80.2 82.6 89.0

300 - 359 PM 76.2 81.5 85.8 85.7 89.5 85.6 85.9 83.4 55.1 69.7 83.3 87.2
74.8 77.1 82.6 86.9

400 - 459 PM 76.9 82.6 77.9 77.6 86.7 84.3 83.0 79.4 58.1 68.4 91.5 81.6
74.6 78.4 81.3 85.1

500 - 559 PM 73.1 74.2 72.6 81.3 94.1 80.7 78.9 84.4 63.4 66.4 82.9 77.6
75.3 72.1 72.1 84.8

600 - 659 PM 69.9 71.8 68.5 82.5 80.0 78.3 79.9 79.7 56.1 68.7 81.2 80.2
74.6 69.0 74.3 84.7

700 - 759 PM 70.8 71.5 76.3 75.7 86.3 77.3 77.3 81.8 57.6 60.3 83.7 78.7
74.4 72.0 69.2 80.4

800 - 859 PM 67.2 71.2 67.0 79.3 80.7 77.0 77.5 79.9 57.7 61.4 84.3 91.3
73.5 73.8 69.1 81.2

900 - 959 PM 72.4 80.8 75.1 76.2 75.0 79.8 79.4 83.7 58.5 53.4 81.6 73.2
67.9 73.6 75.5 78.6

1000 - 1059 PM 89.7 83.3 47.8 79.7 83.8 J/ 78.6 79.9 57.0 J/ 86.7 67.4
81.7 77.2 J/ 78.9

1100 - 559 AM 79.1 J/ 96.7 J/ J/ J/ 87.1 J/ 93.3 95.2 69.7 83.3 80.9
86.8 100.0 90.0

TOTAL, ALL DEPARTURES,

BY AIRPORT 78.6 84.2 83.8 85.0 87.8 86.3 84.6 85.7 67.3 77.6 87.0 84.6
81.0 80.7 83.5 88.2

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 93.0 89.1 91.7 96.6 95.4 91.6 94.4 93.1 96.5 93.3 94.4 90.9
93.6 93.0

700 - 759 AM 94.4 82.7 88.9 94.9 93.3 92.8 91.1 95.6 93.8 92.5 97.7 90.8
94.0 91.4

800 - 859 AM 92.1 82.4 88.0 95.2 88.8 87.5 90.9 91.9 95.3 87.7 93.8 88.5
94.2 89.6

900 - 959 AM 87.6 78.9 84.7 94.0 81.9 81.6 91.4 82.0 91.1 86.1 93.5 86.9
92.9 86.7

1000 - 1059 AM 82.2 79.0 87.0 94.8 84.4 77.5 89.7 86.3 89.4 77.6 92.3
85.7 90.1 85.7

1100 - 1159 AM 86.0 75.6 88.6 86.2 89.8 80.0 88.5 76.1 87.3 75.0 92.2
83.9 87.0 84.4

1200 - 1259 PM 87.0 77.6 84.4 88.8 91.5 80.9 92.6 77.7 86.8 74.2 86.7
86.0 84.3 84.7

100 - 159 PM 87.2 75.8 86.3 88.9 82.4 74.0 87.1 82.2 91.4 77.9 91.3 83.4
82.2 82.8

200 - 259 PM 80.2 74.1 85.1 87.1 77.0 73.5 90.4 72.9 82.5 73.6 88.3 82.6
86.9 83.1

300 - 359 PM 83.2 68.3 74.6 82.4 85.0 68.5 71.8 72.2 88.2 77.6 86.2 76.5
88.8 78.4

400 - 459 PM 84.4 72.1 79.6 82.3 82.1 68.1 85.9 75.0 87.1 77.1 87.4 77.7
87.1 78.7

500 - 559 PM 84.1 69.2 74.7 82.9 73.5 68.6 82.0 70.8 82.5 73.8 81.5 73.1
84.6 75.6

600 - 659 PM 78.5 73.2 74.4 83.2 70.8 67.8 84.2 76.2 81.4 73.5 84.7 69.0
81.1 74.5

700 - 759 PM 79.9 73.0 66.2 85.0 71.7 66.4 86.7 70.8 78.8 70.4 78.2 73.9
85.2 73.1

800 - 859 PM 78.8 64.9 73.8 84.4 73.8 68.4 79.1 75.3 77.2 67.7 87.4 69.8
77.8 74.6

900 - 959 PM 80.0 77.7 72.6 83.8 77.0 65.1 85.6 73.1 82.9 75.6 89.2 70.7
64.7 75.4

1000 - 1059 PM J/ 70.3 76.1 91.9 72.4 69.8 89.9 91.1 85.2 86.6 87.4 72.7
60.0 77.3

1100 - 559 AM 85.0 93.3 90.7 93.3 97.6 91.9 96.7 96.5 92.7 88.9 94.9 J/
93.3 84.9

TOTAL, ALL DEPARTURES,

BY AIRPORT 86.1 74.7 81.4 89.6 81.7 77.0 87.2 81.9 88.5 79.9 89.3 79.4
86.9 82.0

APRIL 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

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

DL 572 SJU-ATL 1620 30 96.67 43 29

DL 462 ATL-ORD 2115 30 83.33 44 27

DL 187 SJU-ATL 1420 30 83.33 33 24

CO 1 IAH-HNL 0940 30 83.33 32 33

HP 92 PHX-LAS 1045 30 83.33 29 27

NW 439 DTW-EWR 1700 26 80.77 49 42

DL 437 ATL-SMF 0850 26 80.77 30 20

NW 1074 MSP-MDW 1445 26 80.77 30 23

NW 280 DTW-ORD 1505 26 80.77 30 27

WN 744 ELP-LAX 2000 26 80.77 30 25

NW 442 DTW-MCO 1855 30 80.00 53 42

DL 179 DFW-LAX 1545 30 80.00 38 31

DL 749 ATL-LAS 0845 30 80.00 31 23

NW 757 DTW-MSP 2045 30 80.00 27 20

APRIL 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 11 0.7

DELTA 2528 15 0.6

AMERICA WEST 565 3 0.5

SOUTHWEST 2312 4 0.2

UNITED 2078 3 0.1

CONTINENTAL 1150 1 0.1

US AIRWAYS 1973 1 0.1

ALASKA 411 0 0.0

TWA 784 0 0.0

AMERICAN 1808 0 0.0

TOTAL 15097 38 0.3

APRIL 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) 90.0 94.4 90 90 DUTCH HARBOR, AK. (DUT) 55.0
63.3 60 60

ALBANY, N.Y. (ALB) 78.6 88.6 919 919 EAGLE, CO. (EGE) 77.4 85.7 62 63

ALBUQUERQUE, N.M. (ABQ) 81.0 85.8 2,976 2,976 EL PASO, TX. (ELP) 84.1
87.4 2,081 2,081

ALLENTOWN, PA. (ABE) 76.7 87.2 554 554 ELMIRA, N.Y. (ELM) 84.8 98.2 112
112

AMARILLO, TX. (AMA) 80.0 89.4 404 404 ERIE, PA. (ERI) 89.7 94.8 116 116

ANCHORAGE, AK. (ANC) 83.2 90.9 1,424 1,424 EUGENE, OR. (EUG) 74.3 78.2
179 179

ASHEVILLE, N.C. (AVL) 88.0 96.7 150 150 FAIRBANKS, AK. (FAI) 88.5 90.9
418 417

ATLANTA, GA. (ATL) 71.7 78.6 21,064 21,074 FARGO, N.D. (FAR) 74.9 91.6
179 179

AUGUSTA, GA. (AGS) 77.9 84.4 154 154 FAYETTEVILLE, N.C. (FAY) 93.3 93.3
119 119

AUSTIN, TX. (AUS) 82.5 89.7 3,060 3,062 FLINT, MI. (FNT) 69.8 82.8 116
116

BAKERSFIELD, CA. (BFL) 61.5 96.0 26 25 FRESNO, CA. (FAT) 76.6 95.2 124
124

BALTIMORE, MD. (BWI) 80.1 83.8 5,450 5,450 FT. LAUDERDALE, FL. (FLL)
81.2 85.8 3,644 3,643

BANGOR, ME. (BGR) 74.4 97.8 90 90 FT. MYERS, FL. (RSW) 77.1 84.9 1,470
1,473

BARROW, AK. (BRW) 75.3 80.8 73 73 FT. WAYNE, IN. (FWA) 61.3 77.3 150 150

BATON ROUGE, LA. (BTR) 82.6 91.2 386 386 GRAND FORKS, N.D. (GFK) 75.5
92.2 102 102

BETHEL, AK. (BET) 84.1 91.5 82 82 GRAND RAPIDS, MI. (GRR) 73.0 86.8 733
733

BILLINGS, MT. (BIL) 86.7 92.1 240 240 GREAT FALLS, MT. (GTF) 90.0 89.5
210 210

BINGHAMTON, N.Y. (BGM) 87.2 90.7 86 86 GREEN BAY, WI. (GRB) 68.7 87.6
217 217

BIRMINGHAM, AL. (BHM) 80.9 86.4 1,575 1,575 GREENSBORO/HIGH PT., N.C.
(GSO) 71.1 83.4 1,230 1,230

BISMARCK, N.D. (BIS) 76.5 94.8 115 115 GREENVILLE/SPARTBG., S.C. (GSP)
76.7 84.9 576 576

BOISE, ID. (BOI) 83.6 91.0 952 952 GUNNISON, CO. (GUC) 80.0 80.0 5 5

BOSTON, MA. (BOS) 73.2 84.2 7,870 7,870 HARLINGEN, TX. (HRL) 81.2 83.5
346 346

BOZEMAN, MT. (BZN) 81.0 89.5 153 153 HARRISBURG, PA. (MDT) 74.3 89.3 614
614

BRISTOL, TN. (TRI) 83.6 94.0 116 116 HARTFORD, CT./SPGFLD, MA. (BDL)
78.5 89.7 2,200 2,198

BROWNSVILLE, TX. (BRO) 83.3 83.3 30 30 HELENA, MT. (HLN) 93.3 96.7 60 60

BUFFALO, N.Y. (BUF) 77.0 86.2 1,441 1,440 HONOLULU, OAHU, HI. (HNL) 60.0
87.9 1,028 1,026

BURBANK, CA. (BUR) 79.1 82.1 2,320 2,321 HOUSTON, TX. (HOU) 84.0 80.7
4,670 4,672

BURLINGTON, VT. (BTV) 75.2 89.7 234 233 HOUSTON, TX. (IAH) 82.6 87.0
10,243 10,242

CEDAR RAPIDS/IOWA CTY,IA. (CID) 80.4 89.7 438 439 HUNTSVILLE/DECATUR,
AL. (HSV) 83.0 89.8 500 500

CHARLESTON, S.C. (CHS) 74.1 82.0 595 596 IDAHO FALLS, ID. (IDA) 90.0
93.3 90 90

CHARLESTON, W.V. (CRW) 86.2 94.9 138 138 INDIANAPOLIS, IN. (IND) 77.6
83.3 2,774 2,774

CHARLOTTE, N.C. (CLT) 85.8 85.0 10,277 10,280 INDIO/PALM SPRINGS, CA.
(PSP) 76.6 91.1 577 583

CHATTANOOGA, TN. (CHA) 87.2 96.5 86 86 ISLIP/LONG IS., N.Y. (ISP) 88.1
93.3 210 210

CHICAGO, IL. (MDW) 81.9 80.8 3,678 3,676 ITHACA, N.Y. (ITH) 88.4 95.5
112 112

CHICAGO, IL. (ORD) 81.5 81.4 24,153 24,160 JACKSON/VICKSBURG, MS. (JAN)
81.5 87.9 746 746

CINCINNATI, OH. (CVG) 82.8 87.8 6,784 6,783 JACKSON, WY. (JAC) 84.3 88.9
108 108

CLEVELAND, OH. (CLE) 80.3 86.3 5,080 5,079 JACKSONVILLE, FL. (JAX) 76.0
86.6 1,807 1,807

COLORADO SPRINGS, CO. (COS) 81.4 89.0 1,091 1,091 JUNEAU, AK. (JNU) 86.2
85.5 275 275

COLUMBIA, S.C. (CAE) 81.7 82.1 498 498 KAHULUI, MAUI, HI. (OGG) 67.5
87.5 240 240

COLUMBUS, OH. (CMH) 76.7 84.5 3,375 3,378 KALAMAZOO, MI. (AZO) 69.2 79.5
146 146

CORDOVA, AK. (CDV) 75.0 83.3 60 60 KALISPELL, MT. (FCA) 90.2 90.2 61 61

CORPUS CHRISTI, TX. (CRP) 84.0 90.3 257 257 KANSAS CITY, MO. (MCI) 81.7
87.3 4,732 4,730

DALLAS/FT. WORTH, TX. (DAL) 84.5 81.2 3,905 3,906 KETCHIKAN, AK. (KTN)
80.6 92.2 180 180

DALLAS/FT. WORTH, TX. (DFW) 86.1 85.7 20,208 20,200 KING SALMON, AK.
(AKN) 88.2 88.2 17 17

DAYTON, OH. (DAY) 78.0 89.4 864 864 KNOXVILLE, TN. (TYS) 77.2 85.2 698
698

DAYTONA BEACH, FL. (DAB) 75.2 85.6 270 270 KODIAK, AK. (ADQ) 83.3 95.0
60 60

DEADHORSE, AK. (SCC) 80.0 80.0 30 30 KONA, HAWAII., HI. (KOA) 58.3 85.0
60 60

DENVER, CO. (DEN) 83.8 84.6 11,076 11,073 KOTZEBUE, AK. (OTZ) 85.0 83.3
60 60

DES MOINES, IA. (DSM) 82.2 92.3 573 575 LA CROSSE, WI. (LSE) 74.1 89.7
58 58

DETROIT, MI. (DTW) 73.4 67.3 12,803 12,793 LAFAYETTE, LA. (LFT) 83.3
96.7 30 30

DILLINGHAM, AK. (DLG) 82.4 100.0 17 17 LANSING, MI. (LAN) 56.3 76.7 176
176

DULUTH, MN. (DLH) 73.4 81.7 109 109 LAS VEGAS, NV. (LAS) 77.5 81.0 9,814
9,806

APRIL 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.

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

LEXINGTON/FRKFT, KY. (LEX) 78.2 86.2 325 325 ROANOKE, VA. (ROA) 86.2
97.1 210 210

LINCOLN, NE. (LNK) 80.0 91.1 235 236 ROCHESTER, MN. (RST) 77.9 94.9 213
214

LITTLE ROCK, AR. (LIT) 83.3 88.1 1,113 1,113 ROCHESTER, N.Y. (ROC) 79.0
86.2 1,183 1,183

LONG BEACH, CA. (LGB) 76.0 88.8 233 233 SACRAMENTO, CA. (SMF) 81.7 82.0
2,997 2,996

LOS ANGELES, CA. (LAX) 73.2 80.7 14,876 14,874 SAGINAW, MI. (MBS) 67.8
84.6 357 357

LOUISVILLE, KY. (SDF) 77.2 84.5 2,057 2,057 SALT LAKE CITY, UT. (SLC)
82.9 89.3 7,110 7,112

LUBBOCK, TX. (LBB) 84.0 88.4 551 551 SAN ANTONIO, TX. (SAT) 81.5 88.7
3,099 3,100

MADISON, WI. (MSN) 70.9 86.9 344 344 SAN DIEGO, CA. (SAN) 75.6 81.9
5,470 5,467

MANCHESTER, N.H. (MHT) 78.6 90.0 514 511 SAN FRANCISCO, CA. (OAK) 83.0
84.7 4,652 4,653

MEDFORD, OR. (MFR) 78.8 83.9 118 118 SAN FRANCISCO, CA. (SFO) 74.2 79.9
11,468 11,459

MELBOURNE, FL. (MLB) 76.2 92.9 210 210 SAN JOSE, CA. (SJC) 80.1 84.4
3,948 3,950

MEMPHIS, TN. (MEM) 80.8 80.2 4,219 4,214 SAN JUAN, P.R. (SJU) 81.4 87.5
1,733 1,733

MIAMI, FL. (MIA) 82.5 86.1 5,481 5,482 SANTA BARBARA, CA. (SBA) 75.6
78.2 119 119

MIDLAND/ODESSA, TX. (MAF) 85.6 90.7 536 536 SARASOTA/BRAD., FL. (SRQ)
73.6 86.2 535 535

MILWAUKEE, WI. (MKE) 74.2 87.7 1,211 1,213 SAVANNAH, GA. (SAV) 72.1 84.3
420 420

MINNEAPLS/ST.P, MN. (MSP) 79.5 74.7 11,115 11,114
SCRANTON/WILKES-BARRE,PA. (AVP) 84.7 92.0 150 150

MINOT, N.D. (MOT) 92.2 95.6 90 90 SEATTLE, WA. (SEA) 81.7 88.5 7,631
7,625

MISSION/MCALLEN, TX. (MFE) 79.8 87.8 262 262 SHREVEPORT, LA. (SHV) 83.9
90.1 322 322

MISSOULA, MT. (MSO) 91.3 96.7 150 150 SIOUX CITY, IA. (SUX) 76.8 92.9 56
56

MOBILE,AL./PASCAGOULA,MS. (MOB) 79.4 84.7 360 360 SIOUX FALLS, S.D.
(FSD) 78.1 87.7 310 310

MOLINE, IL. (MLI) 80.3 89.4 142 142 SITKA, AK. (SIT) 90.0 91.1 90 90

MONROE, LA. (MLU) 82.8 92.2 180 180 SOUTH BEND, IN. (SBN) 85.5 93.9 282
280

MONTEREY, CA. (MRY) 83.3 83.3 60 60 SPOKANE, WA. (GEG) 85.0 91.0 1,240
1,241

MONTGOMERY, AL. (MGM) 76.6 86.4 154 154 SPRINGFIELD, MO. (SGF) 89.4 87.3
142 142

MONTROSE, CO. (MTJ) 75.0 100.0 8 8 ST. CROIX, V.I. (STX) 90.1 94.4 71 72

MYRTLE BEACH, S.C. (MYR) 78.2 86.2 188 188 ST. LOUIS, MO. (STL) 77.8
79.4 14,576 14,574

NASHVILLE, TN. (BNA) 82.7 85.9 4,127 4,126 ST. THOMAS, V.I. (STT) 87.6
91.4 209 210

NEW ORLEANS, LA. (MSY) 78.8 86.5 4,139 4,139 STEAMBOAT SPRINGS, CO.
(HDN) 82.4 85.7 34 35

NEW YORK, N.Y. (JFK) 72.4 84.6 3,427 3,433 SYRACUSE, N.Y. (SYR) 79.5
89.7 912 912

NEW YORK, N.Y. (LGA) 73.9 83.5 7,879 7,876 TALLAHASSEE, FL. (TLH) 78.6
83.3 210 210

NEWARK, N.J. (EWR) 70.0 77.6 9,933 9,937 TAMPA, FL. (TPA) 79.2 86.9
4,527 4,532

NEWBURGH, N.Y. (SWF) 75.4 91.2 228 228 TOLEDO, OH. (TOL) 70.3 87.8 172
172

NOME, AK. (OME) 78.3 78.3 60 60 TRAVERSE CITY, MI. (TVC) 58.6 85.1 87 87

NORFOLK/VA. BEACH, VA. (ORF) 74.4 86.3 1,307 1,307 TUCSON, AZ. (TUS)
78.2 85.8 1,559 1,561

OKLAHOMA CITY, OK. (OKC) 81.4 88.2 1,657 1,657 TULSA, OK. (TUL) 81.4
89.0 1,560 1,561

OMAHA, NE. (OMA) 80.5 89.5 1,404 1,404 VALPARAISO, FL. (VPS) 78.9 97.8
90 90

ONTARIO, CA. (ONT) 77.9 85.8 2,900 2,899 WASHINGTON, D.C. (DCA) 80.5
86.3 7,022 7,018

ORANGE COUNTY, CA. (SNA) 79.1 87.6 2,887 2,890 WASHINGTON, D.C. (IAD)
79.4 83.9 3,309 3,303

ORLANDO, FL. (MCO) 81.7 88.2 7,522 7,521 WEST PALM BEACH, FL. (PBI) 76.3
82.9 2,177 2,181

PASCO, WA. (PSC) 88.3 96.7 120 120 WHITE PLAINS, N.Y. (HPN) 71.2 81.7
371 372

PENSACOLA, FL. (PNS) 81.6 86.6 537 537 WICHITA, KS. (ICT) 79.9 88.0 641
642

PETERSBURG, AK. (PSG) 80.0 88.3 60 60 WILMINGTON, N.C. (ILM) 86.9 97.7
176 176

PHILADELPHIA, PA. (PHL) 77.5 81.7 9,121 9,122 WRANGELL, AK. (WRG) 81.7
91.7 60 60

PHOENIX, AZ. (PHX) 76.1 77.0 14,181 14,189 YAKUTAT, AK. (YAK) 76.7 81.7
60 60

PITTSBURGH, PA. (PIT) 85.2 87.2 9,260 9,262

PORTLAND, ME. (PWM) 77.7 91.7 507 507

PORTLAND, OR. (PDX) 84.5 89.6 4,626 4,624

PROVIDENCE, R.I. (PVD) 78.4 86.8 1,746 1,746

RALEIGH/DURHAM, N.C. (RDU) 79.7 89.3 2,241 2,241

RAPID CITY, S.D. (RAP) 74.7 90.4 83 83

RENO, NV. (RNO) 81.3 85.6 2,207 2,208

RICHMOND, VA. (RIC) 78.9 87.1 1,199 1,199

**[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                                     |
+-----------------------------------------------------------------------+

***APRIL***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

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

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

<table style="width:100%;">
<colgroup>
<col style="width: 8%" />
<col style="width: 13%" />
<col style="width: 10%" />
<col style="width: 11%" />
<col style="width: 2%" />
<col style="width: 11%" />
<col style="width: 5%" />
<col style="width: 10%" />
<col style="width: 11%" />
<col style="width: 2%" />
<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><em><strong>APR. ’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><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: 8%" />
<col style="width: 11%" />
<col style="width: 2%" />
<col style="width: 10%" />
<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><h3 id="america-west">America West</h3></td>
<td></td>
<td>4,426</td>
<td>1,473,987</td>
<td><strong>3.00</strong></td>
<td></td>
<td>4,381</td>
<td>1,487,873</td>
<td><strong>2.94</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><em><strong>US Airways</strong></em></td>
<td></td>
<td>17,122</td>
<td>5,012,650</td>
<td><strong>3.42</strong></td>
<td></td>
<td>20,995</td>
<td>5,009,494</td>
<td><strong>4.19</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>Continental</strong></em></td>
<td></td>
<td>10,704</td>
<td>3,048,451</td>
<td><strong>3.51</strong></td>
<td></td>
<td>9,055</td>
<td>2,847,961</td>
<td><strong>3.18</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><em><strong>American</strong></em></td>
<td></td>
<td>19,276</td>
<td>5,407,610</td>
<td><strong>3.56</strong></td>
<td></td>
<td>25,139</td>
<td>5,325,204</td>
<td><strong>4.72</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>Delta</strong></em></td>
<td></td>
<td>34,988</td>
<td>8,415,875</td>
<td><strong>4.16</strong></td>
<td></td>
<td>35,662</td>
<td>8,344,016</td>
<td><strong>4.27</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><em><strong>Southwest</strong></em></td>
<td></td>
<td>20,952</td>
<td>4,969,010</td>
<td><strong>4.22</strong></td>
<td></td>
<td>14,831</td>
<td>4,441,981</td>
<td><strong>3.34</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>TWA</strong></em></td>
<td></td>
<td>9,102</td>
<td>2,009,287</td>
<td><strong>4.53</strong></td>
<td></td>
<td>7,383</td>
<td>1,803,688</td>
<td><strong>4.09</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><em><strong>Alaska</strong></em></td>
<td></td>
<td>4,475</td>
<td>930,586</td>
<td><strong>4.81</strong></td>
<td></td>
<td>5,091</td>
<td>883,185</td>
<td><strong>5.76</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>Northwest</strong></em></td>
<td></td>
<td>24,822</td>
<td>3,787,318</td>
<td><strong>6.55</strong></td>
<td></td>
<td>17,616</td>
<td>3,695,321</td>
<td><strong>4.77</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><em><strong>United</strong></em></td>
<td></td>
<td>42,315</td>
<td>6,184,118</td>
<td><strong>6.84</strong></td>
<td></td>
<td>32,651</td>
<td>5,929,072</td>
<td><strong>5.51</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>188,182</strong></td>
<td><strong>41,238,892</strong></td>
<td><strong>4.56</strong></td>
<td></td>
<td><strong>172,804</strong></td>
<td><strong>39,767,795</strong></td>
<td><strong>4.35</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                                     |
+-----------------------------------------------------------------------+

***January-March***

***PASSENGERS DENIED BOARDING***

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

  --------------- -------------------------- -- --------------------------
                  ***JANUARY-MARCH 1998***      ***JANUARY-MARCH 1997***

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

  ------------ --------------- ----------------- ------------------- ------------------ ---------------- ---------- ---------------- -- -- ----------------- ----------- ------------------- ------------------ ---------------- ---------- ---------------- --
  ***JAN-MAR   ***AIRLINE***   ***DENIED                                                ***ENPLANED***              ***INVOLUNTARY                           ***DENIED                                          ***ENPLANED***              ***INVOLUNTARY   
  '98***                       BOARDINGS                                                                            DB\'S***                                 BOARDINGS                                                                      DB\'S***         
                               (DB'S)***                                                                                                                     (DB'S)***                                                                                       

  ***RANK***                   ***VOLUNTARY***   ***INVOLUNTARY***   ***PASSENGERS***                    ***PER                            ***VOLUNTARY***               ***INVOLUNTARY***   ***PASSENGERS***                    ***PER                      
                                                                                                         10,000                                                                                                                  10,000                      
                                                                                                         PSGRS***                                                                                                                PSGRS***                    
  ------------ --------------- ----------------- ------------------- ------------------ ---------------- ---------- ---------------- -- -- ----------------- ----------- ------------------- ------------------ ---------------- ---------- ---------------- --

<table style="width:100%;">
<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: 9%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h5 id="continental">Continental</h5></td>
<td>18,788</td>
<td>140</td>
<td>8,677,516</td>
<td><strong>0.16</strong></td>
<td></td>
<td>16,208</td>
<td>109</td>
<td>8,406,746</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>Northwest</strong></em></td>
<td>28,884</td>
<td>250</td>
<td>11,591,474</td>
<td><strong>0.22</strong></td>
<td></td>
<td>27,474</td>
<td>841</td>
<td>11,529,222</td>
<td><strong>0.73</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>US Airways</strong></em></td>
<td>22,251</td>
<td>352</td>
<td>12,991,026</td>
<td><strong>0.27</strong></td>
<td></td>
<td>24,935</td>
<td>2,210</td>
<td>13,867,385</td>
<td><strong>1.59</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>57,780</td>
<td>713</td>
<td>17,402,678</td>
<td><strong>0.41</strong></td>
<td></td>
<td>63,660</td>
<td>2,311</td>
<td>17,168,901</td>
<td><strong>1.35</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>5</td>
<td><em><strong>United</strong></em></td>
<td>36,933</td>
<td>1,124</td>
<td>17,699,804</td>
<td><strong>0.64</strong></td>
<td></td>
<td>23,770</td>
<td>1,184</td>
<td>17,842,410</td>
<td><strong>0.66</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>Delta</strong></em></td>
<td>64,690</td>
<td>2,736</td>
<td>23,937,587</td>
<td><strong>1.14</strong></td>
<td></td>
<td>63,430</td>
<td>5,229</td>
<td>23,437,632</td>
<td><strong>2.23</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>America West</strong></em></td>
<td>14,218</td>
<td>526</td>
<td>4,261,813</td>
<td><strong>1.23</strong></td>
<td></td>
<td>21,825</td>
<td>1,469</td>
<td>4,758,297</td>
<td><strong>3.09</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>13,346</td>
<td>928</td>
<td>5,442,495</td>
<td><strong>1.71</strong></td>
<td></td>
<td>13,229</td>
<td>911</td>
<td>5,154,772</td>
<td><strong>1.77</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>8,326</td>
<td>518</td>
<td>2,850,128</td>
<td><strong>1.82</strong></td>
<td></td>
<td>6,453</td>
<td>982</td>
<td>2,757,712</td>
<td><strong>3.56</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>18,956</td>
<td>2,430</td>
<td>13,245,641</td>
<td><strong>1.83</strong></td>
<td></td>
<td>15,400</td>
<td>2,641</td>
<td>13,328,918</td>
<td><strong>1.98</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>284,172</strong></td>
<td><strong>9,717</strong></td>
<td><strong>118,100,162</strong></td>
<td><strong>0.82</strong></td>
<td></td>
<td><strong>276,384</strong></td>
<td><strong>17,887</strong></td>
<td><strong>118,251,995</strong></td>
<td><strong>1.51</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

APRIL 1998 APRIL 1997

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 590 26 2 54 563 56 2 99

FOREIGN AIRLINES 67 2 0 2 49 0 0 3

TRAVEL AGENTS 1 0 0 0 1 0 0 0

TOUR OPERATORS 18 0 0 0 12 1 0 0

MISCELLANEOUS 29 6 0 7 24 7 0 12

CARGO COMPANIES 0 0 0 0 0 0 0 0

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

INDUSTRY TOTALS 705 34 2 63 649 64 2 114

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

APRIL 1998 APRIL 1997

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 173 1 167

DELAYS\...\...\...\.... 52 34

CANCELLATIONS\...\... 50 53

MISCONNECTIONS\..... 23 36

CUSTOMER SERVICE\...\..... 2 148 2 132

BAGGAGE\...\...\...\...\..... 3 111 4 67

TICKETING/BOARDING\...\... 4 94 3 88

DISABLED\...\...\..... 24 27

REFUNDS\...\...\...\...\..... 5 63 5 58

OTHER\...\...\...\...\...\.... 6 43 7 45

FREQUENT FLYER\..... 25 24

OVERSALES\...\...\...\...\... 7 40 6 47

FARES\...\...\...\...\...\.... 8 18 8 21

ADVERTISING\...\...\...\.... 9 9 10 7

TOURS\...\...\...\...\...\.... 10 6 9 15

CREDIT\...\...\...\...\...\... 11 0 12 0

SMOKING\...\...\...\...\..... 12 0 11 2

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

COMPLAINT TOTAL 705 649

\* 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

APRIL 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

AMERICA WEST AIRLINES 9 2 1 2 1 3 3 0 0 0 0 3 24

AMERICAN AIRLINES 16 2 8 3 5 13 15 0 1 0 0 6 69

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

AMERICAN TRANS AIR 3 0 4 0 0 2 1 0 0 0 0 2 12

CONTINENTAL AIRLINES 0 1 1 0 0 5 4 0 1 0 0 2 14

DELTA AIR LINES 22 4 12 1 1 4 18 0 0 0 0 8 70

EASTWIND AIRLINES 4 0 1 0 0 0 0 0 0 0 0 0 5

KIWI INTERNATIONAL AIRLINES 3 2 0 0 1 4 3 0 0 0 0 2 15

NORTHWEST AIRLINES 25 3 4 1 1 15 22 0 0 0 0 7 78

PAN AM 0 1 0 0 19 2 0 0 0 0 0 0 22

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

SOUTHWEST AIRLINES 1 0 6 0 0 1 5 0 0 0 0 0 13

SPIRIT AIRLINES 2 0 0 0 0 2 1 0 0 0 0 1 6

TOWER AIR 21 4 4 0 1 5 8 0 0 0 0 1 44

TRANS WORLD AIRLINES 2 0 7 1 2 1 7 0 0 0 0 2 22

TRANS WORLD EXPRESS 1 3 1 0 0 1 1 0 0 0 0 0 7

UNITED AIRLINES 19 6 11 6 4 10 25 0 2 0 0 3 86

UNITED EXPRESS 1 0 2 0 0 4 0 0 0 0 0 0 7

US AIRWAYS 8 0 8 0 2 5 5 0 0 0 0 1 29

VANGUARD AIRLINES 1 1 0 0 0 1 0 0 2 0 0 0 5

WESTERN PACIFIC AIRLINES 0 0 0 0 7 0 0 0 0 0 0 0 7

OTHER U.S. AIRLINES 11 3 2 0 7 6 9 0 0 0 1 0 39

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

APRIL 1998 152 35 73 16 53 85 131 0 6 0 1 38 590

\% OF TOTAL COMPLAINTS 25.8 5.9 12.4 2.7 9.0 14.4 22.2 0.0 1.0 0.0 0.2
6.4

APRIL 1997 160 42 76 17 45 57 116 1 7 0 2 40 563

\% OF TOTAL COMPLAINTS 28.4 7.5 13.5 3.0 8.0 10.1 20.6 0.2 1.2 0.0 0.4
7.1

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

APRIL 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 APR APR PERCENT MAR PERCENT MONTHS PERCENT DATE
PERCENT

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

AMERICA WEST AIRLINES 24 2 8.33 11 45.83 11 45.83 0 0.00

AMERICAN AIRLINES 69 13 18.84 28 40.58 28 40.58 0 0.00

AMERICAN EAGLE 8 1 12.50 6 75.00 1 12.50 0 0.00

AMERICAN TRANS AIR 12 3 25.00 6 50.00 3 25.00 0 0.00

CONTINENTAL AIRLINES 14 4 28.57 5 35.71 5 35.71 0 0.00

DELTA AIR LINES 70 11 15.71 29 41.43 29 41.43 1 1.43

EASTWIND AIRLINES 5 0 0.00 5 100.00 0 0.00 0 0.00

KIWI INTERNATIONAL AIRLINES 15 2 13.33 3 20.00 10 66.67 0 0.00

NORTHWEST AIRLINES 78 30 38.46 23 29.49 25 32.05 0 0.00

PAN AM 22 5 22.73 3 13.64 10 45.45 4 18.18

RENO AIR 8 1 12.50 2 25.00 5 62.50 0 0.00

SOUTHWEST AIRLINES 13 3 23.08 4 30.77 5 38.46 1 7.69

SPIRIT AIRLINES 6 2 33.33 4 66.67 0 0.00 0 0.00

TOWER AIR 44 9 20.45 23 52.27 11 25.00 1 2.27

TRANS WORLD AIRLINES 22 3 13.64 15 68.18 2 9.09 2 9.09

TRANS WORLD EXPRESS 7 1 14.29 6 85.71 0 0.00 0 0.00

UNITED AIRLINES 86 15 17.44 35 40.70 35 40.70 1 1.16

UNITED EXPRESS 7 5 71.43 2 28.57 0 0.00 0 0.00

US AIRWAYS 29 8 27.59 11 37.93 10 34.48 0 0.00

VANGUARD AIRLINES 5 1 20.00 1 20.00 3 60.00 0 0.00

WESTERN PACIFIC AIRLINES 7 2 28.57 0 0.00 5 71.43 0 0.00

OTHER U.S. AIRLINES 39 10 25.64 12 30.77 16 41.03 1 2.56

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

TOTALS 590 131 22.20 234 39.66 214 36.27 11 1.86

PRIOR YEAR\'S TOTALS 563 94 16.70 225 39.96 241 42.81 3 0.53

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

APRIL 1998

FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

AIR CANADA 1 0 2 0 0 2 0 0 0 0 0 0 5

AIR FRANCE 2 0 1 0 0 1 1 0 0 0 0 0 5

AIR JAMAICA 3 0 0 0 0 0 3 0 0 0 0 0 6

BRITISH AIRWAYS 2 0 3 0 0 2 2 0 0 0 0 0 9

OTHER FOREIGN AIRLINES 5 4 8 0 1 18 6 0 0 0 0 0 42

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

TOTAL 13 4 14 0 1 23 12 0 0 0 0 0 67

TOUR OPERATORS

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

SUNJET INT\'L SALES 4 0 3 0 3 1 0 0 0 0 0 0 11

OTHER TOUR OPERATORS 1 0 0 0 1 0 1 0 0 0 3 1 7

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

TOTAL 5 0 3 0 4 1 1 0 0 0 3 1 18

TRAVEL AGENTS

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

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

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

TOTAL 0 0 0 0 1 0 0 0 0 0 0 0 1

MISCELLANEOUS

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

OTHER MISCELLANEOUS 3 1 4 2 4 2 4 0 3 0 2 4 29

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

TOTAL 3 1 4 2 4 2 4 0 3 0 2 4 29

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

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

***APRIL***

***Consumer Complaints: Rankings***

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

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

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

<table>
<colgroup>
<col style="width: 8%" />
<col style="width: 12%" />
<col style="width: 9%" />
<col style="width: 2%" />
<col style="width: 11%" />
<col style="width: 2%" />
<col style="width: 11%" />
<col style="width: 4%" />
<col style="width: 9%" />
<col style="width: 2%" />
<col style="width: 11%" />
<col style="width: 2%" />
<col style="width: 11%" />
</colgroup>
<tbody>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
</tr>
<tr class="even">
<td><h2 id="apr.-98">APR. ’98</h2></td>
<td></td>
<td></td>
<td></td>
<td><em><strong>SYSTEMWIDE</strong></em></td>
<td></td>
<td><em><strong>PER 100,000</strong></em></td>
<td></td>
<td></td>
<td></td>
<td><em><strong>SYSTEMWIDE</strong></em></td>
<td></td>
<td><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></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
<td></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
<td></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
</tr>
</tbody>
</table>

  ----- ------------------- --------- ---------------- ---------- ------- --------- ---------------- ----------
  1     ***Southwest***     13        4,976,534        **0.26**           11        4,453,883        **0.25**

  2     ***Alaska***        3         1,053,404        **0.28**           3         984,991          **0.30**

  3     ***Continental***   14        3,589,915        **0.39**           36        3,219,453        **1.12**

  4     ***US Airways***    29        5,175,943        **0.56**           42        5,158,118        **0.81**

  5     ***Delta***         70        8,979,721        **0.78**           62        8,663,929        **0.72**

  6     ***American***      69        6,850,343        **1.01**           89        6,701,007        **1.33**

  7     ***T W A***         22        2,119,646        **1.04**           18        1,897,059        **0.95**

  8     ***United***        86        6,961,896        **1.24**           63        6,794,964        **0.93**

  9     ***America West***  24        1,514,540        **1.58**           21        1,522,399        **1.38**

  10    ***Northwest***     78        4,508,848        **1.73**           70        4,408,296        **1.59**

        **TOTAL**           **408**   **45,730,790**   **0.89**           **415**   **43,804,099**   **0.95**
  ----- ------------------- --------- ---------------- ---------- ------- --------- ---------------- ----------

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.

![](media/image11.wmf){width="2.0701388888888888in" height="0.7in"}