+---------------------------------+------------------------------------+
| ![](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: December 1998**                |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays October 1998             |
|                           | >                                        |
|                           | > Mishandled Baggage October1998         |
|                           | >                                        |
|                           | > Oversales 3rd Quarter 1998             |
|                           | >                                        |
|                           | > January-September 1998                 |
|                           | >                                        |
|                           | > Consumer Complaints October 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

**Ranking**\--**YTD** \...\...\...\...\...\..........20

***Consumer Complaints***

**Explanation** \...\...\...\...\...\..........21

**Complaint Tables 1-5** \...\...\...\.....22

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

**Rankings, Table 6** \...\...\...\.....27

**Complaint Categories** \...\...\...\.....28

![](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"}

OCTOBER 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/ 29 88.0 72 87.9

DELTA S/ 29 86.3 114 86.5

NORTHWEST S/ 28 86.0 113 85.9

CONTINENTAL S/ 27 83.6 75 84.1

US AIRWAYS S/ 25 83.3 88 83.2

SOUTHWEST S/ 14 80.6 53 81.5

AMERICAN S/ 29 77.7 92 77.4

UNITED S/ 29 77.2 100 76.9

ALASKA S/ 7 75.3 34 76.5

AMERICA WEST S/ 26 68.6 50 69.4

T O T A L 81.6 81.7

OCTOBER 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 AUG 98 SEP 98 OCT 98
NOV97-OCT98 SEP 87-OCT 98

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

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

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

ALASKA 70.3 (10) 70.7 (9) 75.2 (5) 74.8 (8) 74.0 (8) 78.2 (8) 76.5 (9)
73.2 (8) 78.2 (7)

AMERICA WEST 75.6 (9) 67.9 (10) 71.5 (8) 66.5 (9) 65.5 (9) 69.2 (9) 69.4
(10) 69.3 (9) 80.9 (2)

AMERICAN 79.9 (2) 79.6 (2) 81.0 (2) 80.0 (6) 76.9 (5) 82.3 (6) 77.4 (7)
79.8 (2) 79.9 (3)

CONTINENTAL 77.8 (4) 72.0 (7) 73.8 (6) 81.0 (5) 76.7 (6) 85.9 (4) 84.1
(4) 76.5 (6) 78.5 (6)

DELTA 75.7 (8) 75.0 (4) 77.3 (3) 83.6 (2) 82.7 (2) 86.2 (2) 86.5 (2)
78.4 (4) 77.5 (9)

NORTHWEST 77.0 (6) 73.6 (6) 67.2 (10) 58.6 (10) 63.9 (10) 36.1 (10) 85.9
(3) 69.3 (10) 79.9 (4)

SOUTHWEST 79.7 (3) 77.0 (3) 82.5 (1) 83.9 (1) 82.6 (3) 85.3 (5) 81.5 (6)
80.8 (1) 84.0 (1)

TWA 77.7 (5) 73.9 (5) 72.8 (7) 82.8 (3) 83.5 (1) 87.7 (1) 87.9 (1) 76.9
(5) 77.5 (8)

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

US AIRWAYS 80.6 (1) 81.5 (1) 75.8 (4) 81.4 (4) 77.3 (4) 86.2 (3) 83.2
(5) 79.5 (3) 79.2 (5)

TOTAL 77.8 75.4 75.7 78.3 77.0 78.9 81.7 76.8 79.1

OCTOBER 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 765 77.4 1339 69.3 217 72.4 186 75.8 93 74.2 1003 80.1 570 74.0

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

CO 784 85.7 874 77.0 317 87.7 115 92.2 H/ 661 87.7 389 84.1

DL 18094 88.4 1928 76.2 401 78.6 279 93.9 6196 87.7 1242 88.0 589 88.3

HP 124 70.2 214 57.9 177 64.4 H/ H/ 87 74.7 229 67.2

NW 530 83.6 545 70.8 345 86.1 202 79.7 37 78.4 585 84.6 289 78.2

TW 206 90.3 215 76.3 185 87.0 119 95.0 145 84.8 293 89.8 180 83.3

UA 519 79.8 1181 68.6 397 79.6 150 82.7 176 73.3 525 78.1 9052 82.0

US 554 83.6 2459 67.2 2261 87.8 9612 87.9 H/ 2742 85.1 217 77.4

WN H/ H/ 2039 88.4 H/ H/ H/ H/

TOTAL 21576 87.3 8755 70.9 6339 85.6 10663 87.8 6647 87.0 7138 84.6
11515 81.5

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 14229 81.6 456 73.2 984 68.8 628 70.1 898 84.1 378 64.6 2114 73.3

AS H/ H/ H/ H/ H/ 367 77.9 809 79.0

CO 553 80.8 318 85.2 6187 84.9 8503 85.5 H/ 351 77.5 812 74.8

DL 3848 85.8 341 84.2 649 84.7 341 85.0 985 83.7 771 86.5 1416 84.8

HP 208 72.1 123 71.5 248 62.1 156 67.9 185 70.3 2306 68.8 627 58.9

NW 470 77.9 10089 88.6 526 79.1 H/ 89 82.0 372 71.5 518 77.8

TW 321 81.6 243 90.5 181 84.0 27 96.3 970 90.5 185 78.9 312 77.6

UA 571 72.7 337 80.7 1011 73.4 384 71.9 540 83.1 1216 73.6 5326 76.4

US 324 75.3 432 86.8 441 75.3 331 78.5 H/ 155 64.5 449 73.5

WN H/ 568 79.8 H/ 193 80.3 H/ 4257 77.3 3479 79.2

TOTAL 20524 81.9 12907 87.1 10227 80.9 10563 83.5 3667 84.8 10358 74.8
15862 76.7

OCTOBER 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 1570 73.9 572 79.5 3137 80.6 522 76.1 9148 76.6 216 83.3 726 74.0

AS H/ H/ H/ H/ H/ 1429 79.7 H/

CO 453 79.9 602 85.0 357 80.7 230 83.9 675 80.4 93 80.6 287 88.2

DL 2102 81.4 2853 89.8 464 86.9 341 73.0 866 76.3 650 89.4 527 79.9

HP 62 66.1 61 62.3 62 64.5 123 69.1 164 61.6 187 61.0 193 66.3

NW 598 77.1 503 87.1 300 89.3 9192 89.2 792 78.8 179 88.3 451 79.6

TW 242 86.0 337 92.0 222 94.1 286 88.8 379 83.6 120 90.0 177 90.4

UA 728 74.7 506 83.4 435 77.9 634 81.1 12806 78.5 1002 77.7 768 79.0

US 2224 77.5 1432 85.5 401 87.0 243 84.8 648 82.9 H/ 6545 80.4

WN H/ 1014 89.9 H/ H/ H/ 914 83.4 H/

TOTAL 7979 77.9 7880 87.2 5378 82.3 11571 87.2 25478 77.9 4790 81.3 9674
79.9

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 501 69.7 93 83.9 553 74.0 425 82.6 942 72.9 186 78.5 367 65.4 310
81.9

AS 311 70.1 H/ 365 78.1 3542 73.2 526 71.9 H/ H/ H/

CO 284 69.7 89 92.1 217 78.3 248 79.4 523 75.3 112 83.0 163 77.9 451
79.8

DL 713 85.3 279 82.8 465 86.5 620 89.0 762 82.0 4769 86.7 217 76.0 908
86.8

HP 5947 73.0 H/ 305 60.3 216 55.1 364 46.7 123 65.0 76 67.1 31 77.4

NW 293 71.7 164 88.4 186 82.8 460 84.8 418 76.1 124 79.0 479 80.4 342
87.1

TW 208 78.4 172 90.1 151 78.1 211 89.1 216 80.1 93 88.2 10494 88.7 212
94.3

UA 1071 75.5 177 73.4 1015 74.1 1453 72.8 7259 72.8 445 77.1 299 74.2
279 74.9

US 217 70.5 8160 86.9 155 78.7 186 91.4 367 72.2 H/ 217 82.9 1031 82.0

WN 4896 80.2 H/ 2327 76.1 956 79.0 516 69.4 1083 85.2 2593 80.3 1045
88.6

TOTAL 14441 76.0 9134 86.6 5739 76.1 8317 76.6 11893 72.8 6935 85.1
14905 85.6 4609 84.7

OCTOBER 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 84.9 77.9 43.3 93.5 92.8 J/ J/ 88.2 92.9 75.2 94.6 84.6
100.0 93.5 J/ 77.8

700 - 759 AM 93.7 84.9 96.9 93.3 87.7 92.2 91.0 91.0 93.4 78.5 89.9 86.5
88.8 93.2 90.4 92.9

800 - 859 AM 90.1 83.6 92.3 94.7 89.5 91.3 86.8 87.4 90.4 92.3 84.4 78.9
89.0 87.8 88.9 95.1

900 - 959 AM 89.3 85.4 93.1 86.9 85.6 86.8 82.8 86.3 89.9 94.0 82.0 87.1
84.3 85.1 89.2 92.7

1000 - 1059 AM 89.8 88.3 89.8 88.7 87.0 90.3 85.8 84.6 91.3 93.2 85.3
98.6 77.0 77.5 86.7 90.9

1100 - 1159 AM 91.3 80.1 91.6 90.2 91.2 88.4 79.9 81.2 87.0 89.0 86.3
93.8 74.1 76.2 81.8 91.6

1200 - 1259 PM 89.8 87.4 91.6 88.5 98.4 89.7 84.2 84.5 87.9 88.3 87.6 J/
75.1 77.8 85.2 86.1

100 - 159 PM 89.0 82.5 88.1 93.6 89.9 90.4 83.9 81.9 89.6 87.3 83.7 89.2
72.4 76.2 82.8 91.2

200 - 259 PM 88.7 71.1 81.5 88.1 88.9 88.6 83.9 82.4 89.8 87.3 80.7 94.4
73.0 76.8 81.5 87.8

300 - 359 PM 84.5 73.4 86.9 90.5 84.5 85.6 82.5 85.6 82.4 80.4 73.9 88.5
73.3 72.1 78.6 93.2

400 - 459 PM 81.9 68.8 85.8 85.3 90.3 83.8 81.3 81.3 87.0 79.1 83.9 80.5
72.5 75.0 70.4 87.9

500 - 559 PM 88.9 59.9 86.0 88.9 83.8 82.1 82.5 80.2 85.8 76.1 81.2 85.2
65.1 72.7 67.8 85.7

600 - 659 PM 87.0 57.3 82.7 87.8 85.4 78.6 75.4 79.6 84.8 74.7 80.7 80.9
74.6 77.7 63.5 86.6

700 - 759 PM 83.8 54.5 78.9 78.4 85.6 80.4 74.1 79.1 82.9 67.5 83.5 75.8
66.5 72.8 68.6 85.7

800 - 859 PM 84.3 55.5 80.7 78.9 83.3 79.6 77.8 79.2 87.0 76.1 82.7 81.9
71.0 72.4 66.0 84.8

900 - 959 PM 79.2 66.4 81.7 85.8 86.2 75.6 71.8 75.2 88.6 72.9 77.1 89.7
77.6 71.4 79.0 76.6

1000 - 1059 PM 88.4 65.2 81.6 83.0 77.1 80.2 78.5 74.1 81.4 76.1 87.4
83.2 72.6 68.7 80.1 82.8

1100 - 559 AM 82.3 76.3 80.0 80.7 78.3 78.1 73.1 80.9 82.8 79.6 79.3
85.8 71.6 77.8 79.7 80.5

TOTAL, ALL ARRIVALS,

BY AIRPORT 87.3 70.9 85.6 87.8 87.0 84.6 81.5 81.9 87.1 80.9 83.5 84.8
74.8 76.7 77.9 87.2

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 65.0 93.0 93.0 J/ 82.4 90.3 93.4 85.7 82.0 84.2 100.0 95.8
91.8 88.2

700 - 759 AM 83.9 89.3 88.5 91.2 92.1 93.3 91.5 89.5 97.7 95.7 88.4 89.8
98.8 91.3

800 - 859 AM 83.9 90.9 85.8 92.7 89.0 88.6 90.0 88.1 86.0 85.9 98.1 85.8
J/ 88.6

900 - 959 AM 91.5 93.6 85.6 87.9 85.4 76.0 82.5 83.4 79.9 81.3 90.6 89.7
96.7 86.4

1000 - 1059 AM 87.6 87.0 83.5 83.5 86.7 79.1 89.2 81.3 73.5 72.0 87.7
87.8 87.8 85.1

1100 - 1159 AM 92.7 85.6 83.8 87.0 89.3 81.6 88.4 78.2 76.8 71.4 86.3
87.9 89.5 84.1

1200 - 1259 PM 86.1 93.6 81.0 82.2 84.9 77.5 89.2 77.8 78.8 65.8 80.6
85.8 86.3 84.1

100 - 159 PM 87.3 86.7 81.7 86.4 87.0 75.4 91.2 83.2 81.3 72.7 88.5 87.0
85.2 84.1

200 - 259 PM 85.6 86.3 79.4 73.9 87.9 74.9 85.8 71.0 76.4 70.7 85.3 85.1
90.5 82.3

300 - 359 PM 81.3 88.5 79.6 85.9 83.0 73.7 88.6 78.7 77.4 69.4 85.4 87.2
87.9 82.2

400 - 459 PM 82.3 85.0 75.0 77.6 72.3 72.8 85.6 74.5 74.1 72.0 79.2 84.1
85.5 79.5

500 - 559 PM 77.3 87.4 73.8 82.9 76.6 63.9 84.8 71.8 73.5 69.2 82.4 82.8
81.7 78.4

600 - 659 PM 78.3 86.8 69.3 73.3 74.4 66.6 85.7 77.0 77.6 70.6 90.9 85.5
79.8 77.6

700 - 759 PM 77.6 85.7 67.6 78.5 71.7 71.5 80.9 74.7 76.2 65.3 83.9 84.4
77.6 76.5

800 - 859 PM 72.0 80.1 65.0 78.6 68.9 72.5 84.1 66.0 68.5 71.1 82.0 82.8
74.4 76.4

900 - 959 PM 75.0 82.7 68.5 78.7 73.2 72.9 78.5 69.8 73.0 69.4 80.3 83.8
78.6 76.8

1000 - 1059 PM 77.0 82.1 68.8 78.0 67.3 76.2 90.3 72.2 74.8 70.9 78.4
76.0 81.9 77.3

1100 - 559 AM 85.5 82.6 83.1 77.8 81.3 78.2 83.0 70.6 77.2 74.6 75.6
71.1 82.9 79.1

TOTAL,ALL ARRIVALS,

BY AIRPORT 82.3 87.2 77.9 81.3 79.9 76.0 86.6 76.1 76.6 72.8 85.1 85.6
84.7 81.6

OCTOBER 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 93.5 90.7 95.6 92.4 96.3 94.9 94.9 92.1 90.3 93.3 94.7 96.7
93.7 94.0 94.9 98.4

700 - 759 AM 91.4 90.5 91.2 92.1 96.6 96.6 91.5 89.4 90.6 93.3 94.4 93.0
90.7 92.4 91.5 95.7

800 - 859 AM 91.6 89.0 94.4 90.1 90.6 92.9 92.3 85.4 91.0 88.5 93.3 93.5
91.5 89.5 90.9 94.5

900 - 959 AM 90.1 87.9 93.8 90.1 91.2 91.3 90.3 83.6 85.5 93.0 86.9 92.6
85.6 88.9 89.6 94.1

1000 - 1059 AM 91.1 89.2 91.5 86.3 92.4 90.0 88.6 84.1 86.1 91.9 87.3
98.4 73.9 81.9 87.8 94.9

1100 - 1159 AM 88.0 89.9 90.5 87.9 90.3 92.3 86.8 77.8 92.7 90.8 89.5
94.7 74.8 80.7 85.6 93.7

1200 - 1259 PM 89.5 85.0 91.9 86.9 95.2 92.1 86.0 78.8 86.4 88.1 89.1
91.6 78.1 81.8 89.3 94.5

100 - 159 PM 90.7 86.3 90.5 87.2 93.3 90.6 84.6 84.2 85.1 91.6 87.1 J/
72.7 79.8 91.6 90.1

200 - 259 PM 88.1 82.7 86.3 87.1 89.9 91.2 88.1 77.3 83.4 84.3 85.2 92.2
71.4 82.3 86.9 92.1

300 - 359 PM 88.3 71.6 85.2 86.5 92.5 88.8 87.4 78.0 79.1 85.6 80.7 92.7
71.5 81.6 85.8 90.8

400 - 459 PM 85.3 74.7 80.4 81.2 88.7 88.6 83.9 83.2 74.7 78.5 78.9 88.8
71.1 72.5 80.4 90.1

500 - 559 PM 86.8 67.7 84.6 84.1 100.0 84.4 80.8 76.8 82.1 79.9 83.5
85.7 71.7 79.5 74.3 86.4

600 - 659 PM 88.5 65.6 79.3 85.6 86.8 85.5 81.7 76.2 82.7 75.6 80.5 87.1
64.4 74.3 74.1 90.6

700 - 759 PM 89.3 62.4 84.6 80.4 91.9 82.4 79.0 81.6 79.7 74.8 85.1 87.3
63.6 77.5 74.1 87.1

800 - 859 PM 85.9 63.2 83.1 80.3 90.6 82.2 75.5 75.4 79.5 75.2 83.2 78.9
64.0 74.5 73.1 88.6

900 - 959 PM 92.1 100.0 86.0 83.5 87.6 90.9 81.2 83.9 83.1 84.8 80.5
81.0 64.8 79.1 76.8 90.0

1000 - 1059 PM 91.7 J/ 57.7 85.5 93.0 J/ J/ 77.5 86.1 90.3 74.2 93.5
88.3 87.2 J/ J/

1100 - 559 AM 93.2 94.2 96.8 69.2 100.0 J/ 94.6 J/ 100.0 100.0 90.3 90.0
74.4 89.9 85.0 96.8

TOTAL, ALL DEPARTURES,

BY AIRPORT 89.8 80.3 88.3 85.9 91.5 89.4 85.9 80.6 84.1 85.8 85.9 89.8
76.4 83.5 84.8 91.9

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 90.5 94.0 93.3 95.1 94.6 90.9 93.8 96.2 93.4 93.6 97.4 96.2
99.3 93.7

700 - 759 AM 92.6 90.2 90.2 94.7 91.4 89.8 92.4 92.6 91.7 92.6 92.6 94.2
95.0 92.1

800 - 859 AM 91.7 89.5 88.0 91.0 83.9 91.1 90.0 90.2 90.8 91.8 91.2 89.8
91.6 90.2

900 - 959 AM 92.2 90.0 85.0 88.3 84.7 80.3 89.3 86.9 85.1 83.7 96.8 89.2
94.2 87.6

1000 - 1059 AM 88.9 88.9 83.6 88.4 85.1 74.6 87.1 82.7 83.0 79.3 88.8
89.4 94.3 86.3

1100 - 1159 AM 91.4 87.2 83.4 86.3 85.2 77.8 87.7 78.9 81.0 70.2 90.7
87.4 90.6 85.1

1200 - 1259 PM 89.9 86.8 85.6 89.3 86.9 78.3 90.1 80.9 80.1 73.0 84.6
87.6 89.1 85.4

100 - 159 PM 87.7 90.0 79.4 82.8 82.7 76.6 86.7 84.8 82.3 76.6 93.0 89.2
91.8 85.0

200 - 259 PM 89.3 86.5 77.6 88.7 82.2 73.4 90.0 75.7 81.1 70.9 91.6 88.6
84.8 83.1

300 - 359 PM 76.8 85.4 80.0 81.2 83.9 73.9 J/ 81.9 80.7 72.9 88.5 87.9
91.6 82.4

400 - 459 PM 88.6 87.6 79.1 86.3 77.5 72.2 84.6 75.4 77.6 74.5 85.2 81.3
87.5 81.3

500 - 559 PM 83.8 85.0 74.5 82.1 76.6 65.5 83.9 74.8 79.0 71.9 82.5 84.0
86.1 79.6

600 - 659 PM 79.4 84.1 71.0 77.4 73.8 68.0 84.5 74.1 77.6 72.6 91.5 85.9
86.6 79.3

700 - 759 PM 72.8 88.3 68.0 75.4 74.0 64.0 83.9 75.0 78.5 69.5 77.0 83.0
81.0 77.4

800 - 859 PM 78.2 83.0 70.7 79.5 75.8 67.7 83.4 72.3 77.2 72.3 87.8 88.0
83.6 79.2

900 - 959 PM 72.0 84.5 71.7 84.8 75.3 67.6 82.1 60.9 77.7 76.6 82.1 86.4
78.9 81.3

1000 - 1059 PM J/ 84.8 70.1 94.4 J/ 78.1 87.6 88.1 91.3 86.0 91.4 85.0
86.2 85.0

1100 - 559 AM 98.4 83.9 93.3 97.1 96.9 93.5 87.1 97.2 94.3 89.6 91.5
89.7 87.1 86.4

TOTAL, ALL DEPARTURES,

BY AIRPORT 85.8 87.2 79.9 87.4 81.5 76.9 87.0 82.8 84.3 79.4 89.2 87.9
89.8 84.5

OCTOBER 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

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

US 255 ATL-PHL 2020 26 80.77 26 21

UA 963 IAD-LAX 1715 31 80.65 49 36

OCTOBER 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

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

AMERICA WEST 568 4 0.7

US AIRWAYS 1989 4 0.2

UNITED 2134 3 0.1

AMERICAN 1838 2 0.1

DELTA 2464 2 0.1

SOUTHWEST 2370 1 0.0

ALASKA 422 0 0.0

TWA 765 0 0.0

CONTINENTAL 1144 0 0.0

NORTHWEST 1498 0 0.0

TOTAL 15192 16 0.1

OCTOBER 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) 81.8 94.3 88 88 DUTCH HARBOR, AK. (DUT) 71.0
71.0 62 62

ALBANY, N.Y. (ALB) 82.0 88.5 1,009 1,008 EL PASO, TX. (ELP) 77.7 83.2
2,096 2,096

ALBUQUERQUE, N.M. (ABQ) 79.8 83.4 3,156 3,158 ELMIRA, N.Y. (ELM) 88.2
94.5 110 110

ALLENTOWN, PA. (ABE) 81.3 90.9 504 506 ERIE, PA. (ERI) 85.7 95.0 119 119

AMARILLO, TX. (AMA) 76.6 84.1 414 415 EUGENE, OR. (EUG) 70.3 73.0 185
185

ANCHORAGE, AK. (ANC) 75.8 85.2 1,510 1,511 FAIRBANKS, AK. (FAI) 79.0
87.6 428 428

ASHEVILLE, N.C. (AVL) 85.3 92.0 150 150 FARGO, N.D. (FAR) 85.3 89.9 238
238

ATLANTA, GA. (ATL) 87.3 89.8 21,576 21,576 FAYETTEVILLE, N.C. (FAY) 94.4
96.8 124 124

AUGUSTA, GA. (AGS) 85.8 92.9 155 155 FLINT, MI. (FNT) 89.1 95.0 119 120

AUSTIN, TX. (AUS) 81.0 86.6 3,709 3,712 FRESNO, CA. (FAT) 61.3 90.3 31
31

BAKERSFIELD, CA. (BFL) 45.2 86.7 31 30 FT. LAUDERDALE, FL. (FLL) 85.9
90.7 3,294 3,290

BALTIMORE, MD. (BWI) 85.6 88.3 6,339 6,338 FT. MYERS, FL. (RSW) 86.4
92.6 1,011 1,010

BANGOR, ME. (BGR) 94.6 98.9 93 93 FT. WAYNE, IN. (FWA) 81.3 90.6 32 32

BARROW, AK. (BRW) 84.9 81.4 86 86 GRAND FORKS, N.D. (GFK) 87.8 91.2 90
91

BATON ROUGE, LA. (BTR) 88.7 89.9 398 398 GRAND RAPIDS, MI. (GRR) 83.5
93.2 776 776

BETHEL, AK. (BET) 82.1 82.1 84 84 GREAT FALLS, MT. (GTF) 89.9 94.5 217
217

BILLINGS, MT. (BIL) 84.7 92.3 248 248 GREEN BAY, WI. (GRB) 88.7 95.6 204
205

BINGHAMTON, N.Y. (BGM) 90.3 93.5 93 93 GREENBRIER, W.V. (LWB) 83.3 75.0
12 12

BIRMINGHAM, AL. (BHM) 86.8 91.1 1,707 1,704 GREENSBORO/HIGH PT., N.C.
(GSO) 81.7 90.2 1,320 1,321

BISMARCK, N.D. (BIS) 86.6 92.5 119 120 GREENVILLE/SPARTBG., S.C. (GSP)
80.9 88.9 591 592

BOISE, ID. (BOI) 84.9 87.6 978 979 GULFPORT/BILOXI, MS. (GPT) 89.2 97.8
93 92

BOSTON, MA. (BOS) 70.9 80.3 8,755 8,756 HARLINGEN, TX. (HRL) 75.6 79.3
353 353

BOZEMAN, MT. (BZN) 87.7 92.9 155 155 HARRISBURG, PA. (MDT) 82.5 91.4 673
673

BRISTOL, TN. (TRI) 88.2 88.2 119 119 HARTFORD, CT./SPGFLD, MA. (BDL)
82.1 90.8 2,301 2,302

BROWNSVILLE, TX. (BRO) 90.3 93.5 31 31 HELENA, MT. (HLN) 91.9 96.8 62 62

BUFFALO, N.Y. (BUF) 79.1 87.8 1,587 1,584 HONOLULU, OAHU, HI. (HNL) 71.6
90.0 928 934

BURBANK, CA. (BUR) 76.2 79.5 2,402 2,405 HOUSTON, TX. (HOU) 81.8 77.3
4,994 4,994

BURLINGTON, VT. (BTV) 75.2 86.8 242 242 HOUSTON, TX. (IAH) 83.5 85.9
10,563 10,562

CEDAR RAPIDS/IOWA CTY,IA. (CID) 82.6 90.0 459 461 HUNTSVILLE/DECATUR,
AL. (HSV) 86.3 91.8 473 473

CHARLESTON, S.C. (CHS) 86.4 92.4 616 616 INDIANAPOLIS, IN. (IND) 83.5
88.8 2,889 2,893

CHARLESTON, W.V. (CRW) 82.1 85.5 145 145 INDIO/PALM SPRINGS, CA. (PSP)
78.0 90.6 245 245

CHARLOTTE, N.C. (CLT) 87.8 85.9 10,663 10,662 ISLIP/LONG IS., N.Y. (ISP)
86.0 93.0 172 171

CHATTANOOGA, TN. (CHA) 88.6 94.3 88 88 ITHACA, N.Y. (ITH) 92.7 93.6 110
110

CHICAGO, IL. (MDW) 84.3 81.6 4,049 4,048 JACKSON/VICKSBURG, MS. (JAN)
90.7 91.9 776 777

CHICAGO, IL. (ORD) 77.9 79.9 25,478 25,490 JACKSON, WY. (JAC) 95.0 95.0
60 60

CINCINNATI, OH. (CVG) 87.0 91.5 6,647 6,651 JACKSONVILLE, FL. (JAX) 85.1
92.1 1,909 1,909

CLEVELAND, OH. (CLE) 85.2 89.5 5,136 5,137 JUNEAU, AK. (JNU) 78.6 76.3
337 337

COLORADO SPRINGS, CO. (COS) 73.7 88.5 912 910 KAHULUI, MAUI, HI. (OGG)
77.0 91.1 248 248

COLUMBIA, S.C. (CAE) 86.9 90.2 419 420 KALAMAZOO, MI. (AZO) 85.8 92.6
120 121

COLUMBUS, OH. (CMH) 83.1 87.0 3,361 3,364 KALISPELL, MT. (FCA) 91.9 90.3
62 62

CORDOVA, AK. (CDV) 79.0 90.3 62 62 KANSAS CITY, MO. (MCI) 81.8 85.8
5,061 5,067

CORPUS CHRISTI, TX. (CRP) 75.7 82.0 255 256 KETCHIKAN, AK. (KTN) 76.6
80.2 192 192

DALLAS/FT. WORTH, TX. (DAL) 79.6 77.6 4,361 4,355 KING SALMON, AK. (AKN)
85.7 85.7 28 28

DALLAS/FT. WORTH, TX. (DFW) 81.9 80.6 20,524 20,518 KNOXVILLE, TN. (TYS)
79.2 88.4 654 653

DAYTON, OH. (DAY) 86.3 94.2 893 893 KODIAK, AK. (ADQ) 74.2 75.8 62 62

DAYTONA BEACH, FL. (DAB) 91.7 94.9 216 216 KONA, HAWAII., HI. (KOA) 62.9
88.7 62 62

DEADHORSE, AK. (SCC) 83.6 83.6 55 55 KOTZEBUE, AK. (OTZ) 72.0 64.0 75 75

DENVER, CO. (DEN) 81.5 85.9 11,515 11,506 LA CROSSE, WI. (LSE) 88.5 94.2
52 52

DES MOINES, IA. (DSM) 81.6 91.7 602 603 LANSING, MI. (LAN) 86.8 87.9 182
182

DETROIT, MI. (DTW) 87.1 84.1 12,907 12,910 LAS VEGAS, NV. (LAS) 74.8
76.4 10,358 10,344

DILLINGHAM, AK. (DLG) 78.6 75.0 28 28 LEXINGTON/FRKFT, KY. (LEX) 86.3
92.6 336 336

DULUTH, MN. (DLH) 85.2 88.6 88 88 LIHUE, KAUAI, HI. (LIH) 41.9 96.8 31
31

OCTOBER 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.

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

LINCOLN, NE. (LNK) 81.6 93.7 239 238 ROCHESTER, N.Y. (ROC) 80.2 89.0
1,304 1,301

LITTLE ROCK, AR. (LIT) 81.9 87.4 1,100 1,100 SACRAMENTO, CA. (SMF) 78.6
82.6 3,125 3,124

LONG BEACH, CA. (LGB) 71.0 89.0 300 301 SAGINAW, MI. (MBS) 79.3 88.4 304
302

LOS ANGELES, CA. (LAX) 76.7 83.5 15,862 15,861 SALT LAKE CITY, UT. (SLC)
85.1 89.2 6,935 6,938

LOUISVILLE, KY. (SDF) 84.0 89.4 1,978 1,979 SAN ANTONIO, TX. (SAT) 78.5
84.5 3,164 3,164

LUBBOCK, TX. (LBB) 82.7 85.3 554 557 SAN DIEGO, CA. (SAN) 76.1 82.8
5,739 5,737

MADISON, WI. (MSN) 82.8 91.2 366 365 SAN FRANCISCO, CA. (OAK) 80.4 82.2
4,754 4,753

MANCHESTER, N.H. (MHT) 80.6 86.0 1,056 1,057 SAN FRANCISCO, CA. (SFO)
72.8 79.4 11,893 11,878

MEDFORD, OR. (MFR) 64.2 63.4 123 123 SAN JOSE, CA. (SJC) 79.8 85.9 4,461
4,460

MELBOURNE, FL. (MLB) 88.2 97.3 186 186 SAN JUAN, P.R. (SJU) 80.3 87.8
1,543 1,544

MEMPHIS, TN. (MEM) 90.7 89.6 4,475 4,471 SANTA BARBARA, CA. (SBA) 77.2
75.0 123 124

MIAMI, FL. (MIA) 82.3 85.8 5,378 5,377 SARASOTA/BRAD., FL. (SRQ) 83.9
94.3 440 438

MIDLAND/ODESSA, TX. (MAF) 79.5 82.7 547 548 SAVANNAH, GA. (SAV) 86.6
92.4 434 434

MILWAUKEE, WI. (MKE) 87.1 94.1 1,280 1,281 SCRANTON/WILKES-BARRE,PA.
(AVP) 90.7 97.3 150 150

MINNEAPLS/ST.P, MN. (MSP) 87.2 87.2 11,571 11,568 SEATTLE, WA. (SEA)
76.6 84.3 8,317 8,314

MINOT, N.D. (MOT) 91.4 91.4 93 93 SHREVEPORT, LA. (SHV) 91.3 92.8 332
332

MISSION/MCALLEN, TX. (MFE) 82.6 89.7 270 271 SIOUX CITY, IA. (SUX) 78.9
96.6 57 58

MISSOULA, MT. (MSO) 91.0 91.0 155 155 SIOUX FALLS, S.D. (FSD) 77.4 88.4
336 336

MOBILE,AL./PASCAGOULA,MS. (MOB) 87.1 87.4 341 341 SITKA, AK. (SIT) 71.0
82.8 93 93

MOLINE, IL. (MLI) 88.0 91.4 150 151 SOUTH BEND, IN. (SBN) 86.1 93.8 274
274

MONROE, LA. (MLU) 90.9 95.7 186 186 SPOKANE, WA. (GEG) 83.3 88.8 1,146
1,147

MONTEREY, CA. (MRY) 87.1 87.1 62 62 SPRINGFIELD, MO. (SGF) 87.5 96.0 176
177

MONTGOMERY, AL. (MGM) 94.2 96.8 155 155 ST. CROIX, V.I. (STX) 76.3 91.4
93 93

MYRTLE BEACH, S.C. (MYR) 81.9 90.3 227 227 ST. LOUIS, MO. (STL) 85.6
87.9 14,905 14,899

NASHVILLE, TN. (BNA) 87.7 89.4 4,502 4,504 ST. THOMAS, V.I. (STT) 80.9
87.3 173 173

NEW ORLEANS, LA. (MSY) 85.6 89.9 4,327 4,322 SYRACUSE, N.Y. (SYR) 80.5
89.1 967 969

NEW YORK, N.Y. (JFK) 84.8 89.8 3,667 3,656 TALLAHASSEE, FL. (TLH) 86.1
92.8 208 208

NEW YORK, N.Y. (LGA) 77.9 84.8 7,979 7,987 TAMPA, FL. (TPA) 84.7 89.8
4,609 4,610

NEWARK, N.J. (EWR) 80.9 85.8 10,227 10,224 TOLEDO, OH. (TOL) 90.9 94.3
88 88

NEWBURGH, N.Y. (SWF) 72.6 85.5 124 124 TRAVERSE CITY, MI. (TVC) 73.5
88.1 83 84

NOME, AK. (OME) 71.1 71.1 76 76 TUCSON, AZ. (TUS) 78.1 87.8 1,513 1,513

NORFOLK/VA. BEACH, VA. (ORF) 82.7 89.7 1,442 1,442 TULSA, OK. (TUL) 79.7
84.7 1,609 1,608

OKLAHOMA CITY, OK. (OKC) 80.3 86.0 1,717 1,718 VALPARAISO, FL. (VPS)
84.3 94.4 89 89

OMAHA, NE. (OMA) 80.0 88.5 1,419 1,419 WASHINGTON, D.C. (DCA) 84.6 89.4
7,138 7,140

ONTARIO, CA. (ONT) 76.0 81.6 3,000 3,003 WASHINGTON, D.C. (IAD) 79.6
84.8 4,061 4,063

ORANGE COUNTY, CA. (SNA) 80.4 87.6 2,990 3,003 WEST PALM BEACH, FL.
(PBI) 83.1 92.5 1,564 1,563

ORLANDO, FL. (MCO) 87.2 91.9 7,880 7,883 WHITE PLAINS, N.Y. (HPN) 78.4
88.6 412 412

PASCO, WA. (PSC) 96.8 96.0 124 124 WICHITA, KS. (ICT) 82.1 89.6 630 632

PENSACOLA, FL. (PNS) 90.1 91.1 553 553 WILMINGTON, N.C. (ILM) 79.0 89.3
176 177

PETERSBURG, AK. (PSG) 67.7 79.0 62 62 WRANGELL, AK. (WRG) 69.4 77.4 62
62

PHILADELPHIA, PA. (PHL) 79.9 81.5 9,674 9,669 YAKUTAT, AK. (YAK) 79.0
82.3 62 62

PHOENIX, AZ. (PHX) 76.0 76.9 14,441 14,438

PITTSBURGH, PA. (PIT) 86.6 87.0 9,134 9,136

PORTLAND, ME. (PWM) 79.1 90.6 585 587

PORTLAND, OR. (PDX) 81.3 87.4 4,790 4,792

PROVIDENCE, R.I. (PVD) 82.7 89.4 1,903 1,903

RALEIGH/DURHAM, N.C. (RDU) 82.7 89.7 2,403 2,403

RAPID CITY, S.D. (RAP) 86.3 96.6 117 117

RENO, NV. (RNO) 80.0 82.5 2,175 2,174

RICHMOND, VA. (RIC) 80.9 87.1 1,333 1,334

ROANOKE, VA. (ROA) 82.1 92.8 207 207

ROCHESTER, MN. (RST) 78.2 94.2 170 171

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

***OCTOBER***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

  ----- ------------- ---------------------- --- ------------------------
                      ***OCTOBER 1998***         ***OCTOBER 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>OCT. ’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: 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><h5 id="america-west">America West</h5></td>
<td></td>
<td>4,995</td>
<td>1,452,618</td>
<td><strong>3.44</strong></td>
<td></td>
<td>4,085</td>
<td>1,450,337</td>
<td><strong>2.82</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><strong>US Airways</strong></td>
<td></td>
<td>17,451</td>
<td>4,875,167</td>
<td><strong>3.58</strong></td>
<td></td>
<td>18,072</td>
<td>4,851,232</td>
<td><strong>3.73</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><strong>TWA</strong></td>
<td></td>
<td>6,396</td>
<td>1,785,640</td>
<td><strong>3.58</strong></td>
<td></td>
<td>8,267</td>
<td>1,879,005</td>
<td><strong>4.40</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><strong>Delta</strong></td>
<td></td>
<td>30,228</td>
<td>8,125,011</td>
<td><strong>3.72</strong></td>
<td></td>
<td>33,754</td>
<td>8,231,134</td>
<td><strong>4.10</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><strong>Continental</strong></td>
<td></td>
<td>11,945</td>
<td>2,980,018</td>
<td><strong>4.01</strong></td>
<td></td>
<td>9,827</td>
<td>2,879,790</td>
<td><strong>3.41</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><strong>Southwest</strong></td>
<td></td>
<td>20,450</td>
<td>5,054,427</td>
<td><strong>4.05</strong></td>
<td></td>
<td>17,653</td>
<td>4,830,153</td>
<td><strong>3.65</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><strong>American</strong></td>
<td></td>
<td>23,162</td>
<td>5,361,050</td>
<td><strong>4.32</strong></td>
<td></td>
<td>22,446</td>
<td>5,291,160</td>
<td><strong>4.24</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><strong>Northwest</strong></td>
<td></td>
<td>17,042</td>
<td>3,739,381</td>
<td><strong>4.56</strong></td>
<td></td>
<td>18,773</td>
<td>3,912,439</td>
<td><strong>4.80</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><strong>Alaska</strong></td>
<td></td>
<td>5,085</td>
<td>917,782</td>
<td><strong>5.54</strong></td>
<td></td>
<td>4,423</td>
<td>856,949</td>
<td><strong>5.16</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><strong>United</strong></td>
<td></td>
<td>43,167</td>
<td>6,681,762</td>
<td><strong>6.46</strong></td>
<td></td>
<td>38,025</td>
<td>6,211,048</td>
<td><strong>6.12</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>179,921</strong></td>
<td><strong>40,972,856</strong></td>
<td><strong>4.39</strong></td>
<td></td>
<td><strong>175,325</strong></td>
<td><strong>40,393,247</strong></td>
<td><strong>4.34</strong></td>
</tr>
</tbody>
</table>

**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.

> 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                                     |
+-----------------------------------------------------------------------+

***July-September***

***PASSENGERS DENIED BOARDING***

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

  --------------- -------------------------- -- --------------------------
                  ***JULY-SEPTEMBER 1998***     ***JULY-SEPTEMBER 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="july-sept.-98" class="heading">JULY-SEPT. ‘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">Continental</h5></td>
<td>15,365</td>
<td>115</td>
<td>10,002,893</td>
<td><strong>0.11</strong></td>
<td></td>
<td>16,790</td>
<td>65</td>
<td>9,336,063</td>
<td><strong>0.07</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><strong>US Airways</strong></td>
<td>18,389</td>
<td>226</td>
<td>14,730,549</td>
<td><strong>0.15</strong></td>
<td></td>
<td>18,932</td>
<td>577</td>
<td>14,680,895</td>
<td><strong>0.39</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>3</td>
<td><strong>Northwest</strong></td>
<td>27,378</td>
<td>306</td>
<td>10,080,236</td>
<td><strong>0.30</strong></td>
<td></td>
<td>24,197</td>
<td>574</td>
<td>13,394,866</td>
<td><strong>0.43</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><strong>American</strong></td>
<td>52,881</td>
<td>717</td>
<td>19,275,699</td>
<td><strong>0.37</strong></td>
<td></td>
<td>43,941</td>
<td>487</td>
<td>19,221,083</td>
<td><strong>0.25</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><strong>United</strong></td>
<td>37,195</td>
<td>1,164</td>
<td>21,963,437</td>
<td><strong>0.53</strong></td>
<td></td>
<td>27,143</td>
<td>1,018</td>
<td>20,535,415</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><strong>America West</strong></td>
<td>10,728</td>
<td>439</td>
<td>4,800,905</td>
<td><strong>0.91</strong></td>
<td></td>
<td>11,993</td>
<td>830</td>
<td>4,908,220</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>7</td>
<td><strong>Delta</strong></td>
<td>55,767</td>
<td>2,667</td>
<td>26,968,275</td>
<td><strong>0.99</strong></td>
<td></td>
<td>63,790</td>
<td>2,536</td>
<td>25,396,098</td>
<td><strong>1.00</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><strong>Alaska</strong></td>
<td>4,621</td>
<td>418</td>
<td>3,654,398</td>
<td><strong>1.14</strong></td>
<td></td>
<td>4,718</td>
<td>656</td>
<td>3,433,523</td>
<td><strong>1.91</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><strong>Southwest</strong></td>
<td>20,577</td>
<td>2,708</td>
<td>15,483,831</td>
<td><strong>1.75</strong></td>
<td></td>
<td>18,984</td>
<td>3,323</td>
<td>14,522,952</td>
<td><strong>2.29</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><strong>TWA</strong></td>
<td>8,429</td>
<td>1,129</td>
<td>6,054,643</td>
<td><strong>1.86</strong></td>
<td></td>
<td>5,072</td>
<td>433</td>
<td>6,066,468</td>
<td><strong>0.71</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>251,330</strong></td>
<td><strong>9,889</strong></td>
<td><strong>133,014,866</strong></td>
<td><strong>0.74</strong></td>
<td></td>
<td><strong>235,560</strong></td>
<td><strong>10,499</strong></td>
<td><strong>131,495,583</strong></td>
<td><strong>0.80</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-September***

***PASSENGERS DENIED BOARDING***

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

  --------------- -------------------------- -- --------------------------
                  ***JANUARY-SEPTEMBER          ***JANUARY-SEPTEMBER
                  1998***                       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-sept-98" class="heading">JAN-SEPT ‘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-1">Continental</h5></td>
<td>54,513</td>
<td>375</td>
<td>28,524,460</td>
<td><strong>0.13</strong></td>
<td></td>
<td>51,422</td>
<td>301</td>
<td>26,867,957</td>
<td><strong>0.11</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><strong>US Airways</strong></td>
<td>67,167</td>
<td>991</td>
<td>42,736,280</td>
<td><strong>0.23</strong></td>
<td></td>
<td>67,803</td>
<td>4,180</td>
<td>43,670,909</td>
<td><strong>0.96</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><strong>Northwest</strong></td>
<td>98,147</td>
<td>1,117</td>
<td>34,100,676</td>
<td><strong>0.33</strong></td>
<td></td>
<td>72,725</td>
<td>2,305</td>
<td>37,590,896</td>
<td><strong>0.61</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><strong>American</strong></td>
<td>163,872</td>
<td>2,312</td>
<td>55,607,904</td>
<td><strong>0.42</strong></td>
<td></td>
<td>167,876</td>
<td>3,986</td>
<td>55,195,282</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>5</td>
<td><strong>United</strong></td>
<td>110,274</td>
<td>3,542</td>
<td>59,904,245</td>
<td><strong>0.59</strong></td>
<td></td>
<td>75,447</td>
<td>2,879</td>
<td>57,785,706</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><strong>America West</strong></td>
<td>36,790</td>
<td>1,536</td>
<td>13,749,186</td>
<td><strong>1.12</strong></td>
<td></td>
<td>47,287</td>
<td>3,052</td>
<td>14,562,214</td>
<td><strong>2.10</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><strong>Delta</strong></td>
<td>189,886</td>
<td>9,639</td>
<td>77,610,171</td>
<td><strong>1.24</strong></td>
<td></td>
<td>207,075</td>
<td>12,720</td>
<td>75,461,676</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>8</td>
<td><strong>Alaska</strong></td>
<td>19,532</td>
<td>1,459</td>
<td>9,820,451</td>
<td><strong>1.49</strong></td>
<td></td>
<td>16,517</td>
<td>2,369</td>
<td>9,297,076</td>
<td><strong>2.55</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><strong>TWA</strong></td>
<td>26,041</td>
<td>2,987</td>
<td>17,709,761</td>
<td><strong>1.69</strong></td>
<td></td>
<td>22,567</td>
<td>2,274</td>
<td>16,974,523</td>
<td><strong>1.34</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><strong>Southwest</strong></td>
<td>60,802</td>
<td>8,136</td>
<td>44,204,904</td>
<td><strong>1.84</strong></td>
<td></td>
<td>53,725</td>
<td>9,878</td>
<td>41,901,192</td>
<td><strong>2.36</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>827,024</strong></td>
<td><strong>32,094</strong></td>
<td><strong>383,968,038</strong></td>
<td><strong>0.84</strong></td>
<td></td>
<td><strong>782,444</strong></td>
<td><strong>43,944</strong></td>
<td><strong>379,307,431</strong></td>
<td><strong>1.16</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

OCTOBER 1998 OCTOBER 1997

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 644 48 1 49 516 75 1 83

FOREIGN AIRLINES 117 1 0 2 74 0 0 4

TRAVEL AGENTS 1 0 0 0 0 0 0 0

TOUR OPERATORS 20 0 0 0 9 0 0 0

MISCELLANEOUS 23 17 0 5 15 12 0 18

CARGO COMPANIES 0 0 0 0 0 0 0 0

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

INDUSTRY TOTALS 805 66 1 56 614 87 1 105

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

OCTOBER 1998 OCTOBER 1997

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 221 1 142

DELAYS\...\...\...\.... 57 34

CANCELLATIONS\...\... 80 61

MISCONNECTIONS\..... 32 19

CUSTOMER SERVICE\...\..... 2 171 2 141

TICKETING/BOARDING\...\... 3 128 4 86

DISABLED\...\...\..... 27 28

BAGGAGE\...\...\...\...\..... 4 116 3 89

REFUNDS\...\...\...\...\..... 5 64 5 55

OVERSALES\...\...\...\...\... 6 37 7 32

FARES\...\...\...\...\...\.... 7 34 8 20

OTHER\...\...\...\...\...\.... 8 28 6 35

FREQUENT FLYER\..... 16 22

ADVERTISING\...\...\...\.... 9 3 9 7

SMOKING\...\...\...\...\..... 10 2 11 1

TOURS\...\...\...\...\...\.... 11 1 10 6

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

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

COMPLAINT TOTAL 805 614

\* 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

OCTOBER 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

AIRTRAN AIRWAYS 5 1 1 1 0 0 2 0 0 0 0 1 11

ALASKA AIRLINES 0 0 2 0 0 5 0 0 0 0 0 0 7

AMERICA WEST AIRLINES 14 0 4 1 4 7 7 0 0 0 0 0 37

AMERICAN AIRLINES 27 3 11 4 7 13 30 0 0 0 0 4 99

AMERICAN EAGLE 1 2 1 0 0 0 2 0 0 0 0 0 6

AMERICAN TRANS AIR 3 0 1 0 2 2 2 0 0 0 0 0 10

CONTINENTAL AIRLINES 16 1 4 3 3 10 18 0 0 0 0 1 56

DELTA AIR LINES 15 4 17 1 5 5 19 0 0 0 0 2 68

EASTWIND AIRLINES 2 0 1 1 1 0 0 0 0 0 0 0 5

KIWI INTERNATIONAL AIRLINES 3 0 2 0 3 2 0 0 0 0 0 0 10

NORTHWEST AIRLINES 24 3 6 2 3 7 10 0 1 0 0 4 60

SOUTHWEST AIRLINES 1 0 2 0 0 1 0 0 0 0 0 1 5

TOWER AIR 10 3 7 2 3 3 9 0 0 0 0 1 38

TRANS STATES AIRLINES 4 0 0 0 0 0 1 0 0 0 0 1 6

TRANS WORLD AIRLINES 6 1 4 1 2 4 7 0 0 0 0 0 25

TRANS WORLD EXPRESS 3 3 0 0 0 0 0 0 0 0 0 0 6

UNITED AIRLINES 26 3 16 2 4 17 21 0 0 0 0 5 94

UNITED EXPRESS 4 1 0 0 0 3 2 0 0 0 0 1 11

US AIRWAYS 9 2 3 5 3 3 8 0 0 0 0 1 34

VANGUARD AIRLINES 3 0 2 1 0 2 4 0 1 0 0 0 13

OTHER U.S. AIRLINES 13 1 9 1 7 3 8 0 1 0 0 0 43

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

OCTOBER 1998 189 28 93 25 47 87 150 0 3 0 0 22 644

\% OF TOTAL COMPLAINTS 29.3 4.3 14.4 3.9 7.3 13.5 23.3 0.0 0.5 0.0 0.0
3.4

OCTOBER 1997 129 22 70 17 44 66 131 0 7 0 3 27 516

\% OF TOTAL COMPLAINTS 25.0 4.3 13.6 3.3 8.5 12.8 25.4 0.0 1.4 0.0 0.6
5.2

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

OCTOBER 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 OCT OCT PERCENT SEP PERCENT MONTHS PERCENT DATE
PERCENT

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

AIRTRAN AIRWAYS 11 3 27.27 1 9.09 7 63.64 0 0.00

ALASKA AIRLINES 7 0 0.00 4 57.14 3 42.86 0 0.00

AMERICA WEST AIRLINES 37 4 10.81 12 32.43 21 56.76 0 0.00

AMERICAN AIRLINES 99 23 23.23 24 24.24 51 51.52 1 1.01

AMERICAN EAGLE 6 0 0.00 3 50.00 3 50.00 0 0.00

AMERICAN TRANS AIR 10 1 10.00 1 10.00 8 80.00 0 0.00

CONTINENTAL AIRLINES 56 12 21.43 16 28.57 28 50.00 0 0.00

DELTA AIR LINES 68 11 16.18 15 22.06 42 61.76 0 0.00

EASTWIND AIRLINES 5 3 60.00 0 0.00 2 40.00 0 0.00

KIWI INTERNATIONAL AIRLINES 10 1 10.00 1 10.00 8 80.00 0 0.00

NORTHWEST AIRLINES 60 14 23.33 7 11.67 39 65.00 0 0.00

SOUTHWEST AIRLINES 5 2 40.00 2 40.00 1 20.00 0 0.00

TOWER AIR 38 6 15.79 4 10.53 28 73.68 0 0.00

TRANS STATES AIRLINES 6 2 33.33 4 66.67 0 0.00 0 0.00

TRANS WORLD AIRLINES 25 7 28.00 5 20.00 13 52.00 0 0.00

TRANS WORLD EXPRESS 6 3 50.00 2 33.33 1 16.67 0 0.00

UNITED AIRLINES 94 14 14.89 36 38.30 44 46.81 0 0.00

UNITED EXPRESS 11 4 36.36 3 27.27 4 36.36 0 0.00

US AIRWAYS 34 5 14.71 10 29.41 19 55.88 0 0.00

VANGUARD AIRLINES 13 5 38.46 1 7.69 7 53.85 0 0.00

OTHER U.S. AIRLINES 43 13 30.23 7 16.28 23 53.49 0 0.00

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

TOTALS 644 133 20.65 158 24.53 352 54.66 1 0.16

PRIOR YEAR\'S TOTALS 516 54 10.47 157 30.43 301 58.33 4 0.78

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

OCTOBER 1998

FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

AIR CANADA 1 1 4 1 0 0 0 0 0 0 0 0 7

AIR FRANCE 4 2 1 2 3 3 2 0 0 0 0 0 17

AIR JAMAICA 4 0 1 0 0 0 0 0 0 0 0 0 5

KLM 1 0 2 0 1 1 0 0 0 0 0 0 5

VIRGIN ATLANTIC 0 1 1 0 0 4 1 0 0 0 0 0 7

OTHER FOREIGN AIRLINES 8 5 15 2 8 20 12 2 0 0 0 4 76

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

TOTAL 18 9 24 5 12 28 15 2 0 0 0 4 117

TRAVEL AGENTS

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

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

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

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

TOUR OPERATORS

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

SUNJET INT\'L SALES 6 0 1 1 1 0 2 0 0 0 0 0 11

OTHER TOUR OPERATORS 3 0 3 0 0 0 1 0 0 0 1 1 9

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

TOTAL 9 0 4 1 1 0 3 0 0 0 1 1 20

MISCELLANEOUS

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

OTHER MISCELLANEOUS 5 0 6 3 4 1 3 0 0 0 0 1 23

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

TOTAL 5 0 6 3 4 1 3 0 0 0 0 1 23

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

####  OCTOBER

***Consumer Complaints: Rankings***

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

  ----- --------- ------------------------- --- --------------------------
                  ***OCTOBER 1998***            ***OCTOBER 1997***

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

+-----+------+-------+---------+-------+---+------+---------+--------+
|     |      |       |         | *     |   |      |         | ***C   |
|     |      |       |         | **COM |   |      |         | OMPLAI |
|     |      |       |         | PLAIN |   |      |         | NTS*** |
|     |      |       |         | TS*** |   |      |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+
| ##  |      |       | **      | *     |   |      | **      | ***PER |
|  OC |      |       | *SYSTEM | **PER |   |      | *SYSTEM | 100,   |
| T.  |      |       | WIDE*** | 100,0 |   |      | WIDE*** | 000*** |
| '98 |      |       |         | 00*** |   |      |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+
| #   | *    | *     | ***E    | ***   |   | ***C | ***E    | ***ENP |
| # R | **AI | **COM | NPLANEM | ENPLA |   | OMPL | NPLANEM | LANEME |
| ANK | RLIN | PLAIN | ENTS*** | NEMEN |   | AINT | ENTS*** | NTS*** |
|     | E*** | TS*** |         | TS*** |   | S*** |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+

  ----- ----------------- --------- ---------------- ---------- ----- --------- ---------------- ----------
  1     **Southwest**     5         5,066,738        **0.10**         16        4,841,024        **0.33**

  2     **US Airways**    34        5,029,177        **0.68**         29        4,991,994        **0.58**

  3     **Alaska**        7         1,026,667        **0.68**         10        934,679          **1.07**

  4     **Delta**         68        8,728,047        **0.78**         57        8,690,887        **0.66**

  5     **United**        94        7,564,297        **1.24**         68        7,159,114        **0.95**

  6     **T W A**         25        1,872,939        **1.33**         14        1,997,597        **0.70**

  7     **Northwest**     60        4,456,107        **1.35**         86        4,685,218        **1.84**

  8     **American**      99        6,754,501        **1.47**         71        6,655,314        **1.07**

  9     **Continental**   56        3,519,599        **1.59**         23        3,324,485        **0.69**

  10    **America West**  37        1,479,115        **2.50**         33        1,479,585        **2.23**

        **TOTAL**         **485**   **45,497,187**   **1.07**         **407**   **44,759,897**   **0.91**
  ----- ----------------- --------- ---------------- ---------- ----- --------- ---------------- ----------

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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