+---------------------------------+------------------------------------+
| ![](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: MARCH 1998**                   |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays January 1998             |
|                           | >                                        |
|                           | > Mishandled Baggage January 1998        |
|                           | >                                        |
|                           | > Oversales 4^th^ Quarter 1997           |
|                           | >                                        |
|                           | > January-December 1997                  |
|                           | >                                        |
|                           | > Consumer Complaints January 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.

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"}

JANUARY 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/

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

US AIRWAYS S/ 26 80.8 86 80.8

SOUTHWEST S/ 14 77.6 52 79.4

AMERICAN S/ 29 78.2 94 78.6

DELTA S/ 29 75.1 122 75.5

TWA S/ 28 72.6 73 73.3

AMERICA WEST S/ 26 72.6 53 73.1

CONTINENTAL S/ 27 71.2 79 72.2

UNITED S/ 29 69.5 102 69.4

ALASKA S/ 7 66.4 34 69.3

NORTHWEST S/ 28 69.5 114 69.1

T O T A L 74.3 75.1

JANUARY 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

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

CARRIER JAN-MAR 97 APR-JUN 97 JUL-SEP 97 OCT-DEC 97 NOV 97 DEC 97 JAN 98
FEB97-JAN98 SEP 87-JAN 98

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

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

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

ALASKA 76.1 (4) 82.3 (3) 72.3 (10) 70.3 (10) 73.7 (10) 64.7 (10) 69.3
(9) 74.7 (10) 78.6 (6)

AMERICA WEST 74.8 (5) 80.0 (5) 79.9 (6) 75.6 (9) 75.8 (8) 69.5 (8) 73.1
(6) 78.0 (6) 81.8 (2)

AMERICAN 72.9 (7) 79.5 (6) 84.0 (3) 79.9 (2) 83.1 (1) 75.1 (2) 78.6 (3)
80.0 (4) 79.9 (4)

CONTINENTAL 76.3 (3) 77.7 (9) 80.7 (5) 77.8 (4) 77.7 (6) 75.0 (3) 72.2
(7) 78.2 (5) 78.6 (7)

DELTA 71.2 (9) 72.4 (10) 76.7 (9) 75.7 (8) 73.9 (9) 72.9 (6) 75.5 (4)
74.8 (9) 77.3 (9)

NORTHWEST 66.0 (10) 78.5 (8) 77.9 (7) 77.0 (6) 76.2 (7) 72.2 (7) 69.1
(10) 75.4 (8) 80.8 (3)

SOUTHWEST 78.8 (1) 83.8 (2) 85.3 (2) 79.7 (3) 81.8 (2) 75.0 (4) 79.4 (2)
82.6 (1) 84.3 (1)

TWA 73.1 (6) 84.1 (1) 86.1 (1) 77.7 (5) 78.4 (4) 68.0 (9) 73.3 (5) 80.8
(2) 77.5 (8)

UNITED 72.1 (8) 78.7 (7) 76.7 (8) 76.3 (7) 78.6 (3) 73.6 (5) 69.4 (8)
76.5 (7) 77.1 (10)

US AIRWAYS 78.7 (2) 80.4 (4) 80.8 (4) 80.6 (1) 78.3 (5) 76.6 (1) 80.8
(1) 80.5 (3) 79.2 (5)

TOTAL 73.9 79.0 80.3 77.8 78.2 73.5 75.1 78.3 79.2

JANUARY 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 766 68.8 1236 69.4 246 68.3 186 78.5 93 77.4 990 76.7 670 81.0

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

CO 770 61.0 845 66.0 318 77.4 78 66.7 H/ 646 73.2 426 73.9

DL 18392 70.2 1750 76.4 367 73.8 239 73.2 6537 81.7 1229 83.2 590 79.8

HP 124 59.7 183 54.6 124 75.0 H/ H/ 91 73.6 236 64.8

NW 531 57.6 517 58.4 306 60.8 201 66.7 106 70.8 556 61.7 310 59.7

TW 204 61.8 216 62.5 184 78.3 118 71.2 136 75.7 264 69.7 175 77.1

UA 476 66.0 1069 65.9 363 74.9 88 81.8 168 67.9 482 67.4 8870 80.4

US 615 71.4 2192 75.5 2026 86.4 9617 84.3 H/ 2720 81.7 217 88.9

WN H/ H/ 1507 80.8 H/ H/ H/ H/

TOTAL 21878 69.4 8008 70.5 5441 79.9 10527 83.3 7040 81.0 6978 77.3
11494 79.4

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 14643 83.1 399 76.4 1034 68.5 625 75.0 883 73.2 322 84.5 1999 82.3

AS H/ H/ H/ H/ H/ 248 69.8 630 64.8

CO 520 66.0 290 71.0 5809 68.6 8450 76.4 H/ 347 72.3 791 71.0

DL 4044 79.7 310 73.2 646 69.2 434 71.2 860 62.9 744 76.6 1569 78.3

HP 204 61.8 93 62.4 216 54.6 155 72.3 174 44.3 2373 75.9 678 72.1

NW 440 64.8 10483 74.9 479 54.1 H/ 89 58.4 274 62.0 465 68.8

TW 314 74.2 273 80.6 178 56.7 H/ 966 72.2 186 73.7 315 81.9

UA 498 70.7 332 73.5 976 64.1 389 68.1 530 69.4 1204 68.9 5053 70.5

US 324 85.5 450 79.3 438 70.1 270 80.7 14 92.9 160 85.6 453 85.0

WN H/ 600 70.8 H/ 194 75.3 H/ 4194 82.4 3462 77.7

TOTAL 20987 81.0 13230 74.8 9776 67.0 10517 75.8 3516 68.1 10052 77.6
15415 74.9

JANUARY 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 1572 68.3 541 78.6 3260 78.2 496 76.0 8982 76.7 190 76.8 744 73.3

AS H/ H/ H/ H/ H/ 1531 67.1 H/

CO 426 71.8 563 70.3 385 70.4 167 75.4 554 61.7 68 64.7 281 66.9

DL 2153 76.3 2760 81.1 465 64.9 341 77.1 868 71.4 567 72.0 526 68.8

HP 58 67.2 78 78.2 94 54.3 123 72.4 155 61.3 149 65.8 150 52.7

NW 547 58.1 504 59.9 348 61.8 9211 72.2 805 58.8 136 58.8 408 58.6

TW 309 72.2 349 76.8 222 75.7 263 72.2 373 64.1 96 75.0 174 72.4

UA 715 67.7 441 76.4 496 73.0 575 74.6 12094 73.0 926 61.8 738 66.1

US 2157 76.8 1231 81.8 392 73.2 263 81.4 648 75.5 H/ 6149 73.5

WN H/ 887 82.9 H/ H/ H/ 881 79.1 H/

TOTAL 7937 72.3 7354 78.4 5662 74.3 11439 72.9 24479 73.4 4544 69.2 9170
71.4

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 638 81.3 93 87.1 496 84.1 399 82.5 851 63.8 202 84.2 363 65.6 248
72.2

AS 252 66.7 H/ 283 72.8 3165 68.3 513 49.5 H/ H/ H/

CO 306 71.2 62 77.4 243 73.3 182 65.4 550 56.5 98 69.4 169 55.6 427 69.6

DL 806 84.4 279 78.1 465 79.8 564 74.3 717 55.9 5084 79.5 213 57.7 987
76.8

HP 5601 77.4 H/ 252 78.2 180 70.0 364 49.7 123 78.9 89 59.6 56 62.5

NW 433 65.4 237 68.4 196 58.7 445 66.5 372 58.9 130 55.4 463 59.2 378
65.9

TW 238 74.8 167 74.9 155 81.9 184 70.1 191 56.5 124 82.3 10500 72.7 241
72.6

UA 1133 69.5 145 71.7 1077 67.2 1328 64.3 7058 52.4 436 65.6 295 61.7
248 68.5

US 248 80.6 8438 85.2 128 68.8 154 80.5 370 69.5 H/ 207 65.2 997 80.6

WN 4873 78.0 H/ 2312 77.9 954 82.1 526 55.3 1177 79.4 2561 68.3 866 77.8

TOTAL 14528 76.9 9421 84.1 5607 75.4 7555 70.7 11512 54.4 7374 78.3
14860 70.5 4448 75.1

JANUARY 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 80.6 76.5 51.6 83.9 86.0 J/ J/ 90.0 85.8 74.6 85.1 61.5
96.2 94.2 J/ 88.8

700 - 759 AM 84.6 77.6 91.9 89.6 84.8 86.1 86.1 90.5 83.3 79.3 79.4 80.6
94.8 92.1 82.1 77.4

800 - 859 AM 78.1 79.5 90.1 84.4 83.2 81.1 84.3 88.6 78.2 75.7 74.8 53.4
94.2 89.8 80.8 92.2

900 - 959 AM 69.2 80.3 88.8 82.4 83.1 82.0 83.4 81.6 78.1 83.4 75.7 77.3
83.5 80.2 80.9 84.4

1000 - 1059 AM 74.5 76.9 88.4 81.4 83.5 81.1 83.3 86.6 76.2 79.4 81.5
89.4 82.7 79.9 73.8 80.6

1100 - 1159 AM 70.6 71.8 88.1 88.7 85.8 75.7 84.3 81.4 77.8 82.5 77.4 J/
82.1 72.0 74.7 78.5

1200 - 1259 PM 72.7 74.0 78.6 83.5 91.7 73.8 82.5 82.9 79.0 74.6 80.4
67.7 81.7 74.2 72.8 80.3

100 - 159 PM 73.6 77.0 84.9 82.1 78.3 82.3 79.7 85.1 82.9 64.6 75.9 73.9
75.6 74.1 72.5 80.2

200 - 259 PM 69.9 73.6 81.5 86.4 83.4 80.1 80.4 76.7 77.8 65.7 76.7 73.1
72.2 75.2 70.1 80.9

300 - 359 PM 72.6 70.5 85.1 83.6 85.3 79.3 73.8 78.6 75.0 65.0 76.1 73.6
77.3 73.2 76.2 83.1

400 - 459 PM 62.9 69.4 82.4 77.3 80.6 72.9 76.2 82.7 72.5 62.2 76.3 70.0
77.6 73.2 71.2 78.7

500 - 559 PM 67.0 61.4 80.2 88.0 76.4 76.7 81.4 80.6 74.8 62.7 73.8 62.3
78.7 71.9 71.4 70.8

600 - 659 PM 56.9 61.4 69.7 77.7 75.2 74.9 72.0 77.8 73.3 60.4 69.3 52.3
73.1 70.6 69.9 78.0

700 - 759 PM 65.0 65.0 72.9 80.8 76.9 77.1 77.3 77.3 67.3 55.5 76.1 65.6
76.6 72.1 64.9 77.8

800 - 859 PM 59.8 64.9 72.7 76.2 79.7 74.2 72.4 76.1 70.2 61.5 69.7 68.3
74.4 68.0 63.5 77.5

900 - 959 PM 67.0 67.5 76.0 78.7 82.6 75.5 67.9 77.7 67.8 58.4 73.3 61.8
66.4 72.6 72.3 70.9

1000 - 1059 PM 68.4 69.7 72.4 80.3 75.0 67.5 75.2 75.4 65.0 63.5 68.8
69.4 72.9 69.3 76.9 69.3

1100 - 559 AM 75.4 73.5 74.0 79.5 73.1 73.1 68.3 80.1 72.9 69.2 76.2
72.1 72.0 76.7 65.7 75.2

TOTAL, ALL ARRIVALS,

BY AIRPORT 69.4 70.5 79.9 83.3 81.0 77.3 79.4 81.0 74.8 67.0 75.8 68.1
77.6 74.9 72.3 78.4

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 66.1 77.8 79.6 J/ 68.6 J/ 92.6 50.0 75.9 67.7 J/ 84.5 84.1
81.2

700 - 759 AM 90.3 79.7 80.6 82.3 81.7 97.9 91.3 95.2 85.7 88.4 82.4 81.9
100.0 85.5

800 - 859 AM 78.1 72.1 81.2 91.5 78.7 88.8 86.6 95.6 83.8 81.9 81.8 74.4
64.5 81.9

900 - 959 AM 84.1 75.8 79.9 81.7 66.8 86.2 89.7 84.3 87.1 76.3 82.0 74.1
78.7 79.8

1000 - 1059 AM 83.0 71.9 79.0 70.7 77.1 77.1 84.2 82.6 80.3 57.6 83.7
74.1 81.7 78.4

1100 - 1159 AM 69.0 79.6 78.7 75.5 87.0 80.0 87.9 79.7 69.3 46.6 83.4
75.3 75.6 77.5

1200 - 1259 PM 76.4 77.9 76.8 71.1 76.0 79.7 88.9 78.5 72.3 45.7 80.4
71.1 81.4 75.5

100 - 159 PM 79.2 74.3 73.5 71.5 71.7 74.4 87.5 82.7 74.0 42.9 80.9 68.3
77.8 76.1

200 - 259 PM 79.6 79.3 75.4 72.4 79.1 74.8 84.4 77.1 69.5 46.6 83.3 72.1
79.6 75.2

300 - 359 PM 77.0 75.5 73.3 69.5 73.1 77.5 89.3 73.3 76.8 54.3 76.9 70.0
80.4 75.4

400 - 459 PM 75.7 71.2 67.4 62.8 68.6 75.3 79.2 64.6 65.4 48.2 75.4 67.6
79.5 71.5

500 - 559 PM 74.9 67.0 71.6 63.2 63.5 73.7 82.7 70.2 66.9 56.6 79.0 64.0
65.0 71.6

600 - 659 PM 69.9 72.3 66.1 60.9 61.8 73.9 84.8 70.2 66.1 49.1 83.2 64.3
80.8 68.1

700 - 759 PM 73.5 74.0 66.0 66.7 71.2 74.4 80.7 72.3 68.2 45.8 71.3 67.3
74.2 71.2

800 - 859 PM 70.1 67.8 65.4 62.2 65.1 73.5 79.2 61.8 63.4 48.3 77.2 65.6
66.7 67.8

900 - 959 PM 69.4 69.8 64.1 66.3 68.9 73.2 76.6 72.2 68.1 45.4 71.7 68.9
67.8 69.5

1000 - 1059 PM 64.3 74.8 65.8 62.6 73.7 69.3 78.5 67.3 64.7 46.9 65.9
69.2 67.8 68.5

1100 - 559 AM 68.5 75.0 79.8 64.0 75.2 73.7 82.8 78.1 67.9 71.3 90.0
69.6 73.7 73.5

TOTAL, ALL ARRIVALS,

BY AIRPORT 74.3 72.9 73.4 69.2 71.4 76.9 84.1 75.4 70.7 54.4 78.3 70.5
75.1 74.3

JANUARY 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 91.4 90.4 94.4 89.5 91.9 92.3 90.4 89.2 82.6 90.9 93.6 87.0
93.8 90.4 93.3 96.8

700 - 759 AM 92.2 89.7 92.5 92.2 94.0 92.5 90.3 90.9 81.2 92.0 93.4 90.1
92.0 91.6 89.4 94.8

800 - 859 AM 87.1 86.2 93.8 91.0 92.0 88.8 86.0 89.7 76.6 85.6 89.6 87.9
94.3 88.0 87.7 90.0

900 - 959 AM 78.3 83.8 90.8 90.0 88.6 88.1 86.4 86.3 72.7 84.5 78.6 83.4
80.4 85.1 86.4 90.6

1000 - 1059 AM 85.2 84.5 93.8 84.7 90.3 87.5 81.5 84.1 75.8 83.5 81.8
91.9 74.9 73.7 84.7 88.1

1100 - 1159 AM 77.4 85.4 89.9 86.7 90.1 84.4 79.0 83.5 84.1 78.7 86.0
90.1 73.4 72.1 78.5 90.0

1200 - 1259 PM 81.1 78.7 85.9 88.9 90.6 83.6 81.2 79.2 71.9 82.9 83.7
90.1 76.1 73.2 84.2 87.9

100 - 159 PM 82.1 82.0 84.6 84.1 90.0 84.2 79.5 88.7 77.0 81.7 84.6 71.0
73.1 71.1 82.4 79.8

200 - 259 PM 80.1 77.8 83.0 84.7 84.8 80.9 79.4 79.1 74.3 68.4 80.1 71.0
72.1 73.1 77.9 80.8

300 - 359 PM 76.9 74.0 84.3 82.8 86.3 84.1 82.5 75.7 68.0 70.3 73.6 81.7
71.4 69.0 79.9 82.8

400 - 459 PM 72.9 77.1 78.8 78.0 87.8 83.3 74.7 69.3 66.9 67.6 90.8 80.6
71.3 79.8 78.7 83.3

500 - 559 PM 71.7 71.8 81.2 82.3 82.4 77.8 74.7 77.2 72.4 64.4 77.6 71.2
69.9 67.0 76.7 80.1

600 - 659 PM 63.1 67.5 72.4 82.8 81.4 80.5 78.3 76.5 65.4 68.4 78.0 70.0
68.3 65.0 73.0 78.5

700 - 759 PM 68.9 69.5 82.9 75.0 79.8 84.0 71.6 80.8 64.2 64.3 76.1 76.6
65.5 63.5 73.2 83.8

800 - 859 PM 66.8 75.7 74.9 81.5 85.5 81.0 71.4 75.9 63.3 65.6 77.6 83.9
74.5 64.8 70.8 80.6

900 - 959 PM 74.7 88.9 86.2 84.4 82.4 86.8 71.6 85.2 64.1 70.5 75.2 75.4
70.3 74.5 80.7 81.3

1000 - 1059 PM 83.9 87.1 J/ 87.2 89.1 J/ J/ 83.1 69.5 J/ 83.9 74.0 86.5
82.8 J/ 95.2

1100 - 559 AM 74.9 J/ 96.8 J/ J/ J/ 91.9 J/ 91.2 88.7 81.8 80.6 82.3
90.1 92.9 100.0

TOTAL, ALL DEPARTURES,

BY AIRPORT 78.1 80.1 86.3 84.8 87.4 84.7 79.7 81.3 71.5 76.9 81.3 80.1
78.2 77.1 81.6 85.7

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 87.5 91.2 88.6 84.7 93.9 94.1 96.6 95.7 91.6 88.3 93.9 87.9
92.3 90.9

700 - 759 AM 91.8 76.6 85.0 85.5 91.3 92.5 91.5 92.9 92.1 89.5 94.8 84.9
93.8 89.4

800 - 859 AM 88.2 79.8 83.5 84.5 86.3 89.8 86.5 90.2 86.2 76.9 87.4 80.5
96.9 86.8

900 - 959 AM 91.7 73.8 78.8 74.1 77.2 84.9 85.8 81.4 88.5 78.8 85.4 79.0
88.7 82.4

1000 - 1059 AM 74.8 79.0 80.0 77.4 78.1 78.7 86.1 74.8 86.4 70.5 82.3
78.9 87.7 81.5

1100 - 1159 AM 82.5 73.0 77.3 74.5 79.8 74.5 84.5 80.3 76.6 58.5 83.4
79.5 80.9 78.7

1200 - 1259 PM 76.2 79.8 79.0 64.2 79.0 75.8 89.2 79.8 73.1 50.5 76.7
76.2 82.2 78.7

100 - 159 PM 78.4 74.6 78.5 76.2 77.4 73.9 92.7 73.4 80.1 55.0 76.2 74.3
80.9 77.8

200 - 259 PM 86.1 74.9 72.2 78.5 74.2 69.1 86.5 70.7 76.2 55.6 88.4 74.1
80.5 76.8

300 - 359 PM 82.2 78.7 73.7 69.6 83.0 71.2 78.0 76.8 71.9 55.4 80.5 71.4
76.9 75.2

400 - 459 PM 74.4 70.9 69.8 71.8 77.3 66.6 84.0 66.0 73.6 57.1 78.2 73.1
79.8 74.5

500 - 559 PM 77.7 72.6 66.8 68.8 69.0 71.3 80.9 64.7 65.0 51.0 83.4 70.9
76.6 72.3

600 - 659 PM 64.1 67.2 68.4 59.4 62.2 69.8 84.6 67.1 73.1 46.4 81.6 63.8
69.6 70.5

700 - 759 PM 73.8 68.0 67.5 64.1 72.9 71.3 80.6 69.3 65.3 48.3 65.0 68.9
83.4 70.8

800 - 859 PM 72.3 68.9 67.2 62.5 72.9 74.5 83.5 64.4 61.3 38.4 83.2 67.5
73.7 72.6

900 - 959 PM 78.4 66.1 65.3 J/ 79.8 69.6 84.5 65.5 70.6 53.6 83.0 70.3
71.2 74.1

1000 - 1059 PM J/ 77.4 72.8 80.7 74.2 74.3 91.0 87.3 77.8 71.5 85.3 77.3
73.3 79.9

1100 - 559 AM 85.5 90.3 92.3 83.3 98.4 91.2 100.0 98.6 85.4 81.7 95.7 J/
100.0 84.0

TOTAL, ALL DEPARTURES,

BY AIRPORT 80.7 72.9 75.4 75.0 78.0 76.7 85.5 78.8 79.2 63.4 83.2 74.3
83.6 78.5

NOTE: DEPARTURES LESS THAN 15 MINUTES AFTER SCHEDULED DEPARTURE TIME ARE
CONSIDERED ON TIME; CANCELLED FLIGHTS COUNT AS LATE

DEPARTURES; DIVERTED FLIGHTS ARE ON TIME OR LATE, DEPENDING ON ACTUAL
DEPARTURE TIME.

JANUARY 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

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

UA 43 ORD-HNL 1000 31 93.55 48 40

UA 189 SFO-HNL 1850 31 90.32 53 48

UA 825 SFO-HNL 0850 31 90.32 44 44

DL 885 JFK-MIA 1859 31 87.10 41 29

UA 2407 SEA-SFO 2050 26 84.62 53 45

NW 1066 MSP-MDW 0720 26 84.62 44 36

DL 106 PHL-JFK 1655 30 83.33 31 25

HP 2606 PHX-SFO 1150 31 80.65 70 53

UA 935 LAX-HNL 1800 31 80.65 45 30

DL 1565 LAX-OGG 1150 31 80.65 41 38

DL 1036 FLL-ATL 1820 31 80.65 40 23

DL 187 SJU-ATL 1515 31 80.65 36 35

TW 778 LAS-JFK 2310 31 80.65 33 35

TW 671 STL-CID 1854 15 80.00 38 19

DL 2189 EWR-ATL 0825 25 80.00 27 28

JANUARY 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

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

UNITED 2062 51 2.5

DELTA 2539 19 0.7

NORTHWEST 1518 10 0.7

AMERICA WEST 565 3 0.5

TWA 781 4 0.5

ALASKA 395 2 0.5

AMERICAN 1843 2 0.1

SOUTHWEST 2295 1 0.0

CONTINENTAL 1116 0 0.0

US AIRWAYS 1957 0 0.0

TOTAL 15071 92 0.6

JANUARY 1998

AIR TRAVEL CONSUMER REPORT

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

PERCENT REPORTED PERCENT REPORTED

ON-TIME OPERATIONS ON-TIME OPERATIONS

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

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

AKRON/CANTON, OH. (CAK) 87.1 92.5 93 93 DUTCH HARBOR, AK. (DUT) 59.7
54.8 62 62

ALBANY, N.Y. (ALB) 80.3 85.6 946 945 EAGLE, CO. (EGE) 70.6 79.9 347 344

ALBUQUERQUE, N.M. (ABQ) 80.9 83.9 3,015 3,012 EL PASO, TX. (ELP) 82.7
85.1 2,136 2,138

ALLENTOWN, PA. (ABE) 78.5 85.2 568 569 ELMIRA, N.Y. (ELM) 81.7 94.8 115
115

AMARILLO, TX. (AMA) 78.1 84.1 402 403 ERIE, PA. (ERI) 86.6 93.3 119 119

ANCHORAGE, AK. (ANC) 73.9 83.4 1,401 1,401 EUGENE, OR. (EUG) 50.0 49.5
192 192

ASHEVILLE, N.C. (AVL) 86.1 91.7 180 180 FAIRBANKS, AK. (FAI) 81.5 86.6
389 389

ATLANTA, GA. (ATL) 69.4 78.1 21,878 21,884 FARGO, N.D. (FAR) 65.4 83.5
182 182

AUGUSTA, GA. (AGS) 69.4 78.0 186 186 FAYETTEVILLE, N.C. (FAY) 77.4 93.2
146 146

AUSTIN, TX. (AUS) 78.9 85.5 3,119 3,124 FLINT, MI. (FNT) 66.4 71.7 119
120

BALTIMORE, MD. (BWI) 79.9 86.3 5,441 5,441 FRESNO, CA. (FAT) 76.1 87.0
155 154

BANGOR, ME. (BGR) 50.5 87.1 93 93 FT. LAUDERDALE, FL. (FLL) 73.9 81.4
3,553 3,552

BARROW, AK. (BRW) 83.1 90.1 71 71 FT. MYERS, FL. (RSW) 71.3 82.4 1,399
1,398

BATON ROUGE, LA. (BTR) 74.6 85.2 398 398 FT. WAYNE, IN. (FWA) 76.9 84.3
173 172

BETHEL, AK. (BET) 84.5 86.9 84 84 GRAND FORKS, N.D. (GFK) 48.7 84.1 113
113

BILLINGS, MT. (BIL) 69.2 87.0 247 247 GRAND RAPIDS, MI. (GRR) 73.0 85.6
749 748

BINGHAMTON, N.Y. (BGM) 73.9 86.4 88 88 GREAT FALLS, MT. (GTF) 74.2 85.3
217 217

BIRMINGHAM, AL. (BHM) 79.7 85.7 1,595 1,596 GREEN BAY, WI. (GRB) 61.6
84.9 224 225

BISMARCK, N.D. (BIS) 71.4 89.2 119 120 GREENSBORO/HIGH PT., N.C. (GSO)
72.9 84.8 1,277 1,276

BOISE, ID. (BOI) 76.2 80.0 969 968 GREENVILLE/SPARTBG., S.C. (GSP) 74.3
84.0 587 587

BOSTON, MA. (BOS) 70.5 80.1 8,008 8,012 GUNNISON, CO. (GUC) 79.4 87.1 63
62

BOZEMAN, MT. (BZN) 67.6 86.6 173 172 HARLINGEN, TX. (HRL) 81.4 83.6 355
354

BRISTOL, TN. (TRI) 84.9 87.4 119 119 HARRISBURG, PA. (MDT) 73.2 87.2 641
640

BROWNSVILLE, TX. (BRO) 77.4 83.3 31 30 HARTFORD, CT./SPGFLD, MA. (BDL)
75.9 84.1 2,218 2,220

BUFFALO, N.Y. (BUF) 77.1 83.3 1,483 1,481 HELENA, MT. (HLN) 72.6 88.7 62
62

BURBANK, CA. (BUR) 74.7 77.9 2,322 2,321 HONOLULU, OAHU, HI. (HNL) 44.4
83.0 1,042 1,043

BURLINGTON, VT. (BTV) 61.3 71.4 217 217 HOUSTON, TX. (HOU) 76.7 75.0
4,681 4,685

CEDAR RAPIDS/IOWA CTY,IA. (CID) 67.8 77.9 515 515 HOUSTON, TX. (IAH)
75.8 81.3 10,517 10,515

CHARLESTON, S.C. (CHS) 76.1 87.0 614 614 HUNTSVILLE/DECATUR, AL. (HSV)
79.4 85.4 515 515

CHARLESTON, W.V. (CRW) 75.5 88.1 143 143 IDAHO FALLS, ID. (IDA) 78.5
90.3 93 93

CHARLOTTE, N.C. (CLT) 83.3 84.8 10,527 10,531 INDIANAPOLIS, IN. (IND)
76.9 83.9 2,860 2,862

CHATTANOOGA, TN. (CHA) 78.6 91.1 112 112 INDIO/PALM SPRINGS, CA. (PSP)
78.1 88.2 567 566

CHICAGO, IL. (MDW) 76.8 75.5 3,709 3,710 ISLIP/LONG IS., N.Y. (ISP) 81.8
85.0 187 187

CHICAGO, IL. (ORD) 73.4 75.4 24,479 24,482 ITHACA, N.Y. (ITH) 87.0 92.2
115 115

CINCINNATI, OH. (CVG) 81.0 87.4 7,040 7,042 JACKSON/VICKSBURG, MS. (JAN)
81.4 87.3 753 753

CLEVELAND, OH. (CLE) 79.0 85.7 5,154 5,160 JACKSON, WY. (JAC) 65.4 59.5
191 190

COLORADO SPRINGS, CO. (COS) 77.0 83.8 1,134 1,136 JACKSONVILLE, FL.
(JAX) 75.4 86.2 1,855 1,858

COLUMBIA, S.C. (CAE) 77.1 81.4 511 510 JUNEAU, AK. (JNU) 72.8 79.2 279
279

COLUMBUS, OH. (CMH) 76.0 83.0 3,398 3,402 KAHULUI, MAUI, HI. (OGG) 48.4
75.8 248 248

CORDOVA, AK. (CDV) 82.3 87.1 62 62 KALAMAZOO, MI. (AZO) 64.8 69.7 145
145

CORPUS CHRISTI, TX. (CRP) 73.8 80.5 271 272 KALISPELL, MT. (FCA) 83.6
76.1 67 67

DALLAS/FT. WORTH, TX. (DAL) 79.8 77.6 3,933 3,930 KANSAS CITY, MO. (MCI)
77.1 82.0 4,755 4,753

DALLAS/FT. WORTH, TX. (DFW) 81.0 81.3 20,987 20,973 KETCHIKAN, AK. (KTN)
74.7 83.3 186 186

DAYTON, OH. (DAY) 77.5 85.9 930 928 KING SALMON, AK. (AKN) 100.0 100.0
18 18

DAYTONA BEACH, FL. (DAB) 72.0 83.5 279 279 KNOXVILLE, TN. (TYS) 74.0
83.4 732 735

DEADHORSE, AK. (SCC) 77.4 83.9 31 31 KODIAK, AK. (ADQ) 69.4 75.8 62 62

DENVER, CO. (DEN) 79.4 79.7 11,494 11,484 KONA, HAWAII., HI. (KOA) 33.3
79.0 63 62

DES MOINES, IA. (DSM) 71.8 82.1 620 620 KOTZEBUE, AK. (OTZ) 83.9 85.5 62
62

DETROIT, MI. (DTW) 74.8 71.5 13,230 13,223 LA CROSSE, WI. (LSE) 62.3
83.6 61 61

DILLINGHAM, AK. (DLG) 100.0 100.0 18 18 LAFAYETTE, LA. (LFT) 64.5 83.9
31 31

DULUTH, MN. (DLH) 61.7 78.3 115 115 LANSING, MI. (LAN) 57.1 78.6 182 182

DURANGO, CO. (DRO) 90.3 87.1 31 31 LAS VEGAS, NV. (LAS) 77.6 78.2 10,052
10,055

JANUARY 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) 77.3 87.2 335 335 ROANOKE, VA. (ROA) 85.7
90.3 217 217

LINCOLN, NE. (LNK) 76.7 78.8 236 236 ROCHESTER, MN. (RST) 61.3 79.2 230
231

LITTLE ROCK, AR. (LIT) 77.6 84.3 1,131 1,132 ROCHESTER, N.Y. (ROC) 78.5
85.2 1,207 1,204

LONG BEACH, CA. (LGB) 82.7 85.2 237 236 SACRAMENTO, CA. (SMF) 76.8 80.8
3,037 3,036

LOS ANGELES, CA. (LAX) 74.9 77.1 15,415 15,412 SAGINAW, MI. (MBS) 71.1
81.4 388 388

LOUISVILLE, KY. (SDF) 78.1 84.1 2,114 2,113 SALT LAKE CITY, UT. (SLC)
78.3 83.2 7,374 7,375

LUBBOCK, TX. (LBB) 80.0 85.8 586 586 SAN ANTONIO, TX. (SAT) 78.5 85.5
3,182 3,181

MADISON, WI. (MSN) 67.7 81.7 418 420 SAN DIEGO, CA. (SAN) 75.4 78.8
5,607 5,604

MANCHESTER, N.H. (MHT) 77.1 80.1 428 428 SAN FRANCISCO, CA. (OAK) 76.3
78.8 4,845 4,845

MEDFORD, OR. (MFR) 36.2 51.1 94 94 SAN FRANCISCO, CA. (SFO) 54.4 63.4
11,512 11,497

MELBOURNE, FL. (MLB) 67.5 91.1 191 192 SAN JOSE, CA. (SJC) 76.2 80.4
4,013 4,019

MEMPHIS, TN. (MEM) 80.3 79.2 4,353 4,351 SAN JUAN, P.R. (SJU) 74.8 84.2
1,922 1,925

MIAMI, FL. (MIA) 74.3 80.7 5,662 5,653 SANTA BARBARA, CA. (SBA) 51.3
47.5 117 118

MIDLAND/ODESSA, TX. (MAF) 79.3 82.8 546 548 SARASOTA/BRAD., FL. (SRQ)
73.2 82.7 544 544

MILWAUKEE, WI. (MKE) 69.6 81.1 1,317 1,317 SAVANNAH, GA. (SAV) 76.6 83.9
461 461

MINNEAPLS/ST.P, MN. (MSP) 72.9 72.9 11,439 11,442
SCRANTON/WILKES-BARRE,PA. (AVP) 73.5 88.4 155 155

MINOT, N.D. (MOT) 61.8 83.1 89 89 SEATTLE, WA. (SEA) 70.7 79.2 7,555
7,555

MISSION/MCALLEN, TX. (MFE) 80.1 86.8 271 272 SHREVEPORT, LA. (SHV) 77.3
86.1 330 330

MISSOULA, MT. (MSO) 71.6 74.8 155 155 SIOUX CITY, IA. (SUX) 49.1 84.5 57
58

MOBILE,AL./PASCAGOULA,MS. (MOB) 77.4 82.3 372 372 SIOUX FALLS, S.D.
(FSD) 67.2 81.3 329 331

MOLINE, IL. (MLI) 84.7 86.9 144 145 SITKA, AK. (SIT) 82.8 82.8 93 93

MONROE, LA. (MLU) 79.0 91.4 186 186 SOUTH BEND, IN. (SBN) 76.1 86.7 293
293

MONTEREY, CA. (MRY) 62.3 70.5 61 61 SPOKANE, WA. (GEG) 78.4 86.3 1,230
1,230

MONTGOMERY, AL. (MGM) 75.8 81.7 186 186 SPRINGFIELD, MO. (SGF) 84.0 86.1
144 144

MONTROSE, CO. (MTJ) 84.3 90.2 51 51 ST. CROIX, V.I. (STX) 83.9 92.5 93
93

MYRTLE BEACH, S.C. (MYR) 85.9 90.8 185 185 ST. LOUIS, MO. (STL) 70.5
74.3 14,860 14,867

NASHVILLE, TN. (BNA) 82.1 85.3 4,197 4,195 ST. THOMAS, V.I. (STT) 78.8
86.2 217 217

NEW ORLEANS, LA. (MSY) 78.4 84.4 4,149 4,147 STEAMBOAT SPRINGS, CO.
(HDN) 77.5 80.1 178 176

NEW YORK, N.Y. (JFK) 68.1 80.1 3,516 3,509 SYRACUSE, N.Y. (SYR) 78.0
87.0 935 934

NEW YORK, N.Y. (LGA) 72.3 81.6 7,937 7,932 TALLAHASSEE, FL. (TLH) 77.9
77.4 217 217

NEWARK, N.J. (EWR) 67.0 76.9 9,776 9,777 TAMPA, FL. (TPA) 75.1 83.6
4,448 4,446

NEWBURGH, N.Y. (SWF) 62.7 90.3 217 217 TOLEDO, OH. (TOL) 77.1 84.9 205
205

NOME, AK. (OME) 74.2 83.9 62 62 TRAVERSE CITY, MI. (TVC) 70.5 78.4 88 88

NORFOLK/VA. BEACH, VA. (ORF) 76.4 86.7 1,341 1,341 TUCSON, AZ. (TUS)
79.1 85.4 1,657 1,658

OKLAHOMA CITY, OK. (OKC) 78.5 82.7 1,694 1,693 TULSA, OK. (TUL) 76.3
80.9 1,567 1,565

OMAHA, NE. (OMA) 72.0 80.4 1,419 1,422 VALPARAISO, FL. (VPS) 78.5 90.3
93 93

ONTARIO, CA. (ONT) 76.2 81.4 2,950 2,951 WASHINGTON, D.C. (DCA) 77.3
84.7 6,978 6,974

ORANGE COUNTY, CA. (SNA) 81.3 86.0 2,899 2,906 WASHINGTON, D.C. (IAD)
74.9 83.8 3,291 3,293

ORLANDO, FL. (MCO) 78.4 85.7 7,354 7,353 WEST PALM BEACH, FL. (PBI) 71.5
84.2 2,084 2,083

PASCO, WA. (PSC) 71.8 81.5 124 124 WHITE PLAINS, N.Y. (HPN) 64.0 73.6
491 492

PENSACOLA, FL. (PNS) 75.8 83.7 583 583 WICHITA, KS. (ICT) 76.0 84.1 655
656

PETERSBURG, AK. (PSG) 67.7 77.4 62 62 WILMINGTON, N.C. (ILM) 80.7 91.7
181 181

PHILADELPHIA, PA. (PHL) 71.4 78.0 9,170 9,173 WRANGELL, AK. (WRG) 72.6
80.6 62 62

PHOENIX, AZ. (PHX) 76.9 76.7 14,528 14,536 YAKUTAT, AK. (YAK) 77.4 88.7
62 62

PITTSBURGH, PA. (PIT) 84.1 85.5 9,421 9,422

PORTLAND, ME. (PWM) 78.5 87.0 522 522

PORTLAND, OR. (PDX) 69.2 75.0 4,544 4,547

PROVIDENCE, R.I. (PVD) 80.1 86.9 1,775 1,776

RALEIGH/DURHAM, N.C. (RDU) 75.2 86.6 2,256 2,258

RAPID CITY, S.D. (RAP) 68.7 89.6 67 67

RENO, NV. (RNO) 77.3 81.2 2,278 2,281

RICHMOND, VA. (RIC) 77.9 85.6 1,259 1,259

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

***JANUARY***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

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

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

  ------------ --------------- --------------- ------------------ -- ------------------ --- --------------- ------------------ -- ------------------
                               ***TOTAL***                           ***REPORTS***          ***TOTAL***                           ***REPORTS***

  ***JAN                       ***BAGGAGE***   ***ENPLANED***        ***PER 1,000***        ***BAGGAGE***   ***ENPLANED***        ***PER 1,000***
  '98***                                                                                                                          

  ***RANK***   ***AIRLINE***   ***REPORTS***   ***PASSENGERS***      ***PASSENGERS***       ***REPORTS***   ***PASSENGERS***      ***PASSENGERS***
  ------------ --------------- --------------- ------------------ -- ------------------ --- --------------- ------------------ -- ------------------

  ------ ------------------- -- ------------- ----------------- ---------- --- ------------- ----------------- ----------
  1      ***America West***     5,035         1,246,966         **4.04**       7,015         1,407,975         **4.98**

  2      ***US Airways***       16,329        3,978,015         **4.10**       21,135        4,199,085         **5.03**

  3      ***Continental***      11,438        2,509,013         **4.56**       13,388        2,553,971         **5.24**

  4      ***Southwest***        18,918        4,015,214         **4.71**       20,340        4,403,383         **4.62**

  5      ***American***         27,274        4,966,751         **5.49**       31,766        5,015,356         **6.33**

  6      ***Delta***            40,359        7,181,335         **5.62**       42,197        7,433,298         **5.68**

  7      ***TWA***              11,175        1,672,763         **6.68**       13,787        1,561,056         **8.83**

  8      ***Alaska***           6,010         787,664           **7.63**       7,419         780,972           **9.50**

  9      ***Northwest***        26,277        3,281,288         **8.01**       25,658        3,237,555         **7.93**

  10     ***United***           48,538        5,366,462         **9.04**       50,589        5,322,723         **9.50**

                                                                                                               

         **Total**              **211,353**   **395,005,471**   **6.04**       **233,294**   **359,915,374**   **6.50**
  ------ ------------------- -- ------------- ----------------- ---------- --- ------------- ----------------- ----------

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

***October-December***

***PASSENGERS DENIED BOARDING***

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

  --------------- -------------------------- -- --------------------------
                  ***OCTOBER-DECEMBER           ***OCTOBER-DECEMBER
                  1997***                       1996***

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

  ------------ --------------- ----------------- ------------------- ------------------ ---------------- ---------- ---------------- -- -- ----------------- ----------- ------------------- ------------------ ---------------- ---------- ---------------- --
  ***OCT-DEC   ***AIRLINE***   ***DENIED                                                ***ENPLANED***              ***INVOLUNTARY                           ***DENIED                                          ***ENPLANED***              ***INVOLUNTARY   
  '97***                       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***                    
  ------------ --------------- ----------------- ------------------- ------------------ ---------------- ---------- ---------------- -- -- ----------------- ----------- ------------------- ------------------ ---------------- ---------- ---------------- --

  ---- ------------------- ------------- ----------- ----------------- ---------- ---- ------------- ------------ ----------------- -----------
  1    ***Continental***   15,523        59          8,923,578         **0.07**        17,826        179          8,345,586         **0.21**

                                                                                                                                    

  2    ***Northwest***     23,393        350         12,268,417        **0.29**        17,215        707          11,659,556        **0.61**

                                                                                                                                    

  3    ***American***      47,127        610         17,926,721        **0.34**        46,206        2,779        17,779,839        **1.56**

                                                                                                                                    

  4    ***US Airways***    17,429        482         13,869,433        **0.35**        22,295        1,622        14,099,910        **1.15**

                                                                                                                                    

  5    ***United***        35,307        913         18,857,122        **0.48**        18,252        639          18,162,280        **0.35**

                                                                                                                                    

  6    ***Delta***         52,338        2,577       24,769,286        **1.04**        46,066        3,324        23,178,067        **1.43**

                                                                                                                                    

  7    ***TWA***           9,295         656         5,572,315         **1.18**        9,685         443          5,290,869         **0.84**

                                                                                                                                    

  8    ***Southwest***     18,417        2,196       14,034,704        **1.56**        20,480        3,775        14,284,591        **2.64**

                                                                                                                                    

  9    ***America West***  12,154        719         4,481,937         **1.60**        19,603        5,210        4,606,796         **11.31**

                                                                                                                                    

  10   ***Alaska***        4,499         1,040       2,948,815         **3.53**        6,854         872          2,794,753         **3.12**

                                                                                                                                    

       **TOTAL**           **235,482**   **9,602**   **123,652,328**   **0.78**        **224,482**   **19,550**   **120,202,247**   **1.63**
  ---- ------------------- ------------- ----------- ----------------- ---------- ---- ------------- ------------ ----------------- -----------

> \* 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-December***

***PASSENGERS DENIED BOARDING***

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

  --------------- -------------------------- -- --------------------------
                  ***JANUARY-DECEMBER           ***JANUARY-DECEMBER
                  1997***                       1996***

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

  ------------ --------------- ----------------- ------------------- --------------- ------------------ ---------- ---------------- -- -- ----------------- ----------- ------------------- --------------- ------------------ ---------- ---------------- --
  ***JAN-DEC   ***AIRLINE***   ***DENIED                                             ***PASSENGERS***              ***INVOLUNTARY                           ***DENIED                                       ***PASSENGERS***              ***INVOLUNTARY   
  '97***                       BOARDINGS                                                                           DB\'S***                                 BOARDINGS                                                                     DB\'S***         
                               (DB'S)***                                                                                                                    (DB'S)***                                                                                      

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

  ---- ------------------- --------------- ------------ ----------------- ---------- ---- ------------- ------------ ----------------- ----------
  1    ***Continental***   66,945          360          35,791,535        **0.10**        64,471        636          33,435,485        **0.19**

                                                                                                                                       

  2    ***United***        110,754         3,792        76,642,828        **0.49**        102,754       4,055        74,736,811        **0.54**

                                                                                                                                       

  3    ***Northwest***     96,118          2,655        49,859,313        **0.53**        87,232        2,677        48,149,838        **0.56**

                                                                                                                                       

  4    ***American***      215,003         4,596        73,122,003        **0.63**        172,249       5,718        72,054,667        **0.79**

                                                                                                                                       

  5    ***US Airways***    85,232          4,662        57,540,342        **0.81**        97,340        7,445        55,496,573        **1.34**

                                                                                                                                       

  6    ***TWA***           31,862          2,930        22,546,838        **1.30**        46,828        1,943        22,210,967        **0.87**

                                                                                                                                       

  7    ***Delta***         259,413         15,297       100,230,962       **1.53**        180,475       11,586       89,211,145        **1.30**

                                                                                                                                       

  8    ***America West***  59,441          3,771        19,044,151        **1.98**        62,607        7,896        18,129,879        **4.36**

                                                                                                                                       

  9    ***Southwest***     72,142          12,074       55,935,896        **2.16**        64,775        13,230       55,372,360        **2.39**

                                                                                                                                       

  10   ***Alaska***        21,016          3,409        12,245,891        **2.78**        20,145        2,651        11,757,553        **2.25**

                                                                                                                                       

       **TOTAL**           **1,017,926**   **53,546**   **502,959,759**   **1.06**        **898,876**   **57,837**   **480,555,278**   **1.20**
  ---- ------------------- --------------- ------------ ----------------- ---------- ---- ------------- ------------ ----------------- ----------

> \* 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

JANUARY 1998 JANUARY 1997

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 521 36 1 65 518 38 2 91

FOREIGN AIRLINES 63 0 0 3 62 1 0 9

CARGO COMPANIES 1 0 0 0 0 0 0 0

TRAVEL AGENTS 1 0 0 0 1 0 0 0

TOUR OPERATORS 22 0 0 1 4 0 0 1

MISCELLANEOUS 21 6 0 9 30 9 0 20

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

INDUSTRY TOTALS 629 42 1 78 615 48 2 121

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

JANUARY 1998 JANUARY 1997

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 159 1 164

DELAYS\...\...\...\.... 36 34

CANCELLATIONS\...\... 62 68

MISCONNECTIONS\..... 19 20

CUSTOMER SERVICE\...\..... 2 124 2 105

BAGGAGE\...\...\...\...\..... 3 100 3 98

TICKETING/BOARDING\...\... 4 91 4 96

DISABLED\...\...\..... 22 39

REFUNDS\...\...\...\...\..... 5 45 5 59

OVERSALES\...\...\...\...\... 6 30 6 45

TOURS\...\...\...\...\...\.... 7 27 10 3

FARES\...\...\...\...\...\.... 8 24 8 17

OTHER\...\...\...\...\...\.... 9 24 7 22

FREQUENT FLYER\..... 6 8

ADVERTISING\...\...\...\.... 10 4 9 5

SMOKING\...\...\...\...\..... 11 1 11 1

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

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

COMPLAINT TOTAL 629 615

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

\*\* INCLUDES FIGURES FOR SUB-CATEGORIES.

TABLE 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S.AIRLINES

BY COMPLAINT CATEGORY

JANUARY 1998

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

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

AIR SOUTH 0 0 0 0 6 0 0 0 0 0 0 0 6

AIRTRAN AIRWAYS 2 0 2 0 1 0 1 0 0 0 0 0 6

AMERICA WEST AIRLINES 5 0 4 1 1 2 4 0 0 0 0 0 17

AMERICAN AIRLINES 14 4 9 3 5 10 17 0 1 0 0 2 65

ATLANTIC SOUTHEAST AIRLINE 4 0 0 0 0 0 0 0 0 0 0 2 6

CARNIVAL AIR LINES 1 0 1 0 2 1 2 0 0 0 0 0 7

CONTINENTAL AIRLINES 3 2 6 0 0 5 5 0 0 0 0 1 22

DELTA AIR LINES 15 3 9 2 1 5 10 0 0 0 0 3 48

KIWI INTERNATIONAL AIRLINE 7 1 0 0 0 1 1 0 0 0 0 0 10

MESA AIRLINES 5 0 0 0 0 0 0 0 0 0 0 1 6

NORTHWEST AIRLINES 17 1 13 0 1 8 16 0 0 0 0 1 57

PAN AM 7 2 0 0 0 2 8 0 0 0 0 0 19

SOUTHWEST AIRLINES 1 1 4 1 0 3 2 0 0 0 0 0 12

SPIRIT AIRLINES 1 0 1 1 1 1 0 0 0 0 0 0 5

SUN JET INTERNATIONAL 20 1 3 1 3 2 5 0 1 0 2 1 39

TOWER AIR 10 5 1 0 0 1 6 0 1 0 1 3 28

TRANS WORLD AIRLINES 5 0 5 0 0 4 3 0 0 0 0 0 17

UNITED AIRLINES 17 1 5 4 5 17 21 0 0 0 0 2 72

US AIRWAYS 4 1 6 0 1 4 5 0 0 0 0 2 23

WESTERN PACIFIC AIRLINES 0 0 2 0 1 3 1 0 0 0 0 0 7

OTHER U.S. AIRLINES 10 1 4 1 7 11 10 0 1 0 0 4 49

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

JANUARY 1998 148 23 75 14 35 80 117 0 4 0 3 22 521

\% OF TOTAL COMPLAINTS 28.4 4.4 14.4 2.7 6.7 15.4 22.5 0.0 0.8 0.0 0.6
4.2

JANUARY 1997 147 35 78 15 50 75 98 1 3 0 1 15 518

\% OF TOTAL COMPLAINTS 28.4 6.8 15.1 2.9 9.7 14.5 18.9 0.2 0.6 0.0 0.2
2.9

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

JANUARY 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 JAN JAN PERCENT DEC PERCENT MONTHS PERCENT DATE
PERCENT

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

AIR SOUTH 6 1 16.67 0 0.00 2 33.33 3 50.00

AIRTRAN AIRWAYS 6 0 0.00 2 33.33 4 66.67 0 0.00

AMERICA WEST AIRLINES 17 9 52.94 2 11.76 5 29.41 1 5.88

AMERICAN AIRLINES 65 22 33.85 32 49.23 11 16.92 0 0.00

ATLANTIC SOUTHEAST AIRLIN 6 3 50.00 3 50.00 0 0.00 0 0.00

CARNIVAL AIR LINES 7 0 0.00 0 0.00 7 100.00 0 0.00

CONTINENTAL AIRLINES 22 8 36.36 6 27.27 8 36.36 0 0.00

DELTA AIR LINES 48 12 25.00 22 45.83 12 25.00 2 4.17

KIWI INTERNATIONAL AIRLIN 10 4 40.00 4 40.00 2 20.00 0 0.00

MESA AIRLINES 6 1 16.67 3 50.00 2 33.33 0 0.00

NORTHWEST AIRLINES 57 12 21.05 28 49.12 16 28.07 1 1.75

PAN AM 19 6 31.58 11 57.89 2 10.53 0 0.00

SOUTHWEST AIRLINES 12 2 16.67 2 16.67 8 66.67 0 0.00

SPIRIT AIRLINES 5 0 0.00 2 40.00 3 60.00 0 0.00

SUN JET INTERNATIONAL 39 7 17.95 23 58.97 7 17.95 2 5.13

TOWER AIR 28 17 60.71 3 10.71 7 25.00 1 3.57

TRANS WORLD AIRLINES 17 2 11.76 4 23.53 11 64.71 0 0.00

UNITED AIRLINES 72 22 30.56 31 43.06 19 26.39 0 0.00

US AIRWAYS 23 8 34.78 9 39.13 5 21.74 1 4.35

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

OTHER U.S. AIRLINES 49 16 32.65 18 36.73 10 20.41 5 10.20

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

TOTALS 521 152 29.17 210 40.31 143 27.45 16 3.07

PRIOR YEAR\'S TOTALS 518 92 17.76 230 44.40 194 37.45 2 0.39

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

JANUARY 1998

FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

BRITISH AIRWAYS 3 0 1 0 1 1 1 0 0 0 0 0 7

OTHER FOREIGN AIRLINES 8 6 9 2 6 17 5 1 0 0 1 1 56

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

TOTAL 11 6 10 2 7 18 6 1 0 0 1 1 63

CARGO COMPANIES

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

OTHER CARGO COMPANIES 0 0 0 0 0 0 0 0 0 0 0 1 1

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

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

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

TOUR OPERATORS

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

WORLDWIDE SPORT TRAVEL 0 0 0 0 0 0 0 0 0 0 19 0 19

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

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

TOTAL 0 0 1 0 0 0 1 0 0 0 20 0 22

MISCELLANEOUS

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

OTHER MISCELLANEOUS 0 1 5 8 2 2 0 0 0 0 3 0 21

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

TOTAL 0 1 5 8 2 2 0 0 0 0 3 0 21

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

***JANUARY***

***Consumer Complaints: Rankings***

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

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

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

  ------------ --------------- ------------------ -- -------------------- -- -------------------- --- ------------------ -- -------------------- -- --------------------
                                                                             ***COMPLAINTS***                                                       ***COMPLAINTS***

  ***JAN                                             ***SYSTEMWIDE***        ***PER 100,000***                              ***SYSTEMWIDE***        ***PER 100,000***
  '98***                                                                                                                                            

  ***RANK***   ***AIRLINE***   ***COMPLAINTS***      ***ENPLANEMENTS***      ***ENPLANEMENTS***       ***COMPLAINTS***      ***ENPLANEMENTS***      ***ENPLANEMENTS***
  ------------ --------------- ------------------ -- -------------------- -- -------------------- --- ------------------ -- -------------------- -- --------------------

  ----- ------------------- --------- ---------------- ---------- ----- --------- ---------------- ----------
  1     ***Southwest***     12        4,026,310        **0.30**         21        4,410,826        **0.48**

  2     ***Alaska***        3         892,176          **0.34**         12        856,236          **1.40**

  3     ***US Airways***    23        4,089,804        **0.56**         26        4,303,344        **0.60**

  4     ***Delta***         48        7,788,888        **0.62**         57        7,772,695        **0.73**

  5     ***Continental***   22        3,003,426        **0.73**         25        2,913,138        **0.86**

  6     ***T W A***         17        1,752,645        **0.97**         16        1,659,963        **0.96**

  7     ***American***      65        6,402,794        **1.02**         68        6,431,330        **1.06**

  8     ***United***        72        6,206,181        **1.16**         60        6,221,009        **0.96**

  9     ***America West***  17        1,287,776        **1.32**         29        1,446,904        **2.00**

  10    ***Northwest***     57        3,985,827        **1.43**         60        3,933,498        **1.53**

        **TOTAL**           **336**   **39,435,827**   **0.85**         **374**   **39,948,943**   **0.94**
  ----- ------------------- --------- ---------------- ---------- ----- --------- ---------------- ----------

> \* 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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