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

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

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

**Section Page**

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

***Flight Delays***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

**Section Page**

***Mishandled Baggage***

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

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

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

***Oversales***

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

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

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

***Consumer Complaints***

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

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

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

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

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

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

**Rankings, Table 5 (YTD)** \...\...\...\.....33

**Complaint Categories** \...\...\...\.....34

![](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"}

MARCH 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 82.4 86 82.5

AMERICAN S/ 29 78.7 95 78.6

SOUTHWEST S/ 14 74.8 52 76.7

DELTA S/ 29 75.1 122 75.6

ALASKA S/ 7 75.2 34 75.6

UNITED S/ 29 74.0 102 74.0

CONTINENTAL S/ 27 73.0 79 73.7

NORTHWEST S/ 28 72.9 114 72.9

TWA S/ 28 70.0 73 70.5

AMERICA WEST S/ 26 67.2 53 67.9

T O T A L 75.4 75.9

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

MARCH 1998

AIR TRAVEL CONSUMER REPORT

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

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

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

CARRIER APR-JUN 97 JUL-SEP 97 OCT-DEC 97 JAN-MAR 98 JAN 98 FEB 98 MAR 98
APR97-MAR98 SEP 87-MAR 98

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

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

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

ALASKA 82.3 (3) 72.3 (10) 70.3 (10) 70.7 (9) 69.3 (9) 66.5 (9) 75.6 (5)
73.6 (10) 78.5 (6)

AMERICA WEST 80.0 (5) 79.9 (6) 75.6 (9) 67.9 (10) 73.1 (6) 62.0 (10)
67.9 (10) 75.8 (8) 81.6 (2)

AMERICAN 79.5 (6) 84.0 (3) 79.9 (2) 79.6 (2) 78.6 (3) 81.9 (1) 78.6 (2)
80.8 (3) 79.9 (4)

CONTINENTAL 77.7 (9) 80.7 (5) 77.8 (4) 72.0 (7) 72.2 (7) 69.9 (8) 73.7
(7) 77.1 (5) 78.5 (7)

DELTA 72.4 (10) 76.7 (9) 75.7 (8) 75.0 (4) 75.5 (4) 73.7 (6) 75.6 (4)
75.1 (9) 77.3 (9)

NORTHWEST 78.5 (8) 77.9 (7) 77.0 (6) 73.6 (6) 69.1 (10) 79.3 (3) 72.9
(8) 76.7 (6) 80.8 (3)

SOUTHWEST 83.8 (2) 85.3 (2) 79.7 (3) 77.0 (3) 79.4 (2) 74.8 (5) 76.7 (3)
81.4 (1) 84.1 (1)

TWA 84.1 (1) 86.1 (1) 77.7 (5) 73.9 (5) 73.3 (5) 78.4 (4) 70.5 (9) 80.4
(4) 77.4 (8)

UNITED 78.7 (7) 76.7 (8) 76.3 (7) 71.6 (8) 69.4 (8) 71.5 (7) 74.0 (6)
75.8 (7) 77.1 (10)

US AIRWAYS 80.4 (4) 80.8 (4) 80.6 (1) 81.5 (1) 80.8 (1) 81.1 (2) 82.5
(1) 80.9 (2) 79.2 (5)

TOTAL 79.0 80.3 77.8 75.4 75.1 75.4 75.9 78.1 79.2

MARCH 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 768 75.8 1232 68.1 218 74.3 186 79.6 93 71.0 1006 77.9 673 80.5

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

CO 839 67.7 855 65.5 319 76.2 84 78.6 H/ 666 68.3 420 70.0

DL 18429 72.0 1798 74.9 372 72.0 239 85.4 6539 79.0 1241 82.5 589 74.2

HP 124 60.5 186 52.2 155 63.9 H/ H/ 93 76.3 240 60.4

NW 541 64.5 519 61.3 283 62.5 204 71.6 31 83.9 564 70.6 310 64.2

TW 209 61.7 217 63.1 186 75.8 120 70.8 141 71.6 298 75.8 182 61.5

UA 492 68.9 1109 69.8 367 69.5 93 75.3 173 65.3 519 74.0 9269 81.6

US 632 75.0 2181 75.4 2047 86.0 9706 86.3 H/ 2824 83.8 217 81.6

WN H/ H/ 1515 79.5 H/ H/ H/ H/

TOTAL 22034 71.7 8097 70.6 5462 78.9 10632 85.6 6977 78.5 7211 79.2
11900 79.6

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 14601 84.0 398 77.9 1040 68.7 633 81.8 885 73.0 322 82.9 1998 78.0

AS H/ H/ H/ H/ H/ 261 74.7 671 69.2

CO 513 76.2 297 69.0 6221 69.0 8543 81.0 H/ 344 69.2 785 63.3

DL 4047 78.1 310 67.1 651 68.7 434 73.7 868 62.8 744 71.5 1550 71.5

HP 213 60.6 93 52.7 217 36.9 155 63.2 172 44.8 2361 70.7 678 65.2

NW 442 66.5 10585 78.8 485 55.9 H/ 88 61.4 310 63.2 465 65.2

TW 324 71.3 275 71.6 182 67.0 H/ 975 71.5 186 61.8 310 65.5

UA 512 72.3 336 72.9 1007 70.1 398 74.4 532 68.4 1218 75.7 4975 73.7

US 329 85.7 462 83.5 443 76.5 270 86.7 13 92.3 155 81.9 426 82.4

WN H/ 611 68.4 H/ 200 76.0 H/ 4266 78.6 3515 70.4

TOTAL 20981 81.6 13367 77.5 10246 68.0 10633 80.3 3533 67.8 10167 74.9
15373 72.0

MARCH 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 1592 74.1 546 79.9 3260 81.0 497 70.2 9023 75.6 186 87.6 745 72.2

AS H/ H/ H/ H/ H/ 1564 79.0 H/

CO 458 76.4 615 73.8 415 71.8 169 57.4 559 65.7 62 66.1 279 73.8

DL 2184 78.3 2887 81.8 465 61.5 341 71.3 868 68.8 558 81.4 527 59.8

HP 62 67.7 76 56.6 93 66.7 124 72.6 155 51.0 151 65.6 151 61.6

NW 555 59.5 505 63.4 362 63.3 9288 75.9 837 59.7 124 60.5 413 66.6

TW 364 65.7 372 76.9 225 72.0 267 73.0 381 64.8 93 67.7 177 71.8

UA 745 69.0 462 79.4 466 76.6 616 75.0 12615 74.1 953 74.3 780 68.2

US 2251 80.5 1367 85.1 458 85.8 235 86.4 656 73.0 H/ 6374 74.7

WN H/ 894 83.7 H/ H/ H/ 892 84.1 H/

TOTAL 8211 75.2 7724 80.0 5744 77.1 11537 75.3 25094 73.5 4583 78.3 9446
72.5

ARRIVAL AIRPORT

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

PHX PIT SAN SEA SFO SLC STL TPA

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

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

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

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

AA 656 77.0 93 89.2 496 80.2 369 83.7 865 69.5 221 74.7 363 65.8 248
79.0

AS 279 71.0 H/ 338 74.3 3388 76.6 551 66.2 H/ H/ H/

CO 305 58.7 62 80.6 248 70.6 182 65.9 536 63.1 97 33.0 172 62.2 504 73.8

DL 806 71.1 279 73.5 465 74.4 558 80.1 713 64.7 5082 82.0 212 68.9 992
77.0

HP 5708 70.0 H/ 248 64.9 182 70.9 370 64.9 124 71.8 88 63.6 48 64.6

NW 469 58.0 230 70.0 186 62.4 434 74.4 372 62.4 124 55.6 470 61.9 463
66.3

TW 239 61.1 173 67.6 155 65.2 208 72.1 190 53.7 124 65.3 10703 70.6 248
76.2

UA 1147 65.4 150 78.7 1015 75.1 1385 73.9 7242 69.1 465 69.7 301 58.8
279 77.4

US 300 82.3 8626 85.1 124 83.9 155 82.6 337 82.8 H/ 208 71.2 1067 84.9

WN 4967 70.8 H/ 2348 74.3 960 85.0 536 66.2 1190 80.7 2616 68.4 872 80.4

TOTAL 14876 69.8 9613 84.0 5623 74.0 7821 77.2 11712 68.1 7427 79.2
15133 69.5 4721 78.0

MARCH 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 77.4 66.5 48.4 83.9 83.3 J/ J/ 88.5 82.8 73.0 91.8 60.1
96.6 89.4 J/ 69.9

700 - 759 AM 82.5 85.4 96.6 94.1 84.8 93.6 88.7 86.7 76.7 92.4 92.9 75.8
94.1 93.2 85.9 84.9

800 - 859 AM 79.0 84.0 91.7 91.0 82.9 86.2 87.2 88.0 84.7 75.1 79.3 54.4
94.8 85.9 83.6 95.7

900 - 959 AM 74.3 77.6 85.7 87.6 79.7 85.4 84.1 84.3 85.2 84.0 87.6 84.1
82.3 79.3 80.5 85.2

1000 - 1059 AM 76.8 77.1 89.8 88.9 85.3 82.2 82.0 87.5 82.5 81.6 90.0
83.9 85.0 72.3 81.7 90.5

1100 - 1159 AM 74.9 81.5 88.1 91.7 86.8 82.4 84.2 82.8 82.3 83.7 84.6 J/
83.8 68.5 78.9 82.9

1200 - 1259 PM 73.7 81.4 82.5 89.5 87.1 83.1 77.2 84.4 81.6 80.3 86.6
71.0 82.1 74.7 76.9 83.5

100 - 159 PM 83.0 77.6 87.0 86.0 74.9 84.0 81.0 84.9 85.9 72.1 78.0 83.9
73.4 72.9 77.5 83.0

200 - 259 PM 72.3 73.9 88.1 85.0 83.4 85.8 82.4 76.6 82.2 63.1 84.8 77.6
76.1 76.2 79.1 82.6

300 - 359 PM 74.8 73.0 81.6 84.4 87.3 81.3 76.8 84.4 75.6 64.7 83.9 76.1
69.5 75.9 80.6 86.6

400 - 459 PM 67.1 69.2 77.4 80.5 81.3 76.8 77.4 84.9 74.4 64.0 77.4 69.1
76.0 71.8 74.8 81.3

500 - 559 PM 71.9 60.8 80.4 85.3 68.0 72.8 79.0 81.0 77.3 62.6 75.5 61.3
70.3 69.9 73.2 76.2

600 - 659 PM 63.2 58.5 69.8 80.5 66.5 79.1 72.3 76.0 75.6 59.4 71.7 53.0
72.1 66.8 69.4 78.3

700 - 759 PM 66.5 60.3 69.5 78.8 74.1 78.0 78.4 76.7 70.0 60.7 74.6 64.8
69.8 67.0 72.2 73.9

800 - 859 PM 57.7 68.2 72.5 79.6 69.4 73.1 72.6 78.5 73.5 62.4 78.0 68.7
73.2 65.0 69.1 73.8

900 - 959 PM 68.2 65.6 74.8 78.5 72.4 67.5 68.9 77.1 69.8 60.5 74.0 71.6
61.6 63.4 68.0 65.4

1000 - 1059 PM 69.2 67.8 69.1 77.5 65.2 63.2 67.5 75.8 65.1 60.5 73.1
72.9 64.5 63.4 73.9 73.7

1100 - 559 AM 75.7 68.9 67.5 80.9 82.1 71.3 72.4 80.4 67.2 68.9 74.2
60.1 67.5 73.3 66.2 76.4

TOTAL, ALL ARRIVALS,

BY AIRPORT 71.7 70.6 78.9 85.6 78.5 79.2 79.6 81.6 77.5 68.0 80.3 67.8
74.9 72.0 75.2 80.0

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 66.1 85.4 83.0 J/ 75.1 J/ 91.9 J/ 77.6 90.3 J/ 83.9 86.1
81.4

700 - 759 AM 90.3 80.8 85.3 97.5 88.4 99.0 92.9 97.1 93.4 95.1 90.1 79.1
98.1 88.3

800 - 859 AM 96.8 82.5 83.2 91.6 83.0 87.7 86.7 92.8 89.6 89.6 91.2 77.3
80.6 84.7

900 - 959 AM 78.5 80.5 82.6 92.6 70.5 81.8 89.8 88.7 84.5 77.9 87.2 76.9
83.0 81.5

1000 - 1059 AM 84.1 79.4 82.2 86.2 82.8 74.5 85.6 79.4 85.5 74.3 84.9
72.7 82.8 81.3

1100 - 1159 AM 71.1 81.5 80.3 86.2 85.5 76.0 86.2 79.1 82.3 65.5 76.0
76.1 81.9 80.4

1200 - 1259 PM 81.3 80.6 75.6 83.9 77.0 70.6 87.1 77.0 78.3 69.5 66.1
73.7 86.4 78.4

100 - 159 PM 75.7 79.4 76.0 83.4 74.2 72.2 86.3 79.0 79.5 65.7 83.1 70.6
80.9 78.6

200 - 259 PM 78.4 76.3 74.9 76.0 81.4 66.6 88.3 69.5 77.2 68.6 82.1 73.6
86.2 77.0

300 - 359 PM 83.5 78.6 72.4 73.3 74.7 70.2 84.9 69.6 82.2 69.1 80.2 72.4
76.0 77.0

400 - 459 PM 80.2 67.8 70.5 70.9 70.6 64.3 81.8 69.9 76.0 62.8 75.8 66.1
82.4 73.1

500 - 559 PM 74.9 67.9 69.2 79.6 63.7 64.0 86.6 70.3 77.2 66.7 79.7 62.4
70.6 71.7

600 - 659 PM 73.3 74.2 66.8 69.2 68.7 64.7 79.4 69.6 75.8 63.8 83.9 59.1
82.6 68.8

700 - 759 PM 68.3 72.4 64.2 74.4 70.4 60.6 81.4 66.4 67.3 55.6 74.7 63.9
74.2 70.4

800 - 859 PM 74.7 65.4 59.3 68.3 58.0 65.7 77.1 72.1 69.4 60.8 77.7 59.6
73.8 68.0

900 - 959 PM 75.1 69.1 62.0 72.2 61.9 60.5 78.0 67.5 68.5 58.8 66.2 65.1
67.4 67.7

1000 - 1059 PM 72.4 68.1 59.8 70.5 67.7 65.2 75.8 62.1 69.7 58.6 60.4
59.2 69.7 67.0

1100 - 559 AM 73.4 66.3 75.7 74.2 77.5 66.9 77.0 67.0 78.6 70.4 60.0
62.1 75.4 72.1

TOTAL, ALL ARRIVALS,

BY AIRPORT 77.1 75.3 73.5 78.3 72.5 69.8 84.0 74.0 77.2 68.1 79.2 69.5
78.0 75.4

MARCH 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 92.2 94.0 92.5 94.3 91.9 91.9 91.1 92.3 85.5 92.6 98.6 90.7
96.7 93.1 93.2 95.9

700 - 759 AM 90.8 93.1 92.1 88.6 91.3 95.0 90.0 91.6 86.3 89.8 94.5 87.2
92.0 91.7 93.3 94.2

800 - 859 AM 84.6 88.5 94.5 92.3 88.5 90.8 85.7 87.9 83.3 81.4 92.5 85.6
91.8 88.5 87.0 92.3

900 - 959 AM 81.5 89.6 89.5 92.2 85.9 88.9 85.0 86.4 79.5 83.4 86.9 87.1
82.2 88.6 86.2 94.0

1000 - 1059 AM 84.7 81.5 90.2 87.7 87.8 89.6 83.9 82.9 78.1 85.4 87.1
80.6 74.9 74.2 86.7 89.0

1100 - 1159 AM 82.4 85.0 84.1 87.4 90.6 88.3 78.0 83.7 83.1 83.9 87.9
85.4 77.1 72.1 81.6 90.5

1200 - 1259 PM 83.9 83.1 86.0 89.1 90.3 88.5 80.5 79.8 74.3 85.3 86.4
89.2 79.2 72.9 86.8 88.1

100 - 159 PM 78.1 86.5 83.1 85.9 90.0 88.6 76.2 86.0 80.3 86.2 85.8 77.4
74.0 73.5 85.4 82.3

200 - 259 PM 81.8 80.1 85.5 86.3 83.5 86.6 82.0 78.6 73.6 71.7 80.0 87.9
74.2 73.0 81.7 82.1

300 - 359 PM 77.4 77.8 84.9 79.2 86.0 84.1 81.3 76.5 70.6 65.0 80.9 81.5
67.3 74.3 82.0 80.3

400 - 459 PM 73.9 76.4 78.1 76.8 84.0 83.6 75.4 73.0 68.7 65.2 94.2 82.0
64.8 76.1 81.4 83.1

500 - 559 PM 74.0 73.0 74.6 80.5 80.6 78.6 72.8 77.7 70.4 65.9 77.8 69.4
66.2 69.0 77.0 81.6

600 - 659 PM 72.0 67.9 70.3 81.9 74.8 77.4 80.6 75.6 68.2 66.6 75.9 67.2
65.0 62.3 78.9 79.5

700 - 759 PM 71.3 65.7 77.9 77.2 77.0 83.2 72.6 77.3 67.1 64.8 76.8 72.5
59.7 61.5 77.7 82.0

800 - 859 PM 66.2 70.6 59.9 76.4 84.9 80.6 76.4 75.7 66.7 68.1 79.7 77.4
66.6 59.5 74.1 77.6

900 - 959 PM 72.3 85.2 80.5 79.9 72.9 86.6 78.9 86.1 63.3 64.1 80.6 77.4
61.4 71.0 88.2 79.1

1000 - 1059 PM 71.0 64.5 J/ 85.5 82.3 J/ J/ 78.7 65.0 J/ 77.4 81.3 80.6
78.4 J/ 79.6

1100 - 559 AM 78.5 J/ 96.8 J/ J/ J/ 90.9 J/ 87.1 98.4 74.1 87.1 77.6
87.5 100.0 96.8

TOTAL, ALL DEPARTURES,

BY AIRPORT 78.7 81.6 84.1 84.1 85.1 86.1 80.5 81.0 74.1 76.9 83.8 79.3
76.4 77.2 84.1 85.8

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 85.9 88.7 88.7 94.4 93.1 93.1 95.2 92.1 92.6 90.5 94.8 86.6
95.3 92.1

700 - 759 AM 90.6 84.7 82.8 93.5 88.9 92.8 95.6 95.2 88.8 91.7 90.9 85.5
92.3 90.2

800 - 859 AM 89.1 81.0 85.1 89.3 86.8 87.9 90.6 90.1 88.1 83.6 90.0 78.9
95.8 87.3

900 - 959 AM 83.9 82.0 81.8 89.1 76.7 86.1 88.1 87.5 88.7 83.5 87.6 79.8
89.5 85.1

1000 - 1059 AM 63.3 81.0 84.1 87.7 80.1 75.2 90.6 83.5 88.6 76.8 88.0
78.3 87.8 82.8

1100 - 1159 AM 84.4 74.9 81.4 89.8 83.0 69.9 84.9 76.8 83.8 73.2 83.1
75.3 81.6 80.4

1200 - 1259 PM 76.9 81.3 79.4 80.4 90.9 70.1 88.9 76.4 85.6 64.8 75.1
74.6 81.7 80.7

100 - 159 PM 80.9 78.0 77.8 85.3 77.3 69.3 86.0 80.2 83.4 73.0 78.2 75.0
77.4 79.4

200 - 259 PM 77.2 79.6 75.4 81.6 74.3 67.3 86.5 64.7 81.1 69.0 86.0 72.0
80.3 78.2

300 - 359 PM 75.0 80.1 73.0 76.7 79.1 65.5 79.6 73.7 79.9 74.0 80.3 71.1
81.3 75.9

400 - 459 PM 80.6 73.7 70.0 77.0 71.5 59.5 83.3 69.9 81.5 68.5 82.2 68.4
79.6 74.7

500 - 559 PM 80.1 67.1 66.0 76.9 67.5 59.2 81.2 61.7 82.2 64.5 73.7 62.4
78.7 71.9

600 - 659 PM 73.4 73.4 67.9 74.0 64.4 59.7 82.6 74.2 80.5 60.9 79.7 60.4
77.1 71.2

700 - 759 PM 74.3 66.7 63.0 74.6 74.2 61.1 87.1 61.8 66.6 60.6 72.5 63.8
84.4 70.1

800 - 859 PM 71.8 69.7 62.7 73.9 65.1 56.7 81.8 69.7 67.4 51.2 82.2 61.8
71.9 70.9

900 - 959 PM 74.2 73.9 65.7 J/ 72.7 55.9 84.6 68.1 74.7 60.9 81.3 60.4
70.8 73.0

1000 - 1059 PM J/ 74.8 70.0 80.0 71.0 63.4 92.2 94.2 73.6 79.9 84.2 65.9
83.9 76.4

1100 - 559 AM 82.3 93.5 84.2 94.6 96.8 84.9 87.1 93.5 89.4 86.9 92.4 J/
96.8 82.9

TOTAL, ALL DEPARTURES,

BY AIRPORT 80.6 76.7 75.3 84.4 77.0 70.9 86.0 79.5 83.8 73.8 83.8 71.0
84.2 79.1

MARCH 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

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

TW 1 STL-HNL 1135 31 100.00 \-- \--

HP 2682 CMH-EWR 0653 31 90.32 40 36

WN 463 LAS-PHX 1510 31 87.10 41 30

DL 743 ATL-MIA 1920 31 83.87 64 49

HP 2843 EWR-CMH 0857 31 83.87 42 36

HP 2684 PHX-EWR 1550 31 80.65 45 26

WN 463 PHX-HOU 1730 31 80.65 43 33

HP 2111 EWR-CMH 1835 31 80.65 40 29

DL 462 ATL-ORD 2115 31 80.65 37 30

DL 2190 ATL-EWR 1945 31 80.65 35 19

DL 844 MIA-ATL 1055 31 80.65 33 29

DL 1528 ATL-GSO 1945 31 80.65 29 22

MARCH 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 567 6 1.1

DELTA 2553 20 0.8

SOUTHWEST 2300 15 0.7

CONTINENTAL 1151 5 0.4

TWA 790 3 0.4

UNITED 2086 5 0.2

NORTHWEST 1521 2 0.1

US AIRWAYS 1977 2 0.1

ALASKA 413 0 0.0

AMERICAN 1834 0 0.0

TOTAL 15192 58 0.4

MARCH 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) 84.9 95.7 93 93 DUTCH HARBOR, AK. (DUT) 54.4
43.9 57 57

ALBANY, N.Y. (ALB) 74.3 85.3 948 947 EAGLE, CO. (EGE) 70.2 79.9 363 368

ALBUQUERQUE, N.M. (ABQ) 75.4 78.6 3,063 3,063 EL PASO, TX. (ELP) 76.9
80.5 2,168 2,168

ALLENTOWN, PA. (ABE) 77.4 89.3 580 580 ELMIRA, N.Y. (ELM) 87.0 95.7 115
115

AMARILLO, TX. (AMA) 67.1 74.5 413 412 ERIE, PA. (ERI) 83.3 89.2 120 120

ANCHORAGE, AK. (ANC) 77.9 87.2 1,426 1,425 EUGENE, OR. (EUG) 73.1 77.4
186 186

ASHEVILLE, N.C. (AVL) 85.2 92.3 155 155 FAIRBANKS, AK. (FAI) 83.3 90.7
419 418

ATLANTA, GA. (ATL) 71.7 78.7 22,034 22,035 FARGO, N.D. (FAR) 64.4 88.1
177 177

AUGUSTA, GA. (AGS) 79.6 84.4 186 186 FAYETTEVILLE, N.C. (FAY) 91.7 98.3
120 120

AUSTIN, TX. (AUS) 78.4 85.1 3,160 3,152 FLINT, MI. (FNT) 59.2 82.4 120
119

BALTIMORE, MD. (BWI) 78.9 84.1 5,462 5,462 FRESNO, CA. (FAT) 81.9 91.0
155 155

BANGOR, ME. (BGR) 59.1 94.6 93 93 FT. LAUDERDALE, FL. (FLL) 76.9 82.5
3,767 3,769

BARROW, AK. (BRW) 80.0 85.3 75 75 FT. MYERS, FL. (RSW) 75.2 83.7 1,640
1,641

BATON ROUGE, LA. (BTR) 76.7 86.0 399 399 FT. WAYNE, IN. (FWA) 71.0 81.9
155 155

BETHEL, AK. (BET) 83.3 88.1 84 84 GRAND FORKS, N.D. (GFK) 81.3 88.7 107
106

BILLINGS, MT. (BIL) 71.8 85.9 248 248 GRAND RAPIDS, MI. (GRR) 73.5 85.8
762 763

BINGHAMTON, N.Y. (BGM) 78.7 89.9 89 89 GREAT FALLS, MT. (GTF) 80.6 86.2
217 217

BIRMINGHAM, AL. (BHM) 78.9 84.0 1,610 1,609 GREEN BAY, WI. (GRB) 70.3
91.9 236 236

BISMARCK, N.D. (BIS) 71.7 93.3 120 119 GREENSBORO/HIGH PT., N.C. (GSO)
75.5 86.8 1,267 1,267

BOISE, ID. (BOI) 81.9 88.2 1,007 1,006 GREENVILLE/SPARTBG., S.C. (GSP)
81.2 89.7 595 595

BOSTON, MA. (BOS) 70.6 81.6 8,097 8,094 GUNNISON, CO. (GUC) 84.4 84.6 64
65

BOZEMAN, MT. (BZN) 72.7 92.5 172 173 HARLINGEN, TX. (HRL) 74.7 76.9 364
364

BRISTOL, TN. (TRI) 85.0 92.5 120 120 HARRISBURG, PA. (MDT) 74.0 87.0 638
637

BROWNSVILLE, TX. (BRO) 77.4 96.8 31 31 HARTFORD, CT./SPGFLD, MA. (BDL)
75.2 87.2 2,242 2,242

BUFFALO, N.Y. (BUF) 77.7 87.2 1,484 1,485 HELENA, MT. (HLN) 75.8 91.9 62
62

BURBANK, CA. (BUR) 75.8 77.4 2,367 2,366 HONOLULU, OAHU, HI. (HNL) 70.5
86.7 1,066 1,067

BURLINGTON, VT. (BTV) 63.6 82.0 217 217 HOUSTON, TX. (HOU) 77.2 72.3
4,811 4,812

CEDAR RAPIDS/IOWA CTY,IA. (CID) 72.7 81.0 524 522 HOUSTON, TX. (IAH)
80.3 83.8 10,633 10,632

CHARLESTON, S.C. (CHS) 74.5 80.8 616 615 HUNTSVILLE/DECATUR, AL. (HSV)
80.0 89.1 515 515

CHARLESTON, W.V. (CRW) 82.3 87.8 147 147 IDAHO FALLS, ID. (IDA) 77.4
87.1 93 93

CHARLOTTE, N.C. (CLT) 85.6 84.1 10,632 10,632 INDIANAPOLIS, IN. (IND)
75.7 80.7 2,901 2,897

CHATTANOOGA, TN. (CHA) 78.3 84.8 92 92 INDIO/PALM SPRINGS, CA. (PSP)
69.6 85.3 661 661

CHICAGO, IL. (MDW) 75.3 73.8 3,774 3,777 ISLIP/LONG IS., N.Y. (ISP) 85.7
92.2 217 217

CHICAGO, IL. (ORD) 73.5 75.3 25,094 25,090 ITHACA, N.Y. (ITH) 86.1 95.7
115 115

CINCINNATI, OH. (CVG) 78.5 85.1 6,977 6,978 JACKSON/VICKSBURG, MS. (JAN)
80.4 86.1 771 770

CLEVELAND, OH. (CLE) 76.7 83.9 5,208 5,206 JACKSON, WY. (JAC) 81.6 86.7
185 188

COLORADO SPRINGS, CO. (COS) 75.8 81.2 1,134 1,134 JACKSONVILLE, FL.
(JAX) 78.8 84.6 1,865 1,865

COLUMBIA, S.C. (CAE) 84.2 86.0 514 514 JUNEAU, AK. (JNU) 80.6 80.3 279
279

COLUMBUS, OH. (CMH) 75.4 82.3 3,446 3,444 KAHULUI, MAUI, HI. (OGG) 75.4
86.3 248 248

CORDOVA, AK. (CDV) 85.5 88.7 62 62 KALAMAZOO, MI. (AZO) 68.9 80.8 151
151

CORPUS CHRISTI, TX. (CRP) 74.6 82.7 280 278 KALISPELL, MT. (FCA) 77.3
81.8 66 66

DALLAS/FT. WORTH, TX. (DAL) 75.2 71.5 4,058 4,060 KANSAS CITY, MO. (MCI)
76.3 82.1 4,829 4,823

DALLAS/FT. WORTH, TX. (DFW) 81.6 81.0 20,981 20,984 KETCHIKAN, AK. (KTN)
74.7 86.6 186 186

DAYTON, OH. (DAY) 76.6 86.5 909 909 KING SALMON, AK. (AKN) 83.3 94.4 18
18

DAYTONA BEACH, FL. (DAB) 77.8 84.2 279 279 KNOXVILLE, TN. (TYS) 75.5
84.3 740 739

DEADHORSE, AK. (SCC) 80.6 74.2 31 31 KODIAK, AK. (ADQ) 79.0 83.9 62 62

DENVER, CO. (DEN) 79.6 80.5 11,900 11,908 KONA, HAWAII., HI. (KOA) 75.8
88.7 62 62

DES MOINES, IA. (DSM) 71.2 79.8 622 620 KOTZEBUE, AK. (OTZ) 82.3 87.1 62
62

DETROIT, MI. (DTW) 77.5 74.1 13,367 13,362 LA CROSSE, WI. (LSE) 71.7
98.1 53 53

DILLINGHAM, AK. (DLG) 94.4 100.0 18 18 LAFAYETTE, LA. (LFT) 56.3 83.9 32
31

DULUTH, MN. (DLH) 77.6 79.1 116 115 LANAI CITY, LANAI, HI. (LNY) 1

DURANGO, CO. (DRO) 77.4 90.6 31 32 LANSING, MI. (LAN) 60.8 84.0 181 181

MARCH 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.

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

LAS VEGAS, NV. (LAS) 74.9 76.4 10,167 10,176 RENO, NV. (RNO) 77.2 80.9
2,324 2,322

LEXINGTON/FRKFT, KY. (LEX) 74.8 86.9 337 337 RICHMOND, VA. (RIC) 77.8
85.9 1,239 1,238

LINCOLN, NE. (LNK) 71.1 78.7 239 239 ROANOKE, VA. (ROA) 85.7 89.4 217
217

LITTLE ROCK, AR. (LIT) 76.0 81.9 1,147 1,146 ROCHESTER, MN. (RST) 71.5
88.0 235 234

LONG BEACH, CA. (LGB) 74.9 84.7 215 215 ROCHESTER, N.Y. (ROC) 75.9 83.8
1,222 1,223

LOS ANGELES, CA. (LAX) 72.0 77.2 15,373 15,364 SACRAMENTO, CA. (SMF)
77.1 81.4 3,065 3,064

LOUISVILLE, KY. (SDF) 74.2 83.1 2,138 2,138 SAGINAW, MI. (MBS) 74.8 86.5
385 385

LUBBOCK, TX. (LBB) 78.8 80.6 599 598 SALT LAKE CITY, UT. (SLC) 79.2 83.8
7,427 7,425

MADISON, WI. (MSN) 71.4 79.3 420 420 SAN ANTONIO, TX. (SAT) 77.1 83.7
3,221 3,225

MANCHESTER, N.H. (MHT) 79.5 85.8 430 430 SAN DIEGO, CA. (SAN) 74.0 79.5
5,623 5,623

MEDFORD, OR. (MFR) 75.8 79.0 124 124 SAN FRANCISCO, CA. (OAK) 78.3 80.6
4,818 4,818

MELBOURNE, FL. (MLB) 79.3 92.6 217 217 SAN FRANCISCO, CA. (SFO) 68.1
73.8 11,712 11,713

MEMPHIS, TN. (MEM) 82.9 81.8 4,408 4,412 SAN JOSE, CA. (SJC) 76.8 81.1
4,099 4,102

MIAMI, FL. (MIA) 77.1 80.6 5,744 5,746 SAN JUAN, P.R. (SJU) 73.2 83.0
1,920 1,922

MIDLAND/ODESSA, TX. (MAF) 77.9 83.7 565 563 SANTA BARBARA, CA. (SBA)
68.5 65.3 124 124

MILWAUKEE, WI. (MKE) 74.5 86.5 1,339 1,338 SARASOTA/BRAD., FL. (SRQ)
73.2 83.2 583 584

MINNEAPLS/ST.P, MN. (MSP) 75.3 76.7 11,537 11,549 SAVANNAH, GA. (SAV)
74.4 85.3 434 434

MINOT, N.D. (MOT) 78.5 91.4 93 93 SCRANTON/WILKES-BARRE,PA. (AVP) 78.1
89.7 155 155

MISSION/MCALLEN, TX. (MFE) 83.7 92.6 270 269 SEATTLE, WA. (SEA) 77.2
83.8 7,821 7,823

MISSOULA, MT. (MSO) 83.2 91.0 155 155 SHREVEPORT, LA. (SHV) 81.9 86.7
332 332

MOBILE,AL./PASCAGOULA,MS. (MOB) 77.7 82.8 372 372 SIOUX CITY, IA. (SUX)
79.3 91.2 58 57

MOLINE, IL. (MLI) 75.3 80.7 146 145 SIOUX FALLS, S.D. (FSD) 67.1 84.1
328 327

MOLOKAI/KAUNAKAK, HI. (MKK) 1 SITKA, AK. (SIT) 77.4 87.1 93 93

MONROE, LA. (MLU) 81.7 90.9 186 186 SOUTH BEND, IN. (SBN) 78.2 86.3 293
293

MONTEREY, CA. (MRY) 62.9 80.6 62 62 SPOKANE, WA. (GEG) 83.7 91.2 1,242
1,240

MONTGOMERY, AL. (MGM) 74.7 79.6 186 186 SPRINGFIELD, MO. (SGF) 77.4 79.5
146 146

MONTROSE, CO. (MTJ) 79.2 88.7 53 53 ST. CROIX, V.I. (STX) 86.0 93.5 93
93

MYRTLE BEACH, S.C. (MYR) 83.0 90.7 194 194 ST. LOUIS, MO. (STL) 69.5
71.0 15,133 15,139

NASHVILLE, TN. (BNA) 82.4 85.0 4,234 4,233 ST. THOMAS, V.I. (STT) 79.7
88.5 217 217

NEW ORLEANS, LA. (MSY) 77.8 83.9 4,181 4,184 STEAMBOAT SPRINGS, CO.
(HDN) 75.5 89.0 188 191

NEW YORK, N.Y. (JFK) 67.8 79.3 3,533 3,533 SYRACUSE, N.Y. (SYR) 74.8
87.6 940 940

NEW YORK, N.Y. (LGA) 75.2 84.1 8,211 8,209 TALLAHASSEE, FL. (TLH) 77.4
82.5 217 217

NEWARK, N.J. (EWR) 68.0 76.9 10,246 10,248 TAMPA, FL. (TPA) 78.0 84.2
4,721 4,718

NEWBURGH, N.Y. (SWF) 63.1 91.7 217 218 TOLEDO, OH. (TOL) 69.1 82.3 181
181

NOME, AK. (OME) 77.1 84.3 70 70 TRAVERSE CITY, MI. (TVC) 65.2 82.0 89 89

NORFOLK/VA. BEACH, VA. (ORF) 78.3 86.7 1,350 1,349 TUCSON, AZ. (TUS)
74.3 82.1 1,673 1,674

OKLAHOMA CITY, OK. (OKC) 75.8 81.7 1,728 1,729 TULSA, OK. (TUL) 73.6
80.3 1,595 1,595

OMAHA, NE. (OMA) 70.3 79.6 1,446 1,444 VALPARAISO, FL. (VPS) 83.9 93.5
93 93

ONTARIO, CA. (ONT) 74.0 80.4 2,984 2,981 WASHINGTON, D.C. (DCA) 79.2
86.1 7,211 7,212

ORANGE COUNTY, CA. (SNA) 79.7 84.4 2,980 2,977 WASHINGTON, D.C. (IAD)
76.9 83.6 3,364 3,362

ORLANDO, FL. (MCO) 80.0 85.8 7,724 7,726 WEST PALM BEACH, FL. (PBI) 75.2
82.3 2,401 2,402

PASCO, WA. (PSC) 91.1 95.2 124 124 WHITE PLAINS, N.Y. (HPN) 68.4 80.4
465 465

PENSACOLA, FL. (PNS) 76.2 85.6 558 557 WICHITA, KS. (ICT) 73.3 83.0 681
681

PETERSBURG, AK. (PSG) 74.2 80.6 62 62 WILMINGTON, N.C. (ILM) 87.3 94.5
181 181

PHILADELPHIA, PA. (PHL) 72.5 77.0 9,446 9,442 WRANGELL, AK. (WRG) 69.4
79.0 62 62

PHOENIX, AZ. (PHX) 69.8 70.9 14,876 14,879 YAKUTAT, AK. (YAK) 77.4 87.1
62 62

PITTSBURGH, PA. (PIT) 84.0 86.0 9,613 9,619

PORTLAND, ME. (PWM) 75.5 82.4 527 527

PORTLAND, OR. (PDX) 78.3 84.4 4,583 4,585

PROVIDENCE, R.I. (PVD) 77.7 86.5 1,804 1,803

RALEIGH/DURHAM, N.C. (RDU) 76.2 87.0 2,281 2,279

RAPID CITY, S.D. (RAP) 79.0 82.3 62 62

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

###  **MARCH**

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

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

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

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

  ***MAR.                      ***BAGGAGE***   ***ENPLANED***        ***PER 1,000***        ***BAGGAGE***   ***ENPLANED***        ***PER 1,000***
  '98***                                                                                                                          

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

  ------ ------------------- -- ------------- ---------------- ---------- --- ------------- ---------------- ----------
  1      ***America West***     5,471         1,534,821        **3.56**       5,771         1,685,979        **3.42**

  2      ***US Airways***       18,834        4,928,846        **3.82**       21,622        5,144,872        **4.20**

  3      ***Continental***      12,247        3,060,915        **4.00**       11,238        3,033,627        **3.70**

  4      ***Delta***            34,362        7,836,205        **4.39**       40,136        8,827,287        **4.55**

  5      ***American***         25,630        5,555,143        **4.61**       26,676        5,854,100        **4.56**

  6      ***Southwest***        23,617        5,037,090        **4.69**       17,215        4,838,959        **3.56**

  7      ***Alaska***           5,452         952,599          **5.72**       7,105         936,937          **7.58**

  8      ***TWA***              12,571        2,048,126        **6.14**       12,355        2,003,226        **6.17**

  9      ***Northwest***        27,388        4,009,619        **6.83**       25,134        3,994,021        **6.29**

  10     ***United***           51,912        6,396,685        **8.12**       43,087        6,454,550        **6.68**

                                                                                                             

         **Total**              **217,484**   **41,360,049**   **5.26**       **210,339**   **42,773,558**   **4.92**
  ------ ------------------- -- ------------- ---------------- ---------- --- ------------- ---------------- ----------

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

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

###  **JANUARY-MARCH**

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

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

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

<table style="width:100%;">
<colgroup>
<col style="width: 8%" />
<col style="width: 13%" />
<col style="width: 10%" />
<col style="width: 11%" />
<col style="width: 2%" />
<col style="width: 11%" />
<col style="width: 5%" />
<col style="width: 10%" />
<col style="width: 11%" />
<col style="width: 2%" />
<col style="width: 11%" />
</colgroup>
<tbody>
<tr class="odd">
<td></td>
<td></td>
<td><em><strong>TOTAL</strong></em></td>
<td></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
<td></td>
<td><em><strong>TOTAL</strong></em></td>
<td></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
</tr>
<tr class="even">
<td><h5 id="jan-mar-98">JAN-MAR ’98</h5></td>
<td></td>
<td><em><strong>BAGGAGE</strong></em></td>
<td><em><strong>ENPLANED</strong></em></td>
<td></td>
<td><em><strong>PER 1,000</strong></em></td>
<td></td>
<td><em><strong>BAGGAGE</strong></em></td>
<td><em><strong>ENPLANED</strong></em></td>
<td></td>
<td><em><strong>PER 1,000</strong></em></td>
</tr>
<tr class="odd">
<td><em><strong>RANK</strong></em></td>
<td><em><strong>AIRLINE</strong></em></td>
<td><em><strong>REPORTS</strong></em></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>PASSENGERS</strong></em></td>
</tr>
</tbody>
</table>

<table style="width:100%;">
<colgroup>
<col style="width: 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><h4 id="america-west">America West</h4></td>
<td></td>
<td>15,238</td>
<td>4,027,954</td>
<td><strong>3.78</strong></td>
<td></td>
<td>17,326</td>
<td>4,470,738</td>
<td><strong>3.88</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><em><strong>US Airways</strong></em></td>
<td></td>
<td>50,969</td>
<td>12,960,152</td>
<td><strong>3.93</strong></td>
<td></td>
<td>61,704</td>
<td>13,540,728</td>
<td><strong>4.56</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><h4 id="continental">Continental</h4></td>
<td></td>
<td>32,252</td>
<td>8,056,340</td>
<td><strong>4.00</strong></td>
<td></td>
<td>33,764</td>
<td>8,041,139</td>
<td><strong>4.20</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><em><strong>Southwest</strong></em></td>
<td></td>
<td>61,820</td>
<td>13,245,641</td>
<td><strong>4.67</strong></td>
<td></td>
<td>51,366</td>
<td>13,328,918</td>
<td><strong>3.85</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>American</strong></em></td>
<td></td>
<td>72,054</td>
<td>15,182,080</td>
<td><strong>4.75</strong></td>
<td></td>
<td>80,269</td>
<td>15,292,069</td>
<td><strong>5.25</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><em><strong>Delta</strong></em></td>
<td></td>
<td>109,066</td>
<td>21,945,071</td>
<td><strong>4.97</strong></td>
<td></td>
<td>120,016</td>
<td>23,472,008</td>
<td><strong>5.11</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>TWA</strong></em></td>
<td></td>
<td>31,381</td>
<td>5,388,923</td>
<td><strong>5.82</strong></td>
<td></td>
<td>35,485</td>
<td>5,082,823</td>
<td><strong>6.98</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><em><strong>Alaska</strong></em></td>
<td></td>
<td>15,751</td>
<td>2,520,078</td>
<td><strong>6.25</strong></td>
<td></td>
<td>19,942</td>
<td>2,493,324</td>
<td><strong>8.00</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>Northwest</strong></em></td>
<td></td>
<td>71,742</td>
<td>10,598,636</td>
<td><strong>6.77</strong></td>
<td></td>
<td>69,529</td>
<td>10,505,847</td>
<td><strong>6.62</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><em><strong>United</strong></em></td>
<td></td>
<td>137,993</td>
<td>16,941,796</td>
<td><strong>8.15</strong></td>
<td></td>
<td>129,443</td>
<td>17,048,469</td>
<td><strong>7.59</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>598,266</strong></td>
<td><strong>110,866,671</strong></td>
<td><strong>5.40</strong></td>
<td></td>
<td><strong>618,844</strong></td>
<td><strong>113,276,063</strong></td>
<td><strong>5.46</strong></td>
</tr>
</tbody>
</table>

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

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

**[OVERSALES]{.underline}**

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

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

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

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

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

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

***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

MARCH 1998 MARCH 1997

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 627 47 0 86 495 63 2 112

FOREIGN AIRLINES 84 0 0 0 44 0 0 2

CARGO COMPANIES 1 0 0 0 0 0 0 0

TRAVEL AGENTS 1 0 0 0 0 0 0 0

TOUR OPERATORS 14 0 0 0 31 0 0 1

MISCELLANEOUS 40 12 0 22 16 6 0 7

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

INDUSTRY TOTALS 767 59 0 108 586 69 2 122

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

MARCH 1998 MARCH 1997

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 165 1 155

DELAYS\...\...\...\.... 42 34

CANCELLATIONS\...\... 67 52

MISCONNECTIONS\..... 15 17

CUSTOMER SERVICE\...\..... 2 138 2 125

BAGGAGE\...\...\...\...\..... 3 114 3 71

TICKETING/BOARDING\...\... 4 106 4 59

DISABLED\...\...\..... 26 17

REFUNDS\...\...\...\...\..... 5 98 5 53

OVERSALES\...\...\...\...\... 6 63 6 37

OTHER\...\...\...\...\...\.... 7 37 9 25

FREQUENT FLYER\..... 19 17

FARES\...\...\...\...\...\.... 8 29 7 27

TOURS\...\...\...\...\...\.... 9 10 8 26

ADVERTISING\...\...\...\.... 10 6 10 8

SMOKING\...\...\...\...\..... 11 1 12 0

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

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

COMPLAINT TOTAL 767 586

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

MARCH 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 1 0 0 0 2 0 2 0 0 0 0 0 5

ALASKA AIRLINES 2 1 0 0 0 1 1 0 0 0 0 0 5

AMERICA WEST AIRLINES 8 1 1 2 2 1 8 0 0 0 0 0 23

AMERICAN AIRLINES 14 2 12 3 3 12 8 0 1 0 0 4 59

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

AMERICAN TRANS AIR 2 3 1 0 0 4 2 0 1 0 0 2 15

ATLANTIC SOUTHEAST AIRLINES 5 0 0 0 0 3 0 0 0 0 0 2 10

CARNIVAL AIR LINES 1 1 1 0 2 1 0 0 0 0 0 0 6

CONTINENTAL AIRLINES 0 3 4 4 2 5 5 0 0 0 0 3 26

DELTA AIR LINES 17 3 10 3 1 6 17 0 1 0 0 5 63

KIWI INTERNATIONAL AIRLINES 8 2 0 0 5 5 5 0 0 0 0 0 25

NORTHWEST AIRLINES 18 2 4 1 3 8 11 0 0 0 0 2 49

PAN AM 4 6 3 1 35 10 5 0 0 0 1 0 65

RENO AIR 6 2 6 0 2 0 1 0 0 0 0 0 17

SOUTHWEST AIRLINES 2 3 4 0 1 3 5 0 0 0 0 0 18

TOWER AIR 13 8 2 0 0 3 4 0 0 0 0 2 32

TRANS WORLD AIRLINES 6 0 4 0 0 3 5 0 0 0 0 1 19

UNITED AIRLINES 8 6 15 3 7 9 19 0 2 0 0 7 76

UNITED EXPRESS 3 0 0 0 0 3 1 0 0 0 0 0 7

US AIRWAYS 3 2 10 3 2 5 3 0 1 0 0 1 30

WESTERN PACIFIC AIRLINES 2 0 6 1 20 0 0 0 0 0 0 0 29

OTHER U.S. AIRLINES 15 2 5 1 1 5 7 0 0 0 4 2 42

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

MARCH 1998 140 48 89 22 88 88 110 0 6 0 5 31 627

\% OF TOTAL COMPLAINTS 22.3 7.7 14.2 3.5 14.0 14.0 17.5 0.0 1.0 0.0 0.8
4.9

MARCH 1997 144 30 51 23 42 60 112 0 8 0 1 24 495

\% OF TOTAL COMPLAINTS 29.1 6.1 10.3 4.6 8.5 12.1 22.6 0.0 1.6 0.0 0.2
4.8

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

MARCH 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 MAR MAR PERCENT FEB PERCENT MONTHS PERCENT DATE
PERCENT

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

AIRTRAN AIRWAYS 5 2 40.00 2 40.00 1 20.00 0 0.00

ALASKA AIRLINES 5 2 40.00 1 20.00 2 40.00 0 0.00

AMERICA WEST AIRLINES 23 6 26.09 10 43.48 7 30.43 0 0.00

AMERICAN AIRLINES 59 18 30.51 19 32.20 22 37.29 0 0.00

AMERICAN EAGLE 6 0 0.00 5 83.33 1 16.67 0 0.00

AMERICAN TRANS AIR 15 5 33.33 7 46.67 3 20.00 0 0.00

ATLANTIC SOUTHEAST AIRLINES 10 5 50.00 3 30.00 2 20.00 0 0.00

CARNIVAL AIR LINES 6 1 16.67 0 0.00 5 83.33 0 0.00

CONTINENTAL AIRLINES 26 4 15.38 8 30.77 14 53.85 0 0.00

DELTA AIR LINES 63 18 28.57 17 26.98 27 42.86 1 1.59

KIWI INTERNATIONAL AIRLINES 25 5 20.00 6 24.00 13 52.00 1 4.00

NORTHWEST AIRLINES 49 11 22.45 19 38.78 19 38.78 0 0.00

PAN AM 65 12 18.46 24 36.92 26 40.00 3 4.62

RENO AIR 17 9 52.94 2 11.76 6 35.29 0 0.00

SOUTHWEST AIRLINES 18 5 27.78 7 38.89 5 27.78 1 5.56

TOWER AIR 32 14 43.75 5 15.63 13 40.63 0 0.00

TRANS WORLD AIRLINES 19 9 47.37 3 15.79 6 31.58 1 5.26

UNITED AIRLINES 76 20 26.32 24 31.58 29 38.16 3 3.95

UNITED EXPRESS 7 5 71.43 0 0.00 2 28.57 0 0.00

US AIRWAYS 30 11 36.67 7 23.33 11 36.67 1 3.33

WESTERN PACIFIC AIRLINES 29 9 31.03 6 20.69 14 48.28 0 0.00

OTHER U.S. AIRLINES 42 18 42.86 9 21.43 14 33.33 1 2.38

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

TOTALS 627 189 30.14 184 29.35 242 38.60 12 1.91

PRIOR YEAR\'S TOTALS 495 157 31.72 167 33.74 170 34.34 1 0.20

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

MARCH 1998

FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

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

AIR JAMAICA 2 3 0 0 0 4 4 0 0 0 0 2 15

BRITISH AIRWAYS 2 1 3 1 0 0 1 0 0 0 0 0 8

MEXICANA 1 2 0 0 0 1 3 0 0 0 0 0 7

OTHER FOREIGN AIRLINES 5 7 7 1 1 15 11 1 0 0 0 1 49

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

TOTAL 11 13 10 2 2 22 20 1 0 0 0 3 84

CARGO COMPANIES

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

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

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

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

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

SUNJET INT\'L SALES 3 1 1 0 0 1 4 0 0 0 2 0 12

OTHER TOUR OPERATORS 1 0 0 0 1 0 0 0 0 0 0 0 2

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

TOTAL 4 1 1 0 1 1 4 0 0 0 2 0 14

MISCELLANEOUS

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

OTHER MISCELLANEOUS 10 1 6 5 6 2 4 0 0 0 3 3 40

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

TOTAL 10 1 6 5 6 2 4 0 0 0 3 3 40

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

***MARCH***

***Consumer Complaints: Rankings***

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

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

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

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

+----+-------+----+-----------+-------+----+----+----------+--------+
| 1  | ####  | 18 | 5,049,267 | **0   |    | 12 | 4        | **     |
|    |  Sout |    |           | .36** |    |    | ,848,448 | 0.25** |
|    | hwest |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 2  | **    | 5  | 1,080,722 | **0   |    | 5  | 1        | **     |
|    | *Alas |    |           | .46** |    |    | ,048,761 | 0.48** |
|    | ka*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 3  | ***US | 30 | 5,081,892 | **0   |    | 44 | 5        | **     |
|    | Airwa |    |           | .59** |    |    | ,301,233 | 0.83** |
|    | ys*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 4  | *     | 63 | 9,316,326 | **0   |    | 45 | 9        | **     |
|    | **Del |    |           | .68** |    |    | ,196,415 | 0.49** |
|    | ta*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 5  | **    | 26 | 3,613,905 | **0   |    | 19 | 3        | **     |
|    | *Cont |    |           | .72** |    |    | ,436,296 | 0.55** |
|    | inent |    |           |       |    |    |          |        |
|    | al*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 6  | ***A  | 59 | 7,002,623 | **0   |    | 67 | 7        | **     |
|    | meric |    |           | .84** |    |    | ,350,083 | 0.91** |
|    | an*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 7  | ***T  | 19 | 2,159,825 | **0   |    | 16 | 2        | **     |
|    | W     |    |           | .88** |    |    | ,107,223 | 0.76** |
|    | A***  |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 8  | ***No | 49 | 4,773,867 | **1   |    | 52 | 4        | **     |
|    | rthwe |    |           | .03** |    |    | ,799,889 | 1.08** |
|    | st*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 9  | **    | 76 | 7,212,332 | **1   |    | 65 | 7        | **     |
|    | *Unit |    |           | .05** |    |    | ,397,205 | 0.88** |
|    | ed*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 10 | ***Am | 23 | 1,576,848 | **1   |    | 25 | 1        | **     |
|    | erica |    |           | .46** |    |    | ,729,818 | 1.45** |
|    | We    |    |           |       |    |    |          |        |
|    | st*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
|    | **TO  | *  | **46,     | **0   |    | *  | **47,2   | **     |
|    | TAL** | *3 | 867,607** | .79** |    | *3 | 15,371** | 0.74** |
|    |       | 68 |           |       |    | 50 |          |        |
|    |       | ** |           |       |    | ** |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+

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

> order is based on our computer carrying out the number of decimal
> places to nine.
>
> \* U.S. Airlines with at least one percent of total domestic
> scheduled-service passenger revenues.

TABLE 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

JANUARY 1998 THRU MARCH 1998 JANUARY 1997 THRU MARCH 1997

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 1677 110 3 223 1547 153 7 315

FOREIGN AIRLINES 228 0 0 6 177 1 0 15

CARGO COMPANIES 2 0 0 0 0 0 0 0

TRAVEL AGENTS 2 0 0 0 2 0 0 0

TOUR OPERATORS 112 0 0 2 36 0 0 3

MISCELLANEOUS 107 26 0 38 70 20 0 42

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

INDUSTRY TOTALS 2128 136 3 269 1832 174 7 375

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

JANUARY 1998 THRU MARCH 1998 JANUARY 1997 THRU MARCH 1997

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 457 1 483

DELAYS\...\...\...\.... 110 109

CANCELLATIONS\...\... 177 178

MISCONNECTIONS\..... 49 55

CUSTOMER SERVICE\...\..... 2 408 2 356

BAGGAGE\...\...\...\...\..... 3 326 3 264

TICKETING/BOARDING\...\... 4 309 4 227

DISABLED\...\...\..... 77 77

REFUNDS\...\...\...\...\..... 5 195 5 173

OVERSALES\...\...\...\...\... 6 149 6 128

OTHER\...\...\...\...\...\.... 7 118 7 77

FREQUENT FLYER\..... 49 43

FARES\...\...\...\...\...\.... 8 87 8 64

TOURS\...\...\...\...\...\.... 9 57 9 33

ADVERTISING\...\...\...\.... 10 19 10 23

SMOKING\...\...\...\...\..... 11 3 11 3

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

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

COMPLAINT TOTAL 2128 1832

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

\*\* INCLUDES FIGURES FOR SUB-CATEGORIES.

TABLE 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S.AIRLINES

BY COMPLAINT CATEGORY

JANUARY 1998 THRU MARCH 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 4 0 3 0 3 0 3 0 1 0 0 0 14

ALASKA AIRLINES 5 1 0 0 0 4 3 0 0 0 0 0 13

AMERICA WEST AIRLINES 17 1 9 3 4 4 16 0 0 0 0 0 54

AMERICAN AIRLINES 40 12 35 11 16 35 38 0 3 0 1 11 202

AMERICAN EAGLE 2 2 2 2 0 2 5 0 0 0 0 2 17

AMERICAN TRANS AIR 4 3 3 1 0 6 5 0 1 0 0 4 27

ATLANTIC SOUTHEAST AIRLINES 14 0 2 0 0 3 1 0 0 0 0 6 26

CARNIVAL AIR LINES 2 6 5 1 5 7 4 0 0 0 0 0 30

CONTINENTAL AIRLINES 3 5 14 7 2 13 17 0 1 0 0 8 70

DELTA AIR LINES 43 7 25 6 3 13 35 0 1 0 0 19 152

KIWI INTERNATIONAL AIRLINES 21 3 1 0 6 8 6 0 1 0 0 0 46

MESA AIRLINES 11 1 2 1 0 0 1 0 0 0 0 1 17

NORTHWEST AIRLINES 50 3 26 4 5 26 40 0 0 0 0 4 158

PAN AM 16 19 10 1 36 18 19 0 0 0 1 1 121

RENO AIR 6 2 10 1 3 1 2 0 0 0 0 0 25

SOUTHWEST AIRLINES 4 4 9 1 1 10 10 0 1 0 0 0 40

SPIRIT AIRLINES 7 0 1 1 2 2 2 0 0 0 0 1 16

TOWER AIR 28 19 4 1 0 7 19 1 1 0 1 5 86

TRANS WORLD AIRLINES 14 3 10 0 0 7 16 0 0 0 0 3 53

UNITED AIRLINES 36 13 40 10 19 43 62 0 2 0 0 16 241

UNITED EXPRESS 7 0 0 1 0 5 3 0 0 0 0 0 16

US AIRWAYS 9 5 23 8 3 9 11 0 1 0 0 7 76

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

WESTERN PACIFIC AIRLINES 6 0 8 1 31 10 1 0 0 0 0 0 57

OTHER U.S. AIRLINES 26 3 9 0 17 17 24 0 0 0 5 6 107

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

JANUARY THRU MARCH 1998 377 112 253 62 158 253 343 1 15 0 8 95 1677

\% OF TOTAL COMPLAINTS 22.5 6.7 15.1 3.7 9.4 15.1 20.5 0.1 0.9 0.0 0.5
5.7

JANUARY THRU MARCH 1997 28 106 191 53 139 214 325 3 20 1 2 65 1547

\% OF TOTAL COMPLAINTS 27.7 6.9 12.3 3.4 9.0 13.8 21.0 0.2 1.3 0.1 0.1
4.2

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

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

TABLE 4

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S.AIRLINES

BY COMPLAINT CATEGORY

JANUARY 1998 THRU MARCH 1998

FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

AIR ARUBA 7 0 0 0 0 1 1 0 0 0 0 1 10

AIR FRANCE 2 0 2 2 1 5 2 0 0 0 0 0 14

AIR JAMAICA 2 3 0 0 0 6 4 0 0 0 1 2 18

BRITISH AIRWAYS 7 2 5 1 1 5 2 0 0 0 0 0 23

KLM 3 0 0 0 1 6 0 0 0 0 0 0 10

MEXICANA 1 2 0 0 0 2 5 0 0 0 0 0 10

OTHER FOREIGN AIRLINES 11 22 23 4 9 35 27 2 1 0 1 8 143

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

TOTAL 33 29 30 7 12 60 41 2 1 0 2 11 228

CARGO COMPANIES

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

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

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

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

TRAVEL AGENTS

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

OTHER TRAVEL AGENTS 0 0 0 0 2 0 0 0 0 0 0 0 2

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

TOTAL 0 0 0 0 2 0 0 0 0 0 0 0 2

TOUR OPERATORS

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

SUNJET INT\'L SALES 30 4 6 2 6 5 10 0 1 0 5 2 71

WORLDWIDE SPORT TRAVEL 0 0 0 0 0 0 0 0 0 0 30 0 30

OTHER TOUR OPERATORS 2 0 2 0 3 0 3 0 0 0 1 0 11

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

TOTAL 32 4 8 2 9 5 13 0 1 0 36 2 112

MISCELLANEOUS

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

OTHER MISCELLANEOUS 15 4 18 16 14 7 11 0 2 0 11 9 107

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

TOTAL 15 4 18 16 14 7 11 0 2 0 11 9 107

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

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

\'OTHER CARGO COMPANIES\', ETC.

TABLE 5

***JANUARY-MARCH***

***Consumer Complaints: Rankings***

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

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

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

<table>
<colgroup>
<col style="width: 8%" />
<col style="width: 12%" />
<col style="width: 9%" />
<col style="width: 2%" />
<col style="width: 11%" />
<col style="width: 2%" />
<col style="width: 11%" />
<col style="width: 4%" />
<col style="width: 9%" />
<col style="width: 2%" />
<col style="width: 11%" />
<col style="width: 2%" />
<col style="width: 11%" />
</colgroup>
<tbody>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
</tr>
<tr class="even">
<td><h2 id="jan-mar-98-1">JAN-MAR ’98</h2></td>
<td></td>
<td></td>
<td></td>
<td><em><strong>SYSTEMWIDE</strong></em></td>
<td></td>
<td><em><strong>PER 100,000</strong></em></td>
<td></td>
<td></td>
<td></td>
<td><em><strong>SYSTEMWIDE</strong></em></td>
<td></td>
<td><em><strong>PER 100,000</strong></em></td>
</tr>
<tr class="odd">
<td><h2 id="rank-1">RANK </h2></td>
<td><em><strong>AIRLINE</strong></em></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
<td></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
<td></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
</tr>
</tbody>
</table>

+----+-------+----+-----------+-------+----+----+----------+--------+
| 1  | ####  | 40 | 1         | **0   |    | 53 | 13       | **     |
|    |  Sout |    | 3,276,345 | .30** |    |    | ,354,457 | 0.40** |
|    | hwest |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 2  | **    | 13 | 2,862,949 | **0   |    | 21 | 2        | **     |
|    | *Alas |    |           | .45** |    |    | ,769,984 | 0.76** |
|    | ka*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 3  | ***US | 76 | 1         | **0   |    | 1  | 13       | **     |
|    | Airwa |    | 3,339,182 | .57** |    | 01 | ,912,732 | 0.73** |
|    | ys*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 4  | *     | 1  | 2         | **0   |    | 1  | 24       | **     |
|    | **Del | 52 | 4,578,054 | .62** |    | 44 | ,573,729 | 0.59** |
|    | ta*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 5  | **    | 70 | 9,566,515 | **0   |    | 71 | 9        | **     |
|    | *Cont |    |           | .73** |    |    | ,136,045 | 0.78** |
|    | inent |    |           |       |    |    |          |        |
|    | al*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 6  | ***T  | 53 | 5,653,419 | **0   |    | 50 | 5        | **     |
|    | W     |    |           | .94** |    |    | ,359,124 | 0.93** |
|    | A***  |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 7  | ***A  | 2  | 1         | **1   |    | 2  | 19       | **     |
|    | meric | 02 | 9,301,885 | .05** |    | 10 | ,380,070 | 1.08** |
|    | an*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 8  | ***No | 1  | 1         | **1   |    | 1  | 12       | **     |
|    | rthwe | 58 | 2,720,105 | .24** |    | 54 | ,676,068 | 1.21** |
|    | st*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 9  | **    | 2  | 1         | **1   |    | 2  | 19       | **     |
|    | *Unit | 41 | 9,326,149 | .25** |    | 18 | ,693,699 | 1.11** |
|    | ed*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 10 | ***Am | 54 | 4,149,017 | **1   |    | 90 | 4        | **     |
|    | erica |    |           | .30** |    |    | ,590,292 | 1.96** |
|    | We    |    |           |       |    |    |          |        |
|    | st*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
|    | **TO  | *  | **124,    | **0   |    | *  | **125,4  | **     |
|    | TAL** | *1 | 773,620** | .85** |    | *1 | 46,200** | 0.89** |
|    |       | ,0 |           |       |    | ,1 |          |        |
|    |       | 59 |           |       |    | 12 |          |        |
|    |       | ** |           |       |    | ** |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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