+---------------------------------+------------------------------------+
| ![](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: AUGUST 1998**                  |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays June 1998                |
|                           | >                                        |
|                           | > Mishandled Baggage June 1998           |
|                           | >                                        |
|                           | > January-June 1998                      |
|                           | >                                        |
|                           | > Oversales 1^st^ Quarter 1998           |
|                           | >                                        |
|                           | > Consumer Complaints June 1998          |
|                           | >                                        |
|                           | > January-June 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** \...\...\...\...\...\...\.....14

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

**Table 7** \...\...\...\...\...\...\.....15

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

**Footnotes** \...\...\...\...\...\...\.....17

**Appendix** \...\...\...\...\...\...\.....18

**Section Page**

***Mishandled Baggage***

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

**Ranking\--Month** \...\...\...\...\...\..........20

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

***Oversales***

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

**Ranking\--Quarter** \...\...\...\...\...\..........23

***Consumer Complaints***

**Explanation** \...\...\...\...\...\..........24

**Complaint Tables 1-5 (Month)** \...\...\...\.....25

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

**Rankings, Table 6 (Month)** \...\...\...\.....30

**Complaint Tables 1-4 (YTD)** \...\...\...\.....31

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

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

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

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

**[INTRODUCTION]{.underline}**

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

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

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

![](media/image5.wmf)

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

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

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

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

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

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

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

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

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

This report provides summary information; except for the few flights
listed in Table 5, it does not show the on-time record of individual
flights. A printout showing the performance of each specific flight
reported to DOT is available for inspection in the Reports Reference
Room (room 4201) of the Office of Airline Information at DOT\'s
headquarters in Washington, D.C. The on-time performance for individual
markets and flights can be searched at
*http://www.bts.gov/ntda/oai/search.html*. 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"}

JUNE 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/

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

SOUTHWEST S/ 14 79.8 53 81.4

DELTA S/ 29 74.7 119 75.4

AMERICAN S/ 29 75.0 92 75.0

ALASKA S/ 7 71.3 35 72.1

CONTINENTAL S/ 27 69.1 78 69.6

AMERICA WEST S/ 26 64.1 52 66.3

US AIRWAYS S/ 25 66.0 86 65.3

TWA S/ 28 65.2 72 64.9

UNITED S/ 29 64.9 100 64.6

NORTHWEST S/ 28 57.7 113 58.7

T O T A L 69.2 70.4

JUNE 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

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

CARRIER JUL-SEP 97 OCT-DEC 97 JAN-MAR 98 APR-JUN 98 APR 98 MAY 98 JUN 98
JUL97-JUN98 SEP 87-JUN 98

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

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

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

ALASKA 72.3 (10) 70.3 (10) 70.7 (9) 75.2 (5) 80.7 (4) 73.1 (8) 72.1 (4)
72.2 (10) 78.4 (6)

AMERICA WEST 79.9 (6) 75.6 (9) 67.9 (10) 71.5 (8) 74.9 (9) 73.3 (7) 66.3
(6) 73.8 (9) 81.3 (2)

AMERICAN 84.0 (3) 79.9 (2) 79.6 (2) 81.0 (2) 84.8 (1) 83.1 (2) 75.0 (3)
81.1 (2) 80.0 (4)

CONTINENTAL 80.7 (5) 77.8 (4) 72.0 (7) 73.8 (6) 76.0 (8) 75.7 (5) 69.6
(5) 76.1 (6) 78.4 (7)

DELTA 76.7 (9) 75.7 (8) 75.0 (4) 77.3 (3) 77.0 (7) 79.5 (4) 75.4 (2)
76.2 (5) 77.3 (9)

NORTHWEST 77.9 (7) 77.0 (6) 73.6 (6) 67.2 (10) 71.3 (10) 71.5 (9) 58.7
(10) 74.0 (7) 80.4 (3)

SOUTHWEST 85.3 (2) 79.7 (3) 77.0 (3) 82.5 (1) 82.6 (2) 83.4 (1) 81.4 (1)
81.2 (1) 84.0 (1)

TWA 86.1 (1) 77.7 (5) 73.9 (5) 72.8 (7) 78.3 (6) 75.4 (6) 64.9 (8) 77.7
(4) 77.3 (8)

UNITED 76.7 (8) 76.3 (7) 71.6 (8) 70.7 (9) 78.7 (5) 69.0 (10) 64.6 (9)
73.9 (8) 76.9 (10)

US AIRWAYS 80.8 (4) 80.6 (1) 81.5 (1) 75.8 (4) 82.0 (3) 80.0 (3) 65.3
(7) 79.7 (3) 79.2 (5)

TOTAL 80.3 77.8 75.4 75.7 79.1 77.5 70.4 77.3 79.1

JUNE 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 763 75.2 1268 63.0 212 69.8 177 81.9 90 64.4 998 70.4 596 69.5

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

CO 766 63.8 847 50.3 313 77.0 101 72.3 H/ 637 66.9 380 65.3

DL 17590 77.7 1574 67.4 330 72.4 270 80.7 6207 75.0 1239 75.1 570 65.4

HP 120 80.8 210 51.9 180 63.9 H/ H/ 86 72.1 232 71.6

NW 442 50.5 582 40.0 345 49.6 193 57.0 26 65.4 582 57.9 299 40.8

TW 206 58.3 240 50.8 180 66.7 116 66.4 141 70.9 288 64.2 174 46.6

UA 496 65.7 1136 61.2 369 66.4 132 64.4 171 54.4 515 54.6 8809 72.4

US 537 63.5 2383 53.8 2024 75.7 9370 73.4 H/ 2693 69.1 240 37.1

WN H/ H/ 1756 76.1 H/ H/ H/ H/

TOTAL 20920 75.7 8240 57.4 5709 72.7 10359 73.2 6635 74.2 7038 68.0
11300 69.6

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 14010 83.4 432 72.9 966 65.6 622 74.0 855 75.8 308 65.9 2001 68.9

AS H/ H/ H/ H/ H/ 192 74.5 777 78.8

CO 538 74.3 309 63.1 6129 60.1 8361 81.4 H/ 320 62.5 787 63.7

DL 3853 80.5 330 68.5 660 64.5 420 73.6 1020 71.3 717 70.4 1466 67.4

HP 203 71.4 120 74.2 240 45.0 150 70.7 180 61.1 2317 61.8 677 61.0

NW 466 56.9 9841 62.5 494 48.8 H/ 86 62.8 270 37.4 564 37.2

TW 318 61.6 270 62.2 176 57.4 H/ 980 67.0 180 43.9 336 31.0

UA 501 65.5 323 66.3 1005 61.0 381 61.7 493 72.8 1160 71.1 4980 65.9

US 322 50.3 422 59.7 434 63.8 322 53.4 H/ 150 20.7 459 28.3

WN H/ 567 68.3 H/ 190 80.5 H/ 4099 83.6 3367 77.9

TOTAL 20211 80.6 12614 63.4 10104 60.2 10446 78.9 3614 70.7 9713 71.5
15414 66.4

JUNE 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 1503 66.7 569 77.5 3081 79.3 504 66.5 8856 71.4 211 75.4 707 66.1

AS H/ H/ H/ H/ H/ 1318 73.9 H/

CO 447 72.7 623 63.9 368 68.5 228 59.2 612 57.0 90 63.3 280 72.1

DL 2038 69.4 2897 81.7 448 69.9 330 58.2 839 65.4 570 71.4 509 68.8

HP 60 55.0 62 64.5 60 58.3 120 74.2 146 65.8 210 64.8 176 56.8

NW 588 46.9 425 48.9 281 58.7 9043 62.2 781 55.1 180 41.7 411 57.9

TW 205 64.9 356 73.9 214 72.4 280 63.2 373 68.4 149 52.3 172 67.4

UA 724 58.1 445 74.2 424 60.8 603 60.2 12307 66.4 1031 66.3 738 63.0

US 2198 63.0 1172 68.6 390 68.5 236 52.1 636 61.6 H/ 6334 65.8

WN H/ 963 85.2 H/ H/ H/ 904 82.6 H/

TOTAL 7763 64.3 7512 75.5 5266 73.9 11344 62.0 24550 67.5 4663 71.1 9327
65.4

ARRIVAL AIRPORT

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

PHX PIT SAN SEA SFO SLC STL TPA

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

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

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

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

AA 529 69.4 90 82.2 524 70.4 486 75.9 896 52.1 210 68.1 385 60.3 300
80.0

AS 180 68.9 H/ 360 82.5 3666 68.1 510 67.1 H/ H/ H/

CO 305 63.0 86 74.4 269 68.0 289 63.7 540 57.8 130 61.5 168 61.9 448
68.8

DL 719 63.6 270 73.7 449 63.3 629 68.0 749 43.5 4794 77.0 210 66.2 998
80.6

HP 5821 68.1 H/ 266 48.5 206 30.1 360 49.7 120 70.0 86 69.8 30 53.3

NW 240 27.5 230 63.9 179 27.4 608 46.7 447 35.6 128 39.1 408 52.2 270
64.8

TW 210 48.6 166 60.8 150 38.0 232 51.7 240 30.8 116 31.9 10497 69.4 206
65.0

UA 1009 71.0 167 56.3 1029 57.6 1514 58.1 7304 55.8 447 68.9 293 56.0
240 61.7

US 210 21.0 8173 68.8 150 24.7 210 54.3 356 24.4 H/ 206 56.3 982 64.4

WN 4823 82.6 H/ 2260 80.7 938 79.6 512 63.3 1149 83.6 2543 72.9 936 81.1

TOTAL 14046 71.3 9182 68.6 5636 67.8 8778 64.8 11914 53.2 7094 75.5
14796 68.7 4410 72.9

JUNE 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 86.0 72.4 63.3 85.4 86.1 J/ J/ 87.2 66.2 68.2 93.5 76.7
100.0 85.2 J/ 84.4

700 - 759 AM 86.9 84.1 92.2 89.5 75.6 88.2 89.3 89.9 84.8 62.2 93.3 93.3
87.0 90.2 78.3 91.4

800 - 859 AM 79.1 68.4 86.2 84.2 70.9 82.7 75.1 88.3 71.1 71.6 88.6 57.1
87.5 94.7 75.2 95.4

900 - 959 AM 79.4 68.1 87.4 70.1 78.4 78.8 81.8 86.3 76.4 84.4 86.5 J/
83.9 76.5 81.7 83.3

1000 - 1059 AM 78.4 62.6 82.1 72.0 80.9 72.0 70.4 82.6 78.6 78.9 91.2
88.3 75.4 63.2 76.7 84.2

1100 - 1159 AM 78.7 53.7 85.0 82.4 78.1 75.4 72.8 82.9 67.6 74.8 78.3
82.4 78.8 59.1 78.2 83.3

1200 - 1259 PM 81.2 62.6 82.4 76.9 75.8 78.9 66.1 90.9 71.7 67.5 83.7 J/
70.2 69.2 69.6 78.6

100 - 159 PM 77.3 62.9 81.1 76.0 81.4 77.4 67.5 84.3 68.0 72.3 79.6 86.7
76.7 66.4 70.9 81.9

200 - 259 PM 79.1 59.3 81.9 79.4 82.2 74.5 75.1 81.4 66.1 67.8 84.9 82.2
71.3 65.5 73.2 80.3

300 - 359 PM 79.7 62.5 76.6 73.2 71.4 70.4 71.7 84.1 65.9 62.7 73.6 80.9
83.3 72.7 67.7 85.4

400 - 459 PM 77.7 57.4 68.5 70.8 78.3 65.3 65.2 79.5 68.3 63.5 79.1 72.0
74.1 66.7 62.3 78.8

500 - 559 PM 67.6 50.7 67.3 73.4 72.5 60.5 72.9 81.2 54.9 56.6 74.2 70.0
69.6 63.7 60.4 66.4

600 - 659 PM 73.6 45.4 57.8 58.4 75.2 60.4 62.0 76.7 54.2 47.4 74.7 53.7
74.8 62.8 49.2 76.1

700 - 759 PM 61.7 48.0 62.8 58.4 63.6 54.2 60.7 74.7 50.0 43.3 71.4 55.0
66.2 61.7 54.0 60.6

800 - 859 PM 68.0 45.7 58.2 60.4 63.8 51.6 52.1 70.7 51.8 45.2 65.4 64.8
74.4 59.7 48.7 67.4

900 - 959 PM 59.2 52.6 66.6 62.4 68.7 54.5 59.5 70.1 56.0 46.1 67.5 66.0
68.1 61.1 54.5 54.8

1000 - 1059 PM 68.0 54.0 57.0 65.6 73.3 60.8 72.9 64.0 51.4 43.3 69.0
56.2 62.4 57.3 53.8 68.1

1100 - 559 AM 74.5 61.6 71.2 66.4 65.1 65.0 55.4 79.1 57.1 57.1 63.9
73.4 49.3 60.1 58.2 65.5

TOTAL, ALL ARRIVALS,

BY AIRPORT 75.7 57.4 72.7 73.2 74.2 68.0 69.6 80.6 63.4 60.2 78.9 70.7
71.5 66.4 64.3 75.5

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 76.3 74.6 79.2 J/ 78.3 84.3 89.8 J/ 68.1 84.8 J/ 75.5 86.2
79.4

700 - 759 AM 86.7 71.2 75.9 96.1 80.0 93.5 80.2 95.3 89.6 93.8 89.4 77.9
97.3 85.0

800 - 859 AM 67.7 68.5 67.2 84.6 74.1 88.8 77.7 86.4 76.3 90.9 92.0 69.7
J/ 79.3

900 - 959 AM 91.1 53.1 73.6 81.1 68.5 66.5 78.8 83.5 75.6 68.2 91.8 74.7
88.2 78.1

1000 - 1059 AM 83.5 60.5 74.7 76.5 76.5 77.0 77.0 73.2 76.4 50.3 73.4
67.3 88.9 73.3

1100 - 1159 AM 78.3 66.0 73.7 75.4 72.2 77.8 74.9 65.8 58.5 43.2 76.0
75.7 78.6 73.0

1200 - 1259 PM 76.1 74.5 77.6 80.3 70.9 65.4 85.0 77.4 64.4 41.6 73.5
77.9 75.8 73.9

100 - 159 PM 70.3 63.2 75.0 65.6 70.8 70.2 71.7 72.1 64.5 42.7 78.8 70.5
82.0 72.8

200 - 259 PM 71.4 69.2 71.8 74.2 73.3 72.1 71.6 65.5 68.0 49.2 78.5 77.6
84.8 73.5

300 - 359 PM 73.0 61.0 69.4 66.4 71.6 77.2 76.9 73.1 73.2 52.1 79.9 67.9
82.1 71.8

400 - 459 PM 83.0 54.9 66.8 73.7 63.1 68.1 63.1 68.9 61.4 54.1 80.9 64.8
79.9 68.8

500 - 559 PM 77.6 61.7 63.5 74.0 58.8 63.0 56.1 64.9 66.3 54.9 65.2 66.3
72.4 65.4

600 - 659 PM 71.0 62.5 55.2 64.5 56.8 64.5 68.9 66.1 55.6 53.9 73.7 64.1
69.8 63.0

700 - 759 PM 69.8 53.8 59.5 67.2 55.7 65.4 55.3 60.4 54.8 49.3 77.0 60.5
63.3 60.8

800 - 859 PM 66.3 50.5 49.0 62.8 54.6 64.9 67.9 59.0 55.1 45.8 72.5 62.5
52.8 59.5

900 - 959 PM 64.9 56.1 52.6 73.3 57.8 69.1 54.4 62.3 65.0 43.1 60.4 57.4
48.8 59.1

1000 - 1059 PM 59.0 53.9 49.6 56.4 49.7 61.3 53.1 50.1 61.0 42.1 64.6
66.3 59.6 58.7

1100 - 559 AM 66.4 61.5 77.9 63.8 64.6 57.1 45.9 62.7 66.4 49.2 33.0
62.5 66.8 63.4

TOTAL, ALL ARRIVALS,

BY AIRPORT 73.9 62.0 67.5 71.1 65.4 71.3 68.6 67.8 64.8 53.2 75.5 68.7
72.9 69.2

JUNE 1998

AIR TRAVEL CONSUMER REPORT

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

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 91.3 88.1 89.8 91.9 90.0 85.5 94.5 90.9 71.9 85.0 96.0 86.0
93.0 93.0 88.3 96.7

700 - 759 AM 84.3 84.3 84.4 92.6 90.2 91.3 94.3 90.3 75.8 84.2 93.7 81.6
93.1 92.6 86.7 95.2

800 - 859 AM 86.1 81.4 81.7 83.9 81.1 83.9 86.4 85.6 79.1 77.9 91.9 86.4
92.6 86.3 82.0 91.0

900 - 959 AM 79.2 76.0 80.2 80.5 83.6 82.5 81.4 84.4 68.6 75.8 88.4 84.8
80.4 89.1 81.1 90.5

1000 - 1059 AM 85.2 76.6 86.2 74.7 85.7 83.4 81.9 81.9 72.0 77.4 85.4
91.7 77.0 78.1 83.5 89.4

1100 - 1159 AM 82.5 73.8 83.3 73.6 85.6 81.4 70.3 74.6 74.2 73.2 84.2
82.0 76.6 68.9 78.7 86.8

1200 - 1259 PM 79.9 71.9 76.9 78.5 83.5 80.3 77.3 81.4 60.7 71.8 84.0
85.0 81.2 68.8 79.0 87.5

100 - 159 PM 80.0 75.8 75.8 75.7 76.8 79.6 70.9 84.4 62.9 68.0 83.8 J/
74.9 77.7 74.3 85.3

200 - 259 PM 77.6 67.6 75.5 72.5 78.0 75.6 73.1 79.1 59.2 62.2 80.7 88.5
72.1 74.9 73.1 83.0

300 - 359 PM 78.3 59.6 73.2 73.1 81.5 73.2 77.9 78.2 42.5 61.8 80.5 79.9
68.9 73.6 75.2 81.6

400 - 459 PM 74.7 62.8 70.0 61.9 76.9 66.6 72.3 71.9 48.2 57.9 78.5 73.9
74.7 73.4 69.5 84.4

500 - 559 PM 76.5 54.0 65.7 67.9 J/ 67.0 66.0 73.8 52.6 52.4 73.2 72.3
68.1 72.0 65.9 76.0

600 - 659 PM 68.0 50.7 59.9 58.5 71.1 59.4 71.1 73.0 40.5 45.1 77.4 67.7
65.6 70.8 63.8 74.3

700 - 759 PM 71.3 42.9 60.3 55.1 75.5 60.4 71.2 74.9 37.3 39.3 80.2 52.4
74.6 72.7 54.0 71.2

800 - 859 PM 66.1 53.1 62.7 54.5 67.3 55.2 59.7 72.0 43.2 41.6 76.1 73.1
77.1 69.7 54.8 68.2

900 - 959 PM 71.9 60.9 62.9 57.7 71.9 57.9 60.5 78.6 47.7 40.8 71.2 55.8
71.8 74.8 63.8 73.9

1000 - 1059 PM 69.1 J/ 38.5 61.3 69.6 J/ 86.4 70.7 41.5 J/ 70.0 66.7
71.8 75.1 J/ 87.5

1100 - 559 AM 66.3 93.3 80.6 33.3 J/ J/ 90.1 0.0 90.0 93.3 80.0 75.9
60.7 78.7 J/ J/

TOTAL, ALL DEPARTURES,

BY AIRPORT 77.6 68.5 75.0 70.2 78.6 73.8 74.9 79.1 56.4 65.0 82.3 76.5
75.0 78.1 74.3 83.5

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 89.6 82.3 87.9 92.5 87.0 92.2 88.9 94.6 95.1 92.1 98.3 89.2
94.9 90.1

700 - 759 AM 90.8 70.6 82.0 93.0 87.9 87.7 81.4 90.9 88.4 89.6 95.1 82.6
92.1 86.8

800 - 859 AM 81.6 75.2 79.0 81.5 76.6 85.0 78.0 88.6 84.6 85.4 90.1 74.6
88.4 83.6

900 - 959 AM 79.2 68.4 72.6 84.0 68.9 80.5 79.2 82.2 75.6 85.2 89.3 75.0
84.2 79.2

1000 - 1059 AM 83.7 67.8 74.1 81.1 70.0 68.1 79.6 83.3 85.5 68.6 87.9
75.5 90.9 79.4

1100 - 1159 AM 86.6 55.4 74.3 79.3 69.0 74.5 72.7 75.2 71.0 63.0 79.1
69.5 86.2 74.0

1200 - 1259 PM 82.7 72.0 71.5 78.9 78.4 73.5 80.4 73.4 68.4 51.7 84.5
69.8 85.7 75.1

100 - 159 PM 76.8 65.3 74.3 79.5 68.3 68.8 80.5 79.9 78.2 54.4 82.9 72.4
79.3 74.5

200 - 259 PM 80.5 55.4 68.7 82.7 69.0 72.2 70.4 72.1 65.6 57.8 84.2 71.0
80.4 72.5

300 - 359 PM 72.2 57.6 65.3 74.2 68.0 68.7 61.7 70.5 69.3 60.3 80.6 66.5
80.6 70.3

400 - 459 PM 67.5 57.2 64.6 71.1 67.2 71.0 64.9 71.4 72.4 61.6 81.4 66.3
76.6 68.1

500 - 559 PM 77.4 51.8 62.7 78.6 57.8 61.8 51.3 74.1 67.4 60.3 77.7 63.4
75.4 65.4

600 - 659 PM 72.8 52.9 59.5 78.2 50.8 63.9 59.8 75.3 64.9 63.9 74.4 60.8
74.5 63.0

700 - 759 PM 64.6 53.9 53.0 78.6 51.6 66.5 50.0 68.7 65.5 58.7 71.0 66.5
72.0 61.8

800 - 859 PM 67.6 49.4 55.3 76.9 58.1 67.9 53.9 67.4 72.9 60.5 82.8 58.1
63.7 61.9

900 - 959 PM 78.6 46.2 51.5 86.6 59.9 48.8 51.9 70.9 77.0 63.7 91.7 57.9
44.3 63.2

1000 - 1059 PM J/ 53.3 53.4 83.3 J/ 57.6 60.7 85.1 72.3 70.4 80.9 52.7
38.1 64.7

1100 - 559 AM 81.3 80.0 84.1 83.8 96.7 88.1 80.0 95.5 79.6 83.4 67.7
66.7 93.3 72.6

TOTAL, ALL DEPARTURES,

BY AIRPORT 78.4 59.5 68.6 82.3 67.2 74.0 67.2 79.3 76.7 69.2 83.1 68.1
82.1 73.0

JUNE 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

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

HP 2681 EWR-PHX 0735 20 100.00 53 34

NW 120 MSP-ORD 2100 22 100.00 75 55

HP 2856 EWR-LAS 2058 30 100.00 103 65

NW 1197 DTW-LAS 2240 30 100.00 66 48

US 625 PHL-LAS 2055 30 100.00 55 45

NW 933 DTW-LAX 1220 30 100.00 45 37

AS 543 LAX-SEA 1722 30 96.67 39 33

UA 663 ORD-SFO 2220 21 95.24 86 58

HP 2043 PHL-PHX 1807 20 95.00 81 38

CO 1169 EWR-GSO 1950 17 94.12 81 63

HP 2856 LAS-SEA 0018 30 93.33 90 69

NW 345 DTW-SFO 1515 30 93.33 83 42

HP 2091 CMH-PHX 1128 30 93.33 71 49

HP 2136 JFK-LAS 2118 30 93.33 63 35

NW 759 DTW-MSP 1855 30 93.33 60 49

NW 331 DTW-LAX 0915 30 93.33 49 41

DL 343 CVG-SAN 0920 30 93.33 28 21

NW 339 DTW-LAX 2240 29 93.10 66 49

US 61 CLT-SFO 2015 26 92.31 39 32

UA 193 IAD-SFO 1730 21 90.48 69 59

UA 210 IAD-BOS 1710 20 90.00 121 84

CO 1421 BUF-EWR 1755 20 90.00 100 64

CO 329 EWR-DCA 2030 20 90.00 71 61

UA 54 ORD-BWI 1340 20 90.00 61 37

HP 2807 PHX-SFO 1314 30 90.00 97 86

HP 2185 EWR-CMH 1844 30 90.00 91 61

UA 71 EWR-SFO 1925 30 90.00 80 72

HP 2848 EWR-PHX 1021 30 90.00 74 44

NW 329 DTW-LAX 1650 30 90.00 69 42

NW 1225 DTW-DEN 1905 30 90.00 67 50

US 153 PIT-PHX 2030 30 90.00 64 53

NW 305 MSP-LAX 1130 30 90.00 59 40

HP 326 JFK-LAS 2116 30 90.00 53 43

US 91 PIT-SAN 2010 30 90.00 53 35

NW 195 DTW-MSP 1505 30 90.00 50 31

NW 1795 MSP-PHX 2100 30 90.00 47 36

NW 1221 DTW-DEN 1230 30 90.00 45 38

UA 1516 ORD-PHL 1800 18 88.89 56 55

CO 557 EWR-ORD 1800 26 88.46 105 65

NW 366 DTW-EWR 1900 26 88.46 66 55

US 439 PHL-MCI 1335 26 88.46 42 31

CO 31 DTW-EWR 1925 17 88.24 88 46

CO 703 DCA-EWR 2100 17 88.24 27 24

HP 2803 CMH-PHX 0605 15 86.67 53 27

DL 651 EWR-ATL 1755 30 86.67 95 51

JUNE 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

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

CO 501 EWR-IND 1920 30 86.67 91 71

NW 269 DTW-SEA 1915 30 86.67 90 83

UA 545 EWR-DEN 1815 30 86.67 81 55

UA 663 EWR-ORD 2015 30 86.67 75 51

US 165 PHL-PHX 1915 30 86.67 71 47

NW 337 DTW-LAX 1525 30 86.67 69 35

US 7 PIT-LAX 1810 30 86.67 69 31

US 81 PIT-SFO 2045 30 86.67 67 49

NW 1457 DTW-STL 1845 30 86.67 66 70

NW 33 DTW-LAX 1910 30 86.67 66 49

AA 1599 EWR-ORD 1811 30 86.67 62 36

DL 1099 BOS-SLC 1755 30 86.67 59 24

US 388 CLT-DTW 1909 30 86.67 58 51

US 87 PHL-SAN 1835 30 86.67 57 47

NW 382 DTW-BOS 1500 30 86.67 51 40

HP 829 BOS-LAS 2100 30 86.67 50 45

NW 1195 DTW-LAS 1915 30 86.67 50 35

UA 131 ORD-LAX 2215 30 86.67 49 31

UA 157 ORD-SFO 1915 30 86.67 47 30

US 167 PHL-PHX 0832 30 86.67 40 30

DL 951 ATL-SLC 2345 30 86.67 38 31

US 623 PHL-LAS 1020 30 86.67 33 27

NW 285 DTW-SAN 0930 30 86.67 32 27

UA 671 LGA-ORD 1900 29 86.21 78 43

UA 629 ORD-SAN 1925 21 85.71 96 109

UA 779 PVD-ORD 1720 21 85.71 53 39

UA 621 ORD-OAK 1545 21 85.71 51 33

UA 678 COS-ORD 1200 21 85.71 46 27

UA 1753 MSP-DEN 1900 21 85.71 45 26

UA 1690 ATL-MIA 2045 21 85.71 43 34

DL 1995 ATL-LAX 2000 21 85.71 36 29

UA 381 ORD-PHX 1215 21 85.71 28 26

UA 715 HPN-ORD 0655 21 85.71 25 25

HP 2854 BWI-PHX 1823 20 85.00 82 42

CO 1157 EWR-MCO 2050 20 85.00 64 44

CO 273 EWR-CLE 1830 26 84.62 92 63

TW 209 STL-SFO 1805 26 84.62 79 49

NW 399 BOS-DTW 1745 26 84.62 76 52

US 1825 PHL-IND 2125 26 84.62 42 23

UA 129 ORD-LAX 2045 26 84.62 36 27

HP 60 PHX-ANC 1845 30 83.33 84 72

NW 371 EWR-DTW 1955 30 83.33 84 70

NW 773 EWR-MSP 1745 30 83.33 79 43

NW 815 DTW-PDX 1850 30 83.33 79 61

CO 745 EWR-SJU 1815 30 83.33 78 63

JUNE 1998

AIR TRAVEL CONSUMER REPORT

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

NUMBER OF PERCENTAGE OF FLIGHT

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

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

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

UA 1777 IAD-LAS 1715 30 83.33 75 31

NW 355 MSP-SFO 1855 30 83.33 74 58

NW 53 DTW-SFO 1905 30 83.33 70 36

US 67 PHL-SFO 1715 30 83.33 64 47

US 1441 PIT-PHX 1810 30 83.33 64 43

HP 553 JFK-PHX 1800 30 83.33 63 35

US 131 PIT-DEN 2025 30 83.33 61 47

US 1215 IAD-CLT 1720 30 83.33 59 44

DL 2123 CVG-SFO 2050 30 83.33 56 42

NW 1081 BWI-MSP 1800 30 83.33 54 38

NW 747 DTW-MSP 1520 30 83.33 53 26

UA 1689 DEN-SFO 1136 30 83.33 52 46

NW 289 DTW-SAN 1915 30 83.33 49 36

NW 55 MSP-LAS 2050 30 83.33 49 38

TW 347 STL-LAX 1805 30 83.33 48 34

HP 60 BOS-PHX 1520 30 83.33 46 33

NW 249 DTW-PHX 1220 30 83.33 46 35

DL 1169 ATL-SFO 1225 30 83.33 45 25

US 45 BWI-SFO 1755 30 83.33 43 36

HP 2844 PHX-SEA 0740 30 83.33 39 28

NW 353 BWI-MSP 0820 30 83.33 39 28

TW 171 STL-LAX 2230 30 83.33 38 29

US 21 PHL-LAX 1000 30 83.33 35 34

US 17 PHL-LAX 0825 30 83.33 34 37

UA 1447 DEN-SFO 1850 29 82.76 63 38

AA 1377 EWR-ORD 1717 28 82.14 144 61

CO 159 EWR-SFO 1845 28 82.14 66 52

UA 1482 ORD-HPN 1710 28 82.14 45 33

AA 1150 MIA-PHL 1940 16 81.25 39 28

UA 403 EWR-DEN 1740 21 80.95 101 66

UA 1820 BOS-ORD 1845 21 80.95 52 34

UA 345 MIA-ORD 1915 21 80.95 52 39

UA 911 IAD-BOS 2135 21 80.95 52 28

UA 1425 ORD-GEG 1915 21 80.95 51 51

UA 419 ORD-MCI 1930 21 80.95 50 36

US 2349 BOS-PIT 1758 26 80.77 82 30

US 859 BOS-IAD 1915 26 80.77 76 40

NW 169 DTW-ORD 1840 26 80.77 68 42

US 1657 EWR-CLT 1914 26 80.77 67 39

NW 367 EWR-DTW 1750 26 80.77 61 29

US 131 EWR-PIT 1808 26 80.77 59 28

US 153 PHL-PIT 1815 26 80.77 56 29

CO 1875 CLE-LAS 1934 26 80.77 52 36

CO 1096 PBI-EWR 2015 20 80.00 106 108

CO 318 EWR-DEN 1810 20 80.00 102 74

JUNE 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

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

CO 614 CLT-EWR 1712 20 80.00 83 36

CO 706 EWR-BOS 1700 20 80.00 81 46

HP 2039 CLE-PHX 1629 20 80.00 53 25

HP 2568 EWR-PHX 1747 30 80.00 88 49

CO 1407 EWR-ORF 1850 30 80.00 84 47

UA 1643 DEN-OAK 2032 30 80.00 84 48

US 79 PIT-SFO 1810 30 80.00 83 43

HP 829 LAS-PHX 0028 30 80.00 77 36

NW 353 MSP-SFO 1125 30 80.00 72 54

HP 2091 EWR-CMH 0846 30 80.00 70 50

US 1905 PHL-MCI 1719 30 80.00 70 44

US 1936 IAD-BOS 1930 30 80.00 66 41

DL 491 JFK-PHX 1800 30 80.00 65 38

UA 779 ORD-STL 1935 30 80.00 61 36

NW 43 DTW-MSP 1655 30 80.00 60 26

TW 151 BOS-STL 1915 30 80.00 59 38

NW 20 MSP-BOS 1445 30 80.00 57 47

TW 249 STL-SJC 2014 30 80.00 57 35

HP 2091 PHX-SAN 1316 30 80.00 56 30

NW 19 BOS-MSP 1140 30 80.00 54 27

AA 47 ORD-SFO 1830 30 80.00 52 33

TW 177 STL-SFO 1130 30 80.00 52 51

UA 215 IAD-SAN 1725 30 80.00 52 29

UA 83 EWR-LAX 1725 30 80.00 49 26

UA 919 IAD-LAX 1705 30 80.00 48 23

UA 447 ORD-COS 2215 30 80.00 48 36

CO 368 EWR-BOS 2030 30 80.00 47 35

HP 2093 PHX-SAN 1544 30 80.00 47 25

NW 105 MSP-PHX 1705 30 80.00 46 26

NW 465 DTW-CMH 1510 30 80.00 45 30

UA 139 ORD-SFO 1545 30 80.00 45 26

DL 1531 CVG-SFO 1630 30 80.00 44 31

DL 599 JFK-SFO 1745 30 80.00 43 30

NW 195 MSP-SAN 1700 30 80.00 43 26

TW 777 JFK-LAS 2105 30 80.00 43 33

HP 553 PHX-LAS 2105 30 80.00 41 28

US 615 CLT-LAS 2020 30 80.00 38 25

NW 697 DTW-DFW 1510 30 80.00 37 22

US 163 PHL-PHX 1055 30 80.00 35 24

DL 189 ATL-LAX 1750 30 80.00 34 25

UA 853 EWR-SFO 0700 30 80.00 31 24

AS 185 SEA-ANC 1420 30 80.00 28 30

JUNE 1998

AIR TRAVEL CONSUMER REPORT

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

ARRIVING LATE 70% OF THE TIME OR MORE

NUMBER OF REGULARLY SCHEDULED FLIGHTS

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

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

CARRIER CARRIER REPORTED DATA NUMBER PERCENTAGE

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

NORTHWEST 1468 137 9.3

AMERICA WEST 576 45 7.8

CONTINENTAL 1126 71 6.3

UNITED 2128 121 5.7

TWA 792 32 4.0

US AIRWAYS 1975 77 3.9

ALASKA 437 16 3.7

DELTA 2521 46 1.8

AMERICAN 1778 25 1.4

SOUTHWEST 2336 4 0.2

TOTAL 15137 574 3.8

JUNE 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) 70.0 78.9 90 90 DUTCH HARBOR, AK. (DUT) 58.6
58.6 29 29

ALBANY, N.Y. (ALB) 66.9 74.8 890 889 EL PASO, TX. (ELP) 79.6 86.0 2,094
2,094

ALBUQUERQUE, N.M. (ABQ) 77.1 81.9 3,030 3,030 ELMIRA, N.Y. (ELM) 76.8
83.0 112 112

ALLENTOWN, PA. (ABE) 65.9 77.6 496 496 ERIE, PA. (ERI) 63.8 83.6 116 116

AMARILLO, TX. (AMA) 78.5 87.4 404 404 EUGENE, OR. (EUG) 58.7 70.0 201
200

ANCHORAGE, AK. (ANC) 58.2 74.3 2,189 2,185 FAIRBANKS, AK. (FAI) 63.5
82.3 515 514

ASHEVILLE, N.C. (AVL) 72.0 84.7 150 150 FARGO, N.D. (FAR) 57.9 80.5 164
164

ATLANTA, GA. (ATL) 75.7 77.6 20,920 20,935 FAYETTEVILLE, N.C. (FAY) 75.8
87.5 120 120

AUGUSTA, GA. (AGS) 68.7 79.3 150 150 FLINT, MI. (FNT) 65.2 82.6 115 115

AUSTIN, TX. (AUS) 78.2 87.3 3,191 3,190 FRESNO, CA. (FAT) 75.6 93.3 90
90

BAKERSFIELD, CA. (BFL) 86.7 96.7 30 30 FT. LAUDERDALE, FL. (FLL) 76.2
82.7 3,226 3,231

BALTIMORE, MD. (BWI) 72.7 75.0 5,709 5,714 FT. MYERS, FL. (RSW) 70.7
82.7 890 890

BANGOR, ME. (BGR) 78.7 88.9 89 90 FT. WAYNE, IN. (FWA) 66.9 86.6 142 142

BARROW, AK. (BRW) 74.4 76.7 86 86 GRAND FORKS, N.D. (GFK) 63.3 80.0 90
90

BATON ROUGE, LA. (BTR) 79.2 85.2 385 385 GRAND RAPIDS, MI. (GRR) 53.7
76.4 723 725

BETHEL, AK. (BET) 86.6 85.4 82 82 GREAT FALLS, MT. (GTF) 67.2 85.6 180
180

BILLINGS, MT. (BIL) 60.0 81.7 240 240 GREEN BAY, WI. (GRB) 55.8 81.7 224
224

BINGHAMTON, N.Y. (BGM) 64.0 76.7 86 86 GREENBRIER, W.V. (LWB) 75.0 66.7
12 12

BIRMINGHAM, AL. (BHM) 76.9 81.4 1,612 1,611 GREENSBORO/HIGH PT., N.C.
(GSO) 63.4 77.9 1,250 1,249

BISMARCK, N.D. (BIS) 55.8 84.2 120 120 GREENVILLE/SPARTBG., S.C. (GSP)
69.5 78.7 574 574

BOISE, ID. (BOI) 75.9 83.3 964 964 GUSTAVUS, AK. (GST) 63.3 90.0 30 30

BOSTON, MA. (BOS) 57.4 68.5 8,240 8,238 HARLINGEN, TX. (HRL) 82.7 85.5
347 346

BOZEMAN, MT. (BZN) 61.7 79.2 154 154 HARRISBURG, PA. (MDT) 63.0 80.0 652
650

BRISTOL, TN. (TRI) 74.1 82.8 116 116 HARTFORD, CT./SPGFLD, MA. (BDL)
66.3 78.8 2,151 2,152

BROWNSVILLE, TX. (BRO) 80.0 96.7 30 30 HELENA, MT. (HLN) 82.2 95.5 90 89

BUFFALO, N.Y. (BUF) 64.0 75.0 1,517 1,515 HONOLULU, OAHU, HI. (HNL) 70.9
82.6 930 927

BURBANK, CA. (BUR) 77.5 81.6 2,382 2,381 HOUSTON, TX. (HOU) 80.2 76.2
4,741 4,734

BURLINGTON, VT. (BTV) 57.7 72.1 239 240 HOUSTON, TX. (IAH) 78.9 82.3
10,446 10,446

CEDAR RAPIDS/IOWA CTY,IA. (CID) 65.4 81.1 445 445 HUNTSVILLE/DECATUR,
AL. (HSV) 79.3 90.2 498 498

CHARLESTON, S.C. (CHS) 70.3 81.2 600 600 IDAHO FALLS, ID. (IDA) 77.8
93.3 90 90

CHARLESTON, W.V. (CRW) 60.6 73.2 142 142 INDIANAPOLIS, IN. (IND) 66.6
75.5 2,759 2,758

CHARLOTTE, N.C. (CLT) 73.2 70.2 10,359 10,358 INDIO/PALM SPRINGS, CA.
(PSP) 66.5 84.6 161 162

CHATTANOOGA, TN. (CHA) 69.8 83.7 86 86 ISLIP/LONG IS., N.Y. (ISP) 83.9
87.2 180 180

CHICAGO, IL. (MDW) 75.9 70.5 3,875 3,874 ITHACA, N.Y. (ITH) 72.3 84.8
112 112

CHICAGO, IL. (ORD) 67.5 68.6 24,550 24,547 JACKSON/VICKSBURG, MS. (JAN)
83.1 86.3 746 746

CINCINNATI, OH. (CVG) 74.2 78.6 6,635 6,635 JACKSON, WY. (JAC) 82.6 85.6
167 167

CLEVELAND, OH. (CLE) 71.0 77.4 5,168 5,171 JACKSONVILLE, FL. (JAX) 73.4
83.3 1,808 1,807

COLORADO SPRINGS, CO. (COS) 69.6 84.8 994 994 JUNEAU, AK. (JNU) 78.0
83.3 540 540

COLUMBIA, S.C. (CAE) 71.4 80.5 482 482 KAHULUI, MAUI, HI. (OGG) 74.7
83.9 261 261

COLUMBUS, OH. (CMH) 69.3 75.7 3,314 3,313 KALAMAZOO, MI. (AZO) 69.3 73.2
127 127

CORDOVA, AK. (CDV) 77.8 81.5 54 54 KALISPELL, MT. (FCA) 64.2 74.8 120
119

CORPUS CHRISTI, TX. (CRP) 81.3 89.2 251 251 KANSAS CITY, MO. (MCI) 65.7
77.3 4,884 4,884

DALLAS/FT. WORTH, TX. (DAL) 82.4 80.0 3,911 3,912 KETCHIKAN, AK. (KTN)
71.1 82.6 270 270

DALLAS/FT. WORTH, TX. (DFW) 80.6 79.1 20,211 20,212 KING SALMON, AK.
(AKN) 77.1 88.6 70 70

DAYTON, OH. (DAY) 64.1 78.7 878 877 KNOXVILLE, TN. (TYS) 70.0 79.5 699
699

DAYTONA BEACH, FL. (DAB) 79.1 86.3 239 240 KODIAK, AK. (ADQ) 56.7 68.3
60 60

DEADHORSE, AK. (SCC) 85.7 78.6 56 56 KONA, HAWAII., HI. (KOA) 80.0 93.3
60 60

DENVER, CO. (DEN) 69.6 74.9 11,300 11,301 KOTZEBUE, AK. (OTZ) 53.3 63.3
90 90

DES MOINES, IA. (DSM) 68.8 84.0 583 581 LA CROSSE, WI. (LSE) 66.1 83.1
59 59

DETROIT, MI. (DTW) 63.4 56.4 12,614 12,605 LAFAYETTE, LA. (LFT) 88.9
100.0 9 10

DILLINGHAM, AK. (DLG) 73.3 83.3 60 60 LANSING, MI. (LAN) 52.8 75.6 176
176

DULUTH, MN. (DLH) 63.0 72.3 100 101 LAS VEGAS, NV. (LAS) 71.5 75.0 9,713
9,722

JUNE 1998

AIR TRAVEL CONSUMER REPORT

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

PERCENT REPORTED PERCENT REPORTED

ON-TIME OPERATIONS ON-TIME OPERATIONS

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

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

LEXINGTON/FRKFT, KY. (LEX) 74.8 79.1 326 326 RENO, NV. (RNO) 74.9 82.1
2,140 2,138

LIHUE, KAUAI, HI. (LIH) 57.1 71.4 21 21 RICHMOND, VA. (RIC) 68.6 77.6
1,215 1,217

LINCOLN, NE. (LNK) 64.0 83.9 236 236 ROANOKE, VA. (ROA) 70.9 81.1 206
206

LITTLE ROCK, AR. (LIT) 72.4 82.0 1,116 1,116 ROCHESTER, MN. (RST) 64.2
86.6 179 179

LONG BEACH, CA. (LGB) 72.2 90.7 270 270 ROCHESTER, N.Y. (ROC) 64.6 75.5
1,199 1,198

LONGVIEW, TX. (GGG) 1 SACRAMENTO, CA. (SMF) 77.9 83.4 3,047 3,046

LOS ANGELES, CA. (LAX) 66.4 78.1 15,414 15,401 SAGINAW, MI. (MBS) 71.1
81.0 294 294

LOUISVILLE, KY. (SDF) 68.2 78.0 2,009 2,009 SALT LAKE CITY, UT. (SLC)
75.5 83.1 7,094 7,097

LUBBOCK, TX. (LBB) 84.6 87.9 546 546 SAN ANTONIO, TX. (SAT) 78.2 87.3
3,107 3,107

MADISON, WI. (MSN) 56.2 73.8 393 393 SAN DIEGO, CA. (SAN) 67.8 79.3
5,636 5,639

MANCHESTER, N.H. (MHT) 66.0 77.0 904 904 SAN FRANCISCO, CA. (OAK) 81.2
84.2 4,553 4,551

MEDFORD, OR. (MFR) 52.5 60.0 120 120 SAN FRANCISCO, CA. (SFO) 53.2 69.2
11,914 11,919

MELBOURNE, FL. (MLB) 73.3 92.9 210 210 SAN JOSE, CA. (SJC) 77.4 84.3
3,918 3,916

MEMPHIS, TN. (MEM) 75.2 71.9 4,105 4,104 SAN JUAN, P.R. (SJU) 77.2 82.7
1,592 1,597

MIAMI, FL. (MIA) 73.9 78.4 5,266 5,263 SANTA BARBARA, CA. (SBA) 60.0
53.3 120 120

MIDLAND/ODESSA, TX. (MAF) 84.0 89.2 538 538 SARASOTA/BRAD., FL. (SRQ)
71.3 82.9 480 480

MILWAUKEE, WI. (MKE) 62.5 77.1 1,270 1,269 SAVANNAH, GA. (SAV) 76.0 83.8
420 420

MINNEAPLS/ST.P, MN. (MSP) 62.0 59.5 11,344 11,362
SCRANTON/WILKES-BARRE,PA. (AVP) 73.3 83.3 150 150

MINOT, N.D. (MOT) 63.3 86.7 90 90 SEATTLE, WA. (SEA) 64.8 76.7 8,778
8,775

MISSION/MCALLEN, TX. (MFE) 76.6 92.3 261 261 SHREVEPORT, LA. (SHV) 79.4
82.9 321 321

MISSOULA, MT. (MSO) 65.3 78.7 150 150 SIOUX CITY, IA. (SUX) 67.8 83.1 59
59

MOBILE,AL./PASCAGOULA,MS. (MOB) 79.4 82.5 360 360 SIOUX FALLS, S.D.
(FSD) 57.7 81.7 324 323

MOLINE, IL. (MLI) 67.6 80.3 142 142 SITKA, AK. (SIT) 80.7 86.0 150 150

MONROE, LA. (MLU) 79.4 91.1 180 180 SOUTH BEND, IN. (SBN) 70.9 81.4 285
285

MONTEREY, CA. (MRY) 51.7 53.3 60 60 SPOKANE, WA. (GEG) 75.9 86.8 1,176
1,176

MONTGOMERY, AL. (MGM) 72.0 82.0 150 150 SPRINGFIELD, MO. (SGF) 71.1 77.5
142 142

MYRTLE BEACH, S.C. (MYR) 67.0 81.7 218 218 ST. CROIX, V.I. (STX) 86.7
91.7 60 60

NANTUCKET, MA. (ACK) 100.0 2 2 ST. LOUIS, MO. (STL) 68.7 68.1 14,796
14,804

NASHVILLE, TN. (BNA) 74.8 78.3 4,171 4,171 ST. THOMAS, V.I. (STT) 86.0
85.4 136 137

NEW ORLEANS, LA. (MSY) 77.2 84.5 4,106 4,105 SYRACUSE, N.Y. (SYR) 65.5
77.5 910 910

NEW YORK, N.Y. (JFK) 70.7 76.5 3,614 3,589 TALLAHASSEE, FL. (TLH) 81.7
86.6 202 202

NEW YORK, N.Y. (LGA) 64.3 74.3 7,763 7,784 TAMPA, FL. (TPA) 72.9 82.1
4,410 4,410

NEWARK, N.J. (EWR) 60.2 65.0 10,104 10,102 TOLEDO, OH. (TOL) 73.3 84.7
176 176

NEWBURGH, N.Y. (SWF) 74.2 88.3 120 120 TRAVERSE CITY, MI. (TVC) 54.4
73.3 90 90

NOME, AK. (OME) 65.3 71.4 98 98 TUCSON, AZ. (TUS) 73.3 84.0 1,457 1,456

NORFOLK/VA. BEACH, VA. (ORF) 69.2 77.7 1,352 1,353 TULSA, OK. (TUL) 74.1
82.1 1,560 1,560

OKLAHOMA CITY, OK. (OKC) 73.1 84.6 1,663 1,662 VALPARAISO, FL. (VPS)
70.0 94.4 90 90

OMAHA, NE. (OMA) 68.8 80.7 1,352 1,350 WASHINGTON, D.C. (DCA) 68.0 73.8
7,038 7,041

ONTARIO, CA. (ONT) 77.1 86.0 2,998 2,996 WASHINGTON, D.C. (IAD) 68.0
71.9 3,737 3,736

ORANGE COUNTY, CA. (SNA) 73.3 85.0 2,860 2,864 WEST PALM BEACH, FL.
(PBI) 69.9 82.7 1,557 1,558

ORLANDO, FL. (MCO) 75.5 83.5 7,512 7,509 WHITE PLAINS, N.Y. (HPN) 47.1
63.7 280 278

PASCO, WA. (PSC) 71.7 84.2 120 120 WICHITA, KS. (ICT) 69.5 84.3 606 606

PENSACOLA, FL. (PNS) 82.0 89.1 540 540 WILMINGTON, N.C. (ILM) 75.6 85.6
180 180

PETERSBURG, AK. (PSG) 80.0 81.7 60 60 WRANGELL, AK. (WRG) 76.7 83.3 60
60

PHILADELPHIA, PA. (PHL) 65.4 67.2 9,327 9,319 YAKUTAT, AK. (YAK) 73.3
85.0 60 60

PHOENIX, AZ. (PHX) 71.3 74.0 14,046 14,047

PITTSBURGH, PA. (PIT) 68.6 67.2 9,182 9,190

PORTLAND, ME. (PWM) 62.2 77.7 574 573

PORTLAND, OR. (PDX) 71.1 82.3 4,663 4,657

PROVIDENCE, R.I. (PVD) 69.4 76.8 1,785 1,786

RALEIGH/DURHAM, N.C. (RDU) 69.6 81.0 2,298 2,300

RAPID CITY, S.D. (RAP) 64.7 73.5 102 102

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

###  **JUNE**

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

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

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

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

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

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

<table style="width:100%;">
<colgroup>
<col style="width: 8%" />
<col style="width: 11%" />
<col style="width: 2%" />
<col style="width: 10%" />
<col style="width: 13%" />
<col style="width: 12%" />
<col style="width: 5%" />
<col style="width: 10%" />
<col style="width: 12%" />
<col style="width: 12%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h6 id="delta">Delta</h6></td>
<td></td>
<td>34,750</td>
<td>8,709,394</td>
<td><strong>3.99</strong></td>
<td></td>
<td>36,823</td>
<td>8,615,855</td>
<td><strong>4.27</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><em><strong>America West</strong></em></td>
<td></td>
<td>6,713</td>
<td>1,573,591</td>
<td><strong>4.27</strong></td>
<td></td>
<td>4,968</td>
<td>1,585,623</td>
<td><strong>3.13</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>American</strong></em></td>
<td></td>
<td>25,521</td>
<td>5,665,601</td>
<td><strong>4.50</strong></td>
<td></td>
<td>31,353</td>
<td>5,717,338</td>
<td><strong>5.48</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><em><strong>Continental</strong></em></td>
<td></td>
<td>13,892</td>
<td>3,041,874</td>
<td><strong>4.57</strong></td>
<td></td>
<td>11,378</td>
<td>2,963,008</td>
<td><strong>3.84</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>Southwest</strong></em></td>
<td></td>
<td>24,431</td>
<td>5,292,479</td>
<td><strong>4.62</strong></td>
<td></td>
<td>17,908</td>
<td>4,800,634</td>
<td><strong>3.73</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><em><strong>US Airways</strong></em></td>
<td></td>
<td>29,386</td>
<td>4,902,982</td>
<td><strong>5.99</strong></td>
<td></td>
<td>21,113</td>
<td>5,055,378</td>
<td><strong>4.18</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>TWA</strong></em></td>
<td></td>
<td>14,445</td>
<td>2,091,919</td>
<td><strong>6.91</strong></td>
<td></td>
<td>8,847</td>
<td>1,982,941</td>
<td><strong>4.46</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><em><strong>Alaska</strong></em></td>
<td></td>
<td>7,834</td>
<td>1,070,551</td>
<td><strong>7.32</strong></td>
<td></td>
<td>7,804</td>
<td>1,042,244</td>
<td><strong>7.49</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>Northwest</strong></em></td>
<td></td>
<td>32,849</td>
<td>3,930,702</td>
<td><strong>8.36</strong></td>
<td></td>
<td>23,974</td>
<td>4,024,673</td>
<td><strong>5.96</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><em><strong>United</strong></em></td>
<td></td>
<td>58,711</td>
<td>6,860,736</td>
<td><strong>8.56</strong></td>
<td></td>
<td>41,509</td>
<td>6,529,660</td>
<td><strong>6.36</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>248,532</strong></td>
<td><strong>43,139,829</strong></td>
<td><strong>5.76</strong></td>
<td></td>
<td><strong>205,677</strong></td>
<td><strong>42,317,354</strong></td>
<td><strong>4.86</strong></td>
</tr>
</tbody>
</table>

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

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

###  **JANUARY-JUNE**

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

  ------ --------- ------------------------- --- -------------------------
                   ***JANUARY-JUNE 1998***       ***JANUARY-JUNE 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-jun-98">JAN-JUN ’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>31,692</td>
<td>8,582,571</td>
<td><strong>3.69</strong></td>
<td></td>
<td>28,915</td>
<td>8,375,576</td>
<td><strong>3.45</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><em><strong>Continental</strong></em></td>
<td></td>
<td>68,601</td>
<td>17,177,332</td>
<td><strong>3.99</strong></td>
<td></td>
<td>58,973</td>
<td>15,513,902</td>
<td><strong>3.80</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>US Airways</strong></em></td>
<td></td>
<td>115,597</td>
<td>27,793,686</td>
<td><strong>4.16</strong></td>
<td></td>
<td>112,808</td>
<td>26,397,493</td>
<td><strong>4.27</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><em><strong>American</strong></em></td>
<td></td>
<td>136,193</td>
<td>31,708,924</td>
<td><strong>4.30</strong></td>
<td></td>
<td>148,605</td>
<td>29,354,130</td>
<td><strong>5.06</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>Southwest</strong></em></td>
<td></td>
<td>128,214</td>
<td>28,721,073</td>
<td><strong>4.46</strong></td>
<td></td>
<td>92,731</td>
<td>25,213,570</td>
<td><strong>3.68</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><em><strong>Delta</strong></em></td>
<td></td>
<td>211,453</td>
<td>47,226,076</td>
<td><strong>4.48</strong></td>
<td></td>
<td>211,824</td>
<td>45,182,156</td>
<td><strong>4.69</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>TWA</strong></em></td>
<td></td>
<td>67,397</td>
<td>11,486,773</td>
<td><strong>5.87</strong></td>
<td></td>
<td>56,304</td>
<td>9,872,465</td>
<td><strong>5.70</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><em><strong>Alaska</strong></em></td>
<td></td>
<td>33,641</td>
<td>5,495,123</td>
<td><strong>6.12</strong></td>
<td></td>
<td>35,774</td>
<td>4,932,048</td>
<td><strong>7.25</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>Northwest</strong></em></td>
<td></td>
<td>154,204</td>
<td>21,912,181</td>
<td><strong>7.04</strong></td>
<td></td>
<td>119,869</td>
<td>20,302,139</td>
<td><strong>5.90</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><em><strong>United</strong></em></td>
<td></td>
<td>285,518</td>
<td>36,367,772</td>
<td><strong>7.85</strong></td>
<td></td>
<td>219,612</td>
<td>32,833,325</td>
<td><strong>6.69</strong></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td><strong>Total</strong></td>
<td></td>
<td><strong>1,232,510</strong></td>
<td><strong>236,471,511</strong></td>
<td><strong>5.21</strong></td>
<td></td>
<td><strong>1,085,415</strong></td>
<td><strong>217,976,804</strong></td>
<td><strong>4.98</strong></td>
</tr>
</tbody>
</table>

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

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

**[OVERSALES]{.underline}**

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

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

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

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

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

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

***January-March***

***PASSENGERS DENIED BOARDING***

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

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

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

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

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

<table style="width:100%;">
<colgroup>
<col style="width: 6%" />
<col style="width: 12%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 10%" />
<col style="width: 9%" />
<col style="width: 6%" />
<col style="width: 8%" />
<col style="width: 9%" />
<col style="width: 10%" />
<col style="width: 9%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h5 id="continental">Continental</h5></td>
<td>18,788</td>
<td>140</td>
<td>8,677,516</td>
<td><strong>0.16</strong></td>
<td></td>
<td>16,208</td>
<td>109</td>
<td>8,406,746</td>
<td><strong>0.13</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>2</td>
<td><em><strong>Northwest</strong></em></td>
<td>28,884</td>
<td>250</td>
<td>11,591,474</td>
<td><strong>0.22</strong></td>
<td></td>
<td>27,474</td>
<td>841</td>
<td>11,529,222</td>
<td><strong>0.73</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>US Airways</strong></em></td>
<td>22,251</td>
<td>352</td>
<td>12,991,026</td>
<td><strong>0.27</strong></td>
<td></td>
<td>24,935</td>
<td>2,210</td>
<td>13,867,385</td>
<td><strong>1.59</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>4</td>
<td><em><strong>American</strong></em></td>
<td>57,780</td>
<td>713</td>
<td>17,402,678</td>
<td><strong>0.41</strong></td>
<td></td>
<td>63,660</td>
<td>2,311</td>
<td>17,168,901</td>
<td><strong>1.35</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>United</strong></em></td>
<td>36,933</td>
<td>1,124</td>
<td>17,699,804</td>
<td><strong>0.64</strong></td>
<td></td>
<td>23,770</td>
<td>1,184</td>
<td>17,842,410</td>
<td><strong>0.66</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>6</td>
<td><em><strong>Delta</strong></em></td>
<td>64,690</td>
<td>2,736</td>
<td>23,937,587</td>
<td><strong>1.14</strong></td>
<td></td>
<td>63,430</td>
<td>5,229</td>
<td>23,437,632</td>
<td><strong>2.23</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>America West</strong></em></td>
<td>14,218</td>
<td>526</td>
<td>4,261,813</td>
<td><strong>1.23</strong></td>
<td></td>
<td>21,825</td>
<td>1,469</td>
<td>4,758,297</td>
<td><strong>3.09</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>8</td>
<td><em><strong>TWA</strong></em></td>
<td>13,346</td>
<td>928</td>
<td>5,442,495</td>
<td><strong>1.71</strong></td>
<td></td>
<td>13,229</td>
<td>911</td>
<td>5,154,772</td>
<td><strong>1.77</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>Alaska</strong></em></td>
<td>8,326</td>
<td>518</td>
<td>2,850,128</td>
<td><strong>1.82</strong></td>
<td></td>
<td>6,453</td>
<td>982</td>
<td>2,757,712</td>
<td><strong>3.56</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>10</td>
<td><em><strong>Southwest</strong></em></td>
<td>18,956</td>
<td>2,430</td>
<td>13,245,641</td>
<td><strong>1.83</strong></td>
<td></td>
<td>15,400</td>
<td>2,641</td>
<td>13,328,918</td>
<td><strong>1.98</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td><strong>TOTAL</strong></td>
<td><strong>284,172</strong></td>
<td><strong>9,717</strong></td>
<td><strong>118,100,162</strong></td>
<td><strong>0.82</strong></td>
<td></td>
<td><strong>276,384</strong></td>
<td><strong>17,887</strong></td>
<td><strong>118,251,995</strong></td>
<td><strong>1.51</strong></td>
</tr>
</tbody>
</table>

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

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

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

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

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

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

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

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

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

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

TABLE 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

JUNE 1998 JUNE 1997

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 637 41 2 41 607 61 4 107

FOREIGN AIRLINES 45 0 0 1 116 2 2 1

CARGO COMPANIES 0 0 0 0 1 0 0 0

TRAVEL AGENTS 0 0 0 0 0 0 0 1

TOUR OPERATORS 12 0 0 0 14 0 0 1

MISCELLANEOUS 15 2 0 10 20 8 0 10

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

INDUSTRY TOTALS 709 43 2 52 758 71 6 120

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

JUNE 1998 JUNE 1997

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 195 1 190

DELAYS\...\...\...\.... 63 33

CANCELLATIONS\...\... 69 69

MISCONNECTIONS\..... 28 25

CUSTOMER SERVICE\...\..... 2 142 2 149

TICKETING/BOARDING\...\... 3 116 3 116

DISABLED\...\...\..... 30 36

BAGGAGE\...\...\...\...\..... 4 92 4 92

REFUNDS\...\...\...\...\..... 5 60 5 73

OVERSALES\...\...\...\...\... 6 42 6 58

OTHER\...\...\...\...\...\.... 7 32 7 38

FREQUENT FLYER\..... 19 25

FARES\...\...\...\...\...\.... 8 24 8 21

ADVERTISING\...\...\...\.... 9 3 10 6

TOURS\...\...\...\...\...\.... 10 2 9 12

SMOKING\...\...\...\...\..... 11 1 11 3

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

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

COMPLAINT TOTAL 709 758

\* 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

JUNE 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 1 0 0 0 1 0 0 0 0 0 6

AMERICA WEST AIRLINES 9 1 3 2 3 3 3 0 0 0 0 1 25

AMERICAN AIRLINES 13 2 12 4 5 10 14 0 0 0 0 2 62

AMERICAN EAGLE 3 2 0 0 0 0 1 0 0 0 0 0 6

AMERICAN TRANS AIR 5 2 0 0 2 3 2 0 0 0 0 0 14

CONTINENTAL AIRLINES 8 1 9 0 1 6 17 0 0 0 0 2 44

DELTA AIR LINES 11 2 19 3 2 4 8 0 0 0 0 7 56

KIWI INTERNATIONAL AIRLINES 4 0 1 0 3 1 2 0 0 0 0 0 11

NORTHWEST AIRLINES 48 2 15 3 1 14 25 0 0 0 0 4 112

PAN AM 0 0 0 0 17 2 0 0 0 0 0 0 19

SOUTHWEST AIRLINES 1 2 2 0 0 1 3 0 0 0 0 0 9

TOWER AIR 13 4 3 0 1 2 3 1 0 0 0 2 29

TRANS WORLD AIRLINES 9 3 7 1 0 3 11 0 0 0 0 0 34

TRANS WORLD EXPRESS 6 1 0 0 0 0 1 0 0 0 0 2 10

UNITED AIRLINES 16 5 14 1 4 16 23 0 1 0 0 8 88

UNITED EXPRESS 3 3 1 0 0 2 1 0 0 0 0 0 10

US AIRWAYS 15 2 6 3 3 4 7 0 0 0 0 1 41

VANGUARD AIRLINES 5 0 1 0 1 1 3 0 1 0 0 0 12

OTHER U.S. AIRLINES 12 2 7 3 10 6 7 0 0 0 1 1 49

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

JUNE 1998 185 34 101 20 53 78 132 1 2 0 1 30 637

\% OF TOTAL COMPLAINTS 29.0 5.3 15.9 3.1 8.3 12.2 20.7 0.2 0.3 0.0 0.2
4.7

JUNE 1997 170 47 90 16 55 62 129 1 2 0 2 33 607

\% OF TOTAL COMPLAINTS 28.0 7.7 14.8 2.6 9.1 10.2 21.3 0.2 0.3 0.0 0.3
5.4

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

JUNE 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 JUNE JUNE PERCENT MAY PERCENT MONTHS PERCENT
DATE PERCENT

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

AIRTRAN AIRWAYS 6 3 50.00 2 33.33 1 16.67 0 0.00

AMERICA WEST AIRLINES 25 4 16.00 7 28.00 14 56.00 0 0.00

AMERICAN AIRLINES 62 9 14.52 27 43.55 25 40.32 1 1.61

AMERICAN EAGLE 6 0 0.00 4 66.67 2 33.33 0 0.00

AMERICAN TRANS AIR 14 6 42.86 6 42.86 2 14.29 0 0.00

CONTINENTAL AIRLINES 44 16 36.36 15 34.09 13 29.55 0 0.00

DELTA AIR LINES 56 9 16.07 16 28.57 28 50.00 3 5.36

KIWI INTERNATIONAL AIRLINES 11 3 27.27 2 18.18 6 54.55 0 0.00

NORTHWEST AIRLINES 112 26 23.21 51 45.54 34 30.36 1 0.89

PAN AM 19 5 26.32 0 0.00 8 42.11 6 31.58

SOUTHWEST AIRLINES 9 1 11.11 2 22.22 6 66.67 0 0.00

TOWER AIR 29 6 20.69 3 10.34 20 68.97 0 0.00

TRANS WORLD AIRLINES 34 9 26.47 7 20.59 17 50.00 1 2.94

TRANS WORLD EXPRESS 10 1 10.00 6 60.00 3 30.00 0 0.00

UNITED AIRLINES 88 14 15.91 24 27.27 50 56.82 0 0.00

UNITED EXPRESS 10 4 40.00 3 30.00 3 30.00 0 0.00

US AIRWAYS 41 11 26.83 16 39.02 13 31.71 1 2.44

VANGUARD AIRLINES 12 6 50.00 1 8.33 4 33.33 1 8.33

OTHER U.S. AIRLINES 49 12 24.49 14 28.57 23 46.94 0 0.00

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

TOTALS 637 145 22.76 206 32.34 272 42.70 14 2.20

PRIOR YEAR\'S TOTALS 607 119 19.60 173 28.50 311 51.24 4 0.66

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

JUNE 1998

FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

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

VIRGIN ATLANTIC 0 0 1 0 0 3 1 0 0 0 0 0 5

OTHER FOREIGN AIRLINES 3 4 9 0 3 7 7 0 1 0 0 1 35

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

TOTAL 3 5 12 0 3 11 9 0 1 0 0 1 45

TOUR OPERATORS

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

SUNJET INT\'L SALES 3 2 0 0 1 1 0 0 0 0 0 0 7

OTHER TOUR OPERATORS 3 0 0 0 1 0 1 0 0 0 0 0 5

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

TOTAL 6 2 0 0 2 1 1 0 0 0 0 0 12

MISCELLANEOUS

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

OTHER MISCELLANEOUS 1 1 3 4 2 2 0 0 0 0 1 1 15

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

TOTAL 1 1 3 4 2 2 0 0 0 0 1 1 15

TRAVEL AGENTS

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

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

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

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

CARGO COMPANIES

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

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

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

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

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

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

\'OTHER CARGO COMPANIES\', ETC.

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

TABLE 6

***JUNE***

***Consumer Complaints: Rankings***

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

  ----- -------- -------------------------- --- --------------------------
                 ***JUNE 1998***                ***JUNE 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="june-98">JUNE ’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  | ####  | 9  | 5,303,754 | **0   |    | 11 | 4        | **     |
|    |  Sout |    |           | .17** |    |    | ,813,013 | 0.23** |
|    | hwest |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 2  | **    | 2  | 1,175,144 | **0   |    | 2  | 1        | **     |
|    | *Alas |    |           | .17** |    |    | ,118,641 | 0.18** |
|    | ka*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 3  | *     | 56 | 9,356,687 | **0   |    | 60 | 9        | **     |
|    | **Del |    |           | .60** |    |    | ,137,229 | 0.66** |
|    | ta*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 4  | ***US | 41 | 5,071,530 | **0   |    | 47 | 5        | **     |
|    | Airwa |    |           | .81** |    |    | ,196,404 | 0.90** |
|    | ys*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 5  | ***A  | 62 | 7,162,372 | **0   |    | 88 | 7        | **     |
|    | meric |    |           | .87** |    |    | ,134,230 | 1.23** |
|    | an*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 6  | **    | 88 | 7,749,885 | **1   |    | 66 | 7        | **     |
|    | *Unit |    |           | .14** |    |    | ,483,256 | 0.88** |
|    | ed*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 7  | **    | 44 | 3,619,216 | **1   |    | 24 | 3        | **     |
|    | *Cont |    |           | .22** |    |    | ,396,766 | 0.71** |
|    | inent |    |           |       |    |    |          |        |
|    | al*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 8  | ***T  | 34 | 2,211,188 | **1   |    | 15 | 2        | **     |
|    | W     |    |           | .54** |    |    | ,123,344 | 0.71** |
|    | A***  |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 9  | ***Am | 25 | 1,597,877 | **1   |    | 20 | 1        | **     |
|    | erica |    |           | .56** |    |    | ,609,453 | 1.24** |
|    | We    |    |           |       |    |    |          |        |
|    | st*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 10 | ***No | 1  | 4,776,602 | **2   |    | 64 | 4        | **     |
|    | rthwe | 12 |           | .34** |    |    | ,873,354 | 1.31** |
|    | st*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
|    | **TO  | *  | **48,     | **0   |    | *  | **46,8   | **     |
|    | TAL** | *4 | 024,255** | .98** |    | *3 | 85,690** | 0.85** |
|    |       | 73 |           |       |    | 97 |          |        |
|    |       | ** |           |       |    | ** |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+

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 JUNE 1998 JANUARY 1997 THRU JUNE 1997

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 3674 217 10 368 3315 330 13 614

FOREIGN AIRLINES 444 3 0 13 446 3 2 24

CARGO COMPANIES 2 0 0 0 1 0 0 0

TRAVEL AGENTS 3 0 0 0 3 0 0 1

TOUR OPERATORS 153 0 1 2 72 1 0 4

MISCELLANEOUS 176 41 0 67 135 48 0 76

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

INDUSTRY TOTALS 4452 261 11 450 3972 382 15 719

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

JANUARY 1998 THRU JUNE 1998 JANUARY 1997 THRU JUNE 1997

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 1062 1 1032

DELAYS\...\...\...\.... 286 231

CANCELLATIONS\...\... 389 364

MISCONNECTIONS\..... 123 146

CUSTOMER SERVICE\...\..... 2 892 2 769

BAGGAGE\...\...\...\...\..... 3 666 4 524

TICKETING/BOARDING\...\... 4 626 3 530

DISABLED\...\...\..... 162 166

REFUNDS\...\...\...\...\..... 5 388 5 381

OVERSALES\...\...\...\...\... 6 279 6 301

OTHER\...\...\...\...\...\.... 7 253 7 195

FREQUENT FLYER\..... 124 109

FARES\...\...\...\...\...\.... 8 168 8 123

TOURS\...\...\...\...\...\.... 9 72 9 68

ADVERTISING\...\...\...\.... 10 40 10 40

SMOKING\...\...\...\...\..... 11 6 11 8

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

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

COMPLAINT TOTAL 4452 3972

\* 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 JUNE 1998

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

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

AIR SOUTH 1 0 3 0 8 0 0 0 0 0 0 0 12

AIRTRAN AIRWAYS 9 0 4 0 3 2 4 0 1 0 0 0 23

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

ALASKA AIRLINES 6 1 0 1 0 7 8 0 0 0 0 1 24

AMERICA WEST AIRLINES 44 4 16 7 9 15 32 0 0 0 0 5 132

AMERICAN AIRLINES 84 20 68 26 27 77 83 0 5 0 2 22 414

AMERICAN EAGLE 11 7 3 3 0 4 9 0 0 0 0 2 39

AMERICAN TRANS AIR 13 6 9 3 2 15 14 0 1 0 0 6 69

ATLANTIC SOUTHEAST AIRLINES 21 1 3 0 0 6 3 0 0 0 0 7 41

CARNIVAL AIR LINES 2 6 5 1 9 7 4 0 0 0 1 0 35

CONTINENTAL AIRLINES 13 9 27 7 4 28 45 0 4 0 0 17 154

DELTA AIR LINES 97 16 66 13 10 30 84 0 2 0 0 44 362

EASTWIND AIRLINES 12 1 1 0 5 1 3 0 0 0 0 0 23

KIWI INTERNATIONAL AIRLINEs 44 5 4 0 12 20 15 0 1 0 0 4 105

MESA AIRLINES 12 1 2 1 0 0 1 0 0 0 0 1 18

MIDWAY AIRLINES 2 0 3 1 0 2 6 0 0 0 0 0 14

NORTHWEST AIRLINES 180 8 55 14 10 66 113 1 0 0 0 24 471

PAN AM 18 21 11 1 99 25 20 0 0 0 1 1 197

RENO AIR 11 4 11 3 5 2 8 0 0 0 0 0 44

SKY TREK INT\'L AIR 3 0 0 0 1 2 9 0 0 0 4 5 24

SOUTHWEST AIRLINES 5 6 19 3 1 14 19 0 2 0 0 0 69

SPIRIT AIRLINES 11 0 3 1 2 4 4 0 0 0 0 2 27

SUN COUNTRY AIRLINES 1 1 1 1 1 0 3 0 0 0 2 1 11

TOWER AIR 80 31 17 2 4 18 34 2 1 0 1 10 200

TRANS STATES AIRLINES 3 0 1 0 0 4 2 0 0 0 0 0 10

TRANS WORLD AIRLINES 29 10 25 5 3 15 41 0 0 0 0 7 135

TRANS WORLD EXPRESS 10 4 1 0 0 2 4 0 0 0 0 4 25

UNITED AIRLINES 88 29 80 21 30 88 136 0 5 0 0 36 513

UNITED EXPRESS 11 4 3 1 0 11 5 0 0 0 0 0 35

US AIRWAYS 48 7 45 13 17 20 31 0 2 0 0 10 193

VANGUARD AIRLINES 18 2 4 2 5 6 5 0 5 0 0 1 48

WESTERN PACIFIC AIRLINES 6 0 11 1 40 11 1 0 0 0 0 0 70

OTHER U.S. AIRLINES 34 5 9 2 17 24 20 0 1 0 2 5 119

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

JANUARY THRU JUNE 1998 934 210 513 133 325 526 772 3 30 0 13 215 3674

\% OF TOTAL COMPLAINTS 25.4 5.7 14.0 3.6 8.8 14.3 21.0 0.1 0.8 0.0 0.4
5.9

JANUARY THRU JUNE 1997 928 252 437 101 299 405 683 5 33 1 7 164 3315

\% OF TOTAL COMPLAINTS 28.0 7.6 13.2 3.0 9.0 12.2 20.6 0.2 1.0 0.0 0.2
4.9

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 JUNE 1998

FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

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

AIR ARUBA 10 0 0 0 1 4 2 0 0 0 0 2 19

AIR CANADA 1 0 5 1 0 7 3 1 0 0 0 0 18

AIR FRANCE 4 1 5 3 1 9 4 0 0 0 0 0 27

AIR JAMAICA 9 5 0 0 0 8 10 0 0 0 1 3 36

BRITISH AIRWAYS 9 3 11 1 1 9 5 0 0 0 0 0 39

BWIA 1 6 1 0 1 3 1 0 0 0 0 0 13

IBERIA AIRLINES 0 0 1 0 0 3 5 1 0 0 0 0 10

KLM 5 3 2 0 1 8 6 0 0 0 0 1 26

LUFTHANSA 0 3 6 0 0 5 4 0 0 0 0 1 19

MEXICANA 1 2 0 0 2 3 6 0 0 0 0 1 15

OLYMPIC AIRWAYS 2 0 5 0 1 0 1 1 0 0 0 0 10

TAESA 1 5 2 0 0 2 1 0 0 0 0 0 11

VIRGIN ATLANTIC 0 1 3 1 1 6 1 0 1 0 0 0 14

OTHER FOREIGN AIRLINES 15 23 29 2 11 50 31 0 3 0 1 10 175

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

TOTAL 60 56 72 8 20 118 83 3 4 0 2 18 444

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 3 0 0 0 0 0 0 0 3

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

TOTAL 0 0 0 0 3 0 0 0 0 0 0 0 3

TOUR OPERATORS

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

APPLE VACATIONS 3 0 0 0 2 0 5 0 0 0 4 0 14

SUNJET INT\'L SALES 38 7 11 2 10 7 12 0 1 0 5 3 96

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

OTHER TOUR OPERATORS 3 0 3 0 3 0 2 0 0 0 1 1 13

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

TOTAL 44 7 14 2 15 7 19 0 1 0 40 4 153

MISCELLANEOUS

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

OTHER MISCELLANEOUS 24 6 27 25 25 14 18 0 5 0 17 15 176

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

TOTAL 24 6 27 25 25 14 18 0 5 0 17 15 176

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

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

\'OTHER CARGO COMPANIES\', ETC.

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

TABLE 5

***JANUARY-JUNE***

***Consumer Complaints: Rankings***

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

  ----- -------- -------------------------- --- --------------------------
                 ***JANUARY-JUNE 1998***        ***JANUARY-JUNE 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-june-98">JAN-JUNE ’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  | #     | 69 | 2         | **0   |    | 87 | 27       | **     |
|    | ##### |    | 8,780,481 | .24** |    |    | ,439,846 | 0.32** |
|    |  Sout |    |           |       |    |    |          |        |
|    | hwest |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 2  | **    | 24 | 6,182,099 | **0   |    | 31 | 5        | **     |
|    | *Alas |    |           | .39** |    |    | ,884,007 | 0.53** |
|    | ka*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 3  | ***US | 1  | 2         | **0   |    | 2  | 29       | **     |
|    | Airwa | 93 | 8,673,040 | .67** |    | 47 | ,491,782 | 0.84** |
|    | ys*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 4  | *     | 3  | 5         | **0   |    | 3  | 51       | **     |
|    | **Del | 62 | 2,117,547 | .69** |    | 27 | ,192,801 | 0.64** |
|    | ta*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 5  | **    | 1  | 2         | **0   |    | 1  | 19       | **     |
|    | *Cont | 54 | 0,352,295 | .76** |    | 51 | ,012,582 | 0.79** |
|    | inent |    |           |       |    |    |          |        |
|    | al*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 6  | ***A  | 4  | 4         | **1   |    | 4  | 40       | **     |
|    | meric | 14 | 0,213,907 | .03** |    | 72 | ,080,846 | 1.18** |
|    | an*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 7  | ***T  | 1  | 1         | **1   |    | 1  | 11       | **     |
|    | W     | 35 | 2,093,360 | .12** |    | 00 | ,335,338 | 0.88** |
|    | A***  |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 8  | **    | 5  | 4         | **1   |    | 4  | 40       | **     |
|    | *Unit | 13 | 1,267,423 | .24** |    | 01 | ,972,875 | 0.98** |
|    | ed*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 9  | ***Am | 1  | 8,792,205 | **1   |    | 1  | 9        | **     |
|    | erica | 32 |           | .50** |    | 48 | ,264,038 | 1.60** |
|    | We    |    |           |       |    |    |          |        |
|    | st*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
| 10 | ***No | 4  | 2         | **1   |    | 3  | 26       | **     |
|    | rthwe | 71 | 6,399,689 | .78** |    | 39 | ,547,367 | 1.28** |
|    | st*** |    |           |       |    |    |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+
|    | **TO  | *  | **264,    | **0   |    | *  | **261,2  | **     |
|    | TAL** | *2 | 872,046** | .93** |    | *2 | 21,482** | 0.88** |
|    |       | ,4 |           |       |    | ,3 |          |        |
|    |       | 67 |           |       |    | 03 |          |        |
|    |       | ** |           |       |    | ** |          |        |
+----+-------+----+-----------+-------+----+----+----------+--------+

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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