+---------------------------------+------------------------------------+
| ![](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: September 1998**               |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays July 1998                |
|                           | >                                        |
|                           | > Mishandled Baggage July 1998           |
|                           | >                                        |
|                           | > Oversales 2nd Quarter 1998             |
|                           | >                                        |
|                           | > January-June 1998                      |
|                           | >                                        |
|                           | > Consumer Complaints July 1998          |
+---------------------------+------------------------------------------+

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

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

**Section Page**

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

***Flight Delays***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

**Section Page**

***Mishandled Baggage***

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

**Ranking** \...\...\...\...\...\..........17

***Oversales***

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

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

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

***Consumer Complaints***

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

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

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

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

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

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

**[INTRODUCTION]{.underline}**

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

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

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

![](media/image5.wmf)

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

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

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

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

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

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

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

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

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

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

JULY 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 83.2 53 83.9

DELTA S/ 29 81.7 119 81.9

US AIRWAYS S/ 25 81.6 86 81.0

AMERICAN S/ 29 81.3 91 80.9

CONTINENTAL S/ 27 80.6 77 80.7

TWA S/ 28 77.8 72 77.5

NORTHWEST S/ 28 74.9 113 74.5

UNITED S/ 29 74.2 100 73.9

ALASKA S/ 7 71.7 35 72.3

AMERICA WEST S/ 26 65.0 51 64.9

T O T A L 78.6 78.9

JULY 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 MAY 98 JUN 98 JUL 98
AUG97-JUL98 SEP 87-JUL 98

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

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

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

ALASKA 72.3 (10) 70.3 (10) 70.7 (9) 75.2 (5) 73.1 (8) 72.1 (4) 72.3 (9)
72.1 (10) 78.3 (7)

AMERICA WEST 79.9 (6) 75.6 (9) 67.9 (10) 71.5 (8) 73.3 (7) 66.3 (6) 64.9
(10) 72.4 (9) 81.2 (2)

AMERICAN 84.0 (3) 79.9 (2) 79.6 (2) 81.0 (2) 83.1 (2) 75.0 (3) 80.9 (4)
81.3 (1) 80.0 (4)

CONTINENTAL 80.7 (5) 77.8 (4) 72.0 (7) 73.8 (6) 75.7 (5) 69.6 (5) 80.7
(5) 76.3 (6) 78.4 (6)

DELTA 76.7 (9) 75.7 (8) 75.0 (4) 77.3 (3) 79.5 (4) 75.4 (2) 81.9 (2)
77.0 (5) 77.3 (9)

NORTHWEST 77.9 (7) 77.0 (6) 73.6 (6) 67.2 (10) 71.5 (9) 58.7 (10) 74.5
(7) 73.8 (8) 80.4 (3)

SOUTHWEST 85.3 (2) 79.7 (3) 77.0 (3) 82.5 (1) 83.4 (1) 81.4 (1) 83.9 (1)
81.0 (2) 84.0 (1)

TWA 86.1 (1) 77.7 (5) 73.9 (5) 72.8 (7) 75.4 (6) 64.9 (8) 77.5 (6) 77.0
(4) 77.3 (8)

UNITED 76.7 (8) 76.3 (7) 71.6 (8) 70.7 (9) 69.0 (10) 64.6 (9) 73.9 (8)
74.0 (7) 76.9 (10)

US AIRWAYS 80.8 (4) 80.6 (1) 81.5 (1) 75.8 (4) 80.0 (3) 65.3 (7) 81.0
(3) 80.0 (3) 79.2 (5)

TOTAL 80.3 77.8 75.4 75.7 77.5 70.4 78.9 77.4 79.1

JULY 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 791 73.1 1336 75.9 221 77.4 186 73.7 94 57.4 1020 77.1 644 83.7

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

CO 752 77.4 875 77.3 323 87.0 115 80.0 H/ 654 78.1 395 81.0

DL 18015 81.0 1612 80.2 369 78.0 276 86.2 6391 82.9 1253 83.0 585 78.5

HP 94 54.3 217 53.9 186 54.3 H/ H/ 89 67.4 240 57.5

NW 502 57.8 616 64.0 360 72.5 186 72.0 27 88.9 581 76.1 309 68.9

TW 211 71.6 224 75.4 186 77.4 119 80.7 144 68.1 295 79.3 181 74.0

UA 518 73.9 1182 75.5 367 67.6 152 77.6 174 76.4 527 70.2 9169 77.7

US 547 73.1 2428 77.0 2130 85.7 9643 83.6 H/ 2747 82.0 248 79.8

WN H/ H/ 1913 85.5 H/ H/ H/ H/

TOTAL 21430 79.5 8490 75.7 6055 81.8 10677 83.1 6830 82.1 7166 79.5
11771 77.5

ARRIVAL AIRPORT

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

DFW DTW EWR IAH JFK LAS LAX

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

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

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

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

AA 14546 86.3 459 81.3 991 74.0 635 72.0 898 82.7 313 79.2 2076 83.2

AS H/ H/ H/ H/ H/ 200 62.5 804 70.6

CO 550 84.9 320 75.6 6343 78.3 8638 85.6 H/ 364 80.8 821 81.2

DL 3958 86.0 336 77.1 678 79.2 430 84.7 1054 82.2 775 80.0 1510 85.6

HP 191 59.7 124 51.6 247 49.0 155 56.8 186 56.5 2398 64.6 700 59.6

NW 484 74.6 10351 77.0 515 70.9 H/ 89 74.2 279 67.0 620 71.0

TW 324 77.2 276 75.4 179 70.9 H/ 1022 82.0 186 69.9 349 76.8

UA 538 73.8 333 79.0 1037 72.0 389 66.3 505 79.2 1189 72.7 5143 75.9

US 330 80.6 426 76.8 445 79.3 330 80.6 H/ 155 80.6 486 83.7

WN H/ 583 72.4 H/ 194 86.6 H/ 4207 85.6 3472 85.4

TOTAL 20921 85.1 13208 76.7 10435 76.2 10771 83.5 3754 80.4 10066 76.9
15981 79.2

JULY 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 1540 78.9 601 80.4 3196 78.1 519 77.8 9183 80.3 216 89.4 733 76.0

AS H/ H/ H/ H/ H/ 1363 79.1 H/

CO 460 80.7 655 75.0 367 74.1 234 75.6 639 69.8 93 75.3 286 81.8

DL 2067 82.7 3022 81.9 463 74.5 335 68.7 857 78.1 587 84.5 525 76.4

HP 62 56.5 62 30.6 62 50.0 124 53.2 151 47.7 217 70.0 139 47.5

NW 608 66.9 469 59.7 291 64.3 9557 80.1 819 75.6 213 51.6 457 72.0

TW 211 71.6 366 79.2 221 84.2 285 71.9 381 78.5 154 72.7 176 77.3

UA 743 69.9 473 70.8 435 67.6 613 78.8 12837 78.4 1103 74.0 772 79.0

US 2234 77.2 1219 80.4 404 75.5 243 74.9 654 77.4 H/ 6523 81.3

WN H/ 1004 83.5 H/ H/ H/ 925 88.2 H/

TOTAL 7925 77.4 7871 78.7 5439 75.7 11910 78.9 25521 78.5 4871 78.9 9611
79.4

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 515 81.6 93 91.4 554 84.1 564 86.2 949 67.1 217 77.4 396 63.9 310
79.0

AS 186 62.4 H/ 372 71.5 3941 71.3 550 63.8 H/ H/ H/

CO 296 81.8 88 70.5 279 85.7 310 69.7 554 70.4 155 80.6 173 74.6 462
76.0

DL 768 78.4 274 82.5 466 88.4 649 79.0 770 66.1 4925 84.6 215 66.0 1027
80.6

HP 5981 72.7 H/ 306 56.2 213 40.8 372 50.3 124 66.9 88 38.6 31 41.9

NW 248 59.7 218 72.0 186 78.0 682 60.4 526 61.4 131 69.5 468 70.7 279
66.7

TW 216 80.6 170 78.2 155 79.4 216 74.5 247 70.9 119 64.7 10670 78.7 212
72.2

UA 1008 75.9 179 73.7 1049 68.6 1615 67.1 7609 65.0 459 76.3 298 67.8
248 66.1

US 217 83.9 8391 84.7 155 83.2 217 65.9 367 71.9 H/ 212 70.8 1007 75.2

WN 4929 84.7 H/ 2336 81.9 963 83.1 525 67.8 1181 84.3 2599 75.4 965 83.0

TOTAL 14364 77.8 9413 83.9 5858 78.3 9370 71.6 12469 65.3 7311 82.9
15119 76.7 4541 77.0

JULY 1998

AIR TRAVEL CONSUMER REPORT

TABLE 3. PERCENTAGE OF ALL CARRIERS\' REPORTED FLIGHT OPERATIONS
ARRIVING ON TIME D/

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 77.1 65.3 35.5 76.3 85.2 J/ J/ 88.1 73.7 66.7 92.4 69.0
98.1 90.9 J/ 72.6

700 - 759 AM 92.7 93.1 97.4 92.8 88.8 89.6 93.4 94.2 89.3 68.8 89.4 86.9
89.6 89.3 93.5 89.1

800 - 859 AM 83.1 85.6 88.9 91.8 86.6 85.5 85.6 94.0 81.8 85.8 92.1 63.8
89.7 89.8 85.9 95.6

900 - 959 AM 85.7 88.0 88.8 87.0 83.7 83.8 86.5 91.6 81.0 90.8 90.8 J/
89.4 88.1 90.3 89.4

1000 - 1059 AM 88.1 83.6 90.5 90.4 83.9 85.2 82.4 87.6 88.9 89.1 85.5
89.2 81.6 82.7 86.3 89.6

1100 - 1159 AM 86.9 79.6 91.6 91.6 89.3 80.9 81.2 86.2 77.7 81.7 88.8
97.1 82.6 77.8 90.4 86.3

1200 - 1259 PM 88.5 81.6 94.8 88.3 91.9 89.4 83.1 88.7 81.6 79.6 88.1 J/
84.8 78.1 83.7 84.4

100 - 159 PM 85.7 81.5 90.1 87.2 83.0 86.4 84.7 86.0 82.9 84.0 84.1 87.1
79.6 83.3 84.0 84.5

200 - 259 PM 79.2 71.8 90.1 86.7 85.5 86.2 82.4 87.7 81.6 84.1 88.6 84.4
74.8 79.6 85.3 85.4

300 - 359 PM 80.9 77.3 85.1 85.4 76.7 83.4 78.3 85.7 78.8 79.8 77.2 82.4
79.2 79.0 82.9 80.6

400 - 459 PM 71.4 74.1 79.4 78.1 91.9 78.6 75.3 85.9 79.9 75.5 82.5 82.8
74.4 81.4 74.8 77.7

500 - 559 PM 76.2 72.9 75.4 76.2 78.6 77.9 68.6 81.4 75.2 74.6 79.9 81.8
76.2 73.8 72.1 64.2

600 - 659 PM 73.6 67.7 76.0 73.2 80.2 72.4 61.6 80.3 72.3 68.2 73.7 71.7
81.2 79.2 67.2 74.8

700 - 759 PM 69.4 74.3 71.3 73.9 77.6 67.9 62.5 80.2 67.3 69.9 78.8 79.8
69.6 77.2 68.9 65.8

800 - 859 PM 71.7 67.2 74.3 68.5 66.1 69.3 65.0 79.3 71.4 68.3 77.1 76.2
78.1 72.8 63.1 69.9

900 - 959 PM 69.0 72.9 79.7 68.9 75.9 69.1 72.0 79.5 70.5 68.8 71.5 84.6
74.9 74.3 70.4 68.3

1000 - 1059 PM 75.4 68.8 71.6 75.8 83.7 79.6 76.4 76.2 62.6 62.7 68.7
76.7 67.8 71.8 67.1 72.4

1100 - 559 AM 79.4 78.0 74.2 77.0 74.3 75.8 75.1 80.0 73.4 72.3 75.1
80.8 63.4 74.2 70.5 72.4

TOTAL, ALL ARRIVALS,

BY AIRPORT 79.5 75.7 81.8 83.1 82.1 79.5 77.5 85.1 76.7 76.2 83.5 80.4
76.9 79.2 77.4 78.7

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 69.9 90.9 84.2 J/ 75.8 92.8 92.6 J/ 76.1 90.3 J/ 78.5 82.4
81.9

700 - 759 AM 90.3 88.4 85.4 96.6 95.1 92.8 90.0 82.1 84.0 92.0 94.3 85.3
97.4 90.2

800 - 859 AM 71.0 83.2 81.6 94.7 82.5 86.6 91.4 74.3 81.6 89.4 92.8 82.3
J/ 86.9

900 - 959 AM 87.7 80.5 82.1 94.1 86.6 77.5 81.8 83.7 79.8 68.9 93.9 84.0
93.0 85.3

1000 - 1059 AM 85.1 78.6 81.6 81.3 86.4 87.4 86.7 84.8 73.5 57.9 88.4
81.7 88.6 83.5

1100 - 1159 AM 79.8 81.7 83.4 84.0 84.1 81.7 87.3 86.2 63.4 59.3 93.0
84.7 77.2 82.1

1200 - 1259 PM 77.8 84.8 83.2 83.4 85.6 78.9 91.9 78.5 71.7 63.2 86.4
80.7 86.3 83.0

100 - 159 PM 78.8 78.4 80.8 83.9 83.0 77.1 88.1 82.1 79.4 60.0 85.4 81.3
84.6 82.5

200 - 259 PM 80.6 82.9 78.3 83.9 87.0 78.7 78.8 72.5 73.3 66.9 85.3 81.2
85.2 81.4

300 - 359 PM 71.5 78.3 78.2 75.3 82.8 78.7 86.6 80.6 74.4 66.0 79.3 77.7
83.6 79.5

400 - 459 PM 80.2 76.8 77.1 82.7 75.3 74.7 80.9 75.7 69.8 69.7 84.3 70.6
79.0 76.9

500 - 559 PM 77.4 78.9 77.6 87.7 68.5 69.2 82.3 78.3 74.7 69.5 74.8 69.4
72.3 74.9

600 - 659 PM 67.4 76.5 75.2 74.0 76.0 74.3 94.6 82.0 66.1 69.0 86.7 74.0
74.8 73.9

700 - 759 PM 68.4 75.7 75.3 68.2 70.9 69.8 75.0 74.2 69.5 63.2 77.5 70.8
60.5 72.8

800 - 859 PM 76.9 67.5 68.3 67.5 73.4 74.2 82.7 73.6 68.1 56.1 80.3 70.8
65.1 71.2

900 - 959 PM 70.2 70.0 69.2 76.6 74.9 76.7 75.1 73.7 71.8 54.9 71.5 66.1
64.0 71.4

1000 - 1059 PM 62.2 80.8 66.3 66.5 65.2 66.8 62.4 71.0 65.9 55.6 72.7
71.9 74.0 69.6

1100 - 559 AM 76.4 74.5 80.2 71.6 76.1 65.0 79.5 72.0 73.5 63.8 69.4
68.6 72.2 73.7

TOTAL, ALL ARRIVALS,

BY AIRPORT 75.7 78.9 78.5 78.9 79.4 77.8 83.9 78.3 71.6 65.3 82.9 76.7
77.0 78.6

JULY 1998

AIR TRAVEL CONSUMER REPORT

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

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 92.2 91.5 93.6 93.5 96.8 92.2 91.2 91.4 74.3 90.0 96.6 83.7
87.9 91.4 91.7 96.0

700 - 759 AM 89.9 91.0 90.0 95.0 91.6 89.9 90.4 91.1 78.0 87.2 94.2 86.2
89.5 91.8 88.7 94.8

800 - 859 AM 88.9 92.1 90.7 86.3 87.5 91.2 89.4 83.5 86.7 84.0 90.6 85.9
93.5 86.3 92.4 90.7

900 - 959 AM 84.2 88.6 87.4 90.5 91.3 87.9 85.8 84.5 73.6 86.3 90.7 90.8
82.1 86.3 88.8 94.3

1000 - 1059 AM 90.8 89.2 91.4 87.6 90.1 88.6 84.7 85.5 80.6 88.6 86.8
95.2 83.8 82.2 88.4 91.9

1100 - 1159 AM 84.2 85.1 89.0 84.1 87.2 91.9 80.3 83.0 80.1 84.0 89.1
80.7 80.6 78.1 88.5 90.9

1200 - 1259 PM 86.0 88.4 88.7 86.0 92.3 90.4 82.4 82.0 71.7 82.7 88.8
92.7 83.3 79.7 86.3 89.7

100 - 159 PM 87.9 85.9 88.7 84.2 87.9 81.8 82.6 82.7 72.9 83.6 87.5 J/
75.0 82.5 88.6 87.8

200 - 259 PM 84.1 79.5 87.7 79.8 85.7 87.0 85.4 79.7 72.0 78.8 85.1 92.5
77.3 79.0 82.8 86.3

300 - 359 PM 79.8 74.6 85.0 81.7 89.2 87.9 82.2 79.9 62.6 78.6 84.5 84.1
68.9 81.5 84.5 83.0

400 - 459 PM 73.2 79.7 81.7 72.1 81.5 79.4 75.5 80.9 63.1 73.3 86.6 83.9
69.9 79.0 79.0 79.3

500 - 559 PM 73.9 68.1 81.1 74.0 J/ 83.3 66.9 76.7 70.4 69.4 80.2 77.2
68.2 76.8 74.7 73.9

600 - 659 PM 72.6 69.5 75.1 73.7 85.5 79.2 70.1 75.4 58.8 67.8 83.1 78.1
65.0 74.3 75.4 75.1

700 - 759 PM 76.6 72.4 74.1 74.5 85.6 78.9 66.0 84.6 62.7 64.6 81.1 71.5
76.2 76.5 72.6 73.9

800 - 859 PM 73.4 75.4 78.7 69.7 85.2 73.6 62.6 76.1 56.5 62.6 82.2 74.1
69.3 71.2 71.2 74.7

900 - 959 PM 78.1 75.4 82.8 71.0 77.9 81.6 67.6 84.4 65.9 66.4 79.8 68.0
70.3 78.0 75.4 72.9

1000 - 1059 PM 79.2 J/ 63.0 71.4 83.1 J/ 93.9 79.0 64.7 J/ 65.6 83.9
71.6 83.3 J/ 87.1

1100 - 559 AM 78.7 93.5 86.7 76.7 J/ J/ 94.6 J/ 87.1 93.3 96.8 91.3 62.6
88.8 J/ J/

TOTAL, ALL DEPARTURES,

BY AIRPORT 82.1 82.2 85.5 80.2 87.3 85.3 78.7 81.7 69.2 78.6 86.1 82.9
75.6 82.3 83.6 84.9

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 90.8 95.1 91.3 91.3 91.6 90.7 90.4 94.6 91.9 92.4 98.3 94.4
95.0 91.3

700 - 759 AM 92.4 85.3 87.1 90.9 93.2 86.8 92.1 88.1 82.6 90.4 93.4 85.9
92.6 88.9

800 - 859 AM 86.6 84.3 84.6 89.3 85.9 86.1 88.5 87.2 82.7 88.0 93.7 84.0
91.8 87.5

900 - 959 AM 87.7 82.7 82.0 88.5 80.9 75.6 91.2 76.3 77.8 82.0 93.5 82.9
87.9 84.3

1000 - 1059 AM 83.3 78.6 79.0 83.9 88.4 72.8 87.3 84.7 81.1 64.2 88.8
83.7 91.6 84.4

1100 - 1159 AM 86.2 74.5 80.9 84.6 82.2 79.8 84.5 80.6 67.2 64.8 88.4
82.2 87.6 81.6

1200 - 1259 PM 83.3 86.0 81.5 78.3 88.1 72.6 88.5 81.1 69.7 65.1 89.1
75.5 86.4 81.8

100 - 159 PM 80.3 80.8 81.2 82.2 82.0 71.8 94.2 86.2 77.3 71.7 84.2 80.9
83.3 81.8

200 - 259 PM 86.2 74.4 77.2 91.0 76.5 72.5 86.4 80.1 72.6 69.7 87.2 81.7
83.3 80.5

300 - 359 PM 78.2 79.8 74.0 83.6 83.5 70.6 73.8 78.6 79.8 70.0 83.3 75.2
80.5 78.4

400 - 459 PM 72.2 77.8 77.7 71.9 83.3 66.5 76.8 79.6 75.9 68.3 79.4 72.5
83.2 75.7

500 - 559 PM 76.3 73.0 75.1 86.4 69.9 67.0 79.2 73.4 75.2 71.1 76.6 69.6
80.6 73.8

600 - 659 PM 76.8 76.8 72.5 82.7 66.9 59.2 80.5 75.5 65.7 69.9 82.1 69.0
76.4 72.5

700 - 759 PM 68.1 78.9 69.8 75.7 71.7 65.8 76.7 71.7 67.0 67.8 67.4 70.0
77.0 72.8

800 - 859 PM 71.4 69.5 72.3 77.5 73.2 65.2 73.9 66.9 71.6 57.6 81.6 66.1
66.8 71.6

900 - 959 PM J/ 80.0 70.5 84.5 78.1 58.4 77.4 75.7 79.5 63.3 79.0 66.2
63.2 74.1

1000 - 1059 PM J/ 74.6 71.1 83.9 J/ 64.8 82.0 88.1 75.6 72.9 83.4 65.3
85.2 75.9

1100 - 559 AM 79.6 79.3 87.7 87.8 100.0 91.7 90.0 92.4 81.6 86.5 75.5
69.2 90.3 78.3

TOTAL, ALL DEPARTURES,

BY AIRPORT 81.0 78.3 78.5 85.1 80.3 74.1 83.0 81.8 77.1 74.1 85.3 76.4
84.9 80.1

JULY 1998

AIR TRAVEL CONSUMER REPORT

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

NUMBER OF PERCENTAGE OF FLIGHT

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

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

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

DL 1629 DCA-CVG 1345 31 100.00

DL 1629 CVG-PHX 1620 31 100.00

DL 1629 PHX-LAS 1805 31 100.00

HP 2851 SEA-PHX 1640 31 87.10 93 36

UA 2714 LAS-DEN 1427 31 83.87 61 51

UA 1051 IAD-DEN 1730 31 80.65 54 34

UA 2514 PHX-LAX 1855 31 80.65 54 45

UA 2769 DEN-PHX 1745 31 80.65 52 41

HP 2756 PHX-MSP 1643 31 80.65 49 39

JULY 1998

AIR TRAVEL CONSUMER REPORT

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

ARRIVING LATE 70% OF THE TIME OR MORE

NUMBER OF REGULARLY SCHEDULED FLIGHTS

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

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

CARRIER CARRIER REPORTED DATA NUMBER PERCENTAGE

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

AMERICA WEST 571 14 2.5

UNITED 2135 23 1.1

NORTHWEST 1497 14 0.9

DELTA 2522 5 0.2

SOUTHWEST 2354 3 0.1

CONTINENTAL 1160 1 0.1

US AIRWAYS 1981 1 0.1

ALASKA 457 0 0.0

TWA 784 0 0.0

AMERICAN 1829 0 0.0

TOTAL 15290 61 0.4

JULY 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) 83.9 92.5 93 93 DUTCH HARBOR, AK. (DUT) 51.1
44.7 47 47

ALBANY, N.Y. (ALB) 77.4 86.9 924 924 EL PASO, TX. (ELP) 81.1 85.2 2,149
2,149

ALBUQUERQUE, N.M. (ABQ) 80.5 83.1 3,139 3,139 ELMIRA, N.Y. (ELM) 87.4
92.8 111 111

ALLENTOWN, PA. (ABE) 77.4 89.8 508 509 ERIE, PA. (ERI) 85.7 96.6 119 119

AMARILLO, TX. (AMA) 79.6 88.3 412 412 EUGENE, OR. (EUG) 68.1 74.5 216
216

ANCHORAGE, AK. (ANC) 70.3 77.8 2,421 2,421 FAIRBANKS, AK. (FAI) 67.5
81.4 554 554

ASHEVILLE, N.C. (AVL) 82.6 88.4 155 155 FARGO, N.D. (FAR) 68.3 88.7 186
186

ATLANTA, GA. (ATL) 79.5 82.1 21,430 21,451 FAYETTEVILLE, N.C. (FAY) 88.7
94.4 124 124

AUGUSTA, GA. (AGS) 74.5 83.7 153 153 FLINT, MI. (FNT) 73.3 84.2 120 120

AUSTIN, TX. (AUS) 82.3 89.0 3,344 3,344 FRESNO, CA. (FAT) 74.2 89.2 93
93

BAKERSFIELD, CA. (BFL) 83.9 96.8 31 31 FT. LAUDERDALE, FL. (FLL) 78.4
86.0 3,312 3,313

BALTIMORE, MD. (BWI) 81.8 85.5 6,055 6,056 FT. MYERS, FL. (RSW) 80.7
88.8 917 918

BANGOR, ME. (BGR) 79.6 96.8 93 93 FT. WAYNE, IN. (FWA) 84.1 90.1 151 151

BARROW, AK. (BRW) 56.2 51.7 89 89 GRAND FORKS, N.D. (GFK) 82.8 89.2 93
93

BATON ROUGE, LA. (BTR) 86.9 90.2 397 397 GRAND RAPIDS, MI. (GRR) 71.6
87.9 783 783

BETHEL, AK. (BET) 78.8 84.7 85 85 GREAT FALLS, MT. (GTF) 76.9 85.5 186
186

BILLINGS, MT. (BIL) 70.1 86.2 224 224 GREEN BAY, WI. (GRB) 75.1 92.2 217
217

BINGHAMTON, N.Y. (BGM) 85.2 87.5 88 88 GREENBRIER, W.V. (LWB) 92.3 92.3
13 13

BIRMINGHAM, AL. (BHM) 78.4 83.6 1,654 1,655 GREENSBORO/HIGH PT., N.C.
(GSO) 78.5 86.5 1,286 1,285

BISMARCK, N.D. (BIS) 75.0 94.4 124 124 GREENVILLE/SPARTBG., S.C. (GSP)
79.8 88.0 598 598

BOISE, ID. (BOI) 82.0 85.6 1,032 1,032 GUSTAVUS, AK. (GST) 74.2 80.6 31
31

BOSTON, MA. (BOS) 75.7 82.2 8,490 8,489 HARLINGEN, TX. (HRL) 86.6 87.7
357 357

BOZEMAN, MT. (BZN) 67.9 83.0 165 165 HARRISBURG, PA. (MDT) 80.0 89.9 671
671

BRISTOL, TN. (TRI) 78.3 80.0 120 120 HARTFORD, CT./SPGFLD, MA. (BDL)
80.9 90.1 2,190 2,190

BROWNSVILLE, TX. (BRO) 80.6 90.3 31 31 HELENA, MT. (HLN) 82.8 87.1 93 93

BUFFALO, N.Y. (BUF) 76.5 86.3 1,568 1,568 HONOLULU, OAHU, HI. (HNL) 78.1
88.9 964 965

BURBANK, CA. (BUR) 80.0 83.8 2,431 2,432 HOUSTON, TX. (HOU) 82.6 77.7
4,881 4,860

BURLINGTON, VT. (BTV) 74.5 89.1 247 247 HOUSTON, TX. (IAH) 83.5 86.1
10,771 10,770

CEDAR RAPIDS/IOWA CTY,IA. (CID) 75.1 88.1 470 470 HUNTSVILLE/DECATUR,
AL. (HSV) 81.7 91.3 507 508

CHARLESTON, S.C. (CHS) 76.9 86.1 618 618 IDAHO FALLS, ID. (IDA) 80.4
88.0 92 92

CHARLESTON, W.V. (CRW) 83.4 91.0 145 145 INDIANAPOLIS, IN. (IND) 76.3
84.8 2,868 2,866

CHARLOTTE, N.C. (CLT) 83.1 80.2 10,677 10,678 INDIO/PALM SPRINGS, CA.
(PSP) 70.2 87.9 124 124

CHATTANOOGA, TN. (CHA) 70.5 85.2 88 88 ISLIP/LONG IS., N.Y. (ISP) 82.8
94.6 186 186

CHICAGO, IL. (MDW) 81.4 77.0 4,004 4,004 ITHACA, N.Y. (ITH) 89.2 94.6
111 111

CHICAGO, IL. (ORD) 78.5 78.5 25,521 25,515 JACKSON/VICKSBURG, MS. (JAN)
85.4 89.1 769 769

CINCINNATI, OH. (CVG) 82.1 87.3 6,830 6,829 JACKSON, WY. (JAC) 85.9 88.0
192 192

CLEVELAND, OH. (CLE) 78.5 86.4 5,306 5,308 JACKSONVILLE, FL. (JAX) 78.9
87.0 1,855 1,856

COLORADO SPRINGS, CO. (COS) 74.9 86.8 1,039 1,039 JUNEAU, AK. (JNU) 78.8
81.1 562 562

COLUMBIA, S.C. (CAE) 81.1 86.1 481 481 KAHULUI, MAUI, HI. (OGG) 88.5
91.8 279 279

COLUMBUS, OH. (CMH) 74.4 81.1 3,379 3,379 KALAMAZOO, MI. (AZO) 85.4 87.8
123 123

CORDOVA, AK. (CDV) 71.0 79.0 62 62 KALISPELL, MT. (FCA) 73.4 79.0 124
124

CORPUS CHRISTI, TX. (CRP) 81.1 87.3 259 259 KANSAS CITY, MO. (MCI) 77.3
84.3 5,155 5,155

DALLAS/FT. WORTH, TX. (DAL) 83.7 79.5 3,986 3,986 KETCHIKAN, AK. (KTN)
74.9 80.3 279 279

DALLAS/FT. WORTH, TX. (DFW) 85.1 81.7 20,921 20,912 KING SALMON, AK.
(AKN) 72.1 75.6 86 86

DAYTON, OH. (DAY) 77.3 88.1 885 885 KNOXVILLE, TN. (TYS) 71.9 82.4 694
694

DAYTONA BEACH, FL. (DAB) 79.3 88.9 217 217 KODIAK, AK. (ADQ) 65.6 72.6
61 62

DEADHORSE, AK. (SCC) 69.0 69.0 58 58 KONA, HAWAII., HI. (KOA) 82.3 90.3
62 62

DENVER, CO. (DEN) 77.5 78.7 11,771 11,773 KOTZEBUE, AK. (OTZ) 67.7 66.7
93 93

DES MOINES, IA. (DSM) 74.7 88.2 601 601 LA CROSSE, WI. (LSE) 83.9 93.5
31 31

DETROIT, MI. (DTW) 76.7 69.2 13,208 13,207 LANSING, MI. (LAN) 69.6 85.1
168 168

DILLINGHAM, AK. (DLG) 71.0 69.4 62 62 LAS VEGAS, NV. (LAS) 76.9 75.6
10,066 10,028

DULUTH, MN. (DLH) 75.0 89.1 120 119 LEXINGTON/FRKFT, KY. (LEX) 83.2 86.5
334 334

JULY 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.

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

LIHUE, KAUAI, HI. (LIH) 77.4 83.9 31 31 ROANOKE, VA. (ROA) 83.5 91.0 212
212

LINCOLN, NE. (LNK) 66.1 85.1 242 242 ROCHESTER, MN. (RST) 78.5 90.1 181
182

LITTLE ROCK, AR. (LIT) 76.9 84.2 1,142 1,142 ROCHESTER, N.Y. (ROC) 76.8
86.8 1,230 1,230

LONG BEACH, CA. (LGB) 71.0 84.6 279 279 SACRAMENTO, CA. (SMF) 81.0 84.8
3,176 3,175

LOS ANGELES, CA. (LAX) 79.2 82.3 15,981 15,978 SAGINAW, MI. (MBS) 77.5
90.5 306 306

LOUISVILLE, KY. (SDF) 77.3 84.8 2,025 2,026 SALT LAKE CITY, UT. (SLC)
82.9 85.3 7,311 7,312

LUBBOCK, TX. (LBB) 84.9 88.7 558 558 SAN ANTONIO, TX. (SAT) 80.9 87.8
3,191 3,191

MADISON, WI. (MSN) 70.9 83.9 422 422 SAN DIEGO, CA. (SAN) 78.3 81.8
5,858 5,859

MANCHESTER, N.H. (MHT) 81.9 89.0 1,059 1,059 SAN FRANCISCO, CA. (OAK)
86.1 86.0 4,700 4,700

MEDFORD, OR. (MFR) 58.9 62.1 124 124 SAN FRANCISCO, CA. (SFO) 65.3 74.1
12,469 12,469

MELBOURNE, FL. (MLB) 74.2 91.1 213 214 SAN JOSE, CA. (SJC) 83.4 87.2
4,099 4,100

MEMPHIS, TN. (MEM) 81.6 79.5 4,313 4,312 SAN JUAN, P.R. (SJU) 78.3 86.1
1,702 1,701

MIAMI, FL. (MIA) 75.7 81.0 5,439 5,441 SANTA BARBARA, CA. (SBA) 59.8
50.8 122 122

MIDLAND/ODESSA, TX. (MAF) 84.8 90.2 551 551 SARASOTA/BRAD., FL. (SRQ)
77.6 88.1 495 495

MILWAUKEE, WI. (MKE) 76.0 86.4 1,335 1,335 SAVANNAH, GA. (SAV) 82.2 86.3
432 432

MINNEAPLS/ST.P, MN. (MSP) 78.9 78.3 11,910 11,913
SCRANTON/WILKES-BARRE,PA. (AVP) 81.5 92.7 151 151

MINOT, N.D. (MOT) 77.4 92.5 93 93 SEATTLE, WA. (SEA) 71.6 77.1 9,370
9,369

MISSION/MCALLEN, TX. (MFE) 81.9 93.0 270 270 SHREVEPORT, LA. (SHV) 83.3
87.9 330 330

MISSOULA, MT. (MSO) 74.0 87.7 154 155 SIOUX CITY, IA. (SUX) 79.0 90.3 62
62

MOBILE,AL./PASCAGOULA,MS. (MOB) 82.7 87.9 371 371 SIOUX FALLS, S.D.
(FSD) 72.7 89.6 337 337

MOLINE, IL. (MLI) 83.9 87.4 143 143 SITKA, AK. (SIT) 75.5 91.0 155 155

MONROE, LA. (MLU) 82.3 94.1 186 186 SOUTH BEND, IN. (SBN) 83.6 92.8 293
293

MONTEREY, CA. (MRY) 70.5 77.0 61 61 SPOKANE, WA. (GEG) 80.7 86.4 1,210
1,210

MONTGOMERY, AL. (MGM) 78.3 82.9 152 152 SPRINGFIELD, MO. (SGF) 81.4 80.7
145 145

MYRTLE BEACH, S.C. (MYR) 83.6 91.6 225 225 ST. CROIX, V.I. (STX) 77.4
88.7 62 62

NANTUCKET, MA. (ACK) 22.2 62.5 9 8 ST. LOUIS, MO. (STL) 76.7 76.4 15,119
15,126

NASHVILLE, TN. (BNA) 81.0 83.8 4,435 4,435 ST. THOMAS, V.I. (STT) 78.0
90.8 141 141

NEW ORLEANS, LA. (MSY) 80.9 85.8 4,256 4,256 SYRACUSE, N.Y. (SYR) 78.8
89.3 932 932

NEW YORK, N.Y. (JFK) 80.4 82.9 3,754 3,727 TALLAHASSEE, FL. (TLH) 80.0
84.9 205 205

NEW YORK, N.Y. (LGA) 77.4 83.6 7,925 7,950 TAMPA, FL. (TPA) 77.0 84.9
4,541 4,537

NEWARK, N.J. (EWR) 76.2 78.6 10,435 10,437 TOLEDO, OH. (TOL) 81.2 88.4
181 181

NEWBURGH, N.Y. (SWF) 76.6 85.5 124 124 TRAVERSE CITY, MI. (TVC) 66.7
77.4 93 93

NOME, AK. (OME) 66.3 67.3 101 101 TUCSON, AZ. (TUS) 77.8 85.4 1,497
1,497

NORFOLK/VA. BEACH, VA. (ORF) 78.5 87.7 1,413 1,412 TULSA, OK. (TUL) 78.5
86.1 1,599 1,599

OKLAHOMA CITY, OK. (OKC) 80.0 86.1 1,711 1,711 VALPARAISO, FL. (VPS)
64.5 93.5 93 93

OMAHA, NE. (OMA) 75.6 85.5 1,387 1,389 WASHINGTON, D.C. (DCA) 79.5 85.3
7,166 7,197

ONTARIO, CA. (ONT) 80.4 87.0 3,116 3,115 WASHINGTON, D.C. (IAD) 77.2
80.8 3,933 3,930

ORANGE COUNTY, CA. (SNA) 81.3 86.7 2,936 2,939 WEST PALM BEACH, FL.
(PBI) 78.1 89.3 1,576 1,576

ORLANDO, FL. (MCO) 78.7 84.9 7,871 7,868 WHITE PLAINS, N.Y. (HPN) 75.7
86.6 395 395

PASCO, WA. (PSC) 80.5 89.4 123 123 WICHITA, KS. (ICT) 74.2 86.6 604 605

PENSACOLA, FL. (PNS) 80.5 89.0 553 553 WILMINGTON, N.C. (ILM) 83.3 91.4
186 186

PETERSBURG, AK. (PSG) 58.1 61.3 62 62 WRANGELL, AK. (WRG) 58.1 69.4 62
62

PHILADELPHIA, PA. (PHL) 79.4 80.3 9,611 9,602 YAKUTAT, AK. (YAK) 72.6
83.9 62 62

PHOENIX, AZ. (PHX) 77.8 74.1 14,364 14,371

PITTSBURGH, PA. (PIT) 83.9 83.0 9,413 9,421

PORTLAND, ME. (PWM) 79.3 89.1 615 614

PORTLAND, OR. (PDX) 78.9 85.1 4,871 4,874

PROVIDENCE, R.I. (PVD) 82.1 87.0 1,843 1,843

RALEIGH/DURHAM, N.C. (RDU) 76.6 86.9 2,363 2,364

RAPID CITY, S.D. (RAP) 79.8 89.5 124 124

RENO, NV. (RNO) 79.4 83.6 2,204 2,205

RICHMOND, VA. (RIC) 78.1 85.6 1,282 1,282

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

***JULY***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

  ----- ------------- ---------------------- --- ------------------------
                      ***JULY 1998***            ***JULY 1997***

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

<table>
<colgroup>
<col style="width: 12%" />
<col style="width: 13%" />
<col style="width: 11%" />
<col style="width: 11%" />
<col style="width: 1%" />
<col style="width: 10%" />
<col style="width: 3%" />
<col style="width: 11%" />
<col style="width: 11%" />
<col style="width: 2%" />
<col style="width: 10%" />
</colgroup>
<tbody>
<tr class="odd">
<td></td>
<td></td>
<td><em><strong>TOTAL</strong></em></td>
<td></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
<td></td>
<td><em><strong>TOTAL</strong></em></td>
<td></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
</tr>
<tr class="even">
<td><em><strong>JULY ’98</strong></em></td>
<td></td>
<td><em><strong>BAGGAGE</strong></em></td>
<td><em><strong>ENPLANED</strong></em></td>
<td></td>
<td><em><strong>PER 1,000</strong></em></td>
<td></td>
<td><em><strong>BAGGAGE</strong></em></td>
<td><h4 id="enplaned">ENPLANED</h4></td>
<td></td>
<td><em><strong>PER 1,000</strong></em></td>
</tr>
<tr class="odd">
<td><em><strong>RANK</strong></em></td>
<td><h5 id="airline">AIRLINE</h5></td>
<td><em><strong>REPORTS</strong></em></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>PASSENGERS</strong></em></td>
</tr>
</tbody>
</table>

<table style="width:100%;">
<colgroup>
<col style="width: 8%" />
<col style="width: 11%" />
<col style="width: 2%" />
<col style="width: 10%" />
<col style="width: 12%" />
<col style="width: 12%" />
<col style="width: 5%" />
<col style="width: 10%" />
<col style="width: 12%" />
<col style="width: 12%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h5 id="continental">Continental</h5></td>
<td></td>
<td>11,231</td>
<td>3,206,825</td>
<td><strong>3.50</strong></td>
<td></td>
<td>11,093</td>
<td>3,102,585</td>
<td><strong>3.58</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><em><strong>US Airways</strong></em></td>
<td></td>
<td>20,273</td>
<td>5,133,552</td>
<td><strong>3.95</strong></td>
<td></td>
<td>22,187</td>
<td>5,121,223</td>
<td><strong>4.33</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>Delta</strong></em></td>
<td></td>
<td>36,666</td>
<td>9,008,796</td>
<td><strong>4.07</strong></td>
<td></td>
<td>34,733</td>
<td>8,261,718</td>
<td><strong>4.20</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><em><strong>American</strong></em></td>
<td></td>
<td>24,870</td>
<td>5,894,760</td>
<td><strong>4.22</strong></td>
<td></td>
<td>30,554</td>
<td>5,970,614</td>
<td><strong>5.12</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>America West</strong></em></td>
<td></td>
<td>7,202</td>
<td>1,607,845</td>
<td><strong>4.48</strong></td>
<td></td>
<td>5,044</td>
<td>1,642,550</td>
<td><strong>3.07</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><em><strong>Southwest</strong></em></td>
<td></td>
<td>25,004</td>
<td>5,457,974</td>
<td><strong>4.58</strong></td>
<td></td>
<td>18,113</td>
<td>4,899,791</td>
<td><strong>3.70</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>TWA</strong></em></td>
<td></td>
<td>10,763</td>
<td>2,101,294</td>
<td><strong>5.12</strong></td>
<td></td>
<td>9,439</td>
<td>2,102,105</td>
<td><strong>4.49</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><em><strong>Northwest</strong></em></td>
<td></td>
<td>28,533</td>
<td>4,222,220</td>
<td><strong>6.76</strong></td>
<td></td>
<td>24,505</td>
<td>4,250,074</td>
<td><strong>5.77</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>United</strong></em></td>
<td></td>
<td>54,156</td>
<td>7,097,329</td>
<td><strong>7.63</strong></td>
<td></td>
<td>43,046</td>
<td>6,714,541</td>
<td><strong>6.41</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><em><strong>Alaska</strong></em></td>
<td></td>
<td>9,842</td>
<td>1,139,180</td>
<td><strong>8.64</strong></td>
<td></td>
<td>9,449</td>
<td>1,130,123</td>
<td><strong>8.36</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><p id="total" class="heading"> Total</p></td>
<td></td>
<td><strong>228,540</strong></td>
<td><strong>44,869,775</strong></td>
<td><strong>5.09</strong></td>
<td></td>
<td><strong>208,163</strong></td>
<td><strong>43,195,324</strong></td>
<td><strong>4.82</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                                     |
+-----------------------------------------------------------------------+

***April-June***

***PASSENGERS DENIED BOARDING***

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

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

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

<table>
<colgroup>
<col style="width: 9%" />
<col style="width: 11%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 0%" />
<col style="width: 7%" />
<col style="width: 0%" />
<col style="width: 11%" />
<col style="width: 0%" />
<col style="width: 2%" />
<col style="width: 0%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 0%" />
<col style="width: 7%" />
<col style="width: 0%" />
<col style="width: 11%" />
<col style="width: 0%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p id="april-june-98" class="heading">APRIL-JUNE ‘98</p></td>
<td><em><strong>AIRLINE</strong></em></td>
<td colspan="3"><em><strong>DENIED BOARDINGS (DB’S)</strong></em></td>
<td colspan="2"><em><strong>ENPLANED</strong></em></td>
<td colspan="2"><em><strong>INVOLUNTARY DB'S</strong></em></td>
<td colspan="2"></td>
<td colspan="3"><em><strong>DENIED BOARDINGS (DB’S)</strong></em></td>
<td colspan="2"><em><strong>ENPLANED</strong></em></td>
<td colspan="2"><em><strong>INVOLUNTARY DB'S</strong></em></td>
</tr>
<tr class="even">
<td><em><strong>RANK</strong></em></td>
<td></td>
<td><h6 id="voluntary">VOLUNTARY</h6></td>
<td><em><strong>INVOLUNTARY</strong></em></td>
<td colspan="2"><em><strong>PASSENGERS</strong></em></td>
<td colspan="2"><em><strong>PER 10,000 PSGRS</strong></em></td>
<td colspan="2"></td>
<td colspan="2"><em><strong>VOLUNTARY</strong></em></td>
<td><em><strong>INVOLUNTARY</strong></em></td>
<td colspan="2"><em><strong>PASSENGERS</strong></em></td>
<td colspan="2"><em><strong>PER 10,000 PSGRS</strong></em></td>
<td></td>
</tr>
</tbody>
</table>

<table>
<colgroup>
<col style="width: 6%" />
<col style="width: 12%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 10%" />
<col style="width: 9%" />
<col style="width: 6%" />
<col style="width: 8%" />
<col style="width: 9%" />
<col style="width: 10%" />
<col style="width: 8%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h5 id="continental-1">Continental</h5></td>
<td>20,361</td>
<td>120</td>
<td>9,844,051</td>
<td><strong>0.12</strong></td>
<td></td>
<td>18,424</td>
<td>127</td>
<td>9,125,148</td>
<td><strong>0.14</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>US Airways</strong></em></td>
<td>26,527</td>
<td>413</td>
<td>15,014,705</td>
<td><strong>0.28</strong></td>
<td></td>
<td>23,936</td>
<td>1,393</td>
<td>15,122,629</td>
<td><strong>0.92</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>Northwest</strong></em></td>
<td>41,885</td>
<td>561</td>
<td>12,428,966</td>
<td><strong>0.45</strong></td>
<td></td>
<td>21,054</td>
<td>890</td>
<td>12,666,808</td>
<td><strong>0.70</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>53,211</td>
<td>882</td>
<td>18,929,527</td>
<td><strong>0.47</strong></td>
<td></td>
<td>60,275</td>
<td>1,188</td>
<td>18,805,298</td>
<td><strong>0.63</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>36,086</td>
<td>1,254</td>
<td>20,241,004</td>
<td><strong>0.62</strong></td>
<td></td>
<td>24,534</td>
<td>677</td>
<td>19,407,881</td>
<td><strong>0.35</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>6</td>
<td><em><strong>America West</strong></em></td>
<td>11,844</td>
<td>571</td>
<td>4,686,468</td>
<td><strong>1.22</strong></td>
<td></td>
<td>13,469</td>
<td>753</td>
<td>4,895,697</td>
<td><strong>1.54</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>TWA</strong></em></td>
<td>4,266</td>
<td>930</td>
<td>6,212,623</td>
<td><strong>1.50</strong></td>
<td></td>
<td>4,266</td>
<td>930</td>
<td>5,753,283</td>
<td><strong>1.62</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>Alaska</strong></em></td>
<td>6,585</td>
<td>523</td>
<td>3,315,925</td>
<td><strong>1.58</strong></td>
<td></td>
<td>5,346</td>
<td>731</td>
<td>3,105,841</td>
<td><strong>2.35</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>9</td>
<td><em><strong>Delta</strong></em></td>
<td>69,429</td>
<td>4,236</td>
<td>26,704,309</td>
<td><strong>1.59</strong></td>
<td></td>
<td>69,365</td>
<td>4,936</td>
<td>26,627,946</td>
<td><strong>1.85</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>21,269</td>
<td>2,998</td>
<td>15,475,432</td>
<td><strong>1.94</strong></td>
<td></td>
<td>19,341</td>
<td>3,914</td>
<td>14,049,322</td>
<td><strong>2.79</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>291,463</strong></td>
<td><strong>12,488</strong></td>
<td><strong>132,853,010</strong></td>
<td><strong>0.94</strong></td>
<td></td>
<td><strong>260,010</strong></td>
<td><strong>15,539</strong></td>
<td><strong>129,559,853</strong></td>
<td><strong>1.20</strong></td>
</tr>
</tbody>
</table>

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

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

***January-June***

***PASSENGERS DENIED BOARDING***

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

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

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

<table>
<colgroup>
<col style="width: 9%" />
<col style="width: 11%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 0%" />
<col style="width: 7%" />
<col style="width: 0%" />
<col style="width: 11%" />
<col style="width: 0%" />
<col style="width: 2%" />
<col style="width: 0%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 0%" />
<col style="width: 7%" />
<col style="width: 0%" />
<col style="width: 11%" />
<col style="width: 0%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p id="jan-june-98" class="heading">JAN-JUNE ‘98</p></td>
<td><em><strong>AIRLINE</strong></em></td>
<td colspan="3"><em><strong>DENIED BOARDINGS (DB’S)</strong></em></td>
<td colspan="2"><em><strong>ENPLANED</strong></em></td>
<td colspan="2"><em><strong>INVOLUNTARY DB'S</strong></em></td>
<td colspan="2"></td>
<td colspan="3"><em><strong>DENIED BOARDINGS (DB’S)</strong></em></td>
<td colspan="2"><em><strong>ENPLANED</strong></em></td>
<td colspan="2"><em><strong>INVOLUNTARY DB'S</strong></em></td>
</tr>
<tr class="even">
<td><em><strong>RANK</strong></em></td>
<td></td>
<td><h6 id="voluntary-1">VOLUNTARY</h6></td>
<td><em><strong>INVOLUNTARY</strong></em></td>
<td colspan="2"><em><strong>PASSENGERS</strong></em></td>
<td colspan="2"><em><strong>PER 10,000 PSGRS</strong></em></td>
<td colspan="2"></td>
<td colspan="2"><em><strong>VOLUNTARY</strong></em></td>
<td><em><strong>INVOLUNTARY</strong></em></td>
<td colspan="2"><em><strong>PASSENGERS</strong></em></td>
<td colspan="2"><em><strong>PER 10,000 PSGRS</strong></em></td>
<td></td>
</tr>
</tbody>
</table>

<table>
<colgroup>
<col style="width: 6%" />
<col style="width: 12%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 10%" />
<col style="width: 9%" />
<col style="width: 6%" />
<col style="width: 8%" />
<col style="width: 9%" />
<col style="width: 10%" />
<col style="width: 8%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h5 id="continental-2">Continental</h5></td>
<td>39,149</td>
<td>260</td>
<td>18,521,567</td>
<td><strong>0.14</strong></td>
<td></td>
<td>34,632</td>
<td>236</td>
<td>17,531,894</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>US Airways</strong></em></td>
<td>48,778</td>
<td>765</td>
<td>28,005,731</td>
<td><strong>0.27</strong></td>
<td></td>
<td>48,871</td>
<td>3,603</td>
<td>28,990,014</td>
<td><strong>1.24</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>Northwest</strong></em></td>
<td>70,769</td>
<td>811</td>
<td>24,020,440</td>
<td><strong>0.34</strong></td>
<td></td>
<td>48,528</td>
<td>1,731</td>
<td>24,196,030</td>
<td><strong>0.72</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>4</td>
<td><em><strong>American</strong></em></td>
<td>110,991</td>
<td>1,595</td>
<td>36,332,205</td>
<td><strong>0.44</strong></td>
<td></td>
<td>123,935</td>
<td>3,499</td>
<td>35,974,199</td>
<td><strong>0.97</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>73,079</td>
<td>2,378</td>
<td>37,940,808</td>
<td><strong>0.63</strong></td>
<td></td>
<td>48,304</td>
<td>1,861</td>
<td>37,250,291</td>
<td><strong>0.50</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>6</td>
<td><em><strong>America West</strong></em></td>
<td>26,062</td>
<td>1,097</td>
<td>8,948,281</td>
<td><strong>1.23</strong></td>
<td></td>
<td>35,294</td>
<td>2,222</td>
<td>9,653,994</td>
<td><strong>2.30</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>Delta</strong></em></td>
<td>134,119</td>
<td>6,972</td>
<td>50,641,896</td>
<td><strong>1.38</strong></td>
<td></td>
<td>132,795</td>
<td>10,165</td>
<td>51,065,578</td>
<td><strong>1.99</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>17,612</td>
<td>1,858</td>
<td>11,655,118</td>
<td><strong>1.59</strong></td>
<td></td>
<td>17,495</td>
<td>1,841</td>
<td>10,908,055</td>
<td><strong>1.69</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>Alaska</strong></em></td>
<td>14,911</td>
<td>1,041</td>
<td>6,166,053</td>
<td><strong>1.69</strong></td>
<td></td>
<td>11,799</td>
<td>1,713</td>
<td>5,863,553</td>
<td><strong>2.92</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>40,225</td>
<td>5,428</td>
<td>28,721,073</td>
<td><strong>1.89</strong></td>
<td></td>
<td>34,741</td>
<td>6,555</td>
<td>27,378,240</td>
<td><strong>2.39</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td><strong>TOTAL</strong></td>
<td><strong>575,695</strong></td>
<td><strong>22,205</strong></td>
<td><strong>250,953,172</strong></td>
<td><strong>0.88</strong></td>
<td></td>
<td><strong>536,394</strong></td>
<td><strong>33,426</strong></td>
<td><strong>248,811,848</strong></td>
<td><strong>1.34</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

JULY 1998 JULY 1997

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 779 19 2 56 564 58 3 122

FOREIGN AIRLINES 105 1 0 2 79 0 0 3

CARGO COMPANIES 0 0 0 0 1 0 0 0

TRAVEL AGENTS 0 0 0 0 1 0 0 0

TOUR OPERATORS 6 0 0 0 4 0 0 0

MISCELLANEOUS 30 6 0 12 34 8 0 9

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

INDUSTRY TOTALS 920 26 2 70 683 66 3 134

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

JULY 1998 JULY 1997

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 284 2 163

DELAYS\...\...\...\.... 92 38

CANCELLATIONS\...\... 96 63

MISCONNECTIONS\..... 23 23

CUSTOMER SERVICE\...\..... 2 212 1 168

TICKETING/BOARDING\...\... 3 134 3 99

DISABLED\...\...\..... 30 34

BAGGAGE\...\...\...\...\..... 4 126 4 86

REFUNDS\...\...\...\...\..... 5 55 5 50

OTHER\...\...\...\...\...\.... 6 45 7 40

FREQUENT FLYER\..... 14 20

OVERSALES\...\...\...\...\... 7 37 6 45

FARES\...\...\...\...\...\.... 8 23 8 23

ADVERTISING\...\...\...\.... 9 2 10 3

TOURS\...\...\...\...\...\.... 10 2 9 5

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

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

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

COMPLAINT TOTAL 920 683

\* 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

JULY 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 AIRLINES 6 0 0 0 1 2 1 0 0 0 0 0 10

ALASKA AIRLINES 4 0 1 0 0 1 5 0 0 0 0 0 11

AMERICA WEST AIRLINES 28 1 3 0 0 3 12 0 0 0 0 0 47

AMERICAN AIRLINES 18 6 9 3 7 9 17 0 1 0 0 7 77

AMERICAN EAGLE 2 1 0 0 0 0 2 0 0 0 0 0 5

AMERICAN TRANS AIR 4 0 1 0 1 0 6 0 0 0 1 1 14

ATLANTIC SOUTHEAST AIRLINES 10 0 1 0 0 2 1 0 0 0 0 2 16

CONTINENTAL AIRLINES 15 0 5 3 1 7 12 0 0 0 0 2 45

DELTA AIR LINES 13 4 15 5 1 9 13 0 0 0 0 6 66

FRONTIER AIRLINES 1 0 2 0 1 0 2 0 0 0 0 0 6

KIWI INTERNATIONAL AIRLINES 14 0 2 0 4 8 6 0 0 0 0 1 35

NORTHWEST AIRLINES 66 2 23 2 2 16 40 0 0 0 0 10 161

PAN AM 0 0 0 0 8 1 0 0 0 0 0 0 9

RENO AIR 2 2 5 0 1 1 3 0 0 0 0 0 14

SOUTHWEST AIRLINES 1 1 2 0 0 3 3 0 0 0 0 0 10

SPIRIT AIRLINES 4 0 0 1 0 2 0 0 0 0 1 0 8

TOWER AIR 8 7 1 1 3 0 4 0 0 0 0 0 24

TRANS WORLD AIRLINES 11 1 1 0 1 4 9 0 0 0 0 1 28

TRANS WORLD EXPRESS 4 0 0 0 0 1 2 0 0 0 0 0 7

UNITED AIRLINES 27 2 16 3 5 13 25 0 0 0 0 5 96

UNITED EXPRESS 1 1 0 0 0 1 2 0 0 0 0 0 5

US AIRWAYS 11 1 9 2 1 3 13 0 0 0 0 1 41

VANGUARD AIRLINES 8 1 2 0 3 1 2 0 0 0 0 0 17

OTHER U.S. AIRLINES 5 1 4 0 5 4 5 0 0 0 0 3 27

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

JULY 1998 263 31 102 20 45 91 185 0 1 0 2 39 779

\% OF TOTAL COMPLAINTS 33.8 4.0 13.1 2.6 5.8 11.7 23.7 0.0 0.1 0.0 0.3
5.0

JULY 1997 145 35 87 17 32 66 142 0 3 0 1 36 564

\% OF TOTAL COMPLAINTS 25.7 6.2 15.4 3.0 5.7 11.7 25.2 0.0 0.5 0.0 0.2
6.4

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

JULY 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 JULY JULY PERCENT JUNE PERCENT MONTHS PERCENT
DATE PERCENT

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

AIRTRAN AIRLINES 10 2 20.00 3 30.00 5 50.00 0 0.00

ALASKA AIRLINES 11 0 0.00 8 72.73 3 27.27 0 0.00

AMERICA WEST AIRLINES 47 14 29.79 24 51.06 9 19.15 0 0.00

AMERICAN AIRLINES 77 16 20.78 35 45.45 25 32.47 1 1.30

AMERICAN EAGLE 5 0 0.00 3 60.00 2 40.00 0 0.00

AMERICAN TRANS AIR 14 3 21.43 8 57.14 3 21.43 0 0.00

ATLANTIC SOUTHEAST AIRLINES 16 1 6.25 10 62.50 4 25.00 1 6.25

CONTINENTAL AIRLINES 45 11 24.44 26 57.78 8 17.78 0 0.00

DELTA AIR LINES 66 13 19.70 32 48.48 17 25.76 4 6.06

FRONTIER AIRLINES 6 1 16.67 4 66.67 1 16.67 0 0.00

KIWI INTERNATIONAL AIRLINES 35 14 40.00 1 2.86 20 57.14 0 0.00

NORTHWEST AIRLINES 161 13 8.07 103 63.98 45 27.95 0 0.00

PAN AM 9 2 22.22 0 0.00 5 55.56 2 22.22

RENO AIR 14 5 35.71 5 35.71 4 28.57 0 0.00

SOUTHWEST AIRLINES 10 1 10.00 3 30.00 5 50.00 1 10.00

SPIRIT AIRLINES 8 1 12.50 2 25.00 5 62.50 0 0.00

TOWER AIR 24 4 16.67 8 33.33 12 50.00 0 0.00

TRANS WORLD AIRLINES 28 4 14.29 13 46.43 11 39.29 0 0.00

TRANS WORLD EXPRESS 7 1 14.29 4 57.14 2 28.57 0 0.00

UNITED AIRLINES 96 8 8.33 50 52.08 37 38.54 1 1.04

UNITED EXPRESS 5 0 0.00 3 60.00 2 40.00 0 0.00

US AIRWAYS 41 8 19.51 25 60.98 8 19.51 0 0.00

VANGUARD AIRLINES 17 2 11.76 9 52.94 6 35.29 0 0.00

OTHER U.S. AIRLINES 27 9 33.33 8 29.63 9 33.33 1 3.70

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

TOTALS 779 133 17.07 387 49.68 248 31.84 11 1.41

PRIOR YEAR\'S TOTALS 564 136 24.11 197 34.93 229 40.60 2 0.35

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

COMPANIES OTHER THAN U.S.AIRLINES

BY COMPLAINT CATEGORY

JULY 1998

FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

AIR JAMAICA 4 0 2 0 0 4 3 0 0 0 0 1 14

BRITISH AIRWAYS 1 0 5 0 0 3 2 0 0 0 0 0 11

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

OTHER FOREIGN AIRLINES 5 6 23 0 3 20 13 0 1 0 0 2 73

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

TOTAL 11 6 31 0 3 28 21 0 1 0 0 4 105

TOUR OPERATORS

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

OTHER TOUR OPERATORS 1 0 0 0 1 0 3 0 0 0 0 1 6

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

TOTAL 1 0 0 0 1 0 3 0 0 0 0 1 6

MISCELLANEOUS

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

OTHER MISCELLANEOUS 9 0 1 3 6 7 3 0 0 0 0 1 30

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

TOTAL 9 0 1 3 6 7 3 0 0 0 0 1 30

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

####  JULY

***Consumer Complaints: Rankings***

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

  ----- --------- ------------------------- --- --------------------------
                  ***JULY 1998***               ***JULY 1997***

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

+-----+------+-------+---------+-------+---+------+----------+-------+
|     |      |       |         | *     |   |      |          | *     |
|     |      |       |         | **COM |   |      |          | **COM |
|     |      |       |         | PLAIN |   |      |          | PLAIN |
|     |      |       |         | TS*** |   |      |          | TS*** |
+-----+------+-------+---------+-------+---+------+----------+-------+
| ##  |      |       | **      | *     |   |      | ***SYSTE | *     |
|  JU |      |       | *SYSTEM | **PER |   |      | MWIDE*** | **PER |
| LY  |      |       | WIDE*** | 100,0 |   |      |          | 100,0 |
| '98 |      |       |         | 00*** |   |      |          | 00*** |
+-----+------+-------+---------+-------+---+------+----------+-------+
| #   | *    | *     | ***E    | ***   |   | ***C | **       | ***   |
| # R | **AI | **COM | NPLANEM | ENPLA |   | OMPL | *ENPLANE | ENPLA |
| ANK | RLIN | PLAIN | ENTS*** | NEMEN |   | AINT | MENTS*** | NEMEN |
|     | E*** | TS*** |         | TS*** |   | S*** |          | TS*** |
+-----+------+-------+---------+-------+---+------+----------+-------+

+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 1  | ##### | 10  | 5        | **0   |     | 17  | 4        | **0   |
|    |  Sout |     | ,469,210 | .18** |     |     | ,910,010 | .35** |
|    | hwest |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 2  | *     | 66  | 9        | **0   |     | 74  | 9        | **0   |
|    | **Del |     | ,658,309 | .68** |     |     | ,414,206 | .79** |
|    | ta*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 3  | ***US | 41  | 5        | **0   |     | 47  | 5        | **0   |
|    | Airwa |     | ,299,840 | .77** |     |     | ,279,572 | .89** |
|    | ys*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 4  | **    | 11  | 1        | **0   |     | 10  | 1        | **0   |
|    | *Alas |     | ,249,912 | .88** |     |     | ,198,030 | .83** |
|    | ka*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 5  | ***A  | 77  | 7        | **1   |     | 68  | 7        | **0   |
|    | meric |     | ,561,326 | .02** |     |     | ,586,034 | .90** |
|    | an*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 6  | **    | 45  | 3        | **1   |     | 24  | 3        | **0   |
|    | *Cont |     | ,860,753 | .17** |     |     | ,599,113 | .67** |
|    | inent |     |          |       |     |     |          |       |
|    | al*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 7  | **    | 96  | 8        | **1   |     | 60  | 7        | **0   |
|    | *Unit |     | ,046,550 | .19** |     |     | ,740,031 | .78** |
|    | ed*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 8  | ***T  | 28  | 2        | **1   |     | 21  | 2        | **0   |
|    | W     |     | ,217,817 | .26** |     |     | ,252,663 | .93** |
|    | A***  |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 9  | ***Am | 47  | 1        | **2   |     | 22  | 1        | **1   |
|    | erica |     | ,640,632 | .86** |     |     | ,691,995 | .30** |
|    | We    |     |          |       |     |     |          |       |
|    | st*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 10 | ***No | 161 | 5        | **3   |     | 82  | 5        | **1   |
|    | rthwe |     | ,106,127 | .15** |     |     | ,133,121 | .60** |
|    | st*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
|    | ###   | *   | **50,1   | **1   |     | *   | **48,8   | **0   |
|    | ##### | *58 | 10,476** | .16** |     | *42 | 04,775** | .87** |
|    | #  TO | 2** |          |       |     | 5** |          |       |
|    | TAL   |     |          |       |     |     |          |       |
|    | {#tot |     |          |       |     |     |          |       |
|    | al-1} |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+

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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