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

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

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

**Section Page**

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

***Flight Delays***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

**Section Page**

***Mishandled Baggage***

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

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

***Oversales***

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

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

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

***Consumer Complaints***

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

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

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

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

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

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

**[INTRODUCTION]{.underline}**

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

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

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

![](media/image5.wmf)

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

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

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

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

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

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

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

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

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

This report provides summary information; except for the few flights
listed in Table 5, it does not show the on-time record of individual
flights. A printout showing the performance of each specific flight
reported to DOT is available for inspection in the Reports Reference
Room (room 4201) of the Office of Airline Information at DOT\'s
headquarters in Washington, D.C. The on-time performance for individual
markets and flights can be searched at
*http://www.bts.gov/ntda/oai/search.htm*. Computer tapes containing data
for all reported flight operations are available for purchase from the
Transportation Systems Center in Cambridge, Massachusetts. The
Department cannot respond to inquiries about the performance of
individual flights.

However, information on the performance of specific flights is displayed
on the Computerized Reservations Systems used by most airlines and
travel agencies. Each of the reporting carriers\' flights has a
one-digit code between 0 and 9 representing that flight\'s percentage of
on-time operations for the latest reported month. For example, \"8\"
means that flight arrived on time (within 15 minutes) between 80% and
89.9% of the time during the latest reported month.

![](media/image6.wmf){width="1.3027777777777778in"
height="0.4486111111111111in"}

AUGUST 1998

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER

AT 29 REPORTABLE AIRPORTS B/ AT ALL REPORTED AIRPORTS C/

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

NUMBER OF PERCENT OF NUMBER OF PERCENT OF

AIRPORTS ARRIVALS AIRPORTS ARRIVALS

CARRIER A/ REPORTED ON TIME D/ REPORTED ON TIME D/

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

TWA S/ 28 83.4 72 83.5

DELTA S/ 29 82.4 119 82.7

SOUTHWEST S/ 14 82.3 53 82.6

US AIRWAYS S/ 25 78.0 88 77.3

AMERICAN S/ 29 77.2 92 76.9

CONTINENTAL S/ 27 76.7 77 76.7

UNITED S/ 29 75.4 100 75.0

ALASKA S/ 7 76.0 35 74.0

AMERICA WEST S/ 26 65.6 51 65.5

NORTHWEST S/ 28 63.6 113 63.9

T O T A L 76.8 77.0

AUGUST 1998

AIR TRAVEL CONSUMER REPORT

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

AND CARRIER RANK, BY MONTH, QUARTER, AND DATA BASE 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 JUN 98 JUL 98 AUG 98
SEP97-AUG98 SEP 87-AUG 98

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

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

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

ALASKA 72.3 (10) 70.3 (10) 70.7 (9) 75.2 (5) 72.1 (4) 72.3 (9) 74.0 (8)
72.5 (9) 78.3 (7)

AMERICA WEST 79.9 (6) 75.6 (9) 67.9 (10) 71.5 (8) 66.3 (6) 64.9 (10)
65.5 (9) 71.6 (10) 81.1 (2)

AMERICAN 84.0 (3) 79.9 (2) 79.6 (2) 81.0 (2) 75.0 (3) 80.9 (4) 76.9 (5)
80.6 (2) 80.0 (4)

CONTINENTAL 80.7 (5) 77.8 (4) 72.0 (7) 73.8 (6) 69.6 (5) 80.7 (5) 76.7
(6) 76.0 (6) 78.4 (6)

DELTA 76.7 (9) 75.7 (8) 75.0 (4) 77.3 (3) 75.4 (2) 81.9 (2) 82.7 (2)
77.6 (4) 77.3 (9)

NORTHWEST 77.9 (7) 77.0 (6) 73.6 (6) 67.2 (10) 58.7 (10) 74.5 (7) 63.9
(10) 72.8 (8) 80.2 (3)

SOUTHWEST 85.3 (2) 79.7 (3) 77.0 (3) 82.5 (1) 81.4 (1) 83.9 (1) 82.6 (3)
81.1 (1) 84.0 (1)

TWA 86.1 (1) 77.7 (5) 73.9 (5) 72.8 (7) 64.9 (8) 77.5 (6) 83.5 (1) 77.0
(5) 77.4 (8)

UNITED 76.7 (8) 76.3 (7) 71.6 (8) 70.7 (9) 64.6 (9) 73.9 (8) 75.0 (7)
74.1 (7) 76.8 (10)

US AIRWAYS 80.8 (4) 80.6 (1) 81.5 (1) 75.8 (4) 65.3 (7) 81.0 (3) 77.3
(4) 79.8 (3) 79.2 (5)

TOTAL 80.3 77.8 75.4 75.7 70.4 78.9 77.0 77.3 79.1

AUGUST 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 795 73.5 1336 71.1 222 68.0 186 79.6 93 62.4 1023 76.2 645 80.8

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

CO 746 77.6 867 74.2 321 78.8 114 84.2 H/ 647 77.9 393 77.6

DL 18176 81.9 1659 79.4 372 83.3 279 90.7 6426 84.1 1276 83.5 589 84.2

HP 109 61.5 217 47.9 186 51.6 H/ H/ 88 62.5 235 57.4

NW 531 54.8 614 55.0 356 57.0 211 60.2 26 61.5 603 60.9 309 59.9

TW 212 78.3 217 73.3 186 82.8 119 85.7 143 79.7 294 83.0 181 83.4

UA 522 73.0 1229 67.7 398 65.8 155 74.2 176 67.6 533 67.9 9368 81.2

US 544 69.3 2432 70.9 2163 83.5 9698 82.5 H/ 2736 81.4 248 78.6

WN H/ H/ 2039 84.8 H/ H/ H/ H/

TOTAL 21635 80.1 8571 70.8 6243 79.5 10762 82.2 6864 83.2 7200 77.8
11968 80.2

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 14602 83.2 464 73.1 991 70.0 642 66.8 925 75.9 316 69.9 2061 78.9

AS H/ H/ H/ H/ H/ 230 66.5 799 75.5

CO 549 73.8 316 67.7 6315 76.5 8606 79.4 H/ 363 76.6 822 76.6

DL 3978 84.5 341 77.4 681 76.8 434 78.6 1054 79.2 754 79.4 1517 84.0

HP 181 65.2 123 49.6 247 48.6 155 52.3 186 61.8 2385 64.0 690 59.3

NW 481 65.1 10401 67.4 512 56.3 H/ 88 63.6 308 58.8 618 64.7

TW 326 77.3 279 76.7 181 74.6 H/ 1010 81.1 186 78.5 350 80.9

UA 559 76.2 336 69.9 1046 68.9 388 67.8 510 76.3 1176 75.2 5164 80.3

US 331 78.2 425 68.9 445 78.2 331 71.3 H/ 155 74.8 486 79.6

WN H/ 579 73.9 H/ 192 76.6 H/ 4281 82.3 3518 81.6

TOTAL 21007 82.3 13264 68.3 10418 73.5 10748 77.5 3773 77.3 10154 75.1
16025 78.8

AUGUST 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 1536 70.1 602 77.6 3200 71.7 526 69.6 9191 75.2 217 81.1 734 68.8

AS H/ H/ H/ H/ H/ 1355 80.4 H/

CO 456 70.8 656 74.1 368 68.2 233 65.2 632 66.5 93 75.3 285 76.5

DL 2099 81.5 3027 83.4 464 77.2 341 66.6 868 76.7 620 86.8 527 73.6

HP 62 46.8 62 46.8 62 54.8 124 59.7 150 45.3 217 66.8 181 47.5

NW 601 54.7 470 54.0 296 53.7 9768 64.4 808 59.8 243 49.4 449 60.4

TW 212 77.4 356 82.0 222 84.2 285 73.3 383 75.5 155 83.9 176 80.7

UA 745 63.0 496 76.6 434 69.8 646 67.3 13018 73.8 1115 81.0 776 70.4

US 2239 74.1 1280 78.8 412 76.7 243 64.2 652 75.0 H/ 6585 75.2

WN H/ 1003 85.4 H/ H/ H/ 926 86.9 H/

TOTAL 7950 72.4 7952 79.2 5458 71.5 12166 65.0 25702 73.7 4941 80.5 9713
73.2

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 514 75.7 93 77.4 558 80.6 564 82.3 955 72.8 215 77.7 397 66.0 310
79.7

AS 186 65.1 H/ 372 77.2 4022 76.4 548 70.6 H/ H/ H/

CO 292 72.9 88 75.0 279 82.8 310 78.1 558 73.3 156 73.1 171 77.2 466
74.2

DL 752 82.4 279 80.6 464 84.3 651 86.2 771 71.9 4961 86.4 217 79.7 1032
82.7

HP 6006 73.5 H/ 305 63.9 212 43.4 372 52.4 124 65.3 89 53.9 31 41.9

NW 245 57.1 205 62.4 186 68.3 681 60.4 522 62.1 134 56.7 491 60.7 275
61.1

TW 215 82.8 171 81.9 155 90.3 217 79.7 247 74.5 119 73.9 10671 85.7 211
84.4

UA 1013 78.8 181 71.3 1053 74.7 1623 75.0 7664 73.6 465 81.3 300 68.3
248 67.3

US 217 68.7 8476 78.5 155 78.7 217 77.0 367 72.8 H/ 212 77.8 1012 71.4

WN 4944 82.8 H/ 2356 83.0 967 86.9 523 71.3 1184 82.8 2613 78.6 1016
83.6

TOTAL 14384 77.3 9493 78.1 5883 79.7 9464 76.5 12527 72.1 7358 83.8
15161 82.3 4601 77.0

AUGUST 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 81.9 56.5 22.6 84.9 86.6 J/ 96.8 90.9 59.3 71.4 86.6 64.9
96.2 88.1 J/ 70.2

700 - 759 AM 91.3 81.4 93.4 90.6 88.8 88.0 94.7 93.2 78.1 71.6 91.3 87.1
92.5 88.8 86.4 98.3

800 - 859 AM 85.2 74.0 89.9 91.8 87.8 85.4 88.5 92.4 76.0 84.9 85.9 64.9
90.2 90.6 82.3 94.3

900 - 959 AM 86.2 79.2 87.2 84.7 93.9 87.8 87.6 90.1 73.2 89.2 82.5 J/
89.1 89.2 92.8 88.8

1000 - 1059 AM 85.4 81.4 91.9 83.5 89.7 80.9 85.4 87.9 85.0 87.2 85.7
87.4 80.8 84.6 87.0 88.7

1100 - 1159 AM 83.3 74.9 89.9 89.4 88.5 80.2 84.2 84.5 72.2 88.9 86.2
91.0 82.0 84.1 90.3 87.0

1200 - 1259 PM 88.6 80.9 89.2 84.0 91.1 88.4 85.9 88.8 76.7 80.4 85.0 J/
84.6 83.5 82.2 83.5

100 - 159 PM 82.1 84.6 90.3 86.2 82.6 87.2 83.4 85.3 75.9 85.2 77.5 90.3
78.2 83.5 82.9 87.5

200 - 259 PM 81.6 74.5 84.5 87.1 88.7 82.0 81.8 83.4 73.8 82.7 79.5 87.6
73.8 78.9 80.9 84.7

300 - 359 PM 82.2 76.0 84.4 84.9 81.1 77.8 81.5 82.1 69.7 75.2 68.7 83.1
78.1 77.0 75.1 83.4

400 - 459 PM 72.9 64.7 78.5 77.8 83.9 75.3 78.9 81.7 65.8 69.8 76.1 81.6
71.8 80.8 67.5 76.3

500 - 559 PM 77.9 68.0 70.3 82.1 79.7 75.2 75.9 78.0 61.7 66.4 68.8 80.9
69.2 71.5 64.2 66.8

600 - 659 PM 77.2 66.7 70.8 72.5 78.8 69.9 70.6 78.4 59.4 63.5 67.9 67.0
75.4 73.6 56.9 72.3

700 - 759 PM 71.5 60.1 69.5 73.5 74.7 71.8 71.8 76.7 59.4 61.7 70.5 69.4
68.4 73.3 58.7 68.6

800 - 859 PM 73.4 59.2 67.3 68.7 86.9 66.8 67.5 71.9 63.9 66.1 65.5 68.4
73.3 72.1 54.6 76.3

900 - 959 PM 67.2 64.7 79.8 71.7 78.5 69.6 69.6 72.2 62.3 63.9 69.2 73.9
70.2 72.3 59.0 68.4

1000 - 1059 PM 76.4 66.3 69.4 61.3 84.9 65.0 67.2 72.8 61.5 63.4 67.0
74.4 64.7 68.6 63.2 71.7

1100 - 559 AM 76.5 73.9 73.1 76.7 71.0 76.2 74.0 78.6 65.3 70.0 68.4
75.3 63.6 73.3 68.8 72.2

TOTAL, ALL ARRIVALS,

BY AIRPORT 80.1 70.8 79.5 82.2 83.2 77.8 80.2 82.3 68.3 73.5 77.5 77.3
75.1 78.8 72.4 79.2

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 75.3 79.5 87.1 J/ 73.7 93.9 90.2 J/ 76.1 96.8 100.0 86.8
81.5 80.3

700 - 759 AM 90.3 78.6 84.6 95.5 90.7 97.2 88.5 87.6 94.6 95.4 93.8 89.0
97.3 89.8

800 - 859 AM 90.3 69.6 82.2 93.7 74.8 88.9 82.9 79.5 92.0 89.3 93.5 85.0
J/ 85.1

900 - 959 AM 79.7 69.5 84.1 92.4 82.4 78.0 79.5 86.9 85.5 77.9 93.5 87.9
97.3 85.5

1000 - 1059 AM 80.5 64.4 80.6 85.7 77.8 87.0 82.3 88.9 84.1 69.6 90.6
85.7 87.8 83.2

1100 - 1159 AM 78.8 71.5 82.4 87.1 81.5 85.9 78.1 85.7 75.4 70.7 87.4
86.8 78.9 82.4

1200 - 1259 PM 72.4 67.5 79.4 87.1 80.1 77.7 88.7 80.3 83.5 69.7 81.4
87.0 79.0 81.8

100 - 159 PM 78.4 62.8 79.0 82.2 82.4 80.4 85.8 88.1 81.1 69.2 84.2 85.7
84.2 81.8

200 - 259 PM 70.6 68.5 73.5 84.2 79.8 79.6 81.5 76.6 80.1 72.4 86.0 85.4
85.3 79.9

300 - 359 PM 69.5 68.8 72.0 83.6 78.4 77.7 83.2 80.2 74.5 74.0 88.2 79.7
80.9 77.7

400 - 459 PM 72.9 60.5 68.3 84.2 68.7 73.9 73.1 74.4 73.5 72.9 79.3 78.0
77.3 73.8

500 - 559 PM 69.7 66.2 68.1 81.1 67.4 67.0 73.2 78.0 73.0 73.6 73.2 79.1
76.4 71.8

600 - 659 PM 65.3 69.0 65.8 72.0 63.3 72.4 75.2 78.1 65.8 76.0 77.3 78.1
69.7 70.8

700 - 759 PM 58.3 59.9 64.2 74.7 61.8 66.1 68.4 74.9 71.1 65.9 80.4 79.9
64.8 69.5

800 - 859 PM 63.8 54.0 59.2 71.2 61.1 65.8 76.3 75.5 73.9 63.5 79.4 79.5
64.5 68.7

900 - 959 PM 62.9 53.1 62.2 76.3 69.9 69.2 68.8 75.3 75.0 63.6 73.5 73.3
65.5 67.7

1000 - 1059 PM 68.0 60.0 63.1 70.7 63.1 69.5 68.6 66.7 67.9 63.7 73.6
77.8 70.2 68.5

1100 - 559 AM 72.3 68.7 75.9 68.4 70.8 67.4 67.8 79.7 75.7 69.2 76.6
58.8 75.7 72.0

TOTAL, ALL ARRIVALS,

BY AIRPORT 71.5 65.0 73.7 80.5 73.2 77.3 78.1 79.7 76.5 72.1 83.8 82.3
77.0 76.8

AUGUST 1998

AIR TRAVEL CONSUMER REPORT

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

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 91.4 90.9 93.5 89.5 96.8 88.3 92.3 89.9 74.9 88.6 95.5 86.6
92.0 90.8 91.5 96.8

700 - 759 AM 91.7 89.5 91.8 95.0 93.0 89.5 90.7 91.6 76.7 88.1 92.7 91.6
89.4 89.2 87.4 94.5

800 - 859 AM 88.2 88.0 89.9 89.2 91.9 90.0 91.5 85.5 81.5 88.4 92.7 88.2
92.2 85.7 89.6 92.3

900 - 959 AM 84.6 85.0 87.6 88.7 94.0 87.1 89.1 86.8 69.3 87.3 89.3 92.6
81.3 87.0 86.8 93.6

1000 - 1059 AM 90.4 84.8 88.5 84.2 94.5 92.1 88.2 85.6 71.8 86.1 85.9
90.3 82.6 80.9 90.3 96.1

1100 - 1159 AM 85.1 83.9 89.4 85.4 91.8 90.8 82.5 82.1 86.2 83.0 88.6
89.8 78.4 81.9 86.7 89.9

1200 - 1259 PM 86.4 81.2 89.1 85.5 93.4 88.3 82.1 81.7 68.3 87.1 86.1
93.5 81.2 81.0 87.4 91.7

100 - 159 PM 88.4 84.1 89.5 81.7 89.5 84.7 86.6 85.3 70.1 82.1 86.0 J/
77.8 84.1 83.7 87.7

200 - 259 PM 82.0 83.5 87.5 77.4 86.0 87.8 86.5 79.3 73.3 81.3 80.3 91.3
74.8 80.1 82.5 88.1

300 - 359 PM 80.6 76.1 80.4 80.9 93.0 83.5 80.2 80.3 55.5 80.8 77.9 89.6
67.1 78.2 82.8 81.2

400 - 459 PM 77.3 75.7 76.9 71.7 83.6 78.8 78.8 79.6 60.2 69.7 72.8 82.7
66.2 75.8 73.2 81.8

500 - 559 PM 77.6 65.0 74.0 77.8 J/ 79.8 74.5 77.0 60.5 68.0 76.0 81.3
62.7 72.9 70.0 73.1

600 - 659 PM 75.7 65.4 73.2 76.3 80.3 76.2 76.2 72.3 51.3 67.7 71.3 77.0
62.5 74.7 65.8 74.8

700 - 759 PM 78.7 66.1 68.8 76.2 82.3 74.4 73.3 80.2 54.9 60.6 75.6 61.3
70.1 73.4 63.9 73.3

800 - 859 PM 74.1 68.5 73.4 73.4 80.5 73.6 70.6 72.1 54.3 63.5 73.7 65.4
68.9 70.0 63.0 78.1

900 - 959 PM 82.1 73.7 76.6 72.5 79.0 78.2 70.5 78.0 59.8 63.7 70.8 75.8
62.0 77.9 71.7 76.4

1000 - 1059 PM 84.3 J/ 55.6 73.5 88.3 J/ 90.3 73.2 56.8 J/ 77.4 85.5
70.9 80.5 J/ 90.0

1100 - 559 AM 79.4 80.6 80.6 64.5 100.0 J/ 92.5 J/ 90.3 100.0 93.5 76.0
63.4 85.5 J/ J/

TOTAL, ALL DEPARTURES,

BY AIRPORT 83.4 79.4 83.3 80.6 87.8 83.9 81.7 80.8 64.5 78.7 81.9 84.3
74.5 81.3 80.3 85.7

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 90.8 90.2 88.6 94.0 85.8 90.6 91.6 95.9 93.0 92.1 97.9 89.0
94.2 90.7

700 - 759 AM 91.8 80.0 87.1 86.8 83.2 89.0 88.2 91.9 84.5 90.2 91.4 90.8
93.8 88.6

800 - 859 AM 82.8 80.1 84.5 85.6 82.6 88.7 83.4 89.7 88.9 90.5 92.5 87.2
92.1 87.9

900 - 959 AM 88.3 71.7 81.8 90.3 80.7 76.9 82.9 82.5 79.5 83.0 96.1 87.2
91.0 83.6

1000 - 1059 AM 82.1 77.8 82.4 85.3 84.2 75.1 82.9 86.7 84.4 71.9 88.9
89.0 93.1 85.0

1100 - 1159 AM 83.1 65.0 80.6 85.6 83.4 82.2 83.0 84.6 71.5 74.4 91.3
84.9 83.6 82.2

1200 - 1259 PM 78.9 78.1 79.9 82.9 84.7 71.1 83.1 85.1 73.7 73.6 88.8
84.3 86.8 81.8

100 - 159 PM 75.1 67.3 79.5 84.3 77.3 75.5 85.3 83.0 78.6 74.4 84.8 85.6
81.9 80.9

200 - 259 PM 76.9 68.9 74.5 89.7 78.6 75.2 82.6 87.4 74.4 70.8 86.2 83.1
76.0 80.0

300 - 359 PM 66.0 64.8 69.6 80.3 76.7 72.3 68.6 75.3 74.8 75.9 82.0 80.7
83.2 76.7

400 - 459 PM 64.0 65.2 69.2 78.8 72.4 70.2 71.6 72.4 73.7 75.1 83.8 78.1
82.5 73.9

500 - 559 PM 71.4 60.4 65.4 87.1 64.4 65.9 71.3 76.6 71.9 73.2 71.8 77.7
76.3 71.7

600 - 659 PM 69.0 62.5 63.3 82.2 62.3 64.7 77.0 78.6 64.3 74.1 83.4 78.3
77.9 70.4

700 - 759 PM 60.6 72.4 62.4 77.0 61.4 60.3 62.5 77.4 69.7 72.8 71.0 76.1
73.6 69.3

800 - 859 PM 64.9 54.3 64.1 76.6 66.5 55.7 69.2 67.4 73.8 66.6 83.0 79.1
74.1 69.8

900 - 959 PM J/ 58.1 64.1 84.2 69.3 63.7 76.5 76.6 76.5 72.8 66.1 77.5
64.9 73.3

1000 - 1059 PM J/ 53.1 66.4 87.1 J/ 70.8 81.4 84.8 80.2 80.8 86.2 75.8
57.7 73.8

1100 - 559 AM 85.9 90.3 94.9 84.0 96.8 92.8 80.6 89.2 78.7 84.4 80.0
74.1 90.6 77.8

TOTAL, ALL DEPARTURES,

BY AIRPORT 76.3 66.4 74.9 85.5 74.9 75.2 78.3 83.6 78.3 78.5 86.3 82.7
84.6 79.1

AUGUST 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

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

NW 759 DTW-MSP 1855 31 83.87 77 36

NW 1049 MSP-BIL 2045 31 83.87 47 38

HP 2848 PHX-SEA 1311 31 83.87 37 34

HP 2271 PHX-IAH 0902 31 83.87 32 29

AS 537 LAX-SEA 1536 31 83.87 30 24

UA 730 ORD-BWI 1705 31 80.65 54 34

HP 820 PHX-BOS 0908 31 80.65 51 38

HP 2851 SEA-PHX 1640 31 80.65 32 26

AUGUST 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 579 20 3.5

NORTHWEST 1524 20 1.3

ALASKA 463 5 1.1

UNITED 2183 4 0.2

CONTINENTAL 1157 2 0.2

SOUTHWEST 2372 4 0.2

US AIRWAYS 1997 3 0.2

TWA 784 0 0.0

AMERICAN 1832 0 0.0

DELTA 2522 0 0.0

TOTAL 15413 58 0.4

AUGUST 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) 76.3 84.9 93 93 DUTCH HARBOR, AK. (DUT) 51.6
53.2 62 62

ALBANY, N.Y. (ALB) 73.7 80.5 926 925 EL PASO, TX. (ELP) 79.1 83.5 2,156
2,156

ALBUQUERQUE, N.M. (ABQ) 79.3 83.6 3,172 3,171 ELMIRA, N.Y. (ELM) 87.2
90.8 109 109

ALLENTOWN, PA. (ABE) 76.1 85.4 507 507 ERIE, PA. (ERI) 80.7 90.8 119 119

AMARILLO, TX. (AMA) 79.7 86.7 414 414 EUGENE, OR. (EUG) 79.3 80.6 217
217

ANCHORAGE, AK. (ANC) 67.2 76.3 2,413 2,414 FAIRBANKS, AK. (FAI) 71.1
83.0 553 553

ASHEVILLE, N.C. (AVL) 85.8 91.6 155 155 FARGO, N.D. (FAR) 64.4 78.2 216
216

ATLANTA, GA. (ATL) 80.1 83.4 21,635 21,655 FAYETTEVILLE, N.C. (FAY) 75.8
86.3 124 124

AUGUSTA, GA. (AGS) 80.0 85.8 155 155 FLINT, MI. (FNT) 68.9 79.8 119 119

AUSTIN, TX. (AUS) 79.9 86.8 3,347 3,347 FRESNO, CA. (FAT) 78.5 87.1 93
93

BAKERSFIELD, CA. (BFL) 80.6 93.5 31 31 FT. LAUDERDALE, FL. (FLL) 77.9
86.3 3,319 3,319

BALTIMORE, MD. (BWI) 79.5 83.3 6,243 6,244 FT. MYERS, FL. (RSW) 77.8
89.4 924 924

BANGOR, ME. (BGR) 87.1 95.7 93 93 FT. WAYNE, IN. (FWA) 78.5 86.6 149 149

BARROW, AK. (BRW) 78.4 79.5 88 88 GRAND FORKS, N.D. (GFK) 63.4 80.6 93
93

BATON ROUGE, LA. (BTR) 82.9 92.5 398 398 GRAND RAPIDS, MI. (GRR) 67.0
80.8 791 793

BETHEL, AK. (BET) 75.9 74.4 83 82 GREAT FALLS, MT. (GTF) 73.1 79.0 186
186

BILLINGS, MT. (BIL) 65.6 79.4 247 247 GREEN BAY, WI. (GRB) 62.1 75.9 211
212

BINGHAMTON, N.Y. (BGM) 85.2 81.8 88 88 GREENBRIER, W.V. (LWB) 85.7 85.7
14 14

BIRMINGHAM, AL. (BHM) 80.7 86.1 1,709 1,708 GREENSBORO/HIGH PT., N.C.
(GSO) 74.1 85.3 1,290 1,290

BISMARCK, N.D. (BIS) 58.1 76.6 124 124 GREENVILLE/SPARTBG., S.C. (GSP)
80.3 87.0 599 599

BOISE, ID. (BOI) 84.0 87.2 1,044 1,044 GUSTAVUS, AK. (GST) 71.0 64.5 31
31

BOSTON, MA. (BOS) 70.8 79.4 8,571 8,567 HARLINGEN, TX. (HRL) 76.1 80.9
356 356

BOZEMAN, MT. (BZN) 68.3 79.5 186 185 HARRISBURG, PA. (MDT) 72.7 85.4 670
670

BRISTOL, TN. (TRI) 89.1 94.1 119 119 HARTFORD, CT./SPGFLD, MA. (BDL)
77.5 88.0 2,191 2,190

BROWNSVILLE, TX. (BRO) 58.1 87.1 31 31 HELENA, MT. (HLN) 89.2 90.3 93 93

BUFFALO, N.Y. (BUF) 73.0 82.8 1,575 1,574 HONOLULU, OAHU, HI. (HNL) 74.0
86.2 965 966

BURBANK, CA. (BUR) 80.9 83.1 2,442 2,441 HOUSTON, TX. (HOU) 79.3 76.9
4,936 4,936

BURLINGTON, VT. (BTV) 71.8 81.0 248 248 HOUSTON, TX. (IAH) 77.5 81.9
10,748 10,745

CEDAR RAPIDS/IOWA CTY,IA. (CID) 77.9 87.3 471 471 HUNTSVILLE/DECATUR,
AL. (HSV) 79.3 91.6 512 512

CHARLESTON, S.C. (CHS) 80.3 87.1 620 620 IDAHO FALLS, ID. (IDA) 83.9
92.5 93 93

CHARLESTON, W.V. (CRW) 65.3 79.9 144 144 INDIANAPOLIS, IN. (IND) 76.9
84.2 2,877 2,876

CHARLOTTE, N.C. (CLT) 82.2 80.6 10,762 10,764 INDIO/PALM SPRINGS, CA.
(PSP) 78.2 85.5 124 124

CHATTANOOGA, TN. (CHA) 72.7 85.2 88 88 ISLIP/LONG IS., N.Y. (ISP) 80.6
89.2 186 186

CHICAGO, IL. (MDW) 79.0 76.7 4,027 4,028 ITHACA, N.Y. (ITH) 82.6 92.7
109 109

CHICAGO, IL. (ORD) 73.7 74.9 25,702 25,697 JACKSON/VICKSBURG, MS. (JAN)
85.8 90.8 770 770

CINCINNATI, OH. (CVG) 83.2 87.8 6,864 6,864 JACKSON, WY. (JAC) 83.1 85.9
195 199

CLEVELAND, OH. (CLE) 76.7 83.6 5,285 5,283 JACKSONVILLE, FL. (JAX) 77.1
87.4 1,891 1,893

COLORADO SPRINGS, CO. (COS) 76.5 88.1 1,045 1,044 JUNEAU, AK. (JNU) 70.7
73.9 563 563

COLUMBIA, S.C. (CAE) 82.3 87.2 485 485 KAHULUI, MAUI, HI. (OGG) 86.4
89.6 279 279

COLUMBUS, OH. (CMH) 73.3 80.0 3,397 3,398 KALAMAZOO, MI. (AZO) 76.5 79.8
119 119

CORDOVA, AK. (CDV) 54.8 56.5 62 62 KALISPELL, MT. (FCA) 75.5 81.3 155
155

CORPUS CHRISTI, TX. (CRP) 79.5 84.6 259 259 KANSAS CITY, MO. (MCI) 77.3
84.4 5,184 5,185

DALLAS/FT. WORTH, TX. (DAL) 79.5 78.3 3,999 3,998 KETCHIKAN, AK. (KTN)
67.7 79.2 279 279

DALLAS/FT. WORTH, TX. (DFW) 82.3 80.8 21,007 21,002 KING SALMON, AK.
(AKN) 61.3 66.1 62 62

DAYTON, OH. (DAY) 77.7 86.7 894 894 KNOXVILLE, TN. (TYS) 76.9 86.2 693
689

DAYTONA BEACH, FL. (DAB) 80.6 88.5 217 217 KODIAK, AK. (ADQ) 77.4 80.6
62 62

DEADHORSE, AK. (SCC) 71.9 70.2 57 57 KONA, HAWAII., HI. (KOA) 67.7 87.1
62 62

DENVER, CO. (DEN) 80.2 81.7 11,968 11,966 KOTZEBUE, AK. (OTZ) 74.2 69.9
93 93

DES MOINES, IA. (DSM) 76.9 87.4 605 605 LA CROSSE, WI. (LSE) 61.3 79.0
62 62

DETROIT, MI. (DTW) 68.3 64.5 13,264 13,262 LANSING, MI. (LAN) 61.1 78.3
180 180

DILLINGHAM, AK. (DLG) 61.3 64.5 62 62 LAS VEGAS, NV. (LAS) 75.1 74.5
10,154 10,147

DULUTH, MN. (DLH) 69.7 72.3 119 119 LEXINGTON/FRKFT, KY. (LEX) 80.4 90.2
336 336

AUGUST 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) 87.1 96.8 31 31 ROANOKE, VA. (ROA) 78.8 90.1 212
212

LINCOLN, NE. (LNK) 76.9 90.9 242 242 ROCHESTER, MN. (RST) 65.7 82.5 207
206

LITTLE ROCK, AR. (LIT) 75.2 84.6 1,148 1,148 ROCHESTER, N.Y. (ROC) 76.0
83.1 1,235 1,236

LONG BEACH, CA. (LGB) 72.0 84.6 279 279 SACRAMENTO, CA. (SMF) 81.1 85.0
3,207 3,207

LOS ANGELES, CA. (LAX) 78.8 81.3 16,025 16,024 SAGINAW, MI. (MBS) 68.6
81.2 309 309

LOUISVILLE, KY. (SDF) 76.8 86.8 2,027 2,027 SALT LAKE CITY, UT. (SLC)
83.8 86.3 7,358 7,356

LUBBOCK, TX. (LBB) 82.1 87.5 559 559 SAN ANTONIO, TX. (SAT) 77.5 85.4
3,196 3,196

MADISON, WI. (MSN) 67.2 77.3 424 423 SAN DIEGO, CA. (SAN) 79.7 83.6
5,883 5,885

MANCHESTER, N.H. (MHT) 75.9 84.1 1,066 1,066 SAN FRANCISCO, CA. (OAK)
84.2 84.5 4,771 4,771

MEDFORD, OR. (MFR) 68.5 70.2 124 124 SAN FRANCISCO, CA. (SFO) 72.1 78.5
12,527 12,531

MELBOURNE, FL. (MLB) 78.8 95.4 217 217 SAN JOSE, CA. (SJC) 81.8 86.3
4,190 4,189

MEMPHIS, TN. (MEM) 77.8 75.0 4,317 4,317 SAN JUAN, P.R. (SJU) 73.3 82.0
1,711 1,709

MIAMI, FL. (MIA) 71.5 76.3 5,458 5,457 SANTA BARBARA, CA. (SBA) 70.2
66.1 124 124

MIDLAND/ODESSA, TX. (MAF) 80.0 87.6 549 549 SARASOTA/BRAD., FL. (SRQ)
79.4 92.9 496 496

MILWAUKEE, WI. (MKE) 73.2 82.9 1,337 1,339 SAVANNAH, GA. (SAV) 84.6 89.9
434 434

MINNEAPLS/ST.P, MN. (MSP) 65.0 66.4 12,166 12,162
SCRANTON/WILKES-BARRE,PA. (AVP) 77.3 90.7 150 150

MINOT, N.D. (MOT) 74.2 83.9 93 93 SEATTLE, WA. (SEA) 76.5 78.3 9,464
9,464

MISSION/MCALLEN, TX. (MFE) 75.5 87.7 269 269 SHREVEPORT, LA. (SHV) 83.9
86.7 330 330

MISSOULA, MT. (MSO) 71.6 84.5 155 155 SIOUX CITY, IA. (SUX) 67.7 75.8 62
62

MOBILE,AL./PASCAGOULA,MS. (MOB) 86.8 88.4 372 372 SIOUX FALLS, S.D.
(FSD) 64.1 81.5 334 335

MOLINE, IL. (MLI) 86.9 92.4 145 145 SITKA, AK. (SIT) 70.3 82.6 155 155

MONROE, LA. (MLU) 87.6 91.4 186 186 SOUTH BEND, IN. (SBN) 77.9 88.6 290
290

MONTEREY, CA. (MRY) 75.8 85.5 62 62 SPOKANE, WA. (GEG) 80.0 85.7 1,209
1,209

MONTGOMERY, AL. (MGM) 79.4 89.0 155 155 SPRINGFIELD, MO. (SGF) 86.9 91.7
145 145

MYRTLE BEACH, S.C. (MYR) 77.1 87.2 227 227 ST. CROIX, V.I. (STX) 71.0
84.9 93 93

NANTUCKET, MA. (ACK) 33.3 70.0 9 10 ST. LOUIS, MO. (STL) 82.3 82.7
15,161 15,165

NASHVILLE, TN. (BNA) 81.3 84.7 4,514 4,511 ST. THOMAS, V.I. (STT) 76.7
82.1 172 173

NEW ORLEANS, LA. (MSY) 77.8 85.1 4,262 4,265 SYRACUSE, N.Y. (SYR) 71.8
82.4 931 931

NEW YORK, N.Y. (JFK) 77.3 84.3 3,773 3,750 TALLAHASSEE, FL. (TLH) 80.7
90.3 207 207

NEW YORK, N.Y. (LGA) 72.4 80.3 7,950 7,973 TAMPA, FL. (TPA) 77.0 84.6
4,601 4,601

NEWARK, N.J. (EWR) 73.5 78.7 10,418 10,417 TOLEDO, OH. (TOL) 80.7 90.1
181 181

NEWBURGH, N.Y. (SWF) 71.0 91.1 124 124 TRAVERSE CITY, MI. (TVC) 55.9
60.2 93 93

NOME, AK. (OME) 61.2 65.0 103 103 TUCSON, AZ. (TUS) 76.6 86.4 1,498
1,498

NORFOLK/VA. BEACH, VA. (ORF) 70.2 80.5 1,442 1,429 TULSA, OK. (TUL) 76.5
85.2 1,599 1,599

OKLAHOMA CITY, OK. (OKC) 79.0 87.7 1,703 1,702 VALPARAISO, FL. (VPS)
68.8 84.9 93 93

OMAHA, NE. (OMA) 73.4 84.2 1,393 1,393 WASHINGTON, D.C. (DCA) 77.8 83.9
7,200 7,215

ONTARIO, CA. (ONT) 81.9 87.4 3,117 3,115 WASHINGTON, D.C. (IAD) 74.8
81.8 4,010 4,009

ORANGE COUNTY, CA. (SNA) 81.7 86.5 2,936 2,943 WEST PALM BEACH, FL.
(PBI) 73.1 86.7 1,582 1,582

ORLANDO, FL. (MCO) 79.2 85.7 7,952 7,953 WHITE PLAINS, N.Y. (HPN) 66.7
81.2 399 399

PASCO, WA. (PSC) 83.9 91.1 124 124 WICHITA, KS. (ICT) 75.6 86.0 610 609

PENSACOLA, FL. (PNS) 83.9 89.5 553 553 WILMINGTON, N.C. (ILM) 82.8 87.6
186 186

PETERSBURG, AK. (PSG) 30.6 35.5 62 62 WRANGELL, AK. (WRG) 40.3 43.5 62
62

PHILADELPHIA, PA. (PHL) 73.2 74.9 9,713 9,705 YAKUTAT, AK. (YAK) 54.8
58.1 62 62

PHOENIX, AZ. (PHX) 77.3 75.2 14,384 14,385

PITTSBURGH, PA. (PIT) 78.1 78.3 9,493 9,501

PORTLAND, ME. (PWM) 73.8 84.2 625 625

PORTLAND, OR. (PDX) 80.5 85.5 4,941 4,942

PROVIDENCE, R.I. (PVD) 77.7 84.2 1,929 1,927

RALEIGH/DURHAM, N.C. (RDU) 71.3 84.0 2,425 2,425

RAPID CITY, S.D. (RAP) 67.7 72.6 124 124

RENO, NV. (RNO) 80.5 83.5 2,235 2,236

RICHMOND, VA. (RIC) 76.5 82.6 1,320 1,320

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

***AUGUST***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

  ----- ------------- ---------------------- --- ------------------------
                      ***AUGUST 1998***          ***AUGUST 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>AUG. ’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="delta">Delta</h5></td>
<td></td>
<td>35,553</td>
<td>8,723,889</td>
<td><strong>4.08</strong></td>
<td></td>
<td>38,339</td>
<td>8,733,189</td>
<td><strong>4.39</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><strong>US Airways</strong></td>
<td></td>
<td>20,908</td>
<td>5,007,453</td>
<td><strong>4.18</strong></td>
<td></td>
<td>23,866</td>
<td>5,207,533</td>
<td><strong>4.58</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><strong>Continental</strong></td>
<td></td>
<td>13,431</td>
<td>3,184,206</td>
<td><strong>4.22</strong></td>
<td></td>
<td>11,969</td>
<td>3,105,720</td>
<td><strong>3.85</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><strong>American</strong></td>
<td></td>
<td>25,742</td>
<td>5,736,296</td>
<td><strong>4.49</strong></td>
<td></td>
<td>28,614</td>
<td>5,878,351</td>
<td><strong>4.87</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><p id="america-west" class="heading">America West</p></td>
<td></td>
<td>7,191</td>
<td>1,578,565</td>
<td><strong>4.56</strong></td>
<td></td>
<td>6,438</td>
<td>1,621,817</td>
<td><strong>3.97</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><strong>Southwest</strong></td>
<td></td>
<td>24,477</td>
<td>5,353,567</td>
<td><strong>4.57</strong></td>
<td></td>
<td>21,599</td>
<td>5,174,968</td>
<td><strong>4.17</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><strong>TWA</strong></td>
<td></td>
<td>9,803</td>
<td>2,038,539</td>
<td><strong>4.81</strong></td>
<td></td>
<td>10,384</td>
<td>2,098,223</td>
<td><strong>4.95</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><strong>United</strong></td>
<td></td>
<td>55,255</td>
<td>7,284,062</td>
<td><strong>7.59</strong></td>
<td></td>
<td>47,832</td>
<td>6,849,105</td>
<td><strong>6.98</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><strong>Northwest</strong></td>
<td></td>
<td>29,120</td>
<td>3,779,656</td>
<td><strong>7.70</strong></td>
<td></td>
<td>26,011</td>
<td>4,229,710</td>
<td><strong>6.15</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><strong>Alaska</strong></td>
<td></td>
<td>10,312</td>
<td>1,212,217</td>
<td><strong>8.51</strong></td>
<td></td>
<td>9,413</td>
<td>1,198,898</td>
<td><strong>7.85</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>231,792</strong></td>
<td><strong>43,898,450</strong></td>
<td><strong>5.28</strong></td>
<td></td>
<td><strong>224,465</strong></td>
<td><strong>44,097,514</strong></td>
<td><strong>5.09</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">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-1">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

AUGUST 1998 AUGUST 1997

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 973 29 0 64 516 52 0 106

FOREIGN AIRLINES 104 0 0 3 89 1 0 5

CARGO COMPANIES 1 0 0 1 1 0 0 0

TRAVEL AGENTS 7 0 0 1 1 0 0 0

TOUR OPERATORS 17 1 0 1 8 0 0 0

MISCELLANEOUS 27 6 0 11 11 5 0 13

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

INDUSTRY TOTALS 1129 36 0 81 626 58 0 124

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

AUGUST 1998 AUGUST 1997

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 352 2 128

DELAYS\...\...\...\.... 83 18

CANCELLATIONS\...\... 132 51

MISCONNECTIONS\..... 34 16

CUSTOMER SERVICE\...\..... 2 245 1 136

BAGGAGE\...\...\...\...\..... 3 164 3 105

TICKETING/BOARDING\...\... 4 163 4 86

DISABLED\...\...\..... 48 27

REFUNDS\...\...\...\...\..... 5 70 5 55

OTHER\...\...\...\...\...\.... 6 51 6 44

FREQUENT FLYER\..... 22 25

OVERSALES\...\...\...\...\... 7 46 7 40

FARES\...\...\...\...\...\.... 8 28 8 22

TOURS\...\...\...\...\...\.... 9 6 9 5

SMOKING\...\...\...\...\..... 10 3 11 2

ADVERTISING\...\...\...\.... 11 1 10 3

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

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

COMPLAINT TOTAL 1129 626

\* 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

AUGUST 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 3 0 4 0 1 4 1 0 0 0 0 0 13

ALASKA AIRLINES 1 1 2 0 0 1 1 0 0 0 0 0 6

AMERICA WEST AIRLINES 29 3 5 1 1 5 13 0 0 0 0 1 58

AMERICAN AIRLINES 22 4 15 5 5 16 13 0 0 0 0 6 86

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

AMERICAN TRANS AIR 7 0 4 0 1 2 2 0 0 0 0 1 17

ATLANTIC SOUTHEAST AIRLINES 10 2 1 1 1 0 6 0 0 0 0 2 23

CONTINENTAL AIRLINES 18 3 14 3 4 13 19 0 0 0 0 2 76

DELTA AIR LINES 27 4 19 3 3 9 23 0 0 0 0 6 94

DELTA CONNECTION 3 0 0 0 1 0 1 0 0 0 0 0 5

KIWI INTERNATIONAL AIRLINES 3 1 1 0 3 5 0 0 0 0 0 0 13

NORTHWEST AIRLINES 89 6 19 3 5 16 36 1 0 0 0 13 188

RENO AIR 3 1 1 1 1 1 4 0 0 0 0 0 12

SOUTHWEST AIRLINES 2 0 5 1 3 4 9 0 0 0 0 0 24

SUN JET INTERNATIONAL 3 0 2 0 2 1 0 0 0 0 0 1 9

TOWER AIR 13 0 1 0 3 5 8 0 0 0 1 1 32

TRANS WORLD AIRLINES 11 2 4 1 3 4 17 0 0 0 0 1 43

TRANS WORLD EXPRESS 2 1 0 1 0 2 3 0 0 0 0 0 9

UNITED AIRLINES 35 3 18 2 7 19 41 0 0 0 0 6 131

UNITED EXPRESS 5 0 2 0 0 0 0 0 0 0 0 0 7

US AIRWAYS 14 1 13 3 2 13 14 0 0 0 1 1 62

VANGUARD AIRLINES 8 1 2 0 5 1 0 0 0 0 0 1 18

OTHER U.S. AIRLINES 12 1 6 0 8 6 6 0 0 0 0 3 42

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

AUGUST 1998 322 36 138 25 60 127 217 1 0 0 2 45 973

\% OF TOTAL COMPLAINTS 33.1 3.7 14.2 2.6 6.2 13.1 22.3 0.1 0.0 0.0 0.2
4.6

AUGUST 1997 118 30 71 18 43 80 122 0 3 0 0 31 516

\% OF TOTAL COMPLAINTS 22.9 5.8 13.8 3.5 8.3 15.5 23.6 0.0 0.6 0.0 0.0
6.0

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

AUGUST 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 AUG AUG PERCENT JUL PERCENT MONTHS PERCENT DATE
PERCENT

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

AIRTRAN AIRLINES 13 2 15.38 6 46.15 5 38.46 0 0.00

ALASKA AIRLINES 6 1 16.67 3 50.00 2 33.33 0 0.00

AMERICA WEST AIRLINES 58 4 6.90 17 29.31 37 63.79 0 0.00

AMERICAN AIRLINES 86 15 17.44 19 22.09 52 60.47 0 0.00

AMERICAN EAGLE 5 2 40.00 2 40.00 1 20.00 0 0.00

AMERICAN TRANS AIR 17 4 23.53 6 35.29 7 41.18 0 0.00

ATLANTIC SOUTHEAST AIRLINES 23 2 8.70 10 43.48 11 47.83 0 0.00

CONTINENTAL AIRLINES 76 5 6.58 23 30.26 48 63.16 0 0.00

DELTA AIR LINES 94 22 23.40 21 22.34 51 54.26 0 0.00

DELTA CONNECTION 5 2 40.00 0 0.00 3 60.00 0 0.00

KIWI INTERNATIONAL AIRLINES 13 1 7.69 1 7.69 10 76.92 1 7.69

NORTHWEST AIRLINES 188 10 5.32 50 26.60 126 67.02 2 1.06

RENO AIR 12 0 0.00 3 25.00 9 75.00 0 0.00

SOUTHWEST AIRLINES 24 6 25.00 9 37.50 7 29.17 2 8.33

SUN JET INTERNATIONAL 9 5 55.56 0 0.00 4 44.44 0 0.00

TOWER AIR 32 9 28.13 8 25.00 15 46.88 0 0.00

TRANS WORLD AIRLINES 43 2 4.65 12 27.91 29 67.44 0 0.00

TRANS WORLD EXPRESS 9 2 22.22 1 11.11 6 66.67 0 0.00

UNITED AIRLINES 131 11 8.40 43 32.82 77 58.78 0 0.00

UNITED EXPRESS 7 2 28.57 4 57.14 1 14.29 0 0.00

US AIRWAYS 62 3 4.84 19 30.65 40 64.52 0 0.00

VANGUARD AIRLINES 18 8 44.44 0 0.00 10 55.56 0 0.00

OTHER U.S. AIRLINES 42 5 11.90 9 21.43 24 57.14 4 9.52

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

TOTALS 973 123 12.64 266 27.34 575 59.10 9 0.92

PRIOR YEAR\'S TOTALS 516 116 22.48 186 36.05 210 40.70 4 0.78

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

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

TABLE 5

COMPANIES OTHER THAN U.S.AIRLINES

BY COMPLAINT CATEGORY

AUGUST 1998

FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

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

AIR JAMAICA 3 0 1 0 0 2 1 0 0 0 0 0 7

BRITISH AIRWAYS 0 1 2 0 0 3 0 0 0 0 0 0 6

KLM 3 1 1 0 0 2 4 0 0 0 0 0 11

OLYMPIC AIRWAYS 2 1 0 0 0 1 2 0 0 0 0 0 6

OTHER FOREIGN AIRLINES 10 4 9 1 5 23 12 1 1 0 0 3 69

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

TOTAL 19 7 13 1 6 33 19 1 1 0 1 3 104

CARGO COMPANIES

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

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

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

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

TRAVEL AGENTS

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

OTHER TRAVEL AGENTS 0 0 3 0 2 0 1 0 0 0 1 0 7

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

TOTAL 0 0 3 0 2 0 1 0 0 0 1 0 7

TOUR OPERATORS

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

SUNJET INT\'L SALES 5 0 1 0 0 2 3 0 0 0 0 0 11

OTHER TOUR OPERATORS 1 1 1 0 0 0 0 0 0 0 1 2 6

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

TOTAL 6 1 2 0 0 2 3 0 0 0 1 2 17

MISCELLANEOUS

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

OTHER MISCELLANEOUS 5 2 7 2 2 1 5 1 0 0 1 1 27

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

TOTAL 5 2 7 2 2 1 5 1 0 0 1 1 27

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

####  AUGUST

***Consumer Complaints: Rankings***

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

  ----- --------- ------------------------- --- --------------------------
                  ***AUGUST 1998***             ***AUGUST 1997***

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

+-----+------+-------+---------+-------+---+------+---------+--------+
|     |      |       |         | *     |   |      |         | ***C   |
|     |      |       |         | **COM |   |      |         | OMPLAI |
|     |      |       |         | PLAIN |   |      |         | NTS*** |
|     |      |       |         | TS*** |   |      |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+
| ##  |      |       | **      | *     |   |      | **      | ***PER |
|  AU |      |       | *SYSTEM | **PER |   |      | *SYSTEM | 100,   |
| G.  |      |       | WIDE*** | 100,0 |   |      | WIDE*** | 000*** |
| '98 |      |       |         | 00*** |   |      |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+
| #   | *    | *     | ***E    | ***   |   | ***C | ***E    | ***ENP |
| # R | **AI | **COM | NPLANEM | ENPLA |   | OMPL | NPLANEM | LANEME |
| ANK | RLIN | PLAIN | ENTS*** | NEMEN |   | AINT | ENTS*** | NTS*** |
|     | E*** | TS*** |         | TS*** |   | S*** |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+

  ----- ----------------- --------- ---------------- ---------- ----- --------- ---------------- ----------
  1     **Alaska**        6         1,343,341        **0.45**         6         1,279,334        **0.47**

  2     **Southwest**     24        5,366,849        **0.45**         10        5,186,583        **0.19**

  3     **Delta**         94        9,393,400        **1.00**         48        9,179,904        **0.52**

  4     **American**      86        7,421,701        **1.16**         72        7,524,702        **0.96**

  5     **US Airways**    62        5,179,350        **1.20**         42        5,373,689        **0.78**

  6     **United**        131       8,293,028        **1.58**         56        7,958,462        **0.70**

  7     **Continental**   76        3,854,851        **1.97**         26        3,620,575        **0.72**

  8     **T W A**         43        2,158,505        **1.99**         15        2,263,229        **0.66**

  9     **America West**  58        1,608,302        **3.61**         18        1,663,062        **1.08**

  10    **Northwest**     188       4,608,047        **4.08**         74        5,178,689        **1.43**

        **TOTAL**         **768**   **49,227,374**   **1.56**         **367**   **49,228,229**   **0.75**
  ----- ----------------- --------- ---------------- ---------- ----- --------- ---------------- ----------

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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