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Consumer Complaints Against Top U.S. Airlines by Category

Consumer Complaints Against Top U.S. Airlines by Category

Complaint category1990199119921993199419951996199719981999200020012002
TOTAL7,7036,1065,6394,4385,1794,6295,7826,3947,99417,38120,56416,5089,471
Flight problems13,0341,8771,6241,2111,5861,1331,6281,6992,2776,4698,6985,4802,031
Customer service27587146955998056679991,4181,7153,6644,0742,8601,715
Baggage1,3298837526277616288828261,1082,3532,7532,4901,421
Reservations/ticketing/
boarding3
6246596805775986668579041,1371,3281,4051,6111,159
Refunds7017837214823935765215316029408031,3471,106
Oversales4399301265257301263353414388673759638454
Fares5312388573398267185180195277584708666523
Disability3n.a.n.a.n.a.n.a.n.a.n.a.n.a.n.a.n.a.526612508477
Advertising96965451946661574057426168
Tours29231216127181613232825n.a.n.a.
Smoking67430253020151354n.a.n.a.n.a.n.a.
Credit651010424311n.a.n.a.n.a.n.a.
Other6342342228186225408269331422759675650322
Animals7n.a.n.a.n.a.n.a.n.a.n.a.n.a.n.a.n.a.0160
NOTE: Consumer complaints filed with the U.S. Department of Transportation.
1. Cancellations, delays, and other deviations from schedule.
2. Rude or unhelpful employees, inadequate meals or cabin service, treatment of delayed passengers.
3. Effective with the Sept. 1999 report, “disability” complaints are listed as a separate category. Previously, disability complaints were included in the “Reservations/ticketing/boarding” category.
4. All bumping problems, whether or not airline complied with DOT regulations.
5. Incorrect or incomplete information about fares, discount fare conditions and availability, overcharges, fare increases, and level of fares in general.
6. Complaints about “smoking” and “credit,” which were formerly separate categories, are now included in the “other” category.
7. Effective with the Oct. 2000 report, “Animals” was added as a new category.
Source: Office of Aviation Enforcement and Proceedings, U.S. Dept. of Transportation, Air Travel Consumer Report.

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