Here’s How the Airlines Fared With Consumers

The Department of Transportation’s statistical report on the performance of major U.S. airlines (reports are based on information collected by the department and do not include delays caused by mechanical problems):

On-Time Performance

Percentage of flights in September arriving on time. That is defined as arriving within 15 minutes of the scheduled time.

Airline Percent Southwest 86.9 America West 86.7 American 84.6 Alaska 83.7 Continental 83.6 Delta 82.7 TWA 82.2 Eastern 80.6 Pan American 77.7 United 76.1 Northwest 74.6 USAir 71.7

Consumer Complaints

Consumer complaints in October, per 100,000 passengers. The report covers a variety of consumer complaints, including problems with oversales, reservations and ticketing, fares, refunds, baggage handling, customer service, advertising, credit and smoking.

Airline Complaints Tower 11.53 Eastern 7.93 Pan Am 6.53 TWA 5.64 Braniff 3.53 Hawaiian 3.23 Continental 2.75 USAir 2.69 Midway 2.53 Northwest 1.88 United 1.69 Horizon 1.25 American Trans 1.09 America West .96 American .75 Delta .54 Alaska .53 Southwest .31 Aloha .24 Air Wisconsin .00