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  1. <text id=93AC0123>
  2. <title>
  3. Consumer Complaints Against US Airlines:1986-93
  4. </title>
  5. <history>
  6. Compact ALMANAC--United States Statistics         
  7. Energy & Transportation                              
  8. </history>
  9. <article>
  10. <source>Time Almanac</source>
  11. <hdr>
  12. Consumer Complaints Against U.S. Airlines: 1986 - 1993 
  13. </hdr>
  14. <body>
  15. <table>
  16. <tblhdr><cell>Complaint Category<cell>1986<cell>1988<cell>1989<cell>1990<cell>1992<cell>1993
  17. <row><cell type=a>TOTAL<cell type=i>10,802<cell type=i>21,493<cell type=i>10,553<cell type=i>7,703<cell type=i>5,639<cell type=i>4,438
  18. <row><cell>Flight problems(1)<cell>3,390<cell>8,831<cell>4,111<cell>3,034<cell>1,624<cell>1,211
  19. <row><cell>Baggage<cell>2,149<cell>3,938<cell>1,702<cell>1,329<cell>752<cell>627
  20. <row><cell>Refunds<cell>1,627<cell>1,667<cell>1,023<cell>701<cell>721<cell>482
  21. <row><cell>Customer service(2)<cell>702<cell>2,120<cell>1,002<cell>758<cell>695<cell>599
  22. <row><cell>Reservations/ticketing/boarding(3)<cell>687<cell>1,445<cell>821<cell>624<cell>680<cell>577
  23. <row><cell>Fares(4)<cell>468<cell>455<cell>341<cell>312<cell>573<cell>398
  24. <row><cell>Oversales(5)<cell>849<cell>1,353<cell>607<cell>399<cell>265<cell>257
  25. <row><cell>Advertising<cell>122<cell>141<cell>89<cell>96<cell>54<cell>51
  26. <row><cell>Smoking<cell>311<cell>546<cell>232<cell>74<cell>25<cell>30
  27. <row><cell>Tours<cell>33<cell>37<cell>22<cell>29<cell>12<cell>16
  28. <row><cell>Credit<cell>40<cell>35<cell>19<cell>5<cell>10<cell>4
  29. <row><cell>Other<cell>424<cell>935<cell>584<cell>342<cell>228<cell>186
  30. </table>
  31. <list style=hang>
  32. <item>1. Cancellations, delays, etc. from schedule.
  33. <item>2. Unhelpful employees, inadequate meals or cabin service, treatment of delayed passengers.
  34. <item>3. Errors in reservations and ticketing; problems in making reservations and obtaining tickets.
  35. <item>4. Incorrect or incomplete information about fares, discount fare conditions and availability, etc.
  36. <item>5. All bumping problems, whether or not airline complied with DOT regulations.
  37. </list>
  38. <p>Source: U.S. Dept. of Transportation, Office of Consumer Affairs.
  39. </p>
  40. </body>
  41. </article>
  42. </text>
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