MAIN CATEGORIES:
 1. Population
2. Vital Statistics
3. Health and Nutrition
4. Education
5. Law Enforcement, Courts
and Prisons
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9. State and Local Government
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and Water
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26. Manufactures
27. Domestic Trade and
Services
28. Foreign Commerce and Aid
29. Outlying Areas
30. Comparative International
Statistics
31. Industrial Outlook
32. 1997 Economic Census
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1075. Consumer Complaints Against U.S. Airlines
[Calendar year data. See source for data on individual airlines]
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COMPLAINTS
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Complaints
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Complaint category
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1986
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1987
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1988
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1989
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1990
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1991
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1992
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1993
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1994
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1995
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1996
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1997
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1998
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1999
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Total
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10,802
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40,985
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21,493
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10,553
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7,703
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6,106
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5,639
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4,438
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5,179
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4,629
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5,782
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6,394
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7,980
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17,381
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Flight problems 1
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3,390
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18,019
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8,831
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4,111
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3,034
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1,877
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1,624
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1,211
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1,586
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1,133
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1,628
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1,699
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2,270
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6,469
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Customer service 2
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702
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3,888
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2,120
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1,002
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758
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714
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695
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599
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805
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667
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999
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1,418
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1,716
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3,664
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Ticketing/boarding 3
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687
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2,458
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1,445
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821
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624
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659
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680
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577
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598
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666
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857
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904
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805
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1,328
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Disability 4
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(NA)
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(NA)
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(NA)
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(NA)
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(NA)
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(NA)
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(NA)
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(NA)
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(NA)
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(NA)
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(NA)
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(NA)
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331
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526
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Baggage
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2,149
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7,438
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3,938
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1,702
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1,329
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883
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752
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627
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761
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628
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882
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826
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1,105
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2,353
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Refunds
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1,627
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3,313
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1,667
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1,023
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701
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783
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721
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482
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393
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576
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521
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531
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601
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940
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Oversales 5
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849
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2,122
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1,353
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607
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399
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301
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265
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257
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301
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263
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353
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414
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387
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673
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Fares 6
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468
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937
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455
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341
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312
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388
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573
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398
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267
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185
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180
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195
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276
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584
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Advertising
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122
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344
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141
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89
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96
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96
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54
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51
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94
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66
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61
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57
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39
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57
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Tours
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33
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90
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37
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22
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29
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23
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12
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16
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127
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18
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16
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13
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23
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28
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Smoking
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311
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888
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546
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232
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74
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30
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25
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30
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20
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15
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13
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5
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(7)
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(7)
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Credit
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40
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101
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35
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19
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5
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10
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10
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4
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2
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4
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3
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1
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(7)
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(7)
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Other
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424
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1,387
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925
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584
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342
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342
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228
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186
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225
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408
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269
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331
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427
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759
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NA Not available.
1 Cancellations, delays, etc. from schedule.
2 Unhelpful employees, inadequate meals or cabin service, treatment of delayed passengers.
3 Errors in reservations and ticketing; problems in making reservations and obtaining tickets. Includes disability complaints prior to 1998.
4 Prior to 1998, included in ticketing/boarding
5 All bumping problems, whether or not airline complied with DOT regulations.
6 Incorrect or incomplete information about fares, discount fare conditions, and availability, etc.
7 Included in "Other" beginning 1998.
Source: U.S. Dept. of Transportation, Office of Consumer Affairs, Air Travel Consumer Report, monthly.
http://www.bts.gov/ntda/oai/
https://allcountries.org/uscensus/1075_consumer_complaints_against_u_s_airlines.html
These tables are based on figures supplied by the United States Census Bureau, U.S. Department of Commerce and are subject to revision by the Census Bureau.
Copyright © 2019 Photius Coutsoukis and Information Technology Associates, all rights reserved.
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