+---------------------------------+------------------------------------+
| ![](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: September 1999**               |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays July 1999                |
|                           | >                                        |
|                           | > 12 Months Ending July 1999             |
|                           | >                                        |
|                           | > Mishandled Baggage July 1999           |
|                           | >                                        |
|                           | > Oversales 2nd Quarter 1999             |
|                           | >                                        |
|                           | > January-June 1999                      |
|                           | >                                        |
|                           | > Consumer Complaints July 1999          |
|                           | >                                        |
|                           | > Disability Complaints July 1999        |
+---------------------------+------------------------------------------+

> ***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** \...\...\...\...\...\...\.....13

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

**Table 7** \...\...\...\...\...\...\.....14

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

**Footnotes** \...\...\...\...\...\...\.....16

**Appendix** \...\...\...\...\...\...\.....17

**Section Page**

***Mishandled Baggage***

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

**Ranking** \...\...\...\...\...\..........19

***Oversales***

**Explanation** \...\...\...\...\...\..........20

**Ranking\--Quarter** \...\...\...\...\...\..........21

**Ranking\--YTD** ....................22

***Consumer Complaints***

**Explanation** \...\...\...\...\...\..........23

**Complaint Tables 1-5** \...\...\...\.....24

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

**Rankings, Table 6** \...\...\...\.....29

**Complaint Categories** \...\...\...\.....30

![](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. The report is available via the Internet at
*http://www.dot.gov/airconsumer/.*

NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA

Flight delays can be caused by a variety of factors, for example: severe
weather, aircraft maintenance, runway closures, customer service issues,
air traffic control system decisions and equipment failures. The data on
which this report is based do not identify the cause, only the
occurrence, of flight delays.

![](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.html*. 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"}

JULY 1999

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/

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

SOUTHWEST S/ 14 78.3 55 78.4

TWA S/ 29 77.4 78 76.5

DELTA S/ 29 74.0 114 74.1

NORTHWEST S/ 29 73.8 115 73.8

ALASKA S/ 7 75.7 35 72.6

AMERICAN S/ 29 70.9 93 70.7

UNITED S/ 29 69.9 100 69.5

CONTINENTAL S/ 28 67.4 78 67.9

US AIRWAYS S/ 25 62.3 89 61.2

AMERICA WEST S/ 26 59.7 51 59.5

T O T A L 70.8 71.1

For simplicity, statistics are displayed to one decimal place. 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. The list of carriers appearing on
this page is consistent with those

carriers that appear in the "Mishandled Baggage," "Oversales" and
"Consumer Complaints" sections of the *Air Travel Consumer Report*.

NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA

Flight delays can be caused by a variety of factors, for example: severe
weather, aircraft maintenance, runway closures, customer service issues,
air traffic

control system decisions and equipment failures. The data on which this
report is based do not identify the cause, only the occurrence, of
flight delays.

JULY 1999

AIR TRAVEL CONSUMER REPORT

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

AND CARRIER RANK, BY MONTH, QUARTER, AND DATABASE TO DATE

12 MONTHS

3RD QUARTER 4TH QUARTER 1ST QUARTER 2ND QUARTER ENDING DATA BASE TO DATE

CARRIER 07-09 1998 10-12 1998 01-03 1999 04-06 1999 05 1999 06 1999 07
1999 07 1999 09 1987 - 07 1999

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

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

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

ALASKA 74.8 (8) 67.1 (10) 69.6 (9) 72.5 (7) 70.8 (9) 74.2 (3) 72.6 (5)
71.2 (9) 77.5 (8)

AMERICA WEST 66.5 (9) 68.1 (9) 74.1 (7) 72.3 (8) 74.5 (7) 70.8 (5) 59.5
(10) 69.8 (10) 80.2 (2)

AMERICAN 80.0 (6) 79.8 (6) 70.4 (8) 66.5 (10) 65.2 (10) 64.7 (10) 70.7
(6) 73.3 (7) 79.4 (4)

CONTINENTAL 81.0 (5) 82.1 (4) 78.3 (2) 74.2 (5) 74.6 (6) 68.8 (7) 67.9
(8) 77.8 (4) 78.3 (6)

DELTA 83.6 (2) 82.6 (3) 77.0 (3) 76.9 (4) 79.7 (4) 72.3 (4) 74.1 (3)
79.4 (3) 77.5 (9)

NORTHWEST 58.6 (10) 83.3 (2) 75.2 (5) 79.3 (1) 82.3 (2) 75.1 (2) 73.8
(4) 74.0 (6) 79.8 (3)

SOUTHWEST 83.9 (1) 79.8 (5) 80.2 (1) 78.2 (2) 79.7 (3) 76.9 (1) 78.4 (1)
80.1 (1) 83.5 (1)

TWA 82.8 (3) 83.7 (1) 75.8 (4) 77.0 (3) 82.4 (1) 68.2 (8) 76.5 (2) 79.7
(2) 77.5 (7)

UNITED 76.0 (7) 76.7 (8) 74.6 (6) 71.3 (9) 73.7 (8) 68.9 (6) 69.5 (7)
74.2 (5) 76.6 (10)

US AIRWAYS 81.4 (4) 76.8 (7) 68.5 (10) 72.8 (6) 76.1 (5) 68.1 (9) 61.2
(9) 73.2 (8) 78.7 (5)

TOTAL 78.3 79.4 74.8 74.3 76.2 70.9 71.1 76.0 78.8

JULY 1999

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 758 66.6 1407 65.0 247 64.0 214 70.6 92 77.2 1040 68.0 580 66.9

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

CO 676 66.0 795 60.8 319 56.7 136 74.3 26 57.7 667 69.6 396 64.9

DL 18457 70.4 2116 68.1 392 58.9 276 72.1 6115 78.9 1352 71.2 617 74.1

HP 123 22.8 279 47.7 151 37.7 61 54.1 217 51.2

NW 544 65.8 642 67.0 398 66.3 212 72.2 29 69.0 601 69.6 310 64.2

TW 211 72.0 248 69.8 186 71.5 118 79.7 141 70.2 292 72.9 180 70.0

UA 629 68.4 1392 67.5 401 65.6 153 64.7 171 64.3 514 57.0 9342 76.5

US 735 52.0 2519 53.1 2350 62.1 9186 68.6 H/ 2497 65.4 243 67.9

WN H/ H/ 2625 75.8 H/ H/ H/ H/

TOTAL 22133 69.1 9398 62.3 7069 67.0 10295 68.9 6574 78.2 7024 67.3
11885 74.5

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 14885 79.6 459 60.8 959 56.9 584 62.8 1013 72.4 320 69.1 2106 69.7

AS H/ H/ H/ 257 66.1 791 74.3

CO 576 65.1 345 68.7 6486 63.2 8758 73.5 H/ 402 67.7 733 66.0

DL 3775 81.4 337 55.5 971 65.9 367 56.1 1011 68.6 800 81.4 1385 80.1

HP 207 45.9 124 40.3 279 40.5 155 45.8 216 50.9 2373 63.8 795 56.4

NW 441 68.9 10427 78.9 550 59.1 333 77.5 124 62.9 310 69.0 650 73.4

TW 290 75.5 245 61.6 183 65.6 123 72.4 1101 78.3 186 78.5 343 73.2

UA 593 66.8 336 66.7 965 60.9 419 62.8 562 75.1 1149 74.2 5395 75.4

US 310 60.0 427 54.6 423 56.0 308 57.5 H/ 134 60.4 479 68.3

WN H/ 572 72.6 H/ 199 65.8 H/ 4370 79.4 3449 78.0

TOTAL 21077 78.3 13272 75.4 10816 61.6 11246 71.2 4027 72.0 10301 73.7
16126 73.9

JULY 1999

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 1558 55.6 673 69.7 3287 69.7 547 62.3 9171 67.1 217 68.2 692 57.7

AS H/ H/ H/ H/ H/ 1465 87.0 H/

CO 421 58.9 505 64.2 393 65.6 244 62.3 597 60.1 139 64.7 284 64.1

DL 2212 70.0 2914 79.5 462 67.5 366 68.9 818 64.2 613 80.9 687 68.4

HP 31 80.6 67 20.9 62 25.8 124 50.8 218 36.7 186 69.4 155 40.0

NW 598 55.4 501 66.3 266 65.4 10438 78.0 802 64.8 247 49.8 480 60.0

TW 210 61.0 346 78.6 222 79.7 282 66.7 385 64.2 155 76.1 174 66.1

UA 871 57.4 630 67.9 470 59.8 663 60.3 13073 67.5 1041 69.0 777 60.6

US 2298 55.2 1612 65.0 503 55.3 257 50.6 619 55.7 H/ 6616 58.8

WN H/ 1093 80.7 H/ H/ H/ 929 88.5 H/

TOTAL 8199 59.9 8341 73.0 5665 66.8 12921 74.8 25683 66.4 4992 78.5 9865
59.6

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 553 72.5 93 65.6 619 74.8 593 65.9 949 63.2 186 71.0 369 66.7 372
66.9

AS 248 59.7 H/ 372 78.0 4005 74.2 580 69.3 H/ H/ H/

CO 304 56.9 88 75.0 303 69.3 358 62.6 519 65.5 155 71.6 140 64.3 429
70.6

DL 698 74.1 275 69.1 478 82.6 646 70.6 766 72.8 4783 85.2 305 62.6 1024
70.8

HP 6417 66.2 306 54.6 217 55.8 341 46.3 138 51.4 93 54.8 31 35.5

NW 279 62.4 130 72.3 186 74.2 702 51.6 547 60.7 132 65.9 365 69.3 310
64.5

TW 185 76.2 168 72.6 153 79.1 186 67.2 247 66.4 119 71.4 10835 80.6 217
71.9

UA 978 71.6 206 60.7 947 71.1 1585 65.6 7284 69.7 455 76.5 271 62.0 312
67.9

US 217 65.0 7623 66.5 155 65.8 242 41.7 366 60.9 H/ 286 68.5 1143 52.4

WN 4993 76.6 H/ 2293 80.9 1097 82.2 427 71.9 1069 80.3 2591 75.8 1217
79.4

TOTAL 14872 70.4 8583 66.7 5812 75.9 9631 69.5 12026 67.9 7037 81.9
15255 78.0 5055 67.7

JULY 1999

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 39.3 75.2 77.1 75.3 79.2 J/ 93.9 91.3 86.0 62.6 81.3 71.6
98.6 91.8 89.5 45.2

700 - 759 AM 89.4 75.7 93.5 87.3 87.4 84.9 90.2 89.5 87.6 67.7 94.9 67.2
94.4 94.4 76.2 98.4

800 - 859 AM 88.2 75.6 88.0 84.0 92.1 73.9 85.0 90.6 89.2 82.1 90.2 50.8
91.0 85.1 81.9 88.9

900 - 959 AM 82.2 70.3 86.1 75.4 78.0 79.3 90.8 87.9 83.0 89.0 86.1 71.9
87.8 85.1 79.6 90.8

1000 - 1059 AM 82.0 78.1 82.9 82.4 89.8 74.5 84.5 84.1 78.8 79.3 85.7
83.9 80.9 82.7 76.1 85.2

1100 - 1159 AM 82.0 70.9 82.1 79.2 85.3 80.0 83.3 84.1 80.9 80.5 82.3
81.9 80.0 78.2 76.9 82.9

1200 - 1259 PM 81.6 71.3 82.0 72.9 77.0 76.9 80.0 81.7 84.8 72.2 73.8
96.8 83.5 79.7 74.9 81.5

100 - 159 PM 81.1 68.5 69.5 70.4 80.1 77.3 77.7 80.7 84.3 76.0 78.9 93.5
79.0 73.1 68.8 81.9

200 - 259 PM 79.3 65.9 72.5 74.3 86.2 76.1 77.3 81.1 85.6 66.6 69.4 80.5
78.9 79.4 67.9 81.8

300 - 359 PM 72.6 65.1 67.5 64.6 81.7 68.4 73.9 80.1 75.3 66.6 61.6 79.6
66.0 74.6 61.9 77.9

400 - 459 PM 59.1 66.4 65.0 70.0 74.2 63.1 72.4 76.5 74.7 53.6 66.4 73.5
71.5 72.8 54.6 76.6

500 - 559 PM 57.7 55.5 56.0 61.6 73.2 62.3 66.3 74.4 66.8 60.1 65.0 75.6
65.2 71.6 50.3 66.9

600 - 659 PM 55.8 51.2 56.7 52.3 79.9 55.7 58.8 69.5 64.4 45.1 49.2 63.0
67.4 65.2 46.5 63.2

700 - 759 PM 56.1 45.8 51.4 53.0 61.9 53.4 58.6 71.5 69.9 46.7 62.1 58.1
62.9 64.0 42.4 54.4

800 - 859 PM 55.5 50.2 48.4 46.7 45.2 54.5 58.7 63.0 72.1 39.8 57.7 64.5
74.3 61.4 42.5 62.1

900 - 959 PM 45.4 55.2 54.2 50.9 60.3 50.9 62.6 67.8 58.7 52.3 59.2 66.1
67.2 64.4 44.5 67.9

1000 - 1059 PM 53.0 51.3 54.2 62.3 57.4 58.7 62.6 62.3 63.4 49.2 55.6
68.1 63.1 65.0 47.3 52.8

1100 - 559 AM 59.8 61.9 57.8 59.1 69.5 61.9 58.2 74.6 62.0 57.8 55.2
77.1 65.5 69.3 48.0 58.4

TOTAL, ALL ARRIVALS,

BY AIRPORT 69.1 62.3 67.0 68.9 78.2 67.3 74.5 78.3 75.4 61.6 71.2 72.0
73.7 73.9 59.9 73.0

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 47.3 86.1 82.7 J/ 63.2 87.2 83.0 J/ 77.4 82.3 J/ 84.0 77.2
80.4

700 - 759 AM 87.1 85.1 83.0 89.5 84.6 84.5 89.1 95.6 95.5 94.9 93.4 90.0
97.9 88.0

800 - 859 AM 91.9 81.7 78.1 96.6 63.8 81.3 81.1 92.8 88.2 92.3 95.7 92.6
94.4 85.0

900 - 959 AM 82.5 82.6 77.6 95.4 70.5 79.1 78.1 91.2 86.4 74.5 91.6 88.7
90.4 83.3

1000 - 1059 AM 79.3 79.4 76.0 90.7 73.7 83.6 70.9 86.3 77.3 63.3 87.4
84.1 84.5 80.5

1100 - 1159 AM 79.4 77.7 71.8 81.0 73.4 72.6 78.2 82.3 68.9 67.7 83.5
85.4 80.0 78.9

1200 - 1259 PM 77.8 85.6 71.9 84.0 69.8 73.5 75.5 73.8 67.0 65.3 89.8
84.0 84.1 77.1

100 - 159 PM 76.1 80.3 75.1 74.5 72.9 72.3 64.6 78.4 66.8 65.5 82.1 82.9
78.2 75.9

200 - 259 PM 78.6 76.3 68.4 84.6 69.4 73.7 75.1 70.0 70.3 68.2 78.6 81.7
77.9 75.7

300 - 359 PM 72.0 75.8 67.5 82.0 63.5 69.9 74.6 82.5 76.6 66.9 85.8 78.5
72.7 72.3

400 - 459 PM 60.6 67.9 63.4 81.4 53.0 66.0 64.1 77.2 70.1 71.8 80.5 74.7
65.6 66.9

500 - 559 PM 62.4 75.1 59.0 79.9 53.4 62.6 58.7 73.5 70.9 69.6 77.0 72.1
58.7 66.0

600 - 659 PM 57.8 68.1 53.4 75.0 40.0 62.1 65.5 73.3 64.3 68.3 74.9 62.2
53.2 59.2

700 - 759 PM 61.8 65.2 53.3 77.5 48.0 54.3 47.5 67.4 61.0 66.0 79.8 68.3
57.2 60.5

800 - 859 PM 44.1 56.5 50.0 50.9 43.6 53.4 64.9 66.1 64.0 61.3 80.6 68.1
45.1 57.4

900 - 959 PM 52.2 64.7 48.4 70.2 52.5 69.2 51.1 70.7 59.6 58.3 70.3 63.7
49.3 59.3

1000 - 1059 PM 53.2 64.8 44.2 67.7 51.8 62.8 58.3 65.9 62.6 61.3 69.1
59.7 49.2 57.8

1100 - 559 AM 51.9 65.4 76.6 70.5 57.1 68.7 56.5 62.4 69.4 57.8 61.2
62.1 59.6 63.5

TOTAL, ALL ARRIVALS,

BY AIRPORT 66.8 74.8 66.4 78.5 59.6 70.4 66.7 75.9 69.5 67.9 81.9 78.0
67.7 70.8

JULY 1999

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 87.5 87.3 92.6 89.4 92.9 89.0 92.8 91.3 82.4 86.2 93.4 86.5
94.9 93.1 86.0 95.7

700 - 759 AM 89.1 85.2 88.5 88.7 92.1 89.4 89.6 88.8 81.8 85.5 89.5 88.0
86.6 91.3 84.8 92.7

800 - 859 AM 86.4 82.4 86.7 79.6 91.2 84.3 89.6 85.2 82.7 80.9 87.4 86.3
89.7 88.7 80.4 90.7

900 - 959 AM 85.4 81.1 80.1 80.1 92.2 84.5 86.9 82.7 83.9 78.9 89.3 89.5
83.0 82.7 80.3 90.8

1000 - 1059 AM 86.0 80.1 79.5 78.4 91.9 83.3 87.4 81.7 80.8 81.1 85.4
93.5 79.4 78.9 77.8 91.3

1100 - 1159 AM 79.1 81.9 80.4 79.9 93.0 82.2 83.6 76.1 73.7 80.1 86.1
75.0 76.4 77.7 78.4 87.4

1200 - 1259 PM 85.3 74.5 77.6 74.4 87.3 84.0 81.3 81.0 80.7 82.7 82.8
87.4 75.4 77.6 83.0 83.1

100 - 159 PM 83.0 74.7 69.9 69.2 90.3 81.5 82.8 82.5 79.8 75.3 76.4 96.2
74.8 75.7 77.6 84.8

200 - 259 PM 77.3 71.8 69.2 75.3 83.0 78.4 79.5 71.0 74.2 72.4 73.9 88.4
74.8 77.4 69.9 80.2

300 - 359 PM 76.8 63.7 67.3 64.6 87.5 78.5 78.2 77.6 68.6 66.5 64.4 85.2
69.2 72.4 71.1 78.6

400 - 459 PM 71.4 62.3 64.3 59.0 80.6 64.1 71.1 73.9 58.4 61.9 66.0 82.3
60.8 74.7 65.6 79.1

500 - 559 PM 60.7 58.4 52.4 59.1 87.1 67.5 68.8 67.3 71.6 51.1 65.7 75.3
52.7 71.3 54.2 73.2

600 - 659 PM 61.0 48.0 50.4 50.4 71.1 64.8 66.3 66.8 59.1 47.7 66.0 75.1
63.9 73.5 50.9 73.0

700 - 759 PM 57.0 50.3 43.8 54.3 73.5 60.0 64.9 69.3 62.3 42.0 61.7 65.8
60.2 69.5 51.4 67.0

800 - 859 PM 58.3 49.2 50.7 56.3 65.0 53.8 68.9 69.0 65.6 42.9 65.2 57.4
54.9 69.4 49.7 59.4

900 - 959 PM 57.1 84.0 48.3 56.9 59.5 66.3 68.8 63.5 69.6 36.9 62.3 76.7
68.2 73.3 57.8 69.3

1000 - 1059 PM 56.8 J/ 28.0 51.8 72.5 J/ 79.2 65.7 59.8 64.0 64.5 80.0
81.2 81.0 J/ 79.2

1100 - 559 AM 52.5 96.8 93.3 50.0 J/ J/ 86.8 88.0 80.6 86.3 65.5 81.5
60.8 83.3 J/ J/

TOTAL, ALL DEPARTURES,

BY AIRPORT 73.2 70.7 70.6 66.7 82.2 75.8 78.4 76.3 73.7 69.0 75.4 81.0
71.8 79.2 71.1 81.4

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 92.3 93.0 89.9 92.8 88.2 92.9 84.3 97.0 93.9 93.4 95.8 93.5
89.4 90.6

700 - 759 AM 87.6 84.6 86.4 94.6 87.0 85.5 76.6 93.8 82.1 92.9 96.8 86.6
89.8 87.6

800 - 859 AM 78.7 77.9 82.1 88.8 75.0 76.5 75.8 88.1 85.2 92.5 91.4 86.5
83.9 84.8

900 - 959 AM 86.6 81.8 79.1 93.5 67.8 72.9 75.1 83.2 83.9 86.1 94.1 87.2
86.3 82.2

1000 - 1059 AM 87.1 79.7 76.9 89.7 66.7 75.9 79.8 86.4 83.9 79.7 89.1
82.5 79.9 81.8

1100 - 1159 AM 85.0 80.0 73.6 86.7 70.9 75.2 66.0 81.3 71.9 68.7 87.1
79.7 86.1 78.7

1200 - 1259 PM 83.2 79.0 75.3 80.8 79.2 65.0 77.9 80.7 69.3 67.2 78.7
79.5 85.4 79.1

100 - 159 PM 75.0 81.1 74.5 84.2 69.2 69.5 76.5 79.8 66.4 74.8 92.0 80.4
79.5 76.9

200 - 259 PM 79.4 74.1 71.8 77.4 62.4 63.4 61.4 66.9 70.3 71.8 89.2 79.4
75.2 73.4

300 - 359 PM 69.6 68.4 71.0 88.9 65.0 62.7 59.2 76.5 70.6 71.4 75.6 70.7
89.5 71.8

400 - 459 PM 70.6 73.6 66.2 76.5 53.6 61.9 60.3 78.2 74.8 74.5 81.0 70.8
69.1 68.9

500 - 559 PM 64.4 67.9 61.5 86.4 46.2 57.8 54.0 67.5 67.7 74.6 75.2 68.1
66.5 63.2

600 - 659 PM 73.8 71.4 58.5 82.6 50.7 56.4 59.5 77.2 67.5 75.8 77.5 59.3
60.8 62.8

700 - 759 PM 58.8 70.4 54.1 81.2 44.0 52.0 66.1 70.2 70.4 74.2 67.8 72.0
65.0 59.9

800 - 859 PM 57.0 66.4 52.6 81.8 56.8 46.7 48.1 68.6 68.1 73.2 81.6 60.6
59.0 60.5

900 - 959 PM J/ 66.2 55.4 78.6 42.5 56.3 48.7 77.5 71.7 71.0 68.0 61.9
32.7 62.1

1000 - 1059 PM J/ 62.4 49.9 90.3 J/ 72.1 57.7 88.0 74.7 78.0 77.7 58.2
73.3 65.0

1100 - 559 AM 73.9 93.5 92.3 88.6 90.0 87.4 80.6 85.2 80.6 81.1 73.9
51.3 83.3 70.9

TOTAL, ALL DEPARTURES,

BY AIRPORT 75.4 75.3 70.1 86.2 62.1 69.2 63.9 81.5 76.1 78.5 84.0 74.1
77.9 74.1

JULY 1999

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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> US 1692 RIC-LGA 1700 25 96.00 68 52
>
> US 2786 IAD-CMH 1930 19 94.74 44 40
>
> HP 2208 PHX-ABQ 1725 31 93.55 49 35
>
> WN 1474 ABQ-PHX 1605 30 93.33 37 27
>
> US 1402 LGA-TPA 1440 31 90.32 72 44
>
> US 1065 BOS-CLT 1855 25 88.00 82 56
>
> US 789 PIT-DTW 1826 25 88.00 72 40
>
> US 2762 ATL-IAD 1955 25 88.00 71 53
>
> US 1833 LGA-CMH 1859 25 88.00 68 64
>
> US 500 BOS-PHL 1930 25 88.00 58 42
>
> US 2760 ATL-IAD 1710 25 88.00 52 48
>
> WN 1702 HOU-MSY 2140 25 88.00 42 38
>
> US 2645 BWI-TPA 1915 24 87.50 44 30
>
> CO 403 EWR-DEN 1750 31 87.10 78 56
>
> HP 2116 LAS-LAX 2332 31 87.10 75 48
>
> HP 2134 PHX-CMH 1720 31 87.10 71 36
>
> DL 410 SFO-ATL 1115 31 87.10 69 40
>
> HP 2684 PHX-EWR 1443 31 87.10 63 36
>
> HP 240 PHX-BWI 0906 31 87.10 51 40
>
> HP 2553 LAS-FLL 2335 31 87.10 50 34
>
> US 653 PHL-ATL 1805 31 87.10 47 46
>
> HP 2613 PHX-ATL 1715 31 87.10 40 30
>
> WN 1702 LAS-HOU 1615 31 87.10 32 28
>
> UA 495 ORD-SLC 1144 30 86.67 36 32
>
> US 1494 ATL-PHL 1730 21 85.71 51 33
>
> CO 1295 EWR-MDW 1610 26 84.62 56 35
>
> AS 378 SEA-SJC 2022 26 84.62 30 22
>
> US 2727 BDL-IAD 1700 19 84.21 73 43
>
> US 2621 IAD-BDL 1805 19 84.21 55 39
>
> US 1490 PIT-EWR 1730 25 84.00 59 38
>
> WN 875 MDW-DTW 1940 25 84.00 58 39
>
> US 2759 IAD-ATL 1745 25 84.00 57 27
>
> CO 1673 EWR-LAS 2000 31 83.87 76 60
>
> AA 353 LGA-ORD 1900 31 83.87 73 47
>
> AA 1795 EWR-ORD 1720 31 83.87 66 27
>
> CO 1155 EWR-MCO 1545 31 83.87 56 50
>
> CO 1025 EWR-FLL 1605 31 83.87 50 30
>
> HP 2561 PHX-MCO 1206 31 83.87 45 31
>
> US 1558 PIT-BTV 2200 31 83.87 42 23
>
> HP 555 LAS-MIA 2315 31 83.87 37 27
>
> WN 198 HOU-JAN 1715 31 83.87 37 35
>
> AS 386 SEA-SFO 1232 31 83.87 34 31
>
> UA 1948 ORD-FLL 1442 31 83.87 31 22
>
> DL 189 ATL-BOS 1740 30 83.33 62 60
>
> DL 2065 BOS-ATL 2015 29 82.76 56 29

JULY 1999

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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> US 2619 IAD-BHM 1530 23 82.61 44 32
>
> CO 331 BOS-EWR 1800 22 81.82 62 48
>
> UA 637 ORD-SDF 1745 21 80.95 74 63
>
> UA 919 IAD-MCO 1721 21 80.95 60 50
>
> UA 1698 LAS-SFO 1743 21 80.95 51 34
>
> UA 2560 LAX-LAS 1620 21 80.95 46 32
>
> US 1121 PHL-PIT 1859 26 80.77 50 28
>
> US 369 CLT-DCA 1850 26 80.77 37 35
>
> AA 920 MIA-ORD 1950 31 80.65 90 69
>
> CO 1923 EWR-PHX 1710 31 80.65 85 68
>
> AA 1599 EWR-ORD 1816 31 80.65 82 69
>
> US 1004 CLT-PBI 1650 31 80.65 75 54
>
> US 494 PHL-MSP 1820 31 80.65 70 48
>
> WN 1139 BWI-CLE 1900 31 80.65 68 40
>
> US 1564 PIT-PHL 1730 31 80.65 66 35
>
> UA 648 ORD-EWR 1320 31 80.65 62 27
>
> HP 2856 EWR-LAS 2100 31 80.65 57 41
>
> HP 2682 PHX-EWR 1207 31 80.65 52 43
>
> AA 862 ORD-EWR 1320 31 80.65 50 26
>
> US 510 CLE-PHL 1525 31 80.65 47 25
>
> US 1060 PHL-BUF 1950 31 80.65 45 32
>
> US 492 PHL-BOS 1730 31 80.65 44 37
>
> HP 2009 PHX-ORD 1725 31 80.65 42 30
>
> HP 2429 PHX-ELP 2005 31 80.65 42 27
>
> US 347 SYR-PHL 1500 31 80.65 42 29
>
> US 1125 IAD-CLT 1700 31 80.65 40 34
>
> US 1606 CMH-PHL 1520 31 80.65 37 24
>
> DL 245 ATL-TUL 1720 31 80.65 36 29
>
> CO 1800 PHX-IAH 1032 31 80.65 29 24
>
> DL 348 PHX-ATL 1140 31 80.65 29 22
>
> CO 1921 EWR-PHX 1955 25 80.00 83 66
>
> UA 637 EWR-ORD 1930 25 80.00 76 63
>
> US 111 PHL-SEA 1930 25 80.00 73 44
>
> CO 487 EWR-DTW 1940 25 80.00 71 71
>
> US 647 LGA-PBI 1959 25 80.00 67 57
>
> US 569 LGA-IND 2010 25 80.00 66 44
>
> US 81 PHL-PIT 1830 25 80.00 64 24
>
> AA 1365 BOS-ORD 1837 25 80.00 60 30
>
> CO 1835 EWR-MSY 2055 25 80.00 56 47
>
> CO 1726 IAH-AUS 2144 25 80.00 52 27
>
> US 1462 LGA-GSO 1620 25 80.00 49 23
>
> AA 799 LGA-DFW 2015 25 80.00 44 40
>
> US 2767 IAD-BHM 2000 25 80.00 44 30
>
> US 255 ATL-PHL 2055 25 80.00 44 30
>
> WN 389 PHX-ELP 2025 25 80.00 43 38

JULY 1999

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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> US 2786 RDU-IAD 1805 25 80.00 42 30
>
> US 1022 BOS-BUF 1640 25 80.00 32 23
>
> AA 1797 BOS-ORD 1913 30 80.00 66 39
>
> UA 661 EWR-ORD 1815 30 80.00 66 45
>
> US 478 PHL-ROC 1930 30 80.00 61 37
>
> US 2254 PHL-TPA 1720 30 80.00 53 43
>
> US 282 BOS-BWI 1630 30 80.00 52 31
>
> AA 177 JFK-SFO 1830 30 80.00 46 27
>
> DL 505 MSP-ATL 1650 30 80.00 35 28
>
> JULY 1999
>
> 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 585 51 8.7

US AIRWAYS 2085 138 6.6

CONTINENTAL 1181 54 4.6

UNITED 2245 46 2.0

AMERICAN 1914 31 1.6

DELTA 2529 40 1.6

ALASKA 460 7 1.5

SOUTHWEST 2474 26 1.1

NORTHWEST 1560 6 0.4

TWA 800 2 0.3

TOTAL 15833 401 2.5

JULY 1999

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) 67.8 75.9 87 87 ELMIRA, N.Y. (ELM) 78.0 87.2
> 109 109
>
> ALBANY, N.Y. (ALB) 62.5 77.1 993 991 ERIE, PA. (ERI) 66.9 83.1 118 118
>
> ALBUQUERQUE, N.M. (ABQ) 73.9 78.5 3,291 3,291 EUGENE, OR. (EUG) 72.3
> 79.9 184 184
>
> ALLENTOWN, PA. (ABE) 69.5 81.1 522 524 FAIRBANKS, AK. (FAI) 65.8 82.1
> 591 591
>
> AMARILLO, TX. (AMA) 65.8 83.0 404 405 FARGO, N.D. (FAR) 68.4 83.1 237
> 237
>
> ANCHORAGE, AK. (ANC) 64.7 77.0 2,382 2,379 FAYETTEVILLE, N.C. (FAY)
> 75.8 79.8 124 124
>
> ASHEVILLE, N.C. (AVL) 79.8 85.5 124 124 FLINT, MI. (FNT) 58.1 86.2 93
> 94
>
> ATLANTA, GA. (ATL) 69.1 73.2 22,133 22,171 FRESNO, CA. (FAT) 74.2 87.1
> 31 31
>
> AUGUSTA, GA. (AGS) 73.1 92.5 93 93 FT. LAUDERDALE, FL. (FLL) 67.8 81.1
> 3,687 3,688
>
> AUSTIN, TX. (AUS) 72.3 83.3 3,813 3,816 FT. MYERS, FL. (RSW) 70.7 85.5
> 958 954
>
> BAKERSFIELD, CA. (BFL) 74.2 90.0 31 30 FT. WAYNE, IN. (FWA) 73.3 93.5
> 30 31
>
> BALTIMORE, MD. (BWI) 67.0 70.6 7,069 7,064 GRAND FORKS, N.D. (GFK)
> 69.0 90.9 87 88
>
> BARROW, AK. (BRW) 70.8 74.2 89 89 GRAND RAPIDS, MI. (GRR) 65.8 82.8
> 751 752
>
> BATON ROUGE, LA. (BTR) 79.0 90.5 391 391 GREAT FALLS, MT. (GTF) 74.7
> 89.8 186 186
>
> BETHEL, AK. (BET) 66.3 67.4 89 89 GREEN BAY, WI. (GRB) 71.2 84.8 198
> 198
>
> BILLINGS, MT. (BIL) 61.9 85.0 247 247 GREENBRIER, W.V. (LWB) 69.2 84.6
> 13 13
>
> BINGHAMTON, N.Y. (BGM) 63.2 74.7 87 87 GREENSBORO/HIGH PT., N.C. (GSO)
> 59.8 76.0 1,257 1,252
>
> BIRMINGHAM, AL. (BHM) 71.6 80.2 1,822 1,819 GREENVILLE/SPARTBG., S.C.
> (GSP) 65.1 76.6 578 578
>
> BISMARCK, N.D. (BIS) 69.9 88.6 123 123 GULFPORT/BILOXI, MS. (GPT) 87.1
> 96.8 93 93
>
> BOISE, ID. (BOI) 80.3 84.5 997 995 GUSTAVUS, AK. (GST) 67.7 51.6 31 31
>
> BOSTON, MA. (BOS) 62.3 70.7 9,398 9,398 HARLINGEN, TX. (HRL) 68.9 72.7
> 354 355
>
> BOZEMAN, MT. (BZN) 65.2 90.7 164 162 HARRISBURG, PA. (MDT) 59.7 82.8
> 638 638
>
> BRISTOL, TN. (TRI) 67.5 80.7 114 114 HARTFORD, CT./SPGFLD, MA. (BDL)
> 68.9 78.2 2,691 2,696
>
> BUFFALO, N.Y. (BUF) 59.6 72.6 1,680 1,676 HELENA, MT. (HLN) 89.1 92.4
> 92 92
>
> BURBANK, CA. (BUR) 79.0 80.5 2,393 2,395 HONOLULU, OAHU, HI. (HNL)
> 75.7 90.6 934 934
>
> BURLINGTON, VT. (BTV) 49.6 71.3 244 244 HOUSTON, TX. (HOU) 76.2 70.7
> 4,896 4,891
>
> CEDAR RAPIDS/IOWA CTY,IA. (CID) 69.5 83.2 469 471 HOUSTON, TX. (IAH)
> 71.2 75.4 11,246 11,246
>
> CHARLESTON, S.C. (CHS) 66.6 81.3 599 603 HUNTSVILLE/DECATUR, AL. (HSV)
> 64.2 80.3 503 503
>
> CHARLESTON, W.V. (CRW) 54.5 71.4 112 112 INDIANAPOLIS, IN. (IND) 67.1
> 78.3 2,987 2,985
>
> CHARLOTTE, N.C. (CLT) 68.9 66.7 10,295 10,297 INDIO/PALM SPRINGS, CA.
> (PSP) 67.2 88.0 125 125
>
> CHATTANOOGA, TN. (CHA) 75.9 87.4 87 87 ISLIP/LONG IS., N.Y. (ISP) 78.4
> 84.2 620 620
>
> CHICAGO, IL. (MDW) 73.8 69.2 4,453 4,450 ITHACA, N.Y. (ITH) 72.5 89.9
> 109 109
>
> CHICAGO, IL. (ORD) 66.4 70.1 25,683 25,676 JACKSON/VICKSBURG, MS.
> (JAN) 77.6 84.2 784 790
>
> CINCINNATI, OH. (CVG) 78.2 82.2 6,574 6,562 JACKSON, WY. (JAC) 65.3
> 82.7 98 98
>
> CLEVELAND, OH. (CLE) 68.1 75.8 4,894 4,893 JACKSONVILLE, FL. (JAX)
> 70.5 82.0 1,929 1,933
>
> COLORADO SPRINGS, CO. (COS) 66.5 84.4 1,043 1,043 JUNEAU, AK. (JNU)
> 70.0 67.2 536 536
>
> COLUMBIA, S.C. (CAE) 67.1 82.1 407 407 KAHULUI, MAUI, HI. (OGG) 82.0
> 85.6 278 278
>
> COLUMBUS, OH. (CMH) 66.8 76.8 3,245 3,243 KALAMAZOO, MI. (AZO) 76.8
> 81.5 168 168
>
> CORDOVA, AK. (CDV) 69.4 74.2 62 62 KALISPELL, MT. (FCA) 77.8 80.6 135
> 155
>
> CORPUS CHRISTI, TX. (CRP) 65.7 82.0 254 255 KANSAS CITY, MO. (MCI)
> 74.9 81.7 5,107 5,099
>
> DALLAS/FT. WORTH, TX. (DAL) 75.6 74.0 4,160 4,157 KETCHIKAN, AK. (KTN)
> 74.2 78.6 248 248
>
> DALLAS/FT. WORTH, TX. (DFW) 78.3 76.3 21,077 21,062 KING SALMON, AK.
> (AKN) 70.0 67.1 70 70
>
> DAYTON, OH. (DAY) 65.2 79.2 913 914 KNOXVILLE, TN. (TYS) 67.9 80.2 555
> 555
>
> DAYTONA BEACH, FL. (DAB) 63.2 84.5 155 155 KODIAK, AK. (ADQ) 69.4 71.0
> 62 62
>
> DEADHORSE, AK. (SCC) 72.4 81.0 58 58 KONA, HAWAII., HI. (KOA) 77.4
> 95.2 62 62
>
> DENVER, CO. (DEN) 74.5 78.4 11,885 11,883 KOTZEBUE, AK. (OTZ) 54.7
> 64.0 75 75
>
> DES MOINES, IA. (DSM) 70.7 86.8 621 622 LA CROSSE, WI. (LSE) 80.8 85.7
> 26 28
>
> DETROIT, MI. (DTW) 75.4 73.7 13,272 13,279 LANSING, MI. (LAN) 67.2
> 86.1 180 180
>
> DILLINGHAM, AK. (DLG) 75.6 66.7 45 45 LAS VEGAS, NV. (LAS) 73.7 71.8
> 10,301 10,291
>
> DULUTH, MN. (DLH) 68.2 80.9 88 89 LEXINGTON/FRKFT, KY. (LEX) 70.7 82.3
> 300 299
>
> DUTCH HARBOR, AK. (DUT) 45.6 50.9 57 57 LIHUE, KAUAI, HI. (LIH) 80.6
> 94.4 36 36
>
> EL PASO, TX. (ELP) 73.6 80.2 2,145 2,144 LINCOLN, NE. (LNK) 75.6 81.9
> 266 265

JULY 1999

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.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> LITTLE ROCK, AR. (LIT) 75.2 83.1 1,089 1,090 ROCHESTER, N.Y. (ROC)
> 61.5 76.8 1,274 1,274
>
> LONG BEACH, CA. (LGB) 70.6 85.7 272 273 SACRAMENTO, CA. (SMF) 79.5
> 84.0 3,199 3,198
>
> LOS ANGELES, CA. (LAX) 73.9 79.2 16,126 16,125 SAGINAW, MI. (MBS) 69.9
> 85.4 336 335
>
> LOUISVILLE, KY. (SDF) 71.6 81.6 1,954 1,952 SALT LAKE CITY, UT. (SLC)
> 81.9 84.0 7,037 7,018
>
> LUBBOCK, TX. (LBB) 80.3 82.5 492 492 SAN ANTONIO, TX. (SAT) 71.6 83.5
> 3,260 3,259
>
> MADISON, WI. (MSN) 65.3 82.8 395 396 SAN DIEGO, CA. (SAN) 75.9 81.5
> 5,812 5,810
>
> MANCHESTER, N.H. (MHT) 60.6 72.0 1,080 1,081 SAN FRANCISCO, CA. (OAK)
> 81.2 82.8 4,713 4,715
>
> MEDFORD, OR. (MFR) 66.7 68.3 123 123 SAN FRANCISCO, CA. (SFO) 67.9
> 78.5 12,026 12,021
>
> MELBOURNE, FL. (MLB) 74.6 91.9 134 135 SAN JOSE, CA. (SJC) 78.1 85.1
> 4,476 4,477
>
> MEMPHIS, TN. (MEM) 81.3 83.2 4,287 4,283 SAN JUAN, P.R. (SJU) 72.1
> 83.2 1,842 1,837
>
> MIAMI, FL. (MIA) 66.8 75.4 5,665 5,667 SANTA BARBARA, CA. (SBA) 75.4
> 74.6 122 122
>
> MIDLAND/ODESSA, TX. (MAF) 77.2 84.3 539 541 SARASOTA/BRAD., FL. (SRQ)
> 70.4 90.4 375 375
>
> MILWAUKEE, WI. (MKE) 68.1 83.0 1,266 1,265 SAVANNAH, GA. (SAV) 67.7
> 82.4 431 431
>
> MINNEAPLS/ST.P, MN. (MSP) 74.8 75.3 12,921 12,921
> SCRANTON/WILKES-BARRE,PA. (AVP) 57.2 80.6 145 144
>
> MINOT, N.D. (MOT) 80.6 89.2 93 93 SEATTLE, WA. (SEA) 69.5 76.1 9,631
> 9,627
>
> MISSION/MCALLEN, TX. (MFE) 71.0 87.0 300 301 SHREVEPORT, LA. (SHV)
> 79.6 80.5 328 328
>
> MISSOULA, MT. (MSO) 80.1 93.0 186 185 SIOUX CITY, IA. (SUX) 83.3 91.7
> 60 60
>
> MOBILE,AL./PASCAGOULA,MS. (MOB) 74.0 83.5 362 357 SIOUX FALLS, S.D.
> (FSD) 73.9 89.0 310 309
>
> MOLINE, IL. (MLI) 77.1 88.1 175 176 SITKA, AK. (SIT) 67.1 81.3 155 155
>
> MONROE, LA. (MLU) 69.2 89.1 185 184 SOUTH BEND, IN. (SBN) 77.2 85.6
> 237 236
>
> MONTEREY, CA. (MRY) 76.7 82.0 60 61 SPOKANE, WA. (GEG) 77.5 84.4 1,190
> 1,190
>
> MONTGOMERY, AL. (MGM) 60.2 83.9 93 93 SPRINGFIELD, MO. (SGF) 83.3 92.0
> 174 175
>
> MYRTLE BEACH, S.C. (MYR) 65.0 77.5 200 200 ST. CROIX, V.I. (STX) 69.9
> 80.6 93 93
>
> NASHVILLE, TN. (BNA) 75.1 79.7 4,773 4,770 ST. LOUIS, MO. (STL) 78.0
> 74.1 15,255 15,259
>
> NEW ORLEANS, LA. (MSY) 70.7 80.0 4,119 4,119 ST. THOMAS, V.I. (STT)
> 67.2 83.3 204 204
>
> NEW YORK, N.Y. (JFK) 72.0 81.0 4,027 3,998 SYRACUSE, N.Y. (SYR) 64.1
> 77.2 935 933
>
> NEW YORK, N.Y. (LGA) 59.9 71.1 8,199 8,223 TALLAHASSEE, FL. (TLH) 63.3
> 77.2 180 180
>
> NEWARK, N.J. (EWR) 61.6 69.0 10,816 10,817 TAMPA, FL. (TPA) 67.7 77.9
> 5,055 5,056
>
> NEWBURGH, N.Y. (SWF) 64.2 77.2 123 123 TOLEDO, OH. (TOL) 54.0 78.2 87
> 87
>
> NOME, AK. (OME) 62.5 67.5 80 80 TRAVERSE CITY, MI. (TVC) 55.9 69.9 93
> 93
>
> NORFOLK/VA. BEACH, VA. (ORF) 63.4 75.7 1,376 1,373 TUCSON, AZ. (TUS)
> 68.3 78.7 1,639 1,639
>
> OKLAHOMA CITY, OK. (OKC) 74.6 84.3 1,693 1,694 TULSA, OK. (TUL) 71.7
> 80.8 1,597 1,600
>
> OMAHA, NE. (OMA) 71.5 82.3 1,441 1,444 VALPARAISO, FL. (VPS) 77.4 96.8
> 93 93
>
> ONTARIO, CA. (ONT) 76.8 83.0 2,975 2,975 WASHINGTON, D.C. (DCA) 67.3
> 75.8 7,024 7,052
>
> ORANGE COUNTY, CA. (SNA) 76.9 84.3 3,054 3,066 WASHINGTON, D.C. (IAD)
> 63.6 70.1 6,648 6,650
>
> ORLANDO, FL. (MCO) 73.0 81.4 8,341 8,340 WEST PALM BEACH, FL. (PBI)
> 67.7 82.3 1,618 1,618
>
> PASCO, WA. (PSC) 91.0 92.6 122 122 WHITE PLAINS, N.Y. (HPN) 56.4 73.3
> 417 416
>
> PENSACOLA, FL. (PNS) 75.0 84.3 519 517 WICHITA, KS. (ICT) 67.1 86.7
> 510 510
>
> PEORIA, IL. (PIA) 69.4 79.0 62 62 WILMINGTON, N.C. (ILM) 60.5 74.6 185
> 185
>
> PETERSBURG, AK. (PSG) 43.5 53.2 62 62 WRANGELL, AK. (WRG) 48.4 61.3 62
> 62
>
> PHILADELPHIA, PA. (PHL) 59.6 62.1 9,865 9,863 YAKUTAT, AK. (YAK) 64.5
> 66.1 62 62
>
> PHOENIX, AZ. (PHX) 70.4 69.2 14,872 14,878
>
> PITTSBURGH, PA. (PIT) 66.7 63.9 8,583 8,580
>
> PORTLAND, ME. (PWM) 65.0 80.6 526 526
>
> PORTLAND, OR. (PDX) 78.5 86.2 4,992 4,990
>
> PROVIDENCE, R.I. (PVD) 67.9 77.2 1,951 1,947
>
> RALEIGH/DURHAM, N.C. (RDU) 68.6 80.5 3,049 3,050
>
> RAPID CITY, S.D. (RAP) 74.2 91.1 124 124
>
> RENO, NV. (RNO) 79.0 82.3 2,310 2,314
>
> RICHMOND, VA. (RIC) 66.8 78.5 1,450 1,448
>
> ROANOKE, VA. (ROA) 63.9 73.7 205 205
>
> ROCHESTER, MN. (RST) 69.7 84.5 251 251

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

***JULY***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

  ----- ------------- ---------------------- --- ------------------------
                      ***JULY 1999***            ***JULY 1998***

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

<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>JULY ‘99</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="southwest">Southwest</h5></td>
<td></td>
<td>25,704</td>
<td>5,953,741</td>
<td><strong>4.32</strong></td>
<td></td>
<td>25,004</td>
<td>5,457,974</td>
<td><strong>4.58</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><em><strong>Northwest</strong></em></td>
<td></td>
<td>22,598</td>
<td>4,543,488</td>
<td><strong>4.97</strong></td>
<td></td>
<td>28,533</td>
<td>4,222,220</td>
<td><strong>6.76</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>Delta</strong></em></td>
<td></td>
<td>45,418</td>
<td>9,095,762</td>
<td><strong>4.99</strong></td>
<td></td>
<td>36,666</td>
<td>9,008,796</td>
<td><strong>4.07</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><em><strong>Continental</strong></em></td>
<td></td>
<td>16,795</td>
<td>3,258,804</td>
<td><strong>5.15</strong></td>
<td></td>
<td>11,231</td>
<td>3,206,825</td>
<td><strong>3.50</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>Alaska</strong></em></td>
<td></td>
<td>6,368</td>
<td>1,226,187</td>
<td><strong>5.19</strong></td>
<td></td>
<td>9,842</td>
<td>1,139,180</td>
<td><strong>8.64</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><em><strong>America West</strong></em></td>
<td></td>
<td>8,803</td>
<td>1,635,923</td>
<td><strong>5.38</strong></td>
<td></td>
<td>7,202</td>
<td>1,607,845</td>
<td><strong>4.48</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>American</strong></em></td>
<td></td>
<td>34,832</td>
<td>5,931,760</td>
<td><strong>5.87</strong></td>
<td></td>
<td>24,870</td>
<td>5,894,760</td>
<td><strong>4.22</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><em><strong>TWA</strong></em></td>
<td></td>
<td>15,608</td>
<td>2,387,330</td>
<td><strong>6.54</strong></td>
<td></td>
<td>10,763</td>
<td>2,101,294</td>
<td><strong>5.12</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>United</strong></em></td>
<td></td>
<td>52,957</td>
<td>7,468,946</td>
<td><strong>7.09</strong></td>
<td></td>
<td>54,156</td>
<td>7,097,329</td>
<td><strong>7.63</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><em><strong>US Airways</strong></em></td>
<td></td>
<td>36,697</td>
<td>4,756,361</td>
<td><strong>7.72</strong></td>
<td></td>
<td>20,273</td>
<td>5,133,552</td>
<td><strong>3.95</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>265,780</strong></td>
<td><strong>46,258,302</strong></td>
<td><strong>5.75</strong></td>
<td></td>
<td><strong>228,540</strong></td>
<td><strong>44,869,775</strong></td>
<td><strong>5.09</strong></td>
</tr>
</tbody>
</table>

**NOTES**: 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.

> 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. The list of carriers appearing
> on this page is consistent with those
>
> carriers that appear in the "Flight Delays," "Oversales" and "Consumer
> Complaints" sections of the *Air Travel Consumer Report*.

**[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 1999***         ***APRIL-JUNE 1998***

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

<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-99" class="heading">APRIL-JUNE ‘99</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="northwest">Northwest</h5></td>
<td>21,893</td>
<td>170</td>
<td>13,178,128</td>
<td><strong>0.13</strong></td>
<td></td>
<td>41,885</td>
<td>561</td>
<td>12,428,966</td>
<td><strong>0.45</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>Continental</strong></em></td>
<td>10,910</td>
<td>262</td>
<td>10,002,084</td>
<td><strong>0.26</strong></td>
<td></td>
<td>20,361</td>
<td>120</td>
<td>9,844,051</td>
<td><strong>0.12</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>TWA</strong></em></td>
<td>22,110</td>
<td>180</td>
<td>6,601,625</td>
<td><strong>0.27</strong></td>
<td></td>
<td>16,855</td>
<td>1,840</td>
<td>6,212,721</td>
<td><strong>2.96</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>64,664</td>
<td>717</td>
<td>18,585,625</td>
<td><strong>0.39</strong></td>
<td></td>
<td>53,211</td>
<td>882</td>
<td>18,929,527</td>
<td><strong>0.47</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>22,435</td>
<td>818</td>
<td>20,072,997</td>
<td><strong>0.41</strong></td>
<td></td>
<td>36,086</td>
<td>1,254</td>
<td>20,241,004</td>
<td><strong>0.62</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>6</td>
<td><em><strong>US Airways</strong></em></td>
<td>22,390</td>
<td>757</td>
<td>14,257,288</td>
<td><strong>0.53</strong></td>
<td></td>
<td>26,527</td>
<td>413</td>
<td>15,014,705</td>
<td><strong>0.28</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>America West</strong></em></td>
<td>12,115</td>
<td>541</td>
<td>4,794,724</td>
<td><strong>1.13</strong></td>
<td></td>
<td>11,844</td>
<td>571</td>
<td>4,686,468</td>
<td><strong>1.22</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>5,590</td>
<td>435</td>
<td>3,437,651</td>
<td><strong>1.27</strong></td>
<td></td>
<td>6,585</td>
<td>523</td>
<td>3,315,925</td>
<td><strong>1.58</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>Southwest</strong></em></td>
<td>23,553</td>
<td>2,509</td>
<td>16,931,135</td>
<td><strong>1.48</strong></td>
<td></td>
<td>21,269</td>
<td>2,998</td>
<td>15,475,432</td>
<td><strong>1.94</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>Delta</strong></em></td>
<td>45,221</td>
<td>5,519</td>
<td>26,604,835</td>
<td><strong>2.07</strong></td>
<td></td>
<td>69,429</td>
<td>4,236</td>
<td>26,704,309</td>
<td><strong>1.59</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><p id="total" class="heading"> TOTAL</p></td>
<td><strong>250,881</strong></td>
<td><strong>11,908</strong></td>
<td><strong>134,466,092</strong></td>
<td><strong>0.89</strong></td>
<td></td>
<td><strong>304,052</strong></td>
<td><strong>13,398</strong></td>
<td><strong>132,853,108</strong></td>
<td><strong>1.01</strong></td>
</tr>
</tbody>
</table>

Note: Totals for April thru June 1998 are different from those
originally published to reflect a correction of the TWA data for that
time period.

\*U.S. Airlines with at least one percent of total domestic
scheduled-service passenger revenues. The list of carriers on this page
is consistent with

those carriers that appear in the "Flight Delays," "Mishandled Baggage"
and "Consumer Complaints" sections of the *Air Travel Consumer Report.*

+-----------------------------------------------------------------------+
| Office of Aviation Enforcement and Proceedings                        |
|                                                                       |
| U.S. Department of Transportation                                     |
+-----------------------------------------------------------------------+

***January-June***

***PASSENGERS DENIED BOARDING***

####  BY U.S. AIRLINES\*

  --------------- -------------------------- -- --------------------------
                  ***JANUARY-JUNE 1999***       ***JANUARY-JUNE 1998***

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

<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-99" class="heading">JAN-JUNE ‘99</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="northwest-1">Northwest</h5></td>
<td>46,210</td>
<td>609</td>
<td>24,473,713</td>
<td><strong>0.25</strong></td>
<td></td>
<td>70,769</td>
<td>811</td>
<td>24,020,440</td>
<td><strong>0.34</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>Continental</strong></em></td>
<td>33,039</td>
<td>549</td>
<td>19,293,628</td>
<td><strong>0.28</strong></td>
<td></td>
<td>39,149</td>
<td>260</td>
<td>18,521,567</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>3</td>
<td><em><strong>American</strong></em></td>
<td>134,877</td>
<td>1,565</td>
<td>35,165,292</td>
<td><strong>0.45</strong></td>
<td></td>
<td>110,991</td>
<td>1,595</td>
<td>36,332,205</td>
<td><strong>0.44</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>US Airways</strong></em></td>
<td>41,134</td>
<td>1,952</td>
<td>27,022,186</td>
<td><strong>0.72</strong></td>
<td></td>
<td>48,778</td>
<td>765</td>
<td>28,005,731</td>
<td><strong>0.27</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>63,496</td>
<td>2,960</td>
<td>38,410,775</td>
<td><strong>0.77</strong></td>
<td></td>
<td>73,079</td>
<td>2,378</td>
<td>37,940,808</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>6</td>
<td><em><strong>Alaska</strong></em></td>
<td>13,009</td>
<td>668</td>
<td>6,501,580</td>
<td><strong>1.03</strong></td>
<td></td>
<td>14,911</td>
<td>1,041</td>
<td>6,166,053</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>7</td>
<td><em><strong>TWA</strong></em></td>
<td>36,994</td>
<td>1,589</td>
<td>12,111,950</td>
<td><strong>1.31</strong></td>
<td></td>
<td>36,362</td>
<td>4,216</td>
<td>11,655,208</td>
<td><strong>3.62</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>America West</strong></em></td>
<td>23,817</td>
<td>1,211</td>
<td>9,162,456</td>
<td><strong>1.32</strong></td>
<td></td>
<td>26,062</td>
<td>1,097</td>
<td>8,948,281</td>
<td><strong>1.23</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>Southwest</strong></em></td>
<td>40,856</td>
<td>4,447</td>
<td>31,537,924</td>
<td><strong>1.41</strong></td>
<td></td>
<td>40,225</td>
<td>5,428</td>
<td>28,721,073</td>
<td><strong>1.89</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>Delta</strong></em></td>
<td>100,056</td>
<td>13,663</td>
<td>51,070,338</td>
<td><strong>2.68</strong></td>
<td></td>
<td>134,119</td>
<td>6,972</td>
<td>50,641,896</td>
<td><strong>1.38</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>533,488</strong></td>
<td><strong>29,213</strong></td>
<td><strong>254,749,842</strong></td>
<td><strong>1.15</strong></td>
<td></td>
<td><strong>594,445</strong></td>
<td><strong>24,563</strong></td>
<td><strong>250,953,262</strong></td>
<td><strong>0.98</strong></td>
</tr>
</tbody>
</table>

Note: Totals for January thru June 1998 are different from those
originally published to reflect a correction of the TWA data for that
time period.

\*U.S. Airlines with at least one percent of total domestic
scheduled-service passenger revenues. The list of carriers on this page
is consistent with

those carriers that appear in the "Flight Delays," "Mishandled Baggage"
and "Consumer Complaints" sections of the *Air Travel Consumer Report.*

**[CONSUMER COMPLAINTS]{.underline}**

This section summarizes aviation consumer complaints filed with the
Department in writing, by telephone, via e-mail, 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. Note that beginning with the September
1999 report, disability complaints are listed as a separate category.
Prior to September 1999, disabililty complaints were included in the
Reservations/Ticketing/Boarding category.

Also, effective with the September 1999 report, complaints about
"smoking" and "credit," which formerly were separate categories, are
included in the "other" category.

**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 are not included in YTD
reports.)

**Companies Other Than U.S. Airlines**. Table 5 (Table 4 in YTD reports)
provides the same information as above for foreign airlines, and for
tour operators, travel agents, etc. Effective with the September 1999
report, complaints against "cargo companies" (formerly a separate
grouping) are included with the "miscellaneous" grouping.

**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.

TABLE 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

JULY 1999 JULY 1998

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 2111 82 4 50 779 20 2 55

FOREIGN AIRLINES 142 4 0 2 105 1 0 2

TRAVEL AGENTS 4 0 0 0 0 0 0 0

TOUR OPERATORS 171 0 0 2 16 0 0 0

MISCELLANEOUS\* 57 10 0 10 23 6 0 12

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

INDUSTRY TOTALS 2485 96 4 64 923 27 2 69

\*EFFECTIVE WITH THIS REPORT, COMPLAINTS AGAINST "CARGO COMPANIES"
(FORMERLY A SEPARATE GROUPING) ARE NOW INCLUDED WITH THE

"MISCELLANEOUS" GROUPING.

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

JULY 1999 JULY 1998

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 1013 1 286

DELAYS\...\...\...\.... 403 92

CANCELLATIONS\...\... 383 96

MISCONNECTIONS\..... 102 23

CUSTOMER SERVICE\...\..... 2 391 2 213

BAGGAGE\...\...\...\...\..... 3 272 3 126

REFUNDS\...\...\...\...\..... 4 225 5 55

RES/TKTG/BOARDING\...\.... 5 172 4 103

DISABILITY\...\...\...\..... 10 45 8 31

OTHER\...\...\...\...\...\.... 6 107 6 45

FREQUENT FLYER\..... 44 15

OVERSALES\...\...\...\...\... 7 98 7 37

TOURS\...\...\...\...\...\.... 8 82 11 2

FARES\...\...\...\...\...\.... 9 72 9 23

ADVERTISING\...\...\...\.... 11 8 10 2

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

COMPLAINT TOTAL 2485 923

\*EFFECTIVE WITH THIS REPORT, "DISABILITY" COMPLAINTS ARE LISTED AS A
SEPARATE CATEGORY. PREVIOUSLY,

DISABILITY COMPLAINTS WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY.
ALSO, COMPLAINTS ABOUT

"SMOKING" AND "CREDIT," WHICH FORMERLY WERE SEPARATE CATEGORIES, ARE NOW
INCLUDED IN THE "OTHER" CATEGORY.

\* A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS ATTACHED.

\*\* INCLUDES FIGURES FOR SUB-CATEGORY.

TABLE 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S.AIRLINES

BY COMPLAINT CATEGORY\*

JULY 1999

U.S. AIRLINES FLIGHT OVER- RES/TKTG/ CUSTOMER ADVER-

A L P H A B E T I C A L PROBLEMS SALES BOARDING FARES REFUNDS BAGGAGE
SERVICE DISABILITY TISING TOURS OTHER TOTAL

ACCESS AIR 2 0 1 0 0 0 2 0 0 0 0 5

AIRTRAN AIRWAYS 15 0 3 0 1 5 6 0 0 0 1 31

ALASKA AIRLINES 4 1 3 0 1 4 3 0 0 0 2 18

AMERICA WEST AIRLINES 35 2 0 1 2 7 4 3 1 0 1 56

AMERICAN AIRLINES 203 16 29 7 10 51 66 4 1 0 18 405

AMERICAN EAGLE 10 6 0 0 0 4 5 0 0 0 1 26

AMERICAN TRANS AIR 9 1 2 0 1 4 5 1 0 0 0 23

ATLANTIC SOUTHEAST AIRLINES 3 1 2 0 0 0 0 0 0 0 0 6

CONTINENTAL AIRLINES 46 4 13 5 5 16 24 1 1 0 11 126

DELTA AIR LINES 89 4 8 14 7 18 38 6 1 1 12 198

EASTWIND AIRLINES 91 4 3 2 52 3 8 0 0 0 2 165

FRONTIER AIRLINES 1 0 0 0 2 0 0 1 0 0 1 5

HAWAIIAN AIRLINES 6 1 1 0 1 0 3 0 0 0 2 14

HORIZON AIRLINES 4 0 1 0 0 1 1 0 0 0 1 8

KIWI AIRLINES 1 1 2 1 15 0 0 0 0 0 0 20

LAKER AIRWAYS 2 0 0 0 0 0 5 0 0 0 2 9

MIDWEST EXPRESS AIRLINES 3 0 0 1 0 1 0 0 0 0 0 5

NORTHWEST AIRLINES 81 7 16 6 9 23 30 4 0 0 6 182

PRO AIR SERVICES 1 0 1 0 1 2 1 0 0 0 0 6

RENO AIR 10 4 5 0 3 3 10 0 0 0 0 35

SOUTHWEST AIRLINES 4 1 5 0 2 7 5 0 0 0 1 25

SPIRIT AIRLINES 26 1 6 3 0 1 7 1 0 0 2 47

SUN COUNTRY AIRLINES 1 0 0 0 0 5 1 0 0 0 0 7

TOWER AIR 11 2 2 0 0 12 10 0 0 0 0 37

TRANS STATES AIRLINES 5 1 0 0 0 1 2 0 0 0 0 9

TRANS WORLD AIRLINES 44 6 11 3 6 16 18 2 0 0 13 119

TRANS WORLD EXPRESS 3 0 1 0 0 0 1 1 0 0 0 6

UNITED AIRLINES 116 10 19 5 9 31 63 7 0 0 13 273

UNITED EXPRESS 5 1 0 0 0 2 1 0 0 0 0 9

US AIRWAYS 106 6 7 8 4 12 25 9 0 0 5 182

VANGUARD AIRLINES 5 1 4 0 2 2 6 0 0 0 0 20

OTHER U.S. AIRLINES 13 2 3 1 5 3 3 2 1 0 1 34

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

JULY 1999 955 83 148 57 138 234 353 42 5 1 95 2111

\% OF TOTAL COMPLAINTS 45.2 3.9 7.0 2.7 6.5 11.1 16.7 2.0 0.2 0.0 4.5

JULY 1998 264 31 100 20 45 91 186 0 1 2 39 779

\% OF TOTAL COMPLAINTS 33.9 4.0 8.8 2.6 5.8 11.7 23.9 4.0 0.1 0.3 5.0

\*EFFECTIVE WITH THIS REPORT, "DISABILITY" COMPLAINTS ARE LISTED AS A
SEPARATE CATEGORY. PREVIOUSLY,

DISABILITY COMPLAINTS WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY.
ALSO, COMPLAINTS ABOUT

"SMOKING" AND "CREDIT," WHICH FORMERLY WERE SEPARATE CATEGORIES, ARE NOW
INCLUDED IN THE "OTHER" CATEGORY.

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

JULY 1999

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 JULY JULY PERCENT JUNE PERCENT MONTHS PERCENT
DATE PERCENT

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

ACCESS AIR 5 3 60.00 2 40.00 0 0.00 0 0.00

AIRTRAN AIRWAYS 31 12 38.71 7 22.58 12 38.71 0 0.00

ALASKA AIRLINES 18 4 22.22 3 16.67 9 50.00 2 11.11

AMERICA WEST AIRLINES 56 19 33.93 12 21.43 21 37.50 4 7.14

AMERICAN AIRLINES 405 73 18.02 163 40.25 145 35.80 24 5.93

AMERICAN EAGLE 26 5 19.23 11 42.31 10 38.46 0 0.00

AMERICAN TRANS AIR 23 1 4.35 9 39.13 9 39.13 4 17.39

ATLANTIC SOUTHEAST AIRLINES 6 1 16.67 3 50.00 2 33.33 0 0.00

CONTINENTAL AIRLINES 126 29 23.02 56 44.44 36 28.57 5 3.97

DELTA AIR LINES 198 41 20.71 77 38.89 67 33.84 13 6.57

EASTWIND AIRLINES 165 33 20.00 10 6.06 120 72.73 2 1.21

FRONTIER AIRLINES 5 1 20.00 1 20.00 3 60.00 0 0.00

HAWAIIAN AIRLINES 14 2 14.29 7 50.00 4 28.57 1 7.14

HORIZON AIRLINES 8 0 0.00 5 62.50 3 37.50 0 0.00

KIWI AIRLINES 20 3 15.00 0 0.00 13 65.00 4 20.00

LAKER AIRWAYS 9 0 0.00 1 11.11 8 88.89 0 0.00

MIDWEST EXPRESS AIRLINES 5 0 0.00 2 40.00 3 60.00 0 0.00

NORTHWEST AIRLINES 182 37 20.33 72 39.56 62 34.07 11 6.04

PRO AIR SERVICES 6 1 16.67 2 33.33 3 50.00 0 0.00

RENO AIR 35 4 11.43 18 51.43 10 28.57 3 8.57

SOUTHWEST AIRLINES 25 4 16.00 9 36.00 9 36.00 3 12.00

SPIRIT AIRLINES 47 17 36.17 17 36.17 10 21.28 3 6.38

SUN COUNTRY AIRLINES 7 4 57.14 3 42.86 0 0.00 0 0.00

TOWER AIR 37 15 40.54 8 21.62 14 37.84 0 0.00

TRANS STATES AIRLINES 9 1 11.11 3 33.33 5 55.56 0 0.00

TRANS WORLD AIRLINES 119 23 19.33 50 42.02 36 30.25 10 8.40

TRANS WORLD EXPRESS 6 3 50.00 1 16.67 2 33.33 0 0.00

UNITED AIRLINES 273 43 15.75 121 44.32 89 32.60 20 7.33

UNITED EXPRESS 9 3 33.33 5 55.56 0 0.00 1 11.11

US AIRWAYS 182 50 27.47 71 39.01 52 28.57 9 4.95

VANGUARD AIRLINES 20 1 5.00 6 30.00 10 50.00 3 15.00

OTHER U.S. AIRLINES 34 12 35.29 11 32.35 7 20.59 4 11.76

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

TOTALS 2111 445 21.08 766 36.29 774 36.67 126 5.97

PRIOR YEAR\'S TOTALS 779 134 17.20 385 49.42 249 31.96 11 1.41

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

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S.AIRLINES

BY COMPLAINT CATEGORY\*

JULY 1999

FLIGHT OVER- RES/TKTG/ CUSTOMER ADVER-

PROBLEMS SALES BOARDING FARES REFUNDS BAGGAGE SERVICE DISABILITY TISING
TOURS OTHER TOTAL

FOREIGN AIRLINES

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

AIR CANADA 0 0 2 0 3 1 1 0 0 0 0 7

AIR FRANCE 4 2 1 0 3 1 3 0 0 0 0 14

ALITALIA AIRLINES 0 1 2 0 0 1 1 0 0 0 0 5

BRITISH AIRWAYS 4 2 0 0 0 7 3 0 0 0 1 17

IBERIA AIRLINES 2 1 1 0 2 0 0 0 0 0 1 7

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

MEXICANA 2 1 0 1 0 1 0 0 0 0 0 5

SABENA 2 1 0 0 1 1 0 0 0 0 1 6

OTHER FOREIGN AIRLINES 10 5 8 6 6 10 20 1 1 0 3 70

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

TOTAL 26 13 15 7 16 26 29 1 1 0 8 142

TRAVEL AGENTS

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

OTHER TRAVEL AGENTS 0 0 1 0 2 0 0 0 1 0 0 4

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

TOTAL 0 0 1 0 2 0 0 0 1 0 0 4

TOUR OPERATORS

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

SUNJET INT\'L SALES 13 0 1 0 65 6 0 1 0 71 1 158

OTHER TOUR OPERATORS 4 0 0 0 1 0 3 0 0 4 1 13

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

TOTAL 17 0 1 0 66 6 3 0 0 75 2 171

MISCELLANEOUS\*\*

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

OTHER MISCELLANEOUS 15 2 8 8 3 6 6 1 0 6 2 57

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

TOTAL 15 2 8 8 3 6 6 1 0 6 2 57

\*EFFECTIVE WITH THIS REPORT, "DISABILITY" COMPLAINTS ARE LISTED AS A
SEPARATE CATEGORY. PREVIOUSLY,

DISABILITY COMPLAINTS WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY.
ALSO, COMPLAINTS ABOUT

"SMOKING" AND "CREDIT," WHICH FORMERLY WERE SEPARATE CATEGORIES, ARE NOW
INCLUDED IN THE "OTHER" CATEGORY.

\*\*EFFECTIVE WITH THIS REPORT, COMPLAINTS AGAINST "CARGO COMPANIES"
(FORMERLY A SEPARATE GROUPING) ARE NOW

INCLUDED WITH THE "MISCELLANEOUS" GROUPING.

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 TOUR OPERATORS,\' ETC.

+-----------------------------------------------------------------------+
| Office of Aviation Enforcement and Proceedings                        |
|                                                                       |
| U.S. Department of Transportation                                     |
+-----------------------------------------------------------------------+

TABLE 6

####  JULY

***Consumer Complaints: Rankings***

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

  ----- --------- ------------------------- --- --------------------------
                  ***JULY 1999***               ***JULY 1998***

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

+-----+------+-------+---------+-------+---+------+---------+--------+
|     |      |       |         | *     |   |      |         | ***C   |
|     |      |       |         | **COM |   |      |         | OMPLAI |
|     |      |       |         | PLAIN |   |      |         | NTS*** |
|     |      |       |         | TS*** |   |      |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+
| ##  |      |       | **      | *     |   |      | **      | ***PER |
|  JU |      |       | *SYSTEM | **PER |   |      | *SYSTEM | 100,   |
| LY  |      |       | WIDE*** | 100,0 |   |      | WIDE*** | 000*** |
| '99 |      |       |         | 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     ***Southwest***     25          5,979,215        **0.42**         10        5,469,210        **0.18**

  2     ***Alaska***        18          1,355,092        **1.33**         11        1,249,912        **0.88**

  3     ***Delta***         198         9,782,046        **2.02**         66        9,658,309        **0.68**

  4     ***Continental***   126         4,037,669        **3.12**         45        3,860,753        **1.17**

  5     ***United***        273         8,293,095        **3.29**         96        8,046,550        **1.19**

  6     ***Northwest***     182         5,468,345        **3.33**         161       5,106,127        **3.15**

  7     ***America West***  56          1,670,546        **3.35**         47        1,640,632        **2.86**

  8     ***US Airways***    182         4,997,148        **3.64**         41        5,299,840        **0.77**

  9     ***T W A***         119         2,501,457        **4.76**         28        2,217,817        **1.26**

  10    ***American***      405         7,700,374        **5.26**         77        7,561,326        **1.02**

        **TOTAL**           **1,584**   **51,784,987**   **3.06**         **582**   **50,110,476**   **1.16**
  ----- ------------------- ----------- ---------------- ---------- ----- --------- ---------------- ----------

> 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. The list of carriers appearing
> on this page is consistent with those carriers that appear in the
> "Flight Delays," "Mishandled Baggage" and "Oversales" sections of the
> *Air Travel Consumer Report*.

**[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:** 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).

**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.

**Disability:** Civil rights complaints by air travelers with
disabilities.

**Advertising**: Advertising that is unfair, misleading or offensive to
consumers.

**Tours:** Problems with scheduled or charter tour packages.

**Other:** Frequent flyer, smoking, credit, cargo problems, security,
airport facilities, claims for bodily injury, and other not classified
above.

**\*Note:** Effective with the September 1999 report, complaints about
"smoking" and "credit," which formerly were separate categories, are
included in the "other" category.

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