+---------------------------------+------------------------------------+
| ![](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: June 1999**                    |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays April 1999               |
|                           | >                                        |
|                           | > Mishandled Baggage April 1999          |
|                           | >                                        |
|                           | > Oversales 4th Quarter 1998             |
|                           | >                                        |
|                           | > January-December 1998                  |
|                           | >                                        |
|                           | > Consumer Complaints April 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** \...\...\...\...\...\...\.....11

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

**Table 7** \...\...\...\...\...\...\.....12

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

**Footnotes** \...\...\...\...\...\...\.....14

**Appendix** \...\...\...\...\...\...\.....15

**Section Page**

***Mishandled Baggage***

**Explanation** \...\...\...\...\...\..........16

**Ranking** \...\...\...\...\...\..........17

***Oversales***

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

**Ranking\--Quarter** \...\...\...\...\...\..........19

**Ranking**\--**YTD** \...\...\...\...\...\..........20

***Consumer Complaints***

**Explanation** \...\...\...\...\...\..........21

**Complaint Tables 1-5** \...\...\...\.....22

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

**Rankings, Table 6** \...\...\...\.....27

**Complaint Categories** \...\...\...\.....28

![](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/.*

![](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"}

APRIL 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/

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

NORTHWEST S/ 29 80.7 117 80.6

TWA S/ 29 80.2 74 80.3

CONTINENTAL S/ 28 78.4 83 79.2

DELTA S/ 29 78.0 113 78.7

SOUTHWEST S/ 14 76.3 54 78.1

US AIRWAYS S/ 25 74.6 87 74.3

ALASKA S/ 7 72.5 34 72.6

AMERICA WEST S/ 26 71.2 50 71.6

UNITED S/ 29 70.9 103 71.1

AMERICAN S/ 29 69.2 97 69.7

T O T A L 75.0 75.7

Note: 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*.

APRIL 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

2ND QUARTER 3RD QUARTER 4TH QUARTER 1ST QUARTER 12 MONTHS DATA BASE TO
DATE

CARRIER APR-JUN 98 JUL-SEP 98 OCT-DEC 98 JAN-MAR 99 FEB 99 MAR 99 APR 99
MAY98-APR99 SEP 87-APR 99

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

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

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

ALASKA 75.2 (5) 74.8 (8) 67.1 (10) 69.6 (9) 70.9 (10) 71.5 (10) 72.6 (7)
71.1 (9) 77.7 (7)

AMERICA WEST 71.5 (8) 66.5 (9) 68.1 (9) 74.1 (7) 78.0 (7) 76.4 (7) 71.6
(8) 69.8 (10) 80.5 (2)

AMERICAN 81.0 (2) 80.0 (6) 79.8 (6) 70.4 (8) 71.5 (9) 72.8 (9) 69.7 (10)
76.6 (5) 79.7 (4)

CONTINENTAL 73.8 (6) 81.0 (5) 82.1 (4) 78.3 (2) 83.0 (2) 80.3 (4) 79.2
(3) 79.1 (3) 78.5 (6)

DELTA 77.3 (3) 83.6 (2) 82.6 (3) 77.0 (3) 80.8 (5) 79.3 (5) 78.7 (4)
80.3 (2) 77.6 (9)

NORTHWEST 67.2 (10) 58.6 (10) 83.3 (2) 75.2 (5) 82.4 (4) 81.0 (3) 80.6
(1) 71.8 (8) 79.8 (3)

SOUTHWEST 82.5 (1) 83.9 (1) 79.8 (5) 80.2 (1) 82.8 (3) 81.1 (2) 78.1 (5)
81.2 (1) 83.7 (1)

TWA 72.8 (7) 82.8 (3) 83.7 (1) 75.8 (4) 83.2 (1) 84.6 (1) 80.3 (2) 79.0
(4) 77.6 (8)

UNITED 70.7 (9) 76.0 (7) 76.7 (8) 74.6 (6) 78.6 (6) 78.8 (6) 71.1 (9)
73.9 (7) 76.8 (10)

US AIRWAYS 75.8 (4) 81.4 (4) 76.8 (7) 68.5 (10) 74.5 (8) 73.0 (8) 74.3
(6) 75.0 (6) 78.9 (5)

TOTAL 75.7 78.3 79.4 74.8 78.9 78.1 75.7 76.8 79.0

APRIL 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 711 63.0 1372 67.7 210 70.0 179 74.3 90 68.9 940 72.7 531 67.8

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

CO 760 72.5 785 78.2 312 76.3 108 79.6 26 73.1 609 84.1 383 71.3

DL 18118 75.5 1955 80.5 381 76.9 270 78.1 5942 79.8 1200 83.2 568 72.7

HP 120 65.0 266 78.9 146 56.8 H/ H/ 60 90.0 206 60.2

NW 493 64.9 504 80.4 371 70.1 198 70.2 32 84.4 573 77.7 300 74.7

TW 202 73.8 232 79.3 180 82.8 116 81.0 112 72.3 287 79.1 175 78.9

UA 503 69.0 1325 72.4 358 68.7 146 74.7 163 66.3 500 75.4 8655 78.7

US 732 60.8 2240 70.7 2191 76.8 9019 81.3 H/ 2644 79.4 210 71.9

WN H/ H/ 2412 83.0 H/ H/ H/ H/

TOTAL 21639 74.0 8679 74.4 6561 77.7 10036 80.8 6365 79.1 6813 79.2
11028 77.0

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 13824 74.1 416 68.0 954 58.7 564 65.2 893 76.6 311 61.4 1961 66.5

AS H/ H/ H/ H/ H/ 269 71.7 735 69.8

CO 527 78.2 314 81.2 6275 74.2 8170 84.1 H/ 369 70.2 664 74.5

DL 3742 79.9 330 69.7 920 69.5 359 72.1 909 83.6 776 80.5 1346 77.0

HP 198 66.2 120 54.2 270 54.8 151 66.9 209 69.9 2260 74.3 766 68.1

NW 456 72.4 10067 84.0 518 64.7 180 80.0 86 80.2 327 69.7 480 68.3

TW 314 77.1 236 75.8 175 64.6 116 78.4 945 83.0 180 73.3 308 68.8

UA 566 67.8 316 65.8 965 64.2 401 64.6 538 78.1 1179 71.8 5077 70.6

US 314 64.0 419 70.2 422 63.3 314 68.8 H/ 142 52.8 430 55.3

WN H/ 560 67.7 H/ 190 74.2 H/ 4134 77.0 3431 71.3

TOTAL 19941 74.9 12778 81.0 10499 69.9 10445 80.9 3580 80.0 9947 74.5
15198 70.3

APRIL 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 1647 66.2 582 71.3 3035 75.9 496 63.7 8816 63.4 180 77.2 641 63.7

AS H/ H/ H/ H/ H/ 1472 76.3 H/

CO 443 80.6 598 81.6 394 86.0 194 83.0 649 63.0 90 76.7 280 76.4

DL 2153 81.0 2919 82.6 450 74.2 358 73.7 833 61.3 588 82.7 663 74.2

HP 30 66.7 60 35.0 60 58.3 120 64.2 211 53.1 180 71.1 150 70.0

NW 566 72.4 456 71.9 353 77.9 9183 86.1 786 65.4 172 83.1 462 70.8

TW 316 75.9 328 89.0 231 86.1 280 82.9 370 65.7 113 88.5 172 76.2

UA 828 72.5 521 77.9 487 70.4 628 68.2 12311 66.1 908 71.8 748 69.4

US 2262 72.1 1617 72.5 487 71.9 224 69.2 616 62.3 H/ 6409 71.3

WN H/ 1034 83.7 H/ H/ H/ 894 79.8 H/

TOTAL 8245 73.9 8115 78.8 5497 76.0 11483 83.1 24592 64.6 4597 77.3 9525
71.0

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 542 56.5 90 74.4 535 66.9 382 74.6 862 63.1 180 68.3 352 65.9 359
70.2

AS 324 61.4 H/ 360 73.9 3486 72.9 568 69.2 H/ H/ H/

CO 324 64.8 86 83.7 241 68.9 204 82.4 444 77.3 98 72.4 138 80.4 466 76.0

DL 684 69.9 270 80.7 450 76.9 537 84.2 716 70.7 4632 84.5 209 68.9 937
80.0

HP 6109 74.7 H/ 296 67.9 210 65.2 326 61.3 145 59.3 73 63.0 30 60.0

NW 365 61.9 108 75.9 180 72.8 471 79.2 387 68.7 120 80.8 366 75.7 363
72.7

TW 202 71.8 166 72.3 150 75.3 195 83.6 196 75.5 90 74.4 10253 81.6 239
84.1

UA 1047 66.6 196 61.7 862 69.4 1352 70.9 6719 71.5 429 74.1 308 64.0 303
72.6

US 240 57.5 7426 77.4 120 55.0 150 68.0 318 66.0 H/ 270 70.4 1155 69.8

WN 4835 74.8 H/ 2228 75.0 1013 78.2 427 64.6 1040 81.0 2516 74.9 1106
80.7

TOTAL 14672 72.1 8342 77.1 5422 72.2 8000 74.6 10963 70.2 6734 81.9
14485 79.0 4958 75.8

APRIL 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 82.5 77.6 53.3 87.1 91.7 J/ 74.2 87.7 87.9 72.1 97.4 77.4
98.6 79.1 J/ 72.2

700 - 759 AM 89.9 87.8 95.4 87.9 84.5 90.1 88.1 86.1 91.9 81.1 95.4 84.4
93.1 92.9 89.4 94.0

800 - 859 AM 85.0 91.2 90.7 87.7 84.4 88.5 87.4 81.1 85.4 88.8 85.9 76.4
89.7 86.5 85.6 92.0

900 - 959 AM 80.7 83.5 90.1 79.7 84.0 87.5 86.4 75.7 87.5 94.3 81.0 90.9
85.5 80.7 87.0 89.6

1000 - 1059 AM 81.8 86.5 90.1 79.4 83.5 87.4 77.3 74.3 84.3 87.8 83.4
91.1 76.1 74.1 81.0 84.8

1100 - 1159 AM 77.9 88.7 91.1 89.8 80.9 83.2 78.4 73.3 83.8 87.2 83.6
94.0 80.7 69.5 81.2 85.1

1200 - 1259 PM 78.6 84.9 85.4 81.0 83.5 85.2 82.1 80.1 84.6 89.3 86.9 J/
78.9 67.2 83.2 81.0

100 - 159 PM 76.2 81.5 84.8 85.2 81.2 85.7 74.3 73.4 91.8 76.5 83.5 86.2
71.9 66.1 82.4 78.3

200 - 259 PM 76.4 73.8 82.6 83.4 83.3 84.3 78.1 76.0 86.1 70.3 80.3 78.9
76.8 68.2 76.4 80.4

300 - 359 PM 72.2 75.9 79.1 79.3 75.5 85.1 77.6 76.1 80.5 70.8 65.1 82.0
75.3 68.1 78.3 83.2

400 - 459 PM 63.2 72.1 73.8 76.5 72.2 77.5 70.6 72.5 79.3 55.8 80.2 80.3
66.9 68.2 68.3 81.1

500 - 559 PM 68.6 65.2 75.6 80.4 76.7 76.4 79.2 73.3 76.7 61.6 76.1 79.6
65.3 70.7 66.4 80.6

600 - 659 PM 66.3 68.2 65.6 81.4 76.2 65.3 74.4 74.9 78.8 54.9 73.9 78.4
73.1 66.8 61.8 70.8

700 - 759 PM 66.0 61.2 63.8 76.5 70.6 68.9 69.9 73.5 77.9 57.1 77.0 78.9
67.2 62.7 65.2 73.0

800 - 859 PM 70.0 61.6 69.7 70.0 61.7 70.9 70.4 74.3 75.7 55.9 79.0 72.8
68.7 65.6 64.3 67.7

900 - 959 PM 61.3 69.4 73.0 70.5 77.6 67.7 71.9 69.1 73.7 64.2 77.7 80.1
69.1 67.1 63.0 68.2

1000 - 1059 PM 71.5 68.5 66.1 72.4 69.0 76.5 71.4 72.9 73.7 61.9 69.5
76.0 68.1 63.4 69.9 72.6

1100 - 559 AM 74.3 75.0 71.0 79.9 81.0 74.0 68.9 73.5 71.7 70.8 70.2
77.4 73.5 71.1 70.0 76.3

TOTAL, ALL ARRIVALS,

BY AIRPORT 74.0 74.4 77.7 80.8 79.1 79.2 77.0 74.9 81.0 69.9 80.9 80.0
74.5 70.3 73.9 78.8

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 61.7 93.4 86.5 95.7 74.2 88.6 86.9 80.0 74.4 53.2 J/ 90.2
84.6 85.5

700 - 759 AM 83.9 94.5 83.7 96.4 88.6 87.0 89.3 90.0 91.8 95.5 89.4 89.2
96.4 89.1

800 - 859 AM 93.3 88.6 76.4 89.4 75.2 85.5 82.8 90.5 86.8 92.5 93.0 89.3
94.9 85.2

900 - 959 AM 89.1 87.1 75.1 82.8 75.9 74.7 83.9 87.2 83.6 78.9 91.2 87.7
83.1 82.2

1000 - 1059 AM 79.3 85.3 70.9 86.6 89.2 72.8 79.2 81.0 75.8 76.1 82.0
80.7 85.8 79.8

1100 - 1159 AM 87.2 84.5 63.6 80.2 83.4 70.5 80.6 73.0 79.3 69.9 80.8
85.1 76.1 78.4

1200 - 1259 PM 83.3 89.4 65.6 79.2 76.2 70.3 80.0 73.9 81.7 66.6 79.4
80.4 78.6 78.1

100 - 159 PM 86.8 83.3 66.9 87.2 77.5 72.4 76.8 76.5 78.0 71.6 86.6 80.2
77.2 77.3

200 - 259 PM 89.0 84.7 60.7 76.4 67.3 70.2 85.3 62.6 71.1 65.7 75.5 82.8
85.0 75.4

300 - 359 PM 74.7 88.2 60.7 68.3 72.4 72.9 77.4 73.0 76.7 66.0 86.3 81.5
72.7 75.1

400 - 459 PM 78.8 76.1 60.3 75.3 66.1 72.3 74.0 70.5 73.4 70.5 78.0 77.8
78.5 71.1

500 - 559 PM 75.3 83.8 61.4 72.4 70.8 66.8 71.9 65.6 71.7 64.2 76.0 73.8
74.4 72.0

600 - 659 PM 66.1 69.5 57.1 70.6 61.4 62.2 60.0 70.9 66.7 72.0 72.5 74.9
69.9 68.1

700 - 759 PM 71.8 77.5 55.4 69.6 64.8 68.3 72.2 64.5 73.1 69.7 80.8 72.6
64.9 69.4

800 - 859 PM 64.5 75.9 53.7 70.7 60.0 66.5 80.9 64.7 68.0 63.3 82.0 70.2
70.3 68.2

900 - 959 PM 63.4 75.2 53.8 70.8 66.7 72.5 70.7 64.2 67.8 64.8 75.5 66.9
63.6 68.4

1000 - 1059 PM 68.4 84.6 54.7 76.1 73.5 63.2 70.1 67.2 64.7 64.7 75.7
76.6 71.9 68.9

1100 - 559 AM 75.6 71.5 75.2 81.6 74.3 65.6 68.0 77.5 76.9 64.2 76.5
72.7 76.1 73.1

TOTAL, ALL ARRIVALS,

BY AIRPORT 76.0 83.1 64.6 77.3 71.0 72.1 77.1 72.2 74.6 70.2 81.9 79.0
75.8 75.0

APRIL 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 91.6 92.4 96.9 91.0 91.4 95.6 91.2 92.4 88.7 93.0 92.7 92.2
93.1 93.0 93.2 97.3

700 - 759 AM 92.5 89.9 91.1 91.8 93.4 94.3 88.5 91.9 90.8 93.4 93.4 89.6
91.3 90.7 92.1 93.4

800 - 859 AM 88.5 92.9 92.1 90.2 89.4 91.9 89.2 84.7 90.1 90.8 92.2 90.0
92.8 85.6 86.6 91.4

900 - 959 AM 87.2 92.2 88.0 85.8 91.6 89.8 87.6 78.9 82.8 91.4 89.5 90.6
83.3 83.1 87.1 94.0

1000 - 1059 AM 83.7 90.3 86.6 82.7 86.2 89.6 85.2 77.3 87.1 90.5 85.3
95.0 79.4 76.9 88.0 87.5

1100 - 1159 AM 82.2 87.3 86.3 82.0 92.3 91.3 83.0 74.9 89.4 91.2 87.0
92.9 80.2 73.8 86.6 87.6

1200 - 1259 PM 83.2 90.8 85.6 85.2 84.8 91.0 80.3 74.1 84.3 86.9 83.8
92.9 79.8 70.3 88.3 84.3

100 - 159 PM 82.5 88.4 83.0 79.8 87.9 84.5 79.3 80.6 85.4 89.4 85.5 96.7
70.0 72.3 90.0 79.0

200 - 259 PM 77.6 85.1 84.3 85.1 85.0 85.4 80.9 72.4 81.2 75.6 86.8 90.4
69.5 69.9 82.7 78.5

300 - 359 PM 78.9 74.8 81.0 77.3 85.7 85.8 82.4 74.9 77.7 79.6 80.8 85.9
75.7 74.2 78.3 81.2

400 - 459 PM 72.8 76.0 68.4 74.3 77.4 83.7 80.8 78.4 70.7 70.9 85.4 88.8
66.1 70.7 80.3 80.8

500 - 559 PM 68.8 76.1 68.9 75.4 72.5 76.7 80.3 72.3 77.3 64.6 79.9 84.1
59.9 72.8 74.1 78.3

600 - 659 PM 69.9 67.6 62.7 75.0 75.7 78.3 79.7 72.0 72.8 65.9 78.2 82.0
66.9 70.0 70.6 80.0

700 - 759 PM 70.1 70.8 65.2 77.9 82.9 72.0 75.7 81.3 72.6 63.3 80.3 81.4
62.8 68.9 65.9 75.2

800 - 859 PM 70.2 72.5 62.9 80.7 80.9 74.4 80.9 71.3 76.7 65.5 80.3 66.7
63.0 71.1 69.8 72.9

900 - 959 PM 74.0 85.4 68.8 78.0 74.6 80.8 80.7 81.0 76.3 58.2 82.5 90.5
68.2 74.0 78.0 73.1

1000 - 1059 PM 78.8 J/ 53.8 71.8 89.3 J/ 77.8 72.4 76.1 73.1 96.7 96.7
80.5 82.8 J/ 61.8

1100 - 559 AM 75.7 95.0 100.0 72.4 33.3 J/ 88.6 100.0 93.5 98.3 80.0
90.6 77.9 89.1 100.0 J/

TOTAL, ALL DEPARTURES,

BY AIRPORT 79.0 83.3 80.3 80.5 85.1 85.1 82.5 76.9 80.7 80.6 84.8 87.2
76.8 77.7 82.7 83.7

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 93.5 94.2 91.0 93.8 92.3 93.3 91.4 95.1 95.4 94.8 97.6 94.3
95.8 93.2

700 - 759 AM 91.0 90.7 88.0 89.9 90.6 90.6 86.5 93.7 88.3 93.7 97.5 91.0
92.8 91.2

800 - 859 AM 88.3 90.3 86.3 89.6 82.1 84.0 87.9 89.8 87.9 89.5 90.3 87.7
93.9 88.4

900 - 959 AM 83.2 89.8 85.0 81.5 79.2 77.5 87.3 86.3 80.9 85.0 90.9 86.7
96.2 85.7

1000 - 1059 AM 88.7 86.0 81.1 81.6 82.4 73.1 85.4 81.6 77.5 81.0 88.8
87.1 82.5 82.9

1100 - 1159 AM 87.3 88.8 75.9 84.9 85.4 70.9 83.2 77.5 73.4 75.0 86.7
84.9 82.1 82.0

1200 - 1259 PM 87.3 84.9 74.6 84.5 84.0 69.8 83.3 76.1 76.2 74.6 79.8
81.7 82.5 80.7

100 - 159 PM 82.4 86.9 72.4 83.9 74.7 73.2 100.0 81.0 80.5 76.1 84.7
82.5 80.3 80.2

200 - 259 PM 80.9 83.7 69.8 85.3 75.9 70.1 79.8 66.8 82.3 70.9 88.4 82.6
73.7 77.8

300 - 359 PM 77.1 82.2 67.1 76.4 63.6 69.4 73.3 71.5 73.7 69.7 82.2 81.8
75.4 76.3

400 - 459 PM 69.6 85.4 66.8 72.8 75.2 60.8 79.2 72.8 75.1 76.2 85.7 78.4
80.0 75.3

500 - 559 PM 72.1 84.0 64.3 74.6 66.3 69.7 74.5 63.1 71.4 72.5 82.2 75.5
82.9 72.6

600 - 659 PM 68.0 85.3 65.1 71.5 68.3 65.6 76.3 70.4 74.6 71.6 82.7 73.5
74.7 72.9

700 - 759 PM 70.2 81.5 65.4 71.7 64.6 54.4 J/ 68.7 70.2 70.6 74.4 78.9
75.9 71.1

800 - 859 PM 64.0 81.3 62.6 73.5 67.2 65.5 77.6 72.9 64.3 72.6 88.7 71.3
66.4 72.9

900 - 959 PM J/ 82.6 68.2 73.2 68.9 69.0 75.4 70.0 67.4 75.1 83.4 67.7
57.1 73.7

1000 - 1059 PM J/ 83.3 66.5 97.0 J/ 77.1 78.1 84.0 84.2 85.5 84.2 68.9
71.3 77.5

1100 - 559 AM 87.6 93.3 91.6 96.5 93.9 91.5 86.7 94.0 90.0 88.2 85.7
75.0 93.3 83.6

TOTAL, ALL DEPARTURES,

BY AIRPORT 81.0 86.1 73.6 83.4 74.7 74.1 81.1 80.0 80.1 79.7 86.6 80.5
82.6 80.0

APRIL 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

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

NW 1782 DTW-PHL 1900 27 85.19 43 24

UA 1721 ORD-LAS 1200 30 83.33 54 30

US 2757 IAD-ATL 1500 30 83.33 41 24

US 2767 IAD-BHM 1920 26 80.77 65 56

WN 875 MDW-DTW 1940 26 80.77 48 33

AA 1484 ORD-HPN 1730 26 80.77 46 36

AA 920 MIA-ORD 1950 30 80.00 61 53

AA 1168 ORD-EWR 1315 30 80.00 43 33

AA 1948 ORD-EWR 1735 30 80.00 43 44

WN 1474 ABQ-PHX 1605 30 80.00 41 29

US 244 PHL-BUF 1530 30 80.00 37 28

AA 1986 FLL-BOS 1128 30 80.00 27 24

APRIL 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

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

UNITED 2166 19 0.9

AMERICAN 1852 15 0.8

US AIRWAYS 2052 11 0.5

SOUTHWEST 2418 11 0.5

NORTHWEST 1511 3 0.2

AMERICA WEST 572 1 0.2

CONTINENTAL 1154 1 0.1

ALASKA 416 0 0.0

TWA 781 0 0.0

DELTA 2525 0 0.0

TOTAL 15447 61 0.4

APRIL 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) 75.6 89.5 86 86 EAGLE, CO. (EGE) 67.7 90.6 31 32

ALBANY, N.Y. (ALB) 72.4 86.2 1,001 1,001 EL PASO, TX. (ELP) 78.5 84.3
2,011 2,011

ALBUQUERQUE, N.M. (ABQ) 76.1 82.3 3,072 3,069 ELMIRA, N.Y. (ELM) 88.9
94.4 108 108

ALLENTOWN, PA. (ABE) 76.9 85.1 481 482 ERIE, PA. (ERI) 83.0 92.9 112 112

AMARILLO, TX. (AMA) 74.5 84.6 404 403 EUGENE, OR. (EUG) 83.3 85.6 180
180

ANCHORAGE, AK. (ANC) 70.0 76.4 1,509 1,507 FAIRBANKS, AK. (FAI) 70.8
83.2 411 411

ASHEVILLE, N.C. (AVL) 85.7 92.0 112 112 FARGO, N.D. (FAR) 89.0 96.7 181
181

ATLANTA, GA. (ATL) 74.0 79.0 21,639 21,682 FAYETTEVILLE, N.C. (FAY) 93.8
97.3 112 112

AUGUSTA, GA. (AGS) 76.0 84.0 150 150 FLINT, MI. (FNT) 73.9 89.9 119 119

AUSTIN, TX. (AUS) 79.4 86.7 3,665 3,664 FRESNO, CA. (FAT) 60.0 86.7 30
30

BAKERSFIELD, CA. (BFL) 59.3 100.0 27 26 FT. LAUDERDALE, FL. (FLL) 77.1
82.6 3,918 3,915

BALTIMORE, MD. (BWI) 77.7 80.3 6,561 6,561 FT. MYERS, FL. (RSW) 75.1
85.1 1,392 1,396

BARROW, AK. (BRW) 71.2 67.1 73 73 FT. WAYNE, IN. (FWA) 82.7 86.5 75 74

BATON ROUGE, LA. (BTR) 89.4 87.3 386 386 GRAND FORKS, N.D. (GFK) 88.8
91.0 89 89

BETHEL, AK. (BET) 72.1 77.9 86 86 GRAND RAPIDS, MI. (GRR) 74.0 87.4 709
709

BILLINGS, MT. (BIL) 78.8 88.7 240 238 GREAT FALLS, MT. (GTF) 88.1 94.3
210 210

BINGHAMTON, N.Y. (BGM) 70.9 84.9 86 86 GREEN BAY, WI. (GRB) 82.4 95.0
199 199

BIRMINGHAM, AL. (BHM) 77.5 85.7 1,790 1,788 GREENSBORO/HIGH PT., N.C.
(GSO) 74.1 85.2 1,266 1,267

BISMARCK, N.D. (BIS) 88.8 96.6 116 116 GREENVILLE/SPARTBG., S.C. (GSP)
78.6 86.5 576 576

BOISE, ID. (BOI) 85.3 89.5 941 941 GULFPORT/BILOXI, MS. (GPT) 87.8 98.9
90 90

BOSTON, MA. (BOS) 74.4 83.3 8,679 8,674 GUNNISON, CO. (GUC) 50.0 75.0 4
4

BOZEMAN, MT. (BZN) 86.3 94.4 124 125 HARLINGEN, TX. (HRL) 75.2 78.1 343
343

BRISTOL, TN. (TRI) 81.3 89.3 112 112 HARRISBURG, PA. (MDT) 71.6 88.0 641
642

BROWNSVILLE, TX. (BRO) 100.0 100.0 3 3 HARTFORD, CT./SPGFLD, MA. (BDL)
75.1 85.7 2,481 2,498

BUFFALO, N.Y. (BUF) 65.8 79.4 1,553 1,551 HELENA, MT. (HLN) 85.0 91.7 60
60

BURBANK, CA. (BUR) 76.6 79.2 2,318 2,317 HONOLULU, OAHU, HI. (HNL) 85.3
91.1 933 933

BURLINGTON, VT. (BTV) 51.9 80.0 210 210 HOUSTON, TX. (HOU) 80.4 76.5
4,772 4,771

CEDAR RAPIDS/IOWA CTY,IA. (CID) 77.1 87.0 445 445 HOUSTON, TX. (IAH)
80.9 84.8 10,445 10,445

CHARLESTON, S.C. (CHS) 70.9 82.9 587 586 HUNTSVILLE/DECATUR, AL. (HSV)
77.1 84.0 468 468

CHARLESTON, W.V. (CRW) 75.0 84.3 108 108 INDIANAPOLIS, IN. (IND) 76.0
84.3 2,753 2,755

CHARLOTTE, N.C. (CLT) 80.8 80.5 10,036 10,035 INDIO/PALM SPRINGS, CA.
(PSP) 68.3 80.0 407 410

CHATTANOOGA, TN. (CHA) 80.5 96.3 82 82 ISLIP/LONG IS., N.Y. (ISP) 80.0
85.0 541 540

CHICAGO, IL. (MDW) 78.4 76.9 3,832 3,832 ITHACA, N.Y. (ITH) 81.5 91.7
108 108

CHICAGO, IL. (ORD) 64.6 73.6 24,592 24,596 JACKSON/VICKSBURG, MS. (JAN)
83.9 88.7 757 767

CINCINNATI, OH. (CVG) 79.1 85.1 6,365 6,349 JACKSON, WY. (JAC) 80.0 90.0
10 10

CLEVELAND, OH. (CLE) 78.7 85.2 4,896 4,893 JACKSONVILLE, FL. (JAX) 78.6
84.2 1,889 1,888

COLORADO SPRINGS, CO. (COS) 72.0 84.4 915 917 JUNEAU, AK. (JNU) 71.2
70.2 312 312

COLUMBIA, S.C. (CAE) 79.5 87.3 400 400 KAHULUI, MAUI, HI. (OGG) 90.8
89.1 240 239

COLUMBUS, OH. (CMH) 77.9 85.1 3,057 3,058 KALAMAZOO, MI. (AZO) 84.2 92.5
120 120

CORDOVA, AK. (CDV) 60.0 63.3 60 60 KALISPELL, MT. (FCA) 87.5 96.7 56 60

CORPUS CHRISTI, TX. (CRP) 82.3 85.4 254 254 KANSAS CITY, MO. (MCI) 76.9
83.0 4,928 4,930

DALLAS/FT. WORTH, TX. (DAL) 79.5 77.1 4,245 4,247 KETCHIKAN, AK. (KTN)
66.7 75.3 186 186

DALLAS/FT. WORTH, TX. (DFW) 74.9 76.9 19,941 19,930 KING SALMON, AK.
(AKN) 76.5 76.5 17 17

DAYTON, OH. (DAY) 77.4 87.4 868 868 KNOXVILLE, TN. (TYS) 81.1 87.2 544
547

DAYTONA BEACH, FL. (DAB) 81.7 85.4 240 240 KODIAK, AK. (ADQ) 75.0 80.0
60 60

DEADHORSE, AK. (SCC) 72.1 69.8 43 43 KONA, HAWAII., HI. (KOA) 88.3 91.7
60 60

DENVER, CO. (DEN) 77.0 82.5 11,028 11,023 KOTZEBUE, AK. (OTZ) 69.9 78.1
73 73

DES MOINES, IA. (DSM) 74.7 86.0 550 550 LA CROSSE, WI. (LSE) 80.0 92.0
50 50

DETROIT, MI. (DTW) 81.0 80.7 12,778 12,775 LANSING, MI. (LAN) 80.7 88.6
176 176

DILLINGHAM, AK. (DLG) 76.5 82.4 17 17 LAS VEGAS, NV. (LAS) 74.5 76.8
9,947 9,938

DULUTH, MN. (DLH) 76.8 80.5 82 82 LEXINGTON/FRKFT, KY. (LEX) 80.1 88.6
326 324

DUTCH HARBOR, AK. (DUT) 66.7 58.3 60 60 LIHUE, KAUAI, HI. (LIH) 90.0
86.7 30 30

APRIL 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.

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

LINCOLN, NE. (LNK) 74.7 89.5 257 257 ROANOKE, VA. (ROA) 80.3 86.4 198
198

LITTLE ROCK, AR. (LIT) 76.3 82.6 1,077 1,076 ROCHESTER, MN. (RST) 72.8
86.7 173 173

LONG BEACH, CA. (LGB) 72.5 87.4 262 262 ROCHESTER, N.Y. (ROC) 67.7 80.3
1,286 1,285

LOS ANGELES, CA. (LAX) 70.3 77.7 15,198 15,185 SACRAMENTO, CA. (SMF)
76.2 78.5 2,993 2,992

LOUISVILLE, KY. (SDF) 78.7 86.0 1,929 1,925 SAGINAW, MI. (MBS) 74.8 90.1
313 314

LUBBOCK, TX. (LBB) 81.3 85.0 486 487 SALT LAKE CITY, UT. (SLC) 81.9 86.6
6,734 6,737

MADISON, WI. (MSN) 73.2 86.2 377 377 SAN ANTONIO, TX. (SAT) 75.4 83.5
3,102 3,105

MANCHESTER, N.H. (MHT) 71.7 81.3 1,044 1,044 SAN DIEGO, CA. (SAN) 72.2
80.0 5,422 5,424

MEDFORD, OR. (MFR) 75.6 80.0 90 90 SAN FRANCISCO, CA. (OAK) 76.9 77.0
4,592 4,593

MELBOURNE, FL. (MLB) 85.0 93.3 180 180 SAN FRANCISCO, CA. (SFO) 70.2
79.7 10,963 10,965

MEMPHIS, TN. (MEM) 86.2 84.8 4,191 4,192 SAN JOSE, CA. (SJC) 76.3 80.7
4,208 4,207

MIAMI, FL. (MIA) 76.0 81.0 5,497 5,498 SAN JUAN, P.R. (SJU) 83.7 90.0
1,786 1,789

MIDLAND/ODESSA, TX. (MAF) 82.8 88.5 530 530 SANTA BARBARA, CA. (SBA)
72.9 79.7 118 118

MILWAUKEE, WI. (MKE) 78.5 88.8 1,256 1,255 SARASOTA/BRAD., FL. (SRQ)
78.6 89.2 499 501

MINNEAPLS/ST.P, MN. (MSP) 83.1 86.1 11,483 11,475 SAVANNAH, GA. (SAV)
75.5 83.1 416 415

MINOT, N.D. (MOT) 90.0 90.0 90 90 SCRANTON/WILKES-BARRE,PA. (AVP) 83.1
95.1 142 142

MISSION/MCALLEN, TX. (MFE) 77.5 93.3 284 283 SEATTLE, WA. (SEA) 74.6
80.1 8,000 7,996

MISSOULA, MT. (MSO) 87.2 95.0 180 180 SHREVEPORT, LA. (SHV) 83.5 90.3
322 319

MOBILE,AL./PASCAGOULA,MS. (MOB) 78.6 80.7 360 358 SIOUX CITY, IA. (SUX)
89.3 98.2 56 56

MOLINE, IL. (MLI) 78.2 90.1 142 142 SIOUX FALLS, S.D. (FSD) 84.9 94.0
318 318

MONROE, LA. (MLU) 86.0 88.3 179 179 SITKA, AK. (SIT) 71.9 82.3 96 96

MONTEREY, CA. (MRY) 82.5 84.2 57 57 SOUTH BEND, IN. (SBN) 78.8 88.8 259
259

MONTGOMERY, AL. (MGM) 84.2 92.5 120 120 SPOKANE, WA. (GEG) 77.3 85.4
1,105 1,105

MONTROSE, CO. (MTJ) 85.7 82.8 28 29 SPRINGFIELD, MO. (SGF) 87.2 94.2 172
172

MYRTLE BEACH, S.C. (MYR) 71.8 79.8 188 188 ST. CROIX, V.I. (STX) 92.2
88.9 90 90

NASHVILLE, TN. (BNA) 81.2 84.2 4,393 4,393 ST. LOUIS, MO. (STL) 79.0
80.5 14,485 14,495

NEW ORLEANS, LA. (MSY) 77.8 84.4 4,092 4,095 ST. THOMAS, V.I. (STT) 86.7
91.3 240 240

NEW YORK, N.Y. (JFK) 80.0 87.2 3,580 3,580 STEAMBOAT SPRINGS, CO. (HDN)
47.6 73.9 21 23

NEW YORK, N.Y. (LGA) 73.9 82.7 8,245 8,241 SYRACUSE, N.Y. (SYR) 70.9
83.8 956 955

NEWARK, N.J. (EWR) 69.9 80.6 10,499 10,487 TALLAHASSEE, FL. (TLH) 76.2
82.9 210 210

NEWBURGH, N.Y. (SWF) 66.7 81.8 120 121 TAMPA, FL. (TPA) 75.8 82.6 4,958
4,954

NOME, AK. (OME) 60.3 67.1 73 73 TOLEDO, OH. (TOL) 70.9 83.7 86 86

NORFOLK/VA. BEACH, VA. (ORF) 74.0 86.0 1,355 1,350 TRAVERSE CITY, MI.
(TVC) 70.5 82.1 78 78

OKLAHOMA CITY, OK. (OKC) 79.4 85.8 1,652 1,648 TUCSON, AZ. (TUS) 67.2
81.3 1,590 1,592

OMAHA, NE. (OMA) 78.1 86.1 1,397 1,394 TULSA, OK. (TUL) 76.1 82.4 1,547
1,545

ONTARIO, CA. (ONT) 72.5 78.0 2,870 2,870 VALPARAISO, FL. (VPS) 81.1 96.7
90 90

ORANGE COUNTY, CA. (SNA) 76.5 84.3 2,865 2,868 WASHINGTON, D.C. (DCA)
79.2 85.1 6,813 6,825

ORLANDO, FL. (MCO) 78.8 83.7 8,115 8,113 WASHINGTON, D.C. (IAD) 72.5
77.6 5,569 5,558

PASCO, WA. (PSC) 93.3 93.3 120 120 WEST PALM BEACH, FL. (PBI) 74.8 84.1
1,990 1,995

PENSACOLA, FL. (PNS) 83.4 87.1 506 504 WHITE PLAINS, N.Y. (HPN) 61.4
80.1 402 403

PEORIA, IL. (PIA) 88.7 92.3 53 52 WICHITA, KS. (ICT) 76.4 88.5 572 572

PETERSBURG, AK. (PSG) 61.7 63.3 60 60 WILMINGTON, N.C. (ILM) 81.7 91.5
164 164

PHILADELPHIA, PA. (PHL) 71.0 74.7 9,525 9,524 WRANGELL, AK. (WRG) 58.3
66.7 60 60

PHOENIX, AZ. (PHX) 72.1 74.1 14,672 14,677 YAKUTAT, AK. (YAK) 58.3 60.0
60 60

PITTSBURGH, PA. (PIT) 77.1 81.1 8,342 8,343

PORTLAND, ME. (PWM) 72.9 87.1 443 443

PORTLAND, OR. (PDX) 77.3 83.4 4,597 4,605

PROVIDENCE, R.I. (PVD) 79.0 86.7 1,808 1,807

RALEIGH/DURHAM, N.C. (RDU) 74.3 82.8 2,524 2,523

RAPID CITY, S.D. (RAP) 82.1 91.7 84 84

RENO, NV. (RNO) 78.1 82.4 2,117 2,118

RICHMOND, VA. (RIC) 75.4 84.5 1,313 1,310

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

***APRIL***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

  ----- ------------- ---------------------- --- ------------------------
                      ***APRIL 1999***           ***APRIL 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>APR. ‘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="continental">Continental</h5></td>
<td></td>
<td>10,891</td>
<td>3,071,784</td>
<td><strong>3.55</strong></td>
<td></td>
<td>10,704</td>
<td>3,048,451</td>
<td><strong>3.51</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><em><strong>America West</strong></em></td>
<td></td>
<td>5,809</td>
<td>1,464,270</td>
<td><strong>3.97</strong></td>
<td></td>
<td>4,426</td>
<td>1,473,987</td>
<td><strong>3.00</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>Delta</strong></em></td>
<td></td>
<td>33,633</td>
<td>8,472,536</td>
<td><strong>3.97</strong></td>
<td></td>
<td>34,988</td>
<td>8,415,875</td>
<td><strong>4.16</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><em><strong>Southwest</strong></em></td>
<td></td>
<td>22,086</td>
<td>5,494,354</td>
<td><strong>4.02</strong></td>
<td></td>
<td>20,952</td>
<td>4,969,010</td>
<td><strong>4.22</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>TWA</strong></em></td>
<td></td>
<td>9,250</td>
<td>2,127,813</td>
<td><strong>4.35</strong></td>
<td></td>
<td>9,102</td>
<td>2,009,287</td>
<td><strong>4.53</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><em><strong>US Airways</strong></em></td>
<td></td>
<td>22,549</td>
<td>5,022,196</td>
<td><strong>4.49</strong></td>
<td></td>
<td>17,122</td>
<td>5,012,650</td>
<td><strong>3.42</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>Northwest</strong></em></td>
<td></td>
<td>17,774</td>
<td>3,916,620</td>
<td><strong>4.54</strong></td>
<td></td>
<td>24,822</td>
<td>3,787,318</td>
<td><strong>6.55</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><em><strong>American</strong></em></td>
<td></td>
<td>25,465</td>
<td>5,338,155</td>
<td><strong>4.77</strong></td>
<td></td>
<td>19,276</td>
<td>5,407,610</td>
<td><strong>3.56</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>Alaska</strong></em></td>
<td></td>
<td>6,478</td>
<td>972,705</td>
<td><strong>6.66</strong></td>
<td></td>
<td>4,475</td>
<td>930,586</td>
<td><strong>4.81</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><em><strong>United</strong></em></td>
<td></td>
<td>43,972</td>
<td>6,210,170</td>
<td><strong>7.08</strong></td>
<td></td>
<td>42,315</td>
<td>6,184,118</td>
<td><strong>6.84</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>197,907</strong></td>
<td><strong>42,090,603</strong></td>
<td><strong>4.70</strong></td>
<td></td>
<td><strong>188,182</strong></td>
<td><strong>41,238,892</strong></td>
<td><strong>4.56</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                                     |
+-----------------------------------------------------------------------+

***October-December***

***PASSENGERS DENIED BOARDING***

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

  --------------- -------------------------- -- --------------------------
                  ***OCTOBER-DECEMBER           ***OCTOBER-DECEMBER
                  1998***                       1997***

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

<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="oct.-dec.-98" class="heading">OCT.-DEC. ‘98</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: 9%" />
<col style="width: 8%" />
<col style="width: 13%" />
<col style="width: 7%" />
<col style="width: 5%" />
<col style="width: 9%" />
<col style="width: 8%" />
<col style="width: 13%" />
<col style="width: 6%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h5 id="us-airways">US Airways</h5></td>
<td>14,663</td>
<td>276</td>
<td>13,828,432</td>
<td><strong>0.20</strong></td>
<td></td>
<td>17,429</td>
<td>482</td>
<td>13,869,433</td>
<td><strong>0.35</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>21,654</td>
<td>199</td>
<td>9,354,140</td>
<td><strong>0.21</strong></td>
<td></td>
<td>15,523</td>
<td>59</td>
<td>8,923,578</td>
<td><strong>0.07</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>Northwest</strong></em></td>
<td>21,898</td>
<td>277</td>
<td>11,924,507</td>
<td><strong>0.23</strong></td>
<td></td>
<td>23,393</td>
<td>350</td>
<td>12,268,417</td>
<td><strong>0.29</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>United</strong></em></td>
<td>31,783</td>
<td>1,019</td>
<td>19,908,771</td>
<td><strong>0.51</strong></td>
<td></td>
<td>35,307</td>
<td>913</td>
<td>18,857,122</td>
<td><strong>0.48</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>American</strong></em></td>
<td>57,954</td>
<td>1,075</td>
<td>18,010,537</td>
<td><strong>0.60</strong></td>
<td></td>
<td>47,127</td>
<td>610</td>
<td>17,926,721</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>6</td>
<td><em><strong>Alaska</strong></em></td>
<td>4,998</td>
<td>363</td>
<td>3,208,547</td>
<td><strong>1.13</strong></td>
<td></td>
<td>4,499</td>
<td>1,040</td>
<td>2,948,815</td>
<td><strong>3.53</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>13,021</td>
<td>538</td>
<td>4,425,724</td>
<td><strong>1.22</strong></td>
<td></td>
<td>12,154</td>
<td>719</td>
<td>4,481,937</td>
<td><strong>1.60</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>TWA</strong></em></td>
<td>5,214</td>
<td>694</td>
<td>5,423,028</td>
<td><strong>1.28</strong></td>
<td></td>
<td>9,295</td>
<td>656</td>
<td>5,572,315</td>
<td><strong>1.18</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>20,399</td>
<td>2,094</td>
<td>14,848,313</td>
<td><strong>1.41</strong></td>
<td></td>
<td>18,417</td>
<td>2,196</td>
<td>14,034,704</td>
<td><strong>1.56</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>43,846</td>
<td>3,810</td>
<td>24,795,631</td>
<td><strong>1.54</strong></td>
<td></td>
<td>52,338</td>
<td>2,577</td>
<td>24,769,286</td>
<td><strong>1.04</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>235,430</strong></td>
<td><strong>10,345</strong></td>
<td><strong>125,727,630</strong></td>
<td><strong>0.82</strong></td>
<td></td>
<td><strong>235,482</strong></td>
<td><strong>9,602</strong></td>
<td><strong>123,652,328</strong></td>
<td><strong>0.78</strong></td>
</tr>
</tbody>
</table>

> \* 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-December***

***PASSENGERS DENIED BOARDING***

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

  --------------- -------------------------- -- --------------------------
                  ***JANUARY-DECEMBER           ***JANUARY-DECEMBER
                  1998***                       1997***

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

<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.-dec.-98" class="heading">JAN.-DEC. ‘98</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: 10%" />
<col style="width: 7%" />
<col style="width: 12%" />
<col style="width: 7%" />
<col style="width: 6%" />
<col style="width: 10%" />
<col style="width: 7%" />
<col style="width: 12%" />
<col style="width: 7%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h5 id="continental-1">Continental</h5></td>
<td>76,167</td>
<td>574</td>
<td>42,352,892</td>
<td><strong>0.14</strong></td>
<td></td>
<td>66,945</td>
<td>360</td>
<td>35,791,535</td>
<td><strong>0.10</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>US Airways</strong></em></td>
<td>81,830</td>
<td>1,267</td>
<td>56,564,712</td>
<td><strong>0.22</strong></td>
<td></td>
<td>85,232</td>
<td>4,662</td>
<td>57,540,342</td>
<td><strong>0.81</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>Northwest</strong></em></td>
<td>120,045</td>
<td>1,394</td>
<td>46,025,183</td>
<td><strong>0.30</strong></td>
<td></td>
<td>96,118</td>
<td>2,655</td>
<td>49,859,313</td>
<td><strong>0.53</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>221,826</td>
<td>3,387</td>
<td>73,618,441</td>
<td><strong>0.46</strong></td>
<td></td>
<td>215,003</td>
<td>4,596</td>
<td>73,122,003</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>5</td>
<td><em><strong>United</strong></em></td>
<td>142,057</td>
<td>4,561</td>
<td>79,813,016</td>
<td><strong>0.57</strong></td>
<td></td>
<td>110,754</td>
<td>3,792</td>
<td>76,642,828</td>
<td><strong>0.49</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>America West</strong></em></td>
<td>49,811</td>
<td>2,074</td>
<td>18,174,910</td>
<td><strong>1.14</strong></td>
<td></td>
<td>59,441</td>
<td>3,771</td>
<td>19,044,151</td>
<td><strong>1.98</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>Delta</strong></em></td>
<td>233,732</td>
<td>13,449</td>
<td>102,405,802</td>
<td><strong>1.31</strong></td>
<td></td>
<td>259,413</td>
<td>15,297</td>
<td>100,230,962</td>
<td><strong>1.53</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>24,530</td>
<td>1,822</td>
<td>13,028,998</td>
<td><strong>1.40</strong></td>
<td></td>
<td>21,016</td>
<td>3,409</td>
<td>12,245,891</td>
<td><strong>2.78</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>81,201</td>
<td>10,230</td>
<td>59,053,217</td>
<td><strong>1.73</strong></td>
<td></td>
<td>72,142</td>
<td>12,074</td>
<td>55,935,896</td>
<td><strong>2.16</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>TWA</strong></em></td>
<td>50,005</td>
<td>6,039</td>
<td>23,132,879</td>
<td><strong>2.61</strong></td>
<td></td>
<td>31,862</td>
<td>2,930</td>
<td>22,546,838</td>
<td><strong>1.30</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>1,081,204</strong></td>
<td><strong>44,797</strong></td>
<td><strong>514,170,050</strong></td>
<td><strong>0.87</strong></td>
<td></td>
<td><strong>1,017,926</strong></td>
<td><strong>53,546</strong></td>
<td><strong>502,959,759</strong></td>
<td><strong>1.06</strong></td>
</tr>
</tbody>
</table>

> \* 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 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.

**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 is not included in YTD
report.)

**Companies Other Than U.S. Airlines**. Table 5 provides the same
information as above for foreign airlines, and for tour operators, cargo
companies, etc.

**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.

![](media/image10.wmf){width="1.0708333333333333in"
height="1.0965277777777778in"}

TABLE 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

APRIL 1999 APRIL 1998

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 1122 79 0 56 588 27 2 56

FOREIGN AIRLINES 93 0 0 1 67 2 0 2

TRAVEL AGENTS 0 0 0 0 2 0 0 0

TOUR OPERATORS 62 0 0 0 23 0 0 0

MISCELLANEOUS 37 9 0 4 22 6 0 7

CARGO COMPANIES 0 0 0 0 0 0 0 0

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

INDUSTRY TOTALS 1314 88 0 61 702 35 2 65

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

APRIL 1999 APRIL 1998

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 448 1 172

DELAYS\...\...\...\.... 163 52

CANCELLATIONS\...\... 151 50

MISCONNECTIONS\..... 47 23

CUSTOMER SERVICE\...\..... 2 240 2 147

BAGGAGE\...\...\...\...\..... 3 191 3 111

TICKETING/BOARDING\...\... 4 166 4 93

DISABLED\...\...\..... 43 23

REFUNDS\...\...\...\...\..... 5 75 5 63

OVERSALES\...\...\...\...\... 6 61 7 40

OTHER\...\...\...\...\...\.... 7 57 6 43

FREQUENT FLYER\..... 30 25

FARES\...\...\...\...\...\.... 8 46 8 18

TOURS\...\...\...\...\...\.... 9 15 10 6

ADVERTISING\...\...\...\.... 10 12 9 9

SMOKING\...\...\...\...\..... 11 2 12 0

CREDIT\...\...\...\...\...\... 12 1 11 0

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

COMPLAINT TOTAL 1314 702

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

\*\* INCLUDES FIGURES FOR SUB-CATEGORIES.

TABLE 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S.AIRLINES

BY COMPLAINT CATEGORY

APRIL 1999

U.S. AIRLINES FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

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

AIRTRAN AIRWAYS 3 2 1 0 0 1 3 0 0 0 0 0 10

ALASKA AIRLINES 1 0 2 0 0 2 0 0 0 0 0 0 5

AMERICA WEST AIRLINES 7 1 3 1 1 3 5 0 0 0 0 0 21

AMERICAN AIRLINES 58 12 20 4 2 30 30 0 1 0 0 6 163

AMERICAN EAGLE 3 1 0 0 0 1 1 0 0 0 0 0 6

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

COMAIR 1 0 0 0 0 2 2 1 0 0 0 0 6

CONTINENTAL AIRLINES 21 1 4 3 1 8 12 0 0 0 0 1 51

DELTA AIR LINES 34 6 24 2 3 14 29 0 0 0 0 14 126

EASTWIND AIRLINES 62 4 8 0 2 8 13 0 1 0 0 0 98

HAWAIIAN AIRLINES 2 1 0 0 0 1 1 0 0 0 0 1 6

KIWI AIRLINES 16 3 1 0 39 4 6 0 2 0 1 1 73

NORTHWEST AIRLINES 39 4 16 5 4 24 22 0 2 0 1 9 126

RENO AIR 3 0 3 0 2 0 2 0 0 0 0 0 10

SKY TREK AIRLINES 4 0 0 0 0 4 0 0 0 0 1 0 9

SOUTHWEST AIRLINES 0 1 5 0 1 0 1 0 0 0 0 0 8

SPIRIT AIRLINES 3 0 1 0 1 3 1 0 0 0 0 0 9

TOWER AIR 4 1 6 0 0 1 4 0 0 0 0 2 18

TRANS WORLD AIRLINES 8 3 6 1 2 6 9 0 0 0 0 2 37

UNITED AIRLINES 31 6 25 9 4 19 35 0 2 1 0 6 138

UNITED EXPRESS 2 1 0 0 0 2 1 0 0 0 0 1 7

US AIRWAYS 52 5 9 7 2 19 31 0 0 0 0 4 129

VANGUARD AIRLINES 4 1 5 4 0 0 2 0 2 0 0 0 18

OTHER U.S. AIRLINES 18 2 2 2 4 9 1 0 1 0 0 0 39

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

APRIL 1999 376 55 142 38 68 163 215 1 11 1 5 47 1122

\% OF TOTAL COMPLAINTS 33.5 4.9 12.7 3.4 6.1 14.5 19.2 0.1 1.0 0.1 0.4
4.2

APRIL 1998 153 34 72 16 53 85 130 0 6 0 1 38 588

\% OF TOTAL COMPLAINTS 26.0 5.8 12.2 2.7 9.0 14.5 22.1 0.0 1.0 0.0 0.2
6.5

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

APRIL 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 APR APR PERCENT MAR PERCENT MONTHS PERCENT DATE
PERCENT

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

AIRTRAN AIRWAYS 10 0 0.00 5 50.00 4 40.00 1 10.00

ALASKA AIRLINES 5 0 0.00 2 40.00 3 60.00 0 0.00

AMERICA WEST AIRLINES 21 0 0.00 11 52.38 10 47.62 0 0.00

AMERICAN AIRLINES 163 8 4.91 56 34.36 98 60.12 1 0.61

AMERICAN EAGLE 6 0 0.00 3 50.00 3 50.00 0 0.00

AMERICAN TRANS AIR 9 0 0.00 7 77.78 2 22.22 0 0.00

COMAIR 6 0 0.00 2 33.33 3 50.00 1 16.67

CONTINENTAL AIRLINES 51 2 3.92 24 47.06 25 49.02 0 0.00

DELTA AIR LINES 126 10 7.94 66 52.38 48 38.10 2 1.59

EASTWIND AIRLINES 98 65 66.33 28 28.57 5 5.10 0 0.00

HAWAIIAN AIRLINES 6 0 0.00 0 0.00 5 83.33 1 16.67

KIWI AIRLINES 73 8 10.96 34 46.58 25 34.25 6 8.22

NORTHWEST AIRLINES 126 5 3.97 54 42.86 66 52.38 1 0.79

RENO AIR 10 0 0.00 1 10.00 9 90.00 0 0.00

SKY TREK AIRLINES 9 2 22.22 2 22.22 4 44.44 1 11.11

SOUTHWEST AIRLINES 8 0 0.00 2 25.00 4 50.00 2 25.00

SPIRIT AIRLINES 9 0 0.00 1 11.11 7 77.78 1 11.11

TOWER AIR 18 6 33.33 6 33.33 6 33.33 0 0.00

TRANS WORLD AIRLINES 37 3 8.11 16 43.24 17 45.95 1 2.70

UNITED AIRLINES 138 8 5.80 61 44.20 62 44.93 7 5.07

UNITED EXPRESS 7 0 0.00 4 57.14 2 28.57 1 14.29

US AIRWAYS 129 4 3.10 71 55.04 52 40.31 2 1.55

VANGUARD AIRLINES 18 0 0.00 4 22.22 11 61.11 3 16.67

OTHER U.S. AIRLINES 39 3 7.69 15 38.46 17 43.59 4 10.26

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

TOTALS 1122 124 11.05 475 42.34 488 43.49 35 3.12

PRIOR YEAR\'S TOTALS 588 130 22.11 232 39.46 215 36.56 11 1.87

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

APRIL 1999

FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

PROBLEMS SALES BOARDING FARES REFUNDS BAGGAGE SERVICE SMOKING TISING
CREDIT TOURS OTHER TOTAL

FOREIGN AIRLINES

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

AIR ARUBA 5 0 0 0 0 0 2 0 0 0 0 2 9

AIR FRANCE 0 0 0 0 0 4 0 0 0 0 0 1 5

BRITISH AIRWAYS 5 1 2 0 0 2 3 0 0 0 0 1 14

IBERIA AIRLINES 0 0 1 0 1 2 1 0 0 0 0 0 5

KLM 1 0 3 1 0 0 1 0 0 0 0 1 7

LAKER AIRWAYS 4 0 0 0 0 0 1 0 0 0 0 0 5

MEXICANA 1 1 1 0 0 0 3 0 0 0 0 0 6

OTHER FOREIGN AIRLINES 12 4 3 0 5 11 4 1 0 0 0 2 42

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

TOTAL 28 6 10 1 6 19 15 1 0 0 0 7 93

TOUR OPERATORS

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

SUNJET INT\'L SALES 33 0 2 2 0 5 4 0 1 0 0 0 47

OTHER TOUR OPERATORS 5 0 1 0 0 0 3 0 0 0 5 1 15

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

TOTAL 38 0 3 2 0 5 7 0 1 0 5 1 62

MISCELLANEOUS

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

OTHER MISCELLANEOUS 6 0 11 5 1 4 3 0 0 0 5 2 37

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

TOTAL 6 0 11 5 1 4 3 0 0 0 5 2 37

TRAVEL AGENTS

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

OTHER TRAVEL AGENTS 0 0 0 0 0 0 0 0 0 0 0 0 0

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

TOTAL 0 0 0 0 0 0 0 0 0 0 0 0 0

CARGO COMPANIES

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

OTHER CARGO COMPANIES 0 0 0 0 0 0 0 0 0 0 0 0 0

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

TOTAL 0 0 0 0 0 0 0 0 0 0 0 0 0

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 CARGO COMPANIES\', ETC.

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

TABLE 6

####  APRIL

***Consumer Complaints: Rankings***

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

  ----- --------- ------------------------- --- --------------------------
                  ***APRIL 1999***              ***APRIL 1998***

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

+-----+------+-------+---------+-------+---+------+---------+--------+
|     |      |       |         | *     |   |      |         | ***C   |
|     |      |       |         | **COM |   |      |         | OMPLAI |
|     |      |       |         | PLAIN |   |      |         | NTS*** |
|     |      |       |         | TS*** |   |      |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+
| ##  |      |       | **      | *     |   |      | **      | ***PER |
|  AP |      |       | *SYSTEM | **PER |   |      | *SYSTEM | 100,   |
| R.  |      |       | 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***     8         5,507,534        **0.15**         13        4,976,534        **0.26**

  2     ***Alaska***        5         1,110,563        **0.45**         3         1,053,404        **0.28**

  3     ***Continental***   51        3,681,935        **1.39**         14        3,589,915        **0.39**

  4     ***Delta***         126       9,007,831        **1.40**         70        8,979,721        **0.78**

  5     ***America West***  21        1,491,311        **1.41**         24        1,514,540        **1.58**

  6     ***T W A***         37        2,220,108        **1.67**         22        2,119,646        **1.04**

  7     ***United***        138       6,985,400        **1.98**         86        6,961,896        **1.24**

  8     ***American***      163       6,775,622        **2.41**         69        6,850,343        **1.01**

  9     ***US Airways***    129       4,996,149        **2.58**         29        5,175,943        **0.56**

  10    ***Northwest***     126       4,652,077        **2.71**         78        4,508,848        **1.73**

        **TOTAL**           **804**   **46,428,530**   **1.73**         **408**   **45,730,790**   **0.89**
  ----- ------------------- --------- ---------------- ---------- ----- --------- ---------------- ----------

> 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, and Disability:** 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). Complaints by air travelers with
disabilities concerning accessibility.

**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.

**Smoking:** Inadequate segregation of smoker from non-smokers; failure
of airline to enforce no-smoking rules; objections to the rule, would
prefer change such as; (1) relaxation or elimination of regulations, or
(2) banning of smoking on all flights.

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

**Credit:** Denial of credit, interest or late payment charges,
incorrect billing, or incorrect credit reports on airline-issued credit.

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

**Other:** Cargo problems, security, airport facilities, claims for
bodily injury, frequent flyer, and other not classified above.

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