+---------------------------------+------------------------------------+
| ![](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: April 2000**                   |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays February 2000            |
|                           | >                                        |
|                           | > 12 Months Ending February 2000         |
|                           | >                                        |
|                           | > Mishandled Baggage February 2000       |
|                           | >                                        |
|                           | > Oversales 4th Quarter 1999             |
|                           | >                                        |
|                           | > January-December 1999                  |
|                           | >                                        |
|                           | > Consumer Complaints February 2000      |
|                           | >                                        |
|                           | > Disability Complaints February 2000    |
+---------------------------+------------------------------------------+

> ***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

**Table 8** \...\...\...\...\...\...\.....14

> Overall Number and Percentage
>
> of Flight Cancellations, by Carrier

**Footnotes** \...\...\...\...\...\...\.....15

**Appendix** \...\...\...\...\...\...\.....16

**Section Page**

***Mishandled Baggage***

**Explanation** \...\...\...\...\...\..........17

**Ranking** \...\...\...\...\...\..........18

***Oversales***

**Explanation** \...\...\...\...\...\..........19

**Ranking\--Quarter** \...\...\...\...\...\..........20

**Ranking\--YTD** .....................21

***Consumer Complaints***

**Explanation** \...\...\...\...\...\..........22

**Complaint Tables 1-5** \...\...\...\.....23

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

**Rankings, Table 6** \...\...\...\.....28

**Complaint Categories** \...\...\...\.....29

![](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,
flight delays, and cancellations. 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. Tables 1 and 8 each have 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.

Table 8 displays the number of operations, number of flight
cancellations, and percentage of cancellations by air carrier for the
reportable airports and for the air carriers' domestic system.

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="0.4479166666666667in"}

FEBRUARY 2000

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/

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

TRANS WORLD S/ 29 82.2 78 82.4

DELTA S/ 29 78.9 116 79.3

NORTHWEST S/ 29 77.5 117 77.6

CONTINENTAL S/ 28 75.5 82 76.4

US AIRWAYS S/ 25 75.8 88 75.7

AMERICAN S/ 29 75.2 95 75.1

SOUTHWEST S/ 14 72.7 56 75.0

UNITED S/ 29 67.8 104 68.8

AMERICA WEST S/ 25 62.2 49 62.7

ALASKA S/ 7 58.9 34 60.5

T O T A L 74.2 74.8

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.

FEBRUARY 2000

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

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

CARRIER 01-03 1999 04-06 1999 07-09 1999 10-12 1999 12 1999 01 2000 02
2000 02 2000 09 1987 - 02 2000

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

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

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

ALASKA 69.6 (9) 72.5 (7) 72.0 (8) 69.7 (9) 61.5 (10) 70.5 (8) 60.5 (10)
70.5 (9) 77.0 (9)

AMERICA WEST 74.1 (7) 72.3 (8) 62.7 (10) 69.2 (10) 71.8 (9) 68.8 (9)
62.7 (9) 68.4 (10) 79.5 (3)

AMERICAN 70.4 (8) 66.5 (10) 75.6 (5) 80.7 (3) 77.8 (6) 75.7 (5) 75.1 (6)
74.5 (6) 79.4 (4)

CONTINENTAL 78.3 (2) 74.2 (5) 74.0 (6) 79.8 (5) 78.1 (4) 75.8 (4) 76.4
(4) 76.4 (5) 78.3 (6)

DELTA 77.0 (3) 76.9 (4) 77.6 (4) 80.6 (4) 80.2 (3) 73.2 (6) 79.3 (2)
78.1 (4) 77.6 (8)

NORTHWEST 75.2 (5) 79.3 (1) 80.1 (3) 84.9 (2) 81.5 (2) 77.2 (3) 77.6 (3)
80.7 (2) 79.9 (2)

SOUTHWEST 80.2 (1) 78.2 (2) 81.8 (2) 79.8 (6) 77.0 (8) 78.7 (2) 75.0 (7)
79.5 (3) 83.2 (1)

TRANS WORLD 75.8 (4) 77.0 (3) 83.5 (1) 87.2 (1) 82.4 (1) 79.8 (1) 82.4
(1) 82.5 (1) 77.9 (7)

UNITED 74.6 (6) 71.3 (9) 72.4 (7) 79.5 (7) 77.9 (5) 70.5 (7) 68.8 (8)
74.0 (7) 76.5 (10)

US AIRWAYS 68.5 (10) 72.8 (6) 67.2 (9) 76.9 (8) 77.7 (7) 66.2 (10) 75.7
(5) 72.1 (8) 78.5 (5)

TOTAL 74.8 74.3 75.5 79.8 78.0 73.7 74.8 76.3 78.8

FEBRUARY 2000

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 662 77.6 1350 71.0 202 76.2 172 71.5 88 76.1 906 79.0 567 72.0

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

CO 585 77.3 703 73.3 273 69.6 104 89.4 8 87.5 593 81.1 361 75.3

DL 18040 80.0 1839 73.4 368 78.8 261 85.1 5715 83.3 1295 78.5 576 81.9

HP 156 53.2 223 53.4 146 40.4 H/ H/ 54 75.9 199 75.9

NW 494 73.3 452 65.5 331 76.1 191 70.7 25 80.0 494 76.9 290 68.6

TW 195 83.1 261 72.4 174 87.4 112 84.8 108 73.1 195 87.2 170 82.9

UA 607 77.8 1236 72.2 344 72.1 141 74.5 168 73.8 484 71.1 8230 78.9

US 853 74.3 2427 70.5 2234 75.2 8733 81.5 H/ 2485 79.1 203 77.3

WN H/ H/ 2675 80.2 H/ H/ H/ H/

TOTAL 21592 79.2 8491 71.0 6747 76.6 9714 81.3 6112 82.7 6506 78.6 10596
78.2

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 13642 82.4 400 76.5 914 67.8 508 71.1 896 79.4 924 73.3 2713 64.2

AS H/ H/ H/ H/ H/ 295 47.8 687 52.1

CO 569 79.3 303 82.5 5777 74.5 7985 78.6 H/ 491 69.0 568 63.4

DL 3561 81.9 319 78.4 803 70.7 319 67.4 927 76.6 783 79.6 1304 68.9

HP 199 67.8 117 50.4 261 55.9 174 48.3 203 44.3 2427 58.3 763 51.5

NW 411 67.2 9641 83.5 502 64.1 311 68.5 112 78.6 319 62.4 493 61.9

TW 259 83.0 170 84.1 170 76.5 112 78.6 746 81.0 174 68.4 286 73.4

UA 637 73.5 313 71.2 890 64.8 435 66.2 522 75.1 1140 63.4 5659 59.6

US 303 69.3 411 72.3 394 73.6 311 77.2 H/ 152 61.2 456 62.5

WN H/ 540 78.3 H/ 191 73.8 H/ 4217 71.1 3370 61.8

TOTAL 19581 81.3 12214 81.9 9711 71.6 10346 76.4 3406 76.2 10922 67.1
16299 61.4

FEBRUARY 2000

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 1565 69.3 646 81.3 3058 84.3 470 64.0 8502 69.3 310 71.9 620 72.1

AS H/ H/ H/ H/ H/ 1430 65.3 H/

CO 423 68.8 563 76.6 348 75.9 187 73.8 557 69.8 83 60.2 237 75.9

DL 2096 74.7 1933 80.5 435 74.3 348 67.8 779 63.9 580 83.4 658 76.0

HP H/ 62 54.8 58 55.2 145 43.4 228 59.6 174 68.4 141 55.3

NW 527 67.2 464 74.8 307 75.9 9287 79.6 744 64.9 116 67.2 448 74.6

TW 302 79.5 319 83.4 207 84.5 270 75.2 299 74.9 116 87.1 166 76.5

UA 829 68.4 654 81.0 505 76.0 609 63.9 11707 70.9 887 64.6 734 70.8

US 2299 72.1 1306 75.1 451 75.8 228 69.3 609 70.9 H/ 6206 72.3

WN H/ 1143 82.9 H/ H/ H/ 859 76.8 H/

TOTAL 8041 71.6 7090 79.3 5369 80.6 11544 76.9 23425 69.8 4555 70.7 9210
72.4

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 544 75.0 87 88.5 732 73.0 592 77.9 1206 51.8 174 72.4 305 75.7 435
85.7

AS 368 51.4 H/ 336 59.2 3331 61.3 519 46.6 H/ H/ H/

CO 311 73.6 103 77.7 231 73.2 228 74.1 394 54.6 108 75.0 112 80.4 422
76.5

DL 695 80.9 261 83.1 464 80.0 548 84.5 724 56.9 4345 80.7 288 74.7 906
82.6

HP 6130 69.2 H/ 286 56.6 203 64.5 315 39.0 128 63.3 58 46.6 58 51.7

NW 406 67.2 170 75.3 174 65.5 431 72.4 369 49.9 91 61.5 299 79.9 377
72.9

TW 174 79.9 141 73.8 145 77.2 174 82.8 174 59.2 87 77.0 9558 84.1 174
87.4

UA 981 62.3 172 69.2 1019 59.0 1196 69.6 6134 51.3 404 69.1 228 71.5 363
80.2

US 227 67.0 7156 78.5 145 59.3 145 72.4 348 63.8 H/ 284 75.7 1011 69.4

WN 4901 72.3 H/ 2194 66.6 1041 78.4 415 49.9 1000 74.0 2380 77.4 1296
80.3

TOTAL 14737 70.2 8090 78.4 5726 66.5 7889 69.4 10598 51.7 6337 77.9
13512 81.9 5042 78.0

> FEBRUARY 2000
>
> 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 79.7 81.5 J/ 81.6 85.6 J/ 100.0 86.2 73.6 75.4 92.9 68.2
> 93.0 89.0 65.0 72.4
>
> 700 - 759 AM 87.8 77.2 86.3 87.8 86.4 87.3 88.2 90.8 82.4 82.2 89.3
> 67.9 92.4 84.3 81.3 90.4
>
> 800 - 859 AM 87.1 81.0 84.8 89.8 88.3 83.9 83.9 86.2 84.9 83.6 86.6
> 59.3 85.5 78.8 77.4 92.8
>
> 900 - 959 AM 78.8 76.9 87.2 86.6 78.5 82.4 87.0 83.1 84.1 85.0 74.8 J/
> 78.1 70.5 79.9 87.7
>
> 1000 - 1059 AM 82.5 77.9 88.1 82.0 91.4 79.8 80.7 80.2 86.1 85.8 78.8
> 88.6 69.1 64.6 76.3 82.0
>
> 1100 - 1159 AM 82.7 72.9 82.6 83.3 82.5 79.5 81.2 83.4 81.3 82.1 76.2
> 82.8 70.6 60.6 75.7 82.2
>
> 1200 - 1259 PM 82.2 75.9 83.0 81.2 82.8 77.7 76.3 86.5 85.3 85.1 81.7
> J/ 71.6 57.9 78.7 78.2
>
> 100 - 159 PM 80.1 74.7 84.7 83.7 87.6 82.8 77.3 82.6 91.2 78.3 80.1
> 89.7 71.0 59.0 76.4 80.6
>
> 200 - 259 PM 80.1 69.2 80.6 78.3 87.3 85.7 80.1 81.3 83.4 73.6 72.4
> 83.3 72.2 58.9 73.8 82.3
>
> 300 - 359 PM 78.2 71.9 79.0 80.5 81.3 81.5 81.1 85.1 87.3 73.0 78.2
> 84.2 62.7 60.8 77.4 85.6
>
> 400 - 459 PM 74.8 67.8 75.9 79.3 78.2 78.9 79.3 82.4 82.0 62.5 77.2
> 78.9 63.0 57.5 72.2 82.5
>
> 500 - 559 PM 79.5 66.6 73.4 80.3 78.5 75.5 74.7 77.7 82.5 64.5 72.7
> 77.4 64.7 59.3 68.9 75.2
>
> 600 - 659 PM 75.6 63.0 71.1 78.4 78.9 73.5 71.4 78.7 80.1 55.2 69.7
> 76.0 60.3 54.1 62.4 77.6
>
> 700 - 759 PM 77.8 63.4 70.8 78.6 77.2 74.5 75.5 77.8 81.1 60.0 75.1
> 63.0 60.6 54.8 58.4 65.4
>
> 800 - 859 PM 75.2 65.7 65.0 68.5 70.7 76.2 68.0 75.0 77.5 63.3 68.6
> 69.9 57.2 57.2 58.7 77.8
>
> 900 - 959 PM 75.0 70.9 70.7 78.2 78.5 71.4 71.2 78.8 75.3 72.4 67.4
> 73.8 63.6 56.2 69.0 73.9
>
> 1000 - 1059 PM 78.1 69.4 70.8 75.2 75.0 68.4 71.6 72.1 78.4 65.7 69.5
> 71.9 61.0 55.9 73.4 73.7
>
> 1100 - 559 AM 76.9 72.5 66.2 73.8 88.5 73.4 71.5 80.8 76.9 74.4 63.6
> 76.6 56.4 65.3 67.9 76.3
>
> TOTAL, ALL ARRIVALS,
>
> BY AIRPORT 79.2 71.0 76.6 81.3 82.7 78.6 78.2 81.3 81.9 71.6 76.4 76.2
> 67.1 61.4 71.6 79.3
>
> ARRIVAL AIRPORT
>
> SCHEDULED
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> ARRIVAL TIME MIA MSP ORD PDX PHL PHX PIT SAN SEA SFO SLC STL TPA TOTAL
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\--
>
> 600 - 659 AM 78.2 86.8 83.2 J/ 85.1 J/ 85.6 J/ 62.1 80.6 J/ 86.8 67.7
> 82.7
>
> 700 - 759 AM 93.1 87.7 77.2 87.9 76.9 86.8 83.8 95.2 93.1 85.1 85.4
> 87.3 94.6 85.2
>
> 800 - 859 AM 82.8 80.9 80.0 85.3 74.4 87.4 78.3 88.8 87.9 76.4 94.9
> 87.9 89.0 83.7
>
> 900 - 959 AM 87.7 83.8 75.9 85.9 78.6 87.5 87.7 81.8 80.2 59.5 90.8
> 87.6 84.2 81.3
>
> 1000 - 1059 AM 88.8 75.3 72.8 79.4 81.6 75.0 81.1 76.4 75.5 54.4 80.4
> 84.1 85.6 77.9
>
> 1100 - 1159 AM 84.2 78.3 70.3 77.0 76.7 79.4 83.5 73.6 77.4 49.0 82.3
> 86.0 81.7 76.8
>
> 1200 - 1259 PM 81.1 78.2 70.3 80.1 70.8 73.6 83.3 69.1 72.7 43.1 78.3
> 87.3 82.8 75.9
>
> 100 - 159 PM 83.6 79.7 71.1 67.2 75.5 73.3 80.6 60.9 74.5 41.5 82.4
> 85.1 79.6 76.2
>
> 200 - 259 PM 82.2 74.5 63.8 61.5 74.9 73.3 78.1 54.5 70.6 41.7 76.0
> 85.2 81.5 74.4
>
> 300 - 359 PM 82.3 82.0 69.1 72.4 73.6 66.2 79.6 68.8 67.9 38.7 81.3
> 83.7 81.0 75.3
>
> 400 - 459 PM 80.3 73.3 64.9 72.7 72.2 65.1 78.6 59.2 68.2 46.0 72.7
> 82.1 80.2 72.9
>
> 500 - 559 PM 78.9 74.0 67.5 62.7 72.8 66.3 71.8 60.4 70.1 45.2 72.0
> 76.3 77.7 70.9
>
> 600 - 659 PM 74.3 65.0 65.6 67.6 64.8 62.0 82.4 64.0 62.5 48.1 67.2
> 72.0 69.0 68.8
>
> 700 - 759 PM 72.7 74.3 62.7 59.7 69.5 63.4 75.8 60.5 54.9 50.1 75.6
> 78.2 68.7 69.4
>
> 800 - 859 PM 77.8 68.9 61.4 67.2 67.0 59.5 73.4 56.4 63.6 50.2 76.3
> 74.7 77.2 67.1
>
> 900 - 959 PM 78.5 74.4 68.5 59.5 66.9 61.3 73.0 60.1 63.1 48.2 67.8
> 76.5 73.2 69.4
>
> 1000 - 1059 PM 77.2 75.6 74.7 65.1 70.2 63.8 80.8 62.1 61.2 51.0 67.0
> 67.6 69.5 68.9
>
> 1100 - 559 AM 75.0 76.6 78.1 70.1 73.0 62.9 75.9 70.7 67.6 61.2 65.9
> 71.0 77.3 70.8
>
> TOTAL, ALL ARRIVALS,
>
> BY AIRPORT 80.6 76.9 69.8 70.7 72.4 70.2 78.4 66.5 69.4 51.7 77.9 81.9
> 78.0 74.2
>
> FEBRUARY 2000
>
> 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 90.6 85.6 92.0 90.0 94.4 93.5 91.6 91.8 86.8 92.9 96.0
> 86.9 93.6 88.7 89.7 96.0
>
> 700 - 759 AM 88.4 85.6 90.4 94.3 87.8 86.9 88.7 89.4 86.2 91.4 91.7
> 83.2 93.0 85.4 87.3 95.5
>
> 800 - 859 AM 86.2 82.3 84.5 86.2 86.5 84.6 90.4 85.7 82.8 86.5 94.0
> 89.9 90.3 82.8 85.5 92.1
>
> 900 - 959 AM 83.6 82.0 85.0 88.3 88.8 85.4 87.5 84.5 82.5 85.6 85.7
> 92.0 73.5 74.6 82.3 91.0
>
> 1000 - 1059 AM 82.1 80.6 81.9 78.3 86.7 84.9 86.6 80.5 81.7 83.1 84.6
> 79.3 66.2 63.7 80.4 87.1
>
> 1100 - 1159 AM 80.3 81.6 86.3 81.0 87.6 85.0 79.7 76.5 82.2 84.0 82.1
> 91.1 69.7 65.0 79.2 84.7
>
> 1200 - 1259 PM 82.8 82.0 79.2 81.3 86.0 84.3 81.9 82.4 78.9 84.2 79.9
> 81.6 64.7 62.1 81.5 85.7
>
> 100 - 159 PM 82.7 78.3 79.3 81.9 87.9 84.7 79.5 83.6 83.2 84.7 85.6 J/
> 67.7 65.7 82.4 78.9
>
> 200 - 259 PM 78.4 80.7 78.4 88.7 86.6 82.7 78.3 80.5 81.1 80.2 83.7
> 86.2 67.4 67.0 78.4 80.4
>
> 300 - 359 PM 78.6 71.1 75.5 78.5 84.6 84.4 81.4 79.6 75.2 72.8 75.7
> 80.6 66.3 63.3 81.4 81.1
>
> 400 - 459 PM 76.8 75.3 70.3 77.5 79.8 85.4 78.7 80.4 80.6 73.1 79.9
> 80.6 57.5 65.7 80.6 82.8
>
> 500 - 559 PM 78.6 69.7 69.8 78.3 70.7 81.4 78.5 77.9 81.3 66.0 77.3
> 78.5 60.4 61.3 74.6 80.1
>
> 600 - 659 PM 75.7 70.6 71.0 77.7 76.5 77.8 74.8 75.3 77.7 67.9 73.9
> 74.2 55.5 61.1 75.3 76.6
>
> 700 - 759 PM 76.3 68.5 65.3 84.8 79.1 79.6 78.5 75.6 74.7 68.1 75.1
> 78.8 53.9 49.4 72.6 81.6
>
> 800 - 859 PM 79.2 70.0 72.6 76.4 80.3 80.2 74.3 74.2 77.6 66.1 74.3
> 59.3 50.5 56.6 71.7 76.2
>
> 900 - 959 PM 81.3 69.5 67.9 79.4 84.2 88.9 76.8 72.4 79.6 71.0 74.0
> 67.5 59.1 62.7 76.5 75.9
>
> 1000 - 1059 PM 80.7 J/ 72.0 82.8 79.9 J/ 64.3 81.4 73.6 82.4 69.0 89.7
> 70.7 79.5 J/ 82.8
>
> 1100 - 559 AM 84.0 93.1 96.6 68.0 J/ J/ 92.9 88.5 100.0 88.7 86.2 75.9
> 65.1 85.7 82.8 J/
>
> TOTAL, ALL DEPARTURES,
>
> BY AIRPORT 81.3 77.8 79.0 81.4 83.7 84.1 81.5 80.7 80.4 79.2 81.4 80.7
> 68.5 69.6 80.5 84.5
>
> DEPARTURE AIRPORT
>
> SCHEDULED
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> DEPARTURE TIME MIA MSP ORD PDX PHL PHX PIT SAN SEA SFO SLC STL TPA
> TOTAL
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\--
>
> 600 - 659 AM 92.4 87.9 87.9 91.1 92.2 93.4 91.2 92.5 89.6 89.1 94.9
> 93.5 93.3 90.6
>
> 700 - 759 AM 90.0 86.7 85.4 88.1 94.2 92.5 91.8 93.0 83.7 84.5 98.9
> 89.4 93.7 88.9
>
> 800 - 859 AM 88.1 82.0 79.3 88.8 80.6 85.1 81.9 83.7 87.8 79.1 90.3
> 86.9 91.1 85.1
>
> 900 - 959 AM 86.3 84.5 77.8 69.4 75.3 87.5 81.7 81.6 81.8 72.7 94.0
> 89.7 88.3 82.6
>
> 1000 - 1059 AM 83.6 78.0 78.2 78.7 83.5 77.3 84.6 72.0 76.9 57.7 86.8
> 87.5 87.1 79.6
>
> 1100 - 1159 AM 88.2 79.0 72.7 78.0 76.7 64.6 81.7 72.4 74.3 59.7 86.2
> 82.6 83.9 77.4
>
> 1200 - 1259 PM 79.3 76.1 75.9 83.9 79.2 69.2 89.8 69.8 80.7 56.3 61.8
> 85.1 79.1 77.9
>
> 100 - 159 PM 84.4 80.2 74.2 72.7 78.7 65.6 80.0 69.6 71.4 58.3 81.9
> 87.2 81.0 77.4
>
> 200 - 259 PM 87.7 80.5 70.6 69.7 71.9 73.1 81.5 56.7 77.5 54.1 87.2
> 85.2 70.2 76.8
>
> 300 - 359 PM 80.6 77.5 67.6 65.4 74.3 62.1 71.7 69.3 66.3 52.9 77.6
> 82.2 79.3 74.3
>
> 400 - 459 PM 77.7 78.1 69.5 71.7 76.6 61.2 78.8 66.8 73.1 49.5 79.3
> 85.0 77.6 73.6
>
> 500 - 559 PM 73.4 74.4 68.7 67.8 71.2 58.6 75.7 55.2 64.8 51.2 72.2
> 78.1 79.6 72.7
>
> 600 - 659 PM 76.5 73.4 64.7 63.2 71.5 59.5 78.5 56.8 57.1 48.0 76.1
> 73.4 77.6 70.6
>
> 700 - 759 PM 81.0 73.3 68.3 60.1 71.9 58.7 82.8 57.3 56.8 52.6 69.5
> 74.5 82.4 70.6
>
> 800 - 859 PM 69.5 75.9 68.1 56.3 76.5 56.5 76.0 50.0 50.2 53.0 80.2
> 76.1 68.7 71.2
>
> 900 - 959 PM J/ J/ 72.2 63.2 69.3 61.3 69.9 52.9 53.8 53.8 68.4 73.2
> 72.4 71.0
>
> 1000 - 1059 PM J/ 77.3 75.5 J/ J/ 62.1 80.3 90.1 75.0 68.0 79.7 78.3
> 74.7 77.3
>
> 1100 - 559 AM 93.1 89.7 84.0 92.2 94.8 83.2 93.1 98.3 85.7 78.3 82.5
> 80.2 96.6 78.6
>
> TOTAL, ALL DEPARTURES,
>
> BY AIRPORT 83.3 79.1 73.6 76.5 76.8 69.6 80.8 72.9 74.7 63.7 82.7 82.2
> 82.6 77.7
>
> FEBRUARY 2000
>
> 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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> UA 1946 MRY-SFO 1228 15 93.33 86 55
>
> AS 289 SFO-SEA 1834 16 87.50 44 39
>
> UA 2409 GEG-SFO 0800 15 86.67 59 62
>
> UA 2169 SEA-SFO 1323 15 86.67 59 57
>
> UA 2118 PHX-SFO 1140 15 86.67 52 27
>
> UA 343 SFO-MRY 1057 15 86.67 42 58
>
> HP 2805 PHX-SFO 1150 29 86.21 84 64
>
> HP 2878 ORD-LAS 2115 25 84.00 40 32
>
> HP 2803 PHX-SFO 0843 29 82.76 41 44
>
> AS 110 ANC-SEA 0030 28 82.14 9 6
>
> UA 2136 SAN-SFO 1749 15 80.00 64 38
>
> UA 2258 RNO-SFO 0944 15 80.00 61 56
>
> UA 2031 LAX-PHX 1336 15 80.00 51 47
>
> UA 147 ORD-SFO 1530 15 80.00 49 21
>
> UA 2022 LAX-SFO 0955 15 80.00 45 21
>
> UA 2432 ONT-SFO 1240 15 80.00 41 14
>
> UA 2610 LAS-LAX 1545 15 80.00 39 27
>
> UA 2686 LAX-TUS 1845 15 80.00 39 35

FEBRUARY 2000

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

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

ALASKA 424 18 4.2

AMERICA WEST 593 21 3.5

UNITED 2008 53 2.6

SOUTHWEST 2554 21 0.8

AMERICAN 2060 7 0.3

DELTA 2460 4 0.2

TRANS WORLD 747 0 0.0

CONTINENTAL 1126 0 0.0

NORTHWEST 1525 0 0.0

US AIRWAYS 2047 0 0.0

TOTAL 15544 124 0.8

> FEBRUARY 2000
>
> 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) 79.5 84.3 83 83 EAGLE, CO. (EGE) 66.3 79.8 326
> 327
>
> ALBANY, N.Y. (ALB) 74.9 85.4 913 910 EL PASO, TX. (ELP) 74.4 79.2
> 1,929 1,930
>
> ALBUQUERQUE, N.M. (ABQ) 76.9 82.0 2,845 2,845 ELMIRA, N.Y. (ELM) 81.5
> 88.9 108 108
>
> ALLENTOWN, PA. (ABE) 75.4 86.1 499 498 ERIE, PA. (ERI) 72.3 82.1 112
> 112
>
> AMARILLO, TX. (AMA) 76.6 85.3 381 381 EUGENE, OR. (EUG) 55.7 61.5 174
> 174
>
> ANCHORAGE, AK. (ANC) 65.2 72.7 1,398 1,394 FAIRBANKS, AK. (FAI) 69.2
> 81.1 380 380
>
> ASHEVILLE, N.C. (AVL) 81.9 89.7 116 116 FARGO, N.D. (FAR) 70.5 89.5
> 220 220
>
> ATLANTA, GA. (ATL) 79.2 81.3 21,592 21,603 FAYETTEVILLE, N.C. (FAY)
> 79.3 87.1 116 116
>
> AUGUSTA, GA. (AGS) 79.3 90.8 87 87 FLINT, MI. (FNT) 71.4 89.3 112 112
>
> AUSTIN, TX. (AUS) 78.4 84.9 3,248 3,256 FRESNO, CA. (FAT) 72.4 93.1 29
> 29
>
> BALTIMORE, MD. (BWI) 76.6 79.0 6,747 6,747 FT. LAUDERDALE, FL. (FLL)
> 76.3 82.2 3,706 3,705
>
> BARROW, AK. (BRW) 67.1 67.1 70 70 FT. MYERS, FL. (RSW) 79.9 87.1 1,365
> 1,361
>
> BATON ROUGE, LA. (BTR) 85.0 91.1 373 372 FT. WAYNE, IN. (FWA) 76.2
> 81.0 21 21
>
> BETHEL, AK. (BET) 65.1 65.1 83 83 GRAND FORKS, N.D. (GFK) 75.9 88.0
> 108 108
>
> BILLINGS, MT. (BIL) 73.6 81.9 231 232 GRAND RAPIDS, MI. (GRR) 72.9
> 87.1 706 706
>
> BINGHAMTON, N.Y. (BGM) 60.9 74.7 87 87 GREAT FALLS, MT. (GTF) 88.7
> 88.7 203 203
>
> BIRMINGHAM, AL. (BHM) 85.3 86.7 1,629 1,626 GREEN BAY, WI. (GRB) 70.4
> 83.0 223 223
>
> BISMARCK, N.D. (BIS) 75.9 87.5 112 112 GREENSBORO/HIGH PT., N.C. (GSO)
> 78.6 85.7 1,187 1,185
>
> BOISE, ID. (BOI) 71.8 76.6 882 883 GREENVILLE/SPARTBG., S.C. (GSP)
> 84.7 90.1 556 556
>
> BOSTON, MA. (BOS) 71.0 77.8 8,491 8,461 GULFPORT/BILOXI, MS. (GPT)
> 88.5 97.7 87 87
>
> BOZEMAN, MT. (BZN) 66.7 85.8 156 155 GUNNISON, CO. (GUC) 69.4 88.7 62
> 62
>
> BRISTOL, TN. (TRI) 80.4 85.7 112 112 HARLINGEN, TX. (HRL) 80.7 85.2
> 332 332
>
> BROWNSVILLE, TX. (BRO) 33.3 33.3 3 3 HARRISBURG, PA. (MDT) 80.1 88.3
> 609 609
>
> BUFFALO, N.Y. (BUF) 74.5 79.9 1,371 1,370 HARTFORD, CT./SPGFLD, MA.
> (BDL) 76.7 82.8 2,715 2,743
>
> BURBANK, CA. (BUR) 62.1 68.4 2,147 2,148 HELENA, MT. (HLN) 82.8 87.9
> 58 58
>
> BURLINGTON, VT. (BTV) 70.9 79.3 203 203 HONOLULU, OAHU, HI. (HNL) 67.2
> 88.1 981 980
>
> CEDAR RAPIDS/IOWA CTY,IA. (CID) 77.1 83.0 454 454 HOUSTON, TX. (HOU)
> 80.1 76.5 4,509 4,508
>
> CHARLESTON, S.C. (CHS) 82.9 90.3 525 526 HOUSTON, TX. (IAH) 76.4 81.4
> 10,346 10,348
>
> CHARLESTON, W.V. (CRW) 78.4 89.2 111 111 HUNTSVILLE/DECATUR, AL. (HSV)
> 78.6 88.9 486 487
>
> CHARLOTTE, N.C. (CLT) 81.3 81.4 9,714 9,713 INDIANAPOLIS, IN. (IND)
> 76.6 83.8 2,747 2,748
>
> CHATTANOOGA, TN. (CHA) 79.5 86.7 83 83 INDIO/PALM SPRINGS, CA. (PSP)
> 63.7 72.3 608 607
>
> CHICAGO, IL. (MDW) 75.8 76.4 4,375 4,376 ISLIP/LONG IS., N.Y. (ISP)
> 86.9 88.7 442 442
>
> CHICAGO, IL. (ORD) 69.8 73.6 23,425 23,422 ITHACA, N.Y. (ITH) 71.3
> 88.9 108 108
>
> CINCINNATI, OH. (CVG) 82.7 83.7 6,112 6,114 JACKSON/VICKSBURG, MS.
> (JAN) 86.8 88.9 703 711
>
> CLEVELAND, OH. (CLE) 75.8 83.2 4,604 4,605 JACKSON, WY. (JAC) 58.9
> 66.1 124 124
>
> COLORADO SPRINGS, CO. (COS) 75.2 84.8 968 969 JACKSONVILLE, FL. (JAX)
> 78.8 84.8 1,911 1,911
>
> COLUMBIA, S.C. (CAE) 80.7 86.7 398 398 JUNEAU, AK. (JNU) 69.7 74.8 290
> 290
>
> COLUMBUS, OH. (CMH) 77.3 83.7 2,750 2,718 KAHULUI, MAUI, HI. (OGG)
> 69.9 87.3 236 236
>
> CORDOVA, AK. (CDV) 72.4 69.0 58 58 KALAMAZOO, MI. (AZO) 76.7 83.6 116
> 116
>
> CORPUS CHRISTI, TX. (CRP) 82.4 88.1 244 244 KALISPELL, MT. (FCA) 81.9
> 91.4 116 116
>
> DALLAS/FT. WORTH, TX. (DAL) 80.8 79.3 3,731 3,731 KANSAS CITY, MO.
> (MCI) 79.4 82.6 4,750 4,750
>
> DALLAS/FT. WORTH, TX. (DFW) 81.3 80.7 19,581 19,563 KETCHIKAN, AK.
> (KTN) 70.7 79.9 174 174
>
> DAYTON, OH. (DAY) 78.2 83.6 920 921 KING SALMON, AK. (AKN) 58.8 52.9
> 17 17
>
> DAYTONA BEACH, FL. (DAB) 79.9 85.6 174 174 KNOXVILLE, TN. (TYS) 78.9
> 86.2 507 506
>
> DEADHORSE, AK. (SCC) 47.1 52.9 34 34 KODIAK, AK. (ADQ) 56.9 63.8 58 58
>
> DENVER, CO. (DEN) 78.2 81.5 10,596 10,604 KONA, HAWAII., HI. (KOA)
> 60.3 82.8 58 58
>
> DES MOINES, IA. (DSM) 78.5 89.7 535 535 KOTZEBUE, AK. (OTZ) 61.4 70.0
> 70 70
>
> DETROIT, MI. (DTW) 81.9 80.4 12,214 12,210 LA CROSSE, WI. (LSE) 75.9
> 83.3 54 54
>
> DILLINGHAM, AK. (DLG) 52.9 52.9 17 17 LANSING, MI. (LAN) 70.1 85.6 174
> 174
>
> DULUTH, MN. (DLH) 68.4 75.9 79 79 LAS VEGAS, NV. (LAS) 67.1 68.5
> 10,922 10,920
>
> DURANGO, CO. (DRO) 78.8 93.9 33 33 LEXINGTON/FRKFT, KY. (LEX) 73.7
> 86.4 285 279
>
> DUTCH HARBOR, AK. (DUT) 41.4 32.8 58 58 LIHUE, KAUAI, HI. (LIH) 67.6
> 89.2 37 37
>
> FEBRUARY 2000
>
> 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) 80.3 86.8 228 228 ROCHESTER, MN. (RST) 65.5 80.4
> 148 148
>
> LITTLE ROCK, AR. (LIT) 81.1 85.8 1,070 1,070 ROCHESTER, N.Y. (ROC)
> 74.1 81.1 1,142 1,142
>
> LONG BEACH, CA. (LGB) 73.7 83.2 304 304 SACRAMENTO, CA. (SMF) 70.3
> 74.7 2,905 2,905
>
> LOS ANGELES, CA. (LAX) 61.4 69.6 16,299 16,298 SAGINAW, MI. (MBS) 71.0
> 83.5 303 303
>
> LOUISVILLE, KY. (SDF) 78.9 86.3 1,802 1,799 SALT LAKE CITY, UT. (SLC)
> 77.9 82.7 6,337 6,337
>
> LUBBOCK, TX. (LBB) 80.8 86.6 469 469 SAN ANTONIO, TX. (SAT) 78.5 84.3
> 3,032 3,030
>
> MADISON, WI. (MSN) 75.3 86.3 365 365 SAN DIEGO, CA. (SAN) 66.5 72.9
> 5,726 5,728
>
> MANCHESTER, N.H. (MHT) 73.8 77.6 1,087 1,087 SAN FRANCISCO, CA. (OAK)
> 66.9 68.9 4,389 4,389
>
> MEDFORD, OR. (MFR) 60.3 68.1 116 116 SAN FRANCISCO, CA. (SFO) 51.7
> 63.7 10,598 10,595
>
> MELBOURNE, FL. (MLB) 85.3 93.1 116 116 SAN JOSE, CA. (SJC) 67.0 71.8
> 5,005 5,005
>
> MEMPHIS, TN. (MEM) 86.0 84.3 4,009 4,006 SAN JUAN, P.R. (SJU) 80.1
> 84.2 2,033 2,031
>
> MIAMI, FL. (MIA) 80.6 83.3 5,369 5,366 SANTA BARBARA, CA. (SBA) 57.3
> 64.7 218 218
>
> MIDLAND/ODESSA, TX. (MAF) 78.0 87.4 436 436 SARASOTA/BRAD., FL. (SRQ)
> 78.7 84.8 475 474
>
> MILWAUKEE, WI. (MKE) 73.6 83.4 1,305 1,305 SAVANNAH, GA. (SAV) 81.0
> 87.4 406 406
>
> MINNEAPLS/ST.P, MN. (MSP) 76.9 79.1 11,544 11,543
> SCRANTON/WILKES-BARRE,PA. (AVP) 74.5 84.1 145 145
>
> MINOT, N.D. (MOT) 83.9 86.2 87 87 SEATTLE, WA. (SEA) 69.4 74.7 7,889
> 7,890
>
> MISSION/MCALLEN, TX. (MFE) 78.4 83.1 278 278 SHREVEPORT, LA. (SHV)
> 83.0 85.5 311 310
>
> MISSOULA, MT. (MSO) 76.6 87.6 145 145 SIOUX CITY, IA. (SUX) 75.9 92.6
> 54 54
>
> MOBILE,AL./PASCAGOULA,MS. (MOB) 83.9 85.0 348 346 SIOUX FALLS, S.D.
> (FSD) 82.3 89.0 300 300
>
> MOLINE, IL. (MLI) 83.7 87.2 141 141 SITKA, AK. (SIT) 70.1 87.4 87 87
>
> MONROE, LA. (MLU) 83.2 86.8 173 174 SOUTH BEND, IN. (SBN) 78.6 85.5
> 220 220
>
> MONTEREY, CA. (MRY) 50.0 58.6 58 58 SPOKANE, WA. (GEG) 69.9 80.0 968
> 969
>
> MONTGOMERY, AL. (MGM) 83.9 85.1 87 87 SPRINGFIELD, MO. (SGF) 89.2 91.0
> 166 166
>
> MONTROSE, CO. (MTJ) 73.3 91.1 45 45 ST. CROIX, V.I. (STX) 82.8 89.7 58
> 58
>
> MYRTLE BEACH, S.C. (MYR) 74.4 86.4 176 176 ST. LOUIS, MO. (STL) 81.9
> 82.2 13,512 13,518
>
> NASHVILLE, TN. (BNA) 80.7 81.8 4,442 4,441 ST. THOMAS, V.I. (STT) 75.8
> 85.5 256 256
>
> NEW ORLEANS, LA. (MSY) 78.7 83.8 3,965 3,966 STEAMBOAT SPRINGS, CO.
> (HDN) 75.1 85.3 189 190
>
> NEW YORK, N.Y. (JFK) 76.2 80.7 3,406 3,422 SYRACUSE, N.Y. (SYR) 73.9
> 85.4 908 906
>
> NEW YORK, N.Y. (LGA) 71.6 80.5 8,041 8,046 TALLAHASSEE, FL. (TLH) 79.3
> 84.5 174 174
>
> NEWARK, N.J. (EWR) 71.6 79.2 9,711 9,755 TAMPA, FL. (TPA) 78.0 82.6
> 5,042 5,038
>
> NEWBURGH, N.Y. (SWF) 70.1 81.6 87 87 TOLEDO, OH. (TOL) 84.3 92.8 83 83
>
> NOME, AK. (OME) 56.0 56.0 75 75 TRAVERSE CITY, MI. (TVC) 70.7 81.0 58
> 58
>
> NORFOLK/VA. BEACH, VA. (ORF) 78.1 86.1 1,239 1,238 TUCSON, AZ. (TUS)
> 71.4 78.7 1,710 1,710
>
> OKLAHOMA CITY, OK. (OKC) 77.9 83.8 1,642 1,640 TULSA, OK. (TUL) 80.3
> 84.6 1,556 1,554
>
> OMAHA, NE. (OMA) 77.6 85.7 1,343 1,342 VALPARAISO, FL. (VPS) 87.4 98.9
> 87 87
>
> ONTARIO, CA. (ONT) 66.4 73.6 2,764 2,764 WASHINGTON, D.C. (DCA) 78.6
> 84.1 6,506 6,519
>
> ORANGE COUNTY, CA. (SNA) 70.5 77.6 3,547 3,547 WASHINGTON, D.C. (IAD)
> 78.7 83.2 6,145 6,144
>
> ORLANDO, FL. (MCO) 79.3 84.5 7,090 7,074 WEST PALM BEACH, FL. (PBI)
> 74.2 82.0 1,987 1,988
>
> PASCO, WA. (PSC) 79.3 87.9 116 116 WHITE PLAINS, N.Y. (HPN) 67.4 72.3
> 371 372
>
> PENSACOLA, FL. (PNS) 81.6 83.6 463 464 WICHITA, KS. (ICT) 78.0 88.4
> 481 481
>
> PETERSBURG, AK. (PSG) 69.0 74.1 58 58 WILMINGTON, N.C. (ILM) 79.9 88.5
> 174 174
>
> PHILADELPHIA, PA. (PHL) 72.4 76.8 9,210 9,209 WRANGELL, AK. (WRG) 70.7
> 75.9 58 58
>
> PHOENIX, AZ. (PHX) 70.2 69.6 14,737 14,735 YAKUTAT, AK. (YAK) 69.0
> 74.1 58 58
>
> PITTSBURGH, PA. (PIT) 78.4 80.8 8,090 8,085
>
> PORTLAND, ME. (PWM) 73.5 82.3 457 457
>
> PORTLAND, OR. (PDX) 70.7 76.5 4,555 4,561
>
> PROVIDENCE, R.I. (PVD) 77.7 82.3 1,903 1,903
>
> RALEIGH/DURHAM, N.C. (RDU) 77.4 84.3 2,893 2,896
>
> RAPID CITY, S.D. (RAP) 78.3 85.5 83 83
>
> RENO, NV. (RNO) 67.9 72.1 2,761 2,759
>
> RICHMOND, VA. (RIC) 77.6 84.7 1,374 1,375
>
> ROANOKE, VA. (ROA) 71.3 76.4 195 195

FEBRUARY 2000

AIR TRAVEL CONSUMER REPORT

TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS

BY CARRIER

AT 29 REPORTABLE AIRPORTS B/ AT ALL REPORTED AIRPORTS C/

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

NUMBER OF FLIGHT FLIGHT PERCENT OF NUMBER OF FLIGHT FLIGHT PERCENT OF

AIRPORTS OPERATIONS OPERATIONS OPERATIONS AIRPORTS OPERATIONS OPERATIONS
OPERATIONS

CARRIER A/ REPORTED SCHEDULED CANCELLED CANCELLED REPORTED SCHEDULED
CANCELLED CANCELLED

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

ALASKA S/ 7 6970 598 8.6 34 12019 1061 8.8

AMERICA WEST S/ 25 12909 727 5.6 49 16934 977 5.8

UNITED S/ 29 47233 2733 5.8 104 62029 3305 5.3

AMERICAN S/ 29 43183 2262 5.2 95 58072 2763 4.8

US AIRWAYS S/ 25 39377 1233 3.1 88 57935 1909 3.3

NORTHWEST S/ 29 28274 899 3.2 117 42887 1318 3.1

DELTA S/ 29 51190 1613 3.2 116 71090 2139 3.0

TRANS WORLD S/ 29 15439 323 2.1 78 21261 441 2.1

CONTINENTAL S/ 28 22627 365 1.6 82 31546 502 1.6

SOUTHWEST S/ 14 26222 302 1.2 56 70726 773 1.1

T O T A L 293424 11055 3.8 444499 15188 3.4

**[FOOTNOTES FOR TABLES 1 THROUGH 6 (FLIGHT DELAYS) AND 8
(CANCELLATIONS)]{.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                                     |
+-----------------------------------------------------------------------+

FEBRUARY

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

  ----- ------------- ---------------------- --- ------------------------
                      ***FEBRUARY 2000***        ***FEBRUARY 1999***

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

<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>FEB. 2000</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>

  ------ ------------------- -- ------------- ---------------- ---------- --- ------------- ---------------- ----------
  1      ***Alaska***           3,081         862,487          **3.57**       5,114         820,969          **6.23**

  2      ***Delta***            31,287        7,668,531        **4.08**       31,228        7,354,276        **4.25**

  3      ***Southwest***        21,971        5,322,767        **4.13**       19,472        4,635,465        **4.20**

  4      ***US Airways***       17,279        4,011,676        **4.31**       21,467        4,055,758        **5.29**

  5      ***Continental***      12,024        2,762,525        **4.35**       11,493        2,683,283        **4.28**

  6      ***TWA***              8,600         1,812,856        **4.74**       7,625         1,700,448        **4.48**

  7      ***Northwest***        16,981        3,531,783        **4.81**       16,296        3,235,165        **5.04**

  8      ***American***         26,420        5,099,497        **5.18**       18,529        3,996,287        **4.64**

  9      ***America West***     7,892         1,394,446        **5.66**       4,662         1,326,111        **3.52**

  10     ***United***           37,909        5,641,482        **6.72**       42,837        5,555,999        **7.71**

                                                                                                             

         **Total**              **183,444**   **38,108,050**   **4.81**       **178,723**   **35,363,761**   **5.05**
  ------ ------------------- -- ------------- ---------------- ---------- --- ------------- ---------------- ----------

**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
                  1999***                       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="oct.-dec.-99" class="heading">OCT.-DEC. ‘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>

  ---- ------------------- ------------- ----------- ----------------- ---------- ---- ------------- ------------ ----------------- ----------
  1    ***Northwest***     18,652        150         12,697,747        **0.12**        21,898        277          11,924,507        **0.23**

                                                                                                                                    

  2    ***Delta***         35,040        377         24,946,036        **0.15**        43,846        3,810        24,795,631        **1.54**

                                                                                                                                    

  3    ***TWA***           13,392        151         6,063,236         **0.25**        5,214         694          5,423,028         **1.28**

                                                                                                                                    

  4    ***US Airways***    20,601        537         13,645,066        **0.39**        14,663        276          13,828,432        **0.20**

                                                                                                                                    

  5    ***American***      56,106        851         19,117,505        **0.45**        57,954        1,075        18,010,537        **0.60**

                                                                                                                                    

  6    ***Continental***   16,696        493         9,935,520         **0.50**        21,654        199          9,354,140         **0.21**

                                                                                                                                    

  7    ***Alaska***        5,721         221         3,291,358         **0.67**        4,998         363          3,208,547         **1.13**

                                                                                                                                    

  8    ***Southwest***     18,997        2,187       16,789,416        **1.30**        20,399        2,094        14,848,313        **1.41**

                                                                                                                                    

  9    ***America West***  17,459        702         4,881,725         **1.44**        13,021        538          4,425,724         **1.22**

                                                                                                                                    

  10   ***United\*\****    36,048        3,079       19,963,617        **1.54**        41,139        1,695        19,908,771        **0.85**

                                                                                                                                    

       **TOTAL**           **238,712**   **8,748**   **131,331,226**   **0.67**        **244,786**   **11,021**   **125,727,630**   **0.88**
  ---- ------------------- ------------- ----------- ----------------- ---------- ---- ------------- ------------ ----------------- ----------

\*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.*

\*\*United's totals for October thru December 1998 have been changed
from those originally published to reflect a correction of the data
initially submitted

by United for 4^th^ Q 1998. United has subsequently advised us that it
may not have correctly reported those passengers who were involuntarily
denied

boarding prior to the 4^th^ Q of 1999. Therefore, the data in this
report may reflect an inaccurate rate of passengers denied boarding
involuntarily by

United for those individual reporting periods and for calendar years
1998 and 1999. United has advised us that its 4^th^ Q 1999 denied
boarding data

are accurate.

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

***January-December***

***PASSENGERS DENIED BOARDING***

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

  --------------- -------------------------- -- --------------------------
                  ***JANUARY-DECEMBER           ***JANUARY-DECEMBER
                  1999***                       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.-dec.-99" class="heading">JAN.-DEC. ‘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>

  ---- ------------------- --------------- ------------ ----------------- ---------- ---- --------------- ------------ ----------------- ----------
  1    ***Northwest***     87,225          922          51,071,787        **0.18**        120,045         1,394        46,025,183        **0.30**

                                                                                                                                         

  2    ***Continental***   63,944          1,332        39,432,089        **0.34**        76,167          574          42,352,892        **0.14**

                                                                                                                                         

  3    ***American***      248,225         3,129        73,550,598        **0.43**        221,826         3,387        73,618,441        **0.46**

                                                                                                                                         

  4    ***US Airways***    80,750          2,839        54,162,381        **0.52**        81,830          1,267        56,564,712        **0.22**

                                                                                                                                         

  5    ***TWA***           66,344          1,803        24,780,273        **0.73**        50,005          6,039        23,132,879        **2.61**

                                                                                                                                         

  6    ***United\*\****    138,233         7,249        80,217,857        **0.90**        151,413         5,237        79,813,016        **0.66**

                                                                                                                                         

  7    ***Alaska***        23,649          1,239        13,604,018        **0.91**        24,530          1,822        13,028,998        **1.40**

                                                                                                                                         

  8    ***Southwest***     78,772          9,003        65,348,225        **1.38**        81,201          10,230       59,053,217        **1.73**

                                                                                                                                         

  9    ***America West***  58,550          2,651        19,042,148        **1.39**        49,811          2,074        18,174,910        **1.14**

                                                                                                                                         

  10   ***Delta***         178,747         15,607       101,872,066       **1.53**        233,732         13,449       102,405,802       **1.31**

                                                                                                                                         

       **TOTAL**           **1,024,439**   **45,774**   **523,081,442**   **0.88**        **1,090,560**   **45,473**   **514,170,050**   **0.88**
  ---- ------------------- --------------- ------------ ----------------- ---------- ---- --------------- ------------ ----------------- ----------

\*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.*

\*\*United's totals for January thru December 1998 have been changed
from those originally published to reflect a correction of the data
initially submitted

by United for 4^th^ Q 1998. United has subsequently advised us that it
may not have correctly reported those passengers who were involuntarily
denied

boarding prior to the 4^th^ Q of 1999. Therefore, the data in this
report may reflect an inaccurate rate of passengers denied boarding
involuntarily by

United for those individual reporting periods and for calendar years
1998 and 1999.

**[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
>
> FEBRUARY 2000 FEBRUARY 1999
>
> COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
> COMPLIMENTS INFO REQUESTS
>
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> U.S. AIRLINES 1693 172 13 89 847 39 1 55
>
> FOREIGN AIRLINES 201 2 0 8 73 0 0 0
>
> TRAVEL AGENTS 19 0 0 0 3 0 0 0
>
> TOUR OPERATORS 17 0 0 0 32 0 0 0
>
> MISCELLANEOUS\* 69 78 0 15 60 7 0 17
>
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> INDUSTRY TOTALS 1999 252 13 112 1015 46 1 72
>
> \* EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, COMPLAINTS AGAINST "CARGO
> COMPANIES" (FORMERLY A SEPARATE GROUPING) ARE INCLUDED\
> WITH THE "MISCELLANEOUS" GROUPING.
>
> TABLE 2
>
> AIR TRAVEL CONSUMER REPORT
>
> COMPLAINT CATEGORIES \*
>
> FEBRUARY 2000 FEBRUARY 1999
>
> SUB SUB
>
> RANKING COMPLAINTS\*\* CATEGORY RANKING COMPLAINTS\*\* CATEGORY
>
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> FLIGHT PROBLEMS\...\...\... 1 711 1 342
>
> DELAYS\...\...\...\.... 260 103
>
> CANCELLATIONS\...\... 238 126
>
> MISCONNECTIONS\..... 90 32
>
> CUSTOMER SERVICE\...\..... 2 366 2 168
>
> BAGGAGE\...\...\...\...\..... 3 310 3 157
>
> REZ/TICKETING/BOARDING.. 4 168 4 94
>
> REFUNDS\...\...\...\...\..... 5 108 5 76
>
> FARES\...\...\...\...\...\.... 6 93 7 34
>
> DISABILITY\...\...\...\..... 7 89 9 33
>
> OTHER\...\...\...\...\...\.... 8 79 6 65
>
> FREQUENT FLYER\..... 36 30
>
> OVERSALES\...\...\...\...\... 9 62 8 34
>
> TOURS\...\...\...\...\...\.... 10 7 10 7
>
> ADVERTISING\...\...\...\.... 11 5 11 4
>
> \-\-\-- \-\-\--
>
> COMPLAINT TOTAL 1999 1015
>
> NOTE: EFFECTIVE WITH THE SEPTEMBER 1999 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-CATEGORIES.
>
> TABLE 3
>
> AIR TRAVEL CONSUMER REPORT
>
> COMPLAINTS AGAINST U.S.AIRLINES
>
> BY COMPLAINT CATEGORY \*
>
> FEBRUARY 2000
>
> 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
>
> AIRTRAN AIRWAYS 30 3 3 1 4 7 7 0 0 0 2 57
>
> ALASKA AIRLINES 9 0 1 2 0 7 1 3 0 1 1 25
>
> AMERICA WEST AIRLINES 75 8 5 1 5 18 19 4 0 0 5 140
>
> AMERICAN AIRLINES 115 17 21 9 13 46 60 12 0 0 10 303
>
> AMERICAN EAGLE 15 0 3 1 0 4 7 0 0 0 0 30
>
> AMERICAN TRANS AIR 16 0 5 0 0 3 4 2 0 0 1 31
>
> ATLANTIC SOUTHEAST AIRLINES 1 0 1 0 0 1 1 0 0 0 1 5
>
> COMAIR 10 1 0 0 0 4 1 1 0 0 0 17
>
> CONTINENTAL AIRLINES 28 7 10 3 3 23 31 10 1 0 5 121
>
> DELTA AIR LINES 50 4 15 12 5 19 23 18 1 0 11 158
>
> DELTA CONNECTION 5 0 0 0 0 0 0 1 0 0 0 6
>
> EASTWIND AIRLINES 0 0 1 0 6 0 0 0 0 0 0 7
>
> FRONTIER AIRLINES 2 0 3 0 0 1 2 1 0 0 0 9
>
> GREAT LAKES AVIATION 4 0 0 0 1 0 0 0 0 0 0 5
>
> HAWAIIAN AIRLINES 2 1 2 0 2 0 2 0 0 0 2 11
>
> HORIZON AIRLINES 4 0 0 0 0 2 1 0 0 0 0 7
>
> MESA AIRLINES 2 1 0 0 0 0 2 0 0 0 0 5
>
> MIDWAY AIRLINES 2 1 0 0 0 2 2 0 0 0 0 7
>
> NATIONAL AIRLINES 3 0 1 0 0 0 4 0 0 0 0 8
>
> NORTHWEST AIRLINES 46 3 11 8 8 18 19 7 0 0 5 125
>
> PRO AIR 13 0 0 0 1 2 0 0 0 0 0 16
>
> RYAN INTERNATIONAL AIRLINES 3 0 3 0 0 0 0 0 0 0 0 6
>
> SOUTHWEST AIRLINES 5 0 4 2 2 6 4 4 0 0 3 30
>
> SPIRIT AIRLINES 14 0 4 1 2 2 3 0 0 0 1 27
>
> SUN COUNTRY AIRLINES 2 0 0 0 0 0 4 0 1 0 0 7
>
> TOWER AIR 35 0 0 2 1 3 14 0 0 1 3 59
>
> TRANS STATES AIRLINES 4 0 0 0 0 0 1 0 0 0 0 5
>
> TRANS WORLD AIRLINES 10 6 9 2 6 12 12 4 0 0 2 63
>
> TRANS WORLD EXPRESS 3 0 0 0 0 1 0 0 0 0 1 5
>
> UNITED AIRLINES 70 4 22 7 4 35 59 13 2 0 13 229
>
> UNITED EXPRESS 9 0 0 0 0 1 2 0 0 0 1 13
>
> US AIRWAYS 36 1 8 11 1 14 23 3 0 0 1 98
>
> US AIRWAYS EXPRESS 8 0 1 0 0 1 0 1 0 0 1 12
>
> VANGUARD AIRLINES 6 0 1 0 2 1 1 0 0 0 0 11
>
> OTHER U.S. AIRLINES 12 0 3 0 11 5 3 1 0 0 0 35
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\--
>
> FEBRUARY 2000 649 57 137 62 77 238 312 85 5 2 69 1693
>
> \% OF TOTAL COMPLAINTS 38.3 3.4 8.1 3.7 4.5 14.1 18.4 5.1 0.3 0.1 4.1
>
> FEBRUARY 1999 301 28 76 30 55 124 148 26 4 4 51 847
>
> \% OF TOTAL COMPLAINTS 35.5 3.3 8.9 3.5 6.5 14.6 17.5 3.1 0.5 0.5 6.0
>
> \*EFFECTIVE WITH THE SEPTEMBER 1999 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
>
> FEBRUARY 2000
>
> 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 FEB. FEB. PERCENT JAN. PERCENT MONTHS PERCENT
> DATE PERCENT
>
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> AIRTRAN AIRWAYS 57 13 22.81 25 43.86 15 26.32 4 7.02
>
> ALASKA AIRLINES 25 6 24.00 3 12.00 10 40.00 6 24.00
>
> AMERICA WEST AIRLINES 140 59 42.14 27 19.29 44 31.43 10 7.14
>
> AMERICAN AIRLINES 303 75 24.75 85 28.05 113 37.29 30 9.90
>
> AMERICAN EAGLE 30 8 26.67 13 43.33 8 26.67 1 3.33
>
> AMERICAN TRANS AIR 31 12 38.71 8 25.81 9 29.03 2 6.45
>
> ATLANTIC SOUTHEAST AIRLINES 5 1 20.00 4 80.00 0 0.00 0 0.00
>
> COMAIR 17 5 29.41 2 11.76 9 52.94 1 5.88
>
> CONTINENTAL AIRLINES 121 26 21.49 44 36.36 42 34.71 9 7.44
>
> DELTA AIR LINES 158 37 23.42 45 28.48 56 35.44 20 12.66
>
> DELTA CONNECTION 6 2 33.33 1 16.67 3 50.00 0 0.00
>
> EASTWIND AIRLINES 7 0 0.00 1 14.29 6 85.71 0 0.00
>
> FRONTIER AIRLINES 9 4 44.44 3 33.33 1 11.11 1 11.11
>
> GREAT LAKES AVIATION 5 0 0.00 2 40.00 3 60.00 0 0.00
>
> HAWAIIAN AIRLINES 11 1 9.09 0 0.00 7 63.64 3 27.27
>
> HORIZON AIRLINES 7 2 28.57 0 0.00 5 71.43 0 0.00
>
> MESA AIRLINES 5 0 0.00 5 100.00 0 0.00 0 0.00
>
> MIDWAY AIRLINES 7 3 42.86 3 42.86 1 14.29 0 0.00
>
> NATIONAL AIRLINES 8 4 50.00 3 37.50 1 12.50 0 0.00
>
> NORTHWEST AIRLINES 125 29 23.20 37 29.60 51 40.80 8 6.40
>
> PRO AIR 16 3 18.75 5 31.25 7 43.75 1 6.25
>
> RYAN INTERNATIONAL AIRLINES 6 0 0.00 6 100.00 0 0.00 0 0.00
>
> SOUTHWEST AIRLINES 30 13 43.33 7 23.33 9 30.00 1 3.33
>
> SPIRIT AIRLINES 27 10 37.04 6 22.22 9 33.33 2 7.41
>
> SUN COUNTRY AIRLINES 7 0 0.00 3 42.86 0 0.00 4 57.14
>
> TOWER AIR 59 18 30.51 9 15.25 30 50.85 2 3.39
>
> TRANS STATES AIRLINES 5 2 40.00 3 60.00 0 0.00 0 0.00
>
> TRANS WORLD AIRLINES 63 12 19.05 15 23.81 30 47.62 6 9.52
>
> TRANS WORLD EXPRESS 5 1 20.00 4 80.00 0 0.00 0 0.00
>
> UNITED AIRLINES 229 53 23.14 56 24.45 89 38.86 31 13.54
>
> UNITED EXPRESS 13 6 46.15 1 7.69 5 38.46 1 7.69
>
> US AIRWAYS 98 31 31.63 29 29.59 22 22.45 16 16.33
>
> US AIRWAYS EXPRESS 12 5 41.67 2 16.67 4 33.33 1 8.33
>
> VANGUARD AIRLINES 11 5 45.45 0 0.00 3 27.27 3 27.27
>
> OTHER U.S. AIRLINES 35 6 17.14 11 31.43 14 40.00 4 11.43
>
> \-\-\-- \-\-\-- \-\-\-\-- \-\-\-- \-\-\-\-- \-\-\-- \-\-\-\-- \-\-\--
> \-\-\-\--
>
> TOTALS 1693 452 26.70 468 27.64 606 35.79 167 9.86
>
> PRIOR YEAR\'S TOTALS 847 182 21.49 294 34.71 343 40.50 28 3.31
>
> 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 \*
>
> FEBRUARY 2000
>
> FLIGHT OVER- RES/TKTG/ CUSTOMER ADVER-
>
> PROBLEMS SALES BOARDING FARES REFUNDS BAGGAGE SERVICE DISABILITY
> TISING TOURS OTHER TOTAL
>
> FOREIGN AIRLINES
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> AIR AFRIQUE 0 0 0 0 0 4 1 0 0 0 0 5
>
> AIR CANADA 7 1 1 1 1 3 4 0 0 0 1 19
>
> AIR FRANCE 3 2 3 0 4 3 2 0 0 0 0 17
>
> ALLEGRO AIRLINES 9 0 0 0 0 0 5 0 0 0 4 18
>
> BRITISH AIRWAYS 7 0 0 1 0 9 12 0 0 0 1 30
>
> KLM 1 0 2 0 0 5 1 0 0 0 1 10
>
> LACSA 2 0 0 0 0 7 0 0 0 0 0 9
>
> LUFTHANSA 2 0 1 0 0 2 4 0 0 1 0 10
>
> SWISSAIR 0 0 2 1 1 1 1 0 0 0 0 6
>
> TACA 0 2 0 0 0 3 2 0 0 0 0 7
>
> TAESA 2 0 1 0 10 0 0 0 0 0 0 13
>
> OTHER FOREIGN AIRLINES 10 0 4 4 2 23 10 1 0 1 2 57
>
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> TOTAL 43 5 14 7 18 60 42 1 0 2 9 201
>
> TRAVEL AGENTS
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> PRICELINE.COM 1 0 2 6 0 0 1 0 0 0 0 10
>
> OTHER TRAVEL AGENTS 1 0 4 2 1 0 0 0 0 1 0 9
>
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> TOTAL 2 0 6 8 1 0 1 0 0 1 0 19
>
> TOUR OPERATORS
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> SUNJET INT\'L SALES 0 0 0 0 4 0 0 0 0 1 0 5
>
> OTHER TOUR OPERATORS 6 0 1 0 1 1 1 0 0 1 0 12
>
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> TOTAL 6 0 1 0 5 1 1 1 0 2 0 17
>
> MISCELLANEOUS \*\*
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> OTHER MISCELLANEOUS 11 0 10 16 7 11 10 2 0 0 2 69
>
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> TOTAL 11 0 10 16 7 11 10 2 0 0 2 69
>
> \*EFFECTIVE WITH THE SEPTEMBER 1999 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 THE SEPTEMBER 1999 REPORT, COMPLAINTS AGAINST
> "CARGO COMPANIES" (FORMERLY A SEPARATE GROUPING) ARE
>
> 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

####  FEBRUARY

***Consumer Complaints: Rankings***

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

  ----- --------- ------------------------- --- --------------------------
                  ***FEBRUARY 2000***           ***FEBRUARY 1999***

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

+-----+------+-------+---------+-------+---+------+---------+--------+
|     |      |       |         | *     |   |      |         | ***C   |
|     |      |       |         | **COM |   |      |         | OMPLAI |
|     |      |       |         | PLAIN |   |      |         | NTS*** |
|     |      |       |         | TS*** |   |      |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+
| ##  |      |       | **      | *     |   |      | **      | ***PER |
| FEB |      |       | *SYSTEM | **PER |   |      | *SYSTEM | 100,   |
| . 2 |      |       | WIDE*** | 100,0 |   |      | WIDE*** | 000*** |
| 000 |      |       |         | 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***     30          5,330,105        **0.56**         11        4,648,790        **0.24**

  2     ***Delta***         158         7,910,187        **2.00**         86        7,808,822        **1.10**

  3     ***US Airways***    98          4,136,644        **2.37**         87        4,097,925        **2.12**

  4     ***Alaska***        25          1,010,473        **2.47**         7         950,229          **0.74**

  5     ***Northwest***     125         4,247,564        **2.94**         109       3,875,945        **2.81**

  6     ***T W A***         63          1,865,210        **3.38**         33        1,763,403        **1.87**

  7     ***Continental***   121         3,366,846        **3.59**         42        3,223,651        **1.30**

  8     ***United***        229         6,291,348        **3.64**         107       6,324,043        **1.69**

  9     ***American***      303         6,388,786        **4.74**         141       5,025,032        **2.81**

  10    ***America West***  140         1,437,764        **9.74**         28        1,355,108        **2.07**

        **TOTAL**           **1,292**   **41,984,927**   **3.08**         **651**   **39,072,948**   **1.67**
  ----- ------------------- ----------- ---------------- ---------- ----- --------- ---------------- ----------

> 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 claims
procedures.

**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 others 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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