+---------------------------------+------------------------------------+
| ![](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: MAY 1999**                     |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays March 1999               |
|                           | >                                        |
|                           | > Mishandled Baggage March 1999          |
|                           | >                                        |
|                           | > January-March 1999                     |
|                           | >                                        |
|                           | > Oversales 4th Quarter 1998             |
|                           | >                                        |
|                           | > January-December 1998                  |
|                           | >                                        |
|                           | > Consumer Complaints March 1999         |
|                           | >                                        |
|                           | > January-March 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\--Month** \...\...\...\...\...\..........17

**Ranking\--YTD** \...\...\...\...\...\..........18

***Oversales***

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

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

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

***Consumer Complaints***

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

**Complaint Tables 1-5 (Month)** \...\...\...\.....23

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

**Rankings, Table 6 (Month)** \...\...\...\.....28

**Complaint Tables 1-4 (YTD)** \...\...\...\.....29

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

**Rankings, Table 5 (YTD)** \...\...\...\.....33

**Complaint Categories** \...\...\...\.....34

![](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. If you are interested in obtaining a single copy, write to the
Office of Aviation Enforcement and Proceedings, U.S. Department of
Transportation, 400 7th Street, S.W., C-75/Room 4107, Washington, DC
20590. The report is also 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"}

MARCH 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/

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

TWA S/ 29 84.4 72 84.6

SOUTHWEST S/ 14 80.3 54 81.1

NORTHWEST S/ 29 80.8 117 81.0

CONTINENTAL S/ 28 79.3 82 80.3

DELTA S/ 29 78.7 116 79.3

UNITED S/ 29 78.6 103 78.8

AMERICA WEST S/ 26 76.5 50 76.4

US AIRWAYS S/ 25 73.6 87 73.0

AMERICAN S/ 29 72.7 97 72.8

ALASKA S/ 7 71.9 34 71.5

T O T A L 77.6 78.1

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*.

MARCH 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 JAN 99 FEB 99 MAR 99
APR98-MAR99 SEP 87-MAR 99

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

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

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

ALASKA 75.2 (5) 74.8 (8) 67.1 (10) 69.6 (9) 66.5 (6) 70.9 (10) 71.5 (10)
71.8 (8) 77.7 (7)

AMERICA WEST 71.5 (8) 66.5 (9) 68.1 (9) 74.1 (7) 68.3 (4) 78.0 (7) 76.4
(7) 70.0 (10) 80.5 (2)

AMERICAN 81.0 (2) 80.0 (6) 79.8 (6) 70.4 (8) 67.1 (5) 71.5 (9) 72.8 (9)
77.8 (5) 79.8 (4)

CONTINENTAL 73.8 (6) 81.0 (5) 82.1 (4) 78.3 (2) 72.0 (2) 83.0 (2) 80.3
(4) 78.8 (3) 78.5 (6)

DELTA 77.3 (3) 83.6 (2) 82.6 (3) 77.0 (3) 71.4 (3) 80.8 (5) 79.3 (5)
80.1 (2) 77.5 (9)

NORTHWEST 67.2 (10) 58.6 (10) 83.3 (2) 75.2 (5) 62.7 (8) 82.4 (4) 81.0
(3) 71.0 (9) 79.8 (3)

SOUTHWEST 82.5 (1) 83.9 (1) 79.8 (5) 80.2 (1) 76.7 (1) 82.8 (3) 81.1 (2)
81.6 (1) 83.7 (1)

TWA 72.8 (7) 82.8 (3) 83.7 (1) 75.8 (4) 60.0 (9) 83.2 (1) 84.6 (1) 78.8
(4) 77.5 (8)

UNITED 70.7 (9) 76.0 (7) 76.7 (8) 74.6 (6) 66.5 (7) 78.6 (6) 78.8 (6)
74.5 (7) 76.8 (10)

US AIRWAYS 75.8 (4) 81.4 (4) 76.8 (7) 68.5 (10) 58.2 (10) 74.5 (8) 73.0
(8) 75.6 (6) 79.0 (5)

TOTAL 75.7 78.3 79.4 74.8 67.7 78.9 78.1 77.0 79.0

MARCH 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 732 67.6 1410 58.9 217 72.4 182 69.8 93 57.0 954 69.9 607 73.1

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

CO 785 74.1 812 68.1 307 85.0 113 86.7 27 81.5 621 81.5 395 74.4

DL 18679 77.7 2020 66.5 395 69.4 279 82.8 6144 83.4 1231 80.0 589 79.5

HP 124 69.4 274 67.2 151 55.0 H/ H/ 62 79.0 213 70.9

NW 546 77.8 523 65.8 379 78.4 205 80.0 54 79.6 569 79.3 310 82.3

TW 209 79.9 238 75.2 186 86.6 120 80.8 116 86.2 298 84.6 182 83.5

UA 515 77.7 1169 70.1 401 75.3 155 80.0 174 75.9 526 78.3 9342 87.0

US 758 65.6 2323 55.1 2266 72.7 9359 80.0 H/ 2740 73.9 217 81.6

WN H/ H/ 2382 83.9 H/ H/ H/ H/

TOTAL 22348 76.8 8769 63.1 6684 77.5 10413 79.9 6608 82.9 7001 76.4
11855 84.9

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 14188 76.7 430 70.9 1015 58.0 583 70.7 952 77.8 326 71.5 2007 74.6

AS H/ H/ H/ H/ H/ 283 61.1 758 58.2

CO 557 77.6 325 75.4 6442 73.8 8644 85.2 H/ 365 78.1 674 81.8

DL 3867 83.6 341 66.3 916 69.0 372 82.3 927 76.8 773 81.9 1393 78.4

HP 205 65.4 124 70.2 279 60.9 155 64.5 216 79.2 2315 80.4 797 77.8

NW 476 80.5 10464 82.4 538 68.8 186 82.8 89 79.8 310 70.3 495 74.5

TW 325 82.5 244 76.6 182 70.3 120 80.8 999 81.9 186 78.0 316 81.0

UA 596 80.2 333 77.5 1018 65.4 426 74.6 561 85.6 1209 77.3 5192 77.5

US 325 74.5 437 71.6 437 62.5 325 76.6 H/ 145 75.2 447 77.9

WN H/ 580 75.5 H/ 197 78.7 H/ 4279 80.4 3533 76.1

TOTAL 20539 78.2 13278 80.4 10827 70.0 11008 83.2 3744 79.9 10191 78.8
15612 76.1

MARCH 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 1697 63.2 574 77.7 3180 78.3 501 70.9 9083 71.8 186 75.3 654 66.2

AS H/ H/ H/ H/ H/ 1534 80.6 H/

CO 460 77.8 651 78.5 406 77.8 201 82.1 665 73.1 93 80.6 290 81.7

DL 2220 75.1 3055 82.6 465 75.3 369 67.8 864 68.1 613 84.5 511 73.6

HP 31 83.9 62 45.2 62 58.1 124 80.6 230 75.7 186 74.2 155 61.3

NW 573 74.5 469 77.2 390 75.9 9438 85.7 807 74.0 124 68.5 484 73.6

TW 364 81.0 341 87.7 252 84.9 294 86.4 383 77.3 93 80.6 178 82.0

UA 781 76.4 570 81.4 474 83.8 669 80.7 13005 78.5 990 79.1 793 77.9

US 2352 66.2 1671 74.2 454 73.8 232 72.4 638 74.0 H/ 6687 68.9

WN H/ 1062 87.1 H/ H/ H/ 925 87.7 H/

TOTAL 8478 70.8 8455 80.4 5683 78.0 11828 83.9 25675 75.3 4744 81.4 9752
70.4

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 589 73.3 93 59.1 550 70.5 368 72.3 910 62.4 186 65.1 333 73.0 372
76.6

AS 384 60.7 H/ 371 57.1 3589 76.9 592 58.4 H/ H/ H/

CO 332 84.9 89 82.0 248 84.3 186 72.6 453 75.7 136 80.9 143 84.6 481
79.2

DL 707 78.9 279 78.5 465 74.4 558 85.1 744 60.9 4853 85.0 217 68.2 933
79.2

HP 6314 79.3 H/ 306 73.2 217 78.3 336 63.1 135 69.6 74 79.7 31 77.4

NW 402 70.9 139 77.7 186 71.5 434 73.0 372 64.8 124 66.9 434 77.4 402
73.1

TW 217 80.6 174 82.8 155 80.0 186 79.0 186 66.7 93 77.4 10623 86.4 248
89.9

UA 1121 73.5 182 79.7 878 72.7 1360 76.4 7071 73.5 465 76.1 329 75.7 311
83.0

US 249 74.7 7751 78.8 124 80.6 155 73.5 329 77.5 H/ 205 74.6 1193 69.1

WN 5000 78.7 H/ 2288 77.2 1022 85.9 445 71.7 1076 83.2 2604 80.4 1130
85.5

TOTAL 15315 77.8 8707 78.7 5571 74.3 8075 78.0 11438 70.4 7068 82.8
14962 84.1 5101 78.3

MARCH 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 84.6 75.0 54.8 83.7 91.9 J/ 89.2 84.8 87.3 79.2 90.9 83.1
93.5 93.7 J/ 81.7

700 - 759 AM 86.3 76.3 89.1 87.3 86.3 84.1 93.6 84.5 82.2 81.3 86.3 79.0
92.5 93.3 81.7 96.6

800 - 859 AM 82.3 74.0 80.2 85.1 86.1 82.3 93.6 84.8 86.2 85.1 82.5 82.8
91.4 87.7 77.7 90.2

900 - 959 AM 81.1 71.7 87.9 75.8 87.4 85.1 90.0 81.7 86.5 87.2 87.9 83.9
86.3 80.2 79.7 88.3

1000 - 1059 AM 78.7 69.6 87.7 79.2 84.9 83.1 85.3 82.8 80.6 86.5 84.7
92.5 81.7 75.0 79.1 83.6

1100 - 1159 AM 80.5 70.0 88.5 84.6 81.3 78.6 87.2 77.7 81.3 84.8 87.3
88.4 84.9 69.0 80.1 85.5

1200 - 1259 PM 76.8 68.5 82.9 78.4 87.1 81.6 84.4 84.2 81.4 77.6 87.3 J/
81.1 72.9 80.9 80.7

100 - 159 PM 79.4 67.9 78.8 78.7 84.9 80.9 85.9 73.3 85.5 77.8 84.1 88.8
78.7 74.5 76.4 78.1

200 - 259 PM 75.9 60.6 78.5 83.4 83.2 75.3 86.1 78.0 82.3 74.2 81.8 79.5
79.8 76.8 73.5 84.0

300 - 359 PM 79.1 67.2 75.3 80.4 78.2 80.0 84.7 79.9 76.7 66.4 85.6 77.7
72.2 73.2 73.1 85.4

400 - 459 PM 69.9 61.7 76.7 77.0 73.1 78.7 82.2 76.1 78.9 61.1 82.2 77.7
76.2 72.7 65.6 83.4

500 - 559 PM 74.3 55.7 73.9 81.2 85.1 69.6 84.7 74.5 76.9 65.6 80.8 84.1
71.7 75.9 59.6 81.6

600 - 659 PM 72.8 53.5 72.4 79.3 82.6 61.2 82.7 79.4 77.9 58.1 75.0 71.0
75.8 76.0 61.5 77.5

700 - 759 PM 77.1 47.5 69.8 76.4 78.5 66.0 83.6 75.1 76.0 53.2 83.7 77.4
69.6 76.4 64.4 78.0

800 - 859 PM 75.7 51.0 71.5 76.8 79.0 72.9 73.1 76.8 80.7 59.2 83.4 73.5
72.3 75.9 61.5 74.2

900 - 959 PM 70.1 64.1 74.2 72.3 80.5 73.4 82.6 73.5 79.0 70.6 80.9 79.6
77.1 73.6 65.7 68.2

1000 - 1059 PM 74.9 60.7 71.0 83.3 83.9 67.2 81.0 81.2 72.7 62.4 80.2
82.5 73.0 71.9 70.2 75.3

1100 - 559 AM 78.6 69.3 73.7 76.0 78.0 80.9 73.2 78.0 79.7 69.6 77.3
84.5 80.4 77.8 68.0 73.3

TOTAL, ALL ARRIVALS,

BY AIRPORT 76.8 63.1 77.5 79.9 82.9 76.4 84.9 78.2 80.4 70.0 83.2 79.9
78.8 76.1 70.8 80.4

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 58.1 92.2 87.1 61.5 79.2 J/ 86.7 96.8 67.7 83.9 J/ 91.9
88.2 86.4

700 - 759 AM 96.8 90.4 84.5 98.3 83.5 93.4 87.7 96.0 92.5 97.2 89.8 90.6
98.3 88.2

800 - 859 AM 93.5 88.2 83.9 97.1 75.3 91.8 84.9 91.9 91.4 92.9 90.4 90.9
83.9 85.8

900 - 959 AM 87.5 85.6 80.7 90.2 74.5 84.4 82.1 83.4 90.4 78.0 92.2 90.0
85.6 83.8

1000 - 1059 AM 84.7 85.7 80.2 87.6 75.0 81.0 81.7 83.6 81.9 75.0 85.5
84.3 84.6 81.8

1100 - 1159 AM 84.0 86.1 77.2 86.0 83.2 80.0 80.5 82.3 79.3 67.5 85.9
88.2 81.8 80.5

1200 - 1259 PM 81.0 91.7 75.7 84.3 76.9 74.5 78.0 67.6 83.3 69.7 79.6
88.5 77.1 79.5

100 - 159 PM 79.7 84.0 77.9 84.7 78.0 72.8 79.4 77.1 79.3 67.2 82.7 85.1
83.7 79.1

200 - 259 PM 87.1 80.5 73.5 86.1 66.6 80.5 83.0 62.0 80.7 65.6 76.5 85.6
83.2 77.5

300 - 359 PM 80.2 84.5 73.8 80.1 70.1 80.0 78.8 71.6 87.4 68.5 87.9 86.8
77.7 77.4

400 - 459 PM 77.4 76.2 72.1 82.5 66.7 77.4 76.9 69.0 76.6 72.6 80.6 81.1
80.3 74.6

500 - 559 PM 78.4 81.5 71.4 76.8 72.6 73.8 75.4 67.8 73.3 68.0 73.5 80.5
76.1 74.9

600 - 659 PM 69.4 80.4 72.1 73.2 64.7 66.3 90.3 72.2 74.4 71.2 84.4 76.9
73.3 72.1

700 - 759 PM 61.8 79.4 66.6 71.5 61.3 80.7 72.9 71.4 69.0 69.3 83.1 81.5
69.5 73.5

800 - 859 PM 71.3 78.3 69.1 70.9 58.8 73.5 77.6 73.3 71.8 62.3 81.4 78.1
69.8 72.3

900 - 959 PM 68.0 81.0 71.5 81.7 66.1 73.2 70.3 69.1 72.5 59.4 75.0 78.4
69.4 73.3

1000 - 1059 PM 77.1 85.1 65.6 77.3 67.6 79.3 75.3 69.0 76.8 61.8 76.2
79.5 77.5 73.1

1100 - 559 AM 75.2 84.8 81.5 78.7 76.3 74.5 83.1 68.1 74.6 70.9 77.0
77.5 78.1 75.9

TOTAL, ALL ARRIVALS,

BY AIRPORT 78.0 83.9 75.3 81.4 70.4 77.8 78.7 74.3 78.0 70.4 82.8 84.1
78.3 77.6

MARCH 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 89.5 87.5 95.3 87.2 92.1 93.5 95.6 91.2 89.2 88.4 94.9 91.6
95.3 92.1 88.5 95.8

700 - 759 AM 89.9 83.0 90.8 91.2 90.6 91.9 93.5 91.3 87.8 88.4 92.3 87.1
91.2 91.7 83.4 92.6

800 - 859 AM 87.3 82.2 89.4 86.0 89.5 85.7 90.1 82.3 82.8 85.4 93.7 92.7
92.1 86.6 86.7 95.4

900 - 959 AM 79.4 80.8 84.0 83.4 87.3 84.5 92.3 79.9 82.7 85.3 86.4 93.0
86.8 83.5 82.8 91.3

1000 - 1059 AM 81.8 80.7 86.3 76.5 90.7 82.4 90.3 79.9 84.3 82.2 85.9
85.5 77.2 75.2 79.1 87.6

1100 - 1159 AM 78.3 78.1 87.5 81.4 85.3 87.4 86.8 74.9 77.4 88.0 85.7
90.0 80.9 73.6 83.1 82.0

1200 - 1259 PM 79.9 75.2 78.8 82.8 86.9 80.2 82.9 73.1 79.3 84.6 88.8
91.7 83.8 70.5 80.5 86.1

100 - 159 PM 78.1 78.9 79.1 78.7 91.4 80.9 86.0 83.6 82.2 85.8 86.8
100.0 74.4 75.9 84.7 80.5

200 - 259 PM 79.9 71.8 77.2 80.0 83.3 74.7 84.8 72.2 77.7 74.7 83.4 87.1
75.4 78.1 79.6 76.1

300 - 359 PM 74.9 62.8 72.5 78.1 86.8 79.2 88.4 75.6 71.1 72.9 83.6 88.3
73.0 77.2 81.4 82.7

400 - 459 PM 73.0 72.8 67.5 74.3 83.7 80.1 83.9 79.5 73.1 66.2 83.4 83.6
68.4 73.4 77.7 83.3

500 - 559 PM 74.3 66.4 74.9 75.3 J/ 80.6 82.0 73.4 74.9 66.6 81.2 80.7
61.5 74.7 66.5 80.0

600 - 659 PM 70.2 62.5 60.5 74.3 84.2 71.1 82.0 71.3 72.1 68.9 78.9 83.4
72.8 76.2 67.5 80.5

700 - 759 PM 74.4 57.6 72.4 75.6 84.6 68.1 83.1 82.1 74.0 61.7 82.4 78.9
66.4 72.5 68.7 77.9

800 - 859 PM 74.2 56.7 62.8 79.7 87.5 68.6 83.5 72.0 76.0 65.2 84.6 80.6
60.9 78.5 70.2 68.3

900 - 959 PM 81.0 78.3 65.2 82.1 83.9 84.2 83.7 81.5 75.0 60.3 84.6 87.8
69.9 79.6 77.2 82.0

1000 - 1059 PM 77.8 J/ 44.4 78.1 86.5 J/ J/ 75.4 78.7 66.7 93.5 94.3
78.9 89.2 J/ 75.0

1100 - 559 AM 80.4 90.3 80.6 80.0 93.5 J/ 95.7 J/ 93.5 95.2 87.1 90.3
81.5 93.3 87.1 J/

TOTAL, ALL DEPARTURES,

BY AIRPORT 79.0 73.8 78.9 79.5 86.6 80.4 86.4 77.4 78.7 77.5 85.6 86.2
78.9 80.2 79.0 84.0

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 93.2 93.8 87.4 93.0 89.1 95.8 89.0 94.0 92.8 92.4 96.9 94.0
94.3 91.5

700 - 759 AM 89.4 89.7 85.7 94.2 88.4 93.1 81.1 92.8 89.5 91.2 96.8 90.2
93.9 89.7

800 - 859 AM 90.2 88.3 82.0 94.4 76.4 90.8 81.6 88.8 91.8 89.1 90.9 91.4
93.3 87.3

900 - 959 AM 86.4 89.0 84.6 81.6 77.7 82.8 86.5 84.0 86.9 84.2 93.5 90.2
90.5 84.7

1000 - 1059 AM 86.7 86.4 79.9 87.3 76.1 79.6 87.7 81.0 82.9 77.9 89.7
85.6 80.6 82.3

1100 - 1159 AM 84.9 85.0 80.7 89.0 78.3 78.1 80.8 81.5 79.6 77.1 86.9
87.0 82.7 82.1

1200 - 1259 PM 85.7 83.6 80.4 91.9 84.0 74.8 86.3 80.3 80.3 74.0 82.3
84.9 77.8 80.1

100 - 159 PM 83.0 88.3 78.9 85.1 70.5 73.5 84.5 80.4 86.1 76.6 87.8 86.2
77.9 80.7

200 - 259 PM 83.1 82.7 74.6 89.4 69.4 72.2 77.0 75.3 82.9 72.7 84.2 82.7
76.0 77.7

300 - 359 PM 74.7 80.5 75.3 84.2 62.9 74.8 83.9 66.7 81.4 73.2 79.1 81.8
80.6 76.5

400 - 459 PM 77.8 80.7 70.5 79.1 70.1 73.6 79.0 69.0 81.8 74.8 85.2 80.8
75.4 76.0

500 - 559 PM 79.6 78.3 70.8 75.4 59.6 71.6 74.9 68.8 74.5 69.3 81.2 78.7
78.0 73.6

600 - 659 PM 76.1 79.0 70.3 82.7 64.2 70.2 83.2 71.8 71.6 66.7 82.0 78.6
79.9 74.0

700 - 759 PM 71.2 75.9 71.1 79.6 63.0 69.7 50.0 75.1 77.8 72.5 79.6 78.7
75.5 73.3

800 - 859 PM 63.2 79.7 71.4 74.2 72.1 67.8 75.3 73.4 61.0 66.2 90.1 76.7
71.6 74.5

900 - 959 PM J/ 82.1 73.4 92.5 64.2 69.2 65.2 64.3 68.4 69.8 82.4 79.5
65.5 76.2

1000 - 1059 PM J/ 83.7 77.9 87.1 J/ 76.7 79.5 85.5 80.7 84.3 86.5 80.9
75.8 80.4

1100 - 559 AM 86.4 90.3 87.9 96.9 95.2 86.4 93.5 93.5 88.2 90.0 88.6
90.7 83.9 85.8

TOTAL, ALL DEPARTURES,

BY AIRPORT 82.0 84.0 77.3 86.9 71.0 77.6 80.2 80.5 82.8 78.7 86.9 83.6
82.1 80.2

MARCH 1999

AIR TRAVEL CONSUMER REPORT

TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF THE
TIME OR MORE

NUMBER OF PERCENTAGE OF FLIGHT

FLIGHT ORIGIN-DESTIN. SCHEDULED OPERATIONS OPERATIONS ARRIVING NO. OF
MIN. LATE

CARRIER NUMBER AIRPORTS DEPARTURE TIME REPORTED 15 MINUTES LATE OR MORE
D/ AVERAGE MEDIAN

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

US 1936 IAD-BOS 1930 27 85.19 62 40

US 647 LGA-PBI 1714 27 81.48 44 24

US 2783 IAD-RDU 1700 31 80.65 44 29

MARCH 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

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

US AIRWAYS 2044 23 1.1

ALASKA 427 2 0.5

SOUTHWEST 2413 11 0.5

AMERICAN 1860 8 0.4

AMERICA WEST 572 2 0.3

DELTA 2523 4 0.2

UNITED 2153 3 0.1

CONTINENTAL 1170 1 0.1

TWA 779 0 0.0

NORTHWEST 1516 0 0.0

TOTAL 15457 54 0.3

MARCH 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) 77.5 86.5 89 89 DUTCH HARBOR, AK. (DUT) 50.9
35.1 57 57

ALBANY, N.Y. (ALB) 72.0 83.0 1,034 1,032 EAGLE, CO. (EGE) 69.2 77.9 328
330

ALBUQUERQUE, N.M. (ABQ) 79.2 82.7 3,132 3,131 EL PASO, TX. (ELP) 77.3
81.8 2,067 2,067

ALLENTOWN, PA. (ABE) 74.4 84.3 503 503 ELMIRA, N.Y. (ELM) 83.0 93.8 112
112

AMARILLO, TX. (AMA) 73.9 81.8 417 418 ERIE, PA. (ERI) 78.3 80.2 115 116

ANCHORAGE, AK. (ANC) 73.7 76.0 1,503 1,502 EUGENE, OR. (EUG) 78.5 81.2
186 186

ASHEVILLE, N.C. (AVL) 83.6 88.8 116 116 FAIRBANKS, AK. (FAI) 67.8 79.7
413 413

ATLANTA, GA. (ATL) 76.8 79.0 22,348 22,367 FARGO, N.D. (FAR) 81.8 88.5
209 209

AUGUSTA, GA. (AGS) 75.5 85.2 155 155 FAYETTEVILLE, N.C. (FAY) 76.7 85.3
116 116

AUSTIN, TX. (AUS) 80.7 85.7 3,760 3,756 FLINT, MI. (FNT) 73.3 84.2 120
120

BALTIMORE, MD. (BWI) 77.5 78.9 6,684 6,683 FRESNO, CA. (FAT) 80.6 93.5
31 31

BANGOR, ME. (BGR) 100.0 66.7 1 3 FT. LAUDERDALE, FL. (FLL) 79.4 82.1
4,224 4,219

BARROW, AK. (BRW) 63.2 60.5 76 76 FT. MYERS, FL. (RSW) 76.4 83.9 1,550
1,549

BATON ROUGE, LA. (BTR) 88.0 91.2 399 397 FT. WAYNE, IN. (FWA) 88.9 88.9
27 27

BETHEL, AK. (BET) 74.2 73.0 89 89 GRAND FORKS, N.D. (GFK) 82.8 92.2 116
116

BILLINGS, MT. (BIL) 85.4 90.7 247 246 GRAND RAPIDS, MI. (GRR) 79.4 87.6
732 732

BINGHAMTON, N.Y. (BGM) 78.7 92.1 89 89 GREAT FALLS, MT. (GTF) 90.3 94.4
216 216

BIRMINGHAM, AL. (BHM) 83.3 88.2 1,853 1,850 GREEN BAY, WI. (GRB) 85.6
92.3 209 209

BISMARCK, N.D. (BIS) 83.3 93.3 120 120 GREENSBORO/HIGH PT., N.C. (GSO)
76.6 86.5 1,272 1,271

BOISE, ID. (BOI) 83.7 86.8 980 979 GREENVILLE/SPARTBG., S.C. (GSP) 77.0
86.6 596 596

BOSTON, MA. (BOS) 63.1 73.8 8,769 8,772 GULFPORT/BILOXI, MS. (GPT) 95.7
96.8 93 93

BOZEMAN, MT. (BZN) 80.2 89.7 167 165 GUNNISON, CO. (GUC) 69.6 83.9 56 56

BRISTOL, TN. (TRI) 87.1 90.5 116 116 HARLINGEN, TX. (HRL) 76.7 77.8 352
352

BROWNSVILLE, TX. (BRO) 83.9 87.1 31 31 HARRISBURG, PA. (MDT) 75.8 85.4
666 666

BUFFALO, N.Y. (BUF) 72.7 79.7 1,580 1,578 HARTFORD, CT./SPGFLD, MA.
(BDL) 74.9 83.0 2,568 2,584

BURBANK, CA. (BUR) 76.1 79.5 2,348 2,347 HELENA, MT. (HLN) 82.3 93.5 62
62

BURLINGTON, VT. (BTV) 58.1 74.2 217 217 HONOLULU, OAHU, HI. (HNL) 81.2
87.7 966 966

CEDAR RAPIDS/IOWA CTY,IA. (CID) 80.8 88.7 468 468 HOUSTON, TX. (HOU)
83.0 78.0 4,901 4,900

CHARLESTON, S.C. (CHS) 74.0 85.7 608 607 HOUSTON, TX. (IAH) 83.2 85.6
11,008 11,004

CHARLESTON, W.V. (CRW) 78.6 85.7 112 112 HUNTSVILLE/DECATUR, AL. (HSV)
81.8 87.2 484 484

CHARLOTTE, N.C. (CLT) 79.9 79.5 10,413 10,412 INDIANAPOLIS, IN. (IND)
78.4 85.7 2,871 2,872

CHATTANOOGA, TN. (CHA) 81.2 96.5 85 85 INDIO/PALM SPRINGS, CA. (PSP)
73.2 85.9 534 533

CHICAGO, IL. (MDW) 81.2 79.7 3,950 3,950 ISLIP/LONG IS., N.Y. (ISP) 78.4
85.1 402 402

CHICAGO, IL. (ORD) 75.3 77.3 25,675 25,680 ITHACA, N.Y. (ITH) 82.1 92.0
112 112

CINCINNATI, OH. (CVG) 82.9 86.6 6,608 6,602 JACKSON/VICKSBURG, MS. (JAN)
84.7 87.0 784 797

CLEVELAND, OH. (CLE) 81.4 86.0 5,169 5,169 JACKSON, WY. (JAC) 73.3 81.2
101 101

COLORADO SPRINGS, CO. (COS) 79.0 92.0 979 980 JACKSONVILLE, FL. (JAX)
80.4 85.5 1,956 1,956

COLUMBIA, S.C. (CAE) 74.6 82.9 414 414 JUNEAU, AK. (JNU) 78.1 79.0 310
310

COLUMBUS, OH. (CMH) 80.8 85.5 3,074 3,074 KAHULUI, MAUI, HI. (OGG) 86.7
85.1 248 248

CORDOVA, AK. (CDV) 77.4 79.0 62 62 KALAMAZOO, MI. (AZO) 73.4 80.6 124
124

CORPUS CHRISTI, TX. (CRP) 82.5 86.3 263 263 KALISPELL, MT. (FCA) 89.2
87.9 65 66

DALLAS/FT. WORTH, TX. (DAL) 79.9 77.9 4,403 4,403 KANSAS CITY, MO. (MCI)
81.1 84.4 5,120 5,120

DALLAS/FT. WORTH, TX. (DFW) 78.2 77.4 20,539 20,526 KETCHIKAN, AK. (KTN)
72.6 81.2 186 186

DAYTON, OH. (DAY) 80.3 87.8 929 930 KING SALMON, AK. (AKN) 70.6 76.5 17
17

DAYTONA BEACH, FL. (DAB) 82.3 87.1 248 248 KNOXVILLE, TN. (TYS) 84.0
87.5 619 617

DEADHORSE, AK. (SCC) 46.7 57.8 45 45 KODIAK, AK. (ADQ) 79.0 77.4 62 62

DENVER, CO. (DEN) 84.9 86.4 11,855 11,850 KONA, HAWAII., HI. (KOA) 85.5
88.7 62 62

DES MOINES, IA. (DSM) 84.4 89.6 569 569 KOTZEBUE, AK. (OTZ) 63.2 65.8 76
76

DETROIT, MI. (DTW) 80.4 78.7 13,278 13,265 LA CROSSE, WI. (LSE) 87.0
93.5 46 46

DILLINGHAM, AK. (DLG) 76.5 64.7 17 17 LAFAYETTE, LA. (LFT) 50.0 100.0 2
2

DULUTH, MN. (DLH) 81.2 87.1 85 85 LANSING, MI. (LAN) 68.1 85.7 182 182

DURANGO, CO. (DRO) 68.8 90.6 32 32 LAS VEGAS, NV. (LAS) 78.8 78.9 10,191
10,192

MARCH 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.

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

LEXINGTON/FRKFT, KY. (LEX) 77.4 84.5 337 336 RICHMOND, VA. (RIC) 75.0
84.3 1,326 1,326

LIHUE, KAUAI, HI. (LIH) 96.8 90.3 31 31 ROANOKE, VA. (ROA) 74.6 86.3 205
205

LINCOLN, NE. (LNK) 86.3 91.3 240 240 ROCHESTER, MN. (RST) 78.1 89.6 201
201

LITTLE ROCK, AR. (LIT) 80.8 85.8 1,111 1,109 ROCHESTER, N.Y. (ROC) 68.4
75.9 1,308 1,306

LONG BEACH, CA. (LGB) 79.1 92.2 230 230 SACRAMENTO, CA. (SMF) 80.9 82.7
3,015 3,016

LOS ANGELES, CA. (LAX) 76.1 80.2 15,612 15,605 SAGINAW, MI. (MBS) 76.2
85.5 324 324

LOUISVILLE, KY. (SDF) 80.6 86.4 1,966 1,966 SALT LAKE CITY, UT. (SLC)
82.8 86.9 7,068 7,061

LUBBOCK, TX. (LBB) 80.8 83.5 553 553 SAN ANTONIO, TX. (SAT) 80.7 87.1
3,213 3,214

MADISON, WI. (MSN) 76.7 86.8 387 387 SAN DIEGO, CA. (SAN) 74.3 80.5
5,571 5,571

MANCHESTER, N.H. (MHT) 74.8 78.5 1,080 1,080 SAN FRANCISCO, CA. (OAK)
81.5 81.3 4,745 4,748

MEDFORD, OR. (MFR) 74.2 84.9 93 93 SAN FRANCISCO, CA. (SFO) 70.4 78.7
11,438 11,441

MELBOURNE, FL. (MLB) 78.5 84.9 186 186 SAN JOSE, CA. (SJC) 78.6 83.9
4,318 4,319

MEMPHIS, TN. (MEM) 87.4 87.2 4,405 4,403 SAN JUAN, P.R. (SJU) 79.9 85.6
1,905 1,904

MIAMI, FL. (MIA) 78.0 82.0 5,683 5,679 SANTA BARBARA, CA. (SBA) 72.6
73.4 124 124

MIDLAND/ODESSA, TX. (MAF) 80.1 82.3 549 549 SARASOTA/BRAD., FL. (SRQ)
80.2 87.1 531 529

MILWAUKEE, WI. (MKE) 81.4 88.9 1,297 1,297 SAVANNAH, GA. (SAV) 70.9 83.5
430 430

MINNEAPLS/ST.P, MN. (MSP) 83.9 84.0 11,828 11,842
SCRANTON/WILKES-BARRE,PA. (AVP) 71.4 89.1 147 147

MINOT, N.D. (MOT) 86.0 90.3 93 93 SEATTLE, WA. (SEA) 78.0 82.8 8,075
8,075

MISSION/MCALLEN, TX. (MFE) 80.7 88.2 270 271 SHREVEPORT, LA. (SHV) 80.2
85.1 333 329

MISSOULA, MT. (MSO) 90.3 98.4 186 185 SIOUX CITY, IA. (SUX) 84.5 93.1 58
58

MOBILE,AL./PASCAGOULA,MS. (MOB) 81.6 86.1 369 367 SIOUX FALLS, S.D.
(FSD) 83.8 91.0 333 333

MOLINE, IL. (MLI) 87.8 91.8 147 147 SITKA, AK. (SIT) 81.7 82.8 93 93

MONROE, LA. (MLU) 80.0 86.6 185 186 SOUTH BEND, IN. (SBN) 83.9 86.7 255
255

MONTEREY, CA. (MRY) 87.1 88.7 62 62 SPOKANE, WA. (GEG) 85.1 90.3 1,138
1,139

MONTGOMERY, AL. (MGM) 85.5 91.1 124 124 SPRINGFIELD, MO. (SGF) 91.6 93.8
178 178

MONTROSE, CO. (MTJ) 80.5 87.8 82 82 ST. CROIX, V.I. (STX) 69.9 89.2 93
93

MYRTLE BEACH, S.C. (MYR) 71.1 79.4 194 194 ST. LOUIS, MO. (STL) 84.1
83.6 14,962 14,965

NASHVILLE, TN. (BNA) 82.5 84.4 4,465 4,466 ST. THOMAS, V.I. (STT) 76.1
85.9 247 248

NEW ORLEANS, LA. (MSY) 82.2 86.3 4,282 4,278 STEAMBOAT SPRINGS, CO.
(HDN) 77.6 91.8 183 183

NEW YORK, N.Y. (JFK) 79.9 86.2 3,744 3,746 SYRACUSE, N.Y. (SYR) 69.8
80.8 986 986

NEW YORK, N.Y. (LGA) 70.8 79.0 8,478 8,474 TALLAHASSEE, FL. (TLH) 81.1
85.7 217 217

NEWARK, N.J. (EWR) 70.0 77.5 10,827 10,827 TAMPA, FL. (TPA) 78.3 82.1
5,101 5,098

NEWBURGH, N.Y. (SWF) 70.7 83.5 123 121 TOLEDO, OH. (TOL) 67.4 82.0 89 89

NOME, AK. (OME) 64.6 65.8 79 79 TRAVERSE CITY, MI. (TVC) 78.8 92.4 66 66

NORFOLK/VA. BEACH, VA. (ORF) 74.7 86.2 1,344 1,343 TUCSON, AZ. (TUS)
76.5 85.4 1,674 1,674

OKLAHOMA CITY, OK. (OKC) 83.1 88.2 1,708 1,708 TULSA, OK. (TUL) 79.4
84.3 1,605 1,603

OMAHA, NE. (OMA) 81.9 87.4 1,422 1,425 VALPARAISO, FL. (VPS) 82.8 94.6
93 93

ONTARIO, CA. (ONT) 75.7 80.4 2,935 2,937 WASHINGTON, D.C. (DCA) 76.4
80.4 7,001 7,018

ORANGE COUNTY, CA. (SNA) 80.2 86.3 2,939 2,944 WASHINGTON, D.C. (IAD)
68.0 72.9 4,899 4,895

ORLANDO, FL. (MCO) 80.4 84.0 8,455 8,457 WEST PALM BEACH, FL. (PBI) 74.4
82.1 2,222 2,221

PASCO, WA. (PSC) 94.3 97.6 122 124 WHITE PLAINS, N.Y. (HPN) 73.6 83.4
421 421

PENSACOLA, FL. (PNS) 83.7 86.8 522 521 WICHITA, KS. (ICT) 79.9 89.7 592
593

PETERSBURG, AK. (PSG) 61.3 74.2 62 62 WILMINGTON, N.C. (ILM) 77.1 85.3
170 170

PHILADELPHIA, PA. (PHL) 70.4 71.0 9,752 9,753 WRANGELL, AK. (WRG) 67.7
71.0 62 62

PHOENIX, AZ. (PHX) 77.8 77.6 15,315 15,317 YAKUTAT, AK. (YAK) 74.2 79.0
62 62

PITTSBURGH, PA. (PIT) 78.7 80.2 8,707 8,703

PORTLAND, ME. (PWM) 72.4 85.5 463 462

PORTLAND, OR. (PDX) 81.4 86.9 4,744 4,749

PROVIDENCE, R.I. (PVD) 74.7 82.1 1,869 1,867

RALEIGH/DURHAM, N.C. (RDU) 73.5 82.8 2,615 2,614

RAPID CITY, S.D. (RAP) 83.9 87.1 62 62

RENO, NV. (RNO) 79.3 81.8 2,231 2,231

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

***MARCH***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

  ----- ------------- ---------------------- --- ------------------------
                      ***MARCH 1999***           ***MARCH 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>MARCH ’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: 10%" />
<col style="width: 10%" />
<col style="width: 3%" />
<col style="width: 8%" />
<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><h4 id="america-west">America West</h4></td>
<td></td>
<td>6,064</td>
<td>1,495,506</td>
<td><strong>4.05</strong></td>
<td></td>
<td>5,471</td>
<td>1,534,821</td>
<td><strong>3.56</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><em><strong>Southwest</strong></em></td>
<td></td>
<td>22,514</td>
<td>5,514,227</td>
<td><strong>4.08</strong></td>
<td></td>
<td>23,617</td>
<td>5,037,090</td>
<td><strong>4.69</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>Continental</strong></em></td>
<td></td>
<td>13,147</td>
<td>3,201,646</td>
<td><strong>4.11</strong></td>
<td></td>
<td>12,247</td>
<td>3,060,915</td>
<td><strong>4.00</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><em><strong>Delta</strong></em></td>
<td></td>
<td>37,843</td>
<td>8,821,068</td>
<td><strong>4.29</strong></td>
<td></td>
<td>34,362</td>
<td>7,836,205</td>
<td><strong>4.39</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>TWA</strong></em></td>
<td></td>
<td>10,279</td>
<td>2,200,878</td>
<td><strong>4.67</strong></td>
<td></td>
<td>12,571</td>
<td>2,048,126</td>
<td><strong>6.14</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><em><strong>American</strong></em></td>
<td></td>
<td>28,224</td>
<td>5,544,847</td>
<td><strong>5.09</strong></td>
<td></td>
<td>25,630</td>
<td>5,555,143</td>
<td><strong>4.61</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>US Airways</strong></em></td>
<td></td>
<td>24,698</td>
<td>4,820,668</td>
<td><strong>5.12</strong></td>
<td></td>
<td>18,834</td>
<td>4,928,846</td>
<td><strong>3.82</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><em><strong>Northwest</strong></em></td>
<td></td>
<td>21,801</td>
<td>4,069,196</td>
<td><strong>5.36</strong></td>
<td></td>
<td>27,388</td>
<td>4,009,619</td>
<td><strong>6.83</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>Alaska</strong></em></td>
<td></td>
<td>6,363</td>
<td>1,004,269</td>
<td><strong>6.34</strong></td>
<td></td>
<td>5,452</td>
<td>952,599</td>
<td><strong>5.72</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><em><strong>United</strong></em></td>
<td></td>
<td>50,345</td>
<td>6,523,073</td>
<td><strong>7.72</strong></td>
<td></td>
<td>51,912</td>
<td>6,396,685</td>
<td><strong>8.12</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>221,278</strong></td>
<td><strong>43,195,378</strong></td>
<td><strong>5.12</strong></td>
<td></td>
<td><strong>217,484</strong></td>
<td><strong>41,360,049</strong></td>
<td><strong>5.26</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*.

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

###  **JANUARY-MARCH**

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

  ------ --------- ------------------------- --- -------------------------
                   ***JANUARY-MARCH 1999***      ***JANUARY-MARCH 1998***

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

<table>
<colgroup>
<col style="width: 10%" />
<col style="width: 13%" />
<col style="width: 13%" />
<col style="width: 11%" />
<col style="width: 1%" />
<col style="width: 11%" />
<col style="width: 4%" />
<col style="width: 10%" />
<col style="width: 11%" />
<col style="width: 0%" />
<col style="width: 11%" />
</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><h5 id="jan.-mar.-99">JAN.-MAR. ‘99</h5></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><em><strong>ENPLANED</strong></em></td>
<td></td>
<td><em><strong>PER 1,000</strong></em></td>
</tr>
<tr class="odd">
<td><em><strong>RANK</strong></em></td>
<td><em><strong>AIRLINE</strong></em></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: 10%" />
<col style="width: 11%" />
<col style="width: 2%" />
<col style="width: 9%" />
<col style="width: 13%" />
<col style="width: 11%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 12%" />
<col style="width: 11%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h4 id="america-west-1">America West</h4></td>
<td></td>
<td>17,477</td>
<td>4,118,175</td>
<td><strong>4.24</strong></td>
<td></td>
<td>15,238</td>
<td>4,027,954</td>
<td><strong>3.78</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><em><strong>Southwest</strong></em></td>
<td></td>
<td>67,403</td>
<td>14,606,789</td>
<td><strong>4.61</strong></td>
<td></td>
<td>61,820</td>
<td>13,245,641</td>
<td><strong>4.67</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>US Airways</strong></em></td>
<td></td>
<td>67,091</td>
<td>12,776,874</td>
<td><strong>5.25</strong></td>
<td></td>
<td>50,969</td>
<td>12,960,152</td>
<td><strong>3.93</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><em><strong>Delta</strong></em></td>
<td></td>
<td>125,779</td>
<td>23,612,319</td>
<td><strong>5.33</strong></td>
<td></td>
<td>109,066</td>
<td>21,945,071</td>
<td><strong>4.97</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>Continental</strong></em></td>
<td></td>
<td>47,727</td>
<td>8,603,306</td>
<td><strong>5.55</strong></td>
<td></td>
<td>32,252</td>
<td>8,056,340</td>
<td><strong>4.00</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><em><strong>American</strong></em></td>
<td></td>
<td>82,160</td>
<td>14,458,939</td>
<td><strong>5.68</strong></td>
<td></td>
<td>72,054</td>
<td>15,182,080</td>
<td><strong>4.75</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>Northwest</strong></em></td>
<td></td>
<td>69,669</td>
<td>10,369,613</td>
<td><strong>6.72</strong></td>
<td></td>
<td>71,742</td>
<td>10,598,636</td>
<td><strong>6.77</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><em><strong>TWA</strong></em></td>
<td></td>
<td>37,200</td>
<td>5,510,227</td>
<td><strong>6.75</strong></td>
<td></td>
<td>31,381</td>
<td>5,388,923</td>
<td><strong>5.82</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>Alaska</strong></em></td>
<td></td>
<td>18,921</td>
<td>2,664,442</td>
<td><strong>7.10</strong></td>
<td></td>
<td>15,751</td>
<td>2,520,078</td>
<td><strong>6.25</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><em><strong>United</strong></em></td>
<td></td>
<td>155,400</td>
<td>17,601,139</td>
<td><strong>8.83</strong></td>
<td></td>
<td>137,993</td>
<td>16,941,796</td>
<td><strong>8.15</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>688,827</strong></td>
<td><strong>114,321,823</strong></td>
<td><strong>6.03</strong></td>
<td></td>
<td><strong>598,266</strong></td>
<td><strong>110,866,671</strong></td>
<td><strong>5.40</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">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

MARCH 1999 MARCH 1998

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 969 61 2 48 630 47 0 86

FOREIGN AIRLINES 112 1 0 1 86 0 0 0

CARGO COMPANIES 0 0 0 0 1 0 0 0

TRAVEL AGENTS 1 0 0 0 1 0 0 0

TOUR OPERATORS 20 0 0 0 18 0 0 1

MISCELLANEOUS 52 10 0 13 31 12 0 21

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

INDUSTRY TOTALS 1154 72 2 62 767 59 0 108

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

MARCH 1999 MARCH 1998

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 395 1 165

DELAYS\...\...\...\.... 133 42

CANCELLATIONS\...\... 146 67

MISCONNECTIONS\..... 51 15

BAGGAGE\...\...\...\...\..... 2 189 3 114

CUSTOMER SERVICE\...\..... 3 160 2 138

TICKETING/BOARDING\...\... 4 125 4 106

DISABLED\...\...\..... 30 26

REFUNDS\...\...\...\...\..... 5 98 5 98

OVERSALES\...\...\...\...\... 6 68 6 63

OTHER\...\...\...\...\...\.... 7 62 7 37

FREQUENT FLYER\..... 34 19

FARES\...\...\...\...\...\.... 8 43 8 29

TOURS\...\...\...\...\...\.... 9 12 9 10

ADVERTISING\...\...\...\.... 10 1 10 6

SMOKING\...\...\...\...\..... 11 1 11 1

CREDIT\...\...\...\...\...\... 12 0 12 0

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

COMPLAINT TOTAL 1154 767

\* 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

MARCH 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 5 3 0 1 1 3 4 0 0 0 0 1 18

ALASKA AIRLINES 2 0 3 1 1 0 4 0 0 0 0 0 11

AMERICA WEST AIRLINES 7 1 1 2 2 3 8 0 0 0 0 2 26

AMERICAN AIRLINES 73 6 20 5 6 22 17 0 0 0 0 6 155

AMERICAN TRANS AIR 7 0 0 0 0 3 1 0 0 0 0 0 11

ATLANTIC SOUTHEAST AIRLINES 2 2 1 0 0 2 1 0 0 0 0 0 8

CONTINENTAL AIRLINES 15 4 6 0 0 11 9 0 0 0 0 4 49

DELTA AIR LINES 27 7 16 8 4 16 19 0 0 0 0 7 104

EASTWIND AIRLINES 4 2 4 0 0 2 1 0 0 0 0 0 13

FRONTIER AIRLINES 2 0 3 0 0 0 0 0 0 0 0 0 5

HAWAIIAN AIRLINES 2 0 0 0 0 1 0 0 0 0 0 2 5

HORIZON AIRLINES 2 1 4 0 0 0 0 0 0 0 0 1 8

KIWI AIRLINES 28 6 4 0 55 13 1 0 0 0 0 1 108

NORTHWEST AIRLINES 25 2 11 1 3 7 15 0 0 0 0 9 73

PAN AM 4 0 0 0 3 0 0 0 0 0 2 0 9

RENO AIR 3 1 2 0 2 0 2 0 0 0 0 0 10

SKY TREK AIRLINES 15 0 0 0 0 16 1 0 0 0 0 0 32

SOUTHWEST AIRLINES 1 1 2 0 0 3 3 0 0 0 0 0 10

SPIRIT AIRLINES 6 2 1 1 2 3 1 0 0 0 0 1 17

SUN COUNTRY AIRLINES 3 0 0 0 0 1 1 0 0 0 0 0 5

TOWER AIR 4 4 3 0 0 3 2 0 0 0 0 0 16

TRANS WORLD AIRLINES 8 4 6 3 2 10 4 0 0 0 0 0 37

UNITED AIRLINES 33 3 10 7 4 18 18 0 0 0 0 2 95

UNITED EXPRESS 6 0 0 0 0 1 1 0 0 0 0 1 9

US AIRWAYS 34 6 11 5 3 6 12 0 0 0 0 10 87

VANGUARD AIRLINES 4 2 2 0 2 1 1 0 0 0 0 0 12

OTHER U.S. AIRLINES 14 0 2 2 2 6 5 0 0 0 1 4 36

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

MARCH 1999 336 57 112 36 92 151 131 0 0 0 3 51 969

\% OF TOTAL COMPLAINTS 34.7 5.9 11.6 3.7 9.5 15.6 13.5 0.0 0.0 0.0 0.3
5.3

MARCH 1998 140 48 89 22 89 88 111 0 6 0 5 32 630

\% OF TOTAL COMPLAINTS 22.2 7.6 14.1 3.5 14.1 14.0 17.6 0.0 1.0 0.0 0.8
5.1

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

MARCH 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 MAR MAR PERCENT FEB PERCENT MONTHS PERCENT DATE
PERCENT

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

AIRTRAN AIRWAYS 18 10 55.56 0 0.00 6 33.33 2 11.11

ALASKA AIRLINES 11 2 18.18 6 54.55 0 0.00 3 27.27

AMERICA WEST AIRLINES 26 12 46.15 9 34.62 4 15.38 1 3.85

AMERICAN AIRLINES 155 37 23.87 57 36.77 49 31.61 12 7.74

AMERICAN TRANS AIR 11 4 36.36 2 18.18 5 45.45 0 0.00

ATLANTIC SOUTHEAST AIRLINES 8 3 37.50 1 12.50 4 50.00 0 0.00

CONTINENTAL AIRLINES 49 17 34.69 18 36.73 14 28.57 0 0.00

DELTA AIR LINES 104 34 32.69 22 21.15 42 40.38 6 5.77

EASTWIND AIRLINES 13 11 84.62 2 15.38 0 0.00 0 0.00

FRONTIER AIRLINES 5 0 0.00 0 0.00 5 100.00 0 0.00

HAWAIIAN AIRLINES 5 0 0.00 1 20.00 2 40.00 2 40.00

HORIZON AIRLINES 8 2 25.00 0 0.00 6 75.00 0 0.00

KIWI AIRLINES 108 62 57.41 19 17.59 22 20.37 5 4.63

NORTHWEST AIRLINES 73 16 21.92 21 28.77 34 46.58 2 2.74

PAN AM 9 6 66.67 0 0.00 1 11.11 2 22.22

RENO AIR 10 5 50.00 1 10.00 3 30.00 1 10.00

SKY TREK AIRLINES 32 3 9.38 7 21.88 22 68.75 0 0.00

SOUTHWEST AIRLINES 10 4 40.00 2 20.00 4 40.00 0 0.00

SPIRIT AIRLINES 17 7 41.18 7 41.18 3 17.65 0 0.00

SUN COUNTRY AIRLINES 5 4 80.00 1 20.00 0 0.00 0 0.00

TOWER AIR 16 3 18.75 8 50.00 5 31.25 0 0.00

TRANS WORLD AIRLINES 37 13 35.14 9 24.32 12 32.43 3 8.11

UNITED AIRLINES 95 26 27.37 27 28.42 35 36.84 7 7.37

UNITED EXPRESS 9 0 0.00 0 0.00 9 100.00 0 0.00

US AIRWAYS 87 19 21.84 32 36.78 34 39.08 2 2.30

VANGUARD AIRLINES 12 6 50.00 1 8.33 4 33.33 1 8.33

OTHER U.S. AIRLINES 36 9 25.00 9 25.00 15 41.67 3 8.33

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

TOTALS 969 315 32.51 262 27.04 340 35.09 52 5.37

PRIOR YEAR\'S TOTALS 630 190 30.16 186 29.52 243 38.57 11 1.75

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

MARCH 1999

FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

AIR ARUBA 2 2 1 0 0 0 1 0 0 0 0 0 6

ALITALIA AIRLINES 2 1 0 0 0 1 1 1 0 0 0 0 6

BRITISH AIRWAYS 2 0 2 0 0 4 5 0 0 0 0 0 13

BWIA 1 1 0 0 0 2 1 0 0 0 0 0 5

MEXICANA 3 2 1 1 0 1 6 0 0 0 0 0 14

VASP 2 0 0 0 0 1 1 0 0 0 0 1 5

VIRGIN ATLANTIC 0 1 2 0 0 0 2 0 0 0 0 1 6

OTHER FOREIGN AIRLINES 14 2 2 1 5 21 6 0 1 0 3 2 57

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

TOTAL 26 9 8 2 5 30 23 1 1 0 3 4 112

TRAVEL AGENTS

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

OTHER TRAVEL AGENTS 0 0 1 0 0 0 0 0 0 0 0 0 1

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

TOTAL 0 0 1 0 0 0 0 0 0 0 0 0 1

TOUR OPERATORS

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

SUNJET INT\'L SALES 8 1 0 0 0 0 2 0 0 0 0 0 11

OTHER TOUR OPERATORS 5 0 1 0 0 0 0 0 0 0 3 0 9

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

TOTAL 13 1 1 0 0 0 2 0 0 0 3 0 20

MISCELLANEOUS

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

OTHER MISCELLANEOUS 20 1 3 5 1 8 4 0 0 0 3 7 52

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

TOTAL 20 1 3 5 1 8 4 0 0 0 3 7 52

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

####  MARCH

***Consumer Complaints: Rankings***

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

  ----- --------- ------------------------- --- --------------------------
                  ***MARCH 1999***              ***MARCH 1998***

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

<table style="width:100%;">
<colgroup>
<col style="width: 9%" />
<col style="width: 10%" />
<col style="width: 11%" />
<col style="width: 14%" />
<col style="width: 12%" />
<col style="width: 4%" />
<col style="width: 10%" />
<col style="width: 11%" />
<col style="width: 0%" />
<col style="width: 13%" />
</colgroup>
<tbody>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td></td>
<td></td>
<td></td>
<td colspan="2"><em><strong>COMPLAINTS</strong></em></td>
</tr>
<tr class="even">
<td><h2 id="mar.-99">MAR. ‘99</h2></td>
<td></td>
<td></td>
<td><em><strong>SYSTEMWIDE</strong></em></td>
<td><em><strong>PER 100,000</strong></em></td>
<td></td>
<td></td>
<td><em><strong>SYSTEMWIDE</strong></em></td>
<td colspan="2"><em><strong>PER 100,000</strong></em></td>
</tr>
<tr class="odd">
<td><h2 id="rank">RANK</h2></td>
<td><em><strong>AIRLINE</strong></em></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td colspan="2"><em><strong>ENPLANEMENTS</strong></em></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
</tr>
</tbody>
</table>

+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 1  | #     | 10  | 5        | **0   |     | 18  | 5,0    | **     |
|    | ##### |     | ,531,218 | .18** |     |     | 49,267 | 0.36** |
|    |  Sout |     |          |       |     |     |        |        |
|    | hwest |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 2  | **    | 11  | 1        | **0   |     | 5   | 1,0    | **     |
|    | *Alas |     | ,150,773 | .96** |     |     | 80,722 | 0.46** |
|    | ka*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 3  | *     | 104 | 9        | **1   |     | 63  | 9,3    | **     |
|    | **Del |     | ,408,548 | .11** |     |     | 16,326 | 0.68** |
|    | ta*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 4  | **    | 49  | 3        | **1   |     | 26  | 3,6    | **     |
|    | *Cont |     | ,852,777 | .27** |     |     | 13,905 | 0.72** |
|    | inent |     |          |       |     |     |        |        |
|    | al*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 5  | **    | 95  | 7        | **1   |     | 76  | 7,2    | **     |
|    | *Unit |     | ,432,027 | .28** |     |     | 12,332 | 1.05** |
|    | ed*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 6  | ***No | 73  | 4        | **1   |     | 49  | 4,7    | **     |
|    | rthwe |     | ,837,018 | .51** |     |     | 73,867 | 1.03** |
|    | st*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 7  | ***T  | 37  | 2        | **1   |     | 19  | 2,1    | **     |
|    | W     |     | ,292,565 | .61** |     |     | 59,825 | 0.88** |
|    | A***  |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 8  | ***Am | 26  | 1        | **1   |     | 23  | 1,5    | **     |
|    | erica |     | ,569,603 | .66** |     |     | 76,848 | 1.46** |
|    | We    |     |          |       |     |     |        |        |
|    | st*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 9  | ***US | 87  | 4        | **1   |     | 30  | 5,0    | **     |
|    | Airwa |     | ,990,466 | .74** |     |     | 81,892 | 0.59** |
|    | ys*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 10 | ***A  | 155 | 7        | **2   |     | 59  | 7,0    | **     |
|    | meric |     | ,023,914 | .21** |     |     | 02,623 | 0.84** |
|    | an*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
|    | **TO  | *   | **48,0   | **1   |     | *   | **     | **     |
|    | TAL** | *64 | 88,909** | .35** |     | *36 | 46,867 | 0.79** |
|    |       | 7** |          |       |     | 8** | ,607** |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+

> 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*.

TABLE 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

JANUARY 1999 THRU MARCH 1999 JANUARY 1998 THRU MARCH 1998

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 2840 171 8 160 1682 110 3 223

FOREIGN AIRLINES 237 1 0 3 233 0 0 6

CARGO COMPANIES 0 0 0 0 2 0 0 0

TRAVEL AGENTS 4 0 0 0 4 0 0 0

TOUR OPERATORS 84 0 0 1 123 0 0 3

MISCELLANEOUS 177 19 0 39 84 26 0 37

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

INDUSTRY TOTALS 3342 191 8 203 2128 136 3 269

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

JANUARY 1999 THRU MARCH 1999 JANUARY 1998 THRU MARCH 1998

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 1098 1 457

DELAYS\...\...\...\.... 337 110

CANCELLATIONS\...\... 403 177

MISCONNECTIONS\..... 131 49

CUSTOMER SERVICE\...\..... 2 579 2 408

BAGGAGE\...\...\...\...\..... 3 547 3 326

TICKETING/BOARDING\...\... 4 405 4 309

DISABLED\...\...\..... 99 77

REFUNDS\...\...\...\...\..... 5 250 5 195

OTHER\...\...\...\...\...\.... 6 157 7 118

FREQUENT FLYER\..... 78 49

OVERSALES\...\...\...\...\... 7 147 6 149

FARES\...\...\...\...\...\.... 8 118 8 87

TOURS\...\...\...\...\...\.... 9 23 9 57

ADVERTISING\...\...\...\.... 10 12 10 19

SMOKING\...\...\...\...\..... 11 5 11 3

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

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

COMPLAINT TOTAL 3342 2128

\* 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

JANUARY 1999 THRU MARCH 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 16 3 1 1 3 8 9 0 0 0 0 2 43

ALASKA AIRLINES 5 2 8 1 5 2 8 0 0 0 0 0 31

AMERICA WEST AIRLINES 33 2 9 3 10 8 27 0 0 0 0 5 97

AMERICAN AIRLINES 157 17 46 17 26 68 74 0 2 1 1 19 428

AMERICAN EAGLE 11 1 2 0 1 1 2 0 0 0 0 0 18

AMERICAN TRANS AIR 13 2 5 1 1 5 3 0 0 0 0 1 31

ATLANTIC SOUTHEAST AIRLINES 3 3 1 0 0 3 2 0 0 0 0 0 12

CONTINENTAL AIRLINES 43 7 19 3 5 25 32 0 1 0 0 4 139

DELTA AIR LINES 77 14 56 21 15 36 65 0 2 0 0 24 310

EASTWIND AIRLINES 5 2 4 1 1 3 1 0 0 0 0 0 17

HAWAIIAN AIRLINES 3 0 0 0 2 1 2 0 0 0 0 2 10

HORIZON AIRLINES 6 1 4 0 1 0 1 0 1 0 0 1 15

KIWI AIRLINES 94 8 9 0 66 25 10 0 0 0 1 2 215

NORTHWEST AIRLINES 129 4 40 10 12 48 68 0 0 0 0 16 327

RENO AIR 4 6 7 1 4 0 7 0 0 0 0 0 29

RYAN INTERNATIONAL AIRLINES 8 0 0 0 0 2 0 0 0 0 0 1 11

SKY TREK AIRLINES 20 0 0 0 0 20 2 0 0 0 0 0 42

SOUTHWEST AIRLINES 5 1 6 3 2 10 9 0 1 0 0 2 39

SPIRIT AIRLINES 14 3 2 3 2 7 5 0 0 0 1 1 38

TOWER AIR 16 9 8 0 4 7 11 0 0 0 0 0 55

TRANS STATES AIRLINES 6 0 0 0 1 2 1 0 0 0 0 0 10

TRANS WORLD AIRLINES 49 7 11 8 7 25 20 0 0 0 0 8 135

TRANS WORLD EXPRESS 6 1 0 0 0 2 6 0 0 0 0 1 16

UNITED AIRLINES 82 12 44 13 17 70 73 0 0 0 0 13 324

UNITED EXPRESS 13 3 1 1 1 5 7 0 0 0 0 2 33

US AIRWAYS 101 9 45 8 13 51 48 1 0 0 0 17 293

VANGUARD AIRLINES 8 4 6 1 5 5 3 0 3 0 1 1 37

OTHER U.S. AIRLINES 28 4 10 3 11 10 10 0 1 0 3 5 85

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

JANUARY THRU MARCH '99 955 125 344 99 215 449 506 1 11 1 7 127 2840

\% OF TOTAL COMPLAINTS 33.6 4.4 12.1 3.5 7.6 15.8 17.8 0.0 0.4 0.0 0.2
4.5

JANUARY THRU MARCH '98 376 112 254 62 160 253 344 1 15 0 8 97 1682

\% OF TOTAL COMPLAINTS 22.4 6.7 15.1 3.7 9.5 15.0 20.5 0.1 0.9 0.0 0.5
5.8

AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 10 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

JANUARY 1999 THRU MARCH 1999

FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

AIR ARUBA 3 2 1 0 0 1 2 0 0 0 0 1 10

AIR CANADA 5 0 2 0 2 2 2 0 0 0 0 0 13

AIR FRANCE 4 1 0 0 1 3 1 0 0 0 0 0 10

BRITISH AIRWAYS 3 0 4 0 2 7 8 0 0 0 0 0 24

KLM 3 0 2 0 0 3 3 0 0 0 0 1 12

LUFTHANSA 1 1 1 1 0 4 3 0 0 0 0 0 11

MEXICANA 3 3 1 1 0 2 7 0 0 0 0 0 17

VIRGIN ATLANTIC 2 1 2 0 0 1 3 0 0 0 0 1 10

OTHER FOREIGN AIRLINES 28 6 14 2 10 42 15 3 1 0 4 5 130

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

TOTAL 52 14 27 4 15 65 44 3 1 0 4 8 237

TRAVEL AGENTS

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

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

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

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

TOUR OPERATORS

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

SUNJET INT\'L SALES 35 3 5 0 5 2 7 0 0 0 1 0 58

OTHER TOUR OPERATORS 12 0 2 1 1 1 4 0 0 0 5 0 26

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

TOTAL 47 3 7 1 6 3 11 0 0 0 6 0 84

MISCELLANEOUS

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

OTHER MISCELLANEOUS 44 5 25 13 13 30 18 1 0 0 6 22 177

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

TOTAL 44 5 25 13 13 30 18 1 0 0 6 22 177

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 10 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 5

####  JANUARY-MARCH

***Consumer Complaints: Rankings***

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

  ----- ---------- -------------------------- ---- ------------------------
                   ***JANUARY-MARCH 1999***        ***JANUARY-MARCH 1998***

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

+-----+------+-------+---------+-------+---+-------+--------+--------+
|     |      |       |         | *     |   |       |        | ***C   |
|     |      |       |         | **COM |   |       |        | OMPLAI |
|     |      |       |         | PLAIN |   |       |        | NTS*** |
|     |      |       |         | TS*** |   |       |        |        |
+-----+------+-------+---------+-------+---+-------+--------+--------+
| #   |      |       | **      | *     |   |       | ***S   | ***PER |
| # J |      |       | *SYSTEM | **PER |   |       | YSTEMW | 100,   |
| AN. |      |       | WIDE*** | 100,0 |   |       | IDE*** | 000*** |
| -MA |      |       |         | 00*** |   |       |        |        |
| R.  |      |       |         |       |   |       |        |        |
+-----+------+-------+---------+-------+---+-------+--------+--------+
| ##  | *    | *     | ***E    | ***   |   | *     | ***ENP | ***ENP |
|  RA | **AI | **COM | NPLANEM | ENPLA |   | **COM | LANEME | LANEME |
| NK  | RLIN | PLAIN | ENTS*** | NEMEN |   | PLAIN | NTS*** | NTS*** |
| {#r | E*** | TS*** |         | TS*** |   | TS*** |        |        |
| ank |      |       |         |       |   |       |        |        |
| -1} |      |       |         |       |   |       |        |        |
+-----+------+-------+---------+-------+---+-------+--------+--------+

+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 1  | #     | 39  | 14       | **0   |     | 40  | 13       | **0   |
|    | ##### |     | ,648,760 | .27** |     |     | ,276,345 | .30** |
|    |  Sout |     |          |       |     |     |          |       |
|    | hwest |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 2  | **    | 31  | 3        | **1   |     | 13  | 2        | **0   |
|    | *Alas |     | ,071,641 | .01** |     |     | ,862,949 | .45** |
|    | ka*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 3  | *     | 310 | 25       | **1   |     | 152 | 24       | **0   |
|    | **Del |     | ,160,001 | .23** |     |     | ,578,054 | .62** |
|    | ta*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 4  | **    | 139 | 10       | **1   |     | 70  | 9        | **0   |
|    | *Cont |     | ,361,802 | .34** |     |     | ,566,515 | .73** |
|    | inent |     |          |       |     |     |          |       |
|    | al*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 5  | **    | 324 | 20       | **1   |     | 241 | 19       | **1   |
|    | *Unit |     | ,112,237 | .61** |     |     | ,326,149 | .25** |
|    | ed*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 6  | ***US | 293 | 13       | **2   |     | 76  | 13       | **0   |
|    | Airwa |     | ,016,034 | .25** |     |     | ,339,182 | .57** |
|    | ys*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 7  | ***Am | 97  | 4        | **2   |     | 54  | 4        | **1   |
|    | erica |     | ,262,967 | .28** |     |     | ,149,017 | .30** |
|    | We    |     |          |       |     |     |          |       |
|    | st*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 8  | ***A  | 428 | 18       | **2   |     | 202 | 19       | **1   |
|    | meric |     | ,368,899 | .33** |     |     | ,301,885 | .05** |
|    | an*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 9  | ***T  | 135 | 5        | **2   |     | 53  | 5        | **0   |
|    | W     |     | ,732,792 | .35** |     |     | ,653,419 | .94** |
|    | A***  |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 10 | ***No | 327 | 12       | **2   |     | 158 | 12       | **1   |
|    | rthwe |     | ,436,457 | .63** |     |     | ,720,105 | .24** |
|    | st*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
|    | **TO  | **2 | **127,1  | **1   |     | **1 | **124,7  | **0   |
|    | TAL** | ,12 | 71,590** | .67** |     | ,05 | 73,620** | .85** |
|    |       | 3** |          |       |     | 9** |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+

> 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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