+---------------------------------+------------------------------------+
| ![](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: July 2000**                    |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays May 2000                 |
|                           | >                                        |
|                           | > 12 Months Ending May 2000              |
|                           | >                                        |
|                           | > Mishandled Baggage May 2000            |
|                           | >                                        |
|                           | > Oversales 1st Quarter 2000             |
|                           | >                                        |
|                           | > Consumer Complaints May 2000           |
|                           | >                                        |
|                           | > Disability Complaints May 2000         |
+---------------------------+------------------------------------------+

> ***Office of Aviation Enforcement and Proceedings***
>
> *http://www.dot.gov/airconsumer/*

**[Table of Contents]{.smallcaps}**

**Section Page**

***INTRODUCTION*** \...\...\...\...\...\...\.......2

***Flight Delays***

**Explanation** \...\...\...\...\...\...\.......3

**Table 1** \...\...\...\...\...\...\.......4

> Overall Percentage of Reported Flight
>
> Operations Arriving On Time, by Carrier

**Table 1A** \...\...\...\...\...\...\.......5

> Overall Percentage of Reported Flight
>
> Operations Arriving On Time and Carrier Rank,
>
> by Month, Quarter, and Data Base to Date

**Table 2** \...\...\...\...\...\...\.......6

> Number of Reported Flight Arrivals and Per-
>
> centage Arriving On Time, by Carrier and Airport

**Table 3** \...\...\...\...\...\...\.......8

> Percentage of All Carriers\' Reported Flight
>
> Operations Arriving On Time, by Airport and
>
> Time of Day

**Table 4** \...\...\...\...\...\...\......9

> Percentage of All Carriers\' Reported Flight
>
> Operations Departing On Time, by Airport and
>
> Time of Day

**Table 5** \...\...\...\...\...\.......10

> List of Regularly Scheduled Flights
>
> Arriving Late 80% of the Time or More (Check for all pages)

**Table 6** \...\...\...\...\...\...\.....11

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

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

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

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

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

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

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

**Section Page**

***Mishandled Baggage***

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

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

***Oversales***

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

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

***Consumer Complaints***

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

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

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

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

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

![](media/image4.wmf){width="3.3208333333333333in"
height="1.4597222222222221in"}

**[INTRODUCTION]{.underline}**

The Air Travel Consumer Report is a monthly product of the Department of
Transportation\'s Office of Aviation Enforcement and Proceedings. The
report is designed to assist consumers with information on the quality
of services provided by the airlines.

The report is divided into four sections. These sections deal with
flight delays, mishandled baggage, oversales and consumer complaints.
Each section of the report is preceded by a brief explanation of how to
read and understand the information provided.

The report normally is released by the end of the first week of each
month. The report is available via the Internet at
*http://www.dot.gov/airconsumer/*

NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA

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

![](media/image5.wmf)

**[FLIGHT DELAYS]{.underline}**

This section provides information about airline on-time performance,
flight delays, and cancellations. It is based on data filed by airlines
each month with the Department of Transportation as required by 14 CFR
Part 234 of DOT\'s regulations. It covers nonstop scheduled-service
flights between points within the United States (including territories)
by the largest U.S. air carriers, i.e., those with at least one percent
of total domestic scheduled-service passenger revenues. These 10
airlines account for more than 90 percent of domestic operating
revenues.

The rule requires carriers to currently report on operations to and from
the 29 U.S. airports that account for at least one percent of the
nation\'s total domestic scheduled-service passenger enplanements (see
Appendix for a complete list of the reportable airports). However, all
10 airlines have voluntarily provided data for their entire domestic
systems, and that information is included in this report.

A flight is counted as \"on time\" if it operated less than 15 minutes
after the scheduled time shown in the carriers\' Computerized
Reservations Systems. All tables in this report except Table 4 are based
on gate arrival times; Table 4 is based on gate departure times.
Cancelled and diverted operations are counted as late.

In fulfilling DOT's data reporting requirements, the reporting air
carriers use automated and/or manual systems for collecting flight data.
Those using an automated system rely on the Aircraft Communication
Addressing and Reporting System (ACARS). Based on the latest information
available to DOT, of the 10 reporting air carriers, 4 (American,
Northwest, United and US Airways) use ACARS exclusively; 3 (Alaska,
America West and Southwest) rely solely on their pilots, gate agents
and/or ground crews to record arrival times manually; and 3
(Continental, Delta and TWA) use a combination of ACARS and manual
reporting systems.

As indicated above, a carrier may voluntarily file data for its entire
domestic system. Tables 2, 3, and 4 are limited to the 29 required or
\"reportable\" airports; Tables 5, 6 and 7 contain data on flights
to/from all airports that were reported. Tables 1 and 8 each have one
column for the 29 \"reportable\" airports and another for all of the
airports reported; see footnote C for additional explanation.

Tables 1 through 4 display percentages of flight operations that were on
time, while Tables 5 and 6 show service that was late. Tables 1, 1A, and
2 present data by carrier; airlines are ranked by performance in Table 1
and are listed in alphabetical order by carrier code in Table 2 (see
Appendix for codes). Beginning with the February 1988 report, Table 1A
shows carrier rankings by month and time-series data on the percentage
of flight operations that arrived on time.

Tables 3 and 4 provide information by airport and time of day. Table 5
is a list of the most frequently delayed flights, showing the percentage
of each flight\'s operations that were late that month and the average
and median number of minutes the flight was late. The flights with the
highest percentage of late operations are listed first in Table 5; where
percentages are identical, flights are listed alphabetically by carrier
code. Table 6, like Tables 1, 1A, and 2, presents data by carrier, but
lists the carriers in rank order from worst to best based on the number
of flights which were late 70% of the time or more. Table 7 lists more
than 200 cities in alphabetical order with the corresponding on-time
arrival and departure percentages.

Tables 3, 4, and 5 contain information on the time of day that a flight
operated. All times are local. A 10:50 a.m. departure from Atlanta is
10:50 a.m. Atlanta time; if that flight arrived in Dallas at 11:45 a.m.,
that is 11:45 a.m. Dallas time. If a flight\'s scheduled operating time
changed during the month, Table 5 shows the time that was in effect for
the last flight operation performed that month.

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

This report provides summary information; except for the few flights
listed in Table 5, it does not show the on-time record of individual
flights. A printout showing the performance of each specific flight
reported to DOT is available for inspection in the Reports Reference
Room (room 4201) of the Office of Airline Information at DOT\'s
headquarters in Washington, D.C. The on-time performance for individual
markets and flights can be searched at
*http://www.bts.gov/ntda/oai/search.html*. Computer tapes containing
data for all reported flight operations are available for purchase from
the Transportation Systems Center in Cambridge, Massachusetts. The
Department cannot respond to inquiries about the performance of
individual flights.

However, information on the performance of specific flights is displayed
on the Computerized Reservations Systems used by most airlines and
travel agencies. Each of the reporting carriers\' flights has a
one-digit code between 0 and 9 representing that flight\'s percentage of
on-time operations for the latest reported month. For example, \"8\"
means that flight arrived on time (within 15 minutes) between 80% and
89.9% of the time during the latest reported month.

![](media/image6.wmf){width="1.3027777777777778in"
height="0.4479166666666667in"}

MAY 2000

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER

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

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

NUMBER OF PERCENT OF NUMBER OF PERCENT OF

AIRPORTS ARRIVALS AIRPORTS ARRIVALS

CARRIER A/ REPORTED ON TIME D/ REPORTED ON TIME D/

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

DELTA S/ 29 80.1 110 80.7

NORTHWEST S/ 29 78.8 113 78.9

SOUTHWEST S/ 14 78.0 57 78.0

CONTINENTAL S/ 27 76.9 79 77.9

ALASKA S/ 7 76.6 34 76.5

US AIRWAYS S/ 25 76.0 89 76.2

TRANS WORLD S/ 29 75.6 76 75.6

AMERICAN S/ 29 73.9 91 74.2

AMERICA WEST S/ 25 69.3 52 69.6

UNITED S/ 29 56.6 100 56.6

T O T A L 73.4 74.3

For simplicity, statistics are displayed to one decimal place. Actual
ranking order is based on our computer carrying out the number of
decimal places to nine.

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

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

NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA

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

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

MAY 2000

AIR TRAVEL CONSUMER REPORT

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

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

12 MONTHS

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

CARRIER 04-06 1999 07-09 1999 10-12 1999 01-03 2000 03 2000 04 2000 05
2000 05 2000 09 1987 - 05 2000

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

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

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

ALASKA 72.5 (7) 72.0 (8) 69.7 (9) 66.5 (9) 68.2 (9) 70.8 (8) 76.5 (5)
70.5 (9) 76.9 (9)

AMERICA WEST 72.3 (8) 62.7 (10) 69.2 (10) 64.7 (10) 62.6 (10) 69.6 (9)
69.6 (9) 66.6 (10) 79.2 (4)

AMERICAN 66.5 (10) 75.6 (5) 80.7 (3) 75.2 (6) 74.9 (6) 75.0 (6) 74.2 (8)
75.8 (6) 79.3 (3)

CONTINENTAL 74.2 (5) 74.0 (6) 79.8 (5) 77.7 (3) 80.7 (4) 79.8 (3) 77.9
(4) 76.7 (5) 78.4 (6)

DELTA 76.9 (4) 77.6 (4) 80.6 (4) 77.4 (4) 79.9 (5) 79.5 (4) 80.7 (1)
78.3 (4) 77.6 (8)

NORTHWEST 79.3 (1) 80.1 (3) 84.9 (2) 79.4 (2) 83.2 (1) 81.2 (1) 78.9 (2)
80.7 (2) 79.9 (2)

SOUTHWEST 78.2 (2) 81.8 (2) 79.8 (6) 76.0 (5) 74.2 (7) 77.6 (5) 78.0 (3)
78.7 (3) 83.0 (1)

TRANS WORLD 77.0 (3) 83.5 (1) 87.2 (1) 81.1 (1) 81.1 (3) 81.0 (2) 75.6
(7) 81.7 (1) 77.9 (7)

UNITED 71.3 (9) 72.4 (7) 79.5 (7) 70.8 (8) 73.1 (8) 65.6 (10) 56.6 (10)
71.6 (8) 76.3 (10)

US AIRWAYS 72.8 (6) 67.2 (9) 76.9 (8) 74.3 (7) 81.1 (2) 72.3 (7) 76.2
(6) 72.7 (7) 78.4 (5)

TOTAL 74.3 75.5 79.8 75.2 77.0 75.4 74.3 76.0 78.7

MAY 2000

AIR TRAVEL CONSUMER REPORT

TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON
TIME D/

BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

ATL BOS BWI CLT CVG DCA DEN

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

\# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF
% ON

CARRIER ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR.
TIME

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

AA 712 76.1 1368 68.1 337 68.8 213 65.7 93 72.0 953 73.7 600 72.2

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

CO 584 78.3 745 71.5 346 79.5 111 79.3 H/ 634 83.0 357 81.8

DL 18738 82.0 2236 75.4 390 80.0 275 82.9 5832 83.1 1371 80.0 612 84.0

HP 153 49.7 236 53.0 186 39.8 H/ H/ 56 75.0 210 68.1

NW 508 71.9 579 69.4 381 73.8 204 77.0 39 79.5 594 78.8 311 77.8

TW 208 72.1 262 69.1 186 75.8 119 81.5 117 80.3 205 76.6 181 66.9

UA 639 55.2 1369 57.1 427 58.1 154 59.1 181 49.2 519 53.6 9125 61.8

US 739 75.5 2508 69.3 2397 78.1 10095 82.2 H/ 2685 81.6 242 78.5

WN H/ H/ 3052 74.0 H/ H/ H/ H/

TOTAL 22281 80.2 9303 68.6 7702 73.9 11171 81.5 6262 81.9 7017 77.8
11638 65.1

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 14430 79.0 428 73.6 926 60.0 549 70.7 1066 76.5 1008 75.8 3019 74.2

AS H/ H/ H/ H/ H/ 316 77.2 753 78.0

CO 605 76.2 317 71.3 6181 70.9 8446 81.8 H/ 476 78.2 672 78.9

DL 3821 79.9 341 75.7 1009 65.5 340 75.3 1025 71.3 836 82.5 1394 81.4

HP 188 66.5 155 54.2 274 55.8 184 60.3 245 43.7 2586 65.8 823 69.1

NW 441 73.9 10319 80.7 568 65.7 335 77.9 151 72.8 371 69.3 558 76.7

TW 292 66.8 180 72.2 181 65.7 119 62.2 804 72.8 187 55.1 357 51.5

UA 692 53.2 372 52.2 965 48.1 491 44.8 553 57.7 1212 59.7 6171 59.4

US 336 69.3 356 69.7 422 66.1 337 75.7 H/ 198 55.6 488 70.3

WN H/ 575 75.7 H/ 193 79.8 H/ 4637 79.0 3617 76.4

TOTAL 20805 77.7 13043 78.4 10526 66.4 10994 78.5 3844 69.4 11827 73.0
17852 69.7

MAY 2000

AIR TRAVEL CONSUMER REPORT

TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON
TIME D/

BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

LGA MCO MIA MSP ORD PDX PHL

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

\# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF
% ON

CARRIER ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR.
TIME

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

AA 1590 61.4 695 79.7 3255 81.4 503 69.2 9206 69.3 332 72.6 665 61.2

AS H/ H/ H/ H/ H/ 1348 83.5 H/

CO 448 66.5 592 82.3 366 81.1 225 81.3 591 67.2 119 68.1 248 74.2

DL 2199 72.3 2818 80.2 465 83.9 371 79.0 813 70.1 620 73.5 701 73.0

HP H/ 62 33.9 62 51.6 148 61.5 208 52.9 183 67.8 153 45.8

NW 590 62.5 463 76.9 260 80.8 9812 84.2 806 70.7 185 58.4 474 64.3

TW 267 65.5 389 78.4 221 82.4 284 76.1 317 66.6 124 56.5 174 76.4

UA 871 52.1 657 58.6 526 54.9 651 53.6 12928 56.5 1008 51.4 791 48.0

US 2005 65.9 1583 79.5 543 80.3 244 71.3 659 67.8 H/ 7042 69.4

WN H/ 1285 80.5 H/ H/ H/ 911 79.6 H/

TOTAL 7970 65.1 8544 78.0 5698 78.7 12238 81.1 25528 62.6 4830 71.4
10248 67.1

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 543 75.9 92 78.3 818 81.3 697 72.6 1283 64.7 186 74.2 389 63.8 463
77.3

AS 264 80.3 H/ 364 81.0 3561 73.8 538 70.4 H/ H/ H/

CO 361 84.2 80 83.8 271 80.4 305 63.6 510 68.8 93 76.3 120 80.8 443 81.0

DL 708 85.3 279 82.8 496 81.7 588 70.4 773 67.7 4594 84.6 277 71.8 1014
81.0

HP 6882 77.7 H/ 308 73.1 216 51.9 336 53.9 164 72.6 62 48.4 62 46.8

NW 369 76.7 166 77.7 186 76.9 525 56.2 432 63.0 92 82.6 344 76.2 340
82.6

TW 186 60.8 170 74.7 155 58.1 181 52.5 227 51.5 93 54.8 10253 79.9 186
87.6

UA 1103 60.7 181 50.3 1123 60.3 1445 43.3 6775 53.8 483 58.4 272 47.4
316 56.0

US 341 73.6 8111 78.9 166 70.5 186 53.8 414 62.6 H/ 279 72.4 1204 76.9

WN 5250 80.0 H/ 2333 76.9 1115 82.1 430 65.3 1082 81.9 2487 75.2 1409
81.5

TOTAL 16007 77.5 9079 78.4 6220 74.4 8819 66.7 11718 58.4 6787 81.2
14483 77.5 5437 78.4

> MAY 2000
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 3. PERCENTAGE OF ALL CARRIERS\' REPORTED FLIGHT OPERATIONS
> ARRIVING ON TIME D/
>
> BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)
>
> ARRIVAL AIRPORT
>
> SCHEDULED
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> ARRIVAL TIME ATL BOS BWI CLT CVG DCA DEN DFW DTW EWR IAH JFK LAS LAX
> LGA MCO
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
>
> 600 - 659 AM 84.3 74.3 72.6 68.5 80.1 J/ 100.0 82.1 82.1 72.6 89.0
> 70.4 93.9 88.7 77.3 55.1
>
> 700 - 759 AM 92.5 77.4 82.3 92.4 86.3 88.1 75.8 87.7 91.0 82.0 87.2
> 68.8 92.6 87.2 87.9 89.4
>
> 800 - 859 AM 85.7 81.0 90.1 88.1 87.4 86.5 73.7 89.3 85.1 90.8 83.7
> 53.4 92.2 81.4 85.8 91.8
>
> 900 - 959 AM 81.8 85.2 91.4 84.1 84.8 85.3 74.6 82.7 86.2 86.5 79.0 J/
> 86.1 81.9 84.2 89.2
>
> 1000 - 1059 AM 84.6 81.4 91.5 84.0 92.0 84.4 70.9 81.2 86.8 86.9 80.9
> 87.9 75.6 75.9 76.1 88.9
>
> 1100 - 1159 AM 87.3 83.5 85.5 90.1 86.8 87.9 70.8 81.0 84.3 82.0 80.7
> J/ 79.5 78.7 76.0 85.5
>
> 1200 - 1259 PM 87.4 77.0 82.3 85.0 80.2 85.2 74.7 82.7 85.2 82.3 86.0
> J/ 77.0 67.0 78.6 81.9
>
> 100 - 159 PM 83.1 78.4 83.1 83.9 85.4 85.1 64.6 81.4 82.4 81.1 82.1
> 83.9 79.2 69.4 74.5 82.8
>
> 200 - 259 PM 81.8 75.6 80.3 83.1 91.2 84.0 65.5 79.4 84.5 68.2 81.8
> 82.1 76.7 74.2 72.0 83.6
>
> 300 - 359 PM 78.8 69.6 72.3 80.0 84.2 78.4 58.7 82.2 79.5 67.5 77.0
> 73.7 68.4 69.4 66.7 83.6
>
> 400 - 459 PM 80.2 68.2 70.9 78.1 69.4 70.9 59.5 75.8 78.2 59.9 79.5
> 73.7 68.1 68.0 64.6 80.4
>
> 500 - 559 PM 72.2 60.1 66.7 81.5 75.9 76.0 61.5 72.0 72.7 59.4 68.7
> 67.5 63.8 67.9 58.6 74.8
>
> 600 - 659 PM 77.5 60.1 69.8 82.2 79.0 72.3 58.8 71.8 65.8 55.6 69.5
> 65.4 70.4 65.6 56.7 73.6
>
> 700 - 759 PM 71.2 57.2 65.2 76.0 75.0 69.2 54.7 71.1 74.1 50.9 77.7
> 58.6 69.4 66.2 51.9 62.6
>
> 800 - 859 PM 72.8 59.2 63.4 63.5 72.5 70.8 60.2 66.2 72.5 52.9 72.6
> 66.4 69.5 60.8 51.0 68.8
>
> 900 - 959 PM 61.1 61.5 63.9 71.8 79.3 66.0 58.8 69.2 68.0 54.7 73.7
> 65.1 65.8 59.2 49.4 66.7
>
> 1000 - 1059 PM 78.5 58.2 60.4 69.6 63.7 69.0 60.0 73.9 71.1 54.8 62.8
> 51.6 66.2 55.8 53.2 67.5
>
> 1100 - 559 AM 72.3 60.3 62.3 70.7 63.0 67.3 58.1 75.3 68.9 61.3 69.3
> 67.0 61.7 64.2 54.2 67.6
>
> TOTAL, ALL ARRIVALS,
>
> BY AIRPORT 80.2 68.6 73.9 81.5 81.9 77.8 65.1 77.7 78.4 66.4 78.5 69.4
> 73.0 69.7 65.1 78.0
>
> ARRIVAL AIRPORT
>
> SCHEDULED
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> ARRIVAL TIME MIA MSP ORD PDX PHL PHX PIT SAN SEA SFO SLC STL TPA TOTAL
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\--
>
> 600 - 659 AM 62.4 91.6 75.4 J/ 79.7 94.1 87.3 J/ 81.0 81.7 J/ 83.6
> 58.1 81.6
>
> 700 - 759 AM 96.8 90.1 77.4 94.3 87.3 94.5 90.3 96.2 95.3 82.7 94.6
> 85.0 99.2 87.0
>
> 800 - 859 AM 96.8 81.9 72.3 90.5 75.7 88.9 86.5 92.4 87.1 84.4 95.2
> 87.4 92.3 84.5
>
> 900 - 959 AM 91.7 88.0 76.2 86.8 82.0 82.6 89.2 88.0 78.7 72.1 93.0
> 88.4 90.2 83.2
>
> 1000 - 1059 AM 87.4 84.1 74.7 76.8 83.8 87.5 81.4 85.4 73.6 62.1 83.2
> 78.9 88.2 80.5
>
> 1100 - 1159 AM 83.3 85.7 62.7 71.8 75.6 79.4 85.9 81.4 75.1 58.6 82.7
> 82.7 87.9 79.6
>
> 1200 - 1259 PM 87.3 87.4 64.1 80.9 74.0 81.0 79.5 79.3 72.2 57.1 79.6
> 84.7 82.2 78.4
>
> 100 - 159 PM 79.0 81.3 63.3 63.1 75.8 79.0 83.0 74.4 64.9 52.4 83.5
> 78.3 82.6 76.7
>
> 200 - 259 PM 84.9 78.4 58.9 83.6 72.5 75.6 82.7 66.3 66.5 60.5 80.2
> 80.6 85.7 75.9
>
> 300 - 359 PM 80.7 80.6 63.2 76.9 68.9 78.1 84.0 77.1 67.2 58.7 83.1
> 77.8 83.6 74.6
>
> 400 - 459 PM 80.9 76.3 54.6 67.5 64.1 74.8 75.2 71.1 60.6 56.2 74.0
> 73.5 82.1 70.5
>
> 500 - 559 PM 82.6 82.3 55.9 68.8 60.3 75.9 71.5 70.7 63.6 55.1 75.8
> 72.0 76.6 68.6
>
> 600 - 659 PM 71.9 76.7 52.0 64.1 51.7 73.0 63.6 59.1 61.3 56.0 75.5
> 71.8 74.9 66.8
>
> 700 - 759 PM 71.0 76.3 57.9 61.1 51.3 66.9 70.8 64.4 55.2 52.7 85.0
> 72.5 68.8 67.0
>
> 800 - 859 PM 61.0 74.6 52.1 66.1 54.7 65.0 72.9 68.8 55.3 50.1 77.3
> 72.9 66.9 64.3
>
> 900 - 959 PM 73.7 76.7 54.2 61.5 54.4 66.2 68.5 68.0 58.1 48.6 70.5
> 67.0 71.5 64.7
>
> 1000 - 1059 PM 62.9 77.9 54.7 59.3 54.3 68.0 73.4 69.1 63.9 48.7 62.8
> 55.8 70.4 64.5
>
> 1100 - 559 AM 73.2 60.6 65.6 73.2 67.1 70.9 71.7 77.2 64.6 53.9 66.2
> 68.1 67.9 65.2
>
> TOTAL, ALL ARRIVALS,
>
> BY AIRPORT 78.7 81.1 62.6 71.4 67.1 77.5 78.4 74.4 66.7 58.4 81.2 77.5
> 78.4 73.4
>
> MAY 2000
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 4. PERCENTAGE OF ALL CARRIERS\' REPORTED FLIGHT OPERATIONS
> DEPARTING ON TIME E/
>
> BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)
>
> DEPARTURE AIRPORT
>
> SCHEDULED
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> DEPARTURE TIME ATL BOS BWI CLT CVG DCA DEN DFW DTW EWR IAH JFK LAS LAX
> LGA MCO
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
>
> 600 - 659 AM 92.0 88.4 92.6 89.6 93.9 90.7 92.8 90.3 88.4 88.5 96.6
> 93.6 91.5 90.1 87.1 93.4
>
> 700 - 759 AM 89.9 86.4 92.0 95.5 89.3 92.3 83.2 90.2 87.6 89.9 91.5
> 85.0 91.6 87.3 88.7 91.3
>
> 800 - 859 AM 88.3 87.8 84.5 88.3 90.1 89.8 86.1 82.7 86.3 84.4 86.3
> 86.0 89.8 83.5 84.8 90.6
>
> 900 - 959 AM 86.4 81.7 86.9 86.5 91.0 91.4 78.8 85.0 84.4 85.7 86.0
> 83.1 85.5 82.3 86.2 90.5
>
> 1000 - 1059 AM 88.2 84.6 81.4 83.7 92.1 90.2 75.2 81.4 84.1 82.2 82.2
> 77.4 77.6 77.5 85.8 89.4
>
> 1100 - 1159 AM 85.6 81.3 83.9 81.9 85.6 88.2 73.4 79.1 83.6 84.3 81.0
> 90.7 75.1 74.7 79.9 88.2
>
> 1200 - 1259 PM 87.5 81.3 79.9 81.2 88.7 86.2 69.8 79.5 81.7 82.0 84.4
> 87.9 72.3 72.5 77.9 82.4
>
> 100 - 159 PM 86.4 78.1 77.9 84.1 78.2 87.0 73.0 80.6 78.0 79.4 84.5 J/
> 73.1 71.5 78.9 81.0
>
> 200 - 259 PM 78.3 75.2 81.1 85.5 79.7 84.9 68.8 73.5 74.8 77.0 80.4
> 86.6 71.1 68.5 75.2 79.9
>
> 300 - 359 PM 82.2 74.0 71.6 78.6 84.5 80.9 64.0 77.7 71.9 71.5 74.7
> 81.0 64.7 71.1 76.2 76.6
>
> 400 - 459 PM 76.2 69.3 65.3 73.1 84.8 78.0 57.4 75.5 73.4 66.0 87.4
> 80.3 64.5 66.6 69.0 82.7
>
> 500 - 559 PM 76.6 63.7 63.4 74.3 54.8 77.1 60.5 69.4 70.9 60.8 76.1
> 73.7 58.9 69.2 66.4 75.4
>
> 600 - 659 PM 69.7 62.9 63.5 76.3 83.6 74.3 60.4 66.9 62.6 55.6 75.3
> 67.3 61.1 67.2 62.2 71.4
>
> 700 - 759 PM 76.4 62.6 59.6 74.7 79.5 75.1 56.5 74.1 65.1 58.5 72.7
> 73.4 63.6 61.5 57.5 73.9
>
> 800 - 859 PM 73.0 65.0 63.1 75.9 79.4 73.5 52.9 65.7 67.3 60.9 77.6
> 71.4 58.9 57.9 59.7 66.4
>
> 900 - 959 PM 76.9 69.5 64.6 76.3 76.5 82.2 58.1 72.2 73.7 52.8 77.7
> 67.0 67.9 64.4 64.3 72.8
>
> 1000 - 1059 PM 78.6 J/ 41.9 79.6 85.4 J/ 58.5 68.1 71.4 69.2 77.4 72.6
> 73.2 75.8 J/ 78.4
>
> 1100 - 559 AM 79.6 91.8 100.0 56.7 J/ J/ 77.2 75.9 90.3 88.7 83.9 82.3
> 69.7 81.7 92.3 J/
>
> TOTAL, ALL DEPARTURES,
>
> BY AIRPORT 82.1 76.7 76.7 80.5 84.7 83.9 68.7 76.7 77.0 75.4 81.4 79.5
> 73.0 74.5 76.1 81.9
>
> DEPARTURE AIRPORT
>
> SCHEDULED
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> DEPARTURE TIME MIA MSP ORD PDX PHL PHX PIT SAN SEA SFO SLC STL TPA
> TOTAL
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\--
>
> 600 - 659 AM 83.0 88.6 86.7 90.6 88.2 92.7 90.4 93.1 92.7 88.1 93.3
> 92.3 93.4 90.2
>
> 700 - 759 AM 87.0 87.8 84.3 88.7 87.9 88.5 90.0 89.8 89.3 83.9 93.6
> 88.2 91.6 88.5
>
> 800 - 859 AM 87.1 83.7 81.0 82.8 84.4 87.5 88.9 88.7 88.4 81.2 89.3
> 86.5 92.6 86.0
>
> 900 - 959 AM 83.9 90.3 72.8 77.6 81.1 77.2 87.6 88.8 85.6 82.2 89.4
> 85.8 91.7 84.1
>
> 1000 - 1059 AM 91.9 86.7 77.0 86.1 81.3 75.9 84.8 79.4 79.9 73.6 90.1
> 86.1 90.0 82.2
>
> 1100 - 1159 AM 87.7 85.5 71.2 83.8 73.5 71.2 85.1 76.3 75.2 65.8 87.1
> 78.2 85.0 79.6
>
> 1200 - 1259 PM 84.2 78.1 69.2 80.2 81.4 68.0 90.8 79.1 73.7 61.6 77.4
> 79.4 86.4 78.1
>
> 100 - 159 PM 83.0 84.2 67.7 82.6 76.9 78.4 77.8 76.9 74.3 64.7 83.5
> 80.3 83.4 78.3
>
> 200 - 259 PM 87.2 78.9 64.2 71.3 70.9 63.8 80.5 60.2 70.5 55.4 85.9
> 75.8 76.7 73.8
>
> 300 - 359 PM 76.1 78.2 59.4 78.9 68.9 70.6 66.1 72.5 68.8 57.4 80.2
> 73.9 80.4 72.6
>
> 400 - 459 PM 81.0 78.7 58.8 76.0 76.3 69.8 79.1 69.3 71.2 59.3 82.0
> 73.4 78.9 71.8
>
> 500 - 559 PM 77.3 75.4 53.9 72.7 63.2 68.2 70.8 68.1 68.5 57.9 70.2
> 72.4 73.3 68.3
>
> 600 - 659 PM 84.9 79.0 58.2 75.4 65.8 70.9 77.5 67.0 66.4 60.4 77.9
> 69.3 77.8 68.4
>
> 700 - 759 PM 73.6 76.1 52.2 69.1 59.6 62.6 83.3 65.3 66.8 51.4 74.6
> 65.8 78.6 66.1
>
> 800 - 859 PM 73.3 77.0 57.5 69.3 59.0 65.0 72.3 60.8 56.5 54.1 87.4
> 68.5 69.1 67.4
>
> 900 - 959 PM 71.0 J/ 54.9 81.5 63.3 70.7 80.6 74.9 67.1 55.9 73.7 64.7
> 68.1 68.4
>
> 1000 - 1059 PM J/ 80.8 55.6 45.8 J/ 70.1 75.1 90.6 77.0 66.2 81.9 65.3
> 75.8 73.6
>
> 1100 - 559 AM 95.2 J/ 92.0 88.2 70.4 93.9 100.0 88.7 80.8 75.1 96.8
> 70.4 87.1 78.4
>
> TOTAL, ALL DEPARTURES,
>
> BY AIRPORT 82.0 82.2 66.7 80.4 73.1 74.5 80.5 78.2 76.8 68.0 84.7 76.6
> 83.7 76.7
>
> MAY 2000
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF
> THE TIME OR MORE
>
> NUMBER OF PERCENTAGE OF FLIGHT
>
> FLIGHT ORIGIN-DESTIN. SCHEDULED OPERATIONS OPERATIONS ARRIVING NO. OF
> MIN. LATE
>
> CARRIER NUMBER AIRPORTS DEPARTURE TIME REPORTED 15 MINUTES LATE OR
> MORE D/ AVERAGE MEDIAN
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> UA 267 IAD-SEA 1740 28 96.43 60 32
>
> HP 2882 PHX-FLL 1500 31 93.55 51 29
>
> UA 1262 DEN-STL 1850 28 92.86 72 27
>
> UA 433 ORD-SEA 1155 28 92.86 42 31
>
> UA 939 ORD-SEA 1144 30 90.00 54 36
>
> UA 1423 DEN-SEA 1430 28 89.29 80 33
>
> UA 1173 ORD-PDX 1144 28 89.29 55 37
>
> UA 769 ORD-SEA 1925 28 89.29 50 49
>
> UA 146 ORD-DSM 2226 24 87.50 45 27
>
> UA 1874 ORD-PHL 1800 23 86.96 60 19
>
> UA 716 SMF-DEN 1454 28 85.71 46 48
>
> UA 1285 DEN-BUR 2000 28 85.71 39 28
>
> UA 503 ORD-PDX 1746 27 85.19 60 41
>
> HP 2246 PHX-BWI 1736 31 83.87 59 42
>
> UA 1831 DEN-SEA 1643 31 83.87 41 24
>
> UA 655 ORD-SEA 1802 28 82.14 52 32
>
> UA 463 ORD-PDX 1514 28 82.14 41 30
>
> UA 2136 SFO-SEA 1955 27 81.48 66 46
>
> US 1820 PHL-BOS 1530 27 81.48 53 36
>
> UA 2058 LAX-SFO 1735 27 81.48 43 32
>
> UA 1868 ORD-PHL 1600 26 80.77 59 34
>
> UA 333 ORD-SEA 0926 31 80.65 61 34
>
> UA 2227 SFO-BUR 2105 31 80.65 58 31
>
> UA 392 ORD-MDT 1735 31 80.65 48 30
>
> UA 716 DEN-IAH 1855 31 80.65 48 45
>
> UA 1891 ORD-PDX 0920 31 80.65 36 27
>
> UA 648 ORD-EWR 1330 31 80.65 32 22
>
> UA 146 SFO-ORD 1545 31 80.65 32 24
>
> UA 217 IAD-SEA 0915 31 80.65 30 28
>
> HP 2064 LAS-BOS 1624 30 80.00 60 55
>
> UA 1008 LAX-SFO 2104 30 80.00 51 42
>
> WN 1139 CLE-MDW 2040 30 80.00 46 40
>
> HP 2749 LAS-CMH 2331 30 80.00 42 34

MAY 2000

AIR TRAVEL CONSUMER REPORT

TABLE 6. NUMBER AND PERCENTAGE OF REGULARLY SCHEDULED FLIGHTS I/

ARRIVING LATE 70% OF THE TIME OR MORE

NUMBER OF REGULARLY SCHEDULED FLIGHTS

REGULARLY SCHEDULED FLIGHTS LATE 70% OF THE TIME OR MORE D/

FOR WHICH \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--

CARRIER CARRIER REPORTED DATA NUMBER PERCENTAGE

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

UNITED 2251 140 6.2

AMERICA WEST 616 18 2.9

SOUTHWEST 2602 14 0.5

US AIRWAYS 2064 7 0.3

NORTHWEST 1520 4 0.3

TRANS WORLD 762 2 0.3

ALASKA 415 1 0.2

AMERICAN 2056 3 0.1

DELTA 2522 2 0.1

CONTINENTAL 1133 0 0.0

TOTAL 15941 191 1.2

> MAY 2000
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT
>
> PERCENT REPORTED PERCENT REPORTED
>
> ON-TIME OPERATIONS ON-TIME OPERATIONS
>
> CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> AKRON/CANTON, OH. (CAK) 88.8 92.1 89 89 ERIE, PA. (ERI) 81.7 90.8 120
> 120
>
> ALBANY, N.Y. (ALB) 72.1 81.5 1,224 1,213 EUGENE, OR. (EUG) 45.9 64.1
> 183 184
>
> ALBUQUERQUE, N.M. (ABQ) 75.5 81.7 3,122 3,121 FAIRBANKS, AK. (FAI)
> 72.6 82.3 492 492
>
> ALLENTOWN, PA. (ABE) 72.3 84.6 545 545 FARGO, N.D. (FAR) 85.6 93.3 194
> 194
>
> AMARILLO, TX. (AMA) 74.8 85.4 412 412 FAYETTEVILLE, N.C. (FAY) 86.3
> 92.7 124 124
>
> ANCHORAGE, AK. (ANC) 69.3 80.5 1,746 1,746 FLINT, MI. (FNT) 72.9 92.4
> 118 118
>
> ASHEVILLE, N.C. (AVL) 82.6 90.6 149 149 FRESNO, CA. (FAT) 74.2 93.5 31
> 31
>
> ATLANTA, GA. (ATL) 80.2 82.1 22,281 22,467 FT. LAUDERDALE, FL. (FLL)
> 78.2 81.5 4,080 4,079
>
> AUGUSTA, GA. (AGS) 84.8 92.4 92 92 FT. MYERS, FL. (RSW) 80.5 87.2
> 1,087 1,090
>
> AUSTIN, TX. (AUS) 75.9 80.9 3,560 3,560 FT. WAYNE, IN. (FWA) 90.6 90.3
> 32 31
>
> BALTIMORE, MD. (BWI) 73.9 76.7 7,702 7,699 GRAND FORKS, N.D. (GFK)
> 86.9 97.6 84 84
>
> BARROW, AK. (BRW) 61.8 64.0 89 89 GRAND RAPIDS, MI. (GRR) 74.1 86.2
> 665 665
>
> BATON ROUGE, LA. (BTR) 86.7 87.7 398 398 GREAT FALLS, MT. (GTF) 86.2
> 85.7 217 217
>
> BETHEL, AK. (BET) 74.2 77.5 89 89 GREEN BAY, WI. (GRB) 76.9 89.9 208
> 208
>
> BILLINGS, MT. (BIL) 78.5 87.3 246 245 GREENBRIER, W.V. (LWB) 93.3 93.3
> 15 15
>
> BINGHAMTON, N.Y. (BGM) 67.7 82.3 62 62 GREENSBORO/HIGH PT., N.C. (GSO)
> 74.8 83.6 1,294 1,290
>
> BIRMINGHAM, AL. (BHM) 83.5 85.6 1,749 1,742 GREENVILLE/SPARTBG., S.C.
> (GSP) 80.8 85.2 589 589
>
> BISMARCK, N.D. (BIS) 73.2 95.1 123 123 GULFPORT/BILOXI, MS. (GPT) 91.4
> 98.9 93 93
>
> BOISE, ID. (BOI) 72.2 86.0 1,059 1,060 HARLINGEN, TX. (HRL) 78.3 82.3
> 345 345
>
> BOSTON, MA. (BOS) 68.6 76.7 9,303 9,301 HARRISBURG, PA. (MDT) 71.0
> 86.2 614 616
>
> BOZEMAN, MT. (BZN) 77.9 91.5 154 153 HARTFORD, CT./SPGFLD, MA. (BDL)
> 74.7 82.2 3,074 3,072
>
> BRISTOL, TN. (TRI) 79.6 88.2 93 93 HONOLULU, OAHU, HI. (HNL) 76.2 87.3
> 1,026 1,027
>
> BUFFALO, N.Y. (BUF) 72.8 79.7 1,586 1,588 HOUSTON, TX. (HOU) 78.7 75.7
> 4,874 4,874
>
> BURBANK, CA. (BUR) 72.6 77.2 2,382 2,380 HOUSTON, TX. (IAH) 78.5 81.4
> 10,994 10,983
>
> BURLINGTON, VT. (BTV) 62.2 81.1 217 217 HUNTSVILLE/DECATUR, AL. (HSV)
> 77.4 89.5 486 486
>
> CEDAR RAPIDS/IOWA CTY,IA. (CID) 64.1 79.4 387 389 INDIANAPOLIS, IN.
> (IND) 71.8 80.7 2,923 2,922
>
> CHARLESTON, S.C. (CHS) 82.1 87.3 586 582 INDIO/PALM SPRINGS, CA. (PSP)
> 79.8 79.1 367 369
>
> CHARLESTON, W.V. (CRW) 82.8 84.9 93 93 ISLIP/LONG IS., N.Y. (ISP) 78.9
> 84.3 674 674
>
> CHARLOTTE, N.C. (CLT) 81.5 80.5 11,171 11,168 ITHACA, N.Y. (ITH) 86.2
> 91.4 116 116
>
> CHATTANOOGA, TN. (CHA) 79.8 93.3 89 89 JACKSON/VICKSBURG, MS. (JAN)
> 82.2 84.7 757 764
>
> CHICAGO, IL. (MDW) 76.0 72.0 4,681 4,681 JACKSONVILLE, FL. (JAX) 78.3
> 85.3 2,044 2,043
>
> CHICAGO, IL. (ORD) 62.6 66.7 25,528 25,513 JUNEAU, AK. (JNU) 82.1 84.9
> 352 352
>
> CINCINNATI, OH. (CVG) 81.9 84.7 6,262 6,268 KAHULUI, MAUI, HI. (OGG)
> 84.0 87.2 282 282
>
> CLEVELAND, OH. (CLE) 75.1 82.1 4,697 4,697 KALAMAZOO, MI. (AZO) 84.9
> 92.5 93 93
>
> COLORADO SPRINGS, CO. (COS) 73.1 84.8 1,097 1,096 KALISPELL, MT. (FCA)
> 86.6 91.1 119 124
>
> COLUMBIA, S.C. (CAE) 83.6 88.6 428 428 KANSAS CITY, MO. (MCI) 74.7
> 79.7 5,260 5,254
>
> COLUMBUS, OH. (CMH) 74.1 82.5 3,040 3,040 KETCHIKAN, AK. (KTN) 81.6
> 88.0 217 217
>
> CORDOVA, AK. (CDV) 83.9 87.1 62 62 KING SALMON, AK. (AKN) 63.9 72.2 36
> 36
>
> CORPUS CHRISTI, TX. (CRP) 83.0 88.1 259 260 KNOXVILLE, TN. (TYS) 76.2
> 83.5 630 618
>
> DALLAS/FT. WORTH, TX. (DAL) 77.6 75.3 4,172 4,173 KODIAK, AK. (ADQ)
> 79.0 83.9 62 62
>
> DALLAS/FT. WORTH, TX. (DFW) 77.7 76.7 20,805 20,799 KONA, HAWAII., HI.
> (KOA) 84.3 92.6 121 121
>
> DAYTON, OH. (DAY) 72.1 82.9 977 977 KOTZEBUE, AK. (OTZ) 68.4 71.1 76
> 76
>
> DAYTONA BEACH, FL. (DAB) 84.3 90.8 185 185 LA CROSSE, WI. (LSE) 100.0
> 100.0 3 4
>
> DEADHORSE, AK. (SCC) 61.3 71.0 31 31 LAFAYETTE, LA. (LFT) 100.0 100.0
> 2 2
>
> DENVER, CO. (DEN) 65.1 68.7 11,638 11,638 LANSING, MI. (LAN) 76.8 90.8
> 185 185
>
> DES MOINES, IA. (DSM) 63.3 78.9 629 629 LAS VEGAS, NV. (LAS) 73.0 73.0
> 11,827 11,823
>
> DETROIT, MI. (DTW) 78.4 77.0 13,043 13,044 LEXINGTON/FRKFT, KY. (LEX)
> 80.0 89.4 305 301
>
> DILLINGHAM, AK. (DLG) 74.3 77.1 35 35 LIHUE, KAUAI, HI. (LIH) 59.0
> 94.9 39 39
>
> DULUTH, MN. (DLH) 83.1 86.7 83 83 LINCOLN, NE. (LNK) 68.7 80.2 243 243
>
> DUTCH HARBOR, AK. (DUT) 75.8 71.0 62 62 LITTLE ROCK, AR. (LIT) 77.2
> 84.0 1,143 1,143
>
> EL PASO, TX. (ELP) 77.0 82.5 2,006 2,005 LONG BEACH, CA. (LGB) 76.6
> 85.6 325 326
>
> ELMIRA, N.Y. (ELM) 78.4 92.2 116 116 LOS ANGELES, CA. (LAX) 69.7 74.5
> 17,852 17,853
>
> MAY 2000
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT
>
> PERCENT REPORTED PERCENT REPORTED
>
> ON-TIME OPERATIONS ON-TIME OPERATIONS
>
> CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> LOUISVILLE, KY. (SDF) 77.5 85.8 2,023 2,016 SAN ANTONIO, TX. (SAT)
> 76.1 82.4 3,269 3,262
>
> LUBBOCK, TX. (LBB) 78.7 83.2 493 493 SAN DIEGO, CA. (SAN) 74.4 78.2
> 6,220 6,223
>
> MADISON, WI. (MSN) 73.7 83.2 392 392 SAN FRANCISCO, CA. (OAK) 76.4
> 79.0 4,720 4,720
>
> MANCHESTER, N.H. (MHT) 74.5 81.1 1,155 1,156 SAN FRANCISCO, CA. (SFO)
> 58.4 68.0 11,718 11,711
>
> MEDFORD, OR. (MFR) 59.8 69.9 122 123 SAN JOSE, CA. (SJC) 74.3 78.8
> 5,487 5,486
>
> MELBOURNE, FL. (MLB) 86.3 94.4 124 124 SAN JUAN, P.R. (SJU) 81.4 87.6
> 2,030 2,028
>
> MEMPHIS, TN. (MEM) 83.3 85.4 4,315 4,305 SANTA BARBARA, CA. (SBA) 64.3
> 69.4 269 271
>
> MIAMI, FL. (MIA) 78.7 82.0 5,698 5,690 SARASOTA/BRAD., FL. (SRQ) 84.3
> 92.4 440 435
>
> MIDLAND/ODESSA, TX. (MAF) 80.2 85.2 460 460 SAVANNAH, GA. (SAV) 82.3
> 89.1 469 469
>
> MILWAUKEE, WI. (MKE) 74.6 86.6 1,265 1,265 SCRANTON/WILKES-BARRE,PA.
> (AVP) 64.5 89.5 124 124
>
> MINNEAPLS/ST.P, MN. (MSP) 81.1 82.2 12,238 12,231 SEATTLE, WA. (SEA)
> 66.7 76.8 8,819 8,807
>
> MINOT, N.D. (MOT) 82.6 95.7 92 92 SHREVEPORT, LA. (SHV) 79.8 85.2 332
> 332
>
> MISSION/MCALLEN, TX. (MFE) 77.7 88.3 300 300 SIOUX CITY, IA. (SUX)
> 88.7 93.5 62 62
>
> MISSOULA, MT. (MSO) 78.6 91.6 154 154 SIOUX FALLS, S.D. (FSD) 75.3
> 91.9 308 308
>
> MOBILE,AL./PASCAGOULA,MS. (MOB) 82.5 87.2 372 367 SITKA, AK. (SIT)
> 83.7 91.3 104 104
>
> MOLINE, IL. (MLI) 81.0 87.1 147 147 SOUTH BEND, IN. (SBN) 73.4 85.3
> 143 143
>
> MONROE, LA. (MLU) 84.4 92.1 186 178 SPOKANE, WA. (GEG) 74.2 84.9 1,127
> 1,130
>
> MONTEREY, CA. (MRY) 56.5 69.4 62 62 SPRINGFIELD, MO. (SGF) 82.3 93.1
> 175 175
>
> MONTGOMERY, AL. (MGM) 89.2 90.3 93 93 ST. CROIX, V.I. (STX) 79.0 91.9
> 62 62
>
> MYRTLE BEACH, S.C. (MYR) 78.5 90.4 260 260 ST. LOUIS, MO. (STL) 77.5
> 76.6 14,483 14,488
>
> NASHVILLE, TN. (BNA) 77.8 78.3 4,933 4,937 ST. THOMAS, V.I. (STT) 81.8
> 89.1 220 220
>
> NEW ORLEANS, LA. (MSY) 78.9 83.7 4,255 4,254 SYRACUSE, N.Y. (SYR) 74.6
> 86.4 975 969
>
> NEW YORK, N.Y. (JFK) 69.4 79.5 3,844 3,870 TALLAHASSEE, FL. (TLH) 79.6
> 83.2 186 185
>
> NEW YORK, N.Y. (LGA) 65.1 76.1 7,970 7,974 TAMPA, FL. (TPA) 78.4 83.7
> 5,437 5,432
>
> NEWARK, N.J. (EWR) 66.4 75.4 10,526 10,506 TOLEDO, OH. (TOL) 80.9 85.4
> 89 89
>
> NEWBURGH, N.Y. (SWF) 68.8 84.7 125 124 TRAVERSE CITY, MI. (TVC) 81.9
> 87.9 116 116
>
> NOME, AK. (OME) 69.6 72.2 79 79 TUCSON, AZ. (TUS) 74.4 79.9 1,682
> 1,680
>
> NORFOLK/VA. BEACH, VA. (ORF) 75.6 85.2 1,350 1,342 TULSA, OK. (TUL)
> 76.0 81.2 1,719 1,705
>
> OKLAHOMA CITY, OK. (OKC) 70.8 81.4 1,680 1,679 VALPARAISO, FL. (VPS)
> 82.8 92.5 93 93
>
> OMAHA, NE. (OMA) 69.6 81.3 1,497 1,485 WASHINGTON, D.C. (DCA) 77.8
> 83.9 7,017 7,019
>
> ONTARIO, CA. (ONT) 76.5 80.1 3,028 3,027 WASHINGTON, D.C. (IAD) 68.3
> 74.0 5,636 5,632
>
> ORANGE COUNTY, CA. (SNA) 76.4 82.2 3,720 3,722 WEST PALM BEACH, FL.
> (PBI) 77.9 83.4 1,925 1,926
>
> ORLANDO, FL. (MCO) 78.0 81.9 8,544 8,542 WHITE PLAINS, N.Y. (HPN) 63.7
> 71.7 410 413
>
> PASCO, WA. (PSC) 84.6 84.6 123 123 WICHITA, KS. (ICT) 66.7 79.7 511
> 512
>
> PENSACOLA, FL. (PNS) 82.7 91.2 490 489 WILMINGTON, N.C. (ILM) 81.7
> 86.0 186 186
>
> PETERSBURG, AK. (PSG) 80.6 83.9 62 62 WRANGELL, AK. (WRG) 80.6 85.5 62
> 62
>
> PHILADELPHIA, PA. (PHL) 67.1 73.1 10,248 10,246 YAKUTAT, AK. (YAK)
> 83.9 85.5 62 62
>
> PHOENIX, AZ. (PHX) 77.5 74.5 16,007 16,009
>
> PITTSBURGH, PA. (PIT) 78.4 80.5 9,079 9,077
>
> PORTLAND, ME. (PWM) 74.2 84.6 492 492
>
> PORTLAND, OR. (PDX) 71.4 80.4 4,830 4,827
>
> PROVIDENCE, R.I. (PVD) 74.5 81.0 2,150 2,150
>
> RALEIGH/DURHAM, N.C. (RDU) 76.3 85.1 3,135 3,135
>
> RAPID CITY, S.D. (RAP) 80.5 91.9 123 123
>
> RENO, NV. (RNO) 77.2 82.3 2,852 2,853
>
> RICHMOND, VA. (RIC) 75.2 83.0 1,480 1,480
>
> ROANOKE, VA. (ROA) 73.6 87.9 182 182
>
> ROCHESTER, MN. (RST) 67.1 84.7 158 157
>
> ROCHESTER, N.Y. (ROC) 71.2 79.7 1,188 1,190
>
> SACRAMENTO, CA. (SMF) 73.2 77.1 3,289 3,290
>
> SAGINAW, MI. (MBS) 70.8 84.3 319 319
>
> SALT LAKE CITY, UT. (SLC) 81.2 84.7 6,787 6,770
>
> MAY 2000
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS
>
> BY CARRIER
>
> AT 29 REPORTABLE AIRPORTS B/ AT ALL REPORTED AIRPORTS C/
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> NUMBER OF FLIGHT FLIGHT PERCENT OF NUMBER OF FLIGHT FLIGHT PERCENT OF
>
> AIRPORTS OPERATIONS OPERATIONS OPERATIONS AIRPORTS OPERATIONS
> OPERATIONS OPERATIONS
>
> CARRIER A/ REPORTED SCHEDULED CANCELLED CANCELLED REPORTED SCHEDULED
> CANCELLED CANCELLED
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\--
>
> UNITED S/ 29 51993 4674 9.0 100 67997 5948 8.7
>
> AMERICAN S/ 29 46415 1979 4.3 91 62081 2397 3.9
>
> ALASKA S/ 7 7144 219 3.1 34 12631 458 3.6
>
> US AIRWAYS S/ 25 43580 1517 3.5 89 62710 2204 3.5
>
> AMERICA WEST S/ 25 14143 395 2.8 52 18620 506 2.7
>
> DELTA S/ 29 55056 1564 2.8 110 76797 2013 2.6
>
> CONTINENTAL S/ 27 24241 611 2.5 80 32968 810 2.5
>
> NORTHWEST S/ 29 30405 801 2.6 114 45553 1097 2.4
>
> TRANS WORLD S/ 29 16625 271 1.6 76 22738 391 1.7
>
> SOUTHWEST S/ 14 28376 271 1.0 57 76814 689 0.9
>
> T O T A L 317978 12302 3.9 478909 16513 3.4

**[FOOTNOTES FOR TABLES 1 THROUGH 6 (FLIGHT DELAYS) AND 8
(CANCELLATIONS)]{.underline}**

**A** See Appendix for list of carrier codes.

**B** See Appendix for list of 29 airports for which data must be
reported. Data include all reported domestic flight operations to the 29
reportable airports (e.g., Albany to Atlanta, Toledo to Boston).

> **C** All domestic airports for which carriers reported data. Data
> include all reported domestic flight operations to the 29 reportable
> airports and from those airports to other destinations (e.g., Albany
> to Atlanta, and Atlanta to Albany). In addition, for carriers that
> reported data for their entire domestic systems, the data also include
> all reported domestic flight operations between non-required airports
> (e.g., Albany to Toledo).

**D** \"On time\" means an arrival less than 15 minutes after scheduled
arrival time; cancelled and diverted flights are not considered on-time
arrivals.

**E** \"On time\" means a departure less than 15 minutes after scheduled
departure time; cancelled flights are not considered on-time departures;
diverted flights may be on time or late departures, depending on actual
departure time.

**F** Incomplete data; percentage based on operations reported.

**G** Carrier did not report useable data.

**H** Carrier did not serve airport.

**I** Regularly scheduled flights are those for which the carrier
reported at least 15 operations for the month.

**J** Blanks in any time interval in Tables 3 and 4 indicate no arrival
operations (Table 3) or departure operations

> (Table 4) for domestic flights of the reporting carriers during that
> time period. Other carriers, including code-sharing partners, may
> operate during those periods.

**S** Carrier reported data for entire domestic system.

**V** Carrier reported data voluntarily.

**[APPENDIX]{.underline}**

NOTE: The Department of Transportation has screened the reporting
carriers\' data for completeness and verified all arithmetic data
elements computed by the carriers (e.g., length of delay). Individual
flight operations records with incorrect calculations, erroneous
city-pairs, or missing data elements were rejected and excluded from the
data base; such rejected records accounted for less than 0.01% of the
flight operations records submitted. Any errors in the data base with
respect to basic flight data \-- non-computed data elements such as
flight numbers, scheduled and actual arrival/departure times, days of
operation \-- are the responsibility of the reporting carrier.

+--------+------------------------------+------------------------------+
|        | #                            | > **[Air Carriers Required   |
|        | Airports Covered by the Rule | > to Report]{.underline}**   |
|        |                              | >                            |
|        | Atlanta. Hartsfield ATL      | > **[Data to DOT and to CRS  |
|        |                              | > Vendors]{.underline}**     |
|        | Baltimore/Washington         | >                            |
|        | International BWI            | > AS Alaska Airlines         |
|        |                              | >                            |
|        | Boston. Logan International  | > HP America West Airlines   |
|        | BOS                          | >                            |
|        |                              | > AA American Airlines       |
|        | Charlotte. Douglas CLT       | >                            |
|        |                              | > CO Continental Airlines    |
|        | Chicago. O\'Hare ORD         | >                            |
|        |                              | > DL Delta Air Lines         |
|        | Cincinnati. Greater          | >                            |
|        | Cincinnati CVG               | > NW Northwest Airlines      |
|        |                              | >                            |
|        | Dallas-Fort Worth            | > WN Southwest Airlines      |
|        | International DFW            | >                            |
|        |                              | > TW Trans World Airlines    |
|        | Denver International DEN     | >                            |
|        |                              | > UA United Airlines         |
|        | Detroit. Metro Wayne County  | >                            |
|        | DTW                          | > US US Airways              |
|        |                              |                              |
|        | Houston. George Bush IAH     | ![](media/image7.wmf){       |
|        |                              | width="2.6194444444444445in" |
|        | Las Vegas. McCarran          | he                           |
|        | International LAS            | ight="0.6347222222222222in"} |
|        |                              |                              |
|        | Los Angeles International    |                              |
|        | LAX                          |                              |
|        |                              |                              |
|        | Miami International MIA      |                              |
|        |                              |                              |
|        | Minneapolis-St. Paul         |                              |
|        | International MSP            |                              |
|        |                              |                              |
|        | Newark International EWR     |                              |
|        |                              |                              |
|        | New York. JFK International  |                              |
|        | JFK                          |                              |
|        |                              |                              |
|        | New York. LaGuardia LGA      |                              |
|        |                              |                              |
|        | Orlando International MCO    |                              |
|        |                              |                              |
|        | Philadelphia International   |                              |
|        | PHL                          |                              |
|        |                              |                              |
|        | Phoenix. Sky Harbor          |                              |
|        | International PHX            |                              |
|        |                              |                              |
|        | Pittsburgh. Greater          |                              |
|        | International PIT            |                              |
|        |                              |                              |
|        | Portland International PDX   |                              |
|        |                              |                              |
|        | St. Louis. Lambert STL       |                              |
|        |                              |                              |
|        | Salt Lake City International |                              |
|        | SLC                          |                              |
|        |                              |                              |
|        | San Diego. Lindbergh Field   |                              |
|        | SAN                          |                              |
|        |                              |                              |
|        | San Francisco International  |                              |
|        | SFO                          |                              |
|        |                              |                              |
|        | Seattle-Tacoma International |                              |
|        | SEA                          |                              |
|        |                              |                              |
|        | Tampa. Tampa International   |                              |
|        | TPA                          |                              |
|        |                              |                              |
|        | Washington. Reagan National  |                              |
|        | DCA                          |                              |
+--------+------------------------------+------------------------------+

**[MISHANDLED BAGGAGE]{.underline}**

![](media/image8.wmf){width="1.6965277777777779in"
height="1.2361111111111112in"}

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

MAY

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

  ----- ------------- ---------------------- --- ------------------------
                      ***MAY 2000***             ***MAY 1999***

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

<table>
<colgroup>
<col style="width: 12%" />
<col style="width: 13%" />
<col style="width: 11%" />
<col style="width: 11%" />
<col style="width: 1%" />
<col style="width: 10%" />
<col style="width: 3%" />
<col style="width: 11%" />
<col style="width: 11%" />
<col style="width: 2%" />
<col style="width: 10%" />
</colgroup>
<tbody>
<tr class="odd">
<td></td>
<td></td>
<td><em><strong>TOTAL</strong></em></td>
<td></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
<td></td>
<td><em><strong>TOTAL</strong></em></td>
<td></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
</tr>
<tr class="even">
<td><em><strong>MAY 2000</strong></em></td>
<td></td>
<td><em><strong>BAGGAGE</strong></em></td>
<td><em><strong>ENPLANED</strong></em></td>
<td></td>
<td><em><strong>PER 1,000</strong></em></td>
<td></td>
<td><em><strong>BAGGAGE</strong></em></td>
<td><h4 id="enplaned">ENPLANED</h4></td>
<td></td>
<td><em><strong>PER 1,000</strong></em></td>
</tr>
<tr class="odd">
<td><em><strong>RANK</strong></em></td>
<td><h5 id="airline">AIRLINE</h5></td>
<td><em><strong>REPORTS</strong></em></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>PASSENGERS</strong></em></td>
</tr>
</tbody>
</table>

  ------ ------------------- -- ------------- ---------------- ---------- --- ------------- ---------------- ----------
  1      ***Alaska***           3,116         988,920          **3.15**       6,992         966,395          **7.24**

  2      ***Delta***            32,654        8,969,160        **3.64**       31,992        8,432,256        **3.79**

  3      ***Continental***      13,076        3,181,001        **4.11**       11,214        3,042,278        **3.69**

  4      ***Southwest***        26,078        6,303,868        **4.14**       22,221        5,627,539        **3.95**

  5      ***US Airways***       23,084        5,056,713        **4.57**       22,717        4,814,389        **4.72**

  6      ***Northwest***        20,587        4,134,693        **4.98**       13,601        3,847,149        **3.54**

  7      ***TWA***              11,642        2,226,295        **5.23**       9,428         2,146,650        **4.39**

  8      ***American***         32,410        5,963,005        **5.44**       26,708        5,259,028        **5.08**

  9      ***America West***     9,894         1,711,514        **5.78**       5,176         1,519,636        **3.41**

  10     ***United***           43,493        6,482,313        **6.71**       40,262        6,341,485        **6.35**

                                                                                                             

         **Total**              **216,034**   **45,017,482**   **4.80**       **190,311**   **41,996,805**   **4.53**
  ------ ------------------- -- ------------- ---------------- ---------- --- ------------- ---------------- ----------

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

***January-March***

***PASSENGERS DENIED BOARDING***

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

  --------------- -------------------------- -- --------------------------
                  ***JANUARY-MARCH 2000***      ***JANUARY-MARCH 1999***

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

<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.-mar.-00" class="heading">JAN.-MAR. ‘00</p></td>
<td><em><strong>AIRLINE</strong></em></td>
<td colspan="3"><em><strong>DENIED BOARDINGS (DB’S)</strong></em></td>
<td colspan="2"><em><strong>ENPLANED</strong></em></td>
<td colspan="2"><em><strong>INVOLUNTARY DB'S</strong></em></td>
<td colspan="2"></td>
<td colspan="3"><em><strong>DENIED BOARDINGS (DB’S)</strong></em></td>
<td colspan="2"><em><strong>ENPLANED</strong></em></td>
<td colspan="2"><em><strong>INVOLUNTARY DB'S</strong></em></td>
</tr>
<tr class="even">
<td><em><strong>RANK</strong></em></td>
<td></td>
<td><h6 id="voluntary">VOLUNTARY</h6></td>
<td><em><strong>INVOLUNTARY</strong></em></td>
<td colspan="2"><em><strong>PASSENGERS</strong></em></td>
<td colspan="2"><em><strong>PER 10,000 PSGRS</strong></em></td>
<td colspan="2"></td>
<td colspan="2"><em><strong>VOLUNTARY</strong></em></td>
<td><em><strong>INVOLUNTARY</strong></em></td>
<td colspan="2"><em><strong>PASSENGERS</strong></em></td>
<td colspan="2"><em><strong>PER 10,000 PSGRS</strong></em></td>
<td></td>
</tr>
</tbody>
</table>

  ---- ------------------- ------------- ------------ ----------------- ---------- ---- ------------- ------------ ----------------- ----------
  1    ***Northwest***     24,822        141          12,132,199        **0.12**        24,308        439          11,295,585        **0.39**

                                                                                                                                     

  2    ***Delta***         47,522        1,061        24,342,046        **0.44**        54,835        8,144        24,465,503        **3.33**

                                                                                                                                     

  3    ***Continental***   15,901        477          9,578,794         **0.50**        22,129        287          9,291,544         **0.31**

                                                                                                                                     

  4    ***American***      67,298        1,102        18,577,574        **0.59**        70,213        848          16,579,667        **0.51**

                                                                                                                                     

  5    ***TWA***           5,329         417          5,747,520         **0.73**        14,884        1,409        5,510,325         **2.56**

                                                                                                                                     

  6    ***US Airways***    22,539        998          12,400,715        **0.80**        18,744        1,195        12,764,898        **0.94**

                                                                                                                                     

  7    ***Alaska***        6,930         464          3,160,695         **1.47**        7,419         233          3,063,929         **0.76**

                                                                                                                                     

  8    ***United\*\****    30,196        3,006        18,617,529        **1.61**        41,061        2,142        18,337,778        **1.17**

                                                                                                                                     

  9    ***Southwest***     24,852        2,796        16,418,368        **1.70**        17,303        1,938        14,606,789        **1.33**

                                                                                                                                     

  10   ***America West***  17,354        841          4,695,690         **1.79**        11,702        670          4,367,732         **1.53**

                                                                                                                                     

       **TOTAL**           **262,743**   **11,303**   **125,671,130**   **0.90**        **282,598**   **17,305**   **120,283,750**   **1.44**
  ---- ------------------- ------------- ------------ ----------------- ---------- ---- ------------- ------------ ----------------- ----------

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

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

\*\* United has advised us that it may not have correctly reported those
passengers who were involuntarily denied boarding prior to the 4^th^ Q
of 1999.

Therefore, the data in this report may reflect an inaccurate rate of
passengers denied boarding involuntarily by United for for the 1^st^ Q
1999.

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

This section summarizes aviation consumer complaints filed with the
Department in writing, by telephone, via e-mail, or in person. DOT has
not determined the validity of the complaints. The report does not
include safety complaints, which are handled by the Federal Aviation
Administration. An explanation of each section of the report appears
below:

**Summary**. Table 1 gives the total number of complaints, and also
breaks down complaints by industry groups (U.S. airlines, tour
operators, etc.). As with most other sections of the report, figures for
the current month are compared to the same month in the previous year.

**Complaint Categories**. Table 2 ranks the categories of complaints
(baggage, refunds, etc.). A detailed explanation of each category
appears at the end of the report. Note that beginning with the September
1999 report, disability complaints are listed as a separate category.
Prior to September 1999, disabililty complaints were included in the
Reservations/Ticketing/Boarding category.

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

**U.S. Airlines**. Table 3 shows the number of complaints against
individual U.S. airlines, listed alphabetically and broken down by
complaint category.

**Incident Date**. Table 4 shows the number of complaints against
individual U.S. airlines, listed alphabetically and broken down by the
percentage of complaints where the incident occurred in the most recent
month versus previous periods. (Table 4 data are not included in YTD
reports.)

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

**Airline Rankings**: Table 6 ranks the largest U.S. airlines (those
that each account for one percent of total domestic scheduled-service
passenger revenues) according to the rate of complaints per 100,000
passengers. This ranking takes into account airline size when
identifying the carriers against whom the most complaints have been
filed.

> TABLE 1
>
> AIR TRAVEL CONSUMER REPORT
>
> CONSUMER COMPLAINTS
>
> SUMMARY
>
> MAY 2000 MAY 1999
>
> COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
> COMPLIMENTS INFO REQUESTS
>
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> U.S. AIRLINES 1495 132 10 104 1456 52 3 41
>
> FOREIGN AIRLINES 140 2 0 2 130 4 0 6
>
> TRAVEL AGENTS 14 1 0 0 9 0 0 0
>
> TOUR OPERATORS 3 0 0 0 95 1 0 0
>
> MISCELLANEOUS \* 41 10 0 11 17 13 0 8
>
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> INDUSTRY TOTALS 1693 145 10 117 1707 70 3 55
>
> \* EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, COMPLAINTS AGAINST "CARGO
> COMPANIES" (FORMERLY A SEPARATE GROUPING) ARE INCLUDED\
> WITH THE "MISCELLANEOUS" GROUPING.
>
> TABLE 2
>
> AIR TRAVEL CONSUMER REPORT
>
> COMPLAINT CATEGORIES \*
>
> MAY 2000 MAY 1999
>
> SUB SUB
>
> RANKING COMPLAINTS\*\* CATEGORY RANKING COMPLAINTS\*\* CATEGORY
>
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> FLIGHT PROBLEMS\...\...\... 1 634 1 609
>
> DELAYS\...\...\...\.... 217 214
>
> CANCELLATIONS\...\... 235 211
>
> MISCONNECTIONS\..... 64 82
>
> CUSTOMER SERVICE\...\..... 2 328 2 320
>
> BAGGAGE\...\...\...\...\..... 3 224 3 247
>
> RES/TKTG/BOARDING\...\.... 4 125 4 169
>
> REFUNDS\...\...\...\...\..... 5 88 5 93
>
> FARES\...\...\...\...\...\.... 6 79 8 57
>
> OVERSALES\...\...\...\...\... 7 79 6 82
>
> OTHER\...\...\...\...\...\.... 8 76 7 72
>
> FREQUENT FLYER\..... 38 40
>
> DISABILITY\...\...\...\..... 9 51 9 36
>
> ADVERTISING\...\...\...\.... 10 5 11 9
>
> TOURS\...\...\...\...\...\.... 11 4 10 13
>
> \-\-\-- \-\-\--
>
> COMPLAINT TOTAL 1693 1707
>
> NOTE: EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY"
> COMPLAINTS ARE LISTED AS A SEPARATE CATEGORY.
>
> PREVIOUSLY, DISABILITY COMPLAINTS WERE INCLUDED IN THE
> "RES/TKTG/BOARDING" CATEGORY. ALSO, COMPLAINTS ABOUT
>
> "SMOKING" AND "CREDIT," WHICH FORMERLY WERE SEPARATE CATEGORIES, ARE
> NOW INCLUDED IN THE "OTHER" CATEGORY.
>
> \* A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS ATTACHED.
>
> \*\* INCLUDES FIGURES FOR SUB-CATEGORIES.
>
> TABLE 3
>
> AIR TRAVEL CONSUMER REPORT
>
> COMPLAINTS AGAINST U.S.AIRLINES
>
> BY COMPLAINT CATEGORY
>
> MAY 2000
>
> U.S. AIRLINES FLIGHT OVER- RES/TKTG/ CUSTOMER ADVER-
>
> A L P H A B E T I C A L PROBLEMS SALES BOARDING FARES REFUNDS BAGGAGE
> SERVICE DISABILITY TISING TOURS OTHER TOTAL
>
> AIRTRAN AIRWAYS 11 6 2 4 2 2 7 0 0 0 2 36
>
> ALASKA AIRLINES 8 2 1 1 1 4 9 1 1 0 0 28
>
> AMERICA WEST AIRLINES 50 5 4 3 1 12 18 2 0 0 1 96
>
> AMERICAN AIRLINES 82 8 13 9 9 32 39 5 0 2 7 206
>
> AMERICAN EAGLE 16 2 3 0 1 5 8 1 0 0 1 37
>
> AMERICAN TRANS AIR 10 0 0 2 0 2 2 1 0 0 0 17
>
> ATLANTIC SOUTHEAST AIRLINES 3 1 0 0 1 0 0 0 0 0 0 5
>
> CHAMPION AIR 6 0 0 0 0 2 0 0 0 0 1 9
>
> COMAIR 3 3 0 0 0 0 2 0 0 0 0 8
>
> CONTINENTAL AIRLINES 27 6 11 4 4 7 21 3 0 0 5 88
>
> DELTA AIR LINES 45 3 16 13 4 19 30 8 1 0 11 150
>
> HORIZON AIRLINES 1 0 1 0 0 1 2 0 0 0 1 6
>
> MIDWAY AIRLINES 3 0 0 0 0 3 0 0 0 0 0 6
>
> NORTHWEST AIRLINES 40 1 4 5 4 12 30 7 0 0 6 109
>
> PRO AIR 11 0 0 0 4 3 1 0 0 0 0 19
>
> SOUTHWEST AIRLINES 7 1 6 1 0 2 5 2 1 0 1 26
>
> SPIRIT AIRLINES 5 1 3 1 1 1 4 0 0 0 1 17
>
> TOWER AIR 7 0 0 0 23 4 0 0 0 1 0 35
>
> TRANS STATES AIRLINES 1 2 0 0 0 2 0 0 0 0 1 6
>
> TRANS WORLD AIRLINES 16 9 13 4 1 6 18 7 0 0 6 80
>
> UNITED AIRLINES 179 12 17 11 4 44 75 10 0 0 18 370
>
> UNITED EXPRESS 3 0 2 0 0 0 2 0 0 0 0 7
>
> US AIRWAYS 43 1 5 8 2 9 14 0 0 0 4 86
>
> VANGUARD AIRLINES 1 2 0 1 1 0 2 1 0 0 0 8
>
> OTHER U.S. AIRLINES 16 2 1 1 5 7 7 0 1 0 0 40
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\--
>
> MAY 2000 594 67 102 68 68 179 296 48 4 3 66 1495
>
> \% OF TOTAL COMPLAINTS 39.7 4.5 6.8 4.5 4.5 12.0 19.8 3.2 0.3 0.2 4.4
>
> MAY 1999 521 71 142 50 73 207 285 0 6 9 62 1456
>
> \% OF TOTAL COMPLAINTS 35.8 4.9 9.7 3.4 5.0 14.2 19.6 0.0 0.4 0.6 4.3
>
> 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
>
> MAY 2000
>
> INCI- UN-
>
> COMPS INCI- INCI- DENTS KNOWN
>
> RECD DENTS DENTS IN ALL INCI-
>
> U.S. AIRLINES IN IN IN PRIOR DENT
>
> A L P H A B E T I C A L MAY MAY PERCENT APR PERCENT MONTHS PERCENT
> DATE PERCENT
>
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> AIRTRAN AIRWAYS 36 6 16.67 15 41.67 10 27.78 5 13.89
>
> ALASKA AIRLINES 28 7 25.00 16 57.14 4 14.29 1 3.57
>
> AMERICA WEST AIRLINES 96 33 34.38 35 36.46 21 21.88 7 7.29
>
> AMERICAN AIRLINES 206 81 39.32 69 33.50 49 23.79 7 3.40
>
> AMERICAN EAGLE 37 18 48.65 14 37.84 5 13.51 0 0.00
>
> AMERICAN TRANS AIR 17 10 58.82 1 5.88 5 29.41 1 5.88
>
> ATLANTIC SOUTHEAST AIRLINES 5 5 100.00 0 0.00 0 0.00 0 0.00
>
> CHAMPION AIR 9 5 55.56 3 33.33 0 0.00 1 11.11
>
> COMAIR 8 4 50.00 0 0.00 4 50.00 0 0.00
>
> CONTINENTAL AIRLINES 88 39 44.32 20 22.73 22 25.00 7 7.95
>
> DELTA AIR LINES 150 59 39.33 35 23.33 44 29.33 12 8.00
>
> HORIZON AIRLINES 6 1 16.67 2 33.33 3 50.00 0 0.00
>
> MIDWAY AIRLINES 6 3 50.00 0 0.00 0 0.00 3 50.00
>
> NORTHWEST AIRLINES 109 42 38.53 35 32.11 27 24.77 5 4.59
>
> PRO AIR 19 11 57.89 7 36.84 0 0.00 1 5.26
>
> SOUTHWEST AIRLINES 26 15 57.69 7 26.92 1 3.85 3 11.54
>
> SPIRIT AIRLINES 17 7 41.18 4 23.53 6 35.29 0 0.00
>
> TOWER AIR 35 22 62.86 3 8.57 10 28.57 0 0.00
>
> TRANS STATES AIRLINES 6 1 16.67 2 33.33 3 50.00 0 0.00
>
> TRANS WORLD AIRLINES 80 26 32.50 27 33.75 22 27.50 5 6.25
>
> UNITED AIRLINES 370 183 49.46 92 24.86 75 20.27 20 5.41
>
> UNITED EXPRESS 7 2 28.57 4 57.14 1 14.29 0 0.00
>
> US AIRWAYS 86 49 56.98 23 26.74 9 10.47 5 5.81
>
> VANGUARD AIRLINES 8 3 37.50 2 25.00 1 12.50 2 25.00
>
> OTHER U.S. AIRLINES 40 13 32.50 17 42.50 9 22.50 1 2.50
>
> \-\-\-- \-\-\-- \-\-\-\-- \-\-\-- \-\-\-\-- \-\-\-- \-\-\-\-- \-\-\--
> \-\-\-\--
>
> TOTALS 1495 645 43.14 433 28.96 331 22.14 86 5.75
>
> PRIOR YEAR\'S TOTALS 1456 207 14.22 511 35.10 658 45.19 80 5.49
>
> 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 \*
>
> MAY 2000
>
> FLIGHT OVER- RES/TKTG/ CUSTOMER ADVER-
>
> PROBLEMS SALES BOARDING FARES REFUNDS BAGGAGE SERVICE DISABILITY
> TISING TOURS OTHER TOTAL
>
> FOREIGN AIRLINES
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> AIR ARUBA 5 0 1 0 0 1 0 0 0 0 0 7
>
> AIR CANADA 2 0 1 0 1 0 1 0 0 0 0 5
>
> AIR FRANCE 2 0 1 0 2 3 3 0 0 0 0 11
>
> ALITALIA AIRLINES 1 0 1 0 0 1 2 0 0 0 0 5
>
> BRITISH AIRWAYS 4 1 1 0 0 6 1 1 0 0 1 15
>
> EL AL 0 2 0 0 0 1 2 1 0 0 0 6
>
> GUYANA AIRWAYS 1 0 0 0 1 2 1 0 0 0 0 5
>
> IBERIA AIRLINES 2 0 0 0 0 4 0 0 0 0 1 7
>
> KLM 1 1 2 0 0 1 2 0 0 0 0 7
>
> MEXICANA 0 0 1 0 0 4 2 0 0 0 0 7
>
> OTHER FOREIGN AIRLINES 12 8 4 5 5 15 12 1 0 0 3 65
>
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> TOTAL 30 12 12 5 9 38 26 3 0 0 5 140
>
> TRAVEL AGENTS
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> CHEAP TICKETS 1 0 1 1 1 0 0 0 0 0 1 5
>
> OTHER TRAVEL AGENTS 0 0 4 1 2 0 0 0 1 0 1 9
>
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> TOTAL 1 0 5 2 3 0 0 0 1 0 2 14
>
> TOUR OPERATORS
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> OTHER TOUR OPERATORS 0 0 1 0 1 1 0 0 0 0 0 3
>
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> TOTAL 0 0 1 0 1 1 0 0 0 0 0 3
>
> MISCELLANEOUS \*\*
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> OTHER MISCELLANEOUS 9 0 5 4 7 6 6 0 0 1 3 41
>
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> TOTAL 9 0 5 4 7 6 6 0 0 1 3 41
>
> \*EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY" COMPLAINTS
> ARE LISTED AS A SEPARATE CATEGORY.
>
> PREVIOUSLY, DISABILITY COMPLAINTS WERE INCLUDED IN THE
> "RES/TKTG/BOARDING" CATEGORY. ALSO, COMPLAINTS ABOUT
>
> "SMOKING" AND "CREDIT," WHICH FORMERLY WERE SEPARATE CATEGORIES, ARE
> NOW INCLUDED IN THE "OTHER" CATEGORY.
>
> \*\*EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, COMPLAINTS AGAINST
> "CARGO COMPANIES" (FORMERLY A SEPARATE GROUPING) ARE
>
> INCLUDED WITH THE "MISCELLANEOUS" GROUPING.
>
> COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 5 OR MORE COMPLAINTS
> AGAINST THEM DURING THE REPORTING PERIOD.
>
> COMPLAINTS AGAINST COMPANIES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT
> ARE INCLUDED UNDER \'OTHER FOREIGN AIRLINES,\'
>
> \'OTHER TOUR OPERATORS,\' ETC.

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

TABLE 6

####  MAY

***Consumer Complaints: Rankings***

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

+----+---------+------------------------+---+-------------------------+
|    |         | #### MAY 2000          |   | ***MAY 1999***          |
+----+---------+------------------------+---+-------------------------+

+-----+------+-------+---------+-------+---+------+---------+--------+
|     |      |       |         | *     |   |      |         | ***C   |
|     |      |       |         | **COM |   |      |         | OMPLAI |
|     |      |       |         | PLAIN |   |      |         | NTS*** |
|     |      |       |         | TS*** |   |      |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+
| ##  |      |       | **      | *     |   |      | **      | ***PER |
|  MA |      |       | *SYSTEM | **PER |   |      | *SYSTEM | 100,   |
| Y 2 |      |       | WIDE*** | 100,0 |   |      | WIDE*** | 000*** |
| 000 |      |       |         | 00*** |   |      |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+
| #   | *    | *     | ***E    | ***   |   | ***C | ***E    | ***ENP |
| # R | **AI | **COM | NPLANEM | ENPLA |   | OMPL | NPLANEM | LANEME |
| ANK | RLIN | PLAIN | ENTS*** | NEMEN |   | AINT | ENTS*** | NTS*** |
|     | E*** | TS*** |         | TS*** |   | S*** |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+

  ----- ------------------- ----------- ---------------- ---------- ----- ----------- ---------------- ----------
  1     ***Southwest***     26          6,314,868        **0.41**         28          5,643,622        **0.50**

  2     ***Delta***         150         9,378,949        **1.60**         164         9,009,340        **1.82**

  3     ***US Airways***    86          5,262,757        **1.63**         133         4,851,879        **2.74**

  4     ***Northwest***     109         5,025,627        **2.17**         150         4,671,755        **3.21**

  5     ***Continental***   88          3,916,828        **2.25**         86          3,658,870        **2.35**

  6     ***Alaska***        28          1,130,084        **2.48**         26          1,093,134        **2.38**

  7     ***American***      206         7,439,695        **2.77**         248         6,701,646        **3.70**

  8     ***T W A***         80          2,306,275        **3.47**         78          2,236,902        **3.49**

  9     ***United***        370         7,298,937        **5.07**         188         7,107,655        **2.65**

  10    ***America West***  96          1,743,456        **5.51**         50          1,570,465        **3.18**

        **TOTAL**           **1,239**   **49,817,477**   **2.49**         **1,151**   **46,545,268**   **2.47**
  ----- ------------------- ----------- ---------------- ---------- ----- ----------- ---------------- ----------

> Note: For simplicity, statistics are displayed to two decimal places.
> Actual ranking order is based on our computer carrying out the number
> of decimal places to nine.
>
> \* U.S. Airlines with at least one percent of total domestic
> scheduled-service passenger revenues. The list of carriers appearing
> on this page is consistent with those carriers that appear in the
> "Flight Delays," "Mishandled Baggage" and "Oversales" sections of the
> *Air Travel Consumer Report*.

**[COMPLAINT CATEGORIES\*]{.underline}**

**Flight Problems:** Cancellations, delays, or any other deviations from
schedule, whether planned or unplanned.

**Oversales:** All bumping problems, whether or not the airline complied
with DOT oversale regulations.

**Reservations, Ticketing, Boarding:** Airline or travel agent mistakes
in reservations and ticketing; problems in making reservations and
obtaining tickets due to busy telephone lines or waiting in line, or
delays in mailing tickets. Problems boarding the aircraft (except
oversales).

**Fares:** Incorrect or incomplete information about fares, discount
fare conditions and availability, overcharges, fare increases and level
of fares in general.

**Refunds:** Problems in obtaining refunds for unused or lost tickets,
fare adjustments, or bankruptcies.

**Baggage:** Claims for lost, damaged or delayed baggage, charges for
excess baggage, carry-on problems, and difficulties with airline claims
procedures.

**Customer Service:** Rude or unhelpful employees, inadequate meals or
cabin service, treatment of delayed passengers.

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

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

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

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

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

![](media/image10.wmf){width="2.0701388888888888in" height="0.7in"}