+---------------------------------+------------------------------------+
| ![](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 2000**                     |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays March 2000               |
|                           | >                                        |
|                           | > 12 Months Ending March 2000            |
|                           | >                                        |
|                           | > Mishandled Baggage March 2000          |
|                           | >                                        |
|                           | > January- March 2000                    |
|                           | >                                        |
|                           | > Oversales 4th Quarter 1999             |
|                           | >                                        |
|                           | > January-December 1999                  |
|                           | >                                        |
|                           | > Consumer Complaints March 2000         |
|                           | >                                        |
|                           | > January- March 2000                    |
|                           |                                          |
|                           | Disability Complaints March 2000         |
|                           |                                          |
|                           | January- March 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\--Month** \...\...\...\...\...\..........18

**Ranking**\--**YTD** .....................19

***Oversales***

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

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

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

***Consumer Complaints***

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

**Complaint Tables 1-5 (Month)** \...\...\...\.....24

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

**Rankings, Table 6 (Month)** \...\...\...\.....29

**Complaint Tables 1-4 (YTD)** \...\...\...\.....30

**Rankings, Table 6 (YTD)** \...\...\...\.....34

**Complaint Categories** \...\...\...\.....35

![](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
(disability complaints are part of the consumer complaint section). 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"}

MARCH 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/

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

NORTHWEST S/ 29 83.1 117 83.2

US AIRWAYS S/ 25 80.8 88 81.1

TRANS WORLD S/ 29 81.0 79 81.1

CONTINENTAL S/ 27 79.8 83 80.7

DELTA S/ 29 79.6 116 79.9

AMERICAN S/ 29 74.8 96 74.9

SOUTHWEST S/ 14 72.5 56 74.2

UNITED S/ 29 72.9 104 73.1

ALASKA S/ 7 65.6 34 68.2

AMERICA WEST S/ 25 61.6 51 62.6

T O T A L 76.7 77.0

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.

MARCH 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 01 2000 02 2000 03
2000 03 2000 09 1987 - 03 2000

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

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

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

ALASKA 72.5 (7) 72.0 (8) 69.7 (9) 66.5 (9) 70.5 (8) 60.5 (10) 68.2 (9)
70.2 (9) 76.9 (9)

AMERICA WEST 72.3 (8) 62.7 (10) 69.2 (10) 64.7 (10) 68.8 (9) 62.7 (9)
62.6 (10) 67.2 (10) 79.4 (3)

AMERICAN 66.5 (10) 75.6 (5) 80.7 (3) 75.2 (6) 75.7 (5) 75.1 (6) 74.9 (6)
74.7 (6) 79.4 (4)

CONTINENTAL 74.2 (5) 74.0 (6) 79.8 (5) 77.7 (3) 75.8 (4) 76.4 (4) 80.7
(4) 76.4 (5) 78.3 (6)

DELTA 76.9 (4) 77.6 (4) 80.6 (4) 77.4 (4) 73.2 (6) 79.3 (2) 79.9 (5)
78.1 (4) 77.6 (8)

NORTHWEST 79.3 (1) 80.1 (3) 84.9 (2) 79.4 (2) 77.2 (3) 77.6 (3) 83.2 (1)
80.9 (2) 79.9 (2)

SOUTHWEST 78.2 (2) 81.8 (2) 79.8 (6) 76.0 (5) 78.7 (2) 75.0 (7) 74.2 (7)
78.9 (3) 83.1 (1)

TRANS WORLD 77.0 (3) 83.5 (1) 87.2 (1) 81.1 (1) 79.8 (1) 82.4 (1) 81.1
(3) 82.2 (1) 77.9 (7)

UNITED 71.3 (9) 72.4 (7) 79.5 (7) 70.8 (8) 70.5 (7) 68.8 (8) 73.1 (8)
73.5 (7) 76.5 (10)

US AIRWAYS 72.8 (6) 67.2 (9) 76.9 (8) 74.3 (7) 66.2 (10) 75.7 (5) 81.1
(2) 72.8 (8) 78.5 (5)

TOTAL 74.3 75.5 79.8 75.2 73.7 74.8 77.0 76.2 78.7

MARCH 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 711 72.3 1449 70.4 216 75.9 186 75.8 93 77.4 959 79.4 609 70.1

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

CO 628 80.1 765 75.6 309 77.7 112 86.6 H/ 649 86.7 395 75.7

DL 19218 79.3 2308 76.0 394 77.2 279 81.0 6117 83.5 1388 81.4 618 81.2

HP 151 51.0 240 50.8 186 24.7 H/ H/ 59 79.7 213 51.2

NW 507 71.6 484 68.4 356 78.1 205 76.1 27 88.9 530 79.8 310 75.5

TW 209 72.7 279 73.5 186 80.6 120 77.5 116 78.4 209 82.3 182 76.4

UA 643 73.4 1345 67.7 372 65.9 151 74.2 182 79.1 522 74.3 9061 77.2

US 912 77.6 2706 74.1 2370 82.2 9660 85.6 H/ 2678 86.1 217 86.6

WN H/ H/ 2866 78.9 H/ H/ H/ H/

TOTAL 22979 78.5 9576 72.3 7255 77.7 10713 84.9 6535 83.2 6994 82.8
11605 76.6

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 14807 77.5 429 75.3 991 64.3 550 69.3 959 76.4 991 70.2 3007 71.3

AS H/ H/ H/ H/ H/ 340 57.6 771 63.9

CO 622 79.4 325 86.2 6392 75.4 8605 84.2 H/ 527 82.7 608 77.5

DL 3807 76.9 341 83.3 1013 68.9 341 65.1 1037 76.1 837 81.5 1426 76.0

HP 212 63.2 155 48.4 279 55.6 186 47.8 248 46.8 2579 62.1 839 56.5

NW 441 71.2 10394 86.5 538 63.9 333 74.5 120 85.8 372 79.0 527 76.9

TW 297 73.4 182 77.5 182 75.3 120 72.5 807 83.1 186 71.5 306 77.5

UA 685 65.5 337 67.7 983 58.9 492 62.8 567 71.4 1211 72.1 6135 72.1

US 331 77.9 366 79.8 422 71.8 336 78.6 H/ 195 77.9 489 85.5

WN H/ 580 79.8 H/ 205 67.8 H/ 4517 71.3 3614 68.8

TOTAL 21202 76.7 13109 84.5 10800 71.1 11168 80.4 3738 75.4 11755 70.5
17722 71.3

MARCH 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 1694 68.1 689 79.1 3271 80.5 506 75.5 9108 74.7 333 73.6 670 67.6

AS H/ H/ H/ H/ H/ 1554 72.2 H/

CO 456 68.6 628 80.6 410 74.6 205 83.4 599 73.6 89 71.9 255 81.6

DL 2247 77.6 2848 82.1 466 73.4 370 80.3 833 75.9 618 85.0 707 74.4

HP H/ 62 27.4 62 48.4 155 49.7 216 52.3 186 66.1 155 43.9

NW 564 72.5 496 71.0 326 73.0 9977 87.6 799 74.0 124 83.1 480 79.0

TW 325 74.2 341 77.4 221 82.8 289 84.1 321 75.4 124 83.9 178 68.5

UA 882 66.1 717 74.9 540 68.3 653 72.0 12822 74.1 987 77.3 797 62.9

US 2380 69.9 1550 79.7 537 81.6 244 85.7 657 77.8 H/ 6861 75.6

WN H/ 1228 80.7 H/ H/ H/ 921 74.7 H/

TOTAL 8548 71.4 8559 79.3 5833 77.8 12399 85.4 25355 74.3 4936 75.7
10103 73.7

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 614 65.6 93 76.3 790 76.6 630 74.9 1315 69.7 186 75.8 329 73.3 465
79.1

AS 407 61.7 H/ 372 71.5 3687 64.5 580 60.9 H/ H/ H/

CO 363 71.3 112 88.4 248 85.1 244 85.7 422 71.3 124 85.5 120 80.8 465
80.6

DL 742 75.9 279 84.6 496 82.3 586 86.0 771 74.7 4647 85.1 310 79.0 1151
79.8

HP 6818 67.6 H/ 306 59.8 216 55.6 336 52.7 138 63.8 62 33.9 62 37.1

NW 465 75.3 182 79.7 186 84.9 461 77.2 394 79.2 97 76.3 321 80.1 434
74.7

TW 186 68.8 173 82.1 155 83.2 186 84.4 186 72.6 93 79.6 10345 83.0 186
82.3

UA 1109 65.3 186 78.5 1077 76.0 1309 76.8 6581 72.2 434 68.0 248 66.5
403 77.9

US 276 73.9 7747 84.5 155 74.8 183 90.2 372 85.5 H/ 228 77.6 1135 77.1

WN 5275 66.6 H/ 2350 70.7 1115 74.3 445 67.4 1072 74.7 2556 75.3 1411
80.5

TOTAL 16255 67.7 8772 84.2 6135 74.3 8617 71.9 11402 71.4 6791 81.5
14519 80.7 5712 78.5

MARCH 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 77.3 75.6 96.3 84.9 80.1 J/ 81.5 81.1 74.2 70.2 94.0 66.3
98.0 79.3 91.3 51.6

700 - 759 AM 90.9 83.6 88.3 93.8 89.2 93.8 93.6 84.3 92.2 89.9 86.6 80.6
94.9 88.4 93.6 91.0

800 - 859 AM 85.7 86.9 88.1 90.3 88.9 89.6 86.1 85.0 93.3 92.4 89.8 53.4
87.4 82.4 85.8 93.4

900 - 959 AM 82.2 84.4 93.9 91.3 80.5 89.3 83.3 81.6 90.2 91.1 84.7 86.7
83.4 79.7 82.2 90.9

1000 - 1059 AM 84.5 82.4 93.0 89.5 91.0 82.2 81.6 82.8 90.1 89.5 90.0
93.7 78.7 76.7 81.6 88.3

1100 - 1159 AM 82.3 82.9 85.7 88.2 88.7 85.3 79.1 77.7 88.4 87.9 85.7
80.6 74.5 74.5 79.2 83.6

1200 - 1259 PM 82.9 81.3 83.7 88.7 88.7 85.8 78.5 79.8 90.0 87.2 84.1 J/
77.2 68.6 78.3 81.4

100 - 159 PM 85.2 82.6 84.9 87.5 81.8 89.9 77.9 79.1 89.1 79.8 85.8 87.0
76.5 70.4 78.8 85.6

200 - 259 PM 80.1 84.0 87.2 87.8 82.0 89.6 75.5 79.3 87.4 75.0 73.7 90.0
71.3 73.3 76.3 88.3

300 - 359 PM 76.1 74.1 76.8 84.0 84.4 82.1 78.8 80.6 86.1 69.2 83.3 80.4
63.7 73.8 76.6 85.8

400 - 459 PM 73.2 70.8 71.8 79.6 77.4 79.9 71.4 76.4 85.4 61.3 79.4 77.8
62.7 66.4 69.4 76.9

500 - 559 PM 73.9 63.5 74.3 78.1 78.6 77.5 73.9 74.2 79.0 64.0 73.1 78.7
64.0 69.7 66.7 79.6

600 - 659 PM 73.1 58.6 72.4 81.1 81.7 79.7 63.3 75.9 75.4 57.2 72.1 75.9
64.0 67.7 59.4 76.0

700 - 759 PM 72.2 57.9 71.0 80.0 80.0 77.7 74.5 69.4 81.1 54.0 78.4 64.8
61.6 66.7 56.5 68.4

800 - 859 PM 73.7 62.9 64.4 71.7 66.1 74.8 69.2 69.7 78.5 53.0 77.2 70.4
63.5 65.6 58.7 73.4

900 - 959 PM 70.9 63.6 73.3 79.5 79.0 78.1 68.0 70.0 76.7 64.2 69.1 66.6
65.8 63.1 62.9 69.0

1000 - 1059 PM 75.9 65.3 68.2 70.8 70.7 74.2 73.3 68.9 79.7 63.7 71.5
70.3 63.0 64.5 64.3 66.5

1100 - 559 AM 71.8 71.2 65.8 81.2 80.6 78.4 67.8 70.8 77.5 72.7 66.2
78.8 62.7 69.3 67.9 69.7

TOTAL,ALL ARRIVALS,

BY AIRPORT 78.5 72.3 77.7 84.9 83.2 82.8 76.6 76.7 84.5 71.1 80.4 75.4
70.5 71.3 71.4 79.3

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 58.7 90.4 87.6 J/ 77.2 J/ 93.1 J/ 67.7 66.7 J/ 84.7 59.1
80.8

700 - 759 AM 93.5 90.3 87.7 95.7 87.1 87.3 91.6 97.3 86.6 94.1 91.0 88.1
96.6 90.1

800 - 859 AM 87.3 89.8 88.6 86.7 79.7 89.7 88.7 91.0 82.7 88.0 92.9 89.3
87.9 87.7

900 - 959 AM 90.9 91.6 86.5 89.1 84.3 83.6 90.3 89.9 81.7 78.9 91.7 88.7
86.5 85.4

1000 - 1059 AM 86.7 89.7 83.8 84.8 87.3 72.8 86.9 86.9 78.4 75.0 88.6
84.8 90.9 84.1

1100 - 1159 AM 81.5 90.4 83.0 83.9 85.1 73.1 89.1 82.6 80.1 76.1 85.5
84.3 86.3 81.8

1200 - 1259 PM 83.2 88.4 74.3 77.1 76.9 68.9 89.7 75.5 70.7 70.3 84.4
85.5 86.6 79.7

100 - 159 PM 78.3 86.2 76.5 78.5 80.3 73.6 87.1 71.2 74.5 72.3 82.9 82.6
84.4 80.2

200 - 259 PM 88.4 84.2 71.9 71.6 73.2 68.0 88.3 66.6 74.1 64.9 81.9 79.3
89.2 78.0

300 - 359 PM 82.1 88.2 72.7 73.1 73.6 64.7 85.1 79.0 72.1 67.8 81.5 78.2
81.2 77.4

400 - 459 PM 77.4 83.2 70.1 71.1 72.1 65.4 81.1 65.6 68.1 70.8 78.9 80.3
77.7 73.7

500 - 559 PM 75.7 81.8 67.3 69.8 73.3 60.9 79.4 64.9 71.8 67.1 77.4 76.7
79.9 72.4

600 - 659 PM 74.3 76.2 67.0 70.6 62.9 60.8 77.1 66.9 66.0 70.7 68.5 74.6
71.0 69.9

700 - 759 PM 72.1 82.3 66.5 69.6 58.9 59.6 80.4 67.7 64.2 68.9 80.7 75.8
69.8 71.0

800 - 859 PM 64.3 76.6 60.5 75.4 65.3 54.8 79.1 64.0 71.9 62.6 78.5 74.4
73.6 68.3

900 - 959 PM 70.9 82.5 63.9 72.5 64.6 60.3 76.8 68.3 65.5 66.4 70.6 75.8
71.6 69.7

1000 - 1059 PM 65.4 80.5 64.1 64.8 70.1 65.3 85.2 71.4 64.5 63.3 70.4
62.5 65.4 68.6

1100 - 559 AM 71.5 77.1 73.1 69.8 73.5 60.2 83.1 76.3 69.0 71.9 69.7
66.5 70.6 70.3

TOTAL,ALL ARRIVALS,

BY AIRPORT 77.8 85.4 74.3 75.7 73.7 67.7 84.2 74.3 71.9 71.4 81.5 80.7
78.5 76.7

MARCH 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 91.6 92.7 96.1 92.6 93.5 94.8 90.9 89.7 89.2 93.5 94.3 93.5
90.9 92.0 93.5 96.9

700 - 759 AM 89.2 89.4 94.8 96.0 93.5 92.5 92.9 89.8 89.9 92.8 94.4 81.0
91.8 90.3 92.6 95.4

800 - 859 AM 89.5 90.2 89.7 91.0 91.2 94.3 90.0 85.4 87.8 88.3 92.3 89.4
90.2 85.7 93.0 91.5

900 - 959 AM 87.9 87.3 92.0 90.5 92.2 91.4 86.2 81.2 87.6 91.0 91.2 91.2
78.5 79.1 90.5 91.3

1000 - 1059 AM 84.9 85.8 88.5 89.1 88.7 91.6 82.1 78.0 85.6 87.5 90.3
95.2 70.8 76.0 87.1 90.6

1100 - 1159 AM 84.0 86.2 89.2 90.3 90.3 88.9 80.1 72.8 87.7 90.0 86.8
85.8 72.5 72.9 86.5 89.6

1200 - 1259 PM 86.7 83.5 78.8 90.4 93.1 88.8 80.8 78.2 85.0 88.8 88.2
86.6 68.1 70.9 86.2 84.9

100 - 159 PM 83.5 82.7 83.0 87.5 85.5 89.2 77.0 79.9 86.4 87.2 84.0 J/
70.1 75.1 86.3 82.6

200 - 259 PM 83.0 80.3 82.6 86.1 82.9 89.7 73.7 73.7 82.3 83.2 84.3 90.3
65.8 76.5 81.0 83.4

300 - 359 PM 79.5 78.5 74.1 86.1 89.4 86.8 78.3 75.4 76.1 78.7 75.8 88.0
63.6 68.6 82.1 85.2

400 - 459 PM 76.2 76.7 69.0 81.1 86.2 84.6 74.0 75.5 77.7 73.8 83.5 84.5
55.8 70.9 79.2 84.7

500 - 559 PM 75.5 70.7 69.0 77.2 69.4 86.2 73.4 69.8 76.5 63.8 79.8 83.3
56.5 71.3 76.4 77.0

600 - 659 PM 73.7 67.0 72.0 73.3 83.4 79.0 73.9 69.3 71.3 64.6 78.5 81.5
54.3 69.2 71.5 76.6

700 - 759 PM 74.7 64.8 63.6 78.7 83.7 83.2 74.6 73.1 72.2 65.8 76.1 78.6
58.3 60.5 69.2 76.9

800 - 859 PM 74.8 72.1 70.4 83.0 82.9 84.1 73.8 66.8 82.0 67.8 80.1 64.2
53.0 61.9 66.4 68.8

900 - 959 PM 77.1 63.6 67.9 81.2 86.9 92.6 77.5 72.0 78.3 57.1 84.6 86.7
62.5 67.3 75.9 78.1

1000 - 1059 PM 79.8 J/ 51.9 85.5 88.7 J/ 54.8 68.3 78.4 74.1 62.5 93.5
72.2 81.2 J/ 81.0

1100 - 559 AM 81.4 98.4 88.6 74.1 J/ 100.0 86.0 77.8 100.0 91.9 83.9
83.9 66.0 84.1 93.5 J/

TOTAL,ALL DEPARTURES,

BY AIRPORT 81.7 81.0 81.0 85.5 87.7 88.6 79.4 76.0 82.0 80.9 84.7 84.9
69.3 75.9 83.2 84.9

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 95.3 93.9 90.1 89.5 94.0 97.1 94.1 94.8 92.1 92.6 97.3 91.6
94.9 92.5

700 - 759 AM 89.3 89.2 89.8 89.6 89.8 94.5 92.7 91.0 84.9 88.7 95.7 89.0
92.5 91.0

800 - 859 AM 88.2 86.0 89.2 88.0 86.0 84.3 90.4 88.1 89.8 90.7 91.7 88.4
94.4 89.0

900 - 959 AM 78.9 88.8 87.1 79.0 82.7 84.4 89.1 89.0 80.1 84.0 93.5 85.7
93.5 86.7

1000 - 1059 AM 89.6 87.4 85.0 83.6 86.8 75.9 91.8 82.3 80.6 77.7 85.8
85.9 87.9 83.4

1100 - 1159 AM 87.4 86.2 83.1 86.5 87.1 66.6 87.4 77.7 75.6 77.8 88.1
85.3 90.2 82.5

1200 - 1259 PM 84.9 89.7 82.5 87.6 81.7 62.3 91.3 78.2 79.4 77.5 69.4
82.5 87.8 81.8

100 - 159 PM 84.4 86.2 79.6 78.4 80.5 59.7 95.0 71.1 75.0 73.8 76.5 80.8
85.9 80.0

200 - 259 PM 89.1 83.8 77.8 75.3 78.3 71.1 86.3 57.3 78.1 67.3 85.2 80.0
74.6 78.4

300 - 359 PM 80.0 82.3 70.5 71.9 72.2 57.4 78.9 73.9 71.0 69.9 77.0 78.1
84.3 75.9

400 - 459 PM 75.4 80.3 71.0 73.4 73.2 59.5 83.0 70.8 76.6 72.4 80.8 74.6
76.8 75.1

500 - 559 PM 72.9 77.8 68.1 68.1 73.4 60.4 77.6 64.2 69.4 67.5 71.8 76.5
78.6 72.7

600 - 659 PM 82.8 81.8 66.9 65.3 74.4 56.9 81.1 53.7 63.8 62.6 78.3 71.4
76.5 71.3

700 - 759 PM 77.2 78.6 68.9 66.7 67.8 51.5 76.3 69.6 60.4 70.3 65.0 80.8
79.9 70.4

800 - 859 PM 73.8 79.5 70.8 72.0 64.6 56.5 81.8 53.2 54.5 65.3 81.0 71.4
66.1 71.9

900 - 959 PM 74.1 J/ 70.5 68.1 74.9 54.9 77.3 54.7 59.9 65.7 74.1 71.9
72.1 72.3

1000 - 1059 PM J/ 83.9 67.0 J/ 85.2 67.4 86.0 92.9 79.3 79.1 82.1 70.7
75.3 78.3

1100 - 559 AM 94.6 92.5 92.6 92.0 96.8 81.5 96.8 93.5 83.6 83.1 98.4
69.2 87.1 78.4

TOTAL,ALL DEPARTURES,

BY AIRPORT 83.2 84.5 78.0 80.4 78.7 67.7 85.6 77.1 77.2 77.4 83.4 79.8
84.8 79.8

MARCH 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 712 LAS-ORD 1440 17 94.12 40 32

WN 838 PHX-ELP 2010 27 92.59 41 27

WN 289 RNO-LAS 1835 31 90.32 55 48

WN 289 LAS-BUR 2000 31 90.32 53 48

WN 646 SJC-LAX 1955 27 88.89 46 31

WN 852 LAS-RNO 1705 31 87.10 50 40

HP 2776 LAS-PHL 0035 31 87.10 48 50

WN 852 ONT-LAS 1555 31 87.10 41 37

HP 569 LAS-TPA 2322 31 83.87 57 45

HP 884 PHX-FLL 1601 31 83.87 47 38

HP 247 PHX-BWI 2348 31 83.87 25 25

WN 1404 BUR-LAS 2115 27 81.48 48 42

WN 1054 PHX-MCI 2005 27 81.48 46 38

WN 1038 ONT-SJC 2035 27 81.48 42 39

WN 58 HOU-DAL 2000 27 81.48 41 29

UA 1524 IAD-BOS 1830 27 81.48 39 22

HP 2749 LAS-CMH 2341 31 80.65 59 64

UA 1212 ORD-CLE 1644 31 80.65 50 26

WN 935 PHX-OKC 2030 31 80.65 45 35

HP 760 MSP-LAS 2040 31 80.65 41 27

HP 139 LAS-JFK 0053 31 80.65 38 31

WN 751 LAS-ONT 1445 31 80.65 32 28

MARCH 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

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

AMERICA WEST 612 31 5.1

SOUTHWEST 2572 61 2.4

ALASKA 433 3 0.7

UNITED 2214 10 0.5

US AIRWAYS 2068 3 0.1

AMERICAN 2068 3 0.1

TRANS WORLD 764 1 0.1

CONTINENTAL 1166 1 0.1

DELTA 2542 2 0.1

NORTHWEST 1532 1 0.1

TOTAL 15971 116 0.7

MARCH 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 96.6 89 89 EAGLE, CO. (EGE) 69.5 82.5 347
349

ALBANY, N.Y. (ALB) 79.3 88.8 976 970 EL PASO, TX. (ELP) 71.3 76.6 2,073
2,072

ALBUQUERQUE, N.M. (ABQ) 71.9 76.7 3,071 3,072 ELMIRA, N.Y. (ELM) 87.9
94.0 116 116

ALLENTOWN, PA. (ABE) 78.4 87.1 550 550 ERIE, PA. (ERI) 80.0 90.8 120 120

AMARILLO, TX. (AMA) 69.5 79.5 410 409 EUGENE, OR. (EUG) 72.0 74.7 186
186

ANCHORAGE, AK. (ANC) 69.7 77.8 1,536 1,535 FAIRBANKS, AK. (FAI) 77.2
85.2 412 412

ASHEVILLE, N.C. (AVL) 86.3 92.7 124 124 FARGO, N.D. (FAR) 81.4 89.8 236
236

ATLANTA, GA. (ATL) 78.5 81.7 22,979 23,076 FAYETTEVILLE, N.C. (FAY) 87.1
91.1 124 124

AUGUSTA, GA. (AGS) 78.5 90.3 93 93 FLINT, MI. (FNT) 75.8 95.0 120 120

AUSTIN, TX. (AUS) 74.2 82.0 3,516 3,520 FRESNO, CA. (FAT) 71.0 90.3 31
31

BALTIMORE, MD. (BWI) 77.7 81.0 7,255 7,257 FT. LAUDERDALE, FL. (FLL)
79.1 83.0 4,441 4,438

BARROW, AK. (BRW) 82.9 84.2 76 76 FT. MYERS, FL. (RSW) 79.1 86.9 1,589
1,586

BATON ROUGE, LA. (BTR) 78.7 85.5 399 399 FT. WAYNE, IN. (FWA) 75.0 87.0
24 23

BETHEL, AK. (BET) 77.5 75.3 89 89 GRAND FORKS, N.D. (GFK) 87.9 89.7 116
116

BILLINGS, MT. (BIL) 85.5 91.1 248 248 GRAND RAPIDS, MI. (GRR) 81.6 90.0
761 760

BINGHAMTON, N.Y. (BGM) 78.8 84.8 66 66 GREAT FALLS, MT. (GTF) 91.7 88.5
217 217

BIRMINGHAM, AL. (BHM) 82.2 84.9 1,745 1,739 GREEN BAY, WI. (GRB) 78.3
87.9 240 240

BISMARCK, N.D. (BIS) 82.5 91.7 120 120 GREENSBORO/HIGH PT., N.C. (GSO)
79.9 87.4 1,300 1,291

BOISE, ID. (BOI) 74.6 80.7 1,022 1,022 GREENVILLE/SPARTBG., S.C. (GSP)
83.4 85.9 596 596

BOSTON, MA. (BOS) 72.3 81.0 9,576 9,570 GULFPORT/BILOXI, MS. (GPT) 92.5
95.7 93 93

BOZEMAN, MT. (BZN) 83.2 89.2 167 167 GUNNISON, CO. (GUC) 73.8 90.2 61 61

BRISTOL, TN. (TRI) 84.4 92.7 96 96 HARLINGEN, TX. (HRL) 70.5 77.5 356
356

BROWNSVILLE, TX. (BRO) 75.0 100.0 8 8 HARRISBURG, PA. (MDT) 79.0 89.1
651 651

BUFFALO, N.Y. (BUF) 76.7 84.0 1,492 1,488 HARTFORD, CT./SPGFLD, MA.
(BDL) 81.5 88.5 3,076 3,076

BURBANK, CA. (BUR) 69.8 73.5 2,316 2,317 HELENA, MT. (HLN) 82.3 82.3 62
62

BURLINGTON, VT. (BTV) 67.3 81.6 217 217 HONOLULU, OAHU, HI. (HNL) 84.6
88.4 1,062 1,061

CEDAR RAPIDS/IOWA CTY,IA. (CID) 78.4 87.8 499 499 HOUSTON, TX. (HOU)
74.6 70.8 4,901 4,901

CHARLESTON, S.C. (CHS) 83.3 89.3 588 588 HOUSTON, TX. (IAH) 80.4 84.7
11,168 11,163

CHARLESTON, W.V. (CRW) 88.5 92.8 96 97 HUNTSVILLE/DECATUR, AL. (HSV)
82.3 86.9 496 495

CHARLOTTE, N.C. (CLT) 84.9 85.5 10,713 10,717 INDIANAPOLIS, IN. (IND)
77.6 85.1 2,933 2,933

CHATTANOOGA, TN. (CHA) 93.3 95.5 89 89 INDIO/PALM SPRINGS, CA. (PSP)
73.0 78.1 663 663

CHICAGO, IL. (MDW) 81.0 80.0 4,734 4,735 ISLIP/LONG IS., N.Y. (ISP) 82.9
88.2 659 659

CHICAGO, IL. (ORD) 74.3 78.0 25,355 25,355 ITHACA, N.Y. (ITH) 87.1 94.8
116 116

CINCINNATI, OH. (CVG) 83.2 87.7 6,535 6,538 JACKSON/VICKSBURG, MS. (JAN)
81.8 84.7 754 760

CLEVELAND, OH. (CLE) 80.5 86.8 5,011 5,013 JACKSON, WY. (JAC) 71.2 76.5
132 132

COLORADO SPRINGS, CO. (COS) 71.9 82.3 1,041 1,042 JACKSONVILLE, FL.
(JAX) 79.0 84.3 2,048 2,049

COLUMBIA, S.C. (CAE) 84.2 88.1 430 430 JUNEAU, AK. (JNU) 74.8 74.2 310
310

COLUMBUS, OH. (CMH) 77.9 85.4 2,970 2,969 KAHULUI, MAUI, HI. (OGG) 85.8
89.1 274 274

CORDOVA, AK. (CDV) 72.6 74.2 62 62 KALAMAZOO, MI. (AZO) 85.5 93.5 124
124

CORPUS CHRISTI, TX. (CRP) 70.7 83.7 263 263 KALISPELL, MT. (FCA) 88.6
93.5 123 124

DALLAS/FT. WORTH, TX. (DAL) 71.8 69.0 4,009 4,009 KANSAS CITY, MO. (MCI)
80.5 84.4 5,236 5,235

DALLAS/FT. WORTH, TX. (DFW) 76.7 76.0 21,202 21,191 KETCHIKAN, AK. (KTN)
72.0 82.8 186 186

DAYTON, OH. (DAY) 81.8 87.6 1,011 1,012 KING SALMON, AK. (AKN) 94.1 88.2
17 17

DAYTONA BEACH, FL. (DAB) 81.7 87.6 186 186 KNOXVILLE, TN. (TYS) 79.6
85.3 618 613

DEADHORSE, AK. (SCC) 77.4 77.4 31 31 KODIAK, AK. (ADQ) 74.2 75.8 62 62

DENVER, CO. (DEN) 76.6 79.4 11,605 11,605 KONA, HAWAII., HI. (KOA) 87.1
91.9 62 62

DES MOINES, IA. (DSM) 76.0 89.6 578 578 KOTZEBUE, AK. (OTZ) 81.3 78.7 75
75

DETROIT, MI. (DTW) 84.5 82.0 13,109 13,113 LA CROSSE, WI. (LSE) 84.5
91.4 58 58

DILLINGHAM, AK. (DLG) 82.4 82.4 17 17 LAFAYETTE, LA. (LFT) 100.0 100.0 1
1

DULUTH, MN. (DLH) 76.2 88.2 84 85 LANSING, MI. (LAN) 80.1 84.9 186 186

DURANGO, CO. (DRO) 77.1 91.4 35 35 LAS VEGAS, NV. (LAS) 70.5 69.3 11,755
11,752

DUTCH HARBOR, AK. (DUT) 57.9 47.4 57 57 LEXINGTON/FRKFT, KY. (LEX) 82.2
86.0 304 301

MARCH 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.

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

LIHUE, KAUAI, HI. (LIH) 84.6 94.9 39 39 ROANOKE, VA. (ROA) 84.3 91.9 185
185

LINCOLN, NE. (LNK) 77.9 87.3 244 244 ROCHESTER, MN. (RST) 72.3 89.2 159
158

LITTLE ROCK, AR. (LIT) 78.4 81.6 1,146 1,145 ROCHESTER, N.Y. (ROC) 75.2
85.1 1,193 1,186

LONG BEACH, CA. (LGB) 72.2 79.8 335 336 SACRAMENTO, CA. (SMF) 73.6 76.2
3,171 3,172

LOS ANGELES, CA. (LAX) 71.3 75.9 17,722 17,721 SAGINAW, MI. (MBS) 76.4
90.4 356 355

LOUISVILLE, KY. (SDF) 83.8 86.9 1,934 1,929 SALT LAKE CITY, UT. (SLC)
81.5 83.4 6,791 6,779

LUBBOCK, TX. (LBB) 70.2 76.3 503 503 SAN ANTONIO, TX. (SAT) 74.2 81.4
3,246 3,240

MADISON, WI. (MSN) 78.8 90.5 391 391 SAN DIEGO, CA. (SAN) 74.3 77.1
6,135 6,135

MANCHESTER, N.H. (MHT) 78.0 84.2 1,162 1,162 SAN FRANCISCO, CA. (OAK)
75.8 76.5 4,708 4,708

MEDFORD, OR. (MFR) 70.2 78.2 124 124 SAN FRANCISCO, CA. (SFO) 71.4 77.4
11,402 11,407

MELBOURNE, FL. (MLB) 86.3 91.9 124 124 SAN JOSE, CA. (SJC) 74.1 76.7
5,366 5,365

MEMPHIS, TN. (MEM) 87.8 86.8 4,288 4,284 SAN JUAN, P.R. (SJU) 81.7 85.3
2,176 2,174

MIAMI, FL. (MIA) 77.8 83.2 5,833 5,827 SANTA BARBARA, CA. (SBA) 73.7
82.0 217 217

MIDLAND/ODESSA, TX. (MAF) 66.0 76.5 468 468 SARASOTA/BRAD., FL. (SRQ)
83.4 86.1 554 553

MILWAUKEE, WI. (MKE) 81.0 88.6 1,280 1,281 SAVANNAH, GA. (SAV) 80.2 85.7
434 434

MINNEAPLS/ST.P, MN. (MSP) 85.4 84.5 12,399 12,391
SCRANTON/WILKES-BARRE,PA. (AVP) 81.3 93.0 128 128

MINOT, N.D. (MOT) 89.2 92.5 93 93 SEATTLE, WA. (SEA) 71.9 77.2 8,617
8,612

MISSION/MCALLEN, TX. (MFE) 72.8 86.6 298 298 SHREVEPORT, LA. (SHV) 82.6
85.9 333 333

MISSOULA, MT. (MSO) 83.8 92.9 154 155 SIOUX CITY, IA. (SUX) 81.0 94.8 58
58

MOBILE,AL./PASCAGOULA,MS. (MOB) 83.6 84.2 372 368 SIOUX FALLS, S.D.
(FSD) 85.0 92.8 321 321

MOLINE, IL. (MLI) 84.1 90.7 151 151 SITKA, AK. (SIT) 68.8 83.9 93 93

MONROE, LA. (MLU) 78.5 89.2 186 185 SOUTH BEND, IN. (SBN) 86.3 91.3 241
240

MONTEREY, CA. (MRY) 82.3 74.2 62 62 SPOKANE, WA. (GEG) 73.5 81.4 1,143
1,143

MONTGOMERY, AL. (MGM) 84.9 84.9 93 93 SPRINGFIELD, MO. (SGF) 82.6 89.9
178 178

MONTROSE, CO. (MTJ) 89.4 93.6 47 47 ST. CROIX, V.I. (STX) 87.1 90.3 62
62

MYRTLE BEACH, S.C. (MYR) 76.8 87.4 198 198 ST. LOUIS, MO. (STL) 80.7
79.8 14,519 14,521

NASHVILLE, TN. (BNA) 82.2 82.1 4,879 4,880 ST. THOMAS, V.I. (STT) 84.7
95.0 281 281

NEW ORLEANS, LA. (MSY) 77.4 82.7 4,289 4,290 STEAMBOAT SPRINGS, CO.
(HDN) 73.8 80.7 202 202

NEW YORK, N.Y. (JFK) 75.4 84.9 3,738 3,753 SYRACUSE, N.Y. (SYR) 77.6
89.6 970 967

NEW YORK, N.Y. (LGA) 71.4 83.2 8,548 8,549 TALLAHASSEE, FL. (TLH) 76.3
79.0 186 186

NEWARK, N.J. (EWR) 71.1 80.9 10,800 10,802 TAMPA, FL. (TPA) 78.5 84.8
5,712 5,712

NEWBURGH, N.Y. (SWF) 72.0 94.6 93 92 TOLEDO, OH. (TOL) 82.4 91.1 91 90

NOME, AK. (OME) 76.7 72.1 86 86 TRAVERSE CITY, MI. (TVC) 75.8 85.5 62 62

NORFOLK/VA. BEACH, VA. (ORF) 78.2 87.5 1,327 1,326 TUCSON, AZ. (TUS)
68.9 79.7 1,829 1,826

OKLAHOMA CITY, OK. (OKC) 74.0 82.0 1,764 1,763 TULSA, OK. (TUL) 77.2
82.3 1,697 1,691

OMAHA, NE. (OMA) 75.7 83.9 1,449 1,445 VALPARAISO, FL. (VPS) 84.9 94.6
93 93

ONTARIO, CA. (ONT) 71.7 76.3 3,009 3,006 WASHINGTON, D.C. (DCA) 82.8
88.6 6,994 7,005

ORANGE COUNTY, CA. (SNA) 77.9 80.4 3,817 3,816 WASHINGTON, D.C. (IAD)
77.8 84.4 6,398 6,395

ORLANDO, FL. (MCO) 79.3 84.9 8,559 8,556 WEST PALM BEACH, FL. (PBI) 77.1
84.0 2,263 2,262

PASCO, WA. (PSC) 83.9 93.5 124 124 WHITE PLAINS, N.Y. (HPN) 73.6 83.3
425 425

PENSACOLA, FL. (PNS) 83.4 85.5 495 496 WICHITA, KS. (ICT) 76.6 85.7 518
517

PETERSBURG, AK. (PSG) 80.6 80.6 62 62 WILMINGTON, N.C. (ILM) 86.0 94.6
186 186

PHILADELPHIA, PA. (PHL) 73.7 78.7 10,103 10,100 WRANGELL, AK. (WRG) 74.2
85.5 62 62

PHOENIX, AZ. (PHX) 67.7 67.7 16,255 16,256 YAKUTAT, AK. (YAK) 71.0 74.2
62 62

PITTSBURGH, PA. (PIT) 84.2 85.6 8,772 8,769

PORTLAND, ME. (PWM) 81.8 88.7 488 488

PORTLAND, OR. (PDX) 75.7 80.4 4,936 4,936

PROVIDENCE, R.I. (PVD) 78.1 86.9 2,094 2,094

RALEIGH/DURHAM, N.C. (RDU) 79.6 87.4 3,096 3,097

RAPID CITY, S.D. (RAP) 91.0 86.5 89 89

RENO, NV. (RNO) 72.2 76.0 2,898 2,900

RICHMOND, VA. (RIC) 81.1 86.7 1,494 1,492

MARCH 2000

AIR TRAVEL CONSUMER REPORT

TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS

BY CARRIER

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

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

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

AIRPORTS OPERATIONS OPERATIONS OPERATIONS AIRPORTS OPERATIONS OPERATIONS
OPERATIONS

CARRIER A/ REPORTED SCHEDULED CANCELLED CANCELLED REPORTED SCHEDULED
CANCELLED CANCELLED

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

ALASKA S/ 7 7712 383 5.0 34 13205 647 4.9

AMERICA WEST S/ 25 14117 557 3.9 51 18627 747 4.0

UNITED S/ 29 51433 1799 3.5 104 67455 2196 3.3

AMERICAN S/ 29 46655 1569 3.4 96 62759 1955 3.1

DELTA S/ 29 56271 1118 2.0 116 78453 1553 2.0

US AIRWAYS S/ 25 43002 713 1.7 88 62672 1048 1.7

NORTHWEST S/ 29 30451 470 1.5 117 46097 694 1.5

TRANS WORLD S/ 29 16691 204 1.2 79 22994 302 1.3

SOUTHWEST S/ 14 28156 290 1.0 56 76221 800 1.0

CONTINENTAL S/ 27 24680 214 0.9 83 34461 295 0.9

T O T A L 319168 7317 2.3 482944 10237 2.1

**[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
database; such rejected records accounted for less than 0.01% of the
flight operations records submitted. Any errors in the database 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 2000***           ***MARCH 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>MARCH 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***           3,319         998,696          **3.32**       6,363         1,004,269        **6.34**

  2       ***Continental***      11,502        3,299,528        **3.49**       13,147        3,201,646        **4.11**

  3       ***US Airways***       18,890        4,805,574        **3.93**       24,698        4,820,668        **5.12**

  4       ***Southwest***        25,974        6,189,303        **4.20**       22,514        5,514,227        **4.08**

  5       ***Northwest***        18,525        4,344,581        **4.26**       21,801        4,069,196        **5.36**

  6       ***Delta***            47,088        9,351,475        **5.04**       37,843        8,821,068        **4.29**

  7       ***TWA***              11,923        2,274,786        **5.24**       10,279        2,200,878        **4.67**

  8       ***American***         34,908        6,197,216        **5.63**       28,224        5,544,847        **5.09**

  9       ***United***           44,835        6,881,977        **6.51**       50,345        6,523,073        **7.72**

  10      ***America West***     12,949        1,693,759        **7.65**       6,064         1,495,506        **4.05**

                                                                                                              

          **Total**              **229,913**   **46,036,895**   **4.99**       **221,278**   **43,195,378**   **5.12**
  ------- ------------------- -- ------------- ---------------- ---------- --- ------------- ---------------- ----------

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

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

<table>
<colgroup>
<col style="width: 10%" />
<col style="width: 12%" />
<col style="width: 12%" />
<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: 12%" />
</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.-2000">JAN.-MAR. 2000</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>

  ------- ------------------- -- ------------- ----------------- ---------- ----- ------------- ----------------- ----------
  1       ***Alaska***           9,644         2,723,182         **3.54**         18,921        2,664,442         **7.10**

  2       ***Continental***      35,183        8,795,037         **4.00**         47,727        8,603,306         **5.55**

  3       ***US Airways***       52,223        12,400,715        **4.21**         67,091        12,776,874        **5.25**

  4       ***Southwest***        75,520        16,418,368        **4.60**         67,403        14,606,789        **4.61**

  5       ***Northwest***        52,897        11,199,882        **4.72**         69,669        10,369,613        **6.72**

  6       ***Delta***            118,925       24,192,169        **4.92**         125,779       23,612,319        **5.33**

  7       ***TWA***              31,261        5,849,978         **5.34**         37,200        5,510,227         **6.75**

  8       ***American***         87,610        16,322,519        **5.37**         82,160        14,458,939        **5.68**

  9       ***America West***     29,541        4,478,915         **6.60**         17,477        4,118,175         **4.24**

  10      ***United***           122,423       18,081,609        **6.77**         155,400       17,601,139        **8.83**

                                                                                                                  

          **Total**              **615,227**   **120,462,374**   **5.11**         **688,827**   **114,321,823**   **6.03**
  ------- ------------------- -- ------------- ----------------- ---------- ----- ------------- ----------------- ----------

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

> TOTAL BAGGAGE REPORTS---For the domestic system only. These are
> passenger reports of mishandled baggage, including those that did not
> subsequently result in claims for compensation.
>
> ENPLANED PASSENGERS---For the domestic system only.
>
> \* U.S. Airlines with at least one percent of total domestic
> scheduled-service passenger revenues. The list of carriers appearing
> on this page is consistent with those
>
> carriers that appear in the "Flight Delays," "Oversales" and "Consumer
> Complaints" sections of the *Air Travel Consumer Report*.

**[OVERSALES]{.underline}**

This section furnishes data on the number of passengers who hold
confirmed reservations and are denied boarding (\"bumped\") from a
flight because it is oversold. These figures include only passengers
whose oversold flight departs without them; they do not include
passengers affected by cancelled, delayed or diverted flights.

The report includes U.S. airlines that have at least one percent of
total domestic scheduled-service passenger revenues (see footnote on
chart for details). It provides system data for scheduled passenger
service on domestic flights and data on international flight segments
that originate in the United States. Information is displayed for the
latest available quarter and for the year to date, for the current
period and for the same period in the previous year. The reporting
requirement is found in 14 C.F.R. 250.10.

These tables give information by carrier on the number of passengers
bumped involuntarily and on the number who voluntarily gave up their
seat on an oversold flight in exchange for compensation. Also shown is
the rate of involuntary denied boardings per 10,000 passengers. This
rate determines the order in which carriers are listed; the airline with
the lowest rate appears first. The number and rate of involuntary denied
boardings include both passengers who received denied boarding
compensation and passengers who did not qualify for compensation because
of one of the exceptions in the oversales rule. There are three
exceptions: 1) passenger accommodated on another flight scheduled to
arrive within one hour of the original flight; 2) passenger fails to
comply with ticketing, check-in or reconfirmation procedures; and 3)
aircraft of smaller capacity is substituted. Totals appear at the end of
each table.

The enplanement figures that are used to calculate the involuntary
denied boarding rate do not include \"shuttle\" service on which
reservations are not offered, nor do they include inbound international
service, since the rule does not apply to these flights.

![](media/image9.wmf){width="1.636111111111111in"
height="1.3097222222222222in"}

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

***October-December***

***PASSENGERS DENIED BOARDING***

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

  --------------- -------------------------- -- --------------------------
                  ***OCTOBER-DECEMBER           ***OCTOBER-DECEMBER
                  1999***                       1998***

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

<table>
<colgroup>
<col style="width: 9%" />
<col style="width: 11%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 0%" />
<col style="width: 7%" />
<col style="width: 0%" />
<col style="width: 11%" />
<col style="width: 0%" />
<col style="width: 2%" />
<col style="width: 0%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 0%" />
<col style="width: 7%" />
<col style="width: 0%" />
<col style="width: 11%" />
<col style="width: 0%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p id="oct.-dec.-99" class="heading">OCT.-DEC. ‘99</p></td>
<td><em><strong>AIRLINE</strong></em></td>
<td colspan="3"><em><strong>DENIED BOARDINGS (DB’S)</strong></em></td>
<td colspan="2"><em><strong>ENPLANED</strong></em></td>
<td colspan="2"><em><strong>INVOLUNTARY DB'S</strong></em></td>
<td colspan="2"></td>
<td colspan="3"><em><strong>DENIED BOARDINGS (DB’S)</strong></em></td>
<td colspan="2"><em><strong>ENPLANED</strong></em></td>
<td colspan="2"><em><strong>INVOLUNTARY DB'S</strong></em></td>
</tr>
<tr class="even">
<td><em><strong>RANK</strong></em></td>
<td></td>
<td><h6 id="voluntary">VOLUNTARY</h6></td>
<td><em><strong>INVOLUNTARY</strong></em></td>
<td colspan="2"><em><strong>PASSENGERS</strong></em></td>
<td colspan="2"><em><strong>PER 10,000 PSGRS</strong></em></td>
<td colspan="2"></td>
<td colspan="2"><em><strong>VOLUNTARY</strong></em></td>
<td><em><strong>INVOLUNTARY</strong></em></td>
<td colspan="2"><em><strong>PASSENGERS</strong></em></td>
<td colspan="2"><em><strong>PER 10,000 PSGRS</strong></em></td>
<td></td>
</tr>
</tbody>
</table>

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

                                                                                                                                    

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

                                                                                                                                    

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

                                                                                                                                    

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

                                                                                                                                    

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

                                                                                                                                    

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

                                                                                                                                    

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

                                                                                                                                    

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

                                                                                                                                    

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

                                                                                                                                    

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

                                                                                                                                    

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

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

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

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

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

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

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

are accurate.

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

***January-December***

***PASSENGERS DENIED BOARDING***

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

  --------------- -------------------------- -- --------------------------
                  ***JANUARY-DECEMBER           ***JANUARY-DECEMBER
                  1999***                       1998***

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

<table>
<colgroup>
<col style="width: 9%" />
<col style="width: 11%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 0%" />
<col style="width: 7%" />
<col style="width: 0%" />
<col style="width: 11%" />
<col style="width: 0%" />
<col style="width: 2%" />
<col style="width: 0%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 0%" />
<col style="width: 7%" />
<col style="width: 0%" />
<col style="width: 11%" />
<col style="width: 0%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p id="jan.-dec.-99" class="heading">JAN.-DEC. ‘99</p></td>
<td><em><strong>AIRLINE</strong></em></td>
<td colspan="3"><em><strong>DENIED BOARDINGS (DB’S)</strong></em></td>
<td colspan="2"><em><strong>ENPLANED</strong></em></td>
<td colspan="2"><em><strong>INVOLUNTARY DB'S</strong></em></td>
<td colspan="2"></td>
<td colspan="3"><em><strong>DENIED BOARDINGS (DB’S)</strong></em></td>
<td colspan="2"><em><strong>ENPLANED</strong></em></td>
<td colspan="2"><em><strong>INVOLUNTARY DB'S</strong></em></td>
</tr>
<tr class="even">
<td><em><strong>RANK</strong></em></td>
<td></td>
<td><h6 id="voluntary-1">VOLUNTARY</h6></td>
<td><em><strong>INVOLUNTARY</strong></em></td>
<td colspan="2"><em><strong>PASSENGERS</strong></em></td>
<td colspan="2"><em><strong>PER 10,000 PSGRS</strong></em></td>
<td colspan="2"></td>
<td colspan="2"><em><strong>VOLUNTARY</strong></em></td>
<td><em><strong>INVOLUNTARY</strong></em></td>
<td colspan="2"><em><strong>PASSENGERS</strong></em></td>
<td colspan="2"><em><strong>PER 10,000 PSGRS</strong></em></td>
<td></td>
</tr>
</tbody>
</table>

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

                                                                                                                                        

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

                                                                                                                                        

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

                                                                                                                                        

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

                                                                                                                                        

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

                                                                                                                                        

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

                                                                                                                                        

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

                                                                                                                                        

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

                                                                                                                                        

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

                                                                                                                                        

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

                                                                                                                                        

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

TABLE 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

MARCH 2000 MARCH 1999

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 1658 153 5 75 980 60 2 49

FOREIGN AIRLINES 170 5 0 0 117 1 0 1

TRAVEL AGENTS 19 0 0 0 1 0 0 0

TOUR OPERATORS 30 2 0 0 22 0 0 0

MISCELLANEOUS \* 52 10 0 16 35 10 0 12

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

INDUSTRY TOTALS 1929 170 5 91 1155 71 2 62

\* 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 \*

MARCH 2000 MARCH 1999

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 703 1 395

DELAYS\...\...\...\.... 244 133

CANCELLATIONS\...\... 217 146

MISCONNECTIONS\..... 78 51

CUSTOMER SERVICE\...\..... 2 367 3 160

BAGGAGE\...\...\...\...\..... 3 278 2 189

REZ/TICKETING/BOARDING.. 4 138 5 95

REFUNDS\...\...\...\...\..... 5 110 4 98

OVERSALES\...\...\...\...\... 6 107 6 68

DISABILITY\...\...\...\..... 7 80 9 31

FARES\...\...\...\...\...\.... 8 72 8 43

OTHER\...\...\...\...\...\.... 9 54 7 63

FREQUENT FLYER\..... 35 34

TOURS\...\...\...\...\...\.... 10 17 10 12

ADVERTISING\...\...\...\.... 11 3 11 1

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

COMPLAINT TOTAL 1929 1155

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

MARCH 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 16 7 3 0 2 2 5 0 0 0 0 35

ALASKA AIRLINES 11 0 0 1 0 7 7 1 0 0 0 27

AMERICA WEST AIRLINES 77 13 7 2 7 17 29 5 0 0 1 158

AMERICAN AIRLINES 145 16 22 10 13 42 59 10 0 0 8 325

AMERICAN EAGLE 13 2 1 0 0 4 5 0 0 0 1 26

AMERICAN TRANS AIR 13 1 1 0 1 5 9 0 0 1 0 31

ATLANTIC SOUTHEAST AIRLINES 7 0 0 0 0 2 5 0 0 0 0 14

COMAIR 4 1 0 0 0 0 4 0 0 0 0 9

CONTINENTAL AIRLINES 33 4 11 4 3 11 24 5 0 0 1 96

CONTINENTAL EXPRESS 1 0 1 0 0 0 3 0 0 0 0 5

DELTA AIR LINES 73 10 19 7 5 29 36 8 0 0 7 194

DELTA CONNECTION 5 1 1 0 0 1 1 0 0 0 0 9

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

HAWAIIAN AIRLINES 1 0 0 0 1 3 1 0 0 0 0 6

HORIZON AIRLINES 5 0 0 0 0 0 0 0 0 0 0 5

MIDWAY AIRLINES 5 1 1 0 0 5 2 0 0 0 0 14

NORTHWEST AIRLINES 41 7 6 8 3 18 26 8 1 0 4 122

PAN AM 3 0 0 0 0 2 1 0 0 0 0 6

PRO AIR SERVICES 2 0 0 0 1 1 1 0 0 0 0 5

RYAN INTERNATIONAL AIRLINES 3 0 0 0 0 1 1 0 0 0 0 5

SOUTHWEST AIRLINES 11 0 1 0 1 6 15 1 0 0 1 36

SPIRIT AIRLINES 8 3 2 1 2 2 2 0 0 0 2 22

TOWER AIR 25 4 2 0 12 6 3 0 0 0 0 52

TRANS STATES AIRLINES 3 1 0 0 1 4 2 0 0 0 0 11

TRANS WORLD AIRLINES 17 6 7 2 4 9 24 2 0 0 7 78

UNITED AIRLINES 63 14 18 12 9 28 37 15 1 1 9 207

UNITED EXPRESS 9 0 0 0 0 1 0 2 0 0 0 12

US AIRWAYS 28 1 6 4 3 8 19 10 0 1 2 82

VANGUARD AIRLINES 8 0 0 1 2 2 0 0 0 0 0 13

OTHER U.S. AIRLINES 18 4 1 2 8 5 4 4 0 2 0 48

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

MARCH 2000 649 96 110 54 79 222 326 72 2 5 43 1658

\% OF TOTAL COMPLAINTS 39.1 5.8 6.6 3.3 4.8 13.4 19.7 4.3 0.1 0.3 2.6

MARCH 1999 344 57 84 36 92 153 131 29 0 3 51 980

\% OF TOTAL COMPLAINTS 35.1 5.8 8.6 3.7 9.4 15.6 13.4 3.0 0.0 0.3 5.2

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 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 MARCH MARCH PERCENT FEB. PERCENT MONTHS PERCENT
DATE PERCENT

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

AIRTRAN AIRWAYS 35 14 40.00 14 40.00 5 14.29 2 5.71

ALASKA AIRLINES 27 10 37.04 10 37.04 5 18.52 2 7.41

AMERICA WEST AIRLINES 158 42 26.58 80 50.63 17 10.76 19 12.03

AMERICAN AIRLINES 325 118 36.31 107 32.92 68 20.92 32 9.85

AMERICAN EAGLE 26 12 46.15 6 23.08 6 23.08 2 7.69

AMERICAN TRANS AIR 31 16 51.61 7 22.58 4 12.90 4 12.90

ATLANTIC SOUTHEAST AIRLINES 14 5 35.71 5 35.71 2 14.29 2 14.29

COMAIR 9 2 22.22 5 55.56 2 22.22 0 0.00

CONTINENTAL AIRLINES 96 23 23.96 36 37.50 26 27.08 11 11.46

CONTINENTAL EXPRESS 5 2 40.00 2 40.00 1 20.00 0 0.00

DELTA AIR LINES 194 83 42.78 54 27.84 30 15.46 27 13.92

DELTA CONNECTION 9 2 22.22 3 33.33 2 22.22 2 22.22

FRONTIER AIRLINES 5 3 60.00 2 40.00 0 0.00 0 0.00

HAWAIIAN AIRLINES 6 0 0.00 2 33.33 4 66.67 0 0.00

HORIZON AIRLINES 5 1 20.00 1 20.00 1 20.00 2 40.00

MIDWAY AIRLINES 14 6 42.86 0 0.00 7 50.00 1 7.14

NORTHWEST AIRLINES 122 43 35.25 34 27.87 36 29.51 9 7.38

PAN AM 6 6 100.00 0 0.00 0 0.00 0 0.00

PRO AIR SERVICES 5 1 20.00 0 0.00 3 60.00 1 20.00

RYAN INTERNATIONAL AIRLINES 5 2 40.00 0 0.00 2 40.00 1 20.00

SOUTHWEST AIRLINES 36 10 27.78 11 30.56 10 27.78 5 13.89

SPIRIT AIRLINES 22 8 36.36 10 45.45 4 18.18 0 0.00

TOWER AIR 52 8 15.38 21 40.38 16 30.77 7 13.46

TRANS STATES AIRLINES 11 4 36.36 1 9.09 6 54.55 0 0.00

TRANS WORLD AIRLINES 78 23 29.49 22 28.21 24 30.77 9 11.54

UNITED AIRLINES 207 48 23.19 76 36.71 65 31.40 18 8.70

UNITED EXPRESS 12 7 58.33 2 16.67 1 8.33 2 16.67

US AIRWAYS 82 19 23.17 24 29.27 24 29.27 15 18.29

VANGUARD AIRLINES 13 11 84.62 0 0.00 0 0.00 2 15.38

OTHER U.S. AIRLINES 48 13 27.08 12 25.00 16 33.33 7 14.58

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

TOTALS 1658 542 32.69 547 32.99 387 23.34 182 10.98

PRIOR YEAR\'S TOTALS 980 324 33.06 262 26.73 342 34.90 52 5.31

AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 5 OR MORE COMPLAINTS
AGAINST THEM DURING THE REPORTING PERIOD.

COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER \'OTHER U.S. AIRLINES\'.

TABLE 5

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S.AIRLINES

BY COMPLAINT CATEGORY

MARCH 200

FLIGHT OVER- RES/TKTG/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

AIR FRANCE 5 2 2 0 4 9 3 1 0 0 0 26

ALITALIA AIRLINES 2 0 1 0 0 2 1 1 0 0 0 7

ALLEGRO AIRLINES 7 0 0 0 1 1 1 0 0 1 0 11

BRITISH AIRWAYS 3 0 0 0 4 3 4 2 0 0 2 18

KLM 2 1 0 0 2 0 1 1 0 0 0 7

LUFTHANSA 0 2 1 0 0 2 5 0 0 0 1 11

ROYAL JORDANIAN AIRLINES 0 0 1 0 1 4 1 0 0 0 0 7

SABENA 1 0 0 1 0 1 3 0 0 0 0 6

TACA AIRLINES 0 1 0 0 0 3 0 0 0 0 1 5

TAESA 0 0 0 0 6 0 0 0 0 0 0 6

VIRGIN ATLANTIC 1 0 1 0 2 0 1 0 1 0 1 7

OTHER FOREIGN AIRLINES 9 4 6 3 4 16 11 2 0 1 3 59

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

TOTAL 30 10 12 4 24 41 31 7 1 2 8 170

TRAVEL AGENTS

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

CHEAP TICKETS 1 0 3 2 1 0 0 0 0 0 0 7

PRICELINE.COM 0 0 1 5 2 0 0 0 0 0 0 8

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

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

TOTAL 2 0 5 7 5 0 0 0 0 0 0 19

TOUR OPERATORS

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

APPLE VACATIONS 5 0 0 0 0 1 1 0 0 2 0 9

TRADE WIND TOURS 4 0 0 0 0 1 0 0 0 3 0 8

OTHER TOUR OPERATORS 2 1 2 0 2 0 4 0 0 2 0 13

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

TOTAL 11 1 2 0 2 2 5 0 0 7 0 30

MISCELLANEOUS

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

OTHER MISCELLANEOUS 11 0 9 7 0 13 5 1 0 3 3 52

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

TOTAL 11 0 9 7 0 13 5 1 0 3 3 52

\*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

####  MARCH

***Consumer Complaints: Rankings***

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

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

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

<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="march-2000">MARCH 2000</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     ***Southwest***     36          6,199,801        **0.58**          10        5,531,218        **0.18**

  2     ***US Airways***    82          4,972,717        **1.65**          87        4,990,466        **1.74**

  3     ***Delta***         194         9,734,435        **1.99**          104       9,408,548        **1.11**

  4     ***Alaska***        27          1,159,401        **2.33**          11        1,150,773        **0.96**

  5     ***Northwest***     122         5,169,093        **2.36**          73        4,837,018        **1.51**

  6     ***Continental***   96          4,059,051        **2.37**          49        3,852,777        **1.27**

  7     ***United***        207         7,635,981        **2.71**          95        7,432,027        **1.28**

  8     ***T W A***         78          2,369,505        **3.29**          37        2,292,565        **1.61**

  9     ***American***      325         7,709,899        **4.22**          155       7,023,914        **2.21**

  10    ***America West***  158         1,742,419        **9.07**          26        1,569,603        **1.66**

        **TOTAL**           **1,325**   **50,752,302**   **2.61**          **647**   **48,088,909**   **1.35**
  ----- ------------------- ----------- ---------------- ---------- ------ --------- ---------------- ----------

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 THRU MARCH 2000 JANUARY THRU MARCH 1999
>
> COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
> COMPLIMENTS INFO REQUESTS
>
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> U.S. AIRLINES 5116 519 32 275 2858 170 8 162
>
> FOREIGN AIRLINES 540 8 0 9 247 1 0 3
>
> TRAVEL AGENTS 56 0 0 0 4 0 0 0
>
> TOUR OPERATORS 62 2 0 1 87 0 0 1
>
> MISCELLANEOUS \* 175 182 0 37 147 19 0 37
>
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> INDUSTRY TOTALS 5949 711 32 322 3343 190 8 203
>
> \* 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 \*
>
> JANUARY THRU MARCH 2000 JANUARY THRU MARCH 1999
>
> SUB SUB
>
> RANKING COMPLAINTS\*\* CATEGORY RANKING COMPLAINTS\*\* CATEGORY
>
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> FLIGHT PROBLEMS\...\...\... 1 2099 1 1098
>
> DELAYS\...\...\...\.... 729 337
>
> CANCELLATIONS\...\... 692 403
>
> MISCONNECTIONS\..... 266 131
>
> CUSTOMER SERVICE\...\..... 2 1166 2 579
>
> BAGGAGE\...\...\...\...\..... 3 929 3 547
>
> REZ/TICKETING/BOARDING.. 4 466 4 306
>
> REFUNDS\...\...\...\...\..... 5 307 5 250
>
> FARES\...\...\...\...\...\.... 6 271 8 118
>
> OVERSALES\...\...\...\...\... 7 246 7 147
>
> DISABILITY\...\...\...\..... 8 233 9 100
>
> OTHER\...\...\...\...\...\.... 9 191 6 163
>
> FREQUENT FLYER\..... 101 78
>
> TOURS\...\...\...\...\...\.... 10 27 10 23
>
> ADVERTISING\...\...\...\.... 11 14 11 12
>
> \-\-\-- \-\-\--
>
> COMPLAINT TOTAL 5949 3343
>
> 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
>
> JANUARY THRU MARCH 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 70 12 9 1 8 14 19 0 0 0 3 136
>
> ALASKA AIRLINES 25 1 1 5 2 17 13 4 0 1 3 72
>
> AMERICA WEST AIRLINES 208 24 23 9 13 54 65 15 0 0 7 418
>
> AMERICAN AIRLINES 354 45 68 36 39 134 187 37 1 0 28 929
>
> AMERICAN EAGLE 40 4 5 1 1 10 20 1 0 0 2 84
>
> AMERICAN TRANS AIR 41 4 9 0 2 14 22 2 0 1 2 97
>
> ATLANTIC SOUTHEAST AIRLINES 12 0 1 0 0 6 7 0 0 0 1 27
>
> COMAIR 27 2 1 0 0 4 9 1 0 0 0 44
>
> CONTINENTAL AIRLINES 110 20 35 13 9 61 87 18 1 0 10 364
>
> CONTINENTAL EXPRESS 6 1 1 0 0 0 7 0 0 0 0 15
>
> DELTA AIR LINES 175 17 48 33 12 87 115 32 1 0 21 541
>
> DELTA CONNECTION 13 2 1 1 1 2 2 1 0 0 0 23
>
> EASTWIND AIRLINES 3 1 1 0 13 0 0 0 0 0 0 18
>
> FRONTIER AIRLINES 4 0 7 1 4 2 6 2 0 0 0 26
>
> HAWAIIAN AIRLINES 6 3 2 0 4 5 6 0 0 0 2 28
>
> HORIZON AIRLINES 17 1 1 0 0 4 3 0 0 0 0 26
>
> MIDWAY AIRLINES 8 2 3 0 0 8 5 0 0 0 0 26
>
> NATIONAL AIRLINES 7 0 1 0 0 0 5 0 0 0 0 13
>
> NORTHWEST AIRLINES 138 14 26 25 13 61 69 19 2 0 10 377
>
> PRO AIR SERVICES 19 0 0 0 2 3 1 1 0 0 0 26
>
> RYAN INTERNATIONAL AIRLINES 7 0 3 0 1 1 1 0 0 0 0 13
>
> SOUTHWEST AIRLINES 24 2 6 2 4 22 33 6 1 0 4 104
>
> SPIRIT AIRLINES 37 3 7 2 4 7 9 0 0 0 4 73
>
> SUN COUNTRY AIRLINES 6 0 0 0 0 1 4 0 1 0 1 13
>
> TOWER AIR 87 6 7 3 15 15 29 0 0 1 3 166
>
> TRANS STATES AIRLINES 10 2 1 0 1 6 4 0 0 0 0 24
>
> TRANS WORLD AIRLINES 46 15 25 7 15 34 55 9 0 0 15 221
>
> TRANS WORLD EXPRESS 5 0 0 0 0 2 2 0 0 0 1 10
>
> UNITED AIRLINES 224 25 57 29 22 99 153 36 3 1 36 685
>
> UNITED EXPRESS 28 1 2 1 2 2 3 2 0 0 1 42
>
> US AIRWAYS 106 2 25 24 9 31 67 24 0 1 4 293
>
> US AIRWAYS EXPRESS 19 2 2 0 0 3 1 1 0 0 1 29
>
> VANGUARD AIRLINES 19 1 2 1 5 3 5 0 0 0 0 36
>
> OTHER U.S. AIRLINES 41 5 6 2 25 15 13 5 1 2 2 117
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\--
>
> JANUARY THRU MARCH 2000 1942 217 386 196 226 727 1027 216 11 7 161
> 5116
>
> \% OF TOTAL COMPLAINTS 38.0 4.2 7.5 3.8 4.4 14.2 20.1 4.2 0.2 0.1 3.1
>
> JANUARY THRU MARCH 1999 965 125 259 99 215 451 510 87 11 7 129 2858
>
> \% OF TOTAL COMPLAINTS 33.8 4.4 9.1 3.5 7.5 15.8 17.8 3.0 0.4 0.2 4.5
>
> 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
>
> COMPANIES OTHER THAN U.S.AIRLINES
>
> BY COMPLAINT CATEGORY
>
> JANUARY THRU MARCH 2000
>
> FLIGHT OVER- RES/TKTG/ CUSTOMER ADVER-
>
> PROBLEMS SALES BOARDING FARES REFUNDS BAGGAGE SERVICE DISABILITY
> TISING TOURS OTHER TOTAL
>
> FOREIGN AIRLINES
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> AIR CANADA 7 2 4 1 1 5 5 1 0 0 2 28
>
> AIR FRANCE 16 5 9 1 8 22 9 2 0 0 1 73
>
> ALITALIA 5 1 3 1 1 7 3 1 0 0 0 22
>
> ALLEGRO AIRLINES 17 0 0 0 1 3 7 0 0 1 4 33
>
> BRITISH AIRWAYS 12 0 1 1 4 21 18 3 0 0 4 64
>
> KLM 9 2 3 0 2 10 7 1 0 0 2 36
>
> LACSA 2 0 0 0 0 9 0 0 0 0 0 11
>
> LUFTHANSA 3 2 2 0 0 4 11 0 0 1 1 24
>
> MEXICANA 5 1 1 0 2 1 0 0 0 0 1 11
>
> SABENA 1 0 1 1 0 7 4 0 0 0 0 14
>
> SWISSAIR 1 1 3 1 2 2 2 0 0 0 0 12
>
> TACA 1 5 0 0 0 7 2 0 0 0 1 16
>
> TAESA 3 0 1 0 17 0 0 0 0 0 0 21
>
> VIRGIN ATLANTIC 2 0 1 1 2 2 2 0 1 0 1 12
>
> OTHER FOREIGN AIRLINES 22 7 10 8 11 62 33 3 1 2 4 163
>
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> TOTAL 106 26 39 15 51 162 103 11 2 4 21 540
>
> TRAVEL AGENTS
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> PRICELINE.COM 1 0 5 14 2 0 1 0 0 0 0 23
>
> OTHER TRAVEL AGENTS 3 2 11 9 6 0 1 0 0 1 0 33
>
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> TOTAL 4 2 16 23 8 0 2 0 0 1 0 56
>
> TOUR OPERATORS
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> APPLE VACATIONS 6 0 0 0 0 3 1 0 0 2 0 12
>
> SUNJET INT\'L SALES 0 0 0 0 10 1 0 0 0 2 0 13
>
> TRADE WIND TOURS 6 0 0 0 0 1 0 0 0 3 0 10
>
> OTHER TOUR OPERATORS 8 1 4 0 3 0 6 1 0 4 0 27
>
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> TOTAL 20 1 4 0 13 5 7 1 0 11 0 62
>
> MISCELLANEOUS
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> OTHER MISCELLANEOUS 27 0 21 37 9 35 27 5 1 4 9 175
>
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> TOTAL 27 0 21 37 9 35 27 5 1 4 9 175
>
> \*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 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 TOUR OPERATORS,\' ETC.

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

TABLE 5

####  JANUARY-MARCH

***Consumer Complaints: Rankings***

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

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

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

+-----+------+-------+---------+--------+---+-------+--------+--------+
|     |      |       |         | ***C   |   |       |        | ***C   |
|     |      |       |         | OMPLAI |   |       |        | OMPLAI |
|     |      |       |         | NTS*** |   |       |        | NTS*** |
+-----+------+-------+---------+--------+---+-------+--------+--------+
| ##  |      |       | **      | ***PER |   |       | ***S   | ***PER |
| JAN |      |       | *SYSTEM | 100,   |   |       | YSTEMW | 100,   |
| .-M |      |       | WIDE*** | 000*** |   |       | IDE*** | 000*** |
| AR. |      |       |         |        |   |       |        |        |
+-----+------+-------+---------+--------+---+-------+--------+--------+
| ##  | *    | *     | ***E    | ***ENP |   | *     | ***ENP | ***ENP |
|  RA | **AI | **COM | NPLANEM | LANEME |   | **COM | LANEME | LANEME |
| NK  | RLIN | PLAIN | ENTS*** | NTS*** |   | PLAIN | NTS*** | NTS*** |
| {#r | E*** | TS*** |         |        |   | TS*** |        |        |
| ank |      |       |         |        |   |       |        |        |
| -1} |      |       |         |        |   |       |        |        |
+-----+------+-------+---------+--------+---+-------+--------+--------+

  ----- ------------------- ----------- ----------------- ---------- ----- ----------- ----------------- ----------
  1     ***Southwest***     104         16,445,256        **0.63**         39          14,648,760        **0.27**

  2     ***Delta***         541         25,075,338        **2.16**         310         25,160,001        **1.23**

  3     ***Alaska***        72          3,167,722         **2.27**         31          3,071,641         **1.01**

  4     ***US Airways***    293         12,819,787        **2.29**         293         13,016,034        **2.25**

  5     ***Northwest***     377         13,440,369        **2.80**         327         12,436,457        **2.63**

  6     ***Continental***   364         10,789,000        **3.37**         139         10,361,802        **1.34**

  7     ***United***        685         20,141,417        **3.40**         324         20,112,237        **1.61**

  8     ***T W A***         221         6,062,454         **3.65**         135         5,732,792         **2.35**

  9     ***American***      929         20,483,970        **4.54**         428         18,368,899        **2.33**

  10    ***America West***  418         4,612,138         **9.06**         97          4,262,967         **2.28**

        **TOTAL**           **4,004**   **133,037,451**   **3.01**         **2,123**   **127,171,590**   **1.67**
  ----- ------------------- ----------- ----------------- ---------- ----- ----------- ----------------- ----------

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

> \* U.S. Airlines with at least one percent of total domestic
> scheduled-service passenger revenues. The list of carriers appearing
> on this page is consistent with those carriers that appear in the
> "Flight Delays," "Mishandled Baggage" and "Oversales" sections of the
> *Air Travel Consumer Report*.

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

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

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

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

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

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

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

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

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

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

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

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

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

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