+---------------------------------+------------------------------------+
| ![](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: December 1999**                |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays October 1999             |
|                           | >                                        |
|                           | > 12 Months Ending October 1999          |
|                           | >                                        |
|                           | > Mishandled Baggage October 1999        |
|                           | >                                        |
|                           | > Oversales 3rd Quarter 1999             |
|                           | >                                        |
|                           | > January-September 1999                 |
|                           | >                                        |
|                           | > Consumer Complaints October 1999       |
|                           | >                                        |
|                           | > Disability Complaints October 1999     |
+---------------------------+------------------------------------------+

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

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

**Section Page**

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

***Flight Delays***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

**Section Page**

***Mishandled Baggage***

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

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

***Oversales***

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

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

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

***Consumer Complaints***

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

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

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

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

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

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

**[INTRODUCTION]{.underline}**

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

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

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

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

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

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

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

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

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

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

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

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

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

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

OCTOBER 1999

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER\*

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

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

NUMBER OF PERCENT OF NUMBER OF PERCENT OF

AIRPORTS ARRIVALS AIRPORTS ARRIVALS

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

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

TWA S/ 29 89.3 78 89.5

NORTHWEST S/ 29 85.0 114 85.2

SOUTHWEST S/ 14 81.8 56 83.4

AMERICAN S/ 29 81.1 92 81.2

CONTINENTAL S/ 28 79.7 76 80.1

UNITED S/ 29 79.1 101 79.5

DELTA S/ 29 77.7 114 78.1

ALASKA S/ 7 77.9 34 78.0

US AIRWAYS S/ 25 75.5 89 74.9

AMERICA WEST S/ 26 66.6 50 66.8

T O T A L 79.5 80.1

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.

OCTOBER 1999

AIR TRAVEL CONSUMER REPORT

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

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

12 MONTHS

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

CARRIER 10-12 1998 01-03 1999 04-06 1999 07-09 1999 08 1999 09 1999 10
1999 10 1999 09 1987 - 10 1999

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

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

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

ALASKA 67.1 (10) 69.6 (9) 72.5 (7) 72.0 (8) 64.4 (9) 79.4 (5) 78.0 (8)
70.5 (9) 77.4 (9)

AMERICA WEST 68.1 (9) 74.1 (7) 72.3 (8) 62.7 (10) 62.9 (10) 65.8 (10)
66.8 (10) 69.0 (10) 79.8 (3)

AMERICAN 79.8 (6) 70.4 (8) 66.5 (10) 75.6 (5) 78.4 (4) 77.5 (7) 81.2 (4)
73.5 (7) 79.4 (4)

CONTINENTAL 82.1 (4) 78.3 (2) 74.2 (5) 74.0 (6) 75.6 (6) 78.8 (6) 80.1
(5) 76.8 (5) 78.3 (6)

DELTA 82.6 (3) 77.0 (3) 76.9 (4) 77.6 (4) 78.0 (5) 80.9 (4) 78.1 (7)
77.8 (4) 77.5 (8)

NORTHWEST 83.3 (2) 75.2 (5) 79.3 (1) 80.1 (3) 81.3 (3) 85.6 (2) 85.2 (2)
79.5 (3) 79.9 (2)

SOUTHWEST 79.8 (5) 80.2 (1) 78.2 (2) 81.8 (2) 81.7 (2) 85.3 (3) 83.4 (3)
80.2 (1) 83.5 (1)

TWA 83.7 (1) 75.8 (4) 77.0 (3) 83.5 (1) 84.9 (1) 89.4 (1) 89.5 (1) 80.2
(2) 77.7 (7)

UNITED 76.7 (8) 74.6 (6) 71.3 (9) 72.4 (7) 71.8 (7) 76.0 (8) 79.5 (6)
73.9 (6) 76.6 (10)

US AIRWAYS 76.8 (7) 68.5 (10) 72.8 (6) 67.2 (9) 69.0 (8) 71.5 (9) 74.9
(9) 70.6 (8) 78.6 (5)

TOTAL 79.4 74.8 74.3 75.5 76.1 79.3 80.1 75.8 78.8

OCTOBER 1999

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

ATL BOS BWI CLT CVG DCA DEN

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

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

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

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

AA 744 66.3 1401 78.6 248 84.7 217 88.5 93 88.2 1051 84.6 574 86.4

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

CO 667 65.5 796 71.6 308 81.5 109 88.1 26 88.5 661 80.8 393 78.1

DL 18807 68.9 2232 73.1 401 74.6 279 74.9 6108 87.4 1377 79.5 618 82.8

HP 183 41.5 271 55.7 176 40.3 H/ H/ 62 83.9 207 68.1

NW 518 66.2 574 73.9 351 82.3 201 84.1 26 84.6 591 86.6 295 85.8

TW 207 75.4 239 88.7 185 93.5 119 88.2 119 87.4 293 89.4 181 89.5

UA 656 73.5 1380 77.7 400 78.8 155 75.5 176 83.0 518 80.7 9192 85.2

US 889 58.4 2658 66.8 2441 73.9 9165 82.2 H/ 2592 78.6 216 65.3

WN H/ H/ 2659 86.2 H/ H/ H/ H/

TOTAL 22671 68.2 9551 72.6 7169 79.6 10245 82.2 6548 87.3 7145 81.2
11676 84.3

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 14860 88.4 461 81.1 884 75.7 580 78.3 1020 79.5 1044 68.1 2904 74.8

AS H/ H/ H/ H/ H/ 309 73.5 764 77.6

CO 659 81.3 296 82.4 6334 74.0 8559 86.6 H/ 455 78.0 662 77.6

DL 3800 87.2 336 77.7 1008 68.8 372 76.6 1006 82.6 805 87.5 1390 83.6

HP 217 65.4 155 54.2 276 47.5 157 56.1 216 49.5 2435 66.2 792 66.9

NW 465 83.9 10203 88.1 560 72.7 336 86.6 114 77.2 342 85.1 585 82.1

TW 295 91.9 243 85.2 181 80.1 119 90.8 985 89.0 185 89.7 303 81.2

UA 692 79.0 341 82.7 978 74.7 486 81.1 562 80.2 1235 80.9 5601 78.3

US 315 72.4 430 77.7 409 67.2 326 68.1 H/ 134 75.4 480 74.2

WN H/ 575 80.0 H/ 198 87.4 H/ 4453 81.7 3557 75.9

TOTAL 21303 87.1 13040 86.1 10630 72.8 11133 84.7 3903 81.1 11397 77.2
17038 77.1

OCTOBER 1999

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

LGA MCO MIA MSP ORD PDX PHL

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

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

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

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

AA 1583 72.7 599 84.5 3114 74.7 548 84.7 9239 78.5 362 68.5 684 78.9

AS H/ H/ H/ H/ H/ 1504 88.4 H/

CO 441 74.4 556 79.3 365 76.7 218 88.1 587 79.4 88 65.9 284 86.6

DL 2254 74.0 2917 77.7 465 70.8 371 80.1 836 73.2 618 87.7 700 73.0

HP 30 90.0 65 30.8 62 33.9 154 49.4 216 46.3 184 63.0 154 44.2

NW 597 69.5 496 74.4 295 76.9 9863 89.1 788 82.2 185 64.9 475 81.1

TW 291 81.4 305 88.2 222 86.0 285 90.9 377 84.9 149 87.2 176 85.2

UA 878 74.6 681 77.8 502 79.5 687 76.1 13002 78.6 955 75.0 792 80.2

US 2487 65.4 1502 69.4 511 69.3 243 79.4 647 75.1 H/ 6565 74.8

WN H/ 1095 82.5 H/ H/ H/ 904 85.3 H/

TOTAL 8561 71.3 8216 77.3 5536 74.5 12369 87.3 25692 78.2 4949 81.5 9830
75.8

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 552 89.3 93 90.3 822 83.7 725 70.3 1339 79.2 185 91.9 362 79.6 372
78.0

AS 311 82.0 H/ 370 80.5 3733 74.0 581 74.5 H/ H/ H/

CO 305 71.8 109 89.9 274 82.1 305 68.5 507 76.7 93 86.0 140 83.6 427
73.3

DL 743 88.4 279 77.4 495 88.5 588 79.3 773 82.9 4728 90.5 310 74.5 998
74.6

HP 6549 74.1 H/ 295 57.3 215 54.4 334 55.4 133 71.4 62 58.1 61 62.3

NW 311 76.8 171 89.5 186 89.2 550 61.3 462 77.9 122 86.1 341 83.9 343
74.3

TW 212 90.6 171 91.2 155 92.3 211 80.1 216 82.9 93 89.2 10642 90.7 217
92.2

UA 977 80.1 185 87.6 928 83.4 1529 69.7 7089 75.6 449 86.0 248 77.0 363
79.3

US 215 74.9 7627 80.9 155 77.4 186 53.8 368 72.6 H/ 295 80.0 1163 63.7

WN 5004 83.9 H/ 2333 82.6 1109 78.7 431 75.9 1069 80.8 2600 82.8 1221
80.9

TOTAL 15179 79.4 8635 81.6 6013 82.3 9151 72.2 12100 76.0 6872 88.2
15000 87.9 5165 74.7

> OCTOBER 1999
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 3. PERCENTAGE OF ALL CARRIERS\' REPORTED FLIGHT OPERATIONS
> ARRIVING ON TIME D/
>
> BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)
>
> ARRIVAL AIRPORT
>
> SCHEDULED
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> ARRIVAL TIME ATL BOS BWI CLT CVG DCA DEN DFW DTW EWR IAH JFK LAS LAX
> LGA MCO
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
>
> 600 - 659 AM 87.3 76.0 62.8 83.3 87.8 J/ 100.0 88.2 87.4 76.6 94.9
> 79.9 97.3 94.6 85.7 56.7
>
> 700 - 759 AM 85.3 77.0 91.5 90.5 92.9 89.7 94.2 97.4 94.2 76.3 92.3
> 86.7 86.7 90.3 86.0 88.5
>
> 800 - 859 AM 82.7 85.8 87.6 88.3 95.3 87.2 90.6 91.3 93.3 83.5 87.8
> 58.9 88.0 85.5 84.8 83.7
>
> 900 - 959 AM 67.4 80.7 90.5 84.4 85.9 86.2 91.5 88.7 88.8 88.3 90.0
> 80.6 89.3 84.6 79.0 84.8
>
> 1000 - 1059 AM 70.9 80.8 90.4 82.9 91.8 84.8 84.5 85.8 89.2 84.2 88.8
> 100.0 80.3 79.2 72.4 86.1
>
> 1100 - 1159 AM 67.2 76.7 86.9 86.3 88.2 86.8 83.4 86.6 87.6 85.7 85.4
> 88.3 82.9 72.6 73.5 79.9
>
> 1200 - 1259 PM 69.9 82.5 90.0 78.2 91.9 85.1 85.5 88.5 89.5 83.4 90.6
> 86.7 82.5 75.6 74.8 79.2
>
> 100 - 159 PM 70.6 79.3 80.9 84.7 86.6 82.3 82.6 87.6 90.4 76.6 84.4
> 87.3 77.7 72.3 71.1 76.7
>
> 200 - 259 PM 70.3 72.7 82.9 85.0 97.2 81.9 84.1 86.3 87.6 76.4 85.9
> 82.9 79.2 76.4 74.5 77.1
>
> 300 - 359 PM 63.1 75.5 74.9 84.2 88.0 83.5 85.5 89.0 84.6 68.8 82.4
> 85.1 69.0 77.7 72.4 84.2
>
> 400 - 459 PM 57.8 73.6 76.8 74.2 78.5 80.4 82.9 85.9 86.3 64.6 80.4
> 84.8 75.4 76.5 67.8 79.5
>
> 500 - 559 PM 63.0 64.5 79.4 82.1 82.7 76.1 83.9 86.0 81.5 68.6 82.0
> 81.1 70.3 76.0 64.0 79.2
>
> 600 - 659 PM 62.4 61.4 77.2 82.2 82.8 74.2 81.1 85.0 80.1 57.5 82.8
> 76.1 77.7 75.2 64.2 76.3
>
> 700 - 759 PM 64.8 58.8 67.8 75.7 84.9 72.6 81.8 86.2 82.4 61.6 80.6
> 67.4 73.0 71.7 58.3 66.4
>
> 800 - 859 PM 62.4 62.9 68.1 64.4 J/ 78.2 82.4 83.4 86.7 61.7 85.5 71.4
> 73.3 73.5 67.5 70.6
>
> 900 - 959 PM 67.9 68.9 75.4 79.2 83.3 70.3 78.1 87.4 79.6 69.9 77.9
> 82.0 75.5 77.9 69.8 73.7
>
> 1000 - 1059 PM 69.0 65.7 72.4 85.3 75.5 85.1 73.4 82.2 85.2 67.8 77.9
> 76.5 68.8 73.0 70.6 70.2
>
> 1100 - 559 AM 79.0 82.9 78.9 88.2 84.3 83.9 79.0 88.5 83.0 81.6 81.1
> 85.9 73.0 81.1 76.5 72.2
>
> TOTAL, ALL ARRIVALS,
>
> BY AIRPORT 68.2 72.6 79.6 82.2 87.3 81.2 84.3 87.1 86.1 72.8 84.7 81.1
> 77.2 77.1 71.3 77.3
>
> ARRIVAL AIRPORT
>
> SCHEDULED
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> ARRIVAL TIME MIA MSP ORD PDX PHL PHX PIT SAN SEA SFO SLC STL TPA TOTAL
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\--
>
> 600 - 659 AM 61.1 91.6 88.5 J/ 79.3 93.0 90.9 J/ 78.1 85.5 J/ 95.8
> 81.5 86.8
>
> 700 - 759 AM 90.6 93.9 84.5 95.2 86.6 90.1 88.4 93.5 90.8 96.1 95.9
> 92.5 88.6 89.4
>
> 800 - 859 AM 87.1 91.0 84.0 94.4 79.4 87.3 83.8 90.4 86.4 90.3 92.3
> 87.3 90.3 87.4
>
> 900 - 959 AM 79.8 90.2 84.7 96.3 81.4 81.6 88.9 91.3 82.7 79.6 93.2
> 91.7 79.6 84.6
>
> 1000 - 1059 AM 75.8 90.1 77.7 82.8 81.2 84.5 83.9 87.7 67.5 71.6 90.6
> 86.0 81.6 82.2
>
> 1100 - 1159 AM 83.9 91.8 71.5 82.9 81.0 79.0 87.0 84.4 65.0 69.3 88.5
> 90.6 81.0 80.2
>
> 1200 - 1259 PM 73.6 91.5 81.8 85.9 78.8 79.8 84.9 85.8 66.3 63.6 83.0
> 90.1 78.0 80.9
>
> 100 - 159 PM 79.9 88.5 78.9 74.1 83.1 74.1 82.2 81.2 66.8 72.5 88.1
> 89.5 75.2 80.6
>
> 200 - 259 PM 82.3 83.0 75.3 75.2 81.6 80.9 86.2 67.6 66.0 74.7 84.9
> 90.2 77.4 79.8
>
> 300 - 359 PM 75.3 87.9 77.6 76.3 73.3 81.0 82.5 89.6 78.4 71.3 88.8
> 90.1 74.7 79.4
>
> 400 - 459 PM 77.5 79.6 78.7 86.6 67.5 77.7 81.0 74.8 77.1 75.5 83.3
> 87.3 78.1 76.7
>
> 500 - 559 PM 71.9 84.4 74.0 74.5 75.5 75.8 78.7 85.8 66.3 78.6 84.2
> 85.0 67.2 77.4
>
> 600 - 659 PM 70.7 80.2 71.5 78.4 68.9 79.5 71.9 80.8 72.3 76.0 81.9
> 82.8 66.4 73.8
>
> 700 - 759 PM 75.4 83.4 75.5 77.5 71.2 73.0 74.1 74.3 68.8 76.8 89.8
> 86.2 68.6 76.5
>
> 800 - 859 PM 57.1 82.0 76.7 70.1 68.3 69.6 74.5 78.5 70.1 76.8 87.6
> 86.3 65.2 73.5
>
> 900 - 959 PM 69.0 85.9 76.6 81.3 73.4 80.2 77.8 79.5 72.0 77.2 84.8
> 82.1 67.2 77.8
>
> 1000 - 1059 PM 75.1 85.7 65.9 81.9 71.8 80.9 78.2 83.7 72.6 74.9 88.0
> 89.0 71.5 74.1
>
> 1100 - 559 AM 70.9 83.8 85.6 83.6 80.9 77.5 88.8 79.8 80.5 79.2 81.4
> 81.1 77.0 80.4
>
> TOTAL, ALL ARRIVALS,
>
> BY AIRPORT 74.5 87.3 78.2 81.5 75.8 79.4 81.6 82.3 72.2 76.0 88.2 87.9
> 74.7 79.5
>
> OCTOBER 1999
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 4. PERCENTAGE OF ALL CARRIERS\' REPORTED FLIGHT OPERATIONS
> DEPARTING ON TIME E/
>
> BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)
>
> DEPARTURE AIRPORT
>
> SCHEDULED
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> DEPARTURE TIME ATL BOS BWI CLT CVG DCA DEN DFW DTW EWR IAH JFK LAS LAX
> LGA MCO
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
>
> 600 - 659 AM 91.5 90.9 94.7 92.6 93.5 93.8 94.8 93.2 90.6 93.0 93.5
> 95.5 93.8 94.1 90.2 95.4
>
> 700 - 759 AM 90.5 88.7 89.0 93.1 93.2 94.1 91.6 93.4 92.2 91.0 93.4
> 90.7 90.5 90.8 89.2 92.0
>
> 800 - 859 AM 87.8 87.6 85.7 85.3 95.3 91.2 92.3 91.8 89.7 87.6 93.3
> 90.7 88.7 87.8 88.0 92.8
>
> 900 - 959 AM 80.8 84.7 87.8 87.7 92.8 90.4 91.7 90.7 88.4 82.4 90.4
> 91.0 83.0 82.4 84.3 85.9
>
> 1000 - 1059 AM 79.7 86.6 83.5 81.8 92.4 88.2 90.4 88.3 86.1 86.6 90.8
> 93.5 75.3 80.0 79.4 88.2
>
> 1100 - 1159 AM 73.6 82.7 84.9 77.8 92.6 91.8 88.4 85.4 85.6 84.0 87.7
> 87.9 77.0 73.1 82.0 83.4
>
> 1200 - 1259 PM 78.5 83.1 83.8 82.1 91.3 89.4 84.1 86.4 85.1 85.6 89.7
> 87.4 77.3 76.5 81.1 85.7
>
> 100 - 159 PM 74.9 81.9 78.4 78.6 90.3 88.1 88.1 89.3 84.2 85.2 87.8
> 88.0 78.1 77.2 81.0 79.7
>
> 200 - 259 PM 72.9 83.1 78.4 76.4 90.0 85.4 85.5 84.1 78.8 77.4 84.3
> 90.6 73.1 74.3 76.0 73.9
>
> 300 - 359 PM 74.2 72.1 79.0 77.1 94.5 85.9 86.4 86.2 77.0 76.1 83.7
> 87.6 71.7 76.7 81.5 81.4
>
> 400 - 459 PM 67.4 74.0 67.1 76.3 87.8 82.7 87.2 82.6 76.1 69.8 83.1
> 86.9 63.1 77.1 73.4 78.0
>
> 500 - 559 PM 62.5 71.0 72.7 81.9 78.7 86.0 83.2 87.3 81.8 67.8 81.1
> 84.1 68.9 72.5 69.2 83.1
>
> 600 - 659 PM 69.1 59.1 74.9 75.7 87.1 79.0 86.7 85.3 80.3 67.1 83.9
> 84.1 72.4 79.2 64.7 81.3
>
> 700 - 759 PM 67.5 59.1 66.2 74.7 86.7 74.5 88.4 81.7 79.0 67.0 85.7
> 84.8 74.4 67.3 70.7 82.2
>
> 800 - 859 PM 70.6 65.9 65.6 75.7 87.0 79.6 86.0 86.3 78.9 66.9 85.1
> 58.0 67.8 77.7 65.8 72.3
>
> 900 - 959 PM 74.0 75.0 63.4 71.1 78.2 86.0 82.7 90.6 84.9 55.3 85.9
> 89.5 62.6 77.4 70.7 72.5
>
> 1000 - 1059 PM 75.5 J/ 38.5 80.1 88.2 J/ 76.5 88.6 83.7 76.9 72.1
> 100.0 78.0 89.5 J/ 93.5
>
> 1100 - 559 AM 78.6 96.6 93.3 90.3 J/ J/ 93.4 96.3 93.5 87.5 83.9 96.8
> 72.0 89.8 J/ J/
>
> TOTAL, ALL DEPARTURES,
>
> BY AIRPORT 75.7 78.4 79.6 80.2 90.0 86.4 87.6 87.5 83.9 79.0 87.1 87.0
> 76.3 80.6 78.9 83.3
>
> DEPARTURE AIRPORT
>
> SCHEDULED
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> DEPARTURE TIME MIA MSP ORD PDX PHL PHX PIT SAN SEA SFO SLC STL TPA
> TOTAL
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\--
>
> 600 - 659 AM 82.0 96.3 93.0 95.8 92.9 93.8 95.7 94.3 94.6 93.9 96.4
> 92.2 94.6 93.2
>
> 700 - 759 AM 84.7 90.3 90.8 95.4 88.3 87.1 86.5 92.6 89.5 91.0 94.6
> 94.6 92.2 90.7
>
> 800 - 859 AM 85.4 92.1 87.0 89.0 82.8 86.7 82.5 92.9 88.8 92.3 93.7
> 90.9 94.6 89.0
>
> 900 - 959 AM 86.5 91.3 87.5 91.9 81.3 77.7 82.4 87.1 82.4 85.0 94.1
> 92.5 89.2 86.6
>
> 1000 - 1059 AM 83.9 93.6 86.5 89.6 82.4 75.4 83.1 83.6 78.5 84.3 91.0
> 89.0 85.0 84.8
>
> 1100 - 1159 AM 80.9 88.4 81.0 86.5 82.5 81.4 80.8 84.0 71.7 78.0 91.2
> 88.7 86.4 82.9
>
> 1200 - 1259 PM 81.7 87.1 82.7 89.8 83.4 72.4 80.0 85.4 71.5 72.0 84.1
> 90.9 85.4 82.3
>
> 100 - 159 PM 77.7 88.6 85.7 90.7 81.6 75.8 100.0 83.7 74.1 79.8 91.2
> 89.1 79.8 82.3
>
> 200 - 259 PM 81.7 87.0 77.2 81.6 75.6 71.1 81.5 71.1 69.6 77.2 92.2
> 88.7 73.1 80.3
>
> 300 - 359 PM 72.7 86.7 77.2 83.6 78.0 73.2 79.5 81.3 76.6 79.6 85.6
> 86.2 82.2 79.8
>
> 400 - 459 PM 73.9 85.0 78.7 78.8 70.4 75.7 78.6 78.5 76.9 76.8 89.8
> 83.8 74.0 77.5
>
> 500 - 559 PM 76.9 84.0 75.8 78.1 66.0 71.1 74.2 77.2 77.0 79.9 89.2
> 86.3 73.9 76.6
>
> 600 - 659 PM 76.8 86.9 76.4 85.3 72.6 71.7 80.5 81.7 72.7 82.6 85.6
> 84.4 79.7 78.4
>
> 700 - 759 PM 73.1 86.2 74.6 77.3 73.1 70.9 73.7 73.3 72.5 77.1 80.8
> 82.0 77.9 75.1
>
> 800 - 859 PM 77.4 85.1 81.4 81.1 73.4 67.5 77.4 77.2 76.6 81.1 91.1
> 86.3 74.8 79.1
>
> 900 - 959 PM J/ J/ 80.6 86.8 68.6 64.0 80.8 83.0 73.5 83.6 86.1 88.0
> 64.9 78.0
>
> 1000 - 1059 PM J/ 86.3 83.4 100.0 J/ 82.3 78.9 97.4 89.1 86.5 90.7
> 83.5 85.5 84.1
>
> 1100 - 559 AM 83.9 93.5 100.0 98.0 96.8 95.2 80.0 96.2 94.4 91.3 91.4
> 85.2 93.3 83.2
>
> TOTAL, ALL DEPARTURES,
>
> BY AIRPORT 79.0 88.0 82.2 87.9 77.7 77.2 80.5 84.8 79.8 83.0 90.4 88.1
> 83.6 82.5
>
> OCTOBER 1999
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF
> THE TIME OR MORE
>
> NUMBER OF PERCENTAGE OF FLIGHT
>
> FLIGHT ORIGIN-DESTIN. SCHEDULED OPERATIONS OPERATIONS ARRIVING NO. OF
> MIN. LATE
>
> CARRIER NUMBER AIRPORTS DEPARTURE TIME REPORTED 15 MINUTES LATE OR
> MORE D/ AVERAGE MEDIAN
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> AA 2714 LAX-RNO 1746 31 96.77 59 51
>
> AA 2704 LAX-LAS 1242 31 96.77 46 42
>
> AA 2846 LAX-RNO 1919 26 92.31 52 42
>
> US 2609 ATL-BOS 1820 26 92.31 51 34
>
> AA 2790 LAS-RNO 1412 31 90.32 54 43
>
> AA 2897 RNO-LAX 2111 26 88.46 51 42
>
> US 2762 ATL-IAD 2015 26 88.46 49 40
>
> US 802 PIT-EWR 1730 26 88.46 43 39
>
> US 536 CMH-PHL 1525 26 88.46 27 24
>
> HP 2687 EWR-PHX 1740 30 86.67 57 33
>
> HP 2612 PHX-ATL 1206 29 86.21 37 26
>
> AA 2878 RNO-LAS 1940 26 84.62 61 48
>
> HP 401 PHX-IAD 0914 25 84.00 42 22
>
> US 2757 IAD-ATL 1747 31 83.87 46 41
>
> UA 1521 ORD-SEA 1144 30 83.33 30 25
>
> HP 2070 LAS-CMH 2310 29 82.76 36 25
>
> US 2631 BOS-ATL 1610 26 80.77 37 28
>
> HP 2047 LAS-ORD 1546 31 80.65 32 21
>
> HP 2317 BOS-CMH 1845 25 80.00 51 32
>
> CO 1900 ORD-CLE 1814 25 80.00 24 21
>
> HP 716 LAS-PHX 2335 30 80.00 73 39
>
> HP 248 LAS-BWI 2328 30 80.00 34 29

OCTOBER 1999

AIR TRAVEL CONSUMER REPORT

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

ARRIVING LATE 70% OF THE TIME OR MORE

NUMBER OF REGULARLY SCHEDULED FLIGHTS

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

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

CARRIER CARRIER REPORTED DATA NUMBER PERCENTAGE

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

AMERICA WEST 592 23 3.9

US AIRWAYS 2081 19 0.9

AMERICAN 2071 13 0.6

UNITED 2234 6 0.3

CONTINENTAL 1164 2 0.2

SOUTHWEST 2496 4 0.2

DELTA 2523 3 0.1

ALASKA 435 0 0.0

TWA 786 0 0.0

NORTHWEST 1533 0 0.0

TOTAL 15915 70 0.4

> OCTOBER 1999
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT
>
> PERCENT REPORTED PERCENT REPORTED
>
> ON-TIME OPERATIONS ON-TIME OPERATIONS
>
> CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> AKRON/CANTON, OH. (CAK) 80.7 92.0 88 88 ELMIRA, N.Y. (ELM) 82.5 93.0
> 114 114
>
> ALBANY, N.Y. (ALB) 83.1 87.7 941 938 ERIE, PA. (ERI) 82.4 94.1 119 119
>
> ALBUQUERQUE, N.M. (ABQ) 82.9 86.1 3,142 3,141 EUGENE, OR. (EUG) 80.1
> 82.8 186 186
>
> ALLENTOWN, PA. (ABE) 76.2 85.3 538 537 FAIRBANKS, AK. (FAI) 74.9 88.0
> 431 432
>
> AMARILLO, TX. (AMA) 82.5 88.2 399 399 FARGO, N.D. (FAR) 90.1 95.9 243
> 243
>
> ANCHORAGE, AK. (ANC) 73.8 82.3 1,548 1,547 FAYETTEVILLE, N.C. (FAY)
> 78.2 87.1 124 124
>
> ASHEVILLE, N.C. (AVL) 89.5 95.2 124 124 FLINT, MI. (FNT) 86.0 91.4 93
> 93
>
> ATLANTA, GA. (ATL) 68.2 75.7 22,671 22,748 FRESNO, CA. (FAT) 74.2
> 100.0 31 31
>
> AUGUSTA, GA. (AGS) 77.4 84.8 93 92 FT. LAUDERDALE, FL. (FLL) 70.8 78.4
> 3,793 3,791
>
> AUSTIN, TX. (AUS) 84.6 90.2 3,839 3,838 FT. MYERS, FL. (RSW) 72.6 84.2
> 1,059 1,057
>
> BAKERSFIELD, CA. (BFL) 77.4 100.0 31 31 FT. WAYNE, IN. (FWA) 88.6 94.3
> 35 35
>
> BALTIMORE, MD. (BWI) 79.6 79.6 7,169 7,166 GRAND FORKS, N.D. (GFK)
> 90.3 98.9 93 93
>
> BARROW, AK. (BRW) 81.8 79.5 88 88 GRAND RAPIDS, MI. (GRR) 83.4 92.6
> 787 786
>
> BATON ROUGE, LA. (BTR) 86.5 86.8 400 403 GREAT FALLS, MT. (GTF) 89.4
> 91.7 217 217
>
> BETHEL, AK. (BET) 80.7 83.0 88 88 GREEN BAY, WI. (GRB) 84.9 89.8 205
> 206
>
> BILLINGS, MT. (BIL) 83.3 95.2 246 248 GREENBRIER, W.V. (LWB) 57.1 64.3
> 14 14
>
> BINGHAMTON, N.Y. (BGM) 72.7 81.8 88 88 GREENSBORO/HIGH PT., N.C. (GSO)
> 76.4 84.1 1,349 1,348
>
> BIRMINGHAM, AL. (BHM) 82.1 84.6 1,719 1,715 GREENVILLE/SPARTBG., S.C.
> (GSP) 77.6 82.5 589 590
>
> BISMARCK, N.D. (BIS) 83.2 95.0 119 119 GULFPORT/BILOXI, MS. (GPT) 96.8
> 100.0 93 93
>
> BOISE, ID. (BOI) 85.0 88.7 973 974 HARLINGEN, TX. (HRL) 82.0 86.2 356
> 356
>
> BOSTON, MA. (BOS) 72.6 78.4 9,551 9,552 HARRISBURG, PA. (MDT) 78.5
> 85.6 651 651
>
> BOZEMAN, MT. (BZN) 81.5 97.6 124 123 HARTFORD, CT./SPGFLD, MA. (BDL)
> 82.2 86.1 2,835 2,831
>
> BRISTOL, TN. (TRI) 83.2 85.7 119 119 HELENA, MT. (HLN) 88.7 95.2 62 62
>
> BUFFALO, N.Y. (BUF) 75.1 82.8 1,585 1,583 HONOLULU, OAHU, HI. (HNL)
> 77.2 93.0 959 956
>
> BURBANK, CA. (BUR) 82.6 84.4 2,411 2,410 HOUSTON, TX. (HOU) 85.6 82.9
> 4,873 4,873
>
> BURLINGTON, VT. (BTV) 81.4 90.7 247 247 HOUSTON, TX. (IAH) 84.7 87.1
> 11,133 11,127
>
> CEDAR RAPIDS/IOWA CTY,IA. (CID) 89.7 95.7 445 447 HUNTSVILLE/DECATUR,
> AL. (HSV) 72.7 82.4 517 516
>
> CHARLESTON, S.C. (CHS) 67.2 76.9 577 577 INDIANAPOLIS, IN. (IND) 81.4
> 87.0 2,985 2,985
>
> CHARLESTON, W.V. (CRW) 77.2 84.2 114 114 INDIO/PALM SPRINGS, CA. (PSP)
> 86.4 90.4 280 280
>
> CHARLOTTE, N.C. (CLT) 82.2 80.2 10,245 10,245 ISLIP/LONG IS., N.Y.
> (ISP) 82.9 87.4 619 619
>
> CHATTANOOGA, TN. (CHA) 86.4 94.3 88 88 ITHACA, N.Y. (ITH) 78.9 93.0
> 114 114
>
> CHICAGO, IL. (MDW) 82.4 79.5 4,526 4,524 JACKSON/VICKSBURG, MS. (JAN)
> 87.4 87.7 779 791
>
> CHICAGO, IL. (ORD) 78.2 82.2 25,692 25,694 JACKSON, WY. (JAC) 85.3
> 88.6 34 35
>
> CINCINNATI, OH. (CVG) 87.3 90.0 6,548 6,570 JACKSONVILLE, FL. (JAX)
> 77.2 84.5 1,998 2,000
>
> CLEVELAND, OH. (CLE) 77.8 84.6 4,949 4,951 JUNEAU, AK. (JNU) 75.2 78.5
> 339 340
>
> COLORADO SPRINGS, CO. (COS) 78.6 91.1 1,110 1,112 KAHULUI, MAUI, HI.
> (OGG) 84.9 93.1 278 277
>
> COLUMBIA, S.C. (CAE) 74.2 77.9 422 420 KALAMAZOO, MI. (AZO) 87.0 93.0
> 115 114
>
> COLUMBUS, OH. (CMH) 78.6 85.1 3,205 3,205 KALISPELL, MT. (FCA) 85.0
> 89.5 120 124
>
> CORDOVA, AK. (CDV) 77.4 83.9 62 62 KANSAS CITY, MO. (MCI) 82.8 87.4
> 5,254 5,249
>
> CORPUS CHRISTI, TX. (CRP) 85.8 89.7 253 253 KETCHIKAN, AK. (KTN) 74.5
> 84.6 188 188
>
> DALLAS/FT. WORTH, TX. (DAL) 87.8 84.7 4,182 4,182 KING SALMON, AK.
> (AKN) 74.2 87.1 31 31
>
> DALLAS/FT. WORTH, TX. (DFW) 87.1 87.5 21,303 21,308 KNOXVILLE, TN.
> (TYS) 81.0 86.7 567 566
>
> DAYTON, OH. (DAY) 82.3 87.9 928 928 KODIAK, AK. (ADQ) 80.6 79.0 62 62
>
> DAYTONA BEACH, FL. (DAB) 73.5 83.9 155 155 KONA, HAWAII., HI. (KOA)
> 74.2 91.9 62 62
>
> DEADHORSE, AK. (SCC) 64.9 70.2 57 57 KOTZEBUE, AK. (OTZ) 81.3 77.3 75
> 75
>
> DENVER, CO. (DEN) 84.3 87.6 11,676 11,666 LA CROSSE, WI. (LSE) 88.9
> 91.3 81 80
>
> DES MOINES, IA. (DSM) 85.6 94.4 604 604 LANSING, MI. (LAN) 82.3 92.8
> 181 181
>
> DETROIT, MI. (DTW) 86.1 83.9 13,040 13,041 LAS VEGAS, NV. (LAS) 77.2
> 76.3 11,397 11,378
>
> DILLINGHAM, AK. (DLG) 87.1 83.9 31 31 LEXINGTON/FRKFT, KY. (LEX) 76.4
> 83.9 305 304
>
> DULUTH, MN. (DLH) 89.0 90.7 118 118 LIHUE, KAUAI, HI. (LIH) 89.2 89.2
> 37 37
>
> DUTCH HARBOR, AK. (DUT) 66.1 53.2 62 62 LINCOLN, NE. (LNK) 83.6 92.2
> 269 269
>
> EL PASO, TX. (ELP) 85.4 89.8 2,100 2,098 LITTLE ROCK, AR. (LIT) 84.9
> 86.7 1,128 1,127
>
> OCTOBER 1999
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT
>
> PERCENT REPORTED PERCENT REPORTED
>
> ON-TIME OPERATIONS ON-TIME OPERATIONS
>
> CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> LONG BEACH, CA. (LGB) 82.6 88.4 334 335 SACRAMENTO, CA. (SMF) 81.8
> 84.4 3,221 3,219
>
> LOS ANGELES, CA. (LAX) 77.1 80.6 17,038 17,027 SAGINAW, MI. (MBS) 80.6
> 92.5 309 308
>
> LOUISVILLE, KY. (SDF) 81.8 86.2 1,931 1,929 SALT LAKE CITY, UT. (SLC)
> 88.2 90.4 6,872 6,866
>
> LUBBOCK, TX. (LBB) 88.5 88.9 497 497 SAN ANTONIO, TX. (SAT) 83.8 89.1
> 3,262 3,257
>
> MADISON, WI. (MSN) 77.6 92.8 388 388 SAN DIEGO, CA. (SAN) 82.3 84.8
> 6,013 6,011
>
> MANCHESTER, N.H. (MHT) 83.3 85.4 1,153 1,153 SAN FRANCISCO, CA. (OAK)
> 85.6 83.4 4,734 4,733
>
> MEDFORD, OR. (MFR) 82.4 77.4 125 124 SAN FRANCISCO, CA. (SFO) 76.0
> 83.0 12,100 12,103
>
> MELBOURNE, FL. (MLB) 74.2 80.6 124 124 SAN JOSE, CA. (SJC) 81.4 84.0
> 5,555 5,559
>
> MEMPHIS, TN. (MEM) 88.6 89.8 4,336 4,329 SAN JUAN, P.R. (SJU) 76.7
> 86.8 1,587 1,587
>
> MIAMI, FL. (MIA) 74.5 79.0 5,536 5,531 SANTA BARBARA, CA. (SBA) 80.5
> 74.6 128 126
>
> MIDLAND/ODESSA, TX. (MAF) 89.4 93.4 549 549 SARASOTA/BRAD., FL. (SRQ)
> 73.0 85.6 404 402
>
> MILWAUKEE, WI. (MKE) 81.3 89.8 1,370 1,370 SAVANNAH, GA. (SAV) 72.2
> 75.2 432 432
>
> MINNEAPLS/ST.P, MN. (MSP) 87.3 88.0 12,369 12,367
> SCRANTON/WILKES-BARRE,PA. (AVP) 76.8 89.0 155 155
>
> MINOT, N.D. (MOT) 81.7 96.8 93 93 SEATTLE, WA. (SEA) 72.2 79.8 9,151
> 9,135
>
> MISSION/MCALLEN, TX. (MFE) 85.4 94.9 295 295 SHREVEPORT, LA. (SHV)
> 85.5 89.1 331 331
>
> MISSOULA, MT. (MSO) 84.9 91.9 186 186 SIOUX CITY, IA. (SUX) 89.5 94.7
> 57 57
>
> MOBILE,AL./PASCAGOULA,MS. (MOB) 76.6 76.9 372 372 SIOUX FALLS, S.D.
> (FSD) 86.8 90.9 364 364
>
> MOLINE, IL. (MLI) 93.3 97.2 180 180 SITKA, AK. (SIT) 75.3 87.1 93 93
>
> MONROE, LA. (MLU) 80.6 88.7 186 186 SOUTH BEND, IN. (SBN) 85.3 92.4
> 238 238
>
> MONTEREY, CA. (MRY) 88.7 77.4 62 62 SPOKANE, WA. (GEG) 81.6 87.7 1,194
> 1,193
>
> MONTGOMERY, AL. (MGM) 76.3 86.0 93 93 SPRINGFIELD, MO. (SGF) 91.5 95.5
> 176 176
>
> MYRTLE BEACH, S.C. (MYR) 81.8 88.2 170 170 ST. CROIX, V.I. (STX) 67.7
> 78.5 93 93
>
> NASHVILLE, TN. (BNA) 81.7 84.1 4,786 4,790 ST. LOUIS, MO. (STL) 87.9
> 88.1 15,000 14,998
>
> NEW ORLEANS, LA. (MSY) 78.6 83.6 4,246 4,242 ST. THOMAS, V.I. (STT)
> 65.7 76.6 175 175
>
> NEW YORK, N.Y. (JFK) 81.1 87.0 3,903 3,905 SYRACUSE, N.Y. (SYR) 82.2
> 88.9 960 959
>
> NEW YORK, N.Y. (LGA) 71.3 78.9 8,561 8,570 TALLAHASSEE, FL. (TLH) 58.1
> 69.4 186 186
>
> NEWARK, N.J. (EWR) 72.8 79.0 10,630 10,634 TAMPA, FL. (TPA) 74.7 83.6
> 5,165 5,159
>
> NEWBURGH, N.Y. (SWF) 86.3 90.3 124 124 TOLEDO, OH. (TOL) 53.4 77.3 88
> 88
>
> NOME, AK. (OME) 72.5 75.0 80 80 TRAVERSE CITY, MI. (TVC) 77.1 86.7 83
> 83
>
> NORFOLK/VA. BEACH, VA. (ORF) 81.0 86.4 1,357 1,356 TUCSON, AZ. (TUS)
> 79.5 87.5 1,665 1,663
>
> OKLAHOMA CITY, OK. (OKC) 86.5 92.1 1,769 1,769 TULSA, OK. (TUL) 84.8
> 90.2 1,642 1,636
>
> OMAHA, NE. (OMA) 80.7 88.9 1,463 1,465 VALPARAISO, FL. (VPS) 92.5 95.7
> 93 93
>
> ONTARIO, CA. (ONT) 84.5 85.9 2,995 2,994 WASHINGTON, D.C. (DCA) 81.2
> 86.4 7,145 7,166
>
> ORANGE COUNTY, CA. (SNA) 80.3 85.8 3,802 3,801 WASHINGTON, D.C. (IAD)
> 76.2 81.5 6,752 6,751
>
> ORLANDO, FL. (MCO) 77.3 83.3 8,216 8,222 WEST PALM BEACH, FL. (PBI)
> 70.9 81.9 1,856 1,858
>
> PASCO, WA. (PSC) 89.4 95.1 123 123 WHITE PLAINS, N.Y. (HPN) 83.1 90.4
> 425 425
>
> PENSACOLA, FL. (PNS) 79.9 82.3 522 519 WICHITA, KS. (ICT) 86.9 93.9
> 512 512
>
> PEORIA, IL. (PIA) 96.8 93.5 62 62 WILMINGTON, N.C. (ILM) 78.5 90.3 186
> 186
>
> PETERSBURG, AK. (PSG) 72.6 79.0 62 62 WRANGELL, AK. (WRG) 74.2 77.4 62
> 62
>
> PHILADELPHIA, PA. (PHL) 75.8 77.7 9,830 9,832 YAKUTAT, AK. (YAK) 74.2
> 79.0 62 62
>
> PHOENIX, AZ. (PHX) 79.4 77.2 15,179 15,171
>
> PITTSBURGH, PA. (PIT) 81.6 80.5 8,635 8,627
>
> PORTLAND, ME. (PWM) 83.1 87.9 496 496
>
> PORTLAND, OR. (PDX) 81.5 87.9 4,949 4,946
>
> PROVIDENCE, R.I. (PVD) 82.8 85.6 2,021 2,020
>
> RALEIGH/DURHAM, N.C. (RDU) 79.7 85.5 3,204 3,204
>
> RAPID CITY, S.D. (RAP) 79.7 97.6 123 123
>
> RENO, NV. (RNO) 74.7 79.7 3,051 3,050
>
> RICHMOND, VA. (RIC) 80.4 85.9 1,479 1,478
>
> ROANOKE, VA. (ROA) 79.7 84.5 207 207
>
> ROCHESTER, MN. (RST) 87.6 95.7 185 186
>
> ROCHESTER, N.Y. (ROC) 77.2 85.6 1,229 1,226

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

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

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

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

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

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

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

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

**H** Carrier did not serve airport.

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

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

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

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

**V** Carrier reported data voluntarily.

**[APPENDIX]{.underline}**

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

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

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

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

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

OCTOBER

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

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

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

<table>
<colgroup>
<col style="width: 12%" />
<col style="width: 13%" />
<col style="width: 11%" />
<col style="width: 11%" />
<col style="width: 1%" />
<col style="width: 10%" />
<col style="width: 3%" />
<col style="width: 11%" />
<col style="width: 11%" />
<col style="width: 2%" />
<col style="width: 10%" />
</colgroup>
<tbody>
<tr class="odd">
<td></td>
<td></td>
<td><em><strong>TOTAL</strong></em></td>
<td></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
<td></td>
<td><em><strong>TOTAL</strong></em></td>
<td></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
</tr>
<tr class="even">
<td><em><strong>OCT. ‘99</strong></em></td>
<td></td>
<td><em><strong>BAGGAGE</strong></em></td>
<td><em><strong>ENPLANED</strong></em></td>
<td></td>
<td><em><strong>PER 1,000</strong></em></td>
<td></td>
<td><em><strong>BAGGAGE</strong></em></td>
<td><h4 id="enplaned">ENPLANED</h4></td>
<td></td>
<td><em><strong>PER 1,000</strong></em></td>
</tr>
<tr class="odd">
<td><em><strong>RANK</strong></em></td>
<td><h5 id="airline">AIRLINE</h5></td>
<td><em><strong>REPORTS</strong></em></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>PASSENGERS</strong></em></td>
</tr>
</tbody>
</table>

  ------ ------------------- -- ------------- ---------------- ---------- --- ------------- ---------------- ----------
  1      ***Continental***      10,803        3,115,157        **3.47**       11,945        2,980,018        **4.01**

  2      ***Alaska***           3,390         955,342          **3.55**       5,085         917,782          **5.54**

  3      ***Northwest***        14,879        4,024,741        **3.70**       17,042        3,739,381        **4.56**

  4      ***Southwest***        21,027        5,686,245        **3.70**       20,450        5,054,427        **4.05**

  5      ***TWA***              8,439         2,095,321        **4.03**       6,396         1,785,640        **3.58**

  6      ***US Airways***       20,692        4,786,119        **4.32**       17,451        4,875,167        **3.58**

  7      ***Delta***            37,228        8,562,732        **4.35**       30,228        8,125,011        **3.72**

  8      ***American***         25,036        5,719,915        **4.38**       23,162        5,361,050        **4.32**

  9      ***America West***     7,133         1,629,431        **4.38**       4,995         1,452,618        **3.44**

  10     ***United***           35,796        6,807,164        **5.26**       43,167        6,681,762        **6.46**

                                                                                                             

         **Total**              **184,423**   **43,382,167**   **4.25**       **179,921**   **40,972,856**   **4.39**
  ------ ------------------- -- ------------- ---------------- ---------- --- ------------- ---------------- ----------

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

***July-September***

***PASSENGERS DENIED BOARDING***

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

  --------------- -------------------------- -- --------------------------
                  ***JULY-SEPTEMBER 1999***     ***JULY-SEPTEMBER 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="july-sept.-99" class="heading">JULY-SEPT. ‘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    ***TWA***           15,958        63          6,605,087         **0.10**        8,429         1,129       6,054,643         **1.86**

                                                                                                                                   

  2    ***Northwest***     22,363        163         13,900,327        **0.12**        27,378        306         10,080,236        **0.30**

                                                                                                                                   

  3    ***US Airways***    19,015        350         13,495,129        **0.26**        18,389        226         14,730,549        **0.15**

                                                                                                                                   

  4    ***Continental***   13,936        290         10,202,941        **0.28**        15,365        115         10,002,893        **0.11**

                                                                                                                                   

  5    ***American***      57,242        713         19,267,801        **0.37**        52,881        717         19,275,699        **0.37**

                                                                                                                                   

  6    ***United***        38,689        1,210       21,843,465        **0.55**        37,195        1,164       21,963,437        **0.53**

                                                                                                                                   

  7    ***Delta***         43,651        1,567       25,855,692        **0.61**        55,767        2,667       26,968,275        **0.99**

                                                                                                                                   

  8    ***Alaska***        4,919         350         3,811,080         **0.92**        4,621         418         3,654,398         **1.14**

                                                                                                                                   

  9    ***Southwest***     18,919        2,369       17,020,885        **1.39**        20,577        2,708       15,483,831        **1.75**

                                                                                                                                   

  10   ***America West***  17,274        738         4,997,967         **1.48**        10,728        439         4,800,905         **0.91**

                                                                                                                                   

       **TOTAL**           **251,966**   **7,813**   **137,000,374**   **0.57**        **251,330**   **9,889**   **133,014,866**   **0.74**
  ---- ------------------- ------------- ----------- ----------------- ---------- ---- ------------- ----------- ----------------- ----------

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

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

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

***January-September***

***PASSENGERS DENIED BOARDING***

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

  --------------- -------------------------- -- --------------------------
                  ***JANUARY-SEPTEMBER          ***JANUARY-SEPTEMBER
                  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-sept-99" class="heading">JAN-SEPT ‘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***     68,573        772          38,374,040        **0.20**        98,147        1,117        34,100,676        **0.33**

                                                                                                                                     

  2    ***Continental***   46,975        839          29,496,569        **0.28**        54,513        375          28,524,460        **0.13**

                                                                                                                                     

  3    ***American***      192,119       2,278        54,433,093        **0.42**        163,872       2,312        55,607,904        **0.42**

                                                                                                                                     

  4    ***US Airways***    60,149        2,302        40,517,315        **0.57**        67,167        991          42,736,280        **0.23**

                                                                                                                                     

  5    ***United***        102,185       4,170        60,254,240        **0.69**        110,274       3,542        59,904,245        **0.59**

                                                                                                                                     

  6    ***TWA***           52,952        1,652        18,717,037        **0.88**        26,041        2,987        17,709,761        **1.69**

                                                                                                                                     

  7    ***Alaska***        17,928        1,018        10,312,660        **0.99**        19,532        1,459        9,820,451         **1.49**

                                                                                                                                     

  8    ***America West***  41,091        1,949        14,160,423        **1.38**        36,790        1,536        13,749,186        **1.12**

                                                                                                                                     

  9    ***Southwest***     59,775        6,816        48,558,809        **1.40**        60,802        8,136        44,204,904        **1.84**

                                                                                                                                     

  10   ***Delta***         143,707       15,230       76,926,030        **1.98**        189,886       9,639        77,610,171        **1.24**

                                                                                                                                     

       **TOTAL**           **785,454**   **37,026**   **391,750,216**   **0.95**        **827,024**   **32,094**   **383,968,038**   **0.84**
  ---- ------------------- ------------- ------------ ----------------- ---------- ---- ------------- ------------ ----------------- ----------

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

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

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

This section summarizes aviation consumer complaints filed with the
Department in writing, by telephone, 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

OCTOBER 1999 OCTOBER 1998

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 1325 129 8 58 645 48 1 50

FOREIGN AIRLINES 189 0 0 2 117 2 0 2

TRAVEL AGENTS 4 0 0 0 1 0 0 0

TOUR OPERATORS 46 0 0 7 21 0 0 0

MISCELLANEOUS\* 52 10 0 11 23 17 0 5

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

INDUSTRY TOTALS 1616 139 8 78 807 67 1 57

\*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 \*

OCTOBER 1999 OCTOBER 1998

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 548 1 221

DELAYS\...\...\...\.... 205 57

CANCELLATIONS\...\... 178 80

MISCONNECTIONS\..... 68 32

CUSTOMER SERVICE\...\..... 2 324 2 171

BAGGAGE\...\...\...\...\..... 3 261 3 116

RES/TKTG/BOARDING\...\.... 4 104 4 100

REFUNDS\...\...\...\...\..... 5 96 5 65

DISABILITY\...\...\...\..... 6 81 9 28

OTHER\...\...\...\...\...\.... 7 68 8 30

FREQUENT FLYER\..... 18 16

FARES\...\...\...\...\...\.... 8 62 7 34

OVERSALES\...\...\...\...\... 9 47 6 38

TOURS\...\...\...\...\...\.... 10 17 11 1

ADVERTISING\...\...\...\.... 11 8 10 3

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

COMPLAINT TOTAL 1616 807

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\*

OCTOBER 1999

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 5 0 2 2 1 3 0 0 0 0 2 15

ALASKA AIRLINES 6 0 1 0 1 3 2 1 0 0 0 14

AMERICA WEST AIRLINES 54 4 1 1 1 6 17 4 0 0 2 90

AMERICAN AIRLINES 68 10 14 15 10 25 44 9 2 0 4 201

AMERICAN EAGLE 6 1 0 0 0 3 4 2 0 0 1 17

AMERICAN TRANS AIR 6 0 0 0 0 4 1 1 0 0 1 13

ATLANTIC SOUTHEAST AIRLINES 2 0 0 0 0 1 2 0 0 0 1 6

BUSINESS EXPRESS 6 0 0 0 0 1 3 0 0 0 0 10

CONTINENTAL AIRLINES 20 3 1 3 4 23 28 11 0 0 4 97

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

DELTA AIR LINES 53 2 7 6 3 22 31 5 1 0 12 142

EASTWIND AIRLINES 3 0 3 0 16 0 0 0 0 0 0 22

HAWAIIAN AIRLINES 3 1 1 1 0 0 1 0 0 0 1 8

MIDWAY AIRLINES 4 0 0 0 1 1 0 1 0 0 0 7

NORTHWEST AIRLINES 54 4 7 5 3 17 33 5 1 0 3 132

RENO AIR 1 0 1 0 0 2 1 0 0 0 0 5

RYAN INTERNATIONAL AIRLINES 1 0 0 0 0 1 3 0 0 0 1 6

SKY TREK INT\'L AIR 2 0 0 0 0 0 1 0 0 0 2 5

SOUTHWEST AIRLINES 1 1 1 1 0 3 9 1 0 0 0 17

SPIRIT AIRLINES 16 0 0 2 2 3 8 2 0 0 1 34

TOWER AIR 10 0 1 0 0 5 3 0 0 0 1 20

TRANS STATES AIRLINES 4 1 2 0 0 0 3 0 0 0 0 10

TRANS WORLD AIRLINES 16 4 9 4 3 10 10 3 0 0 5 64

TRANS WORLD EXPRESS 4 1 0 0 0 0 0 0 0 0 0 5

UNITED AIRLINES 58 3 18 5 6 31 46 16 1 0 11 195

UNITED EXPRESS 4 0 0 0 1 3 0 0 0 0 0 8

US AIRWAYS 75 3 7 4 5 10 21 9 0 0 0 134

VANGUARD AIRLINES 2 1 3 2 0 2 3 0 0 0 0 13

OTHER U.S. AIRLINES 9 3 0 1 3 6 0 4 0 0 4 30

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

OCTOBER 1999 496 42 80 52 60 185 274 75 5 0 56 1325

\% OF TOTAL COMPLAINTS 37.4 3.2 6.0 3.9 4.5 14.0 20.7 5.7 0.4 0.0 4.2

OCTOBER 1998 189 29 69 25 47 87 150 24 3 0 22 645

\% OF TOTAL COMPLAINTS 29.3 4.5 10.7 3.9 7.3 13.5 23.3 3.7 0.5 0.0 3.4

\*EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY" COMPLAINTS ARE
LISTED AS A SEPARATE CATEGORY.

PREVIOUSLY, DISABILITY COMPLAINTS WERE INCLUDED IN THE
"RES/TKTG/BOARDING" CATEGORY. ALSO, COMPLAINTS ABOUT

"SMOKING" AND "CREDIT," WHICH FORMERLY WERE SEPARATE CATEGORIES, ARE NOW
INCLUDED IN THE "OTHER" CATEGORY.

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

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

TABLE 4

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S.AIRLINES

BY INCIDENT DATE

OCTOBER 1999

INCI- UN-

COMPS INCI- INCI- DENTS KNOWN

RECD DENTS DENTS IN ALL INCI-

U.S. AIRLINES IN IN IN PRIOR DENT

A L P H A B E T I C A L OCT OCT PERCENT SEP PERCENT MONTHS PERCENT DATE
PERCENT

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

AIRTRAN AIRWAYS 15 4 26.67 4 26.67 7 46.67 0 0.00

ALASKA AIRLINES 14 6 42.86 1 7.14 5 35.71 2 14.29

AMERICA WEST AIRLINES 90 35 38.89 29 32.22 20 22.22 6 6.67

AMERICAN AIRLINES 201 46 22.89 32 15.92 110 54.73 13 6.47

AMERICAN EAGLE 17 4 23.53 6 35.29 6 35.29 1 5.88

AMERICAN TRANS AIR 13 0 0.00 0 0.00 10 76.92 3 23.08

ATLANTIC SOUTHEAST AIRLINES 6 4 66.67 1 16.67 0 0.00 1 16.67

BUSINESS EXPRESS 10 4 40.00 5 50.00 1 10.00 0 0.00

CONTINENTAL AIRLINES 97 26 26.80 23 23.71 41 42.27 7 7.22

CONTINENTAL EXPRESS 5 2 40.00 0 0.00 3 60.00 0 0.00

DELTA AIR LINES 142 45 31.69 30 21.13 44 30.99 23 16.20

EASTWIND AIRLINES 22 0 0.00 9 40.91 9 40.91 4 18.18

HAWAIIAN AIRLINES 8 3 37.50 3 37.50 2 25.00 0 0.00

MIDWAY AIRLINES 7 3 42.86 0 0.00 4 57.14 0 0.00

NORTHWEST AIRLINES 132 48 36.36 27 20.45 49 37.12 8 6.06

RENO AIR 5 0 0.00 0 0.00 5 100.00 0 0.00

RYAN INTERNATIONAL AIRLINES 6 0 0.00 0 0.00 6 100.00 0 0.00

SKY TREK INT\'L AIR 5 0 0.00 1 20.00 4 80.00 0 0.00

SOUTHWEST AIRLINES 17 10 58.82 1 5.88 5 29.41 1 5.88

SPIRIT AIRLINES 34 9 26.47 3 8.82 21 61.76 1 2.94

TOWER AIR 20 7 35.00 1 5.00 12 60.00 0 0.00

TRANS STATES AIRLINES 10 0 0.00 4 40.00 6 60.00 0 0.00

TRANS WORLD AIRLINES 64 9 14.06 8 12.50 42 65.63 5 7.81

TRANS WORLD EXPRESS 5 1 20.00 1 20.00 2 40.00 1 20.00

UNITED AIRLINES 195 50 25.64 50 25.64 78 40.00 17 8.72

UNITED EXPRESS 8 1 12.50 2 25.00 3 37.50 2 25.00

US AIRWAYS 134 37 27.61 22 16.42 65 48.51 10 7.46

VANGUARD AIRLINES 13 2 15.38 5 38.46 6 46.15 0 0.00

OTHER U.S. AIRLINES 30 7 23.33 7 23.33 11 36.67 5 16.67

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

TOTALS 1325 363 27.40 275 20.75 577 43.55 110 8.30

PRIOR YEAR\'S TOTALS 645 132 20.47 158 24.50 354 54.88 1 0.16

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 \*

OCTOBER 1999

FLIGHT OVER- RES/TKTG/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

AEROCALIFORNIA 1 0 0 2 1 1 0 0 0 0 0 5

AIR ARUBA 2 0 0 0 0 1 0 0 1 0 1 5

AIR CANADA 1 0 1 1 1 2 5 1 0 0 0 12

AIR FRANCE 5 1 2 0 1 17 7 1 0 0 0 34

AIR JAMAICA 2 0 1 0 0 1 1 0 0 1 0 6

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

BRITISH AIRWAYS 6 1 5 1 1 14 5 0 1 0 2 36

KLM 5 0 1 0 0 5 2 0 0 0 0 13

LUFTHANSA 0 0 0 1 1 3 0 0 0 0 0 5

VIRGIN ATLANTIC 0 0 0 1 0 0 3 0 0 0 1 5

OTHER FOREIGN AIRLINES 12 2 7 2 5 22 8 2 0 0 2 62

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

TOTAL 35 5 17 8 10 67 33 4 2 1 6 189

TRAVEL AGENTS

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

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

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

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

TOUR OPERATORS

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

SUNJET INT\'L SALES 0 0 0 0 17 2 0 0 0 9 0 28

OTHER TOUR OPERATORS 1 0 2 0 4 2 3 0 0 6 0 18

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

TOTAL 1 0 2 0 21 4 3 0 0 15 0 46

MISCELLANEOUS\*\*

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

OTHER MISCELLANEOUS 15 0 5 1 4 5 13 0 1 1 5 52

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

TOTAL 15 0 5 1 4 5 13 2 1 1 5 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

####  OCTOBER

***Consumer Complaints: Rankings***

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

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

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

+-----+------+-------+---------+-------+---+------+---------+--------+
|     |      |       |         | *     |   |      |         | ***C   |
|     |      |       |         | **COM |   |      |         | OMPLAI |
|     |      |       |         | PLAIN |   |      |         | NTS*** |
|     |      |       |         | TS*** |   |      |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+
| ##  |      |       | **      | *     |   |      | **      | ***PER |
|  OC |      |       | *SYSTEM | **PER |   |      | *SYSTEM | 100,   |
| T.  |      |       | WIDE*** | 100,0 |   |      | WIDE*** | 000*** |
| '99 |      |       |         | 00*** |   |      |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+
| #   | *    | *     | ***E    | ***   |   | ***C | ***E    | ***ENP |
| # R | **AI | **COM | NPLANEM | ENPLA |   | OMPL | NPLANEM | LANEME |
| ANK | RLIN | PLAIN | ENTS*** | NEMEN |   | AINT | ENTS*** | NTS*** |
|     | E*** | TS*** |         | TS*** |   | S*** |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+

  ----- ------------------- ----------- ---------------- ---------- ----- --------- ---------------- ----------
  1     ***Southwest***     17          5,705,654        **0.30**         5         5,066,738        **0.10**

  2     ***Alaska***        14          1,061,213        **1.32**         7         1,026,667        **0.68**

  3     ***Delta***         142         8,922,401        **1.59**         68        8,728,047        **0.78**

  4     ***United***        195         7,625,921        **2.56**         94        7,564,297        **1.24**

  5     ***Continental***   97          3,780,531        **2.57**         56        3,519,599        **1.59**

  6     ***US Airways***    134         4,962,957        **2.70**         34        5,029,177        **0.68**

  7     ***Northwest***     132         4,840,360        **2.73**         60        4,456,107        **1.35**

  8     ***American***      201         7,160,841        **2.81**         99        6,754,501        **1.47**

  9     ***T W A***         64          2,195,962        **2.91**         25        1,872,939        **1.33**

  10    ***America West***  90          1,664,066        **5.41**         37        1,479,115        **2.50**

        **TOTAL**           **1,086**   **47,919,906**   **2.27**         **485**   **45,497,187**   **1.07**
  ----- ------------------- ----------- ---------------- ---------- ----- --------- ---------------- ----------

> 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"}