+---------------------------------+------------------------------------+
| ![](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: October 1999**                 |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays August 1999              |
|                           | >                                        |
|                           | > 12 Months Ending August 1999           |
|                           | >                                        |
|                           | > Mishandled Baggage August 1999         |
|                           | >                                        |
|                           | > Oversales 2nd Quarter 1999             |
|                           | >                                        |
|                           | > January-June 1999                      |
|                           | >                                        |
|                           | > Consumer Complaints August 1999        |
|                           | >                                        |
|                           | > Disability Complaints August 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="0.4486111111111111in"}

AUGUST 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 85.0 78 84.9

SOUTHWEST S/ 14 80.4 55 81.7

NORTHWEST S/ 29 81.0 115 81.3

AMERICAN S/ 29 78.3 93 78.4

DELTA S/ 29 77.7 114 78.0

CONTINENTAL S/ 28 75.1 77 75.6

UNITED S/ 29 71.6 100 71.8

US AIRWAYS S/ 25 70.1 89 69.0

ALASKA S/ 7 64.4 35 64.4

AMERICA WEST S/ 26 62.5 51 62.9

T O T A L 75.6 76.1

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.

AUGUST 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

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

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

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

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

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

ALASKA 74.8 (8) 67.1 (10) 69.6 (9) 72.5 (7) 74.2 (3) 72.6 (5) 64.4 (9)
70.3 (9) 77.4 (9)

AMERICA WEST 66.5 (9) 68.1 (9) 74.1 (7) 72.3 (8) 70.8 (5) 59.5 (10) 62.9
(10) 69.5 (10) 80.0 (2)

AMERICAN 80.0 (6) 79.8 (6) 70.4 (8) 66.5 (10) 64.7 (10) 70.7 (6) 78.4
(4) 73.4 (7) 79.4 (4)

CONTINENTAL 81.0 (5) 82.1 (4) 78.3 (2) 74.2 (5) 68.8 (7) 67.9 (8) 75.6
(6) 77.7 (4) 78.3 (6)

DELTA 83.6 (2) 82.6 (3) 77.0 (3) 76.9 (4) 72.3 (4) 74.1 (3) 78.0 (5)
79.0 (3) 77.5 (8)

NORTHWEST 58.6 (10) 83.3 (2) 75.2 (5) 79.3 (1) 75.1 (2) 73.8 (4) 81.3
(3) 75.5 (5) 79.8 (3)

SOUTHWEST 83.9 (1) 79.8 (5) 80.2 (1) 78.2 (2) 76.9 (1) 78.4 (1) 81.7 (2)
80.0 (1) 83.5 (1)

TWA 82.8 (3) 83.7 (1) 75.8 (4) 77.0 (3) 68.2 (8) 76.5 (2) 84.9 (1) 79.9
(2) 77.6 (7)

UNITED 76.0 (7) 76.7 (8) 74.6 (6) 71.3 (9) 68.9 (6) 69.5 (7) 71.8 (7)
74.0 (6) 76.6 (10)

US AIRWAYS 81.4 (4) 76.8 (7) 68.5 (10) 72.8 (6) 68.1 (9) 61.2 (9) 69.0
(8) 72.5 (8) 78.7 (5)

TOTAL 78.3 79.4 74.8 74.3 70.9 71.1 76.1 75.9 78.8

AUGUST 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 762 77.8 1427 75.2 248 72.6 216 78.7 93 75.3 1048 74.6 583 81.0

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

CO 694 72.2 805 70.1 324 75.0 133 78.9 27 85.2 684 74.9 399 70.4

DL 18699 76.2 2144 79.1 399 72.7 279 78.5 6179 82.0 1375 79.4 619 75.3

HP 155 45.8 276 55.1 150 46.0 H/ H/ 62 79.0 216 55.6

NW 549 72.9 646 72.3 398 72.6 212 77.8 27 70.4 607 77.3 309 75.7

TW 213 75.6 248 79.0 186 84.9 120 94.2 140 84.3 298 82.9 182 84.1

UA 637 75.0 1425 75.4 403 72.2 155 71.6 177 71.8 523 72.3 9484 78.1

US 795 59.2 2640 66.3 2350 69.7 8968 75.9 H/ 2597 75.4 245 79.2

WN H/ H/ 2660 80.1 H/ H/ H/ H/

TOTAL 22504 75.2 9611 72.6 7118 74.3 10083 76.2 6643 81.7 7194 76.3
12037 77.5

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 15001 85.4 464 71.8 966 64.2 589 74.4 1043 79.4 341 77.1 2208 74.8

AS H/ H/ H/ H/ H/ 257 54.5 794 64.5

CO 590 80.8 351 72.9 6626 68.8 8876 82.2 H/ 403 74.4 735 77.3

DL 3809 83.6 341 71.3 985 64.3 372 72.6 1016 72.4 806 81.6 1392 79.5

HP 186 46.2 124 49.2 279 44.4 154 47.4 217 57.1 2408 65.3 799 59.4

NW 448 80.4 10539 85.8 571 61.8 337 86.4 124 82.3 310 82.9 651 75.4

TW 297 86.9 248 78.2 186 72.6 124 84.7 1067 82.7 186 82.8 343 78.7

UA 606 74.4 341 72.4 984 63.8 425 71.5 570 81.1 1151 70.0 5467 71.9

US 297 68.7 421 64.1 392 59.7 293 70.0 H/ 132 68.2 474 68.1

WN H/ 580 81.6 H/ 204 85.8 H/ 4477 80.9 3578 77.3

TOTAL 21234 84.0 13409 82.9 10989 66.3 11374 80.5 4037 77.6 10471 75.1
16441 73.6

AUGUST 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 1576 71.4 671 73.6 3276 68.7 549 72.9 9268 76.7 222 82.4 700 67.1

AS H/ H/ H/ H/ H/ 1466 80.1 H/

CO 431 74.0 535 71.4 394 69.5 253 71.5 611 68.6 155 75.5 288 74.0

DL 2258 76.2 2918 80.7 465 66.9 371 63.6 834 70.0 617 81.2 701 70.8

HP 31 67.7 66 31.8 62 35.5 124 62.9 216 50.9 186 62.9 155 42.6

NW 602 70.1 500 74.0 266 61.3 10525 84.4 820 71.5 248 71.0 488 70.1

TW 213 75.6 326 83.7 221 80.5 289 81.7 386 73.1 155 81.9 177 83.6

UA 887 72.2 628 69.1 469 66.5 684 66.5 13303 73.8 1080 69.8 793 71.8

US 2347 64.5 1551 64.0 509 59.7 239 59.8 624 62.5 H/ 6458 66.3

WN H/ 1093 84.8 H/ H/ H/ 939 84.9 H/

TOTAL 8345 71.0 8288 75.4 5662 67.4 13034 81.4 26062 74.0 5068 77.9 9760
67.5

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 556 84.0 93 72.0 626 82.1 600 80.3 971 68.7 186 83.3 372 76.6 372
79.6

AS 248 46.4 H/ 372 65.3 4083 61.9 580 54.5 H/ H/ H/

CO 306 64.7 88 81.8 306 77.5 359 75.2 522 63.4 155 77.4 141 77.3 429
71.1

DL 710 76.5 279 76.0 495 82.6 644 74.1 773 63.3 4828 83.6 307 71.0 1032
73.6

HP 6517 68.0 H/ 310 55.8 215 50.2 341 44.3 137 67.9 93 65.6 62 43.5

NW 278 69.4 140 84.3 186 72.0 708 69.2 552 63.2 133 72.9 346 82.1 308
73.1

TW 211 82.0 173 83.2 155 84.5 186 73.7 248 64.9 120 75.0 10957 87.9 217
79.3

UA 992 70.4 208 68.3 960 69.3 1605 66.4 7390 60.8 465 74.8 274 70.8 314
74.2

US 207 66.2 7526 75.0 155 65.2 203 53.2 368 62.5 H/ 284 67.6 1169 61.1

WN 5063 79.5 H/ 2344 81.3 1118 80.3 435 64.6 1082 79.2 2631 82.9 1222
82.0

TOTAL 15088 72.8 8507 75.2 5909 76.4 9721 67.5 12180 61.3 7106 81.6
15405 85.4 5125 72.9

AUGUST 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 74.2 74.4 77.6 83.3 85.9 J/ 96.5 88.8 87.3 66.5 87.2 83.8
> 98.6 93.7 86.4 58.1
>
> 700 - 759 AM 91.7 80.4 93.2 88.9 87.2 86.9 91.8 93.7 91.4 72.2 94.4
> 77.4 94.9 91.9 78.5 95.2
>
> 800 - 859 AM 85.1 83.1 88.9 87.1 88.3 80.6 88.3 92.3 92.6 82.1 92.5
> 61.9 89.9 83.6 79.9 92.6
>
> 900 - 959 AM 85.0 81.2 89.8 76.5 85.3 83.5 85.8 90.0 89.0 88.4 89.1
> 83.9 85.0 86.3 78.8 89.9
>
> 1000 - 1059 AM 79.3 82.0 89.4 84.4 90.0 84.5 87.3 84.9 86.5 84.3 91.4
> 95.2 81.7 78.6 81.2 85.6
>
> 1100 - 1159 AM 83.7 78.0 85.4 83.9 84.7 85.8 82.8 85.5 85.2 84.9 87.3
> 86.3 84.1 72.6 81.7 82.1
>
> 1200 - 1259 PM 83.7 83.6 89.3 77.4 77.0 86.8 88.2 88.1 88.6 80.1 84.7
> 90.3 81.8 77.2 85.8 80.7
>
> 100 - 159 PM 79.9 80.9 77.8 78.2 81.5 82.1 82.2 83.9 89.6 79.1 85.5
> 83.9 80.6 70.7 78.2 79.5
>
> 200 - 259 PM 78.3 78.6 87.1 79.1 85.5 83.2 76.4 83.5 88.0 70.0 82.4
> 84.5 80.3 78.3 75.0 81.4
>
> 300 - 359 PM 76.3 77.4 71.6 72.3 83.5 74.0 75.7 86.2 78.7 64.7 77.5
> 82.7 68.6 70.2 77.1 79.9
>
> 400 - 459 PM 65.0 74.1 66.7 73.4 70.4 72.3 71.1 82.9 80.7 54.7 78.1
> 74.6 75.1 70.1 66.0 76.2
>
> 500 - 559 PM 68.2 64.6 61.1 76.6 79.7 71.3 68.6 84.4 78.2 62.6 73.4
> 78.6 66.4 71.1 63.9 67.9
>
> 600 - 659 PM 65.6 63.9 68.2 72.2 80.3 70.0 70.0 79.6 75.4 50.6 65.7
> 73.5 66.2 66.6 60.7 66.9
>
> 700 - 759 PM 68.4 57.8 59.3 64.5 73.1 66.7 68.4 80.7 79.2 52.7 75.7
> 70.9 67.4 66.5 55.7 59.0
>
> 800 - 859 PM 65.8 60.5 62.8 58.2 77.4 66.5 65.7 73.9 82.0 47.9 67.6
> 72.6 72.7 67.0 59.5 63.9
>
> 900 - 959 PM 63.6 65.7 62.9 65.6 75.4 63.2 64.3 79.5 73.3 58.3 71.1
> 76.1 68.3 67.1 62.4 72.2
>
> 1000 - 1059 PM 71.4 64.1 65.7 74.2 75.8 68.9 73.3 75.2 79.1 54.5 72.6
> 71.5 65.4 65.8 65.5 63.5
>
> 1100 - 559 AM 74.0 75.7 72.9 71.3 76.4 78.9 70.5 81.7 76.1 70.0 68.2
> 80.8 68.3 75.8 66.2 70.5
>
> TOTAL, ALL ARRIVALS,
>
> BY AIRPORT 75.2 72.6 74.3 76.2 81.7 76.3 77.5 84.0 82.9 66.3 80.5 77.6
> 75.1 73.6 71.0 75.4
>
> ARRIVAL AIRPORT
>
> SCHEDULED
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> ARRIVAL TIME MIA MSP ORD PDX PHL PHX PIT SAN SEA SFO SLC STL TPA TOTAL
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\--
>
> 600 - 659 AM 66.7 90.8 86.2 J/ 73.4 92.0 83.4 J/ 71.0 80.6 J/ 90.0
> 82.3 85.2
>
> 700 - 759 AM 93.5 90.1 86.9 93.0 83.5 86.6 86.1 92.4 94.0 92.9 91.1
> 92.3 100.0 89.5
>
> 800 - 859 AM 95.2 91.4 85.3 96.1 72.1 86.3 79.2 91.5 90.2 88.7 92.3
> 90.2 95.2 87.2
>
> 900 - 959 AM 82.0 84.1 84.4 94.5 74.7 76.2 87.5 89.8 88.8 70.8 90.3
> 92.0 89.6 84.8
>
> 1000 - 1059 AM 79.0 82.9 78.5 93.1 78.2 76.9 79.2 86.7 74.8 58.0 88.6
> 91.5 84.5 82.3
>
> 1100 - 1159 AM 83.6 81.1 75.0 82.5 79.8 77.7 80.3 80.6 66.9 64.7 88.3
> 94.1 80.7 80.7
>
> 1200 - 1259 PM 66.8 83.2 74.9 83.3 75.0 73.3 77.4 78.3 65.8 56.1 85.0
> 88.9 77.5 79.6
>
> 100 - 159 PM 71.6 83.0 76.9 71.3 81.0 72.7 76.9 78.0 66.1 56.2 78.4
> 86.0 80.3 78.6
>
> 200 - 259 PM 79.6 80.6 74.6 81.5 74.2 75.4 82.6 64.6 68.5 63.0 77.4
> 88.3 82.6 78.8
>
> 300 - 359 PM 60.9 79.7 73.9 79.1 71.3 69.6 80.6 82.1 65.8 54.2 80.5
> 89.2 71.3 74.8
>
> 400 - 459 PM 62.8 78.7 69.3 78.3 58.6 69.1 71.5 71.3 70.4 62.6 83.6
> 83.5 66.3 71.2
>
> 500 - 559 PM 54.9 79.8 68.3 75.1 61.0 64.9 63.2 77.4 57.3 62.1 75.8
> 77.6 69.8 70.8
>
> 600 - 659 PM 52.5 75.3 63.5 68.8 53.7 60.9 83.7 73.9 65.0 58.8 73.1
> 73.1 56.5 66.8
>
> 700 - 759 PM 59.7 76.1 66.4 72.5 62.3 62.8 64.7 65.5 59.7 57.1 78.4
> 81.5 57.9 68.8
>
> 800 - 859 PM 44.5 78.1 66.3 64.0 56.6 62.3 70.9 67.4 59.1 56.0 81.8
> 81.2 60.6 66.1
>
> 900 - 959 PM 61.2 77.9 66.3 71.8 63.5 72.7 69.4 74.2 63.1 49.9 75.2
> 77.3 63.9 69.2
>
> 1000 - 1059 PM 63.1 79.0 60.8 64.9 66.1 65.8 76.4 69.0 57.8 51.5 74.6
> 74.4 64.4 66.9
>
> 1100 - 559 AM 68.8 73.4 83.1 74.4 67.6 71.0 74.0 70.8 69.4 57.9 65.6
> 78.2 73.7 72.6
>
> TOTAL, ALL ARRIVALS,
>
> BY AIRPORT 67.4 81.4 74.0 77.9 67.5 72.8 75.2 76.4 67.5 61.3 81.6 85.4
> 72.9 75.6
>
> AUGUST 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 92.3 88.0 95.4 92.9 83.9 94.9 92.2 90.5 88.3 90.3 93.6
> 91.8 90.4 93.3 88.6 96.1
>
> 700 - 759 AM 89.5 85.5 90.1 86.0 92.6 90.4 87.3 92.9 86.1 86.6 90.6
> 89.8 88.8 89.2 85.6 95.1
>
> 800 - 859 AM 87.6 85.2 88.0 87.5 89.4 88.3 88.7 87.9 86.6 81.1 90.6
> 86.0 88.5 87.4 85.0 92.1
>
> 900 - 959 AM 85.2 87.3 82.2 84.7 90.0 89.2 88.4 88.0 85.7 81.3 90.1
> 92.3 79.1 80.9 79.3 90.6
>
> 1000 - 1059 AM 84.6 86.3 84.1 77.5 92.8 89.5 86.8 86.2 86.5 86.1 89.0
> 87.1 77.8 79.5 82.8 91.2
>
> 1100 - 1159 AM 77.5 85.1 82.5 78.4 93.0 89.1 87.1 80.9 84.2 84.8 90.7
> 91.8 79.0 72.7 84.1 88.9
>
> 1200 - 1259 PM 85.4 82.7 82.7 77.8 87.7 90.1 83.0 84.2 82.2 85.6 86.9
> 89.9 81.2 72.2 84.2 82.4
>
> 100 - 159 PM 83.8 86.8 68.0 77.7 96.8 88.0 80.3 87.3 83.0 82.9 87.0
> 92.6 74.6 75.2 85.3 86.5
>
> 200 - 259 PM 78.5 85.5 78.3 77.0 83.2 82.2 84.5 82.1 76.0 77.4 80.7
> 93.0 74.6 77.9 77.0 82.4
>
> 300 - 359 PM 76.6 74.9 72.6 69.8 83.6 83.0 79.7 82.5 77.7 74.3 78.5
> 87.1 75.6 69.1 76.5 79.5
>
> 400 - 459 PM 73.0 77.2 64.7 66.6 83.6 75.5 72.2 79.9 70.2 65.5 72.7
> 82.4 61.9 70.8 76.6 78.2
>
> 500 - 559 PM 68.5 70.3 59.1 70.4 74.2 78.3 73.7 79.1 78.5 56.1 74.6
> 78.1 58.9 68.6 69.2 69.1
>
> 600 - 659 PM 68.1 62.3 64.1 65.4 80.1 76.7 71.9 78.3 76.9 56.6 72.9
> 80.6 64.3 69.2 69.5 72.7
>
> 700 - 759 PM 69.0 64.0 53.1 65.0 80.6 73.4 73.4 82.7 72.6 58.7 73.7
> 75.1 63.9 62.1 66.6 76.8
>
> 800 - 859 PM 66.2 67.5 65.0 66.7 83.1 70.3 73.6 79.2 79.1 54.8 76.3
> 59.1 56.1 69.0 63.7 69.4
>
> 900 - 959 PM 72.7 85.7 59.2 57.8 72.7 76.2 75.5 90.3 81.8 49.0 76.7
> 83.9 64.8 70.3 70.6 68.4
>
> 1000 - 1059 PM 73.1 J/ 42.9 68.6 83.9 J/ 61.3 80.8 75.3 74.1 74.2 77.4
> 75.9 83.8 J/ 87.1
>
> 1100 - 559 AM 72.3 100.0 93.5 77.4 J/ J/ 91.2 85.2 91.2 87.3 74.2 74.5
> 65.7 83.7 J/ 100.0
>
> TOTAL, ALL DEPARTURES,
>
> BY AIRPORT 78.1 79.2 75.7 74.2 85.8 83.4 81.0 83.6 81.0 74.4 82.6 83.8
> 73.3 77.1 78.5 82.8
>
> DEPARTURE AIRPORT
>
> SCHEDULED
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> DEPARTURE TIME MIA MSP ORD PDX PHL PHX PIT SAN SEA SFO SLC STL TPA
> TOTAL
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\--
>
> 600 - 659 AM 85.6 95.3 91.5 92.6 89.2 92.7 89.6 94.1 92.7 87.8 92.7
> 95.0 95.5 91.5
>
> 700 - 759 AM 88.5 88.9 88.7 95.9 86.7 88.3 82.7 93.0 82.0 90.5 90.3
> 92.1 93.5 89.1
>
> 800 - 859 AM 80.6 85.6 88.4 87.8 80.6 82.6 80.9 85.3 83.1 89.9 92.1
> 88.5 89.0 86.9
>
> 900 - 959 AM 82.2 89.1 85.2 86.3 77.1 75.2 78.6 88.1 81.3 82.0 92.5
> 89.1 91.1 84.7
>
> 1000 - 1059 AM 91.4 86.3 83.2 87.6 77.9 76.1 82.2 81.0 83.1 76.4 87.7
> 89.0 86.2 84.2
>
> 1100 - 1159 AM 84.4 84.1 79.1 82.1 77.1 70.5 78.2 76.6 65.5 66.4 85.7
> 89.1 83.2 80.9
>
> 1200 - 1259 PM 81.0 78.6 81.4 79.7 80.9 71.2 82.6 80.3 59.0 64.4 85.4
> 83.6 82.6 80.4
>
> 100 - 159 PM 74.8 80.2 79.8 81.4 78.8 70.7 79.6 75.6 61.0 71.8 83.4
> 84.9 80.6 79.8
>
> 200 - 259 PM 74.8 80.0 76.6 72.2 74.8 63.8 78.2 64.5 62.4 62.8 84.7
> 83.9 76.7 77.8
>
> 300 - 359 PM 69.4 77.8 74.4 82.2 73.2 66.0 73.0 74.2 67.7 64.0 75.3
> 84.6 91.9 75.9
>
> 400 - 459 PM 63.7 81.4 72.5 74.7 66.7 70.5 74.8 78.1 58.7 62.2 80.2
> 83.5 72.9 73.1
>
> 500 - 559 PM 58.8 79.4 70.6 78.3 55.7 62.3 69.9 60.5 60.1 64.4 80.6
> 80.3 76.8 69.9
>
> 600 - 659 PM 67.5 80.8 69.7 71.8 59.1 60.6 73.1 69.9 59.8 67.3 72.4
> 75.8 69.9 70.8
>
> 700 - 759 PM 50.8 80.6 67.1 71.2 61.4 58.1 81.0 65.6 64.6 58.8 72.1
> 80.4 75.6 67.9
>
> 800 - 859 PM 62.4 78.5 70.6 70.9 66.7 59.9 68.2 67.7 61.9 58.5 81.6
> 76.1 65.4 71.0
>
> 900 - 959 PM J/ 76.9 68.7 72.8 59.6 60.1 66.1 77.7 54.6 62.8 75.5 78.7
> 56.3 70.8
>
> 1000 - 1059 PM J/ 79.5 75.1 90.3 J/ 74.4 73.6 87.3 77.7 72.4 83.3 76.7
> 85.5 77.0
>
> 1100 - 559 AM 83.9 93.5 100.0 92.5 93.5 91.4 90.3 98.4 78.5 74.0 87.5
> 79.2 96.8 76.5
>
> TOTAL, ALL DEPARTURES,
>
> BY AIRPORT 73.2 82.6 77.9 82.5 71.5 72.2 76.2 79.5 71.0 72.4 83.8 83.8
> 82.0 78.5

AUGUST 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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> HP 2612 PHX-ATL 1155 31 93.55 36 32
>
> UA 2277 PDX-SFO 2128 31 90.32 79 55
>
> UA 1698 LAS-SFO 1743 31 90.32 76 53
>
> HP 2850 SEA-PHX 1641 31 90.32 70 36
>
> AS 373 SFO-SEA 1513 31 90.32 56 38
>
> DL 410 SFO-ATL 1115 31 90.32 41 28
>
> AS 85 SEA-ANC 1215 31 90.32 33 29
>
> US 1192 CLT-IAD 1515 26 88.46 40 31
>
> US 111 PHL-SEA 1930 17 88.24 69 58
>
> AS 386 SEA-SFO 1232 31 87.10 49 35
>
> AS 766 SEA-PHX 1610 31 87.10 47 36
>
> US 510 CLE-PHL 1525 31 87.10 47 28
>
> US 1961 BOS-ATL 1200 15 86.67 19 19
>
> UA 2270 SFO-PDX 1933 31 83.87 77 49
>
> HP 2116 LAS-LAX 2337 31 83.87 61 38
>
> UA 930 LAS-SFO 0950 31 83.87 53 52
>
> WN 79 PHX-HOU 1525 31 83.87 37 30
>
> WN 1474 ABQ-PHX 1605 31 83.87 28 27
>
> US 2760 IAD-BDL 1945 22 81.82 51 39
>
> UA 654 ORD-EWR 1530 27 81.48 59 38
>
> US 2798 STL-IAD 1740 27 81.48 56 28
>
> WN 1702 HOU-MSY 2140 27 81.48 34 30
>
> US 1125 IAD-CLT 1700 26 80.77 43 24
>
> UA 2393 SEA-SFO 1828 31 80.65 86 59
>
> HP 2687 EWR-PHX 1740 31 80.65 64 35
>
> HP 2208 PHX-ABQ 1725 31 80.65 51 30
>
> HP 2613 PHX-ATL 1700 31 80.65 47 37
>
> HP 2767 PHX-SMF 1310 31 80.65 44 32
>
> AS 560 SEA-SAN 1744 31 80.65 43 36
>
> WN 79 HOU-MSY 2020 31 80.65 42 35
>
> HP 2561 PHX-MCO 1200 31 80.65 40 23
>
> WN 1702 LAS-HOU 1615 31 80.65 37 31
>
> AS 466 SEA-LAX 1855 31 80.65 36 26
>
> NW 999 DTW-MIA 1215 31 80.65 36 30
>
> AS 328 SEA-SMF 1841 31 80.65 31 24
>
> WN 1702 LAX-LAS 1500 31 80.65 30 24
>
> WN 1183 LAS-ABQ 1325 31 80.65 26 27

AUGUST 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

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

ALASKA 464 24 5.2

AMERICA WEST 594 27 4.5

US AIRWAYS 2078 37 1.8

UNITED 2245 20 0.9

SOUTHWEST 2496 19 0.8

CONTINENTAL 1185 5 0.4

DELTA 2530 8 0.3

AMERICAN 1920 4 0.2

NORTHWEST 1562 1 0.1

TWA 800 0 0.0

TOTAL 15874 145 0.9

> AUGUST 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) 78.4 87.5 88 88 ELMIRA, N.Y. (ELM) 82.0 89.2
> 111 111
>
> ALBANY, N.Y. (ALB) 69.6 81.7 997 994 ERIE, PA. (ERI) 77.2 86.8 114 114
>
> ALBUQUERQUE, N.M. (ABQ) 79.3 83.7 3,339 3,336 EUGENE, OR. (EUG) 70.4
> 74.7 186 186
>
> ALLENTOWN, PA. (ABE) 80.8 87.8 525 523 FAIRBANKS, AK. (FAI) 68.3 81.5
> 593 593
>
> AMARILLO, TX. (AMA) 77.5 87.9 413 413 FARGO, N.D. (FAR) 78.6 89.5 238
> 238
>
> ANCHORAGE, AK. (ANC) 67.5 77.8 2,367 2,367 FAYETTEVILLE, N.C. (FAY)
> 70.6 79.2 119 120
>
> ASHEVILLE, N.C. (AVL) 81.5 86.3 124 124 FLINT, MI. (FNT) 66.7 93.5 93
> 93
>
> ATLANTA, GA. (ATL) 75.2 78.1 22,504 22,541 FRESNO, CA. (FAT) 80.6 90.3
> 31 31
>
> AUGUSTA, GA. (AGS) 87.1 94.6 93 93 FT. LAUDERDALE, FL. (FLL) 68.4 79.3
> 3,718 3,714
>
> AUSTIN, TX. (AUS) 81.3 88.9 3,888 3,884 FT. MYERS, FL. (RSW) 73.7 86.1
> 952 953
>
> BAKERSFIELD, CA. (BFL) 83.9 93.5 31 31 FT. WAYNE, IN. (FWA) 74.2 77.4
> 31 31
>
> BALTIMORE, MD. (BWI) 74.3 75.7 7,118 7,118 GRAND FORKS, N.D. (GFK)
> 70.8 95.5 89 88
>
> BARROW, AK. (BRW) 64.8 65.9 88 88 GRAND RAPIDS, MI. (GRR) 78.6 89.0
> 756 755
>
> BATON ROUGE, LA. (BTR) 84.9 92.4 398 395 GREAT FALLS, MT. (GTF) 84.4
> 89.8 186 186
>
> BETHEL, AK. (BET) 71.6 68.2 88 88 GREEN BAY, WI. (GRB) 81.9 90.8 238
> 238
>
> BILLINGS, MT. (BIL) 75.4 87.1 248 248 GREENBRIER, W.V. (LWB) 61.5 76.9
> 13 13
>
> BINGHAMTON, N.Y. (BGM) 80.9 86.5 89 89 GREENSBORO/HIGH PT., N.C. (GSO)
> 70.5 81.1 1,282 1,281
>
> BIRMINGHAM, AL. (BHM) 80.2 85.1 1,768 1,763 GREENVILLE/SPARTBG., S.C.
> (GSP) 75.3 85.5 586 588
>
> BISMARCK, N.D. (BIS) 85.5 95.2 124 124 GULFPORT/BILOXI, MS. (GPT) 89.2
> 96.8 93 93
>
> BOISE, ID. (BOI) 82.0 82.1 1,008 1,008 GUSTAVUS, AK. (GST) 71.0 58.1
> 31 31
>
> BOSTON, MA. (BOS) 72.6 79.2 9,611 9,606 HARLINGEN, TX. (HRL) 81.4 86.9
> 360 359
>
> BOZEMAN, MT. (BZN) 67.1 90.2 164 164 HARRISBURG, PA. (MDT) 71.9 88.2
> 638 638
>
> BRISTOL, TN. (TRI) 67.9 83.0 112 112 HARTFORD, CT./SPGFLD, MA. (BDL)
> 77.5 84.3 2,723 2,730
>
> BUFFALO, N.Y. (BUF) 71.5 81.6 1,690 1,688 HELENA, MT. (HLN) 90.3 86.0
> 93 93
>
> BURBANK, CA. (BUR) 76.5 79.5 2,435 2,435 HONOLULU, OAHU, HI. (HNL)
> 66.8 90.8 964 965
>
> BURLINGTON, VT. (BTV) 64.5 80.4 245 245 HOUSTON, TX. (HOU) 83.4 80.6
> 5,013 5,015
>
> CEDAR RAPIDS/IOWA CTY,IA. (CID) 78.5 91.6 479 477 HOUSTON, TX. (IAH)
> 80.5 82.6 11,374 11,369
>
> CHARLESTON, S.C. (CHS) 68.8 79.2 599 597 HUNTSVILLE/DECATUR, AL. (HSV)
> 73.9 83.7 509 509
>
> CHARLESTON, W.V. (CRW) 75.0 89.3 112 112 INDIANAPOLIS, IN. (IND) 76.0
> 85.4 3,034 3,034
>
> CHARLOTTE, N.C. (CLT) 76.2 74.2 10,083 10,087 INDIO/PALM SPRINGS, CA.
> (PSP) 62.1 87.9 124 124
>
> CHATTANOOGA, TN. (CHA) 71.1 82.9 83 82 ISLIP/LONG IS., N.Y. (ISP) 80.2
> 86.1 620 620
>
> CHICAGO, IL. (MDW) 82.6 78.2 4,551 4,554 ITHACA, N.Y. (ITH) 78.4 89.2
> 111 111
>
> CHICAGO, IL. (ORD) 74.0 77.9 26,062 26,062 JACKSON/VICKSBURG, MS.
> (JAN) 85.6 88.7 789 795
>
> CINCINNATI, OH. (CVG) 81.7 85.8 6,643 6,635 JACKSON, WY. (JAC) 70.1
> 90.7 97 97
>
> CLEVELAND, OH. (CLE) 76.2 83.9 4,947 4,950 JACKSONVILLE, FL. (JAX)
> 71.8 82.7 1,963 1,959
>
> COLORADO SPRINGS, CO. (COS) 74.5 87.8 1,053 1,054 JUNEAU, AK. (JNU)
> 66.8 63.1 536 536
>
> COLUMBIA, S.C. (CAE) 70.9 80.0 405 404 KAHULUI, MAUI, HI. (OGG) 68.1
> 83.9 279 279
>
> COLUMBUS, OH. (CMH) 75.0 82.0 3,285 3,287 KALAMAZOO, MI. (AZO) 83.2
> 93.2 190 190
>
> CORDOVA, AK. (CDV) 56.5 62.9 62 62 KALISPELL, MT. (FCA) 83.3 87.6 132
> 153
>
> CORPUS CHRISTI, TX. (CRP) 75.3 85.9 263 262 KANSAS CITY, MO. (MCI)
> 81.3 86.2 5,251 5,248
>
> DALLAS/FT. WORTH, TX. (DAL) 84.8 82.6 4,250 4,253 KETCHIKAN, AK. (KTN)
> 63.7 66.1 248 248
>
> DALLAS/FT. WORTH, TX. (DFW) 84.0 83.6 21,234 21,229 KING SALMON, AK.
> (AKN) 59.1 70.5 44 44
>
> DAYTON, OH. (DAY) 76.1 88.5 925 925 KNOXVILLE, TN. (TYS) 78.2 86.3 556
> 560
>
> DAYTONA BEACH, FL. (DAB) 72.9 85.8 155 155 KODIAK, AK. (ADQ) 64.5 69.4
> 62 62
>
> DEADHORSE, AK. (SCC) 64.9 66.7 57 57 KONA, HAWAII., HI. (KOA) 61.3
> 90.3 62 62
>
> DENVER, CO. (DEN) 77.5 81.0 12,037 12,039 KOTZEBUE, AK. (OTZ) 68.0
> 72.0 75 75
>
> DES MOINES, IA. (DSM) 77.0 90.3 638 637 LA CROSSE, WI. (LSE) 77.8 80.8
> 27 26
>
> DETROIT, MI. (DTW) 82.9 81.0 13,409 13,409 LANSING, MI. (LAN) 79.6
> 92.3 181 181
>
> DILLINGHAM, AK. (DLG) 77.3 79.5 44 44 LAS VEGAS, NV. (LAS) 75.1 73.3
> 10,471 10,474
>
> DULUTH, MN. (DLH) 81.9 87.0 116 115 LEXINGTON/FRKFT, KY. (LEX) 72.9
> 82.5 306 302
>
> DUTCH HARBOR, AK. (DUT) 53.4 56.9 58 58 LIHUE, KAUAI, HI. (LIH) 77.1
> 82.9 35 35
>
> EL PASO, TX. (ELP) 79.7 85.9 2,169 2,169 LINCOLN, NE. (LNK) 83.7 89.3
> 270 271
>
> AUGUST 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.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> LITTLE ROCK, AR. (LIT) 84.5 90.9 1,103 1,102 ROCHESTER, N.Y. (ROC)
> 70.5 81.5 1,263 1,262
>
> LONG BEACH, CA. (LGB) 76.7 85.5 275 275 SACRAMENTO, CA. (SMF) 78.0
> 83.2 3,252 3,252
>
> LOS ANGELES, CA. (LAX) 73.6 77.1 16,441 16,435 SAGINAW, MI. (MBS) 74.1
> 87.4 309 310
>
> LOUISVILLE, KY. (SDF) 81.4 88.1 1,966 1,965 SALT LAKE CITY, UT. (SLC)
> 81.6 83.8 7,106 7,075
>
> LUBBOCK, TX. (LBB) 84.2 88.4 501 501 SAN ANTONIO, TX. (SAT) 81.9 88.6
> 3,304 3,302
>
> MADISON, WI. (MSN) 72.9 89.9 399 398 SAN DIEGO, CA. (SAN) 76.4 79.5
> 5,909 5,913
>
> MANCHESTER, N.H. (MHT) 71.9 76.0 1,116 1,114 SAN FRANCISCO, CA. (OAK)
> 78.9 79.9 4,815 4,811
>
> MEDFORD, OR. (MFR) 58.1 57.3 124 124 SAN FRANCISCO, CA. (SFO) 61.3
> 72.4 12,180 12,177
>
> MELBOURNE, FL. (MLB) 80.6 93.5 124 124 SAN JOSE, CA. (SJC) 78.0 83.9
> 4,625 4,623
>
> MEMPHIS, TN. (MEM) 87.2 88.4 4,315 4,318 SAN JUAN, P.R. (SJU) 72.7
> 83.4 1,816 1,816
>
> MIAMI, FL. (MIA) 67.4 73.2 5,662 5,664 SANTA BARBARA, CA. (SBA) 63.7
> 62.9 124 124
>
> MIDLAND/ODESSA, TX. (MAF) 84.0 88.8 556 554 SARASOTA/BRAD., FL. (SRQ)
> 71.2 88.5 375 374
>
> MILWAUKEE, WI. (MKE) 76.8 89.2 1,302 1,304 SAVANNAH, GA. (SAV) 68.8
> 81.3 433 434
>
> MINNEAPLS/ST.P, MN. (MSP) 81.4 82.6 13,034 13,036
> SCRANTON/WILKES-BARRE,PA. (AVP) 71.8 87.4 142 143
>
> MINOT, N.D. (MOT) 86.0 95.7 93 93 SEATTLE, WA. (SEA) 67.5 71.0 9,721
> 9,728
>
> MISSION/MCALLEN, TX. (MFE) 79.7 91.0 301 300 SHREVEPORT, LA. (SHV)
> 88.0 92.1 332 331
>
> MISSOULA, MT. (MSO) 84.9 91.4 186 185 SIOUX CITY, IA. (SUX) 75.8 93.5
> 62 62
>
> MOBILE,AL./PASCAGOULA,MS. (MOB) 82.1 87.3 369 370 SIOUX FALLS, S.D.
> (FSD) 81.9 93.6 310 311
>
> MOLINE, IL. (MLI) 88.7 96.0 177 176 SITKA, AK. (SIT) 69.7 82.6 155 155
>
> MONROE, LA. (MLU) 77.3 93.5 185 185 SOUTH BEND, IN. (SBN) 82.4 90.0
> 239 240
>
> MONTEREY, CA. (MRY) 80.6 80.6 62 62 SPOKANE, WA. (GEG) 74.9 79.4 1,238
> 1,233
>
> MONTGOMERY, AL. (MGM) 77.4 88.2 93 93 SPRINGFIELD, MO. (SGF) 86.5 98.3
> 178 177
>
> MYRTLE BEACH, S.C. (MYR) 70.4 80.1 196 196 ST. CROIX, V.I. (STX) 68.8
> 81.7 93 93
>
> NASHVILLE, TN. (BNA) 82.1 84.5 4,797 4,796 ST. LOUIS, MO. (STL) 85.4
> 83.8 15,405 15,414
>
> NEW ORLEANS, LA. (MSY) 77.6 85.6 4,199 4,201 ST. THOMAS, V.I. (STT)
> 66.7 83.2 204 202
>
> NEW YORK, N.Y. (JFK) 77.6 83.8 4,037 4,009 SYRACUSE, N.Y. (SYR) 73.5
> 85.9 941 944
>
> NEW YORK, N.Y. (LGA) 71.0 78.5 8,345 8,367 TALLAHASSEE, FL. (TLH) 74.7
> 79.6 186 186
>
> NEWARK, N.J. (EWR) 66.3 74.4 10,989 10,980 TAMPA, FL. (TPA) 72.9 82.0
> 5,125 5,123
>
> NEWBURGH, N.Y. (SWF) 71.8 91.9 124 124 TOLEDO, OH. (TOL) 71.6 80.7 88
> 88
>
> NOME, AK. (OME) 71.3 66.3 80 80 TRAVERSE CITY, MI. (TVC) 83.9 86.0 93
> 93
>
> NORFOLK/VA. BEACH, VA. (ORF) 72.1 81.3 1,381 1,382 TUCSON, AZ. (TUS)
> 71.7 81.1 1,645 1,647
>
> OKLAHOMA CITY, OK. (OKC) 82.1 90.0 1,729 1,726 TULSA, OK. (TUL) 80.2
> 86.4 1,626 1,622
>
> OMAHA, NE. (OMA) 75.3 84.7 1,511 1,508 VALPARAISO, FL. (VPS) 75.3 97.8
> 93 93
>
> ONTARIO, CA. (ONT) 75.7 79.6 3,028 3,030 WASHINGTON, D.C. (DCA) 76.3
> 83.4 7,194 7,218
>
> ORANGE COUNTY, CA. (SNA) 77.2 82.3 3,122 3,122 WASHINGTON, D.C. (IAD)
> 69.8 75.3 6,655 6,653
>
> ORLANDO, FL. (MCO) 75.4 82.8 8,288 8,293 WEST PALM BEACH, FL. (PBI)
> 71.3 84.4 1,713 1,713
>
> PASCO, WA. (PSC) 87.1 89.5 124 124 WHITE PLAINS, N.Y. (HPN) 67.4 80.0
> 429 430
>
> PENSACOLA, FL. (PNS) 76.4 86.3 518 517 WICHITA, KS. (ICT) 80.9 93.4
> 518 518
>
> PEORIA, IL. (PIA) 91.9 95.2 62 62 WILMINGTON, N.C. (ILM) 68.3 78.1 183
> 183
>
> PETERSBURG, AK. (PSG) 32.3 38.7 62 62 WRANGELL, AK. (WRG) 40.3 48.4 62
> 62
>
> PHILADELPHIA, PA. (PHL) 67.5 71.5 9,760 9,751 YAKUTAT, AK. (YAK) 58.1
> 61.3 62 62
>
> PHOENIX, AZ. (PHX) 72.8 72.2 15,088 15,088
>
> PITTSBURGH, PA. (PIT) 75.2 76.2 8,507 8,506
>
> PORTLAND, ME. (PWM) 79.1 87.1 526 526
>
> PORTLAND, OR. (PDX) 77.9 82.5 5,068 5,074
>
> PROVIDENCE, R.I. (PVD) 74.9 81.4 2,022 2,026
>
> RALEIGH/DURHAM, N.C. (RDU) 75.6 83.0 3,176 3,175
>
> RAPID CITY, S.D. (RAP) 88.8 92.0 125 125
>
> RENO, NV. (RNO) 78.7 81.4 2,387 2,384
>
> RICHMOND, VA. (RIC) 73.2 84.3 1,467 1,466
>
> ROANOKE, VA. (ROA) 72.2 84.9 205 205
>
> ROCHESTER, MN. (RST) 71.4 92.9 168 168

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

***AUGUST***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

  ----- ------------- ---------------------- --- ------------------------
                      ***AUGUST 1999***          ***AUGUST 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>AUGUST ‘99</strong></em></td>
<td></td>
<td><em><strong>BAGGAGE</strong></em></td>
<td><em><strong>ENPLANED</strong></em></td>
<td></td>
<td><em><strong>PER 1,000</strong></em></td>
<td></td>
<td><em><strong>BAGGAGE</strong></em></td>
<td><h4 id="enplaned">ENPLANED</h4></td>
<td></td>
<td><em><strong>PER 1,000</strong></em></td>
</tr>
<tr class="odd">
<td><em><strong>RANK</strong></em></td>
<td><h5 id="airline">AIRLINE</h5></td>
<td><em><strong>REPORTS</strong></em></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>PASSENGERS</strong></em></td>
</tr>
</tbody>
</table>

<table style="width:100%;">
<colgroup>
<col style="width: 8%" />
<col style="width: 11%" />
<col style="width: 2%" />
<col style="width: 10%" />
<col style="width: 12%" />
<col style="width: 12%" />
<col style="width: 5%" />
<col style="width: 10%" />
<col style="width: 12%" />
<col style="width: 12%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h5 id="northwest">Northwest</h5></td>
<td></td>
<td>18,115</td>
<td>4,406,494</td>
<td><strong>4.11</strong></td>
<td></td>
<td>29,120</td>
<td>3,779,656</td>
<td><strong>7.70</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><em><strong>Southwest</strong></em></td>
<td></td>
<td>24,157</td>
<td>5,870,225</td>
<td><strong>4.12</strong></td>
<td></td>
<td>24,477</td>
<td>5,353,567</td>
<td><strong>4.57</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>Alaska</strong></em></td>
<td></td>
<td>5,212</td>
<td>1,246,059</td>
<td><strong>4.18</strong></td>
<td></td>
<td>10,312</td>
<td>1,212,217</td>
<td><strong>8.51</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><em><strong>Continental</strong></em></td>
<td></td>
<td>13,603</td>
<td>3,198,993</td>
<td><strong>4.25</strong></td>
<td></td>
<td>13,431</td>
<td>3,184,206</td>
<td><strong>4.22</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>Delta</strong></em></td>
<td></td>
<td>41,689</td>
<td>8,925,104</td>
<td><strong>4.67</strong></td>
<td></td>
<td>35,553</td>
<td>8,723,889</td>
<td><strong>4.08</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><em><strong>TWA</strong></em></td>
<td></td>
<td>11,021</td>
<td>2,302,292</td>
<td><strong>4.79</strong></td>
<td></td>
<td>9,803</td>
<td>2,038,539</td>
<td><strong>4.81</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>America West</strong></em></td>
<td></td>
<td>8,517</td>
<td>1,663,500</td>
<td><strong>5.12</strong></td>
<td></td>
<td>7,191</td>
<td>1,578,565</td>
<td><strong>4.56</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><em><strong>American</strong></em></td>
<td></td>
<td>28,887</td>
<td>5,633,321</td>
<td><strong>5.13</strong></td>
<td></td>
<td>25,742</td>
<td>5,736,296</td>
<td><strong>4.49</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>US Airways</strong></em></td>
<td></td>
<td>24,844</td>
<td>4,715,186</td>
<td><strong>5.27</strong></td>
<td></td>
<td>20,908</td>
<td>5,007,453</td>
<td><strong>4.18</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><em><strong>United</strong></em></td>
<td></td>
<td>48,066</td>
<td>7,398,756</td>
<td><strong>6.50</strong></td>
<td></td>
<td>55,255</td>
<td>7,284,062</td>
<td><strong>7.59</strong></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td><strong>Total</strong></td>
<td></td>
<td><strong>224,111</strong></td>
<td><strong>45,359,930</strong></td>
<td><strong>4.94</strong></td>
<td></td>
<td><strong>231,792</strong></td>
<td><strong>43,898,450</strong></td>
<td><strong>5.28</strong></td>
</tr>
</tbody>
</table>

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

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

**[OVERSALES]{.underline}**

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

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

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

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

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

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

***April-June***

***PASSENGERS DENIED BOARDING***

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

  --------------- -------------------------- -- --------------------------
                  ***APRIL-JUNE 1999***         ***APRIL-JUNE 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="april-june-99" class="heading">APRIL-JUNE ‘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>

<table>
<colgroup>
<col style="width: 6%" />
<col style="width: 12%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 10%" />
<col style="width: 9%" />
<col style="width: 6%" />
<col style="width: 8%" />
<col style="width: 9%" />
<col style="width: 10%" />
<col style="width: 8%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h5 id="northwest-1">Northwest</h5></td>
<td>21,893</td>
<td>170</td>
<td>13,178,128</td>
<td><strong>0.13</strong></td>
<td></td>
<td>41,885</td>
<td>561</td>
<td>12,428,966</td>
<td><strong>0.45</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>2</td>
<td><em><strong>Continental</strong></em></td>
<td>10,910</td>
<td>262</td>
<td>10,002,084</td>
<td><strong>0.26</strong></td>
<td></td>
<td>20,361</td>
<td>120</td>
<td>9,844,051</td>
<td><strong>0.12</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>TWA</strong></em></td>
<td>22,110</td>
<td>180</td>
<td>6,601,625</td>
<td><strong>0.27</strong></td>
<td></td>
<td>16,855</td>
<td>1,840</td>
<td>6,212,721</td>
<td><strong>2.96</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>4</td>
<td><em><strong>American</strong></em></td>
<td>64,664</td>
<td>717</td>
<td>18,585,625</td>
<td><strong>0.39</strong></td>
<td></td>
<td>53,211</td>
<td>882</td>
<td>18,929,527</td>
<td><strong>0.47</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>United</strong></em></td>
<td>22,435</td>
<td>818</td>
<td>20,072,997</td>
<td><strong>0.41</strong></td>
<td></td>
<td>36,086</td>
<td>1,254</td>
<td>20,241,004</td>
<td><strong>0.62</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>6</td>
<td><em><strong>US Airways</strong></em></td>
<td>22,390</td>
<td>757</td>
<td>14,257,288</td>
<td><strong>0.53</strong></td>
<td></td>
<td>26,527</td>
<td>413</td>
<td>15,014,705</td>
<td><strong>0.28</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>America West</strong></em></td>
<td>12,115</td>
<td>541</td>
<td>4,794,724</td>
<td><strong>1.13</strong></td>
<td></td>
<td>11,844</td>
<td>571</td>
<td>4,686,468</td>
<td><strong>1.22</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>8</td>
<td><em><strong>Alaska</strong></em></td>
<td>5,590</td>
<td>435</td>
<td>3,437,651</td>
<td><strong>1.27</strong></td>
<td></td>
<td>6,585</td>
<td>523</td>
<td>3,315,925</td>
<td><strong>1.58</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>Southwest</strong></em></td>
<td>23,553</td>
<td>2,509</td>
<td>16,931,135</td>
<td><strong>1.48</strong></td>
<td></td>
<td>21,269</td>
<td>2,998</td>
<td>15,475,432</td>
<td><strong>1.94</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>10</td>
<td><em><strong>Delta</strong></em></td>
<td>45,221</td>
<td>5,519</td>
<td>26,604,835</td>
<td><strong>2.07</strong></td>
<td></td>
<td>69,429</td>
<td>4,236</td>
<td>26,704,309</td>
<td><strong>1.59</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td><p id="total" class="heading"> TOTAL</p></td>
<td><strong>250,881</strong></td>
<td><strong>11,908</strong></td>
<td><strong>134,466,092</strong></td>
<td><strong>0.89</strong></td>
<td></td>
<td><strong>304,052</strong></td>
<td><strong>13,398</strong></td>
<td><strong>132,853,108</strong></td>
<td><strong>1.01</strong></td>
</tr>
</tbody>
</table>

Note: Totals for April thru June 1998 are different from those
originally published to reflect a correction of the TWA data for that
time period.

\*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-June***

***PASSENGERS DENIED BOARDING***

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

  --------------- -------------------------- -- --------------------------
                  ***JANUARY-JUNE 1999***       ***JANUARY-JUNE 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-june-99" class="heading">JAN-JUNE ‘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>

<table>
<colgroup>
<col style="width: 6%" />
<col style="width: 12%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 10%" />
<col style="width: 9%" />
<col style="width: 6%" />
<col style="width: 8%" />
<col style="width: 9%" />
<col style="width: 10%" />
<col style="width: 8%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h5 id="northwest-2">Northwest</h5></td>
<td>46,210</td>
<td>609</td>
<td>24,473,713</td>
<td><strong>0.25</strong></td>
<td></td>
<td>70,769</td>
<td>811</td>
<td>24,020,440</td>
<td><strong>0.34</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>2</td>
<td><em><strong>Continental</strong></em></td>
<td>33,039</td>
<td>549</td>
<td>19,293,628</td>
<td><strong>0.28</strong></td>
<td></td>
<td>39,149</td>
<td>260</td>
<td>18,521,567</td>
<td><strong>0.14</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>American</strong></em></td>
<td>134,877</td>
<td>1,565</td>
<td>35,165,292</td>
<td><strong>0.45</strong></td>
<td></td>
<td>110,991</td>
<td>1,595</td>
<td>36,332,205</td>
<td><strong>0.44</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>4</td>
<td><em><strong>US Airways</strong></em></td>
<td>41,134</td>
<td>1,952</td>
<td>27,022,186</td>
<td><strong>0.72</strong></td>
<td></td>
<td>48,778</td>
<td>765</td>
<td>28,005,731</td>
<td><strong>0.27</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>United</strong></em></td>
<td>63,496</td>
<td>2,960</td>
<td>38,410,775</td>
<td><strong>0.77</strong></td>
<td></td>
<td>73,079</td>
<td>2,378</td>
<td>37,940,808</td>
<td><strong>0.63</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>6</td>
<td><em><strong>Alaska</strong></em></td>
<td>13,009</td>
<td>668</td>
<td>6,501,580</td>
<td><strong>1.03</strong></td>
<td></td>
<td>14,911</td>
<td>1,041</td>
<td>6,166,053</td>
<td><strong>1.69</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>TWA</strong></em></td>
<td>36,994</td>
<td>1,589</td>
<td>12,111,950</td>
<td><strong>1.31</strong></td>
<td></td>
<td>36,362</td>
<td>4,216</td>
<td>11,655,208</td>
<td><strong>3.62</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>8</td>
<td><em><strong>America West</strong></em></td>
<td>23,817</td>
<td>1,211</td>
<td>9,162,456</td>
<td><strong>1.32</strong></td>
<td></td>
<td>26,062</td>
<td>1,097</td>
<td>8,948,281</td>
<td><strong>1.23</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>Southwest</strong></em></td>
<td>40,856</td>
<td>4,447</td>
<td>31,537,924</td>
<td><strong>1.41</strong></td>
<td></td>
<td>40,225</td>
<td>5,428</td>
<td>28,721,073</td>
<td><strong>1.89</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>10</td>
<td><em><strong>Delta</strong></em></td>
<td>100,056</td>
<td>13,663</td>
<td>51,070,338</td>
<td><strong>2.68</strong></td>
<td></td>
<td>134,119</td>
<td>6,972</td>
<td>50,641,896</td>
<td><strong>1.38</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td><strong>TOTAL</strong></td>
<td><strong>533,488</strong></td>
<td><strong>29,213</strong></td>
<td><strong>254,749,842</strong></td>
<td><strong>1.15</strong></td>
<td></td>
<td><strong>594,445</strong></td>
<td><strong>24,563</strong></td>
<td><strong>250,953,262</strong></td>
<td><strong>0.98</strong></td>
</tr>
</tbody>
</table>

Note: Totals for January thru June 1998 are different from those
originally published to reflect a correction of the TWA data for that
time period.

\*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

AUGUST 1999 AUGUST 1998

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 1983 140 12 80 968 29 0 64

FOREIGN AIRLINES 177 3 1 1 107 0 0 3

TRAVEL AGENTS 3 0 0 1 8 0 0 1

TOUR OPERATORS 152 0 0 0 28 1 0 2

MISCELLANEOUS\* 32 8 0 6 18 6 0 11

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

INDUSTRY TOTALS 2347 151 13 88 1129 36 0 81

\*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 \*

AUGUST 1999 AUGUST 1998

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 813 1 352

DELAYS\...\...\...\.... 289 83

CANCELLATIONS\...\... 304 132

MISCONNECTIONS\..... 100 34

CUSTOMER SERVICE\...\..... 2 521 2 245

BAGGAGE\...\...\...\...\..... 3 275 3 164

REFUNDS\...\...\...\...\..... 4 181 5 70

RES/TKTG/BOARDING\...\.... 5 173 4 115

OTHER\...\...\...\...\...\.... 6 108 6 54

FREQUENT FLYER\..... 44 22

DISABILITY\...\...\... 7 90 7 48

OVERSALES\...\...\...\...\... 8 74 8 46

FARES\...\...\...\...\...\.... 9 52 9 28

TOURS\...\...\...\...\...\.... 10 52 10 6

ADVERTISING\...\...\...\.... 11 8 11 1

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

COMPLAINT TOTAL 2347 1129

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\*

AUGUST 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

ACCESS AIR 3 0 0 0 1 0 1 0 0 0 1 6

AIRTRAN AIRWAYS 12 2 0 1 1 7 7 0 0 0 1 31

ALASKA AIRLINES 5 1 2 0 0 4 9 1 0 0 2 24

AMERICA WEST AIRLINES 30 0 8 3 4 6 23 3 0 0 3 80

AMERICAN AIRLINES 132 9 25 8 11 44 78 17 1 0 12 337

AMERICAN EAGLE 13 1 1 0 0 5 9 0 0 0 0 29

AMERICAN TRANS AIR 10 1 0 1 1 3 7 2 0 0 0 25

BUSINESS EXPRESS 2 1 1 0 0 3 2 0 0 0 0 9

COMAIR 5 1 1 0 0 2 1 0 1 0 0 11

CONTINENTAL AIRLINES 46 7 14 5 3 17 45 4 0 0 9 150

CONTINENTAL EXPRESS 3 0 0 0 0 1 1 0 0 0 1 6

DELTA AIR LINES 94 9 20 10 6 28 53 9 2 0 14 245

EASTWIND AIRLINES 7 0 2 1 6 2 1 0 0 0 2 21

FRONTIER AIRLINES 2 0 2 0 3 1 2 0 0 0 0 10

HAWAIIAN AIRLINES 4 0 0 0 0 0 4 0 0 0 0 8

HORIZON AIRLINES 1 2 0 0 1 0 1 0 0 0 1 6

KIWI AIRLINES 0 0 1 0 9 3 0 0 0 0 0 13

NORTHWEST AIRLINES 61 5 8 7 6 14 35 11 1 0 5 153

RENO AIR 3 0 2 0 3 3 6 1 0 0 1 19

SKY TREK INT\'L AIR 1 0 0 0 0 4 1 0 0 0 0 6

SOUTHWEST AIRLINES 3 2 7 4 1 4 12 1 0 0 1 35

SPIRIT AIRLINES 19 0 2 0 1 3 7 1 0 0 2 35

SUN COUNTRY AIRLINES 2 0 0 0 2 1 1 0 0 0 1 7

TOWER AIR 12 1 5 1 0 7 12 2 0 0 4 44

TRANS WORLD AIRLINES 31 10 17 1 8 6 23 5 0 0 11 112

UNITED AIRLINES 126 5 19 4 8 25 71 13 1 0 16 288

UNITED EXPRESS 7 2 0 0 0 1 1 0 0 0 1 12

US AIRWAYS 108 3 9 0 5 20 45 13 0 0 7 210

VANGUARD AIRLINES 1 0 2 0 0 0 4 0 0 0 0 7

OTHER U.S. AIRLINES 19 1 1 0 1 4 10 4 0 1 3 44

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

AUGUST 1999 762 63 149 46 81 218 472 87 6 1 98 1983

\% OF TOTAL COMPLAINTS 38.4 3.2 7.5 2.3 4.1 11.0 23.8 4.4 0.3 0.1 4.9

AUGUST 1998 321 36 88 25 58 125 219 48 0 2 45 968

\% OF TOTAL COMPLAINTS 33.2 3.7 9.1 2.6 6.0 12.9 22.6 5.0 0.0 0.2 4.6

\*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

AUGUST 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 AUG. AUG. PERCENT JULY PERCENT MONTHS PERCENT
DATE PERCENT

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

ACCESS AIR 6 0 0.00 2 33.33 4 66.67 0 0.00

AIRTRAN AIRWAYS 31 9 29.03 11 35.48 8 25.81 3 9.68

ALASKA AIRLINES 24 8 33.33 5 20.83 10 41.67 1 4.17

AMERICA WEST AIRLINES 80 20 25.00 33 41.25 23 28.75 4 5.00

AMERICAN AIRLINES 337 50 14.84 150 44.51 129 38.28 8 2.37

AMERICAN EAGLE 29 3 10.34 14 48.28 12 41.38 0 0.00

AMERICAN TRANS AIR 25 3 12.00 13 52.00 7 28.00 2 8.00

BUSINESS EXPRESS 9 0 0.00 4 44.44 0 0.00 5 55.56

COMAIR 11 1 9.09 8 72.73 0 0.00 2 18.18

CONTINENTAL AIRLINES 150 20 13.33 68 45.33 53 35.33 9 6.00

CONTINENTAL EXPRESS 6 3 50.00 3 50.00 0 0.00 0 0.00

DELTA AIR LINES 245 42 17.14 100 40.82 84 34.29 19 7.76

EASTWIND AIRLINES 21 2 9.52 9 42.86 8 38.10 2 9.52

FRONTIER AIRLINES 10 2 20.00 2 20.00 4 40.00 2 20.00

HAWAIIAN AIRLINES 8 2 25.00 1 12.50 5 62.50 0 0.00

HORIZON AIRLINES 6 0 0.00 6 100.00 0 0.00 0 0.00

KIWI AIRLINES 13 0 0.00 1 7.69 10 76.92 2 15.38

NORTHWEST AIRLINES 153 20 13.07 83 54.25 48 31.37 2 1.31

RENO AIR 19 5 26.32 7 36.84 4 21.05 3 15.79

SKY TREK INT\'L AIR 6 2 33.33 0 0.00 4 66.67 0 0.00

SOUTHWEST AIRLINES 35 8 22.86 12 34.29 13 37.14 2 5.71

SPIRIT AIRLINES 35 6 17.14 13 37.14 14 40.00 2 5.71

SUN COUNTRY AIRLINES 7 1 14.29 0 0.00 5 71.43 1 14.29

TOWER AIR 44 14 31.82 19 43.18 8 18.18 3 6.82

TRANS WORLD AIRLINES 112 22 19.64 43 38.39 43 38.39 4 3.57

UNITED AIRLINES 288 60 20.83 110 38.19 109 37.85 9 3.13

UNITED EXPRESS 12 2 16.67 4 33.33 6 50.00 0 0.00

US AIRWAYS 210 51 24.29 97 46.19 49 23.33 13 6.19

VANGUARD AIRLINES 7 1 14.29 4 57.14 2 28.57 0 0.00

OTHER U.S. AIRLINES 44 13 29.55 14 31.82 7 15.91 10 22.73

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

TOTALS 1983 370 18.66 836 42.16 669 33.74 108 5.45

PRIOR YEAR\'S TOTALS 968 118 12.19 268 27.69 573 59.19 9 0.93

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\*

AUGUST 1999

FLIGHT OVER- RES/TKTG/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

AIR CANADA 3 0 0 0 1 0 7 0 0 0 2 13

AIR FRANCE 4 2 3 0 1 10 5 0 0 0 0 25

ALITALIA AIRLINES 1 1 0 0 0 3 2 0 0 0 0 7

BRITISH AIRWAYS 3 2 0 1 0 7 6 0 0 0 1 20

EL AL ISRAEL 3 0 0 0 1 0 1 0 0 0 0 5

IBERIA AIRLINES 2 0 1 0 1 0 1 0 0 0 1 6

KLM 1 1 1 0 1 8 5 0 0 0 0 17

KOREAN AIR LINES 0 0 2 1 1 1 1 0 0 0 1 7

LUFTHANSA 0 0 1 1 0 2 2 1 0 0 0 7

TACA AIRLINES 1 1 0 0 0 5 1 0 0 0 0 8

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

OTHER FOREIGN AIRLINES 18 2 5 0 7 12 10 2 0 0 1 57

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

TOTAL 38 9 14 3 13 50 41 3 0 0 6 177

TRAVEL AGENTS

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

OTHER TRAVEL AGENTS 0 0 0 0 1 0 2 0 0 0 0 3

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

TOTAL 0 0 0 0 1 0 2 0 0 0 0 3

TOUR OPERATORS

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

MYRTLE BEACH JET EXPRESS 0 0 0 0 8 0 0 0 0 5 0 13

SUNJET INT\'L SALES 6 2 0 0 76 2 0 0 0 44 0 130

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

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

TOTAL 7 2 3 0 84 2 3 0 0 50 1 152

MISCELLANEOUS\*\*

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

OTHER MISCELLANEOUS 6 0 7 3 2 5 3 0 2 1 3 32

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

TOTAL 6 0 7 3 2 5 3 0 2 1 3 32

\*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

####  AUGUST

***Consumer Complaints: Rankings***

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

  ----- --------- ------------------------- --- --------------------------
                  ***AUGUST 1999***             ***AUGUST 1998***

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

+-----+------+-------+---------+-------+---+------+---------+--------+
|     |      |       |         | *     |   |      |         | ***C   |
|     |      |       |         | **COM |   |      |         | OMPLAI |
|     |      |       |         | PLAIN |   |      |         | NTS*** |
|     |      |       |         | TS*** |   |      |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+
| ##  |      |       | **      | *     |   |      | **      | ***PER |
|  AU |      |       | *SYSTEM | **PER |   |      | *SYSTEM | 100,   |
| G.  |      |       | 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***     35          5,892,342        **0.59**         24        5,366,849        **0.45**

  2     ***Alaska***        24          1,381,968        **1.74**         6         1,343,341        **0.45**

  3     ***Delta***         245         9,346,134        **2.62**         94        9,393,400        **1.00**

  4     ***Northwest***     153         5,364,963        **2.85**         188       4,608,047        **4.08**

  5     ***United***        288         8,278,123        **3.48**         131       8,293,028        **1.58**

  6     ***Continental***   150         3,994,349        **3.76**         76        3,854,851        **1.97**

  7     ***US Airways***    210         4,893,731        **4.29**         62        5,179,350        **1.20**

  8     ***American***      337         7,383,999        **4.56**         86        7,421,701        **1.16**

  9     ***T W A***         112         2,417,042        **4.63**         43        2,158,505        **1.99**

  10    ***America West***  80          1,693,224        **4.72**         58        1,608,302        **3.61**

        **TOTAL**           **1,634**   **50,645,875**   **3.23**         **768**   **49,227,374**   **1.56**
  ----- ------------------- ----------- ---------------- ---------- ----- --------- ---------------- ----------

> 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.

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