+---------------------------------+------------------------------------+
| ![](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: March 1999**                   |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays January 1999             |
|                           | >                                        |
|                           | > Mishandled Baggage January 1999        |
|                           | >                                        |
|                           | > Oversales 4th Quarter 1998             |
|                           | >                                        |
|                           | > January-December 1998                  |
|                           | >                                        |
|                           | > Consumer Complaints January 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. If you are interested in obtaining a single copy, write to the
Office of Aviation Enforcement and Proceedings, U.S. Department of
Transportation, 400 7th Street, S.W., C-75/Room 4107, Washington, DC
20590. The report is also available via the Internet at
*http://www.dot.gov/airconsumer/.*

![](media/image5.wmf)

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

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

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

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

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

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

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

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

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

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

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

![](media/image6.wmf){width="1.3027777777777778in"
height="0.4486111111111111in"}

JANUARY 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/

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

SOUTHWEST S/ 14 75.8 53 76.7

CONTINENTAL S/ 28 71.5 80 72.0

DELTA S/ 29 70.6 116 71.4

AMERICA WEST S/ 26 68.0 50 68.3

AMERICAN S/ 29 66.7 97 67.1

ALASKA S/ 7 67.4 34 66.5

UNITED S/ 29 66.3 103 66.5

NORTHWEST S/ 29 62.4 116 62.7

TWA S/ 29 59.7 72 60.0

US AIRWAYS S/ 25 58.7 87 58.2

T O T A L 66.7 67.7

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

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

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

JANUARY 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

1ST QUARTER 2ND QUARTER 3RD QUARTER 4TH QUARTER 12 MONTHS DATA BASE TO
DATE

CARRIER JAN-MAR 98 APR-JUN 98 JUL-SEP 98 OCT-DEC 98 NOV 98 DEC 98 JAN 99
FEB98-JAN99 SEP 87-JAN 99

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

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

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

ALASKA 70.7 (9) 75.2 (5) 74.8 (8) 67.1 (10) 70.7 (10) 54.2 (10) 66.5 (6)
71.8 (8) 77.8 (7)

AMERICA WEST 67.9 (10) 71.5 (8) 66.5 (9) 68.1 (9) 73.3 (9) 61.8 (8) 68.3
(4) 68.1 (10) 80.6 (2)

AMERICAN 79.6 (2) 81.0 (2) 80.0 (6) 79.8 (6) 83.8 (5) 78.3 (2) 67.1 (5)
79.1 (3) 79.9 (3)

CONTINENTAL 72.0 (7) 73.8 (6) 81.0 (5) 82.1 (4) 82.2 (7) 80.2 (1) 72.0
(2) 77.3 (4) 78.5 (6)

DELTA 75.0 (4) 77.3 (3) 83.6 (2) 82.6 (3) 84.8 (4) 76.6 (4) 71.4 (3)
79.3 (2) 77.5 (8)

NORTHWEST 73.6 (6) 67.2 (10) 58.6 (10) 83.3 (2) 86.0 (2) 78.1 (3) 62.7
(8) 70.1 (9) 79.8 (4)

SOUTHWEST 77.0 (3) 82.5 (1) 83.9 (1) 79.8 (5) 83.6 (6) 74.6 (6) 76.7 (1)
80.6 (1) 83.8 (1)

TWA 73.9 (5) 72.8 (7) 82.8 (3) 83.7 (1) 87.7 (1) 75.7 (5) 60.0 (9) 77.2
(5) 77.4 (9)

UNITED 71.6 (8) 70.7 (9) 76.0 (7) 76.7 (8) 80.7 (8) 72.7 (7) 66.5 (7)
73.6 (7) 76.8 (10)

US AIRWAYS 81.5 (1) 75.8 (4) 81.4 (4) 76.8 (7) 85.7 (3) 61.7 (9) 58.2
(10) 77.0 (6) 79.0 (5)

TOTAL 75.4 75.7 78.3 79.4 83.3 73.2 67.7 76.6 79.0

JANUARY 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 747 65.2 1338 61.0 216 79.2 181 70.7 93 69.9 948 67.7 574 69.2

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

CO 761 67.0 803 65.9 305 75.7 109 76.1 25 52.0 620 71.3 392 67.6

DL 18561 69.1 2039 68.9 393 65.1 279 80.6 6168 71.0 1207 72.4 587 67.5

HP 124 51.6 265 62.3 147 60.5 H/ H/ 60 73.3 217 69.6

NW 543 56.9 490 58.4 341 59.8 201 55.2 57 50.9 557 62.3 310 56.1

TW 204 54.9 212 50.0 185 57.8 118 60.2 119 59.7 288 65.3 177 58.2

UA 511 63.2 1110 65.1 394 70.6 153 63.4 168 58.9 492 65.7 8823 75.8

US 534 45.7 2317 53.4 2334 60.8 9267 67.9 H/ 2639 61.1 217 58.1

WN H/ H/ 2218 77.5 H/ H/ H/ H/

TOTAL 21985 67.7 8574 61.4 6533 68.5 10308 68.0 6630 70.3 6811 65.7
11297 73.5

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 14193 76.2 430 58.4 1004 55.2 641 67.7 908 70.0 330 63.6 2027 67.7

AS H/ H/ H/ H/ 358 75.1 786 67.8

CO 538 72.3 316 73.4 6121 63.6 8485 81.4 H/ 371 63.3 671 70.5

DL 3867 79.6 341 59.5 826 61.6 342 75.7 934 74.3 773 75.4 1392 72.2

HP 200 70.5 124 71.0 273 50.2 155 68.4 188 65.4 2313 67.3 770 72.7

NW 466 63.3 10013 61.3 527 52.8 6 66.7 87 52.9 279 51.6 469 54.6

TW 311 59.2 242 55.4 179 48.0 119 62.2 949 64.6 186 57.0 318 62.6

UA 568 64.4 328 64.3 984 63.7 380 65.0 559 79.8 1181 73.8 5115 73.1

US 315 55.9 421 48.0 421 55.6 317 54.6 H/ 122 50.8 436 57.3

WN H/ 557 61.2 H/ 188 87.2 H/ 4202 78.5 3427 77.9

TOTAL 20458 75.5 12772 61.0 10335 61.1 10633 78.7 3625 70.6 10115 72.5
15411 71.8

JANUARY 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 1646 59.5 584 70.9 3183 73.6 496 57.5 8808 54.0 187 67.4 674 60.1

AS H/ H/ H/ H/ H/ 1451 71.1 H/

CO 450 74.7 601 72.4 378 74.3 196 70.9 641 51.8 93 61.3 281 73.0

DL 2200 68.6 3082 72.8 465 72.3 342 61.4 857 51.7 647 67.5 515 67.2

HP 31 54.8 62 45.2 62 67.7 123 68.3 241 51.5 184 60.3 152 65.1

NW 539 53.1 477 55.3 354 58.5 9009 70.8 780 50.6 131 57.3 472 57.0

TW 303 64.4 337 62.6 222 60.8 281 60.1 376 46.0 95 56.8 174 59.2

UA 702 62.5 507 71.6 482 73.7 620 61.3 12218 56.9 948 68.1 752 68.1

US 2085 58.5 1591 55.1 425 58.4 228 49.6 617 45.5 H/ 6606 55.0

WN H/ 1019 76.1 H/ H/ H/ 906 82.7 H/

TOTAL 7956 62.6 8260 67.9 5571 70.8 11295 68.7 24538 54.8 4642 70.8 9626
57.9

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 590 65.4 93 76.3 546 66.1 372 64.5 907 56.6 186 66.7 332 50.3 342
67.3

AS 323 66.6 H/ 341 74.5 3323 64.8 543 63.4 H/ H/ H/

CO 334 66.5 88 81.8 213 67.1 191 59.2 451 53.0 139 62.6 169 63.9 452
73.0

DL 707 73.4 279 67.4 465 67.3 555 65.9 744 53.9 4787 77.0 217 59.9 941
70.6

HP 6185 72.2 297 58.6 216 56.5 342 54.1 146 61.0 76 59.2 31 64.5

NW 324 54.0 130 59.2 190 54.7 417 50.6 368 55.2 128 53.1 475 53.1 380
58.4

TW 210 61.0 169 53.3 152 65.1 191 50.8 186 53.8 102 51.0 10372 60.3 244
62.3

UA 1051 76.8 178 57.9 915 65.5 1346 62.0 6909 64.0 451 69.4 286 53.8 288
64.9

US 206 55.8 7763 58.1 124 49.2 155 40.6 322 53.1 H/ 205 47.3 1177 48.5

WN 4891 78.6 H/ 2253 75.2 959 75.7 435 59.5 1060 80.9 2535 62.4 1068
75.9

TOTAL 14821 73.4 8700 58.7 5496 69.2 7725 63.8 11207 61.0 6999 75.4
14667 59.9 4923 64.7

JANUARY 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 79.8 72.4 58.1 84.3 84.3 J/ 74.2 84.9 70.1 74.6 89.9 74.0
97.2 82.6 J/ 75.3

700 - 759 AM 78.2 68.2 72.7 80.8 70.6 72.0 82.0 87.5 61.6 65.8 88.2 86.6
93.9 93.3 70.5 92.6

800 - 859 AM 78.9 69.4 69.8 80.9 68.3 68.7 81.7 80.4 66.8 78.7 80.7 64.9
92.2 88.8 71.2 75.0

900 - 959 AM 68.8 66.9 73.7 60.1 77.9 71.6 85.5 78.7 67.4 75.2 84.8 75.0
82.3 82.2 72.7 75.5

1000 - 1059 AM 71.5 65.8 74.4 63.1 76.9 72.4 75.9 74.6 65.9 73.7 78.6
81.3 70.7 76.9 67.9 69.5

1100 - 1159 AM 68.2 68.1 76.2 79.2 67.2 69.9 75.8 78.3 58.5 71.1 78.0
78.4 74.8 72.1 70.3 70.5

1200 - 1259 PM 70.3 71.2 72.7 65.1 66.7 63.6 76.9 83.1 65.4 67.9 85.2
100.0 77.7 73.4 63.6 73.0

100 - 159 PM 68.6 66.7 65.4 73.5 81.4 70.9 71.0 77.3 67.5 62.9 79.2 73.0
76.4 73.8 62.8 70.5

200 - 259 PM 65.4 58.8 69.3 70.9 76.4 69.1 81.3 74.9 62.9 63.1 82.6 76.1
76.2 72.3 63.0 66.8

300 - 359 PM 70.6 61.5 65.2 66.9 64.6 69.9 76.6 74.1 62.3 60.2 72.4 71.4
77.5 70.4 63.9 74.1

400 - 459 PM 61.6 61.6 68.8 62.5 65.9 67.4 73.2 75.0 61.2 54.2 77.5 69.8
72.3 71.0 58.7 65.7

500 - 559 PM 62.1 57.3 61.3 68.6 71.2 61.5 71.6 72.5 57.8 53.6 74.4 66.4
64.2 67.4 57.9 61.1

600 - 659 PM 62.6 56.4 60.3 61.4 71.4 56.6 64.9 77.1 55.8 50.1 77.2 62.6
70.7 66.1 61.6 64.9

700 - 759 PM 58.1 48.9 64.3 59.6 60.8 59.6 63.9 73.1 56.9 50.3 76.9 66.1
62.6 69.7 54.0 62.4

800 - 859 PM 68.4 52.4 65.4 62.4 59.7 60.0 64.3 68.6 59.9 50.4 71.1 68.8
71.5 66.2 59.7 67.5

900 - 959 PM 53.1 61.7 73.2 61.0 66.2 59.6 58.6 67.7 53.8 60.6 77.5 70.3
72.2 62.7 59.4 59.1

1000 - 1059 PM 66.8 58.8 64.7 61.8 56.4 68.1 69.2 66.6 66.1 51.7 72.0
64.1 63.5 62.1 60.3 63.9

1100 - 559 AM 71.9 64.1 70.0 64.0 68.9 60.9 62.5 75.0 61.2 66.6 67.3
77.9 62.2 67.1 58.5 65.7

TOTAL, ALL ARRIVALS,

BY AIRPORT 67.7 61.4 68.5 68.0 70.3 65.7 73.5 75.5 61.0 61.1 78.7 70.6
72.5 71.8 62.6 67.9

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 66.1 85.0 77.8 J/ 83.2 J/ 80.0 69.6 71.0 64.5 J/ 72.5 81.2
79.1

700 - 759 AM 86.7 85.7 66.4 98.1 68.3 86.3 68.3 90.8 95.1 93.0 87.8 69.7
90.6 78.1

800 - 859 AM 88.7 71.9 60.5 84.8 62.4 88.2 60.6 89.5 77.1 89.8 81.3 68.4
74.6 74.5

900 - 959 AM 81.5 67.2 63.4 80.4 57.5 87.5 77.3 82.4 80.4 73.9 88.4 69.4
61.2 74.7

1000 - 1059 AM 75.6 68.9 58.0 76.1 66.5 69.7 63.0 81.2 74.3 63.5 75.3
59.9 69.5 69.8

1100 - 1159 AM 72.9 72.6 53.6 66.5 70.9 80.0 62.1 74.8 64.2 54.8 80.2
61.2 69.2 69.4

1200 - 1259 PM 69.7 79.1 57.7 75.9 58.5 75.7 59.7 67.9 65.1 53.7 80.0
60.8 67.5 68.7

100 - 159 PM 69.0 78.6 58.8 76.6 64.2 73.3 62.0 79.9 66.1 54.3 76.5 55.8
65.7 69.5

200 - 259 PM 79.8 65.9 52.6 72.8 62.3 73.8 68.5 59.6 73.0 54.2 71.3 61.6
70.8 67.7

300 - 359 PM 71.2 69.1 52.3 73.6 53.3 76.7 61.5 69.0 70.1 57.0 85.1 60.7
72.8 66.6

400 - 459 PM 71.3 59.2 50.5 75.6 51.7 74.2 57.2 73.8 68.1 58.2 75.9 56.6
62.0 63.8

500 - 559 PM 70.3 67.9 51.5 65.5 59.1 70.5 50.2 58.7 54.3 59.9 63.9 57.1
64.2 62.9

600 - 659 PM 66.1 54.6 47.4 65.6 49.3 59.7 55.2 66.5 54.5 61.0 79.6 58.2
57.4 61.1

700 - 759 PM 69.8 62.2 49.2 67.8 58.8 74.6 50.2 61.8 56.9 61.4 75.9 54.7
56.6 61.2

800 - 859 PM 58.2 64.7 42.2 61.9 47.5 66.4 55.2 64.3 57.4 57.0 75.4 55.2
52.2 61.5

900 - 959 PM 66.5 56.7 45.5 64.3 61.0 66.1 48.2 58.2 51.8 58.0 59.5 53.1
56.0 59.8

1000 - 1059 PM 69.6 65.8 48.5 68.1 65.1 71.3 60.2 62.0 55.4 54.1 59.8
56.8 60.7 62.9

1100 - 559 AM 64.9 61.0 74.4 66.5 63.5 68.2 67.1 59.9 63.5 55.8 72.2
59.4 69.2 66.2

TOTAL, ALL ARRIVALS,

BY AIRPORT 70.8 68.7 54.8 70.8 57.9 73.4 58.7 69.2 63.8 61.0 75.4 59.9
64.7 66.7

JANUARY 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 86.8 80.0 85.6 89.6 81.2 85.6 89.9 86.2 68.6 77.6 94.9 75.8
92.3 90.2 79.8 91.7

700 - 759 AM 81.6 79.3 80.9 88.3 80.4 85.1 90.7 87.9 67.0 78.3 88.2 79.4
90.9 88.4 77.0 89.4

800 - 859 AM 82.3 73.1 76.3 79.4 71.0 76.8 86.9 81.6 64.0 74.2 90.5 77.5
92.4 86.2 73.0 88.2

900 - 959 AM 74.5 70.5 70.7 77.7 74.3 73.7 83.6 75.0 62.6 76.2 82.0 74.4
87.4 83.2 73.4 79.8

1000 - 1059 AM 76.1 73.5 75.8 67.2 78.5 72.8 84.4 74.0 63.3 73.8 82.8
85.5 71.2 74.9 71.4 77.9

1100 - 1159 AM 72.3 72.8 69.3 69.9 80.1 73.4 78.4 68.6 66.9 71.4 81.2
75.6 76.6 75.1 69.0 74.3

1200 - 1259 PM 74.5 71.1 72.2 73.2 74.1 74.5 77.8 74.6 56.7 69.8 82.1
77.4 75.2 73.1 71.1 72.1

100 - 159 PM 74.2 74.8 67.0 68.3 70.0 69.5 75.0 84.5 60.3 67.6 80.8
100.0 76.7 75.0 68.1 71.0

200 - 259 PM 69.6 63.3 62.7 66.7 76.9 71.0 74.5 71.0 61.6 62.5 83.8 73.1
74.4 76.8 69.3 67.2

300 - 359 PM 68.0 56.9 67.0 66.5 80.9 67.7 80.6 73.0 52.7 62.7 74.7 75.8
71.6 76.0 65.0 68.6

400 - 459 PM 66.4 65.0 66.7 57.9 73.1 73.1 73.8 70.4 55.8 57.9 82.0 68.2
72.2 70.8 67.8 75.4

500 - 559 PM 67.1 59.7 65.2 64.5 25.0 72.8 71.5 67.7 55.3 50.4 73.2 62.7
65.1 74.1 58.1 64.6

600 - 659 PM 65.0 59.4 57.9 62.3 65.5 64.3 69.5 65.3 51.2 53.7 74.1 67.5
65.6 68.5 61.4 66.4

700 - 759 PM 64.9 53.5 57.4 61.8 67.3 62.9 70.4 75.3 53.0 54.3 77.0 55.0
56.1 70.4 60.5 69.0

800 - 859 PM 66.7 60.1 58.9 63.9 72.2 63.1 64.1 67.9 50.7 57.7 78.2 53.2
70.4 76.2 64.0 66.1

900 - 959 PM 71.2 78.0 63.9 60.5 65.3 76.1 75.3 77.3 51.8 55.0 80.3 72.5
64.9 73.6 71.0 72.0

1000 - 1059 PM 72.7 J/ 57.7 68.3 68.9 J/ 50.0 66.5 52.6 66.7 77.4 80.0
76.9 77.5 J/ 57.4

1100 - 559 AM 71.2 75.4 80.0 60.0 63.0 J/ 90.7 0.0 77.4 80.6 71.0 81.8
70.0 86.1 70.6 25.0

TOTAL, ALL DEPARTURES,

BY AIRPORT 72.5 68.0 69.9 68.8 73.7 72.4 77.6 73.6 57.8 66.0 80.5 71.0
75.5 78.2 69.0 74.5

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 89.2 77.3 76.6 92.5 74.4 92.4 78.2 90.0 89.8 86.7 98.4 78.5
88.4 84.5

700 - 759 AM 83.6 76.4 74.9 90.1 76.5 89.1 79.1 87.6 86.3 85.3 96.7 71.6
90.9 82.5

800 - 859 AM 80.2 76.9 66.0 81.5 63.9 89.8 64.9 87.6 86.1 87.4 85.7 68.6
82.2 78.9

900 - 959 AM 74.8 73.4 62.0 83.9 59.0 83.9 59.0 84.5 73.7 78.7 93.5 67.2
82.4 73.9

1000 - 1059 AM 87.5 73.8 61.7 79.7 54.9 78.6 70.9 78.8 84.3 73.2 83.9
66.1 66.7 73.5

1100 - 1159 AM 82.6 66.8 59.5 81.3 62.1 71.6 60.4 77.1 74.7 69.6 84.3
60.9 72.0 71.1

1200 - 1259 PM 70.5 62.3 57.6 78.6 69.6 74.6 64.5 77.3 68.4 62.7 47.2
60.5 66.0 70.5

100 - 159 PM 73.3 72.9 58.9 76.6 55.4 71.8 62.9 76.2 72.0 65.9 87.4 58.3
68.2 69.8

200 - 259 PM 69.9 71.7 58.1 79.8 53.2 73.3 58.5 69.9 72.2 68.7 79.2 60.1
69.4 68.8

300 - 359 PM 73.7 60.5 56.4 74.8 50.1 70.6 47.1 64.2 67.8 58.6 76.1 57.9
72.9 66.6

400 - 459 PM 70.5 67.0 51.9 78.7 51.8 70.4 56.6 68.6 69.5 67.1 79.3 59.8
65.0 65.5

500 - 559 PM 70.3 64.6 50.4 69.2 45.4 67.4 51.6 67.9 60.4 61.5 66.9 56.6
61.9 61.7

600 - 659 PM 68.5 62.9 49.5 82.0 52.4 68.2 54.4 66.9 67.2 62.3 78.9 55.9
72.1 62.5

700 - 759 PM 63.0 59.9 50.1 71.2 46.3 67.1 59.3 67.5 60.7 69.5 79.0 56.4
60.0 62.2

800 - 859 PM 57.8 61.4 47.9 79.1 55.6 65.3 49.8 68.0 65.6 64.9 82.7 53.4
63.3 62.8

900 - 959 PM 47.1 65.7 50.3 80.8 47.7 60.1 49.6 62.8 62.8 70.8 70.3 52.5
53.3 64.2

1000 - 1059 PM J/ 67.3 53.0 71.0 J/ 69.5 58.2 73.6 69.9 78.8 77.7 56.6
52.5 67.7

1100 - 559 AM 72.1 87.1 66.7 87.9 90.3 79.8 77.4 86.5 84.3 83.9 78.9
80.0 96.8 76.2

TOTAL, ALL DEPARTURES,

BY AIRPORT 74.2 68.5 58.0 81.2 55.9 74.7 58.6 77.1 75.1 72.5 81.9 60.5
72.7 70.0

JANUARY 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 1309 BOS-ORD 1825 25 84.00 58 44

US 659 PIT-MSP 2020 25 84.00 58 40

US 1697 PHL-RIC 1715 31 83.87 56 53

US 531 PBI-PHL 1240 31 83.87 52 43

AA 1893 ORD-LAX 1655 31 83.87 51 35

AS 91 SEA-ANC 2215 31 83.87 35 38

AA 1948 ORD-EWR 1735 30 83.33 60 36

UA 340 CVG-ORD 1930 23 82.61 41 27

UA 1642 IND-ORD 1940 23 82.61 35 34

US 1537 PIT-DAY 2015 27 81.48 53 42

US 1565 PIT-IND 2020 27 81.48 39 29

WN 1260 MDW-STL 1955 26 80.77 54 49

AA 353 LGA-ORD 1900 26 80.77 31 29

US 2692 MCO-ROC 1730 31 80.65 58 45

US 981 PHL-ORD 1730 31 80.65 54 37

DL 1097 BOS-ATL 1910 31 80.65 42 29

DL 1552 ATL-MSP 1035 31 80.65 25 20

US 137 PHL-PIT 1555 25 80.00 56 27

JANUARY 1999

AIR TRAVEL CONSUMER REPORT

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

ARRIVING LATE 70% OF THE TIME OR MORE

NUMBER OF REGULARLY SCHEDULED FLIGHTS

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

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

CARRIER CARRIER REPORTED DATA NUMBER PERCENTAGE

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

US AIRWAYS 2021 58 2.9

ALASKA 416 8 1.9

AMERICAN 1850 29 1.6

NORTHWEST 1475 15 1.0

AMERICA WEST 571 4 0.7

UNITED 2093 13 0.6

CONTINENTAL 1145 7 0.6

DELTA 2523 12 0.5

SOUTHWEST 2382 9 0.4

TWA 764 0 0.0

TOTAL 15240 155 1.0

JANUARY 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) 43.4 56.6 83 83 DUTCH HARBOR, AK. (DUT) 51.6
53.2 62 62

ALBANY, N.Y. (ALB) 56.7 61.5 1,025 1,024 EAGLE, CO. (EGE) 62.5 78.8 293
292

ALBUQUERQUE, N.M. (ABQ) 77.2 81.7 3,058 3,058 EL PASO, TX. (ELP) 80.5
85.5 2,030 2,034

ALLENTOWN, PA. (ABE) 60.2 67.5 493 492 ELMIRA, N.Y. (ELM) 58.9 67.3 107
107

AMARILLO, TX. (AMA) 74.0 80.7 407 409 ERIE, PA. (ERI) 50.0 54.4 114 114

ANCHORAGE, AK. (ANC) 56.1 71.8 1,415 1,417 EUGENE, OR. (EUG) 63.5 68.7
181 182

ASHEVILLE, N.C. (AVL) 80.7 83.3 114 114 FAIRBANKS, AK. (FAI) 63.3 75.7
411 411

ATLANTA, GA. (ATL) 67.7 72.5 21,985 22,043 FARGO, N.D. (FAR) 59.1 82.2
208 208

AUGUSTA, GA. (AGS) 72.9 88.4 155 155 FAYETTEVILLE, N.C. (FAY) 72.8 84.2
114 114

AUSTIN, TX. (AUS) 76.9 83.2 3,571 3,574 FLINT, MI. (FNT) 55.8 60.8 120
120

BALTIMORE, MD. (BWI) 68.5 69.9 6,533 6,531 FRESNO, CA. (FAT) 58.1 80.6
31 31

BANGOR, ME. (BGR) 72.0 82.8 93 93 FT. LAUDERDALE, FL. (FLL) 65.6 71.7
4,041 4,042

BARROW, AK. (BRW) 69.3 72.0 75 75 FT. MYERS, FL. (RSW) 59.7 72.8 1,418
1,420

BATON ROUGE, LA. (BTR) 82.6 87.6 397 396 FT. WAYNE, IN. (FWA) 62.2 64.4
45 45

BETHEL, AK. (BET) 75.9 75.9 83 83 GRAND FORKS, N.D. (GFK) 56.0 77.8 91
90

BILLINGS, MT. (BIL) 71.0 89.1 248 248 GRAND RAPIDS, MI. (GRR) 57.4 67.7
719 718

BINGHAMTON, N.Y. (BGM) 50.6 59.8 87 87 GREAT FALLS, MT. (GTF) 75.6 86.6
217 217

BIRMINGHAM, AL. (BHM) 75.2 79.9 1,707 1,701 GREEN BAY, WI. (GRB) 60.8
74.1 194 193

BISMARCK, N.D. (BIS) 59.7 81.5 119 119 GREENSBORO/HIGH PT., N.C. (GSO)
65.7 74.6 1,270 1,266

BOISE, ID. (BOI) 78.3 85.1 971 972 GREENVILLE/SPARTBG., S.C. (GSP) 69.1
78.0 586 586

BOSTON, MA. (BOS) 61.4 68.0 8,574 8,578 GULFPORT/BILOXI, MS. (GPT) 70.7
91.4 92 93

BOZEMAN, MT. (BZN) 62.4 83.1 173 172 GUNNISON, CO. (GUC) 68.3 77.8 63 63

BRISTOL, TN. (TRI) 77.2 83.3 114 114 HARLINGEN, TX. (HRL) 79.1 82.0 345
344

BROWNSVILLE, TX. (BRO) 80.6 80.6 31 31 HARRISBURG, PA. (MDT) 57.5 69.3
661 662

BUFFALO, N.Y. (BUF) 58.0 65.1 1,553 1,548 HARTFORD, CT./SPGFLD, MA.
(BDL) 63.2 67.1 2,469 2,464

BURBANK, CA. (BUR) 74.9 78.1 2,310 2,309 HELENA, MT. (HLN) 71.0 93.5 62
62

BURLINGTON, VT. (BTV) 47.2 56.6 212 212 HONOLULU, OAHU, HI. (HNL) 79.5
87.9 925 927

CEDAR RAPIDS/IOWA CTY,IA. (CID) 60.6 69.7 457 455 HOUSTON, TX. (HOU)
77.4 74.3 4,798 4,801

CHARLESTON, S.C. (CHS) 71.6 80.0 605 604 HOUSTON, TX. (IAH) 78.7 80.5
10,633 10,621

CHARLESTON, W.V. (CRW) 43.5 64.8 108 108 HUNTSVILLE/DECATUR, AL. (HSV)
70.6 82.3 479 479

CHARLOTTE, N.C. (CLT) 68.0 68.8 10,308 10,307 INDIANAPOLIS, IN. (IND)
60.0 68.0 2,772 2,773

CHATTANOOGA, TN. (CHA) 77.1 94.0 83 83 INDIO/PALM SPRINGS, CA. (PSP)
72.0 82.5 439 439

CHICAGO, IL. (MDW) 64.0 59.6 3,846 3,847 ISLIP/LONG IS., N.Y. (ISP) 64.5
73.7 186 186

CHICAGO, IL. (ORD) 54.8 58.0 24,538 24,528 ITHACA, N.Y. (ITH) 50.5 71.0
107 107

CINCINNATI, OH. (CVG) 70.3 73.7 6,630 6,620 JACKSON/VICKSBURG, MS. (JAN)
80.0 82.1 786 789

CLEVELAND, OH. (CLE) 64.6 68.8 4,998 4,998 JACKSON, WY. (JAC) 57.6 58.6
99 99

COLORADO SPRINGS, CO. (COS) 70.4 87.2 950 948 JACKSONVILLE, FL. (JAX)
68.6 78.4 1,929 1,929

COLUMBIA, S.C. (CAE) 69.9 80.9 408 408 JUNEAU, AK. (JNU) 58.4 56.6 310
309

COLUMBUS, OH. (CMH) 65.5 72.2 3,051 3,055 KAHULUI, MAUI, HI. (OGG) 90.7
87.1 248 248

CORDOVA, AK. (CDV) 55.7 66.1 61 62 KALAMAZOO, MI. (AZO) 56.7 63.0 127
127

CORPUS CHRISTI, TX. (CRP) 83.1 89.7 254 253 KALISPELL, MT. (FCA) 80.6
78.8 67 66

DALLAS/FT. WORTH, TX. (DAL) 80.3 79.8 4,235 4,239 KANSAS CITY, MO. (MCI)
68.2 73.4 4,914 4,912

DALLAS/FT. WORTH, TX. (DFW) 75.5 73.6 20,458 20,440 KETCHIKAN, AK. (KTN)
60.0 71.5 185 186

DAYTON, OH. (DAY) 58.6 67.0 908 908 KING SALMON, AK. (AKN) 66.7 55.6 18
18

DAYTONA BEACH, FL. (DAB) 74.6 79.0 248 248 KNOXVILLE, TN. (TYS) 68.8
77.7 618 618

DEADHORSE, AK. (SCC) 61.4 75.0 44 44 KODIAK, AK. (ADQ) 61.3 69.4 62 62

DENVER, CO. (DEN) 73.5 77.6 11,297 11,301 KONA, HAWAII., HI. (KOA) 88.9
82.5 63 63

DES MOINES, IA. (DSM) 62.7 73.6 566 565 KOTZEBUE, AK. (OTZ) 58.7 61.3 75
75

DETROIT, MI. (DTW) 61.0 57.8 12,772 12,770 LA CROSSE, WI. (LSE) 60.0
75.0 60 60

DILLINGHAM, AK. (DLG) 44.4 55.6 18 18 LANSING, MI. (LAN) 52.2 65.6 180
180

DULUTH, MN. (DLH) 53.6 77.1 84 83 LAS VEGAS, NV. (LAS) 72.5 75.5 10,115
10,112

DURANGO, CO. (DRO) 81.3 87.5 32 32 LEXINGTON/FRKFT, KY. (LEX) 57.8 68.2
334 333

JANUARY 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.

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

LIHUE, KAUAI, HI. (LIH) 90.3 87.1 31 31 ROANOKE, VA. (ROA) 67.3 74.4 199
199

LINCOLN, NE. (LNK) 66.2 75.5 237 237 ROCHESTER, MN. (RST) 48.7 64.7 152
153

LITTLE ROCK, AR. (LIT) 69.9 76.0 1,093 1,090 ROCHESTER, N.Y. (ROC) 55.4
61.2 1,278 1,278

LONG BEACH, CA. (LGB) 79.5 91.3 264 264 SACRAMENTO, CA. (SMF) 71.4 75.9
2,935 2,936

LOS ANGELES, CA. (LAX) 71.8 78.2 15,411 15,407 SAGINAW, MI. (MBS) 55.9
64.7 306 306

LOUISVILLE, KY. (SDF) 65.9 73.6 1,922 1,919 SALT LAKE CITY, UT. (SLC)
75.4 81.9 6,999 7,005

LUBBOCK, TX. (LBB) 81.3 87.0 540 540 SAN ANTONIO, TX. (SAT) 77.2 85.0
3,179 3,182

MADISON, WI. (MSN) 58.7 72.3 375 375 SAN DIEGO, CA. (SAN) 69.2 77.1
5,496 5,500

MANCHESTER, N.H. (MHT) 62.8 67.1 1,059 1,059 SAN FRANCISCO, CA. (OAK)
77.7 80.7 4,667 4,668

MEDFORD, OR. (MFR) 57.4 61.7 94 94 SAN FRANCISCO, CA. (SFO) 61.0 72.5
11,207 11,191

MELBOURNE, FL. (MLB) 74.7 86.0 186 186 SAN JOSE, CA. (SJC) 72.7 81.0
4,310 4,312

MEMPHIS, TN. (MEM) 74.2 74.7 4,386 4,383 SAN JUAN, P.R. (SJU) 65.9 73.8
1,822 1,823

MIAMI, FL. (MIA) 70.8 74.2 5,571 5,566 SANTA BARBARA, CA. (SBA) 72.9
64.4 118 118

MIDLAND/ODESSA, TX. (MAF) 82.8 87.1 536 536 SARASOTA/BRAD., FL. (SRQ)
58.8 70.6 498 496

MILWAUKEE, WI. (MKE) 59.2 68.0 1,273 1,274 SAVANNAH, GA. (SAV) 72.3 77.7
430 430

MINNEAPLS/ST.P, MN. (MSP) 68.7 68.5 11,295 11,302
SCRANTON/WILKES-BARRE,PA. (AVP) 57.4 68.1 141 141

MINOT, N.D. (MOT) 63.0 84.8 92 92 SEATTLE, WA. (SEA) 63.8 75.1 7,725
7,732

MISSION/MCALLEN, TX. (MFE) 80.6 89.2 268 269 SHREVEPORT, LA. (SHV) 71.0
78.2 331 331

MISSOULA, MT. (MSO) 74.8 92.3 155 156 SIOUX CITY, IA. (SUX) 52.6 87.7 57
57

MOBILE,AL./PASCAGOULA,MS. (MOB) 75.0 79.1 372 369 SIOUX FALLS, S.D.
(FSD) 63.6 79.3 324 324

MOLINE, IL. (MLI) 63.4 73.8 145 145 SITKA, AK. (SIT) 67.7 76.3 93 93

MONROE, LA. (MLU) 77.8 82.8 185 186 SOUTH BEND, IN. (SBN) 52.7 64.6 237
237

MONTEREY, CA. (MRY) 82.0 78.7 61 61 SPOKANE, WA. (GEG) 77.3 85.3 1,102
1,100

MONTGOMERY, AL. (MGM) 78.6 83.1 154 154 SPRINGFIELD, MO. (SGF) 66.9 76.2
172 172

MONTROSE, CO. (MTJ) 83.9 90.8 87 87 ST. CROIX, V.I. (STX) 64.1 75.3 92
93

MYRTLE BEACH, S.C. (MYR) 70.3 83.9 155 155 ST. LOUIS, MO. (STL) 59.9
60.5 14,667 14,673

NASHVILLE, TN. (BNA) 71.8 74.5 4,390 4,392 ST. THOMAS, V.I. (STT) 69.8
81.9 248 248

NEW ORLEANS, LA. (MSY) 73.7 80.3 4,204 4,200 STEAMBOAT SPRINGS, CO.
(HDN) 69.2 73.3 146 146

NEW YORK, N.Y. (JFK) 70.6 71.0 3,625 3,629 SYRACUSE, N.Y. (SYR) 56.3
64.5 971 969

NEW YORK, N.Y. (LGA) 62.6 69.0 7,956 7,945 TALLAHASSEE, FL. (TLH) 73.6
78.2 216 216

NEWARK, N.J. (EWR) 61.1 66.0 10,335 10,330 TAMPA, FL. (TPA) 64.7 72.7
4,923 4,919

NEWBURGH, N.Y. (SWF) 46.2 78.5 93 93 TOLEDO, OH. (TOL) 41.4 56.3 87 87

NOME, AK. (OME) 68.0 70.7 75 75 TRAVERSE CITY, MI. (TVC) 55.4 64.1 65 64

NORFOLK/VA. BEACH, VA. (ORF) 65.5 76.3 1,347 1,345 TUCSON, AZ. (TUS)
74.3 86.6 1,581 1,578

OKLAHOMA CITY, OK. (OKC) 71.5 79.2 1,679 1,680 TULSA, OK. (TUL) 70.3
76.8 1,579 1,571

OMAHA, NE. (OMA) 67.8 76.8 1,398 1,398 VALPARAISO, FL. (VPS) 66.7 93.5
93 93

ONTARIO, CA. (ONT) 73.3 79.5 2,910 2,908 WASHINGTON, D.C. (DCA) 65.7
72.4 6,811 6,832

ORANGE COUNTY, CA. (SNA) 74.7 80.4 2,906 2,909 WASHINGTON, D.C. (IAD)
67.8 71.5 4,197 4,197

ORLANDO, FL. (MCO) 67.9 74.5 8,260 8,262 WEST PALM BEACH, FL. (PBI) 63.8
73.8 2,090 2,090

PASCO, WA. (PSC) 87.0 88.6 123 123 WHITE PLAINS, N.Y. (HPN) 47.8 56.8
404 407

PENSACOLA, FL. (PNS) 73.8 81.9 522 518 WICHITA, KS. (ICT) 67.1 79.2 586
586

PETERSBURG, AK. (PSG) 40.3 50.0 62 62 WILMINGTON, N.C. (ILM) 75.6 88.8
160 160

PHILADELPHIA, PA. (PHL) 57.9 55.9 9,626 9,624 WRANGELL, AK. (WRG) 48.4
56.5 62 62

PHOENIX, AZ. (PHX) 73.4 74.7 14,821 14,829 YAKUTAT, AK. (YAK) 53.2 60.7
62 61

PITTSBURGH, PA. (PIT) 58.7 58.6 8,700 8,698

PORTLAND, ME. (PWM) 63.5 72.1 542 541

PORTLAND, OR. (PDX) 70.8 81.2 4,642 4,647

PROVIDENCE, R.I. (PVD) 67.8 75.5 1,901 1,900

RALEIGH/DURHAM, N.C. (RDU) 65.6 76.9 2,341 2,341

RAPID CITY, S.D. (RAP) 61.5 80.0 65 65

RENO, NV. (RNO) 75.0 81.6 2,212 2,210

RICHMOND, VA. (RIC) 64.1 75.4 1,296 1,296

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

***JANUARY***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

  ----- ------------- ---------------------- --- ------------------------
                      ***JANUARY 1999***         ***JANUARY 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>JAN. ‘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="america-west">America West</h5></td>
<td></td>
<td>6,751</td>
<td>1,296,558</td>
<td><strong>5.21</strong></td>
<td></td>
<td>5,035</td>
<td>1,246,966</td>
<td><strong>4.04</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><em><strong>US Airways</strong></em></td>
<td></td>
<td>20,926</td>
<td>3,900,448</td>
<td><strong>5.37</strong></td>
<td></td>
<td>16,329</td>
<td>3,978,015</td>
<td><strong>4.10</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>Southwest</strong></em></td>
<td></td>
<td>25,417</td>
<td>4,457,097</td>
<td><strong>5.70</strong></td>
<td></td>
<td>18,918</td>
<td>4,015,214</td>
<td><strong>4.71</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><em><strong>American</strong></em></td>
<td></td>
<td>35,407</td>
<td>4,917,805</td>
<td><strong>7.20</strong></td>
<td></td>
<td>27,274</td>
<td>4,966,751</td>
<td><strong>5.49</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>Delta</strong></em></td>
<td></td>
<td>56,708</td>
<td>7,436,975</td>
<td><strong>7.63</strong></td>
<td></td>
<td>40,359</td>
<td>7,181,335</td>
<td><strong>5.62</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><em><strong>Continental</strong></em></td>
<td></td>
<td>23,087</td>
<td>2,718,377</td>
<td><strong>8.49</strong></td>
<td></td>
<td>11,438</td>
<td>2,509,013</td>
<td><strong>4.56</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>Alaska</strong></em></td>
<td></td>
<td>7,444</td>
<td>839,204</td>
<td><strong>8.87</strong></td>
<td></td>
<td>6,010</td>
<td>787,664</td>
<td><strong>7.63</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><em><strong>Northwest</strong></em></td>
<td></td>
<td>31,572</td>
<td>3,065,252</td>
<td><strong>10.30</strong></td>
<td></td>
<td>26,277</td>
<td>3,281,288</td>
<td><strong>8.01</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>United</strong></em></td>
<td></td>
<td>62,218</td>
<td>5,522,067</td>
<td><strong>11.27</strong></td>
<td></td>
<td>48,538</td>
<td>5,366,462</td>
<td><strong>9.04</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><h5 id="twa">TWA</h5></td>
<td></td>
<td>19,296</td>
<td>1,608,901</td>
<td><strong>11.99</strong></td>
<td></td>
<td>11,175</td>
<td>1,672,763</td>
<td><strong>6.68</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>288,826</strong></td>
<td><strong>35,762,684</strong></td>
<td><strong>8.08</strong></td>
<td></td>
<td><strong>211,353</strong></td>
<td><strong>35,005,471</strong></td>
<td><strong>6.04</strong></td>
</tr>
</tbody>
</table>

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

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

**[OVERSALES]{.underline}**

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

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

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

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

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

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

***October-December***

***PASSENGERS DENIED BOARDING***

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

  --------------- -------------------------- -- --------------------------
                  ***OCTOBER-DECEMBER           ***OCTOBER-DECEMBER
                  1998***                       1997***

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

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

<table>
<colgroup>
<col style="width: 6%" />
<col style="width: 12%" />
<col style="width: 9%" />
<col style="width: 8%" />
<col style="width: 13%" />
<col style="width: 7%" />
<col style="width: 5%" />
<col style="width: 9%" />
<col style="width: 8%" />
<col style="width: 13%" />
<col style="width: 6%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h5 id="us-airways">US Airways</h5></td>
<td>14,663</td>
<td>276</td>
<td>13,828,432</td>
<td><strong>0.20</strong></td>
<td></td>
<td>17,429</td>
<td>482</td>
<td>13,869,433</td>
<td><strong>0.35</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>2</td>
<td><em><strong>Continental</strong></em></td>
<td>21,654</td>
<td>199</td>
<td>9,354,140</td>
<td><strong>0.21</strong></td>
<td></td>
<td>15,523</td>
<td>59</td>
<td>8,923,578</td>
<td><strong>0.07</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>Northwest</strong></em></td>
<td>21,898</td>
<td>277</td>
<td>11,924,507</td>
<td><strong>0.23</strong></td>
<td></td>
<td>23,393</td>
<td>350</td>
<td>12,268,417</td>
<td><strong>0.29</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>4</td>
<td><em><strong>United</strong></em></td>
<td>31,783</td>
<td>1,019</td>
<td>19,908,771</td>
<td><strong>0.51</strong></td>
<td></td>
<td>35,307</td>
<td>913</td>
<td>18,857,122</td>
<td><strong>0.48</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>American</strong></em></td>
<td>57,954</td>
<td>1,075</td>
<td>18,010,537</td>
<td><strong>0.60</strong></td>
<td></td>
<td>47,127</td>
<td>610</td>
<td>17,926,721</td>
<td><strong>0.34</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>6</td>
<td><em><strong>Alaska</strong></em></td>
<td>4,998</td>
<td>363</td>
<td>3,208,547</td>
<td><strong>1.13</strong></td>
<td></td>
<td>4,499</td>
<td>1,040</td>
<td>2,948,815</td>
<td><strong>3.53</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>America West</strong></em></td>
<td>13,021</td>
<td>538</td>
<td>4,425,724</td>
<td><strong>1.22</strong></td>
<td></td>
<td>12,154</td>
<td>719</td>
<td>4,481,937</td>
<td><strong>1.60</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>8</td>
<td><em><strong>TWA</strong></em></td>
<td>5,214</td>
<td>694</td>
<td>5,423,028</td>
<td><strong>1.28</strong></td>
<td></td>
<td>9,295</td>
<td>656</td>
<td>5,572,315</td>
<td><strong>1.18</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>Southwest</strong></em></td>
<td>20,399</td>
<td>2,094</td>
<td>14,848,313</td>
<td><strong>1.41</strong></td>
<td></td>
<td>18,417</td>
<td>2,196</td>
<td>14,034,704</td>
<td><strong>1.56</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>10</td>
<td><em><strong>Delta</strong></em></td>
<td>43,846</td>
<td>3,810</td>
<td>24,795,631</td>
<td><strong>1.54</strong></td>
<td></td>
<td>52,338</td>
<td>2,577</td>
<td>24,769,286</td>
<td><strong>1.04</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td><strong>TOTAL</strong></td>
<td><strong>235,430</strong></td>
<td><strong>10,345</strong></td>
<td><strong>125,727,630</strong></td>
<td><strong>0.82</strong></td>
<td></td>
<td><strong>235,482</strong></td>
<td><strong>9,602</strong></td>
<td><strong>123,652,328</strong></td>
<td><strong>0.78</strong></td>
</tr>
</tbody>
</table>

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

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

***January-December***

***PASSENGERS DENIED BOARDING***

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

  --------------- -------------------------- -- --------------------------
                  ***JANUARY-DECEMBER           ***JANUARY-DECEMBER
                  1998***                       1997***

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

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

<table>
<colgroup>
<col style="width: 6%" />
<col style="width: 12%" />
<col style="width: 10%" />
<col style="width: 7%" />
<col style="width: 12%" />
<col style="width: 7%" />
<col style="width: 6%" />
<col style="width: 10%" />
<col style="width: 7%" />
<col style="width: 12%" />
<col style="width: 7%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h5 id="continental">Continental</h5></td>
<td>76,167</td>
<td>574</td>
<td>42,352,892</td>
<td><strong>0.14</strong></td>
<td></td>
<td>66,945</td>
<td>360</td>
<td>35,791,535</td>
<td><strong>0.10</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>2</td>
<td><em><strong>US Airways</strong></em></td>
<td>81,830</td>
<td>1,267</td>
<td>56,564,712</td>
<td><strong>0.22</strong></td>
<td></td>
<td>85,232</td>
<td>4,662</td>
<td>57,540,342</td>
<td><strong>0.81</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>Northwest</strong></em></td>
<td>120,045</td>
<td>1,394</td>
<td>46,025,183</td>
<td><strong>0.30</strong></td>
<td></td>
<td>96,118</td>
<td>2,655</td>
<td>49,859,313</td>
<td><strong>0.53</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>4</td>
<td><em><strong>American</strong></em></td>
<td>221,826</td>
<td>3,387</td>
<td>73,618,441</td>
<td><strong>0.46</strong></td>
<td></td>
<td>215,003</td>
<td>4,596</td>
<td>73,122,003</td>
<td><strong>0.63</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>United</strong></em></td>
<td>142,057</td>
<td>4,561</td>
<td>79,813,016</td>
<td><strong>0.57</strong></td>
<td></td>
<td>110,754</td>
<td>3,792</td>
<td>76,642,828</td>
<td><strong>0.49</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>6</td>
<td><em><strong>America West</strong></em></td>
<td>49,811</td>
<td>2,074</td>
<td>18,174,910</td>
<td><strong>1.14</strong></td>
<td></td>
<td>59,441</td>
<td>3,771</td>
<td>19,044,151</td>
<td><strong>1.98</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>Delta</strong></em></td>
<td>233,732</td>
<td>13,449</td>
<td>102,405,802</td>
<td><strong>1.31</strong></td>
<td></td>
<td>259,413</td>
<td>15,297</td>
<td>100,230,962</td>
<td><strong>1.53</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>8</td>
<td><em><strong>Alaska</strong></em></td>
<td>24,530</td>
<td>1,822</td>
<td>13,028,998</td>
<td><strong>1.40</strong></td>
<td></td>
<td>21,016</td>
<td>3,409</td>
<td>12,245,891</td>
<td><strong>2.78</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>Southwest</strong></em></td>
<td>81,201</td>
<td>10,230</td>
<td>59,053,217</td>
<td><strong>1.73</strong></td>
<td></td>
<td>72,142</td>
<td>12,074</td>
<td>55,935,896</td>
<td><strong>2.16</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>10</td>
<td><em><strong>TWA</strong></em></td>
<td>50,005</td>
<td>6,039</td>
<td>23,132,879</td>
<td><strong>2.61</strong></td>
<td></td>
<td>31,862</td>
<td>2,930</td>
<td>22,546,838</td>
<td><strong>1.30</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td><strong>TOTAL</strong></td>
<td><strong>1,081,204</strong></td>
<td><strong>44,797</strong></td>
<td><strong>514,170,050</strong></td>
<td><strong>0.87</strong></td>
<td></td>
<td><strong>1,017,926</strong></td>
<td><strong>53,546</strong></td>
<td><strong>502,959,759</strong></td>
<td><strong>1.06</strong></td>
</tr>
</tbody>
</table>

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

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

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

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

**Complaint Categories**. Table 2 ranks the categories of complaints
(baggage, refunds, etc.). A detailed explanation of each category
appears at the end of the report.

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

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

**Companies Other Than U.S. Airlines**. Table 5 provides the same
information as above for foreign airlines, and for tour operators, cargo
companies, etc.

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

![](media/image10.wmf){width="1.0708333333333333in"
height="1.0965277777777778in"}

TABLE 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

JANUARY 1999 JANUARY 1998

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 1028 70 5 58 482 36 1 65

FOREIGN AIRLINES 54 0 0 2 65 0 0 3

CARGO COMPANIES 0 0 0 0 1 0 0 0

TRAVEL AGENTS 0 0 0 0 2 0 0 0

TOUR OPERATORS 31 0 0 0 65 0 0 1

MISCELLANEOUS 62 2 0 8 15 6 0 9

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

INDUSTRY TOTALS 1175 72 5 68 630 42 1 78

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

JANUARY 1999 JANUARY 1998

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 362 1 159

DELAYS\...\...\...\.... 101 36

CANCELLATIONS\...\... 131 62

MISCONNECTIONS\..... 48 19

CUSTOMER SERVICE\...\..... 2 250 2 122

BAGGAGE\...\...\...\...\..... 3 201 3 100

TICKETING/BOARDING\...\... 4 156 4 92

DISABLED\...\...\..... 39 23

REFUNDS\...\...\...\...\..... 5 76 5 46

OVERSALES\...\...\...\...\... 6 45 6 31

FARES\...\...\...\...\...\.... 7 40 8 24

OTHER\...\...\...\...\...\.... 8 30 9 24

FREQUENT FLYER\..... 14 6

ADVERTISING\...\...\...\.... 9 7 10 4

SMOKING\...\...\...\...\..... 10 4 11 1

TOURS\...\...\...\...\...\.... 11 4 7 27

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

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

COMPLAINT TOTAL 1175 630

\* A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS ATTACHED.

\*\* INCLUDES FIGURES FOR SUB-CATEGORIES.

TABLE 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S.AIRLINES

BY COMPLAINT CATEGORY

JANUARY 1999

U.S. AIRLINES FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

A L P H A B E T I C A L PROBLEMS SALES BOARDING FARES REFUNDS BAGGAGE
SERVICE SMOKING TISING CREDIT TOURS OTHER TOTAL

AIRTRAN AIRWAYS 5 0 1 0 2 1 2 0 0 0 0 0 11

ALASKA AIRLINES 2 0 3 0 2 2 4 0 0 0 0 0 13

AMERICA WEST AIRLINES 17 0 3 0 5 3 14 0 0 0 0 1 43

AMERICAN AIRLINES 32 8 18 3 11 27 29 0 0 0 0 6 134

AMERICAN EAGLE 3 1 0 0 0 1 1 0 0 0 0 0 6

AMERICAN TRANS AIR 2 2 1 1 1 1 0 0 0 0 0 1 9

CONTINENTAL AIRLINES 12 0 9 2 1 10 13 0 1 0 0 0 48

DELTA AIR LINES 26 4 28 8 10 12 28 0 0 0 0 5 121

HORIZON AIRLINES 4 0 0 0 1 0 1 0 1 0 0 0 7

KIWI AIRLINES 33 0 1 0 4 5 4 0 0 0 0 0 47

NORTHWEST AIRLINES 58 2 12 4 5 28 34 0 0 0 0 2 145

RENO AIR 0 5 5 1 1 0 4 0 0 0 0 0 16

SOUTHWEST AIRLINES 3 0 2 2 1 4 5 0 1 0 0 0 18

SPIRIT AIRLINES 4 0 0 0 0 2 1 0 0 0 0 0 7

TOWER AIR 5 2 2 0 3 1 4 0 0 0 0 0 17

TRANS WORLD AIRLINES 29 1 4 3 3 9 12 0 0 0 0 4 65

TRANS WORLD EXPRESS 4 1 0 0 0 1 5 0 0 0 0 0 11

UNITED AIRLINES 23 6 21 2 6 29 30 0 0 0 0 5 122

UNITED EXPRESS 4 1 1 1 1 1 3 0 0 0 0 0 12

US AIRWAYS 42 1 16 3 6 27 23 1 0 0 0 1 120

VANGUARD AIRLINES 1 2 2 1 0 2 1 0 3 0 0 0 12

OTHER U.S. AIRLINES 12 4 4 1 5 8 8 0 1 0 0 1 44

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

JANUARY 1999 321 40 133 32 68 174 226 1 7 0 0 26 1028

\% OF TOTAL COMPLAINTS 31.2 3.9 12.9 3.1 6.6 16.9 22.0 0.1 0.7 0.0 0.0
2.5

JANUARY 1998 127 23 73 13 34 78 110 0 3 0 1 20 482

\% OF TOTAL COMPLAINTS 26.3 4.8 15.1 2.7 7.1 16.2 22.8 0.0 0.6 0.0 0.2
4.1

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

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

TABLE 4

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S.AIRLINES

BY INCIDENT DATE

JANUARY 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 JAN JAN PERCENT DEC PERCENT MONTHS PERCENT DATE
PERCENT

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

AIRTRAN AIRWAYS 11 1 9.09 5 45.45 5 45.45 0 0.00

ALASKA AIRLINES 13 3 23.08 7 53.85 3 23.08 0 0.00

AMERICA WEST AIRLINES 43 18 41.86 18 41.86 7 16.28 0 0.00

AMERICAN AIRLINES 134 35 26.12 55 41.04 44 32.84 0 0.00

AMERICAN EAGLE 6 2 33.33 4 66.67 0 0.00 0 0.00

AMERICAN TRANS AIR 9 5 55.56 2 22.22 2 22.22 0 0.00

CONTINENTAL AIRLINES 48 9 18.75 26 54.17 13 27.08 0 0.00

DELTA AIR LINES 121 45 37.19 42 34.71 32 26.45 2 1.65

HORIZON AIRLINES 7 0 0.00 4 57.14 3 42.86 0 0.00

KIWI AIRLINES 47 17 36.17 25 53.19 5 10.64 0 0.00

NORTHWEST AIRLINES 145 68 46.90 53 36.55 23 15.86 1 0.69

RENO AIR 16 3 18.75 5 31.25 8 50.00 0 0.00

SOUTHWEST AIRLINES 18 6 33.33 7 38.89 5 27.78 0 0.00

SPIRIT AIRLINES 7 6 85.71 1 14.29 0 0.00 0 0.00

TOWER AIR 17 8 47.06 1 5.88 8 47.06 0 0.00

TRANS WORLD AIRLINES 65 19 29.23 26 40.00 19 29.23 1 1.54

TRANS WORLD EXPRESS 11 5 45.45 6 54.55 0 0.00 0 0.00

UNITED AIRLINES 122 30 24.59 58 47.54 32 26.23 2 1.64

UNITED EXPRESS 12 3 25.00 5 41.67 4 33.33 0 0.00

US AIRWAYS 120 25 20.83 75 62.50 19 15.83 1 0.83

VANGUARD AIRLINES 12 2 16.67 5 41.67 3 25.00 2 16.67

OTHER U.S. AIRLINES 44 12 27.27 18 40.91 14 31.82 0 0.00

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

TOTALS 1028 322 31.32 448 43.58 249 24.22 9 0.88

PRIOR YEAR\'S TOTALS 482 146 30.29 186 38.59 136 28.22 14 2.90

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

JANUARY 1999

FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

AIR CANADA 2 0 1 0 1 1 1 0 0 0 0 0 6

BRITISH AIRWAYS 1 0 2 0 0 1 1 0 0 0 0 0 5

IBERIA AIRLINES 0 0 1 1 0 1 0 2 0 0 0 0 5

OTHER FOREIGN AIRLINES 9 1 4 1 2 13 6 0 0 0 0 2 38

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

TOTAL 12 1 8 2 3 16 8 2 0 0 0 2 54

TOUR OPERATORS

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

SUNJET INT\'L SALES 15 2 2 0 3 1 5 0 0 0 1 0 29

OTHER TOUR OPERATORS 2 0 0 0 0 0 0 0 0 0 0 0 2

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

TOTAL 17 2 2 0 3 1 5 0 0 0 1 0 31

MISCELLANEOUS

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

OTHER MISCELLANEOUS 12 2 13 6 2 10 11 1 0 0 3 2 62

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

TOTAL 12 2 13 6 2 10 11 1 0 0 3 2 62

TRAVEL AGENTS

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

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

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

TOTAL 0 0 0 0 0 0 0 0 0 0 0 0 0

CARGO COMPANIES

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

OTHER CARGO COMPANIES 0 0 0 0 0 0 0 0 0 0 0 0 0

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

TOTAL 0 0 0 0 0 0 0 0 0 0 0 0 0

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

COMPLAINTS AGAINST COMPANIES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT
ARE INCLUDED UNDER \'OTHER FOREIGN AIRLINES\',

\'OTHER CARGO COMPANIES\', ETC.

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

TABLE 6

####  JANUARY

***Consumer Complaints: Rankings***

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

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

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

+-----+------+-------+---------+-------+---+------+---------+--------+
|     |      |       |         | *     |   |      |         | ***C   |
|     |      |       |         | **COM |   |      |         | OMPLAI |
|     |      |       |         | PLAIN |   |      |         | NTS*** |
|     |      |       |         | TS*** |   |      |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+
| ##  |      |       | **      | *     |   |      | **      | ***PER |
|  JA |      |       | *SYSTEM | **PER |   |      | *SYSTEM | 100,   |
| N.  |      |       | 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***     18        4,468,752        **0.40**         12        4,026,310        **0.30**

  2     ***Alaska***        13        970,639          **1.34**         3         892,176          **0.34**

  3     ***Continental***   48        3,285,374        **1.46**         22        3,003,426        **0.73**

  4     ***Delta***         121       7,942,631        **1.52**         48        7,788,888        **0.62**

  5     ***United***        122       6,356,167        **1.92**         72        6,206,181        **1.16**

  6     ***American***      134       6,319,953        **2.12**         65        6,402,794        **1.02**

  7     ***US Airways***    120       3,927,643        **3.06**         23        4,089,804        **0.56**

  8     ***America West***  43        1,338,256        **3.21**         17        1,287,776        **1.32**

  9     ***T W A***         65        1,676,824        **3.88**         17        1,752,645        **0.97**

  10    ***Northwest***     145       3,723,494        **3.89**         57        3,985,827        **1.43**

        **TOTAL**           **829**   **40,009,733**   **2.07**         **336**   **39,435,827**   **0.85**
  ----- ------------------- --------- ---------------- ---------- ----- --------- ---------------- ----------

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

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

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

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

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

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

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

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

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

**Smoking:** Inadequate segregation of smoker from non-smokers; failure
of airline to enforce no-smoking rules; objections to the rule, would
prefer change such as; (1) relaxation or elimination of regulations, or
(2) banning of smoking on all flights.

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

**Credit:** Denial of credit, interest or late payment charges,
incorrect billing, or incorrect credit reports on airline-issued credit.

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

**Other:** Cargo problems, security, airport facilities, claims for
bodily injury, frequent flyer, and other not classified above.

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