+---------------------------------+------------------------------------+
| ![](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: AUGUST 1999**                  |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays June 1999                |
|                           | >                                        |
|                           | > 12 Months Ending June 1999             |
|                           | >                                        |
|                           | > Mishandled Baggage June 1999           |
|                           | >                                        |
|                           | > January-June 1999                      |
|                           | >                                        |
|                           | > Oversales 1st Quarter 1999             |
|                           | >                                        |
|                           | > Consumer Complaints June 1999          |
|                           | >                                        |
|                           | > January-June 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 Database 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** \...\...\...\...\...\...\.....12

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

**Table 7** \...\...\...\...\...\...\.....13

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

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

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

**Section Page**

***Mishandled Baggage***

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

**Ranking\--Month** \...\...\...\...\...\..........18

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

***Oversales***

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

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

***Consumer Complaints***

**Explanation** \...\...\...\...\...\..........22

**Complaint Tables 1-5 (Month)** \...\...\...\.....23

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

**Rankings, Table 6 (Month)** \...\...\...\.....28

**Complaint Tables 1-4 (YTD)** \...\...\...\.....29

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

**Rankings, Table 5 (YTD)** \...\...\...\.....33

**Complaint Categories** \...\...\...\.....34

![](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"}

JUNE 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 77.0 55 76.9

NORTHWEST S/ 29 75.1 116 75.1

ALASKA S/ 7 75.4 35 74.2

DELTA S/ 29 72.2 114 72.3

AMERICA WEST S/ 26 70.3 51 70.8

UNITED S/ 29 69.2 100 68.9

CONTINENTAL S/ 28 68.4 77 68.8

TWA S/ 29 69.4 78 68.2

US AIRWAYS S/ 25 68.9 89 68.1

AMERICAN S/ 29 65.1 93 64.7

T O T A L 70.5 70.9

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*.

JUNE 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 DATABASE TO DATE

CARRIER 07-09 1998 10-12 1998 01-03 1999 04-06 1999 04 1999 05 1999 06
1999 06 1999 09 1987 - 06 1999

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

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

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

ALASKA 74.8 (8) 67.1 (10) 69.6 (9) 72.5 (7) 72.6 (7) 70.8 (9) 74.2 (3)
71.1 (9) 77.6 (7)

AMERICA WEST 66.5 (9) 68.1 (9) 74.1 (7) 72.3 (8) 71.6 (8) 74.5 (7) 70.8
(5) 70.3 (10) 80.3 (2)

AMERICAN 80.0 (6) 79.8 (6) 70.4 (8) 66.5 (10) 69.7 (10) 65.2 (10) 64.7
(10) 74.2 (7) 79.5 (4)

CONTINENTAL 81.0 (5) 82.1 (4) 78.3 (2) 74.2 (5) 79.2 (3) 74.6 (6) 68.8
(7) 78.9 (4) 78.4 (6)

DELTA 83.6 (2) 82.6 (3) 77.0 (3) 76.9 (4) 78.7 (4) 79.7 (4) 72.3 (4)
80.0 (2) 77.5 (9)

NORTHWEST 58.6 (10) 83.3 (2) 75.2 (5) 79.3 (1) 80.6 (1) 82.3 (2) 75.1
(2) 74.0 (8) 79.8 (3)

SOUTHWEST 83.9 (1) 79.8 (5) 80.2 (1) 78.2 (2) 78.1 (5) 79.7 (3) 76.9 (1)
80.5 (1) 83.6 (1)

TWA 82.8 (3) 83.7 (1) 75.8 (4) 77.0 (3) 80.3 (2) 82.4 (1) 68.2 (8) 79.8
(3) 77.5 (8)

UNITED 76.0 (7) 76.7 (8) 74.6 (6) 71.3 (9) 71.1 (9) 73.7 (8) 68.9 (6)
74.6 (6) 76.7 (10)

US AIRWAYS 81.4 (4) 76.8 (7) 68.5 (10) 72.8 (6) 74.3 (6) 76.1 (5) 68.1
(9) 74.9 (5) 78.8 (5)

TOTAL 78.3 79.4 74.8 74.3 75.7 76.2 70.9 76.7 78.9

JUNE 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 736 58.7 1348 67.4 240 67.9 210 64.3 90 65.6 1026 64.5 569 63.4

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

CO 699 67.5 791 70.0 314 61.8 126 63.5 26 73.1 648 74.5 385 66.5

DL 18202 69.2 2049 72.7 384 62.8 269 71.4 5985 77.6 1335 74.8 599 65.6

HP 120 50.8 270 67.8 146 52.7 H/ H/ 60 80.0 210 67.6

NW 502 68.3 622 73.8 386 72.3 206 71.8 54 66.7 588 69.0 300 68.7

TW 206 59.2 240 70.4 180 63.9 116 66.4 136 63.2 288 66.3 176 57.4

UA 616 61.7 1377 69.8 390 65.1 150 60.0 166 57.8 525 60.6 8960 74.6

US 731 60.1 2444 64.7 2282 67.5 8976 75.3 H/ 2501 73.4 240 72.1

WN H/ H/ 2528 76.9 H/ H/ H/ H/

TOTAL 21812 68.1 9141 69.0 6850 70.2 10053 74.4 6457 76.6 6971 70.9
11439 72.7

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 14277 72.6 446 61.9 927 53.6 563 52.6 970 71.5 307 51.1 2046 57.8

AS H/ H/ H/ H/ H/ 249 78.7 767 79.8

CO 566 66.3 331 66.8 6334 68.4 8326 70.9 H/ 395 68.9 706 66.4

DL 3680 75.1 330 66.4 954 65.6 359 56.5 982 70.9 779 74.2 1379 71.6

HP 202 64.4 120 55.8 269 48.0 150 68.0 210 61.9 2296 70.6 771 63.0

NW 435 66.4 10285 81.9 536 61.6 308 69.2 119 75.6 301 68.1 614 63.7

TW 288 57.6 236 62.3 180 66.7 118 61.9 1043 72.3 182 56.0 332 58.7

UA 582 62.4 324 67.6 965 59.5 416 57.2 552 74.1 1137 75.5 5211 72.2

US 310 56.1 422 69.0 410 58.8 312 58.7 H/ 128 57.0 469 59.3

WN H/ 564 68.6 H/ 198 67.2 H/ 4158 80.2 3393 73.7

TOTAL 20340 71.9 13058 78.5 10575 64.7 10750 68.3 3876 71.5 9932 74.5
15688 69.2

JUNE 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 1517 58.1 618 57.3 3131 58.4 501 57.7 8948 64.6 210 60.5 670 52.8

AS H/ H/ H/ H/ H/ 1421 81.9 H/

CO 419 62.3 554 66.2 382 67.5 215 64.7 610 61.6 90 61.1 280 67.5

DL 2167 73.8 2820 77.1 447 66.4 358 68.4 808 60.0 596 76.2 680 71.6

HP 30 86.7 63 38.1 60 63.3 120 55.8 210 51.4 180 67.8 150 58.0

NW 585 58.1 482 63.9 256 54.7 9871 78.0 796 66.7 212 60.4 472 63.8

TW 209 66.0 318 73.0 214 69.2 280 60.0 376 65.4 150 62.0 172 66.9

UA 862 62.4 615 66.3 462 62.1 653 57.3 12747 65.4 925 70.8 778 59.6

US 2288 64.1 1556 65.4 487 52.4 262 60.3 624 57.4 H/ 6470 66.5

WN H/ 1055 75.1 H/ H/ H/ 908 84.1 H/

TOTAL 8077 65.0 8081 70.3 5439 59.8 12260 74.6 25119 64.6 4692 75.9 9672
65.2

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 561 61.5 90 72.2 595 58.0 540 61.9 923 56.7 180 60.0 356 63.8 360
57.5

AS 245 79.2 H/ 360 85.0 3793 71.6 556 70.0 H/ H/ H/

CO 296 61.5 87 70.1 267 61.0 323 60.7 496 65.9 132 70.5 137 62.8 419
68.7

DL 684 65.6 270 74.8 450 68.9 628 68.8 747 63.7 4659 81.1 299 61.5 997
71.9

HP 6217 76.5 H/ 295 67.1 210 59.5 330 61.8 132 68.2 90 60.0 30 63.3

NW 269 62.5 112 75.9 180 64.4 639 63.2 490 60.8 128 57.0 364 66.5 300
62.7

TW 179 61.5 167 61.7 150 63.3 180 50.6 240 51.3 116 45.7 10532 72.7 210
74.3

UA 984 75.3 205 58.0 921 73.4 1476 64.9 6963 73.5 439 77.2 262 57.3 308
66.2

US 210 59.0 7397 74.6 150 59.3 234 51.3 354 59.6 H/ 284 68.0 1115 56.1

WN 4894 78.2 H/ 2240 80.3 1047 80.2 422 74.9 1046 79.2 2547 71.1 1170
75.6

TOTAL 14539 74.9 8328 73.9 5608 73.1 9070 68.5 11521 69.3 6832 78.5
14871 71.3 4909 67.0

> JUNE 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 61.7 78.3 72.0 80.3 86.7 J/ 87.2 89.3 90.5 72.0 87.6 74.3
> 98.6 92.8 J/ 70.3
>
> 700 - 759 AM 87.6 79.9 94.7 93.4 84.2 88.8 88.1 90.1 89.3 74.3 92.2
> 85.0 96.1 91.6 80.4 91.5
>
> 800 - 859 AM 87.1 89.6 87.3 88.3 85.5 85.6 81.6 85.6 92.6 86.0 84.8
> 66.7 92.7 85.7 82.4 91.4
>
> 900 - 959 AM 76.9 77.9 90.2 79.1 75.2 82.6 88.2 80.9 85.7 90.9 83.3
> 73.3 87.2 84.7 84.1 90.1
>
> 1000 - 1059 AM 78.5 85.0 84.5 84.0 81.2 80.0 81.2 83.4 86.2 86.0 81.3
> 88.3 80.1 76.0 78.7 82.9
>
> 1100 - 1159 AM 74.5 77.8 85.7 82.3 88.6 85.0 81.6 78.0 86.7 82.7 81.6
> 87.1 81.7 69.0 78.6 84.6
>
> 1200 - 1259 PM 75.9 81.1 85.7 78.4 87.5 84.8 85.5 84.4 86.0 79.5 74.0
> 93.5 76.5 72.8 80.8 80.2
>
> 100 - 159 PM 76.1 80.8 77.4 77.4 83.0 79.9 74.3 76.9 86.4 82.3 71.1
> 86.7 77.4 69.6 74.3 75.8
>
> 200 - 259 PM 74.3 75.8 75.7 78.9 86.7 81.5 74.9 71.4 87.7 75.1 62.5
> 72.3 80.6 78.1 67.3 77.7
>
> 300 - 359 PM 68.8 75.2 67.2 75.3 76.6 69.9 64.7 73.4 76.3 66.6 51.9
> 78.1 72.9 72.9 70.5 74.7
>
> 400 - 459 PM 53.1 68.5 65.8 67.6 67.8 67.0 63.2 69.3 79.4 53.9 59.4
> 70.7 71.5 68.6 62.2 67.0
>
> 500 - 559 PM 60.5 57.4 61.4 70.0 69.6 56.2 68.8 66.2 72.5 59.3 58.1
> 71.9 69.6 66.6 53.4 62.2
>
> 600 - 659 PM 58.2 55.6 55.6 59.3 67.2 56.6 65.9 65.0 72.6 46.3 52.3
> 64.3 75.4 66.9 50.6 55.7
>
> 700 - 759 PM 52.7 56.4 55.6 64.0 66.8 57.6 59.5 62.4 67.7 49.4 59.4
> 58.9 65.5 60.3 48.0 51.2
>
> 800 - 859 PM 57.9 53.6 53.9 47.3 53.3 62.2 58.5 57.0 69.7 50.2 58.1
> 60.0 72.7 52.6 52.4 54.2
>
> 900 - 959 PM 54.3 61.0 57.9 60.9 63.0 50.7 61.1 55.0 65.3 57.7 57.1
> 73.0 64.0 57.9 52.3 60.0
>
> 1000 - 1059 PM 62.1 60.5 58.5 65.1 71.7 60.5 68.2 56.8 65.5 47.5 58.2
> 67.8 65.1 57.0 54.8 56.8
>
> 1100 - 559 AM 67.9 65.3 64.4 56.6 69.0 66.5 60.2 72.5 64.4 58.3 65.5
> 71.1 64.9 62.2 54.8 62.1
>
> TOTAL, ALL ARRIVALS,
>
> BY AIRPORT 68.1 69.0 70.2 74.4 76.6 70.9 72.7 71.9 78.5 64.7 68.3 71.5
> 74.5 69.2 65.0 70.3
>
> ARRIVAL AIRPORT
>
> SCHEDULED
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> ARRIVAL TIME MIA MSP ORD PDX PHL PHX PIT SAN SEA SFO SLC STL TPA TOTAL
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\--
>
> 600 - 659 AM 80.0 87.6 78.9 J/ 57.3 86.3 85.5 0.0 73.3 81.2 J/ 80.9
> 82.0 82.7
>
> 700 - 759 AM 93.3 86.3 82.5 96.9 90.6 88.0 89.2 97.8 93.3 98.1 91.8
> 87.5 95.9 88.6
>
> 800 - 859 AM 89.8 83.0 79.8 94.7 79.2 84.5 87.5 90.7 86.0 92.5 95.0
> 88.3 89.7 86.0
>
> 900 - 959 AM 73.7 83.3 78.9 90.8 79.7 76.3 93.8 86.0 83.3 78.9 90.5
> 86.5 83.0 82.3
>
> 1000 - 1059 AM 70.3 83.0 77.3 88.4 83.4 81.0 81.0 77.7 76.1 70.9 84.8
> 85.8 86.6 80.8
>
> 1100 - 1159 AM 75.0 83.1 76.2 80.4 83.1 82.0 85.5 79.0 66.6 70.2 84.2
> 85.0 76.6 79.1
>
> 1200 - 1259 PM 64.2 85.7 76.5 86.3 77.0 75.4 86.8 74.6 68.8 71.9 83.4
> 78.8 77.5 78.1
>
> 100 - 159 PM 60.7 80.5 73.1 71.1 79.3 76.4 76.9 68.9 73.7 72.2 78.9
> 77.2 74.2 76.2
>
> 200 - 259 PM 63.8 78.2 65.6 80.0 69.5 77.0 80.2 70.0 68.1 67.9 78.5
> 71.7 81.8 74.0
>
> 300 - 359 PM 56.2 76.4 62.6 81.6 67.8 78.5 76.1 80.1 70.5 73.6 87.3
> 69.8 53.9 71.3
>
> 400 - 459 PM 54.9 66.9 59.2 76.5 53.3 75.8 67.1 75.3 65.7 71.6 69.3
> 62.4 68.2 64.5
>
> 500 - 559 PM 50.9 68.3 55.2 67.1 59.5 63.1 60.6 76.3 60.8 65.7 67.0
> 61.2 60.8 63.4
>
> 600 - 659 PM 48.8 56.1 49.2 72.6 48.6 63.9 69.0 69.6 67.1 70.7 78.0
> 49.9 41.8 59.1
>
> 700 - 759 PM 57.7 63.2 47.4 71.5 50.5 67.2 61.3 67.0 61.1 65.5 77.2
> 57.6 56.9 60.2
>
> 800 - 859 PM 48.7 57.7 46.3 55.2 48.0 65.0 70.3 62.6 64.4 61.8 70.4
> 58.7 55.4 57.8
>
> 900 - 959 PM 46.7 66.4 45.2 67.4 58.4 70.1 61.1 64.6 61.0 55.8 63.4
> 56.0 52.4 58.7
>
> 1000 - 1059 PM 51.6 65.1 46.0 63.6 60.7 72.8 53.3 66.7 59.7 55.7 68.0
> 56.4 52.9 60.1
>
> 1100 - 559 AM 57.2 61.7 68.9 69.5 59.8 70.6 63.4 60.2 69.2 55.7 57.1
> 66.1 64.1 64.0
>
> TOTAL, ALL ARRIVALS,
>
> BY AIRPORT 59.8 74.6 64.6 75.9 65.2 74.9 73.9 73.1 68.5 69.3 78.5 71.3
> 67.0 70.5
>
> JUNE 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 90.2 88.4 93.6 89.8 92.9 91.5 91.1 88.9 86.6 91.1 92.6
> 88.2 95.2 91.8 89.3 94.5
>
> 700 - 759 AM 90.9 87.7 90.2 89.2 93.4 91.0 90.4 89.7 83.9 89.7 89.9
> 94.4 92.3 91.6 86.4 93.5
>
> 800 - 859 AM 87.6 88.0 89.8 86.5 86.3 89.7 87.9 83.3 86.1 87.6 90.1
> 86.5 92.3 87.2 82.9 89.4
>
> 900 - 959 AM 79.4 89.6 82.2 83.6 89.4 91.2 85.7 82.5 89.1 85.7 87.6
> 93.8 86.9 84.0 85.5 90.7
>
> 1000 - 1059 AM 85.4 88.6 86.4 78.3 87.3 88.6 84.9 79.9 84.8 87.4 83.2
> 91.7 84.5 77.1 85.7 92.5
>
> 1100 - 1159 AM 78.3 86.5 82.1 78.5 88.6 90.0 83.6 78.0 82.5 87.5 84.3
> 89.5 80.5 72.5 84.2 88.8
>
> 1200 - 1259 PM 80.5 83.0 80.0 76.5 89.4 87.9 79.0 77.2 84.4 87.0 81.8
> 91.1 81.1 73.1 86.0 87.2
>
> 100 - 159 PM 78.4 85.1 79.2 75.1 93.3 87.4 78.5 78.6 83.2 80.9 75.1
> 96.2 72.7 74.5 82.5 82.9
>
> 200 - 259 PM 74.6 78.8 70.3 72.3 78.3 84.1 78.2 72.3 74.8 75.8 71.0
> 92.7 70.8 76.2 73.3 78.5
>
> 300 - 359 PM 68.2 73.9 68.3 71.1 83.1 81.6 74.0 70.0 74.5 73.6 61.7
> 85.2 70.9 76.5 77.9 76.2
>
> 400 - 459 PM 65.6 71.2 61.8 68.2 77.9 71.6 61.8 68.2 65.5 65.2 68.1
> 76.1 61.0 75.6 70.9 70.2
>
> 500 - 559 PM 57.0 65.2 57.4 65.3 71.1 72.0 66.0 67.7 74.2 57.8 60.0
> 73.6 65.9 70.8 63.6 64.6
>
> 600 - 659 PM 61.7 54.7 53.9 61.2 65.7 60.1 68.2 60.4 68.2 54.3 61.2
> 72.7 64.8 75.0 57.8 66.6
>
> 700 - 759 PM 59.4 56.4 52.9 58.6 73.2 63.1 67.6 64.9 66.0 52.5 58.8
> 72.6 61.0 68.9 55.7 55.9
>
> 800 - 859 PM 62.3 61.9 53.7 69.4 75.1 61.4 71.4 56.8 64.8 49.1 61.5
> 58.3 62.4 71.8 53.8 56.9
>
> 900 - 959 PM 65.5 96.2 53.2 64.8 65.1 75.8 66.7 61.0 72.4 49.1 58.8
> 85.1 70.0 62.9 65.6 61.6
>
> 1000 - 1059 PM 65.7 J/ 17.9 68.1 73.3 J/ 67.4 59.8 66.3 38.5 83.9 89.1
> 82.2 78.9 J/ 69.0
>
> 1100 - 559 AM 65.4 100.0 90.3 56.7 J/ J/ 92.2 J/ 90.0 94.9 73.3 77.5
> 67.7 83.4 J/ J/
>
> TOTAL, ALL DEPARTURES,
>
> BY AIRPORT 73.0 77.5 73.5 73.3 81.5 80.3 76.9 72.8 77.9 74.7 73.1 82.3
> 75.4 78.3 76.0 78.8
>
> DEPARTURE AIRPORT
>
> SCHEDULED
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> DEPARTURE TIME MIA MSP ORD PDX PHL PHX PIT SAN SEA SFO SLC STL TPA
> TOTAL
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\--
>
> 600 - 659 AM 82.4 87.7 86.4 91.8 89.0 93.7 86.4 94.7 94.4 94.6 97.5
> 91.7 94.6 90.9
>
> 700 - 759 AM 83.8 85.7 83.2 93.1 88.2 89.9 84.8 93.8 87.7 91.3 93.3
> 84.5 91.2 88.9
>
> 800 - 859 AM 80.0 82.2 83.6 88.9 83.5 81.4 82.3 88.0 88.4 92.0 92.9
> 84.3 85.2 86.6
>
> 900 - 959 AM 80.5 83.5 81.8 88.3 80.5 76.0 85.0 89.4 79.1 86.6 93.7
> 83.0 89.6 84.6
>
> 1000 - 1059 AM 94.4 81.8 77.8 87.4 78.2 75.5 85.3 83.7 84.0 77.5 87.6
> 82.3 87.9 82.7
>
> 1100 - 1159 AM 80.1 84.6 74.6 87.8 84.0 79.5 79.3 80.1 67.6 75.0 87.6
> 79.7 84.5 80.8
>
> 1200 - 1259 PM 81.0 80.5 77.2 82.5 82.3 70.6 84.4 82.0 71.9 73.2 83.8
> 75.5 80.8 80.0
>
> 100 - 159 PM 61.7 81.5 75.6 83.9 76.8 72.0 88.9 77.8 73.9 77.8 83.9
> 72.5 73.8 77.3
>
> 200 - 259 PM 66.0 78.0 70.1 75.3 70.7 69.8 73.2 66.7 70.9 75.1 86.7
> 72.5 74.4 74.2
>
> 300 - 359 PM 61.2 74.5 63.5 83.5 67.6 69.4 63.8 78.9 67.2 71.6 79.8
> 63.3 76.2 71.2
>
> 400 - 459 PM 58.8 72.1 60.9 75.3 57.3 70.1 66.7 73.9 71.4 80.3 80.9
> 67.4 58.1 68.6
>
> 500 - 559 PM 58.4 67.7 59.3 84.0 53.0 69.4 60.1 76.8 64.1 74.8 66.0
> 58.4 65.3 64.0
>
> 600 - 659 PM 68.3 66.4 53.6 75.1 54.5 64.2 61.9 74.6 70.0 79.3 79.4
> 52.2 56.4 62.4
>
> 700 - 759 PM 51.1 61.3 52.0 74.8 55.3 59.0 70.7 73.1 74.9 70.3 75.9
> 62.0 60.4 61.1
>
> 800 - 859 PM 61.0 65.9 52.7 79.5 57.0 64.0 62.9 74.3 66.9 71.3 84.1
> 53.5 57.3 62.3
>
> 900 - 959 PM J/ 66.3 53.1 81.4 55.5 66.9 62.7 75.5 69.4 73.0 64.3 51.6
> 49.1 63.6
>
> 1000 - 1059 PM J/ 68.0 51.3 87.5 J/ 73.0 66.4 87.7 74.6 77.1 73.3 49.1
> 70.0 67.3
>
> 1100 - 559 AM 76.7 93.3 91.7 89.7 86.7 90.1 86.7 86.0 80.2 81.0 81.2
> 50.0 93.3 75.5
>
> TOTAL, ALL DEPARTURES,
>
> BY AIRPORT 69.1 76.1 68.8 84.7 69.7 74.8 72.9 81.9 76.7 79.9 83.9 68.7
> 76.5 75.1

JUNE 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

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

US 2760 IAD-CMH 1930 24 95.83 56 45

CO 1579 IAH-SAT 1843 18 94.44 83 51

US 81 PHL-PIT 1830 24 91.67 47 39

CO 403 EWR-DEN 1750 21 90.48 61 48

AA 1377 ORD-MCI 1922 30 90.00 81 58

US 1678 MSP-PHL 1318 30 90.00 42 30

UA 1259 DFW-DEN 1938 18 88.89 73 30

AA 1365 BOS-ORD 1843 26 88.46 99 52

US 1490 PIT-EWR 1730 26 88.46 69 36

AA 1637 EWR-ORD 1917 26 88.46 52 28

DL 393 ATL-MCO 1605 17 88.24 48 30

HP 2116 LAS-LAX 2332 30 86.67 68 45

AA 1955 DFW-SFO 2210 30 86.67 64 27

US 1709 BWI-BOS 1845 30 86.67 63 51

US 510 CLE-PHL 1525 30 86.67 60 47

AA 177 JFK-SFO 1830 30 86.67 47 37

US 1564 PIT-PHL 1730 30 86.67 45 32

NW 979 LGA-MEM 1729 29 86.21 46 38

UA 516 SJC-ORD 1530 21 85.71 61 25

UA 611 ORD-PHX 1205 21 85.71 34 24

WN 829 MDW-STL 1700 27 85.19 51 28

AA 1377 EWR-ORD 1705 26 84.62 208 57

WN 875 MDW-DTW 1940 26 84.62 69 53

US 1121 PHL-PIT 1859 26 84.62 62 50

UA 654 ORD-EWR 1530 26 84.62 58 39

AA 759 LGA-DFW 1838 26 84.62 57 43

US 510 PHL-ORF 1735 26 84.62 56 37

US 1461 BOS-BWI 2045 26 84.62 50 40

US 2767 IAD-BHM 1940 26 84.62 47 38

CO 1830 TPA-EWR 1715 18 83.33 49 33

AA 1087 PHL-DFW 1818 30 83.33 90 33

US 1027 PHL-BWI 1720 30 83.33 71 49

AA 437 LGA-MIA 1930 30 83.33 64 44

AA 1599 EWR-ORD 1809 30 83.33 63 37

TW 414 SEA-STL 1156 30 83.33 60 36

AA 1752 IAH-DFW 1828 30 83.33 58 47

AA 1397 JFK-MIA 1500 30 83.33 56 40

AA 349 LGA-ORD 1800 30 83.33 51 33

AA 624 ORD-ISP 1325 30 83.33 49 36

US 115 PIT-SEA 1750 30 83.33 44 35

US 1940 PHL-BOS 1830 30 83.33 42 35

DL 551 ATL-IAH 1350 30 83.33 37 25

UA 1873 PHL-ORD 1830 29 82.76 88 38

DL 311 STL-ATL 1345 29 82.76 39 25

UA 921 IAD-MCO 1720 21 80.95 62 37

JUNE 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

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

CO 487 EWR-DTW 1940 26 80.77 61 28

US 2762 ATL-IAD 1950 26 80.77 61 46

AA 781 LGA-DFW 2015 26 80.77 60 33

CO 1295 EWR-MDW 1610 26 80.77 60 44

AA 1529 LGA-BNA 1855 26 80.77 53 35

US 39 CLT-LAX 2045 26 80.77 49 38

US 551 EWR-PIT 1815 26 80.77 46 23

AA 1484 ORD-HPN 1725 26 80.77 43 27

AA 1797 BOS-ORD 1913 26 80.77 43 36

AA 765 LGA-DFW 1807 26 80.77 40 40

WN 73 DAL-HOU 1715 26 80.77 40 21

AA 353 LGA-ORD 1900 30 80.00 70 39

AA 920 MIA-ORD 1950 30 80.00 58 36

DL 459 FLL-ATL 1440 30 80.00 54 26

AA 685 LGA-FLL 1930 30 80.00 52 37

WN 38 HOU-DAL 1530 30 80.00 50 25

US 1987 PHL-GSO 1815 30 80.00 49 37

AA 1161 ORD-IAH 1458 30 80.00 48 52

AA 1145 ATL-MIA 1950 30 80.00 48 37

US 1585 PHL-MCO 1720 30 80.00 47 31

AA 1052 ORD-PHL 1725 30 80.00 43 35

DL 1201 ATL-FLL 1555 30 80.00 43 38

JUNE 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

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

AMERICAN 1904 77 4.0

US AIRWAYS 2069 76 3.7

CONTINENTAL 1157 39 3.4

UNITED 2232 34 1.5

AMERICA WEST 584 7 1.2

SOUTHWEST 2460 25 1.0

DELTA 2536 23 0.9

TWA 792 4 0.5

NORTHWEST 1544 7 0.5

ALASKA 454 0 0.0

TOTAL 15732 292 1.9

JUNE 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) 81.4 87.2 86 86 ELMIRA, N.Y. (ELM) 84.6 94.2 104
104

ALBANY, N.Y. (ALB) 66.8 83.8 966 965 ERIE, PA. (ERI) 73.6 90.0 110 110

ALBUQUERQUE, N.M. (ABQ) 71.2 76.9 3,151 3,154 EUGENE, OR. (EUG) 70.7
85.6 181 181

ALLENTOWN, PA. (ABE) 72.3 84.5 516 516 FAIRBANKS, AK. (FAI) 70.7 81.8
529 528

AMARILLO, TX. (AMA) 70.9 84.0 398 400 FARGO, N.D. (FAR) 72.4 86.7 203
203

ANCHORAGE, AK. (ANC) 69.7 77.8 2,175 2,171 FAYETTEVILLE, N.C. (FAY) 75.8
89.2 120 120

ASHEVILLE, N.C. (AVL) 75.0 83.3 120 120 FLINT, MI. (FNT) 62.1 85.3 116
116

ATLANTA, GA. (ATL) 68.1 73.0 21,812 21,818 FRESNO, CA. (FAT) 34.5 93.3
29 30

AUGUSTA, GA. (AGS) 64.0 76.0 150 150 FT. LAUDERDALE, FL. (FLL) 63.5 77.0
3,578 3,577

AUSTIN, TX. (AUS) 71.4 81.5 3,717 3,720 FT. MYERS, FL. (RSW) 70.2 83.1
929 928

BAKERSFIELD, CA. (BFL) 50.0 96.6 30 29 FT. WAYNE, IN. (FWA) 78.2 96.3 55
54

BALTIMORE, MD. (BWI) 70.2 73.5 6,850 6,854 GRAND FORKS, N.D. (GFK) 74.4
82.6 86 86

BARROW, AK. (BRW) 64.0 65.1 86 86 GRAND RAPIDS, MI. (GRR) 70.5 83.8 716
717

BATON ROUGE, LA. (BTR) 75.4 84.5 386 386 GREAT FALLS, MT. (GTF) 76.1
87.7 180 179

BETHEL, AK. (BET) 79.1 82.6 86 86 GREEN BAY, WI. (GRB) 69.6 83.5 194 194

BILLINGS, MT. (BIL) 72.9 87.9 240 240 GREENBRIER, W.V. (LWB) 78.6 78.6
14 14

BINGHAMTON, N.Y. (BGM) 75.6 80.2 86 86 GREENSBORO/HIGH PT., N.C. (GSO)
64.6 77.6 1,207 1,202

BIRMINGHAM, AL. (BHM) 72.8 79.3 1,778 1,772 GREENVILLE/SPARTBG., S.C.
(GSP) 72.7 80.3 579 580

BISMARCK, N.D. (BIS) 63.3 85.0 120 120 GULFPORT/BILOXI, MS. (GPT) 87.8
96.7 90 90

BOISE, ID. (BOI) 80.2 87.3 968 969 GUSTAVUS, AK. (GST) 72.0 52.0 25 25

BOSTON, MA. (BOS) 69.0 77.5 9,141 9,149 HARLINGEN, TX. (HRL) 71.8 72.0
347 347

BOZEMAN, MT. (BZN) 64.6 89.0 127 127 HARRISBURG, PA. (MDT) 66.9 84.7 614
614

BRISTOL, TN. (TRI) 70.5 85.7 112 112 HARTFORD, CT./SPGFLD, MA. (BDL)
70.2 81.9 2,525 2,535

BUFFALO, N.Y. (BUF) 67.4 79.9 1,665 1,660 HELENA, MT. (HLN) 84.4 93.3 90
90

BURBANK, CA. (BUR) 81.5 85.8 2,364 2,366 HONOLULU, OAHU, HI. (HNL) 77.0
90.9 903 903

BURLINGTON, VT. (BTV) 64.1 82.3 231 231 HOUSTON, TX. (HOU) 73.4 70.6
4,800 4,798

CEDAR RAPIDS/IOWA CTY,IA. (CID) 65.9 78.3 460 460 HOUSTON, TX. (IAH)
68.3 73.1 10,750 10,744

CHARLESTON, S.C. (CHS) 66.6 80.9 592 591 HUNTSVILLE/DECATUR, AL. (HSV)
66.1 79.5 499 498

CHARLESTON, W.V. (CRW) 71.4 80.4 112 112 INDIANAPOLIS, IN. (IND) 68.4
78.8 2,944 2,944

CHARLOTTE, N.C. (CLT) 74.4 73.3 10,053 10,054 INDIO/PALM SPRINGS, CA.
(PSP) 61.3 88.4 155 155

CHATTANOOGA, TN. (CHA) 82.6 89.5 86 86 ISLIP/LONG IS., N.Y. (ISP) 77.3
85.8 600 600

CHICAGO, IL. (MDW) 72.7 68.7 4,328 4,328 ITHACA, N.Y. (ITH) 84.6 92.3
104 104

CHICAGO, IL. (ORD) 64.6 68.8 25,119 25,119 JACKSON/VICKSBURG, MS. (JAN)
76.7 80.8 765 772

CINCINNATI, OH. (CVG) 76.6 81.5 6,457 6,455 JACKSON, WY. (JAC) 69.9 80.6
73 72

CLEVELAND, OH. (CLE) 71.2 80.0 4,787 4,787 JACKSONVILLE, FL. (JAX) 67.9
80.6 1,889 1,889

COLORADO SPRINGS, CO. (COS) 64.1 84.3 1,005 1,004 JUNEAU, AK. (JNU) 69.9
73.2 485 485

COLUMBIA, S.C. (CAE) 67.6 77.6 401 401 KAHULUI, MAUI, HI. (OGG) 85.4
85.4 240 240

COLUMBUS, OH. (CMH) 71.0 80.1 3,175 3,175 KALAMAZOO, MI. (AZO) 75.9 83.7
166 166

CORDOVA, AK. (CDV) 70.0 70.0 60 60 KALISPELL, MT. (FCA) 81.1 82.8 90 116

CORPUS CHRISTI, TX. (CRP) 69.7 78.1 251 251 KANSAS CITY, MO. (MCI) 70.4
77.1 5,003 5,003

DALLAS/FT. WORTH, TX. (DAL) 73.6 72.0 4,235 4,235 KETCHIKAN, AK. (KTN)
71.5 74.9 235 235

DALLAS/FT. WORTH, TX. (DFW) 71.9 72.8 20,340 20,324 KING SALMON, AK.
(AKN) 61.0 78.0 41 41

DAYTON, OH. (DAY) 68.5 79.9 924 924 KNOXVILLE, TN. (TYS) 72.0 81.2 540
542

DAYTONA BEACH, FL. (DAB) 76.7 78.9 180 180 KODIAK, AK. (ADQ) 58.3 60.0
60 60

DEADHORSE, AK. (SCC) 71.4 71.4 56 56 KONA, HAWAII., HI. (KOA) 86.7 90.0
60 60

DENVER, CO. (DEN) 72.7 76.9 11,439 11,435 KOTZEBUE, AK. (OTZ) 60.5 65.8
76 76

DES MOINES, IA. (DSM) 64.6 81.2 587 586 LA CROSSE, WI. (LSE) 72.1 84.7
86 85

DETROIT, MI. (DTW) 78.5 77.9 13,058 13,049 LANSING, MI. (LAN) 77.8 86.9
176 176

DILLINGHAM, AK. (DLG) 62.5 70.0 40 40 LAS VEGAS, NV. (LAS) 74.5 75.4
9,932 9,931

DULUTH, MN. (DLH) 65.1 84.9 86 86 LEXINGTON/FRKFT, KY. (LEX) 68.7 82.1
326 324

DUTCH HARBOR, AK. (DUT) 52.6 45.6 57 57 LIHUE, KAUAI, HI. (LIH) 84.8
78.8 33 33

EL PASO, TX. (ELP) 70.5 78.8 2,090 2,089 LINCOLN, NE. (LNK) 63.6 77.5
261 262

JUNE 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) 69.5 77.1 1,071 1,072 ROCHESTER, N.Y. (ROC) 66.0
79.9 1,240 1,240

LONG BEACH, CA. (LGB) 70.7 92.1 266 266 SACRAMENTO, CA. (SMF) 77.1 80.2
3,059 3,058

LOS ANGELES, CA. (LAX) 69.2 78.3 15,688 15,688 SAGINAW, MI. (MBS) 69.9
83.3 342 342

LOUISVILLE, KY. (SDF) 71.9 80.2 1,915 1,915 SALT LAKE CITY, UT. (SLC)
78.5 83.9 6,832 6,806

LUBBOCK, TX. (LBB) 74.6 81.4 485 485 SAN ANTONIO, TX. (SAT) 70.7 79.9
3,193 3,197

MADISON, WI. (MSN) 68.6 85.2 385 385 SAN DIEGO, CA. (SAN) 73.1 81.9
5,608 5,611

MANCHESTER, N.H. (MHT) 66.0 77.5 1,045 1,045 SAN FRANCISCO, CA. (OAK)
80.0 81.5 4,615 4,616

MEDFORD, OR. (MFR) 77.5 83.8 111 111 SAN FRANCISCO, CA. (SFO) 69.3 79.9
11,521 11,519

MELBOURNE, FL. (MLB) 70.7 91.3 150 150 SAN JOSE, CA. (SJC) 77.1 84.4
4,350 4,346

MEMPHIS, TN. (MEM) 81.0 84.2 4,174 4,174 SAN JUAN, P.R. (SJU) 74.3 82.0
1,763 1,763

MIAMI, FL. (MIA) 59.8 69.1 5,439 5,438 SANTA BARBARA, CA. (SBA) 82.5
81.7 120 120

MIDLAND/ODESSA, TX. (MAF) 73.7 81.7 536 536 SARASOTA/BRAD., FL. (SRQ)
73.6 87.0 379 378

MILWAUKEE, WI. (MKE) 69.8 82.4 1,261 1,261 SAVANNAH, GA. (SAV) 71.8 80.4
419 419

MINNEAPLS/ST.P, MN. (MSP) 74.6 76.1 12,260 12,261
SCRANTON/WILKES-BARRE,PA. (AVP) 69.2 85.0 133 133

MINOT, N.D. (MOT) 83.3 92.2 90 90 SEATTLE, WA. (SEA) 68.5 76.7 9,070
9,070

MISSION/MCALLEN, TX. (MFE) 61.6 80.8 292 292 SHREVEPORT, LA. (SHV) 70.8
82.3 322 322

MISSOULA, MT. (MSO) 74.4 92.8 180 180 SIOUX CITY, IA. (SUX) 85.0 98.3 60
60

MOBILE,AL./PASCAGOULA,MS. (MOB) 74.5 78.8 357 358 SIOUX FALLS, S.D.
(FSD) 71.6 87.1 310 309

MOLINE, IL. (MLI) 66.7 77.8 153 153 SITKA, AK. (SIT) 75.9 85.5 145 145

MONROE, LA. (MLU) 63.9 84.4 180 180 SOUTH BEND, IN. (SBN) 80.1 88.5 226
227

MONTEREY, CA. (MRY) 73.3 75.0 60 60 SPOKANE, WA. (GEG) 78.8 88.6 1,158
1,156

MONTGOMERY, AL. (MGM) 64.4 77.8 90 90 SPRINGFIELD, MO. (SGF) 65.1 83.7
172 172

MYRTLE BEACH, S.C. (MYR) 72.3 87.8 188 188 ST. CROIX, V.I. (STX) 81.1
92.2 90 90

NASHVILLE, TN. (BNA) 75.3 79.6 4,549 4,545 ST. LOUIS, MO. (STL) 71.3
68.7 14,871 14,878

NEW ORLEANS, LA. (MSY) 71.2 79.1 4,015 4,016 ST. THOMAS, V.I. (STT) 77.1
85.2 210 210

NEW YORK, N.Y. (JFK) 71.5 82.3 3,876 3,849 SYRACUSE, N.Y. (SYR) 67.4
82.8 918 918

NEW YORK, N.Y. (LGA) 65.0 76.0 8,077 8,094 TALLAHASSEE, FL. (TLH) 66.2
75.6 210 209

NEWARK, N.J. (EWR) 64.7 74.7 10,575 10,575 TAMPA, FL. (TPA) 67.0 76.5
4,909 4,913

NEWBURGH, N.Y. (SWF) 71.7 82.5 120 120 TOLEDO, OH. (TOL) 62.8 82.6 86 86

NOME, AK. (OME) 69.6 72.2 79 79 TRAVERSE CITY, MI. (TVC) 77.8 84.4 90 90

NORFOLK/VA. BEACH, VA. (ORF) 66.6 82.0 1,343 1,342 TUCSON, AZ. (TUS)
67.8 82.8 1,583 1,583

OKLAHOMA CITY, OK. (OKC) 68.4 79.5 1,672 1,672 TULSA, OK. (TUL) 63.8
75.9 1,549 1,545

OMAHA, NE. (OMA) 69.5 78.4 1,410 1,409 VALPARAISO, FL. (VPS) 76.7 98.9
90 90

ONTARIO, CA. (ONT) 74.0 81.4 2,881 2,882 WASHINGTON, D.C. (DCA) 70.9
80.3 6,971 6,983

ORANGE COUNTY, CA. (SNA) 76.3 86.5 2,984 2,989 WASHINGTON, D.C. (IAD)
64.8 73.4 6,435 6,435

ORLANDO, FL. (MCO) 70.3 78.8 8,081 8,087 WEST PALM BEACH, FL. (PBI) 68.4
82.7 1,466 1,467

PASCO, WA. (PSC) 83.3 89.2 120 120 WHITE PLAINS, N.Y. (HPN) 56.7 72.2
425 425

PENSACOLA, FL. (PNS) 68.8 78.6 503 501 WICHITA, KS. (ICT) 64.0 82.4 505
506

PEORIA, IL. (PIA) 61.7 70.0 60 60 WILMINGTON, N.C. (ILM) 65.3 82.1 173
173

PETERSBURG, AK. (PSG) 40.0 58.3 60 60 WRANGELL, AK. (WRG) 43.3 58.3 60
60

PHILADELPHIA, PA. (PHL) 65.2 69.7 9,672 9,675 YAKUTAT, AK. (YAK) 61.7
66.7 60 60

PHOENIX, AZ. (PHX) 74.9 74.8 14,539 14,542

PITTSBURGH, PA. (PIT) 73.9 72.9 8,328 8,327

PORTLAND, ME. (PWM) 71.3 85.1 509 509

PORTLAND, OR. (PDX) 75.9 84.7 4,692 4,694

PROVIDENCE, R.I. (PVD) 68.8 77.9 1,858 1,857

RALEIGH/DURHAM, N.C. (RDU) 68.2 79.9 2,916 2,916

RAPID CITY, S.D. (RAP) 76.7 86.7 120 120

RENO, NV. (RNO) 79.3 84.3 2,233 2,235

RICHMOND, VA. (RIC) 67.9 82.3 1,418 1,419

ROANOKE, VA. (ROA) 72.3 83.2 202 202

ROCHESTER, MN. (RST) 66.0 82.2 209 208

**[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
database; such rejected records accounted for less than 0.01% of the
flight operations records submitted. Any errors in the database with
respect to basic flight data \-- non-computed data elements such as
flight numbers, scheduled and actual arrival/departure times, days of
operation \-- are the responsibility of the reporting carrier.

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

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

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

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

***JUNE***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

  ----- ------------- ---------------------- --- ------------------------
                      ***JUNE 1999***            ***JUNE 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>JUNE ’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: 10%" />
<col style="width: 10%" />
<col style="width: 3%" />
<col style="width: 8%" />
<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><h4 id="delta">Delta</h4></td>
<td></td>
<td>33,851</td>
<td>8,758,172</td>
<td><strong>3.87</strong></td>
<td></td>
<td>34,750</td>
<td>8,709,394</td>
<td><strong>3.99</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><em><strong>America West</strong></em></td>
<td></td>
<td>7,021</td>
<td>1,631,167</td>
<td><strong>4.30</strong></td>
<td></td>
<td>6,713</td>
<td>1,573,591</td>
<td><strong>4.27</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>Southwest</strong></em></td>
<td></td>
<td>24,836</td>
<td>5,748,494</td>
<td><strong>4.32</strong></td>
<td></td>
<td>24,431</td>
<td>5,292,479</td>
<td><strong>4.62</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><em><strong>Northwest</strong></em></td>
<td></td>
<td>19,130</td>
<td>4,266,720</td>
<td><strong>4.48</strong></td>
<td></td>
<td>32,849</td>
<td>3,930,702</td>
<td><strong>8.36</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>Continental</strong></em></td>
<td></td>
<td>16,175</td>
<td>3,109,906</td>
<td><strong>5.20</strong></td>
<td></td>
<td>13,892</td>
<td>3,041,874</td>
<td><strong>4.57</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><em><strong>US Airways</strong></em></td>
<td></td>
<td>24,883</td>
<td>4,750,839</td>
<td><strong>5.24</strong></td>
<td></td>
<td>29,386</td>
<td>4,902,982</td>
<td><strong>5.99</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>American</strong></em></td>
<td></td>
<td>32,584</td>
<td>5,576,683</td>
<td><strong>5.84</strong></td>
<td></td>
<td>25,521</td>
<td>5,665,601</td>
<td><strong>4.50</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><em><strong>TWA</strong></em></td>
<td></td>
<td>14,090</td>
<td>2,279,711</td>
<td><strong>6.18</strong></td>
<td></td>
<td>14,445</td>
<td>2,091,919</td>
<td><strong>6.91</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>United</strong></em></td>
<td></td>
<td>51,673</td>
<td>6,848,708</td>
<td><strong>7.54</strong></td>
<td></td>
<td>58,711</td>
<td>6,860,736</td>
<td><strong>8.56</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><em><strong>Alaska</strong></em></td>
<td></td>
<td>8,796</td>
<td>1,114,280</td>
<td><strong>7.89</strong></td>
<td></td>
<td>7,834</td>
<td>1,070,551</td>
<td><strong>7.32</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>233,039</strong></td>
<td><strong>44,084,680</strong></td>
<td><strong>5.29</strong></td>
<td></td>
<td><strong>248,532</strong></td>
<td><strong>43,139,829</strong></td>
<td><strong>5.76</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*.

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

###  **JANUARY-JUNE**

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

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

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

<table>
<colgroup>
<col style="width: 10%" />
<col style="width: 13%" />
<col style="width: 13%" />
<col style="width: 11%" />
<col style="width: 1%" />
<col style="width: 11%" />
<col style="width: 4%" />
<col style="width: 10%" />
<col style="width: 11%" />
<col style="width: 0%" />
<col style="width: 11%" />
</colgroup>
<tbody>
<tr class="odd">
<td></td>
<td></td>
<td><em><strong>TOTAL</strong></em></td>
<td></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
<td></td>
<td><em><strong>TOTAL</strong></em></td>
<td></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
</tr>
<tr class="even">
<td><h5 id="jan.-jun.-99">JAN.-JUN. ‘99</h5></td>
<td></td>
<td><em><strong>BAGGAGE</strong></em></td>
<td><em><strong>ENPLANED</strong></em></td>
<td></td>
<td><em><strong>PER 1,000</strong></em></td>
<td></td>
<td><em><strong>BAGGAGE</strong></em></td>
<td><em><strong>ENPLANED</strong></em></td>
<td></td>
<td><em><strong>PER 1,000</strong></em></td>
</tr>
<tr class="odd">
<td><em><strong>RANK</strong></em></td>
<td><em><strong>AIRLINE</strong></em></td>
<td><em><strong>REPORTS</strong></em></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>REPORTS</strong></em></td>
<td><em><strong>PASSENGERS</strong></em></td>
<td></td>
<td><em><strong>PASSENGERS</strong></em></td>
</tr>
</tbody>
</table>

<table style="width:100%;">
<colgroup>
<col style="width: 10%" />
<col style="width: 11%" />
<col style="width: 2%" />
<col style="width: 9%" />
<col style="width: 13%" />
<col style="width: 11%" />
<col style="width: 8%" />
<col style="width: 8%" />
<col style="width: 12%" />
<col style="width: 11%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h4 id="america-west">America West</h4></td>
<td></td>
<td>35,483</td>
<td>8,733,248</td>
<td><strong>4.06</strong></td>
<td></td>
<td>31,692</td>
<td>8,582,571</td>
<td><strong>3.69</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><em><strong>Southwest</strong></em></td>
<td></td>
<td>136,546</td>
<td>31,477,176</td>
<td><strong>4.34</strong></td>
<td></td>
<td>128,214</td>
<td>28,721,073</td>
<td><strong>4.46</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>Delta</strong></em></td>
<td></td>
<td>225,255</td>
<td>49,275,283</td>
<td><strong>4.57</strong></td>
<td></td>
<td>211,453</td>
<td>47,226,076</td>
<td><strong>4.48</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><em><strong>Continental</strong></em></td>
<td></td>
<td>86,007</td>
<td>17,827,274</td>
<td><strong>4.82</strong></td>
<td></td>
<td>68,601</td>
<td>17,177,332</td>
<td><strong>3.99</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>US Airways</strong></em></td>
<td></td>
<td>137,240</td>
<td>27,364,298</td>
<td><strong>5.02</strong></td>
<td></td>
<td>115,597</td>
<td>27,793,686</td>
<td><strong>4.16</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><em><strong>Northwest</strong></em></td>
<td></td>
<td>120,174</td>
<td>22,400,102</td>
<td><strong>5.36</strong></td>
<td></td>
<td>154,204</td>
<td>21,912,181</td>
<td><strong>7.04</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>American</strong></em></td>
<td></td>
<td>166,917</td>
<td>30,632,805</td>
<td><strong>5.45</strong></td>
<td></td>
<td>136,193</td>
<td>31,708,924</td>
<td><strong>4.30</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><em><strong>TWA</strong></em></td>
<td></td>
<td>69,968</td>
<td>12,064,401</td>
<td><strong>5.80</strong></td>
<td></td>
<td>67,397</td>
<td>11,486,773</td>
<td><strong>5.87</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>Alaska</strong></em></td>
<td></td>
<td>41,187</td>
<td>5,717,822</td>
<td><strong>7.20</strong></td>
<td></td>
<td>33,641</td>
<td>5,495,123</td>
<td><strong>6.12</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><em><strong>United</strong></em></td>
<td></td>
<td>291,307</td>
<td>37,001,502</td>
<td><strong>7.87</strong></td>
<td></td>
<td>285,518</td>
<td>36,367,772</td>
<td><strong>7.85</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>1,310,084</strong></td>
<td><strong>242,493,911</strong></td>
<td><strong>5.40</strong></td>
<td></td>
<td><strong>1,232,510</strong></td>
<td><strong>236,471,511</strong></td>
<td><strong>5.21</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                                     |
+-----------------------------------------------------------------------+

***January-March***

***PASSENGERS DENIED BOARDING***

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

  --------------- -------------------------- -- --------------------------
                  ***JANUARY-MARCH 1999***      ***JANUARY-MARCH 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.-mar.-99" class="heading">JAN.-MAR. ‘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: 12%" />
<col style="width: 8%" />
<col style="width: 5%" />
<col style="width: 9%" />
<col style="width: 8%" />
<col style="width: 12%" />
<col style="width: 7%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h5 id="continental">Continental</h5></td>
<td>22,129</td>
<td>287</td>
<td>9,291,544</td>
<td><strong>0.31</strong></td>
<td></td>
<td>18,788</td>
<td>140</td>
<td>8,677,516</td>
<td><strong>0.16</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>2</td>
<td><em><strong>Northwest</strong></em></td>
<td>24,308</td>
<td>439</td>
<td>11,295,585</td>
<td><strong>0.39</strong></td>
<td></td>
<td>28,884</td>
<td>250</td>
<td>11,591,474</td>
<td><strong>0.22</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>3</td>
<td><em><strong>American</strong></em></td>
<td>70,213</td>
<td>848</td>
<td>16,579,667</td>
<td><strong>0.51</strong></td>
<td></td>
<td>57,780</td>
<td>713</td>
<td>17,402,678</td>
<td><strong>0.41</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>Alaska</strong></em></td>
<td>7,419</td>
<td>233</td>
<td>3,063,929</td>
<td><strong>0.76</strong></td>
<td></td>
<td>8,326</td>
<td>518</td>
<td>2,850,128</td>
<td><strong>1.82</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>US Airways</strong></em></td>
<td>18,744</td>
<td>1,195</td>
<td>12,764,898</td>
<td><strong>0.94</strong></td>
<td></td>
<td>22,251</td>
<td>352</td>
<td>12,991,026</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>6</td>
<td><em><strong>United</strong></em></td>
<td>41,061</td>
<td>2,142</td>
<td>18,337,778</td>
<td><strong>1.17</strong></td>
<td></td>
<td>36,933</td>
<td>1,124</td>
<td>17,699,804</td>
<td><strong>0.64</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>Southwest</strong></em></td>
<td>17,303</td>
<td>1,938</td>
<td>14,606,789</td>
<td><strong>1.33</strong></td>
<td></td>
<td>18,956</td>
<td>2,430</td>
<td>13,245,641</td>
<td><strong>1.83</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>11,702</td>
<td>670</td>
<td>4,367,732</td>
<td><strong>1.53</strong></td>
<td></td>
<td>14,218</td>
<td>526</td>
<td>4,261,813</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>TWA</strong></em></td>
<td>14,884</td>
<td>1,409</td>
<td>5,510,325</td>
<td><strong>2.56</strong></td>
<td></td>
<td>19,507</td>
<td>2,376</td>
<td>5,442,487</td>
<td><strong>4.37</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>54,835</td>
<td>8,144</td>
<td>24,465,503</td>
<td><strong>3.33</strong></td>
<td></td>
<td>64,690</td>
<td>2,736</td>
<td>23,937,587</td>
<td><strong>1.14</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></td>
<td><strong>TOTAL</strong></td>
<td><strong>282,598</strong></td>
<td><strong>17,305</strong></td>
<td><strong>120,283,750</strong></td>
<td><strong>1.44</strong></td>
<td></td>
<td><strong>290,333</strong></td>
<td><strong>11,165</strong></td>
<td><strong>118,100,154</strong></td>
<td><strong>0.95</strong></td>
</tr>
</tbody>
</table>

Note: Totals for January thru March 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 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. The number of disability complaints for each airline
in the Reservations/Ticketing/Boarding/Disability

category is shown separately in the year-to-date (YTD) reports.

**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
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, cargo companies, etc. The number of disability
complaints for each airline or company in the
Reservations/Ticketing/Boarding/Disability category is shown separately
in the year-to-date (YTD) reports.

**Airline Rankings**: Table 6 (Table 5 in YTD reports) 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

JUNE 1999 JUNE 1998

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 1142 42 1 43 635 42 2 41

FOREIGN AIRLINES 104 0 1 1 46 0 0 1

CARGO COMPANIES 1 0 0 0 0 0 0 0

TRAVEL AGENTS 2 0 0 0 0 0 0 0

TOUR OPERATORS 46 1 0 0 17 0 0 0

MISCELLANEOUS 37 4 0 6 11 4 0 10

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

INDUSTRY TOTALS 1332 47 2 50 709 46 2 52

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

JUNE 1999 JUNE 1998

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 476 1 195

DELAYS\...\...\...\.... 178 62

CANCELLATIONS\...\... 163 70

MISCONNECTIONS\..... 58 28

CUSTOMER SERVICE\...\..... 2 244 2 142

BAGGAGE\...\...\...\...\..... 3 178 4 92

RES/TKTG/BRDNG/DISABILITY 4 169 3 116

> DISABILITY\...\.... 36 30

REFUNDS\...\...\...\...\..... 5 68 5 60

OTHER\...\...\...\...\...\.... 6 63 7 32

FREQUENT FLYER\..... 33 19

OVERSALES\...\...\...\...\... 7 59 6 42

FARES\...\...\...\...\...\.... 8 45 8 24

TOURS\...\...\...\...\...\.... 9 26 10 2

ADVERTISING\...\...\...\.... 10 2 9 3

CREDIT\...\...\...\...\...\... 11 1 12 0

SMOKING\...\...\...\...\..... 12 1 11 1

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

COMPLAINT TOTAL 1332 709

\* 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

JUNE 1999

U.S. AIRLINES FLIGHT OVER- RES/TKTG/BRDNG/ CUSTOMER ADVER-

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

ACCESS AIR 6 0 1 0 0 1 3 0 0 0 0 0 11

AIRTRAN AIRWAYS 15 3 6 0 0 1 5 0 0 0 0 1 31

ALASKA AIRLINES 9 0 5 1 1 3 6 0 0 0 0 1 26

AMERICA WEST AIRLINES 5 1 5 1 0 4 3 0 0 0 0 0 19

AMERICAN AIRLINES 97 8 26 6 12 31 41 0 0 0 0 7 228

AMERICAN EAGLE 1 0 1 0 0 1 2 0 0 0 0 0 5

AMERICAN TRANS AIR 2 0 1 0 0 2 1 0 0 0 0 1 7

CONTINENTAL AIRLINES 18 6 8 7 0 10 15 0 0 0 0 0 64

DELTA AIR LINES 43 1 17 7 9 13 28 0 1 0 0 9 128

EASTWIND AIRLINES 9 0 1 0 6 0 0 0 0 0 0 0 16

FRONTIER AIRLINES 2 0 1 0 0 0 1 0 0 0 0 2 6

KIWI AIRLINES 3 0 1 0 12 0 0 0 0 0 0 0 16

LAKER AIRWAYS 4 0 0 0 0 3 4 0 0 0 0 0 11

MIDWAY AIRLINES 3 0 0 0 0 0 1 0 0 0 0 1 5

NORTHWEST AIRLINES 39 2 12 4 6 16 15 0 0 0 0 8 102

RENO AIR 5 0 0 0 1 2 2 0 0 0 0 0 10

SOUTHWEST AIRLINES 7 1 2 2 0 2 3 0 0 0 0 0 17

SPIRIT AIRLINES 13 5 2 0 0 4 6 0 0 0 0 5 35

TOWER AIR 1 3 3 1 0 0 3 0 0 0 0 0 11

TRANS STATES AIRLINES 2 0 1 0 0 1 1 0 0 0 0 0 5

TRANS WORLD AIRLINES 22 5 12 1 2 12 11 0 0 0 0 5 70

UNITED AIRLINES 53 12 25 8 4 26 32 0 0 0 0 7 167

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

US AIRWAYS 52 3 10 3 4 11 17 0 0 0 0 4 104

VANGUARD AIRLINES 1 1 1 0 0 0 1 0 0 0 0 1 5

OTHER U.S. AIRLINES 16 3 2 1 1 4 7 0 0 0 0 1 35

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

JUNE 1999 432 55 144 42 58 148 209 0 1 0 0 53 1142

\% OF TOTAL COMPLAINTS 37.8 4.8 12.6 3.7 5.1 13.0 18.3 0.0 0.1 0.0 0.0
4.6

JUNE 1998 185 35 101 20 50 78 132 1 2 0 1 30 635

\% OF TOTAL COMPLAINTS 29.1 5.5 15.9 3.1 7.9 12.3 20.8 0.2 0.3 0.0 0.2
4.7

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

JUNE 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 JUNE JUNE PERCENT MAY PERCENT MONTHS PERCENT
DATE PERCENT

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

ACCESS AIR 11 4 36.36 3 27.27 0 0.00 4 36.36

AIRTRAN AIRWAYS 31 4 12.90 7 22.58 18 58.06 2 6.45

ALASKA AIRLINES 26 8 30.77 12 46.15 5 19.23 1 3.85

AMERICA WEST AIRLINES 19 3 15.79 9 47.37 6 31.58 1 5.26

AMERICAN AIRLINES 228 51 22.37 65 28.51 102 44.74 10 4.39

AMERICAN EAGLE 5 1 20.00 0 0.00 3 60.00 1 20.00

AMERICAN TRANS AIR 7 1 14.29 5 71.43 1 14.29 0 0.00

CONTINENTAL AIRLINES 64 16 25.00 21 32.81 22 34.38 5 7.81

DELTA AIR LINES 128 24 18.75 42 32.81 56 43.75 6 4.69

EASTWIND AIRLINES 16 6 37.50 8 50.00 0 0.00 2 12.50

FRONTIER AIRLINES 6 2 33.33 4 66.67 0 0.00 0 0.00

KIWI AIRLINES 16 0 0.00 1 6.25 9 56.25 6 37.50

LAKER AIRWAYS 11 3 27.27 5 45.45 3 27.27 0 0.00

MIDWAY AIRLINES 5 0 0.00 0 0.00 5 100.00 0 0.00

NORTHWEST AIRLINES 102 21 20.59 30 29.41 44 43.14 7 6.86

RENO AIR 10 1 10.00 4 40.00 4 40.00 1 10.00

SOUTHWEST AIRLINES 17 8 47.06 8 47.06 1 5.88 0 0.00

SPIRIT AIRLINES 35 8 22.86 6 17.14 18 51.43 3 8.57

TOWER AIR 11 3 27.27 4 36.36 4 36.36 0 0.00

TRANS STATES AIRLINES 5 1 20.00 0 0.00 4 80.00 0 0.00

TRANS WORLD AIRLINES 70 22 31.43 19 27.14 28 40.00 1 1.43

UNITED AIRLINES 167 43 25.75 44 26.35 74 44.31 6 3.59

UNITED EXPRESS 8 1 12.50 3 37.50 4 50.00 0 0.00

US AIRWAYS 104 25 24.04 27 25.96 46 44.23 6 5.77

VANGUARD AIRLINES 5 0 0.00 0 0.00 4 80.00 1 20.00

OTHER U.S. AIRLINES 35 6 17.14 7 20.00 18 51.43 4 11.43

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

TOTALS 1142 262 22.94 334 29.25 479 41.94 67 5.87

PRIOR YEAR\'S TOTALS 635 145 22.83 207 32.60 269 42.36 14 2.20

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

JUNE 1999

FLIGHT OVER- RES/TKTG/BRDNG/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

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

AIR FRANCE 4 0 3 1 0 2 1 0 0 0 0 1 12

BRITISH AIRWAYS 1 2 3 0 0 3 5 0 0 0 0 2 16

IBERIA AIRLINES 4 0 1 0 0 1 0 0 0 0 0 0 6

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

SABENA 1 0 1 0 0 1 2 0 0 0 0 1 6

OTHER FOREIGN AIRLINES 8 1 4 2 4 15 15 1 0 0 3 1 54

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

TOTAL 21 3 14 3 4 24 26 1 0 0 3 5 104

CARGO COMPANIES

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

OTHER CARGO COMPANIES 0 0 0 0 0 1 0 0 0 0 0 0 1

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

TOTAL 0 0 0 0 0 1 0 0 0 0 0 0 1

TRAVEL AGENTS

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

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

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

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

TOUR OPERATORS

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

SUNJET INT\'L SALES 13 0 2 0 2 2 2 0 1 0 14 1 37

OTHER TOUR OPERATORS 1 0 2 0 1 0 2 0 0 0 2 1 9

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

TOTAL 14 0 4 0 3 2 4 0 1 0 16 2 46

MISCELLANEOUS

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

OTHER MISCELLANEOUS 9 1 6 0 3 3 4 0 0 1 7 3 37

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

TOTAL 9 1 6 0 3 3 4 0 0 1 7 3 37

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

####  JUNE

***Consumer Complaints: Rankings***

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

  ----- --------- ------------------------- --- --------------------------
                  ***JUNE 1999***               ***JUNE 1998***

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

<table style="width:100%;">
<colgroup>
<col style="width: 9%" />
<col style="width: 10%" />
<col style="width: 11%" />
<col style="width: 14%" />
<col style="width: 12%" />
<col style="width: 4%" />
<col style="width: 10%" />
<col style="width: 11%" />
<col style="width: 0%" />
<col style="width: 13%" />
</colgroup>
<tbody>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td></td>
<td></td>
<td></td>
<td colspan="2"><em><strong>COMPLAINTS</strong></em></td>
</tr>
<tr class="even">
<td><h2 id="june-99">JUNE ‘99</h2></td>
<td></td>
<td></td>
<td><em><strong>SYSTEMWIDE</strong></em></td>
<td><em><strong>PER 100,000</strong></em></td>
<td></td>
<td></td>
<td><em><strong>SYSTEMWIDE</strong></em></td>
<td colspan="2"><em><strong>PER 100,000</strong></em></td>
</tr>
<tr class="odd">
<td><h2 id="rank">RANK</h2></td>
<td><em><strong>AIRLINE</strong></em></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td colspan="2"><em><strong>ENPLANEMENTS</strong></em></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
</tr>
</tbody>
</table>

+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 1  | #     | 17  | 5        | **0   |     | 9   | 5,3    | **     |
|    | ##### |     | ,763,968 | .29** |     |     | 03,754 | 0.17** |
|    |  Sout |     |          |       |     |     |        |        |
|    | hwest |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 2  | ***Am | 19  | 1        | **1   |     | 25  | 1,5    | **     |
|    | erica |     | ,661,782 | .14** |     |     | 97,877 | 1.56** |
|    | We    |     |          |       |     |     |        |        |
|    | st*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 3  | *     | 128 | 9        | **1   |     | 56  | 9,3    | **     |
|    | **Del |     | ,402,528 | .36** |     |     | 56,687 | 0.60** |
|    | ta*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 4  | **    | 64  | 3        | **1   |     | 44  | 3,6    | **     |
|    | *Cont |     | ,791,489 | .69** |     |     | 19,216 | 1.22** |
|    | inent |     |          |       |     |     |        |        |
|    | al*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 5  | ***No | 102 | 5        | **1   |     | 112 | 4,7    | **     |
|    | rthwe |     | ,168,516 | .97** |     |     | 76,602 | 2.34** |
|    | st*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 6  | **    | 26  | 1        | **2   |     | 2   | 1,1    | **     |
|    | *Alas |     | ,235,528 | .10** |     |     | 75,144 | 0.17** |
|    | ka*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 7  | ***US | 104 | 4        | **2   |     | 41  | 5,0    | **     |
|    | Airwa |     | ,928,747 | .11** |     |     | 71,530 | 0.81** |
|    | ys*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 8  | **    | 168 | 7        | **2   |     | 88  | 7,7    | **     |
|    | *Unit |     | ,650,808 | .20** |     |     | 49,885 | 1.14** |
|    | ed*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 9  | ***T  | 70  | 2        | **2   |     | 34  | 2,2    | **     |
|    | W     |     | ,394,785 | .92** |     |     | 11,188 | 1.54** |
|    | A***  |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
| 10 | ***A  | 228 | 7        | **3   |     | 62  | 7,1    | **     |
|    | meric |     | ,097,645 | .21** |     |     | 62,372 | 0.87** |
|    | an*** |     |          |       |     |     |        |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+
|    | **TO  | *   | **49,0   | **1   |     | *   | **     | **     |
|    | TAL** | *92 | 95,796** | .89** |     | *47 | 48,024 | 0.98** |
|    |       | 6** |          |       |     | 3** | ,255** |        |
+----+-------+-----+----------+-------+-----+-----+--------+--------+

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

TABLE 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

JANUARY 1999 THRU JUNE 1999 JANUARY 1998 THRU JUNE 1998

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 6582 343 12 300 3681 218 10 369

FOREIGN AIRLINES 554 5 1 11 444 3 0 12

CARGO COMPANIES 1 0 0 0 2 0 0 0

TRAVEL AGENTS 12 0 0 0 6 0 0 0

TOUR OPERATORS 285 2 0 1 182 0 1 3

MISCELLANEOUS 261 45 0 56 135 43 0 66

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

INDUSTRY TOTALS 7695 395 13 368 4450 264 11 450

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

JANUARY 1999 THRU JUNE 1999 JANUARY 1998 THRU JUNE 1998

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 2630 1 1065

DELAYS\...\...\...\.... 892 286

CANCELLATIONS\...\... 928 390

MISCONNECTIONS\..... 317 125

CUSTOMER SERVICE\...\..... 2 1383 2 891

BAGGAGE\...\...\...\...\..... 3 1163 3 665

RES/TKTG/BRDNG/DISABILITY 4 946 4 624

DISABILITY\...\...\... 215 160

REFUNDS\...\...\...\...\..... 5 486 5 388

OVERSALES\...\...\...\...\... 6 349 6 279

OTHER\...\...\...\...\...\.... 7 348 7 253

FREQUENT FLYER\..... 181 124

FARES\...\...\...\...\...\.... 8 266 8 167

TOURS\...\...\...\...\...\.... 9 77 9 72

ADVERTISING\...\...\...\.... 10 35 10 40

SMOKING\...\...\...\...\..... 11 9 11 6

CREDIT\...\...\...\...\...\... 12 3 12 0

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

COMPLAINT TOTAL 7695 4450

\* 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 THRU JUNE 1999

U.S. AIRLINES FLIGHT OVER- RES/TKTG/BRDNG CUSTOMER ADVER-

A L P H A B E T I C A L PROBLEMS SALES (DISABILITY)**\*** FARES REFUNDS
BAGGAGE SERVICE SMOKING TISING CREDIT TOURS OTHER TOTAL

ACCESS AIR 9 0 1 0 0 1 3 0 0 0 0 0 14

AIRTRAN AIRWAYS 42 9 9 (1) 1 3 12 18 0 0 0 0 4 98

ALASKA AIRLINES 22 3 19 (4) 2 7 10 22 0 0 0 0 3 88

AMERICA WEST AIRLINES 66 7 27 (7) 7 11 23 39 0 0 0 0 7 187

AMERICAN AIRLINES 411 49 114 (23) 36 53 158 198 0 4 1 5 38 1067

AMERICAN EAGLE 20 4 5 0 1 6 5 0 0 0 0 1 42

AMERICAN TRANS AIR 24 5 12 (3) 1 1 12 17 0 0 0 2 2 76

ATLANTIC SOUTHEAST AIRLINES 8 5 2 (1) 1 0 5 5 0 0 0 0 0 26

COMAIR 5 2 0 0 0 4 3 1 0 0 0 1 16

CONTINENTAL AIRLINES 111 20 40 (8) 17 7 57 77 0 1 0 2 8 340

DELTA AIR LINES 204 30 128 (23) 35 32 79 152 0 4 0 1 64 729

EASTWIND AIRLINES 103 9 17 (1) 3 14 17 20 0 1 0 0 0 184

FALCON AIR EXPRESS 5 0 1 0 0 3 2 0 0 0 0 0 11

FRONTIER AIRLINES 6 0 5 (3) 1 1 0 2 0 0 0 0 3 18

HAWAIIAN AIRLINES 7 2 1 1 2 2 5 0 0 0 0 4 24

HORIZON AIRLINES 7 1 5 (4) 0 1 1 2 0 1 0 0 1 19

KIWI AIRLINES 123 12 11 (1) 0 132 31 17 0 2 0 2 3 333

LAKER AIRWAYS 13 0 0 0 0 4 5 0 0 0 0 1 23

MIDWAY AIRLINES 8 1 4 1 0 2 1 0 1 0 0 1 19

NORTHWEST AIRLINES 253 11 85 (19) 28 35 112 134 0 3 0 1 43 705

PAN AM 8 0 1 0 5 3 1 0 0 0 2 0 20

RENO AIR 14 9 10 (1) 2 8 3 11 0 0 0 0 0 57

RYAN INTERNATIONAL AIRLINES 10 0 0 0 1 3 3 0 0 0 0 2 19

SKY TREK AIRLINES 25 0 0 0 0 28 2 0 0 0 3 0 58

SOUTHWEST AIRLINES 18 3 17 (4) 5 5 20 21 0 1 0 0 2 92

SPIRIT AIRLINES 47 9 7 (1) 6 3 18 16 0 1 0 1 7 115

SUN COUNTRY AIRLINES 5 0 0 0 0 4 2 0 0 0 0 0 11

TOWER AIR 34 14 17 (1) 2 4 10 24 0 0 0 0 2 107

TRANS STATES AIRLINES 10 2 4 0 1 5 2 0 0 0 0 0 24

TRANS WORLD AIRLINES 107 20 36 (6) 11 13 49 65 0 0 0 0 19 320

TRANS WORLD EXPRESS 10 1 0 0 0 3 7 0 0 0 0 1 22

UNITED AIRLINES 221 36 114 (37) 37 31 161 183 0 2 1 0 32 818

UNITED EXPRESS 23 5 4 1 2 9 9 0 0 0 0 3 56

US AIRWAYS 256 24 81 (31) 22 24 100 122 1 0 0 0 29 659

US AIRWAYS EXPRESS 4 0 2 (1) 1 0 0 2 0 0 0 0 1 10

VANGUARD AIRLINES 20 8 19 6 6 7 7 0 7 0 1 3 84

WINAIR 6 0 1 1 0 0 4 0 0 0 0 1 13

OTHER U.S. AIRLINES 31 5 6 (3) 1 9 8 12 0 1 0 1 4 78

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

JANUARY THRU JUNE '99 2296 306 805 (183) 229 412 970 1220 2 29 2 21 290
6582

\% OF TOTAL COMPLAINTS 34.9 4.6 12.2 3.5 6.3 14.7 18.5 0.0 0.4 0.0 0.3
4.4

JANUARY THRU JUNE '98 940 210 513 (144) 131 324 524 775 3 29 0 13 219
3681

\% OF TOTAL COMPLAINTS 25.5 5.7 13.9 3.6 8.8 14.2 21.1 0.1 0.8 0.0 0.4
5.9

\* THE NUMBER IN ( ) INDICATES THE NUMBER OF DISABILITY COMPLAINTS
INCLUDED WITHIN THE RES/TKTG/BOARDING/DISABILITY CATEGORY.

AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 10 OR MORE COMPLAINTS
AGAINST THEM DURING THE REPORTING PERIOD.

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

TABLE 4

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S.AIRLINES

BY COMPLAINT CATEGORY

JANUARY 1999 THRU JUNE 1999

FLIGHT OVER- RES/TKTG/BRDNG CUSTOMER ADVER-

PROBLEMS SALES (DISABILITY)**\*** FARES REFUNDS BAGGAGE SERVICE SMOKING
TISING CREDIT TOURS OTHER TOTAL

FOREIGN AIRLINES

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

AIR ARUBA 13 2 1 0 0 5 4 0 0 0 0 3 28

AIR CANADA 7 1 4 (1) 0 2 3 4 0 0 0 0 1 22

AIR FRANCE 11 1 3 1 2 14 5 0 0 0 0 3 40

AIR NEW ZEALAND 3 0 0 0 1 3 3 0 0 0 0 0 10

ALITALIA AIRLINES 4 2 1 0 1 5 2 3 0 0 0 1 19

AVENSA 1 2 0 0 0 1 3 0 0 0 4 0 11

BRITISH AIRWAYS 11 4 11 (2) 2 6 13 18 0 1 0 0 5 71

CANADIAN AIRLINES INTL 0 0 3 0 1 2 2 0 0 0 0 2 10

IBERIA AIRLINES 5 0 3 1 1 5 2 2 0 0 0 0 19

KLM 8 0 8 (2) 1 0 5 8 0 0 0 0 2 32

LACSA 2 2 1 0 0 6 0 0 0 0 0 0 11

LUFTHANSA 5 1 2 (1) 2 2 5 7 0 0 0 0 0 24

MEXICANA 6 6 2 (1) 2 0 2 12 0 0 0 0 0 30

SABENA 2 0 1 (1) 0 0 3 3 0 0 0 0 1 10

TACA INTERNATIONAL AIRLIN 3 4 2 0 0 6 2 0 0 0 0 0 17

VIRGIN ATLANTIC 2 1 3 1 1 3 5 0 0 0 0 1 17

OTHER FOREIGN AIRLINES 39 5 22 (1) 1 20 60 22 1 2 0 4 7 183

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

TOTAL 122 31 67 (9) 11 37 141 102 6 3 0 8 26 554

CARGO COMPANIES

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

OTHER CARGO COMPANIES 0 0 0 0 0 1 0 0 0 0 0 0 1

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

TOTAL 0 0 0 0 0 1 0 0 0 0 0 0 1

TRAVEL AGENTS

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

OTHER TRAVEL AGENTS 0 0 5 2 4 0 1 0 0 0 0 0 12

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

TOTAL 0 0 5 2 4 0 1 0 0 0 0 0 12

TOUR OPERATORS

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

APPLE VACATIONS 3 0 0 0 0 1 5 0 0 0 4 1 14

MYRTLE BEACH JET EXPRESS 8 0 1 0 0 0 0 0 0 0 2 0 11

SUNJET INT\'L SALES 131 4 17 (4) 3 11 13 29 0 2 0 16 1 227

OTHER TOUR OPERATORS 10 1 6 (1) 1 2 0 4 0 0 0 8 1 33

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

TOTAL 152 5 24 (5) 4 13 14 38 0 2 0 30 3 285

MISCELLANEOUS

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

OTHER MISCELLANEOUS 60 7 45 (18) 20 20 37 22 1 1 1 18 29 261

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

TOTAL 60 7 45 (18) 20 20 37 22 1 1 1 18 29 261

\* THE NUMBER IN ( ) INDICATES THE NUMBER OF DISABILITY COMPLAINTS
INCLUDED WITHIN THE RES/TKTG/BOARDING/DISABILITY CATEGORY.

COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 10 OR MORE COMPLAINTS
AGAINST THEM DURING THE REPORTING PERIOD.

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

\'OTHER CARGO COMPANIES\', ETC.

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

TABLE 5

####  JANUARY-JUNE

***Consumer Complaints: Rankings***

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

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

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

+-----+------+-------+---------+-------+---+-------+--------+--------+
|     |      |       |         | *     |   |       |        | ***C   |
|     |      |       |         | **COM |   |       |        | OMPLAI |
|     |      |       |         | PLAIN |   |       |        | NTS*** |
|     |      |       |         | TS*** |   |       |        |        |
+-----+------+-------+---------+-------+---+-------+--------+--------+
| #   |      |       | **      | *     |   |       | ***S   | ***PER |
| # J |      |       | *SYSTEM | **PER |   |       | YSTEMW | 100,   |
| AN. |      |       | WIDE*** | 100,0 |   |       | IDE*** | 000*** |
| -JU |      |       |         | 00*** |   |       |        |        |
| NE  |      |       |         |       |   |       |        |        |
+-----+------+-------+---------+-------+---+-------+--------+--------+
| ##  | *    | *     | ***E    | ***   |   | *     | ***ENP | ***ENP |
|  RA | **AI | **COM | NPLANEM | ENPLA |   | **COM | LANEME | LANEME |
| NK  | RLIN | PLAIN | ENTS*** | NEMEN |   | PLAIN | NTS*** | NTS*** |
| {#r | E*** | TS*** |         | TS*** |   | TS*** |        |        |
| ank |      |       |         |       |   |       |        |        |
| -1} |      |       |         |       |   |       |        |        |
+-----+------+-------+---------+-------+---+-------+--------+--------+

+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 1  | #     | 92  | 31       | **0   |     | 69  | 28       | **0   |
|    | ##### |     | ,563,884 | .29** |     |     | ,780,481 | .24** |
|    |  Sout |     |          |       |     |     |          |       |
|    | hwest |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 2  | **    | 88  | 6        | **1   |     | 24  | 6        | **0   |
|    | *Alas |     | ,510,866 | .35** |     |     | ,182,099 | .39** |
|    | ka*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 3  | *     | 729 | 52       | **1   |     | 362 | 52       | **0   |
|    | **Del |     | ,579,700 | .39** |     |     | ,117,547 | .69** |
|    | ta*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 4  | **    | 340 | 21       | **1   |     | 154 | 20       | **0   |
|    | *Cont |     | ,494,096 | .58** |     |     | ,352,295 | .76** |
|    | inent |     |          |       |     |     |          |       |
|    | al*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 5  | **    | 818 | 41       | **1   |     | 513 | 41       | **1   |
|    | *Unit |     | ,856,100 | .95** |     |     | ,267,423 | .24** |
|    | ed*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 6  | ***Am | 187 | 8        | **2   |     | 132 | 8        | **1   |
|    | erica |     | ,986,525 | .08** |     |     | ,792,205 | .50** |
|    | We    |     |          |       |     |     |          |       |
|    | st*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 7  | ***US | 659 | 27       | **2   |     | 193 | 28       | **0   |
|    | Airwa |     | ,792,809 | .37** |     |     | ,673,040 | .67** |
|    | ys*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 8  | ***T  | 320 | 12       | **2   |     | 135 | 12       | **1   |
|    | W     |     | ,584,587 | .54** |     |     | ,093,360 | .12** |
|    | A***  |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 9  | ***No | 705 | 26       | **2   |     | 471 | 26       | **1   |
|    | rthwe |     | ,928,805 | .62** |     |     | ,399,689 | .78** |
|    | st*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
| 10 | ***A  | 1,  | 38       | **2   |     | 414 | 40       | **1   |
|    | meric | 067 | ,943,812 | .74** |     |     | ,213,907 | .03** |
|    | an*** |     |          |       |     |     |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+
|    | **TO  | **5 | **269,2  | **1   |     | **2 | **264,8  | **0   |
|    | TAL** | ,00 | 41,184** | .86** |     | ,46 | 72,046** | .93** |
|    |       | 5** |          |       |     | 7** |          |       |
+----+-------+-----+----------+-------+-----+-----+----------+-------+

> 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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