+---------------------------------+------------------------------------+
| ![](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: January 2000**                 |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays November 1999            |
|                           | >                                        |
|                           | > 12 Months Ending November 1999         |
|                           | >                                        |
|                           | > Mishandled Baggage November 1999       |
|                           | >                                        |
|                           | > Oversales 3rd Quarter 1999             |
|                           | >                                        |
|                           | > January-September 1999                 |
|                           | >                                        |
|                           | > Consumer Complaints November 1999      |
|                           | >                                        |
|                           | > Disability Complaints November 1999    |
+---------------------------+------------------------------------------+

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

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

**Section Page**

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

***Flight Delays***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

**Section Page**

***Mishandled Baggage***

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

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

***Oversales***

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

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

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

***Consumer Complaints***

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

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

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

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

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

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

**[INTRODUCTION]{.underline}**

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

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

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

NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA

Flight delays can be caused by a variety of factors, for example: severe
weather, aircraft maintenance, runway closures, customer service issues,
air traffic control system decisions and equipment failures. The data on
which this report is based do not identify the cause, only the
occurrence, of flight delays.

![](media/image5.wmf)

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

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

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

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

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

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

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

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

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

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

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

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

NOVEMBER 1999

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER\*

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

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

NUMBER OF PERCENT OF NUMBER OF PERCENT OF

AIRPORTS ARRIVALS AIRPORTS ARRIVALS

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

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

TWA S/ 29 89.7 78 89.7

NORTHWEST S/ 29 88.0 115 88.1

DELTA S/ 29 83.2 114 83.7

AMERICAN S/ 29 83.6 93 83.2

CONTINENTAL S/ 28 80.5 75 81.4

UNITED S/ 29 80.8 101 81.2

SOUTHWEST S/ 14 77.1 56 78.9

US AIRWAYS S/ 25 78.4 88 78.2

ALASKA S/ 7 70.0 34 69.2

AMERICA WEST S/ 26 69.6 50 69.1

T O T A L 81.4 81.4

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

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

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

NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA

Flight delays can be caused by a variety of factors, for example: severe
weather, aircraft maintenance, runway closures, customer service issues,
air traffic

control system decisions and equipment failures. The data on which this
report is based do not identify the cause, only the occurrence, of
flight delays.

NOVEMBER 1999

AIR TRAVEL CONSUMER REPORT

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

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

12 MONTHS

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

CARRIER 10-12 1998 01-03 1999 04-06 1999 07-09 1999 09 1999 10 1999 11
1999 11 1999 09 1987 - 11 1999

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

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

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

ALASKA 67.1 (10) 69.6 (9) 72.5 (7) 72.0 (8) 79.4 (5) 78.0 (8) 69.2 (9)
70.4 (8) 77.3 (9)

AMERICA WEST 68.1 (9) 74.1 (7) 72.3 (8) 62.7 (10) 65.8 (10) 66.8 (10)
69.1 (10) 68.7 (10) 79.8 (3)

AMERICAN 79.8 (6) 70.4 (8) 66.5 (10) 75.6 (5) 77.5 (7) 81.2 (4) 83.2 (4)
73.5 (7) 79.5 (4)

CONTINENTAL 82.1 (4) 78.3 (2) 74.2 (5) 74.0 (6) 78.8 (6) 80.1 (5) 81.4
(5) 76.8 (5) 78.4 (6)

DELTA 82.6 (3) 77.0 (3) 76.9 (4) 77.6 (4) 80.9 (4) 78.1 (7) 83.7 (3)
77.7 (4) 77.6 (8)

NORTHWEST 83.3 (2) 75.2 (5) 79.3 (1) 80.1 (3) 85.6 (2) 85.2 (2) 88.1 (2)
79.6 (3) 79.9 (2)

SOUTHWEST 79.8 (5) 80.2 (1) 78.2 (2) 81.8 (2) 85.3 (3) 83.4 (3) 78.9 (7)
79.8 (2) 83.4 (1)

TWA 83.7 (1) 75.8 (4) 77.0 (3) 83.5 (1) 89.4 (1) 89.5 (1) 89.7 (1) 80.3
(1) 77.8 (7)

UNITED 76.7 (8) 74.6 (6) 71.3 (9) 72.4 (7) 76.0 (8) 79.5 (6) 81.2 (6)
74.0 (6) 76.6 (10)

US AIRWAYS 76.8 (7) 68.5 (10) 72.8 (6) 67.2 (9) 71.5 (9) 74.9 (9) 78.2
(8) 70.1 (9) 78.6 (5)

TOTAL 79.4 74.8 74.3 75.5 79.3 80.1 81.4 75.7 78.8

NOVEMBER 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 712 81.7 1340 75.7 238 76.1 207 87.0 89 91.0 925 83.2 551 87.5

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

CO 612 80.9 722 72.6 288 78.8 105 94.3 24 83.3 599 83.1 373 84.5

DL 18004 81.6 2145 78.6 373 71.3 261 85.4 5832 88.0 1330 85.7 592 87.5

HP 175 41.7 254 48.8 169 18.9 H/ H/ 58 75.9 205 70.2

NW 499 79.6 495 81.8 339 86.7 193 87.0 25 92.0 566 84.8 280 89.3

TW 196 84.7 263 82.1 177 88.7 113 92.0 113 82.3 277 88.1 172 93.6

UA 624 77.6 1251 79.5 324 77.8 146 82.2 159 80.5 492 81.1 8020 89.0

US 873 75.8 2549 73.6 2357 74.8 8849 85.4 H/ 2516 81.4 209 89.5

WN H/ H/ 2735 76.9 H/ H/ H/ H/

TOTAL 21695 80.9 9019 75.8 7000 75.3 9874 85.6 6242 87.8 6763 83.2 10402
88.4

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 14083 90.7 440 76.1 877 66.7 558 87.3 958 78.3 1010 71.5 2788 80.7

AS H/ H/ H/ H/ H/ 267 64.4 718 59.9

CO 623 83.1 309 81.6 6039 68.3 8122 88.6 H/ 474 86.3 631 88.9

DL 3642 89.2 318 76.7 952 66.4 355 84.8 946 80.7 800 91.0 1338 85.2

HP 202 60.9 146 51.4 264 40.9 177 54.8 206 40.3 2449 66.8 762 69.3

NW 444 86.5 9752 90.1 534 63.3 319 90.9 109 89.0 358 91.3 507 90.1

TW 278 90.3 233 86.7 170 68.2 115 89.6 926 84.0 179 92.2 293 90.1

UA 654 87.8 319 82.1 871 69.9 462 84.0 526 82.3 1148 78.1 5705 77.6

US 307 82.1 419 73.3 397 67.0 314 87.3 H/ 129 83.7 463 86.8

WN H/ 544 76.3 H/ 191 79.6 H/ 4285 78.5 3426 68.5

TOTAL 20233 89.6 12480 87.1 10104 67.1 10613 87.5 3671 79.1 11099 76.8
16631 77.0

NOVEMBER 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 1604 71.3 608 86.2 3121 84.3 494 81.0 8926 81.8 319 78.7 657 74.0

AS H/ H/ H/ 1443 81.2 H/

CO 431 69.4 559 84.6 365 83.0 208 82.7 591 79.7 86 69.8 242 71.1

DL 2113 75.7 2800 85.1 446 83.2 354 85.3 785 75.0 591 85.8 662 76.3

HP 29 72.4 64 31.3 60 46.7 148 65.5 234 56.0 177 78.5 142 31.0

NW 575 71.5 481 84.8 312 78.2 9227 91.8 759 83.7 149 75.8 453 77.7

TW 288 77.1 329 91.2 213 89.2 271 87.8 331 80.4 119 86.6 165 85.5

UA 835 74.5 639 82.8 519 77.8 626 83.7 11713 84.0 884 79.8 736 77.0

US 2417 65.7 1448 81.4 495 77.6 236 78.8 627 73.5 H/ 6375 71.0

WN H/ 1115 83.1 H/ H/ H/ 871 82.4 H/

TOTAL 8292 71.2 8043 83.8 5531 82.4 11564 89.8 23966 82.2 4639 81.2 9432
72.0

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 532 93.4 89 87.6 790 84.8 640 82.2 1235 70.3 178 91.0 348 85.1 447
88.4

AS 360 64.7 H/ 327 62.1 3344 70.4 535 62.2 H/ H/ H/

CO 291 84.9 104 82.7 259 87.6 289 77.2 404 74.3 87 94.3 132 85.6 431
85.2

DL 708 90.7 262 82.8 476 87.8 563 76.0 734 74.0 4515 88.9 293 84.0 952
80.6

HP 6257 80.2 H/ 266 62.8 208 74.0 330 50.9 125 75.2 59 47.5 60 38.3

NW 343 90.1 193 86.5 179 89.9 447 75.8 385 77.1 89 92.1 308 88.0 329
81.8

TW 198 91.4 162 85.8 148 90.5 198 92.4 208 83.7 89 93.3 9963 91.7 209
92.8

UA 949 78.2 171 76.6 1003 79.2 1226 73.7 6340 71.8 404 79.2 229 83.0 355
87.9

US 210 85.7 7381 82.3 148 85.8 178 67.4 354 76.0 288 81.3 1127 75.8

WN 4882 78.9 H/ 2231 73.8 1064 79.3 422 62.1 1015 78.9 2456 79.6 1168
82.4

TOTAL 14730 80.8 8362 82.5 5827 78.1 8157 74.5 10947 70.9 6502 86.7
14076 88.6 5078 81.6

NOVEMBER 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 64.0 80.2 13.3 73.6 85.2 J/ J/ 90.9 83.9 66.7 85.3 73.3
97.8 94.7 90.0 47.5

700 - 759 AM 89.7 78.6 89.3 90.4 89.1 90.5 95.2 94.9 91.5 81.8 82.4 70.7
92.7 91.6 91.0 91.2

800 - 859 AM 89.7 92.0 83.3 90.2 93.6 83.5 93.9 95.0 90.9 86.0 87.2 53.7
92.6 82.3 81.2 93.4

900 - 959 AM 82.2 88.7 86.4 87.2 84.0 88.5 93.7 93.0 90.8 90.0 88.4 80.0
89.8 81.3 85.3 92.9

1000 - 1059 AM 86.3 85.7 91.2 85.6 91.7 85.4 93.4 89.9 86.0 84.1 90.7
91.1 84.6 77.4 74.0 91.4

1100 - 1159 AM 85.6 83.6 87.3 89.5 88.9 89.0 89.8 89.9 87.9 85.9 93.7
79.3 81.0 75.3 78.4 86.8

1200 - 1259 PM 81.6 88.5 80.8 87.3 93.3 88.8 91.4 91.9 88.5 83.6 89.7 J/
77.7 73.6 77.6 88.0

100 - 159 PM 88.9 84.1 86.1 91.3 88.1 87.2 88.9 88.4 91.8 76.4 89.1 89.0
82.2 73.2 75.2 89.2

200 - 259 PM 83.4 82.7 81.5 87.1 94.6 85.9 87.1 88.8 89.9 70.6 87.8 80.2
75.0 78.5 71.1 89.0

300 - 359 PM 78.1 81.5 70.1 84.1 91.9 85.4 90.8 94.1 88.4 59.4 88.2 83.1
67.1 73.8 70.7 86.4

400 - 459 PM 75.2 72.6 68.9 84.2 87.6 82.6 89.2 89.1 84.9 55.4 87.4 82.7
76.3 73.8 72.2 84.3

500 - 559 PM 80.2 60.6 68.6 83.3 87.2 81.7 85.3 89.0 89.7 59.2 87.4 73.5
68.1 75.3 67.3 80.8

600 - 659 PM 78.8 65.7 67.2 81.6 82.4 77.4 84.9 88.9 86.0 49.2 83.0 77.5
71.5 74.1 58.4 82.0

700 - 759 PM 76.7 59.1 71.3 81.7 83.7 74.4 84.2 85.9 82.9 39.4 89.0 70.0
71.9 76.7 53.3 71.9

800 - 859 PM 77.0 62.1 62.7 72.9 J/ 77.2 83.0 85.1 87.9 53.1 86.5 75.2
67.5 79.9 56.7 77.1

900 - 959 PM 68.5 72.2 70.8 80.9 85.7 77.9 84.0 89.3 78.2 59.0 82.1 78.4
75.5 71.6 71.0 84.5

1000 - 1059 PM 78.3 69.4 65.1 93.8 76.1 79.0 71.7 84.8 89.4 64.0 84.8
83.8 69.0 75.6 70.2 74.1

1100 - 559 AM 78.3 79.5 70.0 82.4 85.5 79.6 83.2 84.9 81.1 76.2 77.4
82.2 70.9 79.3 74.5 78.6

TOTAL, ALL ARRIVALS,

BY AIRPORT 80.9 75.8 75.3 85.6 87.8 83.2 88.4 89.6 87.1 67.1 87.5 79.1
76.8 77.0 71.2 83.8

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 50.0 94.7 94.0 J/ 85.5 J/ 89.7 J/ 83.3 83.1 J/ 93.6 73.1
83.7

700 - 759 AM 100.0 95.0 92.1 98.8 85.3 92.3 90.8 87.7 94.4 91.6 90.6
95.5 93.3 91.0

800 - 859 AM 98.3 93.9 91.6 94.6 76.1 94.9 84.5 82.1 93.2 82.9 95.5 94.4
83.1 89.1

900 - 959 AM 90.4 92.8 89.3 92.3 75.7 87.1 88.7 83.2 87.7 76.8 91.0 93.5
87.7 87.9

1000 - 1059 AM 94.8 91.0 87.6 84.2 88.7 85.5 81.9 80.3 79.2 74.4 89.6
94.3 88.4 86.4

1100 - 1159 AM 81.0 92.6 85.6 86.5 83.2 88.1 84.6 90.7 77.8 69.6 92.3
88.0 85.5 85.4

1200 - 1259 PM 82.2 91.2 81.4 85.9 73.4 80.8 89.7 82.5 71.1 64.1 83.8
92.6 84.6 82.8

100 - 159 PM 92.1 91.6 79.2 78.0 82.7 81.7 86.1 80.4 77.4 62.2 88.0 92.2
85.2 84.3

200 - 259 PM 87.9 80.8 76.0 75.3 74.3 82.0 84.3 62.2 74.3 71.1 85.4 85.3
88.3 81.7

300 - 359 PM 86.1 90.6 81.6 77.6 75.0 80.3 86.0 83.0 77.1 66.7 84.9 89.6
84.0 81.6

400 - 459 PM 82.0 87.7 81.2 85.8 68.8 79.2 84.9 73.3 78.7 68.8 87.1 91.3
87.8 79.4

500 - 559 PM 74.5 86.9 78.2 73.3 69.6 76.1 72.5 74.6 75.0 66.5 89.4 81.0
80.1 78.3

600 - 659 PM 81.7 79.8 80.4 77.7 58.5 78.5 76.1 73.7 71.3 66.7 80.3 78.1
76.6 75.7

700 - 759 PM 73.6 88.8 77.4 79.5 61.1 77.8 77.9 71.7 62.2 72.4 86.0 86.1
73.8 77.6

800 - 859 PM 70.2 84.8 73.5 76.5 61.6 72.4 76.2 72.0 64.8 66.3 84.5 82.9
75.1 74.2

900 - 959 PM 79.4 88.5 76.2 75.5 74.3 76.4 75.2 76.2 68.0 66.7 82.2 85.1
68.4 77.5

1000 - 1059 PM 79.0 88.3 78.5 72.1 72.3 78.6 81.2 76.8 71.1 68.8 83.9
72.6 82.0 75.5

1100 - 559 AM 78.8 92.8 86.0 84.5 70.7 75.6 84.3 85.1 75.5 78.0 70.5
80.6 79.4 78.5

TOTAL, ALL ARRIVALS,

BY AIRPORT 82.4 89.8 82.2 81.2 72.0 80.8 82.5 78.1 74.5 70.9 86.7 88.6
81.6 81.4

NOVEMBER 1999

AIR TRAVEL CONSUMER REPORT

TABLE 4. PERCENTAGE OF ALL CARRIERS\' REPORTED FLIGHT OPERATIONS
DEPARTING ON TIME E/

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

DEPARTURE AIRPORT

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

DEPARTURE TIME ATL BOS BWI CLT CVG DCA DEN DFW DTW EWR IAH JFK LAS LAX
LGA MCO

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

600 - 659 AM 92.5 91.4 91.5 94.4 91.4 95.2 94.1 95.1 91.5 94.7 96.5 90.6
95.6 91.5 90.8 95.8

700 - 759 AM 93.1 90.3 90.3 94.0 93.5 93.6 95.3 93.2 91.8 92.7 91.4 88.4
91.9 92.8 91.6 95.5

800 - 859 AM 90.5 94.0 83.2 88.3 89.1 89.7 93.4 90.7 85.4 90.7 87.3 93.4
89.9 87.1 88.3 94.4

900 - 959 AM 88.6 90.9 85.3 88.8 93.6 90.3 93.7 90.3 89.0 86.5 86.3 90.5
84.4 81.8 86.3 95.6

1000 - 1059 AM 88.0 88.9 85.5 83.2 93.3 91.8 89.3 89.8 86.5 87.7 90.7
84.7 78.3 71.2 83.7 92.3

1100 - 1159 AM 84.5 87.3 82.6 86.9 91.9 92.7 91.2 86.8 83.8 89.9 90.7
92.4 76.7 72.4 85.9 88.8

1200 - 1259 PM 88.0 91.3 79.6 86.6 92.5 91.0 89.1 87.8 85.7 89.2 94.2
90.9 73.6 74.6 85.5 87.5

100 - 159 PM 87.1 89.6 78.6 85.1 96.7 94.0 91.9 88.9 86.4 84.7 91.8 88.0
76.8 73.2 79.5 88.4

200 - 259 PM 83.3 89.5 76.5 84.9 89.0 90.1 86.0 86.4 78.3 78.5 88.7 86.3
75.9 77.7 80.0 84.6

300 - 359 PM 84.9 79.9 79.6 81.7 90.3 90.4 89.8 88.1 84.2 74.6 86.3 89.3
68.0 70.9 75.5 87.4

400 - 459 PM 79.1 81.1 68.4 79.9 92.6 83.6 88.9 86.2 82.2 71.5 90.4 85.8
59.0 76.2 77.1 85.8

500 - 559 PM 79.1 74.2 67.0 84.3 86.7 86.1 89.4 87.9 82.4 63.7 86.2 83.7
67.3 71.7 75.3 86.0

600 - 659 PM 80.6 64.0 63.9 79.0 85.3 82.6 87.8 87.8 83.5 58.5 87.4 84.4
65.2 71.9 67.3 86.8

700 - 759 PM 79.4 70.6 61.5 84.0 86.5 82.1 87.0 86.5 83.3 56.6 86.6 79.9
65.4 66.8 66.1 83.8

800 - 859 PM 81.3 70.2 70.8 80.4 86.6 83.2 86.6 85.6 82.6 51.6 87.3 69.0
59.0 72.8 67.2 75.4

900 - 959 PM 85.0 58.4 55.9 79.3 88.2 85.7 88.0 88.9 88.4 48.1 91.1 86.9
68.3 72.9 71.8 80.5

1000 - 1059 PM 84.0 J/ 30.8 86.4 92.4 J/ J/ 88.9 87.6 70.8 60.0 92.9
75.0 84.7 J/ 100.0

1100 - 559 AM 87.1 94.8 95.0 82.1 J/ J/ 96.6 100.0 93.3 92.9 86.4 96.4
73.9 91.0 86.2 J/

TOTAL, ALL DEPARTURES,

BY AIRPORT 85.3 83.7 77.4 84.4 90.3 88.9 89.8 88.6 85.9 78.4 89.0 86.9
75.3 78.2 80.4 88.4

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 94.1 95.7 95.2 93.6 92.1 97.5 90.1 89.6 93.1 92.6 95.0 94.3
95.8 93.3

700 - 759 AM 89.9 93.6 92.2 91.1 92.2 92.4 85.4 89.3 86.5 89.8 96.6 94.6
91.6 91.8

800 - 859 AM 90.6 92.1 91.8 93.4 85.3 89.2 83.8 85.7 90.0 88.8 92.1 92.1
92.4 89.8

900 - 959 AM 90.6 92.4 91.8 76.4 78.8 88.2 85.3 82.2 84.4 79.6 93.9 93.0
91.6 88.0

1000 - 1059 AM 87.5 90.3 89.1 84.0 79.7 77.9 86.9 79.3 84.7 73.1 88.8
91.3 88.5 86.0

1100 - 1159 AM 87.2 89.6 88.0 84.4 88.3 77.1 83.9 76.3 75.5 79.1 91.0
89.9 87.4 85.1

1200 - 1259 PM 82.9 88.3 87.3 90.1 87.7 74.6 89.2 86.1 79.0 69.7 77.8
86.6 89.2 85.0

100 - 159 PM 86.4 88.1 86.9 84.2 80.4 74.1 89.7 80.4 78.0 71.4 85.2 89.6
86.2 84.1

200 - 259 PM 83.9 88.9 80.0 73.7 71.8 77.9 85.5 70.9 77.5 73.0 89.6 88.4
76.3 82.5

300 - 359 PM 78.4 89.3 78.2 76.7 73.8 70.6 75.5 76.1 77.1 73.7 82.8 87.3
92.4 81.2

400 - 459 PM 83.5 88.7 81.3 81.6 75.5 69.7 81.4 76.6 75.5 71.5 84.7 85.7
82.8 79.7

500 - 559 PM 77.2 86.8 79.4 73.7 69.4 69.1 78.3 67.8 74.0 69.0 88.7 88.2
83.8 78.7

600 - 659 PM 84.5 86.6 79.6 74.0 69.6 67.4 79.1 65.7 69.1 65.6 88.2 78.2
84.4 78.2

700 - 759 PM 80.9 86.5 78.9 77.0 66.1 71.7 76.0 58.9 62.2 67.2 76.3 86.8
84.6 76.1

800 - 859 PM 74.6 86.9 81.5 72.4 69.7 68.7 81.1 63.1 52.8 69.1 88.4 81.8
77.1 78.4

900 - 959 PM J/ J/ 80.5 74.4 67.8 69.0 J/ 67.2 67.9 67.5 80.2 81.3 79.3
78.1

1000 - 1059 PM J/ 91.8 85.8 J/ J/ 66.5 82.7 93.4 81.5 79.6 86.8 84.3
88.9 84.4

1100 - 559 AM 94.8 100.0 85.7 96.6 98.2 82.4 86.2 93.1 91.6 86.9 88.9
83.0 90.0 84.3

TOTAL, ALL DEPARTURES,

BY AIRPORT 84.9 89.5 85.2 84.0 77.1 76.3 83.2 78.8 79.5 76.8 88.0 87.7
86.9 83.7

NOVEMBER 1999

AIR TRAVEL CONSUMER REPORT

TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF THE
TIME OR MORE

> NUMBER OF PERCENTAGE OF FLIGHT
>
> FLIGHT ORIGIN-DESTIN. SCHEDULED OPERATIONS OPERATIONS ARRIVING NO. OF
> MIN. LATE
>
> CARRIER NUMBER AIRPORTS DEPARTURE TIME REPORTED 15 MINUTES LATE OR
> MORE D/ AVERAGE MEDIAN
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> HP 240 PHX-BWI 1027 30 93.33 60 38
>
> HP 880 LAS-FLL 2330 30 90.00 40 35
>
> US 2609 ATL-BOS 1820 26 88.46 41 28
>
> HP 243 LAS-BWI 1600 30 86.67 70 57
>
> HP 2248 LAS-BWI 2326 30 86.67 52 45
>
> HP 2774 LAS-PHL 1600 30 86.67 47 31
>
> HP 2569 LAS-TPA 2322 30 86.67 44 46
>
> US 536 CMH-PHL 1525 30 86.67 36 27
>
> HP 2246 PHX-BWI 1836 29 86.21 48 28
>
> CO 1766 GSO-EWR 1750 24 83.33 47 42
>
> WN 1243 TUS-LAX 1620 30 83.33 51 49
>
> WN 1013 LAX-TUS 1340 30 83.33 50 42
>
> AA 2704 LAX-LAS 1232 30 83.33 35 27
>
> HP 2682 PHX-EWR 1321 29 82.76 50 27
>
> WN 717 LAX-LAS 1535 29 82.76 32 29
>
> CO 20 BOS-EWR 1730 28 82.14 49 42
>
> HP 2139 LAS-JFK 0101 28 82.14 38 32
>
> HP 2616 PHX-ATL 1818 28 82.14 29 24
>
> HP 2118 DFW-LAS 2224 26 80.77 26 20
>
> CO 331 BOS-EWR 1800 20 80.00 48 34
>
> WN 1243 LAX-SMF 1705 30 80.00 52 46
>
> HP 711 IND-LAS 2206 30 80.00 44 34
>
> US 241 BWI-BOS 1859 30 80.00 43 37
>
> US 798 PIT-LGA 1742 30 80.00 35 26

NOVEMBER 1999

AIR TRAVEL CONSUMER REPORT

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

ARRIVING LATE 70% OF THE TIME OR MORE

NUMBER OF REGULARLY SCHEDULED FLIGHTS

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

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

CARRIER CARRIER REPORTED DATA NUMBER PERCENTAGE

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

AMERICA WEST 597 27 4.5

SOUTHWEST 2526 29 1.1

CONTINENTAL 1153 13 1.1

US AIRWAYS 2073 14 0.7

AMERICAN 2072 7 0.3

ALASKA 413 1 0.2

UNITED 2155 4 0.2

DELTA 2531 1 0.0

TWA 783 0 0.0

NORTHWEST 1510 0 0.0

TOTAL 15813 96 0.6

> NOVEMBER 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) 83.3 96.4 84 84 EL PASO, TX. (ELP) 83.8 86.4
> 1,971 1,973
>
> ALBANY, N.Y. (ALB) 81.5 89.4 910 905 ELMIRA, N.Y. (ELM) 80.4 87.5 112
> 112
>
> ALBUQUERQUE, N.M. (ABQ) 83.9 86.1 2,949 2,949 ERIE, PA. (ERI) 87.8
> 92.2 115 115
>
> ALLENTOWN, PA. (ABE) 79.4 87.4 514 514 EUGENE, OR. (EUG) 70.6 69.5 177
> 177
>
> AMARILLO, TX. (AMA) 83.9 89.7 378 378 FAIRBANKS, AK. (FAI) 74.2 83.1
> 391 391
>
> ANCHORAGE, AK. (ANC) 70.9 76.7 1,429 1,429 FARGO, N.D. (FAR) 87.6 94.4
> 233 233
>
> ASHEVILLE, N.C. (AVL) 87.5 92.5 120 120 FAYETTEVILLE, N.C. (FAY) 83.3
> 91.7 120 120
>
> ATLANTA, GA. (ATL) 80.9 85.3 21,695 21,744 FLINT, MI. (FNT) 85.6 91.1
> 90 90
>
> AUGUSTA, GA. (AGS) 88.9 93.3 90 90 FRESNO, CA. (FAT) 96.7 96.7 30 30
>
> AUSTIN, TX. (AUS) 85.3 90.1 3,598 3,599 FT. LAUDERDALE, FL. (FLL) 80.3
> 85.6 3,751 3,749
>
> BAKERSFIELD, CA. (BFL) 93.3 100.0 30 30 FT. MYERS, FL. (RSW) 84.7 89.6
> 1,053 1,050
>
> BALTIMORE, MD. (BWI) 75.3 77.4 7,000 6,997 FT. WAYNE, IN. (FWA) 95.8
> 95.8 24 24
>
> BARROW, AK. (BRW) 77.8 70.8 72 72 GRAND FORKS, N.D. (GFK) 90.9 96.6 88
> 88
>
> BATON ROUGE, LA. (BTR) 89.8 90.6 384 384 GRAND RAPIDS, MI. (GRR) 88.2
> 94.6 760 760
>
> BETHEL, AK. (BET) 57.8 56.6 83 83 GREAT FALLS, MT. (GTF) 89.9 91.7 208
> 206
>
> BILLINGS, MT. (BIL) 83.8 82.6 235 235 GREEN BAY, WI. (GRB) 87.5 94.3
> 192 192
>
> BINGHAMTON, N.Y. (BGM) 74.1 80.0 85 85 GREENSBORO/HIGH PT., N.C. (GSO)
> 77.7 84.1 1,239 1,238
>
> BIRMINGHAM, AL. (BHM) 87.4 89.1 1,631 1,628 GREENVILLE/SPARTBG., S.C.
> (GSP) 83.6 88.3 568 565
>
> BISMARCK, N.D. (BIS) 93.0 94.8 115 115 GULFPORT/BILOXI, MS. (GPT) 93.3
> 97.8 89 89
>
> BOISE, ID. (BOI) 80.3 84.8 928 927 HARLINGEN, TX. (HRL) 83.2 86.2 333
> 333
>
> BOSTON, MA. (BOS) 75.8 83.7 9,019 9,016 HARRISBURG, PA. (MDT) 79.6
> 87.7 619 619
>
> BOZEMAN, MT. (BZN) 86.6 95.0 119 119 HARTFORD, CT./SPGFLD, MA. (BDL)
> 82.7 89.4 3,088 3,088
>
> BRISTOL, TN. (TRI) 85.2 93.0 115 115 HELENA, MT. (HLN) 96.7 93.3 60 60
>
> BUFFALO, N.Y. (BUF) 74.7 81.7 1,491 1,490 HONOLULU, OAHU, HI. (HNL)
> 83.0 93.3 929 929
>
> BURBANK, CA. (BUR) 74.4 77.1 2,201 2,201 HOUSTON, TX. (HOU) 82.2 79.2
> 4,477 4,477
>
> BURLINGTON, VT. (BTV) 72.9 89.9 207 207 HOUSTON, TX. (IAH) 87.5 89.0
> 10,613 10,608
>
> CEDAR RAPIDS/IOWA CTY,IA. (CID) 89.9 93.5 415 415 HUNTSVILLE/DECATUR,
> AL. (HSV) 83.7 86.0 492 492
>
> CHARLESTON, S.C. (CHS) 82.1 89.5 553 553 INDIANAPOLIS, IN. (IND) 80.5
> 86.6 2,824 2,824
>
> CHARLESTON, W.V. (CRW) 87.2 95.4 109 109 INDIO/PALM SPRINGS, CA. (PSP)
> 75.2 79.9 459 458
>
> CHARLOTTE, N.C. (CLT) 85.6 84.4 9,874 9,874 ISLIP/LONG IS., N.Y. (ISP)
> 76.6 83.2 581 582
>
> CHATTANOOGA, TN. (CHA) 85.9 94.1 85 85 ITHACA, N.Y. (ITH) 71.4 88.4
> 112 112
>
> CHICAGO, IL. (MDW) 81.5 78.0 4,363 4,363 JACKSON/VICKSBURG, MS. (JAN)
> 87.2 88.2 755 761
>
> CHICAGO, IL. (ORD) 82.2 85.2 23,966 23,953 JACKSON, WY. (JAC) 83.3
> 90.0 30 30
>
> CINCINNATI, OH. (CVG) 87.8 90.3 6,242 6,250 JACKSONVILLE, FL. (JAX)
> 82.6 86.4 1,886 1,886
>
> CLEVELAND, OH. (CLE) 81.1 87.3 4,658 4,659 JUNEAU, AK. (JNU) 73.5 75.3
> 291 291
>
> COLORADO SPRINGS, CO. (COS) 83.7 90.6 1,006 1,006 KAHULUI, MAUI, HI.
> (OGG) 83.6 90.2 244 244
>
> COLUMBIA, S.C. (CAE) 83.4 87.2 397 398 KALAMAZOO, MI. (AZO) 87.4 86.7
> 135 135
>
> COLUMBUS, OH. (CMH) 79.4 85.6 3,060 3,059 KALISPELL, MT. (FCA) 85.6
> 83.9 118 118
>
> CORDOVA, AK. (CDV) 70.7 77.6 58 58 KANSAS CITY, MO. (MCI) 84.3 86.7
> 4,941 4,941
>
> CORPUS CHRISTI, TX. (CRP) 83.7 90.4 239 239 KETCHIKAN, AK. (KTN) 72.4
> 81.0 174 174
>
> DALLAS/FT. WORTH, TX. (DAL) 84.6 81.3 4,012 4,012 KING SALMON, AK.
> (AKN) 81.3 81.3 16 16
>
> DALLAS/FT. WORTH, TX. (DFW) 89.6 88.6 20,233 20,228 KNOXVILLE, TN.
> (TYS) 88.3 90.8 547 545
>
> DAYTON, OH. (DAY) 85.1 91.6 821 821 KODIAK, AK. (ADQ) 82.8 84.5 58 58
>
> DAYTONA BEACH, FL. (DAB) 87.1 89.3 178 178 KONA, HAWAII., HI. (KOA)
> 86.7 88.3 60 60
>
> DEADHORSE, AK. (SCC) 54.8 64.3 42 42 KOTZEBUE, AK. (OTZ) 76.4 70.8 72
> 72
>
> DENVER, CO. (DEN) 88.4 89.8 10,402 10,401 LA CROSSE, WI. (LSE) 92.2
> 96.1 51 51
>
> DES MOINES, IA. (DSM) 89.7 94.3 542 541 LANSING, MI. (LAN) 83.3 91.4
> 174 174
>
> DETROIT, MI. (DTW) 87.1 85.9 12,480 12,480 LAS VEGAS, NV. (LAS) 76.8
> 75.3 11,099 11,098
>
> DILLINGHAM, AK. (DLG) 81.3 68.8 16 16 LEXINGTON/FRKFT, KY. (LEX) 79.9
> 88.0 293 291
>
> DULUTH, MN. (DLH) 91.1 93.8 112 112 LIHUE, KAUAI, HI. (LIH) 92.1 94.7
> 38 38
>
> DUTCH HARBOR, AK. (DUT) 48.3 44.8 58 58 LINCOLN, NE. (LNK) 88.6 93.3
> 255 255
>
> EAGLE, CO. (EGE) 100.0 85.7 7 7 LITTLE ROCK, AR. (LIT) 85.2 86.4 1,088
> 1,084
>
> NOVEMBER 1999
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT
>
> PERCENT REPORTED PERCENT REPORTED
>
> ON-TIME OPERATIONS ON-TIME OPERATIONS
>
> CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> LONG BEACH, CA. (LGB) 86.2 91.2 319 319 SACRAMENTO, CA. (SMF) 78.7
> 79.3 2,978 2,977
>
> LOS ANGELES, CA. (LAX) 77.0 78.2 16,631 16,628 SAGINAW, MI. (MBS) 85.7
> 94.1 322 323
>
> LOUISVILLE, KY. (SDF) 84.7 89.6 1,825 1,823 SALT LAKE CITY, UT. (SLC)
> 86.7 88.0 6,502 6,508
>
> LUBBOCK, TX. (LBB) 87.2 89.5 485 485 SAN ANTONIO, TX. (SAT) 84.9 87.7
> 3,045 3,044
>
> MADISON, WI. (MSN) 84.1 92.9 365 365 SAN DIEGO, CA. (SAN) 78.1 78.8
> 5,827 5,824
>
> MANCHESTER, N.H. (MHT) 75.1 81.2 1,106 1,107 SAN FRANCISCO, CA. (OAK)
> 76.0 75.5 4,440 4,437
>
> MEDFORD, OR. (MFR) 67.2 73.3 119 120 SAN FRANCISCO, CA. (SFO) 70.9
> 76.8 10,947 10,942
>
> MELBOURNE, FL. (MLB) 84.9 92.4 119 119 SAN JOSE, CA. (SJC) 76.4 78.0
> 5,300 5,299
>
> MEMPHIS, TN. (MEM) 91.4 90.6 4,108 4,107 SAN JUAN, P.R. (SJU) 79.8
> 85.0 1,878 1,877
>
> MIAMI, FL. (MIA) 82.4 84.9 5,531 5,524 SANTA BARBARA, CA. (SBA) 74.0
> 76.6 235 235
>
> MIDLAND/ODESSA, TX. (MAF) 85.0 89.0 525 525 SARASOTA/BRAD., FL. (SRQ)
> 84.5 88.5 419 419
>
> MILWAUKEE, WI. (MKE) 82.1 91.0 1,316 1,316 SAVANNAH, GA. (SAV) 82.7
> 90.1 415 415
>
> MINNEAPLS/ST.P, MN. (MSP) 89.8 89.5 11,564 11,559
> SCRANTON/WILKES-BARRE,PA. (AVP) 78.7 91.3 150 150
>
> MINOT, N.D. (MOT) 95.5 95.5 88 88 SEATTLE, WA. (SEA) 74.5 79.5 8,157
> 8,157
>
> MISSION/MCALLEN, TX. (MFE) 87.0 93.3 284 284 SHREVEPORT, LA. (SHV)
> 87.4 91.2 317 317
>
> MISSOULA, MT. (MSO) 81.0 93.7 174 174 SIOUX CITY, IA. (SUX) 87.3 94.5
> 55 55
>
> MOBILE,AL./PASCAGOULA,MS. (MOB) 85.8 87.5 351 351 SIOUX FALLS, S.D.
> (FSD) 92.1 95.0 318 318
>
> MOLINE, IL. (MLI) 92.4 93.0 171 171 SITKA, AK. (SIT) 71.3 83.9 87 87
>
> MONROE, LA. (MLU) 87.1 88.8 178 178 SOUTH BEND, IN. (SBN) 87.5 91.4
> 257 256
>
> MONTEREY, CA. (MRY) 79.3 77.6 58 58 SPOKANE, WA. (GEG) 80.3 82.6 999
> 1,000
>
> MONTGOMERY, AL. (MGM) 88.6 93.2 88 88 SPRINGFIELD, MO. (SGF) 92.8 96.4
> 166 166
>
> MYRTLE BEACH, S.C. (MYR) 82.1 90.1 162 162 ST. CROIX, V.I. (STX) 76.4
> 75.6 89 90
>
> NASHVILLE, TN. (BNA) 83.5 83.3 4,557 4,559 ST. LOUIS, MO. (STL) 88.6
> 87.7 14,076 14,079
>
> NEW ORLEANS, LA. (MSY) 83.8 86.2 4,010 4,011 ST. THOMAS, V.I. (STT)
> 75.0 81.5 256 254
>
> NEW YORK, N.Y. (JFK) 79.1 86.9 3,671 3,690 SYRACUSE, N.Y. (SYR) 80.7
> 88.0 922 924
>
> NEW YORK, N.Y. (LGA) 71.2 80.4 8,292 8,295 TALLAHASSEE, FL. (TLH) 69.7
> 83.4 175 175
>
> NEWARK, N.J. (EWR) 67.1 78.4 10,104 10,110 TAMPA, FL. (TPA) 81.6 86.9
> 5,078 5,080
>
> NEWBURGH, N.Y. (SWF) 74.6 91.7 118 120 TOLEDO, OH. (TOL) 68.2 82.4 85
> 85
>
> NOME, AK. (OME) 65.3 70.7 75 75 TRAVERSE CITY, MI. (TVC) 88.0 94.0 83
> 83
>
> NORFOLK/VA. BEACH, VA. (ORF) 77.9 84.8 1,277 1,273 TUCSON, AZ. (TUS)
> 76.5 81.9 1,590 1,589
>
> OKLAHOMA CITY, OK. (OKC) 85.9 90.6 1,690 1,689 TULSA, OK. (TUL) 85.6
> 86.5 1,579 1,575
>
> OMAHA, NE. (OMA) 82.5 88.9 1,317 1,317 VALPARAISO, FL. (VPS) 90.9 97.7
> 88 88
>
> ONTARIO, CA. (ONT) 79.3 81.2 2,812 2,812 WASHINGTON, D.C. (DCA) 83.2
> 88.9 6,763 6,774
>
> ORANGE COUNTY, CA. (SNA) 75.9 78.4 3,582 3,581 WASHINGTON, D.C. (IAD)
> 79.7 84.8 6,361 6,362
>
> ORLANDO, FL. (MCO) 83.8 88.4 8,043 8,041 WEST PALM BEACH, FL. (PBI)
> 81.0 87.7 1,924 1,922
>
> PASCO, WA. (PSC) 86.3 88.0 117 117 WHITE PLAINS, N.Y. (HPN) 76.6 88.5
> 410 409
>
> PENSACOLA, FL. (PNS) 84.4 88.1 500 496 WICHITA, KS. (ICT) 86.7 94.9
> 489 489
>
> PEORIA, IL. (PIA) 87.9 91.4 58 58 WILMINGTON, N.C. (ILM) 84.3 92.1 178
> 178
>
> PETERSBURG, AK. (PSG) 69.0 69.0 58 58 WRANGELL, AK. (WRG) 65.5 74.1 58
> 58
>
> PHILADELPHIA, PA. (PHL) 72.0 77.1 9,432 9,431 YAKUTAT, AK. (YAK) 74.1
> 84.5 58 58
>
> PHOENIX, AZ. (PHX) 80.8 76.3 14,730 14,727
>
> PITTSBURGH, PA. (PIT) 82.5 83.2 8,362 8,357
>
> PORTLAND, ME. (PWM) 79.9 91.7 468 468
>
> PORTLAND, OR. (PDX) 81.2 84.0 4,639 4,637
>
> PROVIDENCE, R.I. (PVD) 77.8 85.8 1,943 1,943
>
> RALEIGH/DURHAM, N.C. (RDU) 79.8 86.5 3,070 3,069
>
> RAPID CITY, S.D. (RAP) 89.9 92.1 89 89
>
> RENO, NV. (RNO) 74.1 78.7 2,836 2,838
>
> RICHMOND, VA. (RIC) 82.2 88.6 1,390 1,389
>
> ROANOKE, VA. (ROA) 79.5 86.5 200 200
>
> ROCHESTER, MN. (RST) 76.9 89.8 147 147
>
> ROCHESTER, N.Y. (ROC) 77.4 87.1 1,187 1,185

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

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

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

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

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

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

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

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

**H** Carrier did not serve airport.

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

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

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

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

**V** Carrier reported data voluntarily.

**[APPENDIX]{.underline}**

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

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

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

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

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

NOVEMBER

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

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

  ------ ------------------- -- ------------- ---------------- ---------- --- ------------- ---------------- ----------
  1      ***Continental***      9,156         3,013,840        **3.04**       10,650        2,782,769        **3.83**

  2      ***Delta***            25,663        8,249,724        **3.11**       27,070        7,734,411        **3.50**

  3      ***Northwest***        14,017        3,835,873        **3.65**       16,483        3,539,848        **4.66**

  4      ***Alaska***           3,597         960,961          **3.74**       5,980         944,101          **6.33**

  5      ***TWA***              8,174         2,059,175        **3.97**       7,093         1,756,348        **4.04**

  6      ***US Airways***       19,041        4,613,808        **4.13**       14,174        4,600,270        **3.08**

  7      ***Southwest***        23,510        5,696,027        **4.13**       19,296        4,911,327        **3.93**

  8      ***American***         24,338        5,632,201        **4.32**       19,920        5,126,837        **3.89**

  9      ***America West***     7,157         1,564,409        **4.57**       4,217         1,392,972        **3.03**

  10     ***United***           33,541        6,297,516        **5.33**       38,732        6,095,234        **6.35**

                                                                                                             

         **Total**              **168,194**   **41,923,534**   **4.01**       **163,615**   **38,884,117**   **4.21**
  ------ ------------------- -- ------------- ---------------- ---------- --- ------------- ---------------- ----------

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

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

**[OVERSALES]{.underline}**

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

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

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

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

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

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

***July-September***

***PASSENGERS DENIED BOARDING***

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

  --------------- -------------------------- -- --------------------------
                  ***JULY-SEPTEMBER 1999***     ***JULY-SEPTEMBER 1998***

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

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

  ---- ------------------- ------------- ----------- ----------------- ---------- ---- ------------- ----------- ----------------- ----------
  1    ***TWA***           15,958        63          6,605,087         **0.10**        8,429         1,129       6,054,643         **1.86**

                                                                                                                                   

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

                                                                                                                                   

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

                                                                                                                                   

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

                                                                                                                                   

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

                                                                                                                                   

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

                                                                                                                                   

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

                                                                                                                                   

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

                                                                                                                                   

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

                                                                                                                                   

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

                                                                                                                                   

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

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

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

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

***January-September***

***PASSENGERS DENIED BOARDING***

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

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

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

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

  ---- ------------------- ------------- ------------ ----------------- ---------- ---- ------------- ------------ ----------------- ----------
  1    ***Northwest***     68,573        772          38,374,040        **0.20**        98,147        1,117        34,100,676        **0.33**

                                                                                                                                     

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

                                                                                                                                     

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

                                                                                                                                     

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

                                                                                                                                     

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

                                                                                                                                     

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

                                                                                                                                     

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

                                                                                                                                     

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

                                                                                                                                     

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

                                                                                                                                     

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

                                                                                                                                     

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

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

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

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

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

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

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

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

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

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

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

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

TABLE 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

NOVEMBER 1999 NOVEMBER 1998

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 1385 269 14 87 602 45 1 53

FOREIGN AIRLINES 214 2 1 3 71 0 0 4

TRAVEL AGENTS 7 0 0 0 6 0 0 0

TOUR OPERATORS 25 0 0 0 19 1 0 1

MISCELLANEOUS\* 69 9 0 9 24 33 0 9

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

INDUSTRY TOTALS 1700 280 15 99 722 79 1 67

\*EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, COMPLAINTS AGAINST "CARGO
COMPANIES" (FORMERLY A SEPARATE GROUPING) ARE INCLUDED

WITH THE "MISCELLANEOUS" GROUPING.

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

NOVEMBER 1999 NOVEMBER 1998

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 515 1 182

DELAYS\...\...\...\.... 169 49

CANCELLATIONS\...\... 139 67

MISCONNECTIONS\..... 46 16

CUSTOMER SERVICE\...\..... 2 445 2 145

BAGGAGE\...\...\...\...\..... 3 241 3 112

OTHER\...\...\...\...\...\.... 4 103 8 31

FREQUENT FLYER\..... 35 17

REFUNDS\...\...\...\...\..... 5 90 5 63

RES/TKTG/BOARDING\...\.... 6 86 4 79

DISABILITY\...\...\...\..... 7 70 6 41

FARES\...\...\...\...\...\.... 8 70 9 26

OVERSALES\...\...\...\...\... 9 66 7 39

TOURS\...\...\...\...\...\.... 10 11 10 2

ADVERTISING\...\...\...\.... 11 3 11 2

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

COMPLAINT TOTAL 1700 722

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

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

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

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

\*\* INCLUDES FIGURES FOR SUB-CATEGORIES.

TABLE 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S.AIRLINES

BY COMPLAINT CATEGORY

NOVEMBER 1999

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

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

AIRTRAN AIRWAYS 10 1 1 0 2 0 3 0 0 0 1 18

ALASKA AIRLINES 3 1 0 0 0 2 5 0 0 0 3 14

AMERICA WEST AIRLINES 46 7 5 4 3 10 19 4 0 0 4 102

AMERICAN AIRLINES 75 9 4 2 9 41 69 11 0 0 9 229

AMERICAN EAGLE 12 1 1 0 1 1 7 3 0 0 4 30

AMERICAN TRANS AIR 2 0 0 0 0 2 2 0 0 0 0 6

COMAIR 1 1 0 1 0 1 1 0 0 0 0 5

CONTINENTAL AIRLINES 26 8 9 6 3 13 39 8 0 0 10 122

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

DELTA AIR LINES 57 2 12 8 9 24 46 8 0 0 8 174

EASTWIND AIRLINES 2 0 0 0 11 0 0 0 0 0 0 13

HAWAIIAN AIRLINES 4 1 1 0 0 1 3 0 0 0 0 10

MIDWAY AIRLINES 2 0 0 0 0 1 2 1 0 0 0 6

NORTHWEST AIRLINES 21 6 5 9 0 19 34 4 0 0 7 105

RENO AIR 3 0 1 0 0 0 0 1 0 0 1 6

SOUTHWEST AIRLINES 7 1 3 1 2 4 5 5 0 0 1 29

SPIRIT AIRLINES 7 1 0 0 0 1 1 0 0 0 0 10

TOWER AIR 8 4 0 2 1 2 13 0 0 0 5 35

TRANS STATES AIRLINES 3 0 0 0 0 0 2 0 0 0 1 6

TRANS WORLD AIRLINES 11 3 7 4 2 11 26 4 0 0 4 72

UNITED AIRLINES 65 5 4 15 7 28 46 5 1 0 14 190

UNITED EXPRESS 4 0 1 0 2 1 1 0 0 0 1 10

US AIRWAYS 71 1 5 7 4 15 34 4 0 0 1 142

US AIRWAYS EXPRESS 4 0 0 0 1 1 2 0 0 0 0 8

OTHER U.S. AIRLINES 13 0 3 1 4 8 6 1 0 0 1 37

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

NOVEMBER 1999 458 53 62 60 61 187 369 59 1 0 75 1385

\% OF TOTAL COMPLAINTS 33.1 3.8 4.5 4.3 4.4 13.5 26.6 4.3 0.1 0.0 5.4

NOVEMBER 1998 160 33 63 21 47 89 130 33 2 0 24 602

\% OF TOTAL COMPLAINTS 26.6 5.5 10.5 3.5 7.8 14.8 21.6 5.5 0.3 0.0 4.0

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

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

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

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

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

TABLE 4

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S.AIRLINES

BY INCIDENT DATE

NOVEMBER 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 NOV. NOV. PERCENT OCT. PERCENT MONTHS PERCENT
DATE PERCENT

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

AIRTRAN AIRWAYS 18 5 27.78 11 61.11 2 11.11 0 0.00

ALASKA AIRLINES 14 5 35.71 2 14.29 2 14.29 5 35.71

AMERICA WEST AIRLINES 102 28 27.45 44 43.14 23 22.55 7 6.86

AMERICAN AIRLINES 229 46 20.09 77 33.62 90 39.30 16 6.99

AMERICAN EAGLE 30 6 20.00 12 40.00 9 30.00 3 10.00

AMERICAN TRANS AIR 6 3 50.00 0 0.00 0 0.00 3 50.00

COMAIR 5 0 0.00 5 100.00 0 0.00 0 0.00

CONTINENTAL AIRLINES 122 26 21.31 33 27.05 44 36.07 19 15.57

CONTINENTAL EXPRESS 6 3 50.00 0 0.00 3 50.00 0 0.00

DELTA AIR LINES 174 31 17.82 60 34.48 65 37.36 18 10.34

EASTWIND AIRLINES 13 1 7.69 0 0.00 11 84.62 1 7.69

HAWAIIAN AIRLINES 10 0 0.00 8 80.00 2 20.00 0 0.00

MIDWAY AIRLINES 6 0 0.00 1 16.67 5 83.33 0 0.00

NORTHWEST AIRLINES 105 22 20.95 30 28.57 46 43.81 7 6.67

RENO AIR 6 0 0.00 0 0.00 5 83.33 1 16.67

SOUTHWEST AIRLINES 29 7 24.14 12 41.38 9 31.03 1 3.45

SPIRIT AIRLINES 10 6 60.00 0 0.00 4 40.00 0 0.00

TOWER AIR 35 9 25.71 9 25.71 15 42.86 2 5.71

TRANS STATES AIRLINES 6 5 83.33 1 16.67 0 0.00 0 0.00

TRANS WORLD AIRLINES 72 14 19.44 11 15.28 42 58.33 5 6.94

UNITED AIRLINES 190 27 14.21 48 25.26 90 47.37 25 13.16

UNITED EXPRESS 10 5 50.00 0 0.00 3 30.00 2 20.00

US AIRWAYS 142 48 33.80 51 35.92 31 21.83 12 8.45

US AIRWAYS EXPRESS 8 3 37.50 5 62.50 0 0.00 0 0.00

OTHER U.S. AIRLINES 37 9 24.32 7 18.92 18 48.65 3 8.11

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

TOTALS 1385 309 22.31 427 30.83 519 37.47 130 9.39

PRIOR YEAR\'S TOTALS 602 114 18.94 199 33.06 284 47.18 5 0.83

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

NOVEMBER 1999

FLIGHT OVER- RES/TKTG/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

AEROCALIFORNIA 3 0 2 0 0 3 2 0 0 0 1 11

AIR ARUBA 1 0 0 0 1 1 3 0 0 0 0 6

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

AIR FRANCE 6 2 0 0 4 9 9 2 0 0 4 36

AIR JAMAICA 3 0 0 0 0 1 2 0 0 0 0 6

AUSTRIAN AIRLINES 2 1 0 0 0 0 8 0 0 0 0 11

BRITISH AIRWAYS 2 2 0 0 0 8 5 3 0 0 1 21

CHINA AIRLINES 3 0 0 0 0 0 1 1 0 0 0 5

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

KLM 3 3 1 0 0 2 3 2 0 0 2 16

LUFTHANSA 3 1 0 1 0 1 4 0 0 0 0 10

MEXICANA 4 2 0 0 0 3 4 0 0 0 0 13

OLYMPIC AIRWAYS 0 0 1 0 1 1 3 0 0 0 0 6

OTHER FOREIGN AIRLINES 11 1 4 5 2 15 14 2 0 0 6 60

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

TOTAL 46 12 10 6 8 44 62 10 0 0 16 214

TRAVEL AGENTS

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

OTHER TRAVEL AGENTS 1 0 4 1 0 0 1 0 0 0 0 7

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

TOTAL 1 0 4 1 0 0 1 0 0 0 0 7

TOUR OPERATORS

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

SUNJET INT\'L SALES 0 0 1 0 11 1 0 0 0 4 0 17

OTHER TOUR OPERATORS 0 0 0 0 2 0 0 0 1 5 0 8

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

TOTAL 0 0 1 0 13 1 0 0 1 9 0 25

MISCELLANEOUS

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

OTHER MISCELLANEOUS 10 1 9 3 8 9 13 1 1 2 12 69

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

TOTAL 10 1 9 3 8 9 13 1 1 2 12 69

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

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

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

\*\*EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, COMPLAINTS AGAINST "CARGO
COMPANIES" (FORMERLY A SEPARATE GROUPING) ARE

INCLUDED WITH THE "MISCELLANEOUS" GROUPING.

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

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

\'OTHER TOUR OPERATORS,\' ETC.

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

TABLE 6

####  NOVEMBER

***Consumer Complaints: Rankings***

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

  ----- --------- ------------------------- --- --------------------------
                  ***NOVEMBER 1999***           ***NOVEMBER 1998***

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

+-----+------+-------+---------+-------+---+------+---------+--------+
|     |      |       |         | *     |   |      |         | ***C   |
|     |      |       |         | **COM |   |      |         | OMPLAI |
|     |      |       |         | PLAIN |   |      |         | NTS*** |
|     |      |       |         | TS*** |   |      |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+
| ##  |      |       | **      | *     |   |      | **      | ***PER |
|  NO |      |       | *SYSTEM | **PER |   |      | *SYSTEM | 100,   |
| V.  |      |       | WIDE*** | 100,0 |   |      | WIDE*** | 000*** |
| '99 |      |       |         | 00*** |   |      |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+
| #   | *    | *     | ***E    | ***   |   | ***C | ***E    | ***ENP |
| # R | **AI | **COM | NPLANEM | ENPLA |   | OMPL | NPLANEM | LANEME |
| ANK | RLIN | PLAIN | ENTS*** | NEMEN |   | AINT | ENTS*** | NTS*** |
|     | E*** | TS*** |         | TS*** |   | S*** |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+

  ----- ------------------- ----------- ---------------- ---------- ----- --------- ---------------- ----------
  1     ***Southwest***     29          5,710,980        **0.51**         12        4,920,441        **0.24**

  2     ***Alaska***        14          1,101,526        **1.27**         10        1,070,739        **0.93**

  3     ***Delta***         174         8,569,213        **2.03**         74        8,256,909        **0.90**

  4     ***Northwest***     105         4,537,743        **2.31**         76        4,195,715        **1.81**

  5     ***United***        190         7,000,929        **2.71**         109       6,904,170        **1.58**

  6     ***US Airways***    142         4,766,171        **2.98**         47        4,732,984        **0.99**

  7     ***American***      229         7,023,658        **3.26**         75        6,432,498        **1.17**

  8     ***Continental***   122         3,645,419        **3.35**         27        3,298,872        **0.82**

  9     ***T W A***         72          2,136,417        **3.37**         18        1,830,081        **0.98**

  10    ***America West***  102         1,622,031        **6.29**         33        1,421,422        **2.32**

        **TOTAL**           **1,179**   **46,114,087**   **2.56**         **481**   **43,063,831**   **1.12**
  ----- ------------------- ----------- ---------------- ---------- ----- --------- ---------------- ----------

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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