+---------------------------------+------------------------------------+
| ![](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: NOVEMBER 1999**                |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays September 1999           |
|                           | >                                        |
|                           | > 12 Months Ending September 1999        |
|                           | >                                        |
|                           | > Mishandled Baggage September 1999      |
|                           | >                                        |
|                           | > January-September 1999                 |
|                           | >                                        |
|                           | > Oversales 2nd Quarter 1999             |
|                           | >                                        |
|                           | > January-June 1999                      |
|                           | >                                        |
|                           | > Consumer Complaints September 1999     |
|                           | >                                        |
|                           | > January-September 1999                 |
|                           |                                          |
|                           | Disability Complaints September 1999     |
|                           |                                          |
|                           | January-September 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** \...\...\...\...\...\...\.....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\--Month** \...\...\...\...\...\..........17

**Ranking\--YTD** \...\...\...\...\...\..........18

***Oversales***

**Explanation** \...\...\...\...\...\..........19

**Ranking\--Quarter** \...\...\...\...\...\..........20

**Ranking\--YTD** 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)** \...\...\...\.....35

**Complaint Categories** \...\...\...\.....36

![](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"}

SEPTEMBER 1999

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER\*

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

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

NUMBER OF PERCENT OF NUMBER OF PERCENT OF

AIRPORTS ARRIVALS AIRPORTS ARRIVALS

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

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

TWA S/ 29 89.3 78 89.4

NORTHWEST S/ 29 85.3 115 85.6

SOUTHWEST S/ 14 82.6 55 85.3

DELTA S/ 29 80.2 114 80.9

ALASKA S/ 7 81.4 35 79.4

CONTINENTAL S/ 28 77.9 77 78.8

AMERICAN S/ 29 77.9 93 77.5

UNITED S/ 29 75.7 100 76.0

US AIRWAYS S/ 25 72.0 89 71.5

AMERICA WEST S/ 26 65.8 51 65.8

T O T A L 78.5 79.3

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.

SEPTEMBER 1999

AIR TRAVEL CONSUMER REPORT

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

AND CARRIER RANK, BY MONTH, QUARTER, AND DATA BASE 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 07 1999 08 1999 09
1999 09 1999 09 1987 - 09 1999

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

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

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

ALASKA 67.1 (10) 69.6 (9) 72.5 (7) 72.0 (8) 72.6 (5) 64.4 (9) 79.4 (5)
70.4 (9) 77.4 (9)

AMERICA WEST 68.1 (9) 74.1 (7) 72.3 (8) 62.7 (10) 59.5 (10) 62.9 (10)
65.8 (10) 69.2 (10) 79.9 (2)

AMERICAN 79.8 (6) 70.4 (8) 66.5 (10) 75.6 (5) 70.7 (6) 78.4 (4) 77.5 (7)
73.1 (7) 79.4 (4)

CONTINENTAL 82.1 (4) 78.3 (2) 74.2 (5) 74.0 (6) 67.9 (8) 75.6 (6) 78.8
(6) 77.2 (5) 78.3 (6)

DELTA 82.6 (3) 77.0 (3) 76.9 (4) 77.6 (4) 74.1 (3) 78.0 (5) 80.9 (4)
78.5 (4) 77.5 (8)

NORTHWEST 83.3 (2) 75.2 (5) 79.3 (1) 80.1 (3) 73.8 (4) 81.3 (3) 85.6 (2)
79.5 (3) 79.8 (3)

SOUTHWEST 79.8 (5) 80.2 (1) 78.2 (2) 81.8 (2) 78.4 (1) 81.7 (2) 85.3 (3)
80.0 (1) 83.5 (1)

TWA 83.7 (1) 75.8 (4) 77.0 (3) 83.5 (1) 76.5 (2) 84.9 (1) 89.4 (1) 80.0
(2) 77.7 (7)

UNITED 76.7 (8) 74.6 (6) 71.3 (9) 72.4 (7) 69.5 (7) 71.8 (7) 76.0 (8)
73.7 (6) 76.6 (10)

US AIRWAYS 76.8 (7) 68.5 (10) 72.8 (6) 67.2 (9) 61.2 (9) 69.0 (8) 71.5
(9) 71.3 (8) 78.6 (5)

TOTAL 79.4 74.8 74.3 75.5 71.1 76.1 79.3 76.0 78.8

SEPTEMBER 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 718 73.0 1356 72.0 237 72.2 206 85.4 89 80.9 1002 76.0 552 84.6

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

CO 651 73.4 770 67.7 306 78.8 112 84.8 25 84.0 640 78.1 378 77.2

DL 17978 78.5 2058 73.9 381 75.1 267 81.6 5927 88.1 1320 78.1 596 77.0

HP 180 60.0 262 46.2 171 41.5 H/ H/ 60 75.0 201 65.7

NW 511 73.8 575 66.6 374 76.2 199 80.9 27 92.6 571 79.2 288 84.7

TW 198 87.4 233 78.1 178 89.3 113 86.7 118 92.4 282 86.2 174 87.9

UA 625 79.0 1332 68.2 385 72.2 145 72.4 166 88.0 496 67.7 8778 84.0

US 843 62.8 2554 62.1 2267 71.2 8506 80.4 H/ 2417 70.7 234 78.6

WN H/ H/ 2569 85.9 H/ H/ H/ H/

TOTAL 21704 77.4 9140 67.8 6868 77.3 9548 80.5 6352 88.1 6788 74.8 11201
83.1

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 14256 87.0 443 79.7 870 67.8 555 77.5 996 73.4 1004 59.2 2889 66.4

AS H/ H/ H/ H/ H/ 274 81.8 751 76.3

CO 616 78.7 313 79.6 6181 69.3 8341 86.8 H/ 425 75.8 656 72.4

DL 3666 85.2 326 78.8 946 70.7 353 76.8 982 76.6 779 82.0 1348 75.7

HP 177 69.5 150 51.3 267 48.7 149 58.4 210 42.4 2383 68.0 762 60.0

NW 424 80.2 9919 88.9 547 65.4 323 88.9 114 71.9 300 82.0 580 76.7

TW 275 91.3 232 87.5 174 77.6 114 88.6 975 84.1 180 85.6 303 74.6

UA 642 82.7 323 81.1 936 63.8 449 84.9 538 73.2 1175 74.4 5332 67.6

US 285 68.8 397 73.6 358 71.2 283 65.7 H/ 128 65.6 465 70.3

WN H/ 557 86.7 H/ 191 85.3 H/ 4315 83.5 3453 70.0

TOTAL 20341 85.8 12660 86.8 10279 68.2 10758 85.0 3815 75.2 10963 76.2
16539 69.3

SEPTEMBER 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 1525 63.3 595 73.6 3050 69.1 526 83.5 8939 79.8 352 59.1 665 69.2

AS H/ H/ H/ H/ H/ 1408 89.2 H/

CO 410 68.3 520 76.7 357 75.9 223 83.4 573 76.4 103 66.0 272 78.3

DL 2153 73.6 2810 79.8 450 74.7 357 82.6 797 79.5 594 81.0 672 78.0

HP 29 62.1 63 49.2 60 35.0 120 69.2 210 51.0 180 65.6 148 41.9

NW 584 62.8 461 77.9 253 70.8 9653 90.0 765 84.7 192 81.3 464 70.3

TW 204 69.6 295 87.1 213 87.3 272 88.6 361 85.3 146 89.7 168 85.7

UA 845 68.0 626 73.8 478 75.5 650 81.1 12410 80.4 937 69.1 754 67.8

US 2307 60.9 1512 66.2 476 64.7 235 76.6 583 73.9 H/ 6230 67.1

WN H/ 1056 85.3 H/ H/ H/ 887 86.0 H/

TOTAL 8057 66.2 7938 76.7 5337 70.6 12036 88.4 24638 79.9 4799 79.8 9373
68.5

ARRIVAL AIRPORT

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

PHX PIT SAN SEA SFO SLC STL TPA

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

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

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

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

AA 504 86.5 90 85.6 795 77.1 748 70.6 1302 67.3 180 85.0 352 84.7 360
77.2

AS 259 82.6 H/ 360 88.9 3794 79.4 546 76.9 H/ H/ H/

CO 292 69.2 100 85.0 269 82.2 328 72.0 497 77.7 104 81.7 136 83.8 406
77.6

DL 677 75.9 266 88.0 476 80.9 598 74.9 745 72.3 4640 87.3 296 75.7 991
81.3

HP 6221 71.7 H/ 298 60.7 207 61.8 326 53.7 128 73.4 73 57.5 60 45.0

NW 268 78.0 139 82.7 179 80.4 588 81.6 466 78.5 121 81.0 332 85.8 300
83.3

TW 202 89.6 164 93.9 148 91.2 199 81.4 214 83.2 93 81.7 10159 92.0 209
84.7

UA 936 75.6 181 85.1 888 76.0 1487 72.5 6882 67.1 432 79.6 238 78.6 299
77.6

US 207 63.8 7108 78.6 149 69.8 205 66.3 335 71.3 H/ 267 79.0 1122 61.2

WN 4849 83.6 H/ 2253 83.4 1067 82.4 417 77.0 1037 85.1 2523 89.1 1179
81.8

TOTAL 14415 77.1 8048 79.6 5815 80.1 9221 76.9 11730 69.2 6735 85.9
14376 90.1 4926 75.8

> SEPTEMBER 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 80.6 69.6 63.3 88.9 94.4 J/ 93.9 94.2 82.0 73.5 96.8 69.0
> 98.6 91.8 85.7 74.4
>
> 700 - 759 AM 91.0 73.2 91.2 86.2 91.6 87.4 92.8 94.3 93.2 77.8 93.9
> 85.0 91.4 93.9 84.4 90.0
>
> 800 - 859 AM 86.8 84.4 85.9 87.9 90.1 77.8 88.0 90.2 92.7 80.4 91.2
> 57.9 89.3 83.0 80.8 86.6
>
> 900 - 959 AM 77.7 77.0 88.1 85.2 86.0 80.5 90.0 84.9 91.2 89.3 93.0
> 66.7 90.4 85.2 79.4 84.8
>
> 1000 - 1059 AM 79.5 77.2 83.7 83.1 90.8 81.5 87.6 85.4 91.7 82.8 87.7
> 89.8 79.9 75.0 74.2 82.7
>
> 1100 - 1159 AM 80.1 68.4 83.8 84.7 88.4 81.4 86.6 87.7 90.7 84.4 87.1
> 91.7 85.9 67.2 71.6 81.2
>
> 1200 - 1259 PM 81.4 74.0 88.9 80.9 85.3 83.8 86.7 90.7 91.7 85.5 90.5
> 93.3 74.9 62.2 78.4 75.3
>
> 100 - 159 PM 81.8 71.3 79.7 87.8 89.1 81.2 82.7 87.3 90.0 77.8 88.2
> 75.9 78.2 59.3 73.6 77.2
>
> 200 - 259 PM 78.4 70.6 82.2 85.8 93.2 80.3 84.8 85.0 92.1 69.3 87.0
> 85.2 77.1 69.4 71.8 81.7
>
> 300 - 359 PM 73.0 73.4 76.2 81.2 90.4 76.9 83.0 89.1 88.5 66.0 83.8
> 83.5 74.5 66.6 64.5 81.1
>
> 400 - 459 PM 71.2 70.7 76.0 78.2 85.3 71.1 78.7 86.9 88.4 54.7 83.8
> 77.0 76.2 66.4 61.5 78.7
>
> 500 - 559 PM 69.9 61.1 71.4 80.9 86.4 67.5 79.7 84.6 86.1 60.6 82.8
> 70.6 67.8 68.2 57.3 75.5
>
> 600 - 659 PM 73.2 59.1 72.3 78.5 88.8 66.4 78.5 83.0 80.1 54.9 81.5
> 69.0 70.1 67.8 52.3 76.0
>
> 700 - 759 PM 71.5 54.0 70.0 74.1 82.0 60.2 78.9 82.6 83.7 56.2 77.3
> 66.3 72.0 64.9 50.6 68.4
>
> 800 - 859 PM 72.7 60.0 67.0 58.9 100.0 67.5 78.2 77.1 83.5 53.0 82.3
> 71.5 72.4 62.8 55.5 64.3
>
> 900 - 959 PM 67.0 59.0 70.1 69.0 83.2 67.3 70.7 84.2 73.2 58.5 73.3
> 72.3 70.6 65.0 61.2 77.2
>
> 1000 - 1059 PM 78.2 60.8 74.6 84.0 80.0 76.2 81.4 81.7 78.2 60.9 77.9
> 72.6 66.7 56.3 61.9 63.3
>
> 1100 - 559 AM 83.8 74.8 71.4 70.2 90.2 75.9 76.4 88.6 81.6 75.7 79.9
> 78.5 70.2 73.5 64.5 73.1
>
> TOTAL,ALL ARRIVALS,
>
> BY AIRPORT 77.4 67.8 77.3 80.5 88.1 74.8 83.1 85.8 86.8 68.2 85.0 75.2
> 76.2 69.3 66.2 76.7
>
> ARRIVAL AIRPORT
>
> SCHEDULED
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> ARRIVAL TIME MIA MSP ORD PDX PHL PHX PIT SAN SEA SFO SLC STL TPA TOTAL
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\--
>
> 600 - 659 AM 57.8 91.6 91.8 J/ 77.4 87.8 80.4 J/ 90.2 75.0 J/ 96.8
> 72.9 85.8
>
> 700 - 759 AM 86.7 91.4 89.2 97.2 79.4 90.5 88.5 95.6 97.4 95.6 92.9
> 95.3 89.1 90.4
>
> 800 - 859 AM 76.7 92.2 87.0 95.6 74.6 86.1 83.7 90.5 89.1 92.5 95.4
> 94.0 82.4 87.4
>
> 900 - 959 AM 73.8 92.8 87.2 94.3 73.8 81.0 84.4 92.8 87.8 76.0 95.2
> 92.8 87.8 85.0
>
> 1000 - 1059 AM 73.7 90.9 84.0 84.7 79.6 83.8 82.5 82.7 80.4 60.4 87.3
> 92.0 82.5 82.7
>
> 1100 - 1159 AM 83.8 91.0 81.2 85.4 79.6 81.2 85.5 87.2 78.3 59.6 85.6
> 92.2 80.7 81.5
>
> 1200 - 1259 PM 71.7 92.6 84.2 87.7 76.3 79.3 85.4 82.7 78.8 59.0 87.6
> 93.0 78.0 81.9
>
> 100 - 159 PM 72.7 89.6 81.9 76.4 74.5 71.6 81.8 80.3 73.5 64.2 87.6
> 91.4 84.2 80.2
>
> 200 - 259 PM 82.9 88.5 78.1 71.1 74.9 80.9 84.6 63.9 71.2 69.7 84.1
> 94.0 81.1 80.2
>
> 300 - 359 PM 67.7 88.5 80.8 84.3 73.7 80.3 81.8 84.7 81.0 64.4 90.4
> 94.2 75.5 79.4
>
> 400 - 459 PM 69.6 85.8 78.5 85.4 59.2 74.8 77.9 77.7 73.5 71.2 81.8
> 91.0 82.8 75.8
>
> 500 - 559 PM 71.6 88.7 73.6 70.3 65.3 72.2 76.7 82.0 73.6 72.6 79.8
> 87.6 76.6 75.7
>
> 600 - 659 PM 67.1 82.9 71.9 76.0 58.6 73.2 88.3 77.6 74.6 69.7 81.5
> 84.1 64.2 72.4
>
> 700 - 759 PM 66.0 86.7 74.1 81.1 61.3 64.7 71.5 72.3 72.3 66.8 86.4
> 86.0 67.6 74.0
>
> 800 - 859 PM 55.7 80.0 72.7 59.1 58.3 66.0 75.9 77.2 70.2 66.5 84.4
> 87.9 61.4 70.5
>
> 900 - 959 PM 67.2 82.2 72.9 77.7 58.5 74.4 72.4 75.7 72.1 68.0 77.6
> 78.0 67.6 72.3
>
> 1000 - 1059 PM 67.7 83.4 70.8 67.2 65.9 76.7 67.6 76.8 68.5 66.8 75.3
> 84.9 65.1 70.6
>
> 1100 - 559 AM 68.5 86.0 84.5 80.6 73.4 78.6 82.7 73.6 82.5 73.4 74.7
> 79.2 77.3 77.1
>
> TOTAL,ALL ARRIVALS,
>
> BY AIRPORT 70.6 88.4 79.9 79.8 68.5 77.1 79.6 80.1 76.9 69.2 85.9 90.1
> 75.8 78.5
>
> SEPTEMBER 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 89.7 86.0 94.6 92.5 96.7 89.8 93.0 91.9 89.7 88.6 93.6
> 93.5 95.6 91.5 88.1 92.0
>
> 700 - 759 AM 87.8 85.3 88.8 91.4 94.7 88.1 93.3 94.1 90.5 88.3 94.7
> 87.8 91.4 92.8 83.4 88.2
>
> 800 - 859 AM 88.1 84.3 88.8 86.2 93.4 87.4 91.9 90.0 90.9 84.3 89.9
> 90.8 87.1 83.6 85.9 90.4
>
> 900 - 959 AM 84.1 84.8 87.2 88.0 93.4 89.2 91.4 89.3 89.6 86.2 91.1
> 88.5 83.6 80.6 84.6 89.7
>
> 1000 - 1059 AM 86.8 83.8 82.5 78.5 92.5 86.2 87.7 86.8 87.4 88.2 90.6
> 93.3 76.1 75.9 82.0 86.0
>
> 1100 - 1159 AM 82.8 84.2 86.1 83.2 92.2 86.3 90.1 84.5 89.6 87.9 88.0
> 87.4 79.9 67.5 79.1 85.0
>
> 1200 - 1259 PM 86.9 78.3 84.3 82.1 89.3 85.1 85.3 86.3 88.5 85.7 92.4
> 88.0 78.9 69.5 82.6 82.2
>
> 100 - 159 PM 84.9 78.3 79.8 81.1 93.5 87.4 88.0 88.4 87.9 87.2 87.8
> 96.2 76.4 68.9 85.5 80.9
>
> 200 - 259 PM 80.2 77.0 78.0 87.6 88.7 82.5 86.5 86.6 84.2 78.8 87.0
> 91.9 72.1 68.9 78.7 78.0
>
> 300 - 359 PM 78.8 70.1 75.2 79.9 91.1 83.0 85.8 85.5 80.7 74.4 87.3
> 84.0 72.7 73.5 76.2 84.3
>
> 400 - 459 PM 75.8 74.9 71.4 76.2 93.0 79.4 82.5 85.2 80.2 69.3 87.6
> 87.5 66.4 69.2 72.5 79.0
>
> 500 - 559 PM 76.2 68.2 70.0 81.9 83.3 81.0 80.0 83.2 83.2 61.4 84.6
> 79.6 64.9 62.4 66.8 78.6
>
> 600 - 659 PM 76.1 59.8 70.2 71.8 84.6 75.3 84.5 81.5 83.2 62.9 84.0
> 79.2 67.9 70.9 57.9 79.6
>
> 700 - 759 PM 76.1 59.7 69.3 74.1 85.5 69.4 86.6 84.7 77.0 65.1 86.5
> 76.8 72.1 64.1 58.9 82.8
>
> 800 - 859 PM 75.3 57.1 70.9 72.9 88.9 71.4 87.8 82.6 79.4 61.7 83.8
> 63.2 61.4 68.1 56.8 71.1
>
> 900 - 959 PM 80.8 84.0 65.8 67.3 84.7 76.1 86.8 85.4 80.1 54.0 85.3
> 96.8 65.7 68.5 65.2 73.2
>
> 1000 - 1059 PM 79.5 J/ 56.0 77.0 84.8 J/ 90.0 86.4 79.0 76.0 65.6 90.0
> 82.3 80.4 J/ 94.7
>
> 1100 - 559 AM 83.6 91.8 100.0 75.0 J/ J/ 94.3 92.3 96.7 90.3 90.0 83.3
> 71.1 87.3 J/ J/
>
> TOTAL,ALL DEPARTURES,
>
> BY AIRPORT 82.0 75.9 80.0 79.8 90.1 82.4 87.2 86.3 84.8 77.6 88.1 84.7
> 76.0 75.2 76.3 82.7
>
> DEPARTURE AIRPORT
>
> SCHEDULED
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> DEPARTURE TIME MIA MSP ORD PDX PHL PHX PIT SAN SEA SFO SLC STL TPA
> TOTAL
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\-- \-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\--
>
> 600 - 659 AM 85.6 94.9 92.6 96.6 87.5 93.7 94.0 97.4 94.5 93.6 97.0
> 94.5 88.3 92.0
>
> 700 - 759 AM 81.6 89.4 89.6 95.7 85.1 87.3 83.6 93.4 92.6 89.5 94.4
> 94.7 87.4 89.7
>
> 800 - 859 AM 76.4 89.0 89.8 87.7 81.8 88.7 80.6 87.9 89.0 93.0 94.3
> 93.9 89.6 88.3
>
> 900 - 959 AM 81.9 92.1 88.8 90.0 78.0 79.5 84.5 88.6 80.9 82.1 93.0
> 94.9 85.2 87.0
>
> 1000 - 1059 AM 89.6 91.2 87.8 83.3 77.0 79.7 84.3 85.9 84.7 78.5 90.4
> 91.3 85.8 85.1
>
> 1100 - 1159 AM 80.1 90.3 84.9 87.7 84.2 77.9 81.2 80.2 80.6 65.0 89.6
> 92.1 85.2 83.3
>
> 1200 - 1259 PM 84.9 90.6 85.1 88.9 85.0 74.1 83.4 88.4 77.2 63.6 84.2
> 90.2 84.8 83.0
>
> 100 - 159 PM 74.4 88.4 84.5 87.4 79.0 76.5 88.8 82.6 77.3 74.2 91.9
> 90.8 82.6 82.6
>
> 200 - 259 PM 78.4 87.2 80.9 80.2 71.1 68.8 81.0 73.9 73.4 68.3 92.9
> 90.8 82.4 80.8
>
> 300 - 359 PM 66.2 86.2 79.1 84.5 71.5 73.9 73.2 76.2 76.4 73.6 86.3
> 88.6 88.1 79.6
>
> 400 - 459 PM 75.6 85.3 79.4 76.0 69.8 78.5 75.6 81.0 77.9 69.7 84.4
> 89.9 77.4 77.9
>
> 500 - 559 PM 72.6 84.2 77.0 77.0 58.7 72.8 73.5 77.1 74.2 78.3 84.9
> 89.3 77.0 75.8
>
> 600 - 659 PM 78.0 85.9 73.8 78.5 66.1 68.3 74.7 74.5 72.7 75.6 83.5
> 84.0 76.9 76.0
>
> 700 - 759 PM 64.7 87.6 75.4 80.3 63.1 65.5 94.4 79.9 75.8 65.0 75.3
> 89.0 80.2 73.8
>
> 800 - 859 PM 67.1 84.4 77.3 76.2 71.7 64.5 72.6 80.4 78.2 75.0 87.4
> 87.4 72.8 76.7
>
> 900 - 959 PM J/ 77.8 77.7 76.9 63.3 66.6 68.7 79.1 76.7 75.2 83.2 87.3
> 61.1 76.5
>
> 1000 - 1059 PM J/ 84.8 82.3 85.7 J/ 74.5 76.6 88.1 88.2 80.7 90.8 82.2
> 79.7 82.0
>
> 1100 - 559 AM 84.8 96.7 100.0 96.8 88.9 92.2 82.1 92.1 89.5 91.0 95.5
> 89.6 83.3 82.8
>
> TOTAL,ALL DEPARTURES,
>
> BY AIRPORT 75.6 87.9 82.7 86.5 73.0 77.1 79.1 84.4 82.1 77.5 89.0 89.9
> 82.8 81.9

SEPTEMBER 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 536 CMH-PHL 1525 19 100.00 44 33

AA 2740 LAS-RNO 1406 30 96.67 76 63

AA 2806 LAX-LAS 1236 30 96.67 75 66

AA 2893 LAX-LAS 1617 30 96.67 49 40

AA 2754 LAX-RNO 1919 26 96.15 57 42

AA 2711 SJC-LAS 2004 26 92.31 76 49

AA 2740 RNO-PDX 1557 30 90.00 67 53

AA 2711 PDX-SJC 1752 30 90.00 66 60

AA 2793 RNO-LAX 2111 26 88.46 55 41

AA 2714 LAX-RNO 1746 30 86.67 49 31

AA 2731 RNO-LAX 1733 30 86.67 46 32

US 2760 IAD-BDL 1935 26 84.62 50 38

US 1963 BOS-ATL 1800 26 84.62 45 40

US 838 PHL-RDU 1720 19 84.21 51 40

US 2768 IAD-CMH 1950 19 84.21 37 36

US 1899 BOS-PHL 2030 24 83.33 47 40

AA 2795 LAS-LAX 1058 30 83.33 53 41

UA 1698 LAS-SFO 1752 30 83.33 52 41

AA 2710 LAS-RNO 1748 30 83.33 48 42

US 1564 PIT-PHL 1730 29 82.76 42 29

HP 2687 EWR-PHX 1740 28 82.14 77 59

US 536 PHL-BOS 1730 22 81.82 51 31

US 2762 ATL-IAD 1945 26 80.77 48 41

AA 2831 RNO-LAX 1527 26 80.77 39 28

AA 2734 SNA-RNO 1841 26 80.77 39 30

US 1497 LGA-PIT 1945 26 80.77 30 20

AA 2776 LAX-SFO 1133 30 80.00 51 34

UA 2027 SFO-LAX 1110 30 80.00 51 39

AA 2816 SJC-LAS 1135 30 80.00 39 26

AA 2797 LAS-LAX 1438 30 80.00 31 30

SEPTEMBER 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 595 15 2.5

AMERICAN 2076 47 2.3

US AIRWAYS 2075 25 1.2

UNITED 2221 26 1.2

CONTINENTAL 1165 4 0.3

SOUTHWEST 2494 3 0.1

DELTA 2528 2 0.1

NORTHWEST 1520 1 0.1

ALASKA 430 0 0.0

TWA 778 0 0.0

TOTAL 15882 123 0.8

> SEPTEMBER 1999
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT
>
> PERCENT REPORTED PERCENT REPORTED
>
> ON-TIME OPERATIONS ON-TIME OPERATIONS
>
> CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> AKRON/CANTON, OH. (CAK) 80.5 88.3 77 77 ELMIRA, N.Y. (ELM) 85.2 93.5
> 108 108
>
> ALBANY, N.Y. (ALB) 76.8 86.4 954 955 ERIE, PA. (ERI) 74.5 89.9 110 109
>
> ALBUQUERQUE, N.M. (ABQ) 83.7 87.0 3,151 3,150 EUGENE, OR. (EUG) 67.8
> 70.6 180 180
>
> ALLENTOWN, PA. (ABE) 77.6 85.2 501 501 FAIRBANKS, AK. (FAI) 75.0 82.4
> 488 490
>
> AMARILLO, TX. (AMA) 82.0 90.2 388 388 FARGO, N.D. (FAR) 86.6 91.8 232
> 232
>
> ANCHORAGE, AK. (ANC) 70.1 81.4 1,888 1,893 FAYETTEVILLE, N.C. (FAY)
> 82.5 84.1 114 113
>
> ASHEVILLE, N.C. (AVL) 85.7 89.9 119 119 FLINT, MI. (FNT) 80.0 96.7 90
> 90
>
> ATLANTA, GA. (ATL) 77.4 82.0 21,704 21,745 FRESNO, CA. (FAT) 66.7 96.7
> 30 30
>
> AUGUSTA, GA. (AGS) 85.4 88.8 89 89 FT. LAUDERDALE, FL. (FLL) 71.9 80.7
> 3,589 3,585
>
> AUSTIN, TX. (AUS) 86.7 91.8 3,705 3,705 FT. MYERS, FL. (RSW) 77.4 86.0
> 900 900
>
> BAKERSFIELD, CA. (BFL) 70.0 96.7 30 30 FT. WAYNE, IN. (FWA) 90.0 100.0
> 30 30
>
> BALTIMORE, MD. (BWI) 77.3 80.0 6,868 6,869 GRAND FORKS, N.D. (GFK)
> 86.2 98.9 87 87
>
> BARROW, AK. (BRW) 75.6 70.9 86 86 GRAND RAPIDS, MI. (GRR) 88.0 94.8
> 724 724
>
> BATON ROUGE, LA. (BTR) 86.8 89.6 386 385 GREAT FALLS, MT. (GTF) 89.6
> 95.0 202 202
>
> BETHEL, AK. (BET) 76.7 76.7 86 86 GREEN BAY, WI. (GRB) 87.1 93.5 232
> 232
>
> BILLINGS, MT. (BIL) 84.9 92.1 238 239 GREENBRIER, W.V. (LWB) 76.9 92.3
> 13 13
>
> BINGHAMTON, N.Y. (BGM) 79.8 86.9 84 84 GREENSBORO/HIGH PT., N.C. (GSO)
> 74.8 82.7 1,247 1,244
>
> BIRMINGHAM, AL. (BHM) 86.6 90.0 1,659 1,658 GREENVILLE/SPARTBG., S.C.
> (GSP) 82.5 85.5 566 566
>
> BISMARCK, N.D. (BIS) 91.3 94.8 115 115 GULFPORT/BILOXI, MS. (GPT) 98.9
> 100.0 90 90
>
> BOISE, ID. (BOI) 85.1 89.2 939 938 GUSTAVUS, AK. (GST) 81.8 72.7 11 11
>
> BOSTON, MA. (BOS) 67.8 75.9 9,140 9,141 HARLINGEN, TX. (HRL) 87.0 90.1
> 345 345
>
> BOZEMAN, MT. (BZN) 80.3 96.1 127 128 HARRISBURG, PA. (MDT) 76.5 88.6
> 614 614
>
> BRISTOL, TN. (TRI) 86.4 89.2 110 111 HARTFORD, CT./SPGFLD, MA. (BDL)
> 78.5 85.3 2,594 2,595
>
> BUFFALO, N.Y. (BUF) 75.0 81.9 1,609 1,609 HELENA, MT. (HLN) 94.4 92.2
> 90 90
>
> BURBANK, CA. (BUR) 80.9 83.1 2,329 2,329 HONOLULU, OAHU, HI. (HNL)
> 80.0 93.4 929 931
>
> BURLINGTON, VT. (BTV) 75.1 86.7 233 233 HOUSTON, TX. (HOU) 89.5 86.8
> 4,796 4,795
>
> CEDAR RAPIDS/IOWA CTY,IA. (CID) 88.3 94.4 445 445 HOUSTON, TX. (IAH)
> 85.0 88.1 10,758 10,749
>
> CHARLESTON, S.C. (CHS) 69.3 77.5 540 542 HUNTSVILLE/DECATUR, AL. (HSV)
> 79.8 87.7 486 486
>
> CHARLESTON, W.V. (CRW) 78.9 89.0 109 109 INDIANAPOLIS, IN. (IND) 81.2
> 88.1 2,906 2,904
>
> CHARLOTTE, N.C. (CLT) 80.5 79.8 9,548 9,548 INDIO/PALM SPRINGS, CA.
> (PSP) 83.8 91.4 185 185
>
> CHATTANOOGA, TN. (CHA) 85.0 88.8 80 80 ISLIP/LONG IS., N.Y. (ISP) 83.7
> 89.5 600 600
>
> CHICAGO, IL. (MDW) 88.5 86.3 4,373 4,373 ITHACA, N.Y. (ITH) 83.3 92.6
> 108 108
>
> CHICAGO, IL. (ORD) 79.9 82.7 24,638 24,637 JACKSON/VICKSBURG, MS.
> (JAN) 88.0 90.4 752 761
>
> CINCINNATI, OH. (CVG) 88.1 90.1 6,352 6,345 JACKSON, WY. (JAC) 69.9
> 79.8 93 94
>
> CLEVELAND, OH. (CLE) 80.5 86.6 4,762 4,761 JACKSONVILLE, FL. (JAX)
> 74.9 81.1 1,907 1,908
>
> COLORADO SPRINGS, CO. (COS) 75.6 90.2 1,123 1,123 JUNEAU, AK. (JNU)
> 73.8 78.6 405 406
>
> COLUMBIA, S.C. (CAE) 76.8 82.6 397 397 KAHULUI, MAUI, HI. (OGG) 81.5
> 90.0 270 270
>
> COLUMBUS, OH. (CMH) 78.2 84.2 3,134 3,136 KALAMAZOO, MI. (AZO) 89.3
> 93.3 178 178
>
> CORDOVA, AK. (CDV) 73.3 85.0 60 60 KALISPELL, MT. (FCA) 90.2 87.8 133
> 148
>
> CORPUS CHRISTI, TX. (CRP) 89.0 92.7 246 246 KANSAS CITY, MO. (MCI)
> 85.1 90.1 5,022 5,018
>
> DALLAS/FT. WORTH, TX. (DAL) 88.9 87.1 4,058 4,058 KETCHIKAN, AK. (KTN)
> 67.9 77.4 221 221
>
> DALLAS/FT. WORTH, TX. (DFW) 85.8 86.3 20,341 20,329 KING SALMON, AK.
> (AKN) 68.6 77.1 35 35
>
> DAYTON, OH. (DAY) 83.2 90.1 876 876 KNOXVILLE, TN. (TYS) 86.2 89.4 530
> 530
>
> DAYTONA BEACH, FL. (DAB) 73.3 84.0 150 150 KODIAK, AK. (ADQ) 73.3 71.7
> 60 60
>
> DEADHORSE, AK. (SCC) 78.6 83.9 56 56 KONA, HAWAII., HI. (KOA) 83.3
> 83.3 60 60
>
> DENVER, CO. (DEN) 83.1 87.2 11,201 11,200 KOTZEBUE, AK. (OTZ) 78.1
> 76.7 73 73
>
> DES MOINES, IA. (DSM) 86.2 94.2 588 588 LA CROSSE, WI. (LSE) 88.2 98.1
> 51 52
>
> DETROIT, MI. (DTW) 86.8 84.8 12,660 12,655 LANSING, MI. (LAN) 82.9
> 93.7 175 175
>
> DILLINGHAM, AK. (DLG) 68.6 68.6 35 35 LAS VEGAS, NV. (LAS) 76.2 76.0
> 10,963 10,960
>
> DULUTH, MN. (DLH) 87.4 85.3 95 95 LEXINGTON/FRKFT, KY. (LEX) 81.8 90.7
> 292 289
>
> DUTCH HARBOR, AK. (DUT) 72.4 65.5 58 58 LIHUE, KAUAI, HI. (LIH) 64.7
> 88.2 34 34
>
> EL PASO, TX. (ELP) 83.6 88.3 2,065 2,065 LINCOLN, NE. (LNK) 87.5 94.2
> 257 257
>
> SEPTEMBER 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) 88.6 91.1 1,057 1,055 ROCHESTER, N.Y. (ROC)
> 77.5 84.7 1,218 1,218
>
> LONG BEACH, CA. (LGB) 78.8 87.9 307 305 SACRAMENTO, CA. (SMF) 81.4
> 84.7 3,108 3,109
>
> LOS ANGELES, CA. (LAX) 69.3 75.2 16,539 16,533 SAGINAW, MI. (MBS) 85.0
> 95.0 300 300
>
> LOUISVILLE, KY. (SDF) 86.4 91.1 1,841 1,834 SALT LAKE CITY, UT. (SLC)
> 85.9 89.0 6,735 6,727
>
> LUBBOCK, TX. (LBB) 86.8 90.4 479 479 SAN ANTONIO, TX. (SAT) 87.0 91.7
> 3,168 3,167
>
> MADISON, WI. (MSN) 81.9 92.3 375 375 SAN DIEGO, CA. (SAN) 80.1 84.4
> 5,815 5,815
>
> MANCHESTER, N.H. (MHT) 75.2 84.0 1,096 1,095 SAN FRANCISCO, CA. (OAK)
> 83.7 82.4 4,574 4,575
>
> MEDFORD, OR. (MFR) 76.7 66.7 120 120 SAN FRANCISCO, CA. (SFO) 69.2
> 77.5 11,730 11,721
>
> MELBOURNE, FL. (MLB) 78.6 86.3 117 117 SAN JOSE, CA. (SJC) 76.0 79.8
> 5,382 5,383
>
> MEMPHIS, TN. (MEM) 89.8 90.5 4,152 4,155 SAN JUAN, P.R. (SJU) 73.4
> 82.3 1,537 1,543
>
> MIAMI, FL. (MIA) 70.6 75.6 5,337 5,334 SANTA BARBARA, CA. (SBA) 66.1
> 57.6 118 118
>
> MIDLAND/ODESSA, TX. (MAF) 88.8 93.2 528 528 SARASOTA/BRAD., FL. (SRQ)
> 76.8 87.4 358 358
>
> MILWAUKEE, WI. (MKE) 82.3 90.8 1,255 1,256 SAVANNAH, GA. (SAV) 77.6
> 81.0 415 415
>
> MINNEAPLS/ST.P, MN. (MSP) 88.4 87.9 12,036 12,027
> SCRANTON/WILKES-BARRE,PA. (AVP) 73.9 84.1 138 138
>
> MINOT, N.D. (MOT) 91.1 98.9 90 90 SEATTLE, WA. (SEA) 76.9 82.1 9,221
> 9,220
>
> MISSION/MCALLEN, TX. (MFE) 83.9 94.7 286 285 SHREVEPORT, LA. (SHV)
> 90.8 92.7 316 316
>
> MISSOULA, MT. (MSO) 85.6 95.0 180 180 SIOUX CITY, IA. (SUX) 85.7 94.6
> 56 56
>
> MOBILE,AL./PASCAGOULA,MS. (MOB) 85.8 83.2 353 351 SIOUX FALLS, S.D.
> (FSD) 90.5 95.0 317 317
>
> MOLINE, IL. (MLI) 92.8 95.8 167 167 SITKA, AK. (SIT) 72.3 85.7 112 112
>
> MONROE, LA. (MLU) 81.7 90.0 180 180 SOUTH BEND, IN. (SBN) 87.6 95.1
> 226 226
>
> MONTEREY, CA. (MRY) 84.5 74.1 58 58 SPOKANE, WA. (GEG) 80.3 88.0 1,162
> 1,163
>
> MONTGOMERY, AL. (MGM) 76.7 86.7 90 90 SPRINGFIELD, MO. (SGF) 91.6 97.0
> 166 166
>
> MYRTLE BEACH, S.C. (MYR) 77.0 88.2 187 187 ST. CROIX, V.I. (STX) 86.7
> 85.6 90 90
>
> NASHVILLE, TN. (BNA) 87.5 88.7 4,598 4,597 ST. LOUIS, MO. (STL) 90.1
> 89.9 14,376 14,372
>
> NEW ORLEANS, LA. (MSY) 83.4 88.1 4,069 4,071 ST. THOMAS, V.I. (STT)
> 72.8 86.2 173 174
>
> NEW YORK, N.Y. (JFK) 75.2 84.7 3,815 3,792 SYRACUSE, N.Y. (SYR) 79.5
> 86.6 896 895
>
> NEW YORK, N.Y. (LGA) 66.2 76.3 8,057 8,083 TALLAHASSEE, FL. (TLH) 75.0
> 81.8 176 176
>
> NEWARK, N.J. (EWR) 68.2 77.6 10,279 10,277 TAMPA, FL. (TPA) 75.8 82.8
> 4,926 4,924
>
> NEWBURGH, N.Y. (SWF) 80.8 89.2 120 120 TOLEDO, OH. (TOL) 67.1 83.5 85
> 85
>
> NOME, AK. (OME) 77.9 77.9 77 77 TRAVERSE CITY, MI. (TVC) 83.5 91.8 85
> 85
>
> NORFOLK/VA. BEACH, VA. (ORF) 76.2 83.0 1,286 1,286 TUCSON, AZ. (TUS)
> 77.5 85.2 1,580 1,579
>
> OKLAHOMA CITY, OK. (OKC) 85.6 91.2 1,704 1,705 TULSA, OK. (TUL) 83.8
> 90.7 1,552 1,548
>
> OMAHA, NE. (OMA) 84.2 92.1 1,417 1,415 VALPARAISO, FL. (VPS) 95.6
> 100.0 90 90
>
> ONTARIO, CA. (ONT) 82.1 84.2 2,899 2,899 WASHINGTON, D.C. (DCA) 74.8
> 82.4 6,788 6,794
>
> ORANGE COUNTY, CA. (SNA) 74.4 80.6 3,527 3,532 WASHINGTON, D.C. (IAD)
> 69.9 76.0 6,492 6,488
>
> ORLANDO, FL. (MCO) 76.7 82.7 7,938 7,935 WEST PALM BEACH, FL. (PBI)
> 70.5 81.0 1,628 1,629
>
> PASCO, WA. (PSC) 90.7 94.9 118 118 WHITE PLAINS, N.Y. (HPN) 71.6 82.0
> 412 412
>
> PENSACOLA, FL. (PNS) 83.8 86.6 495 492 WICHITA, KS. (ICT) 80.9 89.7
> 487 487
>
> PEORIA, IL. (PIA) 91.7 98.3 60 60 WILMINGTON, N.C. (ILM) 71.4 80.5 168
> 169
>
> PETERSBURG, AK. (PSG) 63.3 68.3 60 60 WRANGELL, AK. (WRG) 56.7 66.7 60
> 60
>
> PHILADELPHIA, PA. (PHL) 68.5 73.0 9,373 9,365 YAKUTAT, AK. (YAK) 73.3
> 78.3 60 60
>
> PHOENIX, AZ. (PHX) 77.1 77.1 14,415 14,426
>
> PITTSBURGH, PA. (PIT) 79.6 79.1 8,048 8,055
>
> PORTLAND, ME. (PWM) 79.1 86.9 498 498
>
> PORTLAND, OR. (PDX) 79.8 86.5 4,799 4,805
>
> PROVIDENCE, R.I. (PVD) 79.5 84.1 1,939 1,941
>
> RALEIGH/DURHAM, N.C. (RDU) 77.0 83.1 3,072 3,071
>
> RAPID CITY, S.D. (RAP) 89.2 95.8 120 120
>
> RENO, NV. (RNO) 71.6 76.3 3,005 3,005
>
> RICHMOND, VA. (RIC) 74.6 82.5 1,396 1,397
>
> ROANOKE, VA. (ROA) 75.6 85.8 197 197
>
> ROCHESTER, MN. (RST) 86.2 95.4 174 174

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

***SEPTEMBER***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

  ----- ------------- ---------------------- --- ------------------------
                      ***SEPTEMBER 1999***       ***SEPTEMBER 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>SEPT. ’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="alaska">Alaska</h4></td>
<td></td>
<td>2,911</td>
<td>979,948</td>
<td><strong>2.97</strong></td>
<td></td>
<td>7,806</td>
<td>964,410</td>
<td><strong>8.09</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><em><strong>Continental</strong></em></td>
<td></td>
<td>9,344</td>
<td>2,819,386</td>
<td><strong>3.31</strong></td>
<td></td>
<td>9,052</td>
<td>2,817,486</td>
<td><strong>3.21</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>Southwest</strong></em></td>
<td></td>
<td>17,313</td>
<td>5,196,989</td>
<td><strong>3.33</strong></td>
<td></td>
<td>18,847</td>
<td>4,672,290</td>
<td><strong>4.03</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><em><strong>Northwest</strong></em></td>
<td></td>
<td>12,479</td>
<td>3,684,109</td>
<td><strong>3.39</strong></td>
<td></td>
<td>4,957</td>
<td>1,166,922</td>
<td><strong>4.25</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>Delta</strong></em></td>
<td></td>
<td>29,055</td>
<td>7,631,913</td>
<td><strong>3.81</strong></td>
<td></td>
<td>31,187</td>
<td>7,875,454</td>
<td><strong>3.96</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><em><strong>TWA</strong></em></td>
<td></td>
<td>7,351</td>
<td>1,911,768</td>
<td><strong>3.85</strong></td>
<td></td>
<td>7,250</td>
<td>1,817,036</td>
<td><strong>3.99</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>America West</strong></em></td>
<td></td>
<td>5,924</td>
<td>1,507,810</td>
<td><strong>3.93</strong></td>
<td></td>
<td>5,316</td>
<td>1,395,499</td>
<td><strong>3.81</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><em><strong>American</strong></em></td>
<td></td>
<td>21,949</td>
<td>5,115,575</td>
<td><strong>4.29</strong></td>
<td></td>
<td>18,863</td>
<td>5,064,440</td>
<td><strong>3.72</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>US Airways</strong></em></td>
<td></td>
<td>17,339</td>
<td>3,964,160</td>
<td><strong>4.37</strong></td>
<td></td>
<td>14,365</td>
<td>4,568,254</td>
<td><strong>3.14</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><em><strong>United</strong></em></td>
<td></td>
<td>32,444</td>
<td>6,347,883</td>
<td><strong>5.11</strong></td>
<td></td>
<td>45,467</td>
<td>6,644,330</td>
<td><strong>6.84</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>156,109</strong></td>
<td><strong>39,159,541</strong></td>
<td><strong>3.99</strong></td>
<td></td>
<td><strong>163,110</strong></td>
<td><strong>36,986,121</strong></td>
<td><strong>4.41</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-SEPTEMBER**

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

  ------ --------- ------------------------- --- -------------------------
                   ***JANUARY-SEPTEMBER          ***JANUARY-SEPTEMBER
                   1999***                       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.-sept.-99">JAN.-SEPT. ‘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="southwest">Southwest</h4></td>
<td></td>
<td>203,720</td>
<td>48,498,131</td>
<td><strong>4.20</strong></td>
<td></td>
<td>196,542</td>
<td>44,204,904</td>
<td><strong>4.45</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><em><strong>America West</strong></em></td>
<td></td>
<td>58,727</td>
<td>13,540,481</td>
<td><strong>4.34</strong></td>
<td></td>
<td>51,401</td>
<td>13,164,480</td>
<td><strong>3.90</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>Delta</strong></em></td>
<td></td>
<td>341,417</td>
<td>74,928,062</td>
<td><strong>4.56</strong></td>
<td></td>
<td>314,859</td>
<td>72,834,215</td>
<td><strong>4.32</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><em><strong>Continental</strong></em></td>
<td></td>
<td>125,749</td>
<td>27,104,457</td>
<td><strong>4.64</strong></td>
<td></td>
<td>102,315</td>
<td>26,385,849</td>
<td><strong>3.88</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>Northwest</strong></em></td>
<td></td>
<td>173,366</td>
<td>35,034,193</td>
<td><strong>4.95</strong></td>
<td></td>
<td>216,814</td>
<td>31,080,979</td>
<td><strong>6.98</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><em><strong>US Airways</strong></em></td>
<td></td>
<td>216,120</td>
<td>40,800,005</td>
<td><strong>5.30</strong></td>
<td></td>
<td>171,143</td>
<td>42,502,945</td>
<td><strong>4.03</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>American</strong></em></td>
<td></td>
<td>252,585</td>
<td>47,313,461</td>
<td><strong>5.34</strong></td>
<td></td>
<td>205,668</td>
<td>48,404,420</td>
<td><strong>4.25</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><em><strong>TWA</strong></em></td>
<td></td>
<td>103,948</td>
<td>18,665,791</td>
<td><strong>5.57</strong></td>
<td></td>
<td>95,213</td>
<td>17,443,642</td>
<td><strong>5.46</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>Alaska</strong></em></td>
<td></td>
<td>55,678</td>
<td>9,170,016</td>
<td><strong>6.07</strong></td>
<td></td>
<td>61,601</td>
<td>8,810,930</td>
<td><strong>6.99</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><em><strong>United</strong></em></td>
<td></td>
<td>424,774</td>
<td>58,217,087</td>
<td><strong>7.30</strong></td>
<td></td>
<td>440,396</td>
<td>57,393,493</td>
<td><strong>7.67</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>1,956,084</strong></td>
<td><strong>373,271,684</strong></td>
<td><strong>5.24</strong></td>
<td></td>
<td><strong>1,855,952</strong></td>
<td><strong>362,225,857</strong></td>
<td><strong>5.12</strong></td>
</tr>
</tbody>
</table>

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

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

**[OVERSALES]{.underline}**

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

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

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

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

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

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

***April-June***

***PASSENGERS DENIED BOARDING***

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

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

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

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

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

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

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

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

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

***January-June***

***PASSENGERS DENIED BOARDING***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

**Airline Rankings**: Table 6 (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.

TABLE 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

SEPTEMBER 1999 SEPTEMBER 1998

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 2732 233 18 163 867 37 3 49

FOREIGN AIRLINES 274 1 1 5 99 1 0 0

TRAVEL AGENTS 9 0 0 0 3 0 0 0

TOUR OPERATORS 80 0 0 2 35 0 0 0

MISCELLANEOUS\* 66 7 0 9 22 12 0 12

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

INDUSTRY TOTALS 3161 241 19 179 1026 50 3 61

\*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 \*

SEPTEMBER 1999 SEPTEMBER 1998

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 1119 1 311

DELAYS\...\...\...\.... 467 99

CANCELLATIONS\...\... 362 117

MISCONNECTIONS\..... 111 43

CUSTOMER SERVICE\...\..... 2 803 2 201

BAGGAGE\...\...\...\...\..... 3 449 3 147

RES/TKTG/BOARDING\...\.... 4 200 4 100

REFUNDS\...\...\...\...\..... 5 182 5 73

OTHER\...\...\...\...\...\.... 6 124 6 60

FREQUENT FLYER\..... 41 31

FARES\...\...\...\...\...\.... 7 98 8 39

OVERSALES\...\...\...\...\... 8 97 7 47

DISABILITY\...\...\...\..... 9 46 9 36

TOURS\...\...\...\...\...\.... 10 31 11 6

ADVERTISING\...\...\...\.... 11 12 10 6

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

COMPLAINT TOTAL 3161 1026

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

SEPTEMBER 1999

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

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

ACCESS AIR 2 1 1 0 0 2 2 1 0 0 2 11

AIRTRAN AIRWAYS 15 1 3 1 2 10 18 0 0 0 3 53

ALASKA AIRLINES 10 2 3 2 0 10 7 1 0 0 3 38

AMERICA WEST AIRLINES 63 1 6 2 2 7 21 3 0 0 4 109

AMERICAN AIRLINES 137 14 28 12 15 63 100 4 3 0 15 391

AMERICAN EAGLE 21 2 1 1 1 6 9 0 0 0 1 42

AMERICAN TRANS AIR 8 2 2 0 0 6 8 1 0 0 2 29

ATLANTIC SOUTHEAST AIRLINEs 4 1 0 0 0 1 1 0 0 0 0 7

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

CONTINENTAL AIRLINES 77 9 21 4 11 28 79 5 0 1 4 239

DELTA AIR LINES 101 11 27 14 8 33 76 4 0 0 16 290

EASTWIND AIRLINES 12 0 0 0 20 1 0 0 0 0 0 33

HAWAIIAN AIRLINES 1 0 5 1 0 1 5 0 0 0 1 14

HORIZON AIRLINES 10 1 0 0 1 5 3 0 0 0 0 20

KIWI AIRLINES 0 0 0 0 8 0 0 0 0 0 0 8

MIDWAY AIRLINES 2 0 0 0 0 2 2 1 0 0 0 7

MIDWEST EXPRESS AIRLINES 3 0 0 0 0 2 1 0 0 0 0 6

NORTHWEST AIRLINES 110 3 18 12 11 35 76 4 1 0 7 277

RENO AIR 3 0 4 0 1 3 7 0 0 0 2 20

SKY TREK INT\'L AIR 3 0 0 0 0 2 0 0 0 0 0 5

SOUTHWEST AIRLINES 11 2 1 4 4 7 11 2 0 0 2 44

SPIRIT AIRLINES 15 1 3 2 3 3 12 0 0 0 4 43

SUN COUNTRY AIRLINES 3 0 1 0 0 1 2 0 0 0 0 7

TOWER AIR 13 5 0 3 5 8 22 0 0 0 1 57

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

TRANS WORLD AIRLINES 51 5 8 2 6 22 45 2 0 0 6 147

TRANS WORLD EXPRESS 2 2 0 0 0 3 0 0 0 0 0 7

TRANSMERIDIAN AIRLINES 3 0 0 0 0 0 1 0 0 0 2 6

UNITED AIRLINES 135 10 20 15 8 60 113 10 4 0 14 389

UNITED EXPRESS 5 1 1 0 1 1 5 0 0 0 1 15

US AIRWAYS 190 6 15 8 4 31 75 2 1 1 8 341

VANGUARD AIRLINES 12 0 2 0 0 2 4 0 0 0 0 20

OTHER U.S. AIRLINES 22 1 3 0 4 6 9 0 0 0 2 47

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

SEPTEMBER 1999 1046 83 175 83 115 361 716 40 9 2 102 2732

\% OF TOTAL COMPLAINTS 38.3 3.0 6.4 3.0 4.2 13.2 26.2 1.5 0.3 0.1 3.7

SEPTEMBER 1998 278 35 80 30 55 119 176 36 2 2 54 867

\% OF TOTAL COMPLAINTS 32.1 4.0 9.2 3.5 6.3 13.7 20.3 4.2 0.2 0.2 6.2

\*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

SEPTEMBER 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 SEPT. SEPT. PERCENT AUG. PERCENT MONTHS PERCENT
DATE PERCENT

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

ACCESS AIR 11 1 9.09 4 36.36 6 54.55 0 0.00

AIRTRAN AIRWAYS 53 6 11.32 21 39.62 19 35.85 7 13.21

ALASKA AIRLINES 38 6 15.79 20 52.63 9 23.68 3 7.89

AMERICA WEST AIRLINES 109 24 22.02 54 49.54 27 24.77 4 3.67

AMERICAN AIRLINES 391 51 13.04 117 29.92 208 53.20 15 3.84

AMERICAN EAGLE 42 3 7.14 23 54.76 16 38.10 0 0.00

AMERICAN TRANS AIR 29 1 3.45 4 13.79 23 79.31 1 3.45

ATLANTIC SOUTHEAST AIRLINES 7 0 0.00 7 100.00 0 0.00 0 0.00

COMAIR 5 0 0.00 1 20.00 4 80.00 0 0.00

CONTINENTAL AIRLINES 239 21 8.79 90 37.66 114 47.70 14 5.86

DELTA AIR LINES 290 36 12.41 98 33.79 148 51.03 8 2.76

EASTWIND AIRLINES 33 6 18.18 1 3.03 20 60.61 6 18.18

HAWAIIAN AIRLINES 14 0 0.00 5 35.71 7 50.00 2 14.29

HORIZON AIRLINES 20 0 0.00 17 85.00 3 15.00 0 0.00

KIWI AIRLINES 8 0 0.00 0 0.00 8 100.00 0 0.00

MIDWAY AIRLINES 7 0 0.00 2 28.57 5 71.43 0 0.00

MIDWEST EXPRESS AIRLINES 6 0 0.00 6 100.00 0 0.00 0 0.00

NORTHWEST AIRLINES 277 35 12.64 74 26.71 150 54.15 18 6.50

RENO AIR 20 1 5.00 11 55.00 7 35.00 1 5.00

SKY TREK INT\'L AIR 5 1 20.00 2 40.00 2 40.00 0 0.00

SOUTHWEST AIRLINES 44 12 27.27 17 38.64 9 20.45 6 13.64

SPIRIT AIRLINES 43 4 9.30 11 25.58 25 58.14 3 6.98

SUN COUNTRY AIRLINES 7 6 85.71 0 0.00 1 14.29 0 0.00

TOWER AIR 57 7 12.28 11 19.30 36 63.16 3 5.26

TRANS STATES AIRLINES 5 0 0.00 2 40.00 3 60.00 0 0.00

TRANS WORLD AIRLINES 147 16 10.88 41 27.89 84 57.14 6 4.08

TRANS WORLD EXPRESS 7 1 14.29 2 28.57 4 57.14 0 0.00

TRANSMERIDIAN AIRLINES 6 0 0.00 2 33.33 4 66.67 0 0.00

UNITED AIRLINES 389 35 9.00 126 32.39 200 51.41 28 7.20

UNITED EXPRESS 15 0 0.00 9 60.00 6 40.00 0 0.00

US AIRWAYS 341 43 12.61 135 39.59 150 43.99 13 3.81

VANGUARD AIRLINES 20 3 15.00 4 20.00 12 60.00 1 5.00

OTHER U.S. AIRLINES 47 6 12.77 21 44.68 17 36.17 3 6.38

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

TOTALS 2732 325 11.90 938 34.33 1327 48.57 142 5.20

PRIOR YEAR\'S TOTALS 867 152 17.53 319 36.79 394 45.44 2 0.23

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 \*

SEPTEMBER 1999

FLIGHT OVER- RES/TKTG/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

AIR CANADA 4 0 1 0 0 2 1 0 0 0 0 8

AIR FRANCE 5 4 1 1 2 19 8 0 0 0 0 40

AIR JAMAICA 3 0 0 0 0 1 1 0 0 0 0 5

BAHAMASAIR 2 0 1 0 0 0 1 0 0 0 1 5

BRITISH AIRWAYS 7 2 0 2 2 16 13 0 0 0 3 45

EL AL ISRAEL 0 0 1 1 1 4 2 1 1 0 1 12

ICELANDAIR 3 0 0 0 0 0 5 0 0 0 0 8

KLM 4 0 0 0 0 4 3 0 0 0 1 12

LUFTHANSA 1 1 1 2 0 4 6 0 0 0 0 15

MEXICANA 2 0 0 0 0 3 1 0 0 0 0 6

PAKISTAN AIRLINES 2 0 0 0 0 2 0 0 0 0 1 5

SABENA 2 0 0 1 0 3 3 0 0 0 1 10

SAS 0 0 2 0 1 0 2 0 0 0 0 5

SINGAPORE AIRLINES 1 0 0 0 0 0 4 0 0 0 0 5

SWISSAIR 3 0 1 0 1 1 2 0 0 0 0 8

TACA AIRLINES 2 1 4 1 1 2 1 0 0 0 0 12

VIRGIN ATLANTIC 1 0 0 0 1 1 2 0 0 0 0 5

OTHER FOREIGN AIRLINES 14 5 4 1 5 17 16 0 0 0 6 68

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

TOTAL 56 13 16 9 14 79 71 1 1 0 14 274

TRAVEL AGENTS

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

PRICELINE.COM 0 0 1 1 1 0 1 0 1 0 0 5

OTHER TRAVEL AGENTS 0 0 1 1 2 0 0 0 0 0 0 4

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

TOTAL 0 0 2 2 3 0 1 0 1 0 0 9

TOUR OPERATORS

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

APPLE VACATIONS 3 0 0 0 0 0 1 0 0 2 1 7

MYRTLE BEACH JET EXPRESS 0 0 0 0 4 0 0 0 0 2 0 6

SUNJET INT\'L SALES 0 0 0 0 40 0 0 0 0 23 0 63

OTHER TOUR OPERATORS 0 0 1 0 1 0 1 0 0 1 0 4

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

TOTAL 3 0 1 0 45 0 2 0 0 28 1 80

MISCELLANEOUS\*\*

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

OTHER MISCELLANEOUS 14 1 6 4 5 9 13 5 1 1 7 66

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

TOTAL 14 1 6 4 5 9 13 5 1 1 7 66

\*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 CARGO COMPANIES\', ETC.

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

TABLE 6

####  SEPTEMBER

***Consumer Complaints: Rankings***

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

  ----- --------- ------------------------- --- --------------------------
                  ***SEPTEMBER 1999***          ***SEPTEMBER 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="sept.-99">SEPT. ‘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     ***Southwest***     44          5,215,307        **0.84**          13        4,681,361        **0.28**

  2     ***Alaska***        38          1,076,260        **3.53**          8         1,068,102        **0.75**

  3     ***Delta***         290         8,027,196        **3.61**          122       8,524,889        **1.43**

  4     ***United***        389         7,193,749        **5.41**          119       7,613,493        **1.56**

  5     ***American***      391         6,517,832        **6.00**          91        6,474,251        **1.41**

  6     ***Northwest***     277         4,542,699        **6.10**          130       1,442,614        **9.01**

  7     ***Continental***   239         3,476,713        **6.87**          44        3,360,792        **1.31**

  8     ***America West***  109         1,532,125        **7.11**          48        1,415,369        **3.39**

  9     ***T W A***         147         2,010,219        **7.31**          41        1,918,375        **2.14**

  10    ***US Airways***    341         4,114,002        **8.29**          79        4,719,561        **1.67**

        **TOTAL**           **2,265**   **43,706,102**   **5.18**          **695**   **41,218,807**   **1.69**
  ----- ------------------- ----------- ---------------- ---------- ------ --------- ---------------- ----------

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 SEPTEMBER 1999 JANUARY 1998 THRU SEPTEMBER 1998

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 13395 797 47 593 6289 304 15 536

FOREIGN AIRLINES 1192 14 3 19 761 5 0 18

TRAVEL AGENTS 35 0 0 2 17 0 0 1

TOUR OPERATORS 691 2 0 5 261 1 1 5

MISCELLANEOUS\* 374 70 0 79 200 67 0 101

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

INDUSTRY TOTALS 15687 883 50 698 7528 377 16 661

\*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 \*

JANUARY 1999 THRU SEPTEMBER 1999 JANUARY 1998 THRU SEPTEMBER 1998

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 5575 1 2014

DELAYS\...\...\...\.... 2049 560

CANCELLATIONS\...\... 1978 735

MISCONNECTIONS\..... 630 225

CUSTOMER SERVICE\...\..... 2 3095 2 1550

BAGGAGE\...\...\...\...\..... 3 2156 3 1102

RES/TKTG/BOARDING\...\.... 4 1277 4 782

REFUNDS\...\...\...\...\..... 5 1077 5 586

OTHER\...\...\...\...\...\.... 6 699 6 418

FREQUENT FLYER\..... 310 192

OVERSALES\...\...\...\...\... 7 618 7 409

FARES\...\...\...\...\...\.... 8 488 9 257

DISABILITY\...\...\...\..... 9 396 8 275

TOURS\...\...\...\...\...\.... 10 243 10 86

ADVERTISING\...\...\...\.... 11 63 11 49

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

COMPLAINT TOTAL 15687 7528

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 \*

JANUARY 1999 THRU SEPTEMBER 1999

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

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

ACCESS AIR 18 1 4 0 1 3 8 1 0 0 3 39

AIRTRAN AIRWAYS 85 12 14 3 7 34 49 1 0 0 9 214

ALASKA AIRLINES 41 7 23 4 8 28 41 6 0 0 10 168

AMERICA WEST AIRLINES 194 10 34 13 19 43 87 16 1 0 15 432

AMERICAN AIRLINES 883 88 173 63 89 316 442 48 9 5 84 2200

AMERICAN EAGLE 64 13 7 1 2 21 28 0 0 0 3 139

AMERICAN TRANS AIR 51 9 13 2 3 25 37 7 0 2 4 153

ATLANTIC SOUTHEAST AIRLINES 17 7 3 1 0 6 6 2 0 0 0 42

BUSINESS EXPRESS 8 2 1 0 0 8 4 0 0 0 0 23

COMAIR 13 3 2 0 0 6 5 0 1 0 3 33

CONTINENTAL AIRLINES 280 40 80 31 26 118 225 18 2 3 32 855

CONTINENTAL EXPRESS 8 1 0 0 0 1 1 0 0 0 3 14

DELTA AIR LINES 488 54 160 73 53 158 319 42 7 2 106 1462

DELTA CONNECTION 6 1 1 2 0 1 4 0 0 0 2 17

EASTWIND AIRLINES 215 13 21 6 93 23 29 1 1 0 4 406

FRONTIER AIRLINES 9 0 5 1 6 2 4 4 0 0 4 35

HAWAIIAN AIRLINES 18 3 7 2 3 3 17 0 0 0 7 60

HORIZON AIRLINES 22 4 2 0 3 7 7 4 1 0 3 53

KIWI AIRLINES 124 13 13 1 164 34 17 1 2 2 3 374

MIDWAY AIRLINES 13 1 6 1 1 4 4 1 1 0 1 33

MIDWEST EXPRESS AIRLINES 8 0 0 1 0 3 3 0 0 0 1 16

NORTHWEST AIRLINES 506 26 108 53 61 184 275 38 5 1 61 1318

PAN AM 8 0 1 0 5 3 2 0 0 3 0 22

PRO AIR SERVICES 6 0 2 0 1 2 3 0 0 0 0 14

RENO AIR 30 13 20 2 15 12 34 2 0 0 3 131

RYAN INTERNATIONAL AIRLINES 13 0 0 0 1 3 5 0 0 0 3 25

SKY TREK INT\'L AIR 29 0 0 0 1 35 3 0 0 3 0 71

SOUTHWEST AIRLINES 36 8 26 13 12 38 49 7 1 0 6 196

SPIRIT AIRLINES 107 11 17 11 7 25 42 3 1 1 15 240

SUN COUNTRY AIRLINES 11 0 1 0 2 11 6 0 0 0 1 32

TOWER AIR 70 22 23 6 9 37 68 3 0 0 7 245

TRANS STATES AIRLINES 15 5 5 0 1 6 5 0 0 0 1 38

TRANS WORLD AIRLINES 233 41 66 17 33 93 151 15 0 0 49 698

TRANS WORLD EXPRESS 18 3 1 0 0 6 9 1 0 0 1 39

TRANSMERIDIAN AIRLINES 7 0 1 0 0 1 1 0 0 0 2 12

\*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 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 3 (cont.)

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S.AIRLINES

BY COMPLAINT CATEGORY \*

JANUARY 1999 THRU SEPTEMBER 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

UNITED AIRLINES 598 61 135 61 56 277 430 67 7 0 76 1768

UNITED EXPRESS 40 9 5 1 3 13 16 0 0 0 5 92

US AIRWAYS 660 39 82 38 37 163 267 55 1 1 50 1393

US AIRWAYS EXPRESS 6 0 1 1 0 0 4 3 1 0 1 17

VANGUARD AIRLINES 39 9 28 6 8 11 19 0 7 1 3 131

WINAIR 9 0 1 1 5 1 4 0 0 1 1 23

OTHER U.S. AIRLINES 49 6 4 0 17 14 18 7 1 1 5 122

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

JANUARY THRU SEPTEMBER 1999 5055 535 1096 415 752 1779 2748 353 49 26
587 13395

\% OF TOTAL COMPLAINTS 37.7 4.0 8.2 3.1 5.6 13.3 20.5 2.6 0.4 0.2 4.4

JANUARY THRU SEPTEMBER 1998 1802 312 616 206 482 858 1354 249 32 19 359
6289

\% OF TOTAL COMPLAINTS 28.7 5.0 9.8 3.3 7.7 13.6 21.5 4.0 0.5 0.3 5.7

\*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 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 SEPTEMBER 1999

FLIGHT OVER- RES/TKTG/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

AIR ARUBA 17 2 1 0 0 6 5 0 0 0 3 34

AIR CANADA 14 1 6 0 6 6 13 1 0 0 3 50

AIR FRANCE 24 9 8 2 8 44 21 0 0 0 3 119

AIR INDIA 2 1 3 0 0 4 1 0 0 0 0 11

AIR JAMAICA 8 0 1 0 1 7 2 1 0 0 1 21

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

ALITALIA AIRLINES 5 4 3 0 1 12 6 0 0 0 4 35

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

BRITISH AIRWAYS 25 10 9 5 8 43 40 2 1 0 10 153

BWIA 4 2 0 0 0 5 2 0 0 0 2 15

CANADIAN AIRLINES INT\'L 4 1 3 0 1 3 3 0 0 0 2 17

EL AL ISRAEL 4 0 1 1 4 5 5 1 1 0 2 24

GUYANA AIRWAYS 8 0 3 0 2 0 1 0 0 0 1 15

IBERIA AIRLINES 10 1 4 1 4 6 5 1 0 0 4 36

ICELANDAIR 5 0 2 0 1 0 5 0 1 0 0 14

KLM 15 1 8 1 2 21 17 2 0 0 5 72

KOREAN AIR LINES 3 0 3 1 2 6 3 0 0 0 1 19

LACSA 2 4 1 0 1 6 1 0 0 0 0 15

LAKER AIRWAYS 15 0 0 0 0 4 10 0 0 0 3 32

LUFTHANSA 6 3 3 5 3 12 15 2 0 0 0 49

MEXICANA 11 8 1 3 0 7 14 1 0 0 0 45

OLYMPIC AIRWAYS 3 1 0 0 1 0 8 0 0 0 0 13

SABENA 6 1 0 1 2 7 7 1 0 0 3 28

SINGAPORE AIRLINES 2 0 0 1 0 1 8 2 0 0 0 14

SWISSAIR 5 0 2 0 4 4 4 0 1 0 0 20

TACA AIRLINES 6 7 6 2 1 13 4 0 0 0 0 39

VASP 4 0 2 0 0 3 1 0 0 0 1 11

VIRGIN ATLANTIC 3 1 4 1 2 4 9 0 0 0 2 26

OTHER FOREIGN AIRLINES 43 8 29 7 25 73 39 1 1 4 14 244

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

TOTAL 258 67 103 31 80 306 255 15 5 8 64 1192

\*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.

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 TOUR OPERATORS\', ETC.

TABLE 4 (cont.)

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S.AIRLINES

BY COMPLAINT CATEGORY \*

JANUARY 1999 THRU SEPTEMBER 1999

FLIGHT OVER- RES/TKTG/ CUSTOMER ADVER-

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

TRAVEL AGENTS

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

PRICELINE.COM 0 0 2 3 2 0 2 0 1 0 0 10

OTHER TRAVEL AGENTS 0 0 9 3 9 0 3 0 1 0 0 25

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

TOTAL 0 0 11 6 11 0 5 0 2 0 0 35

TOUR OPERATORS

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

APPLE VACATIONS 8 0 0 0 0 1 8 0 0 6 2 25

FUN JET INCORPORATED 3 0 3 0 0 0 3 0 0 0 1 10

MYRTLE BEACH JET EXPRESS 8 0 1 0 13 0 0 0 0 12 0 34

SUNJET INT\'L SALES 150 6 14 3 193 21 29 5 2 155 2 580

SUNTRIPS OF CALIFORNIA 4 0 1 1 0 0 2 0 0 2 2 12

OTHER TOUR OPERATORS 7 1 5 0 3 0 4 1 0 9 0 30

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

TOTAL 180 7 24 4 209 22 46 6 2 184 7 691

MISCELLANEOUS \*\*

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

OTHER MISCELLANEOUS 82 9 43 32 25 49 41 22 5 25 41 374

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

TOTAL 82 9 43 32 25 49 41 22 5 25 41 374

\*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 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 TOUR OPERATORS\', ETC.

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

TABLE 5

####  JANUARY-SEPTEMBER

***Consumer Complaints: Rankings***

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

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

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

+-----+------+-------+---------+-------+---+-------+--------+--------+
|     |      |       |         | *     |   |       |        | ***C   |
|     |      |       |         | **COM |   |       |        | OMPLAI |
|     |      |       |         | PLAIN |   |       |        | NTS*** |
|     |      |       |         | TS*** |   |       |        |        |
+-----+------+-------+---------+-------+---+-------+--------+--------+
| #   |      |       | **      | *     |   |       | ***S   | ***PER |
| # J |      |       | *SYSTEM | **PER |   |       | YSTEMW | 100,   |
| AN. |      |       | WIDE*** | 100,0 |   |       | IDE*** | 000*** |
| -SE |      |       |         | 00*** |   |       |        |        |
| P.  |      |       |         |       |   |       |        |        |
+-----+------+-------+---------+-------+---+-------+--------+--------+
| ##  | *    | *     | ***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     ***Southwest***     196          48,650,748        **0.40**         116         44,297,901        **0.26**

  2     ***Alaska***        168          10,324,186        **1.63**         49          9,843,454         **0.50**

  3     ***Delta***         1,462        79,735,076        **1.83**         645         79,694,145        **0.81**

  4     ***Continental***   855          33,002,827        **2.59**         318         31,428,691        **1.01**

  5     ***United***        1,768        65,621,067        **2.69**         859         65,220,494        **1.32**

  6     ***America West***  432          13,882,420        **3.11**         285         13,456,508        **2.12**

  7     ***Northwest***     1,318        42,304,812        **3.12**         951         37,556,477        **2.53**

  8     ***US Airways***    1,393        41,797,690        **3.33**         375         43,871,791        **0.85**

  9     ***T W A***         698          19,513,305        **3.58**         248         18,388,057        **1.35**

  10    ***American***      2,200        60,546,017        **3.63**         669         61,671,185        **1.08**

        **TOTAL**           **10,490**   **415,378,148**   **2.53**         **4,515**   **405,428,703**   **1.11**
  ----- ------------------- ------------ ----------------- ---------- ----- ----------- ----------------- ----------

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"}