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

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

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

**Section Page**

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

***Flight Delays***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

**Section Page**

***Mishandled Baggage***

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

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

***Oversales***

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

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

***Consumer Complaints***

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

**Complaint Tables 1-5** \...\...\...\.....21

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

**Rankings, Table 6** \...\...\...\.....26

**Complaint Categories** \...\...\...\.....27

![](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/.*

![](media/image5.wmf)

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

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

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

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

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

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

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

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

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

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

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

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

MAY 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 82.6 77 82.4

NORTHWEST S/ 29 82.3 113 82.3

SOUTHWEST S/ 14 80.2 54 79.7

DELTA S/ 29 79.1 113 79.7

US AIRWAYS S/ 25 76.2 89 76.1

CONTINENTAL S/ 28 73.9 77 74.6

AMERICA WEST S/ 26 74.9 51 74.5

UNITED S/ 29 73.5 99 73.7

ALASKA S/ 7 71.7 34 70.8

AMERICAN S/ 29 65.1 92 65.2

T O T A L 75.6 76.2

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

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

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

MAY 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

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

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

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

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

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

ALASKA 75.2 (5) 74.8 (8) 67.1 (10) 69.6 (9) 71.5 (10) 72.6 (7) 70.8 (9)
70.9 (9) 77.6 (8)

AMERICA WEST 71.5 (8) 66.5 (9) 68.1 (9) 74.1 (7) 76.4 (7) 71.6 (8) 74.5
(7) 69.9 (10) 80.4 (2)

AMERICAN 81.0 (2) 80.0 (6) 79.8 (6) 70.4 (8) 72.8 (9) 69.7 (10) 65.2
(10) 75.0 (5) 79.6 (4)

CONTINENTAL 73.8 (6) 81.0 (5) 82.1 (4) 78.3 (2) 80.3 (4) 79.2 (3) 74.6
(6) 79.0 (4) 78.5 (6)

DELTA 77.3 (3) 83.6 (2) 82.6 (3) 77.0 (3) 79.3 (5) 78.7 (4) 79.7 (4)
80.3 (2) 77.5 (9)

NORTHWEST 67.2 (10) 58.6 (10) 83.3 (2) 75.2 (5) 81.0 (3) 80.6 (1) 82.3
(2) 72.7 (8) 79.9 (3)

SOUTHWEST 82.5 (1) 83.9 (1) 79.8 (5) 80.2 (1) 81.1 (2) 78.1 (5) 79.7 (3)
80.9 (1) 83.6 (1)

TWA 72.8 (7) 82.8 (3) 83.7 (1) 75.8 (4) 84.6 (1) 80.3 (2) 82.4 (1) 79.5
(3) 77.6 (7)

UNITED 70.7 (9) 76.0 (7) 76.7 (8) 74.6 (6) 78.8 (6) 71.1 (9) 73.7 (8)
74.3 (7) 76.7 (10)

US AIRWAYS 75.8 (4) 81.4 (4) 76.8 (7) 68.5 (10) 73.0 (8) 74.3 (6) 76.1
(5) 74.7 (6) 78.9 (5)

TOTAL 75.7 78.3 79.4 74.8 78.1 75.7 76.2 76.7 78.9

MAY 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 754 60.6 1379 62.5 217 64.1 214 60.7 91 60.4 1039 63.5 568 62.3

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

CO 760 71.4 798 68.2 318 70.1 107 61.7 25 80.0 610 74.8 390 68.2

DL 18586 79.1 1951 74.2 386 78.0 275 82.2 6098 81.1 1214 77.2 583 80.1

HP 122 46.7 274 55.5 149 35.6 H/ H/ 62 77.4 212 64.6

NW 491 74.3 543 71.3 375 73.6 201 73.1 36 77.8 602 79.6 310 79.7

TW 205 78.0 239 69.9 186 83.9 118 81.4 114 79.8 292 77.7 180 84.4

UA 609 73.9 1370 69.9 398 67.3 150 75.3 160 62.5 518 63.7 8798 84.0

US 733 75.9 2286 65.0 2271 77.6 9134 83.2 H/ 2485 79.9 246 84.6

WN H/ H/ 2475 79.4 H/ H/ H/ H/

TOTAL 22260 77.7 8840 67.9 6775 75.9 10199 82.1 6524 80.3 6822 75.1
11287 81.7

ARRIVAL AIRPORT

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

DFW DTW EWR IAH JFK LAS LAX

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

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

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

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

AA 14416 67.9 428 61.4 942 51.3 605 59.5 1001 67.1 323 57.6 2097 71.2

AS H/ H/ H/ H/ H/ 263 79.5 765 73.1

CO 549 66.1 316 75.0 6257 69.5 8317 79.6 H/ 411 77.1 713 76.9

DL 3850 77.3 337 76.6 973 72.3 369 71.3 933 70.3 802 84.5 1390 80.7

HP 205 60.5 124 32.3 277 43.0 154 64.3 218 54.6 2367 79.7 790 73.5

NW 473 73.8 9999 86.1 506 61.3 186 79.6 87 83.9 341 77.4 558 81.4

TW 315 76.2 242 73.6 180 61.7 118 79.7 987 74.3 186 84.9 340 81.8

UA 577 69.2 321 69.2 993 60.5 409 67.0 560 71.3 1224 81.1 5195 76.8

US 323 73.7 427 71.0 429 62.9 327 74.9 H/ 135 68.9 465 74.4

WN H/ 564 69.1 H/ 188 64.4 H/ 4233 82.2 3499 78.1

TOTAL 20708 69.9 12758 82.3 10557 65.8 10673 77.0 3786 70.0 10285 80.3
15812 76.5

MAY 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 1583 52.9 603 66.0 3127 70.5 511 57.5 9066 64.2 217 72.8 680 57.2

AS H/ H/ H/ H/ H/ 1463 81.5 H/

CO 445 66.3 586 75.6 398 78.6 195 75.9 652 55.8 93 69.9 279 66.7

DL 2192 72.9 2955 82.7 464 73.1 366 80.1 847 63.5 612 82.5 684 73.1

HP 30 90.0 62 24.2 62 40.3 123 61.8 217 40.1 185 75.1 154 53.2

NW 598 65.7 474 73.0 294 74.1 9545 86.9 799 65.7 186 84.9 469 65.0

TW 237 65.8 305 82.3 222 77.5 282 81.6 374 62.0 135 91.9 174 66.7

UA 856 62.7 648 79.3 501 71.9 652 62.0 12604 68.6 886 73.3 768 66.5

US 2269 66.4 1591 79.1 513 70.8 267 74.5 628 60.8 H/ 6688 69.0

WN H/ 1072 81.9 H/ H/ H/ 906 84.4 H/

TOTAL 8210 65.1 8296 78.9 5581 71.5 11941 83.2 25187 65.9 4683 80.2 9896
67.8

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 550 66.2 93 65.6 611 65.3 460 65.9 917 61.7 184 62.5 366 60.9 372
62.6

AS 279 76.0 H/ 372 79.6 3760 66.5 558 68.1 H/ H/ H/

CO 332 77.7 90 80.0 272 73.5 254 75.6 470 75.3 94 75.5 138 76.1 446 78.5

DL 704 81.8 276 83.3 461 87.4 616 77.8 742 72.9 4727 87.1 213 75.1 1014
77.7

HP 6344 84.0 H/ 304 73.4 218 58.3 340 64.4 135 72.6 93 58.1 31 45.2

NW 310 80.6 109 77.1 186 83.9 553 76.3 434 76.0 124 75.8 364 79.9 342
75.1

TW 200 85.0 167 74.9 155 84.5 197 81.2 217 72.8 93 80.6 10524 86.4 217
83.4

UA 1075 78.2 204 61.8 936 76.4 1399 74.1 6870 72.0 432 75.9 270 68.1 332
74.4

US 220 73.2 7554 81.3 148 78.4 206 70.4 333 77.8 H/ 287 80.8 1139 73.6

WN 4947 81.5 H/ 2280 80.3 1027 80.5 433 67.7 1060 85.3 2554 77.9 1138
82.7

TOTAL 14961 81.5 8493 80.6 5725 78.1 8690 71.3 11314 71.1 6849 84.7
14809 83.3 5031 76.5

MAY 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 75.0 75.5 41.9 83.0 86.6 J/ 92.3 80.9 91.1 75.3 89.7 71.3
98.5 79.4 J/ 64.9

700 - 759 AM 89.3 76.0 90.7 94.7 88.9 89.0 92.4 81.4 94.8 75.0 84.8 67.7
95.9 96.3 86.9 90.7

800 - 859 AM 88.2 76.3 87.7 90.6 88.8 83.1 89.5 78.3 92.8 85.3 86.7 68.4
91.0 90.5 82.2 94.5

900 - 959 AM 85.1 79.1 92.0 84.2 85.3 87.0 91.1 73.0 83.6 90.4 78.2 J/
88.8 90.3 71.7 93.2

1000 - 1059 AM 82.5 81.2 89.1 88.8 84.2 80.3 86.6 76.7 89.1 80.3 81.2
86.0 86.1 80.1 75.4 88.5

1100 - 1159 AM 83.3 78.5 85.1 84.1 84.1 81.7 86.2 72.4 87.8 83.7 84.5
93.5 85.3 77.0 73.6 83.8

1200 - 1259 PM 82.5 76.0 86.2 86.7 77.7 77.4 92.2 75.8 90.5 79.2 82.0 J/
88.6 78.6 72.2 82.8

100 - 159 PM 76.2 76.9 84.0 80.7 81.1 85.0 81.7 68.5 88.5 76.0 77.9 81.7
77.8 75.9 73.6 79.1

200 - 259 PM 81.8 69.2 79.5 84.6 81.6 82.6 84.8 71.9 90.5 61.5 77.5 80.5
81.7 78.9 66.5 85.6

300 - 359 PM 78.2 74.5 78.2 84.9 78.9 74.9 76.9 71.7 79.7 63.7 69.8 74.2
77.9 74.2 72.0 83.9

400 - 459 PM 69.4 65.7 71.2 77.5 69.9 71.7 76.2 66.2 78.3 48.5 74.0 63.0
74.6 75.1 58.6 80.2

500 - 559 PM 74.5 58.7 78.0 80.3 79.3 72.4 80.5 67.7 77.0 59.7 74.7 67.1
70.4 73.9 54.0 77.4

600 - 659 PM 71.6 57.8 64.6 77.4 77.6 68.7 76.3 71.9 76.6 53.5 67.6 65.1
80.4 77.7 51.9 74.3

700 - 759 PM 63.4 56.5 64.9 76.2 70.9 62.8 74.3 63.1 76.7 57.7 71.5 65.2
74.9 72.5 51.4 68.2

800 - 859 PM 72.8 52.7 69.2 66.2 64.5 69.8 72.4 64.2 75.2 56.0 71.7 66.0
79.4 68.0 58.8 69.0

900 - 959 PM 67.7 64.1 63.7 71.4 76.0 66.2 70.4 58.7 74.6 60.3 68.4 74.6
74.8 70.1 56.3 66.5

1000 - 1059 PM 74.6 65.6 66.8 67.9 71.4 57.2 69.1 66.4 77.3 58.7 68.9
68.5 77.0 66.8 60.0 69.7

1100 - 559 AM 74.5 68.2 69.6 70.8 77.0 66.0 75.6 73.6 68.8 67.4 70.0
74.9 75.4 70.4 62.5 71.9

TOTAL, ALL ARRIVALS,

BY AIRPORT 77.7 67.9 75.9 82.1 80.3 75.1 81.7 69.9 82.3 65.8 77.0 70.0
80.3 76.5 65.1 78.9

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 67.7 92.7 93.0 J/ 70.9 91.1 90.3 100.0 56.5 73.3 J/ 93.4
78.0 84.5

700 - 759 AM 90.3 93.0 87.2 94.3 89.3 91.0 93.9 96.9 93.3 96.6 93.6 90.8
98.2 90.5

800 - 859 AM 93.5 91.8 82.9 95.0 78.3 92.6 89.1 91.5 93.0 95.2 95.4 89.9
87.5 87.4

900 - 959 AM 82.1 89.6 79.1 90.7 76.3 84.6 90.4 90.8 77.0 83.5 93.5 94.0
94.9 84.2

1000 - 1059 AM 85.0 87.8 76.9 91.8 74.2 88.8 85.4 86.2 75.8 74.3 89.9
92.1 83.6 83.8

1100 - 1159 AM 84.7 87.8 72.3 87.2 82.3 84.0 79.0 84.4 76.1 72.3 86.9
87.4 78.4 80.8

1200 - 1259 PM 76.1 84.4 67.3 80.4 74.5 83.4 84.1 82.5 69.9 62.8 76.0
87.5 84.9 79.1

100 - 159 PM 83.1 85.1 70.5 76.1 77.1 80.6 82.8 81.0 81.7 68.8 90.0 86.4
79.6 78.6

200 - 259 PM 76.4 82.7 61.1 83.8 67.1 83.4 85.0 72.5 69.5 68.0 80.5 84.9
80.6 77.0

300 - 359 PM 72.6 85.7 63.8 78.2 68.3 81.8 83.1 78.7 80.7 66.1 86.9 84.5
80.0 76.0

400 - 459 PM 74.1 73.3 61.0 78.7 56.5 78.4 75.3 75.7 71.2 71.3 85.3 79.2
72.0 69.8

500 - 559 PM 66.8 84.0 56.7 70.6 66.7 75.2 74.0 72.1 69.7 67.2 81.5 78.5
68.4 71.4

600 - 659 PM 58.9 70.8 54.6 79.3 57.7 72.2 84.1 67.0 64.5 71.4 80.3 77.9
73.0 68.3

700 - 759 PM 60.0 77.0 54.3 76.5 62.7 73.8 73.7 73.5 65.8 66.6 84.4 77.3
74.2 69.1

800 - 859 PM 59.0 63.0 49.2 67.3 58.7 77.0 74.3 76.3 62.5 66.0 79.9 74.8
68.5 67.7

900 - 959 PM 56.0 79.3 50.3 75.1 59.2 75.8 73.4 74.2 68.7 63.6 71.3 68.3
66.8 67.2

1000 - 1059 PM 66.5 74.1 48.6 77.1 62.5 75.1 72.0 71.2 60.1 64.3 73.9
75.4 70.2 69.0

1100 - 559 AM 70.5 73.2 75.4 73.9 68.2 79.9 64.7 67.2 69.8 68.9 85.1
66.7 75.6 71.2

TOTAL, ALL ARRIVALS,

BY AIRPORT 71.5 83.2 65.9 80.2 67.8 81.5 80.6 78.1 71.3 71.1 84.7 83.3
76.5 75.6

MAY 1999

AIR TRAVEL CONSUMER REPORT

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

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 92.6 92.5 95.4 88.5 93.3 95.3 96.3 85.0 91.0 92.0 89.1 89.8
96.2 90.8 93.4 95.0

700 - 759 AM 91.4 89.6 91.7 91.5 94.4 89.9 92.9 86.3 89.6 92.3 88.1 88.3
94.1 92.6 91.0 92.8

800 - 859 AM 87.6 89.5 88.6 88.4 90.5 88.2 92.6 81.6 90.1 87.2 90.0 91.7
94.9 89.0 87.6 92.6

900 - 959 AM 83.3 88.3 87.2 88.4 92.6 91.6 89.6 73.2 90.1 83.8 85.6 93.0
90.0 84.4 85.8 93.3

1000 - 1059 AM 85.5 87.3 85.1 86.1 87.6 86.9 89.5 73.6 87.9 87.0 81.6
96.8 79.7 80.9 83.0 93.6

1100 - 1159 AM 83.6 84.3 87.4 84.7 90.5 86.6 90.6 71.6 84.2 87.5 83.5
88.0 83.4 75.4 78.3 89.2

1200 - 1259 PM 83.1 84.4 83.3 82.7 88.6 89.4 89.1 73.6 86.4 85.9 83.4
88.9 87.0 74.9 78.6 86.5

100 - 159 PM 82.2 85.0 83.1 83.8 75.8 83.9 78.8 77.9 85.6 84.6 83.4 91.2
77.8 78.6 80.1 81.7

200 - 259 PM 79.6 81.7 81.1 77.0 79.9 85.3 82.4 66.8 80.5 72.9 77.2 88.9
77.6 79.6 78.3 78.6

300 - 359 PM 81.1 74.4 74.4 79.3 85.8 83.5 84.6 67.7 81.0 76.3 77.0 89.6
77.9 79.8 79.1 82.2

400 - 459 PM 74.5 76.6 70.9 75.3 81.7 75.2 77.1 76.6 67.7 65.8 77.0 79.2
72.9 76.2 76.7 81.4

500 - 559 PM 74.6 68.9 62.7 78.1 73.2 74.4 79.7 62.5 76.4 63.6 75.6 72.0
64.9 75.3 66.1 79.8

600 - 659 PM 72.4 63.5 64.6 71.1 80.8 72.8 80.4 61.7 76.1 62.1 76.9 76.9
74.9 77.0 64.4 75.7

700 - 759 PM 74.4 61.3 65.3 76.7 80.0 76.8 80.5 76.0 74.4 62.2 76.4 74.5
74.7 70.5 64.6 75.9

800 - 859 PM 70.2 62.5 64.9 78.2 80.0 70.5 79.3 60.8 72.4 64.7 74.7 56.5
69.6 74.8 62.7 76.4

900 - 959 PM 77.3 89.3 57.3 82.0 78.3 83.3 79.9 79.1 78.7 56.4 76.0 86.7
77.1 77.5 69.1 73.7

1000 - 1059 PM 77.6 J/ 46.2 77.1 86.4 J/ 77.4 61.7 80.2 76.0 80.6 90.3
82.6 86.1 J/ 100.0

1100 - 559 AM 78.2 97.2 87.1 48.3 100.0 J/ 90.0 J/ 96.7 97.5 83.6 83.9
79.4 89.8 J/ J/

TOTAL, ALL DEPARTURES,

BY AIRPORT 80.4 79.8 78.7 81.2 85.4 83.1 85.3 70.8 82.4 77.6 80.7 82.9
81.4 81.4 78.6 84.6

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 90.3 92.8 93.1 93.5 92.2 93.5 91.1 94.9 91.1 93.8 94.3 90.7
98.6 92.5

700 - 759 AM 87.7 92.6 89.5 90.7 90.8 90.9 86.3 93.8 82.8 92.9 91.0 91.4
93.8 90.6

800 - 859 AM 91.0 89.2 86.6 88.6 85.9 85.9 92.3 89.6 86.4 93.0 92.1 90.1
91.8 88.7

900 - 959 AM 87.9 90.7 83.8 89.8 77.3 83.3 91.5 88.6 80.1 91.6 92.9 91.9
90.1 86.2

1000 - 1059 AM 93.6 87.6 81.3 86.5 81.9 82.4 88.4 83.3 77.0 83.5 92.6
91.3 83.8 84.0

1100 - 1159 AM 86.5 87.6 78.7 89.5 75.2 81.8 85.4 82.0 72.9 75.1 90.8
87.8 84.7 83.2

1200 - 1259 PM 84.9 86.8 79.7 89.3 79.0 75.9 87.0 79.1 77.4 72.7 86.2
85.4 83.2 82.0

100 - 159 PM 78.9 87.6 75.7 80.0 79.7 77.6 78.6 82.8 77.5 74.9 80.6 85.8
81.6 81.0

200 - 259 PM 81.5 85.9 74.8 76.2 73.2 74.7 82.7 71.0 83.4 73.4 92.1 83.1
79.1 78.2

300 - 359 PM 76.2 83.2 69.7 80.1 68.6 76.8 67.2 76.5 71.8 68.8 82.7 81.7
78.3 76.9

400 - 459 PM 73.8 83.1 64.9 76.9 60.0 70.9 75.5 72.7 76.8 78.1 84.9 82.3
74.7 74.7

500 - 559 PM 72.8 81.8 63.3 85.1 62.1 76.4 73.5 73.9 66.2 71.5 80.9 75.1
64.6 71.2

600 - 659 PM 75.7 82.4 62.3 76.1 65.7 76.1 75.8 69.5 66.0 73.5 84.6 73.7
76.8 71.9

700 - 759 PM 66.3 80.6 59.9 75.7 68.1 59.5 66.0 72.0 68.4 70.3 77.9 79.9
76.2 71.2

800 - 859 PM 62.7 76.8 60.6 78.1 68.1 73.2 76.0 74.3 69.2 63.5 85.7 75.3
75.1 71.1

900 - 959 PM J/ 82.6 60.9 74.7 67.8 76.2 79.3 77.1 64.8 79.1 76.5 73.7
62.5 74.2

1000 - 1059 PM J/ 81.8 55.4 96.7 J/ 88.6 80.7 91.3 80.5 84.0 84.4 72.4
80.6 77.1

1100 - 559 AM 85.7 100.0 90.1 95.4 88.2 93.1 90.0 91.5 86.2 85.3 82.5
64.0 96.8 84.0

TOTAL, ALL DEPARTURES,

BY AIRPORT 79.8 85.4 73.6 85.3 74.4 80.2 81.8 82.2 77.8 80.2 87.4 82.5
82.6 80.0

MAY 1999

AIR TRAVEL CONSUMER REPORT

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

NUMBER OF PERCENTAGE OF FLIGHT

FLIGHT ORIGIN-DESTIN. SCHEDULED OPERATIONS OPERATIONS ARRIVING NO. OF
MIN. LATE

CARRIER NUMBER AIRPORTS DEPARTURE TIME REPORTED 15 MINUTES LATE OR MORE
D/ AVERAGE MEDIAN

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

HP 2561 PHX-MCO 1206 31 90.32 31 28

HP 2242 PHX-BWI 1203 31 90.32 28 23

UA 648 ORD-EWR 1330 29 89.66 40 35

AA 1599 EWR-ORD 1815 25 88.00 60 31

AA 580 DFW-EWR 1715 31 87.10 67 47

HP 2003 PHX-ORD 0918 31 87.10 45 30

HP 2680 PHX-EWR 0856 31 87.10 38 29

NW 566 MSP-PHL 1320 31 87.10 28 21

AA 1377 EWR-ORD 1705 26 84.62 70 51

WN 1294 DAL-TUL 1825 26 84.62 27 25

WN 1139 BWI-CLE 1850 30 83.33 52 34

UA 554 MSP-ORD 1900 23 82.61 56 34

UA 1159 DAY-ORD 1100 28 82.14 24 20

CO 1292 MDW-EWR 1300 21 80.95 49 35

AA 1159 EWR-ORD 1953 26 80.77 37 24

AS 434 SEA-OAK 1510 26 80.77 10 8

AA 920 MIA-ORD 1955 31 80.65 77 83

CO 278 CLE-EWR 1430 31 80.65 57 33

HP 2684 PHX-EWR 1443 31 80.65 55 32

TW 904 ORD-JFK 1310 31 80.65 54 37

HP 2005 PHX-ORD 1205 31 80.65 52 28

HP 2612 PHX-ATL 1200 31 80.65 28 23

WN 1139 MDW-STL 2050 25 80.00 48 28

CO 557 EWR-ORD 1800 25 80.00 42 26

US 2762 ATL-IAD 2000 25 80.00 36 23

HP 2067 LAS-BOS 2335 30 80.00 38 23

AA 1955 DFW-SFO 2206 30 80.00 29 23

MAY 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 577 19 3.3

ALASKA 430 11 2.6

AMERICAN 1880 32 1.7

CONTINENTAL 1147 8 0.7

SOUTHWEST 2422 13 0.5

UNITED 2189 10 0.5

US AIRWAYS 2060 8 0.4

TWA 785 3 0.4

NORTHWEST 1500 1 0.1

DELTA 2530 1 0.0

TOTAL 15520 106 0.7

MAY 1999

AIR TRAVEL CONSUMER REPORT

TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT

> PERCENT REPORTED ON-TIME OPERATIONS ON-TIME OPERATIONS

CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.

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

AKRON/CANTON, OH. (CAK) 92.0 96.6 87 87 ELMIRA, N.Y. (ELM) 86.2 98.2 109
109

ALBANY, N.Y. (ALB) 75.1 85.8 984 981 ERIE, PA. (ERI) 89.8 97.5 118 118

ALBUQUERQUE, N.M. (ABQ) 77.7 82.8 3,161 3,160 EUGENE, OR. (EUG) 73.9
78.3 184 184

ALLENTOWN, PA. (ABE) 78.6 87.3 527 526 FAIRBANKS, AK. (FAI) 68.9 80.8
476 475

AMARILLO, TX. (AMA) 64.1 77.6 410 410 FARGO, N.D. (FAR) 85.4 94.4 178
178

ANCHORAGE, AK. (ANC) 66.0 75.7 1,821 1,820 FAYETTEVILLE, N.C. (FAY) 79.3
87.6 121 121

ASHEVILLE, N.C. (AVL) 87.7 91.8 122 122 FLINT, MI. (FNT) 74.8 92.2 115
115

ATLANTA, GA. (ATL) 77.7 80.4 22,260 22,304 FRESNO, CA. (FAT) 48.4 83.9
31 31

AUGUSTA, GA. (AGS) 74.0 87.0 154 154 FT. LAUDERDALE, FL. (FLL) 74.1 82.3
3,699 3,699

AUSTIN, TX. (AUS) 73.7 81.5 3,780 3,781 FT. MYERS, FL. (RSW) 81.5 88.1
1,017 1,020

BAKERSFIELD, CA. (BFL) 54.8 77.4 31 31 FT. WAYNE, IN. (FWA) 80.0 96.2 25
26

BALTIMORE, MD. (BWI) 75.9 78.7 6,775 6,773 GRAND FORKS, N.D. (GFK) 82.9
95.1 82 82

BARROW, AK. (BRW) 69.2 69.2 78 78 GRAND RAPIDS, MI. (GRR) 79.2 89.4 716
716

BATON ROUGE, LA. (BTR) 85.7 83.2 392 394 GREAT FALLS, MT. (GTF) 87.0
96.2 185 184

BETHEL, AK. (BET) 71.6 76.1 88 88 GREEN BAY, WI. (GRB) 84.6 94.9 195 195

BILLINGS, MT. (BIL) 86.2 93.1 247 247 GREENBRIER, W.V. (LWB) 71.4 85.7
14 14

BINGHAMTON, N.Y. (BGM) 81.6 90.8 87 87 GREENSBORO/HIGH PT., N.C. (GSO)
72.6 85.0 1,248 1,245

BIRMINGHAM, AL. (BHM) 77.0 82.2 1,828 1,827 GREENVILLE/SPARTBG., S.C.
(GSP) 79.2 86.2 586 588

BISMARCK, N.D. (BIS) 81.1 95.9 122 122 GULFPORT/BILOXI, MS. (GPT) 94.6
95.7 93 93

BOISE, ID. (BOI) 84.0 88.8 970 969 HARLINGEN, TX. (HRL) 71.1 71.9 349
349

BOSTON, MA. (BOS) 67.9 79.8 8,840 8,839 HARRISBURG, PA. (MDT) 73.1 88.1
614 615

BOZEMAN, MT. (BZN) 78.2 95.2 124 124 HARTFORD, CT./SPGFLD, MA. (BDL)
76.4 86.5 2,592 2,609

BRISTOL, TN. (TRI) 80.5 91.2 113 113 HELENA, MT. (HLN) 95.1 100.0 61 61

BUFFALO, N.Y. (BUF) 75.0 83.3 1,612 1,608 HONOLULU, OAHU, HI. (HNL) 87.2
94.2 935 935

BURBANK, CA. (BUR) 82.1 84.8 2,393 2,394 HOUSTON, TX. (HOU) 76.5 73.1
4,950 4,948

BURLINGTON, VT. (BTV) 63.6 84.3 217 217 HOUSTON, TX. (IAH) 77.0 80.7
10,673 10,675

CEDAR RAPIDS/IOWA CTY,IA. (CID) 78.0 89.7 446 446 HUNTSVILLE/DECATUR,
AL. (HSV) 70.9 83.8 481 481

CHARLESTON, S.C. (CHS) 77.1 83.2 602 601 INDIANAPOLIS, IN. (IND) 76.2
85.1 2,939 2,937

CHARLESTON, W.V. (CRW) 73.9 83.8 111 111 INDIO/PALM SPRINGS, CA. (PSP)
67.5 78.4 249 250

CHARLOTTE, N.C. (CLT) 82.1 81.2 10,199 10,195 ISLIP/LONG IS., N.Y. (ISP)
80.3 83.0 589 589

CHATTANOOGA, TN. (CHA) 80.2 88.4 86 86 ITHACA, N.Y. (ITH) 83.5 92.7 109
109

CHICAGO, IL. (MDW) 79.8 77.8 4,194 4,194 JACKSON/VICKSBURG, MS. (JAN)
80.8 85.4 780 790

CHICAGO, IL. (ORD) 65.9 73.6 25,187 25,179 JACKSONVILLE, FL. (JAX) 78.1
85.8 1,928 1,929

CINCINNATI, OH. (CVG) 80.3 85.4 6,524 6,512 JUNEAU, AK. (JNU) 72.0 73.1
372 372

CLEVELAND, OH. (CLE) 77.5 84.5 4,865 4,866 KAHULUI, MAUI, HI. (OGG) 94.0
91.1 248 248

COLORADO SPRINGS, CO. (COS) 72.8 89.0 966 966 KALAMAZOO, MI. (AZO) 85.8
93.8 113 113

COLUMBIA, S.C. (CAE) 78.7 87.5 409 409 KALISPELL, MT. (FCA) 80.4 91.9 51
62

COLUMBUS, OH. (CMH) 76.1 83.6 3,177 3,174 KANSAS CITY, MO. (MCI) 77.7
84.9 4,995 4,989

CORDOVA, AK. (CDV) 66.1 66.1 62 62 KETCHIKAN, AK. (KTN) 62.2 68.2 217
217

CORPUS CHRISTI, TX. (CRP) 75.2 82.3 254 254 KING SALMON, AK. (AKN) 54.5
72.7 22 22

DALLAS/FT. WORTH, TX. (DAL) 70.6 68.9 4,253 4,255 KNOXVILLE, TN. (TYS)
76.8 85.9 544 545

DALLAS/FT. WORTH, TX. (DFW) 69.9 70.8 20,708 20,689 KODIAK, AK. (ADQ)
85.5 85.5 62 62

DAYTON, OH. (DAY) 74.8 86.8 878 877 KONA, HAWAII., HI. (KOA) 90.3 85.5
62 62

DAYTONA BEACH, FL. (DAB) 83.8 87.9 247 247 KOTZEBUE, AK. (OTZ) 61.3 62.5
80 80

DEADHORSE, AK. (SCC) 68.1 76.6 47 47 LA CROSSE, WI. (LSE) 83.9 95.2 62
62

DENVER, CO. (DEN) 81.7 85.3 11,287 11,287 LANSING, MI. (LAN) 79.4 94.4
180 180

DES MOINES, IA. (DSM) 75.0 87.3 560 560 LAS VEGAS, NV. (LAS) 80.3 81.4
10,285 10,295

DETROIT, MI. (DTW) 82.3 82.4 12,758 12,762 LEXINGTON/FRKFT, KY. (LEX)
82.9 87.3 334 330

DILLINGHAM, AK. (DLG) 77.3 77.3 22 22 LIHUE, KAUAI, HI. (LIH) 93.5 96.8
31 31

DULUTH, MN. (DLH) 82.6 91.3 92 92 LINCOLN, NE. (LNK) 82.3 89.1 266 266

DUTCH HARBOR, AK. (DUT) 62.9 58.1 62 62 LITTLE ROCK, AR. (LIT) 73.2 79.9
1,100 1,100

EL PASO, TX. (ELP) 75.8 81.2 2,111 2,111 LONG BEACH, CA. (LGB) 77.1 89.7
271 271

MAY 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.

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

LOS ANGELES, CA. (LAX) 76.5 81.4 15,812 15,804 SAGINAW, MI. (MBS) 75.1
86.7 317 316

LOUISVILLE, KY. (SDF) 79.3 86.8 1,972 1,970 SALT LAKE CITY, UT. (SLC)
84.7 87.4 6,849 6,838

LUBBOCK, TX. (LBB) 73.8 77.7 485 485 SAN ANTONIO, TX. (SAT) 76.0 81.6
3,222 3,226

MADISON, WI. (MSN) 77.2 90.8 391 391 SAN DIEGO, CA. (SAN) 78.1 82.2
5,725 5,723

MANCHESTER, N.H. (MHT) 70.0 79.9 1,060 1,059 SAN FRANCISCO, CA. (OAK)
83.1 82.5 4,735 4,735

MEDFORD, OR. (MFR) 72.0 79.6 93 93 SAN FRANCISCO, CA. (SFO) 71.1 80.2
11,314 11,310

MELBOURNE, FL. (MLB) 86.9 90.2 183 183 SAN JOSE, CA. (SJC) 81.5 85.5
4,400 4,399

MEMPHIS, TN. (MEM) 84.8 86.9 4,310 4,304 SAN JUAN, P.R. (SJU) 75.2 86.2
1,755 1,754

MIAMI, FL. (MIA) 71.5 79.8 5,581 5,573 SANTA BARBARA, CA. (SBA) 76.0
70.2 121 121

MIDLAND/ODESSA, TX. (MAF) 75.5 83.1 534 534 SARASOTA/BRAD., FL. (SRQ)
83.6 88.9 439 440

MILWAUKEE, WI. (MKE) 80.3 90.9 1,280 1,279 SAVANNAH, GA. (SAV) 81.9 87.3
432 432

MINNEAPLS/ST.P, MN. (MSP) 83.2 85.4 11,941 11,948
SCRANTON/WILKES-BARRE,PA. (AVP) 73.6 87.1 140 139

MINOT, N.D. (MOT) 89.2 94.6 93 93 SEATTLE, WA. (SEA) 71.3 77.8 8,690
8,680

MISSION/MCALLEN, TX. (MFE) 70.0 84.5 297 297 SHREVEPORT, LA. (SHV) 82.9
84.5 327 323

MISSOULA, MT. (MSO) 87.5 91.2 184 182 SIOUX CITY, IA. (SUX) 88.5 96.7 61
61

MOBILE,AL./PASCAGOULA,MS. (MOB) 79.9 83.4 368 367 SIOUX FALLS, S.D.
(FSD) 88.4 92.1 328 328

MOLINE, IL. (MLI) 85.8 91.9 148 148 SITKA, AK. (SIT) 64.5 83.1 124 124

MONROE, LA. (MLU) 79.3 87.5 184 184 SOUTH BEND, IN. (SBN) 82.8 90.0 261
261

MONTEREY, CA. (MRY) 88.5 85.2 61 61 SPOKANE, WA. (GEG) 79.6 85.8 1,157
1,157

MONTGOMERY, AL. (MGM) 75.4 85.2 122 122 SPRINGFIELD, MO. (SGF) 86.2 94.8
174 174

MYRTLE BEACH, S.C. (MYR) 79.6 91.3 196 196 ST. CROIX, V.I. (STX) 75.3
89.2 93 93

NASHVILLE, TN. (BNA) 80.9 84.1 4,532 4,526 ST. LOUIS, MO. (STL) 83.3
82.5 14,809 14,824

NEW ORLEANS, LA. (MSY) 79.4 84.3 4,159 4,158 ST. THOMAS, V.I. (STT) 72.8
83.3 217 216

NEW YORK, N.Y. (JFK) 70.0 82.9 3,786 3,786 SYRACUSE, N.Y. (SYR) 75.8
86.7 926 926

NEW YORK, N.Y. (LGA) 65.1 78.6 8,210 8,209 TALLAHASSEE, FL. (TLH) 77.8
82.5 212 212

NEWARK, N.J. (EWR) 65.8 77.6 10,557 10,554 TAMPA, FL. (TPA) 76.5 82.6
5,031 5,030

NEWBURGH, N.Y. (SWF) 59.7 73.2 124 123 TOLEDO, OH. (TOL) 75.9 92.0 87 87

NOME, AK. (OME) 68.4 74.7 79 79 TRAVERSE CITY, MI. (TVC) 91.6 91.6 83 83

NORFOLK/VA. BEACH, VA. (ORF) 72.5 87.1 1,380 1,381 TUCSON, AZ. (TUS)
75.7 86.7 1,610 1,610

OKLAHOMA CITY, OK. (OKC) 74.7 84.0 1,678 1,678 TULSA, OK. (TUL) 73.3
81.4 1,579 1,579

OMAHA, NE. (OMA) 77.5 86.7 1,452 1,449 VALPARAISO, FL. (VPS) 91.4 97.8
93 93

ONTARIO, CA. (ONT) 78.6 82.6 2,921 2,922 WASHINGTON, D.C. (DCA) 75.1
83.1 6,822 6,831

ORANGE COUNTY, CA. (SNA) 81.3 86.6 2,942 2,947 WASHINGTON, D.C. (IAD)
71.5 79.8 6,337 6,328

ORLANDO, FL. (MCO) 78.9 84.6 8,296 8,304 WEST PALM BEACH, FL. (PBI) 75.9
84.3 1,557 1,558

PASCO, WA. (PSC) 90.1 90.9 121 121 WHITE PLAINS, N.Y. (HPN) 60.0 76.4
433 433

PENSACOLA, FL. (PNS) 80.5 84.5 517 517 WICHITA, KS. (ICT) 69.9 84.6 592
592

PEORIA, IL. (PIA) 88.7 95.2 62 62 WILMINGTON, N.C. (ILM) 76.9 85.5 173
173

PETERSBURG, AK. (PSG) 58.1 59.7 62 62 WRANGELL, AK. (WRG) 51.6 61.3 62
62

PHILADELPHIA, PA. (PHL) 67.8 74.4 9,896 9,903 YAKUTAT, AK. (YAK) 64.5
67.7 62 62

PHOENIX, AZ. (PHX) 81.5 80.2 14,961 14,968

PITTSBURGH, PA. (PIT) 80.6 81.8 8,493 8,492

PORTLAND, ME. (PWM) 77.6 90.0 490 490

PORTLAND, OR. (PDX) 80.2 85.3 4,683 4,685

PROVIDENCE, R.I. (PVD) 74.9 82.7 1,853 1,854

RALEIGH/DURHAM, N.C. (RDU) 73.8 83.6 2,623 2,625

RAPID CITY, S.D. (RAP) 87.1 91.9 124 124

RENO, NV. (RNO) 81.2 86.8 2,185 2,183

RICHMOND, VA. (RIC) 74.7 83.5 1,409 1,403

ROANOKE, VA. (ROA) 81.7 85.6 202 202

ROCHESTER, MN. (RST) 75.5 88.0 184 184

ROCHESTER, N.Y. (ROC) 76.1 85.9 1,259 1,255

SACRAMENTO, CA. (SMF) 80.9 82.8 3,104 3,103

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

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

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

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

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

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

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

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

**H** Carrier did not serve airport.

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

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

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

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

**V** Carrier reported data voluntarily.

**[APPENDIX]{.underline}**

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

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

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

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

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

***MAY***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

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

<table style="width:100%;">
<colgroup>
<col style="width: 8%" />
<col style="width: 11%" />
<col style="width: 2%" />
<col style="width: 10%" />
<col style="width: 12%" />
<col style="width: 12%" />
<col style="width: 5%" />
<col style="width: 10%" />
<col style="width: 12%" />
<col style="width: 12%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h5 id="america-west">America West</h5></td>
<td></td>
<td>5,176</td>
<td>1,519,636</td>
<td><strong>3.41</strong></td>
<td></td>
<td>5,315</td>
<td>1,507,039</td>
<td><strong>3.53</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><em><strong>Northwest</strong></em></td>
<td></td>
<td>13,601</td>
<td>3,847,149</td>
<td><strong>3.54</strong></td>
<td></td>
<td>24,791</td>
<td>3,595,525</td>
<td><strong>6.89</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>Continental</strong></em></td>
<td></td>
<td>11,214</td>
<td>3,042,278</td>
<td><strong>3.69</strong></td>
<td></td>
<td>11,753</td>
<td>3,030,667</td>
<td><strong>3.88</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><em><strong>Delta</strong></em></td>
<td></td>
<td>31,992</td>
<td>8,432,256</td>
<td><strong>3.79</strong></td>
<td></td>
<td>32,649</td>
<td>8,155,736</td>
<td><strong>4.00</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>Southwest</strong></em></td>
<td></td>
<td>22,221</td>
<td>5,627,539</td>
<td><strong>3.95</strong></td>
<td></td>
<td>21,011</td>
<td>5,213,943</td>
<td><strong>4.03</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><em><strong>TWA</strong></em></td>
<td></td>
<td>9,428</td>
<td>2,146,650</td>
<td><strong>4.39</strong></td>
<td></td>
<td>12,469</td>
<td>1,996,644</td>
<td><strong>6.24</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>US Airways</strong></em></td>
<td></td>
<td>22,717</td>
<td>4,814,389</td>
<td><strong>4.72</strong></td>
<td></td>
<td>18,120</td>
<td>4,917,902</td>
<td><strong>3.68</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><em><strong>American</strong></em></td>
<td></td>
<td>26,708</td>
<td>5,259,028</td>
<td><strong>5.08</strong></td>
<td></td>
<td>19,342</td>
<td>5,453,633</td>
<td><strong>3.55</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>United</strong></em></td>
<td></td>
<td>40,262</td>
<td>6,341,485</td>
<td><strong>6.35</strong></td>
<td></td>
<td>46,499</td>
<td>6,381,122</td>
<td><strong>7.29</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><em><strong>Alaska</strong></em></td>
<td></td>
<td>6,992</td>
<td>966,395</td>
<td><strong>7.24</strong></td>
<td></td>
<td>5,581</td>
<td>973,908</td>
<td><strong>5.73</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>190,311</strong></td>
<td><strong>41,996,805</strong></td>
<td><strong>4.53</strong></td>
<td></td>
<td><strong>197,530</strong></td>
<td><strong>41,226,119</strong></td>
<td><strong>4.79</strong></td>
</tr>
</tbody>
</table>

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

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

**[OVERSALES]{.underline}**

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

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

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

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

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

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

***January-March***

***PASSENGERS DENIED BOARDING***

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

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

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

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

<table>
<colgroup>
<col style="width: 6%" />
<col style="width: 12%" />
<col style="width: 9%" />
<col style="width: 8%" />
<col style="width: 13%" />
<col style="width: 7%" />
<col style="width: 5%" />
<col style="width: 9%" />
<col style="width: 8%" />
<col style="width: 13%" />
<col style="width: 6%" />
</colgroup>
<tbody>
<tr class="odd">
<td>1</td>
<td><h5 id="continental">Continental</h5></td>
<td>22,129</td>
<td>287</td>
<td>9,291,544</td>
<td><strong>0.31</strong></td>
<td></td>
<td>18,788</td>
<td>140</td>
<td>8,677,516</td>
<td><strong>0.16</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>2</td>
<td><em><strong>Northwest</strong></em></td>
<td>24,308</td>
<td>439</td>
<td>11,295,585</td>
<td><strong>0.39</strong></td>
<td></td>
<td>28,884</td>
<td>250</td>
<td>11,591,474</td>
<td><strong>0.22</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>American</strong></em></td>
<td>70,213</td>
<td>848</td>
<td>16,579,667</td>
<td><strong>0.51</strong></td>
<td></td>
<td>57,780</td>
<td>713</td>
<td>17,402,678</td>
<td><strong>0.41</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>4</td>
<td><em><strong>Alaska</strong></em></td>
<td>7,419</td>
<td>233</td>
<td>3,063,929</td>
<td><strong>0.76</strong></td>
<td></td>
<td>8,326</td>
<td>518</td>
<td>2,850,128</td>
<td><strong>1.82</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>US Airways</strong></em></td>
<td>18,744</td>
<td>1,195</td>
<td>12,764,898</td>
<td><strong>0.94</strong></td>
<td></td>
<td>22,251</td>
<td>352</td>
<td>12,991,026</td>
<td><strong>0.27</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>6</td>
<td><em><strong>United</strong></em></td>
<td>41,061</td>
<td>2,142</td>
<td>18,337,778</td>
<td><strong>1.17</strong></td>
<td></td>
<td>36,933</td>
<td>1,124</td>
<td>17,699,804</td>
<td><strong>0.64</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>Southwest</strong></em></td>
<td>17,303</td>
<td>1,938</td>
<td>14,606,789</td>
<td><strong>1.33</strong></td>
<td></td>
<td>18,956</td>
<td>2,430</td>
<td>13,245,641</td>
<td><strong>1.83</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>8</td>
<td><em><strong>America West</strong></em></td>
<td>11,702</td>
<td>670</td>
<td>4,367,732</td>
<td><strong>1.53</strong></td>
<td></td>
<td>14,218</td>
<td>526</td>
<td>4,261,813</td>
<td><strong>1.23</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>TWA</strong></em></td>
<td>14,884</td>
<td>1,409</td>
<td>5,510,325</td>
<td><strong>2.56</strong></td>
<td></td>
<td>19,507</td>
<td>2,376</td>
<td>5,442,487</td>
<td><strong>4.37</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>10</td>
<td><em><strong>Delta</strong></em></td>
<td>54,835</td>
<td>8,144</td>
<td>24,465,503</td>
<td><strong>3.33</strong></td>
<td></td>
<td>64,690</td>
<td>2,736</td>
<td>23,937,587</td>
<td><strong>1.14</strong></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td><strong>TOTAL</strong></td>
<td><strong>282,598</strong></td>
<td><strong>17,305</strong></td>
<td><strong>120,283,750</strong></td>
<td><strong>1.44</strong></td>
<td></td>
<td><strong>290,333</strong></td>
<td><strong>11,165</strong></td>
<td><strong>118,100,154</strong></td>
<td><strong>0.95</strong></td>
</tr>
</tbody>
</table>

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

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

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

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

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

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

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

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

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

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

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

TABLE 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

MAY 1999 MAY 1998

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 1436 52 3 40 772 39 3 48

FOREIGN AIRLINES 127 4 0 3 104 1 0 4

TRAVEL AGENTS 6 0 0 0 0 0 0 0

TOUR OPERATORS 93 1 0 0 19 0 1 0

MISCELLANEOUS 42 13 0 11 18 7 0 12

CARGO COMPANIES 0 0 0 0 0 0 0 0

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

INDUSTRY TOTALS 1704 70 3 54 913 47 4 64

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

MAY 1999 MAY 1998

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 609 1 241

DELAYS\...\...\...\.... 214 62

CANCELLATIONS\...\... 211 93

MISCONNECTIONS\..... 82 25

CUSTOMER SERVICE\...\..... 2 319 2 194

BAGGAGE\...\...\...\...\..... 3 246 3 137

TICKETING/BOARDING\...\... 4 205 4 107

DISABLED\...\...\..... 36 31

REFUNDS\...\...\...\...\..... 5 92 5 70

OVERSALES\...\...\...\...\... 6 82 7 48

OTHER\...\...\...\...\...\.... 7 71 6 60

FREQUENT FLYER\..... 40 31

FARES\...\...\...\...\...\.... 8 57 8 38

TOURS\...\...\...\...\...\.... 9 13 10 7

ADVERTISING\...\...\...\.... 10 9 9 9

SMOKING\...\...\...\...\..... 11 1 11 2

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

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

COMPLAINT TOTAL 1704 913

\* 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

MAY 1999

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

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

AIRTRAN AIRWAYS 9 1 1 0 0 2 2 0 0 0 0 1 16

ALASKA AIRLINES 7 1 4 0 1 3 8 0 0 0 0 2 26

AMERICA WEST AIRLINES 21 3 10 2 0 8 4 0 0 0 0 2 50

AMERICAN AIRLINES 99 12 22 9 13 29 53 0 1 0 4 6 248

AMERICAN EAGLE 5 2 2 0 0 3 0 0 0 0 0 1 13

AMERICAN TRANS AIR 9 3 5 0 0 3 9 0 0 0 0 0 29

ATLANTIC SOUTHEAST AIRLINES 3 2 1 0 0 1 1 0 0 0 0 0 8

CONTINENTAL AIRLINES 29 6 9 4 1 14 18 0 0 0 2 3 86

DELTA AIR LINES 50 9 31 5 5 16 29 0 1 0 1 17 164

EASTWIND AIRLINES 27 3 4 2 4 6 6 0 0 0 0 0 52

KIWI AIRLINES 10 1 0 0 15 2 1 0 0 0 0 0 29

NORTHWEST AIRLINES 46 1 17 9 13 24 29 0 1 0 0 10 150

SOUTHWEST AIRLINES 6 0 4 0 2 8 8 0 0 0 0 0 28

SPIRIT AIRLINES 17 1 2 3 0 4 4 0 1 0 0 1 33

TOWER AIR 13 1 0 1 0 2 6 0 0 0 0 0 23

TRANS STATES AIRLINES 1 1 3 0 0 0 0 0 0 0 0 0 5

TRANS WORLD AIRLINES 28 5 7 1 2 6 25 0 0 0 0 4 78

UNITED AIRLINES 55 6 19 7 6 46 43 0 0 0 0 6 188

UNITED EXPRESS 4 0 2 0 1 1 0 0 0 0 0 0 8

US AIRWAYS 51 7 17 4 5 19 26 0 0 0 0 4 133

VANGUARD AIRLINES 7 2 7 1 1 2 1 0 2 0 0 1 24

OTHER U.S. AIRLINES 16 3 5 1 1 5 10 0 0 0 1 3 45

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

MAY 1999 513 70 172 49 70 204 283 0 6 0 8 61 1436

\% OF TOTAL COMPLAINTS 35.7 4.9 12.0 3.4 4.9 14.2 19.7 0.0 0.4 0.0 0.6
4.2

MAY 1998 225 29 87 33 61 108 167 1 6 0 3 52 772

\% OF TOTAL COMPLAINTS 29.1 3.8 11.3 4.3 7.9 14.0 21.6 0.1 0.8 0.0 0.4
6.7

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

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

TABLE 4

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S.AIRLINES

BY INCIDENT DATE

MAY 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 MAY MAY PERCENT APR PERCENT MONTHS PERCENT DATE
PERCENT

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

AIRTRAN AIRWAYS 16 0 0.00 7 43.75 5 31.25 4 25.00

ALASKA AIRLINES 26 2 7.69 5 19.23 15 57.69 4 15.38

AMERICA WEST AIRLINES 50 6 12.00 17 34.00 24 48.00 3 6.00

AMERICAN AIRLINES 248 40 16.13 88 35.48 107 43.15 13 5.24

AMERICAN EAGLE 13 1 7.69 7 53.85 5 38.46 0 0.00

AMERICAN TRANS AIR 29 3 10.34 8 27.59 17 58.62 1 3.45

ATLANTIC SOUTHEAST AIRLINES 8 1 12.50 3 37.50 4 50.00 0 0.00

CONTINENTAL AIRLINES 86 7 8.14 24 27.91 53 61.63 2 2.33

DELTA AIR LINES 164 33 20.12 63 38.41 61 37.20 7 4.27

EASTWIND AIRLINES 52 13 25.00 20 38.46 9 17.31 10 19.23

KIWI AIRLINES 29 2 6.90 0 0.00 24 82.76 3 10.34

NORTHWEST AIRLINES 150 18 12.00 41 27.33 89 59.33 2 1.33

SOUTHWEST AIRLINES 28 6 21.43 10 35.71 11 39.29 1 3.57

SPIRIT AIRLINES 33 3 9.09 14 42.42 16 48.48 0 0.00

TOWER AIR 23 0 0.00 11 47.83 11 47.83 1 4.35

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

TRANS WORLD AIRLINES 78 10 12.82 24 30.77 42 53.85 2 2.56

UNITED AIRLINES 188 31 16.49 65 34.57 86 45.74 6 3.19

UNITED EXPRESS 8 1 12.50 2 25.00 4 50.00 1 12.50

US AIRWAYS 133 16 12.03 68 51.13 39 29.32 10 7.52

VANGUARD AIRLINES 24 1 4.17 8 33.33 13 54.17 2 8.33

OTHER U.S. AIRLINES 45 8 17.78 17 37.78 14 31.11 6 13.33

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

TOTALS 1436 202 14.07 503 35.03 653 45.47 78 5.43

PRIOR YEAR\'S TOTALS 772 137 17.75 287 37.18 327 42.36 21 2.72

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

MAY 1999

FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

AIR ARUBA 4 0 0 0 0 3 0 0 0 0 0 0 7

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

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

BRITISH AIRWAYS 2 1 2 2 4 1 1 0 1 0 0 2 16

CANADIAN AIRLINES 0 0 3 0 0 0 1 0 0 0 0 2 6

KLM 3 0 2 0 0 0 3 0 0 0 0 0 8

LACSA 0 1 0 0 0 5 0 0 0 0 0 0 6

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

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

TACA AIRLINES 2 1 1 0 0 2 1 0 0 0 0 0 7

OTHER FOREIGN AIRLINES 11 4 6 0 5 13 3 0 1 0 1 1 45

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

TOTAL 29 8 16 3 12 31 17 1 2 0 1 7 127

TRAVEL AGENTS

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

OTHER TRAVEL AGENTS 0 0 2 1 3 0 0 0 0 0 0 0 6

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

TOTAL 0 0 2 1 3 0 0 0 0 0 0 0 6

TOUR OPERATORS

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

SUNJET INT\'L SALES 50 1 8 1 4 4 16 0 0 0 1 0 85

OTHER TOUR OPERATORS 3 1 2 0 0 0 0 0 0 0 2 0 8

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

TOTAL 53 2 10 1 4 4 16 0 0 0 3 0 93

MISCELLANEOUS

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

OTHER MISCELLANEOUS 14 2 5 3 3 7 3 0 1 0 1 3 42

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

TOTAL 14 2 5 3 3 7 3 0 1 0 1 3 42

CARGO COMPANIES

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

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

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

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

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

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

\'OTHER CARGO COMPANIES\', ETC.

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

TABLE 6

####  MAY

***Consumer Complaints: Rankings***

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

  ----- --------- ------------------------- --- --------------------------
                  ***MAY 1999***                ***MAY 1998***

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

+-----+------+-------+---------+-------+---+------+---------+--------+
|     |      |       |         | *     |   |      |         | ***C   |
|     |      |       |         | **COM |   |      |         | OMPLAI |
|     |      |       |         | PLAIN |   |      |         | NTS*** |
|     |      |       |         | TS*** |   |      |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+
| #   |      |       | **      | *     |   |      | **      | ***PER |
| # M |      |       | *SYSTEM | **PER |   |      | *SYSTEM | 100,   |
| AY  |      |       | WIDE*** | 100,0 |   |      | WIDE*** | 000*** |
| '99 |      |       |         | 00*** |   |      |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+
| #   | *    | *     | ***E    | ***   |   | ***C | ***E    | ***ENP |
| # R | **AI | **COM | NPLANEM | ENPLA |   | OMPL | NPLANEM | LANEME |
| ANK | RLIN | PLAIN | ENTS*** | NEMEN |   | AINT | ENTS*** | NTS*** |
|     | E*** | TS*** |         | TS*** |   | S*** |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+

  ----- ------------------- ----------- ---------------- ---------- ----- --------- ---------------- ----------
  1     ***Southwest***     28          5,643,622        **0.50**         10        5,223,848        **0.19**

  2     ***Delta***         164         9,009,340        **1.82**         84        9,203,085        **0.91**

  3     ***Continental***   86          3,658,870        **2.35**         26        3,576,649        **0.73**

  4     ***Alaska***        26          1,093,134        **2.38**         7         1,090,602        **0.64**

  5     ***United***        188         7,107,655        **2.65**         98        7,229,493        **1.36**

  6     ***US Airways***    133         4,851,879        **2.74**         47        5,086,385        **0.92**

  7     ***America West***  50          1,570,465        **3.18**         29        1,530,771        **1.89**

  8     ***Northwest***     150         4,671,755        **3.21**         123       4,394,134        **2.80**

  9     ***T W A***         78          2,236,902        **3.49**         26        2,109,107        **1.23**

  10    ***American***      248         6,701,646        **3.70**         81        6,899,307        **1.17**

        **TOTAL**           **1,151**   **46,545,268**   **2.47**         **531**   **46,343,381**   **1.15**
  ----- ------------------- ----------- ---------------- ---------- ----- --------- ---------------- ----------

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

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

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

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

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

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

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

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

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

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

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

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

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

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

![](media/image11.wmf){width="2.0701388888888888in" height="0.7in"}