+---------------------------------+------------------------------------+
| ![](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: April 1999**                   |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays February 1999            |
|                           | >                                        |
|                           | > Mishandled Baggage February 1999       |
|                           | >                                        |
|                           | > Oversales 4th Quarter 1998             |
|                           | >                                        |
|                           | > January-December 1998                  |
|                           | >                                        |
|                           | > Consumer Complaints February 1999      |
+---------------------------+------------------------------------------+

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

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

**Section Page**

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

***Flight Delays***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

**Section Page**

***Mishandled Baggage***

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

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

***Oversales***

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

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

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

***Consumer Complaints***

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

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

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

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

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

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

**[INTRODUCTION]{.underline}**

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

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

The report normally is released by the end of the first week of each
month. If you are interested in obtaining a single copy, write to the
Office of Aviation Enforcement and Proceedings, U.S. Department of
Transportation, 400 7th Street, S.W., C-75/Room 4107, Washington, DC
20590. The report is also available via the Internet at
*http://www.dot.gov/airconsumer/.*

![](media/image5.wmf)

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

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

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

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

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

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

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

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

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

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

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

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

FEBRUARY 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 83.1 72 83.2

CONTINENTAL S/ 28 82.1 82 83.0

SOUTHWEST S/ 14 80.8 53 82.8

NORTHWEST S/ 29 82.2 117 82.4

DELTA S/ 29 80.3 116 80.8

UNITED S/ 29 78.4 103 78.6

AMERICA WEST S/ 26 77.7 50 78.0

US AIRWAYS S/ 25 75.1 87 74.5

AMERICAN S/ 29 71.2 97 71.5

ALASKA S/ 7 70.5 34 70.9

T O T A L 78.2 78.9

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

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

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

FEBRUARY 1999

AIR TRAVEL CONSUMER REPORT

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

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

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

CARRIER JAN-MAR 98 APR-JUN 98 JUL-SEP 98 OCT-DEC 98 DEC 98 JAN 99 FEB 99
MAR98-FEB99 SEP 87-FEB 99

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

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

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

ALASKA 70.7 (9) 75.2 (5) 74.8 (8) 67.1 (10) 54.2 (10) 66.5 (6) 70.9 (10)
72.1 (8) 77.8 (7)

AMERICA WEST 67.9 (10) 71.5 (8) 66.5 (9) 68.1 (9) 61.8 (8) 68.3 (4) 78.0
(7) 69.3 (10) 80.6 (2)

AMERICAN 79.6 (2) 81.0 (2) 80.0 (6) 79.8 (6) 78.3 (2) 67.1 (5) 71.5 (9)
78.3 (3) 79.8 (4)

CONTINENTAL 72.0 (7) 73.8 (6) 81.0 (5) 82.1 (4) 80.2 (1) 72.0 (2) 83.0
(2) 78.3 (4) 78.5 (6)

DELTA 75.0 (4) 77.3 (3) 83.6 (2) 82.6 (3) 76.6 (4) 71.4 (3) 80.8 (5)
79.8 (2) 77.5 (8)

NORTHWEST 73.6 (6) 67.2 (10) 58.6 (10) 83.3 (2) 78.1 (3) 62.7 (8) 82.4
(4) 70.3 (9) 79.8 (3)

SOUTHWEST 77.0 (3) 82.5 (1) 83.9 (1) 79.8 (5) 74.6 (6) 76.7 (1) 82.8 (3)
81.2 (1) 83.8 (1)

TWA 73.9 (5) 72.8 (7) 82.8 (3) 83.7 (1) 75.7 (5) 60.0 (9) 83.2 (1) 77.6
(5) 77.5 (9)

UNITED 71.6 (8) 70.7 (9) 76.0 (7) 76.7 (8) 72.7 (7) 66.5 (7) 78.6 (6)
74.1 (7) 76.8 (10)

US AIRWAYS 81.5 (1) 75.8 (4) 81.4 (4) 76.8 (7) 61.7 (9) 58.2 (10) 74.5
(8) 76.5 (6) 79.0 (5)

TOTAL 75.4 75.7 78.3 79.4 73.2 67.7 78.9 76.8 79.0

FEBRUARY 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 672 70.8 1261 61.1 196 68.9 163 71.8 85 74.1 848 73.7 520 72.9

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

CO 702 77.6 745 74.8 276 84.8 100 83.0 24 62.5 563 86.7 356 78.9

DL 16877 79.8 1835 73.1 356 75.6 252 83.3 5560 85.4 1094 82.8 530 77.0

HP 112 51.8 248 77.4 136 68.4 H/ H/ 56 80.4 193 78.2

NW 508 76.6 472 76.7 340 82.9 184 82.6 48 83.3 512 77.7 280 79.6

TW 188 79.3 211 79.1 168 83.3 108 85.2 103 79.6 268 83.6 164 84.1

UA 464 76.3 1043 76.6 359 81.9 140 83.6 156 80.1 469 80.6 8251 86.1

US 666 67.7 2099 66.0 2053 75.8 8438 79.5 H/ 2452 75.3 196 78.1

WN H/ H/ 2016 89.7 H/ H/ H/ H/

TOTAL 20189 78.7 7914 70.4 5900 81.6 9385 79.7 5976 84.9 6262 78.4 10490
84.2

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 12789 79.5 387 69.0 906 58.4 566 71.0 866 62.4 296 72.6 1819 66.5

AS H/ H/ H/ H/ H/ 283 71.0 688 61.6

CO 498 86.5 291 80.1 5717 75.8 7759 89.1 H/ 337 81.6 588 83.7

DL 3489 88.4 308 71.1 832 71.2 336 79.5 839 78.8 698 81.4 1255 75.7

HP 184 72.3 112 71.4 251 69.3 140 71.4 168 79.8 2076 79.6 732 79.4

NW 428 83.2 9263 85.4 484 69.2 168 86.9 80 76.3 280 66.8 420 69.8

TW 284 87.0 220 82.3 164 73.2 108 82.4 890 80.1 168 81.5 282 85.5

UA 531 83.6 300 80.3 911 71.6 371 79.8 508 81.9 1082 77.1 4649 77.8

US 292 84.9 392 75.0 392 63.5 292 81.5 H/ 130 66.9 400 77.8

WN H/ 520 79.4 H/ 176 83.5 H/ 3856 79.7 3172 75.5

TOTAL 18495 81.7 11793 83.4 9657 72.3 9916 86.7 3351 75.4 9206 78.5
14005 75.1

FEBRUARY 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 1513 62.3 520 74.4 2894 70.6 449 71.5 8069 66.8 168 67.3 606 63.9

AS H/ H/ H/ H/ H/ 1339 79.7 H/

CO 412 77.4 573 83.9 354 81.1 180 89.4 593 74.4 84 64.3 259 80.3

DL 2001 75.1 2768 85.0 420 78.8 335 69.9 779 70.2 571 80.0 464 77.6

HP 28 71.4 56 53.6 56 66.1 112 78.6 220 77.3 168 71.4 140 65.0

NW 516 71.9 424 82.5 336 83.3 8503 86.2 723 72.8 112 67.0 436 75.9

TW 308 76.9 304 88.8 218 87.6 260 83.1 343 72.3 84 73.8 160 80.6

UA 685 75.5 498 87.6 429 86.0 601 78.9 11492 78.6 881 76.8 708 77.7

US 1943 67.2 1500 74.6 410 73.4 208 74.5 572 71.7 H/ 6059 71.8

WN H/ 956 88.9 H/ H/ H/ 832 84.1 H/

TOTAL 7406 70.4 7599 82.6 5117 75.0 10648 84.4 22791 73.5 4239 78.4 8832
72.5

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 531 73.1 85 71.8 493 80.1 336 61.3 818 53.7 168 67.9 298 68.8 336
75.0

AS 307 68.7 H/ 323 67.8 3085 71.1 514 57.6 H/ H/ H/

CO 300 78.3 80 76.3 195 82.1 168 69.0 408 69.4 124 75.8 156 85.3 411
85.6

DL 632 76.1 252 82.9 420 79.5 504 78.6 671 59.5 4380 83.0 196 68.4 842
82.9

HP 5699 80.6 H/ 276 75.4 196 68.9 304 60.2 136 74.3 68 76.5 29 86.2

NW 336 67.0 124 83.1 168 66.1 392 67.3 336 61.3 112 61.6 436 80.7 336
77.4

TW 196 80.1 156 76.9 140 85.0 168 69.0 168 67.3 84 82.1 9475 84.7 220
85.9

UA 986 76.9 164 79.9 798 73.2 1223 73.7 6346 70.2 418 71.1 284 78.2 271
86.7

US 240 75.8 7139 80.2 112 72.3 140 64.3 296 68.6 H/ 184 70.7 1074 68.0

WN 4496 80.0 H/ 2060 78.5 916 78.2 400 64.8 968 83.6 2340 81.4 1000 85.7

TOTAL 13723 78.9 8000 80.2 4985 76.8 7128 72.0 10261 66.6 6390 81.2
13437 83.0 4519 79.6

FEBRUARY 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 83.0 74.8 67.9 87.7 94.0 J/ 84.4 89.2 89.6 83.3 91.2 75.4
95.6 85.0 J/ 83.3

700 - 759 AM 90.7 83.0 88.6 86.7 85.3 79.2 92.3 86.8 88.5 85.6 89.4 76.4
94.3 93.3 84.9 94.2

800 - 859 AM 87.8 80.1 85.9 84.0 88.4 80.6 90.3 84.0 89.0 89.1 88.1 88.5
92.0 88.0 75.9 89.1

900 - 959 AM 82.0 83.5 91.6 77.0 83.5 83.3 90.8 85.7 89.0 87.1 86.3 78.6
89.1 83.1 81.4 89.2

1000 - 1059 AM 81.4 77.4 86.4 81.7 89.6 84.5 86.5 83.7 82.5 83.5 89.5
82.2 80.4 78.3 79.0 85.4

1100 - 1159 AM 81.2 79.9 88.5 86.1 88.4 81.6 86.5 80.0 86.2 83.1 90.1
90.5 83.3 69.9 74.4 86.2

1200 - 1259 PM 78.6 77.2 83.7 78.2 95.2 82.5 88.2 88.4 86.9 83.1 91.0 J/
81.5 77.6 74.8 83.4

100 - 159 PM 78.2 74.8 85.3 84.5 89.0 83.7 84.7 79.9 89.4 77.2 88.9 81.3
79.1 73.7 68.8 81.4

200 - 259 PM 76.7 68.5 81.8 81.7 80.7 80.5 89.1 81.6 85.2 70.7 85.9 71.6
81.3 76.2 67.0 85.3

300 - 359 PM 78.9 74.4 83.6 78.6 79.2 79.6 85.4 85.9 80.2 63.6 79.9 75.1
78.7 68.7 70.7 85.9

400 - 459 PM 70.3 70.9 82.4 76.2 83.1 81.3 79.4 80.1 81.5 66.6 84.5 77.7
72.2 77.6 69.6 85.5

500 - 559 PM 77.2 63.1 80.6 79.8 86.1 78.1 81.7 78.5 81.9 67.0 83.6 75.8
72.4 73.1 63.0 80.8

600 - 659 PM 72.3 64.9 74.2 77.6 82.8 65.9 79.9 85.1 80.2 60.9 81.0 66.7
73.0 69.6 64.9 78.2

700 - 759 PM 77.1 60.8 73.5 75.7 79.2 69.0 80.0 80.3 78.8 62.0 88.7 71.8
69.8 73.1 64.9 81.5

800 - 859 PM 77.1 54.7 74.3 74.7 91.1 77.1 75.8 77.3 84.4 62.4 87.6 72.9
71.4 70.8 60.7 77.5

900 - 959 PM 73.6 67.8 76.8 70.8 84.1 70.4 77.1 78.3 79.1 71.7 83.0 75.8
74.3 68.6 66.8 67.7

1000 - 1059 PM 80.7 63.8 79.4 80.0 80.0 83.2 80.1 79.8 77.9 68.6 82.2
69.4 72.2 71.1 71.4 81.0

1100 - 559 AM 83.3 74.4 80.6 82.3 76.9 80.5 77.5 79.5 78.9 76.1 79.6
72.5 79.3 75.7 72.3 80.5

TOTAL, ALL ARRIVALS,

BY AIRPORT 78.7 70.4 81.6 79.7 84.9 78.4 84.2 81.7 83.4 72.3 86.7 75.4
78.5 75.1 70.4 82.6

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 57.1 92.3 91.7 J/ 82.1 J/ 70.8 85.7 75.0 71.6 J/ 92.9 94.0
86.6

700 - 759 AM 75.0 91.3 83.4 86.0 86.3 92.5 89.4 95.9 92.8 91.2 89.8 90.0
98.1 88.7

800 - 859 AM 82.1 87.2 81.0 97.1 75.8 91.1 84.5 88.0 85.4 90.0 90.0 87.2
87.0 86.0

900 - 959 AM 76.3 90.6 78.4 91.7 77.5 90.2 82.2 85.9 87.3 77.7 91.0 89.3
85.2 84.9

1000 - 1059 AM 79.4 86.0 78.2 88.0 84.0 81.0 83.3 80.2 79.2 72.0 80.8
84.9 85.7 82.1

1100 - 1159 AM 84.4 87.1 74.5 78.9 80.6 82.7 82.5 81.9 72.7 60.9 83.1
85.4 81.5 80.8

1200 - 1259 PM 81.4 88.7 74.4 85.2 77.1 83.3 84.8 78.9 72.9 62.8 77.8
84.3 79.0 80.5

100 - 159 PM 84.3 89.6 75.7 71.2 73.2 77.6 82.2 81.9 71.5 63.7 83.8 80.9
79.6 80.0

200 - 259 PM 83.8 80.4 72.7 80.9 74.1 80.6 86.5 66.2 74.8 62.6 78.0 81.3
88.6 78.4

300 - 359 PM 74.7 86.1 68.7 76.1 72.5 82.0 81.9 78.1 75.5 65.3 86.4 82.3
78.9 77.1

400 - 459 PM 77.3 78.7 69.8 79.6 69.5 79.3 77.5 74.1 71.2 63.2 77.0 79.7
83.5 75.8

500 - 559 PM 68.8 82.3 68.5 69.5 70.2 73.6 72.5 66.2 68.6 63.5 72.4 79.1
76.0 74.8

600 - 659 PM 68.6 72.2 70.9 69.5 63.2 66.1 80.0 71.2 66.4 66.9 82.1 74.9
78.4 72.1

700 - 759 PM 64.6 81.4 66.5 72.2 66.6 76.6 74.8 75.4 65.1 61.5 81.8 81.6
75.0 74.8

800 - 859 PM 66.4 77.8 67.5 72.0 63.2 68.0 76.9 72.0 63.7 57.7 79.1 82.3
74.1 72.4

900 - 959 PM 68.8 80.8 71.0 72.8 66.3 73.0 75.4 69.1 67.7 61.1 72.8 81.4
65.7 73.2

1000 - 1059 PM 75.6 85.5 63.1 74.8 71.0 77.2 76.2 76.9 73.1 68.1 74.6
78.8 80.5 75.2

1100 - 559 AM 75.9 85.1 81.9 76.7 78.0 77.4 84.7 80.8 68.3 66.8 74.4
79.9 81.2 77.3

TOTAL, ALL ARRIVALS,

BY AIRPORT 75.0 84.4 73.5 78.4 72.5 78.9 80.2 76.8 72.0 66.6 81.2 83.0
79.6 78.2

FEBRUARY 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 91.8 86.5 93.9 88.1 93.8 93.2 93.5 85.2 87.9 88.8 94.5 71.3
94.6 91.0 88.1 93.4

700 - 759 AM 88.9 80.2 89.3 90.9 95.7 89.9 93.0 91.2 89.8 90.6 93.5 82.3
94.1 90.6 81.7 94.1

800 - 859 AM 88.2 81.2 89.7 86.1 91.1 85.0 90.2 80.4 86.5 82.6 92.3 85.6
91.8 87.4 83.3 93.1

900 - 959 AM 86.8 81.3 88.4 83.6 92.5 85.0 93.1 79.7 83.4 88.1 89.0 85.1
91.2 83.4 81.1 92.6

1000 - 1059 AM 85.7 83.5 88.6 77.6 91.5 86.1 90.5 80.7 86.6 82.4 86.2
87.5 78.3 77.7 83.9 90.4

1100 - 1159 AM 80.2 79.4 84.8 81.5 90.1 87.2 86.9 77.6 80.8 87.6 87.2
71.3 80.3 76.3 79.2 84.4

1200 - 1259 PM 83.4 79.4 85.4 84.2 90.0 84.1 86.4 78.6 81.7 83.1 91.7
82.7 79.6 76.8 75.1 82.4

100 - 159 PM 82.4 85.2 83.6 77.8 84.6 84.0 86.4 86.2 87.4 79.8 88.5 92.9
77.1 74.9 82.5 83.3

200 - 259 PM 79.1 78.5 81.1 76.4 85.1 79.2 83.8 74.8 80.3 73.5 86.8 77.7
78.9 78.5 74.2 80.4

300 - 359 PM 78.8 68.6 81.3 75.1 87.5 83.6 88.2 77.5 77.2 74.1 84.6 84.1
74.6 72.9 75.2 86.3

400 - 459 PM 76.0 74.7 73.0 68.9 82.9 81.5 83.5 81.2 73.6 66.9 87.6 80.5
67.0 71.6 74.1 84.1

500 - 559 PM 76.7 69.8 83.3 72.6 J/ 81.3 80.8 76.2 77.9 67.7 83.1 76.6
66.8 75.8 67.8 84.0

600 - 659 PM 76.7 68.8 67.4 72.0 83.2 79.3 80.8 73.7 76.5 67.6 86.6 80.0
68.3 71.0 65.7 83.5

700 - 759 PM 75.9 66.9 77.1 70.1 85.6 71.5 82.6 86.7 75.7 64.1 84.3 69.8
62.3 69.4 68.1 80.3

800 - 859 PM 78.4 65.9 73.9 76.4 86.2 71.9 79.3 72.4 77.2 72.2 87.5 50.0
65.6 73.4 70.7 75.6

900 - 959 PM 84.2 84.6 73.6 77.0 88.2 80.8 81.7 83.5 80.8 61.5 87.4 85.6
73.6 76.1 74.1 83.4

1000 - 1059 PM 83.3 J/ 75.0 75.4 94.3 J/ J/ 73.5 84.3 66.7 89.3 90.6
84.2 80.9 J/ 72.2

1100 - 559 AM 87.7 92.9 92.9 74.1 100.0 J/ 87.5 J/ 92.9 87.5 82.1 75.0
82.1 89.7 78.6 J/

TOTAL, ALL DEPARTURES,

BY AIRPORT 82.3 76.9 83.0 77.8 88.4 82.4 86.0 78.8 81.4 78.1 87.8 79.7
79.8 79.4 77.0 85.9

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 86.1 91.6 88.9 96.3 91.6 95.8 90.5 93.8 91.6 86.9 92.1 93.8
88.8 90.5

700 - 759 AM 81.4 89.2 90.7 94.5 83.4 94.9 88.0 92.6 89.0 86.1 92.9 91.3
93.4 89.6

800 - 859 AM 80.9 91.5 84.0 87.8 79.3 91.6 88.5 89.7 91.3 87.1 89.3 87.6
92.2 86.9

900 - 959 AM 88.9 87.0 85.0 90.5 78.6 85.5 83.9 84.9 80.4 81.0 91.7 91.0
89.4 85.5

1000 - 1059 AM 75.9 87.8 82.0 87.8 80.2 83.7 86.6 86.7 85.0 75.2 89.3
87.6 76.0 84.0

1100 - 1159 AM 77.7 86.0 79.3 87.2 80.4 80.8 85.6 78.8 80.6 75.3 87.2
84.2 85.4 82.2

1200 - 1259 PM 78.3 80.8 79.5 90.2 83.7 79.8 85.0 83.8 77.5 69.1 75.0
81.5 79.3 81.5

100 - 159 PM 76.6 87.6 79.2 85.1 74.7 79.5 83.1 81.3 78.9 71.0 86.9 84.2
80.0 81.3

200 - 259 PM 83.0 85.9 72.7 84.8 70.2 78.0 78.7 77.0 78.6 71.2 86.5 79.8
79.7 78.8

300 - 359 PM 70.5 83.7 75.4 86.4 67.3 78.4 67.9 68.8 78.9 65.9 80.6 79.5
76.5 77.4

400 - 459 PM 79.9 82.0 69.5 81.7 70.1 77.4 81.7 74.5 76.9 70.4 83.9 81.7
80.4 76.2

500 - 559 PM 72.6 85.7 71.3 71.7 65.4 71.9 77.7 64.5 68.8 66.2 79.6 78.1
81.3 74.9

600 - 659 PM 78.5 81.0 69.3 81.3 66.4 71.6 77.3 68.3 73.0 66.6 78.2 80.2
80.0 75.1

700 - 759 PM 64.4 82.5 70.8 74.0 57.7 69.5 64.3 74.9 75.8 68.5 73.2 78.3
79.2 73.2

800 - 859 PM 63.1 81.4 70.5 77.0 72.7 67.7 74.6 72.9 63.1 64.7 85.0 81.1
78.4 75.5

900 - 959 PM 60.0 81.2 74.7 78.3 62.7 64.7 76.9 73.0 66.0 68.9 77.2 83.3
56.0 77.1

1000 - 1059 PM J/ 85.2 77.1 100.0 J/ 79.6 80.4 91.2 81.5 76.6 84.7 83.4
71.4 80.7

1100 - 559 AM 85.7 92.9 94.0 89.3 87.7 89.5 85.7 90.5 88.3 88.1 90.6
87.2 85.7 86.5

TOTAL, ALL DEPARTURES,

BY AIRPORT 76.3 85.1 77.6 86.7 72.5 80.1 81.3 81.5 81.0 75.1 85.4 83.5
82.9 80.8

FEBRUARY 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 2762 ATL-IAD 2015 22 81.82 38 23

US 2768 BHM-IAD 1610 22 81.82 24 20

FEBRUARY 1999

AIR TRAVEL CONSUMER REPORT

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

ARRIVING LATE 70% OF THE TIME OR MORE

NUMBER OF REGULARLY SCHEDULED FLIGHTS

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

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

CARRIER CARRIER REPORTED DATA NUMBER PERCENTAGE

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

US AIRWAYS 2047 10 0.5

AMERICAN 1866 4 0.2

DELTA 2526 5 0.2

SOUTHWEST 2390 3 0.1

UNITED 2111 1 0.0

ALASKA 317 0 0.0

AMERICA WEST 572 0 0.0

TWA 776 0 0.0

CONTINENTAL 1117 0 0.0

NORTHWEST 1508 0 0.0

TOTAL 15230 23 0.2

FEBRUARY 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) 76.3 86.8 76 76 DUTCH HARBOR, AK. (DUT) 37.5
37.5 56 56

ALBANY, N.Y. (ALB) 74.6 83.8 933 933 EAGLE, CO. (EGE) 68.9 83.0 312 312

ALBUQUERQUE, N.M. (ABQ) 83.0 85.6 2,806 2,805 EL PASO, TX. (ELP) 82.8
86.8 1,856 1,855

ALLENTOWN, PA. (ABE) 76.5 88.9 452 452 ELMIRA, N.Y. (ELM) 82.0 89.0 100
100

AMARILLO, TX. (AMA) 82.7 89.6 375 374 ERIE, PA. (ERI) 77.8 91.7 108 108

ANCHORAGE, AK. (ANC) 72.6 78.3 1,287 1,288 EUGENE, OR. (EUG) 71.3 75.4
167 167

ASHEVILLE, N.C. (AVL) 79.8 84.6 104 104 FAIRBANKS, AK. (FAI) 76.8 82.7
371 371

ATLANTA, GA. (ATL) 78.7 82.3 20,189 20,206 FARGO, N.D. (FAR) 85.1 91.5
188 188

AUGUSTA, GA. (AGS) 81.4 87.1 140 140 FAYETTEVILLE, N.C. (FAY) 68.3 80.8
104 104

AUSTIN, TX. (AUS) 83.9 87.2 3,332 3,337 FLINT, MI. (FNT) 79.6 88.9 108
108

BALTIMORE, MD. (BWI) 81.6 83.0 5,900 5,899 FRESNO, CA. (FAT) 67.9 71.4
28 28

BANGOR, ME. (BGR) 79.8 94.0 84 84 FT. LAUDERDALE, FL. (FLL) 79.3 83.0
3,755 3,749

BARROW, AK. (BRW) 80.9 75.0 68 68 FT. MYERS, FL. (RSW) 75.6 83.4 1,326
1,328

BATON ROUGE, LA. (BTR) 88.9 92.2 360 358 FT. WAYNE, IN. (FWA) 95.8 95.8
24 24

BETHEL, AK. (BET) 76.9 79.5 78 78 GRAND FORKS, N.D. (GFK) 80.8 92.3 104
104

BILLINGS, MT. (BIL) 85.3 93.8 224 224 GRAND RAPIDS, MI. (GRR) 78.8 91.2
659 659

BINGHAMTON, N.Y. (BGM) 81.3 85.0 80 80 GREAT FALLS, MT. (GTF) 85.7 90.3
196 196

BIRMINGHAM, AL. (BHM) 84.0 87.5 1,652 1,650 GREEN BAY, WI. (GRB) 79.3
89.9 188 188

BISMARCK, N.D. (BIS) 78.7 95.4 108 108 GREENSBORO/HIGH PT., N.C. (GSO)
77.1 84.8 1,147 1,148

BOISE, ID. (BOI) 78.8 85.1 884 883 GREENVILLE/SPARTBG., S.C. (GSP) 81.3
87.7 536 536

BOSTON, MA. (BOS) 70.4 76.9 7,914 7,913 GULFPORT/BILOXI, MS. (GPT) 97.6
96.4 84 84

BOZEMAN, MT. (BZN) 82.2 91.4 152 151 GUNNISON, CO. (GUC) 68.3 78.3 60 60

BRISTOL, TN. (TRI) 84.6 91.3 104 104 HARLINGEN, TX. (HRL) 88.6 87.7 316
316

BROWNSVILLE, TX. (BRO) 85.7 85.7 28 28 HARRISBURG, PA. (MDT) 77.9 87.7
601 601

BUFFALO, N.Y. (BUF) 75.6 83.5 1,420 1,418 HARTFORD, CT./SPGFLD, MA.
(BDL) 74.3 81.8 2,282 2,280

BURBANK, CA. (BUR) 76.6 79.2 2,111 2,111 HELENA, MT. (HLN) 76.4 83.9 55
56

BURLINGTON, VT. (BTV) 65.8 81.6 196 196 HONOLULU, OAHU, HI. (HNL) 73.6
85.6 846 848

CEDAR RAPIDS/IOWA CTY,IA. (CID) 82.1 87.1 420 420 HOUSTON, TX. (HOU)
86.1 83.0 4,395 4,394

CHARLESTON, S.C. (CHS) 80.3 87.6 547 548 HOUSTON, TX. (IAH) 86.7 87.8
9,916 9,912

CHARLESTON, W.V. (CRW) 76.0 88.0 100 100 HUNTSVILLE/DECATUR, AL. (HSV)
79.8 84.4 436 436

CHARLOTTE, N.C. (CLT) 79.7 77.8 9,385 9,384 INDIANAPOLIS, IN. (IND) 79.7
86.4 2,571 2,567

CHATTANOOGA, TN. (CHA) 85.5 92.1 76 76 INDIO/PALM SPRINGS, CA. (PSP)
73.8 82.4 432 432

CHICAGO, IL. (MDW) 83.7 81.3 3,523 3,524 ISLIP/LONG IS., N.Y. (ISP) 79.8
85.1 168 168

CHICAGO, IL. (ORD) 73.5 77.6 22,791 22,790 ITHACA, N.Y. (ITH) 79.0 90.0
100 100

CINCINNATI, OH. (CVG) 84.9 88.4 5,976 5,964 JACKSON/VICKSBURG, MS. (JAN)
87.3 90.1 707 718

CLEVELAND, OH. (CLE) 80.3 85.8 4,626 4,626 JACKSON, WY. (JAC) 64.1 67.4
92 92

COLORADO SPRINGS, CO. (COS) 80.9 91.9 873 872 JACKSONVILLE, FL. (JAX)
81.6 87.1 1,764 1,764

COLUMBIA, S.C. (CAE) 79.8 88.7 372 372 JUNEAU, AK. (JNU) 74.3 77.1 280
280

COLUMBUS, OH. (CMH) 81.6 87.2 2,789 2,788 KAHULUI, MAUI, HI. (OGG) 79.9
84.4 224 224

CORDOVA, AK. (CDV) 78.6 83.9 56 56 KALAMAZOO, MI. (AZO) 80.4 87.5 112
112

CORPUS CHRISTI, TX. (CRP) 87.7 91.5 236 236 KALISPELL, MT. (FCA) 86.2
86.7 58 60

DALLAS/FT. WORTH, TX. (DAL) 86.7 85.1 3,931 3,931 KANSAS CITY, MO. (MCI)
80.7 85.2 4,572 4,572

DALLAS/FT. WORTH, TX. (DFW) 81.7 78.8 18,495 18,497 KETCHIKAN, AK. (KTN)
70.8 76.2 168 168

DAYTON, OH. (DAY) 77.2 86.6 841 841 KING SALMON, AK. (AKN) 68.8 62.5 16
16

DAYTONA BEACH, FL. (DAB) 79.0 85.7 224 223 KNOXVILLE, TN. (TYS) 81.8
87.1 560 560

DEADHORSE, AK. (SCC) 70.0 75.0 40 40 KODIAK, AK. (ADQ) 71.4 76.8 56 56

DENVER, CO. (DEN) 84.2 86.0 10,490 10,485 KONA, HAWAII., HI. (KOA) 80.4
83.9 56 56

DES MOINES, IA. (DSM) 82.2 89.5 512 512 KOTZEBUE, AK. (OTZ) 70.6 73.5 68
68

DETROIT, MI. (DTW) 83.4 81.4 11,793 11,785 LA CROSSE, WI. (LSE) 92.5
92.5 40 40

DILLINGHAM, AK. (DLG) 62.5 68.8 16 16 LANSING, MI. (LAN) 77.4 91.5 164
164

DULUTH, MN. (DLH) 85.5 89.5 76 76 LAS VEGAS, NV. (LAS) 78.5 79.8 9,206
9,211

DURANGO, CO. (DRO) 90.6 96.9 32 32 LEXINGTON/FRKFT, KY. (LEX) 79.5 89.5
303 304

FEBRUARY 1999

AIR TRAVEL CONSUMER REPORT

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

PERCENT REPORTED PERCENT REPORTED

ON-TIME OPERATIONS ON-TIME OPERATIONS

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

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

LIHUE, KAUAI, HI. (LIH) 82.1 78.6 28 28 ROANOKE, VA. (ROA) 78.3 85.9 184
184

LINCOLN, NE. (LNK) 80.6 87.4 216 215 ROCHESTER, MN. (RST) 77.1 87.2 179
179

LITTLE ROCK, AR. (LIT) 85.5 88.9 1,000 1,000 ROCHESTER, N.Y. (ROC) 74.6
82.0 1,176 1,173

LONG BEACH, CA. (LGB) 80.5 91.3 220 219 SACRAMENTO, CA. (SMF) 79.2 81.3
2,676 2,676

LOS ANGELES, CA. (LAX) 75.1 79.4 14,005 14,007 SAGINAW, MI. (MBS) 77.2
89.4 263 263

LOUISVILLE, KY. (SDF) 81.4 87.5 1,767 1,767 SALT LAKE CITY, UT. (SLC)
81.2 85.4 6,390 6,387

LUBBOCK, TX. (LBB) 88.1 88.3 496 496 SAN ANTONIO, TX. (SAT) 85.1 90.1
2,917 2,918

MADISON, WI. (MSN) 73.0 84.8 348 348 SAN DIEGO, CA. (SAN) 76.8 81.5
4,985 4,985

MANCHESTER, N.H. (MHT) 77.7 82.3 966 966 SAN FRANCISCO, CA. (OAK) 77.6
78.5 4,269 4,269

MEDFORD, OR. (MFR) 66.7 78.6 84 84 SAN FRANCISCO, CA. (SFO) 66.6 75.1
10,261 10,258

MELBOURNE, FL. (MLB) 80.4 89.3 168 168 SAN JOSE, CA. (SJC) 75.2 80.4
3,903 3,902

MEMPHIS, TN. (MEM) 88.6 88.3 4,025 4,022 SAN JUAN, P.R. (SJU) 70.2 73.9
1,723 1,719

MIAMI, FL. (MIA) 75.0 76.3 5,117 5,115 SANTA BARBARA, CA. (SBA) 75.7
70.3 111 111

MIDLAND/ODESSA, TX. (MAF) 87.6 90.4 492 492 SARASOTA/BRAD., FL. (SRQ)
78.3 84.7 460 458

MILWAUKEE, WI. (MKE) 80.0 88.9 1,168 1,168 SAVANNAH, GA. (SAV) 77.3 84.0
388 387

MINNEAPLS/ST.P, MN. (MSP) 84.4 85.1 10,648 10,659
SCRANTON/WILKES-BARRE,PA. (AVP) 83.3 97.0 132 132

MINOT, N.D. (MOT) 85.7 90.5 84 84 SEATTLE, WA. (SEA) 72.0 81.0 7,128
7,126

MISSION/MCALLEN, TX. (MFE) 87.3 93.0 244 244 SHREVEPORT, LA. (SHV) 86.7
88.3 300 300

MISSOULA, MT. (MSO) 83.3 91.0 168 166 SIOUX CITY, IA. (SUX) 82.7 90.4 52
52

MOBILE,AL./PASCAGOULA,MS. (MOB) 86.6 85.1 335 329 SIOUX FALLS, S.D.
(FSD) 81.7 91.0 300 300

MOLINE, IL. (MLI) 87.1 88.6 132 132 SITKA, AK. (SIT) 72.6 83.3 84 84

MONROE, LA. (MLU) 85.7 92.2 168 167 SOUTH BEND, IN. (SBN) 82.9 92.1 228
228

MONTEREY, CA. (MRY) 82.1 82.1 56 56 SPOKANE, WA. (GEG) 81.2 87.0 1,005
1,004

MONTGOMERY, AL. (MGM) 85.7 87.5 112 112 SPRINGFIELD, MO. (SGF) 90.0 90.6
160 160

MONTROSE, CO. (MTJ) 92.1 92.1 76 76 ST. CROIX, V.I. (STX) 73.8 79.8 84
84

MYRTLE BEACH, S.C. (MYR) 74.7 85.5 166 166 ST. LOUIS, MO. (STL) 83.0
83.5 13,437 13,443

NASHVILLE, TN. (BNA) 85.0 86.6 3,996 3,994 ST. THOMAS, V.I. (STT) 72.3
79.9 224 224

NEW ORLEANS, LA. (MSY) 85.0 88.1 3,852 3,853 STEAMBOAT SPRINGS, CO.
(HDN) 73.1 82.1 167 168

NEW YORK, N.Y. (JFK) 75.4 79.7 3,351 3,356 SYRACUSE, N.Y. (SYR) 76.9
87.0 887 887

NEW YORK, N.Y. (LGA) 70.4 77.0 7,406 7,399 TALLAHASSEE, FL. (TLH) 77.0
80.1 196 196

NEWARK, N.J. (EWR) 72.3 78.1 9,657 9,653 TAMPA, FL. (TPA) 79.6 82.9
4,519 4,517

NEWBURGH, N.Y. (SWF) 68.2 79.8 85 84 TOLEDO, OH. (TOL) 72.5 81.3 80 80

NOME, AK. (OME) 69.1 75.0 68 68 TRAVERSE CITY, MI. (TVC) 85.0 91.7 60 60

NORFOLK/VA. BEACH, VA. (ORF) 77.7 86.8 1,214 1,212 TUCSON, AZ. (TUS)
77.9 84.2 1,504 1,504

OKLAHOMA CITY, OK. (OKC) 84.4 89.1 1,535 1,535 TULSA, OK. (TUL) 82.8
85.6 1,441 1,442

OMAHA, NE. (OMA) 81.3 87.6 1,279 1,283 VALPARAISO, FL. (VPS) 89.3 98.8
84 84

ONTARIO, CA. (ONT) 75.7 81.0 2,640 2,641 WASHINGTON, D.C. (DCA) 78.4
82.4 6,262 6,292

ORANGE COUNTY, CA. (SNA) 81.0 85.1 2,647 2,653 WASHINGTON, D.C. (IAD)
74.9 79.4 4,162 4,157

ORLANDO, FL. (MCO) 82.6 85.9 7,599 7,600 WEST PALM BEACH, FL. (PBI) 74.8
82.5 1,926 1,926

PASCO, WA. (PSC) 89.3 90.0 112 110 WHITE PLAINS, N.Y. (HPN) 71.9 78.9
374 375

PENSACOLA, FL. (PNS) 83.1 87.0 472 469 WICHITA, KS. (ICT) 83.0 90.1 536
536

PETERSBURG, AK. (PSG) 57.1 71.4 56 56 WILMINGTON, N.C. (ILM) 77.7 87.2
148 148

PHILADELPHIA, PA. (PHL) 72.5 72.5 8,832 8,832 WRANGELL, AK. (WRG) 69.6
67.9 56 56

PHOENIX, AZ. (PHX) 78.9 80.1 13,723 13,725 YAKUTAT, AK. (YAK) 73.2 85.7
56 56

PITTSBURGH, PA. (PIT) 80.2 81.3 8,000 7,999

PORTLAND, ME. (PWM) 78.7 89.2 479 480

PORTLAND, OR. (PDX) 78.4 86.7 4,239 4,239

PROVIDENCE, R.I. (PVD) 78.2 84.0 1,733 1,733

RALEIGH/DURHAM, N.C. (RDU) 77.7 84.9 2,306 2,307

RAPID CITY, S.D. (RAP) 87.5 94.6 56 56

RENO, NV. (RNO) 76.6 81.6 2,014 2,014

RICHMOND, VA. (RIC) 74.8 83.9 1,192 1,190

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

***FEBRUARY***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

  ----- ------------- ---------------------- --- ------------------------
                      ***FEBRUARY 1999***        ***FEBRUARY 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>FEB. ‘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>4,662</td>
<td>1,326,111</td>
<td><strong>3.52</strong></td>
<td></td>
<td>4,732</td>
<td>1,246,167</td>
<td><strong>3.80</strong></td>
</tr>
<tr class="even">
<td>2</td>
<td><em><strong>Southwest</strong></em></td>
<td></td>
<td>19,472</td>
<td>4,635,465</td>
<td><strong>4.20</strong></td>
<td></td>
<td>19,285</td>
<td>4,193,337</td>
<td><strong>4.60</strong></td>
</tr>
<tr class="odd">
<td>3</td>
<td><em><strong>Delta</strong></em></td>
<td></td>
<td>31,228</td>
<td>7,354,276</td>
<td><strong>4.25</strong></td>
<td></td>
<td>34,345</td>
<td>6,927,531</td>
<td><strong>4.96</strong></td>
</tr>
<tr class="even">
<td>4</td>
<td><em><strong>Continental</strong></em></td>
<td></td>
<td>11,493</td>
<td>2,683,283</td>
<td><strong>4.28</strong></td>
<td></td>
<td>8,567</td>
<td>2,486,412</td>
<td><strong>3.45</strong></td>
</tr>
<tr class="odd">
<td>5</td>
<td><em><strong>TWA</strong></em></td>
<td></td>
<td>7,625</td>
<td>1,700,448</td>
<td><strong>4.48</strong></td>
<td></td>
<td>7,635</td>
<td>1,668,034</td>
<td><strong>4.58</strong></td>
</tr>
<tr class="even">
<td>6</td>
<td><em><strong>American</strong></em></td>
<td></td>
<td>18,529</td>
<td>3,996,287</td>
<td><strong>4.64</strong></td>
<td></td>
<td>19,150</td>
<td>4,660,186</td>
<td><strong>4.11</strong></td>
</tr>
<tr class="odd">
<td>7</td>
<td><em><strong>Northwest</strong></em></td>
<td></td>
<td>16,296</td>
<td>3,235,165</td>
<td><strong>5.04</strong></td>
<td></td>
<td>18,077</td>
<td>3,307,729</td>
<td><strong>5.47</strong></td>
</tr>
<tr class="even">
<td>8</td>
<td><em><strong>US Airways</strong></em></td>
<td></td>
<td>21,467</td>
<td>4,055,758</td>
<td><strong>5.29</strong></td>
<td></td>
<td>15,806</td>
<td>4,053,291</td>
<td><strong>3.90</strong></td>
</tr>
<tr class="odd">
<td>9</td>
<td><em><strong>Alaska</strong></em></td>
<td></td>
<td>5,114</td>
<td>820,969</td>
<td><strong>6.23</strong></td>
<td></td>
<td>4,289</td>
<td>779,815</td>
<td><strong>5.50</strong></td>
</tr>
<tr class="even">
<td>10</td>
<td><em><strong>United</strong></em></td>
<td></td>
<td>42,837</td>
<td>5,555,999</td>
<td><strong>7.71</strong></td>
<td></td>
<td>37,543</td>
<td>5,178,649</td>
<td><strong>7.25</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>178,723</strong></td>
<td><strong>35,363,761</strong></td>
<td><strong>5.05</strong></td>
<td></td>
<td><strong>169,429</strong></td>
<td><strong>34,501,151</strong></td>
<td><strong>4.91</strong></td>
</tr>
</tbody>
</table>

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

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

**[OVERSALES]{.underline}**

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

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

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

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

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

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

***October-December***

***PASSENGERS DENIED BOARDING***

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

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

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

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

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

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

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

***January-December***

***PASSENGERS DENIED BOARDING***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

TABLE 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

FEBRUARY 1999 FEBRUARY 1998

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS
COMPLIMENTS INFO REQUESTS

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

U.S. AIRLINES 849 38 1 53 570 27 2 72

FOREIGN AIRLINES 71 0 0 0 82 0 0 3

TRAVEL AGENTS 3 0 0 0 1 0 0 0

TOUR OPERATORS 32 0 0 0 40 0 0 1

MISCELLANEOUS 63 7 0 18 38 8 0 7

CARGO COMPANIES 0 0 0 0 0 0 0 0

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

INDUSTRY TOTALS 1018 45 1 71 731 35 2 83

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES \*

FEBRUARY 1999 FEBRUARY 1998

SUB SUB

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

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

FLIGHT PROBLEMS\...\...\... 1 342 2 133

DELAYS\...\...\...\.... 103 32

CANCELLATIONS\...\... 126 48

MISCONNECTIONS\..... 32 15

CUSTOMER SERVICE\...\..... 2 170 1 148

BAGGAGE\...\...\...\...\..... 3 157 3 112

TICKETING/BOARDING\...\... 4 126 4 111

DISABLED\...\...\..... 32 28

REFUNDS\...\...\...\...\..... 5 78 7 51

OTHER\...\...\...\...\...\.... 6 65 5 57

FREQUENT FLYER\..... 30 24

FARES\...\...\...\...\...\.... 7 34 8 34

OVERSALES\...\...\...\...\... 8 34 6 55

TOURS\...\...\...\...\...\.... 9 7 9 20

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

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

SMOKING\...\...\...\...\..... 12 0 11 1

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

COMPLAINT TOTAL 1018 731

\* 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

FEBRUARY 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 3 0 0 0 0 4 3 0 0 0 0 1 11

ALASKA AIRLINES 1 2 2 0 2 0 0 0 0 0 0 0 7

AMERICA WEST AIRLINES 9 1 5 1 3 2 5 0 0 0 0 2 28

AMERICAN AIRLINES 53 3 8 9 11 19 27 0 2 1 1 7 141

AMERICAN EAGLE 6 0 1 0 0 0 1 0 0 0 0 0 8

AMERICAN TRANS AIR 4 0 4 0 0 1 2 0 0 0 0 0 11

COMAIR 3 0 0 0 0 0 1 0 0 0 0 1 5

CONTINENTAL AIRLINES 16 3 4 1 4 4 10 0 0 0 0 0 42

DELTA AIR LINES 24 3 14 4 1 8 18 0 2 0 0 12 86

KIWI AIRLINES 33 2 4 0 7 7 5 0 0 0 1 1 60

NORTHWEST AIRLINES 46 0 16 5 4 13 20 0 0 0 0 5 109

RYAN INTERNATIONAL AIRLINES 4 0 0 0 0 2 0 0 0 0 0 0 6

SKY TREK INT\'L AIRLINES 4 0 0 0 0 3 1 0 0 0 0 0 8

SOUTHWEST AIRLINES 1 0 2 1 1 3 1 0 0 0 0 2 11

SPIRIT AIRLINES 4 1 1 2 0 2 3 0 0 0 1 0 14

TOWER AIR 7 3 3 0 1 3 5 0 0 0 0 0 22

TRANS WORLD AIRLINES 12 2 1 2 2 6 4 0 0 0 0 4 33

UNITED AIRLINES 26 3 13 4 7 23 25 0 0 0 0 6 107

UNITED EXPRESS 3 2 0 0 0 3 3 0 0 0 0 1 12

US AIRWAYS 25 2 18 0 4 18 14 0 0 0 0 6 87

VANGUARD AIRLINES 3 0 2 0 3 2 1 0 0 0 1 1 13

OTHER U.S. AIRLINES 13 1 3 1 7 1 1 0 0 0 0 1 28

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

FEBRUARY 1999 300 28 101 30 57 124 150 0 4 1 4 50 849

\% OF TOTAL COMPLAINTS 35.3 3.3 11.9 3.5 6.7 14.6 17.7 0.0 0.5 0.1 0.5
5.9

FEBRUARY 1998 109 41 92 27 37 87 123 1 6 0 2 45 570

\% OF TOTAL COMPLAINTS 19.1 7.2 16.1 4.7 6.5 15.3 21.6 0.2 1.1 0.0 0.4
7.9

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

FEBRUARY 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 FEB FEB PERCENT JAN PERCENT MONTHS PERCENT DATE
PERCENT

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

AIRTRAN AIRWAYS 11 4 36.36 2 18.18 2 18.18 3 27.27

ALASKA AIRLINES 7 0 0.00 0 0.00 7 100.00 0 0.00

AMERICA WEST AIRLINES 28 2 7.14 7 25.00 19 67.86 0 0.00

AMERICAN AIRLINES 141 49 34.75 38 26.95 52 36.88 2 1.42

AMERICAN EAGLE 8 2 25.00 3 37.50 3 37.50 0 0.00

AMERICAN TRANS AIR 11 1 9.09 5 45.45 5 45.45 0 0.00

COMAIR 5 1 20.00 3 60.00 1 20.00 0 0.00

CONTINENTAL AIRLINES 42 10 23.81 20 47.62 11 26.19 1 2.38

DELTA AIR LINES 86 18 20.93 29 33.72 33 38.37 6 6.98

KIWI AIRLINES 60 23 38.33 19 31.67 17 28.33 1 1.67

NORTHWEST AIRLINES 109 20 18.35 52 47.71 33 30.28 4 3.67

RYAN INTERNATIONAL AIRLINES 6 0 0.00 5 83.33 1 16.67 0 0.00

SKY TREK INT\'L AIRLINES 8 2 25.00 2 25.00 4 50.00 0 0.00

SOUTHWEST AIRLINES 11 4 36.36 1 9.09 5 45.45 1 9.09

SPIRIT AIRLINES 14 2 14.29 10 71.43 2 14.29 0 0.00

TOWER AIR 22 1 4.55 7 31.82 14 63.64 0 0.00

TRANS WORLD AIRLINES 33 7 21.21 10 30.30 16 48.48 0 0.00

UNITED AIRLINES 107 19 17.76 33 30.84 52 48.60 3 2.80

UNITED EXPRESS 12 0 0.00 5 41.67 7 58.33 0 0.00

US AIRWAYS 87 15 17.24 27 31.03 39 44.83 6 6.90

VANGUARD AIRLINES 13 0 0.00 6 46.15 7 53.85 0 0.00

OTHER U.S. AIRLINES 28 4 14.29 9 32.14 13 46.43 2 7.14

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

TOTALS 849 184 21.67 293 34.51 343 40.40 29 3.42

PRIOR YEAR\'S TOTALS 570 100 17.54 179 31.40 287 50.35 4 0.70

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

FEBRUARY 1999

FLIGHT OVER- TICKETING/ CUSTOMER ADVER-

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

FOREIGN AIRLINES

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

APA INTERNATIONAL AIR 2 0 1 0 2 0 0 0 0 0 0 0 5

BRITISH AIRWAYS 0 0 0 0 2 2 2 0 0 0 0 0 6

GUYANA AIRWAYS 2 0 2 0 0 0 0 0 0 0 0 1 5

KLM 1 0 2 0 0 1 2 0 0 0 0 0 6

OTHER FOREIGN AIRLINES 9 4 6 0 3 16 9 0 0 0 1 1 49

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

TOTAL 14 4 11 0 7 19 13 0 0 0 1 2 71

TRAVEL AGENTS

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

OTHER TRAVEL AGENTS 0 0 1 1 1 0 0 0 0 0 0 0 3

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

TOTAL 0 0 1 1 1 0 0 0 0 0 0 0 3

TOUR OPERATORS

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

SUNJET INT\'L SALES 11 0 3 0 2 1 0 0 0 0 0 0 17

OTHER TOUR OPERATORS 5 0 1 1 1 1 4 0 0 0 2 0 15

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

TOTAL 16 0 4 1 3 2 4 0 0 0 2 0 32

MISCELLANEOUS

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

OTHER MISCELLANEOUS 12 2 9 2 10 12 3 0 0 0 0 13 63

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

TOTAL 12 2 9 2 10 12 3 0 0 0 0 13 63

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

####  FEBRUARY

***Consumer Complaints: Rankings***

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

  ----- --------- ------------------------- --- --------------------------
                  ***FEBRUARY 1999***           ***FEBRUARY 1998***

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

+-----+------+-------+---------+-------+---+------+---------+--------+
|     |      |       |         | *     |   |      |         | ***C   |
|     |      |       |         | **COM |   |      |         | OMPLAI |
|     |      |       |         | PLAIN |   |      |         | NTS*** |
|     |      |       |         | TS*** |   |      |         |        |
+-----+------+-------+---------+-------+---+------+---------+--------+
| ##  |      |       | **      | *     |   |      | **      | ***PER |
|  FE |      |       | *SYSTEM | **PER |   |      | *SYSTEM | 100,   |
| B.  |      |       | 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***     11        4,648,790        **0.24**         10        4,200,768        **0.24**

  2     ***Alaska***        7         950,229          **0.74**         5         890,051          **0.56**

  3     ***Delta***         86        7,808,822        **1.10**         41        7,472,840        **0.55**

  4     ***Continental***   42        3,223,651        **1.30**         22        2,949,184        **0.75**

  5     ***United***        107       6,324,043        **1.69**         92        5,907,636        **1.56**

  6     ***T W A***         33        1,763,403        **1.87**         17        1,740,949        **0.98**

  7     ***America West***  28        1,355,108        **2.07**         14        1,284,393        **1.09**

  8     ***US Airways***    87        4,097,925        **2.12**         23        4,167,486        **0.55**

  9     ***American***      141       5,025,032        **2.81**         78        5,896,468        **1.32**

  10    ***Northwest***     109       3,875,945        **2.81**         52        3,960,411        **1.31**

        **TOTAL**           **651**   **39,072,948**   **1.67**         **354**   **38,470,186**   **0.92**
  ----- ------------------- --------- ---------------- ---------- ----- --------- ---------------- ----------

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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