+-------------------------------+--------------------------------------+
| ![](media/image1.png)         | ![](media/ima                        |
| {width="0.8618055555555556in" | ge2.png){width="4.886805555555555in" |
| h                             | height="1.3902777777777777in"}       |
| eight="0.8277777777777777in"} |                                      |
|                               |                                      |
| ###                           |                                      |
|                               |                                      |
| U.S. Department               |                                      |
|                               |                                      |
| of Transportation             |                                      |
+-------------------------------+--------------------------------------+

# 

> ***Air Travel***
>
> ***Consumer Report***

+---------------------------+------------------------------------------+
| >                         | **Issued:** **APRIL 2001**               |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays February 2001            |
|                           | >                                        |
|                           | > 12 Months Ending February 2001         |
|                           | >                                        |
|                           | > Mishandled Baggage February 2001       |
|                           | >                                        |
|                           | > Oversales 4^th^ Quarter 2000           |
|                           | >                                        |
|                           | > January-December 2000                  |
|                           | >                                        |
|                           | > Consumer Complaints February 2001      |
|                           | >                                        |
|                           | > (Includes Disability Complaints)       |
+---------------------------+------------------------------------------+

> ***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

**Table 8** \...\...\...\...\...\...\.....14

> Overall Number and Percentage
>
> of Flight Cancellations, by Carrier

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

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

**Section Page**

***Mishandled Baggage***

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

**Ranking** \...\...\...\...\...\..........18

***Oversales***

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

**Ranking---4th Quarter** \...\...\...\...\...\..........20

**Ranking\--YTD** \...\...\...\...\...\..........21

***Consumer Complaints***

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

**Complaint Tables 1-5** \...\...\...\.....23

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

**Rankings, Table 6** \...\...\...\.....28

**Complaint Categories** \...\...\...\.....29

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

**[INTRODUCTION]{.underline}**

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

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

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

NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA

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

![](media/image5.wmf)

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

This section provides information about airline on-time performance,
flight delays, and cancellations. It is based on data filed by airlines
each month with the Department of Transportation's Bureau of
Transportation Statistics (Office of Airline Information), as described
in 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, including all
ten carriers that have at least one percent of total domestic
scheduled-service passenger revenues. These airlines account for more
than 85 percent of domestic operating revenues.

The rule requires carriers to currently report on operations to and from
the 31 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
reporting 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 11 reporting air carriers, 4 (American,
Northwest, United and US Airways) use ACARS exclusively; 3 (Alaska,
Aloha, 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 31 required or
\"reportable\" airports; Tables 5, 6 and 7 contain data on flights
to/from all airports that were reported. Tables 1 and 8 each have one
column for the 31 \"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.

Table 8 displays the number of operations, number of flight
cancellations, and percentage of cancellations by air carrier for the
reportable airports and for the air carriers' domestic system.

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/*.
Computer tapes containing data for all reported flight operations are
available for purchase from the Transportation Systems Center in
Cambridge, Massachusetts. The Department cannot respond to inquiries
about the performance of individual flights.

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

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

FEBRUARY 2001

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER

AT 31 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/

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

CONTINENTAL S/ 30 79.0 84 80.1

ALOHA S/ 1 23.3 7 79.5

US AIRWAYS S/ 27 78.5 88 78.6

SOUTHWEST S/ 15 74.3 59 75.8

NORTHWEST S/ 31 74.5 116 74.7

DELTA S/ 30 73.1 109 73.3

AMERICAN S/ 31 70.1 98 70.5

UNITED S/ 30 69.4 99 69.7

TRANS WORLD S/ 29 68.9 71 69.2

AMERICA WEST S/ 24 67.1 53 68.0

ALASKA S/ 8 60.5 34 62.1

T O T A L 72.8 73.5

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.

\* All U.S. airlines with at least one percent of total domestic
scheduled-service passenger revenues, plus other carriers that report
voluntarily. At the present time,

and beginning with the December 2000 report, Aloha Airlines is the only
carrier that reports voluntarily.

> **NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA**

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

FEBRUARY 2001

AIR TRAVEL CONSUMER REPORT

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

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

12 MONTHS

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

CARRIER 01-03 2000 04-06 2000 07-09 2000 10-12 2000 12 2000 01 2001 02
2001 02 2001 09 1987 - 02 2001

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

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

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

ALASKA 66.5 (9) 70.9 (8) 70.2 (8) 64.5 (10) 57.0 (10) 66.2 (11) 62.1
(11) 67.8 (8) 76.1 (9)

ALOHA \-\-\-- \-- \-\-\-- \-- \-\-\-- \-- 90.6 (1) 91.9 (1) 93.9 (1)
79.5 (2) \-\-\-- \-\-- \-\-\-- \-\--

AMERICA WEST 64.7 (10) 66.6 (9) 66.4 (9) 64.1 (11) 64.6 (5) 68.5 (10)
68.0 (10) 65.9 (9) 78.4 (4)

AMERICAN 75.2 (6) 71.6 (7) 75.3 (6) 69.5 (7) 60.8 (7) 76.1 (8) 70.5 (7)
72.6 (7) 78.9 (3)

CONTINENTAL 77.7 (3) 76.9 (3) 79.1 (2) 78.7 (2) 74.0 (2) 80.6 (3) 80.1
(1) 78.8 (1) 78.4 (5)

DELTA 77.4 (4) 78.0 (2) 77.2 (5) 68.7 (8) 56.1 (11) 73.1 (9) 73.3 (6)
74.8 (5) 77.3 (8)

NORTHWEST 79.4 (2) 78.3 (1) 79.6 (1) 72.2 (5) 58.2 (9) 81.0 (2) 74.7 (5)
77.5 (2) 79.7 (2)

SOUTHWEST 76.0 (5) 75.6 (4) 78.8 (3) 70.4 (6) 65.3 (4) 77.7 (5) 75.8 (4)
75.2 (4) 82.3 (1)

TRANS WORLD 81.1 (1) 74.4 (5) 78.7 (4) 73.3 (3) 60.4 (8) 76.9 (6) 69.2
(9) 75.6 (3) 77.7 (7)

UNITED 70.8 (8) 56.8 (10) 51.6 (10) 66.7 (9) 61.3 (6) 76.2 (7) 69.7 (8)
61.8 (10) 75.3 (10)

US AIRWAYS 72.5 (7) 72.7 (6) 70.3 (7) 73.2 (4) 67.1 (3) 78.3 (4) 78.6
(3) 73.5 (6) 78.1 (6)

TOTAL 75.2 72.2 72.5 70.7 62.8 76.6 73.5 72.8 78.3

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

\* All U.S. airlines with at least one percent of total domestic
scheduled-service passenger revenues, plus other carriers that report
voluntarily. At the present time,

and beginning with the December 2000 report, Aloha Airlines is the only
carrier that reports voluntarily.

FEBRUARY 2001

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 DFW

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

\# 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 609 65.0 1556 70.8 331 75.8 168 79.2 83 71.1 936 70.5 714 69.5 13037
73.5

AQ H/ H/ H/ H/ H/ H/ H/ H/

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

CO 519 74.6 627 73.2 269 87.7 108 82.4 H/ 557 84.9 354 68.9 542 78.2

DL 16817 73.2 2086 70.7 363 80.4 252 74.6 4866 82.4 1484 74.4 532 68.0
3411 72.6

HP 140 71.4 184 68.5 168 70.8 H/ H/ H/ 224 58.0 168 69.0

NW 520 67.3 460 69.1 340 74.1 216 76.9 28 57.1 536 72.2 336 56.3 427
60.9

TW 188 64.4 236 60.2 168 79.2 108 70.4 H/ 216 76.9 172 59.9 263 65.0

UA 514 70.2 1151 75.7 336 84.8 140 80.0 138 77.5 436 75.9 7857 70.2 647
60.0

US 560 67.3 2347 76.7 2291 79.6 9121 83.4 H/ 2779 82.9 280 76.4 304 71.4

WN H/ H/ 3366 84.6 H/ H/ H/ H/ H/

TOTAL 19867 72.5 8647 72.8 7632 81.7 10113 82.8 5115 82.0 7084 78.0
10469 69.3 18799 72.5

ARRIVAL AIRPORT

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

DTW EWR IAD IAH JFK LAS LAX LGA

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

\# 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 384 74.2 805 69.6 350 74.3 489 73.2 983 77.9 671 70.3 3346 61.7 1678
64.8

AQ H/ H/ H/ H/ H/ 30 23.3 H/ H/

AS H/ H/ H/ H/ H/ 316 55.1 644 53.1 H/

CO 308 79.2 5657 78.0 72 91.7 7926 84.7 52 92.3 408 67.6 597 56.3 514
80.0

DL 308 76.3 1020 66.7 420 78.1 246 75.2 895 78.5 588 73.5 1274 56.7 2188
69.9

HP 140 75.7 243 67.5 H/ 168 70.8 224 74.6 2396 63.7 711 63.0 H/

NW 9166 81.7 523 68.3 238 81.5 372 69.9 112 79.5 336 62.2 532 52.8 588
68.4

TW 164 76.2 188 69.7 108 68.5 108 63.9 654 77.5 140 52.1 395 47.6 216
63.9

UA 252 75.8 810 74.1 2623 82.1 364 68.1 466 81.3 1005 64.5 4796 61.2 851
75.0

US 328 80.5 440 75.7 364 78.3 304 69.4 H/ 201 69.7 468 55.1 2803 80.4

WN 520 79.0 H/ H/ 176 75.6 H/ 4514 72.3 3240 62.7 H/

TOTAL 11570 80.8 9686 74.7 4175 80.5 10153 81.7 3386 78.5 10605 68.1
16003 60.0 8838 73.1

FEBRUARY 2001

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

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

MCO MDW MIA MSP ORD PDX PHL PHX

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

\# 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 596 75.0 110 75.5 2931 77.8 460 68.7 8326 67.2 216 72.7 621 65.7 678
68.4

AQ H/ H/ H/ H/ H/ H/ H/ H/

AS H/ H/ H/ H/ 28 92.9 1385 71.0 H/ 354 45.5

CO 593 78.1 20 90.0 353 80.2 195 80.0 522 66.1 108 85.2 222 82.9 352
65.9

DL 2292 72.9 H/ 368 80.4 304 73.7 696 64.4 504 82.9 576 71.0 557 56.6

HP 56 62.5 H/ 56 69.6 112 67.9 224 58.5 192 67.7 139 66.2 6371 69.6

NW 448 75.0 371 72.5 268 69.0 8871 76.9 740 66.8 140 72.9 404 66.1 364
49.5

TW 308 76.6 H/ 308 79.5 260 66.9 288 64.6 112 71.4 160 68.1 168 42.9

UA 568 82.0 H/ 484 77.1 560 70.2 10949 71.5 790 65.8 696 74.6 840 60.4

US 1534 76.6 108 69.4 469 80.6 220 72.7 592 64.4 H/ 6672 75.0 302 52.3

WN 1432 84.4 3200 79.4 H/ H/ H/ 836 76.9 H/ 4832 69.8

TOTAL 7827 77.1 3809 78.4 5237 77.9 10982 75.7 22365 69.0 4283 73.0 9490
73.7 14818 66.8

ARRIVAL AIRPORT

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

PIT SAN SEA SFO SLC STL TPA

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

\# 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 84 79.8 651 63.0 517 67.3 1227 61.9 172 54.7 470 62.8 448 78.8

AQ H/ H/ H/ H/ H/ H/ H/

AS H/ 334 57.5 3330 60.9 506 52.8 H/ H/ H/

CO 76 84.2 220 63.6 244 79.5 376 61.2 112 64.3 96 74.0 408 83.6

DL 196 83.7 420 56.2 475 73.5 686 60.1 3959 74.1 196 76.5 1071 74.8

HP H/ 332 59.3 196 67.3 308 51.6 136 64.0 56 66.1 56 80.4

NW 132 75.0 196 50.0 392 60.7 388 54.1 84 45.2 316 72.2 420 67.9

TW 156 74.4 115 38.3 168 72.0 242 55.0 84 56.0 8894 70.4 167 76.0

UA 166 82.5 846 64.8 1126 69.4 5582 60.9 476 66.2 210 64.8 296 75.0

US 7336 82.2 196 60.2 223 74.9 363 69.4 H/ 252 65.5 1176 71.1

WN H/ 2176 72.8 1016 76.1 364 63.5 1044 76.0 2236 71.7 1464 79.6

TOTAL 8146 82.0 5486 65.0 7687 66.7 10042 60.3 6067 72.2 12726 70.3 5506
75.8

FEBRUARY 2001

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 IAD IAH JFK LAS LAX
LGA

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

600 - 659 AM 80.4 85.3 81.0 100.0 87.5 100.0 91.4 83.9 86.7 83.0 89.3
96.4 84.1 92.5 84.0 82.8

700 - 759 AM 89.2 87.4 85.4 87.6 87.4 86.1 86.6 90.2 87.8 81.5 83.3 89.5
79.0 92.9 89.7 95.3

800 - 859 AM 79.1 86.8 92.7 81.2 85.0 79.1 75.3 82.4 86.7 90.1 86.4 87.5
78.6 83.6 81.9 88.6

900 - 959 AM 73.9 89.8 89.6 81.8 89.8 83.0 75.3 75.9 79.9 88.8 92.8 85.0
88.8 83.4 73.0 87.0

1000 - 1059 AM 77.9 84.1 89.8 78.9 92.2 82.3 70.1 78.9 85.8 88.9 86.4
84.1 86.4 66.9 63.2 80.6

1100 - 1159 AM 78.1 79.9 88.9 84.7 80.6 79.1 76.5 73.5 81.1 86.4 84.2
76.3 J/ 71.9 53.4 80.8

1200 - 1259 PM 79.5 85.0 87.8 84.3 77.4 79.1 69.7 75.4 88.3 84.5 82.1
83.1 J/ 66.2 57.2 79.9

100 - 159 PM 79.7 81.9 88.1 82.5 87.0 79.0 69.8 75.5 84.8 80.0 84.5 87.5
75.0 68.3 56.5 75.2

200 - 259 PM 73.2 79.3 83.1 86.0 85.2 81.1 71.0 73.3 81.5 77.2 83.3 81.5
75.0 70.9 55.8 73.3

300 - 359 PM 69.5 74.4 81.9 83.8 83.5 76.4 76.0 74.2 83.9 74.6 79.2 84.6
83.4 65.7 60.0 77.4

400 - 459 PM 66.4 70.3 83.2 79.4 80.4 78.2 71.0 70.8 83.4 71.4 82.7 80.9
81.6 70.3 60.6 74.0

500 - 559 PM 62.8 63.3 81.8 86.4 75.8 72.5 62.3 67.9 79.7 63.5 71.8 78.7
81.5 56.6 59.5 67.5

600 - 659 PM 65.6 64.0 73.4 82.0 81.2 74.3 67.0 66.9 74.7 65.1 75.7 77.0
73.7 65.1 56.6 66.1

700 - 759 PM 62.9 63.0 69.5 83.6 75.8 77.1 60.3 66.3 81.4 65.8 79.6 81.8
76.8 61.2 57.0 62.7

800 - 859 PM 65.4 59.8 77.2 77.9 76.2 76.0 61.0 65.0 75.7 63.8 79.2 79.1
69.7 59.9 53.3 60.1

900 - 959 PM 61.0 63.2 74.5 81.8 78.2 71.0 62.8 66.7 76.4 68.6 69.5 79.1
74.2 65.1 43.6 62.8

1000 - 1059 PM 73.2 62.0 78.5 75.5 68.8 82.6 60.8 63.8 71.2 65.9 72.9
63.2 69.9 60.7 50.1 67.4

1100 - 559 AM 75.1 70.4 76.7 79.5 67.3 74.0 60.6 77.3 75.5 75.7 82.3
70.7 75.0 62.8 63.6 69.4

TOTAL, ALL ARRIVALS,

BY AIRPORT 72.5 72.8 81.7 82.8 82.0 78.0 69.3 72.5 80.8 74.7 80.5 81.7
78.5 68.1 60.0 73.1

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 67.9 77.5 80.4 86.4 87.4 J/ 81.5 J/ 85.5 J/ 57.1 82.1 J/
84.6 82.1 85.3

700 - 759 AM 95.4 85.1 J/ 76.8 74.6 82.7 85.7 79.8 92.6 93.6 81.5 87.4
75.2 77.5 100.0 84.4

800 - 859 AM 87.5 78.3 85.7 79.7 74.5 83.0 81.9 91.8 79.7 92.0 79.5 88.1
92.1 73.5 96.3 82.7

900 - 959 AM 80.2 84.4 79.3 82.2 73.5 88.2 80.1 82.3 83.3 75.3 81.1 74.8
85.0 72.6 78.7 79.4

1000 - 1059 AM 80.3 86.4 85.1 74.0 72.3 79.0 83.8 70.3 84.9 72.3 81.0
62.1 78.8 69.9 83.3 76.5

1100 - 1159 AM 86.4 85.3 81.0 77.4 69.2 84.5 87.5 67.1 85.3 67.6 75.0
54.0 79.9 75.3 79.0 75.4

1200 - 1259 PM 77.5 79.9 80.6 82.9 76.5 81.3 81.5 78.2 86.8 63.8 70.2
53.2 78.3 73.3 76.8 76.7

100 - 159 PM 78.5 84.8 80.0 79.2 71.4 75.3 74.9 68.3 82.4 69.5 66.5 54.1
79.8 69.8 80.0 75.2

200 - 259 PM 83.2 79.4 84.0 74.9 67.6 77.0 74.0 60.9 82.3 58.9 73.6 51.1
70.8 73.7 81.5 73.0

300 - 359 PM 81.4 78.6 83.7 73.6 67.7 63.0 75.1 67.5 82.6 68.8 64.2 55.0
72.9 71.4 77.4 73.7

400 - 459 PM 81.1 77.1 74.7 73.3 64.2 74.6 71.9 66.0 84.4 53.1 69.3 58.4
72.0 66.7 79.2 72.5

500 - 559 PM 72.8 80.8 76.4 76.8 64.2 60.7 69.3 63.6 77.2 63.9 59.0 61.8
59.2 67.4 70.6 68.6

600 - 659 PM 77.5 70.7 74.7 72.3 63.8 73.7 64.2 62.4 73.3 64.1 60.5 56.0
63.0 66.3 72.1 68.0

700 - 759 PM 68.4 66.0 75.0 70.2 61.5 60.1 61.5 60.2 82.0 57.0 57.8 57.9
76.1 62.8 80.6 67.3

800 - 859 PM 70.1 67.5 72.4 67.4 60.6 69.5 63.9 62.2 78.4 58.6 60.4 53.6
78.3 67.0 69.4 65.8

900 - 959 PM 74.4 79.8 72.9 73.7 60.7 62.1 57.7 58.8 80.0 56.2 57.1 55.7
57.3 64.4 66.0 66.0

1000 - 1059 PM 68.7 71.6 74.8 70.2 64.1 71.9 69.7 53.4 73.4 57.2 53.4
59.5 47.8 68.3 67.6 65.7

1100 - 559 AM 68.5 76.9 69.9 77.1 81.8 66.8 76.7 53.5 82.9 62.8 67.4
59.0 52.0 75.9 70.1 70.6

TOTAL, ALL ARRIVALS,

BY AIRPORT 77.1 78.4 77.9 75.7 69.0 73.0 73.7 66.8 82.0 65.0 66.7 60.3
72.2 70.3 75.8 72.8

FEBRUARY 2001

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 IAD IAH JFK LAS
LAX LGA

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

600 - 659 AM 90.3 83.9 96.0 92.9 89.3 94.1 90.8 90.8 86.7 91.4 92.1 95.5
85.5 92.2 90.6 90.9

700 - 759 AM 84.9 83.5 91.5 93.8 88.4 92.7 84.3 89.2 85.1 89.2 94.6 94.8
87.0 90.7 89.9 85.8

800 - 859 AM 86.6 82.3 91.5 90.4 89.3 91.5 85.8 87.1 83.5 86.5 93.3 91.2
82.5 86.7 84.6 88.4

900 - 959 AM 82.2 80.1 92.0 84.5 92.0 91.0 73.9 83.1 80.1 86.0 89.1 90.2
86.2 79.6 78.9 87.0

1000 - 1059 AM 80.9 85.4 83.5 83.6 90.5 86.2 72.4 80.9 76.8 87.7 95.2
88.6 86.9 63.0 69.2 84.0

1100 - 1159 AM 77.9 84.5 82.7 81.4 92.3 84.9 69.2 78.1 77.8 86.8 86.5
81.8 82.7 68.1 68.6 83.5

1200 - 1259 PM 81.2 82.6 80.8 85.0 87.5 86.5 71.3 74.9 78.3 86.2 86.9
87.5 84.3 68.5 63.6 81.6

100 - 159 PM 82.0 82.3 83.5 83.9 83.0 82.5 70.9 74.9 79.6 85.8 77.6 87.6
J/ 61.7 63.1 82.2

200 - 259 PM 75.3 76.7 80.6 76.9 82.0 80.2 67.8 72.7 78.3 78.3 82.3 84.8
82.1 58.0 67.8 77.6

300 - 359 PM 76.2 71.9 77.9 79.5 88.8 78.4 68.0 72.4 74.1 74.6 75.0 80.5
75.2 60.6 62.9 79.4

400 - 459 PM 68.2 73.8 76.4 79.7 85.7 78.2 70.6 71.9 74.3 75.5 73.0 84.6
79.7 58.3 65.1 80.6

500 - 559 PM 66.9 67.9 73.5 78.4 82.1 75.3 66.9 70.8 78.3 68.9 74.2 82.7
77.4 60.0 64.7 73.7

600 - 659 PM 66.5 68.0 74.6 75.5 72.9 78.5 64.9 72.0 68.0 70.0 70.8 81.8
76.4 54.9 58.7 71.8

700 - 759 PM 64.2 64.5 73.8 83.4 81.0 77.0 66.1 68.7 73.5 66.3 66.0 82.9
77.5 59.3 55.2 67.9

800 - 859 PM 65.8 73.7 69.3 84.0 77.5 79.9 57.2 69.5 77.5 72.2 77.4 87.2
70.7 53.2 56.7 66.0

900 - 959 PM 67.0 84.0 67.4 78.6 81.0 82.9 68.1 70.2 76.3 64.0 77.5 87.1
74.1 58.9 61.8 72.5

1000 - 1059 PM 73.4 87.5 57.1 82.8 87.9 J/ 69.0 72.0 80.7 63.6 71.4 86.6
83.9 71.3 74.7 75.0

1100 - 559 AM 76.1 89.1 100.0 72.4 J/ J/ 92.0 J/ 96.4 92.0 96.4 J/ 80.0
73.7 80.6 81.3

TOTAL, ALL DEPARTURES,

BY AIRPORT 75.7 77.7 81.7 82.9 85.1 83.8 71.0 76.1 78.2 80.1 81.8 86.6
80.1 69.0 71.1 80.2

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 97.5 96.4 91.3 85.9 89.1 91.3 90.9 93.5 94.9 96.3 85.9 90.3
91.5 91.4 95.0 91.0

700 - 759 AM 93.6 86.6 89.5 81.2 87.2 91.4 88.2 93.5 91.7 93.5 83.2 84.8
93.8 85.9 91.4 88.7

800 - 859 AM 95.4 83.6 83.5 78.0 82.1 89.2 84.9 85.7 87.9 89.2 80.2 85.0
88.1 81.1 91.3 85.9

900 - 959 AM 92.0 82.4 90.4 78.7 80.3 79.9 80.4 85.6 85.0 82.5 73.6 78.2
83.9 77.9 92.9 83.2

1000 - 1059 AM 85.8 81.3 89.3 77.8 77.7 82.5 80.2 77.8 83.5 78.8 76.9
76.2 84.6 77.7 86.6 79.9

1100 - 1159 AM 83.0 84.6 84.7 76.3 74.0 79.0 78.8 65.4 83.9 66.5 70.9
64.0 83.8 72.7 81.3 76.7

1200 - 1259 PM 88.2 76.5 80.4 76.5 73.5 86.8 84.8 68.8 87.3 69.1 75.9
62.7 46.9 71.7 78.6 77.1

100 - 159 PM 75.9 73.4 83.2 79.8 77.2 76.9 80.8 70.3 84.3 65.2 70.1 65.2
71.4 74.5 76.6 76.8

200 - 259 PM 75.5 73.3 83.8 75.4 75.5 80.1 73.1 64.6 81.8 67.6 74.1 65.4
81.7 72.2 80.0 74.7

300 - 359 PM 77.9 72.5 79.6 72.9 68.6 71.5 67.6 60.4 72.5 59.6 69.2 59.7
73.3 71.3 70.6 71.3

400 - 459 PM 80.4 70.8 78.0 76.0 66.6 70.9 75.3 59.7 79.0 60.1 67.0 59.4
75.3 65.2 75.3 72.2

500 - 559 PM 82.0 72.9 74.7 71.9 66.4 67.4 71.2 61.9 79.0 55.6 64.8 59.4
72.6 68.3 72.7 70.8

600 - 659 PM 72.3 67.0 65.9 75.7 64.9 77.5 65.5 62.3 79.8 66.8 63.0 66.1
66.2 65.9 73.6 68.7

700 - 759 PM 77.1 68.0 76.8 71.8 63.9 65.6 64.6 61.6 72.8 54.5 57.5 63.2
69.8 70.3 79.4 68.7

800 - 859 PM 69.5 66.0 68.9 70.8 63.7 69.5 66.8 55.5 84.3 62.1 58.1 62.1
78.5 65.4 75.0 69.2

900 - 959 PM 75.7 66.3 80.0 75.0 65.1 67.9 68.8 64.4 75.6 65.1 62.6 65.6
70.2 68.3 58.9 69.9

1000 - 1059 PM 82.1 J/ J/ 78.1 68.5 82.1 76.0 65.6 85.3 76.7 72.1 69.4
77.3 73.3 58.3 75.8

1100 - 559 AM J/ J/ 82.1 83.2 100.0 93.8 100.0 68.2 100.0 98.2 76.7 86.0
85.7 75.0 85.7 78.6

TOTAL, ALL DEPARTURES,

BY AIRPORT 83.1 77.6 81.8 76.7 73.6 80.2 76.0 70.0 83.4 74.1 72.6 71.2
79.4 73.2 81.4 76.8

> FEBRUARY 2001
>
> 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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> AS 217 LAX-SEA 2026 28 85.71 59 50
>
> AS 720 SEA-PHX 1937 28 85.71 49 38
>
> AS 770 SEA-TUS 1859 28 85.71 46 29
>
> DL 2397 BOS-PBI 1550 28 85.71 44 26
>
> AA 21 JFK-LAX 1800 27 85.19 63 33
>
> HP 825 BOS-PHX 1757 24 83.33 44 33
>
> AS 628 SEA-PHX 1612 24 83.33 38 37
>
> AS 368 SEA-SFO 2140 28 82.14 49 41
>
> DL 2388 FLL-BDL 2000 28 82.14 37 36
>
> DL 1989 BOS-LAX 0800 28 82.14 35 33
>
> DL 1997 ATL-SAN 0830 28 82.14 31 27
>
> AS 291 LAX-SFO 1934 16 81.25 58 27
>
> AQ 474 OAK-LAS 2125 15 80.00 38 23
>
> AS 471 LAX-SEA 1819 20 80.00 37 35
>
> FEBRUARY 2001
>
> 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
>
> \-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-- \-\-\-\-\-\-\-\-\--
>
> ALASKA 431 31 7.2
>
> ALOHA 169 3 1.8
>
> AMERICA WEST 626 8 1.3
>
> SOUTHWEST 2738 24 0.9
>
> TRANS WORLD 729 5 0.7
>
> NORTHWEST 1551 9 0.6
>
> AMERICAN 2126 12 0.6
>
> CONTINENTAL 946 5 0.5
>
> UNITED 1198 6 0.5
>
> DELTA 2407 9 0.4
>
> US AIRWAYS 2073 3 0.1
>
> TOTAL 14,994 115 0.8

FEBRUARY 2001

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.

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

AGUADILLA, P.R. (BQN) 92.9 96.4 28 28 EL PASO, TX. (ELP) 74.5 80.1 1,705
1,705

AKRON/CANTON, OH. (CAK) 74.1 88.9 81 81 ELMIRA, N.Y. (ELM) 83.8 87.4 111
111

ALBANY, N.Y. (ALB) 78.2 86.3 1,077 1,076 ERIE, PA. (ERI) 87.5 90.2 112
112

ALBUQUERQUE, N.M. (ABQ) 72.2 78.9 2,681 2,681 EUGENE, OR. (EUG) 67.3
72.6 168 168

ALLENTOWN, PA. (ABE) 81.0 85.3 468 468 FAIRBANKS, AK. (FAI) 70.1 81.3
344 343

AMARILLO, TX. (AMA) 66.4 76.8 366 366 FARGO, N.D. (FAR) 72.7 85.6 132
132

ANCHORAGE, AK. (ANC) 64.0 76.3 1,307 1,306 FAYETTEVILLE, N.C. (FAY) 76.3
83.1 59 59

ASHEVILLE, N.C. (AVL) 78.6 92.9 112 112 FLINT, MI. (FNT) 76.2 89.3 84 84

ATLANTA, GA. (ATL) 72.5 75.7 19,867 19,842 FRESNO, CA. (FAT) 57.1 92.9
28 28

AUSTIN, TX. (AUS) 74.7 82.4 3,349 3,349 FT. LAUDERDALE, FL. (FLL) 74.5
78.9 4,421 4,420

BALTIMORE, MD. (BWI) 81.7 81.7 7,632 7,632 FT. MYERS, FL. (RSW) 76.3
82.1 1,522 1,521

BARROW, AK. (BRW) 69.1 69.1 68 68 FT. WAYNE, IN. (FWA) 80.8 88.5 52 52

BATON ROUGE, LA. (BTR) 77.9 79.2 280 279 GRAND FORKS, N.D. (GFK) 71.3
83.8 80 80

BETHEL, AK. (BET) 65.5 69.0 84 84 GRAND RAPIDS, MI. (GRR) 77.0 86.9 549
549

BILLINGS, MT. (BIL) 73.6 88.9 280 280 GREAT FALLS, MT. (GTF) 78.0 89.9
168 168

BINGHAMTON, N.Y. (BGM) 87.5 91.1 56 56 GREEN BAY, WI. (GRB) 77.8 86.8
212 212

BIRMINGHAM, AL. (BHM) 80.9 84.4 1,504 1,504 GREENSBORO/HIGH PT., N.C.
(GSO) 78.9 84.4 1,152 1,153

BISMARCK, N.D. (BIS) 75.0 88.0 108 108 GREENVILLE/SPARTBG., S.C. (GSP)
77.6 86.4 389 389

BOISE, ID. (BOI) 73.7 81.8 958 959 GULFPORT/BILOXI, MS. (GPT) 70.0 93.8
80 80

BOSTON, MA. (BOS) 72.8 77.7 8,647 8,653 GUNNISON, CO. (GUC) 60.7 85.2 61
61

BOZEMAN, MT. (BZN) 63.9 85.4 144 144 HARLINGEN, TX. (HRL) 66.3 70.8 332
332

BRISTOL, TN. (TRI) 76.3 91.5 59 59 HARRISBURG, PA. (MDT) 80.3 84.5 528
528

BROWNSVILLE, TX. (BRO) 82.1 100.0 28 28 HARTFORD, CT./SPGFLD, MA. (BDL)
79.0 82.8 2,751 2,748

BUFFALO, N.Y. (BUF) 80.2 86.8 1,521 1,534 HELENA, MT. (HLN) 82.1 83.9 56
56

BURBANK, CA. (BUR) 69.5 71.6 2,088 2,088 HILO, HAWAII, HI. (ITO) 83.7
88.5 392 392

BURLINGTON, VT. (BTV) 72.4 76.5 196 196 HONOLULU, OAHU, HI. (HNL) 76.5
82.3 3,128 3,126

CEDAR RAPIDS/IOWA CTY,IA. (CID) 68.9 75.0 360 360 HOUSTON, TX. (HOU)
76.7 75.2 4,325 4,325

CHARLESTON, S.C. (CHS) 80.6 86.8 531 532 HOUSTON, TX. (IAH) 81.7 86.6
10,153 10,156

CHARLESTON, W.V. (CRW) 95.2 94.0 84 84 HUNTSVILLE/DECATUR, AL. (HSV)
76.6 80.7 414 414

CHARLOTTE, N.C. (CLT) 82.8 82.9 10,113 10,114 INDIANAPOLIS, IN. (IND)
78.4 85.1 2,715 2,714

CHATTANOOGA, TN. (CHA) 86.9 91.7 84 84 INDIO/PALM SPRINGS, CA. (PSP)
63.4 75.8 513 512

CHICAGO, IL. (MDW) 78.4 77.6 3,809 3,810 ISLIP/LONG IS., N.Y. (ISP) 85.1
88.8 740 740

CHICAGO, IL. (ORD) 69.0 73.6 22,365 22,361 ITHACA, N.Y. (ITH) 82.0 90.1
111 111

CINCINNATI, OH. (CVG) 82.0 85.1 5,115 5,112 JACKSON/VICKSBURG, MS. (JAN)
81.1 83.4 665 667

CLEVELAND, OH. (CLE) 80.2 86.5 4,106 4,108 JACKSON, WY. (JAC) 63.0 75.8
119 120

COLORADO SPRINGS, CO. (COS) 61.9 74.0 861 864 JACKSONVILLE, FL. (JAX)
77.5 83.5 1,979 1,980

COLUMBIA, S.C. (CAE) 81.2 83.2 303 303 JUNEAU, AK. (JNU) 67.1 66.1 280
280

COLUMBUS, OH. (CMH) 80.3 85.0 2,528 2,531 KAHULUI, MAUI, HI. (OGG) 77.6
82.8 1,329 1,329

CORDOVA, AK. (CDV) 58.9 62.5 56 56 KALAMAZOO, MI. (AZO) 71.3 85.2 108
108

CORPUS CHRISTI, TX. (CRP) 69.4 82.3 232 232 KALISPELL, MT. (FCA) 85.7
82.1 112 112

DALLAS/FT. WORTH, TX. (DAL) 76.0 73.4 3,830 3,829 KANSAS CITY, MO. (MCI)
73.4 79.4 4,783 4,781

DALLAS/FT. WORTH, TX. (DFW) 72.5 76.1 18,799 18,781 KETCHIKAN, AK. (KTN)
70.8 78.6 168 168

DAYTON, OH. (DAY) 78.6 83.6 780 780 KNOXVILLE, TN. (TYS) 78.9 83.4 440
441

DAYTONA BEACH, FL. (DAB) 76.7 80.8 172 172 KODIAK, AK. (ADQ) 62.5 71.4
56 56

DEADHORSE, AK. (SCC) 75.0 75.0 28 28 KONA, HAWAII., HI. (KOA) 77.6 82.1
647 648

DENVER, CO. (DEN) 69.3 71.0 10,469 10,474 KOTZEBUE, AK. (OTZ) 52.9 58.8
68 68

DES MOINES, IA. (DSM) 68.3 73.2 514 514 LA CROSSE, WI. (LSE) 83.3 83.3
24 24

DETROIT, MI. (DTW) 80.8 78.2 11,570 11,568 LANSING, MI. (LAN) 70.0 83.3
180 180

DULUTH, MN. (DLH) 66.7 87.5 72 72 LAS VEGAS, NV. (LAS) 68.1 69.0 10,605
10,600

DURANGO, CO. (DRO) 68.8 78.1 32 32 LEXINGTON/FRKFT, KY. (LEX) 74.6 84.3
248 248

DUTCH HARBOR, AK. (DUT) 39.3 21.4 28 28 LIHUE, KAUAI, HI. (LIH) 76.4
83.8 736 736

EAGLE, CO. (EGE) 60.9 81.3 294 294 LINCOLN, NE. (LNK) 63.4 75.0 164 164

FEBRUARY 2001

AIR TRAVEL CONSUMER REPORT

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

PERCENT REPORTED PERCENT REPORTED

ON-TIME OPERATIONS ON-TIME OPERATIONS

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

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

LITTLE ROCK, AR. (LIT) 74.1 80.9 1,060 1,059 SAGINAW, MI. (MBS) 79.3
85.5 304 304

LONG BEACH, CA. (LGB) 73.5 85.9 234 234 SALT LAKE CITY, UT. (SLC) 72.2
79.4 6,067 6,071

LOS ANGELES, CA. (LAX) 60.0 71.1 16,003 16,002 SAN ANTONIO, TX. (SAT)
72.5 80.6 2,901 2,903

LOUISVILLE, KY. (SDF) 79.3 83.8 1,665 1,664 SAN DIEGO, CA. (SAN) 65.0
74.1 5,486 5,502

LUBBOCK, TX. (LBB) 74.2 77.8 396 396 SAN FRANCISCO, CA. (OAK) 71.2 70.1
4,629 4,632

MADISON, WI. (MSN) 71.3 81.6 272 272 SAN FRANCISCO, CA. (SFO) 60.3 71.2
10,042 10,041

MANCHESTER, N.H. (MHT) 81.5 83.4 1,069 1,069 SAN JOSE, CA. (SJC) 68.8
75.2 5,720 5,720

MEDFORD, OR. (MFR) 67.9 75.9 112 112 SAN JUAN, P.R. (SJU) 74.9 79.5
2,370 2,370

MELBOURNE, FL. (MLB) 74.6 80.2 126 126 SANTA BARBARA, CA. (SBA) 66.4
65.0 140 140

MEMPHIS, TN. (MEM) 78.8 79.8 4,418 4,419 SARASOTA/BRAD., FL. (SRQ) 78.6
84.3 369 369

MIAMI, FL. (MIA) 77.9 81.8 5,237 5,232 SAVANNAH, GA. (SAV) 75.2 82.9 363
363

MIDLAND/ODESSA, TX. (MAF) 74.2 79.9 384 384 SCRANTON/WILKES-BARRE,PA.
(AVP) 83.9 90.2 112 112

MILWAUKEE, WI. (MKE) 76.5 83.0 1,132 1,132 SEATTLE, WA. (SEA) 66.7 72.6
7,687 7,689

MINNEAPLS/ST.P, MN. (MSP) 75.7 76.7 10,982 10,982 SHREVEPORT, LA. (SHV)
67.9 74.9 196 195

MINOT, N.D. (MOT) 77.4 81.0 84 84 SIOUX CITY, IA. (SUX) 66.7 83.7 42 43

MISSION/MCALLEN, TX. (MFE) 78.3 94.0 299 299 SIOUX FALLS, S.D. (FSD)
75.8 86.7 248 248

MISSOULA, MT. (MSO) 68.6 88.5 140 139 SITKA, AK. (SIT) 63.1 79.8 84 84

MOBILE,AL./PASCAGOULA,MS. (MOB) 70.0 71.1 333 336 SOUTH BEND, IN. (SBN)
87.1 90.2 132 132

MOLINE, IL. (MLI) 76.2 73.8 164 164 SPOKANE, WA. (GEG) 69.3 80.5 996 996

MONROE, LA. (MLU) 70.2 75.6 168 168 SPRINGFIELD, MO. (SGF) 66.9 78.1 160
160

MONTROSE, CO. (MTJ) 79.7 92.2 64 64 ST. CROIX, V.I. (STX) 82.1 85.7 56
56

MYRTLE BEACH, S.C. (MYR) 81.9 94.4 177 177 ST. LOUIS, MO. (STL) 70.3
73.2 12,726 12,730

NASHVILLE, TN. (BNA) 81.3 83.1 4,443 4,444 ST. THOMAS, V.I. (STT) 81.7
87.3 300 300

NEW ORLEANS, LA. (MSY) 76.1 82.2 4,094 4,095 STEAMBOAT SPRINGS, CO.
(HDN) 58.3 69.2 156 156

NEW YORK, N.Y. (JFK) 78.5 80.1 3,386 3,384 SYRACUSE, N.Y. (SYR) 76.1
85.0 774 772

NEW YORK, N.Y. (LGA) 73.1 80.2 8,838 8,838 TALLAHASSEE, FL. (TLH) 70.0
75.0 140 140

NEWARK, N.J. (EWR) 74.7 80.1 9,686 9,681 TAMPA, FL. (TPA) 75.8 81.4
5,506 5,508

NEWBURGH, N.Y. (SWF) 66.7 81.0 84 84 TOLEDO, OH. (TOL) 82.1 94.6 56 56

NOME, AK. (OME) 58.3 59.7 72 72 TRAVERSE CITY, MI. (TVC) 80.4 85.7 56 56

NORFOLK/VA. BEACH, VA. (ORF) 83.1 88.0 1,162 1,163 TUCSON, AZ. (TUS)
68.4 77.1 1,564 1,566

OKLAHOMA CITY, OK. (OKC) 70.0 78.9 1,471 1,472 TULSA, OK. (TUL) 74.4
79.7 1,518 1,518

OMAHA, NE. (OMA) 72.6 80.4 1,307 1,308 VALPARAISO, FL. (VPS) 75.9 79.5
112 112

ONTARIO, CA. (ONT) 68.9 76.2 2,736 2,724 WASHINGTON, D.C. (DCA) 78.0
83.8 7,084 7,090

ORANGE COUNTY, CA. (SNA) 70.4 77.4 3,327 3,326 WASHINGTON, D.C. (IAD)
80.5 81.8 4,175 4,174

ORLANDO, FL. (MCO) 77.1 83.1 7,827 7,828 WEST PALM BEACH, FL. (PBI) 73.2
79.2 2,280 2,279

PASCO, WA. (PSC) 80.6 88.0 108 108 WHITE PLAINS, N.Y. (HPN) 69.7 70.3
380 380

PENSACOLA, FL. (PNS) 71.9 78.2 442 444 WICHITA, KS. (ICT) 72.6 76.8 541
542

PETERSBURG, AK. (PSG) 66.1 71.4 56 56 WILMINGTON, N.C. (ILM) 86.3 92.9
168 168

PHILADELPHIA, PA. (PHL) 73.7 76.0 9,490 9,493 WRANGELL, AK. (WRG) 71.4
73.2 56 56

PHOENIX, AZ. (PHX) 66.8 70.0 14,818 14,819 YAKUTAT, AK. (YAK) 57.1 62.5
56 56

PITTSBURGH, PA. (PIT) 82.0 83.4 8,146 8,147

PORTLAND, ME. (PWM) 81.3 82.2 444 444

PORTLAND, OR. (PDX) 73.0 80.2 4,283 4,282

PROVIDENCE, R.I. (PVD) 83.2 86.3 2,075 2,075

RALEIGH/DURHAM, N.C. (RDU) 80.6 86.9 2,593 2,594

RAPID CITY, S.D. (RAP) 70.0 84.3 70 70

RENO, NV. (RNO) 71.2 75.2 2,124 2,124

RICHMOND, VA. (RIC) 80.6 83.9 1,229 1,228

ROANOKE, VA. (ROA) 80.2 91.0 167 167

ROCHESTER, MN. (RST) 64.4 75.8 177 178

ROCHESTER, N.Y. (ROC) 75.8 81.4 1,055 1,055

SACRAMENTO, CA. (SMF) 72.3 76.8 2,930 2,932

FEBRUARY 2001

AIR TRAVEL CONSUMER REPORT

TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS

BY CARRIER

AT 31 REPORTABLE AIRPORTS B/ AT ALL REPORTED AIRPORTS C/

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

NUMBER OF FLIGHT FLIGHT PERCENT OF NUMBER OF FLIGHT FLIGHT PERCENT OF

AIRPORTS OPERATIONS OPERATIONS OPERATIONS AIRPORTS OPERATIONS OPERATIONS
OPERATIONS

CARRIER A/ REPORTED SCHEDULED CANCELLED CANCELLED REPORTED SCHEDULED
CANCELLED CANCELLED

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

AMERICAN S/ 31 43635 2179 5.0 98 57915 2670 4.6

ALASKA S/ 8 6900 301 4.4 34 11870 539 4.5

UNITED S/ 30 45978 2104 4.6 99 57095 2540 4.4

NORTHWEST S/ 31 28262 1150 4.1 116 42082 1575 3.7

DELTA S/ 30 49030 1752 3.6 109 67415 2315 3.4

US AIRWAYS S/ 27 42030 1433 3.4 88 57288 1965 3.4

TRANS WORLD S/ 29 14772 504 3.4 71 19830 653 3.3

ALOHA S/ 1 28 0 N/A 7 4896 147 3.0

AMERICA WEST S/ 24 13139 377 2.9 53 17313 492 2.8

CONTINENTAL S/ 30 22407 364 1.6 84 30618 479 1.6

SOUTHWEST S/ 15 30415 480 1.6 59 73011 1011 1.4

T O T A L 296,596 10,644 3.6 439,333 14,386 3.3

**[FOOTNOTES FOR TABLES 1 THROUGH 6 (FLIGHT DELAYS) AND 8
(CANCELLATIONS)]{.underline}**

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

**B** See Appendix for list of 31 airports for which data must be
reported. Data include all reported domestic flight operations to the 31
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.

+--------+------------------------------+------------------------------+
|        | **[Airports Covered by the   | > **[Air Carriers Required   |
|        | Rule]{.underline}**          | > 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. Midway MDW          | >                            |
|        |                              | > DL Delta Air Lines         |
|        | Chicago. O\'Hare ORD         | >                            |
|        |                              | > NW Northwest Airlines      |
|        | Cincinnati. Greater          | >                            |
|        | Cincinnati CVG               | > WN Southwest Airlines      |
|        |                              | >                            |
|        | Dallas-Fort Worth.           | > TW Trans World Airlines    |
|        | International DFW            | >                            |
|        |                              | > UA United Airlines         |
|        | Denver. International DEN    | >                            |
|        |                              | > US US Airways              |
|        | Detroit. Metro Wayne County  | >                            |
|        | DTW                          | > **[Air Carriers            |
|        |                              | > Voluntarily                |
|        | Houston. George Bush IAH     | > Reporting]{.underline}**   |
|        |                              | >                            |
|        | Las Vegas. McCarran          | > **[Data to DOT and to CRS  |
|        | International LAS            | > Vendors]{.underline}**     |
|        |                              | >                            |
|        | Los Angeles. International   | > AQ Aloha Airlines          |
|        | LAX                          |                              |
|        |                              | ![](media/image7.wmf){       |
|        | Miami. International MIA     | width="2.6194444444444445in" |
|        |                              | he                           |
|        | Minneapolis-St. Paul.        | ight="0.6347222222222222in"} |
|        | 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. Dulles           |                              |
|        | International IAD            |                              |
|        |                              |                              |
|        | 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***[^1]

+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            | *   |        |       |   | **   |        |       |
|   |            | *FE |        |       |   | FEBR |        |       |
|   |            | BRU |        |       |   | UARY |        |       |
|   |            | ARY |        |       |   | 20   |        |       |
|   |            | 200 |        |       |   | 00** |        |       |
|   |            | 1** |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| # | #####      | *   | **EN   | *     |   | **T  | **EN   | *     |
| # | ## AIRLINE | *TO | PLANED | *REPO |   | OTAL | PLANED | *REPO |
| # |            | TAL | PASSEN | RTS** |   | BAG  | PASSEN | RTS** |
| # |            | B   | GERS** |       |   | GAGE | GERS** |       |
| # |            | AGG |        | **PER |   | R    |        | **PER |
| # |            | AGE |        | 1,000 |   | EPOR |        | 1,000 |
| # |            | REP |        | PA    |   | TS** |        | PA    |
|   |            | ORT |        | SSENG |   |      |        | SSENG |
| R |            | S** |        | ERS** |   |      |        | ERS** |
| A |            |     |        |       |   |      |        |       |
| N |            |     |        |       |   |      |        |       |
| K |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | ALASKA     | 2,  | 8      | **2   |   | 3    | 8      | **3   |
|   | AIRLINES   | 336 | 52,871 | .74** |   | ,081 | 62,487 | .57** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 2 | US AIRWAYS | 18, | 4,1    | **4   |   | 17   | 4,0    | **4   |
|   |            | 344 | 94,376 | .37** |   | ,279 | 11,676 | .31** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 3 | C          | 12, | 2,8    | **4   |   | 14   | 2,7    | **5   |
|   | ONTINENTAL | 718 | 81,743 | .41** |   | ,674 | 62,525 | .31** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 4 | DELTA AIR  | 32, | 6,9    | **4   |   | 31   | 7,6    | **4   |
|   | LINES      | 158 | 33,640 | .64** |   | ,287 | 68,531 | .08** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 5 | NORTHWEST  | 16, | 3,5    | **4   |   | 16   | 3,5    | **4   |
|   | AIRLINES   | 374 | 16,258 | .66** |   | ,981 | 31,783 | .81** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 6 | AMERICA    | 7,  | 1,5    | **4   |   | 7    | 1,3    | **5   |
|   | WEST       | 738 | 81,036 | .89** |   | ,892 | 94,446 | .66** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 7 | AMERICAN   | 25, | 5,0    | **4   |   | 26   | 5,0    | **5   |
|   | AIRLINES   | 340 | 81,399 | .99** |   | ,420 | 99,497 | .18** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 8 | UNITED     | 28, | 5,3    | **5   |   | 37   | 5,6    | **6   |
|   | AIRLINES   | 023 | 69,436 | .22** |   | ,909 | 41,482 | .72** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 9 | SOUTHWEST  | 32, | 5,7    | **5   |   | 21   | 5,3    | **4   |
|   | AIRLINES   | 300 | 53,732 | .61** |   | ,971 | 22,767 | .13** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | TRANS      | 10, | 1,6    | **6   |   | 8    | 1,8    | **4   |
| 0 | WORLD      | 247 | 61,263 | .17** |   | ,600 | 12,856 | .74** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   | TOTALS     | 1   | 37,8   | **4   |   | 186  | 38,1   | **4   |
|   |            | 85, | 25,754 | .91** |   | ,094 | 08,050 | .88** |
|   |            | 578 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+

> **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.

**[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 data are
reported quarterly to DOT's Bureau of Transportation Statistics (Office
of Airline Information). 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***[^2]

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **OCTOBER-DECEMBER                                                 **OCTOBER-DECEMBER                                
                          2000**                                                             1999**                                            

  RANK   AIRLINE          [DENIED BOARDINGS                   Enplaned      Involuntary      [DENIED BOARDINGS                   Enplaned      Involuntary
                          (DB'S)]{.underline}                 Passengers    DB's per         (DB'S)]{.underline}                 Passengers    DB's per
                                                                            10,000 psgrs                                                       10,000 psgrs

                          Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                               

  1      ***DELTA AIR     39,504                652           24,042,911    **0.27**         35,040                377           24,946,036    **0.15**
         LINES***                                                                                                                              

                                                                                                                                               

  2      ***AMERICAN      42,165                650           18,565,990    **0.35**         56,106                851           19,117,505    **0.45**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  3      ***US AIRWAYS*** 28,350                894           15,009,965    **0.60**         20,601                537           13,645,066    **0.39**

                                                                                                                                               

  4      ***AMERICA WEST  11,047                333           4,907,424     **0.68**         17,459                702           4,881,725     **1.44**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  5      ***UNITED        27,944                1,458         18,818,818    **0.77**         36,048                3,079         19,963,617    **1.54**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  6      ***NORTHWEST     25,927                1,272         12,737,656    **1.00**         18,652                150           12,697,747    **0.12**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  7      ***ALASKA        6,493                 338           3,267,931     **1.03**         5,721                 221           3,291,358     **0.67**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  8      ***TRANS WORLD   14,299                1,075         5,875,474     **1.83**         13,392                151           6,063,236     **0.25**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  9      ***SOUTHWEST     21,724                3,766         18,501,627    **2.04**         18,997                2,187         16,789,416    **1.30**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  10     ***CONTINENTAL   18,563                2,903         9,975,265     **2.91**         16,696                493           9,935,520     **0.50**
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     236,016               13,341        131,703,061   **1.01**         238,712               8,748         131,331,226   **0.67**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY-DECEMBER***

***PASSENGERS DENIED BOARDING***

***BY U.S. AIRLINES***[^3]

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **JANUARY-DECEMBER                                                 **JANUARY-DECEMBER                                
                          2000**                                                             1999**                                            

  RANK   AIRLINE          [DENIED BOARDINGS                   Enplaned      Involuntary      [DENIED BOARDINGS                   Enplaned      Involuntary
                          (DB'S)]{.underline}                 Passengers    DB's per         (DB'S)]{.underline}                 Passengers    DB's per
                                                                            10,000 psgrs                                                       10,000 psgrs

                          Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                               

  1      ***DELTA AIR     212,050               3,327         102,031,565   **0.33**         178,747               15,607        101,872,066   **1.53**
         LINES***                                                                                                                              

                                                                                                                                               

  2      ***AMERICAN      210,427               3,274         78,229,763    **0.42**         248,225               3,129         73,550,598    **0.43**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  3      ***NORTHWEST     108,501               3,011         53,112,324    **0.57**         87,216                922           51,071,787    **0.18**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  4      ***US AIRWAYS*** 94,259                3,740         57,481,514    **0.65**         80,750                2,839         54,162,381    **0.52**

                                                                                                                                               

  5      ***AMERICA WEST  57,935                2,274         20,229,421    **1.12**         58,550                2,651         19,042,148    **1.39**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  6      ***ALASKA        33,113                1,910         13,512,111    **1.41**         23,649                1,239         13,604,018    **.91**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  7      ***UNITED        119,306               11,101        77,624,771    **1.43**         138,233               7,249         80,217,857    **0.90**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  8      ***CONTINENTAL   66,391                7,259         40,270,205    **1.80**         63,671                1,332         39,432,089    **0.34**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  9      ***SOUTHWEST     90,352                13,741        72,568,399    **1.89**         78,772                9,003         65,348,225    **1.38**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  10     ***TRANS WORLD   65,061                6,385         25,138,095    **2.54**         66,344                1,803         24,780,273    **0.73**
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     1,057,395             56,022        540,198,168   **1.04**         1,024,157             45,774        523,081,442   **0.88**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

Note: Totals for January thru December 2000 reflect a correction of the
Continental Airlines data for the 1^st^ Q of 2000.

United Airlines has advised us that it may not have correctly reported
those passengers who were involuntarily denied boarding prior to the
4^th^ Q of 1999. Therefore, the data in this report may reflect an
inaccurate rate of passengers denied boarding involuntarily by United
for January thru December 1999.

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

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

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

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

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

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

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

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

**Airline Rankings**: Table 6 (Table 5 in YTD reports) ranks the largest
U.S. airlines (those that each account for one percent of total domestic
scheduled-service passenger revenues) according to the rate of
complaints per 100,000 passengers. This ranking takes into account
airline size when identifying the carriers against whom the most
complaints have been filed.

Table 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------
                  **FEBRUARY                                          **FEBRUARY                            
                  2001**                                              2000**                                

                  COMPLAINTS   OPINIONS   COMPLIMENTS   INFO          COMPLAINTS   OPINIONS   COMPLIMENTS   INFO
                                                        REQUESTS                                            REQUESTS

                                                                                                            

  U.S. AIRLINES   1,086        172        2             26            1,690        175        12            88

  FOREIGN         137          3          0             2             207          2          0             8
  AIRLINES                                                                                                  

  TRAVEL AGENTS   15           0          0             0             22           0          0             0

  TOUR OPERATORS  5            0          0             0             18           0          0             2

  MISCELLANEOUS   5            44         0             3             55           78         0             15

  INDUSTRY TOTALS 1,248        219        2             31            1,992        255        12            113
  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------

Table 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^4]

  ------------------- ---------- -------------------- -------------- -- ---------- ---------------- --------------
                      FEBRUARY                                          FEBRUARY                    
                      2001                                              2000                        

  COMPLAINT CATEGORY  RANKING    COMPLAINTS[^5]^\*^   SUB-CATEGORY      RANKING    COMPLAINTS\*\*   SUB-CATEGORY

                                                                                                    

  FLIGHT PROBLEMS     1          441                                    1          710              

  CANCELLATIONS                                       170                                           237

  DELAYS                                              125                                           260

  MISCONNECTIONS                                      40                                            90

                                                                                                    

  CUSTOMER SERVICE    2          222                                    2          367              

                                                                                                    

  BAGGAGE             3          215                                    3          309              

                                                                                                    

  RES/TKTG/BOARDING   4          118                                    4          165              

                                                                                                    

  FARES               5          57                                     6          93               

                                                                                                    

  DISABILITY          6          52                                     7          89               

                                                                                                    

  REFUNDS             7          44                                     5          107              

                                                                                                    

  OTHER               8          44                                     8          79               

  FREQUENT FLYER                                      15                                            35

                                                                                                    

  OVERSALES           9          41                                     9          61               

                                                                                                    

  ADVERTISING         10         8                                      11         5                

                                                                                                    

  TOURS OR CHARTERS   11         6                                      10         7                

                                                                                                    

  ANIMALS             12         0                                      12         0                

                                                                                                    

  COMPLAINT TOTAL                1,248                                             1,992            
  ------------------- ---------- -------------------- -------------- -- ---------- ---------------- --------------

NOTE: EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" WAS ADDED AS A
NEW CATEGORY.

Table 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^6]

FEBRUARY 2001

<table style="width:100%;">
<colgroup>
<col style="width: 19%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 7%" />
<col style="width: 4%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 4%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 6%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a><sup>*</sup></p>
<p>ALPHABETICAL</p></td>
<td>FLIGHT PROBLEMS</td>
<td>OVER-SALES</td>
<td>RES/TKTG/BOARDING</td>
<td>FARES</td>
<td>REFUNDS</td>
<td>BAGGAGE</td>
<td>CUSTOMER SERVICE</td>
<td>DIS-ABILITY</td>
<td>ADVER-TISING</td>
<td>TOURS</td>
<td>ANIMALS</td>
<td>OTHER</td>
<td>TOTAL</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>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIRTRAN AIRWAYS</td>
<td>9</td>
<td>1</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>5</td>
<td>5</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>25</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>10</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>4</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>21</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>17</td>
<td>3</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>9</td>
<td>10</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>50</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>68</td>
<td>4</td>
<td>16</td>
<td>5</td>
<td>4</td>
<td>28</td>
<td>35</td>
<td>7</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>7</td>
<td>175</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE</td>
<td>11</td>
<td>3</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>19</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>13</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>1</td>
<td>6</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>27</td>
</tr>
<tr class="odd">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
</tr>
<tr class="even">
<td>CONTINENTAL AIRLINES</td>
<td>15</td>
<td>0</td>
<td>10</td>
<td>4</td>
<td>2</td>
<td>17</td>
<td>17</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>71</td>
</tr>
<tr class="odd">
<td>CONTINENTAL EXPRESS</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>55</td>
<td>5</td>
<td>15</td>
<td>9</td>
<td>6</td>
<td>28</td>
<td>32</td>
<td>7</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>10</td>
<td>167</td>
</tr>
<tr class="odd">
<td>DELTA CONNECTION</td>
<td>4</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>8</td>
</tr>
<tr class="even">
<td>FRONTIER AIRLINES</td>
<td>6</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>8</td>
</tr>
<tr class="odd">
<td>HORIZON AIRLINES</td>
<td>4</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="even">
<td>MIDWAY AIRLINES</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
</tr>
<tr class="odd">
<td>MIDWEST EXPRESS AIRLINES</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="even">
<td>NORTHWEST AIRLINES</td>
<td>23</td>
<td>5</td>
<td>3</td>
<td>6</td>
<td>1</td>
<td>11</td>
<td>14</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>68</td>
</tr>
<tr class="odd">
<td>PAN AM</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="even">
<td>RYAN INTERNATIONAL AIRLINES</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>8</td>
</tr>
<tr class="odd">
<td>SOUTHWEST AIRLINES</td>
<td>5</td>
<td>0</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>9</td>
<td>6</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>25</td>
</tr>
<tr class="even">
<td>SPIRIT AIRLINES</td>
<td>22</td>
<td>5</td>
<td>3</td>
<td>0</td>
<td>2</td>
<td>5</td>
<td>9</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>48</td>
</tr>
<tr class="odd">
<td>TRANS WORLD AIRLINES</td>
<td>12</td>
<td>0</td>
<td>4</td>
<td>1</td>
<td>2</td>
<td>8</td>
<td>5</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>38</td>
</tr>
<tr class="even">
<td>UNITED AIRLINES</td>
<td>67</td>
<td>4</td>
<td>11</td>
<td>8</td>
<td>7</td>
<td>15</td>
<td>30</td>
<td>12</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>6</td>
<td>161</td>
</tr>
<tr class="odd">
<td>UNITED EXPRESS</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>30</td>
<td>1</td>
<td>12</td>
<td>6</td>
<td>1</td>
<td>8</td>
<td>11</td>
<td>4</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>77</td>
</tr>
<tr class="odd">
<td>US AIRWAYS EXPRESS</td>
<td>5</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
</tr>
<tr class="even">
<td>VANGUARD AIRLINES</td>
<td>4</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>7</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>10</td>
<td>1</td>
<td>3</td>
<td>1</td>
<td>1</td>
<td>7</td>
<td>12</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>36</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>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>TOTAL FEBRUARY 2001</td>
<td>408</td>
<td>35</td>
<td>104</td>
<td>47</td>
<td>33</td>
<td>163</td>
<td>202</td>
<td>50</td>
<td>6</td>
<td>2</td>
<td>0</td>
<td>36</td>
<td>1,086</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>37.8</td>
<td>3.2</td>
<td>9.6</td>
<td>4.4</td>
<td>3.1</td>
<td>15.1</td>
<td>18.7</td>
<td>4.6</td>
<td>0.6</td>
<td>0.2</td>
<td>0</td>
<td>3.3</td>
<td></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>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>TOTAL FEBRUARY 2000</td>
<td>650</td>
<td>56</td>
<td>134</td>
<td>63</td>
<td>75</td>
<td>238</td>
<td>314</td>
<td>85</td>
<td>5</td>
<td>2</td>
<td>0</td>
<td>68</td>
<td>1,690</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>38.7</td>
<td>3.3</td>
<td>8</td>
<td>3.8</td>
<td>4.5</td>
<td>14.2</td>
<td>18.7</td>
<td>5.1</td>
<td>0.3</td>
<td>0.1</td>
<td>0</td>
<td>4.1</td>
<td></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>
<td></td>
<td></td>
<td></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>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup></p>
<p><sup>**</sup>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'.<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

Table 4

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY INCIDENT DATE

FEBRUARY 2001

<table>
<colgroup>
<col style="width: 27%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 7%" />
<col style="width: 8%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a></p>
<p>ALPHABETICAL</p></td>
<td><p>COMPS RECD</p>
<p>IN</p>
<p>FEB.</p></td>
<td><p>INCI-DENTS IN</p>
<p>FEB.</p></td>
<td>PERCENT</td>
<td></td>
<td><p>INCI-DENTS IN</p>
<p>JAN.</p></td>
<td>PERCENT</td>
<td></td>
<td>INCI-DENTS IN ALL PRIOR MONTHS</td>
<td>PERCENT</td>
<td></td>
<td>UN-KNOWN INCI-DENT DATE</td>
<td>PERCENT</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>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIRTRAN AIRWAYS</td>
<td>25</td>
<td>9</td>
<td>36.0</td>
<td></td>
<td>3</td>
<td>12.0</td>
<td></td>
<td>3</td>
<td>12.0</td>
<td></td>
<td>10</td>
<td>40.0</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>21</td>
<td>9</td>
<td>42.9</td>
<td></td>
<td>6</td>
<td>28.6</td>
<td></td>
<td>2</td>
<td>9.5</td>
<td></td>
<td>4</td>
<td>19.0</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>50</td>
<td>9</td>
<td>18.0</td>
<td></td>
<td>9</td>
<td>18.0</td>
<td></td>
<td>11</td>
<td>22.0</td>
<td></td>
<td>21</td>
<td>42.0</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>175</td>
<td>31</td>
<td>17.7</td>
<td></td>
<td>30</td>
<td>17.1</td>
<td></td>
<td>33</td>
<td>18.9</td>
<td></td>
<td>81</td>
<td>46.3</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE</td>
<td>19</td>
<td>2</td>
<td>10.5</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>6</td>
<td>31.6</td>
<td></td>
<td>11</td>
<td>57.9</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>27</td>
<td>9</td>
<td>33.3</td>
<td></td>
<td>4</td>
<td>14.8</td>
<td></td>
<td>11</td>
<td>40.7</td>
<td></td>
<td>3</td>
<td>11.1</td>
</tr>
<tr class="odd">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>7</td>
<td>1</td>
<td>14.3</td>
<td></td>
<td>4</td>
<td>57.1</td>
<td></td>
<td>1</td>
<td>14.3</td>
<td></td>
<td>1</td>
<td>14.3</td>
</tr>
<tr class="even">
<td>CONTINENTAL AIRLINES</td>
<td>71</td>
<td>11</td>
<td>15.5</td>
<td></td>
<td>8</td>
<td>11.3</td>
<td></td>
<td>19</td>
<td>26.8</td>
<td></td>
<td>33</td>
<td>46.5</td>
</tr>
<tr class="odd">
<td>CONTINENTAL EXPRESS</td>
<td>5</td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>2</td>
<td>40.0</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>167</td>
<td>35</td>
<td>21.0</td>
<td></td>
<td>11</td>
<td>6.6</td>
<td></td>
<td>50</td>
<td>29.9</td>
<td></td>
<td>71</td>
<td>42.5</td>
</tr>
<tr class="odd">
<td>DELTA CONNECTION</td>
<td>8</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>5</td>
<td>62.5</td>
<td></td>
<td>3</td>
<td>37.5</td>
</tr>
<tr class="even">
<td>FRONTIER AIRLINES</td>
<td>8</td>
<td>4</td>
<td>50.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>4</td>
<td>50.0</td>
</tr>
<tr class="odd">
<td>HORIZON AIRLINES</td>
<td>5</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>4</td>
<td>80.0</td>
</tr>
<tr class="even">
<td>MIDWAY AIRLINES</td>
<td>6</td>
<td>1</td>
<td>16.7</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>5</td>
<td>83.3</td>
</tr>
<tr class="odd">
<td>MIDWEST EXPRESS AIRLINES</td>
<td>5</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>3</td>
<td>60.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
</tr>
<tr class="even">
<td>NORTHWEST AIRLINES</td>
<td>68</td>
<td>12</td>
<td>17.6</td>
<td></td>
<td>8</td>
<td>11.8</td>
<td></td>
<td>13</td>
<td>19.1</td>
<td></td>
<td>35</td>
<td>51.5</td>
</tr>
<tr class="odd">
<td>PAN AM</td>
<td>5</td>
<td>4</td>
<td>80.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>RYAN INTERNATIONAL AIRLINES</td>
<td>8</td>
<td>2</td>
<td>25.0</td>
<td></td>
<td>1</td>
<td>12.5</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>5</td>
<td>62.5</td>
</tr>
<tr class="odd">
<td>SOUTHWEST AIRLINES</td>
<td>25</td>
<td>10</td>
<td>40.0</td>
<td></td>
<td>3</td>
<td>12.0</td>
<td></td>
<td>2</td>
<td>8.0</td>
<td></td>
<td>10</td>
<td>40.0</td>
</tr>
<tr class="even">
<td>SPIRIT AIRLINES</td>
<td>48</td>
<td>13</td>
<td>27.1</td>
<td></td>
<td>3</td>
<td>6.2</td>
<td></td>
<td>12</td>
<td>25.0</td>
<td></td>
<td>20</td>
<td>41.7</td>
</tr>
<tr class="odd">
<td>TRANS WORLD AIRLINES</td>
<td>38</td>
<td>7</td>
<td>18.4</td>
<td></td>
<td>6</td>
<td>15.8</td>
<td></td>
<td>19</td>
<td>50.0</td>
<td></td>
<td>6</td>
<td>15.8</td>
</tr>
<tr class="even">
<td>UNITED AIRLINES</td>
<td>161</td>
<td>52</td>
<td>32.3</td>
<td></td>
<td>16</td>
<td>9.9</td>
<td></td>
<td>57</td>
<td>35.4</td>
<td></td>
<td>36</td>
<td>22.4</td>
</tr>
<tr class="odd">
<td>UNITED EXPRESS</td>
<td>7</td>
<td>3</td>
<td>42.9</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>14.3</td>
<td></td>
<td>3</td>
<td>42.9</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>77</td>
<td>14</td>
<td>18.2</td>
<td></td>
<td>9</td>
<td>11.7</td>
<td></td>
<td>17</td>
<td>22.1</td>
<td></td>
<td>37</td>
<td>48.1</td>
</tr>
<tr class="odd">
<td>US AIRWAYS EXPRESS</td>
<td>7</td>
<td>3</td>
<td>42.9</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>2</td>
<td>28.6</td>
<td></td>
<td>2</td>
<td>28.6</td>
</tr>
<tr class="even">
<td>VANGUARD AIRLINES</td>
<td>7</td>
<td>3</td>
<td>42.9</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>14.3</td>
<td></td>
<td>3</td>
<td>42.9</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>36</td>
<td>7</td>
<td>19.4</td>
<td></td>
<td>6</td>
<td>16.7</td>
<td></td>
<td>8</td>
<td>22.2</td>
<td></td>
<td>15</td>
<td>41.7</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>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td><strong>TOTALS</strong></td>
<td>1,086</td>
<td>252</td>
<td>23.2</td>
<td></td>
<td>132</td>
<td>12.2</td>
<td></td>
<td>276</td>
<td>25.4</td>
<td></td>
<td>426</td>
<td>39.2</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>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td><strong>PREVIOUS YEAR'S TOTALS</strong></td>
<td>1,690</td>
<td>455</td>
<td>26.9</td>
<td></td>
<td>420</td>
<td>24.9</td>
<td></td>
<td>648</td>
<td>38.3</td>
<td></td>
<td>167</td>
<td>9.9</td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup>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'.<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

Table 5

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S. AIRLINES[^7]

BY COMPLAINT CATEGORY[^8]^\*^

FEBRUARY 2001

  --------------------------------- ---------- ------------ ------------------- ------- --------- --------- ---------- ------------- -------------- ------- --------- ------- -------
                                    FLIGHT     OVER-SALES   RES/TKTG/BOARDING   FARES   REFUNDS   BAGGAGE   CUSTOMER   DIS-ABILITY   ADVER-TISING   TOURS   ANIMALS   OTHER   TOTAL
                                    PROBLEMS                                                                SERVICE                                                           

                                                                                                                                                                              

  **[FOREIGN                                                                                                                                                                  
  AIRLINES]{.underline}**                                                                                                                                                     

  AIR ARUBA                         0          0            0                   0       5         0         0          0             0              0       0         1       6

  AIR CANADA                        2          0            0                   0       0         3         0          0             0              0       0         0       5

  AIR FRANCE                        3          0            0                   1       1         8         2          1             0              0       0         1       17

  ALITALIA AIRLINES                 1          3            3                   0       0         5         2          0             0              0       0         0       14

  BRITISH AIRWAYS                   2          0            1                   1       0         3         4          0             0              1       0         0       12

  BWIA                              1          0            1                   3       0         1         0          0             0              0       0         0       6

  LACSA                             0          0            0                   0       1         7         0          0             0              0       0         0       8

  LUFTHANSA                         1          0            0                   0       0         1         2          0             0              0       0         1       5

  MEXICANA                          3          1            0                   0       0         3         0          0             0              0       0         0       7

  OTHER FOREIGN AIRLINES            17         2            2                   1       3         20        9          1             0              0       0         2       57

  TOTALS                            30         6            7                   6       10        51        19         2             0              1       0         5       137

                                                                                                                                                                              

  **[TRAVEL AGENTS]{.underline}**                                                                                                                                             

  OTHER TRAVEL AGENTS               1          0            6                   4       1         0         0          0             2              0       0         1       15

  TOTALS                            1          0            6                   4       1         0         0          0             2              0       0         1       15

                                                                                                                                                                              

  **[TOUR OPERATORS]{.underline}**                                                                                                                                            

  OTHER TOUR OPERATORS              1          0            0                   0       0         0         1          0             0              3       0         0       5

  TOTALS                            1          0            0                   0       0         0         1          0             0              3       0         0       5

                                                                                                                                                                              

  **[MISCELLANEOUS]{.underline}**                                                                                                                                             

  OTHER MISCELLANEOUS               1          0            1                   0       0         1         0          0             0              0       0         2       5

  TOTALS                            1          0            1                   0       0         1         0          0             0              0       0         2       5

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 6

**FEBRUARY**

**CONSUMER COMPLAINTS: RANKINGS**

**U.S. AIRLINES \***

  ---------- ---------------- ------------ ------------------ -------------------- -------------------- -- ------------------ -------------------- --------------------
                              **FEBRUARY                                                                   **FEBRUARY 2000**                       
                              2001**                                                                                                               

                                                                                   ***COMPLAINTS***                                                ***COMPLAINTS***

                                                              ***SYSTEMWIDE***     ***PER 100,000***                          ***SYSTEMWIDE***     ***PER 100,000***

  **Rank**   ***Airline***                 ***COMPLAINTS***   ***ENPLANEMENTS***   ***ENPLANEMENTS***      ***COMPLAINTS***   ***ENPLANEMENTS***   ***ENPLANEMENTS***

                                                                                                                                                   

  1          ***SOUTHWEST                  25                 5,608,409            **0.45**                30                 5,330,105            **0.56**
             AIRLINES***                                                                                                                           

  2          ***NORTHWEST                  68                 4,090,890            **1.66**                125                4,247,564            **2.94**
             AIRLINES***                                                                                                                           

  3          ***US AIRWAYS***              77                 4,378,438            **1.76**                98                 4,136,644            **2.37**

  4          ***ALASKA                     21                 997,251              **2.11**                25                 1,010,473            **2.47**
             AIRLINES***                                                                                                                           

  5          ***CONTINENTAL                71                 3,302,289            **2.15**                121                3,366,846            **3.59**
             AIRLINES***                                                                                                                           

  6          ***TRANS WORLD                38                 1,638,852            **2.32**                62                 1,865,210            **3.32**
             AIRLINES***                                                                                                                           

  7          ***DELTA AIR                  167                7,199,894            **2.32**                153                7,910,187            **1.93**
             LINES***                                                                                                                              

  8          ***UNITED                     161                5,716,999            **2.82**                230                6,291,348            **3.66**
             AIRLINES***                                                                                                                           

  9          ***AMERICAN                   175                5,986,339            **2.92**                304                6,388,786            **4.76**
             AIRLINES***                                                                                                                           

  10         ***AMERICA WEST               50                 1,567,826            **3.19**                140                1,437,764            **9.74**
             AIRLINES***                                                                                                                           

             **TOTAL**                     **853**            **40,487,187**       **2.11**                **1,288**          **41,984,927**       **3.07**
  ---------- ---------------- ------------ ------------------ -------------------- -------------------- -- ------------------ -------------------- --------------------

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.

***COMPLAINT CATEGORIES\****

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

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

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

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

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

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

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

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

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

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

**Animals:** Loss, injury or death of an animal during air transport
provided by an air carrier.

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

**\*Note:** Effective with the October 2000 report, "animals" was added
as a new category.

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

NAS 04/2001

[^1]:
    > ^\*^ U.S. Airlines with at least one percent of total domestic
    > scheduled-service passenger revenues.

[^2]: ^\*^ U.S. Airlines with at least one percent of total domestic
    scheduled-service passenger revenues.

[^3]: ^\*^ U.S. Airlines with at least one percent of total domestic
    scheduled-service passenger revenues.

[^4]: ^^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS
    ATTACHED.

[^5]: ^\*\*^ INCLUDES FIGURES FOR SUB-CATEGORIES.

[^6]: ^\*^ EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" WAS ADDED
    AS A NEW CATEGORY.

[^7]: ^\*^ COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 5 OR MORE
    COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
    AGAINST COMPAINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
    INCLUDED UNDER 'OTHER FOREIGN AIRLINES,' 'OTHER TOUR OPERATORS,'
    ETC.

[^8]: ^\*\*^ EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" IS ADDED
    AS A NEW CATEGORY.