+-------------------------------+--------------------------------------+
| ![](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

**A Product Of The**

####### Office of Aviation Enforcement and Proceedings

######## Aviation Consumer Protection Division

+---------------------------+------------------------------------------+
| >                         | #####  [Issued: March 2003]{.underline}  |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | > **Flight Delays**\* January 2003       |
| > heigh                   | >                                        |
| t="1.8340277777777778in"} | > 12 Months Ending January 2003          |
|                           | >                                        |
|                           | > **Mishandled Baggage**\* January 2003  |
|                           | >                                        |
|                           | > **Oversales**\* 4th Quarter 2002       |
|                           | >                                        |
|                           | > January-December 2002                  |
|                           | >                                        |
|                           | > **Consumer Complaints**\*\* January    |
|                           | > 2003                                   |
|                           | >                                        |
|                           | > (Includes Disability and               |
|                           | >                                        |
|                           | > Discrimination Complaints)             |
+---------------------------+------------------------------------------+

\* Data collected by the Bureau of Transportation Statistics. Website:
*[http://www.bts.gov/]{.underline}*

\*\*Data compiled by the Aviation Consumer Protection Division. Website:
[*http://airconsumer.ost.dot.gov/*](http://airconsumer.ost.dot.gov/)

**[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\--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
(OAEP). 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. The sections that deal with
flight delays, mishandled baggage and oversales are based on data
collected by the Department's Bureau of Transportation Statistics. The
section that deals with consumer complaints is based on data compiled by
the OAEP's Aviation Consumer Protection Division. 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://airconsumer.ost.dot.gov/*

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 ten U.S. air carriers that have at least
one percent of total domestic scheduled-service passenger 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 (CRS). All tables in this report except Table 4 are
based on gate arrival times; Table 4 is based on gate departure times.
Cancelled and diverted operations are counted as late.

In fulfilling DOT's data reporting requirements, the reporting air
carriers use automated and/or manual systems for collecting flight data.
Those using an automated system rely on the Aircraft Communication
Addressing and Reporting System (ACARS). Based on the latest information
available to DOT, of the 10 reporting air carriers, 6 (America West,
American, Continental, Northwest, United and US Airways) use ACARS
exclusively; 1 (Southwest) relies solely on their pilots, gate agents
and/or ground crews to record arrival times manually; and 3 (Alaska,
American Eagle, and Delta) 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 CRS 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"}

JANUARY 2003

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/

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

> UNITED S/ 30 88.1 86 88.0
>
> SOUTHWEST S/ 15 87.0 59 87.5
>
> AMERICAN S/ 30 85.9 90 86.3
>
> CONTINENTAL S/ 30 85.4 79 85.4
>
> NORTHWEST S/ 31 84.7 111 84.9
>
> DELTA S/ 31 84.8 110 84.9
>
> US AIRWAYS S/ 26 82.1 65 82.1
>
> ALASKA S/ 13 82.6 42 81.6
>
> AMERICAN EAGLE S/ 16 79.3 97 78.6
>
> AMERICA WEST S/ 27 78.2 54 77.8
>
> TOTAL 84.7 84.9

**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.

## 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.

JANUARY 2003

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 2002 04-46 2002 07-09 2002 10-12 2002 11 2002 12 2002 01
2003 01 2003 09 1987 - 01 2003

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

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

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

ALASKA 75.3 (10) 79.1 (8) 79.2 (10) 78.0 (9) 80.2 (9) 73.8 (9) 81.6 (8)
78.5 (10) 75.9 (8)

AMERICA WEST 86.4 (1) 84.2 (2) 81.7 (8) 79.6 (7) 80.6 (8) 75.7 (8) 77.8
(10) 82.2 (6) 78.6 (5)

AMERICAN 83.2 (4) 82.6 (3) 84.3 (3) 85.3 (2) 87.6 (3) 80.9 (2) 86.3 (3)
84.1 (2) 79.2 (3)

AMERICAN EAGLE 79.8 (7) 78.8 (10) 80.4 (9) 77.4 (10) 79.3 (10) 73.1 (10)
78.6 (9) 78.9 (9) 75.0 (10)

CONTINENTAL 85.1 (2) 85.2 (1) 84.0 (4) 79.4 (8) 83.6 (6) 76.4 (7) 85.4
(4) 83.6 (3) 78.8 (4)

DELTA 77.4 (8) 78.8 (9) 83.0 (5) 80.9 (6) 83.0 (7) 77.6 (6) 84.9 (5)
80.9 (8) 77.6 (7)

NORTHWEST 76.9 (9) 79.6 (7) 82.0 (7) 84.2 (4) 86.3 (4) 79.9 (3) 84.9 (6)
81.2 (7) 79.8 (2)

SOUTHWEST 83.8 (3) 82.1 (5) 82.6 (6) 82.1 (5) 85.9 (5) 78.0 (4) 87.5 (2)
82.9 (5) 82.4 (1)

UNITED 82.2 (5) 82.5 (4) 85.0 (2) 86.0 (1) 87.9 (2) 82.2 (1) 88.0 (1)
84.6 (1) 75.8 (9)

US AIRWAYS 81.3 (6) 81.0 (6) 86.6 (1) 85.0 (3) 88.7 (1) 78.0 (5) 82.1
(7) 83.5 (4) 78.5 (6)

Total 81.3 81.3 83.3 82.6 85.2 78.3 84.9 82.4 78.6

**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.

#  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.

JANUARY 2003

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 764 81.4 1414 84.4 615 86.7 205 89.8 H/ 994 86.2 753 89.5 12510
> 89.1
>
> AS H/ 31 83.9 H/ H/ H/ 31 96.8 93 91.4 H/
>
> CO 359 78.0 551 85.5 238 89.5 20 95.0 H/ 332 86.7 340 85.9 387 87.9
>
> DL 16457 82.3 1699 89.6 419 85.2 209 80.4 4708 83.7 1065 89.5 581 84.3
> 2619 89.8
>
> HP 155 70.3 130 63.8 155 64.5 H/ H/ 93 62.4 277 67.9 269 76.2
>
> MQ H/ 1944 72.8 311 70.4 94 79.8 269 76.6 822 73.8 H/ 6267 85.8
>
> NW 471 81.7 405 80.2 307 79.8 228 86.0 31 90.3 562 82.0 352 84.1 464
> 89.4
>
> UA 388 83.2 881 89.0 387 84.0 124 84.7 153 85.6 374 90.4 7059 92.4 568
> 91.9
>
> US 481 72.6 1585 85.9 403 76.9 6677 84.9 H/ 1933 89.3 307 81.8 292
> 82.2
>
> WN H/ H/ 4342 86.4 H/ H/ H/ H/ H/
>
> TOTAL 19075 81.9 8640 83.1 7177 84.4 7557 84.9 5161 83.4 6206 85.7
> 9762 90.1 23376 88.1
>
> ARRIVAL AIRPORT

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

DTW EWR FLL 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 596 87.6 879 80.1 740 87.6 541 90.9 1279 80.5 818 91.2 2476 88.8
> 2014 77.9
>
> AS H/ 31 93.5 H/ H/ H/ 349 88.8 544 84.4 H/
>
> CO 261 87.4 4364 80.1 403 82.6 7322 90.8 31 80.6 416 86.8 542 85.8 346
> 71.1
>
> DL 244 82.8 686 83.5 1208 84.9 243 89.7 979 84.0 649 89.5 1083 89.6
> 1961 85.8
>
> HP 155 57.4 186 63.4 65 69.2 151 61.6 217 66.8 2359 81.8 496 82.7 H/
>
> MQ 112 59.8 282 69.5 H/ H/ 932 73.4 H/ 2214 90.4 1194 67.2
>
> NW 8520 85.7 525 84.2 156 71.2 381 91.3 93 81.7 310 82.6 473 84.6 534
> 70.2
>
> UA 310 89.0 655 83.4 93 88.2 337 92.9 448 89.1 891 90.0 3157 93.3 622
> 85.5
>
> US 215 78.1 276 80.8 506 77.3 266 84.6 H/ 151 83.4 296 74.3 1361 85.4
>
> WN 487 81.7 H/ 1095 88.8 167 83.2 H/ 5107 88.5 3445 88.9 H/
>
> TOTAL 10900 84.9 7884 80.3 4266 84.6 9408 90.1 3979 79.9 11050 87.2
> 14726 89.2 8032 79.3

JANUARY 2003

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 1036 87.2 216 84.7 3321 88.0 676 85.1 8404 80.0 238 84.0 771 80.4
> 577 88.4
>
> AS H/ H/ 31 83.9 H/ 31 87.1 1226 85.3 H/ 357 77.3
>
> CO 455 85.9 79 81.0 313 81.8 214 79.4 413 77.7 98 73.5 165 80.0 324
> 85.5
>
> DL 1491 86.6 124 87.9 310 85.5 329 79.3 543 75.7 340 77.1 493 81.7 368
> 85.6
>
> HP 155 74.8 H/ 93 79.6 165 54.5 244 63.5 186 76.9 154 59.1 6104 82.6
>
> MQ H/ H/ H/ H/ 5265 73.8 H/ 299 69.9 H/
>
> NW 388 82.2 331 85.5 212 84.0 9627 87.2 739 78.5 138 68.1 494 77.1 343
> 84.3
>
> UA 495 93.5 H/ 414 89.1 562 88.4 10521 84.6 715 86.6 603 79.6 626 87.9
>
> US 648 76.1 H/ 340 68.5 237 76.8 539 77.4 H/ 5477 79.0 209 73.7
>
> WN 1935 91.1 3770 85.3 H/ H/ H/ 1031 89.2 H/ 5315 84.2
>
> TOTAL 6603 86.9 4520 85.3 5034 85.9 11810 86.1 26699 80.2 3972 84.5
> 8456 78.5 14223 83.6

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 85 80.0 596 89.9 528 83.9 1017 80.3 247 92.3 6512 89.1 647 90.3
>
> AS H/ 314 79.0 3537 82.0 461 76.1 H/ H/ H/
>
> CO 73 75.3 215 89.8 273 76.2 329 78.1 62 79.0 5 80.0 336 88.1
>
> DL 213 88.7 462 91.1 496 74.4 579 79.1 3707 90.2 180 87.2 1096 85.4
>
> HP 62 69.4 279 76.3 279 71.7 337 73.9 151 80.8 62 61.3 93 79.6
>
> MQ 238 79.8 801 94.4 H/ 150 73.3 H/ H/ H/
>
> NW 146 80.8 199 87.4 389 71.2 289 80.6 72 80.6 297 84.5 309 79.3
>
> UA 183 84.7 681 90.6 995 85.5 4185 87.0 371 87.6 215 89.8 284 90.1
>
> US 4330 84.0 151 76.8 151 59.6 256 72.3 H/ 95 86.3 580 78.8
>
> WN H/ 2386 86.3 1156 91.3 H/ 1154 84.4 2123 84.5 1760 90.7
>
> TOTAL 5330 83.6 6084 87.7 7804 81.9 7603 82.8 5764 88.4 9489 87.7 5105
> 87.1

JANUARY 2003

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 FLL IAH JFK LAS LAX
LGA MCO MDW

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

600 - 659 AM 88.7 80.1 83.3 100.0 87.1 J/ 100.0 93.2 84.7 86.9 93.5 95.3
88.3 100.0 95.2 J/ 91.2 90.6

700 - 759 AM 90.2 80.4 91.0 89.8 73.7 87.2 92.4 89.7 88.5 88.8 84.9 95.7
77.7 97.9 94.6 74.1 94.4 93.1

800 - 859 AM 84.7 81.0 88.0 96.2 84.6 82.6 93.6 90.4 89.9 90.1 90.5 91.9
82.0 93.1 91.0 72.7 80.0 89.4

900 - 959 AM 81.7 83.8 94.1 74.5 89.4 91.3 93.9 91.3 88.9 86.4 92.9 90.6
88.2 94.4 90.0 84.7 89.7 90.5

000 - 1059 AM 85.7 84.2 89.1 96.3 90.1 88.0 88.9 91.1 83.9 87.8 85.6
89.8 90.5 85.2 86.9 82.3 87.3 92.5

100 - 1159 AM 89.6 85.9 88.4 88.2 84.7 88.9 94.1 90.6 85.0 91.3 86.4
90.7 100.0 88.2 89.1 82.6 86.3 91.8

200 - 1259 PM 85.6 89.0 88.2 88.4 93.5 83.8 87.2 89.9 89.6 84.2 80.4
93.9 67.7 89.0 89.0 84.7 88.6 88.5

100 - 159 PM 88.0 86.0 89.6 87.5 83.9 87.9 92.7 88.2 88.9 87.1 81.0 90.8
93.3 89.2 90.6 85.9 88.2 92.2

200 - 259 PM 86.8 86.3 90.3 87.1 88.0 89.5 88.4 90.0 88.9 87.7 86.1 92.4
79.7 86.9 88.8 83.4 88.1 87.9

300 - 359 PM 83.3 85.7 86.5 90.5 82.6 84.7 89.2 85.7 83.1 83.5 86.3 92.5
86.7 84.8 90.3 81.8 90.1 86.2

400 - 459 PM 79.0 85.6 84.6 90.0 76.1 81.4 92.5 86.1 83.1 77.8 85.8 87.0
80.6 87.8 91.2 84.4 88.4 80.6

500 - 559 PM 78.3 82.5 82.6 84.2 85.7 90.3 89.9 84.9 84.6 78.8 88.2 89.9
79.8 85.0 90.4 77.0 88.2 80.1

600 - 659 PM 76.9 77.7 80.0 84.3 80.5 85.4 87.2 85.4 77.1 74.6 83.4 88.5
74.4 88.3 86.9 74.1 86.2 77.0

700 - 759 PM 74.3 81.5 74.8 79.8 79.1 83.4 88.1 85.7 84.6 65.3 86.5 87.4
74.9 86.7 91.0 70.1 86.8 77.6

800 - 859 PM 74.4 80.1 79.8 83.2 80.7 86.5 84.9 86.0 82.9 71.5 85.5 89.8
74.1 84.2 84.4 69.9 82.0 77.8

900 - 959 PM 71.1 79.5 77.4 79.9 84.5 82.9 87.0 83.1 79.7 76.4 80.7 89.4
79.9 83.4 88.5 77.8 80.5 87.6

000 - 1059 PM 83.3 82.3 79.8 82.8 88.9 77.1 91.1 86.9 82.7 78.2 81.3
80.3 79.8 81.5 85.5 76.4 86.4 84.0

100 - 559 AM 87.3 82.6 82.5 85.0 72.1 84.2 85.1 90.7 81.7 82.6 79.6 86.4
78.6 87.4 90.9 82.4 84.5 79.5

TOTAL, ALL ARRIVALS,

BY AIRPORT 81.9 83.1 84.4 84.9 83.4 85.7 90.1 88.1 84.9 80.3 84.6 90.1
79.9 87.2 89.2 79.3 86.9 85.3

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 87.1 94.1 83.7 J/ 90.4 J/ 90.2 100.0 92.6 100.0 J/ 90.6
96.2 90.0

700 - 759 AM J/ 89.6 82.4 98.0 91.2 89.1 86.0 89.5 96.1 95.8 93.4 95.5
95.6 88.3

800 - 859 AM 100.0 86.1 85.5 89.3 81.2 85.9 84.1 88.8 91.0 93.2 89.4
90.2 96.3 87.6

900 - 959 AM 88.4 89.0 83.4 94.4 79.0 83.8 86.2 87.2 93.8 77.3 92.6 91.4
94.1 87.2

1000 - 1059 AM 89.5 83.0 85.8 86.8 87.5 79.3 85.5 91.6 87.1 84.9 88.4
88.1 88.4 86.5

1100 - 1159 AM 83.4 88.1 87.0 85.8 85.1 85.6 86.8 92.3 83.2 76.7 88.9
89.5 90.8 87.8

1200 - 1259 PM 85.4 85.6 84.2 82.9 87.4 85.0 87.8 84.5 85.1 73.6 85.5
87.9 87.1 86.7

100 - 159 PM 90.3 89.7 82.4 83.3 84.0 83.3 88.9 91.5 81.0 82.0 88.4 89.7
93.5 87.2

200 - 259 PM 86.2 86.0 79.2 90.5 85.2 83.6 87.4 89.1 85.9 86.2 91.3 87.2
86.2 86.9

300 - 359 PM 90.6 88.6 77.7 88.3 85.0 82.2 84.7 90.2 88.0 80.6 90.1 89.6
88.7 85.5

400 - 459 PM 87.0 87.3 78.0 81.8 77.9 84.3 84.7 89.9 87.4 88.8 82.7 85.7
89.1 84.2

500 - 559 PM 86.6 83.8 74.6 79.6 73.0 85.5 78.0 89.6 78.8 86.7 85.8 87.2
90.8 83.2

600 - 659 PM 83.0 87.8 73.9 89.6 71.2 82.1 83.2 84.3 79.3 82.3 86.0 86.9
81.9 81.1

700 - 759 PM 81.7 83.7 72.6 77.0 62.3 80.5 80.8 86.9 75.0 84.5 92.3 84.7
84.7 80.8

800 - 859 PM 80.2 80.6 77.9 83.8 73.1 84.6 79.4 83.9 76.3 82.3 89.9 84.0
81.9 80.7

900 - 959 PM 86.1 88.5 77.7 78.9 72.0 83.8 77.7 79.2 73.8 78.3 87.6 83.1
81.6 81.1

1000 - 1059 PM 86.5 85.5 84.0 76.2 75.1 87.5 74.7 84.2 77.5 81.3 76.6
83.1 84.0 82.1

1100 - 559 AM 80.6 84.4 90.7 87.2 78.4 83.8 84.5 89.4 80.8 90.9 66.1
85.2 84.0 84.8

TOTAL, ALL ARRIVALS,

BY AIRPORT 85.9 86.1 80.2 84.5 78.5 83.6 83.6 87.7 81.9 82.8 88.4 87.7
87.1 84.7

JANUARY 2003

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 FLL IAH JFK LAS
LAX LGA MCO MDW

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

600 - 659 AM 94.5 92.2 95.1 88.5 88.9 96.4 96.8 94.2 90.5 93.6 95.8 95.3
85.2 96.9 94.7 91.2 94.9 94.9

700 - 759 AM 96.2 87.8 93.7 95.0 97.3 94.0 95.8 93.3 91.7 93.2 95.5 96.9
89.2 94.0 94.2 91.4 95.6 91.2

800 - 859 AM 91.3 84.4 90.0 85.6 85.4 94.1 94.7 91.5 90.1 94.9 97.3 95.7
95.0 96.3 93.0 92.1 95.7 88.0

900 - 959 AM 88.4 84.9 89.1 88.5 88.6 92.2 94.4 91.4 90.7 90.4 93.5 95.1
89.9 90.7 91.6 89.0 94.3 86.0

000 - 1059 AM 90.9 86.1 89.2 81.7 93.4 95.3 93.9 91.7 88.4 88.7 89.7
93.7 90.4 88.4 87.3 91.3 92.1 87.7

100 - 1159 AM 91.4 89.5 87.2 96.2 91.4 93.4 90.8 91.2 86.8 89.9 88.0
92.0 88.6 84.7 85.3 86.0 90.5 87.5

200 - 1259 PM 92.2 87.0 88.8 89.2 88.6 93.7 92.9 89.8 86.3 90.8 86.7
94.1 88.4 82.4 88.3 91.0 92.1 88.9

100 - 159 PM 89.8 90.0 88.6 70.0 88.2 89.0 88.8 89.6 85.4 91.8 83.8 93.5
81.3 84.1 87.4 88.3 91.5 81.8

200 - 259 PM 91.2 84.8 85.1 88.1 87.3 92.0 88.7 84.2 84.2 90.9 81.4 91.5
81.6 83.5 88.0 86.7 88.6 75.2

300 - 359 PM 89.4 80.3 83.1 87.1 88.6 89.7 89.3 87.0 85.0 89.1 87.2 91.4
82.5 82.6 88.4 88.8 88.3 77.0

400 - 459 PM 86.9 87.8 83.5 86.1 88.0 84.1 94.1 82.3 80.2 84.4 84.4 92.8
87.1 79.8 89.0 84.8 85.6 74.5

500 - 559 PM 84.1 82.7 78.6 84.0 86.0 87.3 92.0 85.5 85.8 80.1 82.6 87.8
78.4 80.3 85.9 84.7 87.8 67.6

600 - 659 PM 79.4 80.8 78.3 85.1 84.0 91.2 92.3 83.5 79.5 82.3 83.7 89.9
86.3 81.9 89.0 81.8 90.6 68.0

700 - 759 PM 77.7 80.8 69.8 76.2 88.9 89.1 94.7 84.7 82.5 78.7 80.9 93.6
73.3 79.4 88.5 82.9 91.6 68.7

800 - 859 PM 80.8 76.9 78.4 80.6 85.3 87.1 93.7 85.0 81.1 76.5 89.0 93.6
68.1 82.9 83.9 80.0 85.7 70.9

900 - 959 PM 80.8 85.5 75.5 100.0 87.0 93.4 88.7 89.0 86.5 J/ 88.9 95.0
87.4 84.2 87.2 85.4 89.1 69.6

000 - 1059 PM 81.3 80.2 70.5 87.5 90.3 J/ J/ 89.6 91.7 J/ J/ 78.6 81.3
83.9 92.2 76.7 J/ J/

100 - 559 AM J/ 93.7 89.7 J/ J/ J/ 100.0 100.0 92.6 95.0 96.2 J/ J/ 85.1
95.5 93.5 93.5 J/

TOTAL, ALL DEPARTURES,

BY AIRPORT 87.1 85.4 84.9 85.3 88.5 91.3 92.5 88.3 86.2 88.2 87.9 92.8
84.4 85.7 89.7 87.4 91.0 80.3

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 93.3 88.6 93.0 94.8 92.9 93.0 87.2 93.6 94.8 96.8 92.9 93.9
95.7 93.8

700 - 759 AM 91.5 87.8 90.1 96.2 91.8 95.2 91.6 94.6 88.1 96.9 91.1 93.6
96.2 92.9

800 - 859 AM 91.7 91.1 90.1 90.3 89.4 90.2 89.7 91.2 89.0 95.6 92.3 94.9
96.3 91.4

900 - 959 AM 92.0 86.5 90.0 86.2 79.5 81.8 89.2 89.1 81.6 93.7 93.8 90.7
91.2 89.4

1000 - 1059 AM 91.2 86.3 90.3 92.6 85.4 82.9 94.0 89.5 88.8 86.7 92.1
88.5 90.5 89.3

1100 - 1159 AM 88.7 87.4 88.4 89.0 89.5 81.3 88.7 84.6 88.3 87.1 89.8
91.2 90.1 88.5

1200 - 1259 PM 91.4 89.1 88.4 85.6 86.7 82.2 89.5 86.7 85.1 86.9 92.3
91.1 90.5 88.6

100 - 159 PM 89.8 89.5 87.8 86.0 87.3 81.6 91.6 86.6 89.7 86.4 88.4 92.2
91.6 88.3

200 - 259 PM 83.9 88.1 82.9 92.2 81.9 82.8 87.7 87.7 85.3 89.4 88.6 86.1
90.3 86.6

300 - 359 PM 86.5 87.2 79.4 89.6 82.5 73.8 85.5 88.4 83.7 86.6 91.2 90.5
87.2 85.6

400 - 459 PM 85.5 86.4 79.6 90.4 81.7 75.2 85.7 87.0 86.5 92.6 90.9 88.0
88.3 84.7

500 - 559 PM 79.6 90.3 78.5 85.5 75.6 78.0 87.7 88.5 81.0 82.4 80.6 84.2
89.0 83.4

600 - 659 PM 85.9 89.2 76.7 90.1 74.7 81.2 79.8 85.4 82.0 92.7 86.8 92.5
86.8 83.9

700 - 759 PM 86.6 89.5 76.0 86.7 71.6 77.1 79.2 80.1 79.6 88.4 84.0 90.5
87.7 82.4

800 - 859 PM 76.7 89.4 76.3 83.3 69.8 79.5 82.6 83.6 76.5 86.9 89.2 81.1
86.1 82.0

900 - 959 PM J/ 90.4 78.1 82.5 75.7 82.6 J/ 90.6 78.7 73.5 90.6 90.7
81.0 85.1

1000 - 1059 PM J/ 95.7 89.8 95.7 83.3 86.1 88.0 89.4 86.2 92.0 92.4 86.1
86.2 88.3

1100 - 559 AM 100.0 97.1 75.0 96.0 100.0 97.5 92.6 96.8 84.1 95.7 93.5
J/ 96.7 90.6

TOTAL, ALL DEPARTURES,

BY AIRPORT 88.0 88.6 83.9 89.6 82.4 82.2 87.8 88.7 86.0 90.6 90.4 90.4
90.9 87.4

JANUARY 2003

> 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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> NW 927  SEA-HNL 1440   31   80.65   47   37
>
> JANUARY 2003
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 6. NUMBER AND PERCENTAGE OF REGULARLY SCHEDULED FLIGHTS I/
>
> ARRIVING LATE 70% OF THE TIME OR MORE
>
> NUMBER OF REGULARLY SCHEDULED FLIGHTS
>
> REGULARLY SCHEDULED FLIGHTS LATE 70% OF THE TIME OR MORE D/
>
> FOR WHICH
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> CARRIER CARRIER REPORTED DATA NUMBER PERCENTAGE
>
> \-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-- \-\-\-\-\-\-\-\-\--
>
> AMERICA WEST 534   1   0.2
>
> NORTHWEST   1366   1   0.1
>
> SOUTHWEST   2790   2   0.1
>
> AMERICAN   2228   0 0.0
>
> DELTA   1991   0 0.0
>
> UNITED   1539   0 0.0
>
> AMERICAN EAGLE   1246   0 0.0
>
> US AIRWAYS   1169   0 0.0
>
> CONTINENTAL   853   0 0.0
>
> ALASKA   422   0 0.0
>
> Total   14,138   4 0.0
>
> JANUARY 2003
>
> 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.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> ABILENE TX (ABI) 86.3 91.1 204 203 EUGENE OR (EUG) 88.9 100.0 18 17
>
> AGUADILLA P.R. (BQN) 47.8 91.3 23 23 EVANSVILLE IN. (EVV) 73.8 82.8
> 145 145
>
> ALBANY N.Y. (ALB) 80.8 85.3 1,173 1,173 FAIRBANKS AK (FAI) 82.6 88.2
> 407 407
>
> ALBUQUERQUE N.M (ABQ) 88.5 91.0 2,833 2,835 FARGO N.D. (FAR) 87.1 94.3
> 210 210
>
> ALLENTOWN PA(ABE) 81.2 88.2 69 68 FAYETTEVILLE ARKANSAS REG (XNA) 73.6
> 78.8 421 420
>
> AMARILLO TX (AMA) 83.4 90.0 559 559 FLINT MI. (FNT) 79.1 93.3 91 90
>
> ANCHORAGE AK (ANC) 79.4 85.0 1,485 1,483 FRESNO CA (FAT) 86.5 85.9 296
> 291
>
> ATLANTA GA (ATL) 81.9 87.1 19,063 19,075 FT. LAUDERDALE FL. (FLL) 84.6
> 88.0 4,261 4,266
>
> AUSTIN TX (AUS) 89.3 92.8 3,206 3,208 FT. MYERS FL. (RSW) 83.7 89.7
> 1,358 1,355
>
> BALTIMORE MD (BWI) 84.4 84.9 7,180 7,177 FT. SMITH AR (FSM) 90.5 93.0
> 242 242
>
> BANGOR ME (BGR) 73.4 78.4 229 231 FT. WAYNE IN (FWA) 78.5 85.6 181 180
>
> BARROW AK (BRW) 87.1 90.3 62 62 GRAND FORKS N.D. (GFK) 86.4 93.2 88 88
>
> BATON ROUGE LA. (BTR) 88.5 90.4 260 260 GRAND RAPIDS MI. (GRR) 77.5
> 88.3 768 766
>
> BETHEL AK. (BET) 81.1 75.5 106 106 GREAT FALLS MT. (GTF) 82.3 89.7 175
> 174
>
> BILLINGS MT. (BIL) 85.5 94.0 249 249 GREEN BAY WI (GRB) 79.2 90.8 379
> 379
>
> BIRMINGHAM AL (BHM) 88.9 91.6 1,408 1,410 GREENSBORO/HIGH PT. N.C.
> (GSO) 81.5 87.7 658 657
>
> BISMARCK N.D. (BIS) 83.9 94.4 124 124 GREENVILLE/SPARTBG. S.C. (GSP)
> 86.6 88.8 417 418
>
> BOISE ID (BOI) 85.4 89.7 918 918 GULFPORT/BILOXI MS. (GPT) 93.5 94.4
> 107 108
>
> BOSTON MA (BOS) 83.1 85.4 8,646 8,640 GUNNISON CO (GUC) 92.3 97.4 39
> 39
>
> BOZEMAN MT. (BZN) 85.7 91.3 161 161 HARLINGEN TX(HRL) 87.3 89.5 353
> 353
>
> BUFFALO N.Y (BUF) 82.8 89.1 1,148 1,146 HARRISBURG PA (MDT) 83.8 88.6
> 433 431
>
> BURBANK CA (BUR) 87.2 87.0 2,154 2,153 HARTFORD CT./SPGFLD MA. (BDL)
> 84.5 87.8 2,622 2,619
>
> BURLINGTON VT (BTV) 77.4 82.5 252 251 HELENA MT. (HLN) 85.9 91.3 92 92
>
> CEDAR RAPIDS/IOWA CTY IA. (CID) 80.3 85.4 274 274 HONOLULU OAHU
> HI(HNL) 59.3 90.5 939 939
>
> CHAMPAIGN(CMI) 70.3 80.7 145 145 HOUSTON TX (HOU) 89.6 86.9 4,620
> 4,617
>
> CHARLESTON S.C (CHS) 89.2 89.2 297 296 HOUSTON TX (IAH) 90.1 92.8
> 9,408 9,408
>
> CHARLOTTE N.C. (CLT) 84.9 85.3 7,559 7,557 HUNTSVILLE/DECATUR AL.
> (HSV) 89.4 91.4 293 292
>
> CHATTANOOGA TN. (CHA) 75.4 86.9 61 61 INDIANAPOLIS IN. (IND) 81.7 88.4
> 2,579 2,580
>
> CHICAGO IL (ORD) 80.2 83.9 26,686 26,699 INDIO/PALM SPRINGS CA (PSP)
> 88.8 88.4 660 662
>
> CHICAGO IL. (MDW) 85.3 80.3 4,521 4,520 ISLIP/LONG IS. N.Y. (ISP) 83.1
> 86.0 864 864
>
> CINCINNATI OH (CVG) 83.4 88.5 5,167 5,161 JACKSON WY. (JAC) 89.7 86.9
> 223 222
>
> CLEVELAND OH (CLE) 79.0 86.2 3,642 3,644 JACKSON/VICKSBURG MS. (JAN)
> 85.6 90.9 639 639
>
> COLLEGE STATION TX (CLL) 84.4 92.9 154 154 JACKSONVILLE FL. (JAX) 86.7
> 90.2 1,785 1,783
>
> COLORADO SPRINGS CO. (COS) 87.0 91.8 562 561 JUNEAU AK. (JNU) 71.6
> 70.0 310 310
>
> COLUMBIA S.C (CAE) 93.5 86.8 92 91 KAHULUI(OGG) 68.6 86.1 303 303
>
> COLUMBUS OH (CMH) 80.1 88.8 2,669 2,668 KALAMAZOO MI. (AZO) 75.0 84.5
> 156 155
>
> CORDOVA AK (CDV) 69.4 75.8 62 62 KALISPELL MT (FCA) 86.3 87.1 124 124
>
> CORPUS CHRISTI TX. (CRP) 86.4 87.9 331 331 KANSAS CITY MO (MCI) 87.4
> 90.7 4,707 4,706
>
> DALLAS/FT. WORTH TX. (DAL) 89.9 87.4 3,637 3,629 KETCHIKAN AK (KTN)
> 73.7 78.0 186 186
>
> DALLAS/FT. WORTH TX. (DFW) 88.1 88.3 23,363 23,376 KILLEEN TX. (ILE)
> 83.7 87.3 252 252
>
> DAYTON OH (DAY) 81.9 87.2 508 508 KING SALMON AK.(AKN) 76.9 76.9 13 13
>
> DAYTONA BEACH FL (DAB) 88.4 83.2 155 155 KNOXVILLE TN. (TYS) 83.1 85.7
> 301 301
>
> DEADHORSE AK. (SCC) 76.9 76.9 39 39 KODIAK AK (ADQ) 62.9 69.4 62 62
>
> DENVER CO (DEN) 90.1 92.5 9,729 9,762 KONA HAWAII. HI. (KOA) 77.6 91.0
> 134 134
>
> DES MOINES IA (DSM) 85.8 91.1 621 621 KOTZEBUE AK. (OTZ) 88.2 82.9 76
> 76
>
> DETROIT MI. (DTW) 84.9 86.2 10,890 10,900 LA CROSSE WI. (LSE) 84.0
> 91.4 175 175
>
> DILLINGHAM AK.(DLG) 76.9 76.9 13 13 LAFAYETTE LA. (LFT) 87.0 91.3 23
> 23
>
> DUBUQUE IA. (DBQ) 78.7 88.8 89 89 LANSING MI. (LAN) 85.8 95.7 233 233
>
> DULUTH MN (DLH) 84.0 88.3 119 120 LAREDO TX. (LRD) 83.5 82.7 133 133
>
> DUTCH HARBOR AK. (DUT) 57.1 53.2 77 77 LAS VEGAS NV. (LAS) 87.2 85.7
> 11,056 11,050
>
> EAGLE CO. (EGE) 84.3 90.3 268 268 LAWTON OK. (LAW) 86.2 93.4 181 181
>
> EL PASO TX (ELP) 89.1 89.9 1,610 1,611 LEXINGTON/FRKFT KY. (LEX) 85.8
> 90.8 120 120
>
> JANUARY 2003
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT
>
> PERCENT REPORTED PERCENT REPORTED
>
> ON-TIME OPERATIONS ON-TIME OPERATIONS
>
> CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> LIHUE KAUAI HI. (LIH) 69.3 97.0 101 101 ROCHESTER N.Y (ROC) 81.2 86.4
> 618 617
>
> LITTLE ROCK AR. (LIT) 87.3 90.0 1,138 1,140 SACRAMENTO CA (SMF) 85.0
> 86.0 3,277 3,278
>
> LONG BEACH CA. (LGB) 85.3 88.8 266 267 SAGINAW MI. (MBS) 82.9 92.2 140
> 141
>
> LONGVIEW TX. (GGG) 90.0 95.0 120 120 SALT LAKE CITY UT (SLC) 88.4 90.4
> 5,766 5,764
>
> LOS ANGELES CA. (LAX) 89.2 89.7 14,709 14,726 SAN ANGELO TX. (SJT)
> 89.5 93.4 181 181
>
> LOUISVILLE KY (SDF) 85.5 89.4 1,280 1,277 SAN ANTONIO TX. (SAT) 88.3
> 91.2 3,103 3,104
>
> LUBBOCK TX. (LBB) 86.8 90.0 682 680 SAN DIEGO CA (SAN) 87.7 88.7 6,087
> 6,084
>
> MADISON WI. (MSN) 81.0 88.9 485 485 SAN FRANCISCO CA (SFO) 82.9 90.6
> 7,621 7,603
>
> MANCHESTER N.H. (MHT) 82.2 84.6 1,300 1,301 SAN FRANCISCO CA. (OAK)
> 85.9 85.9 5,199 5,198
>
> MARQUETTE MI (MQT) 48.1 81.5 27 27 SAN JOSE CA. (SJC) 87.6 87.5 4,792
> 4,791
>
> MEDFORD OR (MFR) 88.9 88.2 18 17 SAN JUAN P.R (SJU) 82.0 86.7 2,079
> 2,083
>
> MELBOURNE FL (MLB) 87.1 88.2 93 93 SAN LUIS OBISPO CA. (SBP) 93.4 90.4
> 182 178
>
> MEMPHIS TN (MEM) 90.0 90.7 4,189 4,193 SANTA BARBARA CA. (SBA) 94.8
> 94.1 291 290
>
> MIAMI FL (MIA) 85.9 88.0 5,038 5,034 SARASOTA/BRAD. FL (SRQ) 87.2 89.4
> 312 311
>
> MIDLAND/ODESSA TX (MAF) 88.9 91.9 576 577 SAVANNAH GA. (SAV) 90.4 92.8
> 322 321
>
> MILWAUKEE WI (MKE) 80.3 89.8 1,269 1,270 SCRANTON/WILKES-BARRE PA.
> (AVP) 81.8 77.8 11 9
>
> MINNEAPLS/ST.P MN(MSP) 86.1 88.6 11,802 11,810 SEATTLE WA (SEA) 81.9
> 86.0 7,803 7,804
>
> MINOT N.D (MOT) 75.3 89.2 93 93 SHREVEPORT LA (SHV) 93.5 96.1 382 381
>
> MISSION/MCALLEN TX. (MFE) 90.8 95.2 272 272 SIOUX FALLS S.D. (FSD)
> 86.2 93.5 167 168
>
> MISSOULA MT (MSO) 78.8 92.5 160 159 SITKA AK. (SIT) 77.4 77.4 93 93
>
> MOBILE AL./PASCAGOULA MS. (MOB) 87.9 86.1 174 173 SPOKANE WA (GEG)
> 86.3 91.5 1,008 1,006
>
> MONTEREY CA. (MRY) 95.2 95.2 168 166 SPRINGFIELD MO (SGF) 87.2 91.7
> 242 242
>
> MONTROSE CO (MTJ) 87.2 91.0 78 78 ST. CROIX V.I (STX) 82.3 85.5 62 62
>
> MYRTLE BEACH S.C (MYR) 90.5 95.2 126 126 ST. LOUIS MO (STL) 87.7 90.4
> 9,487 9,489
>
> NASHVILLE TN. (BNA) 86.6 88.9 3,987 3,988 ST. THOMAS V.I. (STT) 80.1
> 83.4 327 326
>
> NEW ORLEANS LA (MSY) 87.8 91.6 4,160 4,161 STEAMBOAT SPRINGS CO. (HDN)
> 83.8 89.8 167 167
>
> NEW YORK N.Y (JFK) 79.9 84.4 3,979 3,979 SYRACUSE N.Y (SYR) 78.0 84.7
> 605 603
>
> NEW YORK N.Y. (LGA) 79.3 87.4 8,039 8,032 TALLAHASSEE FL (TLH) 88.7
> 88.7 150 151
>
> NEWARK N.J. (EWR) 80.2 88.2 7,865 7,884 TAMPA FL (TPA) 87.1 90.9 5,109
> 5,105
>
> NEWBURGH N.Y. (SWF) 69.2 80.8 146 146 TEXARKANA AR(TXK) 91.4 93.5 93
> 93
>
> NOME AK. (OME) 89.5 85.5 76 76 TOLEDO OH. (TOL) 68.8 77.1 144 144
>
> NORFOLK/VA. BEACH VA (ORF) 82.3 89.8 1,311 1,310 TRAVERSE CITY MI.
> (TVC) 67.9 74.7 84 83
>
> OKLAHOMA CITY OK (OKC) 86.9 90.7 1,705 1,702 TUCSON AZ. (TUS) 87.6
> 91.2 1,320 1,323
>
> OMAHA NE (OMA) 85.6 90.8 1,510 1,511 TULSA OK. (TUL) 88.7 90.8 1,595
> 1,595
>
> ONTARIO CA (ONT) 86.8 87.6 2,708 2,712 TYLER TX. (TYR) 88.2 96.2 238
> 239
>
> ORANGE COUNTY CA. (SNA) 86.8 86.9 3,676 3,677 VALPARAISO FL. (VPS)
> 88.5 91.9 209 209
>
> ORLANDO FL (MCO) 86.9 91.0 6,603 6,603 WACO TX. (ACT) 87.9 91.6 215
> 215
>
> PASCO WA. (PSC) 94.8 93.1 58 58 WASHINGTON D.C (IAD) 85.0 90.2 3,584
> 3,581
>
> PENSACOLA FL (PNS) 87.1 94.4 303 301 WASHINGTON DC(DCA) 85.7 91.3
> 6,208 6,206
>
> PEORIA IL. (PIA) 77.5 86.6 120 119 WEST PALM BEACH FL. (PBI) 83.2 87.7
> 2,056 2,057
>
> PETERSBURG AK (PSG) 66.1 72.6 62 62 WHITE PLAINS N.Y (HPN) 74.5 73.5
> 212 211
>
> PHILADELPHIA PA (PHL) 78.5 82.4 8,454 8,456 WICHITA FALLS TX. (SPS)
> 86.3 92.0 175 174
>
> PHOENIX AZ (PHX) 83.6 82.2 14,238 14,223 WICHITA KS. (ICT) 87.0 91.0
> 422 420
>
> PITTSBURGH PA (PIT) 83.6 87.8 5,330 5,330 WILMINGTON N.C (ILM) 85.1
> 97.0 67 67
>
> PORTLAND ME (PWM) 72.2 79.9 490 488 WRANGELL AK. (WRG) 74.2 77.4 62 62
>
> PORTLAND OR (PDX) 84.5 89.6 3,974 3,972 YAKUTAT AK. (YAK) 67.7 75.8 62
> 62
>
> PROVIDENCE R.I. (PVD) 85.7 88.9 2,136 2,137
>
> RALEIGH/DURHAM N.C. (RDU) 80.8 85.9 3,522 3,520
>
> RAPID CITY S.D (RAP) 89.8 96.6 88 88
>
> RENO NV. (RNO) 86.5 87.2 1,910 1,908
>
> RICHMOND VA (RIC) 84.1 88.8 977 973
>
> ROCHESTER MN. (RST) 87.7 94.9 179 178

JANUARY 2003

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

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

ALASKA 13 7036 150 2.1 42 12610 393 3.1

AMERICAN EAGLE 16 21174 536 2.5 98 36476 994 2.7

AMERICA WEST 27 13077 300 2.3 54 16505 403 2.4

AMERICAN 30 51448 772 1.5 90 66788 955 1.4

SOUTHWEST 15 35278 445 1.3 59 81593 1034 1.3

DELTA 31 45544 501 1.1 110 59724 671 1.1

US AIRWAYS 26 27756 249 0.9 65 35303 317 0.9

NORTHWEST 31 27772 190 0.7 111 41888 281 0.7

CONTINENTAL 30 19263 63 0.3 79 25095 83 0.3

UNITED 30 37293 113 0.3 86 47285 144 0.3

Total 285,641 3,319 1.2 423,267 5,275 1.2

**[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 31 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 (14 CFR PART            | > to Report]{.underline}**   |
|        | 234)]{.underline}**          | >                            |
|        |                              | > **[Data to DOT and to CRS  |
|        | Atlanta. Hartsfield ATL      | > Vendors]{.underline}**     |
|        |                              | >                            |
|        | Baltimore/Washington.        | > AS Alaska Airlines         |
|        | International BWI            | >                            |
|        |                              | > HP America West Airlines   |
|        | Boston. Logan International  | >                            |
|        | BOS                          | > AA American Airlines       |
|        |                              | >                            |
|        | Charlotte. Douglas CLT       | > MQ American Eagle Airlines |
|        |                              | >                            |
|        | Chicago. Midway MDW          | > CO Continental Airlines    |
|        |                              | >                            |
|        | Chicago. O\'Hare ORD         | > DL Delta Air Lines         |
|        |                              | >                            |
|        | Cincinnati. Greater          | > NW Northwest Airlines      |
|        | Cincinnati CVG               | >                            |
|        |                              | > WN Southwest Airlines      |
|        | Dallas-Fort Worth.           | >                            |
|        | International DFW            | > UA United Airlines         |
|        |                              | >                            |
|        | Denver. International DEN    | > US US Airways              |
|        |                              |                              |
|        | Detroit. Metro Wayne County  | ![](media/image7.wmf){       |
|        | DTW                          | width="2.6194444444444445in" |
|        |                              | he                           |
|        | Ft. Lauderdale.              | ight="0.6347222222222222in"} |
|        | International FLL            |                              |
|        |                              |                              |
|        | Houston. George Bush IAH     |                              |
|        |                              |                              |
|        | Las Vegas. McCarran          |                              |
|        | International LAS            |                              |
|        |                              |                              |
|        | Los Angeles. International   |                              |
|        | LAX                          |                              |
|        |                              |                              |
|        | Miami. International MIA     |                              |
|        |                              |                              |
|        | Minneapolis-St. Paul.        |                              |
|        | International MSP            |                              |
|        |                              |                              |
|        | Newark. Liberty              |                              |
|        | International EWR            |                              |
|        |                              |                              |
|        | New York. JFK International  |                              |
|        | JFK                          |                              |
|        |                              |                              |
|        | New York. LaGuardia LGA      |                              |
|        |                              |                              |
|        | Orlando. International MCO   |                              |
|        |                              |                              |
|        | Philadelphia. International  |                              |
|        | PHL                          |                              |
|        |                              |                              |
|        | Phoenix. Sky Harbor          |                              |
|        | International PHX            |                              |
|        |                              |                              |
|        | Pittsburgh. Greater          |                              |
|        | International PIT            |                              |
|        |                              |                              |
|        | Portland. International PDX  |                              |
|        |                              |                              |
|        | St. Louis. Lambert STL       |                              |
|        |                              |                              |
|        | Salt Lake City.              |                              |
|        | International SLC            |                              |
|        |                              |                              |
|        | San Diego. Lindbergh Field   |                              |
|        | SAN                          |                              |
|        |                              |                              |
|        | San Francisco. International |                              |
|        | SFO                          |                              |
|        |                              |                              |
|        | Seattle-Tacoma.              |                              |
|        | International SEA            |                              |
|        |                              |                              |
|        | Tampa. Tampa International   |                              |
|        | TPA                          |                              |
|        |                              |                              |
|        | Washington. Reagan National  |                              |
|        | DCA                          |                              |
+--------+------------------------------+------------------------------+

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

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

***U.S. AIRLINES***[^1]

+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             | **J |       |       |   | *    |        |       |
|   |             | ANU |       |       |   | *JAN |        |       |
|   |             | ARY |       |       |   | UARY |        |       |
|   |             | 200 |       |       |   | 20   |        |       |
|   |             | 3** |       |       |   | 02** |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| # | ####        | *   | **ENP | *     |   | **T  | **EN   | *     |
| # | ### AIRLINE | *TO | LANED | *REPO |   | OTAL | PLANED | *REPO |
| # |             | TAL | PA    | RTS** |   | BAG  | PASSEN | RTS** |
| # |             | B   | SSENG |       |   | GAGE | GERS** |       |
| # |             | AGG | ERS** | **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,  | 87    | **2   |   | 2    | 8      | **2   |
|   | AIRLINES    | 047 | 6,593 | .34** |   | ,020 | 14,507 | .48** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 2 | CONTINENTAL | 7,  | 2,45  | **3   |   | 8    | 2,6    | **3   |
|   | AIRLINES    | 771 | 9,069 | .16** |   | ,755 | 22,511 | .34** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 3 | SOUTHWEST   | 22, | 5,65  | **3   |   | 21   | 5,3    | **4   |
|   | AIRLINES    | 316 | 5,710 | .95** |   | ,821 | 44,846 | .08** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 4 | US AIRWAYS  | 10, | 2,65  | **3   |   | 10   | 3,2    | **3   |
|   |             | 509 | 9,514 | .95** |   | ,734 | 76,382 | .28** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 5 | NORTHWEST   | 13, | 3,23  | **4   |   | 12   | 3,0    | **4   |
|   | AIRLINES    | 877 | 1,507 | .29** |   | ,492 | 21,604 | .13** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 6 | AMERICA     | 6,  | 1,46  | **4   |   | 4    | 1,3    | **3   |
|   | WEST        | 604 | 8,172 | .50** |   | ,828 | 13,480 | .68** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 7 | AMERICAN    | 27, | 5,94  | **4   |   | 34   | 6,0    | **5   |
|   | AIRLINES    | 440 | 7,429 | .61** |   | ,750 | 24,768 | .77** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 8 | DELTA AIR   | 30, | 6,47  | **4   |   | 34   | 6,1    | **5   |
|   | LINES       | 845 | 5,904 | .76** |   | ,979 | 93,080 | .65** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 9 | UNITED      | 23, | 4,68  | **5   |   | 18   | 4,3    | **4   |
|   | AIRLINES    | 550 | 7,430 | .02** |   | ,369 | 83,497 | .19** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | AMERICAN    | 10, | 87    | **11  |   | 9    | 8      | **11  |
| 0 | EAGLE       | 463 | 5,646 | .95** |   | ,702 | 23,147 | .79** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   | TOTALS      | 1   | 34,33 | **4   |   | 158  | 33,8   | **4   |
|   |             | 55, | 6,974 | .53** |   | ,450 | 17,822 | .69** |
|   |             | 422 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+

**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                                       
                                  2002**                                                                      2001**                                                   

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

                                  **Voluntary**           **Involuntary**                                     **Voluntary**           **Involuntary**                  

                                                                                                                                                                       

  1          ***AMERICA WEST      14,663                  80                4,975,675      **0.16**           11,741                  148               4,212,736      **0.35**
             AIRLINES***                                                                                                                                               

                                                                                                                                                                       

  2          ***AMERICAN EAGLE    217                     9                 272,877        **0.33**           228                     4                 300,951        **0.13**
             AIRLINES***                                                                                                                                               

                                                                                                                                                                       

  3          ***AMERICAN          30,682                  1,184             21,069,812     **0.56**           24,591                  619               15,361,153     **0.40**
             AIRLINES***                                                                                                                                               

                                                                                                                                                                       

  4          ***CONTINENTAL       10,706                  552               8,431,318      **0.65**           21,404                  3,167             8,403,431      **3.77**
             AIRLINES***                                                                                                                                               

                                                                                                                                                                       

  5          ***US AIRWAYS***     25,647                  630               9,615,161      **0.66**           24,113                  497               10,798,123     **0.46**

                                                                                                                                                                       

  6          ***UNITED            39,021                  1,334             16,400,686     **0.81**           30,167                  867               14,202,740     **0.61**
             AIRLINES***                                                                                                                                               

                                                                                                                                                                       

  7          ***NORTHWEST         16,224                  911               11,163,224     **0.82**           17,630                  653               10,344,479     **0.63**
             AIRLINES***                                                                                                                                               

                                                                                                                                                                       

  8          ***ALASKA            4,919                   318               3,361,246      **0.95**           5,749                   289               3,014,471      **0.96**
             AIRLINES***                                                                                                                                               

                                                                                                                                                                       

  9          ***SOUTHWEST         22,530                  2,111             17,763,447     **1.19**           13,920                  1,840             17,186,342     **1.07**
             AIRLINES***                                                                                                                                               

                                                                                                                                                                       

  10         ***DELTA AIR         49,703                  3,799             21,267,637     **1.79**           42,710                  2,245             18,635,456     **1.20**
             LINES***                                                                                                                                                  

                                                                                                                                                                       

             ***TOTALS***^\*\*^   214,312                 10,928            114,321,083    **0.96**           192,253                 10,329            102,459,882    **1.01**
  ---------- -------------------- ----------------------- ----------------- -------------- --------------- -- ----------------------- ----------------- -------------- ---------------

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                                       
                                    2002**                                                                      2001**                                                   

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

                                    **Voluntary**           **Involuntary**                                     **Voluntary**           **Involuntary**                  

                                                                                                                                                                         

  1          ***AMERICAN EAGLE      1,103                   19                1,001,798      **0.19**           1,597                   73                1,684,776      **0.43**
             AIRLINES***^\*\*^                                                                                                                                           

                                                                                                                                                                         

  2          ***AMERICA WEST        52,593                  385               19,711,035     **0.20**           51,751                  752               19,835,068     **0.38**
             AIRLINES***                                                                                                                                                 

                                                                                                                                                                         

  3          ***AMERICAN            135,989                 2,650             86,792,674     **0.31**           128,557                 2,556             70,827,736     **0.36**
             AIRLINES***                                                                                                                                                 

                                                                                                                                                                         

  4          ***US AIRWAYS***       101,084                 1,526             43,978,481     **0.35**           89,702                  1,854             54,056,486     **0.34**

                                                                                                                                                                         

  5          ***NORTHWEST           76,878                  2,809             46,993,514     **0.60**           75,684                  2,210             48,839,895     **0.45**
             AIRLINES***                                                                                                                                                 

                                                                                                                                                                         

  6          ***UNITED AIRLINES***  112,673                 4,395             65,530,209     **0.69**           150,358                 6,366             68,923,774     **0.92**

                                                                                                                                                                         

  7          ***CONTINENTAL         46,771                  3,051             35,215,605     **0.87**           75,787                  5,766             38,152,917     **1.51**
             AIRLINES***                                                                                                                                                 

                                                                                                                                                                         

  8          ***SOUTHWEST           87,486                  7,928             72,462,123     **1.09**           77,209                  11,055            73,625,452     **1.50**
             AIRLINES***                                                                                                                                                 

                                                                                                                                                                         

  9          ***DELTA AIR LINES***  163,846                 9,222             83,386,595     **1.11**           178,400                 6,789             88,385,675     **0.77**

                                                                                                                                                                         

  10         ***ALASKA AIRLINES***  24,921                  1,657             14,132,047     **1.17**           31,671                  1,856             13,638,485     **1.36**

                                                                                                                                                                         

             ***TOTALS***^\*\*\*^   803,344                 33,642            467,204,981    **0.72**           860,716                 39,277            477,970,264    **0.82**
  ---------- ---------------------- ----------------------- ----------------- -------------- --------------- -- ----------------------- ----------------- -------------- ---------------

**[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.). Beginning with the October 2000 report,
"Animals" was added as a new category. A detailed explanation of each
category appears at the end of the report.

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

**Incident Date** - Table 4 shows the number of complaints against
individual U.S. airlines, listed alphabetically and broken down by the
percentage of complaints where the incident occurred in the most recent
month versus previous periods. (Table 4 data 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.

**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

  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------
                  **JANUARY                                           **JANUARY                             
                  2003**                                              2002**                                

                  COMPLAINTS   OPINIONS   COMPLIMENTS   INFO          COMPLAINTS   OPINIONS   COMPLIMENTS   INFO
                                                        REQUESTS                                            REQUESTS

                                                                                                            

  U.S. AIRLINES   532          64         3             54            844          55         8             25

  FOREIGN         125          1          0             3             151          0          0             3
  AIRLINES                                                                                                  

  TRAVEL AGENTS   21           0          0             0             44           0          0             0

  TOUR OPERATORS  2            1          0             1             11           0          0             0

  MISCELLANEOUS   12           13         0             21            15           16         1             2

  INDUSTRY TOTALS 692          79         3             79            1,065        71         9             30
  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^4]

  ----------------------- ----------------------- ------------------------------------------------ ---------------------------- -- ----------------------- ------------------------------ ----------------------------
                          JANUARY 2003                                                                                             JANUARY 2002                                           

                                                                                                                                                                                          

  [COMPLAINT              [RANKING]{.underline}   [COMPLAINTS]{.underline}[^5]^[\*]{.underline}^   [SUB-CATEGORY]{.underline}      [RANKING]{.underline}   [COMPLAINTS\*\*]{.underline}   [SUB-CATEGORY]{.underline}
  CATEGORY]{.underline}                                                                                                                                                                   

                                                                                                                                                                                          

  FLIGHT PROBLEMS         1                       141                                                                              1                       230                            

  DELAYS                                                                                           46                                                                                     101

  CANCELLATIONS                                                                                    40                                                                                     55

  MISCONNECTIONS                                                                                   18                                                                                     27

                                                                                                                                                                                          

  BAGGAGE                 2                       128                                                                              4                       169                            

                                                                                                                                                                                          

  CUSTOMER SERVICE        3                       108                                                                              2                       197                            

                                                                                                                                                                                          

  RES/TKTG/BOARDING       4                       89                                                                               6                       66                             

                                                                                                                                                                                          

  REFUNDS                 5                       71                                                                               3                       197                            

                                                                                                                                                                                          

  FARES                   6                       44                                                                               5                       70                             

                                                                                                                                                                                          

  OVERSALES               7                       41                                                                               7                       42                             

                                                                                                                                                                                          

  DISABILITY              8                       29                                                                               10                      25                             

                                                                                                                                                                                          

  OTHER                   9                       23                                                                               9                       29                             

  FREQUENT FLYER                                                                                   17                                                                                     10

                                                                                                                                                                                          

  DISCRIMINATION          10                      14                                                                               8                       33                             

                                                                                                                                                                                          

  ADVERTISING             11                      4                                                                                11                      7                              

                                                                                                                                                                                          

  ANIMALS                 12                      0                                                                                12                      0                              

                                                                                                                                                                                          

  COMPLAINT TOTAL                                 692                                                                                                      1,065                          
  ----------------------- ----------------------- ------------------------------------------------ ---------------------------- -- ----------------------- ------------------------------ ----------------------------

TABLE 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^6]

JANUARY 2003

<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: 7%" />
<col style="width: 6%" />
<col style="width: 4%" />
<col style="width: 5%" />
</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>DISCRIM-INATION</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>1</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>6</td>
</tr>
<tr class="even">
<td>ALLEGHENY AIRLINES</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</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>5</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>10</td>
<td>4</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>21</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>20</td>
<td>4</td>
<td>15</td>
<td>9</td>
<td>8</td>
<td>16</td>
<td>23</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>100</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE AIRLINES</td>
<td>8</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>14</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>2</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>11</td>
</tr>
<tr class="odd">
<td>ATLANTIC COAST AIRLINES</td>
<td>5</td>
<td>0</td>
<td>2</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>0</td>
<td>10</td>
</tr>
<tr class="even">
<td>CONTINENTAL AIRLINES</td>
<td>4</td>
<td>0</td>
<td>12</td>
<td>5</td>
<td>4</td>
<td>7</td>
<td>6</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>44</td>
</tr>
<tr class="odd">
<td>DELTA AIR LINES</td>
<td>10</td>
<td>5</td>
<td>12</td>
<td>7</td>
<td>12</td>
<td>16</td>
<td>10</td>
<td>7</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>6</td>
<td>87</td>
</tr>
<tr class="even">
<td>HAWAIIAN AIRLINES</td>
<td>2</td>
<td>0</td>
<td>1</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>NORTHWEST AIRLINES</td>
<td>7</td>
<td>4</td>
<td>5</td>
<td>3</td>
<td>3</td>
<td>10</td>
<td>9</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>46</td>
</tr>
<tr class="even">
<td>SKYWEST AIRLINES</td>
<td>4</td>
<td>1</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="odd">
<td>SOUTHWEST AIRLINES</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>5</td>
<td>4</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>16</td>
</tr>
<tr class="even">
<td>SPIRIT AIRLINES</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</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="odd">
<td>UNITED AIRLINES</td>
<td>7</td>
<td>2</td>
<td>7</td>
<td>0</td>
<td>3</td>
<td>10</td>
<td>13</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>46</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>6</td>
<td>1</td>
<td>1</td>
<td>8</td>
<td>2</td>
<td>6</td>
<td>4</td>
<td>4</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>35</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>28</td>
<td>4</td>
<td>8</td>
<td>0</td>
<td>8</td>
<td>9</td>
<td>7</td>
<td>4</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>71</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 JANUARY 2003</td>
<td>122</td>
<td>29</td>
<td>72</td>
<td>33</td>
<td>42</td>
<td>85</td>
<td>90</td>
<td>27</td>
<td>1</td>
<td>14</td>
<td>0</td>
<td>17</td>
<td>532</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>22.9</td>
<td>5.5</td>
<td>13.5</td>
<td>6.2</td>
<td>7.9</td>
<td>16.0</td>
<td>16.9</td>
<td>5.1</td>
<td>0.2</td>
<td>2.6</td>
<td>0</td>
<td>3.2</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 JANUARY 2002</td>
<td>202</td>
<td>33</td>
<td>51</td>
<td>58</td>
<td>135</td>
<td>122</td>
<td>165</td>
<td>25</td>
<td>6</td>
<td>29</td>
<td>0</td>
<td>18</td>
<td>844</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>23.9</td>
<td>3.9</td>
<td>6.0</td>
<td>6.9</td>
<td>16.0</td>
<td>14.5</td>
<td>19.5</td>
<td>3.0</td>
<td>0.7</td>
<td>3.4</td>
<td>0</td>
<td>2.1</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> AIRLINES ARE LISTED INDIVIDUALY 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

JANUARY 2003

<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>JAN.</p></td>
<td><p>INCI-DENTS IN</p>
<p>JAN.</p></td>
<td>PERCENT</td>
<td></td>
<td><p>INCI-DENTS IN</p>
<p>DEC.</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>6</td>
<td>2</td>
<td>33.3</td>
<td></td>
<td>2</td>
<td>33.3</td>
<td></td>
<td>2</td>
<td>33.3</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>ALLEGHENY AIRLINES</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="odd">
<td>AMERICA WEST AIRLINES</td>
<td>21</td>
<td>12</td>
<td>57.1</td>
<td></td>
<td>7</td>
<td>33.3</td>
<td></td>
<td>2</td>
<td>9.5</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>100</td>
<td>26</td>
<td>26.0</td>
<td></td>
<td>41</td>
<td>41.0</td>
<td></td>
<td>23</td>
<td>23.0</td>
<td></td>
<td>10</td>
<td>10.0</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE AIRLINES</td>
<td>14</td>
<td>3</td>
<td>21.4</td>
<td></td>
<td>7</td>
<td>50.0</td>
<td></td>
<td>4</td>
<td>28.6</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>11</td>
<td>7</td>
<td>63.6</td>
<td></td>
<td>1</td>
<td>9.1</td>
<td></td>
<td>3</td>
<td>27.3</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>ATLANTIC COAST AIRLINES</td>
<td>10</td>
<td>5</td>
<td>50.0</td>
<td></td>
<td>3</td>
<td>30.0</td>
<td></td>
<td>2</td>
<td>20.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>CONTINENTAL AIRLINES</td>
<td>44</td>
<td>11</td>
<td>25.0</td>
<td></td>
<td>14</td>
<td>31.8</td>
<td></td>
<td>12</td>
<td>27.3</td>
<td></td>
<td>7</td>
<td>15.9</td>
</tr>
<tr class="odd">
<td>DELTA AIR LINES</td>
<td>87</td>
<td>15</td>
<td>17.2</td>
<td></td>
<td>41</td>
<td>47.1</td>
<td></td>
<td>20</td>
<td>23.0</td>
<td></td>
<td>11</td>
<td>12.6</td>
</tr>
<tr class="even">
<td>HAWAIIAN AIRLINES</td>
<td>6</td>
<td>2</td>
<td>33.3</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>4</td>
<td>66.7</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>46</td>
<td>13</td>
<td>28.3</td>
<td></td>
<td>19</td>
<td>41.3</td>
<td></td>
<td>10</td>
<td>21.7</td>
<td></td>
<td>4</td>
<td>8.7</td>
</tr>
<tr class="even">
<td>SKYWEST AIRLINES</td>
<td>7</td>
<td>2</td>
<td>28.6</td>
<td></td>
<td>3</td>
<td>42.9</td>
<td></td>
<td>1</td>
<td>14.3</td>
<td></td>
<td>1</td>
<td>14.3</td>
</tr>
<tr class="odd">
<td>SOUTHWEST AIRLINES</td>
<td>16</td>
<td>6</td>
<td>37.5</td>
<td></td>
<td>6</td>
<td>37.5</td>
<td></td>
<td>2</td>
<td>12.5</td>
<td></td>
<td>2</td>
<td>12.5</td>
</tr>
<tr class="even">
<td>SPIRIT AIRLINES</td>
<td>7</td>
<td>2</td>
<td>28.6</td>
<td></td>
<td>2</td>
<td>28.6</td>
<td></td>
<td>3</td>
<td>42.9</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>46</td>
<td>22</td>
<td>47.8</td>
<td></td>
<td>14</td>
<td>30.4</td>
<td></td>
<td>7</td>
<td>15.2</td>
<td></td>
<td>3</td>
<td>6.5</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>35</td>
<td>6</td>
<td>17.1</td>
<td></td>
<td>14</td>
<td>40.0</td>
<td></td>
<td>11</td>
<td>31.4</td>
<td></td>
<td>4</td>
<td>11.4</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>71</td>
<td>15</td>
<td>21.1</td>
<td></td>
<td>34</td>
<td>47.9</td>
<td></td>
<td>16</td>
<td>22.5</td>
<td></td>
<td>6</td>
<td>8.5</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>532</td>
<td>153</td>
<td>28.8</td>
<td></td>
<td>209</td>
<td>39.3</td>
<td></td>
<td>122</td>
<td>22.9</td>
<td></td>
<td>48</td>
<td>9.0</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>844</td>
<td>184</td>
<td>21.8</td>
<td></td>
<td>204</td>
<td>24.2</td>
<td></td>
<td>376</td>
<td>44.5</td>
<td></td>
<td>80</td>
<td>9.5</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^\*\*^

JANUARY 2003

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

                                                                                                                                                                                        

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

  AEROCALIFORNIA                    0          0            2                   0       2         2         1          0             0              0                 0         1       8

  AIR CANADA                        0          1            0                   0       0         3         1          0             0              0                 0         0       5

  AIR FRANCE                        2          0            1                   0       0         0         1          1             0              0                 0         0       5

  AIR JAMAICA                       3          1            1                   0       0         4         1          0             0              0                 0         0       10

  BRITISH AIRWAYS                   5          0            1                   0       1         6         3          1             1              0                 0         0       18

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

  MEXICANA                          0          5            2                   2       0         0         1          0             0              0                 0         0       10

  TACA                              0          1            1                   1       2         3         0          0             0              0                 0         0       8

  VIRGIN ATLANTIC                   1          1            0                   0       1         0         3          0             0              0                 0         0       6

  OTHER FOREIGN AIRLINES            5          3            2                   5       6         21        3          0             0              0                 0         5       50

  TOTALS                            17         12           11                  8       12        40        16         2             1              0                 0         6       125

                                                                                                                                                                                        

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

  EXPEDIA.COM                       0          0            2                   0       3         0         0          0             0              0                 0         0       5

  OTHER TRAVEL AGENTS               1          0            2                   3       9         0         1          0             0              0                 0         0       16

  TOTALS                            1          0            4                   3       12        0         1          0             0              0                 0         0       21

                                                                                                                                                                                        

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

  OTHER TOUR OPERATORS              0          0            0                   0       1         0         0          0             1              0                 0         0       2

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

                                                                                                                                                                                        

  **[MISCELLANEOUS]{.underline}**                                                                                                                                                       

  OTHER MISCELLANEOUS               1          0            2                   0       3         3         1          0             1              0                 0         1       12

  TOTALS                            1          0            2                   0       3         3         1          0             1              0                 0         1       12

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 6

JANUARY

CONSUMER COMPLAINTS: RANKINGS

U.S. AIRLINES \*

<table>
<colgroup>
<col style="width: 6%" />
<col style="width: 14%" />
<col style="width: 3%" />
<col style="width: 11%" />
<col style="width: 13%" />
<col style="width: 12%" />
<col style="width: 1%" />
<col style="width: 11%" />
<col style="width: 14%" />
<col style="width: 11%" />
</colgroup>
<tbody>
<tr class="odd">
<td colspan="2"></td>
<td colspan="4"><strong>JANUARY 2003</strong></td>
<td></td>
<td colspan="3"><strong>JANUARY 2002</strong></td>
</tr>
<tr class="even">
<td></td>
<td colspan="2"></td>
<td></td>
<td></td>
<td><h1 id="complaints">COMPLAINTS</h1></td>
<td></td>
<td></td>
<td></td>
<td><h1 id="complaints-1">COMPLAINTS</h1></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"><h1 id="section-2"></h1></td>
<td><h1 id="section-3"></h1></td>
<td><h1 id="systemwide">SYSTEMWIDE</h1></td>
<td><h1 id="per-100000">PER 100,000</h1></td>
<td></td>
<td></td>
<td><h1 id="systemwide-1">SYSTEMWIDE</h1></td>
<td><h1 id="per-100000-1">PER 100,000</h1></td>
</tr>
<tr class="even">
<td><h1 id="rank-1">RANK</h1></td>
<td colspan="2"><h1 id="airline-1">AIRLINE</h1></td>
<td><h1 id="complaints-2">COMPLAINTS</h1></td>
<td><h1 id="enplanements">ENPLANEMENTS</h1></td>
<td><h1 id="enplanements-1">ENPLANEMENTS</h1></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
<td><h1 id="enplanements-2">ENPLANEMENTS</h1></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>1</td>
<td colspan="2"><em><strong>SOUTHWEST AIRLINES</strong></em></td>
<td>16</td>
<td>5,490,506</td>
<td><strong>0.29</strong></td>
<td></td>
<td>26</td>
<td>5,178,322</td>
<td><strong>0.50</strong></td>
</tr>
<tr class="odd">
<td>2</td>
<td colspan="2"><em><strong>ALASKA AIRLINES</strong></em></td>
<td>4</td>
<td>1,049,016</td>
<td><strong>0.38</strong></td>
<td></td>
<td>12</td>
<td>963,917</td>
<td><strong>1.24</strong></td>
</tr>
<tr class="even">
<td>3</td>
<td colspan="2"><em><strong>UNITED AIRLINES</strong></em></td>
<td>46</td>
<td>5,214,354</td>
<td><strong>0.88</strong></td>
<td></td>
<td>132</td>
<td>4,849,828</td>
<td><strong>2.72</strong></td>
</tr>
<tr class="odd">
<td>4</td>
<td colspan="2"><em><strong>NORTHWEST AIRLINES</strong></em></td>
<td>46</td>
<td>3,849,662</td>
<td><strong>1.19</strong></td>
<td></td>
<td>72</td>
<td>3,581,490</td>
<td><strong>2.01</strong></td>
</tr>
<tr class="even">
<td>5</td>
<td colspan="2"><em><strong>US AIRWAYS</strong></em></td>
<td>35</td>
<td>2,904,629</td>
<td><strong>1.20</strong></td>
<td></td>
<td>66</td>
<td>3,470,196</td>
<td><strong>1.90</strong></td>
</tr>
<tr class="odd">
<td>6</td>
<td colspan="2"><em><strong>DELTA AIR LINES</strong></em></td>
<td>87</td>
<td>6,779,411</td>
<td><strong>1.28</strong></td>
<td></td>
<td>139</td>
<td>6,473,273</td>
<td><strong>2.15</strong></td>
</tr>
<tr class="even">
<td>7</td>
<td colspan="2"><em><strong>AMERICA WEST AIRLINES</strong></em></td>
<td>21</td>
<td>1,475,951</td>
<td><strong>1.42</strong></td>
<td></td>
<td>30</td>
<td>1,301,711</td>
<td><strong>2.30</strong></td>
</tr>
<tr class="odd">
<td>8</td>
<td colspan="2"><em><strong>AMERICAN AIRLINES</strong></em></td>
<td>100</td>
<td>7,022,626</td>
<td><strong>1.42</strong></td>
<td></td>
<td>105</td>
<td>7,040,426</td>
<td><strong>1.49</strong></td>
</tr>
<tr class="even">
<td>9</td>
<td colspan="2"><em><strong>CONTINENTAL AIRLINES</strong></em></td>
<td>44</td>
<td>2,928,645</td>
<td><strong>1.50</strong></td>
<td></td>
<td>66</td>
<td>3,065,539</td>
<td><strong>2.15</strong></td>
</tr>
<tr class="odd">
<td>10</td>
<td colspan="2"><em><strong>AMERICAN EAGLE AIRLINES</strong></em></td>
<td>14</td>
<td>838,584</td>
<td><strong>1.67</strong></td>
<td></td>
<td>5</td>
<td>853,198</td>
<td><strong>0.59</strong></td>
</tr>
<tr class="even">
<td></td>
<td colspan="2"><strong>TOTAL</strong></td>
<td><strong>413</strong></td>
<td><strong>37,553,384</strong></td>
<td><strong>1.10</strong></td>
<td></td>
<td><strong>653</strong></td>
<td><strong>36,777,900</strong></td>
<td><strong>1.78</strong></td>
</tr>
</tbody>
</table>

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.

**Discrimination:** Civil rights complaints by air travelers (other than
disability); for example: complaints based on race, national origin,
religion, etc.

**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 *Air Travel Consumer Report* issued in
May 2002, "Discrimination" has been added as a new category.

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

NAS/PLH 03-2003

[^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.

    ^\*\*^ Trans World Airlines (TWA) ceased operating December 2001.
    Totals for October-December 2001 reflect the deletion of TWA's data
    for that 3-month period.

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

    ^\*\*^ American Eagle Airlines incorrectly reported to DOT its
    oversales data for the 2nd quarter of 2002. Therefore, the
    January-December data reflect a correction of that quarter's data.

    ^\*\*\*^ Trans World Airlines (TWA) ceased operating December 2001.
    Totals for January-December 2001 reflect the deletion of TWA's data
    for that 12-month period.

[^4]: ^\*^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS
    THIS SECTION.

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

[^6]: ^\*^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS
    THIS SECTION.

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

    ^\*\*^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS
    THIS SECTION.