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

# 

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

+---------------------------+------------------------------------------+
| >                         | **Issued: DECEMBER 2002**                |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays October 2002             |
|                           | >                                        |
|                           | > 12 Months Ending October 2002          |
|                           | >                                        |
|                           | > Mishandled Baggage October 2002        |
|                           | >                                        |
|                           | > Oversales 3rd Quarter 2002             |
|                           | >                                        |
|                           | > January-September 2002                 |
|                           | >                                        |
|                           | > Consumer Complaints October 2002       |
|                           | >                                        |
|                           | > (Includes Disability and Other         |
|                           | >                                        |
|                           | > Discrimination Complaints)             |
+---------------------------+------------------------------------------+

> ***Office of Aviation Enforcement and Proceedings***
>
> *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. The
report is designed to assist consumers with information on the quality
of services provided by the airlines.

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

The report normally is released by the end of the first week of each
month. The report is available via the Internet at
*http://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.
(Aloha Airlines reported data voluntarily for the period October 2000
through October 2001; TWA ceased operating in December 2001.)

The rule requires carriers to currently report on operations to and from
the 32 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, 5 (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 4 (Alaska, America West,
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 32 \"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"}

OCTOBER 2002

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER\*

AT 32 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/ 31 88.1 83 88.0

US AIRWAYS S/ 27 87.7 67 87.9

AMERICAN S/ 32 87.5 93 87.5

NORTHWEST S/ 32 86.6 110 86.4

SOUTHWEST S/ 15 83.4 59 82.6

AMERICA WEST S/ 27 82.0 52 82.4

DELTA S/ 32 82.3 108 82.1

ALASKA S/ 13 81.0 41 80.2

AMERICAN EAGLE S/ 19 81.2 101 79.6

CONTINENTAL S/ 30 78.4 76 78.4

TOTAL 84.7 84.2

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.

OCTOBER 2002

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

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

CARRIER\* 10-12 2001 01-03 2002 04-06 2002 07-09 2002 08 2002 09 2002 10
2002 10 2002 09 1987 - 10 2002

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

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

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

> ALASKA 73.7 (11) 75.3 (10) 79.1 (8) 79.2 (10) 76.0 (10) 85.1 (9) 80.2
> (8) 77.3 (10) 75.8 (8)
>
> ALOHA 79.9 \-\-- \-\-- \-\-- \-\-- \-\-- \-\-- \-\-- \-\-- \-\-- \-\--
> \-\-- \-\-- \-\-- \-\-- \-\-- \-\-- \-\--
>
> AMERICA WEST 85.2 (3) 86.4 (1) 84.2 (2) 81.7 (8) 82.7 (5) 83.9 (10)
> 82.4 (6) 84.2 (1) 78.5 (5)
>
> AMERICAN 81.8 (8) 83.2 (4) 82.6 (3) 84.3 (3) 83.5 (3) 89.7 (3) 87.5
> (3) 83.6 (3) 78.9 (3)
>
> AMERICAN EAGLE 81.6 (9) 79.8 (7) 78.8 (10) 80.4 (9) 79.7 (9) 85.6 (8)
> 79.6 (9) 79.8 (9) 73.7 (10)
>
> CONTINENTAL 85.8 (2) 85.1 (2) 85.2 (1) 84.0 (4) 83.3 (4) 86.2 (7) 78.4
> (10) 84.2 (2) 78.7 (4)
>
> DELTA 86.2 (1) 77.4 (8) 78.8 (9) 83.0 (5) 84.6 (2) 86.2 (6) 82.1 (7)
> 80.7 (7) 77.5 (7)
>
> NORTHWEST 82.3 (7) 76.9 (9) 79.6 (7) 82.0 (7) 81.8 (7) 87.0 (5) 86.4
> (4) 80.5 (8) 79.7 (2)
>
> SOUTHWEST 84.4 (5) 83.8 (3) 82.1 (5) 82.6 (6) 81.5 (8) 88.6 (4) 82.6
> (5) 82.8 (6) 82.3 (1)
>
> TWA 84.0 (6) \-\-- \-\-- \-\-- \-\-- \-\-- \-\-- \-\-- \-\-- \-\--
> \-\-- \-\-- \-\-- \-\-- \-\-- \-\-- \-\--
>
> UNITED 79.9 (10) 82.2 (5) 82.5 (4) 85.0 (2) 82.3 (6) 89.8 (2) 88.0 (1)
> 83.1 (5) 75.5 (9)
>
> US AIRWAYS 84.6 (4) 81.3 (6) 81.0 (6) 86.6 (1) 85.9 (1) 90.9 (1) 87.9
> (2) 83.4 (4) 78.4 (6)
>
> T O T A L 83.2 81.3 81.3 83.3 82.6 88.0 84.2 82.2 78.4

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

\* All U.S. airlines with at least one percent of total domestic
scheduled-service passenger revenues, plus other carriers that report
voluntarily. Aloha Airlines reported

data voluntarily each month from October 2000 through October 2001.
American Eagle reporting effective January 2001. TWA ceased operating
December 2001.

#  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.

The ranking columns in this table that include September 2001 data (12
months ending October 2002, and Database to Date) reflect data submitted
by the carriers to BTS for the entire month of September. The flight
delay data for the period September 1-10 only was the basis for the
September rankings in the ATCR's issued in November and December 2001
and January 2002.

OCTOBER 2002

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 785 74.6 1508 92.0 642 93.8 292 92.5 92 91.3 1022 90.6 755 88.9
> 13131 87.6
>
> AS H/ 31 93.5 H/ H/ H/ 31 77.4 93 77.4 H/
>
> CO 396 58.3 599 86.3 263 76.8 H/ H/ 392 83.9 352 73.3 389 68.6
>
> DL 16600 74.0 1764 93.8 429 86.7 186 76.3 4682 91.6 1129 91.7 553 83.9
> 2715 82.5
>
> HP 155 74.2 155 92.3 180 84.4 H/ H/ 119 86.6 328 82.9 210 84.3
>
> MQ H/ 2313 73.6 356 77.0 124 75.0 210 80.0 874 81.9 H/ 6313 82.1
>
> NW 500 72.6 421 92.2 339 88.8 232 87.9 31 77.4 578 88.2 387 76.5 466
> 74.5
>
> UA 444 77.0 1022 92.8 451 90.9 146 89.0 181 90.1 431 91.9 7447 91.6
> 657 83.9
>
> US 554 67.9 1762 93.9 476 89.7 7697 86.9 H/ 1956 95.4 231 77.5 355
> 73.2
>
> WN H/ H/ 4200 89.0 H/ H/ H/ H/ H/

TOTAL 19434 73.6 9575 88.0 7336 88.3 8677 86.8 5196 91.0 6532 90.4 10146
89.0 24236 84.7

ARRIVAL AIRPORT

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

DTW EWR FLL IAD IAH JFK LAS LAX

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

\# 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 599 89.3 963 88.6 621 90.8 484 91.7 635 78.1 1332 89.5 829 84.9
> 2877 80.6
>
> AS H/ 4 75.0 H/ 62 91.9 H/ H/ 370 83.5 575 82.1
>
> CO 286 74.8 4886 86.1 333 72.4 85 74.1 7905 78.1 58 89.7 487 67.6 575
> 69.6
>
> DL 244 85.7 705 86.1 1182 87.2 470 86.8 248 66.5 1017 89.3 620 78.5
> 1083 82.7
>
> HP 155 86.5 182 85.2 62 71.0 H/ 151 80.1 273 80.6 2360 80.3 527 81.0
>
> MQ 157 57.3 313 69.0 42 78.6 248 87.1 H/ 1192 82.0 H/ 2267 88.5
>
> NW 9263 92.2 571 83.9 154 87.0 213 90.1 395 69.6 93 86.0 345 79.1 543
> 78.6
>
> UA 362 87.8 758 88.4 77 80.5 1983 93.2 359 76.3 504 94.4 955 87.5 3278
> 87.7
>
> US 247 89.5 363 89.0 387 88.1 122 93.4 307 77.9 H/ 195 75.4 319 68.0
>
> WN 526 82.3 H/ 1074 84.1 H/ 169 69.8 H/ 5171 81.0 3546 82.4

TOTAL 11839 90.3 8745 85.9 3932 85.3 3667 91.2 10169 77.3 4469 87.4
11332 80.9 15590 83.2

OCTOBER 2002

AIR TRAVEL CONSUMER REPORT

TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON
TIME D/

BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

LGA MCO MDW MIA MSP ORD PDX PHL

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

\# 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 1964 87.0 986 88.2 228 89.0 3118 88.9 773 84.7 9208 87.2 248 85.9
> 875 89.3
>
> AS H/ H/ H/ H/ H/ 31 87.1 1317 88.2 H/
>
> CO 336 85.1 463 78.2 108 81.5 321 72.9 237 84.8 510 79.0 93 80.6 147
> 74.8
>
> DL 2078 91.9 1620 87.4 124 67.7 310 80.0 341 74.8 581 81.2 406 89.4
> 488 81.6
>
> HP H/ 124 84.7 H/ 62 90.3 167 79.6 244 78.7 186 76.9 186 88.7
>
> MQ 1251 76.9 H/ H/ H/ H/ 5549 82.8 H/ 313 59.4
>
> NW 609 85.4 404 83.2 383 83.8 162 85.2 9804 87.0 798 79.4 181 86.2 509
> 84.3
>
> UA 607 86.7 547 87.0 H/ 403 91.6 610 85.4 11762 87.7 787 87.7 679 89.0
>
> US 1463 92.8 688 85.0 H/ 301 88.4 239 89.1 606 77.6 H/ 5959 87.7
>
> WN H/ 1809 86.6 3883 85.1 H/ H/ H/ 1040 86.0 H/

TOTAL 8308 87.5 6641 86.1 4726 84.6 4677 87.3 12171 86.3 29289 85.8 4258
86.8 9156 86.3

ARRIVAL AIRPORT

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

PHX PIT SAN SEA SFO SLC STL TPA

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

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

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

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

> AA 581 80.9 120 96.7 843 83.7 647 83.3 1146 79.5 248 91.1 7545 90.9
> 658 90.0
>
> AS 295 80.3 H/ 361 86.1 3756 77.9 484 76.7 H/ H/ H/
>
> CO 333 68.2 81 82.7 244 56.6 306 75.8 405 63.2 62 71.0 27 81.5 368
> 73.6
>
> DL 402 78.9 182 81.3 461 79.2 526 86.9 583 74.6 3707 87.9 186 79.6
> 1143 87.5
>
> HP 6545 84.0 10 90.0 303 81.5 278 61.9 335 67.5 151 86.1 62 82.3 93
> 83.9
>
> MQ 278 78.1 270 76.7 805 90.4 H/ 178 79.2 H/ H/ H/
>
> NW 341 75.7 146 84.9 217 67.3 401 78.8 341 71.3 93 82.8 347 85.9 252
> 81.3
>
> UA 641 83.8 182 89.6 812 83.3 1170 86.3 4770 84.2 403 85.6 302 87.7
> 284 86.6
>
> US 217 74.7 4954 91.9 165 71.5 200 79.5 300 72.0 H/ 137 90.5 527 86.5
>
> WN 5437 80.3 H/ 2411 81.0 1191 82.5 H/ 1186 82.7 2192 83.4 1741 84.8

TOTAL 15070 81.5 5945 90.6 6622 81.4 8475 80.2 8542 79.8 5850 86.5 10798
88.9 5066 85.4

OCTOBER 2002

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 IAD IAH JFK LAS
LAX LGA MCO

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

600 - 659 AM 91.8 88.4 94.9 97.7 100.0 J/ 100.0 92.9 91.9 93.9 83.9 93.3
95.4 95.5 100.0 94.5 J/ J/

700 - 759 AM 95.5 90.4 93.0 90.5 98.9 96.7 94.7 90.6 92.5 94.1 73.6 91.1
92.4 86.0 96.0 94.9 90.1 94.1

800 - 859 AM 79.1 86.4 94.4 97.8 94.7 94.9 89.2 88.7 95.3 91.1 96.6 93.3
80.1 90.3 92.8 90.5 89.7 93.0

900 - 959 AM 83.8 93.3 96.9 71.3 97.4 93.1 92.3 85.2 91.6 92.3 97.6 89.5
81.6 90.8 91.4 88.6 92.9 92.0

1000 - 1059 AM 83.4 90.6 96.4 91.1 96.7 88.1 88.2 86.1 92.9 93.0 92.2
94.6 72.6 90.3 76.4 84.3 87.7 89.4

1100 - 1159 AM 83.1 85.6 90.7 93.4 88.4 90.9 95.4 84.5 90.1 92.2 92.2
94.5 68.3 90.3 82.8 84.0 90.3 91.9

1200 - 1259 PM 82.5 93.6 90.7 92.8 90.3 92.9 88.5 79.2 94.0 89.4 88.2
90.3 83.6 93.5 79.7 83.3 89.6 83.2

100 - 159 PM 83.3 88.3 92.6 90.2 93.9 95.3 90.3 89.9 88.0 85.6 87.0 93.4
76.4 89.2 80.0 85.5 89.2 93.9

200 - 259 PM 81.9 88.6 92.7 91.3 92.6 93.1 90.6 82.7 93.1 86.9 87.5 96.1
82.0 84.9 83.1 82.7 88.0 92.8

300 - 359 PM 71.5 87.2 87.9 94.3 92.6 91.2 86.5 83.6 89.9 86.2 89.7 90.9
81.8 91.9 81.1 84.7 88.3 86.4

400 - 459 PM 58.6 87.8 90.2 84.8 78.5 87.0 86.1 84.8 88.8 82.6 80.3 90.0
73.9 86.3 76.6 84.1 87.2 86.3

500 - 559 PM 61.1 83.9 84.5 82.0 90.9 89.2 89.0 83.1 87.8 86.8 89.7 86.0
72.6 81.5 74.5 78.1 85.6 84.0

600 - 659 PM 65.2 82.7 82.1 88.3 89.9 89.2 82.1 81.9 87.4 78.8 84.6 96.2
75.2 85.7 76.7 78.8 85.9 80.9

700 - 759 PM 60.5 84.8 78.8 88.1 86.1 88.3 90.3 81.3 85.9 75.0 81.0 90.7
74.0 87.9 79.5 78.8 85.0 79.6

800 - 859 PM 66.3 90.2 79.2 81.7 78.9 86.1 87.7 81.8 89.9 84.3 81.1 88.8
86.0 79.2 73.1 79.4 82.7 81.7

900 - 959 PM 60.1 85.4 84.3 85.2 89.0 89.8 86.3 81.9 86.1 83.2 85.1 91.8
75.8 89.0 75.3 76.9 85.2 82.2

1000 - 1059 PM 70.4 92.1 87.2 83.7 91.4 88.1 89.4 84.4 83.9 85.5 70.9
86.1 76.0 88.4 81.6 78.6 87.5 80.6

1100 - 559 AM 85.6 90.9 90.5 89.4 87.5 87.7 85.3 89.5 92.3 88.9 78.2
90.4 83.1 91.2 84.1 87.3 88.1 82.6

TOTAL, ALL ARRIVALS,

BY AIRPORT 73.6 88.0 88.3 86.8 91.0 90.4 89.0 84.7 90.3 85.9 85.3 91.2
77.3 87.4 80.9 83.2 87.5 86.1

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 98.1 94.1 95.6 93.1 J/ 93.1 90.4 94.0 100.0 84.5 88.9 J/
94.8 91.2 93.2

700 - 759 AM 90.2 92.0 94.9 90.2 94.3 95.9 95.6 95.5 92.6 89.3 90.9 94.7
94.3 100.0 92.6

800 - 859 AM 91.3 96.8 93.6 91.8 96.7 84.4 90.1 91.9 94.4 86.1 90.2 94.6
90.3 98.3 89.5

900 - 959 AM 93.6 89.4 91.7 84.8 94.8 84.1 84.8 97.0 89.8 87.0 85.7 93.7
91.0 98.2 87.9

1000 - 1059 AM 89.6 93.5 89.8 89.6 91.6 87.5 81.5 94.6 84.3 86.8 72.6
90.2 94.6 90.4 86.6

1100 - 1159 AM 90.9 85.1 91.4 88.6 92.4 85.6 85.2 92.3 83.5 82.6 69.8
89.2 86.1 90.6 86.6

1200 - 1259 PM 87.0 89.4 92.2 87.7 90.6 89.6 82.7 92.1 80.3 83.8 69.0
91.3 91.3 88.7 86.5

100 - 159 PM 86.9 88.3 86.6 84.9 87.4 87.0 80.8 95.3 79.6 78.4 83.7 87.5
93.8 88.1 86.6

200 - 259 PM 85.7 90.0 88.1 83.4 81.9 89.8 75.8 92.8 81.4 83.4 82.9 89.2
88.2 87.7 86.2

300 - 359 PM 84.5 89.1 85.8 83.4 83.5 85.8 80.9 93.4 82.7 82.5 84.8 89.2
94.6 83.6 85.6

400 - 459 PM 77.0 90.8 80.4 86.7 84.4 90.6 80.6 92.9 80.4 76.3 84.6 83.5
84.2 82.0 82.7

500 - 559 PM 84.6 85.1 83.5 84.7 82.8 83.5 78.1 91.8 81.5 77.8 82.1 80.1
86.9 82.8 82.1

600 - 659 PM 78.6 85.5 74.9 80.5 81.9 80.4 75.7 85.7 76.4 76.6 80.3 85.3
87.1 83.4 80.9

700 - 759 PM 75.0 82.5 83.1 80.6 83.1 75.8 79.5 89.2 74.3 72.1 73.1 82.6
88.3 82.5 79.7

800 - 859 PM 78.4 86.3 68.4 82.9 87.5 82.2 80.5 81.6 79.0 76.6 81.6 81.8
85.7 80.7 80.9

900 - 959 PM 74.5 85.2 88.0 85.2 79.8 84.6 75.3 86.4 72.4 77.3 77.2 79.8
81.1 84.5 81.0

1000 - 1059 PM 86.6 82.4 90.3 87.1 83.5 89.7 75.6 78.9 79.4 78.1 78.1
73.8 86.9 75.2 81.8

1100 - 559 AM 83.5 83.8 88.9 92.8 85.3 91.3 79.6 91.8 88.0 80.1 88.0
67.0 98.2 83.9 87.4

TOTAL, ALL ARRIVALS,

BY AIRPORT 84.6 87.3 86.3 85.8 86.8 86.3 81.5 90.6 81.4 80.2 79.8 86.5
88.9 85.4 84.7

OCTOBER 2002

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 IAD IAH JFK
LAS LAX LGA MCO

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

600 - 659 AM 96.6 97.6 95.6 97.1 100.0 96.1 96.4 94.3 91.2 96.4 98.5
94.6 94.7 88.7 95.5 94.4 96.4 97.1

700 - 759 AM 96.1 94.1 95.6 97.2 94.6 96.9 96.9 93.9 96.0 94.8 97.4 95.3
95.5 96.0 94.9 94.6 95.8 94.6

800 - 859 AM 95.6 89.5 91.9 91.7 96.8 94.7 96.2 90.7 92.0 94.8 95.2 96.4
91.8 93.1 91.4 92.9 92.6 97.8

900 - 959 AM 86.3 88.4 93.3 95.3 95.2 95.0 93.3 89.8 92.6 95.1 93.8 94.7
89.4 95.2 91.6 86.9 90.9 95.3

1000 - 1059 AM 89.7 90.7 91.8 84.7 94.9 94.7 92.9 91.0 90.2 90.3 97.7
89.0 86.8 89.9 84.9 86.9 93.1 94.7

1100 - 1159 AM 87.9 89.5 91.3 87.5 96.0 93.9 92.1 88.4 89.7 93.2 93.1
93.5 81.6 94.7 78.8 84.4 92.2 91.7

1200 - 1259 PM 87.9 86.7 86.8 93.3 93.5 93.3 94.2 87.7 89.6 92.3 91.5
95.3 86.1 93.9 82.0 86.2 89.3 92.2

100 - 159 PM 89.7 88.2 87.0 97.4 88.7 94.5 92.9 83.7 88.5 88.8 89.6 91.5
89.5 90.2 81.4 83.2 87.9 90.7

200 - 259 PM 89.0 86.0 85.0 90.6 90.0 93.7 92.3 88.2 85.9 85.8 85.1 88.1
86.1 89.3 81.4 85.8 89.8 88.5

300 - 359 PM 85.8 88.4 82.6 92.4 91.8 90.8 90.1 85.9 87.7 84.1 84.8 92.7
85.0 87.2 80.4 83.9 86.2 90.3

400 - 459 PM 80.1 86.5 81.9 91.5 91.9 87.8 88.7 81.6 83.5 83.3 84.4 81.6
87.7 89.9 75.8 85.3 89.2 82.9

500 - 559 PM 72.5 83.1 80.6 88.1 75.8 90.7 89.3 85.8 87.8 84.4 82.1 90.5
77.9 86.5 75.4 80.8 87.7 86.9

600 - 659 PM 68.6 81.8 81.4 88.9 84.0 93.3 89.6 80.6 76.0 84.4 79.5 90.1
84.1 85.0 77.6 83.9 86.9 81.5

700 - 759 PM 67.8 86.8 73.5 90.6 91.8 92.9 88.9 84.6 86.1 80.5 85.2 87.3
81.5 82.4 74.1 79.2 86.8 83.1

800 - 859 PM 70.2 84.6 78.9 90.8 87.4 92.7 90.6 85.8 79.9 84.0 87.2 82.8
86.1 75.4 75.8 84.3 84.7 82.4

900 - 959 PM 66.9 83.3 75.0 88.3 92.7 88.7 88.8 85.6 89.4 J/ 77.8 93.1
93.2 87.6 74.4 81.1 81.1 79.1

1000 - 1059 PM 68.8 67.7 71.2 95.6 93.9 J/ J/ 87.5 J/ J/ J/ J/ 100.0
87.1 78.8 90.7 J/ J/

1100 - 559 AM 74.2 93.7 96.8 J/ J/ J/ J/ 93.5 J/ 97.0 94.1 J/ J/ J/ 86.9
95.8 J/ 97.4

TOTAL, ALL DEPARTURES,

BY AIRPORT 82.0 88.2 86.2 90.6 92.1 93.2 92.1 87.5 88.5 89.2 89.6 92.0
86.5 88.9 82.9 87.2 90.1 89.8

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 96.9 94.6 91.5 95.4 94.3 93.4 95.4 97.2 95.2 94.5 96.8 93.9
96.6 96.1 95.3

700 - 759 AM 95.0 94.6 91.8 95.1 95.7 94.6 92.4 93.9 94.2 91.1 96.8 97.2
95.7 97.2 94.7

800 - 859 AM 89.2 95.8 96.3 92.8 90.4 93.1 90.1 96.0 90.2 89.9 94.2 95.4
95.2 96.6 93.1

900 - 959 AM 87.9 96.8 91.8 91.3 88.2 87.6 84.5 94.4 89.9 89.1 93.3 97.6
94.0 96.4 91.0

1000 - 1059 AM 86.9 96.0 86.6 92.1 86.1 85.7 81.3 91.9 89.7 88.9 90.5
94.1 94.7 92.2 89.8

1100 - 1159 AM 88.7 94.7 90.4 90.9 91.1 91.1 78.9 94.5 88.5 86.6 84.8
90.4 88.8 94.0 88.6

1200 - 1259 PM 81.8 91.9 90.7 90.3 91.8 88.1 81.1 95.9 81.2 85.0 84.4
93.9 93.0 93.2 88.8

100 - 159 PM 78.0 89.2 88.5 88.3 91.0 91.2 79.6 91.5 86.1 85.2 85.7 90.8
91.3 90.5 87.7

200 - 259 PM 68.2 86.4 87.3 85.3 89.5 85.8 78.7 89.4 82.4 81.5 89.5 89.3
84.6 83.5 86.6

300 - 359 PM 74.4 87.6 88.5 82.5 86.9 88.3 70.0 89.9 83.5 79.1 90.7 92.1
91.6 84.5 85.6

400 - 459 PM 70.9 84.8 84.7 85.0 86.7 86.9 79.5 88.4 83.5 83.6 91.2 89.8
92.8 82.0 85.0

500 - 559 PM 62.7 85.7 87.4 86.2 88.6 83.6 78.9 91.0 80.4 74.7 84.6 88.3
83.0 73.4 83.3

600 - 659 PM 66.7 83.2 83.6 86.2 81.1 82.8 78.5 89.0 87.6 77.3 89.3 85.5
91.0 83.2 83.3

700 - 759 PM 73.8 88.7 87.1 84.7 77.5 81.8 78.5 84.8 75.8 74.3 88.2 82.3
90.1 90.2 83.6

800 - 859 PM 62.2 81.0 85.3 83.8 80.6 78.0 76.9 90.0 70.1 74.3 83.9 86.8
89.8 82.3 81.8

900 - 959 PM 66.7 J/ 89.5 89.8 85.9 84.8 83.1 87.5 85.9 81.5 93.0 84.3
91.3 70.4 84.5

1000 - 1059 PM J/ J/ 89.9 88.9 100.0 90.1 87.1 89.5 92.2 89.9 92.9 92.8
87.0 85.2 87.5

1100 - 559 AM J/ J/ 94.4 J/ 90.3 95.2 93.4 97.2 96.7 94.7 96.1 100.0 J/
100.0 91.3

TOTAL, ALL DEPARTURES,

BY AIRPORT 78.9 90.7 88.7 88.4 89.1 87.7 81.9 91.5 86.3 85.5 90.4 91.3
91.9 89.7 87.8

OCTOBER 2002

> 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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> WN 2452 MDW-MCI 1855 22 90.91 52 39
>
> MQ 4457 LGA-RDU 830 23 86.96 46 35
>
> WN 2452 DTW-MDW 1830 22 86.36 44 32
>
> MQ 4449 LGA-DTW 1810 27 81.48 36 25
>
> DL 175 ATL-DFW 1910 31 80.65 35 22
>
> OCTOBER 2002
>
> 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
>
> \-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-- \-\-\-\-\-\-\-\-\--
>
> CONTINENTAL 924 3 0.3
>
> SOUTHWEST 2,776 5 0.2
>
> AMERICAN EAGLE 1,289 3 0.2
>
> AMERICA WEST 564 1 0.2
>
> DELTA 1,982 2 0.1
>
> NORTHWEST 1,436 2 0.1
>
> US AIRWAYS 1,277 1 0.1
>
> AMERICAN 2,367 0 0.0
>
> UNITED 1,709 0 0.0
>
> ALASKA 434 0 0.0
>
> TOTAL 14,758 17 0.1
>
> OCTOBER 2002
>
> 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) 82.2 92.9 213 212 EL PASO TX (ELP) 80.0 85.0 1,821
> 1,821
>
> AGUADILLA P.R. (BQN) 94.1 83.3 17 18 EUGENE OR (EUG) 91.9 86.2 123 123
>
> AKRON/CANTON OH. (CAK) 90.3 77.4 31 31 EVANSVILLE IN. (EVV) 82.1 87.4
> 151 151
>
> ALBANY N.Y. (ALB) 86.8 90.5 1,192 1,193 FAIRBANKS AK (FAI) 79.2 84.0
> 433 432
>
> ALBUQUERQUE N.M (ABQ) 81.8 86.7 3,036 3,036 FARGO N.D. (FAR) 77.0 94.8
> 213 213
>
> ALLENTOWN PA(ABE) 90.2 96.6 173 174 FAYETTEVILLE ARKANSAS REG (XNA)
> 73.7 79.4 433 433
>
> AMARILLO TX (AMA) 73.7 80.4 574 572 FLINT MI. (FNT) 84.9 94.1 119 119
>
> ANCHORAGE AK (ANC) 70.5 81.1 1,560 1,560 FRESNO CA (FAT) 84.1 92.6 296
> 296
>
> ATLANTA GA (ATL) 73.6 82.0 19,432 19,434 FT. LAUDERDALE FL. (FLL) 85.3
> 89.6 3,927 3,932
>
> AUSTIN TX (AUS) 80.2 87.0 3,396 3,397 FT. MYERS FL. (RSW) 82.0 90.8
> 815 812
>
> BALTIMORE MD (BWI) 88.3 86.2 7,337 7,336 FT. SMITH AR (FSM) 88.3 92.1
> 240 240
>
> BANGOR ME (BGR) 71.5 70.7 260 263 FT. WAYNE IN (FWA) 84.8 89.1 191 192
>
> BARROW AK (BRW) 88.7 88.7 62 62 GRAND FORKS N.D. (GFK) 84.8 89.6 66 67
>
> BATON ROUGE LA. (BTR) 72.1 77.9 298 298 GRAND RAPIDS MI. (GRR) 83.7
> 92.0 846 845
>
> BETHEL AK. (BET) 73.3 73.3 120 120 GREAT FALLS MT. (GTF) 91.9 93.7 160
> 159
>
> BILLINGS MT. (BIL) 86.0 95.0 222 221 GREEN BAY WI (GRB) 83.8 92.5 364
> 362
>
> BIRMINGHAM AL (BHM) 81.4 84.9 1,482 1,483 GREENSBORO/HIGH PT. N.C.
> (GSO) 81.0 87.8 859 858
>
> BISMARCK N.D. (BIS) 83.3 94.2 120 120 GREENVILLE/SPARTBG. S.C. (GSP)
> 76.9 86.3 399 400
>
> BLOOMINGTON IL (BMI) 91.4 91.4 93 93 GULFPORT/BILOXI MS. (GPT) 81.7
> 92.5 93 93
>
> BOISE ID (BOI) 83.8 90.8 980 980 HARLINGEN TX(HRL) 73.1 74.4 360 360
>
> BOSTON MA (BOS) 88.0 88.2 9,581 9,575 HARRISBURG PA (MDT) 90.5 93.2
> 514 514
>
> BOZEMAN MT. (BZN) 92.7 98.4 124 124 HARTFORD CT./SPGFLD MA. (BDL) 90.9
> 92.5 2,769 2,771
>
> BUFFALO N.Y (BUF) 86.7 90.7 1,320 1,317 HELENA MT. (HLN) 95.2 95.2 62
> 63
>
> BURBANK CA (BUR) 81.8 83.4 2,248 2,248 HONOLULU OAHU HI(HNL) 78.7 94.0
> 910 910
>
> BURLINGTON VT (BTV) 84.2 93.2 279 279 HOUSTON TX (HOU) 77.3 72.7 4,755
> 4,755
>
> CEDAR RAPIDS/IOWA CTY IA. (CID) 80.8 91.6 407 405 HOUSTON TX (IAH)
> 77.3 86.5 10,165 10,169
>
> CHAMPAIGN(CMI) 80.1 91.4 151 151 HUNTSVILLE/DECATUR AL. (HSV) 85.1
> 87.1 302 302
>
> CHARLESTON S.C (CHS) 80.6 87.1 371 371 INDIANAPOLIS IN. (IND) 85.8
> 90.6 2,785 2,782
>
> CHARLOTTE N.C. (CLT) 86.8 90.6 8,672 8,677 INDIO/PALM SPRINGS CA (PSP)
> 86.6 90.0 439 439
>
> CHATTANOOGA TN. (CHA) 70.7 84.5 58 58 ISLIP/LONG IS. N.Y. (ISP) 88.4
> 88.9 906 906
>
> CHICAGO IL (ORD) 85.8 88.4 29,298 29,289 JACKSON WY. (JAC) 71.4 60.0 7
> 5
>
> CHICAGO IL. (MDW) 84.6 78.9 4,726 4,726 JACKSON/VICKSBURG MS. (JAN)
> 74.7 78.2 616 615
>
> CINCINNATI OH (CVG) 91.0 92.1 5,197 5,196 JACKSONVILLE FL. (JAX) 83.9
> 89.1 1,935 1,938
>
> CLEVELAND OH (CLE) 85.7 90.6 3,607 3,607 JUNEAU AK. (JNU) 63.8 60.4
> 337 336
>
> COLLEGE STATION TX (CLL) 83.3 92.8 209 208 KAHULUI(OGG) 86.0 92.9 308
> 308
>
> COLORADO SPRINGS CO. (COS) 86.7 94.6 645 644 KALAMAZOO MI. (AZO) 80.6
> 92.5 186 186
>
> COLUMBIA S.C (CAE) 83.9 78.2 124 124 KALISPELL MT (FCA) 89.4 94.3 123
> 123
>
> COLUMBUS OH (CMH) 86.1 91.1 2,937 2,938 KANSAS CITY MO (MCI) 85.5 90.1
> 4,973 4,975
>
> CORDOVA AK (CDV) 64.5 67.7 62 62 KETCHIKAN AK (KTN) 73.7 73.7 186 186
>
> CORPUS CHRISTI TX. (CRP) 65.3 74.5 412 412 KILLEEN TX. (ILE) 76.2 80.5
> 302 298
>
> DALLAS/FT. WORTH TX. (DAL) 77.2 73.1 3,750 3,750 KING SALMON AK.(AKN)
> 89.7 89.7 29 29
>
> DALLAS/FT. WORTH TX. (DFW) 84.7 87.5 24,218 24,236 KNOXVILLE TN. (TYS)
> 83.7 87.6 338 338
>
> DAYTON OH (DAY) 83.4 87.3 658 655 KODIAK AK (ADQ) 79.0 80.6 62 62
>
> DAYTONA BEACH FL (DAB) 76.3 93.5 93 93 KONA HAWAII. HI. (KOA) 92.3
> 92.3 155 155
>
> DEADHORSE AK. (SCC) 89.7 89.7 39 39 KOTZEBUE AK. (OTZ) 84.9 78.5 93 93
>
> DENVER CO (DEN) 89.0 92.1 10,115 10,146 LA CROSSE WI. (LSE) 83.9 93.5
> 186 186
>
> DES MOINES IA (DSM) 83.7 91.8 744 743 LAFAYETTE LA. (LFT) 80.0 75.0 20
> 20
>
> DETROIT MI. (DTW) 90.3 88.5 11,834 11,839 LANSING MI. (LAN) 81.7 96.6
> 235 235
>
> DILLINGHAM AK.(DLG) 89.7 93.1 29 29 LAREDO TX. (LRD) 70.8 81.5 120 119
>
> DUBUQUE IA. (DBQ) 78.7 86.5 89 89 LAS VEGAS NV. (LAS) 80.9 82.9 11,332
> 11,332
>
> DULUTH MN (DLH) 86.4 92.7 220 219 LAWTON OK. (LAW) 89.0 96.7 182 182
>
> DUTCH HARBOR AK. (DUT) 54.8 37.1 62 62 LEXINGTON/FRKFT KY. (LEX) 85.0
> 86.7 120 120
>
> OCTOBER 2002
>
> 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) 87.1 93.1 101 101 ROCHESTER N.Y (ROC) 88.8 93.1
> 792 792
>
> LITTLE ROCK AR. (LIT) 78.7 86.0 1,168 1,168 SACRAMENTO CA (SMF) 82.3
> 84.7 3,355 3,354
>
> LONG BEACH CA. (LGB) 79.7 88.1 385 385 SAGINAW MI. (MBS) 92.3 92.3 117
> 117
>
> LONGVIEW TX. (GGG) 85.8 91.5 120 118 SALT LAKE CITY UT (SLC) 86.5 91.4
> 5,848 5,850
>
> LOS ANGELES CA. (LAX) 83.1 87.2 15,583 15,590 SAN ANGELO TX. (SJT)
> 77.5 94.5 182 182
>
> LOUISVILLE KY (SDF) 83.4 88.9 1,388 1,388 SAN ANTONIO TX. (SAT) 80.4
> 86.5 3,205 3,203
>
> LUBBOCK TX. (LBB) 77.5 84.4 661 661 SAN DIEGO CA (SAN) 81.4 86.3 6,622
> 6,622
>
> MADISON WI. (MSN) 82.9 91.4 510 511 SAN FRANCISCO CA (SFO) 79.8 90.4
> 8,569 8,542
>
> MANCHESTER N.H. (MHT) 89.5 90.8 1,348 1,347 SAN FRANCISCO CA. (OAK)
> 81.6 82.5 5,346 5,347
>
> MARQUETTE MI (MQT) 56.5 95.7 23 23 SAN JOSE CA. (SJC) 84.3 86.3 5,259
> 5,260
>
> MEDFORD OR (MFR) 84.9 89.2 93 93 SAN JUAN P.R (SJU) 85.7 90.8 1,672
> 1,672
>
> MELBOURNE FL (MLB) 79.8 88.2 94 93 SAN LUIS OBISPO CA. (SBP) 92.0 94.4
> 213 213
>
> MEMPHIS TN (MEM) 85.9 89.1 4,198 4,198 SANTA BARBARA CA. (SBA) 93.2
> 95.6 296 295
>
> MIAMI FL (MIA) 87.3 90.7 4,683 4,677 SARASOTA/BRAD. FL (SRQ) 86.1 87.7
> 244 244
>
> MIDLAND/ODESSA TX (MAF) 71.5 79.8 627 625 SAVANNAH GA. (SAV) 82.5 88.5
> 429 426
>
> MILWAUKEE WI (MKE) 85.7 91.2 1,310 1,309 SCRANTON/WILKES-BARRE PA.
> (AVP) 94.1 96.7 119 120
>
> MINNEAPLS/ST.P MN(MSP) 86.3 88.7 12,174 12,171 SEATTLE WA (SEA) 80.2
> 85.5 8,476 8,475
>
> MINOT N.D (MOT) 84.9 91.4 93 93 SHREVEPORT LA (SHV) 85.1 91.4 422 420
>
> MISSION/MCALLEN TX. (MFE) 73.4 90.5 252 252 SIOUX FALLS S.D. (FSD)
> 85.1 90.4 208 208
>
> MISSOULA MT (MSO) 92.9 96.1 155 155 SITKA AK. (SIT) 62.4 76.3 93 93
>
> MOBILE AL./PASCAGOULA MS. (MOB) 78.1 78.8 151 151 SOUTH BEND IN (SBN)
> 81.8 81.8 11 11
>
> MOLINE IL. (MLI) 91.7 95.0 181 179 SPOKANE WA (GEG) 85.0 91.0 1,066
> 1,066
>
> MONTEREY CA. (MRY) 91.0 91.6 166 166 SPRINGFIELD MO (SGF) 87.8 89.1
> 393 394
>
> MYRTLE BEACH S.C (MYR) 86.6 94.1 186 186 ST. CROIX V.I (STX) 87.1 96.8
> 62 62
>
> NASHVILLE TN. (BNA) 85.0 87.1 4,179 4,179 ST. LOUIS MO (STL) 88.9 91.9
> 10,790 10,798
>
> NEW ORLEANS LA (MSY) 80.5 83.2 4,287 4,288 ST. THOMAS V.I. (STT) 85.5
> 89.7 165 165
>
> NEW YORK N.Y (JFK) 87.4 88.9 4,469 4,469 SYRACUSE N.Y (SYR) 87.9 92.1
> 801 801
>
> NEW YORK N.Y. (LGA) 87.5 90.1 8,311 8,308 TALLAHASSEE FL (TLH) 78.7
> 85.2 155 155
>
> NEWARK N.J. (EWR) 85.9 89.2 8,741 8,745 TAMPA FL (TPA) 85.3 89.7 5,063
> 5,066
>
> NEWBURGH N.Y. (SWF) 88.1 92.1 151 151 TEXARKANA AR(TXK) 82.9 94.6 111
> 111
>
> NOME AK. (OME) 84.9 83.9 93 93 TOLEDO OH. (TOL) 80.6 88.4 155 155
>
> NORFOLK/VA. BEACH VA (ORF) 83.8 89.5 1,473 1,473 TRAVERSE CITY MI.
> (TVC) 83.5 90.1 212 212
>
> OKLAHOMA CITY OK (OKC) 82.5 89.1 1,710 1,710 TUCSON AZ. (TUS) 81.3
> 91.3 1,368 1,369
>
> OMAHA NE (OMA) 85.2 91.4 1,496 1,497 TULSA OK. (TUL) 81.4 87.8 1,735
> 1,736
>
> ONTARIO CA (ONT) 83.6 86.7 2,818 2,818 TYLER TX. (TYR) 84.0 95.9 244
> 244
>
> ORANGE COUNTY CA. (SNA) 83.8 87.9 3,755 3,755 VALPARAISO FL. (VPS)
> 84.8 91.7 217 217
>
> ORLANDO FL (MCO) 86.1 89.8 6,642 6,641 WACO TX. (ACT) 86.4 93.4 213
> 213
>
> PASCO WA. (PSC) 93.5 93.5 62 62 WASHINGTON D.C (IAD) 91.2 92.0 3,663
> 3,667
>
> PENSACOLA FL (PNS) 72.9 85.8 332 332 WASHINGTON DC(DCA) 90.4 93.2
> 6,532 6,532
>
> PEORIA IL. (PIA) 83.9 87.1 124 124 WEST PALM BEACH FL. (PBI) 84.6 91.6
> 1,490 1,488
>
> PETERSBURG AK (PSG) 59.7 62.9 62 62 WHITE PLAINS N.Y (HPN) 80.3 86.8
> 463 462
>
> PHILADELPHIA PA (PHL) 86.2 87.8 9,103 9,156 WICHITA FALLS TX. (SPS)
> 81.8 92.6 203 202
>
> PHOENIX AZ (PHX) 81.5 81.9 15,071 15,070 WICHITA KS. (ICT) 86.9 92.7
> 426 424
>
> PITTSBURGH PA (PIT) 90.7 91.4 5,999 5,945 WILMINGTON N.C (ILM) 92.9
> 96.1 155 154
>
> PORTLAND ME (PWM) 81.2 84.3 527 527 WRANGELL AK. (WRG) 72.6 72.6 62 62
>
> PORTLAND OR (PDX) 86.8 89.1 4,255 4,258 YAKUTAT AK. (YAK) 61.3 74.2 62
> 62
>
> PROVIDENCE R.I. (PVD) 91.1 92.8 2,325 2,325
>
> RALEIGH/DURHAM N.C. (RDU) 81.9 86.0 3,919 3,915
>
> RAPID CITY S.D (RAP) 83.9 89.1 93 92
>
> RENO NV. (RNO) 84.3 87.3 2,055 2,055
>
> RICHMOND VA (RIC) 88.7 90.0 1,160 1,157
>
> ROCHESTER MN. (RST) 85.4 91.3 206 206

OCTOBER 2002

AIR TRAVEL CONSUMER REPORT

TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS

BY CARRIER

AT 32 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 7407 148 2.0 41 13263 406 3.1
>
> AMERICAN EAGLE 19 23030 488 2.1 101 38665 885 2.3
>
> SOUTHWEST 15 35576 511 1.4 59 83075 1263 1.5
>
> AMERICA WEST 27 13605 132 1.0 52 17258 176 1.0
>
> NORTHWEST 32 29514 200 0.7 111 43536 290 0.7
>
> DELTA 32 46761 319 0.7 108 60814 435 0.7
>
> CONTINENTAL 30 21044 151 0.7 76 27166 214 0.8
>
> AMERICAN 32 55752 393 0.7 93 71803 466 0.6
>
> US AIRWAYS 27 30725 159 0.5 67 39338 203 0.5
>
> UNITED 31 43014 175 0.4 83 51672 211 0.4

T O T A L 306,428 2,676 0.9 446,590 4,549 1.0

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.

**[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 32 airports for which data must be
reported. Data include all reported domestic flight operations to the 32
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 32 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. International EWR    |                              |
|        |                              |                              |
|        | New York. JFK International  |                              |
|        | JFK                          |                              |
|        |                              |                              |
|        | New York. LaGuardia LGA      |                              |
|        |                              |                              |
|        | Orlando. International MCO   |                              |
|        |                              |                              |
|        | Philadelphia. International  |                              |
|        | PHL                          |                              |
|        |                              |                              |
|        | Phoenix. Sky Harbor          |                              |
|        | International PHX            |                              |
|        |                              |                              |
|        | Pittsburgh. Greater          |                              |
|        | International PIT            |                              |
|        |                              |                              |
|        | Portland. International PDX  |                              |
|        |                              |                              |
|        | St. Louis. Lambert STL       |                              |
|        |                              |                              |
|        | Salt Lake City.              |                              |
|        | International SLC            |                              |
|        |                              |                              |
|        | San Diego. Lindbergh Field   |                              |
|        | SAN                          |                              |
|        |                              |                              |
|        | San Francisco. International |                              |
|        | SFO                          |                              |
|        |                              |                              |
|        | Seattle-Tacoma.              |                              |
|        | International SEA            |                              |
|        |                              |                              |
|        | Tampa. Tampa International   |                              |
|        | TPA                          |                              |
|        |                              |                              |
|        | Washington. Dulles           |                              |
|        | International IAD            |                              |
|        |                              |                              |
|        | Washington. Reagan National  |                              |
|        | DCA                          |                              |
+--------+------------------------------+------------------------------+

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

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***OCTOBER***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             | **O |       |       |   | *    |        |       |
|   |             | CTO |       |       |   | *OCT |        |       |
|   |             | BER |       |       |   | OBER |        |       |
|   |             | 200 |       |       |   | 20   |        |       |
|   |             | 2** |       |       |   | 01** |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| # | ####        | *   | **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 | US AIRWAYS  | 8,  | 3,51  | **2   |   | 13   | 3,3    | **4   |
|   |             | 671 | 0,429 | .47** |   | ,630 | 94,115 | .02** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 2 | ALASKA      | 2,  | 92    | **2   |   | 2    | 8      | **2   |
|   | AIRLINES    | 334 | 9,836 | .51** |   | ,268 | 82,210 | .57** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 3 | CONTINENTAL | 7,  | 2,72  | **2   |   | 9    | 2,6    | **3   |
|   | AIRLINES    | 345 | 6,485 | .69** |   | ,587 | 57,739 | .61** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 4 | UNITED      | 14, | 5,25  | **2   |   | 24   | 5,0    | **4   |
|   | AIRLINES    | 394 | 5,540 | .74** |   | ,047 | 02,954 | .81** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 5 | NORTHWEST   | 11, | 3,66  | **3   |   | 10   | 3,2    | **3   |
|   | AIRLINES    | 317 | 9,441 | .08** |   | ,648 | 31,228 | .30** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 6 | DELTA AIR   | 22, | 7,33  | **3   |   | 20   | 6,3    | **3   |
|   | LINES       | 638 | 5,894 | .09** |   | ,206 | 33,228 | .19** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 7 | SOUTHWEST   | 19, | 6,26  | **3   |   | 24   | 6,0    | **4   |
|   | AIRLINES    | 446 | 9,199 | .10** |   | ,480 | 50,079 | .05** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 8 | AMERICA     | 5,  | 1,70  | **3   |   | 5    | 1,4    | **3   |
|   | WEST        | 348 | 9,754 | .13** |   | ,161 | 62,327 | .53** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 9 | AMERICAN    | 21, | 6,77  | **3   |   | 21   | 4,4    | **4   |
|   | AIRLINES    | 217 | 3,549 | .13** |   | ,975 | 63,678 | .92** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | AMERICAN    | 8,  | 1,02  | **8   |   | 9    | 8      | **10  |
| 0 | EAGLE       | 596 | 1,428 | .42** |   | ,196 | 78,745 | .46** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   | TOTALS\*\*  | 1   | 39,20 | **3   |   | 141  | 34,3   | **4   |
|   |             | 21, | 1,555 | .09** |   | ,198 | 56,303 | .11** |
|   |             | 306 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+

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

***JULY-SEPTEMBER***

***PASSENGERS DENIED BOARDING***

***BY U.S. AIRLINES***[^2]

  ------ -------------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                              **JULY-SEPTEMBER                                                   **JULY-SEPTEMBER                                  
                              2002**                                                             2001**                                            

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

                              Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                                   

  1      ***AMERICAN EAGLE    145                                 199,565       **0.00**         265                   37            410,087       **0.90**
         AIRLINES***                                                                                                                               

                                                                                                                                                   

  2      ***AMERICA WEST      11,118                38            5,265,565     **0.07**         10,586                109           5,140,026     **0.21**
         AIRLINES***                                                                                                                               

                                                                                                                                                   

  3      ***US AIRWAYS***     16,036                103           11,114,308    **0.09**         18,038                229           13,400,761    **0.17**

                                                                                                                                                   

  4      ***AMERICAN          29,223                474           22,834,621    **0.21**         30,515                664           18,076,630    **0.37**
         AIRLINES***                                                                                                                               

                                                                                                                                                   

  5      ***NORTHWEST         19,973                500           12,868,660    **0.39**         13,057                320           12,837,481    **0.25**
         AIRLINES***                                                                                                                               

                                                                                                                                                   

  6      ***CONTINENTAL       10,014                400           8,956,306     **0.45**         15,394                531           9,548,608     **0.56**
         AIRLINES***                                                                                                                               

                                                                                                                                                   

  7      ***UNITED            25,618                875           17,163,520    **0.51**         35,377                1,532         17,933,795    **0.85**
         AIRLINES***                                                                                                                               

                                                                                                                                                   

  8      ***ALASKA            5,690                 314           3,972,522     **0.79**         8,787                 490           3,740,709     **1.31**
         AIRLINES***                                                                                                                               

                                                                                                                                                   

  9      ***SOUTHWEST         20,729                1,530         18,781,696    **0.81**         19,871                2,694         18,564,869    **1.45**
         AIRLINES***                                                                                                                               

                                                                                                                                                   

  10     ***DELTA AIR         29,669                1,839         21,324,234    **0.86**         29,534                1,420         21,724,341    **0.65**
         LINES***                                                                                                                                  

                                                                                                                                                   

         ***TOTALS***^\*\*^   168,215               6,073         122,480,997   **0.50**         181,424               8,026         121,377,307   **0.66**
  ------ -------------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

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.

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY-SEPTEMBER***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                                **JANUARY-SEPTEMBER                                                **JANUARY-SEPTEMBER                               
                                2002**                                                             2001**                                            

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

                                Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                                     

  1      ***AMERICAN EAGLE      1,028                 10            805,904       **0.12**         1,369                 69            1,383,825     **0.50**
         AIRLINES***^\*\*^                                                                                                                           

                                                                                                                                                     

  2      ***AMERICA WEST        37,930                305           14,735,360    **0.21**         40,010                604           15,622,332    **0.39**
         AIRLINES***                                                                                                                                 

                                                                                                                                                     

  3      ***AMERICAN            105,307               1,466         65,722,862    **0.22**         103,966               1,937         55,466,583    **0.35**
         AIRLINES***                                                                                                                                 

                                                                                                                                                     

  4      ***US AIRWAYS***       75,437                896           34,363,320    **0.26**         65,589                1,357         43,258,363    **0.31**

                                                                                                                                                     

  5      ***NORTHWEST           60,654                1,898         35,830,290    **0.53**         58,054                1,557         38,495,416    **0.40**
         AIRLINES***                                                                                                                                 

                                                                                                                                                     

  6      ***UNITED AIRLINES***  73,652                3,061         47,129,523    **0.65**         120,191               5,499         54,721,034    **1.00**

                                                                                                                                                     

  7      ***DELTA AIR LINES***  114,143               5,423         62,118,958    **0.87**         135,690               4,544         69,750,219    **0.65**

                                                                                                                                                     

  8      ***CONTINENTAL         36,065                2,499         26,784,287    **0.93**         54,383                2,599         29,749,486    **0.87**
         AIRLINES***                                                                                                                                 

                                                                                                                                                     

  9      ***SOUTHWEST           64,956                5,817         54,698,676    **1.06**         63,289                9,215         56,439,110    **1.63**
         AIRLINES***                                                                                                                                 

                                                                                                                                                     

  10     ***ALASKA AIRLINES***  20,002                1,339         10,771,701    **1.24**         25,922                1,567         10,624,014    **1.47**

                                                                                                                                                     

         ***TOTALS***^\*\*\*^   589,174               22,714        352,960,881   **0.64**         668,463               28,948        375,510,382   **0.77**
  ------ ---------------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

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.

**[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

  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------
                  **OCTOBER                                           **OCTOBER                             
                  2002**                                              2001**                                

                  COMPLAINTS   OPINIONS   COMPLIMENTS   INFO          COMPLAINTS   OPINIONS   COMPLIMENTS   INFO
                                                        REQUESTS                                            REQUESTS

                                                                                                            

  U.S. AIRLINES   411          54         6             50            630          59         6             79

  FOREIGN         83           0          0             3             100          1          0             14
  AIRLINES                                                                                                  

  TRAVEL AGENTS   14           2          0             2             57           1          0             4

  TOUR OPERATORS  3            0          0             0             9            0          0             1

  MISCELLANEOUS   7            5          0             25            26           24         0             22

  INDUSTRY TOTALS 518          61         6             80            822          85         6             120
  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^4]

  ----------------------- ----------------------- ------------------------------------------------ ---------------------------- -- ----------------------- ------------------------------ ----------------------------
                          OCTOBER 2002                                                                                             OCTOBER 2001                                           

                                                                                                                                                                                          

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

                                                                                                                                                                                          

  FLIGHT PROBLEMS         1                       84                                                                               2                       155                            

  CANCELLATIONS                                                                                    38                                                                                     72

  DELAYS                                                                                           17                                                                                     27

  MISCONNECTIONS                                                                                   16                                                                                     21

                                                                                                                                                                                          

  BAGGAGE                 2                       79                                                                               4                       88                             

                                                                                                                                                                                          

  CUSTOMER SERVICE        3                       76                                                                               5                       78                             

                                                                                                                                                                                          

  RES/TKTG/BOARDING       4                       72                                                                               3                       97                             

                                                                                                                                                                                          

  DISABILITY              5                       54                                                                               9                       25                             

                                                                                                                                                                                          

  REFUNDS                 5                       54                                                                               1                       264                            

                                                                                                                                                                                          

  FARES                   7                       40                                                                               6                       45                             

                                                                                                                                                                                          

  OVERSALES               8                       25                                                                               10                      7                              

                                                                                                                                                                                          

  OTHER                   9                       22                                                                               7                       30                             

  FREQUENT FLYER                                                                                   15                                                                                     11

                                                                                                                                                                                          

  ADVERTISING             10                      7                                                                                11                      4                              

                                                                                                                                                                                          

  DISCRIMINATION          11                      5                                                                                8                       29                             

                                                                                                                                                                                          

  ANIMALS                 12                      0                                                                                12                      0                              

                                                                                                                                                                                          

  COMPLAINT TOTAL                                 518                                                                                                      822                            
  ----------------------- ----------------------- ------------------------------------------------ ---------------------------- -- ----------------------- ------------------------------ ----------------------------

TABLE 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^6]

OCTOBER 2002

<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>4</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>13</td>
</tr>
<tr class="even">
<td>AMERICA WEST AIRLINES</td>
<td>3</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>3</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>13</td>
</tr>
<tr class="odd">
<td>AMERICAN AIRLINES</td>
<td>11</td>
<td>2</td>
<td>16</td>
<td>5</td>
<td>5</td>
<td>8</td>
<td>12</td>
<td>9</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>70</td>
</tr>
<tr class="even">
<td>AMERICAN EAGLE AIRLINES</td>
<td>1</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>8</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>7</td>
<td>0</td>
<td>3</td>
<td>5</td>
<td>1</td>
<td>4</td>
<td>5</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>3</td>
<td>30</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>11</td>
<td>4</td>
<td>10</td>
<td>8</td>
<td>7</td>
<td>9</td>
<td>8</td>
<td>7</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>68</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>9</td>
<td>2</td>
<td>12</td>
<td>3</td>
<td>5</td>
<td>2</td>
<td>6</td>
<td>5</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>47</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>2</td>
<td>7</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>18</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>10</td>
<td>6</td>
<td>11</td>
<td>2</td>
<td>7</td>
<td>11</td>
<td>14</td>
<td>8</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>4</td>
<td>76</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>3</td>
<td>0</td>
<td>3</td>
<td>8</td>
<td>3</td>
<td>1</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>23</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>12</td>
<td>2</td>
<td>3</td>
<td>0</td>
<td>9</td>
<td>6</td>
<td>3</td>
<td>8</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>45</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 OCTOBER 2002</td>
<td>73</td>
<td>22</td>
<td>61</td>
<td>33</td>
<td>39</td>
<td>48</td>
<td>65</td>
<td>44</td>
<td>5</td>
<td>5</td>
<td>0</td>
<td>16</td>
<td>411</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>17.8</td>
<td>5.4</td>
<td>14.8</td>
<td>8.0</td>
<td>9.5</td>
<td>11.7</td>
<td>15.8</td>
<td>10.7</td>
<td>1.2</td>
<td>1.2</td>
<td>0</td>
<td>3.9</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 OCTOBER 2001</td>
<td>138</td>
<td>7</td>
<td>69</td>
<td>35</td>
<td>183</td>
<td>63</td>
<td>65</td>
<td>21</td>
<td>3</td>
<td>24</td>
<td>0</td>
<td>22</td>
<td>630</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>21.9</td>
<td>1.1</td>
<td>11.0</td>
<td>5.6</td>
<td>29</td>
<td>10.0</td>
<td>10.3</td>
<td>3.3</td>
<td>0.5</td>
<td>3.8</td>
<td>0</td>
<td>3.5</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.D. 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

OCTOBER 2002

<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>OCT.</p></td>
<td><p>INCI-DENTS IN</p>
<p>OCT.</p></td>
<td>PERCENT</td>
<td></td>
<td><p>INCI-DENTS IN</p>
<p>SEPT.</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>13</td>
<td>3</td>
<td>23.1</td>
<td></td>
<td>4</td>
<td>30.8</td>
<td></td>
<td>3</td>
<td>23.1</td>
<td></td>
<td>3</td>
<td>23.1</td>
</tr>
<tr class="even">
<td>AMERICA WEST AIRLINES</td>
<td>13</td>
<td>4</td>
<td>30.8</td>
<td></td>
<td>4</td>
<td>30.8</td>
<td></td>
<td>3</td>
<td>23.1</td>
<td></td>
<td>2</td>
<td>15.4</td>
</tr>
<tr class="odd">
<td>AMERICAN AIRLINES</td>
<td>70</td>
<td>28</td>
<td>40.0</td>
<td></td>
<td>16</td>
<td>22.9</td>
<td></td>
<td>20</td>
<td>28.6</td>
<td></td>
<td>6</td>
<td>8.6</td>
</tr>
<tr class="even">
<td>AMERICAN EAGLE AIRLINES</td>
<td>8</td>
<td>5</td>
<td>62.5</td>
<td></td>
<td>2</td>
<td>25.0</td>
<td></td>
<td>1</td>
<td>12.5</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>30</td>
<td>10</td>
<td>33.3</td>
<td></td>
<td>5</td>
<td>16.7</td>
<td></td>
<td>9</td>
<td>30.0</td>
<td></td>
<td>6</td>
<td>20.0</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>68</td>
<td>21</td>
<td>30.9</td>
<td></td>
<td>18</td>
<td>26.5</td>
<td></td>
<td>18</td>
<td>26.5</td>
<td></td>
<td>11</td>
<td>16.2</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>47</td>
<td>13</td>
<td>27.7</td>
<td></td>
<td>10</td>
<td>21.3</td>
<td></td>
<td>16</td>
<td>34.0</td>
<td></td>
<td>8</td>
<td>17.0</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>18</td>
<td>8</td>
<td>44.4</td>
<td></td>
<td>5</td>
<td>27.8</td>
<td></td>
<td>4</td>
<td>22.2</td>
<td></td>
<td>1</td>
<td>5.6</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>76</td>
<td>16</td>
<td>21.1</td>
<td></td>
<td>21</td>
<td>27.6</td>
<td></td>
<td>24</td>
<td>31.6</td>
<td></td>
<td>15</td>
<td>19.7</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>23</td>
<td>10</td>
<td>43.5</td>
<td></td>
<td>4</td>
<td>17.4</td>
<td></td>
<td>6</td>
<td>26.1</td>
<td></td>
<td>3</td>
<td>13.0</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>45</td>
<td>11</td>
<td>24.4</td>
<td></td>
<td>14</td>
<td>31.1</td>
<td></td>
<td>15</td>
<td>33.3</td>
<td></td>
<td>5</td>
<td>11.1</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>411</td>
<td>129</td>
<td>31.4</td>
<td></td>
<td>103</td>
<td>25.1</td>
<td></td>
<td>119</td>
<td>29.0</td>
<td></td>
<td>60</td>
<td>14.6</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>630</td>
<td>245</td>
<td>38.9</td>
<td></td>
<td>145</td>
<td>23.0</td>
<td></td>
<td>142</td>
<td>22.5</td>
<td></td>
<td>98</td>
<td>15.6</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^\*\*^

OCTOBER 2002

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

                                                                                                                                                                                        

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

  AIR FRANCE                        1          1            1                   0       2         6         0          3             0              0                 0         0       14

  ALITALIA AIRLINES                 0          0            0                   0       1         4         0          0             0              0                 0         0       5

  BRITISH AIRWAYS                   0          0            1                   1       3         4         3          3             0              0                 0         0       15

  OTHER FOREIGN AIRLINES            8          2            5                   1       4         14        7          3             0              0                 0         5       49

  TOTALS                            9          3            7                   2       10        28        10         9             0              0                 0         5       83

                                                                                                                                                                                        

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

  TRAVELOCITY.COM                   2          0            1                   0       1         0         1          0             1              0                 0         0       6

  OTHER TRAVEL AGENTS               0          0            2                   2       3         0         0          0             1              0                 0         0       8

  TOTALS                            2          0            3                   2       4         0         1          0             2              0                 0         0       14

                                                                                                                                                                                        

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

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

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

                                                                                                                                                                                        

  **[MISCELLANEOUS]{.underline}**                                                                                                                                                       

  OTHER MISCELLANEOUS               0          0            1                   2       0         3         0          0             0              0                 0         1       7

  TOTALS                            0          0            1                   2       0         3         0          0             0              0                 0         1       7

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 6

OCTOBER

CONSUMER COMPLAINTS: RANKINGS

U.S. AIRLINES \*

<table>
<colgroup>
<col style="width: 5%" />
<col style="width: 1%" />
<col style="width: 13%" />
<col style="width: 3%" />
<col style="width: 10%" />
<col style="width: 13%" />
<col style="width: 12%" />
<col style="width: 1%" />
<col style="width: 10%" />
<col style="width: 14%" />
<col style="width: 12%" />
</colgroup>
<tbody>
<tr class="odd">
<td colspan="3"></td>
<td colspan="4"><strong>OCTOBER 2002</strong></td>
<td></td>
<td colspan="3"><strong>OCTOBER 2001</strong></td>
</tr>
<tr class="even">
<td></td>
<td colspan="3"></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="3"><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 colspan="2"><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="3"></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>1</td>
<td colspan="3"><em><strong>SOUTHWEST AIRLINES</strong></em></td>
<td>18</td>
<td>6,065,874</td>
<td><strong>0.30</strong></td>
<td></td>
<td>21</td>
<td>5,882,440</td>
<td><strong>0.36</strong></td>
</tr>
<tr class="odd">
<td>2</td>
<td colspan="3"><em><strong>ALASKA AIRLINES</strong></em></td>
<td>4</td>
<td>1,054,538</td>
<td><strong>0.38</strong></td>
<td></td>
<td>7</td>
<td>923,418</td>
<td><strong>0.76</strong></td>
</tr>
<tr class="even">
<td>3</td>
<td colspan="3"><em><strong>US AIRWAYS</strong></em></td>
<td>23</td>
<td>3,510,429</td>
<td><strong>0.66</strong></td>
<td></td>
<td>54</td>
<td>3,544,029</td>
<td><strong>1.52</strong></td>
</tr>
<tr class="odd">
<td>4</td>
<td colspan="3"><em><strong>AMERICA WEST AIRLINES</strong></em></td>
<td>13</td>
<td>1,686,937</td>
<td><strong>0.77</strong></td>
<td></td>
<td>44</td>
<td>1,429,234</td>
<td><strong>3.08</strong></td>
</tr>
<tr class="even">
<td>5</td>
<td colspan="3"><em><strong>AMERICAN EAGLE AIRLINES</strong></em></td>
<td>8</td>
<td>989,180</td>
<td><strong>0.81</strong></td>
<td></td>
<td>2</td>
<td>889,513</td>
<td><strong>0.22</strong></td>
</tr>
<tr class="odd">
<td>6</td>
<td colspan="3"><em><strong>DELTA AIR LINES</strong></em></td>
<td>68</td>
<td>7,659,242</td>
<td><strong>0.89</strong></td>
<td></td>
<td>105</td>
<td>6,511,418</td>
<td><strong>1.61</strong></td>
</tr>
<tr class="even">
<td>7</td>
<td colspan="3"><em><strong>AMERICAN AIRLINES</strong></em></td>
<td>70</td>
<td>7,756,269</td>
<td><strong>0.90</strong></td>
<td></td>
<td>75</td>
<td>5,218,041</td>
<td><strong>1.44</strong></td>
</tr>
<tr class="odd">
<td>8</td>
<td colspan="3"><em><strong>CONTINENTAL AIRLINES</strong></em></td>
<td>30</td>
<td>3,153,804</td>
<td><strong>0.95</strong></td>
<td></td>
<td>57</td>
<td>2,949,043</td>
<td><strong>1.93</strong></td>
</tr>
<tr class="even">
<td>9</td>
<td colspan="3"><em><strong>NORTHWEST AIRLINES</strong></em></td>
<td>47</td>
<td>4,322,634</td>
<td><strong>1.09</strong></td>
<td></td>
<td>65</td>
<td>3,657,968</td>
<td><strong>1.78</strong></td>
</tr>
<tr class="odd">
<td>10</td>
<td colspan="3"><em><strong>UNITED AIRLINES</strong></em></td>
<td>76</td>
<td>5,736,876</td>
<td><strong>1.32</strong></td>
<td></td>
<td>94</td>
<td>5,368,082</td>
<td><strong>1.75</strong></td>
</tr>
<tr class="even">
<td></td>
<td colspan="3"><strong>TOTAL</strong> **</td>
<td><strong>357</strong></td>
<td><strong>41,935,783</strong></td>
<td><strong>.85</strong></td>
<td></td>
<td><strong>524</strong></td>
<td><strong>36,373,186</strong></td>
<td><strong>1.44</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.

> \*\* Trans World Airlines (TWA) ceased operating December 2001.
> Effective January 2002, TWA is no longer ranked in this table. Totals
> for October 2001 reflect the deletion of TWA's data for that month.

***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. Complaints
about "Tours or Charters," which formerly was a separate category, are
now included in the "Other" category.

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

[^1]:
    > ^\*^ U.S. Airlines with at least one percent of total domestic
    > scheduled-service passenger revenues.
    >
    > \*\* Trans World Airlines (TWA) ceased operating December 2001.
    > Effective January 2002, TWA is no longer ranked in this table.
    > Totals for October 2001 reflect the deletion of TWA's data for
    > that month.

[^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 July-September 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 first quarter of calendar year 2001.
    Therefore, this report reflects a correction of the American Eagle
    2001 data.

    ^\*\*\*^ Trans World Airlines (TWA) ceased operating December 2001.
    Totals for January-September 2001 reflect the deletion of TWA's data
    for that 9-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.