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

# 

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

+---------------------------+------------------------------------------+
| >                         | **Issued:** **APRIL 2002**               |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays February 2002            |
|                           | >                                        |
|                           | > 12 Months Ending February 2002         |
|                           | >                                        |
|                           | > Mishandled Baggage February 2002       |
|                           | >                                        |
|                           | > Oversales 4th Quarter 2001             |
|                           | >                                        |
|                           | > January-December 2001                  |
|                           | >                                        |
|                           | > Consumer Complaints February 2002      |
|                           | >                                        |
|                           | > (Includes Disability Complaints)       |
+---------------------------+------------------------------------------+

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

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

**Section Page**

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

***Flight Delays***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

**Section Page**

***Mishandled Baggage***

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

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

***Oversales***

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

**Ranking\--Quarter** \...\...\...\...\...\..........20

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

***Consumer Complaints***

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

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

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

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

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

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

**[INTRODUCTION]{.underline}**

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

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

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

NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA

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

![](media/image5.wmf)

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

This section provides information about airline on-time performance,
flight delays, and cancellations. It is based on data filed by airlines
each month with the Department of Transportation's Bureau of
Transportation Statistics (Office of Airline Information), as described
in 14 CFR Part 234 of DOT\'s regulations. It covers nonstop
scheduled-service flights between points within the United States
(including territories) by the 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. 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 Computerized Reservations Systems used by most airlines and
travel agencies. Each of the reporting carriers\' flights has a
one-digit code between 0 and 9 representing that flight\'s percentage of
on-time operations for the latest reported month. For example, \"8\"
means that flight arrived on time (within 15 minutes) between 80% and
89.9% of the time during the latest reported month.

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

FEBRUARY 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/

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

AMERICA WEST S/ 26 88.5 51 88.5

SOUTHWEST S/ 15 86.8 59 87.3

CONTINENTAL S/ 30 87.0 79 87.0

AMERICAN S/ 32 86.4 101 86.5

UNITED S/ 31 86.4 86 86.4

US AIRWAYS S/ 27 84.2 69 84.1

AMERICAN EAGLE S/ 21 84.2 104 82.5

NORTHWEST S/ 32 82.4 112 81.6

DELTA S/ 32 81.7 109 81.2

ALASKA S/ 10 80.0 38 77.9

T O T A L 84.9 84.7

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.

FEBRUARY 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

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

CARRIER\* 01-03 2001 04-06 2001 07-09 2001 10-12 2001 12 2001 01 2002 02
2002 02 2002 09 1987 - 02 2002

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

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

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

ALASKA 63.5 (12) 72.5 (11) 66.8 (12) 73.7 (11) 69.0 (11) 75.0 (9) 77.9
(10) 70.9 (10) 75.7 (8)

ALOHA 85.3 (1) 84.5 (1) 83.8 (1) 79.9 \-\-- \-\-\-- \-- \-\-\-- \-\--
\-\-\-- \-- 83.5 \-\-- 85.7 \-\--

AMERICA WEST 68.7 (10) 75.2 (9) 72.1 (7) 85.2 (3) 86.6 (1) 86.3 (1) 88.5
(1) 77.8 (7) 78.3 (5)

AMERICAN 73.7 (7) 77.9 (8) 71.1 (9) 81.8 (8) 82.7 (3) 83.0 (4) 86.5 (4)
77.9 (6) 78.8 (3)

AMERICAN EAGLE 63.7 (11) 70.1 (12) 69.8 (10) 81.6 (9) 80.1 (6) 80.9 (6)
82.5 (7) 73.9 (9) 72.3 (10)

CONTINENTAL 79.5 (2) 82.6 (3) 75.8 (5) 85.8 (2) 82.9 (2) 83.8 (3) 87.0
(3) 81.5 (2) 78.6 (4)

DELTA 73.2 (9) 78.9 (7) 75.2 (6) 86.2 (1) 81.7 (4) 74.9 (10) 81.2 (9)
78.9 (4) 77.4 (7)

NORTHWEST 79.1 (3) 80.9 (5) 76.9 (4) 82.3 (7) 77.2 (10) 79.3 (8) 81.6
(8) 80.1 (3) 79.7 (2)

SOUTHWEST 77.8 (4) 83.2 (2) 81.5 (2) 84.4 (5) 79.8 (7) 84.6 (2) 87.3 (2)
83.2 (1) 82.4 (1)

TRANS WORLD 76.1 (6) 82.4 (4) 81.1 (3) 84.0 (6) 79.0 (8) \-\-\-- \-\--
\-\-\-- \-\-- 82.3 \-\-- 78.0 \-\--

UNITED 73.6 (8) 74.3 (10) 68.0 (11) 79.9 (10) 77.9 (9) 79.8 (7) 86.4 (5)
74.8 (8) 75.3 (9)

US AIRWAYS 77.3 (5) 80.3 (6) 72.0 (8) 84.6 (4) 80.8 (5) 81.1 (5) 84.1
(6) 78.7 (5) 78.2 (6)

TOTAL 74.5 78.7 74.2 83.2 80.2 81.0 84.7 78.7 78.3

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

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

data voluntarily each month from October 2000 through October 2001.
American Eagle reporting effective January 2001. Trans World 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
(3^rd^ Quarter 2001, 12 months ending February 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.**

FEBRUARY 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 668 86.4 1177 85.4 496 84.5 242 88.0 80 81.3 679 89.4 789 87.2 11241
88.5

AS H/ H/ H/ H/ H/ 28 78.6 H/ H/

CO 384 85.2 509 88.4 229 86.5 24 91.7 H/ 308 94.2 320 81.6 360 86.1

DL 15386 83.0 1653 88.3 392 81.1 190 83.7 4372 84.0 995 85.1 554 80.3
2568 83.1

HP 140 82.1 86 80.2 142 75.4 H/ H/ 86 89.5 194 84.0 158 89.9

MQ H/ 1859 84.6 292 83.6 84 70.2 160 74.4 231 88.3 H/ 5476 88.3

NW 436 75.2 376 76.9 295 69.8 158 80.4 27 81.5 420 74.3 310 77.7 414
81.4

UA 455 85.5 806 88.6 418 85.9 84 91.7 112 85.7 296 93.9 6221 88.6 478
86.4

US 421 80.8 1790 88.5 650 83.5 8110 87.8 H/ 1848 91.0 252 84.1 275 85.1

WN H/ H/ 3643 88.1 H/ H/ H/ H/ H/

TOTAL 17890 82.9 8256 86.5 6557 85.4 8892 87.5 4751 83.6 4891 88.3 8640
87.1 20970 87.5

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 539 84.6 823 86.6 612 85.8 544 86.8 484 88.0 1045 83.7 751 86.3 2492
88.8

AS H/ H/ H/ 28 85.7 H/ H/ 335 86.6 549 83.4

CO 232 84.9 4478 86.2 401 79.3 76 89.5 7283 89.6 H/ 388 78.6 502 82.3

DL 195 79.0 692 82.7 980 71.1 492 81.3 222 67.1 698 84.0 586 71.7 1089
76.8

HP 114 74.6 164 86.6 55 80.0 H/ 136 84.6 144 79.9 1875 87.9 476 90.1

MQ 124 79.8 255 80.0 120 73.3 140 73.6 H/ 919 78.0 H/ 1941 92.6

NW 8359 84.1 414 77.3 200 62.0 229 79.9 322 82.3 112 83.0 326 80.4 414
79.2

UA 220 88.2 608 88.0 84 88.1 1663 86.3 304 83.2 428 87.1 807 82.4 2739
87.3

US 260 81.2 407 86.2 693 62.8 220 86.4 275 84.0 H/ 140 73.6 279 74.2

WN 488 83.8 H/ 934 83.8 H/ 152 87.5 H/ 4604 84.7 3012 88.0

TOTAL 10531 83.9 7841 85.4 4079 75.7 3392 84.8 9178 88.2 3346 82.5 9812
84.0 13493 86.9

FEBRUARY 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 1370 87.2 834 88.0 100 88.0 2762 84.6 636 87.6 7502 83.4 216 80.1 671
84.5

AS H/ H/ H/ H/ H/ 28 96.4 1236 85.0 H/

CO 269 84.4 485 84.7 84 91.7 321 81.3 198 87.4 407 86.5 84 81.0 156 81.4

DL 1904 85.7 1499 79.3 84 85.7 280 58.2 280 82.9 530 71.5 386 74.6 487
76.4

HP H/ 113 85.8 H/ 56 87.5 140 82.1 194 80.4 168 85.7 140 86.4

MQ 753 81.0 167 89.2 H/ 753 89.1 H/ 4534 76.8 H/ 276 76.8

NW 452 72.3 437 67.0 316 79.1 232 65.9 8332 88.7 546 73.3 140 69.3 361
63.7

UA 509 87.0 458 81.0 H/ 352 83.0 420 88.6 9073 86.8 670 88.1 484 86.6

US 1708 91.2 864 72.0 H/ 357 70.0 224 93.3 540 78.1 H/ 5890 79.9

WN H/ 1566 88.2 3152 89.3 H/ H/ H/ 884 81.6 H/

TOTAL 6965 86.0 6423 81.7 3736 88.4 5113 81.7 10230 88.4 23354 82.9 3784
82.7 8465 79.8

ARRIVAL AIRPORT

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

PHX PIT SAN SEA SFO SLC STL TPA

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

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

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

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

AA 580 84.0 80 87.5 648 88.1 416 84.1 1133 82.0 224 79.0 7630 87.0 524
87.0

AS 349 81.9 H/ 313 80.8 3151 76.8 449 75.9 H/ H/ H/

CO 301 87.0 72 95.8 209 84.2 272 83.1 328 84.8 115 82.6 85 91.8 361 86.1

DL 445 82.5 224 82.6 419 79.2 501 76.8 557 72.7 3414 82.3 166 81.3 1032
78.5

HP 5077 91.6 H/ 224 93.8 168 77.4 304 83.6 136 79.4 56 87.5 56 82.1

MQ 72 80.6 319 82.1 672 92.6 H/ H/ H/ H/ 140 90.7

NW 323 76.2 160 70.6 168 76.2 332 73.5 276 80.1 112 68.8 282 78.4 384
72.9

UA 552 82.8 138 92.0 597 85.6 1025 85.4 3939 83.0 449 84.2 250 84.8 252
79.4

US 192 84.4 5964 87.3 196 82.7 196 78.6 248 71.4 H/ 220 83.6 777 67.1

WN 4866 88.4 H/ 2052 86.7 1012 87.8 H/ 1050 84.9 2008 83.4 1516 86.7

TOTAL 12757 88.4 6957 86.7 5498 86.3 7073 80.2 7234 81.2 5500 82.5 10697
85.9 5042 80.6

FEBRUARY 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 78.6 92.3 100.0 96.4 82.1 J/ 75.0 92.9 90.0 89.2 J/ 90.5
98.5 88.8 100.0 92.3 68.4 88.0

700 - 759 AM 89.5 89.9 93.9 94.0 83.9 92.6 88.9 91.5 83.1 88.7 91.4
100.0 93.2 85.7 95.3 94.9 87.8 91.0

800 - 859 AM 85.3 87.3 90.0 88.9 90.0 86.6 90.5 90.5 90.0 88.1 88.2 83.3
89.9 92.9 90.8 93.2 88.8 94.1

900 - 959 AM 87.4 92.7 92.3 85.0 91.8 90.9 87.5 88.6 84.4 91.6 83.7 86.3
91.1 77.4 85.0 89.5 91.8 91.3

1000 - 1059 AM 84.3 87.7 89.1 87.9 92.1 88.7 85.9 87.9 85.3 92.0 81.6
87.8 87.2 87.5 79.7 85.9 87.1 88.3

1100 - 1159 AM 87.6 87.4 91.8 88.5 89.5 85.9 90.2 87.6 84.6 93.2 74.0
85.1 89.6 89.3 81.7 88.2 85.4 79.6

1200 - 1259 PM 86.4 94.0 92.8 90.6 84.5 89.3 88.0 85.8 85.1 90.0 67.9
92.6 92.7 J/ 82.2 85.0 84.7 76.2

100 - 159 PM 87.8 92.7 89.1 91.7 77.1 89.9 88.4 91.2 89.4 87.3 69.9 88.9
90.7 82.1 84.6 90.2 87.8 81.3

200 - 259 PM 83.4 93.0 89.0 88.9 85.7 93.6 88.0 83.4 82.9 88.3 84.9 85.3
89.5 86.9 85.8 85.6 88.8 80.1

300 - 359 PM 81.0 88.2 79.9 82.8 80.7 87.1 87.9 87.0 84.7 82.5 77.2 82.6
91.8 78.9 84.8 88.7 88.8 81.4

400 - 459 PM 76.5 82.2 81.4 89.2 85.7 89.2 86.6 88.1 86.3 85.3 76.8 81.8
86.4 82.1 81.3 89.5 85.3 84.3

500 - 559 PM 82.9 85.2 84.7 87.7 89.6 90.7 86.2 84.9 82.8 81.9 71.6 70.3
83.3 87.8 77.4 83.7 86.0 82.2

600 - 659 PM 83.0 79.9 80.6 84.5 75.4 85.4 82.9 86.0 83.7 83.4 67.7 83.6
82.2 79.3 84.4 83.0 84.2 77.1

700 - 759 PM 77.4 82.8 78.6 85.1 84.5 81.5 84.7 86.0 80.8 72.7 67.9 84.6
83.7 73.8 81.5 84.3 78.7 79.7

800 - 859 PM 79.2 82.4 82.2 85.0 81.3 85.1 84.1 84.8 80.3 81.1 72.6 82.1
76.1 79.7 83.8 82.2 84.4 75.7

900 - 959 PM 77.3 83.0 79.8 88.2 84.0 92.7 87.7 88.0 77.2 87.8 81.5 85.6
89.0 81.5 81.9 85.7 87.0 76.5

1000 - 1059 PM 82.1 85.9 83.1 73.2 83.6 J/ 91.4 82.4 85.3 83.6 77.7 86.2
90.6 72.6 84.5 85.6 86.8 84.9

1100 - 559 AM 87.0 84.0 85.2 87.2 84.0 J/ 81.5 89.4 85.0 90.9 74.5 88.6
91.6 86.5 90.0 91.0 83.1 80.7

TOTAL, ALL ARRIVALS,

BY AIRPORT 82.9 86.5 85.4 87.5 83.6 88.3 87.1 87.5 83.9 85.4 75.7 84.8
88.2 82.5 84.0 86.9 86.0 81.7

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 87.5 96.4 94.6 88.5 J/ 83.9 J/ 89.8 J/ 78.7 88.6 J/ 94.1
89.3 91.3

700 - 759 AM 95.5 96.6 94.0 83.2 95.5 91.7 95.7 94.5 91.9 95.3 86.4 85.7
87.9 96.1 89.3

800 - 859 AM 91.9 96.4 91.9 90.6 95.3 78.1 95.1 87.6 90.5 87.9 87.1 83.0
92.2 96.7 89.1

900 - 959 AM 92.9 84.9 86.2 81.0 94.2 83.6 94.0 91.4 89.3 86.8 82.8 92.3
88.9 77.7 87.4

1000 - 1059 AM 93.0 81.7 88.0 85.8 83.2 91.3 87.4 88.9 87.0 87.6 79.1
86.2 88.4 82.4 86.4

1100 - 1159 AM 88.5 74.7 85.8 89.1 85.6 89.8 86.6 91.8 86.1 86.5 78.5
84.7 85.3 80.9 86.3

1200 - 1259 PM 91.5 79.4 93.3 84.5 88.3 88.0 89.1 88.7 87.6 84.0 76.4
75.4 90.8 79.2 86.3

100 - 159 PM 91.8 73.2 90.4 86.3 85.4 84.0 90.4 86.5 87.2 82.1 82.2 78.7
88.7 85.5 87.0

200 - 259 PM 89.2 85.7 91.6 81.7 79.4 80.6 88.2 91.8 88.9 79.2 84.7 83.8
88.3 82.6 85.7

300 - 359 PM 87.3 85.0 87.8 79.8 80.5 81.5 89.9 87.8 87.4 79.6 87.6 85.2
83.7 81.5 84.3

400 - 459 PM 86.4 83.1 86.9 83.4 85.0 81.5 88.9 81.2 82.8 78.0 83.2 78.7
80.7 78.8 83.8

500 - 559 PM 84.8 73.0 86.3 83.5 85.3 78.7 88.1 89.6 92.1 74.1 80.8 80.9
82.6 77.7 83.6

600 - 659 PM 85.7 81.6 87.3 80.9 70.1 75.2 79.0 82.1 78.2 70.3 81.0 83.6
75.9 75.8 81.5

700 - 759 PM 80.3 76.1 85.9 78.1 76.5 66.8 87.4 87.3 82.2 78.3 80.5 81.3
83.0 65.9 81.2

800 - 859 PM 85.0 82.0 82.4 78.8 83.7 66.2 87.3 80.7 84.7 73.9 78.7 80.5
81.2 76.6 80.9

900 - 959 PM 81.8 85.4 89.3 82.7 70.6 77.4 86.2 84.8 79.9 75.7 76.2 77.7
85.6 82.3 83.0

1000 - 1059 PM 90.4 80.7 87.0 90.7 83.8 78.6 81.3 82.5 87.4 76.0 81.9
71.4 89.2 81.1 83.1

1100 - 559 AM 89.2 74.8 92.9 91.6 85.7 88.6 90.1 92.6 87.1 83.0 86.5
80.6 92.3 82.0 86.4

TOTAL, ALL ARRIVALS,

BY AIRPORT 88.4 81.7 88.4 82.9 82.7 79.8 88.4 86.7 86.3 80.2 81.2 82.5
85.9 80.6 84.9

FEBRUARY 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 91.1 92.9 93.7 93.1 96.3 91.7 92.8 93.3 83.3 94.3 98.3 96.8
97.4 89.3 96.0 93.4 92.7 95.8

700 - 759 AM 91.0 87.1 93.8 94.0 97.8 95.8 94.4 92.0 85.0 96.2 96.2 94.6
95.7 91.1 93.1 91.6 95.9 95.6

800 - 859 AM 88.9 88.7 94.7 88.2 91.5 95.0 89.0 91.2 80.5 94.4 95.8 97.4
95.6 90.1 94.1 89.7 89.2 96.5

900 - 959 AM 86.0 88.0 90.3 93.6 92.7 91.9 91.0 90.6 77.1 94.8 95.4 92.6
95.6 88.1 93.0 87.8 89.2 95.2

1000 - 1059 AM 88.9 90.8 86.5 82.2 92.2 95.2 89.3 89.6 79.2 92.5 93.2
95.9 94.0 92.7 82.8 86.5 95.2 93.5

1100 - 1159 AM 89.0 91.8 89.3 79.7 95.4 95.0 86.1 87.4 73.4 94.4 87.5
96.4 95.2 96.3 85.1 84.3 91.2 90.0

1200 - 1259 PM 91.2 90.4 88.7 92.0 90.7 94.0 87.8 87.5 77.8 95.3 82.7
92.9 93.1 86.1 82.2 85.8 89.9 85.9

100 - 159 PM 92.9 91.0 85.3 89.9 94.3 92.0 89.6 86.2 77.2 88.8 75.8 89.2
93.2 85.7 79.7 82.1 92.8 81.4

200 - 259 PM 88.3 90.6 81.8 92.0 83.7 91.5 86.9 87.1 73.6 90.6 78.2 87.5
92.0 88.3 81.7 86.2 89.6 80.3

300 - 359 PM 81.9 85.3 86.2 86.8 87.0 92.3 87.9 85.9 72.4 89.0 83.6 87.8
92.8 84.6 80.4 85.3 86.1 74.0

400 - 459 PM 81.9 87.2 81.4 86.8 87.2 93.3 84.7 87.1 75.4 85.1 81.4 80.5
95.2 80.6 85.4 83.8 90.3 86.0

500 - 559 PM 78.2 85.7 76.1 90.6 85.7 91.2 85.8 87.2 76.9 86.4 80.5 85.6
87.2 79.9 75.9 84.0 88.5 86.6

600 - 659 PM 79.8 83.4 82.0 75.5 87.9 89.4 83.9 78.6 65.8 85.0 79.1 75.0
87.0 88.5 80.4 87.1 86.6 83.6

700 - 759 PM 85.5 82.5 74.5 84.3 84.2 91.6 86.0 86.4 74.5 82.3 75.7 84.2
86.7 79.8 81.2 87.0 84.9 84.7

800 - 859 PM 81.6 87.7 76.2 85.8 86.9 95.5 89.5 89.0 65.3 81.7 78.0 89.3
90.5 80.1 73.9 83.9 87.2 83.5

900 - 959 PM 81.2 95.8 80.0 88.6 86.0 96.4 50.0 88.5 73.6 J/ 89.6 90.6
100.0 86.1 74.9 88.6 87.5 83.7

1000 - 1059 PM 83.9 J/ 79.2 93.5 96.4 J/ J/ 93.8 77.2 J/ J/ J/ 97.4 93.8
90.3 92.6 J/ J/

1100 - 559 AM 88.3 93.2 82.1 J/ J/ J/ 94.6 90.7 J/ 97.8 85.7 96.4 J/ J/
90.9 94.6 93.3 96.4

TOTAL, ALL DEPARTURES,

BY AIRPORT 85.6 88.3 85.4 88.0 89.5 93.2 87.6 88.1 76.6 90.5 85.0 89.9
92.4 86.4 85.3 87.3 90.2 88.0

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 95.5 95.9 91.2 93.5 95.7 95.9 96.3 93.7 98.1 93.5 93.5 91.8
94.1 92.6 93.6

700 - 759 AM 92.3 93.1 91.5 91.5 92.1 90.9 96.7 93.1 96.2 90.4 96.5 92.9
94.4 91.0 93.0

800 - 859 AM 89.3 92.3 94.6 90.5 90.9 85.4 92.7 93.4 89.5 89.8 92.2 88.4
92.3 94.9 90.6

900 - 959 AM 89.4 91.3 85.2 87.4 89.4 85.3 91.7 91.2 90.5 86.6 90.2 86.9
92.8 93.4 89.9

1000 - 1059 AM 89.5 87.2 87.7 89.8 87.9 81.3 88.5 94.0 86.9 83.2 88.0
90.8 92.3 88.2 88.6

1100 - 1159 AM 89.1 88.2 87.2 89.8 89.4 93.8 86.1 91.5 87.1 86.6 85.2
88.3 90.8 85.6 88.4

1200 - 1259 PM 91.4 75.6 92.8 88.1 87.6 88.2 81.2 98.9 85.1 84.9 85.2
87.5 88.3 85.3 87.1

100 - 159 PM 86.0 88.3 88.8 86.9 90.1 91.2 85.8 90.5 85.8 81.7 85.5 83.4
93.3 86.9 87.1

200 - 259 PM 82.1 78.6 88.7 83.8 86.4 84.0 85.8 89.6 85.8 81.4 88.9 83.4
88.8 84.5 86.5

300 - 359 PM 82.3 80.7 88.7 83.6 84.2 79.7 81.0 87.5 86.1 82.2 90.9 85.7
87.7 88.6 84.6

400 - 459 PM 76.6 88.3 88.7 82.1 75.6 85.3 83.4 89.2 83.8 84.1 86.5 80.8
82.7 69.4 84.3

500 - 559 PM 71.7 85.0 87.7 84.9 83.2 80.4 83.8 87.0 79.8 75.2 87.3 81.5
85.4 83.2 83.6

600 - 659 PM 77.0 78.2 90.0 81.5 83.7 79.0 82.8 88.7 91.1 72.5 85.5 89.2
83.2 80.5 83.0

700 - 759 PM 76.6 87.6 88.0 80.6 65.9 75.6 69.2 77.1 82.3 69.3 85.4 70.2
81.0 83.4 82.2

800 - 859 PM 75.0 79.0 82.9 80.4 79.1 69.1 87.2 89.8 85.1 74.1 71.6 84.3
86.7 68.3 83.6

900 - 959 PM 71.1 100.0 91.8 85.0 63.2 76.8 85.3 90.1 90.2 79.8 82.8
87.8 86.0 85.7 84.1

1000 - 1059 PM J/ 100.0 100.0 J/ 85.7 85.0 90.1 93.0 93.8 79.4 93.4 82.2
95.8 95.8 89.7

1100 - 559 AM J/ 91.1 93.1 J/ 96.3 95.5 94.3 89.3 100.0 91.2 97.1 0.0
95.8 78.6 92.0

TOTAL,ALL DEPARTURES,

BY AIRPORT 84.5 87.1 88.9 86.1 87.3 83.7 86.4 90.5 88.5 83.8 88.9 85.2
89.1 85.6 87.1

> FEBRUARY 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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> DL 440 ATL-ORD 0810 28 85.71 28 31
>
> DL 321 CVG-ORD 0910 28 85.71 24 23
>
> AS 177 SEA-ANC 1155 19 84.21 43 29
>
> DL 879 MEM-CVG 1555 25 80.00 41 25
>
> FEBRUARY 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
>
> \-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-- \-\-\-\-\-\-\-\-\--
>
> DELTA 2,047 6 0.3
>
> ALASKA 418 1 0.2
>
> NORTHWEST 1,274 2 0.2
>
> US AIRWAYS 1,550 2 0.1
>
> SOUTHWEST 2,744 1 0.0
>
> AMERICA WEST 493 0 0.0
>
> UNITED 807 0 0.0
>
> CONTINENTAL 808 0 0.0
>
> AMERICAN EAGLE 1,242 0 0.0
>
> AMERICAN 2,328 0 0.0
>
> TOTAL 13,711 12 0.1
>
> FEBRUARY 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) 89.9 94.1 188 188 DURANGO, CO. (DRO) 72.4 93.0 58
> 57
>
> AGUADILLA, P.R. (BQN) 81.3 100.0 16 16 DUTCH HARBOR, AK. (DUT) 51.8
> 41.1 56 56
>
> AKRON/CANTON, OH. (CAK) 100.0 88.5 26 26 EAGLE, CO. (EGE) 78.4 87.7
> 268 268
>
> ALBANY, N.Y. (ALB) 82.8 89.4 1,072 1,072 EL PASO, TX. (ELP) 90.2 91.5
> 1,545 1,545
>
> ALBUQUERQUE, N.M. (ABQ) 88.0 88.4 2,752 2,753 EUGENE, OR. (EUG) 89.3
> 91.7 84 84
>
> ALLENTOWN, PA. (ABE) 84.0 89.4 188 188 EVANSVILLE, IN. (EVV) 71.3 88.0
> 108 108
>
> AMARILLO, TX. (AMA) 85.9 87.6 474 476 FAIRBANKS, AK. (FAI) 73.9 77.1
> 375 375
>
> ANCHORAGE, AK. (ANC) 68.5 79.0 1,389 1,388 FARGO, N.D. (FAR) 80.5 96.3
> 164 164
>
> ASHEVILLE, N.C. (AVL) 94.6 96.4 112 112 FAYETTEVILLE ARKANSAS REG
> (XNA) 74.7 80.8 415 416
>
> ATLANTA, GA. (ATL) 82.9 85.6 17,890 17,894 FLINT, MI. (FNT) 75.0 92.6
> 68 68
>
> AUSTIN, TX. (AUS) 87.9 93.3 2,976 2,976 FRESNO, CA. (FAT) 92.5 92.5
> 240 240
>
> BALTIMORE, MD. (BWI) 85.4 85.4 6,557 6,557 FT. LAUDERDALE, FL. (FLL)
> 75.7 85.0 4,079 4,078
>
> BANGOR, ME. (BGR) 83.3 85.2 216 216 FT. MYERS, FL. (RSW) 74.4 89.6
> 1,401 1,399
>
> BARROW, AK. (BRW) 75.0 73.2 56 56 FT. SMITH, AR. (FSM) 84.3 92.1 216
> 215
>
> BATON ROUGE, LA. (BTR) 82.9 87.6 328 330 FT. WAYNE, IN. (FWA) 73.2
> 89.6 164 164
>
> BEAUMONT/PORT ARTHUR, TX (BPT) 95.5 93.8 112 112 GRAND FORKS, N.D.
> (GFK) 80.6 93.9 67 66
>
> BETHEL, AK. (BET) 79.6 86.1 108 108 GRAND RAPIDS, MI. (GRR) 77.6 88.1
> 787 787
>
> BILLINGS, MT. (BIL) 82.0 94.8 250 252 GREAT FALLS, MT. (GTF) 77.4 91.6
> 168 166
>
> BIRMINGHAM, AL. (BHM) 86.5 90.8 1,314 1,314 GREEN BAY, WI. (GRB) 77.8
> 89.0 329 328
>
> BISMARCK, N.D. (BIS) 92.6 98.1 108 108 GREENSBORO/HIGH PT., N.C. (GSO)
> 83.5 92.1 751 751
>
> BLOOMINGTON, IL. (BMI) 72.6 78.3 84 83 GREENVILLE/SPARTBG., S.C. (GSP)
> 79.9 88.4 363 363
>
> BOISE, ID. (BOI) 86.5 89.2 801 802 GULFPORT/BILOXI, MS. (GPT) 92.8
> 87.8 83 82
>
> BOSTON, MA. (BOS) 86.5 88.3 8,256 8,247 GUNNISON, CO. (GUC) 86.0 94.7
> 57 57
>
> BOZEMAN, MT. (BZN) 81.8 86.8 143 144 HARLINGEN, TX. (HRL) 84.6 85.2
> 324 324
>
> BROWNSVILLE, TX. (BRO) 92.9 96.4 28 28 HARRISBURG, PA. (MDT) 83.7 91.0
> 411 412
>
> BUFFALO, N.Y. (BUF) 83.4 89.6 1,128 1,129 HARTFORD, CT./SPGFLD, MA.
> (BDL) 84.7 90.1 2,531 2,529
>
> BURBANK, CA. (BUR) 87.8 86.1 1,904 1,904 HELENA, MT. (HLN) 74.1 91.1
> 54 56
>
> BURLINGTON, VT. (BTV) 81.6 89.8 196 196 HONOLULU, OAHU, HI. (HNL) 73.3
> 88.3 849 849
>
> CEDAR RAPIDS/IOWA CTY,IA. (CID) 81.8 89.1 384 384 HOUSTON, TX. (HOU)
> 85.3 81.9 4,256 4,256
>
> CHAMPAIGN, IL. (CMI) 69.1 83.1 136 136 HOUSTON, TX. (IAH) 88.2 92.4
> 9,178 9,180
>
> CHARLESTON, S.C. (CHS) 85.6 96.0 327 327 HUNTSVILLE/DECATUR, AL. (HSV)
> 82.1 87.7 268 268
>
> CHARLOTTE, N.C. (CLT) 87.5 88.0 8,892 8,893 INDIANAPOLIS, IN. (IND)
> 83.4 90.4 2,494 2,491
>
> CHATTANOOGA, TN. (CHA) 76.8 85.7 56 56 INDIO/PALM SPRINGS, CA. (PSP)
> 87.8 86.9 641 639
>
> CHICAGO, IL. (MDW) 88.4 84.5 3,736 3,736 ISLIP/LONG IS., N.Y. (ISP)
> 88.9 87.8 817 818
>
> CHICAGO, IL. (ORD) 82.9 86.1 23,354 23,358 JACKSON/VICKSBURG, MS.
> (JAN) 78.9 87.5 536 537
>
> CINCINNATI, OH. (CVG) 83.6 89.5 4,751 4,751 JACKSON, WY. (JAC) 78.3
> 76.7 115 116
>
> CLEVELAND, OH. (CLE) 83.7 90.1 3,472 3,474 JACKSONVILLE, FL. (JAX)
> 82.9 90.6 1,907 1,906
>
> COLLEGE STATION, TX. (CLL) 87.7 95.7 163 164 JUNEAU, AK. (JNU) 71.4
> 65.0 280 280
>
> COLORADO SPRINGS, CO. (COS) 87.4 93.4 617 618 KAHULUI, MAUI, HI. (OGG)
> 77.3 81.3 300 300
>
> COLUMBIA, S.C. (CAE) 85.5 91.6 166 166 KALAMAZOO, MI. (AZO) 78.8 90.4
> 146 146
>
> COLUMBUS, OH. (CMH) 82.0 89.9 2,834 2,837 KALISPELL, MT. (FCA) 83.9
> 93.8 112 112
>
> CORDOVA, AK. (CDV) 67.9 76.8 56 56 KANSAS CITY, MO. (MCI) 88.0 91.8
> 4,243 4,241
>
> CORPUS CHRISTI, TX. (CRP) 79.3 85.7 329 328 KETCHIKAN, AK. (KTN) 73.8
> 81.0 168 168
>
> DALLAS/FT. WORTH, TX. (DAL) 88.9 85.1 3,336 3,336 KEY WEST, FL. (EYW)
> 82.1 88.7 168 168
>
> DALLAS/FT. WORTH, TX. (DFW) 87.5 88.1 20,970 20,961 KILLEEN, TX. (ILE)
> 88.3 93.5 214 214
>
> DAYTON, OH. (DAY) 83.1 90.7 741 740 KING SALMON, AK. (AKN) 66.7 75.0
> 12 12
>
> DAYTONA BEACH, FL. (DAB) 70.7 90.0 140 140 KNOXVILLE, TN. (TYS) 88.3
> 90.7 332 332
>
> DEADHORSE, AK. (SCC) 75.6 73.2 41 41 KODIAK, AK. (ADQ) 67.9 69.6 56 56
>
> DENVER, CO. (DEN) 87.1 87.6 8,640 8,639 KONA, HAWAII., HI. (KOA) 69.6
> 88.4 112 112
>
> DES MOINES, IA. (DSM) 85.5 90.0 648 647 KOTZEBUE, AK. (OTZ) 76.2 79.8
> 84 84
>
> DETROIT, MI. (DTW) 83.9 76.6 10,531 10,534 LA CROSSE, WI. (LSE) 81.6
> 91.1 125 124
>
> DILLINGHAM, AK. (DLG) 66.7 66.7 12 12 LAFAYETTE, LA. (LFT) 91.2 94.9
> 136 136
>
> DUBUQUE, IA. (DBQ) 72.6 85.7 84 84 LANSING, MI. (LAN) 73.5 87.7 204
> 204
>
> DULUTH, MN. (DLH) 77.1 91.7 144 144 LAREDO, TX. (LRD) 89.8 93.5 108
> 108
>
> FEBRUARY 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.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> LAS VEGAS, NV. (LAS) 84.0 85.3 9,812 9,815 RENO, NV. (RNO) 84.9 82.0
> 1,782 1,782
>
> LAWTON, OK. (LAW) 89.4 94.7 188 188 RICHMOND, VA. (RIC) 83.5 90.1
> 1,136 1,136
>
> LEXINGTON/FRKFT, KY. (LEX) 81.5 91.7 168 168 ROCHESTER, MN. (RST) 89.3
> 92.1 177 177
>
> LIHUE, KAUAI, HI. (LIH) 63.3 95.0 60 60 ROCHESTER, N.Y. (ROC) 83.3
> 89.0 648 648
>
> LITTLE ROCK, AR. (LIT) 83.8 88.9 1,044 1,044 SACRAMENTO, CA. (SMF)
> 84.3 85.5 2,944 2,944
>
> LONG BEACH, CA. (LGB) 85.7 91.4 161 162 SAGINAW, MI. (MBS) 80.5 89.9
> 169 169
>
> LONGVIEW, TX. (GGG) 92.0 94.6 112 112 SALT LAKE CITY, UT. (SLC) 82.5
> 85.2 5,500 5,498
>
> LOS ANGELES, CA. (LAX) 86.9 87.3 13,493 13,495 SAN ANGELO, TX. (SJT)
> 91.3 95.0 160 160
>
> LOUISVILLE, KY. (SDF) 86.0 89.8 1,468 1,467 SAN ANTONIO, TX. (SAT)
> 85.8 90.8 2,732 2,735
>
> LUBBOCK, TX. (LBB) 83.7 87.4 588 588 SAN DIEGO, CA. (SAN) 86.3 88.5
> 5,498 5,496
>
> MADISON, WI. (MSN) 76.4 85.2 474 473 SAN FRANCISCO, CA. (OAK) 83.0
> 80.4 4,521 4,520
>
> MANCHESTER, N.H. (MHT) 84.0 87.9 1,160 1,160 SAN FRANCISCO, CA. (SFO)
> 81.2 88.9 7,234 7,235
>
> MARQUETTE, MI. (MQT) 40.0 95.0 20 20 SAN JOSE, CA. (SJC) 87.6 86.9
> 4,568 4,567
>
> MEDFORD, OR. (MFR) 83.3 88.1 84 84 SAN JUAN, P.R. (SJU) 81.5 89.0
> 1,936 1,934
>
> MELBOURNE, FL. (MLB) 80.4 90.2 112 112 SAN LUIS OBISPO, CA. (SBP) 95.2
> 94.7 188 188
>
> MEMPHIS, TN. (MEM) 83.8 86.6 3,443 3,441 SANTA BARBARA, CA. (SBA) 96.4
> 96.8 248 247
>
> MIAMI, FL. (MIA) 81.7 87.1 5,113 5,113 SARASOTA/BRAD., FL. (SRQ) 69.3
> 86.4 323 323
>
> MIDLAND/ODESSA, TX. (MAF) 88.1 91.2 556 556 SAVANNAH, GA. (SAV) 85.6
> 93.2 444 444
>
> MILWAUKEE, WI. (MKE) 77.2 90.5 1,173 1,173 SCRANTON/WILKES-BARRE,PA.
> (AVP) 81.3 85.7 112 112
>
> MINNEAPLS/ST.P, MN. (MSP) 88.4 88.9 10,230 10,235 SEATTLE, WA. (SEA)
> 80.2 83.8 7,073 7,080
>
> MINOT, N.D. (MOT) 90.5 97.6 84 84 SHREVEPORT, LA. (SHV) 83.7 91.0 332
> 332
>
> MISSION/MCALLEN, TX. (MFE) 85.8 91.3 218 218 SIOUX FALLS, S.D. (FSD)
> 88.9 97.6 126 126
>
> MISSOULA, MT. (MSO) 79.9 95.7 139 140 SITKA, AK. (SIT) 76.2 78.6 84 84
>
> MOBILE,AL./PASCAGOULA,MS. (MOB) 80.1 90.4 166 166 SOUTH BEND, IN.
> (SBN) 87.5 81.3 16 16
>
> MOLINE, IL. (MLI) 91.2 85.3 136 136 SPOKANE, WA. (GEG) 83.0 87.2 898
> 899
>
> MONROE, LA. (MLU) 79.8 92.9 84 84 SPRINGFIELD, MO. (SGF) 89.2 92.6 352
> 352
>
> MONTEREY, CA. (MRY) 90.1 91.7 131 132 ST. CROIX, V.I. (STX) 87.5 94.6
> 56 56
>
> MONTROSE, CO. (MTJ) 94.5 93.4 91 91 ST. LOUIS, MO. (STL) 85.9 89.1
> 10,697 10,694
>
> MYRTLE BEACH, S.C. (MYR) 83.3 91.1 192 192 ST. THOMAS, V.I. (STT) 76.7
> 87.0 292 292
>
> NASHVILLE, TN. (BNA) 88.6 90.5 3,943 3,943 STEAMBOAT SPRINGS, CO.
> (HDN) 78.8 87.5 160 160
>
> NEW ORLEANS, LA. (MSY) 84.9 86.9 3,793 3,795 SYRACUSE, N.Y. (SYR) 83.0
> 94.2 724 724
>
> NEW YORK, N.Y. (JFK) 82.5 86.4 3,346 3,349 TALLAHASSEE, FL. (TLH) 84.3
> 94.0 83 83
>
> NEW YORK, N.Y. (LGA) 86.0 90.2 6,965 6,964 TAMPA, FL. (TPA) 80.6 85.6
> 5,042 5,041
>
> NEWARK, N.J. (EWR) 85.4 90.5 7,841 7,839 TEXARKANA, AR. (TXK) 91.9
> 92.8 124 125
>
> NEWBURGH, N.Y. (SWF) 86.3 93.8 80 80 TOLEDO, OH. (TOL) 71.9 85.7 139
> 140
>
> NOME, AK. (OME) 75.0 75.0 84 84 TRAVERSE CITY, MI. (TVC) 73.9 81.2 138
> 138
>
> NORFOLK/VA. BEACH, VA. (ORF) 85.3 91.6 1,473 1,472 TUCSON, AZ. (TUS)
> 84.5 85.2 1,216 1,214
>
> OKLAHOMA CITY, OK. (OKC) 86.3 91.4 1,507 1,505 TULSA, OK. (TUL) 87.1
> 91.6 1,538 1,540
>
> OMAHA, NE. (OMA) 86.3 89.8 1,281 1,281 TYLER, TX. (TYR) 91.4 95.0 220
> 220
>
> ONTARIO, CA. (ONT) 88.5 89.4 2,509 2,509 VALPARAISO, FL. (VPS) 85.0
> 89.8 167 167
>
> ORANGE COUNTY, CA. (SNA) 86.4 88.2 3,062 3,060 WACO, TX. (ACT) 89.6
> 93.3 164 164
>
> ORLANDO, FL. (MCO) 81.7 88.0 6,423 6,425 WASHINGTON, D.C. (DCA) 88.3
> 93.2 4,891 4,894
>
> PASCO, WA. (PSC) 71.4 92.9 56 56 WASHINGTON, D.C. (IAD) 84.8 89.9
> 3,392 3,392
>
> PENSACOLA, FL. (PNS) 82.8 93.0 314 313 WEST PALM BEACH, FL. (PBI) 76.3
> 87.2 1,932 1,930
>
> PEORIA, IL. (PIA) 70.5 77.7 112 112 WHITE PLAINS, N.Y. (HPN) 86.8 87.8
> 500 500
>
> PETERSBURG, AK. (PSG) 53.6 55.4 56 56 WICHITA FALLS, TX. (SPS) 89.4
> 93.9 132 132
>
> PHILADELPHIA, PA. (PHL) 79.8 83.7 8,465 8,434 WICHITA, KS. (ICT) 91.1
> 92.3 494 494
>
> PHOENIX, AZ. (PHX) 88.4 86.4 12,757 12,761 WILMINGTON, N.C. (ILM) 90.9
> 97.0 164 164
>
> PITTSBURGH, PA. (PIT) 86.7 90.5 6,957 6,985 WORCESTER, MA. (ORH) 66.7
> 75.7 36 37
>
> PORTLAND, ME. (PWM) 81.8 86.1 548 548 WRANGELL, AK. (WRG) 53.6 64.3 56
> 56
>
> PORTLAND, OR. (PDX) 82.7 87.3 3,784 3,781 YAKUTAT, AK. (YAK) 60.7 80.4
> 56 56
>
> PROVIDENCE, R.I. (PVD) 86.6 90.4 1,984 1,983
>
> RALEIGH/DURHAM, N.C. (RDU) 84.4 87.1 3,542 3,542
>
> RAPID CITY, S.D. (RAP) 93.8 96.3 80 80
>
> FEBRUARY 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 S/ 10 6470 78 1.2 38 11642 266 2.3
>
> AMERICAN EAGLE S/ 21 19284 376 1.9 104 33387 727 2.2
>
> DELTA S/ 32 43267 585 1.4 109 56751 833 1.5
>
> NORTHWEST S/ 32 25673 377 1.5 112 37679 530 1.4
>
> AMERICAN S/ 32 47984 582 1.2 101 63455 754 1.2
>
> US AIRWAYS S/ 27 32995 244 0.7 69 42567 334 0.8
>
> SOUTHWEST S/ 15 30939 225 0.7 59 72782 546 0.8
>
> UNITED S/ 31 34895 209 0.6 86 42083 248 0.6
>
> AMERICA WEST S/ 26 10603 28 0.3 51 13709 44 0.3
>
> CONTINENTAL S/ 30 19244 33 0.2 79 25480 41 0.2
>
> T O T A L 271,354 2,737 1.0 399,535 4,323 1.1

**[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]{.underline}**          | > to Report]{.underline}**   |
|        |                              | >                            |
|        | Atlanta. Hartsfield ATL      | > **[Data to DOT and to CRS  |
|        |                              | > Vendors]{.underline}**     |
|        | Baltimore/Washington.        | >                            |
|        | International BWI            | > AS Alaska Airlines         |
|        |                              | >                            |
|        | Boston. Logan International  | > HP America West Airlines   |
|        | BOS                          | >                            |
|        |                              | > AA American Airlines       |
|        | Charlotte. Douglas CLT       | >                            |
|        |                              | > MQ American Eagle Airlines |
|        | Chicago. Midway MDW          | >                            |
|        |                              | > CO Continental Airlines    |
|        | Chicago. O\'Hare ORD         | >                            |
|        |                              | > DL Delta Air Lines         |
|        | Cincinnati. Greater          | >                            |
|        | Cincinnati CVG               | > NW Northwest Airlines      |
|        |                              | >                            |
|        | Dallas-Fort Worth.           | > WN Southwest Airlines      |
|        | International DFW            | >                            |
|        |                              | > UA United Airlines         |
|        | Denver. International DEN    | >                            |
|        |                              | > US US Airways              |
|        | Detroit. Metro Wayne County  |                              |
|        | DTW                          | ![](media/image7.wmf){       |
|        |                              | width="2.6194444444444445in" |
|        | Ft. Lauderdale.              | he                           |
|        | International FLL            | ight="0.6347222222222222in"} |
|        |                              |                              |
|        | 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

***FEBRUARY***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             | *   |       |       |   | **   |        |       |
|   |             | *FE |       |       |   | FEBR |        |       |
|   |             | BRU |       |       |   | UARY |        |       |
|   |             | ARY |       |       |   | 20   |        |       |
|   |             | 200 |       |       |   | 01** |        |       |
|   |             | 2** |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| # | ####        | *   | **ENP | *     |   | **T  | **EN   | *     |
| # | ### AIRLINE | *TO | LANED | *REPO |   | OTAL | PLANED | *REPO |
| # |             | TAL | PA    | RTS** |   | BAG  | PASSEN | RTS** |
| # |             | B   | SSENG |       |   | GAGE | GERS** |       |
| # |             | AGG | ERS** | **PER |   | R    |        | **PER |
| # |             | AGE |       | 1,000 |   | EPOR |        | 1,000 |
| # |             | REP |       | PA    |   | TS** |        | PA    |
|   |             | ORT |       | SSENG |   |      |        | SSENG |
| R |             | S** |       | ERS** |   |      |        | ERS** |
| A |             |     |       |       |   |      |        |       |
| N |             |     |       |       |   |      |        |       |
| K |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | ALASKA      | 1,  | 83    | **1   |   | 2    | 8      | **2   |
|   | AIRLINES    | 653 | 8,498 | .97** |   | ,336 | 52,871 | .74** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 2 | AMERICA     | 4,  | 1,31  | **3   |   | 7    | 1,5    | **4   |
|   | WEST        | 207 | 1,941 | .21** |   | ,738 | 81,036 | .89** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 3 | CONTINENTAL | 8,  | 2,56  | **3   |   | 12   | 2,8    | **4   |
|   | AIRLINES    | 289 | 7,931 | .23** |   | ,718 | 81,743 | .41** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 4 | UNITED      | 14, | 4,29  | **3   |   | 28   | 5,3    | **5   |
|   | AIRLINES    | 093 | 9,982 | .28** |   | ,023 | 69,436 | .22** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 5 | SOUTHWEST   | 18, | 5,28  | **3   |   | 32   | 5,7    | **5   |
|   | AIRLINES    | 631 | 5,928 | .52** |   | ,300 | 53,732 | .61** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 6 | DELTA AIR   | 22, | 6,16  | **3   |   | 32   | 6,9    | **4   |
|   | LINES       | 496 | 5,842 | .65** |   | ,158 | 33,640 | .64** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 7 | US AIRWAYS  | 13, | 3,48  | **3   |   | 18   | 4,1    | **4   |
|   |             | 204 | 8,740 | .78** |   | ,344 | 94,376 | .37** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 8 | AMERICAN    | 24, | 5,77  | **4   |   | 25   | 5,0    | **4   |
|   | AIRLINES    | 550 | 3,153 | .25** |   | ,340 | 81,399 | .99** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 9 | NORTHWEST   | 14, | 3,12  | **4   |   | 16   | 3,5    | **4   |
|   | AIRLINES    | 355 | 2,110 | .60** |   | ,374 | 16,258 | .66** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | AMERICAN    | 8,  | 83    | **9   |   | 5    | 8      | **6   |
| 0 | EAGLE       | 090 | 4,375 | .70** |   | ,301 | 51,907 | .22** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   | TOTALS \*\* | 1   | 33,68 | **3   |   | 180  | 37,0   | **4   |
|   |             | 29, | 8,500 | .85** |   | ,632 | 16,398 | .88** |
|   |             | 568 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+

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

> TOTAL BAGGAGE REPORTS---For the domestic system only. These are
> passenger reports of mishandled baggage, including those that did not
> subsequently result in claims for compensation.
>
> ENPLANED PASSENGERS---For the domestic system only.

**[OVERSALES]{.underline}**

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

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

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

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

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***OCTOBER-DECEMBER***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **OCTOBER-DECEMBER                                                 **OCTOBER-DECEMBER                                
                          2001**                                                             2000**                                            

  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      228                   4             300,951       **0.13**         665                   2             508,510       **0.04**
         EAGLE                                                                                                                                 
         AIRLINES***                                                                                                                           

                                                                                                                                               

  2      ***AMERICA WEST  11,741                148           4,212,736     **0.35**         11,047                333           4,907,424     **0.68**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  3      ***AMERICAN      24,591                619           15,361,153    **0.40**         42,165                650           18,565,990    **0.35**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  4      ***US AIRWAYS*** 24,113                497           10,798,123    **0.46**         28,350                894           15,009,965    **0.60**

                                                                                                                                               

  5      ***UNITED        30,167                867           14,202,740    **0.61**         27,944                1,458         18,818,818    **0.77**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  6      ***NORTHWEST     17,630                653           10,344,479    **0.63**         25,927                1,272         12,737,656    **1.00**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  7      ***ALASKA        5,749                 289           3,014,471     **0.96**         6,493                 338           3,267,931     **1.03**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  8      ***SOUTHWEST     13,920                1,840         17,186,342    **1.07**         21,724                3,766         18,501,627    **2.04**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  9      ***TRANS WORLD   7,374                 420           3,919,738     **1.07**         11,976                1,319         6,114,247     **2.16**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  10     ***DELTA AIR     42,710                2,245         18,635,456    **1.20**         39,504                652           24,042,911    **0.27**
         LINES***                                                                                                                              

                                                                                                                                               

  11     ***CONTINENTAL   21,404                3,167         8,403,431     **3.77**         18,563                2,903         9,975,265     **2.91**
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     199,627               10,749        106,379,620   **1.01**         234,358               13,587        132,450,344   **1.03**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

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.

***\*\**** American Eagle Airlines incorrectly reported to DOT its
oversales data for each of the four quarters in calendar year 2000 and
for the first two quarters of calendar year 2001. Therefore, the data in
this report reflects a correction of the American Eagle data.

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY-DECEMBER***

***PASSENGERS DENIED BOARDING***

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

  ------ ----------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                           **JANUARY-DECEMBER                                                 **JANUARY-DECEMBER                                
                           2001**                                                             2000**                                            

  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      ***US AIRWAYS***  89,702                1,854         54,056,486    **0.34**         94,259                3,740         57,481,514    **0.65**

                                                                                                                                                

  2      ***AMERICAN       128,557               2,556         70,827,736    **0.36**         210,427               3,274         78,229,763    **0.42**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  3      ***AMERICA WEST   51,751                752           19,835,068    **0.38**         57,935                2,274         20,229,421    **1.12**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  4      ***AMERICAN EAGLE 1,597                 73            1,684,776     **0.43**         3,232                 24            2,236,556     **0.11**
         AIRLINES\*\****                                                                                                                        

                                                                                                                                                

  5      ***NORTHWEST      75,684                2,210         48,839,895    **0.45**         108,501               3,011         53,112,324    **0.57**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  6      ***DELTA AIR      178,400               6,789         88,385,675    **0.77**         212,050               3,327         102,031,565   **0.33**
         LINES***                                                                                                                               

                                                                                                                                                

  7      ***UNITED         150,358               6,366         68,923,774    **0.92**         119,306               11,101        77,624,771    **1.43**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  8      ***ALASKA         31,671                1,856         13,638,485    **1.36**         33,113                1,910         13,512,111    **1.41**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  9      ***SOUTHWEST      77,209                11,055        73,625,452    **1.50**         90,352                13,741        72,568,399    **1.89**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  10     ***CONTINENTAL    75,787                5,766         38,152,917    **1.51**         66,391                7,259         40,270,205    **1.80**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  11     ***TRANS WORLD    37,814                3,723         20,333,671    **1.83**         66,750                7,526         26,047,465    **2.89**
         AIRLINES***                                                                                                                            

                                                                                                                                                

         ***TOTALS***      898,530               43,000        498,303,935   **0.86**         1,062,316             57,187        543,344,094   **1.05**
  ------ ----------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

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.

***\*\**** American Eagle Airlines incorrectly reported to DOT its
oversales data for each of the four quarters in calendar year 2000 and
for the first two quarters of calendar year 2001. Therefore, the data in
this report reflects a correction of the American Eagle data.

**[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

  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------
                  **FEBRUARY                                          **FEBRUARY                            
                  2002**                                              2001**                                

                  COMPLAINTS   OPINIONS   COMPLIMENTS   INFO          COMPLAINTS   OPINIONS   COMPLIMENTS   INFO
                                                        REQUESTS                                            REQUESTS

                                                                                                            

  U.S. AIRLINES   780          47         3             31            1,088        173        2             26

  FOREIGN         128          2          0             1             138          3          0             2
  AIRLINES                                                                                                  

  TRAVEL AGENTS   21           2          0             2             15           0          0             0

  TOUR OPERATORS  7            0          0             0             5            0          0             0

  MISCELLANEOUS   29           13         0             4             5            44         0             3

  INDUSTRY TOTALS 965          64         3             38            1,251        220        2             31
  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^4]

  ----------------------- ----------------------- ------------------------------ ---------------------------- -- ----------------------- ------------------------------ ----------------------------
                          FEBRUARY 2002                                                                          FEBRUARY 2001                                          

                                                                                                                                                                        

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

                                                                                                                                                                        

  FLIGHT PROBLEMS         1                       217                                                            1                       442                            

  DELAYS                                                                         64                                                                                     125

  CANCELLATIONS                                                                  57                                                                                     170

  MISCONNECTIONS                                                                 39                                                                                     41

                                                                                                                                                                        

  CUSTOMER SERVICE        2                       185                                                            2                       222                            

                                                                                                                                                                        

  BAGGAGE                 3                       145                                                            3                       217                            

                                                                                                                                                                        

  REFUNDS                 4                       144                                                            7                       44                             

                                                                                                                                                                        

  RES/TKTG/BOARDING       5                       83                                                             4                       118                            

                                                                                                                                                                        

  FARES                   6                       56                                                             5                       57                             

                                                                                                                                                                        

  DISABILITY              7                       51                                                             6                       52                             

                                                                                                                                                                        

  OVERSALES               8                       42                                                             9                       41                             

                                                                                                                                                                        

  OTHER                   9                       36                                                             8                       44                             

  FREQUENT FLYER                                                                 15                                                                                     15

                                                                                                                                                                        

  ADVERTISING             10                      5                                                              10                      8                              

                                                                                                                                                                        

  TOURS OR CHARTERS       11                      1                                                              11                      6                              

                                                                                                                                                                        

  ANIMALS                 12                      0                                                              12                      0                              

                                                                                                                                                                        

  COMPLAINT TOTAL                                 965                                                                                    1,251                          
  ----------------------- ----------------------- ------------------------------ ---------------------------- -- ----------------------- ------------------------------ ----------------------------

TABLE 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^5]

FEBRUARY 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: 4%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 6%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a><sup>*</sup></p>
<p>ALPHABETICAL</p></td>
<td>FLIGHT PROBLEMS</td>
<td>OVER-SALES</td>
<td>RES/TKTG/BOARDING</td>
<td>FARES</td>
<td>REFUNDS</td>
<td>BAGGAGE</td>
<td>CUSTOMER SERVICE</td>
<td>DIS-ABILITY</td>
<td>ADVER-TISING</td>
<td>TOURS</td>
<td>ANIMALS</td>
<td>OTHER</td>
<td>TOTAL</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIRTRAN AIRWAYS</td>
<td>4</td>
<td>1</td>
<td>2</td>
<td>1</td>
<td>1</td>
<td>7</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>20</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>4</td>
<td>2</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>4</td>
<td>8</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>21</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>8</td>
<td>3</td>
<td>3</td>
<td>1</td>
<td>2</td>
<td>5</td>
<td>12</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>39</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>29</td>
<td>2</td>
<td>9</td>
<td>6</td>
<td>12</td>
<td>22</td>
<td>21</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>106</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE AIRLINES</td>
<td>1</td>
<td>2</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>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>9</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>2</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>18</td>
</tr>
<tr class="odd">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
</tr>
<tr class="even">
<td>CONTINENTAL AIRLINES</td>
<td>12</td>
<td>4</td>
<td>4</td>
<td>3</td>
<td>11</td>
<td>6</td>
<td>11</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>57</td>
</tr>
<tr class="odd">
<td>DELTA AIR LINES</td>
<td>29</td>
<td>6</td>
<td>17</td>
<td>11</td>
<td>20</td>
<td>17</td>
<td>19</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
<td>131</td>
</tr>
<tr class="even">
<td>HAWAIIAN AIRLINES</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>18</td>
<td>1</td>
<td>9</td>
<td>4</td>
<td>6</td>
<td>14</td>
<td>8</td>
<td>7</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>71</td>
</tr>
<tr class="even">
<td>PAN AM</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
</tr>
<tr class="odd">
<td>SOUTHWEST AIRLINES</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>4</td>
<td>1</td>
<td>15</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>27</td>
</tr>
<tr class="even">
<td>SPIRIT AIRLINES</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="odd">
<td>SUN COUNTRY AIRLINES</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>9</td>
</tr>
<tr class="even">
<td>UNITED AIRLINES</td>
<td>38</td>
<td>6</td>
<td>9</td>
<td>8</td>
<td>8</td>
<td>19</td>
<td>29</td>
<td>5</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>127</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>23</td>
<td>0</td>
<td>4</td>
<td>7</td>
<td>7</td>
<td>8</td>
<td>20</td>
<td>9</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>79</td>
</tr>
<tr class="even">
<td>VANGUARD AIRLINES</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>14</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>10</td>
<td>5</td>
<td>3</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>41</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>TOTAL FEBRUARY 2002</td>
<td>196</td>
<td>31</td>
<td>65</td>
<td>45</td>
<td>94</td>
<td>118</td>
<td>160</td>
<td>42</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>27</td>
<td>780</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>25.1</td>
<td>4.0</td>
<td>8.3</td>
<td>5.8</td>
<td>12.1</td>
<td>15.1</td>
<td>20.5</td>
<td>5.4</td>
<td>0.3</td>
<td>0</td>
<td>0</td>
<td>3.5</td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>TOTAL FEBRUARY 2001</td>
<td>409</td>
<td>35</td>
<td>104</td>
<td>47</td>
<td>33</td>
<td>164</td>
<td>202</td>
<td>50</td>
<td>6</td>
<td>2</td>
<td>0</td>
<td>36</td>
<td>1,088</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>37.6</td>
<td>3.2</td>
<td>9.6</td>
<td>4.3</td>
<td>3.0</td>
<td>15.1</td>
<td>18.6</td>
<td>4.6</td>
<td>0.6</td>
<td>0.2</td>
<td>0</td>
<td>3.3</td>
<td></td>
</tr>
<tr class="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

FEBRUARY 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>FEB.</p></td>
<td><p>INCI-DENTS IN</p>
<p>FEB.</p></td>
<td>PERCENT</td>
<td></td>
<td><p>INCI-DENTS IN</p>
<p>JAN.</p></td>
<td>PERCENT</td>
<td></td>
<td>INCI-DENTS IN ALL PRIOR MONTHS</td>
<td>PERCENT</td>
<td></td>
<td>UN-KNOWN INCI-DENT DATE</td>
<td>PERCENT</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIRTRAN AIRWAYS</td>
<td>20</td>
<td>5</td>
<td>25.0</td>
<td></td>
<td>6</td>
<td>30.0</td>
<td></td>
<td>8</td>
<td>40.0</td>
<td></td>
<td>1</td>
<td>5.0</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>21</td>
<td>4</td>
<td>19.0</td>
<td></td>
<td>5</td>
<td>23.8</td>
<td></td>
<td>10</td>
<td>47.6</td>
<td></td>
<td>2</td>
<td>9.5</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>39</td>
<td>7</td>
<td>17.9</td>
<td></td>
<td>7</td>
<td>17.9</td>
<td></td>
<td>24</td>
<td>61.5</td>
<td></td>
<td>1</td>
<td>2.6</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>106</td>
<td>15</td>
<td>14.2</td>
<td></td>
<td>21</td>
<td>19.8</td>
<td></td>
<td>65</td>
<td>61.3</td>
<td></td>
<td>5</td>
<td>4.7</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE AIRLINES</td>
<td>5</td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>4</td>
<td>80.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>18</td>
<td>2</td>
<td>11.1</td>
<td></td>
<td>1</td>
<td>5.6</td>
<td></td>
<td>11</td>
<td>61.1</td>
<td></td>
<td>4</td>
<td>22.2</td>
</tr>
<tr class="odd">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>6</td>
<td>2</td>
<td>33.3</td>
<td></td>
<td>2</td>
<td>33.3</td>
<td></td>
<td>2</td>
<td>33.3</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>CONTINENTAL AIRLINES</td>
<td>57</td>
<td>7</td>
<td>12.3</td>
<td></td>
<td>7</td>
<td>12.3</td>
<td></td>
<td>39</td>
<td>68.4</td>
<td></td>
<td>4</td>
<td>7.0</td>
</tr>
<tr class="odd">
<td>DELTA AIR LINES</td>
<td>131</td>
<td>30</td>
<td>22.9</td>
<td></td>
<td>27</td>
<td>20.6</td>
<td></td>
<td>62</td>
<td>47.3</td>
<td></td>
<td>12</td>
<td>9.2</td>
</tr>
<tr class="even">
<td>HAWAIIAN AIRLINES</td>
<td>6</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>4</td>
<td>66.7</td>
<td></td>
<td>2</td>
<td>33.3</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>71</td>
<td>15</td>
<td>21.1</td>
<td></td>
<td>14</td>
<td>19.7</td>
<td></td>
<td>38</td>
<td>53.5</td>
<td></td>
<td>4</td>
<td>5.6</td>
</tr>
<tr class="even">
<td>PAN AM</td>
<td>6</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>16.7</td>
<td></td>
<td>5</td>
<td>83.3</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>SOUTHWEST AIRLINES</td>
<td>27</td>
<td>9</td>
<td>33.3</td>
<td></td>
<td>2</td>
<td>7.4</td>
<td></td>
<td>15</td>
<td>55.6</td>
<td></td>
<td>1</td>
<td>3.7</td>
</tr>
<tr class="even">
<td>SPIRIT AIRLINES</td>
<td>5</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>4</td>
<td>80.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>SUN COUNTRY AIRLINES</td>
<td>9</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>7</td>
<td>77.8</td>
<td></td>
<td>2</td>
<td>22.2</td>
</tr>
<tr class="even">
<td>UNITED AIRLINES</td>
<td>127</td>
<td>14</td>
<td>11.0</td>
<td></td>
<td>18</td>
<td>14.2</td>
<td></td>
<td>85</td>
<td>66.9</td>
<td></td>
<td>10</td>
<td>7.9</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>79</td>
<td>10</td>
<td>12.7</td>
<td></td>
<td>18</td>
<td>22.8</td>
<td></td>
<td>50</td>
<td>63.3</td>
<td></td>
<td>1</td>
<td>1.3</td>
</tr>
<tr class="even">
<td>VANGUARD AIRLINES</td>
<td>6</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>16.7</td>
<td></td>
<td>5</td>
<td>83.3</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>41</td>
<td>8</td>
<td>19.5</td>
<td></td>
<td>6</td>
<td>14.6</td>
<td></td>
<td>25</td>
<td>61.0</td>
<td></td>
<td>2</td>
<td>4.9</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>780</td>
<td>129</td>
<td>16.5</td>
<td></td>
<td>137</td>
<td>17.6</td>
<td></td>
<td>463</td>
<td>59.4</td>
<td></td>
<td>51</td>
<td>6.5</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td><strong>PREVIOUS YEAR'S TOTALS</strong></td>
<td>1,088</td>
<td>254</td>
<td>23.3</td>
<td></td>
<td>132</td>
<td>12.1</td>
<td></td>
<td>279</td>
<td>25.6</td>
<td></td>
<td>423</td>
<td>38.9</td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup>AIRLINES ARE LISTED INDIVIDUALLY IF DOT
RECEIVED 5 OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD.
COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER 'OTHER U.S. AIRLINES'.<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

TABLE 5

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S. AIRLINES[^6]

BY COMPLAINT CATEGORY^\*\*^

FEBRUARY 2002

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

                                                                                                                                                                              

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

  AIR CANADA                        1          0            1                   1       1         1         1          0             0              0       0         0       6

  AIR FRANCE                        3          1            1                   2       2         7         3          0             0              1       0         0       20

  ALITALIA                          0          0            0                   0       0         4         2          0             0              0       0         0       6

  BRITISH AIRWAYS                   0          0            3                   0       3         1         1          1             0              0       0         0       9

  KLM                               3          2            1                   0       0         0         0          0             0              0       0         0       6

  LUFTHANSA                         3          1            0                   0       1         0         1          0             0              0       0         0       6

  SAS                               1          0            2                   0       0         1         0          1             0              0       0         0       5

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

  VIRGIN ATLANTIC                   2          0            0                   0       1         2         2          1             0              0       0         0       8

  OTHER FOREIGN AIRLINES            6          6            3                   2       17        7         4          3             1              0       0         6       55

  TOTALS                            19         11           11                  6       27        23        15         8             1              1       0         6       128

                                                                                                                                                                              

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

  ORBITZ.COM                        0          0            1                   1       2         0         0          0             1              0       0         0       5

  OTHER TRAVEL AGENTS               0          0            2                   3       10        0         0          0             0              0       0         1       16

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

                                                                                                                                                                              

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

  OTHER TOUR OPERATORS              0          0            1                   0       6         0         0          0             0              0       0         0       7

  TOTALS                            0          0            1                   0       6         0         0          0             0              0       0         0       7

                                                                                                                                                                              

  **[MISCELLANEOUS]{.underline}**                                                                                                                                             

  OTHER MISCELLANEOUS               2          0            3                   1       5         4         10         1             1              0       0         2       29

  TOTALS                            2          0            3                   1       5         4         10         1             1              0       0         2       29

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 6

FEBRUARY

CONSUMER COMPLAINTS: RANKINGS

U.S. AIRLINES ^\*^

<table>
<colgroup>
<col style="width: 6%" />
<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: 13%" />
</colgroup>
<tbody>
<tr class="odd">
<td colspan="2"></td>
<td colspan="4"><strong>FEBRUARY 2002</strong></td>
<td></td>
<td colspan="3"><strong>FEBRUARY 2001</strong></td>
</tr>
<tr class="even">
<td></td>
<td colspan="2"></td>
<td></td>
<td></td>
<td><h1 id="complaints">COMPLAINTS</h1></td>
<td></td>
<td></td>
<td></td>
<td><h1 id="complaints-1">COMPLAINTS</h1></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"><h1 id="section-2"></h1></td>
<td><h1 id="section-3"></h1></td>
<td><h1 id="systemwide">SYSTEMWIDE</h1></td>
<td><h1 id="per-100000">PER 100,000</h1></td>
<td></td>
<td></td>
<td><h1 id="systemwide-1">SYSTEMWIDE</h1></td>
<td><h1 id="per-100000-1">PER 100,000</h1></td>
</tr>
<tr class="even">
<td><h1 id="rank-1">RANK</h1></td>
<td colspan="2"><h1 id="airline-1">AIRLINE</h1></td>
<td><h1 id="complaints-2">COMPLAINTS</h1></td>
<td><h1 id="enplanements">ENPLANEMENTS</h1></td>
<td><h1 id="enplanements-1">ENPLANEMENTS</h1></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
<td><h1 id="enplanements-2">ENPLANEMENTS</h1></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>1</td>
<td colspan="2"><em><strong>SOUTHWEST AIRLINES</strong></em></td>
<td>27</td>
<td>5,124,978</td>
<td><strong>0.53</strong></td>
<td></td>
<td>25</td>
<td>5,608,409</td>
<td><strong>0.45</strong></td>
</tr>
<tr class="odd">
<td>2</td>
<td colspan="2"><em><strong>AMERICAN EAGLE AIRLINES</strong></em></td>
<td>5</td>
<td>867,342</td>
<td><strong>0.58</strong></td>
<td></td>
<td>19</td>
<td>874,147</td>
<td><strong>2.17</strong></td>
</tr>
<tr class="even">
<td>3</td>
<td colspan="2"><em><strong>AMERICAN AIRLINES</strong></em></td>
<td>106</td>
<td>6,654,604</td>
<td><strong>1.59</strong></td>
<td></td>
<td>175</td>
<td>5,986,339</td>
<td><strong>2.92</strong></td>
</tr>
<tr class="odd">
<td>4</td>
<td colspan="2"><em><strong>CONTINENTAL AIRLINES</strong></em></td>
<td>57</td>
<td>2,978,388</td>
<td><strong>1.91</strong></td>
<td></td>
<td>71</td>
<td>3,302,289</td>
<td><strong>2.15</strong></td>
</tr>
<tr class="even">
<td>5</td>
<td colspan="2"><em><strong>NORTHWEST AIRLINES</strong></em></td>
<td>71</td>
<td>3,651,525</td>
<td><strong>1.94</strong></td>
<td></td>
<td>68</td>
<td>4,090,890</td>
<td><strong>1.66</strong></td>
</tr>
<tr class="odd">
<td>6</td>
<td colspan="2"><em><strong>DELTA AIR LINES</strong></em></td>
<td>131</td>
<td>6,409,008</td>
<td><strong>2.04</strong></td>
<td></td>
<td>169</td>
<td>7,199,894</td>
<td><strong>2.35</strong></td>
</tr>
<tr class="even">
<td>7</td>
<td colspan="2"><em><strong>ALASKA AIRLINES</strong></em></td>
<td>21</td>
<td>997,087</td>
<td><strong>2.11</strong></td>
<td></td>
<td>21</td>
<td>997,251</td>
<td><strong>2.11</strong></td>
</tr>
<tr class="odd">
<td>8</td>
<td colspan="2"><em><strong>US AIRWAYS</strong></em></td>
<td>79</td>
<td>3,691,877</td>
<td><strong>2.14</strong></td>
<td></td>
<td>77</td>
<td>4,378,438</td>
<td><strong>1.76</strong></td>
</tr>
<tr class="even">
<td>9</td>
<td colspan="2"><em><strong>UNITED AIRLINES</strong></em></td>
<td>127</td>
<td>4,683,625</td>
<td><strong>2.71</strong></td>
<td></td>
<td>161</td>
<td>5,716,999</td>
<td><strong>2.82</strong></td>
</tr>
<tr class="odd">
<td>10</td>
<td colspan="2"><em><strong>AMERICA WEST AIRLINES</strong></em></td>
<td>39</td>
<td>1,303,934</td>
<td><strong>2.99</strong></td>
<td></td>
<td>50</td>
<td>1,567,826</td>
<td><strong>3.19</strong></td>
</tr>
<tr class="even">
<td></td>
<td colspan="2"><strong>TOTAL</strong>**</td>
<td><strong>663</strong></td>
<td><strong>36,362,368</strong></td>
<td><strong>1.82</strong></td>
<td></td>
<td><strong>836</strong></td>
<td><strong>39,722,482</strong></td>
<td><strong>2.10</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 February 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.

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

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

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

![](media/image10.wmf){width="2.0701388888888888in" height="0.7in"}NAS
04/2002

[^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 February 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.

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

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

[^5]: ^\*^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS
    THIS SECTION.

[^6]: ^\*^ 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.