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

# 

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

+---------------------------+------------------------------------------+
| >                         | **Issued:** **DECEMBER 2000**            |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays October 2000             |
|                           | >                                        |
|                           | > 12 Months Ending October 2000          |
|                           | >                                        |
|                           | > Mishandled Baggage October 2000        |
|                           | >                                        |
|                           | > Oversales 3rd Quarter 2000             |
|                           | >                                        |
|                           | > January-September 2000                 |
|                           | >                                        |
|                           | > Consumer Complaints October 2000       |
|                           | >                                        |
|                           | > (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** \...\...\...\...\...\...\.....13

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

**Table 7** \...\...\...\...\...\...\.....14

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

**Table 8** \...\...\...\...\...\...\.....16

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

**Footnotes** \...\...\...\...\...\...\.....17

**Appendix** \...\...\...\...\...\...\.....18

**Section Page**

***Mishandled Baggage***

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

**Ranking** \...\...\...\...\...\..........20

***Oversales***

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

**Ranking---3^rd^ Quarter** \...\...\...\...\...\..........22

**Ranking\--YTD** \...\...\...\...\...\..........23

***Consumer Complaints***

**Explanation** \...\...\...\...\...\..........24

**Complaint Tables 1-5** \...\...\...\.....25

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

**Rankings, Table 6** \...\...\...\.....30

**Complaint Categories** \...\...\...\.....31

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

**[INTRODUCTION]{.underline}**

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

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

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

NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA

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

![](media/image5.wmf)

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

This section provides information about airline on-time performance,
flight delays, and cancellations. It is based on data filed by airlines
each month with the Department of Transportation's Bureau of
Transportation Statistics (Office of Airline Information), as described
in 14 CFR Part 234 of DOT\'s regulations. It covers nonstop
scheduled-service flights between points within the United States
(including territories) by the largest U.S. air carriers, including all
ten carriers that have at least one percent of total domestic
scheduled-service passenger revenues. These airlines account for more
than 85 percent of domestic operating revenues.

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

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

In fulfilling DOT's data reporting requirements, the reporting air
carriers use automated and/or manual systems for collecting flight data.
Those using an automated system rely on the Aircraft Communication
Addressing and Reporting System (ACARS). Based on the latest information
available to DOT, of the 11 reporting air carriers, 4 (American,
Northwest, United and US Airways) use ACARS exclusively; 3 (Alaska,
Aloha, America West and Southwest) rely solely on their pilots, gate
agents and/or ground crews to record arrival times manually; and 3
(Continental, Delta and TWA) use a combination of ACARS and manual
reporting systems.

As indicated above, a carrier may voluntarily file data for its entire
domestic system. Tables 2, 3, and 4 are limited to the 29 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 29 \"reportable\" airports and another for all of the
airports reported; see footnote C for additional explanation.

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

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

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

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"}

OCTOBER 2000

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER \*

AT 29 REPORTABLE AIRPORTS B/ AT ALL REPORTED AIRPORTS C/

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

NUMBER OF PERCENT OF NUMBER OF PERCENT OF

AIRPORTS ARRIVALS AIRPORTS ARRIVALS

CARRIER A/ REPORTED ON TIME D/ REPORTED ON TIME D/

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

ALOHA S/ 0 0.0 6 90.5

NORTHWEST S/ 29 82.9 114 83.5

CONTINENTAL S/ 28 81.2 80 82.2

DELTA S/ 29 81.7 111 82.1

US AIRWAYS S/ 25 78.0 89 78.5

TRANS WORLD S/ 28 77.8 73 77.7

AMERICAN S/ 29 75.4 91 75.6

SOUTHWEST S/ 14 68.0 58 71.0

ALASKA S/ 8 67.7 36 70.5

UNITED S/ 29 68.5 96 69.6

AMERICA WEST S/ 25 60.4 51 60.5

T O T A L 75.6 76.2

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

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

and beginning with this month's report, Aloha Airlines is the only
carrier that reports voluntarily.

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

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

OCTOBER 2000

AIR TRAVEL CONSUMER REPORT

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

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

12 MONTHS

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

CARRIER\* 10-12 1999 01-03 2000 04-06 2000 07-09 2000 08 2000 09 2000 10
2000 10 2000 09 1987 - 10 2000

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

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

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

ALASKA 69.7 (8) 66.5 (9) 70.9 (8) 70.2 (8) 69.6 (7) 76.7 (7) 70.5 (9)
68.7 (8) 76.6 (9)

ALOHA \-\-\-- \-- \-\-\-- \-- \-\-\-- \-- \-\-\-- \-- \-\-\-- \--
\-\-\-- \-- 90.5 (1) \-\-\-- \-\-- \-\-\-- \-\--

AMERICA WEST 69.2 (9) 64.7 (10) 66.6 (9) 66.4 (9) 59.5 (9) 75.6 (8) 60.5
(11) 66.2 (9) 78.7 (4)

AMERICAN 80.7 (3) 75.2 (6) 71.6 (7) 75.3 (6) 73.9 (6) 78.1 (6) 75.6 (7)
75.2 (6) 79.1 (3)

CONTINENTAL 79.8 (5) 77.7 (3) 76.9 (3) 79.1 (2) 77.7 (2) 79.5 (4) 82.2
(3) 78.6 (4) 78.4 (5)

DELTA 80.6 (4) 77.4 (4) 78.0 (2) 77.2 (5) 77.3 (3) 78.1 (5) 82.1 (4)
78.6 (3) 77.6 (8)

NORTHWEST 84.9 (2) 79.4 (2) 78.3 (1) 79.6 (1) 79.2 (1) 81.8 (2) 83.5 (2)
80.4 (1) 79.9 (2)

SOUTHWEST 79.8 (6) 76.0 (5) 75.6 (4) 78.8 (3) 76.2 (5) 81.7 (3) 71.0 (8)
76.5 (5) 82.6 (1)

TRANS WORLD 87.2 (1) 81.1 (1) 74.4 (5) 78.7 (4) 76.7 (4) 85.5 (1) 77.7
(6) 79.3 (2) 77.9 (7)

UNITED 79.5 (7) 70.8 (8) 56.8 (10) 51.6 (10) 42.7 (10) 71.8 (10) 69.6
(10) 63.7 (10) 75.5 (10)

US AIRWAYS 1.1 (10) 75.1 (7) 71.8 (6) 72.5 (7) 67.3 (8) 75.1 (9) 78.5
(5) 73.5 (7) 78.2 (6)

TOTAL 79.8 75.1 71.8 72.5 70.0 78.1 76.2 74.6 78.5

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

and beginning with this month's report, Aloha Airlines is the only
carrier that reports voluntarily.

> OCTOBER 2000
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON
> TIME D/
>
> BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)
>
> ARRIVAL AIRPORT
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> ATL BOS BWI CLT CVG DCA DEN
>
> \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\--
>
> \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \#
> OF % ON
>
> CARRIER ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME
> ARR. TIME
>
> \-\-\-\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> AA 717 79.6 1488 66.5 336 78.0 217 83.4 93 82.8 973 82.2 758 78.5
>
> AQ H/ H/ H/ H/ H/ H/ H/
>
> AS H/ H/ H/ H/ H/ H/ H/
>
> CO 587 87.1 727 72.2 293 82.6 141 92.9 H/ 645 85.3 366 79.5
>
> DL 18994 86.0 2336 70.7 393 88.3 279 90.0 5869 85.3 1381 81.5 620 80.0
>
> HP 149 63.8 212 57.1 184 53.3 H/ H/ 118 65.3 216 59.7
>
> NW 605 84.3 593 64.4 392 78.3 266 83.1 28 89.3 634 83.6 363 82.9
>
> TW 209 77.0 265 64.2 185 76.2 142 73.2 H/ 240 71.7 182 72.0
>
> UA 603 73.1 1357 67.1 368 78.3 182 86.3 153 79.7 487 79.7 8870 75.4
>
> US 628 80.3 2935 70.7 2510 79.8 10243 87.4 H/ 3191 85.5 310 84.2
>
> WN H/ H/ 3529 82.8 H/ H/ H/ H/
>
> TOTAL 22492 85.1 9913 68.8 8190 80.7 11470 87.2 6143 85.2 7669 83.1
> 11685 76.1
>
> ARRIVAL AIRPORT
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> DFW DTW EWR IAH JFK LAS LAX
>
> \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\--
>
> \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \#
> OF % ON
>
> CARRIER ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME
> ARR. TIME
>
> \-\-\-\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> AA 14745 82.6 457 78.6 895 68.5 584 76.0 1090 79.8 739 71.6 3714 64.9
>
> AQ H/ H/ H/ H/ H/ H/ H/
>
> AS H/ H/ H/ H/ H/ 317 67.2 796 59.2
>
> CO 580 81.9 310 87.1 6386 80.1 8635 85.8 58 91.4 474 77.8 684 65.8
>
> DL 3821 78.8 341 81.8 1037 77.1 279 81.7 1133 81.9 835 83.0 1449 66.7
>
> HP 200 58.5 151 57.6 270 60.0 187 49.2 248 52.4 2623 61.9 788 44.2
>
> NW 439 74.5 10415 87.1 603 74.6 416 84.4 150 83.3 372 75.5 671 64.1
>
> TW 297 73.1 180 80.0 211 69.7 119 76.5 808 80.7 154 67.5 446 66.8
>
> UA 670 73.9 341 76.2 897 66.3 434 69.6 556 74.8 1203 61.6 5562 58.1
>
> US 341 73.0 359 85.0 481 75.9 341 71.8 H/ 251 80.9 540 67.8
>
> WN H/ 583 75.5 H/ 196 71.9 H/ 4783 68.2 3698 50.6
>
> TOTAL 21093 80.9 13137 85.4 10780 76.5 11191 83.1 4043 78.5 11751 68.2
> 18348 59.1

OCTOBER 2000

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

LGA MCO MIA MSP ORD PDX PHL

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

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

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

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

AA 1752 42.1 667 81.3 3225 77.9 545 79.6 9325 76.5 243 76.1 691 68.9

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

AS H/ H/ H/ H/ 31 71.0 1433 80.0 H/

CO 427 37.7 567 81.7 366 85.8 253 86.2 590 75.4 119 88.2 247 85.0

DL 2248 64.9 2810 83.0 468 82.3 368 86.1 829 78.2 617 82.3 704 82.2

HP H/ 61 62.3 62 64.5 123 51.2 212 45.3 210 60.0 155 54.2

NW 610 31.3 496 81.3 235 82.6 10003 88.0 819 75.1 183 82.0 483 73.9

TW 274 35.8 371 88.1 221 84.2 289 82.4 320 69.1 124 76.6 177 66.1

UA 936 37.6 616 79.9 499 66.9 655 74.2 12588 77.0 998 66.6 808 70.7

US 3290 48.8 1605 75.0 416 81.7 248 83.9 661 72.2 H/ 7264 74.0

WN H/ 1399 85.8 H/ H/ H/ 952 68.2 H/

TOTAL 9537 48.3 8592 81.5 5492 78.4 12484 86.3 25375 76.3 4879 74.4
10529 73.8

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 701 65.6 93 82.8 724 71.7 646 75.7 1329 62.5 186 63.4 446 72.6 465
80.9

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

AS 313 61.7 H/ 356 77.2 3759 65.4 526 61.4 H/ H/ H/

CO 389 73.0 84 91.7 248 76.6 306 82.0 512 69.5 93 80.6 107 84.1 427 87.1

DL 706 68.4 279 88.5 496 73.4 587 83.1 773 67.8 4581 83.5 247 74.1 997
84.4

HP 6913 64.1 H/ 362 58.6 216 65.7 336 39.6 195 59.5 62 64.5 61 62.3

NW 342 63.2 147 83.0 248 79.0 510 80.0 453 64.7 93 80.6 321 81.6 337
80.7

TW 186 61.8 170 78.2 126 73.0 186 76.9 249 66.3 93 79.6 10032 80.7 184
84.8

UA 1045 53.5 182 74.2 947 62.8 1424 66.4 6354 54.8 585 63.4 247 73.7 309
79.0

US 310 72.3 8205 82.7 248 78.2 279 77.1 457 73.7 H/ 279 74.2 1270 75.0

WN 5351 61.6 H/ 2366 64.2 1134 70.9 437 46.0 1098 70.2 2505 70.6 1424
83.6

TOTAL 16256 63.1 9160 82.8 6121 67.9 9047 70.1 11426 58.1 6924 78.4
14246 78.3 5474 81.2

OCTOBER 2000

AIR TRAVEL CONSUMER REPORT

TABLE 3. PERCENTAGE OF ALL CARRIERS\' REPORTED FLIGHT OPERATIONS
ARRIVING ON TIME D/

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY

ARRIVAL AIRPORT

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

ARRIVAL TIME ATL BOS BWI CLT CVG DCA DEN DFW DTW EWR IAH JFK LAS LAX LGA
MCO

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

600 - 659 AM 67.0 75.4 70.0 87.1 89.4 100.0 100.0 90.5 79.4 75.2 93.8
75.2 100.0 83.5 88.6 76.7

700 - 759 AM 94.7 83.0 93.0 93.3 90.2 89.2 92.7 93.7 90.4 84.5 91.3 88.0
94.2 90.5 90.4 84.6

800 - 859 AM 86.6 84.0 91.3 92.7 90.4 85.2 87.6 87.1 90.5 89.8 91.0 69.6
84.8 81.3 77.1 87.6

900 - 959 AM 89.1 82.1 89.8 88.6 89.4 85.1 84.0 87.0 89.6 87.2 87.8 J/
85.8 76.4 65.2 93.1

1000 - 1059 AM 88.4 75.2 93.0 88.1 88.3 86.4 81.8 91.3 89.4 88.3 86.3
90.2 72.9 60.7 49.8 87.4

1100 - 1159 AM 88.8 77.4 88.3 92.1 83.4 84.7 78.5 82.6 86.7 85.3 86.8 J/
69.4 55.8 50.8 90.6

1200 - 1259 PM 88.5 81.5 88.7 86.1 91.1 84.7 76.7 79.4 89.2 85.0 88.8
85.7 72.3 48.6 56.5 82.4

100 - 159 PM 82.3 77.7 87.0 89.7 87.2 88.7 78.2 85.0 85.0 82.8 82.2 85.6
70.2 48.1 60.7 81.9

200 - 259 PM 83.9 70.0 83.8 89.1 94.6 83.8 78.5 81.9 87.9 78.8 83.7 92.7
65.0 54.0 52.5 82.4

300 - 359 PM 83.3 67.5 82.1 80.6 86.6 84.9 80.5 84.7 85.6 71.5 82.4 87.0
59.1 59.5 42.4 87.2

400 - 459 PM 84.3 65.5 80.8 85.7 79.6 80.1 71.3 77.7 86.0 71.7 80.2 82.3
57.1 55.4 43.9 84.2

500 - 559 PM 81.4 60.5 78.8 87.9 81.4 82.0 70.1 76.4 87.1 74.6 78.0 74.0
57.5 60.5 45.0 80.9

600 - 659 PM 84.0 57.6 76.5 86.4 80.6 80.5 67.6 76.4 80.3 70.8 78.3 78.7
65.6 54.7 38.1 77.6

700 - 759 PM 71.6 56.1 66.6 83.6 83.3 80.7 69.6 74.0 79.8 69.3 80.2 70.6
66.7 51.9 36.3 71.0

800 - 859 PM 83.7 66.0 73.4 83.1 80.6 84.5 71.8 74.6 84.4 68.8 80.9 78.7
59.6 50.7 28.2 75.8

900 - 959 PM 74.8 62.3 74.6 81.7 79.1 73.2 64.3 76.4 80.9 67.1 78.0 72.4
62.8 49.6 38.7 81.8

1000 - 1059 PM 85.1 59.6 66.8 85.7 67.7 77.3 78.4 71.0 79.3 70.4 68.4
65.1 59.8 50.4 42.6 68.4

1100 - 559 AM 79.9 68.0 75.6 75.8 82.9 81.5 62.9 77.7 80.2 77.6 73.9
73.3 67.2 69.9 48.2 74.5

TOTAL, ALL ARRIVALS,

BY AIRPORT 85.1 68.8 80.7 87.2 85.2 83.1 76.1 80.9 85.4 76.5 83.1 78.5
68.2 59.1 48.3 81.5

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 73.3 90.1 90.2 71.4 91.7 81.1 84.7 J/ 53.1 82.3 J/ 85.9
68.9 84.1

700 - 759 AM 93.5 94.0 86.0 91.2 86.9 90.4 93.5 89.9 96.5 90.2 89.1 86.3
97.2 90.4

800 - 859 AM 87.1 92.5 81.2 86.5 80.5 76.9 84.5 83.6 78.3 84.1 91.3 89.7
86.4 86.0

900 - 959 AM 85.5 86.9 83.6 89.1 79.2 67.6 94.8 83.2 73.4 70.9 87.4 89.0
90.1 82.9

1000 - 1059 AM 88.8 87.6 80.2 83.1 89.1 71.4 84.1 80.9 82.4 56.1 86.7
82.9 90.2 80.7

1100 - 1159 AM 85.9 86.9 77.0 85.0 86.5 67.4 84.8 77.9 78.8 57.8 82.2
80.9 88.3 79.0

1200 - 1259 PM 82.8 90.8 80.6 83.2 76.4 66.5 74.7 70.6 72.6 52.3 68.8
81.9 86.5 78.2

100 - 159 PM 78.2 86.7 80.2 73.0 78.7 64.8 87.3 70.6 69.3 48.3 86.1 80.2
87.3 77.4

200 - 259 PM 83.0 86.5 76.0 77.8 73.2 60.8 88.0 50.2 72.9 57.7 72.2 77.8
90.4 75.9

300 - 359 PM 78.9 87.9 78.4 69.0 76.7 61.3 88.9 72.0 67.8 43.1 78.8 74.4
83.6 75.8

400 - 459 PM 73.8 86.9 75.3 64.7 73.5 58.8 79.2 64.8 64.9 53.6 75.7 76.5
82.3 73.9

500 - 559 PM 78.1 86.0 72.1 72.8 74.0 57.7 75.7 59.4 65.8 60.7 73.0 73.2
81.2 72.4

600 - 659 PM 75.8 82.0 69.5 68.5 67.5 52.9 75.5 54.1 60.9 50.1 57.0 72.0
72.8 70.3

700 - 759 PM 75.1 82.0 70.0 62.5 55.5 54.7 81.1 69.2 61.4 56.1 78.8 76.3
78.1 70.3

800 - 859 PM 66.7 79.8 65.2 64.8 59.0 54.1 79.9 57.6 67.0 56.3 80.6 69.9
73.9 68.0

900 - 959 PM 69.2 84.1 65.2 73.6 64.1 53.2 74.8 55.1 61.7 45.5 72.8 67.7
67.4 68.5

1000 - 1059 PM 69.9 72.7 64.4 66.5 71.5 54.7 76.3 64.1 67.2 52.2 61.4
68.1 71.4 66.7

1100 - 559 AM 77.2 79.1 82.3 71.0 76.4 58.0 80.5 68.9 70.6 64.0 61.9
69.8 76.5 72.6

TOTAL, ALL ARRIVALS,

BY AIRPORT 78.4 86.3 76.3 74.4 73.8 63.1 82.8 67.9 70.1 58.1 78.4 78.3
81.2 75.6

OCTOBER 2000

AIR TRAVEL CONSUMER REPORT

TABLE 4. PERCENTAGE OF ALL CARRIERS\' REPORTED FLIGHT OPERATIONS
DEPARTING ON TIME E/

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

DEPARTURE AIRPORT

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

DEPARTURE TIME ATL BOS BWI CLT CVG DCA DEN DFW DTW EWR IAH JFK LAS LAX
LGA MCO

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

600 - 659 AM 94.2 90.5 96.3 93.5 94.1 95.9 90.3 90.8 88.3 93.8 89.7 91.8
93.2 91.0 93.5 94.5

700 - 759 AM 88.0 90.9 92.7 95.1 90.2 94.4 92.7 92.1 89.6 94.5 94.3 88.0
92.8 89.0 91.6 93.2

800 - 859 AM 89.3 88.2 89.3 91.3 90.5 89.3 85.6 89.1 89.3 90.3 92.3 92.5
84.9 81.9 92.3 92.2

900 - 959 AM 86.9 85.7 91.2 90.4 90.7 88.0 84.2 87.1 87.4 89.6 90.1 86.9
75.5 79.3 84.8 91.1

1000 - 1059 AM 89.1 87.8 84.5 92.2 89.9 89.5 80.8 86.5 84.2 87.0 87.1
85.9 64.5 67.5 76.5 89.3

1100 - 1159 AM 86.5 85.9 89.4 90.6 84.9 90.1 79.4 84.9 83.9 84.4 85.8
90.9 68.0 60.8 67.2 90.3

1200 - 1259 PM 87.3 85.7 82.7 88.4 85.9 88.8 78.7 84.3 84.8 88.2 83.4
79.0 65.7 59.0 69.1 87.3

100 - 159 PM 88.4 82.7 86.5 88.0 88.4 89.3 76.5 83.2 84.8 86.8 88.4 96.2
60.4 54.7 79.9 82.6

200 - 259 PM 82.7 85.2 81.0 68.4 85.4 92.5 76.0 84.0 88.3 86.5 83.7 88.6
63.9 57.4 68.9 86.8

300 - 359 PM 84.7 76.1 75.3 83.3 90.0 88.1 78.1 81.8 77.5 80.9 82.7 83.2
61.0 63.1 66.3 80.9

400 - 459 PM 80.3 75.7 77.6 84.0 84.4 86.4 73.1 82.2 80.6 77.1 83.2 83.5
56.4 59.4 59.1 83.7

500 - 559 PM 81.5 69.1 69.6 80.3 80.6 88.7 69.7 79.3 82.1 74.5 79.5 83.7
49.5 57.0 57.9 80.7

600 - 659 PM 79.0 62.3 74.4 84.1 83.3 87.7 72.8 78.4 73.5 75.5 85.6 78.6
61.5 59.9 54.4 84.5

700 - 759 PM 84.2 59.4 71.8 80.9 80.2 85.3 70.2 79.0 79.5 74.0 79.8 86.1
53.3 58.6 48.4 79.7

800 - 859 PM 81.9 67.0 62.6 88.6 82.2 82.0 66.1 78.2 86.8 75.6 85.1 75.8
50.1 51.4 45.9 69.7

900 - 959 PM 86.4 78.4 66.0 90.6 89.8 95.4 74.1 79.0 82.3 61.2 83.3 77.3
60.6 50.5 53.1 78.2

1000 - 1059 PM 87.1 77.8 28.6 86.0 83.8 J/ 49.2 84.9 79.4 70.4 64.5 85.2
72.7 72.1 85.2 98.4

1100 - 559 AM 86.3 96.8 96.8 67.7 J/ J/ 91.3 79.7 87.1 93.5 J/ 90.0 73.4
84.9 64.7 J/

TOTAL, ALL DEPARTURES,

BY AIRPORT 85.9 79.9 81.4 87.1 86.0 89.4 77.8 83.7 83.5 83.9 86.0 85.4
68.2 67.7 71.0 86.0

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 85.5 91.1 92.4 92.3 94.3 93.1 94.7 94.3 92.3 91.5 97.6 96.6
94.5 92.6

700 - 759 AM 85.3 85.3 91.0 90.7 89.8 85.4 90.6 91.4 85.0 87.1 94.7 86.5
95.8 90.2

800 - 859 AM 85.2 89.8 87.9 85.9 87.4 82.0 92.1 85.5 86.5 83.6 90.1 87.7
92.0 87.9

900 - 959 AM 86.8 89.2 85.2 86.5 84.9 67.9 87.0 80.5 77.4 81.6 89.2 88.3
93.6 85.1

1000 - 1059 AM 80.0 83.2 86.4 80.7 81.4 62.3 83.2 77.4 76.6 65.8 83.1
86.1 89.3 81.6

1100 - 1159 AM 83.5 86.0 80.4 81.0 87.9 58.5 84.7 72.0 78.6 61.8 83.0
80.5 87.1 79.7

1200 - 1259 PM 87.6 88.0 80.1 82.1 88.5 62.6 87.6 67.5 80.2 57.9 72.3
79.8 89.6 79.0

100 - 159 PM 83.4 86.2 80.7 81.7 79.2 61.5 91.4 70.7 74.2 66.2 77.5 80.9
89.1 79.5

200 - 259 PM 83.5 82.8 79.0 77.4 78.3 55.7 85.8 50.0 68.7 55.1 85.8 75.2
79.3 77.0

300 - 359 PM 75.5 85.5 75.6 72.5 72.7 52.0 80.9 70.0 71.2 56.1 73.7 76.4
88.2 75.4

400 - 459 PM 79.6 81.3 75.8 63.4 80.7 57.3 85.6 65.4 73.1 55.2 82.2 68.4
86.6 75.1

500 - 559 PM 72.7 81.7 72.6 69.2 72.4 58.3 73.4 58.0 64.7 54.1 76.7 72.7
71.9 72.8

600 - 659 PM 80.6 81.4 75.7 70.3 71.6 51.3 84.9 47.1 64.2 52.9 64.6 71.8
81.2 72.5

700 - 759 PM 75.0 83.0 69.3 60.0 68.8 49.2 88.7 51.6 55.5 51.9 71.6 74.1
84.0 71.5

800 - 859 PM 73.6 79.6 70.4 69.2 67.6 52.5 84.3 48.4 60.8 44.3 82.5 72.0
77.2 72.7

900 - 959 PM J/ 71.2 69.2 59.0 67.8 61.9 69.4 65.9 72.1 63.1 69.4 67.4
60.3 72.5

1000 - 1059 PM J/ 86.7 72.1 77.4 J/ 60.7 84.1 93.0 86.0 68.7 85.5 74.2
69.5 79.8

1100 - 559 AM 91.7 82.3 90.9 92.6 96.8 89.3 93.5 96.8 85.4 82.7 96.6
66.3 90.0 82.1

TOTAL, ALL DEPARTURES,

BY AIRPORT 81.2 84.6 79.6 79.6 78.6 64.0 84.7 72.6 76.6 67.5 82.5 78.2
86.5 79.4

> OCTOBER 2000
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF
> THE TIME OR MORE
>
> NUMBER OF PERCENTAGE OF FLIGHT
>
> FLIGHT ORIGIN-DESTIN. SCHEDULED OPERATIONS OPERATIONS ARRIVING NO. OF
> MIN. LATE
>
> CARRIER NUMBER AIRPORTS DEPARTURE TIME REPORTED 15 MINUTES LATE OR
> MORE D/ AVERAGE MEDIAN
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> US 277 IND-LGA 1924 27 96.30 76 75
>
> US 766 GSP-LGA 1846 27 96.30 72 68
>
> US 990 GSO-LGA 1850 27 96.30 70 67
>
> US 407 CMH-LGA 1640 27 96.30 69 57
>
> US 1107 RDU-LGA 1840 27 96.30 68 60
>
> US 2655 RSW-LGA 1515 31 93.55 62 56
>
> US 798 PIT-LGA 1739 31 93.55 53 53
>
> UA 680 ORD-LGA 1500 31 93.55 46 44
>
> US 806 CLT-LGA 1900 28 92.86 68 70
>
> US 1639 SDF-LGA 1910 27 92.59 61 64
>
> US 316 LGA-RDU 2050 27 92.59 49 39
>
> UA 2674 SMF-LAX 2015 26 92.31 66 58
>
> NW 518 DTW-LGA 1905 24 91.67 67 55
>
> US 2665 TPA-LGA 1715 31 90.32 66 70
>
> US 2667 LGA-MCO 2029 31 90.32 62 43
>
> US 2984 JAX-LGA 1710 31 90.32 58 57
>
> US 1812 BUF-LGA 1905 31 90.32 49 46
>
> UA 1565 LGA-IAD 1930 30 90.00 51 39
>
> UA 2043 SFO-LAX 1454 26 88.46 68 68
>
> WN 58 DAL-LBB 2110 24 87.50 46 28
>
> WN 1173 PHX-SAN 1925 24 87.50 37 30
>
> US 2660 MCO-LGA 1645 31 87.10 66 65
>
> UA 2036 LAX-SFO 1304 31 87.10 64 50
>
> UA 2027 SFO-LAX 1100 31 87.10 62 67
>
> NW 514 MSP-LGA 1635 31 87.10 60 61
>
> US 472 ROC-LGA 1915 31 87.10 53 52
>
> UA 2768 PHX-DEN 2000 31 87.10 51 41
>
> UA 2769 DEN-PHX 1750 31 87.10 49 33
>
> US 356 PIT-LGA 1610 31 87.10 49 44
>
> UA 1020 IAD-LGA 1730 31 87.10 48 40
>
> WN 1758 OAK-LAS 1550 31 87.10 36 30
>
> UA 2053 LAX-PHX 1850 30 86.67 51 41
>
> US 274 ROC-LGA 1409 21 85.71 44 46
>
> WN 537 LAX-MCI 1345 28 85.71 50 35
>
> US 1876 CLT-LGA 1850 27 85.19 68 72
>
> UA 2059 SFO-LAX 1752 27 85.19 58 58
>
> WN 698 STL-CMH 2030 27 85.19 58 40
>
> UA 678 ORD-LGA 1600 27 85.19 52 41
>
> AA 350 ORD-LGA 1800 27 85.19 49 40
>
> AA 738 DFW-LGA 1437 27 85.19 42 30
>
> AA 1705 MIA-LGA 1940 27 85.19 37 38
>
> UA 2227 SFO-BUR 2043 26 84.62 67 54
>
> NW 522 DTW-LGA 0845 26 84.62 32 30
>
> UA 2136 SFO-SEA 1945 31 83.87 97 62
>
> UA 2136 SAN-SFO 1741 31 83.87 92 69
>
> OCTOBER 2000
>
> 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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> HP 2807 PHX-SFO 1437 31 83.87 84 68
>
> US 2996 LGA-TPA 1840 31 83.87 64 48
>
> US 2702 FLL-LGA 1745 31 83.87 62 62
>
> US 2619 PBI-LGA 1840 31 83.87 55 57
>
> WN 952 LAX-PHX 1100 31 83.87 54 32
>
> US 2726 LGA-FLL 2005 31 83.87 53 46
>
> UA 1005 SFO-LAX 1400 31 83.87 51 40
>
> US 2695 PBI-LGA 1300 31 83.87 44 33
>
> US 1190 LGA-PIT 1945 31 83.87 38 33
>
> US 1738 STL-PHL 1742 31 83.87 36 25
>
> NW 524 DTW-LGA 1010 31 83.87 26 26
>
> UA 2171 SFO-SAN 1614 30 83.33 76 77
>
> UA 2511 SMF-LAX 1646 30 83.33 62 56
>
> UA 1983 LGA-MIA 1950 30 83.33 52 36
>
> UA 2686 LAX-TUS 2205 30 83.33 51 43
>
> UA 2577 LAS-LAX 2022 30 83.33 49 51
>
> UA 2772 PHX-DEN 2130 30 83.33 46 29
>
> UA 2028 LAX-SFO 1000 28 82.14 60 62
>
> WN 2162 PHX-AUS 1440 28 82.14 53 34
>
> WN 1323 LAX-PHX 1030 28 82.14 47 28
>
> AA 862 ORD-EWR 1315 22 81.82 35 23
>
> CO 1906 CLE-LGA 1740 27 81.48 67 73
>
> CO 1903 LGA-CLE 1959 27 81.48 60 49
>
> WN 698 MCI-STL 1915 27 81.48 58 44
>
> UA 2869 OAK-LAX 1735 27 81.48 54 41
>
> UA 888 LAX-SFO 1626 27 81.48 53 41
>
> WN 1243 LAX-SMF 1715 27 81.48 51 43
>
> US 766 LGA-ROC 2120 27 81.48 49 54
>
> WN 646 LAX-PHX 2130 27 81.48 49 32
>
> WN 810 PHX-LAX 2030 27 81.48 47 38
>
> TW 300 STL-LGA 1710 27 81.48 44 45
>
> WN 1226 LAX-PHX 1130 27 81.48 44 32
>
> AA 361 LGA-ORD 2100 27 81.48 43 27
>
> WN 969 LAS-LAX 1000 27 81.48 43 45
>
> WN 1232 SJC-LAS 2120 27 81.48 42 29
>
> WN 2145 OAK-LAX 0900 27 81.48 40 25
>
> WN 870 LAX-LAS 1535 27 81.48 40 36
>
> AA 2883 SFO-LAX 1100 27 81.48 39 37
>
> US 480 RIC-LGA 1338 27 81.48 38 34
>
> US 1052 RIC-LGA 0945 27 81.48 26 20
>
> NW 528 DTW-LGA 1335 16 81.25 28 23
>
> UA 2064 LAX-SFO 1855 26 80.77 67 55
>
> UA 2072 LAX-SFO 2028 26 80.77 44 44
>
> HP 2815 PHX-SFO 2009 31 80.65 67 47
>
> WN 1438 OAK-LAX 2030 31 80.65 56 42
>
> OCTOBER 2000
>
> 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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> CO 1976 IAH-LGA 1600 31 80.65 54 57
>
> US 1029 BUF-LGA 1630 31 80.65 54 42
>
> US 236 CLT-LGA 1700 31 80.65 52 55
>
> US 2694 LGA-PBI 2000 31 80.65 51 48
>
> AA 742 DFW-LGA 1557 31 80.65 50 37
>
> UA 2034 LAX-SFO 1230 31 80.65 50 53
>
> UA 2515 SMF-LAX 1920 31 80.65 49 38
>
> HP 2037 PHX-LAX 2124 31 80.65 48 34
>
> US 2625 MCO-LGA 1247 31 80.65 48 42
>
> UA 2318 SFO-LAS 1811 31 80.65 41 38
>
> US 938 CLT-LGA 1530 31 80.65 41 31
>
> WN 533 SJC-LAX 1020 31 80.65 40 35
>
> WN 188 OAK-LAX 1430 31 80.65 39 35
>
> NW 1618 MSP-LGA 0725 31 80.65 37 37
>
> AA 362 ORD-LGA 1500 31 80.65 34 36
>
> UA 2025 SFO-LAX 1034 31 80.65 34 41
>
> UA 2071 LAX-PHX 1707 30 80.00 68 24
>
> WN 289 LAS-BUR 2030 30 80.00 58 50
>
> UA 2863 SMF-LAX 1426 30 80.00 54 39
>
> UA 2056 LAX-SFO 1657 30 80.00 51 34
>
> UA 2508 LAS-LAX 1314 30 80.00 49 50
>
> OCTOBER 2000
>
> 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
>
> \-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-- \-\-\-\-\-\-\-\-\--
>
> UNITED 2155 104 4.8
>
> SOUTHWEST 2667 120 4.5
>
> US AIRWAYS 2134 64 3.0
>
> AMERICA WEST 621 16 2.6
>
> AMERICAN 2083 23 1.1
>
> CONTINENTAL 1141 11 1.0
>
> ALASKA 437 4 0.9
>
> NORTHWEST 1580 11 0.7
>
> TRANS WORLD 743 5 0.7
>
> DELTA 2512 2 0.1
>
> ALOHA 174 0 0.0
>
> TOTAL 16,247 360 2.2
>
> OCTOBER 2000
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT
>
> PERCENT REPORTED PERCENT REPORTED
>
> ON-TIME OPERATIONS ON-TIME OPERATIONS
>
> CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> AKRON/CANTON, OH. (CAK) 85.4 95.5 89 89 ERIE, PA. (ERI) 79.8 90.3 124
> 124
>
> ALBANY, N.Y. (ALB) 79.8 89.8 1,280 1,280 EUGENE, OR. (EUG) 60.4 63.2
> 182 182
>
> ALBUQUERQUE, N.M. (ABQ) 67.0 73.1 3,182 3,180 FAIRBANKS, AK. (FAI)
> 79.2 88.3 427 426
>
> ALLENTOWN, PA. (ABE) 79.8 85.8 570 570 FARGO, N.D. (FAR) 87.7 91.6 155
> 155
>
> AMARILLO, TX. (AMA) 66.4 78.7 411 413 FAYETTEVILLE, N.C. (FAY) 91.1
> 96.8 124 124
>
> ANCHORAGE, AK. (ANC) 73.4 82.0 1,559 1,559 FLINT, MI. (FNT) 86.5 85.3
> 96 95
>
> ASHEVILLE, N.C. (AVL) 91.1 98.4 124 124 FRESNO, CA. (FAT) 74.2 90.3 31
> 31
>
> ATLANTA, GA. (ATL) 85.1 85.9 22,492 22,470 FT. LAUDERDALE, FL. (FLL)
> 80.4 84.6 4,348 4,346
>
> AUGUSTA, GA. (AGS) 91.4 96.8 93 93 FT. MYERS, FL. (RSW) 83.2 87.9
> 1,190 1,189
>
> AUSTIN, TX. (AUS) 74.7 83.2 3,757 3,781 FT. WAYNE, IN. (FWA) 83.6 93.3
> 61 60
>
> BALTIMORE, MD. (BWI) 80.7 81.4 8,190 8,198 GRAND FORKS, N.D. (GFK)
> 91.3 95.6 69 68
>
> BARROW, AK. (BRW) 81.6 80.5 87 87 GRAND RAPIDS, MI. (GRR) 83.4 90.7
> 663 664
>
> BATON ROUGE, LA. (BTR) 86.0 85.9 364 362 GREAT FALLS, MT. (GTF) 86.9
> 90.6 214 213
>
> BETHEL, AK. (BET) 70.5 69.3 88 88 GREEN BAY, WI. (GRB) 85.0 91.3 240
> 240
>
> BILLINGS, MT. (BIL) 74.0 89.4 254 255 GREENBRIER, W.V. (LWB) 61.5 76.9
> 13 13
>
> BINGHAMTON, N.Y. (BGM) 83.9 88.7 62 62 GREENSBORO/HIGH PT., N.C. (GSO)
> 84.0 87.8 1,309 1,305
>
> BIRMINGHAM, AL. (BHM) 84.4 87.0 1,649 1,650 GREENVILLE/SPARTBG., S.C.
> (GSP) 84.7 88.9 590 593
>
> BISMARCK, N.D. (BIS) 86.7 90.8 120 119 GULFPORT/BILOXI, MS. (GPT) 94.3
> 96.6 88 88
>
> BOISE, ID. (BOI) 66.3 76.6 1,084 1,083 HARLINGEN, TX. (HRL) 72.8 79.1
> 364 364
>
> BOSTON, MA. (BOS) 68.8 79.9 9,913 9,918 HARRISBURG, PA. (MDT) 81.4
> 86.2 617 617
>
> BOZEMAN, MT. (BZN) 82.6 94.8 155 153 HARTFORD, CT./SPGFLD, MA. (BDL)
> 78.1 86.7 3,206 3,207
>
> BRISTOL, TN. (TRI) 93.5 92.5 93 93 HELENA, MT. (HLN) 87.1 85.5 62 62
>
> BUFFALO, N.Y. (BUF) 79.0 84.7 1,857 1,863 HILO, HAWAII, HI. (ITO) 92.7
> 93.1 464 464
>
> BURBANK, CA. (BUR) 61.8 64.6 2,409 2,408 HONOLULU, OAHU, HI. (HNL)
> 87.3 90.9 3,429 3,455
>
> BURLINGTON, VT. (BTV) 72.8 82.9 217 217 HOUSTON, TX. (HOU) 76.5 72.7
> 4,779 4,777
>
> CEDAR RAPIDS/IOWA CTY,IA. (CID) 73.1 82.2 394 394 HOUSTON, TX. (IAH)
> 83.1 86.0 11,191 11,184
>
> CHARLESTON, S.C. (CHS) 85.8 91.0 633 633 HUNTSVILLE/DECATUR, AL. (HSV)
> 84.0 91.2 487 487
>
> CHARLESTON, W.V. (CRW) 84.9 87.1 93 93 INDIANAPOLIS, IN. (IND) 78.4
> 84.6 3,105 3,100
>
> CHARLOTTE, N.C. (CLT) 87.2 87.1 11,470 11,470 INDIO/PALM SPRINGS, CA.
> (PSP) 70.8 82.4 291 289
>
> CHATTANOOGA, TN. (CHA) 91.4 98.9 93 93 ISLIP/LONG IS., N.Y. (ISP) 85.3
> 89.8 860 860
>
> CHICAGO, IL. (MDW) 80.1 78.2 4,382 4,382 ITHACA, N.Y. (ITH) 88.7 89.5
> 124 124
>
> CHICAGO, IL. (ORD) 76.3 79.6 25,375 25,380 JACKSON/VICKSBURG, MS.
> (JAN) 81.6 88.2 762 769
>
> CINCINNATI, OH. (CVG) 85.2 86.0 6,143 6,151 JACKSON, WY. (JAC) 83.3
> 100.0 6 7
>
> CLEVELAND, OH. (CLE) 81.5 87.2 4,608 4,604 JACKSONVILLE, FL. (JAX)
> 83.5 87.9 2,145 2,145
>
> COLORADO SPRINGS, CO. (COS) 76.8 85.7 986 984 JUNEAU, AK. (JNU) 76.3
> 82.0 337 338
>
> COLUMBIA, S.C. (CAE) 92.2 96.3 399 400 KAHULUI, MAUI, HI. (OGG) 89.5
> 90.6 1,376 1,406
>
> COLUMBUS, OH. (CMH) 78.9 84.8 3,022 3,024 KALAMAZOO, MI. (AZO) 83.6
> 98.5 67 66
>
> CORDOVA, AK. (CDV) 80.6 88.7 62 62 KALISPELL, MT. (FCA) 85.5 95.2 124
> 124
>
> CORPUS CHRISTI, TX. (CRP) 75.2 86.1 266 266 KANSAS CITY, MO. (MCI)
> 77.9 82.3 5,345 5,344
>
> DALLAS/FT. WORTH, TX. (DAL) 74.2 71.8 4,301 4,305 KETCHIKAN, AK. (KTN)
> 79.0 87.1 186 186
>
> DALLAS/FT. WORTH, TX. (DFW) 80.9 83.7 21,093 21,082 KING SALMON, AK.
> (AKN) 83.3 83.3 30 30
>
> DAYTON, OH. (DAY) 80.6 87.3 937 936 KNOXVILLE, TN. (TYS) 84.6 89.3 636
> 634
>
> DAYTONA BEACH, FL. (DAB) 89.7 92.9 155 155 KODIAK, AK. (ADQ) 77.4 82.3
> 62 62
>
> DEADHORSE, AK. (SCC) 71.0 71.0 31 31 KONA, HAWAII., HI. (KOA) 88.2
> 91.2 727 727
>
> DENVER, CO. (DEN) 76.1 77.8 11,685 11,691 KOTZEBUE, AK. (OTZ) 74.7
> 69.3 75 75
>
> DES MOINES, IA. (DSM) 79.9 88.3 598 597 LA CROSSE, WI. (LSE) 87.3 88.9
> 55 54
>
> DETROIT, MI. (DTW) 85.4 83.5 13,137 13,145 LANSING, MI. (LAN) 86.1
> 92.6 230 230
>
> DILLINGHAM, AK. (DLG) 80.0 83.3 30 30 LAS VEGAS, NV. (LAS) 68.2 68.2
> 11,751 11,739
>
> DULUTH, MN. (DLH) 88.2 90.3 93 93 LEXINGTON/FRKFT, KY. (LEX) 89.3 91.3
> 309 310
>
> DUTCH HARBOR, AK. (DUT) 69.4 56.5 62 62 LIHUE, KAUAI, HI. (LIH) 87.1
> 92.1 827 827
>
> EL PASO, TX. (ELP) 66.7 73.6 2,014 2,013 LINCOLN, NE. (LNK) 77.0 85.4
> 213 213
>
> ELMIRA, N.Y. (ELM) 82.3 88.7 124 124 LITTLE ROCK, AR. (LIT) 76.8 84.5
> 1,168 1,165
>
> OCTOBER 2000
>
> 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.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> LONG BEACH, CA. (LGB) 72.3 80.4 274 275 SAGINAW, MI. (MBS) 83.3 90.8
> 366 368
>
> LOS ANGELES, CA. (LAX) 59.1 67.7 18,348 18,339 SALT LAKE CITY, UT.
> (SLC) 78.4 82.5 6,924 6,910
>
> LOUISVILLE, KY. (SDF) 81.1 87.3 1,881 1,875 SAN ANTONIO, TX. (SAT)
> 74.6 81.0 3,321 3,324
>
> LUBBOCK, TX. (LBB) 69.7 73.6 488 488 SAN DIEGO, CA. (SAN) 67.9 72.6
> 6,121 6,154
>
> MADISON, WI. (MSN) 81.1 89.9 297 297 SAN FRANCISCO, CA. (OAK) 66.3
> 65.1 5,094 5,032
>
> MANCHESTER, N.H. (MHT) 74.7 81.2 1,168 1,168 SAN FRANCISCO, CA. (SFO)
> 58.1 67.5 11,426 11,425
>
> MEDFORD, OR. (MFR) 58.1 49.6 124 123 SAN JOSE, CA. (SJC) 67.8 71.0
> 6,233 6,230
>
> MELBOURNE, FL. (MLB) 93.5 98.4 124 124 SAN JUAN, P.R. (SJU) 79.0 88.4
> 1,923 1,924
>
> MEMPHIS, TN. (MEM) 88.5 88.1 4,788 4,793 SANTA BARBARA, CA. (SBA) 46.4
> 50.0 151 150
>
> MIAMI, FL. (MIA) 78.4 81.2 5,492 5,486 SARASOTA/BRAD., FL. (SRQ) 84.8
> 94.5 310 309
>
> MIDLAND/ODESSA, TX. (MAF) 67.0 76.3 463 460 SAVANNAH, GA. (SAV) 88.6
> 91.4 465 465
>
> MILWAUKEE, WI. (MKE) 80.6 89.0 1,312 1,312 SCRANTON/WILKES-BARRE,PA.
> (AVP) 72.6 91.9 124 124
>
> MINNEAPLS/ST.P, MN. (MSP) 86.3 84.6 12,484 12,495 SEATTLE, WA. (SEA)
> 70.1 76.6 9,047 9,052
>
> MINOT, N.D. (MIB) 100.0 81.8 11 11 SHREVEPORT, LA. (SHV) 82.3 84.7 248
> 248
>
> MINOT, N.D. (MOT) 89.3 92.8 84 83 SIOUX CITY, IA. (SUX) 86.2 91.2 58
> 57
>
> MISSION/MCALLEN, TX. (MFE) 83.5 90.2 297 296 SIOUX FALLS, S.D. (FSD)
> 88.0 94.2 275 274
>
> MISSOULA, MT. (MSO) 91.0 96.1 155 154 SITKA, AK. (SIT) 69.9 83.9 93 93
>
> MOBILE,AL./PASCAGOULA,MS. (MOB) 83.6 88.2 372 372 SOUTH BEND, IN.
> (SBN) 88.2 92.8 152 153
>
> MOLINE, IL. (MLI) 81.3 85.1 182 181 SPOKANE, WA. (GEG) 71.3 80.4 1,133
> 1,130
>
> MONROE, LA. (MLU) 85.5 93.0 186 186 SPRINGFIELD, MO. (SGF) 82.0 82.5
> 178 177
>
> MONTGOMERY, AL. (MGM) 91.4 93.5 93 93 ST. CROIX, V.I. (STX) 79.0 93.5
> 62 62
>
> MYRTLE BEACH, S.C. (MYR) 80.8 93.5 260 260 ST. LOUIS, MO. (STL) 78.3
> 78.2 14,246 14,240
>
> NASHVILLE, TN. (BNA) 83.3 85.4 4,985 4,982 ST. THOMAS, V.I. (STT) 82.7
> 92.9 168 168
>
> NEW ORLEANS, LA. (MSY) 81.6 86.1 4,492 4,497 SYRACUSE, N.Y. (SYR) 78.3
> 87.7 971 971
>
> NEW YORK, N.Y. (JFK) 78.5 85.4 4,043 4,051 TALLAHASSEE, FL. (TLH) 77.4
> 82.2 186 185
>
> NEW YORK, N.Y. (LGA) 48.3 71.0 9,537 9,533 TAMPA, FL. (TPA) 81.2 86.5
> 5,474 5,477
>
> NEWARK, N.J. (EWR) 76.5 83.9 10,780 10,780 TOLEDO, OH. (TOL) 88.7 95.2
> 62 62
>
> NEWBURGH, N.Y. (SWF) 65.3 85.5 124 124 TRAVERSE CITY, MI. (TVC) 74.2
> 90.3 62 62
>
> NOME, AK. (OME) 72.5 72.5 80 80 TUCSON, AZ. (TUS) 66.7 74.1 1,705
> 1,706
>
> NORFOLK/VA. BEACH, VA. (ORF) 82.5 89.0 1,388 1,388 TULSA, OK. (TUL)
> 77.3 83.6 1,717 1,715
>
> OKLAHOMA CITY, OK. (OKC) 74.8 82.9 1,671 1,674 VALPARAISO, FL. (VPS)
> 95.2 97.6 124 124
>
> OMAHA, NE. (OMA) 77.2 83.9 1,513 1,511 WASHINGTON, D.C. (DCA) 83.1
> 89.4 7,669 7,683
>
> ONTARIO, CA. (ONT) 66.2 72.9 3,112 3,085 WASHINGTON, D.C. (IAD) 78.4
> 81.0 4,956 4,959
>
> ORANGE COUNTY, CA. (SNA) 72.2 77.2 3,688 3,682 WEST PALM BEACH, FL.
> (PBI) 75.7 83.5 1,895 1,894
>
> ORLANDO, FL. (MCO) 81.5 86.0 8,592 8,600 WHITE PLAINS, N.Y. (HPN) 74.8
> 81.7 465 465
>
> PASCO, WA. (PSC) 90.3 87.9 124 124 WICHITA, KS. (ICT) 77.7 87.3 606
> 607
>
> PENSACOLA, FL. (PNS) 87.1 94.5 496 495 WILMINGTON, N.C. (ILM) 88.7
> 95.2 186 186
>
> PETERSBURG, AK. (PSG) 75.8 80.6 62 62 WRANGELL, AK. (WRG) 83.9 85.5 62
> 62
>
> PHILADELPHIA, PA. (PHL) 73.8 78.6 10,529 10,537 YAKUTAT, AK. (YAK)
> 69.4 82.3 62 62
>
> PHOENIX, AZ. (PHX) 63.1 64.0 16,256 16,251
>
> PITTSBURGH, PA. (PIT) 82.8 84.7 9,160 9,162
>
> PORTLAND, ME. (PWM) 75.3 85.2 580 581
>
> PORTLAND, OR. (PDX) 74.4 79.6 4,879 4,884
>
> PROVIDENCE, R.I. (PVD) 80.7 88.9 2,400 2,401
>
> RALEIGH/DURHAM, N.C. (RDU) 81.0 87.7 3,034 3,031
>
> RAPID CITY, S.D. (RAP) 86.8 97.5 121 121
>
> RENO, NV. (RNO) 71.7 73.7 2,290 2,291
>
> RICHMOND, VA. (RIC) 81.3 85.4 1,480 1,480
>
> ROANOKE, VA. (ROA) 88.7 93.0 186 186
>
> ROCHESTER, MN. (RST) 79.8 89.3 188 187
>
> ROCHESTER, N.Y. (ROC) 77.1 83.9 1,194 1,193
>
> SACRAMENTO, CA. (SMF) 69.4 71.3 3,396 3,397

OCTOBER 2000

AIR TRAVEL CONSUMER REPORT

TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS

BY CARRIER

AT 29 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

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

AMERICA WEST S/ 25 14312 665 4.6 51 18812 916 4.9

ALASKA S/ 8 7535 370 4.9 36 13180 560 4.2

UNITED S/ 29 49882 1628 3.3 96 65188 2007 3.1

AMERICAN S/ 29 47838 1561 3.3 91 63381 1861 2.9

ALOHA S/ 0 0 0 0.0 5 5441 109 2.0

TRANS WORLD S/ 28 16463 321 1.9 73 22399 444 2.0

DELTA S/ 29 55463 1087 2.0 111 77425 1452 1.9

US AIRWAYS S/ 25 46664 900 1.9 89 65017 1249 1.9

NORTHWEST S/ 29 31239 576 1.8 114 47298 797 1.7

SOUTHWEST S/ 14 29464 419 1.4 58 79627 822 1.0

CONTINENTAL S/ 28 24627 202 0.8 80 33434 261 0.8

T O T A L 323,487 7,729 2.4 491,202 10,478 2.1

**[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 29 airports for which data must be
reported. Data include all reported domestic flight operations to the 29
reportable airports (e.g., Albany to Atlanta, Toledo to Boston).

> **C** All domestic airports for which carriers reported data. Data
> include all reported domestic flight operations to the 29 reportable
> airports and from those airports to other destinations (e.g., Albany
> to Atlanta, and Atlanta to Albany). In addition, for carriers that
> reported data for their entire domestic systems, the data also include
> all reported domestic flight operations between non-required airports
> (e.g., Albany to Toledo).

**D** \"On time\" means an arrival less than 15 minutes after scheduled
arrival time; cancelled and diverted flights are not considered on-time
arrivals.

**E** \"On time\" means a departure less than 15 minutes after scheduled
departure time; cancelled flights are not considered on-time departures;
diverted flights may be on time or late departures, depending on actual
departure time.

**F** Incomplete data; percentage based on operations reported.

**G** Carrier did not report useable data.

**H** Carrier did not serve airport.

**I** Regularly scheduled flights are those for which the carrier
reported at least 15 operations for the month.

**J** Blanks in any time interval in Tables 3 and 4 indicate no arrival
operations (Table 3) or departure operations

> (Table 4) for domestic flights of the reporting carriers during that
> time period. Other carriers, including code-sharing partners, may
> operate during those periods.

**S** Carrier reported data for entire domestic system.

**V** Carrier reported data voluntarily.

**[APPENDIX]{.underline}**

NOTE: The Department of Transportation has screened the reporting
carriers\' data for completeness and verified all arithmetic data
elements computed by the carriers (e.g., length of delay). Individual
flight operations records with incorrect calculations, erroneous
city-pairs, or missing data elements were rejected and excluded from the
data base; such rejected records accounted for less than 0.01% of the
flight operations records submitted. Any errors in the data base with
respect to basic flight data \-- non-computed data elements such as
flight numbers, scheduled and actual arrival/departure times, days of
operation \-- are the responsibility of the reporting carrier.

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

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

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***OCTOBER***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            | **O |        |       |   | *    |        |       |
|   |            | CTO |        |       |   | *OCT |        |       |
|   |            | BER |        |       |   | OBER |        |       |
|   |            | 200 |        |       |   | 19   |        |       |
|   |            | 0** |        |       |   | 99** |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| # | #####      | *   | **EN   | *     |   | **T  | **EN   | *     |
| # | ## AIRLINE | *TO | PLANED | *REPO |   | OTAL | PLANED | *REPO |
| # |            | TAL | PASSEN | RTS** |   | BAG  | PASSEN | RTS** |
| # |            | B   | GERS** |       |   | GAGE | GERS** |       |
| # |            | AGG |        | **PER |   | R    |        | **PER |
| # |            | AGE |        | 1,000 |   | EPOR |        | 1,000 |
| # |            | REP |        | PA    |   | TS** |        | PA    |
|   |            | ORT |        | SSENG |   |      |        | SSENG |
| R |            | S** |        | ERS** |   |      |        | ERS** |
| A |            |     |        |       |   |      |        |       |
| N |            |     |        |       |   |      |        |       |
| K |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | ALASKA     | 2,  | 9      | **2   |   | 3    | 9      | **3   |
|   | AIRLINES   | 105 | 16,604 | .30** |   | ,390 | 55,342 | .55** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 2 | DELTA AIR  | 30, | 8,3    | **3   |   | 37   | 8,5    | **4   |
|   | LINES      | 235 | 11,571 | .64** |   | ,228 | 62,732 | .35** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 3 | NORTHWEST  | 16, | 4,0    | **4   |   | 14   | 4,0    | **3   |
|   | AIRLINES   | 780 | 72,278 | .12** |   | ,879 | 24,741 | .70** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 4 | US AIRWAYS | 21, | 5,2    | **4   |   | 20   | 4,7    | **4   |
|   |            | 480 | 04,092 | .13** |   | ,692 | 86,119 | .32** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 5 | UNITED     | 28, | 6,3    | **4   |   | 35   | 6,8    | **5   |
|   | AIRLINES   | 917 | 78,384 | .53** |   | ,796 | 07,164 | .26** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 6 | AMERICAN   | 25, | 5,5    | **4   |   | 25   | 5,7    | **4   |
|   | AIRLINES   | 487 | 51,284 | .59** |   | ,036 | 19,915 | .38** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 7 | C          | 14, | 3,0    | **4   |   | 10   | 3,1    | **3   |
|   | ONTINENTAL | 486 | 59,894 | .73** |   | ,803 | 15,157 | .47** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 8 | SOUTHWEST  | 34, | 6,3    | **5   |   | 21   | 5,6    | **3   |
|   | AIRLINES   | 651 | 64,310 | .44** |   | ,027 | 86,245 | .70** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 9 | TRANS      | 12, | 2,1    | **6   |   | 8    | 2,0    | **4   |
|   | WORLD      | 666 | 10,304 | .00** |   | ,439 | 95,321 | .03** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | AMERICA    | 9,  | 1,5    | **6   |   | 7    | 1,6    | **4   |
| 0 | WEST       | 666 | 99,108 | .04** |   | ,133 | 29,431 | .38** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   | **TOTALS** | 1   | 43,5   | **4   |   | 184  | 43,3   | **4   |
|   |            | 96, | 67,829 | .51** |   | ,423 | 82,167 | .25** |
|   |            | 473 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+

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 requirement for
reporting oversales data quarterly to the DOT's Bureau of Transportation
Statistics (Office of Airline Information) is found in 14 C.F.R. 250.10.

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

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

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JULY-SEPTEMBER***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **JULY-SEPTEMBER                                                   **JULY-SEPTEMBER                                  
                          2000**                                                             1999**                                            

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

                          Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                               

  1      ***DELTA AIR     55,339                662           26,293,384    **0.25**         43,651                1,567         25,855,692    **0.61**
         LINES***                                                                                                                              

                                                                                                                                               

  2      ***AMERICAN      47,289                634           20,643,034    **0.31**         57,242                713           19,267,801    **0.37**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  3      ***US AIRWAYS*** 19,166                559           15,116,844    **0.37**         19,015                350           13,495,129    **0.26**

                                                                                                                                               

  4      ***NORTHWEST     24,102                602           14,354,388    **0.42**         22,363                163           13,900,327    **0.12**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  5      ***AMERICA WEST  14,507                376           5,314,934     **0.71**         17,274                738           4,997,967     **1.48**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  6      ***UNITED        25,452                2,531         19,507,333    **1.30**         38,689                1,210         21,843,465    **0.55**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  7      ***ALASKA        8,147                 481           3,652,675     **1.32**         4,919                 350           3,811,080     **0.92**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  8      ***SOUTHWEST     18,379                3,220         18,821,145    **1.71**         18,919                2,369         17,020,885    **1.39**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  9      ***CONTINENTAL   12,538                1,922         10,299,565    **1.87**         13,936                290           10,202,941    **0.28**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  10     ***TRANS WORLD   22,684                2,749         6,820,591     **4.03**         15,958                63            6,605,087     **0.10**
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     247,603               13,736        140,823,893   **0.98**         251,966               7,813         137,000,374   **0.57**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

Note: United Airlines has advised us that it may not have correctly
reported those passengers who were involuntarily denied boarding prior
to the 4^th^ Q of 1999. Therefore, the data in this report may reflect
an inaccurate rate of passengers denied boarding involuntarily by United
for the 3^rd^ Q of 1999.

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY-SEPTEMBER***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **JANUARY-SEPTEMBER                                                **JANUARY-SEPTEMBER                               
                          2000**                                                             1999**                                            

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

                          Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                               

  1      ***DELTA AIR     172,546               2,675         77,988,654    **0.34**         143,707               15,230        76,926,030    **1.98**
         LINES***                                                                                                                              

                                                                                                                                               

  2      ***NORTHWEST     82,574                1,739         40,374,668    **0.43**         68,564                772           38,374,040    **0.20**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  3      ***AMERICAN      168,262               2,624         59,663,773    **0.44**         192,119               2,278         54,433,093    **0.42**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  4      ***US AIRWAYS*** 65,909                2,846         42,471,549    **0.67**         60,149                2,302         40,517,315    **0.57**

                                                                                                                                               

  5      ***AMERICA WEST  46,888                1,941         15,321,997    **1.27**         41,091                1,949         14,160,423    **1.38**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  6      ***CONTINENTAL   47,828                4,356         30,294,940    **1.44**         46,975                839           29,496,569    **0.28**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  7      ***ALASKA        26,620                1,572         10,244,180    **1.53**         17,928                1,018         10,312,660    **0.99**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  8      ***UNITED        91,362                9,643         58,805,953    **1.64**         102,185               4,170         60,254,240    **0.69**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  9      ***SOUTHWEST     68,628                9,975         54,066,772    **1.84**         59,775                6,816         48,558,809    **1.40**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  10     ***TRANS WORLD   50,762                5,310         19,262,621    **2.76**         52,952                1,652         18,717,037    **0.88**
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     821,379               42,681        408,495,107   **1.04**         785,445               37,026        391,750,216   **0.95**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

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

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

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

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

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

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

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

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

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

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

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

TABLE 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

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

                      COMPLAINTS   OPINIONS   COMPLIMENTS   INFO          COMPLAINTS   OPINIONS   COMPLIMENTS   INFO
                                                            REQUESTS                                            REQUESTS

                                                                                                                

  U.S. AIRLINES       1,395        48         10            47            1,316        129        8             55

  FOREIGN AIRLINES    174          2          1             3             191          0          0             2

  TRAVEL AGENTS       7            0          0             0             5            0          0             0

  TOUR OPERATORS      4            0          0             0             43           0          0             7

  MISCELLANEOUS[^4]   24           8          0             8             45           10         0             12

  INDUSTRY TOTALS     1,604        58         11            58            1,600        139        8             76
  ------------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^5]

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

                                                                                                  

  COMPLAINT CATEGORY  RANKING     COMPLAINTS[^6]^\*^   SUB           RANKING     COMPLAINTS\*\*   SUB
                                                       CATEGORY                                   CATEGORY

                                                                                                  

  FLIGHT PROBLEMS     1           585                                1           542              

  CANCELLATIONS                                        243                                        173

  DELAYS                                               178                                        205

  MISCONNECTIONS                                       65                                         67

                                                                                                  

  CUSTOMER SERVICE    2           319                                2           324              

                                                                                                  

  BAGGAGE             3           258                                3           260              

                                                                                                  

  RES/TKTG/BOARDING   4           127                                4           103              

                                                                                                  

  REFUNDS             5           71                                 5           94               

                                                                                                  

  FARES               6           67                                 8           62               

                                                                                                  

  OTHER               6           67                                 7           67               

  FREQUENT FLYER                                       31                                         18

                                                                                                  

  DISABILITY          8           56                                 6           78               

                                                                                                  

  OVERSALES           9           47                                 9           47               

                                                                                                  

  TOURS OR CHARTERS   10          4                                  10          15               

                                                                                                  

  ADVERTISING         11          3                                  11          8                

                                                                                                  

  ANIMALS             12          0                                  12          0                

                                                                                                  

  COMPLAINT TOTAL                 1,604                                          1,600            
  ------------------- ----------- -------------------- ---------- -- ----------- ---------------- ----------

NOTE: EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY" COMPLAINTS
ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY COMPLAINTS
WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO, COMPLAINTS
ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE SEPARATE CATEGORIES,
ARE NOW INCLUDED IN THE "OTHER" CATEGORY. EFFECTIVE WITH THE OCTOBER
2000 REPORT, "ANIMALS" WAS ADDED AS A NEW CATEGORY.

TABLE 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^7]

OCTOBER 2000

<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>20</td>
<td>4</td>
<td>4</td>
<td>2</td>
<td>2</td>
<td>6</td>
<td>6</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>45</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>1</td>
<td>6</td>
<td>9</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>24</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>43</td>
<td>3</td>
<td>4</td>
<td>3</td>
<td>1</td>
<td>7</td>
<td>20</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
<td>90</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>64</td>
<td>6</td>
<td>13</td>
<td>10</td>
<td>7</td>
<td>34</td>
<td>46</td>
<td>4</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>5</td>
<td>192</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE</td>
<td>12</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>3</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>22</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>8</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>16</td>
</tr>
<tr class="odd">
<td>COMAIR</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
</tr>
<tr class="even">
<td>CONTINENTAL AIRLINES</td>
<td>31</td>
<td>2</td>
<td>5</td>
<td>3</td>
<td>2</td>
<td>18</td>
<td>25</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>93</td>
</tr>
<tr class="odd">
<td>DELTA AIR LINES</td>
<td>55</td>
<td>4</td>
<td>20</td>
<td>14</td>
<td>7</td>
<td>14</td>
<td>26</td>
<td>7</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
<td>154</td>
</tr>
<tr class="even">
<td>DELTA CONNECTION</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>7</td>
</tr>
<tr class="odd">
<td>FRONTIER AIRLINES</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
</tr>
<tr class="even">
<td>HAWAIIAN AIRLINES</td>
<td>3</td>
<td>0</td>
<td>1</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>8</td>
</tr>
<tr class="odd">
<td>NATIONAL AIRLINES</td>
<td>5</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>10</td>
</tr>
<tr class="even">
<td>NORTHWEST AIRLINES</td>
<td>35</td>
<td>7</td>
<td>11</td>
<td>10</td>
<td>6</td>
<td>13</td>
<td>22</td>
<td>7</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
<td>116</td>
</tr>
<tr class="odd">
<td>SOUTHWEST AIRLINES</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>2</td>
<td>7</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>19</td>
</tr>
<tr class="even">
<td>SPIRIT AIRLINES</td>
<td>7</td>
<td>0</td>
<td>4</td>
<td>1</td>
<td>2</td>
<td>7</td>
<td>6</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>30</td>
</tr>
<tr class="odd">
<td>SUN COUNTRY AIRLINES</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>28</td>
<td>3</td>
<td>9</td>
<td>4</td>
<td>5</td>
<td>10</td>
<td>23</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>9</td>
<td>95</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>135</td>
<td>4</td>
<td>15</td>
<td>2</td>
<td>7</td>
<td>39</td>
<td>45</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>14</td>
<td>265</td>
</tr>
<tr class="even">
<td>UNITED EXPRESS</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>61</td>
<td>1</td>
<td>9</td>
<td>4</td>
<td>3</td>
<td>14</td>
<td>33</td>
<td>11</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>138</td>
</tr>
<tr class="even">
<td>OTHER U.S. AIRLINES</td>
<td>14</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>6</td>
<td>10</td>
<td>8</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>46</td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>TOTAL OCTOBER 2000</td>
<td>536</td>
<td>41</td>
<td>102</td>
<td>59</td>
<td>55</td>
<td>198</td>
<td>293</td>
<td>51</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>56</td>
<td>1,395</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>42.6</td>
<td>3.3</td>
<td>8.1</td>
<td>4.7</td>
<td>4.4</td>
<td>15.8</td>
<td>23.3</td>
<td>4.1</td>
<td>0.2</td>
<td>0.2</td>
<td>0</td>
<td>4.5</td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>TOTAL OCTOBER 1999</td>
<td>492</td>
<td>42</td>
<td>80</td>
<td>52</td>
<td>60</td>
<td>184</td>
<td>274</td>
<td>72</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>55</td>
<td>1,316</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>37.4</td>
<td>3.2</td>
<td>6.1</td>
<td>4</td>
<td>4.6</td>
<td>14</td>
<td>20.8</td>
<td>5.5</td>
<td>0.4</td>
<td>0</td>
<td>0</td>
<td>4.2</td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup></p>
<p><sup>**</sup>AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 5 OR
MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
INCLUDED UNDER 'OTHER U.S. AIRLINES'.<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

TABLE 4

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY INCIDENT DATE

OCTOBER 2000

<table>
<colgroup>
<col style="width: 27%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 7%" />
<col style="width: 8%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a></p>
<p>ALPHABETICAL</p></td>
<td><p>COMPS RECD</p>
<p>IN</p>
<p>OCT.</p></td>
<td><p>INCI-DENTS IN</p>
<p>OCT.</p></td>
<td>PERCENT</td>
<td></td>
<td><p>INCI-DENTS IN</p>
<p>SEPT.</p></td>
<td>PERCENT</td>
<td></td>
<td>INCI-DENTS IN ALL PRIOR MONTHS</td>
<td>PERCENT</td>
<td></td>
<td>UN-KNOWN INCI-DENT DATE</td>
<td>PERCENT</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIRTRAN AIRWAYS</td>
<td>45</td>
<td>14</td>
<td>31.1</td>
<td></td>
<td>10</td>
<td>22.2</td>
<td></td>
<td>9</td>
<td>20.0</td>
<td></td>
<td>12</td>
<td>26.7</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>24</td>
<td>4</td>
<td>16.7</td>
<td></td>
<td>6</td>
<td>25.0</td>
<td></td>
<td>8</td>
<td>33.3</td>
<td></td>
<td>6</td>
<td>25.0</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>90</td>
<td>34</td>
<td>37.8</td>
<td></td>
<td>11</td>
<td>12.2</td>
<td></td>
<td>26</td>
<td>28.9</td>
<td></td>
<td>19</td>
<td>21.1</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>192</td>
<td>45</td>
<td>23.4</td>
<td></td>
<td>48</td>
<td>25.0</td>
<td></td>
<td>68</td>
<td>35.4</td>
<td></td>
<td>31</td>
<td>16.1</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE</td>
<td>22</td>
<td>10</td>
<td>45.5</td>
<td></td>
<td>7</td>
<td>31.8</td>
<td></td>
<td>4</td>
<td>18.2</td>
<td></td>
<td>1</td>
<td>4.5</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>16</td>
<td>4</td>
<td>25.0</td>
<td></td>
<td>3</td>
<td>18.8</td>
<td></td>
<td>4</td>
<td>25.0</td>
<td></td>
<td>5</td>
<td>31.2</td>
</tr>
<tr class="odd">
<td>COMAIR</td>
<td>7</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>3</td>
<td>42.9</td>
<td></td>
<td>2</td>
<td>28.6</td>
<td></td>
<td>2</td>
<td>28.6</td>
</tr>
<tr class="even">
<td>CONTINENTAL AIRLINES</td>
<td>93</td>
<td>25</td>
<td>26.9</td>
<td></td>
<td>27</td>
<td>29.0</td>
<td></td>
<td>34</td>
<td>36.6</td>
<td></td>
<td>7</td>
<td>7.5</td>
</tr>
<tr class="odd">
<td>DELTA AIR LINES</td>
<td>154</td>
<td>35</td>
<td>22.7</td>
<td></td>
<td>36</td>
<td>23.4</td>
<td></td>
<td>59</td>
<td>38.3</td>
<td></td>
<td>24</td>
<td>15.6</td>
</tr>
<tr class="even">
<td>DELTA CONNECTION</td>
<td>7</td>
<td>5</td>
<td>71.4</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>2</td>
<td>28.6</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>FRONTIER 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>HAWAIIAN AIRLINES</td>
<td>8</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>5</td>
<td>62.5</td>
<td></td>
<td>3</td>
<td>37.5</td>
</tr>
<tr class="odd">
<td>NATIONAL AIRLINES</td>
<td>10</td>
<td>2</td>
<td>20.0</td>
<td></td>
<td>1</td>
<td>10.0</td>
<td></td>
<td>1</td>
<td>10.0</td>
<td></td>
<td>6</td>
<td>60.0</td>
</tr>
<tr class="even">
<td>NORTHWEST AIRLINES</td>
<td>116</td>
<td>38</td>
<td>32.8</td>
<td></td>
<td>23</td>
<td>19.8</td>
<td></td>
<td>33</td>
<td>28.4</td>
<td></td>
<td>22</td>
<td>19.0</td>
</tr>
<tr class="odd">
<td>SOUTHWEST AIRLINES</td>
<td>19</td>
<td>6</td>
<td>31.6</td>
<td></td>
<td>5</td>
<td>26.3</td>
<td></td>
<td>3</td>
<td>15.8</td>
<td></td>
<td>5</td>
<td>26.3</td>
</tr>
<tr class="even">
<td>SPIRIT AIRLINES</td>
<td>30</td>
<td>14</td>
<td>46.7</td>
<td></td>
<td>3</td>
<td>10.0</td>
<td></td>
<td>1</td>
<td>3.3</td>
<td></td>
<td>12</td>
<td>40.0</td>
</tr>
<tr class="odd">
<td>SUN COUNTRY AIRLINES</td>
<td>5</td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>3</td>
<td>60.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>95</td>
<td>18</td>
<td>18.9</td>
<td></td>
<td>22</td>
<td>23.2</td>
<td></td>
<td>31</td>
<td>32.6</td>
<td></td>
<td>24</td>
<td>25.3</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>265</td>
<td>58</td>
<td>21.9</td>
<td></td>
<td>58</td>
<td>21.9</td>
<td></td>
<td>116</td>
<td>43.8</td>
<td></td>
<td>33</td>
<td>12.5</td>
</tr>
<tr class="even">
<td>UNITED EXPRESS</td>
<td>7</td>
<td>3</td>
<td>42.9</td>
<td></td>
<td>2</td>
<td>28.6</td>
<td></td>
<td>1</td>
<td>14.3</td>
<td></td>
<td>1</td>
<td>14.3</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>138</td>
<td>42</td>
<td>30.4</td>
<td></td>
<td>18</td>
<td>13.0</td>
<td></td>
<td>53</td>
<td>38.4</td>
<td></td>
<td>25</td>
<td>18.1</td>
</tr>
<tr class="even">
<td>OTHER U.S. AIRLINES</td>
<td>46</td>
<td>10</td>
<td>21.7</td>
<td></td>
<td>12</td>
<td>26.1</td>
<td></td>
<td>13</td>
<td>28.3</td>
<td></td>
<td>11</td>
<td>23.9</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>
</tr>
<tr class="even">
<td><strong>TOTALS</strong></td>
<td>1,395</td>
<td>370</td>
<td>26.5</td>
<td></td>
<td>298</td>
<td>21.4</td>
<td></td>
<td>478</td>
<td>34.3</td>
<td></td>
<td>249</td>
<td>17.8</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>
</tr>
<tr class="even">
<td><strong>PREVIOUS YEAR'S TOTALS</strong></td>
<td>1,316</td>
<td>360</td>
<td>27.4</td>
<td></td>
<td>273</td>
<td>20.7</td>
<td></td>
<td>569</td>
<td>43.2</td>
<td></td>
<td>114</td>
<td>8.7</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[^8]

BY COMPLAINT CATEGORY[^9]^\*^

OCTOBER 2000

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

                                                                                                                                                                              

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

  AIR ARUBA                         5          1            2                   0       1         1         0          0             0              0       0         0       10

  AIR CANADA                        5          0            4                   0       0         3         1          0             0              0       0         0       13

  AIR FRANCE                        4          0            0                   0       1         5         3          1             0              1       0         1       16

  AIR INDIA                         3          0            0                   0       1         1         0          1             0              0       0         0       6

  ALITALIA AIRLINES                 4          2            1                   1       1         5         3          0             0              0       0         1       18

  BRITISH AIRWAYS                   4          0            2                   0       2         14        4          0             1              0       0         0       27

  KLM                               2          1            0                   1       0         4         1          1             0              0       0         2       12

  LUFTHANSA                         4          0            0                   0       1         2         2          0             0              0       0         0       9

  SABENA                            0          0            3                   0       0         1         1          0             0              0       0         0       5

  OTHER FOREIGN AIRLINES            9          2            7                   2       5         20        8          1             0              0       0         4       58

  TOTALS                            40         6            19                  4       12        56        23         4             1              1       0         8       174

                                                                                                                                                                              

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

  OTHER TRAVEL AGENTS               0          0            3                   1       1         0         2          0             0              0       0         0       7

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

                                                                                                                                                                              

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

  OTHER TOUR OPERATORS              1          0            1                   0       1         0         0          0             0              1       0         0       4

  TOTALS                            1          0            1                   0       1         0         0          0             0              1       0         0       4

                                                                                                                                                                              

  **[MISCELLANEOUS]{.underline}**                                                                                                                                             
  \*\*\*                                                                                                                                                                      

  OTHER MISCELLANEOUS               8          0            2                   3       2         4         1          1             0              0       0         3       24

  TOTALS                            8          0            2                   3       2         4         1          1             0              0       0         3       24

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 6

OCTOBER

Consumer Complaints: Rankings

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

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

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

  ***Rank***   ***AIRLINE***                ***COMPLAINTS***   ***ENPLANEMENTS***   ***ENPLANEMENTS***      ***COMPLAINTS***   ***ENPLANEMENTS***   ***ENPLANEMENTS***

                                                                                                                                                    

  1            ***SOUTHWEST                 19                 6,377,694            **0.30**                17                 5,705,654            **0.30**
               AIRLINES***                                                                                                                          

  2            ***DELTA AIR                 154                8,631,790            **1.78**                142                8,922,401            **1.59**
               LINES***                                                                                                                             

  3            ***ALASKA                    24                 1,023,983            **2.34**                14                 1,061,213            **1.32**
               AIRLINES***                                                                                                                          

  4            ***NORTHWEST                 116                4,925,867            **2.35**                132                4,840,360            **2.73**
               AIRLINES***                                                                                                                          

  5            ***CONTINENTAL               93                 3,738,990            **2.49**                97                 3,780,531            **2.57**
               AIRLINES***                                                                                                                          

  6            ***US AIRWAYS***             138                5,410,060            **2.55**                127                4,962,957            **2.56**

  7            ***AMERICAN                  192                6,964,543            **2.76**                202                7,160,841            **2.82**
               AIRLINES***                                                                                                                          

  8            ***UNITED                    265                7,249,760            **3.66**                192                7,625,921            **2.52**
               AIRLINES***                                                                                                                          

  9            ***TRANS WORLD               95                 2,190,471            **4.34**                64                 2,195,962            **2.91**
               AIRLINES***                                                                                                                          

  10           ***AMERICA WEST              90                 1,637,233            **5.50**                90                 1,664,066            **5.41**
               AIRLINES***                                                                                                                          

               **TOTAL**                    **1,186**          **48,150,391**       **2.46**                **1,077**          **47,919,906**       **2.25**
  ------------ ---------------- ----------- ------------------ -------------------- -------------------- -- ------------------ -------------------- --------------------

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

> \* U.S. airlines with at least one percent of total domestic
> scheduled-service passenger revenues.

***COMPLAINT CATEGORIES\****

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

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

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

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

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

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

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

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

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

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

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

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

**\*Note:** Effective with the September 1999 report, complaints about
"smoking" and "credit," which formerly were separate categories, are
included in the "other" category. Effective with the October 2000
report, "animals" was added as a new category.

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

NAS 12/2000

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

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

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

[^4]: ^\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, COMPLAINTS AGAINST
    "CARGO COMPANIES" (FORMERLY A SEPARATE GROUPING) ARE INCLUDED WITH
    THE "MISCELLANEOUS" GROUPING.

[^5]: ^^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS
    ATTACHED.

[^6]: ^\*\*^ INCLUDES FIGURES FOR SUB-CATEGORIES.

[^7]: ^\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY"
    COMPLAINTS ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY
    COMPLAINTS WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO,
    COMPLAINTS ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE
    SEPARATE CATEGORIES, ARE NOW INCLUDED IN THE "OTHER" CATEGORY.
    EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" WAS ADDED AS A NEW
    CATEGORY.

[^8]: ^\*^ COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 5 OR MORE
    COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
    AGAINST COMPAINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
    INCLUDED UNDER 'OTHER FOREIGN AIRLINES,' 'OTHER TOUR OPERATORS,'
    ETC.

[^9]: ^\*\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY"
    COMPLAINTS ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY
    COMPLAINTS WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO,
    COMPLAINTS ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE
    SEPARATE CATEGORIES, ARE NOW INCLUDED IN THE "OTHER" CATEGORY.
    EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" IS ADDED AS A NEW
    CATEGORY.

    ^\*\*\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, COMPLAINTS
    AGAINST "CARGO COMPANIES" (FORMERLY A SEPARATE GROUPING) ARE
    INCLUDED WITH THE "MISCELLANEOUS" GROUPING.