+-------------------------------+--------------------------------------+
| ![](media/image1.png)         | ![](media/ima                        |
| {width="0.8618055555555556in" | ge2.png){width="4.865277777777778in" |
| h                             | height="1.3875in"}                   |
| eight="0.8208333333333333in"} |                                      |
|                               |                                      |
| ###                           |                                      |
|                               |                                      |
| U.S. Department               |                                      |
|                               |                                      |
| of Transportation             |                                      |
+-------------------------------+--------------------------------------+

# 

## Air Travel Consumer Report

**A Product Of The**

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

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

+---------------------------+------------------------------------------+
| >                         | #                                        |
| ![](media/image3.png){wid | ####  [Issued: October 2004]{.underline} |
| th="2.0076388888888888in" |                                          |
| > heigh                   | > **Flight Delays**\* August 2004        |
| t="1.8333333333333333in"} | >                                        |
|                           | > 12 Months Ending August 2004           |
|                           | >                                        |
|                           | > **Mishandled Baggage**\* August 2004   |
|                           | >                                        |
|                           | > **Oversales**\* 2nd Quarter 2004\      |
|                           | > January - June 2004                    |
|                           | >                                        |
|                           | > **Consumer Complaints**\*\* August     |
|                           | > 2004                                   |
|                           | >                                        |
|                           | > (Includes Disability and               |
|                           | >                                        |
|                           | > Discrimination Complaints)             |
+---------------------------+------------------------------------------+

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

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

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

**Section Page**

***Introduction*** \...\...\...\...\...\...\.......2

***Flight Delays***

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

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

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

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

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

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

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

**Table 3** \...\...\...\...\...\........10

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

**Table 4** \...\...\...\...\...\........12

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

**Table 5** \...\...\...\...\...\.......14

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

**Table 6** \...\...\...\...\...\...\.....15

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

**Table 7** \...\...\...\...\...\...\.....16

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

**Table 8** \...\...\...\...\...\...\.....19

> Overall Number and Percentage of Flight Cancellations, by Carrier

**Table 9** \...\...\...\...\...\...\.....20

Flight Causation Data, By Airline and Category

**Table 10** \...\...\...\...\...\...\.....21

Flight Causation Data, Graphic Representation

**Footnotes** \...\...\...\...\...\...\.....22

**Appendix** \...\...\...\...\...\...\.....23

**Section Page**

***Mishandled Baggage***

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

**Ranking\--Month** \...\...\...\...\...\..........25

***Oversales***

**Explanation** \...\...\...\...\...\..........26

**Ranking\--Quarter** \...\...\...\...\...\......\....27

**Ranking\--YTD** \...\...\...\...\...\......\....28

***Consumer Complaints***

**Explanation** \...\...\...\...\...\..........29

**Complaint Tables 1-5** ......\...\..........\...30

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

**Rankings, Table 6 (Month)** .........\...\...\...\.....35

**Complaint Categories** .........\...\...\...\.....36

***Customer Service Reports to the***

***Department of Homeland Security*** 37

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

**[INTRODUCTION]{.underline}**

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

The report is divided into four sections. The sections that deal with
flight delays, mishandled baggage and oversales are based on data
collected by the Department's Bureau of Transportation Statistics. The
section that deals with consumer complaints is based on data compiled by
the OAEP's Aviation Consumer Protection Division. Each section of the
report is preceded by a brief explanation of how to read and understand
the information provided.

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

![](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 18 U.S. air carriers that have at least
one percent of total domestic scheduled-service passenger revenues, plus
1 other carrier that reports voluntarily.

The rule requires carriers to currently report on operations to and from
the 31 U.S. airports that account for at least one percent of the
nation\'s total domestic scheduled-service passenger enplanements (see
Appendix for a complete list of the reportable airports). However, all
reporting airlines have voluntarily provided data for their entire
domestic systems, and that information is included in this report.

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

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 19 reporting air carriers, 11 carriers (America
West, American, Atlantic Coast, Continental, Delta, ExpressJet,
Hawaiian, JetBlue, Northwest, United, and US Airways) use ACARS
exclusively; 4 carriers (AirTran, Atlantic Southeast, Comair, and
Southwest) record arrival times manually; and 4 carriers (Alaska,
American Eagle, ATA, and SkyWest) use a combination of ACARS and manual
reporting systems.

As indicated above, a carrier may voluntarily file data for its entire
domestic system. Tables 2, 3, and 4 are limited to the 31 required or
\"reportable\" airports; Tables 5, 6 and 7 contain data on flights
to/from all airports that were reported. Tables 1 and 8 each have one
column for the 31 \"reportable\" airports and another for all of the
airports reported; see footnote C for additional explanation.

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

Tables 3 and 4 provide information by airport and time of day. Table 5
is a list of the most frequently delayed flights, showing the percentage
of each flight operation that was 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.

Table 9 displays airline flight delay causation data by categories and
Table 10 provides an overall graphic representation of that data.

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/*.
Airline Service Quality Performance data is available for purchase as a
CD product from the BTS Product Distribution Center. It can be purchased
by calling 202-366-DATA (3282). The Department cannot respond to
inquiries about the performance of individual flights.

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

**AUGUST 2004**

**AIR TRAVEL CONSUMER REPORT**

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

  ----------------------- ------------ ----------- --------- ------------ ---------- -----------
                          **AT 31                            **AT ALL                
                          REPORTABLE                         REPORTABLE              
                          AIRPORTS                           AIRPORTS                
                          B/**                               C/**                    

  **CARRIER A/**          **NUMBER OF\ **PERCENT             **NUMBER OF\            **PERCENT
                          AIRPORTS\    OF\                   AIRPORTS\               OF\
                          REPORTED**   ARRIVALS\             REPORTED**              ARRIVALS\
                                       ON TIME                                       ON TIME
                                       D/**                                          D/**

  **HAWAIIAN AIRLINES     **7**        **90.2**    **17**                 **95.5**   
  S/V/**                                                                             

  **SKYWEST AIRLINES S/** **13**       **86.3**    **125**                **86.2**   

  **CONTINENTAL AIRLINES  **29**       **81.0**    **76**                 **81.3**   
  S/**                                                                               

  **NORTHWEST AIRLINES    **31**       **81.1**    **112**                **81.2**   
  S/**                                                                               

  **ATA AIRLINES S/**     **19**       **79.9**    **27**                 **80.7**   

  **AIRTRAN AIRWAYS S/**  **18**       **79.8**    **43**                 **80.7**   

  **ATLANTIC SOUTHEAST    **12**       **81.4**    **102**                **80.6**   
  AIRLINES S/**                                                                      

  **UNITED AIRLINES S/**  **30**       **80.5**    **79**                 **80.1**   

  **EXPRESSJET AIRLINES   **24**       **78.5**    **117**                **79.3**   
  S/**                                                                               

  **COMAIR S/**           **24**       **79.1**    **104**                **79.2**   

  **ATLANTIC COAST        **13**       **78.7**    **69**                 **77.7**   
  AIRLINES S/**                                                                      

  **SOUTHWEST AIRLINES    **16**       **76.2**    **60**                 **77.4**   
  S/**                                                                               

  **ALASKA AIRLINES S/**  **14**       **77.4**    **46**                 **77.2**   

  **DELTA AIRLINES S/**   **31**       **76.3**    **99**                 **76.2**   

  **US AIRWAYS S/**       **26**       **75.7**    **60**                 **75.6**   

  **JETBLUE AIRWAYS S/**  **10**       **74.1**    **25**                 **75.4**   

  **AMERICA WEST AIRLINES **27**       **74.7**    **51**                 **74.9**   
  S/**                                                                               

  **AMERICAN EAGLE        **23**       **74.8**    **107**                **74.0**   
  AIRLINES S/**                                                                      

  **AMERICAN AIRLINES     **30**       **73.4**    **84**                 **73.5**   
  S/**                                                                               

  **TOTAL**                            **77.9**                                      **78.3**
  ----------------------- ------------ ----------- --------- ------------ ---------- -----------

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

-   **All U.S. airlines with at least one percent of total domestic
    scheduled-service passenger revenues, plus other carriers that
    report voluntarily. Reporting by Hawaiian Airlines (voluntary)
    effective November 2003. Reporting by Comair effective January 2004.
    The carriers that are ranked in this table are the same carriers
    that are ranked in the "Mishandled Baggage" and "Consumer Complaint"
    sections of this report.**

**AUGUST 2004**

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

<table>
<colgroup>
<col style="width: 16%" />
<col style="width: 4%" />
<col style="width: 5%" />
<col style="width: 4%" />
<col style="width: 5%" />
<col style="width: 4%" />
<col style="width: 5%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
</colgroup>
<tbody>
<tr class="odd">
<td rowspan="3">CARRIER</td>
<td colspan="2">3rd QUARTER</td>
<td colspan="2"><p>4th</p>
<p>QUARTER</p></td>
<td colspan="2"><p>1st</p>
<p>QUARTER</p></td>
<td colspan="2"><p>2nd</p>
<p>QUARTER</p></td>
<td colspan="2" rowspan="2">JUN-04</td>
<td colspan="2" rowspan="2">JUL-04</td>
<td colspan="2" rowspan="2">AUG-04</td>
<td colspan="2" rowspan="2"><p>12 MONTHS ENDING</p>
<p>AUG 2004</p></td>
<td colspan="2" rowspan="2"><p>DATABASE T0 DATE</p>
<p>09 1987-</p>
<p>08 2004</p></td>
</tr>
<tr class="even">
<td colspan="2">07- 09 2003</td>
<td colspan="2">10- 12 2003</td>
<td colspan="2">01- 03 2004</td>
<td colspan="2">04- 06 2004</td>
</tr>
<tr class="odd">
<td>%</td>
<td>Rank</td>
<td>%</td>
<td>Rank</td>
<td>%</td>
<td>Rank</td>
<td>%</td>
<td>Rank</td>
<td>%</td>
<td>Rank</td>
<td>%</td>
<td>Rank</td>
<td>%</td>
<td>Rank</td>
<td>%</td>
<td>Rank</td>
<td>%</td>
<td>Rank</td>
</tr>
<tr class="even">
<td>AIRTRAN</td>
<td>75.3</td>
<td>(16)</td>
<td>78.8</td>
<td>(13)</td>
<td>75.0</td>
<td>(15)</td>
<td>79.4</td>
<td>(8)</td>
<td>71.8</td>
<td>(13)</td>
<td>77.6</td>
<td>(5)</td>
<td>80.7</td>
<td>(6)</td>
<td>78.6</td>
<td>(9)</td>
<td>--</td>
<td>(--)</td>
</tr>
<tr class="odd">
<td>ALASKA</td>
<td>81.4</td>
<td>(8)</td>
<td>76.5</td>
<td>(15)</td>
<td>75.5</td>
<td>(14)</td>
<td>80.8</td>
<td>(5)</td>
<td>76.3</td>
<td>(6)</td>
<td>78.8</td>
<td>(3)</td>
<td>77.2</td>
<td>(13)</td>
<td>78.5</td>
<td>(11)</td>
<td>76.4</td>
<td>(8)</td>
</tr>
<tr class="even">
<td>AMERICA WEST</td>
<td>83.0</td>
<td>(6)</td>
<td>81.8</td>
<td>(6)</td>
<td>74.3</td>
<td>(16)</td>
<td>76.7</td>
<td>(14)</td>
<td>73.0</td>
<td>(11)</td>
<td>76.4</td>
<td>(11)</td>
<td>74.9</td>
<td>(17)</td>
<td>77.9</td>
<td>(13)</td>
<td>78.6</td>
<td>(5)</td>
</tr>
<tr class="odd">
<td>AMERICAN</td>
<td>78.6</td>
<td>(12)</td>
<td>80.0</td>
<td>(11)</td>
<td>74.3</td>
<td>(17)</td>
<td>76.9</td>
<td>(13)</td>
<td>70.5</td>
<td>(14)</td>
<td>74.7</td>
<td>(12)</td>
<td>73.5</td>
<td>(19)</td>
<td>77.3</td>
<td>(14)</td>
<td>79.1</td>
<td>(3)</td>
</tr>
<tr class="even">
<td>AMERICAN EAGLE</td>
<td>79.0</td>
<td>(11)</td>
<td>74.9</td>
<td>(17)</td>
<td>70.9</td>
<td>(18)</td>
<td>71.3</td>
<td>(19)</td>
<td>65.9</td>
<td>(18)</td>
<td>69.7</td>
<td>(19)</td>
<td>74.0</td>
<td>(18)</td>
<td>73.0</td>
<td>(17)</td>
<td>75.1</td>
<td>(10)</td>
</tr>
<tr class="odd">
<td>ATA</td>
<td>81.9</td>
<td>(7)</td>
<td>80.2</td>
<td>(10)</td>
<td>76.1</td>
<td>(13)</td>
<td>81.9</td>
<td>(4)</td>
<td>79.2</td>
<td>(4)</td>
<td>73.7</td>
<td>(15)</td>
<td>80.7</td>
<td>(5)</td>
<td>79.7</td>
<td>(6)</td>
<td>--</td>
<td>(--)</td>
</tr>
<tr class="even">
<td>ATLANTIC COAST</td>
<td>78.4</td>
<td>(13)</td>
<td>75.5</td>
<td>(16)</td>
<td>70.6</td>
<td>(19)</td>
<td>73.7</td>
<td>(18)</td>
<td>71.8</td>
<td>(12)</td>
<td>70.0</td>
<td>(18)</td>
<td>77.7</td>
<td>(11)</td>
<td>74.3</td>
<td>(16)</td>
<td>--</td>
<td>(--)</td>
</tr>
<tr class="odd">
<td>ATLANTIC SOUTHEAST</td>
<td>71.5</td>
<td>(17)</td>
<td>82.0</td>
<td>(5)</td>
<td>81.0</td>
<td>(5)</td>
<td>77.3</td>
<td>(12)</td>
<td>65.7</td>
<td>(19)</td>
<td>74.5</td>
<td>(14)</td>
<td>80.6</td>
<td>(7)</td>
<td>79.8</td>
<td>(5)</td>
<td>--</td>
<td>(--)</td>
</tr>
<tr class="even">
<td>COMAIR</td>
<td>--</td>
<td>(--)</td>
<td>--</td>
<td>(--)</td>
<td>78.1</td>
<td>(9)</td>
<td>79.6</td>
<td>(7)</td>
<td>75.4</td>
<td>(8)</td>
<td>73.3</td>
<td>(16)</td>
<td>79.2</td>
<td>(10)</td>
<td>--</td>
<td>(--)</td>
<td>--</td>
<td>(--)</td>
</tr>
<tr class="odd">
<td>CONTINENTAL</td>
<td>79.5</td>
<td>(10)</td>
<td>81.1</td>
<td>(9)</td>
<td>79.9</td>
<td>(6)</td>
<td>74.3</td>
<td>(16)</td>
<td>68.1</td>
<td>(16)</td>
<td>76.5</td>
<td>(10)</td>
<td>81.3</td>
<td>(3)</td>
<td>78.5</td>
<td>(10)</td>
<td>78.9</td>
<td>(4)</td>
</tr>
<tr class="even">
<td>DELTA</td>
<td>81.0</td>
<td>(9)</td>
<td>81.3</td>
<td>(8)</td>
<td>77.2</td>
<td>(11)</td>
<td>75.5</td>
<td>(15)</td>
<td>68.1</td>
<td>(17)</td>
<td>72.9</td>
<td>(17)</td>
<td>76.2</td>
<td>(14)</td>
<td>78.0</td>
<td>(12)</td>
<td>77.8</td>
<td>(7)</td>
</tr>
<tr class="odd">
<td>EXPRESSJET</td>
<td>77.7</td>
<td>(14)</td>
<td>78.4</td>
<td>(14)</td>
<td>78.6</td>
<td>(8)</td>
<td>74.3</td>
<td>(17)</td>
<td>69.4</td>
<td>(15)</td>
<td>74.7</td>
<td>(13)</td>
<td>79.3</td>
<td>(9)</td>
<td>77.1</td>
<td>(15)</td>
<td>--</td>
<td>(--)</td>
</tr>
<tr class="even">
<td>HAWAIIAN</td>
<td>--</td>
<td>(--)</td>
<td>--</td>
<td>(--)</td>
<td>89.5</td>
<td>(1)</td>
<td>95.1</td>
<td>(1)</td>
<td>95.3</td>
<td>(1)</td>
<td>97.0</td>
<td>(1)</td>
<td>95.5</td>
<td>(1)</td>
<td>--</td>
<td>(--)</td>
<td>--</td>
<td>(--)</td>
</tr>
<tr class="odd">
<td>JETBLUE</td>
<td>86.2</td>
<td>(3)</td>
<td>86.7</td>
<td>(1)</td>
<td>83.8</td>
<td>(2)</td>
<td>84.3</td>
<td>(3)</td>
<td>82.5</td>
<td>(2)</td>
<td>78.4</td>
<td>(4)</td>
<td>75.4</td>
<td>(16)</td>
<td>83.8</td>
<td>(2)</td>
<td>--</td>
<td>(--)</td>
</tr>
<tr class="even">
<td>NORTHWEST</td>
<td>83.4</td>
<td>(4)</td>
<td>81.4</td>
<td>(7)</td>
<td>76.8</td>
<td>(12)</td>
<td>78.5</td>
<td>(11)</td>
<td>74.2</td>
<td>(10)</td>
<td>77.2</td>
<td>(7)</td>
<td>81.2</td>
<td>(4)</td>
<td>79.6</td>
<td>(7)</td>
<td>79.9</td>
<td>(2)</td>
</tr>
<tr class="odd">
<td>SKYWEST</td>
<td>91.2</td>
<td>(1)</td>
<td>82.8</td>
<td>(4)</td>
<td>79.7</td>
<td>(7)</td>
<td>85.3</td>
<td>(2)</td>
<td>82.2</td>
<td>(3)</td>
<td>84.4</td>
<td>(2)</td>
<td>86.2</td>
<td>(2)</td>
<td>83.9</td>
<td>(1)</td>
<td>--</td>
<td>(--)</td>
</tr>
<tr class="even">
<td>SOUTHWEST</td>
<td>86.5</td>
<td>(2)</td>
<td>85.2</td>
<td>(2)</td>
<td>83.2</td>
<td>(3)</td>
<td>78.9</td>
<td>(9)</td>
<td>74.6</td>
<td>(9)</td>
<td>77.1</td>
<td>(8)</td>
<td>77.4</td>
<td>(12)</td>
<td>82.1</td>
<td>(3)</td>
<td>82.6</td>
<td>(1)</td>
</tr>
<tr class="odd">
<td>UNITED</td>
<td>83.3</td>
<td>(5)</td>
<td>78.8</td>
<td>(12)</td>
<td>78.0</td>
<td>(10)</td>
<td>78.6</td>
<td>(10)</td>
<td>76.6</td>
<td>(5)</td>
<td>77.5</td>
<td>(6)</td>
<td>80.1</td>
<td>(8)</td>
<td>79.3</td>
<td>(8)</td>
<td>76.2</td>
<td>(9)</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>75.8</td>
<td>(15)</td>
<td>83.3</td>
<td>(3)</td>
<td>82.5</td>
<td>(4)</td>
<td>80.7</td>
<td>(6)</td>
<td>76.1</td>
<td>(7)</td>
<td>76.9</td>
<td>(9)</td>
<td>75.6</td>
<td>(15)</td>
<td>81.2</td>
<td>(4)</td>
<td>78.6</td>
<td>(6)</td>
</tr>
<tr class="odd">
<td>Total</td>
<td>81.4</td>
<td> </td>
<td>80.8</td>
<td> </td>
<td>77.9</td>
<td> </td>
<td>77.9</td>
<td> </td>
<td>73.0</td>
<td> </td>
<td>75.9</td>
<td> </td>
<td>78.3</td>
<td> </td>
<td>79.0</td>
<td> </td>
<td>78.8</td>
<td> </td>
</tr>
</tbody>
</table>

-   **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. Reporting by Hawaiian Airlines (voluntary)
    effective November 2003. Reporting by Comair effective January 2004.
    The carriers that are ranked in this table are the same carriers
    that are ranked in the "Mishandled Baggage" and "Consumer Complaint"
    sections of this report.**

**AUGUST 2004**

**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]{.underline}****\***                                                                                                                                                                                                                                                                                                                                                             

                                 **[ATL]{.underline}**                         **[BOS]{.underline}**                         **[BWI]{.underline}**                         **[CLT]{.underline}**                         **[CVG]{.underline}**                         **[DCA]{.underline}**                         **[DEN]{.underline}**                         **[DFW]{.underline}**   

  **[CARRIER]{.underline}\***    **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\
                                 ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**

  **AA**                         **666**                 **69.7**              **1523**                **73.3**              **580**                 **76.9**              **142**                 **71.1**              **H/**                                        **819**                 **73.0**              **705**                 **73.2**              **13849**               **77.4**

  **AS**                         **H/**                                        **62**                  **77.4**              **H/**                                        **H/**                                        **H/**                                        **93**                  **82.8**              **248**                 **80.2**              **H/**                  

  **B6**                         **H/**                                        **404**                 **84.4**              **H/**                                        **H/**                                        **H/**                                        **H/**                                        **93**                  **69.9**              **H/**                  

  **CO**                         **380**                 **74.5**              **578**                 **80.1**              **262**                 **84.4**              **H/**                                        **H/**                                        **389**                 **85.3**              **337**                 **73.0**              **341**                 **80.1**

  **DH**                         **472**                 **74.2**              **504**                 **68.1**              **H/**                                        **155**                 **76.8**              **3427**                **85.2**              **H/**                                        **H/**                                        **H/**                  

  **DL**                         **18003**               **76.6**              **1618**                **79.8**              **461**                 **73.1**              **236**                 **78.0**              **4671**                **83.9**              **1044**                **82.1**              **585**                 **67.2**              **1624**                **75.9**

  **EV**                         **7390**                **78.5**              **H/**                                        **H/**                                        **31**                  **93.5**              **62**                  **80.6**              **128**                 **78.1**              **108**                 **85.2**              **4568**                **85.6**

  **FL**                         **5358**                **80.7**              **660**                 **78.8**              **933**                 **81.7**              **H/**                                        **H/**                                        **155**                 **83.9**              **93**                  **82.8**              **407**                 **83.0**

  **HA**                         **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                  

  **HP**                         **155**                 **75.5**              **310**                 **64.5**              **156**                 **73.1**              **H/**                                        **H/**                                        **124**                 **76.6**              **302**                 **70.5**              **305**                 **75.1**

  **MQ**                         **89**                  **69.7**              **2012**                **70.2**              **207**                 **67.1**              **257**                 **75.9**              **333**                 **69.1**              **848**                 **71.2**              **H/**                                        **6382**                **79.4**

  **NW**                         **451**                 **75.6**              **505**                 **73.5**              **411**                 **76.2**              **203**                 **76.8**              **53**                  **69.8**              **572**                 **77.1**              **522**                 **72.6**              **394**                 **72.3**

  **OH**                         **2571**                **77.1**              **1001**                **79.3**              **124**                 **70.2**              **53**                  **90.6**              **8825**                **81.6**              **837**                 **79.7**              **H/**                                        **40**                  **87.5**

  **OO**                         **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **2661**                **87.9**              **558**                 **85.7**

  **RU**                         **185**                 **70.8**              **17**                  **76.5**              **136**                 **56.6**              **424**                 **75.9**              **266**                 **66.9**              **264**                 **65.9**              **71**                  **90.1**              **174**                 **85.6**

  **TZ**                         **H/**                                        **116**                 **77.6**              **H/**                                        **111**                 **82.9**              **H/**                                        **117**                 **82.1**              **151**                 **80.8**              **172**                 **73.3**

  **UA**                         **344**                 **74.7**              **1016**                **79.3**              **560**                 **83.0**              **248**                 **83.1**              **62**                  **85.5**              **447**                 **76.5**              **7854**                **84.7**              **549**                 **82.0**

  **US**                         **297**                 **51.2**              **1727**                **77.3**              **518**                 **73.2**              **6962**                **83.4**              **H/**                                        **2203**                **82.9**              **341**                 **73.0**              **298**                 **72.5**

  **WN**                         **H/**                                        **H/**                                        **4897**                **81.0**              **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                  

  **TOTAL**                      **36361**               **77.2**              **12053**               **75.9**              **9245**                **79.0**              **8822**                **82.3**              **17699**               **82.4**              **8040**                **78.9**              **14071**               **82.5**              **29661**               **79.3**
  ------------------------------ ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- ---------------------

**\* See Appendix at the end of this section for list of airport and
carrier codes.**

**AUGUST 2004**

**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]{.underline}\***                                                                                                                                                                                                                                                                                                                                                                

                                **[DTW]{.underline}**                         **[EWR]{.underline}**                         **[FLL]{.underline}**                         **[IAH]{.underline}**                         **[JFK]{.underline}**                         **[LAS]{.underline}**                         **[LAX]{.underline}**                         **[LGA]{.underline}**   

  **[CARRIER]{.underline}\***   **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\
                                ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**

  **AA**                        **447**                 **82.6**              **823**                 **68.0**              **721**                 **74.8**              **456**                 **73.2**              **1343**                **66.3**              **797**                 **66.2**              **2927**                **70.1**              **1967**                **66.5**

  **AS**                        **H/**                                        **62**                  **85.5**              **H/**                                        **H/**                                        **H/**                                        **372**                 **74.2**              **742**                 **84.1**              **H/**                  

  **B6**                        **H/**                                        **H/**                                        **527**                 **70.4**              **H/**                                        **2900**                **73.5**              **217**                 **81.1**              **H/**                                        **H/**                  

  **CO**                        **195**                 **88.2**              **4800**                **76.4**              **379**                 **78.4**              **7132**                **87.9**              **27**                  **96.3**              **489**                 **75.5**              **605**                 **78.2**              **307**                 **78.5**

  **DH**                        **78**                  **82.1**              **500**                 **64.0**              **H/**                                        **H/**                                        **535**                 **77.4**              **H/**                                        **H/**                                        **20**                  **15.0**

  **DL**                        **302**                 **75.5**              **602**                 **70.3**              **965**                 **67.8**              **302**                 **68.9**              **1249**                **66.3**              **761**                 **72.4**              **1231**                **73.4**              **2035**                **78.2**

  **EV**                        **H/**                                        **H/**                                        **H/**                                        **155**                 **87.7**              **11**                  **54.5**              **H/**                                        **H/**                                        **H/**                  

  **FL**                        **H/**                                        **155**                 **73.5**              **248**                 **72.2**              **H/**                                        **H/**                                        **79**                  **91.1**              **62**                  **85.5**              **430**                 **75.1**

  **HA**                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **31**                  **93.5**              **95**                  **93.7**              **H/**                  

  **HP**                        **155**                 **76.8**              **186**                 **74.2**              **62**                  **69.4**              **155**                 **72.9**              **372**                 **62.9**              **2674**                **73.0**              **803**                 **69.7**              **H/**                  

  **MQ**                        **124**                 **62.1**              **292**                 **66.4**              **17**                  **82.4**              **93**                  **61.3**              **440**                 **65.5**              **H/**                                        **1882**                **88.8**              **1624**                **68.7**

  **NW**                        **10110**               **85.6**              **396**                 **69.4**              **190**                 **78.9**              **372**                 **83.1**              **123**                 **61.0**              **433**                 **68.8**              **642**                 **71.3**              **585**                 **69.4**

  **OH**                        **336**                 **77.1**              **52**                  **55.8**              **97**                  **76.3**              **83**                  **75.9**              **1209**                **71.0**              **H/**                                        **H/**                                        **1337**                **75.8**

  **OO**                        **H/**                                        **H/**                                        **H/**                                        **946**                 **88.8**              **H/**                                        **178**                 **80.3**              **4017**                **90.0**              **H/**                  

  **RU**                        **203**                 **60.1**              **5039**                **69.5**              **H/**                                        **6964**                **87.4**              **58**                  **60.3**              **H/**                                        **H/**                                        **145**                 **76.6**

  **TZ**                        **H/**                                        **143**                 **76.2**              **124**                 **75.0**              **H/**                                        **H/**                                        **182**                 **81.3**              **244**                 **74.6**              **346**                 **73.7**

  **UA**                        **337**                 **77.4**              **637**                 **75.2**              **248**                 **80.6**              **344**                 **75.6**              **399**                 **80.2**              **1018**                **80.0**              **3406**                **80.9**              **640**                 **76.2**

  **US**                        **57**                  **84.2**              **374**                 **69.0**              **486**                 **70.0**              **325**                 **62.8**              **H/**                                        **391**                 **54.5**              **367**                 **64.3**              **1418**                **79.9**

  **WN**                        **461**                 **80.0**              **H/**                                        **1183**                **71.9**              **164**                 **76.8**              **H/**                                        **5892**                **77.4**              **3488**                **76.8**              **H/**                  

  **TOTAL**                     **12805**               **83.9**              **14061**               **72.0**              **5247**                **72.5**              **17491**               **85.8**              **8666**                **70.5**              **13514**               **74.9**              **20511**               **79.7**              **10854**               **73.6**
  ----------------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- ---------------------

**\* See Appendix at the end of this section for list of airport and
carrier codes.**

**AUGUST 2004**

**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]{.underline}\***                                                                                                                                                                                                                                                                                                                                                                

                                **[MCO]{.underline}**                         **[MDW]{.underline}**                         **[MIA]{.underline}**                         **[MSP]{.underline}**                         **[ORD]{.underline}**                         **[PDX]{.underline}**                         **[PHL]{.underline}**                         **[PHX]{.underline}**   

  **[CARRIER]{.underline}\***   **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\
                                ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**

  **AA**                        **1058**                **69.2**              **142**                 **73.9**              **3511**                **70.3**              **413**                 **70.7**              **8237**                **74.0**              **279**                 **63.8**              **632**                 **67.1**              **430**                 **69.1**

  **AS**                        **62**                  **79.0**              **H/**                                        **31**                  **74.2**              **H/**                                        **93**                  **71.0**              **1265**                **82.1**              **H/**                                        **248**                 **73.8**

  **B6**                        **437**                 **69.6**              **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                  

  **CO**                        **483**                 **75.8**              **123**                 **74.8**              **291**                 **77.7**              **196**                 **84.2**              **434**                 **71.2**              **141**                 **66.7**              **138**                 **76.1**              **320**                 **79.7**

  **DH**                        **H/**                                        **31**                  **90.3**              **H/**                                        **H/**                                        **408**                 **62.5**              **H/**                                        **3**                   **33.3**              **H/**                  

  **DL**                        **1388**                **69.2**              **155**                 **76.1**              **368**                 **66.6**              **363**                 **76.3**              **561**                 **68.6**              **275**                 **76.0**              **643**                 **68.4**              **296**                 **78.0**

  **EV**                        **H/**                                        **H/**                                        **H/**                                        **62**                  **85.5**              **H/**                                        **H/**                                        **H/**                                        **124**                 **87.1**

  **FL**                        **846**                 **77.2**              **247**                 **78.5**              **102**                 **87.3**              **155**                 **85.2**              **H/**                                        **H/**                                        **545**                 **71.2**              **H/**                  

  **HA**                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **44**                  **88.6**              **H/**                                        **32**                  **87.5**

  **HP**                        **93**                  **64.5**              **H/**                                        **62**                  **87.1**              **159**                 **67.9**              **248**                 **66.1**              **217**                 **76.0**              **186**                 **68.3**              **5580**                **79.7**

  **MQ**                        **18**                  **77.8**              **84**                  **63.1**              **216**                 **69.9**              **155**                 **70.3**              **7381**                **71.2**              **H/**                                        **253**                 **65.6**              **H/**                  

  **NW**                        **527**                 **75.0**              **364**                 **74.5**              **163**                 **82.2**              **10287**               **84.7**              **599**                 **70.5**              **216**                 **76.4**              **408**                 **67.4**              **372**                 **65.1**

  **OH**                        **465**                 **74.6**              **49**                  **71.4**              **62**                  **77.4**              **155**                 **81.3**              **159**                 **68.6**              **H/**                                        **124**                 **71.8**              **H/**                  

  **OO**                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **2422**                **76.5**              **657**                 **93.2**              **H/**                                        **341**                 **80.9**

  **RU**                        **27**                  **92.6**              **131**                 **82.4**              **40**                  **90.0**              **225**                 **76.9**              **260**                 **78.1**              **H/**                                        **194**                 **60.3**              **31**                  **93.5**

  **TZ**                        **301**                 **80.7**              **2557**                **82.7**              **62**                  **72.6**              **160**                 **74.4**              **H/**                                        **H/**                                        **147**                 **73.5**              **130**                 **75.4**

  **UA**                        **686**                 **74.1**              **H/**                                        **310**                 **80.3**              **625**                 **79.8**              **11055**               **80.4**              **859**                 **78.1**              **694**                 **71.5**              **553**                 **76.5**

  **US**                        **868**                 **60.8**              **H/**                                        **287**                 **71.1**              **174**                 **68.4**              **541**                 **66.0**              **H/**                                        **5811**                **71.6**              **271**                 **66.4**

  **WN**                        **2097**                **72.9**              **4192**                **76.6**              **H/**                                        **H/**                                        **H/**                                        **1045**                **73.2**              **868**                 **77.3**              **5563**                **76.1**

  **TOTAL**                     **9356**                **71.8**              **8075**                **78.4**              **5505**                **72.2**              **13129**               **82.9**              **32398**               **75.2**              **4998**                **78.8**              **10646**               **71.1**              **14291**               **77.2**
  ----------------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- ---------------------

**\* See Appendix at the end of this section for list of airport and
carrier codes.**

**AUGUST 2004**

**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]{.underline}\***                                                                                                                                                                                                                                                                                                                  

                                **[PIT]{.underline}**                         **[SAN]{.underline}**                         **[SEA]{.underline}**                         **[SFO]{.underline}**                         **[SLC]{.underline}**                         **[STL]{.underline}**                         **[TPA]{.underline}**   

  **[CARRIER]{.underline}\***   **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\
                                ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**

  **AA**                        **125**                 **72.8**              **647**                 **72.0**              **682**                 **73.3**              **1149**                **69.5**              **247**                 **68.8**              **1636**                **80.1**              **618**                 **73.1**

  **AS**                        **H/**                                        **403**                 **73.9**              **4696**                **75.7**              **389**                 **76.3**              **H/**                                        **H/**                                        **H/**                  

  **B6**                        **H/**                                        **93**                  **80.6**              **31**                  **51.6**              **H/**                                        **62**                  **79.0**              **H/**                                        **249**                 **74.7**

  **CO**                        **14**                  **78.6**              **247**                 **77.3**              **400**                 **75.8**              **402**                 **72.4**              **125**                 **79.2**              **54**                  **79.6**              **352**                 **78.1**

  **DH**                        **221**                 **82.4**              **H/**                                        **H/**                                        **H/**                                        **H/**                                        **26**                  **84.6**              **H/**                  

  **DL**                        **217**                 **66.8**              **487**                 **76.0**              **548**                 **70.1**              **602**                 **70.1**              **2930**                **83.0**              **240**                 **72.9**              **989**                 **72.2**

  **EV**                        **31**                  **71.0**              **H/**                                        **H/**                                        **H/**                                        **93**                  **87.1**              **H/**                                        **H/**                  

  **FL**                        **155**                 **86.5**              **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **403**                 **79.4**

  **HA**                        **H/**                                        **62**                  **91.9**              **62**                  **82.3**              **31**                  **93.5**              **H/**                                        **H/**                                        **H/**                  

  **HP**                        **31**                  **64.5**              **337**                 **77.4**              **279**                 **70.3**              **523**                 **65.0**              **84**                  **64.3**              **93**                  **83.9**              **62**                  **66.1**

  **MQ**                        **217**                 **72.4**              **897**                 **88.1**              **H/**                                        **167**                 **77.8**              **H/**                                        **H/**                                        **H/**                  

  **NW**                        **177**                 **82.5**              **216**                 **69.9**              **494**                 **77.1**              **341**                 **61.6**              **155**                 **76.8**              **426**                 **77.9**              **340**                 **77.1**

  **OH**                        **124**                 **79.0**              **H/**                                        **H/**                                        **31**                  **77.4**              **434**                 **91.0**              **310**                 **79.4**              **31**                  **74.2**

  **OO**                        **H/**                                        **698**                 **91.5**              **426**                 **88.5**              **2921**                **75.3**              **6493**                **90.6**              **1**                   **0.0**               **H/**                  

  **RU**                        **256**                 **73.8**              **H/**                                        **H/**                                        **H/**                                        **52**                  **94.2**              **331**                 **77.0**              **32**                  **87.5**

  **TZ**                        **84**                  **84.5**              **H/**                                        **150**                 **82.0**              **276**                 **78.6**              **H/**                                        **H/**                                        **H/**                  

  **UA**                        **217**                 **75.1**              **776**                 **80.4**              **1290**                **81.3**              **4280**                **80.0**              **309**                 **74.4**              **248**                 **79.0**              **372**                 **75.3**

  **US**                        **3807**                **79.9**              **181**                 **63.0**              **268**                 **64.9**              **340**                 **67.9**              **H/**                                        **68**                  **50.0**              **637**                 **67.7**

  **WN**                        **H/**                                        **2486**                **73.0**              **1082**                **71.7**              **H/**                                        **1155**                **70.2**              **1743**                **77.6**              **1796**                **74.4**

  **TOTAL**                     **5676**                **78.8**              **7530**                **77.7**              **10408**               **75.8**              **11452**               **75.2**              **12139**               **85.5**              **5176**                **78.1**              **5881**                **74.0**
  ----------------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- ---------------------

**\* See Appendix at the end of this section for list of airport and
carrier codes.**

**AUGUST 2004**

**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\         **[ATL]{.underline}**   **[BOS]{.underline}**   **[BWI]{.underline}**   **[CLT]{.underline}**   **[CVG]{.underline}**   **[DCA]{.underline}**   **[DEN]{.underline}**   **[DFW]{.underline}**   **[DTW]{.underline}**   **[EWR]{.underline}**   **[FLL]{.underline}**   **[IAH]{.underline}**   **[JFK]{.underline}**   **[LAS]{.underline}**   **[LAX]{.underline}**   **[LGA]{.underline}**   **[MCO]{.underline}**   **[MDW]{.underline}**
  ARRIVAL                                                                                                                                                                                                                                                                                                                                                                                                                                       
  TIME]{.underline}**                                                                                                                                                                                                                                                                                                                                                                                                                           

  **600 - 659 AM**      **89.8**                **78.7**                **84.9**                **94.8**                **94.7**                **72.7**                **94.3**                **84.9**                **J/**                  **81.2**                **69.4**                **93.6**                **71.7**                **98.1**                **92.0**                **80.8**                **70.0**                **80.6**

  **700 - 759 AM**      **91.8**                **86.8**                **98.9**                **90.3**                **92.0**                **90.5**                **92.4**                **85.2**                **90.2**                **86.0**                **86.8**                **96.7**                **76.1**                **94.3**                **94.8**                **84.9**                **95.5**                **95.1**

  **800 - 859 AM**      **80.6**                **90.1**                **92.1**                **83.9**                **90.6**                **90.2**                **90.0**                **83.3**                **92.6**                **87.3**                **88.1**                **94.0**                **82.5**                **93.6**                **91.3**                **89.0**                **87.2**                **90.6**

  **900 - 959 AM**      **85.0**                **86.8**                **92.0**                **82.8**                **86.1**                **92.1**                **88.9**                **82.5**                **90.8**                **90.7**                **87.6**                **94.8**                **89.0**                **87.9**                **86.0**                **87.9**                **86.8**                **87.2**

  **1000 - 1059 AM**    **88.4**                **84.7**                **91.6**                **84.8**                **87.5**                **83.9**                **86.7**                **81.2**                **88.3**                **88.7**                **83.7**                **89.8**                **86.0**                **83.2**                **84.1**                **85.3**                **80.1**                **85.0**

  **1100 - 1159 AM**    **89.9**                **84.8**                **89.1**                **86.0**                **86.2**                **86.3**                **87.9**                **81.8**                **88.3**                **85.8**                **77.9**                **89.1**                **84.0**                **84.7**                **81.1**                **84.3**                **81.6**                **83.8**

  **1200 - 1259 PM**    **89.7**                **84.4**                **88.8**                **84.9**                **86.7**                **82.2**                **83.3**                **83.2**                **88.5**                **85.2**                **77.3**                **93.5**                **81.1**                **81.1**                **82.6**                **83.8**                **80.9**                **88.8**

  **100 - 159 PM**      **89.1**                **86.6**                **83.5**                **87.2**                **85.2**                **85.3**                **88.2**                **82.1**                **82.6**                **83.9**                **79.4**                **82.7**                **77.0**                **79.6**                **81.7**                **82.4**                **79.3**                **82.4**

  **200 - 259 PM**      **84.7**                **81.6**                **88.5**                **85.3**                **84.2**                **82.5**                **87.0**                **79.6**                **86.0**                **79.1**                **81.2**                **86.2**                **72.2**                **77.5**                **81.1**                **82.2**                **76.3**                **82.8**

  **300 - 359 PM**      **79.4**                **81.5**                **86.9**                **86.4**                **79.6**                **81.2**                **83.5**                **79.8**                **84.3**                **76.7**                **76.3**                **87.6**                **79.0**                **73.2**                **81.5**                **75.0**                **69.5**                **83.1**

  **400 - 459 PM**      **67.1**                **79.6**                **80.5**                **81.4**                **82.8**                **77.8**                **80.3**                **78.7**                **86.5**                **71.6**                **76.0**                **79.8**                **67.6**                **69.4**                **82.8**                **73.2**                **64.3**                **81.8**

  **500 - 559 PM**      **65.5**                **71.3**                **76.7**                **81.0**                **80.8**                **78.2**                **79.2**                **73.4**                **81.0**                **71.6**                **68.9**                **79.5**                **69.8**                **65.5**                **79.6**                **69.4**                **63.2**                **72.2**

  **600 - 659 PM**      **68.0**                **66.0**                **66.1**                **74.8**                **80.1**                **69.6**                **76.5**                **76.7**                **78.6**                **60.5**                **63.5**                **83.7**                **58.5**                **69.3**                **75.8**                **64.0**                **66.6**                **61.1**

  **700 - 759 PM**      **68.3**                **62.7**                **65.6**                **76.8**                **73.2**                **72.4**                **71.7**                **76.6**                **80.3**                **46.7**                **62.1**                **79.6**                **69.5**                **68.4**                **73.4**                **59.6**                **66.2**                **63.2**

  **800 - 859 PM**      **61.0**                **58.2**                **58.7**                **72.9**                **76.1**                **64.9**                **72.1**                **73.2**                **73.9**                **52.1**                **62.7**                **77.3**                **58.2**                **62.4**                **68.3**                **56.3**                **63.6**                **68.5**

  **900 - 959 PM**      **58.4**                **64.0**                **72.0**                **75.4**                **74.6**                **75.0**                **76.1**                **70.8**                **76.4**                **54.5**                **57.5**                **75.7**                **57.2**                **64.6**                **69.5**                **61.3**                **65.0**                **68.4**

  **1000 - 1059 PM**    **73.1**                **66.4**                **69.3**                **70.6**                **75.0**                **67.4**                **70.6**                **70.9**                **70.7**                **64.9**                **66.5**                **62.2**                **62.7**                **58.4**                **68.6**                **54.5**                **62.5**                **71.2**

  **1100 - 559 AM**     **77.2**                **73.4**                **71.7**                **69.7**                **83.9**                **73.3**                **69.2**                **75.0**                **78.8**                **71.3**                **64.1**                **82.2**                **69.2**                **59.0**                **74.4**                **63.5**                **64.8**                **76.0**

  **TOTAL, ALL          **77.2**                **75.9**                **79.0**                **82.3**                **82.4**                **78.9**                **82.5**                **79.3**                **83.9**                **72.0**                **72.5**                **85.8**                **70.5**                **74.9**                **79.7**                **73.6**                **71.8**                **78.4**
  ARRIVALS,\                                                                                                                                                                                                                                                                                                                                                                                                                                    
  BY AIRPORT**                                                                                                                                                                                                                                                                                                                                                                                                                                  
  --------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- -----------------------

**\* See Appendix at the end of this section for list of airport
codes.**

**AUGUST 2004**

**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\         **[MIA]{.underline}**   **[MSP]{.underline}**   **[ORD]{.underline}**   **[PDX]{.underline}**   **[PHL]{.underline}**   **[PHX]{.underline}**   **[PIT]{.underline}**   **[SAN]{.underline}**   **[SEA]{.underline}**   **[SFO]{.underline}**   **[SLC]{.underline}**   **[STL]{.underline}**   **[TPA]{.underline}**   **[TOTAL]{.underline}**
  ARRIVAL                                                                                                                                                                                                                                                                                                                                       
  TIME]{.underline}**                                                                                                                                                                                                                                                                                                                           

  **600 - 659 AM**      **79.6**                **91.9**                **88.1**                **J/**                  **90.0**                **93.7**                **81.1**                **100.0**               **85.5**                **91.4**                **87.1**                **J/**                  **69.8**                **86.4**

  **700 - 759 AM**      **83.9**                **91.5**                **86.5**                **98.1**                **84.3**                **92.5**                **92.1**                **90.1**                **93.5**                **92.4**                **96.0**                **88.6**                **90.6**                **90.7**

  **800 - 859 AM**      **83.4**                **90.7**                **83.4**                **95.5**                **74.8**                **92.3**                **88.3**                **88.7**                **94.8**                **93.9**                **94.2**                **90.6**                **92.8**                **87.4**

  **900 - 959 AM**      **83.2**                **87.1**                **81.5**                **94.9**                **81.8**                **82.0**                **85.8**                **88.8**                **92.3**                **73.1**                **91.0**                **86.1**                **89.4**                **86.2**

  **1000 - 1059 AM**    **80.8**                **85.1**                **78.5**                **86.4**                **87.8**                **86.8**                **85.5**                **86.6**                **82.1**                **63.1**                **92.3**                **88.1**                **83.3**                **84.4**

  **1100 - 1159 AM**    **82.9**                **90.5**                **80.7**                **85.8**                **86.3**                **91.0**                **85.8**                **80.0**                **85.3**                **64.9**                **88.5**                **81.4**                **85.4**                **84.3**

  **1200 - 1259 PM**    **74.9**                **89.5**                **79.8**                **82.1**                **87.2**                **82.1**                **85.6**                **82.0**                **80.6**                **73.7**                **89.0**                **88.5**                **80.9**                **84.5**

  **100 - 159 PM**      **81.1**                **87.4**                **80.0**                **90.3**                **79.6**                **81.1**                **85.9**                **79.7**                **79.5**                **76.9**                **87.5**                **86.0**                **79.1**                **83.6**

  **200 - 259 PM**      **74.1**                **85.0**                **77.5**                **71.9**                **81.0**                **78.4**                **90.4**                **82.5**                **79.6**                **82.9**                **87.2**                **81.8**                **78.7**                **81.8**

  **300 - 359 PM**      **71.2**                **83.1**                **74.2**                **71.4**                **76.1**                **76.6**                **85.5**                **83.2**                **77.2**                **78.0**                **87.7**                **81.8**                **76.4**                **79.6**

  **400 - 459 PM**      **69.7**                **81.7**                **73.8**                **83.7**                **70.4**                **70.2**                **77.6**                **78.2**                **74.1**                **83.4**                **79.2**                **82.2**                **74.0**                **75.8**

  **500 - 559 PM**      **56.3**                **82.2**                **71.0**                **75.3**                **64.8**                **71.4**                **70.4**                **77.6**                **72.2**                **76.2**                **82.1**                **74.8**                **74.7**                **73.8**

  **600 - 659 PM**      **60.8**                **77.2**                **66.3**                **75.1**                **61.5**                **68.0**                **74.1**                **72.8**                **71.1**                **78.2**                **65.6**                **74.7**                **61.3**                **70.7**

  **700 - 759 PM**      **67.1**                **74.2**                **61.9**                **75.6**                **53.0**                **64.9**                **68.8**                **67.1**                **68.1**                **76.2**                **82.1**                **70.3**                **67.5**                **69.5**

  **800 - 859 PM**      **65.7**                **71.8**                **61.2**                **71.9**                **55.3**                **63.9**                **66.5**                **67.1**                **64.4**                **70.9**                **72.4**                **66.7**                **69.7**                **65.6**

  **900 - 959 PM**      **61.2**                **76.5**                **60.5**                **68.6**                **50.4**                **62.9**                **65.4**                **67.9**                **69.4**                **71.0**                **81.8**                **68.1**                **60.8**                **66.9**

  **1000 - 1059 PM**    **66.9**                **64.0**                **68.2**                **62.5**                **63.2**                **56.1**                **78.6**                **70.8**                **63.4**                **68.0**                **68.8**                **59.6**                **64.4**                **67.1**

  **1100 - 559 AM**     **69.7**                **75.8**                **82.0**                **72.0**                **68.0**                **66.9**                **61.8**                **70.3**                **68.4**                **74.9**                **70.9**                **73.6**                **65.1**                **71.4**

  **TOTAL, ALL          **72.2**                **82.9**                **75.2**                **78.8**                **71.1**                **77.2**                **78.8**                **77.7**                **75.8**                **75.2**                **85.5**                **78.1**                **74.0**                **77.9**
  ARRIVALS,\                                                                                                                                                                                                                                                                                                                                    
  BY AIRPORT**                                                                                                                                                                                                                                                                                                                                  
  --------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- -------------------------

**\* See Appendix at the end of this section for list of airport
codes.**

**AUGUST 2004**

**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\         **[ATL]{.underline}**   **[BOS]{.underline}**   **[BWI]{.underline}**   **[CLT]{.underline}**   **[CVG]{.underline}**   **[DCA]{.underline}**   **[DEN]{.underline}**   **[DFW]{.underline}**   **[DTW]{.underline}**   **[EWR]{.underline}**   **[FLL]{.underline}**   **[IAH]{.underline}**   **[JFK]{.underline}**   **[LAS]{.underline}**   **[LAX]{.underline}**   **[LGA]{.underline}**   **[MCO]{.underline}**   **[MDW]{.underline}**
  DEPARTURE                                                                                                                                                                                                                                                                                                                                                                                                                                     
  TIME]{.underline}**                                                                                                                                                                                                                                                                                                                                                                                                                           

  **600 - 659 AM**      **93.5**                **92.8**                **94.1**                **97.0**                **93.3**                **94.3**                **92.5**                **88.0**                **90.9**                **94.6**                **95.9**                **93.8**                **87.0**                **95.3**                **92.7**                **92.9**                **91.1**                **89.8**

  **700 - 759 AM**      **94.3**                **87.0**                **93.2**                **89.8**                **92.3**                **92.5**                **94.7**                **83.4**                **91.0**                **92.3**                **93.4**                **95.8**                **87.9**                **94.0**                **90.7**                **89.5**                **89.8**                **89.7**

  **800 - 859 AM**      **91.0**                **87.0**                **93.1**                **87.3**                **91.4**                **90.3**                **91.5**                **82.5**                **90.4**                **90.6**                **93.0**                **93.0**                **87.6**                **89.8**                **91.3**                **87.9**                **85.3**                **93.1**

  **900 - 959 AM**      **85.4**                **86.9**                **90.4**                **86.5**                **91.7**                **88.0**                **92.8**                **83.7**                **87.4**                **91.9**                **92.0**                **95.8**                **85.0**                **86.5**                **87.5**                **85.9**                **88.7**                **85.1**

  **1000 - 1059 AM**    **88.7**                **87.0**                **88.2**                **85.1**                **90.2**                **89.7**                **87.7**                **80.1**                **87.0**                **87.9**                **87.1**                **94.6**                **89.6**                **81.2**                **84.8**                **91.2**                **83.7**                **86.1**

  **1100 - 1159 AM**    **88.4**                **88.5**                **88.5**                **90.5**                **83.1**                **88.9**                **87.0**                **83.3**                **88.0**                **91.8**                **84.1**                **90.9**                **84.7**                **79.3**                **80.1**                **86.8**                **81.8**                **81.9**

  **1200 - 1259 PM**    **88.7**                **89.9**                **81.7**                **84.6**                **84.2**                **87.2**                **88.7**                **78.9**                **87.6**                **86.8**                **83.8**                **90.3**                **81.1**                **72.3**                **81.6**                **80.8**                **83.5**                **84.4**

  **100 - 159 PM**      **88.2**                **84.0**                **77.6**                **77.8**                **83.0**                **84.1**                **86.0**                **80.7**                **85.2**                **83.0**                **78.5**                **92.4**                **70.6**                **71.1**                **83.6**                **85.9**                **75.0**                **79.1**

  **200 - 259 PM**      **85.9**                **79.8**                **79.4**                **84.5**                **80.5**                **84.6**                **87.5**                **76.6**                **73.6**                **79.5**                **73.5**                **85.1**                **79.3**                **71.6**                **76.1**                **80.6**                **74.8**                **69.6**

  **300 - 359 PM**      **78.7**                **78.4**                **81.4**                **80.6**                **78.8**                **83.2**                **82.4**                **78.9**                **78.0**                **75.7**                **74.2**                **86.2**                **65.5**                **73.1**                **83.1**                **78.1**                **65.9**                **75.2**

  **400 - 459 PM**      **75.2**                **75.2**                **74.0**                **78.6**                **75.9**                **79.3**                **81.9**                **75.2**                **71.7**                **74.5**                **70.9**                **87.5**                **72.4**                **65.6**                **81.1**                **76.1**                **53.9**                **75.4**

  **500 - 559 PM**      **67.9**                **71.2**                **73.3**                **79.6**                **70.1**                **75.9**                **79.3**                **74.8**                **79.4**                **71.0**                **72.1**                **83.3**                **59.4**                **64.8**                **79.1**                **74.7**                **56.1**                **66.0**

  **600 - 659 PM**      **66.6**                **67.4**                **67.5**                **78.7**                **70.6**                **75.6**                **78.1**                **72.7**                **78.0**                **67.6**                **75.5**                **82.0**                **61.5**                **63.0**                **81.6**                **66.3**                **54.5**                **56.8**

  **700 - 759 PM**      **67.2**                **67.2**                **60.6**                **70.3**                **77.4**                **72.0**                **77.8**                **73.1**                **75.3**                **49.9**                **63.7**                **87.1**                **56.1**                **57.7**                **77.9**                **68.2**                **63.7**                **54.1**

  **800 - 859 PM**      **67.2**                **67.1**                **60.8**                **73.3**                **72.9**                **72.3**                **75.2**                **70.5**                **77.7**                **54.3**                **60.6**                **84.9**                **60.2**                **61.3**                **76.5**                **66.0**                **57.3**                **56.7**

  **900 - 959 PM**      **60.7**                **63.4**                **55.4**                **79.0**                **75.6**                **77.4**                **73.3**                **75.6**                **83.1**                **46.3**                **69.3**                **90.2**                **61.1**                **54.9**                **75.0**                **56.5**                **67.5**                **64.9**

  **1000 - 1059 PM**    **67.9**                **65.7**                **75.0**                **75.8**                **72.0**                **77.4**                **J/**                  **69.8**                **78.0**                **63.0**                **51.6**                **91.4**                **63.3**                **70.3**                **85.9**                **100.0**               **54.0**                **71.8**

  **1100 - 559 AM**     **74.5**                **96.0**                **80.6**                **J/**                  **80.3**                **J/**                  **84.0**                **91.9**                **88.9**                **94.7**                **98.4**                **93.5**                **81.7**                **73.2**                **80.5**                **95.5**                **91.4**                **96.8**

  **TOTAL, ALL          **78.7**                **80.3**                **79.4**                **81.5**                **81.1**                **84.2**                **84.7**                **78.6**                **83.0**                **79.2**                **80.7**                **89.6**                **73.8**                **74.7**                **83.6**                **80.5**                **74.4**                **76.0**
  DEPARTURES,\                                                                                                                                                                                                                                                                                                                                                                                                                                  
  BY AIRPORT**                                                                                                                                                                                                                                                                                                                                                                                                                                  
  --------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- -----------------------

**\* See Appendix at the end of this section for list of airport
codes.**

**AUGUST 2004**

**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\         **[MIA]{.underline}**   **[MSP]{.underline}**   **[ORD]{.underline}**   **[PDX]{.underline}**   **[PHL]{.underline}**   **[PHX]{.underline}**   **[PIT]{.underline}**   **[SAN]{.underline}**   **[SEA]{.underline}**   **[SFO]{.underline}**   **[SLC]{.underline}**   **[STL]{.underline}**   **[TPA]{.underline}**   **[TOTAL]{.underline}**
  DEPARTURE                                                                                                                                                                                                                                                                                                                                     
  TIME]{.underline}**                                                                                                                                                                                                                                                                                                                           

  **600 - 659 AM**      **91.9**                **91.5**                **90.6**                **96.2**                **89.8**                **95.1**                **86.9**                **95.2**                **92.3**                **93.9**                **94.5**                **91.0**                **92.7**                **92.6**

  **700 - 759 AM**      **88.5**                **92.6**                **86.0**                **93.9**                **81.5**                **91.4**                **88.4**                **95.0**                **87.9**                **94.4**                **93.4**                **91.9**                **91.5**                **90.3**

  **800 - 859 AM**      **84.7**                **86.6**                **87.7**                **91.7**                **80.8**                **86.2**                **84.4**                **91.0**                **87.4**                **92.3**                **94.9**                **90.2**                **89.3**                **89.3**

  **900 - 959 AM**      **89.2**                **88.1**                **84.4**                **90.6**                **76.5**                **85.6**                **88.5**                **87.4**                **83.6**                **93.9**                **86.5**                **88.4**                **87.7**                **87.7**

  **1000 - 1059 AM**    **81.0**                **92.3**                **84.0**                **88.2**                **74.6**                **83.8**                **91.5**                **83.1**                **82.9**                **76.9**                **91.6**                **87.1**                **87.3**                **86.1**

  **1100 - 1159 AM**    **80.3**                **89.7**                **80.5**                **87.8**                **85.6**                **83.6**                **88.3**                **86.2**                **77.8**                **74.1**                **91.7**                **89.8**                **84.0**                **84.9**

  **1200 - 1259 PM**    **79.4**                **86.8**                **80.8**                **85.4**                **83.7**                **78.9**                **81.5**                **81.4**                **76.9**                **75.7**                **89.4**                **87.1**                **82.9**                **83.1**

  **100 - 159 PM**      **70.3**                **88.3**                **80.4**                **80.4**                **83.3**                **74.2**                **89.2**                **78.7**                **78.2**                **84.2**                **91.9**                **87.8**                **76.2**                **82.7**

  **200 - 259 PM**      **66.9**                **84.6**                **75.4**                **69.3**                **75.5**                **73.4**                **86.2**                **74.7**                **67.9**                **81.5**                **82.6**                **84.9**                **73.5**                **79.4**

  **300 - 359 PM**      **62.4**                **81.9**                **72.5**                **61.9**                **64.6**                **66.5**                **74.6**                **80.1**                **70.1**                **83.2**                **88.7**                **77.4**                **69.6**                **77.1**

  **400 - 459 PM**      **62.0**                **79.7**                **70.3**                **83.9**                **73.5**                **69.9**                **82.4**                **81.3**                **63.2**                **86.6**                **83.7**                **79.7**                **71.3**                **75.4**

  **500 - 559 PM**      **61.2**                **81.2**                **69.3**                **74.6**                **55.5**                **60.2**                **69.5**                **67.1**                **68.5**                **81.0**                **83.3**                **73.8**                **66.8**                **71.5**

  **600 - 659 PM**      **55.1**                **80.2**                **68.6**                **79.7**                **57.0**                **64.9**                **78.4**                **81.2**                **70.9**                **88.4**                **85.5**                **71.1**                **66.7**                **71.5**

  **700 - 759 PM**      **72.0**                **80.4**                **68.1**                **76.5**                **55.8**                **68.5**                **70.7**                **65.3**                **66.3**                **87.2**                **76.7**                **65.1**                **63.5**                **69.8**

  **800 - 859 PM**      **58.8**                **75.9**                **60.8**                **67.8**                **55.1**                **59.1**                **67.1**                **64.7**                **56.9**                **81.9**                **87.7**                **71.6**                **69.4**                **68.1**

  **900 - 959 PM**      **J/**                  **76.4**                **65.2**                **95.2**                **61.8**                **70.2**                **J/**                  **75.2**                **69.9**                **81.2**                **89.7**                **53.4**                **60.0**                **70.7**

  **1000 - 1059 PM**    **J/**                  **84.9**                **63.9**                **88.7**                **57.9**                **87.2**                **64.8**                **82.1**                **76.9**                **87.8**                **88.5**                **81.0**                **46.3**                **75.5**

  **1100 - 559 AM**     **83.9**                **86.7**                **J/**                  **88.1**                **96.8**                **85.7**                **93.5**                **95.2**                **73.6**                **93.9**                **92.2**                **100.0**               **94.7**                **81.5**

  **TOTAL, ALL          **72.1**                **85.3**                **76.3**                **84.2**                **71.1**                **77.2**                **80.0**                **82.2**                **76.9**                **85.4**                **88.9**                **82.6**                **78.8**                **80.2**
  DEPARTURES,\                                                                                                                                                                                                                                                                                                                                  
  BY AIRPORT**                                                                                                                                                                                                                                                                                                                                  
  --------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- -------------------------

**\* See Appendix at the end of this section for list of airport
codes.**

**AUGUST 2004**

**AIR TRAVEL CONSUMER REPORT**

> **TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF
> THE TIME OR MORE**

  --------------- ----------- ------------------ -------------- ------------- ----------------- ---------- --------
  **CARRIER\***   **FLIGHT\   **ORGIN-DESTIN.\   **SCHEDULED\   **NUMBER OF\  **PERCENTAGE OF   **NUMBER   
                  NUMBER**    AIRPORTS**         DEPARTURE      OPERATIONS\   FLIGHT\           OF MIN     
                                                 TIME**         REPORTED**    OPERATIONS        LATE\      
                                                                              ARRIVING\         AVERAGE    
                                                                              15 MINUTES LATE   MEDIAN**   
                                                                              OR MORE D/**                 

  **RU**          **3431**    **IAD-EWR**        **1750**       **31**        **93.55**         **81**     **78**

  **WN**          **1165**    **MDW-ABQ**        **1940**       **27**        **92.59**         **71**     **44**

  **OH**          **5044**    **MCO-RDU**        **2055**       **31**        **90.32**         **44**     **36**

  **RU**          **2383**    **BTV-EWR**        **1730**       **27**        **88.89**         **53**     **45**

  **DL**          **1178**    **JFK-SEA**        **1740**       **31**        **87.10**         **63**     **45**

  **WN**          **2220**    **PHX-LAX**        **1730**       **31**        **87.10**         **48**     **36**

  **WN**          **1059**    **SLC-SEA**        **1440**       **31**        **87.10**         **36**     **35**

  **RU**          **2154**    **IAD-EWR**        **1850**       **27**        **85.19**         **63**     **49**

  **WN**          **2220**    **ABQ-PHX**        **1705**       **31**        **83.87**         **45**     **39**

  **OH**          **5803**    **IAD-CVG**        **1805**       **31**        **83.87**         **45**     **20**

  **US**          **1484**    **MCO-PHL**        **1855**       **31**        **83.87**         **43**     **31**

  **RU**          **3333**    **EWR-IAD**        **1000**       **27**        **81.48**         **37**     **32**

  **US**          **1685**    **PHL-ATL**        **1555**       **21**        **80.95**         **39**     **26**

  **US**          **197**     **PHL-SFO**        **1730**       **31**        **80.65**         **57**     **54**

  **WN**          **308**     **MCI-PDX**        **2040**       **31**        **80.65**         **52**     **33**

  **US**          **353**     **PHL-ORF**        **2040**       **31**        **80.65**         **50**     **35**

  **HP**          **58**      **LAS-JFK**        **2251**       **31**        **80.65**         **36**     **25**

  **WN**          **1731**    **SAN-SMF**        **2020**       **31**        **80.65**         **35**     **33**

  **WN**          **1718**    **SEA-OAK**        **1600**       **31**        **80.65**         **33**     **33**

  **WN**          **1718**    **OAK-SAN**        **1830**       **31**        **80.65**         **32**     **30**

  **WN**          **1059**    **LAS-SLC**        **1200**       **31**        **80.65**         **28**     **23**
  --------------- ----------- ------------------ -------------- ------------- ----------------- ---------- --------

**\* See Appendix at the end of this section for list of carrier
codes.**

**AUGUST 2004**

**AIR TRAVEL CONSUMER REPORT**

**TABLE 6. NUMBER AND PERCENTAGE OF REGULARLY SCHEDULED FLIGHTS I/
ARRIVING LATE 70% OF THE TIME OR MORE**

  ----------------- ----------------- ------------- -------------------------
  **CARRIER**       **NUMBER OF\      **REGULARLY   
                    REGULARLY         SCHEDULED     
                    SCHEDULED         FLIGHTS\      
                    FLIGHTS\          LATE 70% OF   
                    FOR WHICH\        THE TIME OR   
                    CARRIER REPORTED  MORE D/**     
                    DATA**                          

                                      **NUMBER**    **PERCENTAGE**

  **US AIRWAYS**    **1,214**         **16**        **1.3**

  **EXPRESSJET**    **1,169**         **15**        **1.3**

  **SOUTHWEST**     **2,886**         **35**        **1.2**

  **AMERICAN**      **1,971**         **15**        **0.8**

  **DELTA**         **1,937**         **12**        **0.6**

  **AMERICA WEST**  **534**           **3**         **0.6**

  **ATLANTIC        **754**           **4**         **0.5**
  COAST**                                           

  **AIRTRAN**       **474**           **1**         **0.2**

  **COMAIR**        **1,012**         **2**         **0.2**

  **ATLANTIC        **794**           **1**         **0.1**
  SOUTHEAST**                                       

  **SKYWEST**       **1,371**         **1**         **0.1**

  **AMERICAN        **1,399**         **1**         **0.1**
  EAGLE**                                           

  **UNITED**        **1,652**         **0**         **0.0**

  **NORTHWEST**     **1,473**         **0**         **0.0**

  **CONTINENTAL**   **861**           **0**         **0.0**

  **ALASKA**        **502**           **0**         **0.0**

  **JETBLUE**       **252**           **0**         **0.0**

  **ATA**           **225**           **0**         **0.0**

  **HAWAIIAN**      **141**           **0**         **0.0**

  **TOTAL**         **20,621**        **106**       **0.5**
  ----------------- ----------------- ------------- -------------------------

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

**AUGUST 2004**

**AIR TRAVEL CONSUMER REPORT**

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

  ----------------- ------------ ---------- -------------- ------------ ----- ----------------------- ------------ ---------- -------------- ------------
  **CITY            **PERCENT\              **REPORTED\                       **CITY (AIRPORT)**      **PERCENT\              **REPORTED\    
  (AIRPORT)**       ON-TIME**               OPERATIONS**                                              ON-TIME**               OPERATIONS**   

                    **ARR.**     **DEP.**   **ARR.**       **DEP.**                                   **ARR.**     **DEP.**   **ARR.**       **DEP.**

  **ABILENE TX      **76.2**     **88.9**   **261**        **261**            **COLUMBIA SC (CAE)**   **77.3**     **80.3**   **1,055**      **1,056**
  (ABI)**                                                                                                                                    

  **AGUADILLA PR    **71.0**     **91.9**   **62**         **62**             **COLUMBUS OH (CMH)**   **76.3**     **84.1**   **3,232**      **3,229**
  (BQN)**                                                                                                                                    

  **AKRON/CANTON OH **77.1**     **79.8**   **824**        **823**            **CORDOVA AK (CDV)**    **64.5**     **66.1**   **62**         **62**
  (CAK)**                                                                                                                                    

  **ALBANY NY       **74.6**     **83.2**   **1,696**      **1,694**          **CORPUS CHRISTI TX     **81.0**     **86.3**   **732**        **732**
  (ALB)**                                                                     (CRP)**                                                        

  **ALBUQUERQUE NM  **77.0**     **79.9**   **3,249**      **3,248**          **DALLAS/FT. WORTH TX   **83.2**     **80.4**   **3,902**      **3,905**
  (ABQ)**                                                                     (DAL)**                                                        

  **ALLENTOWN PA    **80.6**     **84.2**   **608**        **606**            **DALLAS/FT. WORTH TX   **79.3**     **78.6**   **29,661**     **29,809**
  (ABE)**                                                                     (DFW)**                                                        

  **AMARILLO TX     **78.2**     **88.7**   **702**        **702**            **DAYTON OH (DAY)**     **77.2**     **85.9**   **1,471**      **1,468**
  (AMA)**                                                                                                                                    

  **ANCHORAGE AK    **76.9**     **81.6**   **2,332**      **2,328**          **DAYTONA BEACH FL      **72.6**     **75.5**   **336**        **319**
  (ANC)**                                                                     (DAB)**                                                        

  **ASHEVILLE NC    **69.8**     **72.5**   **364**        **364**            **DEADHORSE AK (SCC)**  **80.6**     **90.3**   **31**         **31**
  (AVL)**                                                                                                                                    

  **ATLANTA GA      **77.2**     **78.7**   **36,361**     **36,528**         **DENVER CO (DEN)**     **82.5**     **84.7**   **14,071**     **14,093**
  (ATL)**                                                                                                                                    

  **AUSTIN TX       **81.0**     **86.4**   **3,376**      **3,377**          **DES MOINES IA (DSM)** **74.8**     **82.8**   **1,029**      **1,030**
  (AUS)**                                                                                                                                    

  **BAKERSFIELD CA  **93.0**     **89.8**   **313**        **313**            **DETROIT MI (DTW)**    **83.9**     **83.0**   **12,805**     **12,802**
  (BFL)**                                                                                                                                    

  **BALTIMORE MD    **79.0**     **79.4**   **9,245**      **9,249**          **DILLINGHAM AK (DLG)** **88.6**     **68.6**   **35**         **35**
  (BWI)**                                                                                                                                    

  **BANGOR ME       **76.4**     **81.9**   **496**        **496**            **DUBUQUE IA (DBQ)**    **72.0**     **80.6**   **93**         **93**
  (BGR)**                                                                                                                                    

  **BARROW AK       **74.2**     **56.5**   **62**         **62**             **DULUTH MN (DLH)**     **78.1**     **85.9**   **178**        **177**
  (BRW)**                                                                                                                                    

  **BATON ROUGE LA  **77.0**     **83.1**   **636**        **644**            **DURANGO CO (DRO)**    **80.6**     **93.5**   **31**         **31**
  (BTR)**                                                                                                                                    

  **BEAUMONT/PORT   **84.8**     **88.9**   **244**        **243**            **EAGLE CO (EGE)**      **71.0**     **90.3**   **62**         **62**
  ARTHUR TX (BPT)**                                                                                                                          

  **BETHEL AK       **68.0**     **58.8**   **97**         **97**             **EL PASO TX (ELP)**    **79.1**     **83.8**   **1,841**      **1,842**
  (BET)**                                                                                                                                    

  **BILLINGS MT     **84.9**     **91.6**   **558**        **558**            **ERIE PA (ERI)**       **80.6**     **87.1**   **93**         **93**
  (BIL)**                                                                                                                                    

  **BINGHAMTON NY   **82.0**     **84.3**   **89**         **89**             **EUGENE OR (EUG)**     **87.7**     **85.0**   **479**        **481**
  (BGM)**                                                                                                                                    

  **BIRMINGHAM AL   **79.7**     **84.0**   **2,010**      **2,009**          **EVANSVILLE IN (EVV)** **80.4**     **81.5**   **474**        **455**
  (BHM)**                                                                                                                                    

  **BISMARCK ND     **79.3**     **94.0**   **217**        **217**            **FAIRBANKS AK (FAI)**  **74.9**     **82.9**   **602**        **603**
  (BIS)**                                                                                                                                    

  **BLOOMINGTON IL  **77.1**     **83.1**   **271**        **272**            **FARGO ND (FAR)**      **82.9**     **88.4**   **397**        **397**
  (BMI)**                                                                                                                                    

  **BOISE ID        **75.6**     **82.0**   **1,369**      **1,369**          **FAYETTEVILLE AR       **78.6**     **81.6**   **1,115**      **1,115**
  (BOI)**                                                                     (XNA)**                                                        

  **BOSTON MA       **75.9**     **80.3**   **12,053**     **12,051**         **FAYETTEVILLE NC       **72.8**     **76.7**   **151**        **150**
  (BOS)**                                                                     (FAY)**                                                        

  **BOZEMAN MT      **88.0**     **94.3**   **467**        **470**            **FLINT MI (FNT)**      **80.4**     **88.3**   **593**        **592**
  (BZN)**                                                                                                                                    

  **BRISTOL TN      **80.1**     **85.5**   **337**        **337**            **FRESNO CA (FAT)**     **86.4**     **86.9**   **1,188**      **1,188**
  (TRI)**                                                                                                                                    

  **BROWNSVILLE TX  **87.7**     **95.2**   **146**        **146**            **FT. LAUDERDALE FL     **72.5**     **80.7**   **5,247**      **5,245**
  (BRO)**                                                                     (FLL)**                                                        

  **BUFFALO NY      **75.9**     **83.5**   **2,515**      **2,493**          **FT. MYERS FL (RSW)**  **75.5**     **82.0**   **1,475**      **1,476**
  (BUF)**                                                                                                                                    

  **BURBANK CA      **77.4**     **79.5**   **2,250**      **2,249**          **FT. SMITH AR (FSM)**  **76.8**     **82.6**   **155**        **155**
  (BUR)**                                                                                                                                    

  **BURLINGTON VT   **75.8**     **81.1**   **723**        **723**            **FT. WAYNE IN (FWA)**  **75.0**     **80.6**   **611**        **612**
  (BTV)**                                                                                                                                    

  **CEDAR           **75.2**     **81.2**   **463**        **463**            **GRAND FORKS ND        **79.7**     **91.2**   **59**         **57**
  RAPIDS/IOWA CTY                                                             (GFK)**                                                        
  IA (CID)**                                                                                                                                 

  **CHAMPAIGN IL    **67.3**     **82.0**   **306**        **305**            **GRAND RAPIDS MI       **79.1**     **87.2**   **1,378**      **1,378**
  (CMI)**                                                                     (GRR)**                                                        

  **CHARLESTON SC   **75.3**     **81.0**   **1,292**      **1,275**          **GREAT FALLS MT        **85.7**     **94.3**   **279**        **279**
  (CHS)**                                                                     (GTF)**                                                        

  **CHARLESTON WV   **80.4**     **80.4**   **516**        **515**            **GREEN BAY WI (GRB)**  **77.6**     **81.1**   **518**        **519**
  (CRW)**                                                                                                                                    

  **CHARLOTTE NC    **82.3**     **81.5**   **8,822**      **8,825**          **GREENSBORO/HIGH PT.   **76.8**     **83.6**   **1,812**      **1,810**
  (CLT)**                                                                     NC (GSO)**                                                     

  **CHATTANOOGA TN  **83.9**     **84.8**   **440**        **440**            **GREENVILLE/SPARTBG.   **78.7**     **83.7**   **1,324**      **1,323**
  (CHA)**                                                                     SC (GSP)**                                                     

  **CHICAGO IL      **78.4**     **76.0**   **8,075**      **8,076**          **GULFPORT/BILOXI MS    **82.5**     **84.9**   **536**        **537**
  (MDW)**                                                                     (GPT)**                                                        

  **CHICAGO IL      **75.2**     **76.3**   **32,398**     **32,400**         **GUSTAVUS AK (GST)**   **87.1**     **90.3**   **31**         **31**
  (ORD)**                                                                                                                                    

  **CINCINNATI OH   **82.4**     **81.1**   **17,699**     **17,703**         **HARLINGEN TX (HRL)**  **85.7**     **89.5**   **505**        **505**
  (CVG)**                                                                                                                                    

  **CLEVELAND OH    **81.1**     **86.3**   **8,322**      **8,318**          **HARRISBURG PA (MDT)** **77.7**     **83.1**   **816**        **815**
  (CLE)**                                                                                                                                    

  **COLLEGE STATION **84.0**     **88.2**   **338**        **338**            **HARTFORD CT/SPGFLD MA **77.0**     **83.9**   **2,969**      **2,969**
  TX (CLL)**                                                                  (BDL)**                                                        

  **COLORADO        **81.7**     **86.8**   **1,249**      **1,248**          **HELENA MT (HLN)**     **88.3**     **94.0**   **248**        **248**
  SPRINGS CO                                                                                                                                 
  (COS)**                                                                                                                                    
  ----------------- ------------ ---------- -------------- ------------ ----- ----------------------- ------------ ---------- -------------- ------------

**AUGUST 2004**

**AIR TRAVEL CONSUMER REPORT**

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

  ---------------------- ------------ ---------- -------------- ------------ ----- ------------------- ------------ ---------- -------------- ------------
  **CITY (AIRPORT)**     **PERCENT\              **REPORTED\                       **CITY (AIRPORT)**  **PERCENT\              **REPORTED\    
                         ON-TIME**               OPERATIONS**                                          ON-TIME**               OPERATIONS**   

                         **ARR.**     **DEP.**   **ARR.**       **DEP.**                               **ARR.**     **DEP.**   **ARR.**       **DEP.**

  **HILO HAWAII HI       **97.5**     **96.3**   **243**        **243**            **MELBOURNE FL      **77.2**     **81.3**   **224**        **224**
  (ITO)**                                                                          (MLB)**                                                    

  **HONOLULU OAHU HI     **90.0**     **95.2**   **3,266**      **3,267**          **MEMPHIS TN        **84.1**     **86.4**   **3,963**      **3,957**
  (HNL)**                                                                          (MEM)**                                                    

  **HOUSTON TX (HOU)**   **82.2**     **78.5**   **5,100**      **5,101**          **MIAMI FL (MIA)**  **72.2**     **72.1**   **5,505**      **5,504**

  **HOUSTON TX (IAH)**   **85.8**     **89.6**   **17,491**     **17,479**         **MIDLAND/ODESSA TX **78.4**     **87.3**   **657**        **656**
                                                                                   (MAF)**                                                    

  **HUNTSVILLE/DECATUR   **76.8**     **81.8**   **954**        **953**            **MILWAUKEE WI      **77.9**     **87.4**   **1,809**      **1,807**
  AL (HSV)**                                                                       (MKE)**                                                    

  **INDIANAPOLIS IN      **80.2**     **86.8**   **3,448**      **3,448**          **MINNEAPLS/ST.P MN **82.9**     **85.3**   **13,129**     **13,119**
  (IND)**                                                                          (MSP)**                                                    

  **INDIO/PALM SPRINGS   **86.8**     **91.1**   **707**        **706**            **MINOT ND (MOT)**  **88.2**     **95.7**   **93**         **93**
  CA (PSP)**                                                                                                                                  

  **ISLIP/LONG IS. NY    **77.8**     **75.4**   **1,093**      **1,092**          **MISSION/MCALLEN   **83.1**     **91.4**   **266**        **266**
  (ISP)**                                                                          TX (MFE)**                                                 

  **JACKSON WY (JAC)**   **78.4**     **86.6**   **407**        **409**            **MISSOULA MT       **87.1**     **92.0**   **464**        **465**
                                                                                   (MSO)**                                                    

  **JACKSON/VICKSBURG MS **78.3**     **85.4**   **958**        **956**            **MOBILE            **83.4**     **90.6**   **427**        **394**
  (JAN)**                                                                          AL./PASCAGOULA MS                                          
                                                                                   (MOB)**                                                    

  **JACKSONVILLE FL      **75.6**     **81.3**   **2,562**      **2,555**          **MOLINE IL (MLI)** **78.1**     **85.5**   **407**        **406**
  (JAX)**                                                                                                                                     

  **JUNEAU AK (JNU)**    **78.3**     **79.4**   **563**        **567**            **MONROE LA (MLU)** **80.6**     **85.8**   **310**        **310**

  **KAHULUI (OGG)**      **90.8**     **92.7**   **1,336**      **1,336**          **MONTEREY CA       **91.3**     **86.9**   **609**        **613**
                                                                                   (MRY)**                                                    

  **KALAMAZOO MI (AZO)** **78.7**     **86.6**   **343**        **343**            **MONTROSE CO       **86.6**     **87.6**   **186**        **186**
                                                                                   (MTJ)**                                                    

  **KALISPELL MT (FCA)** **85.8**     **96.1**   **310**        **310**            **MYRTLE BEACH SC   **77.2**     **78.1**   **785**        **790**
                                                                                   (MYR)**                                                    

  **KANSAS CITY MO       **76.4**     **82.8**   **5,244**      **5,251**          **NASHVILLE TN      **79.3**     **82.8**   **5,311**      **5,312**
  (MCI)**                                                                          (BNA)**                                                    

  **KETCHIKAN AK (KTN)** **78.5**     **85.1**   **275**        **276**            **NEW ORLEANS LA    **80.6**     **84.7**   **4,405**      **4,388**
                                                                                   (MSY)**                                                    

  **KEY WEST FL (EYW)**  **80.0**     **72.6**   **65**         **62**             **NEW YORK NY       **70.5**     **73.8**   **8,666**      **8,659**
                                                                                   (JFK)**                                                    

  **KILLEEN TX (ILE)**   **30.8**     **42.9**   **13**         **14**             **NEW YORK NY       **73.6**     **80.5**   **10,854**     **10,855**
                                                                                   (LGA)**                                                    

  **KING SALMON AK       **63.3**     **61.7**   **49**         **47**             **NEWARK NJ (EWR)** **72.0**     **79.2**   **14,061**     **14,040**
  (AKN)**                                                                                                                                     

  **KNOXVILLE TN (TYS)** **76.5**     **84.0**   **1,207**      **1,206**          **NEWBURGH NY       **72.4**     **81.6**   **217**        **217**
                                                                                   (SWF)**                                                    

  **KODIAK AK (ADQ)**    **66.1**     **50.0**   **62**         **62**             **NOME AK (OME)**   **79.6**     **74.2**   **93**         **93**

  **KONA HAWAII. HI      **94.0**     **94.2**   **605**        **605**            **NORFOLK/VA. BEACH **74.8**     **81.4**   **2,055**      **2,057**
  (KOA)**                                                                          VA (ORF)**                                                 

  **KOTZEBUE AK (OTZ)**  **83.9**     **79.6**   **93**         **93**             **OKLAHOMA CITY OK  **76.5**     **83.8**   **1,869**      **1,868**
                                                                                   (OKC)**                                                    

  **LA CROSSE WI (LSE)** **70.5**     **83.2**   **149**        **149**            **OMAHA NE (OMA)**  **75.4**     **85.3**   **1,830**      **1,829**

  **LAFAYETTE LA (LFT)** **85.5**     **90.8**   **346**        **346**            **ONTARIO CA        **78.4**     **83.1**   **3,168**      **3,180**
                                                                                   (ONT)**                                                    

  **LANSING MI (LAN)**   **81.7**     **86.5**   **678**        **679**            **ORANGE COUNTY CA  **81.1**     **83.5**   **4,104**      **4,089**
                                                                                   (SNA)**                                                    

  **LAREDO TX (LRD)**    **72.3**     **86.4**   **177**        **177**            **ORLANDO FL        **71.8**     **74.4**   **9,356**      **9,357**
                                                                                   (MCO)**                                                    

  **LAS VEGAS NV (LAS)** **74.9**     **74.7**   **13,514**     **13,515**         **PASCO WA (PSC)**  **86.4**     **92.2**   **374**        **374**

  **LAWTON OK (LAW)**    **77.4**     **88.7**   **186**        **186**            **PENSACOLA FL      **83.2**     **86.9**   **668**        **659**
                                                                                   (PNS)**                                                    

  **LEXINGTON/FRKFT KY   **78.5**     **84.3**   **921**        **917**            **PEORIA IL (PIA)** **71.0**     **79.8**   **404**        **405**
  (LEX)**                                                                                                                                     

  **LIHUE KAUAI HI       **94.5**     **95.5**   **692**        **693**            **PETERSBURG AK     **71.0**     **69.4**   **62**         **62**
  (LIH)**                                                                          (PSG)**                                                    

  **LINCOLN NE (LNK)**   **67.5**     **80.7**   **160**        **161**            **PHILADELPHIA PA   **71.1**     **71.1**   **10,646**     **10,645**
                                                                                   (PHL)**                                                    

  **LITTLE ROCK AR       **77.3**     **81.5**   **1,446**      **1,441**          **PHOENIX AZ        **77.2**     **77.2**   **14,291**     **14,296**
  (LIT)**                                                                          (PHX)**                                                    

  **LONG BEACH CA        **80.3**     **88.7**   **1,012**      **1,013**          **PITTSBURGH PA     **78.8**     **80.0**   **5,676**      **5,677**
  (LGB)**                                                                          (PIT)**                                                    

  **LONGVIEW TX (GGG)**  **81.7**     **86.0**   **93**         **93**             **PORTLAND ME       **69.7**     **71.5**   **1,137**      **1,140**
                                                                                   (PWM)**                                                    

  **LOS ANGELES CA       **79.7**     **83.6**   **20,511**     **20,511**         **PORTLAND OR       **78.8**     **84.2**   **4,998**      **5,002**
  (LAX)**                                                                          (PDX)**                                                    

  **LOUISVILLE KY        **75.0**     **80.2**   **1,973**      **1,971**          **PROVIDENCE RI     **77.3**     **81.5**   **2,683**      **2,682**
  (SDF)**                                                                          (PVD)**                                                    

  **LUBBOCK TX (LBB)**   **81.2**     **86.1**   **802**        **772**            **RALEIGH/DURHAM NC **75.3**     **79.4**   **5,587**      **5,609**
                                                                                   (RDU)**                                                    

  **MADISON WI (MSN)**   **75.3**     **86.5**   **679**        **679**            **RAPID CITY SD     **89.5**     **93.8**   **438**        **437**
                                                                                   (RAP)**                                                    

  **MANCHESTER NH        **79.2**     **85.0**   **2,197**      **2,198**          **RENO NV (RNO)**   **76.1**     **81.3**   **2,613**      **2,612**
  (MHT)**                                                                                                                                     

  **MARQUETTE MI (MQT)** **70.8**     **84.1**   **89**         **88**             **RICHMOND VA       **75.1**     **83.1**   **1,376**      **1,375**
                                                                                   (RIC)**                                                    

  **MEDFORD OR (MFR)**   **89.1**     **87.5**   **393**        **392**            **ROANOKE VA        **77.9**     **81.1**   **367**        **339**
                                                                                   (ROA)**                                                    
  ---------------------- ------------ ---------- -------------- ------------ ----- ------------------- ------------ ---------- -------------- ------------

**AUGUST 2004**

**AIR TRAVEL CONSUMER REPORT**

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

  ------------------------- ------------ ----------- -------------- ------------ ----- ----------------- ------------ ---------- -------------- ----------
  **CITY (AIRPORT)**        **PERCENT\               **REPORTED\                       **CITY            **PERCENT\              **REPORTED\    
                            ON-TIME**                OPERATIONS**                      (AIRPORT)**       ON-TIME**               OPERATIONS**   

                            **ARR.**     **DEP.**    **ARR.**       **DEP.**                             **ARR.**     **DEP.**   **ARR.**       **DEP.**

  **ROCHESTER MN (RST)**    **73.7**     **80.9**    **209**        **209**            **WICHITA FALLS   **82.8**     **88.2**   **186**        **186**
                                                                                       TX (SPS)**                                               

  **ROCHESTER NY (ROC)**    **74.6**     **80.8**    **1,766**      **1,765**          **WICHITA KS      **79.3**     **82.5**   **940**        **910**
                                                                                       (ICT)**                                                  

  **SACRAMENTO CA (SMF)**   **77.0**     **78.4**    **4,327**      **4,323**          **WILMINGTON NC   **77.6**     **77.9**   **281**        **281**
                                                                                       (ILM)**                                                  

  **SAGINAW MI (MBS)**      **76.7**     **85.3**    **361**        **360**            **WRANGELL AK     **75.8**     **73.8**   **62**         **61**
                                                                                       (WRG)**                                                  

  **SALT LAKE CITY UT       **85.5**     **88.9**    **12,139**     **12,141**         **YAKUTAT AK      **69.4**     **67.7**   **62**         **62**
  (SLC)**                                                                              (YAK)**                                                  

  **SAN ANGELO TX (SJT)**   **84.0**     **89.6**    **231**        **231**                                                                     

  **SAN ANTONIO TX (SAT)**  **81.3**     **87.2**    **3,311**      **3,313**                                                                   

  **SAN DIEGO CA (SAN)**    **77.7**     **82.2**    **7,530**      **7,529**                                                                   

  **SAN FRANCISCO CA        **78.2**     **78.5**    **6,171**      **6,170**                                                                   
  (OAK)**                                                                                                                                       

  **SAN FRANCISCO CA        **75.2**     **85.4**    **11,452**     **11,440**                                                                  
  (SFO)**                                                                                                                                       

  **SAN JOSE CA (SJC)**     **79.1**     **81.6**    **5,537**      **5,537**                                                                   

  **SAN JUAN PR (SJU)**     **70.8**     **83.1**    **2,341**      **2,341**                                                                   

  **SAN LUIS OBISPO CA      **90.5**     **89.2**    **465**        **465**                                                                     
  (SBP)**                                                                                                                                       

  **SANTA BARBARA CA        **88.6**     **89.0**    **1,019**      **1,018**                                                                   
  (SBA)**                                                                                                                                       

  **SARASOTA/BRAD. FL       **78.4**     **84.3**    **459**        **459**                                                                     
  (SRQ)**                                                                                                                                       

  **SAVANNAH GA (SAV)**     **78.3**     **81.8**    **1,274**      **1,251**                                                                   

  **SCRANTON/WILKES-BARRE   **73.1**     **83.2**    **275**        **274**                                                                     
  PA (AVP)**                                                                                                                                    

  **SEATTLE WA (SEA)**      **75.8**     **76.9**    **10,408**     **10,413**                                                                  

  **SHREVEPORT LA (SHV)**   **81.9**     **86.3**    **777**        **775**                                                                     

  **SIOUX FALLS SD (FSD)**  **82.4**     **85.6**    **541**        **541**                                                                     

  **SITKA AK (SIT)**        **87.7**     **92.3**    **155**        **155**                                                                     

  **SOUTH BEND IN (SBN)**   **75.5**     **81.8**    **396**        **396**                                                                     

  **SPOKANE WA (GEG)**      **74.5**     **84.2**    **1,251**      **1,251**                                                                   

  **SPRINGFIELD MO (SGF)**  **78.6**     **85.6**    **618**        **616**                                                                     

  **ST. CROIX VI (STX)**    **60.0**     **65.7**    **35**         **35**                                                                      

  **ST. LOUIS MO (STL)**    **78.1**     **82.6**    **5,176**      **5,176**                                                                   

  **ST. THOMAS VI (STT)**   **75.6**     **83.6**    **250**        **250**                                                                     

  **STEAMBOAT SPRINGS CO    **71.0**     **100.0**   **31**         **31**                                                                      
  (HDN)**                                                                                                                                       

  **SYRACUSE NY (SYR)**     **73.5**     **81.0**    **1,396**      **1,397**                                                                   

  **TALLAHASSEE FL (TLH)**  **79.7**     **82.5**    **527**        **497**                                                                     

  **TAMPA FL (TPA)**        **74.0**     **78.8**    **5,881**      **5,882**                                                                   

  **TEXARKANA AR (TXK)**    **88.4**     **93.3**    **164**        **164**                                                                     

  **TOLEDO OH (TOL)**       **80.2**     **83.5**    **486**        **486**                                                                     

  **TRAVERSE CITY MI        **77.0**     **81.3**    **408**        **411**                                                                     
  (TVC)**                                                                                                                                       

  **TUCSON AZ (TUS)**       **76.5**     **84.8**    **1,395**      **1,392**                                                                   

  **TULSA OK (TUL)**        **80.2**     **87.1**    **1,829**      **1,828**                                                                   

  **TYLER TX (TYR)**        **84.3**     **90.3**    **319**        **319**                                                                     

  **VALPARAISO FL (VPS)**   **83.2**     **84.8**    **571**        **546**                                                                     

  **WACO TX (ACT)**         **83.2**     **89.9**    **303**        **306**                                                                     

  **WASHINGTON DC (IAD)**   **73.8**     **78.0**    **13,546**     **13,529**                                                                  

  **WASHINGTON DC (DCA)**   **78.9**     **84.2**    **8,040**      **8,040**                                                                   

  **WEST PALM BEACH FL      **72.3**     **84.7**    **2,106**      **2,107**                                                                   
  (PBI)**                                                                                                                                       

  **WHITE PLAINS NY (HPN)** **76.8**     **83.6**    **671**        **651**                                                                     
  ------------------------- ------------ ----------- -------------- ------------ ----- ----------------- ------------ ---------- -------------- ----------

**AUGUST 2004**

**AIR TRAVEL CONSUMER REPORT**

**TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS**

**BY CARRIER**

  ----------------- ------------ -------- ------------ ------------- ----------- ------------- ----------- --------- ------------- ------------ --------- ------------ ------------- ------------ ------------- ----------- ------------ --------- -------------
  **CARRIER A/**    **AT 31                                                                                                                               **AT ALL                                                                                 
                    REPORTABLE                                                                                                                            REPORTABLE                                                                               
                    AIRPORTS                                                                                                                              AIRPORTS                                                                                 
                    B/**                                                                                                                                  C/**                                                                                     

                    **NUMBER OF\                       **FLIGHT\                 **FLIGHT\                           **PERCENT OF\ **NUMBER OF\                        **FLIGHT\                  **FLIGHT\                                        **PERCENT OF\
                    AIRPORTS\                          OPERATIONS\               OPERATIONS\                         OPERATIONS\   AIRPORTS\                           OPERATIONS\                OPERATIONS\                                      OPERATIONS\
                    REPORTED**                         SCHEDULED**               CANCELLED**                         CANCELLED**   REPORTED**                          SCHEDULED**                CANCELLED**                                      CANCELLED**

  **AMERICAN                     **23**   **23,978**                 **865**                               **3.6**                              **107**                              **42,016**                 **1,465**                **3.5**   
  EAGLE**                                                                                                                                                                                                                                          

  **ATLANTIC                     **13**   **6,375**                  **245**                               **3.8**                              **69**                               **23,278**                 **775**                  **3.3**   
  COAST**                                                                                                                                                                                                                                          

  **US AIRWAYS**                 **26**   **29,020**                 **721**                               **2.5**                              **60**                               **36,109**                 **874**                  **2.4**   

  **COMAIR**                     **24**   **18,506**                 **436**                               **2.4**                              **104**                              **31,116**                 **752**                  **2.4**   

  **AMERICAN**                   **30**   **47,573**                 **1,036**                             **2.2**                              **84**                               **59,954**                 **1,233**                **2.1**   

  **ATLANTIC                     **11**   **13,075**                 **225**                               **1.7**                              **100**                              **24,339**                 **443**                  **1.8**   
  SOUTHEAST**                                                                                                                                                                                                                                      

  **EXPRESSJET**                 **24**   **15,521**                 **273**                               **1.8**                              **117**                              **32,810**                 **460**                  **1.4**   

  **AIRTRAN**                    **18**   **11,035**                 **161**                               **1.5**                              **43**                               **14,700**                 **201**                  **1.4**   

  **ALASKA**                     **14**   **8,769**                  **90**                                **1.0**                              **46**                               **15,584**                 **210**                  **1.3**   

  **DELTA**                      **31**   **45,766**                 **646**                               **1.4**                              **99**                               **58,784**                 **785**                  **1.3**   

  **UNITED**                     **30**   **40,382**                 **564**                               **1.4**                              **79**                               **50,837**                 **666**                  **1.3**   

  **SKYWEST**                    **13**   **22,309**                 **230**                               **1.0**                              **125**                              **42,074**                 **517**                  **1.2**   

  **AMERICA WEST**               **27**   **13,714**                 **169**                               **1.2**                              **51**                               **16,456**                 **198**                  **1.2**   

  **NORTHWEST**                  **31**   **31,043**                 **370**                               **1.2**                              **112**                              **44,892**                 **490**                  **1.1**   

  **SOUTHWEST**                  **16**   **38,113**                 **371**                               **1.0**                              **60**                               **85,627**                 **806**                  **0.9**   

  **ATA**                        **19**   **5,573**                  **35**                                **0.6**                              **27**                               **6,742**                  **60**                   **0.9**   

  **JETBLUE**                    **10**   **5,014**                  **46**                                **0.9**                              **25**                               **7,799**                  **50**                   **0.6**   

  **CONTINENTAL**                **29**   **19,939**                 **127**                               **0.6**                              **76**                               **25,521**                 **159**                  **0.6**   

  **HAWAIIAN**                   **7**    **356**                    **1**                                 **0.3**                              **17**                               **4,469**                  **19**                   **0.4**   

  **Total**                                            **396,061**                             **6,611**             **1.7**                              **Total**    **623,107**                                          **10,163**             **1.6**
  ----------------- ------------ -------- ------------ ------------- ----------- ------------- ----------- --------- ------------- ------------ --------- ------------ ------------- ------------ ------------- ----------- ------------ --------- -------------

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

**AUGUST 2004**

**AIR TRAVEL CONSUMER REPORT**

**TABLE 9. CAUSES OF DELAY\*, BY CARRIER\*\***

  ----------- ------------ ------------ ------------ ----------- ----------- ---------- ----------- ----------- ----------- ---------- ----------- ----------- ----------- ----------- ----------- ----------- -----------
                                                                                                    **CAUSES OF                                                                                                
                                                                                                    DELAY**                                                                                                    

  CARRIER     TOTAL\       ONTIME       \%\          CANCELLED   \%\         DIVERTED   \%\         AIR\        \%\         EXTREME\   \%\         NATIONAL\   \%\         SECURITY\   \%\         LATE\       \%\
              RECORDS                   ONTIME                   CANCELLED              DIVERTED    CARRIER\    AIR\        WEATHER\   EXTREME\    AVIATION\   NATIONAL\   DELAY       SECURITY\   ARRIVING\   LATE\
                                                                                                    DELAY       CARRIER\    DELAY      WEATHER\    SYSTEM\     AVIATION\               DELAY       AIRCRAFT\   ARRIVING\
                                                                                                                DELAY                  DELAY       DELAY       SYSTEM\                             DELAY       AIRCRAFT\
                                                                                                                                                               DELAY                                           DELAY

  AA          59954        44077        73.52%       1233        2.06%       137        0.23%       3521        5.87%       1269       2.12%       4997        8.33%       38          0.06%       4681        7.81%

  AS          15584        12024        77.16%       210         1.35%       22         0.14%       1173        7.53%       42         0.27%       634         4.07%       40          0.26%       1438        9.23%

  B6          7799         5884         75.45%       50          0.64%       0          0.00%       389         4.99%       48         0.61%       682         8.74%       29          0.37%       717         9.19%

  CO          25521        20745        81.29%       159         0.62%       47         0.18%       853         3.34%       126        0.49%       2720        10.66%      26          0.10%       845         3.31%

  DH          23278        18076        77.65%       775         3.33%       38         0.16%       506         2.17%       77         0.33%       1314        5.64%       1           0.00%       2491        10.70%

  DL          58784        44787        76.19%       785         1.34%       121        0.21%       3143        5.35%       221        0.38%       6644        11.30%      10          0.02%       3072        5.23%

  EV          24339        19619        80.61%       443         1.82%       44         0.18%       1397        5.74%       739        3.04%       1679        6.90%       9           0.04%       408         1.68%

  FL          14700        11857        80.66%       201         1.37%       26         0.18%       408         2.77%       46         0.31%       1153        7.84%       0           0.00%       1009        6.87%

  HA          4469         4266         95.46%       19          0.43%       2          0.04%       105         2.36%       9          0.20%       2           0.05%       3           0.07%       63          1.40%

  HP          16456        12324        74.89%       198         1.20%       38         0.23%       1330        8.08%       60         0.36%       1605        9.75%       31          0.19%       871         5.29%

  MQ          42016        31110        74.04%       1465        3.49%       64         0.15%       2544        6.05%       320        0.76%       3008        7.16%       18          0.04%       3486        8.30%

  NW          44892        36430        81.15%       490         1.09%       95         0.21%       2710        6.04%       496        1.10%       3501        7.80%       20          0.04%       1151        2.56%

  OH          31116        24629        79.15%       752         2.42%       49         0.16%       2325        7.47%       1480       4.76%       1766        5.67%       9           0.03%       106         0.34%

  OO          42074        36263        86.19%       517         1.23%       62         0.15%       2578        6.13%       392        0.93%       1202        2.86%       35          0.08%       1025        2.44%

  RU          32810        26015        79.29%       460         1.40%       74         0.23%       986         3.01%       150        0.46%       3389        10.33%      12          0.04%       1724        5.25%

  TZ          6742         5439         80.67%       60          0.89%       1          0.01%       218         3.24%       6          0.09%       662         9.81%       4           0.06%       352         5.22%

  UA          50837        40729        80.12%       666         1.31%       122        0.24%       2211        4.35%       264        0.52%       4217        8.30%       0           0.00%       2628        5.17%

  US          36109        27296        75.59%       874         2.42%       96         0.27%       2078        5.75%       357        0.99%       2835        7.85%       0           0.00%       2573        7.13%

  WN          85627        66268        77.39%       806         0.94%       184        0.21%       3786        4.42%       471        0.55%       3368        3.93%       85          0.10%       10658       12.45%

  **TOTAL**   **623107**   **487838**                **10163**               **1222**               **32262**               **6574**               **45378**               **371**                 **39299**   

                                        **78.29%**               **1.63%**              **0.20%**               **5.18%**              **1.06%**               **7.28%**               **0.06%**               **6.31%**
  ----------- ------------ ------------ ------------ ----------- ----------- ---------- ----------- ----------- ----------- ---------- ----------- ----------- ----------- ----------- ----------- ----------- -----------

**\*Causes of Delay:**

-   Air Carrier Delay: The cause of the cancellation or delay was due to
    circumstances within the airline's control (e.g. maintenance or crew
    problems, etc.).

-   Extreme Weather Delay: Significant meteorological conditions (actual
    or forecasted) that, in the judgment of the carrier, delays or
    prevents the operation of a flight.

-   National Aviation System Delay: Delays and cancellations
    attributable to the national aviation system refer to a broad set of
    conditions \-- non-extreme weather conditions, airport operations,
    heavy traffic volume, air traffic control, etc.

-   Security Delay: Delays caused by evacuation of terminal or
    concourse, re-boarding of aircraft because of security breech,
    inoperative screening equipment and long lines in excess of 29
    minutes at screening areas.

-   Late Arriving Aircraft Delay: Previous flight with same aircraft
    arrived late which caused the present flight to depart late.

A "cancelled" flight is a flight that was not operated, but was in the
carrier\'s computer reservation system within 7 days of the scheduled
departure. A "diverted" flight is a flight which is operated from the
scheduled origin point to a point other than the scheduled destination
point in the carrier\'s published schedule.

**\*\*See Appendix at the end of this section for list of carrier
codes.**

**Note: For additional airline-specific information, visit
[http://www.bts.gov](http://www.bts.gov/)**

**AUGUST 2004**

**AIR TRAVEL CONSUMER REPORT**

**TABLE 10. OVERALL CAUSES OF DELAY\***

![](media/image6.wmf){width="6.6819444444444445in"
height="4.569444444444445in"}

**\*Causes of Delay:**

-   Air Carrier Delay: The cause of the cancellation or delay was due to
    circumstances within the airline's control (e.g. maintenance or crew
    problems, etc.).

-   Extreme Weather Delay: Significant meteorological conditions (actual
    or forecasted) that, in the judgment of the carrier, delays or
    prevents the operation of a flight.

-   National Aviation System Delay: Delays and cancellations
    attributable to the national aviation system refer to a broad set of
    conditions \-- non-extreme weather conditions, airport operations,
    heavy traffic volume, air traffic control, etc.

-   Security Delay: Delays caused by evacuation of terminal or
    concourse, re-boarding of aircraft because of security breech,
    inoperative screening equipment and long lines in excess of 29
    minutes at screening areas.

-   Late Arriving Aircraft Delay: Previous flight with same aircraft
    arrived late which caused the present flight to depart late.

A "cancelled" flight is a flight that was not operated, but was in the
carrier\'s computer reservation system within 7 days of the scheduled
departure. A "diverted" flight is a flight which is operated from the
scheduled origin point to a point other than the scheduled destination
point in the carrier\'s published schedule.

**Note: For additional airline-specific information, visit
[http://www.bts.gov](http://www.bts.gov/)**

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

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

**B** See Appendix for list of 31 airports for which data must be
reported. Data include all reported domestic flight operations to the 31
reportable airports (e.g., Albany to Atlanta, Toledo to Boston).

> **C** All domestic airports for which carriers reported data. Data
> include all reported domestic flight operations to the 31 reportable
> airports and from those airports to other destinations (e.g., Albany
> to Atlanta, and Atlanta to Albany). In addition, for carriers that
> reported data for their entire domestic systems, the data also include
> all reported domestic flight operations between non-required airports
> (e.g., Albany to Toledo).

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

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

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

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

**H** Carrier did not serve airport.

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

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

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

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

**V** Carrier reported data voluntarily.

**[APPENDIX]{.underline}**

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

+--------+------------------------------+------------------------------+
|        | **[Airports Covered by the   | > **[Air Carriers Required   |
|        | Rule (14 CFR PART            | > to Report]{.underline}**   |
|        | 234)]{.underline}**          | >                            |
|        |                              | > **[Data to DOT and to CRS  |
|        | Atlanta: Hartsfield ATL      | > Vendors]{.underline}**     |
|        |                              | >                            |
|        | Baltimore/Washington:        | > FL AirTran Airways         |
|        | International BWI            | >                            |
|        |                              | > AS Alaska Airlines         |
|        | Boston: Logan International  | >                            |
|        | BOS                          | > HP America West Airlines   |
|        |                              | >                            |
|        | Charlotte: Douglas CLT       | > AA American Airlines       |
|        |                              | >                            |
|        | Chicago: Midway MDW          | > MQ American Eagle Airlines |
|        |                              | >                            |
|        | Chicago: O\'Hare ORD         | > TZ ATA Airlines            |
|        |                              | >                            |
|        | Cincinnati: Greater          | > DH Atlantic Coast Airlines |
|        | Cincinnati CVG               | >                            |
|        |                              | > EV Atlantic Southeast      |
|        | Dallas-Fort Worth:           | > Airlines                   |
|        | International DFW            | >                            |
|        |                              | > OH Comair                  |
|        | Denver: International DEN    | >                            |
|        |                              | > CO Continental Airlines    |
|        | Detroit: Metro Wayne County  | >                            |
|        | DTW                          | > DL Delta Air Lines         |
|        |                              | >                            |
|        | Ft. Lauderdale:              | > RU ExpressJet Airlines     |
|        | International FLL            | >                            |
|        |                              | > B6 JetBlue Airways         |
|        | Houston: George Bush IAH     | >                            |
|        |                              | > NW Northwest Airlines      |
|        | Las Vegas: McCarran          | >                            |
|        | International LAS            | > OO SkyWest Airlines        |
|        |                              | >                            |
|        | Los Angeles: International   | > WN Southwest Airlines      |
|        | LAX                          | >                            |
|        |                              | > UA United Airlines         |
|        | Miami: International MIA     | >                            |
|        |                              | > US US Airways              |
|        | Minneapolis-St. Paul:        | >                            |
|        | International MSP            | > **[Air Carriers            |
|        |                              | > Voluntarily                |
|        | Newark: Liberty              | > Reporting]{.underline}**   |
|        | International EWR            | >                            |
|        |                              | > **[Data to DOT and to CRS  |
|        | New York: JFK International  | > Vendors]{.underline}**     |
|        | JFK                          |                              |
|        |                              | HA Hawaiian Airlines         |
|        | 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/image7.wmf){width="1.6965277777777779in"
height="1.2361111111111112in"}

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***AUGUST***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+-----+-------------+----+--------+-------+---+------+--------+------+
|     |             | ** |        |       |   | **AU |        |      |
|     |             | AU |        |       |   | GUST |        |      |
|     |             | GU |        |       |   | 20   |        |      |
|     |             | ST |        |       |   | 03** |        |      |
|     |             | 20 |        |       |   |      |        |      |
|     |             | 04 |        |       |   |      |        |      |
|     |             | ** |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
| ### | ####        | *  | **EN   | *     |   | **T  | **EN   | **R  |
| ### | ### AIRLINE | *T | PLANED | *REPO |   | OTAL | PLANED | EPOR |
| # R |             | OT | PASSEN | RTS** |   | BAG  | PASSEN | TS** |
| ANK |             | AL | GERS** |       |   | GAGE | GERS** |      |
|     |             | B  |        | **PER |   | R    |        | *    |
|     |             | AG |        | 1,000 |   | EPOR |        | *PER |
|     |             | GA |        | PA    |   | TS** |        | 1    |
|     |             | GE |        | SSENG |   |      |        | ,000 |
|     |             | R  |        | ERS** |   |      |        | PASS |
|     |             | EP |        |       |   |      |        | ENGE |
|     |             | OR |        |       |   |      |        | RS** |
|     |             | TS |        |       |   |      |        |      |
|     |             | ** |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
|     |             |    |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
| 1   | HAWAIIAN    | 1  | 5      | **2   |   | \*   | \*     | **   |
|     | AIRLINES    | ,2 | 21,848 | .41** |   |      |        | \*** |
|     |             | 59 |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
| 2   | AIRTRAN     | 3  | 1,2    | **3   |   | 3    | 1,1    | **3. |
|     | AIRWAYS     | ,8 | 44,370 | .12** |   | ,698 | 44,645 | 23** |
|     |             | 84 |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
| 3   | CONTINENTAL | 10 | 2,9    | **3   |   | 10   | 3,0    | **3. |
|     | AIRLINES    | ,0 | 68,220 | .38** |   | ,654 | 05,486 | 54** |
|     |             | 25 |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
| 4   | SOUTHWEST   | 25 | 7,5    | **3   |   | 22   | 7,0    | **3. |
|     | AIRLINES    | ,7 | 61,540 | .41** |   | ,682 | 55,081 | 21** |
|     |             | 93 |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
| 5   | NORTHWEST   | 17 | 4,4    | **4   |   | 16   | 4,1    | **3. |
|     | AIRLINES    | ,8 | 25,074 | .02** |   | ,529 | 92,888 | 94** |
|     |             | 06 |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
| 6   | ATA         | 3  | 9      | **4   |   | 3    | 8      | **4. |
|     | AIRLINES    | ,9 | 54,096 | .14** |   | ,741 | 73,197 | 28** |
|     |             | 50 |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
| 7   | UNITED      | 25 | 6,1    | **4   |   | 22   | 5,5    | **4. |
|     | AIRLINES    | ,5 | 37,271 | .16** |   | ,584 | 64,276 | 06** |
|     |             | 10 |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
| 8   | US AIRWAYS  | 13 | 3,3    | **4   |   | 13   | 3,3    | **3. |
|     |             | ,9 | 00,836 | .21** |   | ,092 | 90,610 | 86** |
|     |             | 06 |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
| 9   | ALASKA      | 6  | 1,5    | **4   |   | 4    | 1,4    | **3. |
|     | AIRLINES    | ,6 | 46,499 | .30** |   | ,714 | 63,424 | 22** |
|     |             | 47 |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
| 10  | JETBLUE     | 4  | 1,1    | **4   |   | 3    | 8      | **3. |
|     |             | ,8 | 20,014 | .35** |   | ,402 | 82,378 | 86** |
|     |             | 73 |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
| 11  | AMERICA     | 8  | 1,8    | **4   |   | 6    | 1,8    | **3. |
|     | WEST        | ,9 | 85,278 | .76** |   | ,637 | 49,356 | 59** |
|     | AIRLINES    | 70 |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
| 12  | AMERICAN    | 34 | 6,7    | **5   |   | 40   | 7,0    | **5. |
|     | AIRLINES    | ,0 | 30,911 | .06** |   | ,069 | 20,444 | 71** |
|     |             | 92 |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
| 13  | DELTA AIR   | 36 | 7,2    | **5   |   | 30   | 7,2    | **4. |
|     | LINES       | ,8 | 49,504 | .08** |   | ,939 | 35,749 | 28** |
|     |             | 27 |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
| 14  | EXPRESSJET  | 6  | 1,1    | **5   |   | 5    | 9      | **5. |
|     | AIRLINES    | ,4 | 71,977 | .48** |   | ,044 | 95,573 | 07** |
|     |             | 17 |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
| 15  | ATLANTIC    | 4  | 5      | **7   |   | 7    | 7      | *    |
|     | COAST       | ,1 | 36,595 | .68** |   | ,745 | 44,586 | *10. |
|     | AIRLINES    | 21 |        |       |   |      |        | 40** |
+-----+-------------+----+--------+-------+---+------+--------+------+
| 16  | SKYWEST     | 11 | 1,3    | **8   |   | 8    | 1,0    | **7. |
|     | AIRLINES    | ,3 | 33,507 | .49** |   | ,044 | 43,493 | 71** |
|     |             | 28 |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
| 17  | AMERICAN    | 12 | 1,3    | **9   |   | 10   | 1,1    | **9. |
|     | EAGLE       | ,7 | 39,264 | .51** |   | ,359 | 15,977 | 28** |
|     | AIRLINES    | 32 |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
| 18  | COMAIR      | 11 | 1,1    | **9   |   | \*   | \*     | **   |
|     |             | ,1 | 28,740 | .84** |   |      |        | \*** |
|     |             | 04 |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
| 19  | ATLANTIC    | 11 | 9      | **12  |   | 12   | 7      | *    |
|     | SOUTHEAST   | ,2 | 28,636 | .10** |   | ,909 | 61,844 | *16. |
|     | AIRLINES    | 41 |        |       |   |      |        | 94** |
+-----+-------------+----+--------+-------+---+------+--------+------+
|     |             |    |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+
|     | TOTALS      | 2  | 52,0   | **4   |   | 222  | 48,3   | **4. |
|     |             | 50 | 84,180 | .81** |   | ,842 | 39,007 | 61** |
|     |             | ,4 |        |       |   |      |        |      |
|     |             | 85 |        |       |   |      |        |      |
+-----+-------------+----+--------+-------+---+------+--------+------+

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 *and* operate
aircraft with a passenger capacity of more than 60 seats (see footnote
on chart for details). It provides system data for scheduled passenger
service on domestic flights and data on international flight segments
that originate in the United States. Information is displayed for the
latest available quarter and for the year to date, for the current
period and for the same period in the previous year. The data are
reported quarterly to DOT's Bureau of Transportation Statistics (Office
of Airline Information). The reporting requirement is found in 14 CFR
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 enplanements 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/image8.wmf){width="1.636111111111111in"
height="1.3097222222222222in"}

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***APRIL - JUNE***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **APRIL - JUNE 2004**                                              **APRIL - JUNE 2003**                             

  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      ***JETBLUE       0                     6             2,920,697     **0.02**         6                     0             2,209,920     **0.00**
         AIRWAYS***                                                                                                                            

  2      ***AIRTRAN       6,259                 57            3,411,731     **0.17**         7,254                 639           2,949,509     **2.17**
         AIRWAYS***                                                                                                                            

  3      ***SKYWEST       229                   2             92,398        **0.22**         \*                    \*            \*            \*
         AIRLINES***                                                                                                                           

  4      ***HAWAIIAN      690                   38            1,412,211     **0.27**         \*                    \*            \*            \*
         AIRLINES***                                                                                                                           

  5      ***AMERICAN      482                   22            495,683       **0.44**         165                   18            223,827       **0.80**
         EAGLE                                                                                                                                 
         AIRLINES***                                                                                                                           

  6      ***UNITED        27,767                776           16,959,163    **0.46**         35,494                1,196         15,191,248    **0.79**
         AIRLINES***                                                                                                                           

  7      ***AMERICAN      17,087                1,011         21,320,081    **0.47**         28,638                1,481         20,851,388    **0.71**
         AIRLINES***                                                                                                                           

  8      ***US AIRWAYS*** 21,282                808           10,576,091    **0.76**         28,700                535           10,370,450    **0.52**

  9      ***AMERICA WEST  7,509                 383           4,885,743     **0.78**         13,316                213           5,261,924     **0.40**
         AIRLINES***                                                                                                                           

  10     ***NORTHWEST     21,867                1,154         12,935,606    **0.89**         24,176                1,014         11,738,207    **0.86**
         AIRLINES***                                                                                                                           

  11     ***ALASKA        3,964                 325           3,620,268     **0.90**         3,041                 178           3,792,324     **0.47**
         AIRLINES***                                                                                                                           

  12     ***DELTA AIR     28,817                2,331         21,718,352    **1.07**         29,997                3,262         19,363,066    **1.68**
         LINES***                                                                                                                              

  13     ***SOUTHWEST     25,572                2,429         21,628,048    **1.12**         25,092                2,424         19,446,533    **1.25**
         AIRLINES***                                                                                                                           

  14     ***ATA           1,484                 405           2,719,477     **1.49**         1,080                 235           2,457,554     **0.96**
         AIRLINES***                                                                                                                           

  15     ***ATLANTIC      1,187                 140           913,359       **1.53**         2,211                 921           781,431       **11.79**
         SOUTHEAST                                                                                                                             
         AIRLINES***                                                                                                                           

  16     ***CONTINENTAL   11,694                1,834         9,229,183     **1.99**         14,483                1,190         8,810,539     **1.35**
         AIRLINES***                                                                                                                           

  17     ***COMAIR***     1,204                 140           608,523       **2.30**         \*                    \*            \*            \*

         ***TOTALS***     177,094               11,861        135,446,614   **0.88**         213,653               13,306        123,447,920   **1.08**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY- JUNE***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **JANUARY - JUNE                                                   **JANUARY - JUNE                                  
                          2004**                                                             2003**                                            

  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      ***JETBLUE       12                    8             5,570,770     **0.01**         10                    0             4,220,537     **0.00**
         AIRWAYS***                                                                                                                            

  2      ***SKYWEST       417                   2             107,291       **0.19**         \*                    \*            \*            \*
         AIRLINES***                                                                                                                           

  3      ***HAWAIIAN      1,587                 106           2,811,439     **0.38**         \*                    \*            \*            \*
         AIRLINES***                                                                                                                           

  4      ***AMERICAN      1,054                 37            894,953       **0.41**         356                   22            404,257       **0.54**
         EAGLE                                                                                                                                 
         AIRLINES***                                                                                                                           

  5      ***AIRTRAN       16,041                311           6,373,017     **0.49**         11,593                1,496         5,499,693     **2.72**
         AIRWAYS***                                                                                                                            

  6      ***AMERICAN      40,460                2,133         41,009,468    **0.52**         52,368                2,667         40,107,873    **0.66**
         AIRLINES***                                                                                                                           

  7      ***UNITED        58,107                1,965         31,441,538    **0.62**         58,568                1,959         29,515,407    **0.66**
         AIRLINES***                                                                                                                           

  8      ***US AIRWAYS*** 44,033                1,302         19,787,547    **0.66**         45,891                929           19,019,023    **0.49**

  9      ***AMERICA WEST  19,397                746           9,853,721     **0.76**         28,473                453           9,974,800     **0.45**
         AIRLINES***                                                                                                                           

  10     ***NORTHWEST     41,845                2,117         24,110,709    **0.88**         44,055                1,779         22,710,860    **0.78**
         AIRLINES***                                                                                                                           

  11     ***SOUTHWEST     56,847                5,103         39,818,452    **1.28**         48,883                4,640         36,616,105    **1.27**
         AIRLINES***                                                                                                                           

  12     ***ATA           3,122                 695           5,161,864     **1.35**         1,790                 397           4,579,883     **0.87**
         AIRLINES***                                                                                                                           

  13     ***DELTA AIR     75,060                5,549         41,203,996    **1.35**         59,364                5,484         38,516,991    **1.42**
         LINES***                                                                                                                              

  14     ***ALASKA        12,483                1,128         7,208,098     **1.56**         8,072                 384           7,044,855     **0.55**
         AIRLINES***                                                                                                                           

  15     ***CONTINENTAL   23,608                2,787         17,468,152    **1.60**         25,845                1,851         16,744,667    **1.11**
         AIRLINES***                                                                                                                           

  16     ***ATLANTIC      2,612                 387           1,685,586     **2.30**         3,709                 1,419         1,444,483     **9.82**
         SOUTHEAST                                                                                                                             
         AIRLINES***                                                                                                                           

  17     ***COMAIR***     2,572                 374           1,119,153     **3.34**         \*                    \*            \*            \*

         ***TOTALS***     399,257               24,750        255,625,754   **0.97**         388,977               23,480        236,399,435   **0.99**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

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

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

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

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

**Complaint Categories** - Table 2 ranks the categories of complaints
(baggage, refunds, etc.). Beginning with the October 2000 report,
"Animals" was added as a new category. A detailed explanation of each
category appears at the end of the report.

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

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

**Companies Other Than U.S. Airlines** - Table 5 (Table 4 in YTD
reports) provides the same information as above for foreign airlines,
and for tour operators, travel agents, etc.

**Airline Rankings** - Table 6 (Table 5 in YTD reports) ranks the
largest U.S. airlines (those that each account for one percent of total
domestic scheduled-service passenger revenues, plus any other carrier
that voluntarily reports flight delay and mishandled baggage data to
DOT) 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

  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ---------- --
                  **AUGUST                                            **AUGUST                                         
                  2004**                                              2003**                                           

                  COMPLAINTS   OPINIONS   COMPLIMENTS   INFO          COMPLAINTS   OPINIONS   COMPLIMENTS   INFO       
                                                        REQUESTS                                            REQUESTS   

                                                                                                                       

  U.S. AIRLINES   615          96         3             81            425          83         1             56         

  FOREIGN         155          3          1             10            69           1          0             4          
  AIRLINES                                                                                                             

  TRAVEL AGENTS   7            1          0             0             12           1          0             1          

  TOUR OPERATORS  3            0          0             0             0            0          0             2          

  MISCELLANEOUS   11           15         0             45            12           3          0             78         

  INDUSTRY TOTALS 791          115        4             136           518          88         1             141        
  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ---------- --

Table 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^4]

  ------------------- --------- -------------------- -------------- -- --------- ---------------- --------------
                      AUGUST                                           AUGUST                     
                      2004                                             2003                       

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

                                                                                                  

  FLIGHT PROBLEMS     1         240                                    1         107              

  CANCELLATIONS                                      108                                          36

  DELAYS                                             56                                           48

  MISCONNECTIONS                                     43                                           17

                                                                                                  

  BAGGAGE             2         167                                    2         87               

                                                                                                  

  CUSTOMER SERVICE    3         98                                     5         52               

                                                                                                  

  RES/TKTG/BOARDING   4         98                                     3         79               

                                                                                                  

  DISABILITY          5         50                                     6         40               

                                                                                                  

  REFUNDS             6         46                                     4         57               

                                                                                                  

  OVERSALES           7         43                                     9         24               

                                                                                                  

  FARES               8         19                                     8         28               

                                                                                                  

  OTHER               9         17                                     7         34               

  FREQUENT FLYER                                     17                                           31

                                                                                                  

  DISCRIMINATION      10        8                                      10        8                

                                                                                                  

  ADVERTISING         11        5                                      11        2                

                                                                                                  

  ANIMALS             12        0                                      12        0                

                                                                                                  

  COMPLAINT TOTAL               791                                              518              
  ------------------- --------- -------------------- -------------- -- --------- ---------------- --------------

Table 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^6]

AUGUST 2004

<table>
<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: 6%" />
<col style="width: 6%" />
<col style="width: 4%" />
<col style="width: 5%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a><sup>*</sup></p>
<p>ALPHABETICAL</p></td>
<td>FLIGHT PROBLEMS</td>
<td>OVER-SALES</td>
<td>RES/TKTG/BOARDING</td>
<td>FARES</td>
<td>REFUNDS</td>
<td>BAGGAGE</td>
<td>CUSTOMER SERVICE</td>
<td>DIS-ABILITY</td>
<td>ADVER-TISING</td>
<td>DISCRIM-INATION</td>
<td>ANIMALS</td>
<td>OTHER</td>
<td>TOTAL</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIR WISCONSIN</td>
<td>7</td>
<td>1</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>10</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>26</td>
</tr>
<tr class="even">
<td>AIRTRAN AIRWAYS</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="odd">
<td>ALASKA AIRLINES</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
</tr>
<tr class="even">
<td>ALOHA AIRLINES</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>9</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>10</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>3</td>
<td>5</td>
<td>3</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>27</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>49</td>
<td>1</td>
<td>14</td>
<td>3</td>
<td>2</td>
<td>26</td>
<td>19</td>
<td>5</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>4</td>
<td>125</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE AIRLINES</td>
<td>1</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>11</td>
</tr>
<tr class="even">
<td>ATA AIRLINES</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
</tr>
<tr class="odd">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="even">
<td>COMAIR</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>10</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>6</td>
<td>7</td>
<td>1</td>
<td>1</td>
<td>2</td>
<td>5</td>
<td>9</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>35</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>7</td>
<td>4</td>
<td>8</td>
<td>5</td>
<td>5</td>
<td>16</td>
<td>11</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
<td>65</td>
</tr>
<tr class="odd">
<td>MESA AIRLINES</td>
<td>16</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>22</td>
</tr>
<tr class="even">
<td>NORTHWEST AIRLINES</td>
<td>12</td>
<td>2</td>
<td>5</td>
<td>3</td>
<td>7</td>
<td>4</td>
<td>3</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>42</td>
</tr>
<tr class="odd">
<td>SKYWEST AIRLINES</td>
<td>4</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>10</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>1</td>
<td>0</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>3</td>
<td>8</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>20</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>16</td>
<td>3</td>
<td>13</td>
<td>0</td>
<td>2</td>
<td>26</td>
<td>9</td>
<td>6</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>77</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>9</td>
<td>2</td>
<td>9</td>
<td>2</td>
<td>3</td>
<td>9</td>
<td>8</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>47</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>31</td>
<td>3</td>
<td>4</td>
<td>1</td>
<td>5</td>
<td>10</td>
<td>5</td>
<td>6</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>66</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 AUGUST 2004</td>
<td>183</td>
<td>32</td>
<td>72</td>
<td>18</td>
<td>34</td>
<td>123</td>
<td>81</td>
<td>46</td>
<td>1</td>
<td>8</td>
<td>0</td>
<td>17</td>
<td>615</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>29.8</td>
<td>5.2</td>
<td>11.7</td>
<td>2.9</td>
<td>5.5</td>
<td>20.0</td>
<td>13.2</td>
<td>7.5</td>
<td>0.2</td>
<td>1.3</td>
<td>0.0</td>
<td>2.8</td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>TOTAL AUGUST 2003</td>
<td>90</td>
<td>18</td>
<td>62</td>
<td>24</td>
<td>46</td>
<td>64</td>
<td>45</td>
<td>36</td>
<td>0</td>
<td>8</td>
<td>0</td>
<td>32</td>
<td>425</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>21.2</td>
<td>4.2</td>
<td>14.6</td>
<td>5.6</td>
<td>10.8</td>
<td>15.1</td>
<td>10.6</td>
<td>8.5</td>
<td>0.0</td>
<td>1.9</td>
<td>0.0</td>
<td>7.5</td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup><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

AUGUST 2004

<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>AUG</p></td>
<td><p>INCI-DENTS IN</p>
<p>AUG</p></td>
<td>PERCENT</td>
<td></td>
<td><p>INCI-DENTS IN</p>
<p>JULY</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>AIR WISCONSIN</td>
<td>26</td>
<td>10</td>
<td>38.5</td>
<td></td>
<td>9</td>
<td>34.6</td>
<td></td>
<td>5</td>
<td>19.2</td>
<td></td>
<td>2</td>
<td>7.7</td>
</tr>
<tr class="even">
<td>AIRTRAN AIRWAYS</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="odd">
<td>ALASKA AIRLINES</td>
<td>6</td>
<td>4</td>
<td>66.7</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>16.7</td>
<td></td>
<td>1</td>
<td>16.7</td>
</tr>
<tr class="even">
<td>ALOHA AIRLINES</td>
<td>9</td>
<td>4</td>
<td>44.4</td>
<td></td>
<td>1</td>
<td>11.1</td>
<td></td>
<td>2</td>
<td>22.2</td>
<td></td>
<td>2</td>
<td>22.2</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>27</td>
<td>6</td>
<td>22.2</td>
<td></td>
<td>8</td>
<td>29.6</td>
<td></td>
<td>10</td>
<td>37.0</td>
<td></td>
<td>3</td>
<td>11.1</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>125</td>
<td>57</td>
<td>45.6</td>
<td></td>
<td>37</td>
<td>29.6</td>
<td></td>
<td>23</td>
<td>18.4</td>
<td></td>
<td>8</td>
<td>6.4</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE AIRLINES</td>
<td>11</td>
<td>5</td>
<td>45.5</td>
<td></td>
<td>4</td>
<td>36.4</td>
<td></td>
<td>2</td>
<td>18.2</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>ATA AIRLINES</td>
<td>7</td>
<td>2</td>
<td>28.6</td>
<td></td>
<td>2</td>
<td>28.6</td>
<td></td>
<td>3</td>
<td>42.9</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>ATLANTIC SOUTHEAST 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>COMAIR</td>
<td>10</td>
<td>5</td>
<td>50.0</td>
<td></td>
<td>5</td>
<td>50.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>35</td>
<td>14</td>
<td>40.0</td>
<td></td>
<td>7</td>
<td>20.0</td>
<td></td>
<td>10</td>
<td>28.6</td>
<td></td>
<td>4</td>
<td>11.4</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>65</td>
<td>21</td>
<td>32.3</td>
<td></td>
<td>21</td>
<td>32.3</td>
<td></td>
<td>16</td>
<td>24.6</td>
<td></td>
<td>7</td>
<td>10.8</td>
</tr>
<tr class="odd">
<td>MESA AIRLINES</td>
<td>22</td>
<td>10</td>
<td>45.5</td>
<td></td>
<td>8</td>
<td>36.4</td>
<td></td>
<td>4</td>
<td>18.2</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>NORTHWEST AIRLINES</td>
<td>42</td>
<td>6</td>
<td>14.3</td>
<td></td>
<td>17</td>
<td>40.5</td>
<td></td>
<td>13</td>
<td>31.0</td>
<td></td>
<td>6</td>
<td>14.3</td>
</tr>
<tr class="odd">
<td>SKYWEST AIRLINES</td>
<td>10</td>
<td>4</td>
<td>40.0</td>
<td></td>
<td>5</td>
<td>50.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>10.0</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>20</td>
<td>8</td>
<td>40.0</td>
<td></td>
<td>5</td>
<td>25.0</td>
<td></td>
<td>6</td>
<td>30.0</td>
<td></td>
<td>1</td>
<td>5.0</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>77</td>
<td>22</td>
<td>28.6</td>
<td></td>
<td>22</td>
<td>28.6</td>
<td></td>
<td>20</td>
<td>26.0</td>
<td></td>
<td>13</td>
<td>16.9</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>47</td>
<td>15</td>
<td>31.9</td>
<td></td>
<td>15</td>
<td>31.9</td>
<td></td>
<td>10</td>
<td>21.3</td>
<td></td>
<td>7</td>
<td>14.9</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>66</td>
<td>20</td>
<td>30.3</td>
<td></td>
<td>28</td>
<td>42.4</td>
<td></td>
<td>10</td>
<td>15.2</td>
<td></td>
<td>8</td>
<td>12.1</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td><strong>TOTALS</strong></td>
<td>615</td>
<td>215</td>
<td>35.0</td>
<td></td>
<td>196</td>
<td>31.9</td>
<td></td>
<td>141</td>
<td>22.9</td>
<td></td>
<td>63</td>
<td>10.2</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td><strong>PREVIOUS YEAR'S TOTALS</strong></td>
<td>425</td>
<td>163</td>
<td>38.4</td>
<td></td>
<td>132</td>
<td>31.1</td>
<td></td>
<td>87</td>
<td>20.5</td>
<td></td>
<td>43</td>
<td>10.1</td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup>AIRLINES ARE LISTED INDIVIDUALLY IF DOT
RECEIVED 5 OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD.
COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER 'OTHER U.S. AIRLINES.’<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

Table 5

AIR TRAVEL CONSUMER REPORT

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

BY COMPLAINT CATEGORY[^8]^\*^

AUGUST 2004

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

                                                                                                                                                                                        

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

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

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

  BRITISH AIRWAYS                   0          1            1                   0       0         14        0          1             0              0                 0         0       17

  GHANA AIRWAYS                     36         0            0                   0       0         0         0          0             0              0                 0         0       36

  KLM                               2          0            0                   0       0         1         2          0             0              0                 0         0       5

  LUFTHANSA                         1          0            1                   0       1         1         2          0             1              0                 0         0       7

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

  OTHER FOREIGN AIRLINES            13         7            15                  0       3         16        8          1             1              0                 0         0       64

  TOTALS                            54         11           19                  0       9         39        15         4             4              0                 0         0       155

                                                                                                                                                                                        

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

  OTHER TRAVEL AGENTS               0          0            6                   0       1         0         0          0             0              0                 0         0       7

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

                                                                                                                                                                                        

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

  OTHER TOUR OPERATORS              2          0            0                   0       0         1         0          0             0              0                 0         0       3

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

                                                                                                                                                                                        

  **[MISCELLANEOUS]{.underline}**                                                                                                                                                       

  OTHER MISCELLANEOUS               1          0            1                   1       2         4         2          0             0              0                 0         0       11

  TOTALS                            1          0            1                   1       2         4         2          0             0              0                 0         0       11

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 6

AUGUST

CONSUMER COMPLAINTS: RANKINGS

U.S. AIRLINES \*

<table>
<colgroup>
<col style="width: 6%" />
<col style="width: 15%" />
<col style="width: 3%" />
<col style="width: 10%" />
<col style="width: 13%" />
<col style="width: 11%" />
<col style="width: 1%" />
<col style="width: 10%" />
<col style="width: 14%" />
<col style="width: 11%" />
</colgroup>
<tbody>
<tr class="odd">
<td colspan="2"></td>
<td colspan="4"><strong>AUGUST 2004</strong></td>
<td></td>
<td colspan="3"><strong>AUGUST 2003</strong></td>
</tr>
<tr class="even">
<td></td>
<td colspan="2"></td>
<td></td>
<td></td>
<td><h1 id="complaints">COMPLAINTS</h1></td>
<td></td>
<td></td>
<td></td>
<td><h1 id="complaints-1">COMPLAINTS</h1></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"><h1 id="section-2"></h1></td>
<td><h1 id="section-3"></h1></td>
<td><h1 id="systemwide">SYSTEMWIDE</h1></td>
<td><h1 id="per-100000">PER 100,000</h1></td>
<td></td>
<td><h1 id="section-4"></h1></td>
<td><h1 id="systemwide-1">SYSTEMWIDE</h1></td>
<td><h1 id="per-100000-1">PER 100,000</h1></td>
</tr>
<tr class="even">
<td><h1 id="rank-1">RANK</h1></td>
<td colspan="2"><h1 id="airline-1">AIRLINE</h1></td>
<td><h1 id="complaints-2">COMPLAINTS</h1></td>
<td><h1 id="enplanements">ENPLANEMENTS</h1></td>
<td><h1 id="enplanements-1">ENPLANEMENTS</h1></td>
<td></td>
<td><h1 id="complaints-3">COMPLAINTS</h1></td>
<td><h1 id="enplanements-2">ENPLANEMENTS</h1></td>
<td><h1 id="enplanements-3">ENPLANEMENTS</h1></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>1</td>
<td colspan="2"><em><strong>EXPRESSJET AIRLINES</strong></em></td>
<td>3</td>
<td>1,267,948</td>
<td><strong>0.24</strong></td>
<td></td>
<td>5</td>
<td>1,033,945</td>
<td><strong>0.48</strong></td>
</tr>
<tr class="odd">
<td>2</td>
<td colspan="2"><em><strong>SOUTHWEST AIRLINES</strong></em></td>
<td>20</td>
<td>7,364,638</td>
<td><strong>0.27</strong></td>
<td></td>
<td>9</td>
<td>6,838,508</td>
<td><strong>0.13</strong></td>
</tr>
<tr class="even">
<td>3</td>
<td colspan="2"><em><strong>JETBLUE AIRWAYS</strong></em></td>
<td>3</td>
<td>1,087,945</td>
<td><strong>0.28</strong></td>
<td></td>
<td>2</td>
<td>859,648</td>
<td><strong>0.23</strong></td>
</tr>
<tr class="odd">
<td>4</td>
<td colspan="2"><em><strong>ALASKA AIRLINES</strong></em></td>
<td>6</td>
<td>1,655,938</td>
<td><strong>0.36</strong></td>
<td></td>
<td>15</td>
<td>1,584,156</td>
<td><strong>0.95</strong></td>
</tr>
<tr class="even">
<td>5</td>
<td colspan="2"><em><strong>HAWAIIAN AIRLINES</strong></em></td>
<td>2</td>
<td>512,770</td>
<td><strong>0.39</strong></td>
<td></td>
<td>*</td>
<td>*</td>
<td><strong>*</strong></td>
</tr>
<tr class="odd">
<td>6</td>
<td colspan="2"><em><strong>AIRTRAN AIRWAYS</strong></em></td>
<td>5</td>
<td>1,197,035</td>
<td><strong>0.42</strong></td>
<td></td>
<td>9</td>
<td>1,116,519</td>
<td><strong>0.81</strong></td>
</tr>
<tr class="even">
<td>7</td>
<td colspan="2"><em><strong>ATLANTIC SOUTHEAST
AIRLINES</strong></em></td>
<td>5</td>
<td>919,890</td>
<td><strong>0.54</strong></td>
<td></td>
<td>5</td>
<td>762,249</td>
<td><strong>0.66</strong></td>
</tr>
<tr class="odd">
<td>8</td>
<td colspan="2"><em><strong>ATA AIRLINES</strong></em></td>
<td>7</td>
<td>976,670</td>
<td><strong>0.72</strong></td>
<td></td>
<td>6</td>
<td>907,094</td>
<td><strong>0.66</strong></td>
</tr>
<tr class="even">
<td>9</td>
<td colspan="2"><em><strong>ATLANTIC COAST AIRLINES</strong></em></td>
<td>4</td>
<td>538,851</td>
<td><strong>0.74</strong></td>
<td></td>
<td>7</td>
<td>775,389</td>
<td><strong>0.90</strong></td>
</tr>
<tr class="odd">
<td>10</td>
<td colspan="2"><em><strong>SKYWEST AIRLINES</strong></em></td>
<td>10</td>
<td>1,298,095</td>
<td><strong>0.77</strong></td>
<td></td>
<td>0</td>
<td>1,003,189</td>
<td><strong>0.00</strong></td>
</tr>
<tr class="even">
<td>11</td>
<td colspan="2"><em><strong>NORTHWEST AIRLINES</strong></em></td>
<td>42</td>
<td>5,178,964</td>
<td><strong>0.81</strong></td>
<td></td>
<td>45</td>
<td>4,914,386</td>
<td><strong>0.92</strong></td>
</tr>
<tr class="odd">
<td>12</td>
<td colspan="2"><em><strong>AMERICAN EAGLE AIRLINES</strong></em></td>
<td>11</td>
<td>1,326,113</td>
<td><strong>0.83</strong></td>
<td></td>
<td>1</td>
<td>1,070,008</td>
<td><strong>0.09</strong></td>
</tr>
<tr class="even">
<td>13</td>
<td colspan="2"><em><strong>DELTA AIR LINES</strong></em></td>
<td>65</td>
<td>7,747,068</td>
<td><strong>0.84</strong></td>
<td></td>
<td>58</td>
<td>7,663,178</td>
<td><strong>0.76</strong></td>
</tr>
<tr class="odd">
<td>14</td>
<td colspan="2"><em><strong>COMAIR</strong></em></td>
<td>10</td>
<td>1,128,952</td>
<td><strong>0.89</strong></td>
<td></td>
<td>*</td>
<td>*</td>
<td><strong>*</strong></td>
</tr>
<tr class="even">
<td>15</td>
<td colspan="2"><em><strong>CONTINENTAL AIRLINES</strong></em></td>
<td>35</td>
<td>3,717,649</td>
<td><strong>0.94</strong></td>
<td></td>
<td>31</td>
<td>3,649,307</td>
<td><strong>0.85</strong></td>
</tr>
<tr class="odd">
<td>16</td>
<td colspan="2"><em><strong>UNITED AIRLINES</strong></em></td>
<td>77</td>
<td>6,816,312</td>
<td><strong>1.13</strong></td>
<td></td>
<td>68</td>
<td>6,179,160</td>
<td><strong>1.10</strong></td>
</tr>
<tr class="even">
<td>17</td>
<td colspan="2"><em><strong>US AIRWAYS</strong></em></td>
<td>47</td>
<td>3,768,980</td>
<td><strong>1.25</strong></td>
<td></td>
<td>37</td>
<td>3,804,456</td>
<td><strong>0.97</strong></td>
</tr>
<tr class="odd">
<td>18</td>
<td colspan="2"><em><strong>AMERICA WEST AIRLINES</strong></em></td>
<td>27</td>
<td>1,909,221</td>
<td><strong>1.41</strong></td>
<td></td>
<td>13</td>
<td>1,864,917</td>
<td><strong>0.70</strong></td>
</tr>
<tr class="even">
<td>19</td>
<td colspan="2"><em><strong>AMERICAN AIRLINES</strong></em></td>
<td>125</td>
<td>8,331,312</td>
<td><strong>1.50</strong></td>
<td></td>
<td>77</td>
<td>8,433,340</td>
<td><strong>0.91</strong></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"><strong>TOTAL</strong></td>
<td><strong>504</strong></td>
<td><strong>56,744,351</strong></td>
<td><strong>0.89</strong></td>
<td></td>
<td><strong>388</strong></td>
<td><strong>52,459,449</strong></td>
<td><strong>0.74</strong></td>
</tr>
</tbody>
</table>

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

\* U.S. Airlines with at least one percent of total domestic
scheduled-service passenger revenues, plus any other carrier that
voluntarily reports flight delay and mishandled baggage data to DOT. The
carriers that are ranked in this table are the same carriers that are
ranked in the "Flight Delay" and "Mishandled Baggage" sections. November
2003 was the first ranking of Hawaiian Airlines (voluntary reporting of
flight delay and mishandled baggage data). January 2004 was the first
ranking of Comair.

***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
made in reservations and ticketing; problems in making reservations and
obtaining tickets due to busy telephone lines or waiting in line, or
delays in mailing tickets; problems boarding the aircraft (except
oversales).

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

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

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

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

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

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

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

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

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

![](media/image9.wmf){width="2.0701388888888888in" height="0.7in"}

<table>
<colgroup>
<col style="width: 15%" />
<col style="width: 1%" />
<col style="width: 11%" />
<col style="width: 11%" />
<col style="width: 11%" />
<col style="width: 1%" />
<col style="width: 9%" />
<col style="width: 0%" />
<col style="width: 10%" />
<col style="width: 3%" />
<col style="width: 8%" />
<col style="width: 3%" />
<col style="width: 12%" />
</colgroup>
<tbody>
<tr class="odd">
<td colspan="13"><p><strong>Customer Service Reports to the Department
of Homeland Security for the Month of AUGUST 2004</strong></p>
<p><strong>as provided by the Transportation Security Administration
<sup>a</sup></strong></p></td>
</tr>
<tr class="even">
<td colspan="2"></td>
<td></td>
<td></td>
<td></td>
<td colspan="2"></td>
<td colspan="2"></td>
<td colspan="2"></td>
<td colspan="2"></td>
</tr>
<tr class="odd">
<td colspan="13"><p>The Transportation Security Administration protects
approximately 50 million airline passengers and screens their 59 million
checked bags every month as part of its efforts to secure the homeland.
Since its formation, the TSA has maintained a strong focus on customer
service and it encourages passengers to contact it to provide feedback.
The TSA began collecting customer service data voluntarily in order to
improve security operations. TSA values all input and encourages
passengers to contact it if they believe that the level of service
provided does not meet their expectations. Below is a summary of
contacts with TSA either by e-mail, phone, or written correspondence for
the month of August.<sup>b</sup></p>
<p><strong>Note:</strong> Comparing the numbers below with the number of
passenger complaints about airlines (found in this report) is not
appropriate. TSA data represent the entire universe of feedback provided
to the TSA Contact Center, which is easily accessible to the traveling
public. By contrast, complaints about airlines tabulated in this report
represent a more limited group, namely, those who take the extra step of
contacting the Department of Transportation to complain about an
airline. Airlines themselves receive thousands of complaints and
inquiries directly from passengers that are not recorded in this
report.</p></td>
</tr>
<tr class="even">
<td colspan="2"></td>
<td></td>
<td></td>
<td colspan="2"></td>
<td></td>
<td colspan="3"></td>
<td></td>
<td colspan="2"></td>
</tr>
<tr class="odd">
<td colspan="3">Courtesy <sup>c</sup></td>
<td colspan="3">Screening Procedures</td>
<td colspan="4">Processing Time</td>
<td colspan="3">Personal Property</td>
</tr>
<tr class="even">
<td># of Complaints</td>
<td colspan="2">% of Flying Public<sup>c</sup></td>
<td># of Complaints</td>
<td colspan="2">% of Flying Public</td>
<td colspan="2"># of Complaints</td>
<td colspan="2">% of Flying Public</td>
<td colspan="2"># of Complaints</td>
<td>% of Flying Public</td>
</tr>
<tr class="odd">
<td>137</td>
<td colspan="2">.00027%</td>
<td>83</td>
<td colspan="2">.00017%</td>
<td colspan="2">25</td>
<td colspan="2">.0005%</td>
<td colspan="2">524</td>
<td>.0011%</td>
</tr>
<tr class="even">
<td></td>
<td colspan="2"></td>
<td></td>
<td colspan="2"></td>
<td colspan="2"></td>
<td colspan="2"></td>
<td colspan="2"></td>
<td></td>
</tr>
<tr class="odd">
<td colspan="13">In addition, TSA also processes damage claims
concerning loss or damage to passenger property. Claims allegedly
resulting from an incident that occurred at a passenger screening
checkpoint are handled exclusively by TSA. While in most cases TSA
screeners handle checked baggage for a very small amount of time
relative to the airline personnel, liability is no longer clearly
exclusive to the airlines. Consequently, the data for checked baggage
claims below includes claims for which TSA and/or the airlines may be
liable.</td>
</tr>
<tr class="even">
<td colspan="2"></td>
<td></td>
<td></td>
<td></td>
<td colspan="8"></td>
</tr>
<tr class="odd">
<td colspan="5">Number of Damage Claims Received</td>
<td colspan="8"></td>
</tr>
<tr class="even">
<td colspan="2">Checkpoint (TSA)</td>
<td>% of Total Passengers Screened</td>
<td>Checked Baggage (TSA and/or Airline)</td>
<td>% of Total Checked Bags Screened</td>
<td colspan="8"></td>
</tr>
<tr class="odd">
<td colspan="2">319</td>
<td>.00064%</td>
<td>1472</td>
<td>.0025%</td>
<td colspan="8"></td>
</tr>
<tr class="even">
<td colspan="2"></td>
<td></td>
<td></td>
<td></td>
<td colspan="8"></td>
</tr>
<tr class="odd">
<td colspan="2"></td>
<td></td>
<td></td>
<td></td>
<td colspan="8"></td>
</tr>
<tr class="even">
<td colspan="13"><strong>NOTES</strong></td>
</tr>
<tr class="odd">
<td colspan="13"><sup>a</sup> Under Section 421(a) of Vision
100--Century of Aviation Reauthorization Act, Public Law 108-176
(December 12, 2003), 49 U.S.C. 329(e), the Department of Homeland
Security (DHS), through its Transportation Security Administration
(TSA), has provided this customer service report on passenger and
baggage screening complaints and incidents to the Department of
Transportation.</td>
</tr>
<tr class="even">
<td colspan="13"><sup>b</sup> The TSA Contact Center can be reached via
e-mail, TSA-ContactCenter@dhs.gov, or phone, 1-866-289-9673. Contact
Center representatives are available Monday through Friday, 8:00 AM to
10:00 PM (EST), and Saturdays, Sundays and Holidays, 10:00 AM to 6:00 PM
(EST).</td>
</tr>
<tr class="odd">
<td colspan="13"><sup>c</sup> The percentage is based on the number of
reports divided by the number of passengers or number of bags screened
by TSA in the month of August.</td>
</tr>
<tr class="even">
<td colspan="2"></td>
<td></td>
<td></td>
<td></td>
<td colspan="2"></td>
<td colspan="2"></td>
<td colspan="2"></td>
<td colspan="2"></td>
</tr>
</tbody>
</table>

[^1]:
    > ^\*^ U.S. Airlines with at least one percent of total domestic
    > scheduled-service passenger revenues, plus other carriers that
    > report voluntarily. Reporting by Hawaiian (voluntary) effective
    > November 2003. Reporting by Comair effective January 2004. The
    > carriers that are ranked in this table are the same carriers that
    > are ranked in the "Flight Delay" and "Consumer Complaint" sections
    > of this report.

[^2]: ^\*^ U.S. Airlines with at least one percent of total domestic
    scheduled-service passenger revenues *and* operate aircraft with a
    passenger capacity of more than 60 seats. Hawaiian Airlines was
    ranked in this section for the first time with the 4^th^ quarter
    2003. Comair and SkyWest were ranked in this table for the first
    time with the first quarter 2004. With the exception of Atlantic
    Coast Airlines and ExpressJet Airlines (both of whose fleets consist
    of aircraft with less than 61 seats), the carriers that are ranked
    in this table are the same carriers that are ranked in the "Flight
    Delay," "Consumer Complaint," and "Mishandled Baggage" sections of
    this report.

[^3]: ^\*^ U.S. Airlines with at least one percent of total domestic
    scheduled-service passenger revenues *and* operate aircraft with a
    passenger capacity of more than 60 seats. Hawaiian Airlines was
    ranked in this section for the first time with the 4^th^ quarter
    2003. Comair and SkyWest were ranked in this table for the first
    time with the first quarter 2004. With the exception of Atlantic
    Coast Airlines and ExpressJet Airlines (both of whose fleets consist
    of aircraft with less than 61 seats), the carriers that are ranked
    in this table are the same carriers that are ranked in the "Flight
    Delay," "Consumer Complaint," and "Mishandled Baggage" sections of
    this report.

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

    \*\* INCLUDES FIGURES FOR SUB-CATEGORIES.

[^5]: ^\*^

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

    \*\* AIRLINES ARE LISTED INDIVIDUALY IF DOT RECEIVED 5 OR MORE
    COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
    AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
    INCLUDED UNDER 'OTHER U.S. AIRLINES.'

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

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

[^8]: ^\*^