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

# 

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

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

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

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

**Section Page**

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

***Flight Delays***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

**Section Page**

***Mishandled Baggage***

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

**Ranking\--Month** \...\...\...\...\...\..........18

**Ranking\--YTD** \...\...\...\...\...\..........19

***Oversales***

**Explanation** \...\...\...\...\...\..........20

**Ranking\--Quarter** \...\...\...\...\...\..........21

**Ranking\--YTD** \...\...\...\...\...\..........22

***Consumer Complaints***

**Explanation** \...\...\...\...\...\..........23

**Complaint Tables 1-5 (Month)** \...\...\...\.....24

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

**Rankings, Table 6 (Month)** \...\...\...\.....29

**Complaint Tables 1-4 (YTD)** \...\...\...\.....30

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

**Rankings, Table 5 (YTD)** \...\...\...\.....35

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

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

**[INTRODUCTION]{.underline}**

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

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

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

NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA

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

![](media/image5.wmf)

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

This section provides information about airline on-time performance,
flight delays, and cancellations. It is based on data filed by airlines
each month with the Department of Transportation's Bureau of
Transportation Statistics (Office of Airline Information), as described
in 14 CFR Part 234 of DOT\'s regulations. It covers nonstop
scheduled-service flights between points within the United States
(including territories) by the ten U.S. air carriers that have at least
one percent of total domestic scheduled-service passenger revenues.
(Aloha Airlines reported data voluntarily for the period October 2000
through October 2001; TWA ceased operating in December 2001.)

The rule requires carriers to currently report on operations to and from
the 32 U.S. airports that account for at least one percent of the
nation\'s total domestic scheduled-service passenger enplanements (see
Appendix for a complete list of the reportable airports). However, all
reporting airlines have voluntarily provided data for their entire
domestic systems, and that information is included in this report.

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

In fulfilling DOT's data reporting requirements, the reporting air
carriers use automated and/or manual systems for collecting flight data.
Those using an automated system rely on the Aircraft Communication
Addressing and Reporting System (ACARS). Based on the latest information
available to DOT, of the 10 reporting air carriers, 5 (American,
Continental, Northwest, United and US Airways) use ACARS exclusively; 1
(Southwest) relies solely on their pilots, gate agents and/or ground
crews to record arrival times manually; and 4 (Alaska, America West,
American Eagle, and Delta) use a combination of ACARS and manual
reporting systems.

As indicated above, a carrier may voluntarily file data for its entire
domestic system. Tables 2, 3, and 4 are limited to the 31 required or
\"reportable\" airports; Tables 5, 6 and 7 contain data on flights
to/from all airports that were reported. Tables 1 and 8 each have one
column for the 32 \"reportable\" airports and another for all of the
airports reported; see footnote C for additional explanation.

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

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

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

Table 8 displays the number of operations, number of flight
cancellations, and percentage of cancellations by air carrier for the
reportable airports and for the air carriers' domestic system.

This report provides summary information; except for the few flights
listed in Table 5, it does not show the on-time record of individual
flights. A printout showing the performance of each specific flight
reported to DOT is available for inspection in the Reports Reference
Room (room 4201) of the Office of Airline Information at DOT\'s
headquarters in Washington, D.C. The on-time performance for individual
markets and flights can be searched at *http://www.bts.gov/ntda/oai/*.
Computer tapes containing data for all reported flight operations are
available for purchase from the Transportation Systems Center in
Cambridge, Massachusetts. The Department cannot respond to inquiries
about the performance of individual flights.

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

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

DECEMBER 2002

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER\*

AT 32 REPORTABLE AIRPORTS B/ AT ALL REPORTED AIRPORTS C/

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

NUMBER OF PERCENT OF NUMBER OF PERCENT OF

AIRPORTS ARRIVALS AIRPORTS ARRIVALS

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

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

> UNITED S/ 31 82.5 86 82.2
>
> AMERICAN S/ 31 80.5 92 80.9
>
> NORTHWEST S/ 32 80.1 115 79.9
>
> US AIRWAYS S/ 27 78.0 65 78.0
>
> SOUTHWEST S/ 15 78.5 59 78.0
>
> DELTA S/ 32 77.3 110 77.6
>
> CONTINENTAL S/ 30 76.2 82 76.4
>
> AMERICA WEST S/ 28 75.7 55 75.7
>
> ALASKA S/ 14 73.2 42 73.8
>
> AMERICAN EAGLE S/ 18 73.7 99 73.1
>
> TOTAL 78.6 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.

## 

**NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA**

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

DECEMBER 2002

AIR TRAVEL CONSUMER REPORT

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

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

12 MONTHS

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

CARRIER\* 01-03 2002 04-46 2002 07-09 2002 10-12 2002 10 2002 11 2002 12
2002 12 2002 09 1987 - 12 2002

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

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

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

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

AMERICA WEST 86.4 (1) 84.2 (2) 81.7 (8) 79.6 (7) 82.4 (6) 80.6 (8) 75.7
(8) 82.9 (5) 78.6 (5)

AMERICAN 83.2 (4) 82.6 (3) 84.3 (3) 85.3 (2) 87.5 (3) 87.6 (3) 80.9 (2)
83.8 (2) 79.1 (3)

AMERICAN EAGLE 79.8 (7) 78.8 (10) 80.4 (9) 77.4 (10) 79.6 (9) 79.3 (10)
73.1 (10) 79.1 (9) 74.8 (10)

CONTINENTAL 85.1 (2) 85.2 (1) 84.0 (4) 79.4 (8) 78.4 (10) 83.6 (6) 76.4
(7) 83.5 (3) 78.8 (4)

DELTA 77.4 (8) 78.8 (9) 83.0 (5) 80.9 (6) 82.1 (7) 83.0 (7) 77.6 (6)
80.0 (8) 77.6 (7)

NORTHWEST 76.9 (9) 79.6 (7) 82.0 (7) 84.2 (4) 86.4 (4) 86.3 (4) 79.9 (3)
80.8 (7) 79.8 (2)

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

UNITED 82.2 (5) 82.5 (4) 85.0 (2) 86.0 (1) 88.0 (1) 87.9 (2) 82.2 (1)
84.0 (1) 75.7 (9)

US AIRWAYS 81.3 (6) 81.0 (6) 86.6 (1) 85.0 (3) 87.9 (2) 88.7 (1) 78.0
(5) 83.4 (4) 78.5 (6)

Total 81.3 81.3 83.3 82.6 84.2 85.2 78.3 82.1 78.6

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

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

## 

**NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA**

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

DECEMBER 2002

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

ATL BOS BWI CLT CVG DCA DEN DFW

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

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

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

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

> AA 761 70.0 1445 79.7 611 81.7 195 84.1 H/ 979 82.5 738 85.5 12747
> 83.2
>
> AS H/ 31 71.0 H/ H/ H/ 31 87.1 93 73.1 H/
>
> CO 363 66.9 555 78.4 252 83.7 H/ H/ 363 83.5 353 78.5 373 76.4
>
> DL 16156 72.4 1621 84.8 419 76.1 208 69.7 4649 82.2 1012 83.4 578 82.7
> 2588 80.5
>
> HP 142 79.6 146 73.3 149 70.5 H/ H/ 90 66.7 299 74.9 236 81.8
>
> MQ 0 0.0 2048 64.1 277 63.2 92 64.1 281 64.8 777 63.6 H/ 6127 79.8
>
> NW 483 68.7 428 73.1 334 74.3 224 73.2 28 82.1 556 82.2 384 81.8 445
> 79.1
>
> UA 393 74.6 876 85.6 430 83.3 125 76.0 151 84.1 358 84.6 7095 89.9 564
> 84.8
>
> US 498 66.3 1580 83.5 439 77.4 7103 79.6 0 0.0 1839 87.4 310 76.1 288
> 67.7
>
> WN H/ H/ 4121 79.5 H/ H/ H/ H/ H/
>
> TOTAL 18796 72.0 8730 77.7 7032 78.6 7947 79.0 5109 81.3 6005 81.6
> 9850 87.4 23368 81.7
>
> ARRIVAL AIRPORT

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

DTW EWR FLL IAD IAH JFK LAS LAX

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

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

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

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

> AA 603 82.4 949 75.3 684 80.7 476 86.8 559 80.9 1300 77.0 822 87.1
> 2652 81.3
>
> AS H/ 31 93.5 H/ 60 90.0 H/ H/ 356 74.7 582 77.0
>
> CO 282 78.4 4640 74.0 433 71.4 79 77.2 7673 79.7 38 81.6 424 80.4 573
> 73.6
>
> DL 239 81.2 680 77.8 1236 74.8 458 74.9 239 74.5 1064 78.5 642 79.9
> 1077 81.3
>
> HP 146 71.2 175 70.3 57 80.7 66 84.8 149 79.2 227 71.4 2127 73.7 493
> 71.8
>
> MQ 145 60.0 291 58.8 H/ 229 72.1 H/ 1031 66.6 H/ 2195 85.2
>
> NW 8907 80.8 512 68.2 211 65.4 198 74.7 417 73.1 93 62.4 344 79.9 513
> 72.3
>
> UA 329 83.0 650 77.4 93 74.2 1903 85.1 336 78.6 494 89.3 819 84.0 3226
> 84.8
>
> US 233 80.7 317 74.4 394 63.5 140 80.7 257 74.7 H/ 147 72.8 313 62.3
>
> WN 488 76.2 H/ 1060 76.6 H/ 162 72.8 H/ 5094 78.6 3462 79.9
>
> TOTAL 11372 80.3 8245 73.8 4168 74.4 3609 82.4 9792 79.1 4247 75.7
> 10775 78.7 15086 80.8

DECEMBER 2002

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

LGA MCO MDW MIA MSP ORD PDX PHL

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

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

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

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

> AA 2090 73.0 1039 83.3 209 83.3 3255 76.7 714 85.3 8604 78.1 246 79.3
> 806 79.2
>
> AS H/ H/ H/ 31 80.6 H/ 31 71.0 1295 73.2 H/
>
> CO 344 62.8 464 78.2 86 73.3 337 71.5 235 76.6 451 71.2 113 65.5 156
> 80.1
>
> DL 1864 77.4 1590 77.2 124 79.0 307 67.1 322 77.3 523 71.3 336 81.0
> 479 79.3
>
> HP H/ 127 77.2 H/ 67 76.1 165 67.9 227 75.3 180 61.7 149 67.8
>
> MQ 1073 63.7 H/ H/ H/ H/ 5153 71.5 H/ 284 60.2
>
> NW 567 64.7 435 75.2 360 80.3 207 68.1 9645 85.6 633 76.5 179 76.0 461
> 75.1
>
> UA 606 76.6 565 84.6 H/ 434 79.3 533 86.1 10818 81.9 714 83.3 606 75.9
>
> US 1273 81.0 661 66.9 H/ 303 64.4 233 75.5 550 69.1 H/ 5709 76.6
>
> WN H/ 1830 81.6 3733 80.1 H/ H/ H/ 1006 81.3 H/
>
> TOTAL 7817 73.3 6711 78.9 4512 80.1 4941 74.8 11847 84.8 26990 77.9
> 4069 77.4 8650 76.3

ARRIVAL AIRPORT

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

PHX PIT SAN SEA SFO SLC STL TPA

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

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

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

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

> AA 577 84.7 99 85.9 687 81.7 550 85.1 1057 66.8 248 81.5 6665 82.7 661
> 84.1
>
> AS 366 69.4 H/ 314 74.8 3550 73.9 485 59.4 H/ H/ H/
>
> CO 325 69.8 52 65.4 236 67.4 301 77.7 384 54.9 63 82.5 26 69.2 387
> 77.5
>
> DL 368 80.4 207 78.7 455 77.6 492 84.1 568 68.5 3665 85.4 174 77.0
> 1074 78.7
>
> HP 6197 78.7 60 85.0 277 78.0 269 69.1 318 56.3 149 70.5 61 82.0 86
> 81.4
>
> MQ 125 81.6 238 66.4 754 90.6 H/ 147 59.2 H/ H/ H/
>
> NW 388 74.2 140 73.6 217 80.2 428 79.4 325 59.1 105 77.1 305 79.7 334
> 73.7
>
> UA 608 76.2 184 79.9 681 79.0 1061 82.8 4427 72.0 399 83.2 216 80.6
> 299 81.3
>
> US 181 69.1 4549 82.3 150 78.0 151 73.5 250 56.4 H/ 109 84.4 544 66.7
>
> WN 5300 76.9 H/ 2362 76.3 1155 81.7 H/ 1157 77.9 2092 75.8 1751 76.2
>
> TOTAL 14435 77.6 5529 81.2 6133 78.9 7957 77.9 7961 67.6 5786 83.0
> 9648 80.9 5136 77.1
>
> DECEMBER 2002

AIR TRAVEL CONSUMER REPORT

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

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 79.0   81.9  83.9  81.8  96.8 J/   66.7  86.1  79.7  83.7
 90.3  77.9  95.3  87.3  100.0  93.2 J/    90.0

700 - 759 AM 85.7   76.4  88.5  84.2  79.0  84.9  95.4  86.0  85.3  85.0
 89.4  80.6  94.9  76.5  95.2  93.7   75.3   92.8

800 - 859 AM 75.0   77.1  82.7  84.7  78.0  83.5  88.9  87.4  87.3  80.3
 94.7  84.5  83.8  100.0  94.9  90.5   73.9   90.7

900 - 959 AM 68.9   85.6  84.0  72.4  90.8  86.1  91.3  85.6  85.6  84.8
 96.8  84.5  85.9  79.3  92.0  90.1   87.0   86.0

1000 - 1059 AM 76.8   76.5  84.8  96.9  89.3  82.1  88.2  83.4  82.6
 85.1  80.4  87.8  82.1  81.6  77.7  88.2   81.2   85.0

1100 - 1159 AM 79.6   83.2  82.6  82.7  82.2  79.9  92.9  84.4  80.2
 81.9  75.9  87.1  70.6  96.3  78.6  82.6   78.5   83.2

1200 - 1259 PM 76.2   81.9  79.1  89.0  68.8  81.2  87.2  83.5  84.9
 85.7  71.8  84.3  86.8  64.5  82.5  77.3   72.4   78.0

100 - 159 PM 77.5   78.4  83.1  82.0  82.9  87.2  87.8  84.2  86.4  83.7
 77.7  83.6  75.8  84.9  84.8  86.6   78.4   85.8

200 - 259 PM 76.7   81.6  83.1  88.0  84.2  83.3  86.2  79.4  80.6  81.1
 78.8  85.7  79.4  78.0  76.4  77.1   73.3   81.7

300 - 359 PM 72.0   78.4  78.2  81.0  83.7  80.8  85.4  83.2  83.5  76.5
 75.7  85.2  84.6  78.2  76.1  79.0   74.3   84.8

400 - 459 PM 65.5   80.3  81.9  79.8  75.3  78.9  88.2  82.4  78.9  70.1
 70.0  82.5  76.8  77.6  78.5  79.9   73.1  77.5

500 - 559 PM 69.9   74.8  73.9  78.8  84.4  82.5  85.8  80.8  78.8  72.3
 79.9  83.1  79.5  75.2  70.8  76.0   69.8   78.6

600 - 659 PM 67.1   70.4  75.8  74.6  81.8  83.3  85.3  78.5  70.6  59.4
 68.5  83.7  73.4  73.4  74.7  74.0   66.6   69.7

700 - 759 PM 65.2   71.1  72.7  74.1  75.2  79.3  85.3  76.7  78.8  59.6
 70.0  79.5  73.2  67.0  77.7  79.0   66.3   75.5

800 - 859 PM 65.0   71.3  72.0  75.4  75.3  80.8  83.8  74.1  74.1  64.5
 73.1  77.6  74.8  66.9  72.5  73.3   64.3   74.6

900 - 959 PM 64.5   79.2  73.9  71.8  79.8  79.9  82.2  75.5  78.7  73.3
 67.7  83.9  71.5  78.1  71.5  79.8   68.0   70.4

1000 - 1059 PM 67.1   78.5  76.4  72.4  69.7  73.9  85.7  73.4  71.9
 67.3  67.7  73.8  79.8  74.6  70.6  71.2   71.6   71.4

1100 - 559 AM 82.4   78.6  78.7  83.1  74.4  80.6  80.1  86.2  83.1
 78.1  64.5  84.2  75.0  74.5  76.0  83.5   76.1   76.0

TOTAL, ALL ARRIVALS,

BY AIRPORT 72.0  77.7 78.6  79.0  81.3 81.6  87.4 81.7 80.3  73.8  74.4
82.4 79.1  75.7  78.7  80.8  73.3  78.9

ARRIVAL AIRPORT

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

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

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

600 - 659 AM   100.0 79.6  93.9  85.6 J/  91.4 J/  83.7  96.2 82.4  96.0
J/ 92.7 88.9  88.0

700 - 759 AM   89.2 J/   85.4  85.7 93.5 86.2 90.4 83.5  91.8 93.5  81.0
 84.6 92.7 85.9  86.1

800 - 859 AM   87.2 93.8  87.3  84.5 89.3 75.8 91.1 81.4  92.0 89.0
 84.9  82.6 83.9 89.2  84.4

900 - 959 AM 88.4 77.1  87.0  81.7 95.4 71.5 86.9 85.4  85.0 91.6  70.5
 91.2 82.5 85.1  83.8

1000 - 1059 AM   88.3 82.0  85.1  80.5 87.1 77.6 70.4 85.4  86.9 92.5 
71.9  87.7 76.4 86.1  82.0

1100 - 1159 AM 86.6 79.0  88.2  78.7 83.7 80.1 82.4 81.6  84.3 85.6 
59.8  87.0 81.9 80.9  81.4

1200 - 1259 PM 84.6 72.6  88.2  80.1 78.0 81.7 84.6  86.0  78.8 83.3 
57.6  82.3 84.7 82.9  81.0

100 - 159 PM 84.3 70.1  87.0  76.1 78.8 79.6 75.8  80.7  80.0 79.4  67.4
 81.1 83.9 84.9  81.0

200 - 259 PM 78.5 78.1  87.4  77.9 75.4 81.6 79.2  87.3  77.6 78.8  63.0
 85.7 81.4 82.8  79.7

300 - 359 PM 77.3 77.0  85.2  75.3 79.1 81.6 79.1  84.3  79.8 80.1  60.3
 80.8 82.7 78.8  79.2

400 - 459 PM 78.0 76.4  80.9  76.1 78.5 77.7 75.8  80.3  74.1 72.5  65.3
 77.8 74.4 77.0  77.1

500 - 559 PM 81.0 64.0  83.0  73.8 64.3 71.6 77.4  83.3  77.1 70.6  63.8
 84.9 78.4 74.9  76.2

600 - 659 PM   72.6 72.4  84.0  72.1 79.2 69.7 71.7  74.8  70.3 74.5 
71.0  80.6 77.9 70.0  73.7

700 - 759 PM 66.9 76.3  81.6  73.6 70.7 69.3 72.8  77.9  74.2 68.3 
64.8  85.6 79.8 73.1  74.1

800 - 859 PM 69.5 70.9  75.5  73.8 73.9 73.7 77.1  72.4  72.5 71.9  70.5
 80.3 77.3 70.9  72.9

900 - 959 PM 77.9 74.6  85.8  72.8 68.2 71.8 72.2  79.0  72.0 72.8  67.2
 78.3 76.1 71.9  74.5

1000 - 1059 PM  79.2 76.6  84.7  83.5 69.5 73.9 70.3  71.2  78.7 70.9 
59.9  79.3 79.1 66.1  72.7

1100 - 559 AM 71.5 66.4 84.0  89.7 74.7 74.6 73.1  76.6  80.9 75.5  80.4
 54.0 81.9 70.7  78.5

TOTAL, ALL ARRIVALS,

BY AIRPORT 80.1 74.8  84.8 77.9   77.4 76.3 77.6  81.2  78.9  77.9  67.6
 83.0 80.9 77.1  78.6

DECEMBER 2002

AIR TRAVEL CONSUMER REPORT

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

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

DEPARTURE AIRPORT

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

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

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

600 - 659 AM  91.4  89.2  88.4  90.8  100.0  87.9  97.3  89.7  82.9
 89.9  93.6  87.9  96.2  81.3  95.8  91.4  89.0   92.4

700 - 759 AM  90.1  81.3  85.6  88.5  93.1  87.6  96.0  88.7  85.3  92.2
 96.6  83.6  94.7  84.1  93.7  93.3  87.5   95.4

800 - 859 AM  87.1  79.9  81.6  81.8  88.1  89.7  93.4  87.8  85.7  91.4
 91.8  86.7  91.8  89.0  91.4  91.9  86.7   92.0

900 - 959 AM  78.6  75.9  78.4  93.5  83.3  86.4  93.1  86.2  84.7  85.6
 94.8  85.8  91.5  86.7  91.4  89.4  85.9   91.5

1000 - 1059 AM  84.0  83.0  79.7  75.0  86.1  87.1  90.6  86.6  80.2
 82.1  88.0  82.1  90.4  85.7  80.9  84.3  87.2   90.6

1100 - 1159 AM  79.7  79.9  78.1  93.9  87.1  85.4  89.0  85.9  79.7
 82.2  83.4  83.3  89.3  82.9  80.9  83.2  83.6   85.0

1200 - 1259 PM  81.9  78.6  72.9  81.2  85.6  83.7  90.8  82.2  76.8
 82.3  79.8  86.5  87.8  82.6  73.2  82.5  80.9   84.1

100 - 159 PM  82.9  83.8  78.2  75.0  74.5  85.6  86.6  80.5  77.3  82.5
 76.7  76.7  87.4  71.9  79.4  80.3  79.3   86.5

200 - 259 PM  80.1  78.2  75.1  81.3  82.2  87.7  84.3  80.0  80.5  82.4
 73.5  80.9  80.1  75.4  79.2  81.7  80.2   85.5

300 - 359 PM  79.6  74.9  68.8  75.0  83.6  85.4  87.5  82.5  75.8  82.0
 79.0  84.8  80.9  79.9  71.3  78.0  74.6   81.6

400 - 459 PM  74.1  75.5  68.5  80.0  83.0  78.8  84.9  79.1  76.8  76.8
 74.7  75.9  85.7  82.1  71.9  79.1  76.3   78.7

500 - 559 PM  72.5  74.6  67.6  74.4  75.0  81.2  87.7  79.7  80.0  73.0
 71.6  85.5  78.4  69.4  67.8  77.7  72.1   81.0

600 - 659 PM  70.0  70.2  66.9  80.0  76.4  85.9  86.3  79.0  68.1  74.1
 76.4  83.0  83.3  75.8  73.3  78.2  71.2   81.0

700 - 759 PM  67.1  70.5  65.3  71.9  85.7  82.4  85.5  78.7  75.5  63.2
 65.9  75.6  78.2  68.3  67.1  76.3  70.7   79.5

800 - 859 PM  69.1  69.2  64.8  70.8  79.1  83.2  86.3  78.9  68.8  70.1
 74.8  75.0  77.3  75.3  71.7  72.5  72.0   72.6

900 - 959 PM  68.4  77.9  56.9  77.3  81.7  83.2  88.5  78.8  78.9  J/ 
 87.5  84.2  83.1  70.1  65.2  78.9  71.8   78.3

1000 - 1059 PM  65.2  71.4  53.4  70.7  74.2  J/   J/   81.1  74.1  J/ 
 J/   J/   87.7  76.9  76.8  87.3  56.7  100.0

1100 - 559 AM 55.6  86.5  76.7  J/   J/   J/   96.8  97.7  92.0  94.2
 98.1  94.4  J/   J/   80.8  88.8  96.7  96.8

TOTAL, ALL DEPARTURES,

BY AIRPORT  77.2 78.0  74.1  78.4  83.8  85.1  89.2  82.6  78.6  81.7
 81.6 84.0  85.3  78.1  79.2  83.9 80.1 85.5

DEPARTURE AIRPORT

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

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

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

600 - 659 AM  93.8  93.9  94.0  92.3  91.3  84.9  92.7  91.7  94.2  93.6
 92.7  98.3  92.0  94.5  91.3

700 - 759 AM  91.0  91.7  89.1  90.1  88.4  82.6  95.9  86.2  93.8  89.1
 92.7  95.5  94.0  93.9  90.3

800 - 859 AM  83.2  87.0  89.8  89.4  89.7  80.8  89.8  87.4  90.8  89.6
 91.6  92.1  90.6  91.3  88.2

900 - 959 AM  80.2  94.8  87.5  87.0  84.9  71.0  80.0  77.1  89.5  84.9
 84.6  90.8  89.6  87.8  85.2

1000 - 1059 AM  83.9  85.4  84.5  84.7  91.2  67.6  84.0  88.7  85.3
 89.1  73.2  89.3  87.7  92.3  84.5

1100 - 1159 AM  81.3  84.6  85.6  83.4  79.5  72.8  72.3  81.9  77.0
 86.1  70.8  87.8  80.8  86.1  82.3

1200 - 1259 PM  73.1  85.1  84.5  80.2  75.0  84.0  77.9  83.8  82.0
 77.7  67.3  85.8  87.4  78.5  80.8

100 - 159 PM  74.3  84.6  88.1  80.6  71.0  77.6  78.4  83.2  77.1  79.7
 66.4  79.2  84.9  86.1  80.9

200 - 259 PM  57.6  67.9  83.4  75.9  80.0  72.7  72.9  79.7  73.0  74.6
 75.7  86.3  78.7  81.0  78.8

300 - 359 PM  63.6  82.4  82.5  75.4  76.2  73.3  70.7  83.5  75.9  74.9
 62.6  84.4  81.7  75.4  78.0

400 - 459 PM  61.9  80.0  82.5  75.3  84.3  75.5  68.1  75.1  77.2  74.6
 71.3  83.1  77.9  76.3  76.7

500 - 559 PM  67.5  76.1  85.1  72.8  68.7  67.3  70.8  81.2  73.2  69.2
 64.4  74.3  71.6  78.6  75.5

600 - 659 PM  62.3  82.7  82.0  73.8  80.9  66.2  70.9  80.6  72.7  65.3
 73.2  81.8  82.2  70.2  76.0

700 - 759 PM  56.3  84.5  86.6  74.0  69.1  59.8  64.2  72.8  66.0  62.0
 66.2  83.1  81.9  75.8  74.2

800 - 859 PM  57.9  77.0  83.8  74.9  59.0  66.3  69.5  77.4  70.2  67.9
 58.9  83.0  74.1  75.8  73.2

900 - 959 PM  64.4 J/   85.1  75.4  60.5  75.6  69.7 J/   78.1  73.1
 58.2  76.0  82.9  78.0  75.9

1000 - 1059 PM J/  J/   91.2  83.9  77.3  80.8  80.5  83.1  85.7  80.0
 82.5  87.5  74.2  56.0  80.5

1100 - 559 AM J/  J/   92.3  100.0  94.4  83.3  91.9  92.3  96.8  91.3
 92.1  93.5 J/   90.3  87.5

TOTAL, ALL DEPARTURES,

BY AIRPORT 72.6 84.9  85.8  80.0  80.1  73.6  76.9  81.4  81.5  81.0
76.8 86.6  84.1  83.3  81.0

DECEMBER 2002

> AIR TRAVEL CONSUMER REPORT
>
> TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF
> THE TIME OR MORE
>
> NUMBER OF PERCENTAGE OF FLIGHT
>
> FLIGHT ORIGIN-DESTIN. SCHEDULED OPERATIONS OPERATIONS ARRIVING NO. OF
> MIN. LATE
>
> CARRIER NUMBER AIRPORTS DEPARTURE TIME REPORTED 15 MINUTES LATE OR
> MORE D/ AVERAGE MEDIAN
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> CO 522  IAH-SFO 1428   17   82.35   44   36
>
> DECEMBER 2002
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 6. NUMBER AND PERCENTAGE OF REGULARLY SCHEDULED FLIGHTS I/
>
> ARRIVING LATE 70% OF THE TIME OR MORE
>
> NUMBER OF REGULARLY SCHEDULED FLIGHTS
>
> REGULARLY SCHEDULED FLIGHTS LATE 70% OF THE TIME OR MORE D/
>
> FOR WHICH
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> CARRIER CARRIER REPORTED DATA NUMBER PERCENTAGE
>
> \-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-- \-\-\-\-\-\-\-\-\--
>
> ALASKA 430   1 0.2
>
> CONTINENTAL   870   2 0.2
>
> SOUTHWEST   2786   3 0.1
>
> AMERICAN EAGLE   1249   1   0.1
>
> AMERICAN   2244 0  0.0
>
> DELTA   1993   0   0.0
>
> UNITED   1569   0 0.0
>
> NORTHWEST   1345   0 0.0
>
> US AIRWAYS   1240   0 0.0
>
> AMERICA WEST   540   0 0.0
>
> TOTAL   14266   7    0.0
>
> DECEMBER 2002
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT
>
> PERCENT REPORTED PERCENT REPORTED
>
> ON-TIME OPERATIONS ON-TIME OPERATIONS
>
> CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> ABILENE TX (ABI) 81.5 86.2 205 203 EUGENE OR (EUG) 64.5 71.0 93 93
>
> AGUADILLA P.R. (BQN) 57.7 100.0 26 26 EVANSVILLE IN. (EVV) 74.3 80.0
> 140 140
>
> ALBANY N.Y. (ALB) 74.0 80.5 1,168 1,167 FAIRBANKS AK (FAI) 78.0 85.4
> 391 391
>
> ALBUQUERQUE N.M (ABQ) 80.5 81.4 2,876 2,874 FARGO N.D. (FAR) 79.4 92.1
> 228 229
>
> ALLENTOWN PA (ABE) 79.3 90.1 121 121 FAYETTEVILLE ARKANSAS REG (XNA)
> 73.6 77.1 364 363
>
> AMARILLO TX (AMA) 72.2 77.4 550 549 FLINT MI. (FNT) 72.1 84.8 111 112
>
> ANCHORAGE AK (ANC) 77.8 82.5 1,497 1,500 FRESNO CA (FAT) 77.2 81.4 294
> 291
>
> ATLANTA GA (ATL) 72.1 77.2 18,831 18,796 FT. LAUDERDALE FL. (FLL) 74.4
> 81.6 4,171 4,168
>
> AUSTIN TX (AUS) 80.2 84.6 3,184 3,185 FT. MYERS FL. (RSW) 74.8 87.1
> 1,197 1,201
>
> BALTIMORE MD (BWI) 78.6 74.2 7,029 7,032 FT. SMITH AR (FSM) 86.8 93.2
> 235 236
>
> BANGOR ME (BGR) 65.9 74.1 223 224 FT. WAYNE IN (FWA) 68.4 79.4 209 209
>
> BARROW AK (BRW) 81.4 74.6 59 59 GRAND FORKS N.D. (GFK) 82.6 90.8 86 87
>
> BATON ROUGE LA. (BTR) 78.8 82.4 255 255 GRAND RAPIDS MI. (GRR) 73.2
> 81.1 768 768
>
> BETHEL AK. (BET) 71.9 69.3 114 114 GREAT FALLS MT. (GTF) 83.4 89.9 157
> 158
>
> BILLINGS MT. (BIL) 82.5 91.7 251 252 GREEN BAY WI (GRB) 72.8 86.2 375
> 377
>
> BIRMINGHAM AL (BHM) 81.3 83.8 1,428 1,428 GREENSBORO/HIGH PT. N.C.
> (GSO) 73.3 81.6 705 706
>
> BISMARCK N.D. (BIS) 82.1 91.1 123 123 GREENVILLE/SPARTBG. S.C. (GSP)
> 74.2 82.3 403 402
>
> BOISE ID (BOI) 77.9 84.3 927 926 GULFPORT/BILOXI MS. (GPT) 84.3 95.0
> 102 101
>
> BOSTON MA (BOS) 77.7 78.0 8,731 8,730 GUNNISON CO (GUC) 75.0 87.5 24
> 24
>
> BOZEMAN MT. (BZN) 85.3 94.7 150 151 HARLINGEN TX (HRL) 70.5 72.5 342
> 342
>
> BUFFALO N.Y (BUF) 75.4 80.6 1,200 1,204 HARRISBURG PA (MDT) 77.0 84.5
> 470 470
>
> BURBANK CA (BUR) 74.2 73.8 2,169 2,170 HARTFORD CT./SPGFLD MA. (BDL)
> 77.4 79.9 2,673 2,674
>
> BURLINGTON VT (BTV) 83.1 85.3 278 278 HELENA MT. (HLN) 82.4 87.0 91 92
>
> CEDAR RAPIDS/IOWA CTY IA. (CID) 78.4 83.8 384 383 HONOLULU OAHU HI
> (HNL) 60.9 90.0 951 951
>
> CHAMPAIGN (CMI) 66.9 75.9 142 141 HOUSTON TX (IAH) 79.1 85.3 9,781
> 9,792
>
> CHARLESTON S.C (CHS) 84.0 86.7 344 345 HOUSTON TX (HOU) 77.0 70.0
> 4,540 4,543
>
> CHARLOTTE N.C. (CLT) 79.0 78.4 7,940 7,947 HUNTSVILLE/DECATUR AL.
> (HSV) 78.7 84.5 287 290
>
> CHATTANOOGA TN. (CHA) 65.5 84.5 58 58 INDIANAPOLIS IN. (IND) 79.7 83.9
> 2,634 2,634
>
> CHICAGO IL (ORD) 77.9 80.0 26,986 26,990 INDIO/PALM SPRINGS CA (PSP)
> 79.8 84.7 609 606
>
> CHICAGO IL. (MDW) 80.1 72.6 4,512 4,512 ISLIP/LONG IS. N.Y. (ISP) 80.0
> 78.8 915 916
>
> CINCINNATI OH (CVG) 81.3 83.8 5,111 5,109 JACKSON WY. (JAC) 77.5 79.9
> 151 154
>
> CLEVELAND OH (CLE) 78.2 84.1 3,695 3,694 JACKSON/VICKSBURG MS. (JAN)
> 79.5 84.0 649 650
>
> COLLEGE STATION TX (CLL) 85.2 94.0 149 149 JACKSONVILLE FL. (JAX) 77.4
> 79.8 1,883 1,885
>
> COLORADO SPRINGS CO. (COS) 85.5 88.9 627 630 JUNEAU AK. (JNU) 62.8
> 57.6 304 304
>
> COLUMBIA S.C (CAE) 89.8 78.7 88 89 KAHULUI (OGG) 64.6 87.4 333 333
>
> COLUMBUS OH (CMH) 77.6 83.8 2,629 2,631 KALAMAZOO MI. (AZO) 73.0 80.5
> 174 174
>
> CORDOVA AK (CDV) 68.3 75.0 60 60 KALISPELL MT (FCA) 79.8 91.1 124 124
>
> CORPUS CHRISTI TX. (CRP) 71.1 76.3 343 342 KANSAS CITY MO (MCI) 82.1
> 85.0 4,759 4,754
>
> DALLAS/FT. WORTH TX. (DFW) 81.7 82.6 23,369 23,368 KETCHIKAN AK (KTN)
> 73.0 77.7 185 184
>
> DALLAS/FT. WORTH TX. (DAL) 74.5 71.0 3,534 3,540 KILLEEN TX. (ILE)
> 85.5 91.8 269 268
>
> DAYTON OH (DAY) 77.5 79.6 510 511 KING SALMON AK. (AKN) 100.0 84.6 13
> 13
>
> DAYTONA BEACH FL (DAB) 77.3 82.6 154 155 KNOXVILLE TN. (TYS) 69.7 77.3
> 294 295
>
> DEADHORSE AK. (SCC) 76.7 80.0 30 30 KODIAK AK (ADQ) 78.3 80.0 60 60
>
> DENVER CO (DEN) 87.3 89.2 9,824 9,850 KONA HAWAII. HI. (KOA) 65.2 92.4
> 158 158
>
> DES MOINES IA (DSM) 83.3 87.0 617 616 KOTZEBUE AK. (OTZ) 70.5 62.5 88
> 88
>
> DETROIT MI. (DTW) 80.4 78.6 11,390 11,372 LA CROSSE WI. (LSE) 76.0
> 83.2 183 184
>
> DILLINGHAM AK. (DLG) 84.6 76.9 13 13 LAFAYETTE LA. (LFT) 90.0 80.0 10
> 10
>
> DUBUQUE IA. (DBQ) 70.5 79.3 88 87 LANSING MI. (LAN) 68.1 90.1 232 232
>
> DULUTH MN (DLH) 81.8 90.8 110 109 LAREDO TX. (LRD) 74.8 78.6 131 131
>
> DUTCH HARBOR AK. (DUT) 77.8 61.1 54 54 LAS VEGAS NV. (LAS) 78.7 79.2
> 10,768 10,775
>
> EAGLE CO. (EGE) 79.3 88.8 150 152 LAWTON OK. (LAW) 87.2 93.3 180 180
>
> EL PASO TX (ELP) 78.0 79.9 1,694 1,693 LEXINGTON/FRKFT KY. (LEX) 82.9
> 85.6 117 118
>
> DECEMBER 2002
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT
>
> PERCENT REPORTED PERCENT REPORTED
>
> ON-TIME OPERATIONS ON-TIME OPERATIONS
>
> CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> LIHUE KAUAI HI. (LIH) 58.8 94.1 102 102 ROCHESTER N.Y (ROC) 78.3 83.9
> 691 691
>
> LITTLE ROCK AR. (LIT) 76.3 80.6 1,131 1,128 SACRAMENTO CA (SMF) 79.1
> 78.9 3,230 3,230
>
> LONG BEACH CA. (LGB) 78.1 83.1 265 266 SAGINAW MI. (MBS) 78.0 88.9 118
> 117
>
> LONGVIEW TX. (GGG) 89.7 95.7 117 117 SALT LAKE CITY UT (SLC) 83.0 86.6
> 5,792 5,786
>
> LOS ANGELES CA. (LAX) 80.8 83.9 15,088 15,086 SAN ANGELO TX. (SJT)
> 80.4 93.3 179 179
>
> LOUISVILLE KY (SDF) 78.8 82.3 1,301 1,305 SAN ANTONIO TX. (SAT) 79.4
> 83.5 3,120 3,121
>
> LUBBOCK TX. (LBB) 72.5 79.6 658 658 SAN DIEGO CA (SAN) 78.9 81.5 6,131
> 6,133
>
> MADISON WI. (MSN) 73.7 84.6 479 479 SAN FRANCISCO CA (SFO) 67.7 76.7
> 7,991 7,961
>
> MANCHESTER N.H. (MHT) 74.9 74.7 1,301 1,300 SAN FRANCISCO CA. (OAK)
> 73.1 71.8 5,227 5,228
>
> MARQUETTE MI (MQT) 53.8 84.6 26 26 SAN JOSE CA. (SJC) 77.9 78.6 4,916
> 4,913
>
> MEDFORD OR (MFR) 55.6 61.1 90 90 SAN JUAN P.R (SJU) 77.2 88.1 2,002
> 2,000
>
> MELBOURNE FL (MLB) 77.4 86.0 93 93 SAN LUIS OBISPO CA. (SBP) 79.8 91.7
> 183 181
>
> MEMPHIS TN (MEM) 83.0 82.6 4,214 4,208 SANTA BARBARA CA. (SBA) 89.6
> 92.0 289 286
>
> MIAMI FL (MIA) 74.8 84.9 4,939 4,941 SARASOTA/BRAD. FL (SRQ) 72.6 84.4
> 274 276
>
> MIDLAND/ODESSA TX (MAF) 75.6 83.7 577 575 SAVANNAH GA. (SAV) 82.0 84.8
> 328 329
>
> MILWAUKEE WI (MKE) 76.0 87.0 1,251 1,251 SCRANTON/WILKES-BARRE PA.
> (AVP) 85.6 92.2 90 90
>
> MINNEAPLS/ST.P MN (MSP) 84.8 85.8 11,859 11,847 SEATTLE WA (SEA) 77.9
> 81.0 7,959 7,957
>
> MINOT N.D (MOT) 83.9 87.1 93 93 SHREVEPORT LA (SHV) 81.1 91.8 380 380
>
> MISSION/MCALLEN TX. (MFE) 81.8 91.7 264 264 SIOUX FALLS S.D. (FSD)
> 86.3 94.0 168 167
>
> MISSOULA MT (MSO) 81.2 88.6 165 166 SITKA AK. (SIT) 63.0 71.0 92 93
>
> MOBILE AL./PASCAGOULA MS. (MOB) 82.6 78.7 167 169 SOUTH BEND IN (SBN)
> 75.0 75.0 4 4
>
> MONTEREY CA. (MRY) 88.1 88.1 168 168 SPOKANE WA (GEG) 79.7 84.5 995
> 995
>
> MONTROSE CO (MTJ) 77.5 87.5 40 40 SPRINGFIELD MO (SGF) 85.1 81.7 242
> 240
>
> MYRTLE BEACH S.C (MYR) 77.3 89.3 150 150 ST. CROIX V.I (STX) 85.5 85.5
> 62 62
>
> NASHVILLE TN. (BNA) 82.2 81.6 3,988 3,991 ST. LOUIS MO (STL) 80.9 84.1
> 9,656 9,648
>
> NEW ORLEANS LA (MSY) 79.4 84.1 4,067 4,062 ST. THOMAS V.I. (STT) 78.1
> 84.1 315 315
>
> NEW YORK N.Y (JFK) 75.7 78.1 4,242 4,247 STEAMBOAT SPRINGS CO. (HDN)
> 81.4 88.3 102 103
>
> NEW YORK N.Y. (LGA) 73.3 80.1 7,808 7,817 SYRACUSE N.Y (SYR) 75.3 80.8
> 713 714
>
> NEWARK N.J. (EWR) 73.9 81.7 8,250 8,245 TALLAHASSEE FL (TLH) 80.3 78.9
> 142 142
>
> NEWBURGH N.Y. (SWF) 77.1 80.6 144 144 TAMPA FL (TPA) 77.1 83.3 5,133
> 5,136
>
> NOME AK. (OME) 80.7 78.4 88 88 TEXARKANA AR (TXK) 89.0 92.3 91 91
>
> NORFOLK/VA. BEACH VA (ORF) 76.2 82.9 1,366 1,367 TOLEDO OH. (TOL) 74.3
> 81.8 148 148
>
> OKLAHOMA CITY OK (OKC) 77.4 82.6 1,667 1,668 TRAVERSE CITY MI. (TVC)
> 62.1 83.1 66 65
>
> OMAHA NE (OMA) 83.5 89.2 1,489 1,488 TUCSON AZ. (TUS) 79.4 86.9 1,298
> 1,295
>
> ONTARIO CA (ONT) 78.4 82.1 2,715 2,716 TULSA OK. (TUL) 77.0 81.7 1,628
> 1,628
>
> ORANGE COUNTY CA. (SNA) 81.1 83.0 3,622 3,628 TYLER TX. (TYR) 89.5
> 95.3 237 235
>
> ORLANDO FL (MCO) 78.9 85.5 6,720 6,711 VALPARAISO FL. (VPS) 77.7 82.0
> 188 189
>
> PASCO WA. (PSC) 87.7 91.2 57 57 WACO TX. (ACT) 90.9 94.2 208 208
>
> PENSACOLA FL (PNS) 76.7 87.6 313 315 WASHINGTON D.C (IAD) 82.4 84.0
> 3,608 3,609
>
> PEORIA IL. (PIA) 75.2 86.3 117 117 WASHINGTON DC (DCA) 81.6 85.1 6,005
> 6,005
>
> PETERSBURG AK (PSG) 61.7 61.7 60 60 WEST PALM BEACH FL. (PBI) 71.4
> 81.7 1,962 1,963
>
> PHILADELPHIA PA (PHL) 76.1 73.7 8,605 8,650 WHITE PLAINS N.Y (HPN)
> 64.3 66.5 378 376
>
> PHOENIX AZ (PHX) 77.5 76.9 14,425 14,435 WICHITA FALLS TX. (SPS) 89.9
> 95.0 179 179
>
> PITTSBURGH PA (PIT) 81.3 81.3 5,559 5,529 WICHITA KS. (ICT) 82.3 83.3
> 424 426
>
> PORTLAND ME (PWM) 72.5 73.9 505 505 WILMINGTON N.C (ILM) 81.5 88.7 124
> 124
>
> PORTLAND OR (PDX) 77.4 80.1 4,065 4,069 WRANGELL AK. (WRG) 70.0 73.3
> 60 60
>
> PROVIDENCE R.I. (PVD) 81.8 80.0 2,235 2,234 YAKUTAT AK. (YAK) 70.0
> 73.3 60 60
>
> RALEIGH/DURHAM N.C. (RDU) 74.1 78.0 3,646 3,645
>
> RAPID CITY S.D (RAP) 80.8 95.9 73 73
>
> RENO NV. (RNO) 77.0 77.6 1,964 1,966
>
> RICHMOND VA (RIC) 77.1 81.3 1,012 1,013
>
> ROCHESTER MN. (RST) 85.5 89.8 186 187

DECEMBER 2002

AIR TRAVEL CONSUMER REPORT

TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS

BY CARRIER

AT 32 REPORTABLE AIRPORTS B/ AT ALL REPORTED AIRPORTS C/

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

NUMBER OF FLIGHT FLIGHT PERCENT OF NUMBER OF FLIGHT FLIGHT PERCENT OF

AIRPORTS OPERATIONS OPERATIONS OPERATIONS AIRPORTS OPERATIONS OPERATIONS
OPERATIONS

CARRIER A/ REPORTED SCHEDULED CANCELLED CANCELLED REPORTED SCHEDULED
CANCELLED CANCELLED

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

AMERICAN EAGLE 18 21,234 916 4.3 99 35,979 1,509 4.2

ALASKA 14 7,257 108 1.5 42 12,745 286 2.2

US AIRWAYS 27 28,522 632 2.2 65 36,580 810 2.2

DELTA 32 45,442 915 2.0 110 58,991 1,174 2.0

AMERICAN 31 53,045 831 1.6 91 68,460 1,025 1.5

NORTHWEST 32 28,827 450 1.6 115 42,773 622 1.5

SOUTHWEST 15 34,768 470 1.4 59 80,540 1,154 1.4

AMERICA WEST 28 12,830 131 1.0 55 16,139 166 1.0

CONTINENTAL 30 20,355 191 0.9 82 26,443 232 0.9

UNITED 31 39,998 329 0.8 86 48,475 378 0.8

TOTAL 292,278 4,973 1.7 427,125 7,356 1.7

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

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

**B** See Appendix for list of 32 airports for which data must be
reported. Data include all reported domestic flight operations to the 32
reportable airports (e.g., Albany to Atlanta, Toledo to Boston).

> **C** All domestic airports for which carriers reported data. Data
> include all reported domestic flight operations to the 32 reportable
> airports and from those airports to other destinations (e.g., Albany
> to Atlanta, and Atlanta to Albany). In addition, for carriers that
> reported data for their entire domestic systems, the data also include
> all reported domestic flight operations between non-required airports
> (e.g., Albany to Toledo).

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

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

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

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

**H** Carrier did not serve airport.

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

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

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

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

**V** Carrier reported data voluntarily.

**[APPENDIX]{.underline}**

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

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

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

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***DECEMBER***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             | *   |       |       |   | **   |        |       |
|   |             | *DE |       |       |   | DECE |        |       |
|   |             | CEM |       |       |   | MBER |        |       |
|   |             | BER |       |       |   | 20   |        |       |
|   |             | 200 |       |       |   | 01** |        |       |
|   |             | 2** |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| # | ####        | *   | **ENP | *     |   | **T  | **EN   | *     |
| # | ### AIRLINE | *TO | LANED | *REPO |   | OTAL | PLANED | *REPO |
| # |             | TAL | PA    | RTS** |   | BAG  | PASSEN | RTS** |
| # |             | B   | SSENG |       |   | GAGE | GERS** |       |
| # |             | AGG | ERS** | **PER |   | R    |        | **PER |
| # |             | AGE |       | 1,000 |   | EPOR |        | 1,000 |
| # |             | REP |       | PA    |   | TS** |        | PA    |
|   |             | ORT |       | SSENG |   |      |        | SSENG |
| R |             | S** |       | ERS** |   |      |        | ERS** |
| A |             |     |       |       |   |      |        |       |
| N |             |     |       |       |   |      |        |       |
| K |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | ALASKA      | 2,  | 1,08  | **2   |   | 3    | 9      | **3   |
|   | AIRLINES    | 878 | 1,609 | .66** |   | ,114 | 15,614 | .40** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 2 | US AIRWAYS  | 9,  | 3,27  | **2   |   | 10   | 3,5    | **3   |
|   |             | 535 | 4,369 | .91** |   | ,886 | 54,993 | .06** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 3 | DELTA AIR   | 30, | 7,42  | **4   |   | 28   | 6,5    | **4   |
|   | LINES       | 953 | 2,839 | .17** |   | ,535 | 50,444 | .36** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 4 | SOUTHWEST   | 27, | 6,27  | **4   |   | 28   | 5,7    | **4   |
|   | AIRLINES    | 199 | 5,542 | .33** |   | ,514 | 66,560 | .94** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 5 | CONTINENTAL | 13, | 2,83  | **4   |   | 12   | 2,7    | **4   |
|   | AIRLINES    | 912 | 4,491 | .91** |   | ,480 | 93,501 | .47** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 6 | NORTHWEST   | 19, | 3,87  | **5   |   | 19   | 3,4    | **5   |
|   | AIRLINES    | 927 | 4,013 | .14** |   | ,823 | 55,941 | .74** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 7 | AMERICA     | 8,  | 1,63  | **5   |   | 5    | 1,3    | **4   |
|   | WEST        | 416 | 4,882 | .15** |   | ,760 | 73,350 | .19** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 8 | AMERICAN    | 37, | 6,75  | **5   |   | 26   | 4,9    | **5   |
|   | AIRLINES    | 662 | 9,911 | .57** |   | ,359 | 32,231 | .34** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 9 | UNITED      | 32, | 5,41  | **5   |   | 25   | 4,5    | **5   |
|   | AIRLINES    | 059 | 1,308 | .92** |   | ,223 | 48,013 | .55** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | AMERICAN    | 11, | 98    | **11  |   | 11   | 8      | **13  |
| 0 | EAGLE       | 675 | 1,918 | .89** |   | ,510 | 50,038 | .54** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   | TOTALS \*\* | 1   | 39,55 | **4   |   | 172  | 34,7   | **4   |
|   |             | 94, | 0,882 | .91** |   | ,204 | 40,685 | .96** |
|   |             | 216 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+

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.

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY TO DECEMBER***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             | **  |       |       |   | **J  |        |       |
|   |             | JAN |       |       |   | ANUA |        |       |
|   |             | UAR |       |       |   | RY - |        |       |
|   |             | Y - |       |       |   | DECE |        |       |
|   |             | DE  |       |       |   | MBER |        |       |
|   |             | CEM |       |       |   | 20   |        |       |
|   |             | BER |       |       |   | 01** |        |       |
|   |             | 200 |       |       |   |      |        |       |
|   |             | 2** |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| # | ####        | *   | **ENP | *     |   | **T  | **EN   | *     |
| # | ### AIRLINE | *TO | LANED | *REPO |   | OTAL | PLANED | *REPO |
| # |             | TAL | PA    | RTS** |   | BAG  | PASSEN | RTS** |
| # |             | B   | SSENG |       |   | GAGE | GERS** |       |
| # |             | AGG | ERS** | **PER |   | R    |        | **PER |
| # |             | AGE |       | 1,000 |   | EPOR |        | 1,000 |
| # |             | REP |       | PA    |   | TS** |        | PA    |
|   |             | ORT |       | SSENG |   |      |        | SSENG |
| R |             | S** |       | ERS** |   |      |        | ERS** |
| A |             |     |       |       |   |      |        |       |
| N |             |     |       |       |   |      |        |       |
| K |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | ALASKA      | 32, | 12,30 | **2   |   | 34   | 11,6   | **3   |
|   | AIRLINES    | 373 | 1,820 | .63** |   | ,988 | 77,193 | .00** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 2 | US AIRWAYS  | 1   | 44,22 | **2   |   | 200  | 51,9   | **3   |
|   |             | 30, | 3,000 | .95** |   | ,896 | 90,955 | .86** |
|   |             | 484 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 3 | CONTINENTAL | 1   | 34,06 | **3   |   | 155  | 36,1   | **4   |
|   | AIRLINES    | 06, | 3,710 | .14** |   | ,127 | 46,307 | .29** |
|   |             | 880 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 4 | SOUTHWEST   | 2   | 74,85 | **3   |   | 350  | 73,4   | **4   |
|   | AIRLINES    | 63, | 8,494 | .52** |   | ,712 | 94,713 | .77** |
|   |             | 203 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 5 | AMERICA     | 69, | 19,61 | **3   |   | 81   | 19,2   | **4   |
|   | WEST        | 649 | 0,425 | .55** |   | ,254 | 72,838 | .22** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 6 | DELTA AIR   | 3   | 85,81 | **3   |   | 357  | 86,9   | **4   |
|   | LINES       | 06, | 3,774 | .57** |   | ,429 | 27,813 | .11** |
|   |             | 025 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 7 | UNITED      | 2   | 62,73 | **3   |   | 343  | 67,7   | **5   |
|   | AIRLINES    | 35, | 1,394 | .76** |   | ,485 | 22,438 | .07** |
|   |             | 921 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 8 | AMERICAN    | 3   | 80,97 | **4   |   | 294  | 63,9   | **4   |
|   | AIRLINES    | 45, | 9,779 | .27** |   | ,110 | 87,895 | .60** |
|   |             | 853 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 9 | NORTHWEST   | 2   | 45,08 | **4   |   | 190  | 45,4   | **4   |
|   | AIRLINES    | 03, | 8,596 | .52** |   | ,139 | 03,924 | .19** |
|   |             | 944 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | AMERICAN    | 1   | 11,68 | **9   |   | 132  | 11,3   | **11  |
| 0 | EAGLE       | 14, | 0,596 | .81** |   | ,810 | 08,947 | .74** |
|   | A           | 645 |       |       |   |      |        |       |
|   | IRLINES\*\* |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   | TOTALS      | 1,8 | 4     | **3   |   | 2    | 467,9  | **4   |
|   | \*\*\*      | 08, | 71,35 | .84** |   | ,140 | 33,023 | .58** |
|   |             | 977 | 1,588 |       |   | ,950 |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+

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

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

**[OVERSALES]{.underline}**

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

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

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

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

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***OCTOBER-DECEMBER***

***PASSENGERS DENIED BOARDING***

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

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

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

                              Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                                   

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

                                                                                                                                                   

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

                                                                                                                                                   

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

                                                                                                                                                   

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

                                                                                                                                                   

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

                                                                                                                                                   

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

                                                                                                                                                   

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

                                                                                                                                                   

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

                                                                                                                                                   

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

                                                                                                                                                   

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

                                                                                                                                                   

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY-DECEMBER***

***PASSENGERS DENIED BOARDING***

***BY U.S. AIRLINES***[^4]

  ------ ---------------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                                **JANUARY-DECEMBER                                                 **JANUARY-DECEMBER                                
                                2002**                                                             2001**                                            

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

                                Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                                     

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

                                                                                                                                                     

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

                                                                                                                                                     

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

                                                                                                                                                     

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

                                                                                                                                                     

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

                                                                                                                                                     

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

                                                                                                                                                     

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

                                                                                                                                                     

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

                                                                                                                                                     

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

                                                                                                                                                     

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

                                                                                                                                                     

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

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

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

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

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

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

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

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

**Airline Rankings**. Table 6 (Table 5 in YTD reports) ranks the largest
U.S. airlines (those that each account for one percent of total domestic
scheduled-service passenger revenues) according to the rate of
complaints per 100,000 passengers. This ranking takes into account
airline size when identifying the carriers against whom the most
complaints have been filed.

TABLE 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------
                  **DECEMBER                                          **DECEMBER                            
                  2002**                                              2001**                                

                  COMPLAINTS   OPINIONS   COMPLIMENTS   INFO          COMPLAINTS   OPINIONS   COMPLIMENTS   INFO
                                                        REQUESTS                                            REQUESTS

                                                                                                            

  U.S. AIRLINES   403          55         1             70            429          28         1             30

  FOREIGN         88           1          0             5             79           0          0             1
  AIRLINES                                                                                                  

  TRAVEL AGENTS   15           2          0             0             29           0          0             0

  TOUR OPERATORS  2            0          0             0             7            0          0             0

  MISCELLANEOUS   9            9          0             24            10           2          0             4

  INDUSTRY TOTALS 517          67         1             99            554          30         1             35
  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^5]

  ----------------------- ----------------------- ------------------------------------------------ ---------------------------- -- ----------------------- ------------------------------ ----------------------------
                          DECEMBER 2002                                                                                            DECEMBER 2001                                          

                                                                                                                                                                                          

  [COMPLAINT              [RANKING]{.underline}   [COMPLAINTS]{.underline}[^6]^[\*]{.underline}^   [SUB-CATEGORY]{.underline}      [RANKING]{.underline}   [COMPLAINTS\*\*]{.underline}   [SUB-CATEGORY]{.underline}
  CATEGORY]{.underline}                                                                                                                                                                   

                                                                                                                                                                                          

  FLIGHT PROBLEMS         1                       108                                                                              1                       116                            

  CANCELLATIONS                                                                                    32                                                                                     48

  DELAYS                                                                                           24                                                                                     29

  MISCONNECTIONS                                                                                   17                                                                                     7

                                                                                                                                                                                          

  BAGGAGE                 2                       99                                                                               4                       86                             

                                                                                                                                                                                          

  CUSTOMER SERVICE        3                       79                                                                               2                       87                             

                                                                                                                                                                                          

  RES/TKTG/BOARDING       4                       72                                                                               5                       58                             

                                                                                                                                                                                          

  REFUNDS                 5                       55                                                                               3                       87                             

                                                                                                                                                                                          

  FARES                   6                       28                                                                               6                       34                             

                                                                                                                                                                                          

  OVERSALES               7                       25                                                                               8                       21                             

                                                                                                                                                                                          

  DISABILITY              8                       24                                                                               9                       19                             

                                                                                                                                                                                          

  OTHER                   9                       18                                                                               10                      9                              

  FREQUENT FLYER                                                                                   8                                                                                      4

                                                                                                                                                                                          

  DISCRIMINATION          10                      8                                                                                7                       28                             

                                                                                                                                                                                          

  ADVERTISING             11                      1                                                                                11                      8                              

                                                                                                                                                                                          

  ANIMALS                 12                      0                                                                                12                      1                              

                                                                                                                                                                                          

  COMPLAINT TOTAL                                 517                                                                                                      554                            
  ----------------------- ----------------------- ------------------------------------------------ ---------------------------- -- ----------------------- ------------------------------ ----------------------------

TABLE 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^7]

DECEMBER 2002

<table style="width:100%;">
<colgroup>
<col style="width: 19%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 7%" />
<col style="width: 4%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 6%" />
<col style="width: 4%" />
<col style="width: 5%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a><sup>*</sup></p>
<p>ALPHABETICAL</p></td>
<td>FLIGHT PROBLEMS</td>
<td>OVER-SALES</td>
<td>RES/TKTG/BOARDING</td>
<td>FARES</td>
<td>REFUNDS</td>
<td>BAGGAGE</td>
<td>CUSTOMER SERVICE</td>
<td>DIS-ABILITY</td>
<td>ADVER-TISING</td>
<td>DISCRIM-INATION</td>
<td>ANIMALS</td>
<td>OTHER</td>
<td>TOTAL</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIRTRAN AIRWAYS</td>
<td>1</td>
<td>1</td>
<td>1</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="even">
<td>ALASKA AIRLINES</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>0</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>9</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>3</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>6</td>
<td>3</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>18</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>15</td>
<td>4</td>
<td>9</td>
<td>2</td>
<td>4</td>
<td>18</td>
<td>12</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>69</td>
</tr>
<tr class="odd">
<td>AMERICAN TRANS AIR</td>
<td>1</td>
<td>1</td>
<td>3</td>
<td>0</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>ATLANTIC SOUTHEAST AIRLINES</td>
<td>4</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>10</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>4</td>
<td>1</td>
<td>6</td>
<td>4</td>
<td>6</td>
<td>7</td>
<td>6</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>38</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>17</td>
<td>3</td>
<td>9</td>
<td>3</td>
<td>7</td>
<td>12</td>
<td>11</td>
<td>3</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>68</td>
</tr>
<tr class="odd">
<td>HAWAIIAN AIRLINES</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>9</td>
</tr>
<tr class="even">
<td>NATIONAL AIRLINES</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>11</td>
<td>1</td>
<td>9</td>
<td>1</td>
<td>4</td>
<td>5</td>
<td>5</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
<td>42</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>1</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>11</td>
<td>1</td>
<td>7</td>
<td>5</td>
<td>4</td>
<td>6</td>
<td>12</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>51</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>12</td>
<td>1</td>
<td>0</td>
<td>3</td>
<td>1</td>
<td>4</td>
<td>3</td>
<td>4</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>31</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>6</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>8</td>
<td>7</td>
<td>6</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>35</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 DECEMBER 2002</td>
<td>93</td>
<td>21</td>
<td>51</td>
<td>22</td>
<td>40</td>
<td>69</td>
<td>64</td>
<td>19</td>
<td>1</td>
<td>7</td>
<td>0</td>
<td>16</td>
<td>403</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>23.1</td>
<td>5.2</td>
<td>12.7</td>
<td>5.5</td>
<td>9.9</td>
<td>17.1</td>
<td>15.9</td>
<td>4.7</td>
<td>0.2</td>
<td>1.7</td>
<td>0</td>
<td>4.0</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 DECEMBER 2001</td>
<td>98</td>
<td>18</td>
<td>43</td>
<td>30</td>
<td>47</td>
<td>65</td>
<td>73</td>
<td>19</td>
<td>6</td>
<td>26</td>
<td>1</td>
<td>3</td>
<td>429</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>22.8</td>
<td>4.2</td>
<td>10.0</td>
<td>7.0</td>
<td>11.0</td>
<td>15.2</td>
<td>17.0</td>
<td>4.4</td>
<td>1.4</td>
<td>6.1</td>
<td>0.2</td>
<td>0.7</td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>**</sup> AIRLINES ARE LISTED INDIVIDUALY IF DOT
RECEIVED 5 OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD.
COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER ‘OTHER U.S. AIRLINES.’<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

TABLE 4

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY INCIDENT DATE

DECEMBER 2002

<table>
<colgroup>
<col style="width: 27%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 7%" />
<col style="width: 8%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a></p>
<p>ALPHABETICAL</p></td>
<td><p>COMPS RECD</p>
<p>IN</p>
<p>DEC.</p></td>
<td><p>INCI-DENTS IN</p>
<p>DEC.</p></td>
<td>PERCENT</td>
<td></td>
<td><p>INCI-DENTS IN</p>
<p>NOV.</p></td>
<td>PERCENT</td>
<td></td>
<td>INCI-DENTS IN ALL PRIOR MONTHS</td>
<td>PERCENT</td>
<td></td>
<td>UN-KNOWN INCI-DENT DATE</td>
<td>PERCENT</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIRTRAN AIRWAYS</td>
<td>5</td>
<td>2</td>
<td>40.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>2</td>
<td>40.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>9</td>
<td>3</td>
<td>33.3</td>
<td></td>
<td>1</td>
<td>11.1</td>
<td></td>
<td>5</td>
<td>55.6</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>18</td>
<td>4</td>
<td>22.2</td>
<td></td>
<td>8</td>
<td>44.4</td>
<td></td>
<td>4</td>
<td>22.2</td>
<td></td>
<td>2</td>
<td>11.1</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>69</td>
<td>19</td>
<td>27.5</td>
<td></td>
<td>20</td>
<td>29.0</td>
<td></td>
<td>23</td>
<td>33.3</td>
<td></td>
<td>7</td>
<td>10.1</td>
</tr>
<tr class="odd">
<td>AMERICAN TRANS AIR</td>
<td>6</td>
<td>3</td>
<td>50.0</td>
<td></td>
<td>1</td>
<td>16.7</td>
<td></td>
<td>1</td>
<td>16.7</td>
<td></td>
<td>1</td>
<td>16.7</td>
</tr>
<tr class="even">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>10</td>
<td>2</td>
<td>20.0</td>
<td></td>
<td>4</td>
<td>40.0</td>
<td></td>
<td>3</td>
<td>30.0</td>
<td></td>
<td>1</td>
<td>10.0</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>38</td>
<td>16</td>
<td>42.1</td>
<td></td>
<td>8</td>
<td>21.1</td>
<td></td>
<td>11</td>
<td>28.9</td>
<td></td>
<td>3</td>
<td>7.9</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>68</td>
<td>30</td>
<td>44.1</td>
<td></td>
<td>19</td>
<td>27.9</td>
<td></td>
<td>11</td>
<td>16.2</td>
<td></td>
<td>8</td>
<td>11.8</td>
</tr>
<tr class="odd">
<td>HAWAIIAN AIRLINES</td>
<td>9</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>4</td>
<td>44.4</td>
<td></td>
<td>4</td>
<td>44.4</td>
<td></td>
<td>1</td>
<td>11.1</td>
</tr>
<tr class="even">
<td>NATIONAL AIRLINES</td>
<td>5</td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>2</td>
<td>40.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>42</td>
<td>24</td>
<td>57.1</td>
<td></td>
<td>5</td>
<td>11.9</td>
<td></td>
<td>7</td>
<td>16.7</td>
<td></td>
<td>6</td>
<td>14.3</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>7</td>
<td>5</td>
<td>71.4</td>
<td></td>
<td>2</td>
<td>28.6</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>51</td>
<td>28</td>
<td>54.9</td>
<td></td>
<td>7</td>
<td>13.7</td>
<td></td>
<td>10</td>
<td>19.6</td>
<td></td>
<td>6</td>
<td>11.8</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>31</td>
<td>15</td>
<td>48.4</td>
<td></td>
<td>7</td>
<td>22.6</td>
<td></td>
<td>7</td>
<td>22.6</td>
<td></td>
<td>2</td>
<td>6.5</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>35</td>
<td>14</td>
<td>40.0</td>
<td></td>
<td>7</td>
<td>20.0</td>
<td></td>
<td>11</td>
<td>31.4</td>
<td></td>
<td>3</td>
<td>8.6</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td><strong>TOTALS</strong></td>
<td>403</td>
<td>166</td>
<td>41.2</td>
<td></td>
<td>95</td>
<td>23.6</td>
<td></td>
<td>100</td>
<td>24.8</td>
<td></td>
<td>42</td>
<td>10.4</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>429</td>
<td>186</td>
<td>43.4</td>
<td></td>
<td>77</td>
<td>17.9</td>
<td></td>
<td>100</td>
<td>23.3</td>
<td></td>
<td>66</td>
<td>15.4</td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup> AIRLINES ARE LISTED INDIVIDUALLY IF DOT
RECEIVED 5 OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD.
COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER 'OTHER U.S. AIRLINES.'<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

TABLE 5

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S. AIRLINES[^8]

BY COMPLAINT CATEGORY^\*\*^

DECEMBER 2002

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

                                                                                                                                                                                        

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

  AIR FRANCE                        1          0            3                   1       0         8         1          0             0              0                 0         0       14

  AIR JAMAICA                       5          0            1                   2       1         0         0          1             0              0                 0         0       10

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

  BRITISH AIRWAYS                   1          0            2                   1       1         2         1          0             0              1                 0         1       10

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

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

  OTHER FOREIGN AIRLINES            5          3            6                   0       3         12        5          3             0              0                 0         0       37

  TOTALS                            13         4            14                  5       8         28        10         4             0              1                 0         1       88

                                                                                                                                                                                        

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

  TRAVELOCITY.COM                   0          0            4                   0       2         0         0          0             0              0                 0         0       6

  OTHER TRAVEL AGENTS               0          0            2                   1       4         0         2          0             0              0                 0         0       9

  TOTALS                            0          0            6                   1       6         0         2          0             0              0                 0         0       15

                                                                                                                                                                                        

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

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

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

                                                                                                                                                                                        

  **[MISCELLANEOUS]{.underline}**                                                                                                                                                       

  OTHER MISCELLANEOUS               1          0            1                   0       0         2         3          1             0              0                 0         1       9

  TOTALS                            1          0            1                   0       0         2         3          1             0              0                 0         1       9

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 6

DECEMBER

CONSUMER COMPLAINTS: RANKINGS

U.S. AIRLINES \*

<table>
<colgroup>
<col style="width: 6%" />
<col style="width: 13%" />
<col style="width: 3%" />
<col style="width: 10%" />
<col style="width: 13%" />
<col style="width: 12%" />
<col style="width: 1%" />
<col style="width: 10%" />
<col style="width: 14%" />
<col style="width: 12%" />
</colgroup>
<tbody>
<tr class="odd">
<td colspan="2"></td>
<td colspan="4"><strong>DECEMBER 2002</strong></td>
<td></td>
<td colspan="3"><strong>DECEMBER 2001</strong></td>
</tr>
<tr class="even">
<td></td>
<td colspan="2"></td>
<td></td>
<td></td>
<td><h1 id="complaints">COMPLAINTS</h1></td>
<td></td>
<td></td>
<td></td>
<td><h1 id="complaints-1">COMPLAINTS</h1></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"><h1 id="section-4"></h1></td>
<td><h1 id="section-5"></h1></td>
<td><h1 id="systemwide">SYSTEMWIDE</h1></td>
<td><h1 id="per-100000">PER 100,000</h1></td>
<td></td>
<td></td>
<td><h1 id="systemwide-1">SYSTEMWIDE</h1></td>
<td><h1 id="per-100000-1">PER 100,000</h1></td>
</tr>
<tr class="even">
<td><h1 id="rank-2">RANK</h1></td>
<td colspan="2"><h1 id="airline-2">AIRLINE</h1></td>
<td><h1 id="complaints-2">COMPLAINTS</h1></td>
<td><h1 id="enplanements">ENPLANEMENTS</h1></td>
<td><h1 id="enplanements-1">ENPLANEMENTS</h1></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td><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>SOUTHWEST AIRLINES</strong></em></td>
<td>7</td>
<td>6,110,355</td>
<td><strong>0.11</strong></td>
<td></td>
<td>19</td>
<td>5,611,494</td>
<td><strong>0.34</strong></td>
</tr>
<tr class="odd">
<td>2</td>
<td colspan="2"><em><strong>AMERICAN EAGLE AIRLINES</strong></em></td>
<td>2</td>
<td>945,813</td>
<td><strong>0.21</strong></td>
<td></td>
<td>4</td>
<td>893,446</td>
<td><strong>0.45</strong></td>
</tr>
<tr class="even">
<td>3</td>
<td colspan="2"><em><strong>ALASKA AIRLINES</strong></em></td>
<td>9</td>
<td>1,256,485</td>
<td><strong>0.72</strong></td>
<td></td>
<td>3</td>
<td>1,071,228</td>
<td><strong>0.28</strong></td>
</tr>
<tr class="odd">
<td>4</td>
<td colspan="2"><em><strong>UNITED AIRLINES</strong></em></td>
<td>51</td>
<td>5,964,816</td>
<td><strong>0.86</strong></td>
<td></td>
<td>81</td>
<td>5,060,274</td>
<td><strong>1.60</strong></td>
</tr>
<tr class="even">
<td>5</td>
<td colspan="2"><em><strong>AMERICAN AIRLINES</strong></em></td>
<td>69</td>
<td>7,910,911</td>
<td><strong>0.87</strong></td>
<td></td>
<td>54</td>
<td>5,950,325</td>
<td><strong>0.91</strong></td>
</tr>
<tr class="odd">
<td>6</td>
<td colspan="2"><em><strong>DELTA AIR LINES</strong></em></td>
<td>68</td>
<td>7,776,803</td>
<td><strong>0.87</strong></td>
<td></td>
<td>68</td>
<td>6,829,169</td>
<td><strong>1.00</strong></td>
</tr>
<tr class="even">
<td>7</td>
<td colspan="2"><em><strong>US AIRWAYS</strong></em></td>
<td>31</td>
<td>3,532,745</td>
<td><strong>0.88</strong></td>
<td></td>
<td>39</td>
<td>3,737,497</td>
<td><strong>1.04</strong></td>
</tr>
<tr class="odd">
<td>8</td>
<td colspan="2"><em><strong>NORTHWEST AIRLINES</strong></em></td>
<td>42</td>
<td>4,482,966</td>
<td><strong>0.94</strong></td>
<td></td>
<td>41</td>
<td>3,981,633</td>
<td><strong>1.03</strong></td>
</tr>
<tr class="even">
<td>9</td>
<td colspan="2"><em><strong>AMERICA WEST AIRLINES</strong></em></td>
<td>18</td>
<td>1,650,598</td>
<td><strong>1.09</strong></td>
<td></td>
<td>22</td>
<td>1,367,084</td>
<td><strong>1.61</strong></td>
</tr>
<tr class="odd">
<td>10</td>
<td colspan="2"><em><strong>CONTINENTAL AIRLINES</strong></em></td>
<td>38</td>
<td>3,319,976</td>
<td><strong>1.14</strong></td>
<td></td>
<td>19</td>
<td>3,210,826</td>
<td><strong>0.59</strong></td>
</tr>
<tr class="even">
<td></td>
<td colspan="2"><strong>TOTAL</strong> **</td>
<td><strong>335</strong></td>
<td><strong>42,951,468</strong></td>
<td><strong>0.78</strong></td>
<td></td>
<td><strong>350</strong></td>
<td><strong>37,712,976</strong></td>
<td><strong>0.93</strong></td>
</tr>
</tbody>
</table>

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

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

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

TABLE 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

  --------------- ------------- ---------- ------------- ---------- -- ------------- ---------- ------------- ----------
                  **JANUARY -                                          **JANUARY -                            
                  DECEMBER                                             DECEMBER                               
                  2002**                                               2001**                                 

                  COMPLAINTS    OPINIONS   COMPLIMENTS   INFO          COMPLAINTS    OPINIONS   COMPLIMENTS   INFO
                                                         REQUESTS                                             REQUESTS

                                                                                                              

  U.S. AIRLINES   7,698         781        44            645           14,076        1,054      75            537

  FOREIGN         1,285         10         1             48            1,782         27         4             57
  AIRLINES                                                                                                    

  TRAVEL AGENTS   317           12         1             8             319           2          0             8

  TOUR OPERATORS  66            0          0             1             125           2          0             8

  MISCELLANEOUS   105           158        5             179           206           216        0             215

  INDUSTRY TOTALS 9,471         961        51            881           16,508        1,301      79            825
  --------------- ------------- ---------- ------------- ---------- -- ------------- ---------- ------------- ----------

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^9]

  ----------------------- ----------------------- ------------------------------------------------- ---------------------------- -- ----------------------- ------------------------------ ----------------------------
                          JANUARY 2002 TO                                                                                           JANUARY TO DECEMBER                                    
                          DECEMBER 2002                                                                                             2001                                                   

                                                                                                                                                                                           

  [COMPLAINT              [RANKING]{.underline}   [COMPLAINTS]{.underline}[^10]^[\*]{.underline}^   [SUB-CATEGORY]{.underline}      [RANKING]{.underline}   [COMPLAINTS\*\*]{.underline}   [SUB-CATEGORY]{.underline}
  CATEGORY]{.underline}                                                                                                                                                                    

                                                                                                                                                                                           

  FLIGHT PROBLEMS         1                       2,031                                                                             1                       5480                           

  DELAYS                                                                                            661                                                                                    1679

  CANCELLATIONS                                                                                     573                                                                                    1953

  MISCONNECTIONS                                                                                    321                                                                                    619

                                                                                                                                                                                           

  CUSTOMER SERVICE        2                       1,715                                                                             2                       2860                           

                                                                                                                                                                                           

  BAGGAGE                 3                       1,421                                                                             3                       2490                           

                                                                                                                                                                                           

  RES/TKTG/BOARDING       4                       1,159                                                                             4                       1611                           

                                                                                                                                                                                           

  REFUNDS                 5                       1,106                                                                             5                       1347                           

                                                                                                                                                                                           

  FARES                   6                       523                                                                               6                       666                            

                                                                                                                                                                                           

  DISABILITY              7                       477                                                                               9                       508                            

                                                                                                                                                                                           

  OVERSALES               8                       454                                                                               8                       638                            

                                                                                                                                                                                           

  OTHER                   9                       322                                                                               7                       650                            

  FREQUENT FLYER                                                                                    163                                                                                    212

                                                                                                                                                                                           

  DISCRIMINATION          10                      195                                                                               10                      191                            

                                                                                                                                                                                           

  ADVERTISING             11                      68                                                                                11                      61                             

                                                                                                                                                                                           

  ANIMALS                 12                      0                                                                                 12                      6                              

                                                                                                                                                                                           

  COMPLAINT TOTAL                                 9,471                                                                                                     16,508                         
  ----------------------- ----------------------- ------------------------------------------------- ---------------------------- -- ----------------------- ------------------------------ ----------------------------

TABLE 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^11]

JANUARY TO DECEMBER 2002

<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: 7%" />
<col style="width: 6%" />
<col style="width: 4%" />
<col style="width: 5%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a><sup>*</sup></p>
<p>ALPHABETICAL</p></td>
<td>FLIGHT PROBLEMS</td>
<td>OVER-SALES</td>
<td>RES/TKTG/BOARDING</td>
<td>FARES</td>
<td>REFUNDS</td>
<td>BAGGAGE</td>
<td>CUSTOMER SERVICE</td>
<td>DIS-ABILITY</td>
<td>ADVER-TISING</td>
<td>DISCRIM-INATION</td>
<td>ANIMALS</td>
<td>OTHER</td>
<td>TOTAL</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIRTRAN AIRWAYS</td>
<td>69</td>
<td>17</td>
<td>21</td>
<td>5</td>
<td>7</td>
<td>44</td>
<td>45</td>
<td>10</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>221</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>33</td>
<td>7</td>
<td>13</td>
<td>6</td>
<td>6</td>
<td>14</td>
<td>33</td>
<td>9</td>
<td>0</td>
<td>4</td>
<td>0</td>
<td>4</td>
<td>129</td>
</tr>
<tr class="odd">
<td>ALOHA AIRLINES</td>
<td>8</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>1</td>
<td>4</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>23</td>
</tr>
<tr class="even">
<td>AMERICA WEST AIRLINES</td>
<td>83</td>
<td>17</td>
<td>33</td>
<td>14</td>
<td>26</td>
<td>44</td>
<td>67</td>
<td>14</td>
<td>1</td>
<td>11</td>
<td>0</td>
<td>8</td>
<td>318</td>
</tr>
<tr class="odd">
<td>AMERICAN AIRLINES</td>
<td>251</td>
<td>59</td>
<td>149</td>
<td>60</td>
<td>102</td>
<td>209</td>
<td>248</td>
<td>63</td>
<td>2</td>
<td>25</td>
<td>0</td>
<td>44</td>
<td>1,212</td>
</tr>
<tr class="even">
<td>AMERICAN EAGLE AIRLINES</td>
<td>21</td>
<td>11</td>
<td>7</td>
<td>0</td>
<td>1</td>
<td>8</td>
<td>16</td>
<td>4</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>71</td>
</tr>
<tr class="odd">
<td>AMERICAN TRANS AIR</td>
<td>68</td>
<td>9</td>
<td>18</td>
<td>6</td>
<td>14</td>
<td>29</td>
<td>39</td>
<td>13</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>3</td>
<td>201</td>
</tr>
<tr class="even">
<td>ATLANTIC COAST AIRLINES</td>
<td>4</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>5</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>19</td>
</tr>
<tr class="odd">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>32</td>
<td>8</td>
<td>6</td>
<td>2</td>
<td>1</td>
<td>13</td>
<td>15</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>80</td>
</tr>
<tr class="even">
<td>CHAMPION AIR</td>
<td>8</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>17</td>
</tr>
<tr class="odd">
<td>COMAIR</td>
<td>15</td>
<td>5</td>
<td>3</td>
<td>1</td>
<td>3</td>
<td>6</td>
<td>7</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>43</td>
</tr>
<tr class="even">
<td>CONTINENTAL AIRLINES</td>
<td>96</td>
<td>30</td>
<td>72</td>
<td>29</td>
<td>64</td>
<td>68</td>
<td>134</td>
<td>22</td>
<td>5</td>
<td>16</td>
<td>0</td>
<td>27</td>
<td>563</td>
</tr>
<tr class="odd">
<td>CONTINENTAL EXPRESS</td>
<td>4</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>11</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>276</td>
<td>57</td>
<td>182</td>
<td>99</td>
<td>111</td>
<td>159</td>
<td>205</td>
<td>73</td>
<td>5</td>
<td>21</td>
<td>0</td>
<td>43</td>
<td>1,231</td>
</tr>
<tr class="odd">
<td>DELTA CONNECTION</td>
<td>16</td>
<td>2</td>
<td>5</td>
<td>0</td>
<td>1</td>
<td>10</td>
<td>8</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>42</td>
</tr>
<tr class="even">
<td>FRONTIER AIRLINES</td>
<td>6</td>
<td>2</td>
<td>24</td>
<td>2</td>
<td>2</td>
<td>6</td>
<td>9</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>54</td>
</tr>
<tr class="odd">
<td>GREAT LAKES AVIATION</td>
<td>6</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>15</td>
</tr>
<tr class="even">
<td>HAWAIIAN AIRLINES</td>
<td>23</td>
<td>5</td>
<td>7</td>
<td>5</td>
<td>6</td>
<td>4</td>
<td>12</td>
<td>7</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>3</td>
<td>74</td>
</tr>
<tr class="odd">
<td>HORIZON AIRLINES</td>
<td>7</td>
<td>1</td>
<td>2</td>
<td>1</td>
<td>3</td>
<td>3</td>
<td>6</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>25</td>
</tr>
<tr class="even">
<td>JETBLUE</td>
<td>4</td>
<td>0</td>
<td>3</td>
<td>1</td>
<td>7</td>
<td>5</td>
<td>6</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>28</td>
</tr>
<tr class="odd">
<td>MESA AIRLINES</td>
<td>4</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>13</td>
</tr>
<tr class="even">
<td>MIDWAY AIRLINES</td>
<td>9</td>
<td>0</td>
<td>7</td>
<td>2</td>
<td>11</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>33</td>
</tr>
<tr class="odd">
<td>MIDWEST EXPRESS AIRLINES</td>
<td>5</td>
<td>1</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>10</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>24</td>
</tr>
<tr class="even">
<td>NATIONAL AIRLINES</td>
<td>12</td>
<td>1</td>
<td>6</td>
<td>4</td>
<td>29</td>
<td>9</td>
<td>11</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>77</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>178</td>
<td>34</td>
<td>104</td>
<td>45</td>
<td>73</td>
<td>97</td>
<td>116</td>
<td>53</td>
<td>8</td>
<td>16</td>
<td>0</td>
<td>41</td>
<td>765</td>
</tr>
<tr class="even">
<td>OMNI AIR INT'L</td>
<td>7</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>11</td>
</tr>
<tr class="odd">
<td>PAN AM</td>
<td>13</td>
<td>2</td>
<td>4</td>
<td>0</td>
<td>7</td>
<td>4</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>32</td>
</tr>
<tr class="even">
<td>RYAN INTERNATIONAL AIRLINES</td>
<td>10</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>10</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>24</td>
</tr>
<tr class="odd">
<td>SKY WEST AIRLINES</td>
<td>10</td>
<td>3</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>3</td>
<td>9</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>33</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>23</td>
<td>6</td>
<td>31</td>
<td>11</td>
<td>10</td>
<td>36</td>
<td>73</td>
<td>17</td>
<td>6</td>
<td>20</td>
<td>0</td>
<td>3</td>
<td>236</td>
</tr>
<tr class="odd">
<td>SPIRIT AIRLINES</td>
<td>10</td>
<td>5</td>
<td>6</td>
<td>2</td>
<td>13</td>
<td>13</td>
<td>11</td>
<td>1</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>64</td>
</tr>
<tr class="even">
<td>SUN AIRE LINES</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>11</td>
</tr>
<tr class="odd">
<td>SUN COUNTRY AIRLINES</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>41</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>54</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>1</td>
<td>0</td>
<td>5</td>
<td>1</td>
<td>5</td>
<td>2</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>21</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>271</td>
<td>52</td>
<td>118</td>
<td>77</td>
<td>98</td>
<td>182</td>
<td>236</td>
<td>56</td>
<td>6</td>
<td>32</td>
<td>0</td>
<td>44</td>
<td>1,172</td>
</tr>
<tr class="even">
<td>UNITED EXPRESS</td>
<td>18</td>
<td>3</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>8</td>
<td>4</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>39</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>147</td>
<td>11</td>
<td>36</td>
<td>58</td>
<td>34</td>
<td>58</td>
<td>99</td>
<td>52</td>
<td>3</td>
<td>15</td>
<td>0</td>
<td>19</td>
<td>532</td>
</tr>
<tr class="even">
<td>US AIRWAYS EXPRESS</td>
<td>1</td>
<td>1</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>11</td>
</tr>
<tr class="odd">
<td>VANGUARD AIRLINES</td>
<td>18</td>
<td>1</td>
<td>10</td>
<td>0</td>
<td>44</td>
<td>5</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>85</td>
</tr>
<tr class="even">
<td>OTHER U.S. AIRLINES</td>
<td>32</td>
<td>3</td>
<td>7</td>
<td>1</td>
<td>7</td>
<td>15</td>
<td>13</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>84</td>
</tr>
<tr class="odd">
<td>TOTAL JANUARY 2002</td>
<td>1,808</td>
<td>363</td>
<td>897</td>
<td>436</td>
<td>736</td>
<td>1,081</td>
<td>1,481</td>
<td>420</td>
<td>43</td>
<td>174</td>
<td>0</td>
<td>259</td>
<td>7,698</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>23.5</td>
<td>4.7</td>
<td>11.7</td>
<td>5.7</td>
<td>9.6</td>
<td>14.0</td>
<td>19.2</td>
<td>5.5</td>
<td>0.6</td>
<td>2.3</td>
<td>0</td>
<td>3.4</td>
<td></td>
</tr>
<tr class="odd">
<td>TOTAL JANUARY 2001</td>
<td>5,048</td>
<td>539</td>
<td>1,310</td>
<td>568</td>
<td>942</td>
<td>1,965</td>
<td>2,531</td>
<td>457</td>
<td>42</td>
<td>164</td>
<td>6</td>
<td>504</td>
<td>14,076</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>35.9</td>
<td>3.8</td>
<td>9.3</td>
<td>4.0</td>
<td>6.7</td>
<td>14.0</td>
<td>18.0</td>
<td>3.2</td>
<td>0.3</td>
<td>1.2</td>
<td>0</td>
<td>3.6</td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>**</sup> AIRLINES ARE LISTED INDIVIDUALY IF DOT
RECEIVED 10 OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD.
COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER ‘OTHER U.S. AIRLINES.’<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

TABLE 4

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S. AIRLINES[^12]

BY COMPLAINT CATEGORY^\*\*^

JANUARY TO DECEMBER 2002

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

                                                                                                                                                                                

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

  AER LINGUS                7          2            1                   0       4         3         5          0             0              0                 0         1       23

  AEROFLOT                  5          0            3                   1       0         4         1          0             0              0                 0         0       14

  AEROMEXICO                1          1            1                   2       1         2         2          0             0              0                 0         1       11

  AIR CANADA                12         10           7                   3       6         6         6          0             0              0                 0         0       50

  AIR FRANCE                12         12           16                  5       18        71        27         11            0              2                 0         1       175

  AIR INDIA                 4          2            3                   0       1         4         5          0             0              0                 0         1       20

  AIR JAMAICA               22         6            4                   4       3         6         9          1             0              0                 0         3       58

  ALITALIA AIRLINES         10         6            5                   0       4         34        12         3             0              0                 0         1       75

  ALLEGRO AIRLINES          9          0            0                   0       0         3         3          0             0              0                 0         1       16

  AUSTRIAN AIRLINES         2          3            0                   0       6         8         4          0             0              0                 0         0       23

  BRITISH AIRWAYS           13         0            23                  8       20        28        19         9             3              2                 0         2       127

  BWIA                      1          2            2                   1       4         3         0          0             0              0                 0         1       14

  CATHAY PACIFIC AIRWAYS    1          1            2                   0       2         0         3          0             0              0                 0         1       10

  EL AL                     0          0            0                   0       0         8         4          0             0              1                 0         1       14

  EVA AIRWAYS               0          0            5                   3       4         7         0          0             0              0                 0         0       19

  GHANA AIRWAYS             3          0            0                   0       2         7         2          0             0              0                 0         0       14

  IBERIA AIRLINES           5          3            2                   0       2         5         4          2             0              0                 0         1       24

  KLM                       8          5            2                   1       1         10        6          3             0              0                 0         1       37

  KOREAN AIR LINES          4          0            6                   0       1         2         4          0             0              0                 0         0       17

  KUWAIT AIRWAYS            2          0            1                   0       0         3         1          0             0              1                 0         2       10

  LUFTHANSA                 8          2            4                   3       7         4         12         4             0              0                 0         2       46

  MEXICANA                  3          3            3                   3       6         9         3          0             1              0                 0         0       31

  PAKISTAN INT'L AIRLINES   0          1            4                   1       1         5         0          0             0              0                 0         0       12

  QANTAS AIRWAYS            2          0            0                   0       3         3         2          2             0              0                 0         1       13

  ROYAL AIR MAROC           1          0            0                   0       0         6         3          0             0              0                 0         0       10

  SAS                       2          2            3                   0       0         1         0          2             0              0                 0         1       11

  SWISSAIR                  3          0            2                   0       6         4         1          1             0              0                 0         0       17

  TACA AIRLINES             3          4            9                   4       8         9         8          2             1              2                 0         1       51

  VIRGIN ATLANTIC           9          4            7                   0       3         7         11         1             0              1                 0         1       44

  OTHER FOREIGN AIRLINES    39         20           42                  13      63        61        28         13            4              6                 0         10      299

  TOTALS                    191        89           157                 52      176       323       185        54            9              15                0         34      1,285
  ------------------------- ---------- ------------ ------------------- ------- --------- --------- ---------- ------------- -------------- ----------------- --------- ------- -------

TABLE 4

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S. AIRLINES[^13]

BY COMPLAINT CATEGORY^\*\*^

JANUARY TO DECEMBER 2002

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

                                                                                                                                                                                        

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

  CHEAP TICKETS                     3          0            16                  1       13        0         1          0             0              0                 0         0       34

  EXPEDIA.COM                       1          0            10                  2       24        0         3          0             0              0                 0         0       40

  HOTWIRE.COM                       0          0            4                   1       5         0         1          0             1              0                 0         0       12

  ORBITZ.COM                        0          0            11                  4       9         1         1          0             2              0                 0         0       28

  PRICELINE.COM                     1          1            13                  5       23        0         2          0             1              0                 0         0       46

  TRAVELOCITY.COM                   3          0            16                  1       18        0         4          0             2              0                 0         1       45

  OTHER TRAVEL AGENTS               2          0            16                  7       64        0         7          0             8              1                 0         7       112

  TOTALS                            10         1            86                  21      156       1         19         0             14             1                 0         8       317

                                                                                                                                                                                        

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

  FUN JET INCORPORATED              3          0            0                   3       0         1         3          1             0              0                 0         3       14

  OTHER TOUR OPERATORS              9          0            4                   1       25        0         7          0             0              0                 0         6       52

  TOTALS                            12         0            4                   4       25        1         10         1             0              0                 0         9       66

                                                                                                                                                                                        

  **[MISCELLANEOUS]{.underline}**                                                                                                                                                       

  OTHER MISCELLANEOUS               10         1            15                  10      12        15        20         2             2              5                 0         13      105

  TOTALS                            10         1            15                  10      12        15        20         2             2              5                 0         13      105

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 5

JANUARY-DECEMBER

CONSUMER COMPLAINTS: RANKINGS

U.S. AIRLINES \*

<table>
<colgroup>
<col style="width: 6%" />
<col style="width: 13%" />
<col style="width: 3%" />
<col style="width: 10%" />
<col style="width: 14%" />
<col style="width: 12%" />
<col style="width: 1%" />
<col style="width: 9%" />
<col style="width: 14%" />
<col style="width: 12%" />
</colgroup>
<tbody>
<tr class="odd">
<td colspan="2"></td>
<td colspan="4"><strong>JANUARY - DECEMBER 2002</strong></td>
<td></td>
<td colspan="3"><strong>JANUARY - DECEMBER 2001</strong></td>
</tr>
<tr class="even">
<td></td>
<td colspan="2"></td>
<td></td>
<td></td>
<td><h1 id="complaints-3">COMPLAINTS</h1></td>
<td></td>
<td></td>
<td></td>
<td><h1 id="complaints-4">COMPLAINTS</h1></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"><h1 id="section-6"></h1></td>
<td><h1 id="section-7"></h1></td>
<td><h1 id="systemwide-2">SYSTEMWIDE</h1></td>
<td><h1 id="per-100000-2">PER 100,000</h1></td>
<td></td>
<td></td>
<td><h1 id="systemwide-3">SYSTEMWIDE</h1></td>
<td><h1 id="per-100000-3">PER 100,000</h1></td>
</tr>
<tr class="even">
<td><h1 id="rank-3">RANK</h1></td>
<td colspan="2"><h1 id="airline-3">AIRLINE</h1></td>
<td><h1 id="complaints-5">COMPLAINTS</h1></td>
<td><h1 id="enplanements-4">ENPLANEMENTS</h1></td>
<td><h1 id="enplanements-5">ENPLANEMENTS</h1></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
<td><h1 id="enplanements-6">ENPLANEMENTS</h1></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>1</td>
<td colspan="2"><em><strong>SOUTHWEST AIRLINES</strong></em></td>
<td>236</td>
<td>72,541,238</td>
<td><strong>0.33</strong></td>
<td></td>
<td>281</td>
<td>73,742,867</td>
<td><strong>0.38</strong></td>
</tr>
<tr class="odd">
<td>2</td>
<td colspan="2"><em><strong>AMERICAN EAGLE AIRLINES</strong></em></td>
<td>71</td>
<td>11,840,772</td>
<td><strong>0.60</strong></td>
<td></td>
<td>204</td>
<td>11,973,856</td>
<td><strong>1.70</strong></td>
</tr>
<tr class="even">
<td>3</td>
<td colspan="2"><em><strong>ALASKA AIRLINES</strong></em></td>
<td>129</td>
<td>14,153,286</td>
<td><strong>0.91</strong></td>
<td></td>
<td>174</td>
<td>13,667,526</td>
<td><strong>1.27</strong></td>
</tr>
<tr class="odd">
<td>4</td>
<td colspan="2"><em><strong>US AIRWAYS</strong></em></td>
<td>532</td>
<td>47,167,570</td>
<td><strong>1.13</strong></td>
<td></td>
<td>1,050</td>
<td>56,146,174</td>
<td><strong>1.87</strong></td>
</tr>
<tr class="even">
<td>5</td>
<td colspan="2"><em><strong>AMERICAN AIRLINES</strong></em></td>
<td>1,212</td>
<td>94,084,633</td>
<td><strong>1.29</strong></td>
<td></td>
<td>1,963</td>
<td>78,115,155</td>
<td><strong>2.51</strong></td>
</tr>
<tr class="odd">
<td>6</td>
<td colspan="2"><em><strong>DELTA AIR LINES</strong></em></td>
<td>1,231</td>
<td>89,866,513</td>
<td><strong>1.37</strong></td>
<td></td>
<td>2,023</td>
<td>93,386,645</td>
<td><strong>2.17</strong></td>
</tr>
<tr class="even">
<td>7</td>
<td colspan="2"><em><strong>CONTINENTAL AIRLINES</strong></em></td>
<td>563</td>
<td>39,995,273</td>
<td><strong>1.41</strong></td>
<td></td>
<td>952</td>
<td>42,779,867</td>
<td><strong>2.23</strong></td>
</tr>
<tr class="odd">
<td>8</td>
<td colspan="2"><em><strong>NORTHWEST AIRLINES</strong></em></td>
<td>765</td>
<td>52,752,116</td>
<td><strong>1.45</strong></td>
<td></td>
<td>1,065</td>
<td>54,171,658</td>
<td><strong>1.97</strong></td>
</tr>
<tr class="even">
<td>9</td>
<td colspan="2"><em><strong>AMERICA WEST AIRLINES</strong></em></td>
<td>318</td>
<td>19,453,645</td>
<td><strong>1.63</strong></td>
<td></td>
<td>731</td>
<td>19,576,031</td>
<td><strong>3.73</strong></td>
</tr>
<tr class="odd">
<td>10</td>
<td colspan="2"><em><strong>UNITED AIRLINES</strong></em></td>
<td>1,172</td>
<td>68,639,794</td>
<td><strong>1.71</strong></td>
<td></td>
<td>2,448</td>
<td>75,453,979</td>
<td><strong>3.24</strong></td>
</tr>
<tr class="even">
<td></td>
<td colspan="2"><strong>TOTAL</strong> **</td>
<td><strong>6,229</strong></td>
<td><strong>510,494,840</strong></td>
<td><strong>1.22</strong></td>
<td></td>
<td><strong>10,891</strong></td>
<td><strong>519,013,758</strong></td>
<td><strong>2.10</strong></td>
</tr>
</tbody>
</table>

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

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

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

***COMPLAINT CATEGORIES\****

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

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

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

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

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

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

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

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

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

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

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

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

**\*Note:** Effective with the *Air Travel Consumer Report* issued in
May 2002, "Discrimination" has been added as a new category. Complaints
about "Tours or Charters," which formerly was a separate category, are
now included in the "Other" category.

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

NAS/02-2003

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

[^2]:
    > ^\*^ U.S. Airlines with at least one percent of total domestic
    > scheduled-service passenger revenues.
    >
    > \*\* American Eagle Airlines incorrectly reported to DOT its
    > mishandled baggage data for January, February, March, April, May,
    > June, July, August and September 2001. Therefore, the data in this
    > report reflect a correction of the American Eagle data for
    > January-December 2001.
    >
    > \*\*\* Trans World Airlines (TWA) ceased operating December 2001.
    > Effective January 2002, TWA is no longer ranked in this table.
    > Totals for January-December 2001 reflect the deletion of TWA's
    > data for that year.

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

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

[^4]: ^\*^ U.S. Airlines with at least one percent of total domestic
    scheduled-service passenger revenues.

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

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

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

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

[^7]: ^\*^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS
    THIS SECTION.

[^8]: ^\*^ 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.

[^9]: ^\*^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS
    THIS SECTION.

[^10]: ^\*\*^ INCLUDES FIGURES FOR SUB-CATEGORIES.

[^11]: ^\*^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS
    THIS SECTION.

[^12]: ^\*^ COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 10 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.

[^13]: ^\*^ COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 10 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.