+-------------------------------+--------------------------------------+
| ![](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:** **JUNE 2001**                |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays April 2001               |
|                           | >                                        |
|                           | > 12 Months Ending April 2001            |
|                           | >                                        |
|                           | > Mishandled Baggage April 2001          |
|                           | >                                        |
|                           | > Oversales 1st Quarter 2001             |
|                           | >                                        |
|                           | > Consumer Complaints April 2001         |
|                           | >                                        |
|                           | > (Includes Disability Complaints)       |
+---------------------------+------------------------------------------+

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

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

**Section Page**

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

***Flight Delays***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

**Section Page**

***Mishandled Baggage***

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

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

***Oversales***

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

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

***Consumer Complaints***

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

**Complaint Tables 1-5** \...\...\...\.....22

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

**Rankings, Table 6** \...\...\...\.....27

**Complaint Categories** \...\...\...\.....28

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

**[INTRODUCTION]{.underline}**

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

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

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

NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA

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

![](media/image5.wmf)

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

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

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

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

In fulfilling DOT's data reporting requirements, the reporting air
carriers use automated and/or manual systems for collecting flight data.
Those using an automated system rely on the Aircraft Communication
Addressing and Reporting System (ACARS). Based on the latest information
available to DOT, of the 12 reporting air carriers, 4 (American,
Northwest, United and US Airways) use ACARS exclusively; 4 (Alaska,
Aloha, America West and Southwest) rely solely on their pilots, gate
agents and/or ground crews to record arrival times manually; and 4
(American Eagle, Continental, Delta and TWA) use a combination of ACARS
and manual reporting systems.

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

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

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

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

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

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

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

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

APRIL 2001

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/

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

ALOHA S/ 1 57.6 7 87.5

CONTINENTAL S/ 31 85.4 87 85.7

TRANS WORLD S/ 30 83.6 70 83.3

SOUTHWEST S/ 15 81.8 58 82.9

US AIRWAYS S/ 28 82.8 88 82.9

DELTA S/ 31 81.2 110 81.4

NORTHWEST S/ 32 79.7 115 80.6

AMERICAN S/ 32 78.8 94 78.9

AMERICA WEST S/ 26 72.9 52 73.5

UNITED S/ 31 71.4 99 71.5

AMERICAN EAGLE S/ 17 71.8 103 71.1

ALASKA S/ 8 68.4 36 71.0

T O T A L 78.8 79.3

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

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

and beginning with the December 2000 report, Aloha Airlines is the only
carrier that reports voluntarily. American Eagle reporting effective
January 2001.

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

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

APRIL 2001

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

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

CARRIER\* 04-06 2000 07-09 2000 10-12 2000 01-03 2001 02 2001 03 2001 04
2001 04 2001 09 1987 - 04 2001

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

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

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

ALASKA 70.9 (7) 70.2 (8) 64.5 (10) 63.5 (12) 62.1 (12) 62.1 (12) 71.0
(12) 67.4 (8) 76.0 (9)

ALOHA \-\-\-- \-- \-\-\-- \-- 90.6 (1) 85.3 (1) 79.5 (2) 82.0 (1) 87.5
(1) 87.9 \-\-- 87.9 \-\--

AMERICA WEST 66.6 (9) 66.4 (9) 64.1 (11) 68.7 (10) 68.0 (10) 69.7 (10)
73.5 (9) 66.8 (9) 78.3 (5)

AMERICAN 71.6 (6) 75.3 (6) 69.5 (7) 73.7 (7) 70.5 (7) 74.2 (8) 78.9 (8)
72.9 (7) 78.8 (3)

AMERICAN EAGLE \-\-\-- \-- \-\-\-- \-- \-\-\-- \-- 63.7 (11) 63.5 (11)
66.0 (11) 71.1 (11) 65.6 \-\-- 65.6 \-\--

CONTINENTAL 76.9 (3) 79.1 (2) 78.7 (2) 79.5 (2) 80.1 (1) 77.9 (5) 85.7
(2) 79.1 (1) 78.4 (4)

DELTA 78.0 (2) 77.2 (5) 68.7 (8) 73.2 (9) 73.3 (6) 73.4 (9) 81.4 (6)
74.4 (5) 77.3 (8)

NORTHWEST 78.3 (1) 79.6 (1) 72.2 (5) 79.1 (3) 74.7 (5) 81.2 (3) 80.6 (7)
77.3 (2) 79.7 (2)

SOUTHWEST 75.6 (4) 78.8 (3) 70.4 (6) 77.8 (4) 75.8 (4) 79.8 (4) 82.9 (4)
76.1 (3) 82.3 (1)

TRANS WORLD 74.4 (5) 78.7 (4) 73.3 (4) 76.1 (6) 69.2 (9) 81.7 (2) 83.3
(3) 75.8 (4) 77.8 (7)

UNITED 56.8 (10) 51.6 (10) 66.7 (9) 73.6 (8) 69.7 (8) 74.7 (7) 71.5 (10)
62.4 (10) 75.3 (10)

US AIRWAYS 70.7 (8) 70.9 (7) 73.3 (3) 77.3 (5) 78.6 (3) 75.2 (6) 82.9
(5) 73.9 (6) 78.1 (6)

TOTAL 72.0 72.7 70.6 74.5 72.7 75.2 79.3 72.9 78.2

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

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

and beginning with the December 2000 report, Aloha Airlines is the only
carrier that reports voluntarily. American Eagle reporting effective
January 2001.

APRIL 2001

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 664 81.6 1704 76.8 354 80.8 210 88.6 90 82.2 1023 80.7 766 74.9 13970
86.1

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

AS H/ H/ H/ H/ H/ H/ H/ H/

CO 566 88.9 697 80.2 283 89.0 104 88.5 H/ 596 87.9 381 82.7 594 88.2

DL 18082 82.5 2263 78.7 389 80.2 270 84.1 5205 89.9 1626 87.1 569 74.0
3565 83.5

HP 150 72.7 180 67.8 180 63.3 H/ H/ 150 78.0 236 72.9 172 79.7

MQ H/ 2443 67.9 150 58.7 H/ 175 58.3 380 66.1 H/ 6866 84.0

NW 557 81.0 499 71.9 378 77.5 227 83.3 26 92.3 601 79.5 360 71.4 479
75.8

TW 202 84.7 254 74.0 180 87.2 116 85.3 H/ 232 85.3 206 73.8 283 82.7

UA 560 76.8 1210 73.8 419 75.7 146 76.7 146 69.2 481 66.1 8563 75.9 700
70.4

US 600 78.3 2505 81.1 2490 85.3 9855 87.0 H/ 2978 87.1 299 77.9 325 76.6

WN H/ H/ 3684 87.7 H/ H/ H/ H/ H/

TOTAL 21381 82.3 11755 75.7 8507 84.3 10928 86.7 5642 88.2 8067 83.3
11380 75.8 26954 84.5

ARRIVAL AIRPORT

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

DTW EWR FLL IAD IAH JFK LAS LAX

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

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

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

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

AA 446 76.9 849 73.9 488 78.3 412 79.4 531 81.2 1065 83.2 689 78.7 3629
73.1

AQ H/ H/ H/ H/ H/ H/ 59 57.6 H/

AS H/ H/ H/ H/ H/ H/ 325 69.5 702 62.4

CO 348 86.2 6181 83.4 544 85.5 81 93.8 8518 90.6 56 87.5 446 78.9 613
69.7

DL 329 76.0 1066 73.9 1194 76.3 480 84.2 269 80.7 988 81.8 630 77.8 1380
67.9

HP 150 69.3 218 62.8 60 73.3 H/ 152 73.7 240 77.9 2447 70.9 727 70.3

MQ 101 38.6 188 50.0 H/ H/ H/ 1843 63.2 H/ 2624 69.6

NW 10060 85.4 551 79.1 192 82.3 283 79.5 398 79.1 120 75.0 360 62.5 563
67.3

TW 179 84.4 202 81.7 180 88.3 85 82.4 115 80.9 644 79.8 150 66.0 406
62.3

UA 300 75.3 826 70.5 91 74.7 2904 81.2 367 70.3 521 79.8 1108 71.5 5059
69.4

US 351 83.2 491 72.9 1018 82.6 390 84.9 326 73.6 H/ 184 75.5 508 62.8

WN 556 81.7 H/ 978 88.1 H/ 188 86.7 H/ 4896 80.5 3473 74.2

TOTAL 12820 83.9 10572 78.9 4745 82.0 4635 81.8 10864 87.9 5477 75.1
11294 75.9 19684 70.3

APRIL 2001

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 1821 69.6 638 85.6 120 90.8 3099 83.6 497 76.7 9134 72.7 260 77.7 677
74.3

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

AS H/ H/ H/ H/ H/ 30 70.0 1513 79.4 H/

CO 554 81.2 634 84.4 21 100.0 386 90.9 210 81.0 569 73.8 142 76.1 232
81.0

DL 2375 75.5 2436 81.9 H/ 424 84.0 330 77.6 707 65.2 419 82.3 625 78.7

HP H/ 60 71.7 H/ 60 78.3 119 61.3 240 58.3 176 72.2 150 73.3

MQ 1092 56.6 406 72.9 H/ 1344 75.7 H/ 4802 67.4 H/ 210 59.0

NW 635 71.7 481 82.1 403 82.4 258 81.8 9500 81.5 796 68.2 150 67.3 494
72.1

TW 197 74.6 330 88.8 H/ 329 92.7 279 79.2 309 73.8 119 73.1 167 80.8

UA 919 67.0 610 85.9 H/ 516 72.1 568 61.1 11901 70.0 925 67.5 731 70.2

US 2969 81.8 1644 83.2 116 83.6 511 83.6 238 81.9 634 63.6 H/ 7139 79.1

WN H/ 1594 90.8 3488 85.6 H/ H/ H/ 920 79.0 H/

TOTAL 10562 73.6 8833 84.3 4148 85.4 6927 82.0 11741 79.9 29122 70.1
4624 76.2 10425 77.4

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 735 72.2 90 91.1 740 73.0 557 75.2 1299 68.3 184 66.3 504 76.6 479
84.6

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

AS 380 58.4 H/ 357 66.4 3567 66.7 551 65.0 H/ H/ H/

CO 376 73.4 81 91.4 240 75.4 292 85.6 402 71.4 90 74.4 103 91.3 445 87.4

DL 629 75.0 240 82.5 450 72.7 508 72.2 720 65.1 4286 81.9 210 74.8 1147
81.7

HP 6600 75.9 H/ 365 71.0 209 71.3 329 58.4 124 68.5 60 71.7 60 78.3

MQ H/ 326 62.9 1050 69.8 H/ H/ H/ H/ 171 77.2

NW 360 54.7 171 71.9 210 67.6 506 63.2 416 57.2 90 65.6 373 83.1 389
69.2

TW 180 66.1 167 86.2 120 63.3 150 74.7 240 56.7 90 75.6 9395 87.1 180
86.1

UA 921 71.1 171 71.9 951 68.6 1308 67.4 6066 64.9 466 75.1 243 72.4 300
69.3

US 330 66.1 7902 86.9 210 65.7 240 81.3 396 59.3 H/ 270 82.6 1260 79.4

WN 5190 78.3 H/ 2264 79.4 1084 75.6 H/ 1148 81.7 2399 82.9 1597 86.9

TOTAL 15701 74.9 9148 85.4 6957 73.0 8421 69.9 10419 64.7 6478 80.3
13557 85.3 6028 81.8

APRIL 2001

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 90.0 86.3 73.3 100.0 89.9 J/ 92.0 81.1 90.3 84.6 J/ 86.7
96.3 83.5 97.6 92.4 90.5 87.8

700 - 759 AM 89.0 87.4 92.4 94.8 90.9 92.3 85.8 88.5 91.0 88.5 93.9 90.0
93.5 81.3 93.9 93.9 85.5 81.7

800 - 859 AM 81.3 75.3 90.0 89.3 96.4 82.9 79.1 87.9 92.3 90.4 92.3 90.2
94.3 78.3 85.8 87.3 77.3 94.1

900 - 959 AM 84.9 84.5 88.4 83.3 90.8 88.1 84.7 84.0 84.9 95.1 93.8 82.5
92.4 85.9 88.6 79.3 81.9 88.6

1000 - 1059 AM 85.5 82.3 93.2 88.3 95.2 89.5 75.8 89.6 84.2 89.7 89.7
90.2 90.5 76.2 76.3 71.7 76.9 91.0

1100 - 1159 AM 86.4 82.4 88.9 86.7 88.9 87.2 79.1 84.0 83.8 88.0 81.4
83.8 89.9 67.3 80.1 61.9 78.2 90.2

1200 - 1259 PM 85.7 83.3 89.9 89.0 76.3 89.2 73.9 81.7 89.2 82.3 90.0
85.0 91.5 58.3 73.7 67.6 75.5 85.5

100 - 159 PM 81.8 83.9 91.2 79.3 92.3 87.2 74.6 86.5 82.0 85.9 84.0 82.9
90.0 78.1 77.1 69.4 77.0 85.5

200 - 259 PM 81.2 77.2 86.1 86.7 83.3 81.0 75.8 82.4 85.1 76.2 83.8 83.1
88.2 65.3 71.9 66.8 79.8 85.9

300 - 359 PM 84.4 76.7 86.8 88.5 82.5 84.2 77.3 85.4 87.3 75.4 83.9 86.5
85.0 77.2 76.7 69.0 78.9 89.0

400 - 459 PM 81.3 76.3 84.1 83.5 85.6 85.4 74.0 84.5 85.0 75.2 76.6 80.8
83.5 81.7 66.1 69.1 75.5 89.0

500 - 559 PM 82.8 73.0 85.0 87.5 88.3 79.7 75.3 80.2 80.7 73.6 84.1 81.0
80.2 76.5 71.4 72.7 67.2 81.3

600 - 659 PM 81.5 68.5 82.2 86.3 85.8 80.5 72.2 82.8 79.7 71.3 77.4 81.6
83.1 76.4 70.5 66.8 71.4 83.9

700 - 759 PM 78.1 64.3 74.4 83.9 91.3 77.7 72.2 81.9 78.9 75.5 81.2 85.4
88.5 67.0 79.8 61.2 62.4 77.9

800 - 859 PM 76.8 61.3 79.6 84.7 67.8 78.8 70.9 84.2 77.1 68.8 78.1 76.6
86.9 63.2 68.9 67.7 63.7 77.4

900 - 959 PM 77.0 66.7 80.4 83.6 87.9 74.7 74.3 84.7 82.9 72.6 75.5 76.5
84.0 70.7 70.7 61.4 68.8 78.6

1000 - 1059 PM 82.9 71.6 75.7 84.2 73.3 79.8 70.1 80.8 83.1 75.0 69.7
78.2 74.9 73.6 70.2 62.1 67.5 74.7

1100 - 559 AM 82.0 78.4 78.0 83.0 75.3 80.3 70.8 83.8 80.5 79.5 79.2
80.3 82.1 74.7 72.1 73.4 72.5 78.9

TOTAL, ALL ARRIVALS,

BY AIRPORT 82.3 75.7 84.3 86.7 88.2 83.3 75.8 84.5 83.9 78.9 82.0 81.8
87.9 75.1 75.9 70.3 73.6 84.3

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 90.5 83.3 91.6 83.1 J/ 84.2 89.9 88.5 96.2 80.2 75.0 J/
89.3 86.7 87.4

700 - 759 AM 93.3 83.3 83.8 78.3 92.7 87.3 91.8 95.6 87.6 91.7 91.0 89.4
91.7 85.0 88.4

800 - 859 AM 89.7 78.6 85.4 79.3 86.4 83.4 85.2 88.2 93.0 81.6 85.5 95.3
91.1 97.3 86.4

900 - 959 AM 93.7 87.9 82.1 79.6 89.0 81.6 74.6 81.1 89.5 82.0 78.3 85.0
90.0 91.3 84.1

1000 - 1059 AM 91.2 89.9 80.7 74.0 82.2 84.3 79.5 89.4 76.0 74.7 61.3
80.9 87.6 88.2 82.2

1100 - 1159 AM 90.0 83.3 82.5 73.1 88.8 86.7 82.5 83.3 75.2 72.3 65.1
83.3 86.6 84.5 80.9

1200 - 1259 PM 85.4 85.3 88.2 76.7 85.1 84.0 74.2 83.3 70.6 76.6 61.4
79.1 87.8 82.5 80.8

100 - 159 PM 88.8 76.9 84.8 71.4 76.7 76.8 72.8 87.5 76.3 72.6 61.6 82.5
87.4 87.2 81.0

200 - 259 PM 85.1 84.9 78.1 65.7 72.2 78.2 80.5 88.4 67.1 77.6 65.5 76.6
86.3 84.8 78.2

300 - 359 PM 85.2 79.7 79.7 68.6 68.4 73.7 71.5 88.5 74.2 68.5 66.1 80.2
82.9 85.1 78.8

400 - 459 PM 81.3 83.9 76.1 65.1 74.8 77.7 71.5 84.7 67.8 67.3 66.2 71.7
82.6 84.3 78.3

500 - 559 PM 84.6 78.3 77.3 65.0 69.7 72.9 69.4 75.6 73.9 63.0 62.5 77.8
81.5 79.9 75.5

600 - 659 PM 81.3 79.6 76.3 62.3 67.5 70.7 67.4 77.1 66.3 59.1 65.0 79.7
82.4 76.4 75.2

700 - 759 PM 82.3 78.1 72.4 60.3 67.9 65.8 72.4 83.9 69.5 61.5 59.9 80.2
83.7 75.9 74.0

800 - 859 PM 77.3 76.3 70.8 59.0 69.6 72.2 66.5 80.2 65.6 60.2 54.6 85.0
81.0 79.4 72.1

900 - 959 PM 81.2 80.5 78.5 63.6 71.8 70.3 72.0 84.4 64.3 65.0 59.8 73.6
81.4 74.4 74.8

1000 - 1059 PM 75.0 78.9 76.9 68.5 74.7 74.3 67.4 81.5 70.6 64.5 57.4
65.7 75.6 79.1 73.3

1100 - 559 AM 81.9 80.7 75.5 77.8 76.0 78.9 69.5 78.8 68.8 73.3 61.0
80.1 82.1 75.0 76.9

TOTAL, ALL ARRIVALS,

BY AIRPORT 85.4 82.0 79.9 70.1 76.2 77.4 74.9 85.4 73.0 69.9 64.7 80.3
85.3 81.8 78.8

APRIL 2001

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 90.3 92.5 96.1 93.9 78.2 94.6 88.5 90.8 86.8 94.4 92.2 91.7
96.4 93.5 93.0 91.2 91.9 94.9

700 - 759 AM 92.1 88.3 94.6 92.1 94.6 92.2 86.2 87.6 86.7 91.8 94.8 92.8
96.3 81.2 93.4 87.3 85.7 92.9

800 - 859 AM 87.4 80.8 92.6 92.8 91.1 87.0 84.3 86.4 86.3 91.0 91.1 92.2
92.8 84.5 90.9 87.0 85.7 91.7

900 - 959 AM 80.8 81.2 88.2 88.5 93.3 88.4 82.5 84.7 88.1 88.0 93.5 83.4
93.8 82.1 84.4 85.6 85.6 91.1

1000 - 1059 AM 85.9 85.9 91.7 86.7 92.6 90.2 79.5 86.9 82.3 91.9 90.7
86.4 93.7 81.0 76.1 80.1 82.9 91.1

1100 - 1159 AM 82.9 81.1 86.6 82.8 92.4 90.5 77.0 84.6 84.2 87.5 82.7
89.0 91.4 79.9 75.2 72.2 81.5 90.1

1200 - 1259 PM 83.3 85.0 89.2 84.2 91.6 87.2 76.8 84.3 79.5 87.4 80.0
88.9 90.9 77.4 75.4 69.7 78.2 89.1

100 - 159 PM 79.7 80.1 86.4 84.1 87.2 90.3 75.9 81.3 83.0 86.8 91.3 83.9
91.0 50.8 70.7 70.6 77.5 84.8

200 - 259 PM 81.0 79.9 81.9 75.8 86.6 84.8 75.3 84.0 75.8 84.5 83.5 85.2
87.0 79.6 71.3 72.4 79.0 84.8

300 - 359 PM 76.7 74.2 81.8 77.7 91.8 86.4 71.0 82.9 80.5 76.4 73.3 78.9
88.5 72.0 65.8 71.9 82.0 83.5

400 - 459 PM 77.5 71.5 79.9 81.8 85.5 79.6 76.0 75.8 73.4 78.4 83.2 77.6
87.7 70.2 67.7 72.5 76.4 86.7

500 - 559 PM 75.2 70.9 76.3 80.4 80.0 89.0 71.9 79.5 81.8 76.9 79.2 72.8
83.6 76.3 67.5 70.0 79.1 89.0

600 - 659 PM 77.4 72.0 77.7 76.7 81.5 80.2 73.0 73.1 77.5 71.6 73.3 75.6
84.3 73.7 66.5 73.5 72.9 82.4

700 - 759 PM 79.0 62.6 75.1 83.8 84.7 81.6 74.7 81.6 77.1 75.0 78.0 77.5
83.0 73.3 70.0 66.2 74.3 85.3

800 - 859 PM 79.0 65.1 74.4 88.6 89.0 77.9 70.2 83.4 83.4 76.0 75.2 87.1
87.1 66.7 76.1 73.6 68.2 79.4

900 - 959 PM 76.7 62.8 71.8 84.0 92.2 89.9 71.4 85.2 81.1 63.8 73.2 73.7
90.2 70.9 71.4 74.1 68.4 82.4

1000 - 1059 PM 77.4 76.9 42.3 89.1 91.3 J/ 82.9 90.1 80.9 84.6 J/ J/
89.0 82.8 77.1 80.2 66.7 96.7

1100 - 559 AM 88.8 89.8 89.7 58.6 J/ J/ 90.4 94.6 93.3 95.3 93.3 J/ 96.7
83.6 80.8 86.8 91.2 J/

TOTAL, ALL DEPARTURES,

BY AIRPORT 81.4 78.1 84.3 84.8 89.1 86.8 77.0 83.8 82.0 83.5 84.2 82.1
89.7 77.2 77.0 77.3 79.9 87.9

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 97.7 91.6 94.2 90.6 93.1 92.1 93.4 88.7 93.7 93.5 92.2 96.2
90.2 94.4 92.2

700 - 759 AM 93.7 88.4 89.3 85.0 92.4 90.2 90.8 90.9 92.9 89.6 89.7 92.7
90.8 94.2 90.2

800 - 859 AM 88.7 83.7 81.3 83.0 87.7 87.0 87.4 91.8 92.0 86.6 84.5 87.5
91.0 92.8 87.3

900 - 959 AM 89.5 93.9 85.8 80.2 89.0 82.6 80.7 91.3 89.3 84.7 85.3 94.3
89.5 90.5 86.0

1000 - 1059 AM 89.3 79.9 84.1 80.2 86.0 81.0 78.8 86.7 80.5 81.5 76.7
86.4 88.9 89.4 84.4

1100 - 1159 AM 83.3 87.2 83.1 76.1 83.0 85.5 81.3 90.0 76.0 73.4 71.7
86.5 86.8 83.8 82.1

1200 - 1259 PM 81.0 83.7 83.9 73.3 82.5 84.9 73.9 91.6 78.6 76.6 70.8
73.4 85.0 83.5 80.7

100 - 159 PM 83.8 83.8 85.8 76.2 83.9 85.0 73.8 74.7 69.5 75.5 69.0 83.2
86.5 82.2 80.2

200 - 259 PM 76.7 77.5 83.6 67.9 86.0 76.2 73.4 87.5 74.4 78.4 69.3 84.0
84.8 86.3 79.9

300 - 359 PM 75.3 78.4 77.5 66.7 72.6 74.3 70.1 69.1 70.8 74.9 71.2 78.7
83.3 81.5 76.3

400 - 459 PM 69.5 75.1 79.4 66.8 70.0 74.5 74.3 87.3 73.7 76.9 75.9 81.0
82.8 81.5 76.4

500 - 559 PM 78.3 81.4 77.6 61.2 79.1 73.4 72.3 79.3 68.0 70.0 65.8 80.6
79.8 85.2 76.2

600 - 659 PM 73.3 70.3 77.6 63.2 74.8 71.1 67.6 75.6 69.2 64.1 71.4 78.2
81.3 78.4 73.4

700 - 759 PM 74.5 79.8 79.0 60.6 70.4 72.6 69.8 80.2 71.3 64.6 69.7 80.8
76.6 85.0 75.2

800 - 859 PM 68.5 81.5 71.5 59.9 76.5 75.5 73.0 86.1 66.3 58.0 64.4 79.5
82.1 80.8 75.9

900 - 959 PM 69.6 87.8 J/ 61.1 60.0 76.1 73.2 85.1 72.3 71.3 75.1 80.6
82.0 74.4 76.2

1000 - 1059 PM J/ 94.4 80.6 66.0 96.7 J/ 82.7 87.1 88.7 79.0 79.8 85.6
84.0 84.6 82.8

1100 - 559 AM J/ 86.7 91.9 92.0 92.1 100.0 93.1 J/ 93.3 88.1 84.6 86.2
81.4 100.0 86.4

TOTAL, ALL DEPARTURES,

BY AIRPORT 81.8 82.9 82.0 72.2 83.6 79.9 77.8 86.3 79.4 78.5 76.7 84.3
85.0 86.2 81.1

> APRIL 2001
>
> 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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> MQ 4527 DTW-LGA 1415 26 84.62 57 52
>
> DL 323 ATL-FLL 2035 30 83.33 48 24
>
> MQ 4549 LGA-CMH 2040 21 80.95 49 43
>
> MQ 4508 LGA-DTW 1155 25 80.00 48 46
>
> DL 1466 FLL-ATL 1130 30 80.00 30 23
>
> APRIL 2001
>
> 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 435 5 1.1
>
> AMERICAN EAGLE 1440 13 0.9
>
> ALOHA 174 1 0.6
>
> AMERICA WEST 603 2 0.3
>
> UNITED 2111 7 0.3
>
> DELTA 2423 5 0.2
>
> SOUTHWEST 2764 3 0.1
>
> CONTINENTAL 1169 1 0.1
>
> NORTHWEST 1568 1 0.1
>
> US AIRWAYS 2081 1 0.0
>
> AMERICAN 2113 1 0.0
>
> TRANS WORLD 714 0 0.0
>
> TOTAL 17,595 40 0.2

APRIL 2001

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) 83.2 88.8 232 232 DUBUQUE, IA. (DBQ) 49.5 65.8 109
111

AGUADILLA, P.R. (BQN) 80.0 100.0 30 30 DULUTH, MN. (DLH) 73.8 77.2 168
167

AKRON/CANTON, OH. (CAK) 90.7 91.9 86 86 DURANGO, CO. (DRO) 100.0 1

ALBANY, N.Y. (ALB) 81.1 87.8 1,383 1,384 DUTCH HARBOR, AK. (DUT) 84.4
65.6 32 32

ALBUQUERQUE, N.M. (ABQ) 81.3 83.9 3,010 3,010 EAGLE, CO. (EGE) 47.1 78.9
17 19

ALLENTOWN, PA. (ABE) 80.8 85.4 527 527 EL PASO, TX. (ELP) 80.0 85.2
1,829 1,832

AMARILLO, TX. (AMA) 82.7 90.5 543 545 ELMIRA, N.Y. (ELM) 89.7 94.0 116
116

ANCHORAGE, AK. (ANC) 76.7 86.6 1,444 1,438 ERIE, PA. (ERI) 94.2 98.3 120
120

ASHEVILLE, N.C. (AVL) 79.2 94.2 120 120 EUGENE, OR. (EUG) 67.1 79.8 173
173

ATLANTA, GA. (ATL) 82.3 81.4 21,381 21,401 EVANSVILLE, IN. (EVV) 70.8
75.2 137 137

ATLANTIC CITY, N.J. (ACY) 1 FAIRBANKS, AK. (FAI) 83.7 89.1 404 402

AUSTIN, TX. (AUS) 82.8 87.4 3,730 3,732 FARGO, N.D. (FAR) 88.8 90.4 116
115

BAKERSFIELD, CA. (BFL) 70.0 78.9 180 180 FAYETTEVILLE ARKANSAS REG (XNA)
75.6 78.9 495 494

BALTIMORE, MD. (BWI) 84.3 84.3 8,507 8,504 FAYETTEVILLE, N.C. (FAY) 90.0
93.3 60 60

BANGOR, ME. (BGR) 54.3 66.0 291 291 FLINT, MI. (FNT) 81.9 92.2 116 115

BARROW, AK. (BRW) 90.4 90.4 73 73 FRESNO, CA. (FAT) 75.9 80.5 266 266

BATON ROUGE, LA. (BTR) 77.1 86.1 506 505 FT. LAUDERDALE, FL. (FLL) 82.0
84.2 4,745 4,747

BEAUMONT/PORT ARTHUR, TX (BPT) 88.4 92.5 146 146 FT. MYERS, FL. (RSW)
84.1 88.8 1,804 1,806

BETHEL, AK. (BET) 80.0 81.1 90 90 FT. SMITH, AR. (FSM) 82.8 90.1 232 232

BILLINGS, MT. (BIL) 83.6 89.3 299 299 FT. WAYNE, IN. (FWA) 69.8 76.3 258
257

BINGHAMTON, N.Y. (BGM) 80.0 93.3 60 60 GRAND FORKS, N.D. (GFK) 70.0 93.3
30 30

BIRMINGHAM, AL. (BHM) 86.0 88.9 1,610 1,613 GRAND RAPIDS, MI. (GRR) 72.6
82.4 980 980

BISMARCK, N.D. (BIS) 77.6 93.9 116 115 GREAT FALLS, MT. (GTF) 90.6 92.8
180 180

BLOOMINGTON, IL. (BMI) 66.4 73.3 116 116 GREEN BAY, WI. (GRB) 74.2 82.1
364 364

BOISE, ID. (BOI) 80.3 86.2 1,021 1,022 GREENSBORO/HIGH PT., N.C. (GSO)
79.3 85.4 1,368 1,367

BOSTON, MA. (BOS) 75.7 78.1 11,755 11,754 GREENVILLE/SPARTBG., S.C.
(GSP) 79.7 86.2 669 669

BOZEMAN, MT. (BZN) 80.8 93.4 120 121 GULFPORT/BILOXI, MS. (GPT) 87.8
93.3 90 90

BRISTOL, TN. (TRI) 93.3 95.0 60 60 GUNNISON, CO. (GUC) 100.0 100.0 1 2

BROWNSVILLE, TX. (BRO) 80.8 100.0 26 25 HARLINGEN, TX. (HRL) 83.4 88.6
446 446

BUFFALO, N.Y. (BUF) 80.0 84.8 1,824 1,828 HARRISBURG, PA. (MDT) 79.8
86.2 564 565

BURBANK, CA. (BUR) 75.9 77.6 2,237 2,237 HARTFORD, CT./SPGFLD, MA. (BDL)
81.4 87.1 3,130 3,134

BURLINGTON, VT. (BTV) 72.4 82.2 471 471 HELENA, MT. (HLN) 91.7 93.3 60
60

CEDAR RAPIDS/IOWA CTY,IA. (CID) 74.7 83.0 553 552 HILO, HAWAII, HI.
(ITO) 84.8 88.1 420 420

CHAMPAIGN, IL. (CMI) 68.3 73.8 142 141 HONOLULU, OAHU, HI. (HNL) 85.2
89.5 3,288 3,293

CHARLESTON, S.C. (CHS) 83.1 89.9 575 575 HOUSTON, TX. (HOU) 84.0 81.1
5,019 5,022

CHARLESTON, W.V. (CRW) 91.1 91.1 90 90 HOUSTON, TX. (IAH) 87.9 89.7
10,864 10,863

CHARLOTTE, N.C. (CLT) 86.7 84.8 10,928 10,931 HUNTSVILLE/DECATUR, AL.
(HSV) 81.6 86.5 532 532

CHATTANOOGA, TN. (CHA) 77.7 84.6 175 175 INDIANAPOLIS, IN. (IND) 80.5
85.5 3,210 3,209

CHICAGO, IL. (MDW) 85.4 81.8 4,148 4,149 INDIO/PALM SPRINGS, CA. (PSP)
71.6 79.1 920 925

CHICAGO, IL. (ORD) 70.1 72.2 29,122 29,119 ISLIP/LONG IS., N.Y. (ISP)
82.8 84.4 965 964

CINCINNATI, OH. (CVG) 88.2 89.1 5,642 5,647 ITHACA, N.Y. (ITH) 92.2 95.7
116 116

CLEVELAND, OH. (CLE) 81.2 87.3 4,897 4,897 JACKSON/VICKSBURG, MS. (JAN)
84.3 89.4 859 861

COLLEGE STATION, TX. (CLL) 86.2 92.4 210 210 JACKSON, WY. (JAC) 100.0
100.0 1 2

COLORADO SPRINGS, CO. (COS) 75.8 87.6 972 970 JACKSONVILLE, FL. (JAX)
82.6 87.3 2,347 2,348

COLUMBIA, S.C. (CAE) 85.4 91.3 322 322 JUNEAU, AK. (JNU) 78.5 78.7 302
301

COLUMBUS, OH. (CMH) 78.9 84.4 3,293 3,294 KAHULUI, MAUI, HI. (OGG) 83.9
87.0 1,405 1,405

CORDOVA, AK. (CDV) 76.7 81.7 60 60 KALAMAZOO, MI. (AZO) 66.5 76.7 236
236

CORPUS CHRISTI, TX. (CRP) 79.1 87.7 464 462 KALISPELL, MT. (FCA) 90.0
90.0 120 120

DALLAS/FT. WORTH, TX. (DAL) 85.4 81.6 4,106 4,107 KANSAS CITY, MO. (MCI)
81.2 85.4 5,215 5,211

DALLAS/FT. WORTH, TX. (DFW) 84.5 83.8 26,954 26,923 KETCHIKAN, AK. (KTN)
78.0 86.8 182 182

DAYTON, OH. (DAY) 74.8 85.4 913 913 KEY WEST, FL. (EYW) 71.1 81.6 305
305

DAYTONA BEACH, FL. (DAB) 78.0 83.3 150 150 KILLEEN, TX. (ILE) 82.3 89.5
266 266

DEADHORSE, AK. (SCC) 90.0 90.0 30 30 KING SALMON, AK. (AKN) 81.8 81.8 11
11

DENVER, CO. (DEN) 75.8 77.0 11,380 11,375 KNOXVILLE, TN. (TYS) 86.7 92.0
502 503

DES MOINES, IA. (DSM) 70.0 79.9 714 713 KODIAK, AK. (ADQ) 73.3 78.3 60
60

DETROIT, MI. (DTW) 83.9 82.0 12,820 12,821 KONA, HAWAII., HI. (KOA) 86.6
91.9 744 741

DILLINGHAM, AK. (DLG) 81.8 81.8 11 11 KOTZEBUE, AK. (OTZ) 78.1 76.7 73
73

APRIL 2001

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.

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

LA CROSSE, WI. (LSE) 66.1 66.7 121 120 PROVIDENCE, R.I. (PVD) 83.0 87.4
2,513 2,510

LAFAYETTE, LA. (LFT) 81.9 90.1 182 181 RALEIGH/DURHAM, N.C. (RDU) 83.0
86.6 2,997 2,993

LANSING, MI. (LAN) 80.6 88.6 201 201 RAPID CITY, S.D. (RAP) 79.4 82.2
107 107

LAREDO, TX. (LRD) 77.5 84.2 120 120 RENO, NV. (RNO) 76.4 81.3 2,212
2,211

LAS VEGAS, NV. (LAS) 75.9 77.0 11,294 11,288 RICHMOND, VA. (RIC) 79.6
84.4 1,615 1,616

LAWTON, OK. (LAW) 75.6 87.8 180 180 ROANOKE, VA. (ROA) 86.1 91.7 180 180

LEXINGTON/FRKFT, KY. (LEX) 89.0 95.5 264 265 ROCHESTER, MN. (RST) 72.9
82.6 199 201

LIHUE, KAUAI, HI. (LIH) 87.1 92.4 776 775 ROCHESTER, N.Y. (ROC) 75.9
81.9 1,477 1,475

LINCOLN, NE. (LNK) 76.9 81.5 173 173 SACRAMENTO, CA. (SMF) 77.0 79.9
3,297 3,297

LITTLE ROCK, AR. (LIT) 83.1 90.9 1,337 1,337 SAGINAW, MI. (MBS) 80.5
86.7 329 330

LONG BEACH, CA. (LGB) 78.7 90.1 253 252 SALT LAKE CITY, UT. (SLC) 80.3
84.3 6,478 6,460

LONGVIEW, TX. (GGG) 85.3 90.0 150 150 SAN ANGELO, TX. (SJT) 86.3 92.2
205 206

LOS ANGELES, CA. (LAX) 70.3 77.3 19,684 19,679 SAN ANTONIO, TX. (SAT)
82.6 88.3 3,145 3,145

LOUISVILLE, KY. (SDF) 87.2 91.3 1,750 1,749 SAN DIEGO, CA. (SAN) 73.0
79.4 6,957 6,959

LUBBOCK, TX. (LBB) 81.1 86.7 725 724 SAN FRANCISCO, CA. (OAK) 76.1 75.8
5,292 5,291

MADISON, WI. (MSN) 72.5 80.1 553 552 SAN FRANCISCO, CA. (SFO) 64.7 76.7
10,419 10,415

MANCHESTER, N.H. (MHT) 84.5 88.5 1,356 1,354 SAN JOSE, CA. (SJC) 73.3
78.2 6,202 6,199

MARQUETTE, MI. (MQT) 60.0 86.2 30 29 SAN JUAN, P.R. (SJU) 80.2 83.4
2,469 2,471

MEDFORD, OR. (MFR) 78.2 77.3 110 110 SAN LUIS OBISPO, CA. (SBP) 68.0
74.8 206 206

MELBOURNE, FL. (MLB) 83.3 90.7 150 150 SANTA BARBARA, CA. (SBA) 77.9
75.9 526 526

MEMPHIS, TN. (MEM) 86.0 84.3 4,831 4,830 SARASOTA/BRAD., FL. (SRQ) 83.7
87.8 496 498

MIAMI, FL. (MIA) 82.0 82.9 6,927 6,926 SAVANNAH, GA. (SAV) 80.9 90.9 559
559

MIDLAND/ODESSA, TX. (MAF) 78.6 84.5 621 621 SCRANTON/WILKES-BARRE,PA.
(AVP) 80.0 93.3 120 120

MILWAUKEE, WI. (MKE) 74.2 85.4 1,563 1,565 SEATTLE, WA. (SEA) 69.9 78.5
8,421 8,417

MINNEAPLS/ST.P, MN. (MSP) 79.9 82.0 11,741 11,749 SHREVEPORT, LA. (SHV)
78.8 86.6 538 539

MINOT, N.D. (MOT) 77.8 87.8 90 90 SIOUX CITY, IA. (SUX) 78.6 92.7 56 55

MISSION/MCALLEN, TX. (MFE) 84.2 93.8 322 321 SIOUX FALLS, S.D. (FSD)
83.1 92.8 266 265

MISSOULA, MT. (MSO) 82.7 91.3 150 149 SITKA, AK. (SIT) 73.3 86.7 90 90

MOBILE,AL./PASCAGOULA,MS. (MOB) 79.6 86.9 357 359 SOUTH BEND, IN. (SBN)
85.4 92.7 137 137

MOLINE, IL. (MLI) 89.0 92.4 146 145 SPOKANE, WA. (GEG) 74.3 82.9 1,024
1,024

MONROE, LA. (MLU) 79.9 92.7 179 178 SPRINGFIELD, MO. (SGF) 81.9 90.2 442
441

MONTEREY, CA. (MRY) 74.4 76.1 180 180 ST. CROIX, V.I. (STX) 88.3 86.7 60
60

MONTROSE, CO. (MTJ) 100.0 87.5 8 8 ST. LOUIS, MO. (STL) 85.3 85.0 13,557
13,569

MYRTLE BEACH, S.C. (MYR) 73.7 83.0 247 247 ST. THOMAS, V.I. (STT) 83.2
88.7 292 292

NAPLES, FL. (APF) 77.6 80.0 58 60 STEAMBOAT SPRINGS, CO. (HDN) 100.0
100.0 2 3

NASHVILLE, TN. (BNA) 86.0 87.9 4,764 4,766 SYRACUSE, N.Y. (SYR) 80.1
86.9 1,047 1,049

NEW ORLEANS, LA. (MSY) 84.8 88.6 4,388 4,392 TALLAHASSEE, FL. (TLH) 78.3
91.7 120 120

NEW YORK, N.Y. (JFK) 75.1 77.2 5,477 5,471 TAMPA, FL. (TPA) 81.8 86.2
6,028 6,036

NEW YORK, N.Y. (LGA) 73.6 79.9 10,562 10,560 TEXARKANA, AR. (TXK) 81.5
89.0 146 145

NEWARK, N.J. (EWR) 78.9 83.5 10,572 10,565 TOLEDO, OH. (TOL) 71.4 79.0
206 205

NEWBURGH, N.Y. (SWF) 78.9 87.8 90 90 TRAVERSE CITY, MI. (TVC) 72.5 77.2
178 180

NOME, AK. (OME) 76.6 72.7 77 77 TUCSON, AZ. (TUS) 78.2 84.2 1,667 1,667

NORFOLK/VA. BEACH, VA. (ORF) 77.9 84.7 1,501 1,500 TULSA, OK. (TUL) 82.2
87.1 1,913 1,913

OKLAHOMA CITY, OK. (OKC) 79.3 84.6 1,875 1,876 TYLER, TX. (TYR) 87.8
91.5 270 270

OMAHA, NE. (OMA) 78.1 83.6 1,594 1,593 VALPARAISO, FL. (VPS) 86.7 90.8
120 120

ONTARIO, CA. (ONT) 78.1 82.8 3,005 3,020 WACO, TX. (ACT) 87.5 90.0 232
231

ORANGE COUNTY, CA. (SNA) 75.8 81.0 3,559 3,555 WASHINGTON, D.C. (DCA)
83.3 86.8 8,067 8,063

ORLANDO, FL. (MCO) 84.3 87.9 8,833 8,838 WASHINGTON, D.C. (IAD) 81.8
82.1 4,635 4,632

PASCO, WA. (PSC) 84.4 92.2 90 90 WEST PALM BEACH, FL. (PBI) 78.7 84.8
2,463 2,464

PENSACOLA, FL. (PNS) 85.0 91.9 446 446 WHITE PLAINS, N.Y. (HPN) 73.3
78.8 643 643

PEORIA, IL. (PIA) 67.8 75.3 146 146 WICHITA FALLS, TX. (SPS) 79.9 83.8
179 179

PETERSBURG, AK. (PSG) 76.7 80.0 60 60 WICHITA, KS. (ICT) 80.8 88.6 686
686

PHILADELPHIA, PA. (PHL) 77.4 79.9 10,425 10,423 WILMINGTON, N.C. (ILM)
92.2 92.2 180 180

PHOENIX, AZ. (PHX) 74.9 77.8 15,701 15,711 WORCESTER, MA. (ORH) 49.4
67.8 89 90

PITTSBURGH, PA. (PIT) 85.4 86.3 9,148 9,152 WRANGELL, AK. (WRG) 75.0
85.0 60 60

PORTLAND, ME. (PWM) 75.9 82.1 841 840 YAKUTAT, AK. (YAK) 75.0 81.7 60 60

PORTLAND, OR. (PDX) 76.2 83.6 4,624 4,628

APRIL 2001

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 S/ 17 24164 1236 5.1 104 41858 2185 5.2

UNITED S/ 31 49995 1970 3.9 99 61722 2350 3.8

AMERICAN S/ 32 47715 1450 3.0 98 62332 1727 2.8

DELTA S/ 31 53785 1114 2.1 110 72243 1432 2.0

AMERICA WEST S/ 26 13611 274 2.0 53 17832 365 2.0

TRANS WORLD S/ 30 15687 322 2.1 70 20799 422 2.0

NORTHWEST S/ 32 30891 634 2.1 114 45488 842 1.9

US AIRWAYS S/ 28 46178 829 1.8 88 61582 1061 1.7

ALASKA S/ 8 7433 98 1.3 36 12791 195 1.5

ALOHA S/ 1 59 0 N/A 7 5344 47 0.9

SOUTHWEST S/ 15 33470 225 0.7 58 79095 579 0.7

CONTINENTAL S/ 31 24787 170 0.7 87 33101 209 0.6

T O T A L 347,775 8,322 2.4 514,187 11,414 2.2

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

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

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

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

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

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

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

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

**H** Carrier did not serve airport.

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

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

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

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

**V** Carrier reported data voluntarily.

**[APPENDIX]{.underline}**

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

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

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

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***APRIL***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            | *   |        |       |   | **A  |        |       |
|   |            | *AP |        |       |   | PRIL |        |       |
|   |            | RIL |        |       |   | 20   |        |       |
|   |            | 200 |        |       |   | 00** |        |       |
|   |            | 1** |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| # | #####      | *   | **EN   | *     |   | **T  | **EN   | *     |
| # | ## AIRLINE | *TO | PLANED | *REPO |   | OTAL | PLANED | *REPO |
| # |            | TAL | PASSEN | RTS** |   | BAG  | PASSEN | RTS** |
| # |            | B   | GERS** |       |   | GAGE | GERS** |       |
| # |            | AGG |        | **PER |   | R    |        | **PER |
| # |            | AGE |        | 1,000 |   | EPOR |        | 1,000 |
| # |            | REP |        | PA    |   | TS** |        | PA    |
|   |            | ORT |        | SSENG |   |      |        | SSENG |
| R |            | S** |        | ERS** |   |      |        | ERS** |
| A |            |     |        |       |   |      |        |       |
| N |            |     |        |       |   |      |        |       |
| K |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | ALASKA     | 2,  | 1,0    | **2   |   | 2    | 9      | **2   |
|   | AIRLINES   | 799 | 07,504 | .78** |   | ,615 | 43,845 | .77** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 2 | C          | 12, | 3,4    | **3   |   | 12   | 3,0    | **4   |
|   | ONTINENTAL | 898 | 13,351 | .78** |   | ,674 | 98,177 | .09** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 3 | AMERICA    | 6,  | 1,7    | **3   |   | 9    | 1,5    | **5   |
|   | WEST       | 710 | 57,949 | .82** |   | ,257 | 93,201 | .81** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 4 | NORTHWEST  | 16, | 4,2    | **3   |   | 17   | 4,0    | **4   |
|   | AIRLINES   | 153 | 04,647 | .84** |   | ,106 | 31,346 | .24** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 5 | AMERICAN   | 23, | 5,9    | **3   |   | 29   | 5,8    | **5   |
|   | AIRLINES   | 804 | 62,369 | .99** |   | ,236 | 26,188 | .02** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 6 | US AIRWAYS | 22, | 5,2    | **4   |   | 21   | 4,9    | **4   |
|   |            | 103 | 86,711 | .18** |   | ,034 | 03,202 | .29** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 7 | DELTA AIR  | 34, | 8,1    | **4   |   | 33   | 8,7    | **3   |
|   | LINES      | 510 | 83,378 | .22** |   | ,439 | 76,696 | .81** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 8 | TRANS      | 9,  | 2,0    | **4   |   | 9    | 2,1    | **4   |
|   | WORLD      | 444 | 10,979 | .70** |   | ,627 | 30,251 | .52** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 9 | UNITED     | 29, | 6,2    | **4   |   | 37   | 6,4    | **5   |
|   | AIRLINES   | 858 | 97,914 | .74** |   | ,722 | 25,215 | .87** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | SOUTHWEST  | 32, | 6,6    | **4   |   | 24   | 6,0    | **4   |
| 0 | AIRLINES   | 947 | 96,551 | .92** |   | ,185 | 30,012 | .01** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | AMERICAN   | 6,  | 1,0    | **5   |   | \*   | \*     |       |
| 1 | EAGLE      | 019 | 42,790 | .77** |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   | TOTALS     | 1   | 45,8   | **4   |   | 196  | 43,7   | **4   |
|   |            | 97, | 64,143 | .30** |   | ,895 | 58,133 | .50** |
|   |            | 245 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+

> **NOTES**: 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

***JANUARY-MARCH***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **JANUARY-MARCH                                                    **JANUARY-MARCH                                   
                          2001**                                                             2000**                                            

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

                          Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                               

  1      ***AMERICAN      40,821                682           17,817,614    **0.38**         67,298                1,102         18,577,574    **0.59**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  2      ***DELTA AIR     50,898                933           22,777,490    **0.41**         47,522                1,061         24,342,046    **0.44**
         LINES***                                                                                                                              

                                                                                                                                               

  3      ***AMERICA WEST  16,119                247           5,053,333     **0.49**         17,354                841           4,695,690     **1.79**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  4      ***NORTHWEST     24,148                622           12,017,912    **0.52**         24,822                141           12,132,199    **0.12**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  5      ***US AIRWAYS*** 26,484                708           13,550,384    **0.52**         22,539                998           12,400,715    **0.80**

                                                                                                                                               

  6      ***UNITED        32,692                1,412         17,280,438    **0.82**         30,196                3,006         18,617,529    **1.61**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  7      ***CONTINENTAL   17,109                1,249         9,601,442     **1.30**         15,608                849           9,578,794     **0.89**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  8      ***ALASKA        9,001                 478           3,192,066     **1.50**         6,930                 464           3,160,695     **1.47**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  9      ***SOUTHWEST     20,550                2,811         17,916,390    **1.57**         24,852                2,796         16,418,368    **1.70**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  10     ***TRANS WORLD   12,245                1,357         5,252,809     **2.58**         14,183                1,068         5,855,293     **1.82**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  11     ***AMERICAN      488                   202           508,844       **3.97**         508                   129           538,442       **2.40**
         EAGLE                                                                                                                                 
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     250,555               10,701        124,968,722   **0.86**         271,812               12,455        126,317,345   **0.99**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

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

Note: Totals for January thru March 2000 reflect corrections of the
Continental Airlines and Trans World Airlines data for the 1^st^ Q of
2000.

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

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

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

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

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

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

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

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

Table 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

  --------------- ------------ ---------- ------------- --------- -- ------------ ---------- ------------- ---------
                  **APRIL                                            **APRIL                               
                  2001**                                             2000**                                

                  COMPLAINTS   OPINIONS   COMPLIMENTS   INFO         COMPLAINTS   OPINIONS   COMPLIMENTS   INFO
                                                        REQUEST                                            REQUEST

                                                                                                           

  U.S. AIRLINES   1,498        91         5             27           1,826        211        20            82

  FOREIGN         132          0          0             0            205          0          6             2
  AIRLINES                                                                                                 

  TRAVEL AGENTS   20           0          0             0            23           0          0             0

  TOUR OPERATORS  6            0          0             1            20           0          0             1

  MISCELLANEOUS   11           9          0             8            25           15         1             8

  INDUSTRY TOTALS 1,667        100        5             36           2,099        226        27            93
  --------------- ------------ ---------- ------------- --------- -- ------------ ---------- ------------- ---------

Table 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^3]

  ------------------- --------- -------------------- ---------- -- --------- ---------------- ----------
                      APRIL                                        APRIL                      
                      2001                                         2000                       

  COMPLAINT CATEGORY  RANKING   COMPLAINTS[^4]^\*^   SUB           RANKING   COMPLAINTS\*\*   SUB
                                                     CATEGORY                                 CATEGORY

                                                                                              

  FLIGHT PROBLEMS     1         575                                1         749              

  CANCELLATIONS                                      196                                      231

  DELAYS                                             168                                      239

  MISCONNECTIONS                                     83                                       95

                                                                                              

  CUSTOMER SERVICE    2         328                                2         454              

                                                                                              

  BAGGAGE             3         263                                3         302              

                                                                                              

  RES/TKTG/BOARDING   4         152                                4         151              

                                                                                              

  OVERSALES           5         91                                 6         98               

                                                                                              

  FARES               6         72                                 8         84               

                                                                                              

  REFUNDS             7         64                                 5         114              

                                                                                              

  OTHER               8         64                                 7         85               

  FREQUENT FLYER                                     26                                       39

                                                                                              

  DISABILITY          9         49                                 9         44               

                                                                                              

  TOURS OR CHARTERS   10        8                                  10        11               

                                                                                              

  ADVERTISING         11        1                                  11        7                

                                                                                              

  ANIMALS             12        0                                  12        0                

                                                                                              

  COMPLAINT TOTAL               1,667                                        2,099            
  ------------------- --------- -------------------- ---------- -- --------- ---------------- ----------

NOTE: EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" WAS ADDED AS A
NEW CATEGORY.

Table 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^5]

APRIL 2001

<table style="width:100%;">
<colgroup>
<col style="width: 19%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 7%" />
<col style="width: 4%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 4%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 6%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a><sup>*</sup></p>
<p>ALPHABETICAL</p></td>
<td>FLIGHT PROBLEMS</td>
<td>OVER-SALES</td>
<td>RES/TKTG/BOARDING</td>
<td>FARES</td>
<td>REFUNDS</td>
<td>BAGGAGE</td>
<td>CUSTOMER SERVICE</td>
<td>DIS-ABILITY</td>
<td>ADVER-TISING</td>
<td>TOURS</td>
<td>ANIMALS</td>
<td>OTHER</td>
<td>TOTAL</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIRTRAN AIRWAYS</td>
<td>20</td>
<td>3</td>
<td>2</td>
<td>2</td>
<td>1</td>
<td>8</td>
<td>9</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>48</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>5</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>7</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>18</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>23</td>
<td>11</td>
<td>7</td>
<td>2</td>
<td>1</td>
<td>12</td>
<td>13</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>74</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>97</td>
<td>14</td>
<td>21</td>
<td>10</td>
<td>5</td>
<td>37</td>
<td>45</td>
<td>9</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
<td>245</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE</td>
<td>20</td>
<td>2</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>31</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>11</td>
<td>4</td>
<td>5</td>
<td>0</td>
<td>1</td>
<td>10</td>
<td>7</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>38</td>
</tr>
<tr class="odd">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>8</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>14</td>
</tr>
<tr class="even">
<td>COMAIR</td>
<td>5</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>0</td>
<td>0</td>
<td>6</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>19</td>
<td>4</td>
<td>8</td>
<td>5</td>
<td>6</td>
<td>13</td>
<td>16</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>77</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>65</td>
<td>3</td>
<td>22</td>
<td>15</td>
<td>8</td>
<td>29</td>
<td>35</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>11</td>
<td>194</td>
</tr>
<tr class="odd">
<td>DELTA CONNECTION</td>
<td>0</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>6</td>
</tr>
<tr class="even">
<td>FRONTIER AIRLINES</td>
<td>10</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>17</td>
</tr>
<tr class="odd">
<td>MIDWAY AIRLINES</td>
<td>4</td>
<td>0</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>8</td>
</tr>
<tr class="even">
<td>NATIONAL AIRLINES</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>3</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>16</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>45</td>
<td>1</td>
<td>8</td>
<td>9</td>
<td>6</td>
<td>16</td>
<td>23</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
<td>119</td>
</tr>
<tr class="even">
<td>PAN AM</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="odd">
<td>RYAN INTERNATIONAL AIRLINES</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>8</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>3</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>5</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>18</td>
</tr>
<tr class="odd">
<td>SPIRIT AIRLINES</td>
<td>13</td>
<td>4</td>
<td>3</td>
<td>3</td>
<td>2</td>
<td>11</td>
<td>9</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>50</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>15</td>
<td>8</td>
<td>6</td>
<td>0</td>
<td>2</td>
<td>6</td>
<td>10</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>49</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>98</td>
<td>9</td>
<td>19</td>
<td>8</td>
<td>8</td>
<td>45</td>
<td>68</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>11</td>
<td>270</td>
</tr>
<tr class="even">
<td>UNITED EXPRESS</td>
<td>6</td>
<td>1</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>1</td>
<td>12</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>45</td>
<td>3</td>
<td>13</td>
<td>8</td>
<td>0</td>
<td>18</td>
<td>23</td>
<td>4</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>116</td>
</tr>
<tr class="even">
<td>OTHER U.S. AIRLINES</td>
<td>21</td>
<td>6</td>
<td>6</td>
<td>1</td>
<td>6</td>
<td>4</td>
<td>11</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>59</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 APRIL 2001</td>
<td>546</td>
<td>79</td>
<td>129</td>
<td>67</td>
<td>50</td>
<td>228</td>
<td>293</td>
<td>46</td>
<td>1</td>
<td>3</td>
<td>0</td>
<td>56</td>
<td>1,498</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>39.5</td>
<td>5.7</td>
<td>9.4</td>
<td>4.8</td>
<td>3.6</td>
<td>16.5</td>
<td>21.2</td>
<td>3.3</td>
<td>0.1</td>
<td>0.2</td>
<td>0</td>
<td>4</td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>TOTAL APRIL 2000</td>
<td>712</td>
<td>85</td>
<td>115</td>
<td>74</td>
<td>82</td>
<td>241</td>
<td>402</td>
<td>42</td>
<td>3</td>
<td>4</td>
<td>0</td>
<td>66</td>
<td>1,826</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>39</td>
<td>4.7</td>
<td>6.3</td>
<td>4.1</td>
<td>4.5</td>
<td>13.2</td>
<td>22</td>
<td>2.3</td>
<td>0.2</td>
<td>0.2</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></p>
<p><sup>**</sup>AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 5 OR
MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
INCLUDED UNDER 'OTHER U.S. AIRLINES'.<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

Table 4

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY INCIDENT DATE

APRIL 2001

<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>APRIL</p></td>
<td><p>INCI-DENTS IN</p>
<p>APRIL</p></td>
<td>PERCENT</td>
<td></td>
<td><p>INCI-DENTS IN</p>
<p>MARCH</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>48</td>
<td>11</td>
<td>22.9</td>
<td></td>
<td>9</td>
<td>18.8</td>
<td></td>
<td>2</td>
<td>4.2</td>
<td></td>
<td>26</td>
<td>54.2</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>18</td>
<td>4</td>
<td>22.2</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>3</td>
<td>16.7</td>
<td></td>
<td>11</td>
<td>61.1</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>74</td>
<td>21</td>
<td>28.4</td>
<td></td>
<td>9</td>
<td>12.2</td>
<td></td>
<td>9</td>
<td>12.2</td>
<td></td>
<td>35</td>
<td>47.3</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>245</td>
<td>38</td>
<td>15.5</td>
<td></td>
<td>39</td>
<td>15.9</td>
<td></td>
<td>35</td>
<td>14.3</td>
<td></td>
<td>133</td>
<td>54.3</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE</td>
<td>31</td>
<td>6</td>
<td>19.4</td>
<td></td>
<td>6</td>
<td>19.4</td>
<td></td>
<td>5</td>
<td>16.1</td>
<td></td>
<td>14</td>
<td>45.2</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>38</td>
<td>4</td>
<td>10.5</td>
<td></td>
<td>1</td>
<td>2.6</td>
<td></td>
<td>8</td>
<td>21.1</td>
<td></td>
<td>25</td>
<td>65.8</td>
</tr>
<tr class="odd">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>14</td>
<td>3</td>
<td>21.4</td>
<td></td>
<td>5</td>
<td>35.7</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>6</td>
<td>42.9</td>
</tr>
<tr class="even">
<td>COMAIR</td>
<td>6</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>6</td>
<td>100.0</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>77</td>
<td>12</td>
<td>15.6</td>
<td></td>
<td>13</td>
<td>16.9</td>
<td></td>
<td>10</td>
<td>13.0</td>
<td></td>
<td>42</td>
<td>54.5</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>194</td>
<td>50</td>
<td>25.8</td>
<td></td>
<td>18</td>
<td>9.3</td>
<td></td>
<td>30</td>
<td>15.5</td>
<td></td>
<td>96</td>
<td>49.5</td>
</tr>
<tr class="odd">
<td>DELTA CONNECTION</td>
<td>6</td>
<td>3</td>
<td>50.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>16.7</td>
<td></td>
<td>2</td>
<td>33.3</td>
</tr>
<tr class="even">
<td>FRONTIER AIRLINES</td>
<td>17</td>
<td>1</td>
<td>5.9</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>4</td>
<td>23.5</td>
<td></td>
<td>12</td>
<td>70.6</td>
</tr>
<tr class="odd">
<td>MIDWAY AIRLINES</td>
<td>8</td>
<td>2</td>
<td>25.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>2</td>
<td>25.0</td>
<td></td>
<td>4</td>
<td>50.0</td>
</tr>
<tr class="even">
<td>NATIONAL AIRLINES</td>
<td>16</td>
<td>5</td>
<td>31.2</td>
<td></td>
<td>2</td>
<td>12.5</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>9</td>
<td>56.2</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>119</td>
<td>28</td>
<td>23.5</td>
<td></td>
<td>11</td>
<td>9.2</td>
<td></td>
<td>18</td>
<td>15.1</td>
<td></td>
<td>62</td>
<td>52.1</td>
</tr>
<tr class="even">
<td>PAN AM</td>
<td>5</td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>2</td>
<td>40.0</td>
</tr>
<tr class="odd">
<td>RYAN INTERNATIONAL AIRLINES</td>
<td>8</td>
<td>1</td>
<td>12.5</td>
<td></td>
<td>1</td>
<td>12.5</td>
<td></td>
<td>3</td>
<td>37.5</td>
<td></td>
<td>3</td>
<td>37.5</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>18</td>
<td>4</td>
<td>22.2</td>
<td></td>
<td>2</td>
<td>11.1</td>
<td></td>
<td>4</td>
<td>22.2</td>
<td></td>
<td>8</td>
<td>44.4</td>
</tr>
<tr class="odd">
<td>SPIRIT AIRLINES</td>
<td>50</td>
<td>9</td>
<td>18.0</td>
<td></td>
<td>5</td>
<td>10.0</td>
<td></td>
<td>6</td>
<td>12.0</td>
<td></td>
<td>30</td>
<td>60.0</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>49</td>
<td>7</td>
<td>14.0</td>
<td></td>
<td>7</td>
<td>14.0</td>
<td></td>
<td>6</td>
<td>12.0</td>
<td></td>
<td>30</td>
<td>60.0</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>270</td>
<td>60</td>
<td>22.2</td>
<td></td>
<td>37</td>
<td>13.7</td>
<td></td>
<td>37</td>
<td>13.7</td>
<td></td>
<td>136</td>
<td>50.4</td>
</tr>
<tr class="even">
<td>UNITED EXPRESS</td>
<td>12</td>
<td>5</td>
<td>41.7</td>
<td></td>
<td>2</td>
<td>16.7</td>
<td></td>
<td>1</td>
<td>8.3</td>
<td></td>
<td>4</td>
<td>33.3</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>116</td>
<td>18</td>
<td>15.5</td>
<td></td>
<td>22</td>
<td>19.0</td>
<td></td>
<td>5</td>
<td>4.3</td>
<td></td>
<td>71</td>
<td>61.2</td>
</tr>
<tr class="even">
<td>OTHER U.S. AIRLINES</td>
<td>59</td>
<td>15</td>
<td>25.4</td>
<td></td>
<td>6</td>
<td>10.2</td>
<td></td>
<td>9</td>
<td>15.3</td>
<td></td>
<td>29</td>
<td>49.2</td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td><strong>TOTALS</strong></td>
<td>1,498</td>
<td>308</td>
<td>20.5</td>
<td></td>
<td>196</td>
<td>13.1</td>
<td></td>
<td>199</td>
<td>13.3</td>
<td></td>
<td>796</td>
<td>53.1</td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td><strong>PREVIOUS YEAR'S TOTALS</strong></td>
<td>1,826</td>
<td>643</td>
<td>35.2</td>
<td></td>
<td>559</td>
<td>30.6</td>
<td></td>
<td>448</td>
<td>24.5</td>
<td></td>
<td>176</td>
<td>9.6</td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup>AIRLINES ARE LISTED INDIVIDUALLY IF DOT
RECEIVED 5 OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD.
COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER 'OTHER U.S. AIRLINES'.<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

Table 5

AIR TRAVEL CONSUMER REPORT

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

BY COMPLAINT CATEGORY[^7]^\*^

APRIL 2001

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

                                                                                                                                                                              

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

  AIR CANADA                        2          1            1                   0       0         3         2          0             0              0       0         0       9

  AIR FRANCE                        3          5            1                   0       3         3         4          0             0              0       0         1       20

  ALITALIA AIRLINES                 3          1            3                   0       0         1         7          0             0              0       0         1       16

  BRITISH AIRWAYS                   1          1            1                   0       0         4         2          1             0              1       0         0       11

  KLM                               2          0            0                   0       0         2         2          1             0              0       0         0       7

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

  OTHER FOREIGN AIRLINES            13         3            8                   1       4         20        11         1             0              0       0         1       62

  TOTALS                            25         12           14                  1       7         35        29         3             0              1       0         5       132

                                                                                                                                                                              

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

  PRICELINE.COM                     0          0            4                   1       2         0         0          0             0              0       0         0       7

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

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

  TOTALS                            1          0            9                   2       6         0         2          0             0              0       0         0       20

                                                                                                                                                                              

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

  OTHER TOUR OPERATORS              2          0            0                   0       0         0         0          0             0              4       0         0       6

  TOTALS                            2          0            0                   0       0         0         0          0             0              4       0         0       6

                                                                                                                                                                              

  **[MISCELLANEOUS]{.underline}**                                                                                                                                             

  OTHER MISCELLANEOUS               1          0            0                   2       1         0         4          0             0              0       0         3       11

  TOTALS                            1          0            0                   2       1         0         4          0             0              0       0         3       11

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 6

**APRIL**

**CONSUMER COMPLAINTS: RANKINGS**

**U.S. AIRLINES \***

  ------ ---------------- --------- ------------------ -------------------- -------------------- -- ------------------ -------------------- --------------------
                          **APRIL                                                                   **APRIL 2000**                          
                          2001**                                                                                                            

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

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

  Rank   ***Airline***              ***COMPLAINTS***   ***ENPLANEMENTS***   ***ENPLANEMENTS***      ***COMPLAINTS***   ***ENPLANEMENTS***   ***ENPLANEMENTS***

                                                                                                                                            

  1      ***SOUTHWEST               18                 6,533,305            **0.28**                31                 6,037,432            **0.51**
         AIRLINES***                                                                                                                        

  2      ***ALASKA                  18                 1,179,929            **1.53**                44                 1,100,485            **4.00**
         AIRLINES***                                                                                                                        

  3      ***CONTINENTAL             77                 3,921,528            **1.96**                114                3,811,932            **2.99**
         AIRLINES***                                                                                                                        

  4      ***US AIRWAYS***           116                5,565,501            **2.08**                122                5,079,665            **2.40**

  5      ***DELTA AIR               194                8,571,084            **2.26**                210                9,144,755            **2.30**
         LINES***                                                                                                                           

  6      ***TRANS WORLD             49                 1,993,841            **2.46**                78                 2,194,922            **3.55**
         AIRLINES***                                                                                                                        

  7      ***NORTHWEST               119                4,838,993            **2.46**                135                4,849,264            **2.78**
         AIRLINES***                                                                                                                        

  8      ***AMERICAN                31                 1,081,565            **2.87**                44                 994,455              **4.42**
         EAGLE                                                                                                                              
         AIRLINES***                                                                                                                        

  9      ***AMERICAN                245                7,058,778            **3.47**                299                7,311,858            **4.09**
         AIRLINES***                                                                                                                        

  10     ***UNITED                  270                6,809,584            **3.96**                272                7,286,698            **3.73**
         AIRLINES***                                                                                                                        

  11     ***AMERICA WEST            74                 1,728,335            **4.28**                137                1,637,127            **8.37**
         AIRLINES***                                                                                                                        

         **TOTAL**                  **1,211**          **49,282,443**       **2.46**                **1,486**          **49,448,593**       **3.01**
  ------ ---------------- --------- ------------------ -------------------- -------------------- -- ------------------ -------------------- --------------------

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. American Eagle ranking effective
> January 2001.

***COMPLAINT CATEGORIES\****

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

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

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

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

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

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

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

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

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

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

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

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

**\*Note:** Effective with the October 2000 report, "animals" was added
as a new category.

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

NAS 06/2001

[^1]:
    > ^\*^ U.S. Airlines with at least one percent of total domestic
    > scheduled-service passenger revenues. American Eagle reporting
    > effective January 2001.

[^2]: ^\*^ U.S. Airlines with at least one percent of total domestic
    scheduled-service passenger revenues. American Eagle ranking
    effective 1^st^ quarter 2001.

[^3]: ^^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS
    ATTACHED.

[^4]: ^\*\*^ INCLUDES FIGURES FOR SUB-CATEGORIES.

[^5]: ^\*^ EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" WAS ADDED
    AS A NEW CATEGORY.

[^6]: ^\*^ COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 5 OR MORE
    COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
    AGAINST COMPAINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
    INCLUDED UNDER 'OTHER FOREIGN AIRLINES,' 'OTHER TOUR OPERATORS,'
    ETC.

[^7]: ^\*\*^ EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" WAS ADDED
    AS A NEW CATEGORY.