+-------------------------------+--------------------------------------+
| ![](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:** **MAY 2001**                 |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays March 2001               |
|                           | >                                        |
|                           | > 12 Months Ending March 2001            |
|                           | >                                        |
|                           | > Mishandled Baggage March 2001          |
|                           | >                                        |
|                           | > January-March 2001                     |
|                           | >                                        |
|                           | > Oversales 4^th^ Quarter 2000           |
|                           | >                                        |
|                           | > January-December 2000                  |
|                           | >                                        |
|                           | > Consumer Complaints March 2001         |
|                           | >                                        |
|                           | > (Includes Disability Complaints)       |
|                           | > January-March 2001                     |
+---------------------------+------------------------------------------+

> ***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** \...\...\...\...\...\...\.....12

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

**Table 7** \...\...\...\...\...\...\.....13

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

**Table 8** \...\...\...\...\...\...\.....15

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

**Footnotes** \...\...\...\...\...\...\.....16

**Appendix** \...\...\...\...\...\...\.....17

**Section Page**

***Mishandled Baggage***

**Explanation** \...\...\...\...\...\..........18

**Ranking\--Month** \...\...\...\...\...\..........19

**Ranking\--YTD** \...\...\...\...\...\..........20

***Oversales***

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

**Ranking---4th Quarter** \...\...\...\...\...\..........22

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

***Consumer Complaints***

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

**Complaint Tables 1-5 (Month)** \...\...\...\.....25

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

**Rankings, Table 6 (Month)** \...\...\...\.....30

**Complaint Tables 1-4 (YTD)** \...\...\...\.....31

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

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

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

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

**[INTRODUCTION]{.underline}**

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

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

The report normally is released by the end of the first week of each
month. The report is available via the Internet at
*http://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 31 U.S. airports that account for at least one percent of the
nation\'s total domestic scheduled-service passenger enplanements (see
Appendix for a complete list of the reportable airports). However, all
reporting airlines have voluntarily provided data for their entire
domestic systems, and that information is included in this report.

A flight is counted as \"on time\" if it operated less than 15 minutes
after the scheduled time shown in the carriers\' Computerized
Reservations Systems. 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 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"}

MARCH 2001

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER

AT 31 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 51.6 7 82.0

TRANS WORLD S/ 29 81.4 71 81.7

NORTHWEST S/ 31 80.8 116 81.2

SOUTHWEST S/ 15 78.8 59 79.8

CONTINENTAL S/ 30 77.7 87 77.9

US AIRWAYS S/ 27 75.3 88 75.2

UNITED S/ 30 74.2 99 74.7

AMERICAN S/ 31 73.6 99 74.2

DELTA S/ 30 73.2 110 73.4

AMERICA WEST S/ 25 69.9 53 69.7

AMERICAN EAGLE 17 66.3 103 66.0

ALASKA S/ 8 58.0 34 62.1

T O T A L 74.6 75.2

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.

> **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.

MARCH 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 01 2001 02 2001 03
2001 03 2001 09 1987 - 03 2001

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

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

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

ALASKA 70.9 (7) 70.2 (8) 64.5 (10) 63.5 (11) 66.2 (11) 62.1 (11) 62.1
(12) 67.3 (8) 76.0 (9)

ALOHA \-\-\-- \-- \-\-\-- \-- 90.6 (1) 85.3 (1) 93.9 (1) 79.5 (2) 82.0
(1) \-\-\-- \-\-- \-\-\-- \-\--

AMERICA WEST 66.6 (9) 66.4 (9) 64.1 (11) 68.7 (10) 68.5 (10) 68.0 (10)
69.7 (10) 66.5 (9) 78.3 (5)

AMERICAN 71.6 (6) 75.3 (6) 69.5 (7) 73.7 (7) 76.1 (8) 70.5 (7) 74.2 (8)
72.5 (7) 78.8 (3)

AMERICAN EAGLE \-\-\-- \-- \-\-\-- \-- \-\-\-- \-- \-\-\-- \-- \-\-\--
\-- \-\-\-- \-- 66.0 (11) \-\-\-- \-\-- \-\-\-- \-\--

CONTINENTAL 76.9 (3) 79.1 (2) 78.7 (2) 79.5 (2) 80.6 (3) 80.1 (1) 77.9
(5) 78.6 (1) 78.4 (4)

DELTA 78.0 (2) 77.2 (5) 68.7 (8) 73.2 (9) 73.1 (9) 73.3 (6) 73.4 (9)
74.3 (5) 77.3 (8)

NORTHWEST 78.3 (1) 79.6 (1) 72.2 (5) 79.1 (3) 81.0 (2) 74.7 (5) 81.2 (3)
77.3 (2) 79.7 (2)

SOUTHWEST 75.6 (4) 78.8 (3) 70.4 (6) 77.8 (4) 77.7 (5) 75.8 (4) 79.8 (4)
75.6 (3) 82.2 (1)

TRANS WORLD 74.4 (5) 78.7 (4) 73.3 (4) 76.1 (6) 76.9 (6) 69.2 (9) 81.7
(2) 75.6 (4) 77.8 (7)

UNITED 56.8 (10) 51.6 (10) 66.7 (9) 73.6 (8) 76.2 (7) 69.7 (8) 74.7 (7)
61.9 (10) 75.3 (10)

US AIRWAYS 70.7 (8) 70.9 (7) 73.3 (3) 77.3 (5) 78.3 (4) 78.6 (3) 75.2
(6) 73.0 (6) 78.1 (6)

TOTAL 72.0 72.7 70.6 75.2 76.6 73.5 75.2 72.6 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.

MARCH 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 684 69.6 1752 59.9 368 75.5 186 79.6 93 75.3 1046 72.9 792 78.3 14540
79.7

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

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

CO 571 68.1 719 68.8 304 80.3 105 67.6 H/ 616 80.0 394 81.7 601 83.7

DL 18699 72.5 2309 63.9 403 85.1 279 75.6 5377 82.3 1675 75.9 589 77.1
3769 76.5

HP 152 64.5 202 49.0 184 53.3 H/ H/ 155 71.6 247 57.1 207 66.2

MQ H/ 2341 50.5 155 38.1 H/ 150 70.0 354 50.6 H/ 7080 79.2

NW 574 74.6 508 61.8 357 73.9 238 81.9 31 90.3 590 79.8 372 74.7 495
78.4

TW 206 76.2 260 64.6 186 86.6 119 84.0 H/ 238 89.1 211 77.7 268 80.6

UA 584 72.6 1264 63.1 402 78.6 155 79.4 155 73.5 481 76.1 8996 79.0 737
73.8

US 618 67.6 2588 67.8 2538 71.7 10102 79.0 H/ 3063 84.1 310 83.5 336
78.6

WN H/ H/ 3730 81.5 H/ H/ H/ H/ H/

TOTAL 22088 72.2 11943 61.4 8627 76.8 11184 78.9 5806 81.7 8218 78.4
11911 78.5 28033 78.9

ARRIVAL AIRPORT

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

DTW EWR IAD IAH JFK LAS LAX LGA

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

\# 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 441 78.2 900 63.2 392 70.9 544 71.7 1096 69.8 715 77.1 3734 73.0 1873
57.8

AQ H/ H/ H/ H/ H/ 62 51.6 H/ H/

AS H/ H/ H/ H/ H/ 366 59.0 690 62.3 H/

CO 356 79.8 6336 75.5 84 96.4 8844 82.1 57 89.5 453 81.9 658 72.8 567
69.1

DL 341 73.9 1103 60.3 465 74.8 279 64.5 986 73.5 680 78.7 1390 73.2 2452
62.2

HP 153 49.7 268 50.7 H/ 185 56.2 246 59.3 2648 70.8 758 67.7 H/

MQ 102 20.6 189 49.2 H/ H/ 1849 49.8 H/ 2767 63.1 1125 43.0

NW 10087 85.8 561 68.8 265 82.3 411 79.6 124 78.2 372 83.1 588 73.0 649
59.3

TW 180 85.6 207 71.0 120 85.0 120 76.7 680 75.9 155 82.6 429 76.5 201
68.2

UA 279 72.0 906 63.6 2925 77.0 403 76.2 529 73.9 1117 75.3 5366 70.6 944
58.4

US 363 82.4 487 65.3 403 73.0 336 64.6 H/ 253 82.2 518 83.2 3082 69.6

WN 574 84.5 H/ H/ 194 80.9 H/ 5027 79.2 3572 72.7 H/

TOTAL 12876 83.7 10957 70.0 4654 76.8 11316 79.9 5567 64.9 11848 76.4
20470 70.8 10893 61.5

MARCH 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

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

MCO MDW MIA MSP ORD PDX PHL PHX

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

\# 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 661 72.5 124 83.9 3243 68.5 513 78.2 9303 73.4 239 77.8 687 63.9 758
78.1

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

AS H/ H/ H/ H/ 31 67.7 1558 71.7 H/ 402 52.7

CO 659 71.8 22 95.5 405 71.1 215 82.8 581 71.6 119 75.6 244 75.4 390
73.6

DL 2575 65.7 H/ 408 74.0 339 79.6 769 71.8 558 78.9 636 67.3 621 67.6

HP 61 63.9 H/ 61 54.1 123 51.2 247 54.3 211 69.2 154 54.5 7123 76.3

MQ 427 53.9 H/ 1454 59.8 H/ 4865 77.4 H/ 193 30.1 H/

NW 496 73.2 431 82.6 296 61.8 9872 84.4 817 76.9 155 72.9 445 66.1 432
72.0

TW 341 73.9 H/ 342 81.6 286 80.1 317 77.6 124 76.6 173 76.3 186 72.6

UA 625 79.4 H/ 535 71.4 637 72.8 12197 76.1 889 74.2 767 69.5 929 74.0

US 1704 66.5 119 77.3 528 68.4 243 86.0 653 69.7 H/ 7411 71.3 341 76.8

WN 1609 79.7 3530 82.5 H/ H/ H/ 925 80.1 H/ 5320 76.1

TOTAL 9158 70.3 4226 82.5 7272 67.6 12228 83.0 29780 75.0 4778 75.1
10710 69.4 16502 75.1

ARRIVAL AIRPORT

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

PIT SAN SEA SFO SLC STL TPA

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

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

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

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

AA 93 90.3 730 79.7 574 67.1 1371 72.0 191 64.9 526 73.4 496 70.2

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

AS H/ 346 65.3 3637 50.8 572 59.8 H/ H/ H/

CO 84 88.1 243 81.5 269 63.6 416 74.0 129 72.9 105 82.9 466 74.9

DL 217 78.3 464 77.4 526 62.0 739 73.5 4430 80.4 217 77.9 1182 65.6

HP H/ 366 69.1 216 44.4 340 60.3 150 65.3 62 59.7 61 54.1

MQ 322 60.9 1085 65.3 H/ H/ H/ H/ 177 55.4

NW 146 80.1 217 82.0 446 61.2 429 76.9 93 66.7 353 83.6 465 66.5

TW 172 79.7 124 79.8 156 60.3 256 80.5 93 68.8 9862 84.1 185 79.5

UA 180 83.9 952 78.7 1304 64.5 6277 71.8 527 80.1 248 75.4 347 71.2

US 8125 81.0 217 81.1 248 74.6 403 85.6 H/ 279 81.4 1301 60.0

WN H/ 2305 81.3 1123 67.3 49 53.1 1182 80.8 2462 83.2 1642 77.5

TOTAL 9339 80.5 7049 76.6 8499 58.5 10852 71.8 6795 79.2 14114 83.1 6322
68.9

MARCH 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 IAD IAH JFK LAS LAX
LGA

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

600 - 659 AM 85.0 67.8 73.3 J/ 89.8 81.8 91.9 85.5 82.7 76.4 86.7 92.9
80.8 95.5 86.2 59.2

700 - 759 AM 85.0 70.4 81.0 87.7 90.0 80.2 88.4 90.5 90.3 73.1 79.1 93.8
67.7 95.5 89.5 75.5

800 - 859 AM 77.9 69.5 88.5 84.2 86.3 73.5 85.4 88.3 90.3 83.9 87.9 86.5
72.8 87.9 84.3 67.6

900 - 959 AM 76.5 73.4 86.6 81.9 83.7 83.6 83.7 84.7 87.1 87.4 86.3 84.1
71.9 88.5 81.8 67.4

1000 - 1059 AM 76.7 68.9 90.4 77.1 86.6 88.4 80.6 84.9 83.2 79.3 83.6
85.1 67.9 81.2 72.7 60.9

1100 - 1159 AM 78.6 66.2 89.1 81.9 80.9 82.4 81.5 79.4 85.2 81.0 83.1
81.2 50.3 79.8 68.1 63.4

1200 - 1259 PM 76.5 70.3 79.1 81.7 82.9 84.1 77.9 78.8 88.3 77.1 79.0
85.1 48.0 75.2 71.1 63.3

100 - 159 PM 76.4 70.2 81.4 77.4 85.6 76.5 81.4 79.1 81.9 74.0 83.6 82.9
73.8 78.7 70.4 66.1

200 - 259 PM 71.9 62.9 75.4 77.7 81.1 82.6 78.7 77.2 87.4 68.1 71.0 79.7
54.3 77.1 67.8 61.0

300 - 359 PM 70.3 59.0 78.1 78.3 81.3 82.0 83.9 79.4 80.6 65.7 77.5 76.2
72.0 74.3 70.3 60.1

400 - 459 PM 69.5 60.0 76.7 75.3 78.2 74.8 77.6 77.0 84.0 66.4 79.2 76.9
67.2 69.0 68.1 59.6

500 - 559 PM 65.6 52.8 73.3 79.2 78.6 77.3 71.8 72.1 82.4 62.1 72.2 80.4
66.4 68.7 69.3 57.8

600 - 659 PM 66.3 49.7 71.8 75.0 81.6 77.1 75.6 73.0 78.1 57.0 68.5 75.0
65.4 76.9 67.4 56.5

700 - 759 PM 64.7 49.1 67.3 77.3 75.7 70.6 71.1 74.9 84.0 64.1 71.0 75.9
52.4 70.6 67.4 55.4

800 - 859 PM 65.0 53.8 70.0 68.0 71.0 76.9 71.2 72.3 79.8 65.9 73.5 70.3
55.6 69.5 65.4 55.5

900 - 959 PM 54.9 58.3 65.8 74.8 81.7 73.9 74.5 77.0 81.9 67.0 61.3 70.3
58.2 71.3 60.1 58.2

1000 - 1059 PM 72.9 58.9 71.1 78.1 71.0 85.9 71.1 73.2 79.6 65.7 75.5
72.9 66.0 70.0 59.1 62.5

1100 - 559 AM 72.9 62.4 71.8 77.1 67.7 69.1 77.6 80.0 79.5 71.6 77.5
69.3 70.9 71.4 72.2 66.0

TOTAL, ALL ARRIVALS,

BY AIRPORT 72.2 61.4 76.8 78.9 81.7 78.4 78.5 78.9 83.7 70.0 76.8 79.9
64.9 76.4 70.8 61.5

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 66.7 88.6 73.0 87.3 90.0 J/ 85.2 J/ 82.0 J/ 83.6 78.9 J/
87.4 72.1 84.3

700 - 759 AM 90.1 92.6 85.5 84.5 81.2 81.0 80.9 86.0 91.3 90.3 85.4 91.4
89.7 89.4 98.1 85.4

800 - 859 AM 89.3 90.1 65.9 84.6 83.2 89.0 75.8 91.0 83.9 87.7 81.1 90.1
93.4 90.4 89.4 84.3

900 - 959 AM 79.6 92.0 74.9 83.6 80.4 83.7 73.6 84.6 75.5 88.0 73.2 78.9
88.0 89.1 62.9 81.6

1000 - 1059 AM 72.6 91.4 77.5 84.2 76.7 79.2 74.5 77.0 85.3 81.0 71.7
73.4 82.6 84.8 76.6 78.8

1100 - 1159 AM 76.5 84.7 75.0 86.0 78.4 87.5 83.3 78.7 82.5 82.4 70.2
73.3 81.2 87.2 68.3 78.2

1200 - 1259 PM 60.5 87.5 61.1 88.0 76.6 78.6 75.5 82.3 82.4 75.9 66.7
66.5 78.3 86.2 64.0 76.6

100 - 159 PM 65.7 82.5 56.7 84.4 75.8 75.6 68.1 77.6 83.2 78.1 62.6 68.7
80.4 79.5 73.3 76.5

200 - 259 PM 72.0 87.5 74.6 82.4 70.6 81.8 68.0 73.3 83.2 73.4 67.0 69.6
80.9 82.9 76.6 74.4

300 - 359 PM 76.9 78.1 70.7 81.4 74.1 69.1 67.3 71.4 80.9 76.5 54.5 68.4
77.1 82.0 70.0 73.5

400 - 459 PM 75.5 78.8 67.0 84.8 70.8 72.7 68.1 73.4 79.6 72.9 62.5 74.0
75.8 80.1 72.7 73.0

500 - 559 PM 67.8 82.0 68.2 82.5 72.7 67.2 63.5 72.1 74.9 74.3 60.8 75.3
73.5 81.3 63.8 71.8

600 - 659 PM 67.8 75.7 64.2 81.9 72.5 76.6 62.9 72.5 73.4 70.7 50.5 68.2
81.0 83.7 57.8 69.7

700 - 759 PM 62.6 75.0 58.4 82.5 70.4 62.7 58.7 68.9 77.7 75.1 41.8 71.5
79.3 78.4 70.9 70.5

800 - 859 PM 60.1 71.7 56.1 74.8 67.7 73.7 62.9 67.6 71.2 71.3 42.4 62.4
80.9 82.2 65.4 67.3

900 - 959 PM 68.6 76.8 58.8 80.5 70.3 67.2 61.3 72.9 77.5 70.1 48.2 66.6
68.6 77.8 63.6 69.6

1000 - 1059 PM 69.7 80.7 67.3 77.8 69.0 73.3 64.0 67.5 75.8 73.3 40.4
66.9 66.0 76.4 62.2 68.3

1100 - 559 AM 65.4 72.4 68.7 73.7 75.3 73.5 72.2 68.1 79.6 70.7 57.5
70.6 70.2 79.0 69.3 71.1

TOTAL, ALL ARRIVALS,

BY AIRPORT 70.3 82.5 67.6 83.0 75.0 75.1 69.4 75.1 80.5 76.6 58.5 71.8
79.2 83.1 68.9 74.6

MARCH 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 IAD IAH JFK LAS
LAX LGA

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

600 - 659 AM 90.8 81.9 94.0 92.3 89.7 92.7 90.0 88.3 88.3 88.4 91.0 94.4
85.1 93.0 89.3 86.3

700 - 759 AM 86.4 74.2 93.6 89.9 90.8 89.2 88.3 84.6 85.6 86.9 85.9 94.0
71.4 88.2 86.9 79.0

800 - 859 AM 84.3 70.4 90.0 87.1 89.8 87.3 86.5 84.6 85.2 82.4 90.3 93.4
71.8 89.7 83.1 77.5

900 - 959 AM 77.4 70.4 84.0 84.2 89.6 81.8 78.9 83.7 82.5 84.3 85.3 90.8
76.7 83.2 81.6 76.5

1000 - 1059 AM 77.5 75.5 85.7 81.7 83.5 87.3 75.2 83.4 83.2 84.6 80.6
87.5 72.0 80.3 74.9 72.5

1100 - 1159 AM 78.1 63.7 83.8 79.2 90.3 85.9 77.6 79.6 76.1 82.3 81.4
87.3 75.5 78.0 71.9 65.0

1200 - 1259 PM 79.1 69.9 81.3 80.1 86.9 84.8 73.1 78.2 81.8 79.6 88.1
86.9 63.3 70.7 71.1 65.5

100 - 159 PM 75.7 65.0 75.2 81.2 82.8 86.5 74.8 73.2 80.6 77.7 76.8 85.0
41.9 65.3 73.3 67.7

200 - 259 PM 71.8 65.7 71.8 73.1 87.1 80.8 74.1 76.1 83.1 75.8 74.4 84.8
73.5 72.1 67.8 66.2

300 - 359 PM 70.9 59.0 71.9 68.1 84.3 83.1 71.5 74.9 77.3 69.2 69.4 75.8
63.6 67.1 70.2 66.7

400 - 459 PM 65.3 51.9 74.5 71.4 86.6 76.9 79.4 73.0 74.0 71.6 71.2 84.9
62.8 62.5 70.5 64.1

500 - 559 PM 67.1 55.7 66.3 72.2 64.5 82.3 72.0 71.2 80.6 66.8 72.0 76.5
69.6 64.1 68.8 60.7

600 - 659 PM 65.5 51.4 64.3 68.1 82.6 85.0 68.5 71.5 73.8 64.7 73.9 79.4
60.2 65.8 66.0 62.1

700 - 759 PM 65.3 50.4 65.3 75.7 79.2 79.9 72.9 73.1 77.8 62.1 67.0 76.8
67.8 62.6 64.0 61.2

800 - 859 PM 63.8 52.0 65.9 79.6 80.1 76.4 67.2 74.3 80.5 68.5 77.3 80.5
58.1 60.2 64.9 55.7

900 - 959 PM 67.4 53.0 57.0 74.6 89.1 86.1 75.0 75.4 80.9 70.4 77.9 76.1
51.0 67.2 68.7 65.4

1000 - 1059 PM 71.1 84.6 66.7 80.8 85.7 J/ 77.4 82.9 83.1 76.9 80.6 78.9
62.4 78.8 78.7 65.4

1100 - 559 AM 76.1 80.2 90.3 77.4 J/ J/ 87.8 J/ 97.0 84.7 93.5 J/ 61.0
78.7 83.7 88.9

TOTAL,ALL DEPARTURES,

BY AIRPORT 73.8 64.0 77.4 78.3 85.4 84.0 75.9 78.0 81.0 76.5 79.2 84.3
67.4 74.6 74.8 69.1

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 94.4 97.7 91.8 94.9 87.3 91.2 89.3 96.8 91.2 94.7 88.0 90.3
95.8 93.4 93.9 90.1

700 - 759 AM 88.0 90.1 85.8 84.6 81.9 90.3 85.0 94.8 87.6 94.5 87.4 86.4
92.9 91.6 89.7 87.0

800 - 859 AM 92.5 90.4 81.2 84.3 82.5 92.7 83.4 87.6 85.4 88.9 88.7 83.5
88.9 88.5 87.7 84.7

900 - 959 AM 87.4 85.6 85.4 80.9 82.5 84.8 73.8 88.6 88.0 83.1 76.6 79.3
84.7 87.3 85.7 82.8

1000 - 1059 AM 76.6 88.2 74.2 80.9 79.5 83.8 73.0 76.9 79.6 80.4 79.1
76.4 88.1 87.7 74.4 80.0

1100 - 1159 AM 72.9 86.9 80.3 80.3 77.9 82.3 69.6 73.7 85.3 77.6 70.7
70.7 85.4 85.3 74.5 77.9

1200 - 1259 PM 76.0 78.8 73.0 81.0 78.9 89.3 84.1 71.6 86.9 81.0 73.5
71.6 69.4 81.6 67.2 76.9

100 - 159 PM 63.7 78.3 73.0 83.4 75.4 80.1 74.5 72.9 74.7 75.7 68.3 74.5
76.8 82.9 68.7 75.5

200 - 259 PM 69.1 78.5 70.7 81.9 74.4 81.0 68.8 70.1 83.2 74.8 71.0 73.1
84.0 82.0 72.7 75.3

300 - 359 PM 68.1 75.7 68.8 84.7 69.5 75.1 63.2 68.3 73.5 75.2 66.6 71.1
77.9 81.7 67.5 71.6

400 - 459 PM 74.6 63.2 65.3 84.0 69.7 74.7 67.8 67.2 78.6 71.8 59.1 70.9
74.5 77.9 71.4 71.0

500 - 559 PM 79.8 76.9 67.6 77.6 65.9 74.9 69.7 68.5 75.3 67.9 67.2 66.3
78.1 78.6 70.2 70.6

600 - 659 PM 69.1 70.0 64.3 78.3 69.3 77.3 63.5 65.8 73.8 73.3 60.0 71.9
75.1 79.5 66.3 69.5

700 - 759 PM 72.6 71.5 73.3 84.5 70.0 68.4 62.5 65.3 83.9 67.7 49.8 70.0
78.5 81.6 73.7 69.6

800 - 859 PM 67.2 70.1 69.3 77.1 68.9 75.8 65.5 62.8 80.3 70.6 37.5 68.9
80.0 77.5 71.5 70.3

900 - 959 PM 71.1 64.9 65.6 100.0 72.3 78.7 64.8 63.5 78.9 69.1 54.4
71.3 78.1 78.4 57.4 70.6

1000 - 1059 PM 83.6 J/ 70.0 82.7 73.7 71.9 100.0 77.2 81.3 86.7 67.0
75.7 76.9 87.6 73.1 79.1

1100 - 559 AM J/ J/ 75.5 83.6 88.9 88.8 100.0 78.4 96.8 96.7 73.2 87.8
82.8 87.1 96.7 80.0

TOTAL, ALL DEPARTURES,

BY AIRPORT 76.9 80.8 74.9 81.8 75.4 82.9 72.5 74.4 82.2 80.2 71.4 76.3
82.1 83.3 76.2 76.8

> MARCH 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 5036 BOS-JFK 1900 30 93.33 78 58
>
> MQ 4514 ORF-LGA 1805 26 92.31 56 46
>
> MQ 4505 LGA-ORF 1605 26 92.31 47 47
>
> MQ 4740 BOS-BGR 2005 26 92.31 47 31
>
> DL 2519 BDL-TPA 1515 24 91.67 58 50
>
> AS 217 LAX-SEA 2026 31 90.32 44 37
>
> AS 413 OAK-SEA 1812 31 90.32 43 32
>
> MQ 4508 LGA-DTW 1130 26 88.46 66 68
>
> MQ 4885 ROC-BOS 1840 26 88.46 40 32
>
> AS 334 SEA-SMF 2117 26 88.46 34 30
>
> MQ 4527 DTW-LGA 1345 25 88.00 62 50
>
> AS 472 GEG-SEA 1730 31 87.10 48 37
>
> MQ 5058 DCA-JFK 2010 31 87.10 46 25
>
> AS 481 LAX-SEA 1716 31 87.10 45 44
>
> AS 111 SEA-FAI 2310 31 87.10 34 26
>
> AS 471 LAX-SEA 1819 22 86.36 51 36
>
> AS 491 SJC-SEA 2032 22 86.36 43 34
>
> AS 289 SFO-SEA 1834 27 85.19 79 50
>
> MQ 4542 RIC-LGA 1825 26 84.62 65 55
>
> MQ 4551 LGA-CMH 1900 26 84.62 62 49
>
> MQ 4504 LGA-DTW 0900 26 84.62 59 31
>
> MQ 4994 BOS-PHL 1700 26 84.62 44 38
>
> MQ 4976 BOS-CMH 1600 26 84.62 38 27
>
> MQ 4538 LGA-DTW 1830 25 84.00 52 36
>
> DL 2442 RSW-BOS 1920 31 83.87 58 41
>
> MQ 4973 BOS-ORF 2040 31 83.87 51 33
>
> AS 457 SEA-GEG 1600 31 83.87 37 29
>
> AS 665 LAS-SEA 1603 31 83.87 36 31
>
> AS 291 LAX-SFO 1934 18 83.33 47 31
>
> DL 2326 TPA-BDL 1855 24 83.33 58 48
>
> DL 2300 TPA-BDL 1200 24 83.33 28 20
>
> MQ 4552 ORF-LGA 1430 30 83.33 45 41
>
> AS 558 GEG-SEA 1900 22 81.82 66 58
>
> US 1908 PHL-BOS 1730 22 81.82 46 37
>
> MQ 4549 LGA-CMH 2010 21 80.95 56 37
>
> MQ 4492 ROC-LGA 1740 26 80.77 57 38
>
> AS 558 SEA-SAN 2043 26 80.77 52 39
>
> MQ 4884 BOS-ROC 1625 26 80.77 35 32
>
> MQ 5290 MCO-MIA 1245 26 80.77 28 24
>
> AA 1169 JFK-SJU 2015 31 80.65 65 44
>
> US 2972 PBI-BWI 1847 31 80.65 53 42
>
> AS 466 SEA-LAX 1856 31 80.65 45 27
>
> MQ 4864 BOS-PWM 2040 31 80.65 43 42
>
> AS 722 SEA-PHX 2051 31 80.65 35 31
>
> AS 485 SNA-SEA 1753 31 80.65 34 32
>
> MARCH 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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> AS 199 SEA-ANC 2042 31 80.65 31 34
>
> MQ 5059 JFK-DCA 0715 31 80.65 28 25
>
> MQ 4960 BOS-PHL 0855 31 80.65 26 20
>
> AS 295 LAX-SEA 1829 15 80.00 55 43
>
> MQ 4539 DTW-LGA 1645 25 80.00 51 33
>
> MARCH 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 39 9.0
>
> AMERICAN EAGLE 1431 62 4.3
>
> DELTA 2431 24 1.0
>
> AMERICA WEST 632 4 0.6
>
> US AIRWAYS 2076 7 0.3
>
> SOUTHWEST 2746 7 0.3
>
> AMERICAN 2131 5 0.2
>
> UNITED 2099 4 0.2
>
> TRANS WORLD 724 1 0.1
>
> NORTHWEST 1552 1 0.1
>
> ALOHA 171 0 0.0
>
> CONTINENTAL 1173 0 0.0
>
> TOTAL 17,601 154 0.9

MARCH 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) 76.8 84.0 237 238 DURANGO, CO. (DRO) 77.8 85.7 36 35

AGUADILLA, P.R. (BQN) 80.6 87.1 31 31 DUTCH HARBOR, AK. (DUT) 58.1 22.6
31 31

AKRON/CANTON, OH. (CAK) 78.4 88.6 88 88 EAGLE, CO. (EGE) 72.8 82.1 335
335

ALBANY, N.Y. (ALB) 69.8 80.4 1,430 1,426 EL PASO, TX. (ELP) 79.5 84.4
1,886 1,887

ALBUQUERQUE, N.M. (ABQ) 77.5 81.5 3,006 3,004 ELMIRA, N.Y. (ELM) 78.3
85.0 120 120

ALLENTOWN, PA. (ABE) 76.4 85.9 518 517 ERIE, PA. (ERI) 77.4 83.9 124 124

AMARILLO, TX. (AMA) 73.3 84.5 559 560 EUGENE, OR. (EUG) 68.8 75.8 186
186

ANCHORAGE, AK. (ANC) 63.9 78.1 1,468 1,470 EVANSVILLE, IN. (EVV) 74.5
78.0 141 141

ASHEVILLE, N.C. (AVL) 73.4 83.9 124 124 FAIRBANKS, AK. (FAI) 72.7 86.1
381 381

ATLANTA, GA. (ATL) 72.2 73.8 22,088 22,114 FARGO, N.D. (FAR) 87.6 91.1
145 146

AUSTIN, TX. (AUS) 77.3 84.4 3,740 3,742 FAYETTEVILLE ARKANSAS REG (XNA)
67.7 75.2 541 541

BAKERSFIELD, CA. (BFL) 68.8 72.4 186 185 FAYETTEVILLE, N.C. (FAY) 85.5
85.5 62 62

BALTIMORE, MD. (BWI) 76.8 77.4 8,627 8,629 FLINT, MI. (FNT) 90.3 93.5 93
93

BANGOR, ME. (BGR) 39.4 53.5 269 269 FRESNO, CA. (FAT) 74.8 77.7 274 273

BARROW, AK. (BRW) 88.0 90.7 75 75 FT. LAUDERDALE, FL. (FLL) 66.7 73.1
4,920 4,918

BATON ROUGE, LA. (BTR) 75.0 81.6 553 553 FT. MYERS, FL. (RSW) 65.4 77.4
1,997 1,999

BEAUMONT/PORT ARTHUR, TX (BPT) 75.3 79.2 150 125 FT. SMITH, AR. (FSM)
73.1 85.0 238 240

BETHEL, AK. (BET) 80.6 80.6 93 93 FT. WAYNE, IN. (FWA) 78.9 83.8 265 266

BILLINGS, MT. (BIL) 82.3 90.6 310 310 GRAND FORKS, N.D. (GFK) 81.8 88.8
88 89

BINGHAMTON, N.Y. (BGM) 69.4 83.9 62 62 GRAND RAPIDS, MI. (GRR) 76.3 85.6
946 949

BIRMINGHAM, AL. (BHM) 80.1 82.4 1,661 1,658 GREAT FALLS, MT. (GTF) 88.7
91.9 186 186

BISMARCK, N.D. (BIS) 85.7 96.7 119 120 GREEN BAY, WI. (GRB) 79.9 89.1
358 358

BLOOMINGTON, IL. (BMI) 78.7 82.0 150 150 GREENSBORO/HIGH PT., N.C. (GSO)
74.3 79.5 1,441 1,437

BOISE, ID. (BOI) 76.1 83.5 1,060 1,060 GREENVILLE/SPARTBG., S.C. (GSP)
71.8 80.5 642 642

BOSTON, MA. (BOS) 61.4 64.0 11,943 11,956 GULFPORT/BILOXI, MS. (GPT)
81.8 90.9 88 88

BOZEMAN, MT. (BZN) 79.2 91.1 159 158 GUNNISON, CO. (GUC) 73.1 81.8 67 66

BRISTOL, TN. (TRI) 80.6 93.5 62 62 HARLINGEN, TX. (HRL) 74.0 78.2 473
472

BROWNSVILLE, TX. (BRO) 82.9 91.7 35 36 HARRISBURG, PA. (MDT) 73.8 83.6
585 584

BUFFALO, N.Y. (BUF) 75.9 82.0 1,819 1,844 HARTFORD, CT./SPGFLD, MA.
(BDL) 69.8 77.1 3,213 3,216

BURBANK, CA. (BUR) 76.6 78.2 2,314 2,313 HELENA, MT. (HLN) 83.9 90.3 62
62

BURLINGTON, VT. (BTV) 57.7 66.3 392 392 HILO, HAWAII, HI. (ITO) 82.0
85.0 434 434

CEDAR RAPIDS/IOWA CTY,IA. (CID) 75.0 87.9 609 611 HONOLULU, OAHU, HI.
(HNL) 81.6 84.4 3,458 3,441

CHAMPAIGN, IL. (CMI) 83.1 83.9 136 137 HOUSTON, TX. (HOU) 77.9 75.2
5,171 5,168

CHARLESTON, S.C. (CHS) 76.7 82.8 589 588 HOUSTON, TX. (IAH) 79.9 84.3
11,316 11,318

CHARLESTON, W.V. (CRW) 81.7 88.2 93 93 HUNTSVILLE/DECATUR, AL. (HSV)
81.6 86.9 543 544

CHARLOTTE, N.C. (CLT) 78.9 78.3 11,184 11,185 INDIANAPOLIS, IN. (IND)
80.0 85.8 3,278 3,278

CHATTANOOGA, TN. (CHA) 86.1 86.2 180 181 INDIO/PALM SPRINGS, CA. (PSP)
74.1 75.6 1,050 1,052

CHICAGO, IL. (MDW) 82.5 80.8 4,226 4,225 ISLIP/LONG IS., N.Y. (ISP) 72.0
78.2 993 995

CHICAGO, IL. (ORD) 75.0 75.4 29,780 29,782 ITHACA, N.Y. (ITH) 74.2 84.2
120 120

CINCINNATI, OH. (CVG) 81.7 85.4 5,806 5,811 JACKSON/VICKSBURG, MS. (JAN)
78.1 85.5 892 895

CLEVELAND, OH. (CLE) 78.2 84.7 4,931 4,934 JACKSON, WY. (JAC) 71.6 77.4
134 133

COLLEGE STATION, TX. (CLL) 77.8 91.2 216 217 JACKSONVILLE, FL. (JAX)
73.5 78.4 2,396 2,398

COLORADO SPRINGS, CO. (COS) 73.7 86.2 977 975 JUNEAU, AK. (JNU) 70.0
72.6 310 310

COLUMBIA, S.C. (CAE) 81.0 83.1 331 331 KAHULUI, MAUI, HI. (OGG) 82.1
82.3 1,484 1,477

COLUMBUS, OH. (CMH) 76.0 82.5 3,367 3,365 KALAMAZOO, MI. (AZO) 78.1 85.6
269 270

CORDOVA, AK. (CDV) 75.8 79.0 62 62 KALISPELL, MT. (FCA) 86.3 88.7 124
124

CORPUS CHRISTI, TX. (CRP) 67.4 79.5 472 473 KANSAS CITY, MO. (MCI) 79.1
84.8 5,328 5,330

DALLAS/FT. WORTH, TX. (DAL) 81.5 77.7 4,225 4,223 KETCHIKAN, AK. (KTN)
70.4 78.0 186 186

DALLAS/FT. WORTH, TX. (DFW) 78.9 78.0 28,033 28,035 KEY WEST, FL. (EYW)
49.0 66.3 306 306

DAYTON, OH. (DAY) 79.5 87.3 1,002 1,003 KILLEEN, TX. (ILE) 73.8 83.2 271
274

DAYTONA BEACH, FL. (DAB) 70.8 82.8 185 186 KNOXVILLE, TN. (TYS) 80.1
84.7 487 485

DEADHORSE, AK. (SCC) 83.9 83.9 31 31 KODIAK, AK. (ADQ) 59.7 69.4 62 62

DENVER, CO. (DEN) 78.5 75.9 11,911 11,904 KONA, HAWAII., HI. (KOA) 80.4
83.7 718 716

DES MOINES, IA. (DSM) 80.7 87.2 755 756 KOTZEBUE, AK. (OTZ) 82.7 82.7 75
75

DETROIT, MI. (DTW) 83.7 81.0 12,876 12,877 LA CROSSE, WI. (LSE) 84.1
88.4 145 146

DUBUQUE, IA. (DBQ) 69.3 86.1 114 115 LAFAYETTE, LA. (LFT) 80.5 85.5 185
186

DULUTH, MN. (DLH) 78.4 88.7 167 168 LANSING, MI. (LAN) 82.4 95.0 199 199

MARCH 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.

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

LAREDO, TX. (LRD) 64.2 77.4 123 124 RENO, NV. (RNO) 78.8 78.9 2,345
2,346

LAS VEGAS, NV. (LAS) 76.4 74.6 11,848 11,815 RICHMOND, VA. (RIC) 76.5
81.1 1,635 1,635

LAWTON, OK. (LAW) 74.9 90.4 187 187 ROANOKE, VA. (ROA) 74.7 79.0 186 186

LEXINGTON/FRKFT, KY. (LEX) 79.2 89.7 274 272 ROCHESTER, MN. (RST) 81.3
86.5 198 200

LIHUE, KAUAI, HI. (LIH) 80.4 86.4 817 815 ROCHESTER, N.Y. (ROC) 67.8
75.4 1,466 1,466

LINCOLN, NE. (LNK) 74.0 84.0 181 181 SACRAMENTO, CA. (SMF) 79.6 81.5
3,342 3,344

LITTLE ROCK, AR. (LIT) 81.8 86.4 1,409 1,409 SAGINAW, MI. (MBS) 84.6
91.7 350 349

LONG BEACH, CA. (LGB) 77.3 88.1 260 261 SALT LAKE CITY, UT. (SLC) 79.2
82.1 6,795 6,796

LONGVIEW, TX. (GGG) 77.9 87.7 154 155 SAN ANGELO, TX. (SJT) 77.8 89.6
212 212

LOS ANGELES, CA. (LAX) 70.8 74.8 20,470 20,452 SAN ANTONIO, TX. (SAT)
77.6 83.5 3,206 3,205

LOUISVILLE, KY. (SDF) 83.1 88.0 1,839 1,836 SAN DIEGO, CA. (SAN) 76.6
80.2 7,049 7,045

LUBBOCK, TX. (LBB) 75.6 82.9 745 747 SAN FRANCISCO, CA. (OAK) 79.6 76.3
5,371 5,371

MADISON, WI. (MSN) 79.2 83.9 601 601 SAN FRANCISCO, CA. (SFO) 71.8 76.3
10,852 10,837

MANCHESTER, N.H. (MHT) 72.6 77.7 1,374 1,374 SAN JOSE, CA. (SJC) 78.5
78.7 6,426 6,418

MARQUETTE, MI. (MQT) 56.0 80.0 25 25 SAN JUAN, P.R. (SJU) 70.4 75.8
2,633 2,634

MEDFORD, OR. (MFR) 72.6 84.7 124 124 SAN LUIS OBISPO, CA. (SBP) 69.3
67.5 212 212

MELBOURNE, FL. (MLB) 72.9 81.3 155 155 SANTA BARBARA, CA. (SBA) 75.2
74.5 552 553

MEMPHIS, TN. (MEM) 84.2 83.4 5,050 5,040 SARASOTA/BRAD., FL. (SRQ) 65.9
80.4 557 557

MIAMI, FL. (MIA) 67.6 74.9 7,272 7,263 SAVANNAH, GA. (SAV) 68.7 80.1 527
527

MIDLAND/ODESSA, TX. (MAF) 73.8 80.1 640 642 SCRANTON/WILKES-BARRE,PA.
(AVP) 79.8 90.3 124 124

MILWAUKEE, WI. (MKE) 78.9 87.2 1,613 1,613 SEATTLE, WA. (SEA) 58.5 71.4
8,499 8,495

MINNEAPLS/ST.P, MN. (MSP) 83.0 81.8 12,228 12,227 SHREVEPORT, LA. (SHV)
70.3 80.3 558 557

MINOT, N.D. (MOT) 74.2 88.2 93 93 SIOUX CITY, IA. (SUX) 82.5 91.2 57 57

MISSION/MCALLEN, TX. (MFE) 80.7 89.8 331 332 SIOUX FALLS, S.D. (FSD)
85.8 93.1 274 275

MISSOULA, MT. (MSO) 82.6 93.5 155 154 SITKA, AK. (SIT) 66.7 81.7 93 93

MOBILE,AL./PASCAGOULA,MS. (MOB) 74.6 73.6 370 371 SOUTH BEND, IN. (SBN)
79.2 85.0 120 120

MOLINE, IL. (MLI) 85.6 90.7 181 182 SPOKANE, WA. (GEG) 70.4 80.2 1,099
1,101

MONROE, LA. (MLU) 73.5 87.6 185 185 SPRINGFIELD, MO. (SGF) 80.8 87.1 454
456

MONTEREY, CA. (MRY) 76.3 76.8 186 185 ST. CROIX, V.I. (STX) 71.0 85.5 62
62

MONTROSE, CO. (MTJ) 75.0 90.3 72 72 ST. LOUIS, MO. (STL) 83.1 83.3
14,114 14,113

MYRTLE BEACH, S.C. (MYR) 71.9 87.4 231 231 ST. THOMAS, V.I. (STT) 77.8
85.3 333 333

NAPLES, FL. (APF) 60.6 69.1 94 94 STEAMBOAT SPRINGS, CO. (HDN) 67.2 80.9
174 173

NASHVILLE, TN. (BNA) 81.2 83.1 4,972 4,969 SYRACUSE, N.Y. (SYR) 67.2
81.4 1,053 1,052

NEW ORLEANS, LA. (MSY) 77.1 81.7 4,535 4,533 TALLAHASSEE, FL. (TLH) 69.7
74.8 155 155

NEW YORK, N.Y. (JFK) 64.9 67.4 5,567 5,572 TAMPA, FL. (TPA) 68.9 76.2
6,322 6,321

NEW YORK, N.Y. (LGA) 61.5 69.1 10,893 10,896 TEXARKANA, AR. (TXK) 69.3
88.1 150 151

NEWARK, N.J. (EWR) 70.0 76.5 10,957 10,974 TOLEDO, OH. (TOL) 73.1 82.1
212 212

NEWBURGH, N.Y. (SWF) 69.9 82.8 93 93 TRAVERSE CITY, MI. (TVC) 79.4 81.3
155 155

NOME, AK. (OME) 82.6 83.7 86 86 TUCSON, AZ. (TUS) 74.8 81.0 1,767 1,766

NORFOLK/VA. BEACH, VA. (ORF) 73.3 84.0 1,564 1,564 TULSA, OK. (TUL) 78.4
83.9 1,966 1,964

OKLAHOMA CITY, OK. (OKC) 78.1 83.8 1,934 1,934 TYLER, TX. (TYR) 75.9
83.5 274 279

OMAHA, NE. (OMA) 77.1 84.4 1,575 1,574 VALPARAISO, FL. (VPS) 77.4 89.5
124 124

ONTARIO, CA. (ONT) 78.6 81.8 3,089 3,106 WACO, TX. (ACT) 80.3 89.5 238
239

ORANGE COUNTY, CA. (SNA) 78.1 81.0 3,676 3,681 WASHINGTON, D.C. (DCA)
78.4 84.0 8,218 8,226

ORLANDO, FL. (MCO) 70.3 76.9 9,158 9,158 WASHINGTON, D.C. (IAD) 76.8
79.2 4,654 4,658

PASCO, WA. (PSC) 84.7 86.3 124 124 WEST PALM BEACH, FL. (PBI) 66.3 72.8
2,597 2,599

PENSACOLA, FL. (PNS) 74.1 82.1 491 486 WHITE PLAINS, N.Y. (HPN) 63.9
68.6 629 630

PEORIA, IL. (PIA) 74.9 81.8 175 176 WICHITA FALLS, TX. (SPS) 76.2 86.6
185 186

PETERSBURG, AK. (PSG) 61.3 72.6 62 62 WICHITA, KS. (ICT) 81.9 86.9 711
711

PHILADELPHIA, PA. (PHL) 69.4 72.5 10,710 10,719 WILMINGTON, N.C. (ILM)
83.3 87.6 186 186

PHOENIX, AZ. (PHX) 75.1 74.4 16,502 16,493 WORCESTER, MA. (ORH) 38.7
46.2 93 93

PITTSBURGH, PA. (PIT) 80.5 82.2 9,339 9,339 WRANGELL, AK. (WRG) 62.9
67.7 62 62

PORTLAND, ME. (PWM) 63.4 65.3 805 806 YAKUTAT, AK. (YAK) 69.4 83.9 62 62

PORTLAND, OR. (PDX) 75.1 82.9 4,778 4,772

PROVIDENCE, R.I. (PVD) 73.7 79.1 2,544 2,546

RALEIGH/DURHAM, N.C. (RDU) 77.6 83.6 2,983 2,987

RAPID CITY, S.D. (RAP) 83.0 81.8 88 88

MARCH 2001

AIR TRAVEL CONSUMER REPORT

TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS

BY CARRIER

AT 31 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 17 24623 1724 7.0 103 42813 2932 6.8

AMERICAN S/ 31 48673 2505 5.1 99 64627 2954 4.6

UNITED S/ 30 51663 2296 4.4 99 64102 2634 4.1

US AIRWAYS S/ 27 46569 1926 4.1 88 63404 2562 4.0

DELTA S/ 30 54493 2271 4.2 110 74960 2885 3.8

AMERICA WEST S/ 25 14573 387 2.7 53 19216 535 2.8

CONTINENTAL S/ 30 25006 688 2.8 87 34194 884 2.6

NORTHWEST S/ 31 31314 805 2.6 116 46587 1058 2.3

ALASKA S/ 8 7598 166 2.2 34 13104 293 2.2

TRANS WORLD S/ 29 16200 332 2.0 71 21819 411 1.9

ALOHA S/ 1 62 2 3.2 7 5487 93 1.7

SOUTHWEST S/ 15 33233 269 0.8 59 80806 635 0.8

T O T A L 354,007 13,371 3.8 531,119 17,876 3.4

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

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

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

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

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

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

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

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

**H** Carrier did not serve airport.

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

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

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

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

**V** Carrier reported data voluntarily.

**[APPENDIX]{.underline}**

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

+--------+------------------------------+------------------------------+
|        | **[Airports Covered by the   | > **[Air Carriers Required   |
|        | Rule]{.underline}**          | > to Report]{.underline}**   |
|        |                              | >                            |
|        | Atlanta. Hartsfield ATL      | > **[Data to DOT and to CRS  |
|        |                              | > Vendors]{.underline}**     |
|        | Baltimore/Washington.        | >                            |
|        | International BWI            | > AS Alaska Airlines         |
|        |                              | >                            |
|        | Boston. Logan International  | > HP America West Airlines   |
|        | BOS                          | >                            |
|        |                              | > AA American Airlines       |
|        | Charlotte. Douglas CLT       | >                            |
|        |                              | > 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              |
|        |                              | >                            |
|        | Houston. George Bush IAH     | > **[Air Carriers            |
|        |                              | > Voluntarily                |
|        | Las Vegas. McCarran          | > Reporting]{.underline}**   |
|        | International LAS            | >                            |
|        |                              | > **[Data to DOT and to CRS  |
|        | Los Angeles. International   | > Vendors]{.underline}**     |
|        | LAX                          | >                            |
|        |                              | > AQ Aloha Airlines          |
|        | Miami. International MIA     |                              |
|        |                              | ![](media/image7.wmf){       |
|        | Minneapolis-St. Paul.        | width="2.6194444444444445in" |
|        | International MSP            | he                           |
|        |                              | ight="0.6347222222222222in"} |
|        | Newark. International EWR    |                              |
|        |                              |                              |
|        | New York. JFK International  |                              |
|        | JFK                          |                              |
|        |                              |                              |
|        | New York. LaGuardia LGA      |                              |
|        |                              |                              |
|        | Orlando. International MCO   |                              |
|        |                              |                              |
|        | Philadelphia. International  |                              |
|        | PHL                          |                              |
|        |                              |                              |
|        | Phoenix. Sky Harbor          |                              |
|        | International PHX            |                              |
|        |                              |                              |
|        | Pittsburgh. Greater          |                              |
|        | International PIT            |                              |
|        |                              |                              |
|        | Portland. International PDX  |                              |
|        |                              |                              |
|        | St. Louis. Lambert STL       |                              |
|        |                              |                              |
|        | Salt Lake City.              |                              |
|        | International SLC            |                              |
|        |                              |                              |
|        | San Diego. Lindbergh Field   |                              |
|        | SAN                          |                              |
|        |                              |                              |
|        | San Francisco. International |                              |
|        | SFO                          |                              |
|        |                              |                              |
|        | Seattle-Tacoma.              |                              |
|        | International SEA            |                              |
|        |                              |                              |
|        | Tampa. Tampa International   |                              |
|        | TPA                          |                              |
|        |                              |                              |
|        | Washington. Dulles           |                              |
|        | International IAD            |                              |
|        |                              |                              |
|        | Washington. Reagan National  |                              |
|        | DCA                          |                              |
+--------+------------------------------+------------------------------+

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

This section gives the rate of mishandled-baggage reports per 1,000
passengers by carrier and for the industry. The rate is based on the
total number of reports each carrier received from passengers concerning
lost, damaged, delayed or pilfered baggage. As with the data on flight
delays in the previous section, these baggage statistics are filed with
DOT's Bureau of Transportation Statistics (Office of Airline
Information) on a monthly basis by U.S. airlines that have at least one
percent of total domestic scheduled-service passenger revenues. See 14
CFR\
Part 234.

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***MARCH***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            | *   |        |       |   | **M  |        |       |
|   |            | *MA |        |       |   | ARCH |        |       |
|   |            | RCH |        |       |   | 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,  | 1,2    | **1   |   | 3    | 9      | **3   |
|   | AIRLINES   | 321 | 13,068 | .91** |   | ,319 | 98,696 | .32** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 2 | NORTHWEST  | 18, | 4,4    | **4   |   | 18   | 4,3    | **4   |
|   | AIRLINES   | 200 | 30,706 | .11** |   | ,525 | 44,581 | .26** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 3 | US AIRWAYS | 22, | 5,1    | **4   |   | 18   | 4,8    | **3   |
|   |            | 378 | 78,168 | .32** |   | ,890 | 05,574 | .93** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 4 | C          | 15, | 3,4    | **4   |   | 15   | 3,2    | **4   |
|   | ONTINENTAL | 557 | 49,991 | .51** |   | ,892 | 99,528 | .82** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 5 | DELTA AIR  | 40, | 8,6    | **4   |   | 47   | 9,3    | **5   |
|   | LINES      | 306 | 06,057 | .68** |   | ,088 | 51,475 | .04** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 6 | AMERICAN   | 29, | 6,1    | **4   |   | 34   | 6,1    | **5   |
|   | AIRLINES   | 974 | 73,385 | .86** |   | ,908 | 97,216 | .63** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 7 | AMERICA    | 10, | 1,9    | **5   |   | 12   | 1,6    | **7   |
|   | WEST       | 020 | 39,861 | .17** |   | ,949 | 93,759 | .65** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 8 | UNITED     | 34, | 6,5    | **5   |   | 44   | 6,8    | **6   |
|   | AIRLINES   | 736 | 67,735 | .29** |   | ,835 | 81,977 | .51** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 9 | TRANS      | 11, | 2,1    | **5   |   | 11   | 2,2    | **5   |
|   | WORLD      | 800 | 45,072 | .50** |   | ,923 | 74,786 | .24** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | SOUTHWEST  | 40, | 6,8    | **5   |   | 25   | 6,1    | **4   |
| 0 | AIRLINES   | 661 | 57,381 | .93** |   | ,974 | 89,303 | .20** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | AMERICAN   | 7,  | 1,0    | **6   |   | \*   | \*     |       |
| 1 | EAGLE      | 266 | 55,864 | .88** |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   | TOTALS     | 2   | 47,6   | **4   |   | 234  | 46,0   | **5   |
|   |            | 33, | 17,288 | .90** |   | ,303 | 36,895 | .09** |
|   |            | 219 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+

> **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.

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY TO MARCH***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            | **J |        |       |   | *    |        |       |
|   |            | ANU |        |       |   | *JAN |        |       |
|   |            | ARY |        |       |   | UARY |        |       |
|   |            | TO  |        |       |   | TO   |        |       |
|   |            | MA  |        |       |   | M    |        |       |
|   |            | RCH |        |       |   | ARCH |        |       |
|   |            | 200 |        |       |   | 20   |        |       |
|   |            | 1** |        |       |   | 00** |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| # | #####      | *   | **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     | 7,  | 2,9    | **2   |   | 9    | 2,7    | **3   |
|   | AIRLINES   | 382 | 12,564 | .53** |   | ,644 | 23,182 | .54** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 2 | US AIRWAYS | 61, | 13,5   | **4   |   | 52   | 12,4   | **4   |
|   |            | 322 | 57,619 | .52** |   | ,223 | 00,715 | .21** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 3 | NORTHWEST  | 53, | 11,4   | **4   |   | 52   | 11,1   | **4   |
|   | AIRLINES   | 411 | 84,933 | .65** |   | ,897 | 99,882 | .72** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 4 | C          | 44, | 9,3    | **4   |   | 46   | 8,7    | **5   |
|   | ONTINENTAL | 905 | 52,821 | .80** |   | ,613 | 95,037 | .30** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 5 | DELTA AIR  | 1   | 22,6   | **5   |   | 118  | 24,1   | **4   |
|   | LINES      | 15, | 37,829 | .09** |   | ,925 | 92,169 | .92** |
|   |            | 287 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 6 | AMERICAN   | 86, | 16,6   | **5   |   | 87   | 16,3   | **5   |
|   | AIRLINES   | 368 | 13,463 | .20** |   | ,610 | 22,519 | .37** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 7 | UNITED     | 92, | 17,5   | **5   |   | 122  | 18,0   | **6   |
|   | AIRLINES   | 840 | 40,880 | .29** |   | ,423 | 81,609 | .77** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 8 | AMERICA    | 27, | 5,1    | **5   |   | 29   | 4,4    | **6   |
|   | WEST       | 294 | 41,828 | .31** |   | ,541 | 78,915 | .60** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 9 | SOUTHWEST  | 1   | 18,4   | **5   |   | 70   | 16,4   | **4   |
|   | AIRLINES   | 08, | 17,612 | .90** |   | ,517 | 18,368 | .30** |
|   |            | 644 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | TRANS      | 36, | 5,5    | **6   |   | 31   | 5,8    | **5   |
| 0 | WORLD      | 189 | 96,769 | .47** |   | ,261 | 49,978 | .34** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | AMERICAN   | 19, | 2,7    | **6   |   | \*   | \*     |       |
| 1 | EAGLE      | 283 | 70,633 | .96** |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   | TOTALS     | 6   | 126,0  | **5   |   | 621  | 120,4  | **5   |
|   |            | 52, | 26,951 | .18** |   | ,654 | 62,374 | .16** |
|   |            | 925 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+

> **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

***OCTOBER-DECEMBER***

***PASSENGERS DENIED BOARDING***

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

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

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

                          Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                               

  1      ***DELTA AIR     39,504                652           24,042,911    **0.27**         35,040                377           24,946,036    **0.15**
         LINES***                                                                                                                              

                                                                                                                                               

  2      ***AMERICAN      42,165                650           18,565,990    **0.35**         56,106                851           19,117,505    **0.45**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  3      ***US AIRWAYS*** 28,350                894           15,009,965    **0.60**         20,601                537           13,645,066    **0.39**

                                                                                                                                               

  4      ***AMERICA WEST  11,047                333           4,907,424     **0.68**         17,459                702           4,881,725     **1.44**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  5      ***UNITED        27,944                1,458         18,818,818    **0.77**         36,048                3,079         19,963,617    **1.54**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  6      ***NORTHWEST     25,927                1,272         12,737,656    **1.00**         18,652                150           12,697,747    **0.12**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  7      ***ALASKA        6,493                 338           3,267,931     **1.03**         5,721                 221           3,291,358     **0.67**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  8      ***TRANS WORLD   14,299                1,075         5,875,474     **1.83**         13,392                151           6,063,236     **0.25**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  9      ***SOUTHWEST     21,724                3,766         18,501,627    **2.04**         18,997                2,187         16,789,416    **1.30**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  10     ***CONTINENTAL   18,563                2,903         9,975,265     **2.91**         16,696                493           9,935,520     **0.50**
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     236,016               13,341        131,703,061   **1.01**         238,712               8,748         131,331,226   **0.67**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY-DECEMBER***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **JANUARY-DECEMBER                                                 **JANUARY-DECEMBER                                
                          2000**                                                             1999**                                            

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

                          Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                               

  1      ***DELTA AIR     212,050               3,327         102,031,565   **0.33**         178,747               15,607        101,872,066   **1.53**
         LINES***                                                                                                                              

                                                                                                                                               

  2      ***AMERICAN      210,427               3,274         78,229,763    **0.42**         248,225               3,129         73,550,598    **0.43**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  3      ***NORTHWEST     108,501               3,011         53,112,324    **0.57**         87,216                922           51,071,787    **0.18**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  4      ***US AIRWAYS*** 94,259                3,740         57,481,514    **0.65**         80,750                2,839         54,162,381    **0.52**

                                                                                                                                               

  5      ***AMERICA WEST  57,935                2,274         20,229,421    **1.12**         58,550                2,651         19,042,148    **1.39**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  6      ***ALASKA        33,113                1,910         13,512,111    **1.41**         23,649                1,239         13,604,018    **.91**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  7      ***UNITED        119,306               11,101        77,624,771    **1.43**         138,233               7,249         80,217,857    **0.90**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  8      ***CONTINENTAL   66,391                7,259         40,270,205    **1.80**         63,671                1,332         39,432,089    **0.34**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  9      ***SOUTHWEST     90,352                13,741        72,568,399    **1.89**         78,772                9,003         65,348,225    **1.38**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  10     ***TRANS WORLD   65,061                6,385         25,138,095    **2.54**         66,344                1,803         24,780,273    **0.73**
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     1,057,395             56,022        540,198,168   **1.04**         1,024,157             45,774        523,081,442   **0.88**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

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

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

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

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

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

**Complaint Categories**. Table 2 ranks the categories of complaints
(baggage, refunds, etc.). 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

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

                  COMPLAINTS   OPINIONS   COMPLIMENTS   INFO          COMPLAINTS   OPINIONS   COMPLIMENTS   INFO
                                                        REQUESTS                                            REQUESTS

                                                                                                            

  U.S. AIRLINES   1,529        97         12            43            1,663        155        6             76

  FOREIGN         167          1          0             4             181          4          0             0
  AIRLINES                                                                                                  

  TRAVEL AGENTS   19           0          0             0             22           0          0             0

  TOUR OPERATORS  12           0          0             2             37           2          0             0

  MISCELLANEOUS   30           12         0             12            21           9          0             16

  INDUSTRY TOTALS 1,757        110        12            61            1,924        170        6             92
  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------

Table 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^5]

  ------------------- --------- -------------------- -------------- -- --------- ---------------- --------------
                      MARCH                                            MARCH                      
                      2001                                             2000                       

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

                                                                                                  

  FLIGHT PROBLEMS     1         627                                    1         701              

  CANCELLATIONS                                      210                                          217

  DELAYS                                             197                                          244

  MISCONNECTIONS                                     74                                           78

                                                                                                  

  CUSTOMER SERVICE    2         351                                    2         366              

                                                                                                  

  BAGGAGE             3         282                                    3         277              

                                                                                                  

  RES/TKTG/BOARDING   4         145                                    4         140              

                                                                                                  

  OVERSALES           5         78                                     6         107              

                                                                                                  

  REFUNDS             6         77                                     5         109              

                                                                                                  

  FARES               7         71                                     8         72               

                                                                                                  

  OTHER               8         63                                     9         54               

  FREQUENT FLYER                                     27                                           35

                                                                                                  

  DISABILITY          9         50                                     7         78               

                                                                                                  

  ADVERTISING         10        8                                      11        3                

                                                                                                  

  TOURS OR CHARTERS   11        4                                      10        17               

                                                                                                  

  ANIMALS             12        1                                      12        0                

                                                                                                  

  COMPLAINT TOTAL               1,757                                            1,924            
  ------------------- --------- -------------------- -------------- -- --------- ---------------- --------------

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[^7]

MARCH 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>17</td>
<td>6</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>15</td>
<td>12</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>56</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>9</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>3</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>30</td>
<td>5</td>
<td>5</td>
<td>2</td>
<td>2</td>
<td>12</td>
<td>19</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>79</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>95</td>
<td>7</td>
<td>14</td>
<td>4</td>
<td>13</td>
<td>32</td>
<td>46</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
<td>220</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE</td>
<td>12</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>5</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>22</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>14</td>
<td>2</td>
<td>2</td>
<td>2</td>
<td>1</td>
<td>10</td>
<td>9</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>41</td>
</tr>
<tr class="odd">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>5</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>0</td>
<td>6</td>
</tr>
<tr class="even">
<td>COMAIR</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>15</td>
<td>8</td>
<td>4</td>
<td>9</td>
<td>3</td>
<td>11</td>
<td>21</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>3</td>
<td>77</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>108</td>
<td>9</td>
<td>19</td>
<td>12</td>
<td>7</td>
<td>30</td>
<td>36</td>
<td>6</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>8</td>
<td>236</td>
</tr>
<tr class="odd">
<td>DELTA CONNECTION</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
</tr>
<tr class="even">
<td>FRONTIER AIRLINES</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="odd">
<td>HAWAIIAN AIRLINES</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>12</td>
</tr>
<tr class="even">
<td>HORIZON AIRLINES</td>
<td>4</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>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="odd">
<td>MIDWAY AIRLINES</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="even">
<td>MIDWEST EXPRESS AIRLINES</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="odd">
<td>NATIONAL AIRLINES</td>
<td>5</td>
<td>0</td>
<td>1</td>
<td>3</td>
<td>2</td>
<td>3</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>19</td>
</tr>
<tr class="even">
<td>NORTHWEST AIRLINES</td>
<td>40</td>
<td>3</td>
<td>8</td>
<td>5</td>
<td>7</td>
<td>23</td>
<td>25</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>10</td>
<td>127</td>
</tr>
<tr class="odd">
<td>RYAN INTERNATIONAL AIRLINES</td>
<td>6</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>7</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>8</td>
<td>1</td>
<td>3</td>
<td>2</td>
<td>1</td>
<td>8</td>
<td>7</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>35</td>
</tr>
<tr class="odd">
<td>SPIRIT AIRLINES</td>
<td>16</td>
<td>2</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>3</td>
<td>8</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>31</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>17</td>
<td>2</td>
<td>10</td>
<td>3</td>
<td>4</td>
<td>7</td>
<td>12</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>58</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>92</td>
<td>7</td>
<td>31</td>
<td>9</td>
<td>9</td>
<td>43</td>
<td>63</td>
<td>6</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>12</td>
<td>274</td>
</tr>
<tr class="even">
<td>UNITED EXPRESS</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>38</td>
<td>5</td>
<td>10</td>
<td>5</td>
<td>2</td>
<td>14</td>
<td>31</td>
<td>10</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>119</td>
</tr>
<tr class="even">
<td>US AIRWAYS EXPRESS</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>8</td>
</tr>
<tr class="odd">
<td>VANGUARD AIRLINES</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
</tr>
<tr class="even">
<td>OTHER U.S. AIRLINES</td>
<td>17</td>
<td>3</td>
<td>5</td>
<td>0</td>
<td>3</td>
<td>5</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>41</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 MARCH 2001</td>
<td>577</td>
<td>63</td>
<td>125</td>
<td>59</td>
<td>58</td>
<td>227</td>
<td>316</td>
<td>45</td>
<td>5</td>
<td>1</td>
<td>1</td>
<td>52</td>
<td>1,529</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>37.9</td>
<td>4.1</td>
<td>8.2</td>
<td>3.9</td>
<td>3.8</td>
<td>14.9</td>
<td>20.7</td>
<td>3</td>
<td>0.3</td>
<td>0.1</td>
<td>0.1</td>
<td>3.4</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 MARCH 2000</td>
<td>652</td>
<td>96</td>
<td>113</td>
<td>54</td>
<td>77</td>
<td>223</td>
<td>327</td>
<td>70</td>
<td>2</td>
<td>5</td>
<td>0</td>
<td>44</td>
<td>1,663</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>39.2</td>
<td>5.8</td>
<td>6.8</td>
<td>3.2</td>
<td>4.6</td>
<td>13.4</td>
<td>19.7</td>
<td>4.2</td>
<td>0.1</td>
<td>0.3</td>
<td>0</td>
<td>2.6</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

MARCH 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>MARCH</p></td>
<td><p>INCI-DENTS IN</p>
<p>MARCH</p></td>
<td>PERCENT</td>
<td></td>
<td><p>INCI-DENTS IN</p>
<p>FEB.</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>56</td>
<td>15</td>
<td>26.8</td>
<td></td>
<td>5</td>
<td>8.9</td>
<td></td>
<td>5</td>
<td>8.9</td>
<td></td>
<td>31</td>
<td>55.4</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>18</td>
<td>6</td>
<td>33.3</td>
<td></td>
<td>3</td>
<td>16.7</td>
<td></td>
<td>2</td>
<td>11.1</td>
<td></td>
<td>7</td>
<td>38.9</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>79</td>
<td>21</td>
<td>26.6</td>
<td></td>
<td>17</td>
<td>21.5</td>
<td></td>
<td>15</td>
<td>19.0</td>
<td></td>
<td>26</td>
<td>32.9</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>220</td>
<td>46</td>
<td>20.9</td>
<td></td>
<td>41</td>
<td>18.6</td>
<td></td>
<td>38</td>
<td>17.3</td>
<td></td>
<td>95</td>
<td>43.2</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE</td>
<td>22</td>
<td>5</td>
<td>22.7</td>
<td></td>
<td>6</td>
<td>27.3</td>
<td></td>
<td>1</td>
<td>4.5</td>
<td></td>
<td>10</td>
<td>45.5</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>41</td>
<td>11</td>
<td>26.8</td>
<td></td>
<td>7</td>
<td>17.1</td>
<td></td>
<td>1</td>
<td>2.4</td>
<td></td>
<td>22</td>
<td>53.7</td>
</tr>
<tr class="odd">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>6</td>
<td>2</td>
<td>33.3</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>4</td>
<td>66.7</td>
</tr>
<tr class="even">
<td>COMAIR</td>
<td>5</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>2</td>
<td>40.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>3</td>
<td>60.0</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>77</td>
<td>20</td>
<td>26.0</td>
<td></td>
<td>13</td>
<td>16.9</td>
<td></td>
<td>19</td>
<td>24.7</td>
<td></td>
<td>25</td>
<td>32.5</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>236</td>
<td>52</td>
<td>22.0</td>
<td></td>
<td>53</td>
<td>22.5</td>
<td></td>
<td>34</td>
<td>14.4</td>
<td></td>
<td>97</td>
<td>41.1</td>
</tr>
<tr class="odd">
<td>DELTA CONNECTION</td>
<td>7</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>2</td>
<td>28.6</td>
<td></td>
<td>4</td>
<td>57.1</td>
<td></td>
<td>1</td>
<td>14.3</td>
</tr>
<tr class="even">
<td>FRONTIER AIRLINES</td>
<td>5</td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>2</td>
<td>40.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>2</td>
<td>40.0</td>
</tr>
<tr class="odd">
<td>HAWAIIAN AIRLINES</td>
<td>12</td>
<td>1</td>
<td>8.3</td>
<td></td>
<td>1</td>
<td>8.3</td>
<td></td>
<td>3</td>
<td>25.0</td>
<td></td>
<td>7</td>
<td>58.3</td>
</tr>
<tr class="even">
<td>HORIZON AIRLINES</td>
<td>5</td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>3</td>
<td>60.0</td>
</tr>
<tr class="odd">
<td>MIDWAY AIRLINES</td>
<td>5</td>
<td>2</td>
<td>40.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>2</td>
<td>40.0</td>
</tr>
<tr class="even">
<td>MIDWEST EXPRESS AIRLINES</td>
<td>5</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>5</td>
<td>100.0</td>
</tr>
<tr class="odd">
<td>NATIONAL AIRLINES</td>
<td>19</td>
<td>2</td>
<td>10.5</td>
<td></td>
<td>1</td>
<td>5.3</td>
<td></td>
<td>1</td>
<td>5.3</td>
<td></td>
<td>15</td>
<td>78.9</td>
</tr>
<tr class="even">
<td>NORTHWEST AIRLINES</td>
<td>127</td>
<td>30</td>
<td>23.6</td>
<td></td>
<td>17</td>
<td>13.4</td>
<td></td>
<td>30</td>
<td>23.6</td>
<td></td>
<td>50</td>
<td>39.4</td>
</tr>
<tr class="odd">
<td>RYAN INTERNATIONAL AIRLINES</td>
<td>7</td>
<td>4</td>
<td>57.1</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>3</td>
<td>42.9</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>35</td>
<td>9</td>
<td>25.7</td>
<td></td>
<td>2</td>
<td>5.7</td>
<td></td>
<td>2</td>
<td>5.7</td>
<td></td>
<td>22</td>
<td>62.9</td>
</tr>
<tr class="odd">
<td>SPIRIT AIRLINES</td>
<td>31</td>
<td>6</td>
<td>19.4</td>
<td></td>
<td>2</td>
<td>6.5</td>
<td></td>
<td>6</td>
<td>19.4</td>
<td></td>
<td>17</td>
<td>54.8</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>58</td>
<td>15</td>
<td>25.9</td>
<td></td>
<td>5</td>
<td>8.6</td>
<td></td>
<td>11</td>
<td>19.0</td>
<td></td>
<td>27</td>
<td>46.6</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>274</td>
<td>48</td>
<td>17.5</td>
<td></td>
<td>60</td>
<td>21.9</td>
<td></td>
<td>51</td>
<td>18.6</td>
<td></td>
<td>115</td>
<td>42.0</td>
</tr>
<tr class="even">
<td>UNITED EXPRESS</td>
<td>5</td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>2</td>
<td>40.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>119</td>
<td>28</td>
<td>23.5</td>
<td></td>
<td>29</td>
<td>24.4</td>
<td></td>
<td>11</td>
<td>9.2</td>
<td></td>
<td>51</td>
<td>42.9</td>
</tr>
<tr class="even">
<td>US AIRWAYS EXPRESS</td>
<td>8</td>
<td>2</td>
<td>25.0</td>
<td></td>
<td>2</td>
<td>25.0</td>
<td></td>
<td>1</td>
<td>12.5</td>
<td></td>
<td>3</td>
<td>37.5</td>
</tr>
<tr class="odd">
<td>VANGUARD AIRLINES</td>
<td>6</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>4</td>
<td>66.7</td>
<td></td>
<td>2</td>
<td>33.3</td>
</tr>
<tr class="even">
<td>OTHER U.S. AIRLINES</td>
<td>41</td>
<td>7</td>
<td>17.1</td>
<td></td>
<td>6</td>
<td>14.6</td>
<td></td>
<td>7</td>
<td>17.1</td>
<td></td>
<td>21</td>
<td>51.2</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>1,529</td>
<td>335</td>
<td>21.9</td>
<td></td>
<td>279</td>
<td>18.2</td>
<td></td>
<td>248</td>
<td>16.2</td>
<td></td>
<td>667</td>
<td>43.6</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>1,663</td>
<td>542</td>
<td>32.6</td>
<td></td>
<td>555</td>
<td>33.4</td>
<td></td>
<td>387</td>
<td>23.3</td>
<td></td>
<td>179</td>
<td>10.8</td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup>AIRLINES ARE LISTED INDIVIDUALLY IF DOT
RECEIVED 5 OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD.
COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER 'OTHER U.S. AIRLINES'.<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

Table 5

AIR TRAVEL CONSUMER REPORT

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

BY COMPLAINT CATEGORY[^9]^\*^

MARCH 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 AFRIQUE                       3          0            0                   0       0         2         0          1             0              0       0         0       6

  AIR CANADA                        2          0            0                   0       1         2         2          0             0              0       0         1       8

  AIR FRANCE                        2          2            0                   0       4         7         1          0             0              0       0         2       18

  AIR JAMAICA                       2          1            0                   0       0         2         2          0             0              0       0         0       7

  ALITALIA AIRLINES                 4          5            0                   0       1         6         4          1             0              0       0         0       21

  BRITISH AIRWAYS                   5          0            2                   0       1         1         3          0             0              0       0         0       12

  LUFTHANSA                         0          1            0                   2       1         3         2          0             0              0       0         1       10

  TACA INTERNATIONAL AIRLINES       1          3            0                   1       0         1         1          0             0              0       0         0       7

  OTHER FOREIGN AIRLINES            16         3            8                   2       6         28        12         1             0              1       0         1       78

  TOTALS                            35         15           10                  5       14        52        27         3             0              1       0         5       167

                                                                                                                                                                              

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

  OTHER TRAVEL AGENTS               3          0            6                   5       2         1         0          0             1              0       0         1       19

  TOTALS                            3          0            6                   5       2         1         0          0             1              0       0         1       19

                                                                                                                                                                              

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

  OTHER TOUR OPERATORS              5          0            1                   0       0         0         3          1             0              1       0         1       12

  TOTALS                            5          0            1                   0       0         0         3          1             0              1       0         1       12

                                                                                                                                                                              

  **[MISCELLANEOUS]{.underline}**                                                                                                                                             

  OTHER MISCELLANEOUS               7          0            3                   2       3         2         5          1             2              1       0         4       30

  TOTALS                            7          0            3                   2       3         2         5          1             2              1       0         4       30

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 6

**MARCH**

**CONSUMER COMPLAINTS: RANKINGS**

**U.S. AIRLINES \***

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

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

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

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

                                                                                                                                                

  1          ***SOUTHWEST               35                 6,682,254            **0.52**                35                 6,199,801            **0.56**
             AIRLINES***                                                                                                                        

  2          ***ALASKA                  18                 1,214,896            **1.48**                27                 1,159,401            **2.33**
             AIRLINES***                                                                                                                        

  3          ***CONTINENTAL             77                 4,004,813            **1.92**                96                 4,059,051            **2.37**
             AIRLINES***                                                                                                                        

  4          ***AMERICAN                22                 1,089,883            **2.02**                26                 1,097,116            **2.37**
             EAGLE                                                                                                                              
             AIRLINES***                                                                                                                        

  5          ***US AIRWAYS***           119                5,440,024            **2.19**                82                 4,972,717            **1.65**

  6          ***NORTHWEST               127                5,126,614            **2.48**                122                5,169,093            **2.36**
             AIRLINES***                                                                                                                        

  7          ***DELTA AIR               236                9,005,587            **2.62**                194                9,734,435            **1.99**
             LINES***                                                                                                                           

  8          ***TRANS WORLD             58                 2,158,157            **2.69**                78                 2,369,505            **3.29**
             AIRLINES***                                                                                                                        

  9          ***AMERICAN                220                7,277,935            **3.02**                326                7,709,899            **4.23**
             AIRLINES***                                                                                                                        

  10         ***UNITED                  274                7,075,375            **3.87**                207                7,635,981            **2.71**
             AIRLINES***                                                                                                                        

  11         ***AMERICA WEST            79                 1,926,026            **4.10**                158                1,742,419            **9.07**
             AIRLINES***                                                                                                                        

             **TOTAL**                  **1,265**          **51,001,564**       **2.48**                **1,325**          **50,752,302**       **2.61**
  ---------- ---------------- --------- ------------------ -------------------- -------------------- -- ------------------ -------------------- --------------------

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. For American Eagle, effective
> January 2001.

Table 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

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

                  COMPLAINTS   OPINIONS   COMPLIMENTS   INFO          COMPLAINTS   OPINIONS   COMPLIMENTS   INFO
                                                        REQUESTS                                            REQUESTS

                                                                                                            

  U.S. AIRLINES   4,591        395        25            102           5,130        518        32            274

  FOREIGN         508          7          1             8             561          7          0             9
  AIRLINES                                                                                                  

  TRAVEL AGENTS   49           0          0             0             67           0          0             0

  TOUR OPERATORS  30           0          0             3             72           2          0             3

  MISCELLANEOUS   48           71         0             27            120          180        0             36

  INDUSTRY TOTALS 5,226        473        26            140           5,950        707        32            322
  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------

Table 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^10]

  ------------------- --------- --------------------- -------------- -- --------- ---------------- --------------
                      JANUARY                                           JANUARY                    
                      TO MARCH                                          TO MARCH                   
                      2001                                              2000                       

  COMPLAINT CATEGORY  RANKING   COMPLAINTS[^11]^\*^   SUB-CATEGORY      RANKING   COMPLAINTS\*\*   SUB-CATEGORY

                                                                                                   

  FLIGHT PROBLEMS     1         1,956                                   1         2,097            

  CANCELLATIONS                                       723                                          690

  DELAYS                                              595                                          732

  MISCONNECTIONS                                      169                                          266

                                                                                                   

  CUSTOMER SERVICE    2         966                                     2         1168             

                                                                                                   

  BAGGAGE             3         916                                     3         930              

                                                                                                   

  RES/TKTG/BOARDING   4         451                                     4         469              

                                                                                                   

  REFUNDS             5         210                                     5         303              

                                                                                                   

  FARES               6         186                                     6         271              

                                                                                                   

  OVERSALES           7         179                                     7         246              

                                                                                                   

  OTHER               8         178                                     9         192              

  FREQUENT FLYER                                      67                                           101

                                                                                                   

  DISABILITY          9         148                                     8         232              

                                                                                                   

  ADVERTISING         10        18                                      11        14               

                                                                                                   

  TOURS OR CHARTERS   11        16                                      10        28               

                                                                                                   

  ANIMALS             12        2                                       12        0                

                                                                                                   

  COMPLAINT TOTAL               5,226                                             5,950            
  ------------------- --------- --------------------- -------------- -- --------- ---------------- --------------

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[^12]

JANUARY TO MARCH 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>59</td>
<td>10</td>
<td>12</td>
<td>2</td>
<td>4</td>
<td>47</td>
<td>28</td>
<td>0</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>167</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>28</td>
<td>1</td>
<td>5</td>
<td>1</td>
<td>2</td>
<td>11</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>56</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>94</td>
<td>10</td>
<td>13</td>
<td>4</td>
<td>8</td>
<td>31</td>
<td>51</td>
<td>8</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>9</td>
<td>228</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>282</td>
<td>14</td>
<td>54</td>
<td>19</td>
<td>37</td>
<td>125</td>
<td>133</td>
<td>18</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>21</td>
<td>704</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE</td>
<td>35</td>
<td>6</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>8</td>
<td>8</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>62</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>50</td>
<td>4</td>
<td>7</td>
<td>4</td>
<td>3</td>
<td>27</td>
<td>19</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>120</td>
</tr>
<tr class="odd">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>10</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>16</td>
</tr>
<tr class="even">
<td>COMAIR</td>
<td>18</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>26</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>69</td>
<td>15</td>
<td>23</td>
<td>15</td>
<td>7</td>
<td>59</td>
<td>74</td>
<td>7</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>11</td>
<td>282</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>348</td>
<td>19</td>
<td>71</td>
<td>28</td>
<td>21</td>
<td>94</td>
<td>120</td>
<td>18</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>23</td>
<td>743</td>
</tr>
<tr class="odd">
<td>DELTA CONNECTION</td>
<td>11</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>3</td>
<td>7</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>24</td>
</tr>
<tr class="even">
<td>FRONTIER AIRLINES</td>
<td>11</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>20</td>
</tr>
<tr class="odd">
<td>HAWAIIAN AIRLINES</td>
<td>10</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>2</td>
<td>9</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>27</td>
</tr>
<tr class="even">
<td>HORIZON AIRLINES</td>
<td>11</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>15</td>
</tr>
<tr class="odd">
<td>MIDWAY AIRLINES</td>
<td>6</td>
<td>1</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>6</td>
<td>7</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>25</td>
</tr>
<tr class="even">
<td>MIDWEST EXPRESS AIRLINES</td>
<td>4</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>11</td>
</tr>
<tr class="odd">
<td>NATIONAL AIRLINES</td>
<td>8</td>
<td>0</td>
<td>2</td>
<td>3</td>
<td>2</td>
<td>4</td>
<td>7</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>29</td>
</tr>
<tr class="even">
<td>NORTHWEST AIRLINES</td>
<td>109</td>
<td>13</td>
<td>19</td>
<td>16</td>
<td>10</td>
<td>60</td>
<td>59</td>
<td>11</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>18</td>
<td>315</td>
</tr>
<tr class="odd">
<td>PAN AM</td>
<td>8</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>18</td>
</tr>
<tr class="even">
<td>RYAN INTERNATIONAL AIRLINES</td>
<td>12</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>4</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>22</td>
</tr>
<tr class="odd">
<td>SOUTHWEST AIRLINES</td>
<td>29</td>
<td>3</td>
<td>12</td>
<td>3</td>
<td>1</td>
<td>23</td>
<td>24</td>
<td>7</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>104</td>
</tr>
<tr class="even">
<td>SPIRIT AIRLINES</td>
<td>128</td>
<td>7</td>
<td>10</td>
<td>4</td>
<td>5</td>
<td>30</td>
<td>36</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>224</td>
</tr>
<tr class="odd">
<td>SUN COUNTRY AIRLINES</td>
<td>4</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>3</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>12</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>59</td>
<td>5</td>
<td>26</td>
<td>8</td>
<td>8</td>
<td>28</td>
<td>39</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>9</td>
<td>188</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>237</td>
<td>17</td>
<td>71</td>
<td>26</td>
<td>24</td>
<td>105</td>
<td>139</td>
<td>24</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>25</td>
<td>671</td>
</tr>
<tr class="even">
<td>UNITED EXPRESS</td>
<td>9</td>
<td>1</td>
<td>3</td>
<td>1</td>
<td>3</td>
<td>5</td>
<td>5</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>28</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>113</td>
<td>7</td>
<td>29</td>
<td>17</td>
<td>4</td>
<td>47</td>
<td>60</td>
<td>20</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>10</td>
<td>309</td>
</tr>
<tr class="even">
<td>US AIRWAYS EXPRESS</td>
<td>15</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>22</td>
</tr>
<tr class="odd">
<td>VANGUARD AIRLINES</td>
<td>9</td>
<td>0</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>1</td>
<td>17</td>
</tr>
<tr class="even">
<td>OTHER U.S. AIRLINES</td>
<td>42</td>
<td>6</td>
<td>13</td>
<td>0</td>
<td>7</td>
<td>13</td>
<td>19</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>3</td>
<td>106</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 JANUARY 2001</td>
<td>1,828</td>
<td>145</td>
<td>391</td>
<td>157</td>
<td>156</td>
<td>738</td>
<td>872</td>
<td>138</td>
<td>12</td>
<td>4</td>
<td>2</td>
<td>148</td>
<td>4,591</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>40</td>
<td>3.2</td>
<td>8.5</td>
<td>3.4</td>
<td>3.4</td>
<td>16.1</td>
<td>19.1</td>
<td>3</td>
<td>0.3</td>
<td>0.1</td>
<td>0</td>
<td>3.2</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 JANUARY 2000</td>
<td>1,947</td>
<td>217</td>
<td>390</td>
<td>198</td>
<td>220</td>
<td>731</td>
<td>1,032</td>
<td>215</td>
<td>10</td>
<td>7</td>
<td>0</td>
<td>163</td>
<td>5,130</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>38</td>
<td>4.2</td>
<td>7.6</td>
<td>3.9</td>
<td>4.3</td>
<td>14.2</td>
<td>20.1</td>
<td>4.2</td>
<td>0.2</td>
<td>0.1</td>
<td>0</td>
<td>3.2</td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup></p>
<p><sup>**</sup>AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 10 OR
MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
INCLUDED UNDER 'OTHER U.S. AIRLINES'.<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

Table 4

AIR TRAVEL CONSUMER REPORT

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

BY COMPLAINT CATEGORY[^14]^\*^

JANUARY TO MARCH 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 ARUBA                         0          1            0                   0       15        0         0          0             0              0       0         1       17

  AIR CANADA                        5          0            0                   1       1         7         5          1             0              0       0         1       21

  AIR FRANCE                        12         5            0                   1       7         24        7          1             0              0       0         4       61

  AIR JAMAICA                       6          3            0                   0       0         2         4          0             0              0       0         0       15

  ALITALIA AIRLINES                 12         10           4                   0       3         20        8          2             0              0       0         2       61

  BRITISH AIRWAYS                   11         0            4                   3       1         8         12         0             0              1       0         2       42

  BWIA                              2          1            2                   3       0         5         0          1             0              0       0         0       14

  KLM                               1          1            0                   0       0         6         2          0             0              0       0         1       11

  LACSA                             0          2            2                   0       1         12        1          0             0              0       0         0       18

  LUFTHANSA                         1          1            0                   2       1         6         5          0             0              0       0         1       17

  MEXICANA                          5          1            0                   0       0         3         5          0             0              0       0         0       14

  TACA INTERNATIONAL AIRLINES       1          4            0                   2       0         6         1          0             1              0       0         0       15

  OTHER FOREIGN AIRLINES            49         5            20                  3       11        73        29         3             0              2       0         7       202

  TOTALS                            105        34           32                  15      40        172       79         8             1              3       0         19      508

                                                                                                                                                                              

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

  OTHER TRAVEL AGENTS               5          0            21                  10      7         1         0          0             3              0       0         2       49

  TOTALS                            5          0            21                  10      7         1         0          0             3              0       0         2       49

                                                                                                                                                                              

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

  OTHER TOUR OPERATORS              7          0            2                   0       4         0         6          1             0              8       0         2       30

  TOTALS                            7          0            2                   0       4         0         6          1             0              8       0         2       30

                                                                                                                                                                              

  **[MISCELLANEOUS]{.underline}**                                                                                                                                             

  OTHER MISCELLANEOUS               11         0            5                   4       3         5         9          1             2              1       0         7       48

  TOTALS                            11         0            5                   4       3         5         9          1             2              1       0         7       48

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 5

**JANUARY-MARCH**

**CONSUMER COMPLAINTS: RANKINGS**

**U.S. AIRLINES \***

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

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

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

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

                                                                                                                                                        

  1          ***SOUTHWEST                       104                17,950,136           **0.58**                103                16,445,256           **0.63**
             AIRLINES***                                                                                                                                

  2          ***ALASKA                          56                 3,197,981            **1.75**                72                 3,167,722            **2.27**
             AIRLINES***                                                                                                                                

  3          ***US AIRWAYS***                   309                14,200,981           **2.18**                293                12,819,787           **2.29**

  4          ***AMERICAN                        62                 2,849,775            **2.18**                83                 2,847,493            **2.91**
             EAGLE                                                                                                                                      
             AIRLINES***                                                                                                                                

  5          ***NORTHWEST                       315                13,393,992           **2.35**                377                13,440,369           **2.80**
             AIRLINES***                                                                                                                                

  6          ***CONTINENTAL                     282                10,801,164           **2.61**                365                10,789,000           **3.38**
             AIRLINES***                                                                                                                                

  7          ***DELTA AIR                       743                23,622,259           **3.15**                546                25,075,338           **2.18**
             LINES***                                                                                                                                   

  8          ***TRANS WORLD                     188                5,581,972            **3.37**                221                6,062,454            **3.65**
             AIRLINES***                                                                                                                                

  9          ***UNITED                          671                18,858,985           **3.56**                689                20,141,417           **3.42**
             AIRLINES***                                                                                                                                

  10         ***AMERICAN                        704                19,702,680           **3.57**                931                20,483,970           **4.55**
             AIRLINES***                                                                                                                                

  11         ***AMERICA WEST                    228                5,103,753            **4.47**                418                4,612,138            **9.06**
             AIRLINES***                                                                                                                                

             **TOTAL**                          **3,662**          **135,263,678**      **2.71**                **4,015**          **133,037,451**      **3.02**
  ---------- ---------------- ----------------- ------------------ -------------------- -------------------- -- ------------------ -------------------- --------------------

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. For American Eagle, 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 05/2001

[^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 reporting
    > effective January 2001.

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

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

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

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

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

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

[^9]: ^\*\*^ EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" IS ADDED
    AS A NEW CATEGORY.

[^10]: ^^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS
    ATTACHED.

[^11]: ^\*\*^ INCLUDES FIGURES FOR SUB-CATEGORIES.

[^12]: ^\*^ EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" WAS ADDED
    AS A NEW CATEGORY.

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

[^14]: ^\*\*^ EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" IS ADDED
    AS A NEW CATEGORY.