+-------------------------------+--------------------------------------+
| ![](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:** **MARCH 2002**               |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays January 2002             |
|                           | >                                        |
|                           | > 12 Months Ending January 2002          |
|                           | >                                        |
|                           | > Mishandled Baggage January 2002        |
|                           | >                                        |
|                           | > Oversales 4th Quarter 2001             |
|                           | >                                        |
|                           | > January-December 2001                  |
|                           | >                                        |
|                           | > Consumer Complaints January 2002       |
|                           | >                                        |
|                           | > (Includes Disability Complaints)       |
+---------------------------+------------------------------------------+

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

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

**Section Page**

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

***Flight Delays***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

**Section Page**

***Mishandled Baggage***

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

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

***Oversales***

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

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

**Ranking\--YTD** \...\...\...\...\...\..........21

***Consumer Complaints***

**Explanation** \...\...\...\...\...\..........22

**Complaint Tables 1-5** \...\...\...\.....23

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

**Rankings, Table 6** \...\...\...\.....28

**Complaint Categories** \...\...\...\.....29

![](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 ten U.S. air carriers that have at least
one percent of total domestic scheduled-service passenger revenues.
(Aloha Airlines reported data voluntarily for the period October 2000
through October 2001; TWA ceased operating in December 2001).

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

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

In fulfilling DOT's data reporting requirements, the reporting air
carriers use automated and/or manual systems for collecting flight data.
Those using an automated system rely on the Aircraft Communication
Addressing and Reporting System (ACARS). Based on the latest information
available to DOT, of the 10 reporting air carriers, 4 (American,
Northwest, United and US Airways) use ACARS exclusively; 3 (Alaska,
America West and Southwest) rely solely on their pilots, gate agents
and/or ground crews to record arrival times manually; and 3 (American
Eagle, Continental and Delta) use a combination of ACARS and manual
reporting systems.

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

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

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

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

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

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

However, information on the performance of specific flights is displayed
on the 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"}

JANUARY 2002

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER \*

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

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

NUMBER OF PERCENT OF NUMBER OF PERCENT OF

AIRPORTS ARRIVALS AIRPORTS ARRIVALS

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

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

AMERICA WEST S/ 26 85.6 50 86.3

SOUTHWEST S/ 15 83.9 59 84.6

CONTINENTAL S/ 30 83.6 78 83.8

AMERICAN S/ 32 82.8 101 83.0

US AIRWAYS S/ 27 81.1 70 81.1

AMERICAN EAGLE S/ 20 82.1 104 80.9

UNITED S/ 31 79.8 85 79.8

NORTHWEST S/ 32 79.9 111 79.3

ALASKA S/ 10 77.1 38 75.0

DELTA S/ 32 75.3 110 74.9

T O T A L 80.8 81.0

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

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

**NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA**

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

JANUARY 2002

AIR TRAVEL CONSUMER REPORT

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

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

12 MONTHS

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

CARRIER\* 01-03 2001 04-06 2001 07-09 2001 10-12 2001 11 2001 12 2001 01
2002 01 2002 09 1987 - 01 2002

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

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

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

ALASKA 63.5 (12) 72.5 (11) 66.8 (12) 73.7 (11) 75.9 (11) 69.0 (11) 75.0
(9) 69.7 (10) 75.7 (8)

ALOHA 85.3 (1) 84.5 (1) 83.8 (1) 79.9 \-\-\-- \-\-\-- \-\-- \-\-\--
\-\-- \-\-\-- \-\-\-- 83.1 \-\-\-- 85.7 \-\--

AMERICA WEST 68.7 (10) 75.2 (9) 72.1 (7) 85.2 (3) 86.0 (5) 86.6 (1) 86.3
(1) 76.2 (7) 78.3 (5)

AMERICAN 73.7 (7) 77.9 (8) 71.1 (9) 81.8 (8) 82.7 (8) 82.7 (3) 83.0 (4)
76.5 (6) 78.7 (3)

AMERICAN EAGLE 63.7 (11) 70.1 (12) 69.8 (10) 81.6 (9) 81.4 (9) 80.1 (6)
80.9 (6) 72.5 (9) 71.6 (10)

CONTINENTAL 79.5 (2) 82.6 (3) 75.8 (5) 85.8 (2) 85.9 (6) 82.9 (2) 83.8
(3) 81.0 (2) 78.5 (4)

DELTA 73.2 (9) 78.9 (7) 75.2 (6) 86.2 (1) 86.7 (2) 81.7 (4) 74.9 (10)
78.2 (5) 77.4 (7)

NORTHWEST 79.1 (3) 80.9 (5) 76.9 (4) 82.3 (7) 85.6 (7) 77.2 (10) 79.3
(8) 79.5 (3) 79.7 (2)

SOUTHWEST 77.8 (4) 83.2 (2) 81.5 (2) 84.4 (5) 86.6 (4) 79.8 (7) 84.6 (2)
82.3 (1) 82.3 (1)

TRANS WORLD 76.1 (6) 82.4 (4) 81.1 (3) 84.0 (6) 87.5 (1) 79.0 (8)
\-\-\-- \-\-- 81.2 \-\-- 78.0 \-\--

UNITED 73.6 (8) 74.3 (10) 68.0 (11) 79.9 (10) 80.8 (10) 77.9 (9) 79.8
(7) 73.7 (8) 75.2 (9)

US AIRWAYS 77.3 (5) 80.3 (6) 72.0 (8) 84.6 (4) 86.7 (3) 80.8 (5) 81.1
(5) 78.4 (4) 78.1 (6)

TOTAL 74.5 78.7 74.2 83.2 84.7 80.2 81.0 77.9 78.3

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

\* All U.S. airlines with at least one percent of total domestic
scheduled-service passenger revenues, plus other carriers that report
voluntarily. Aloha Airlines reported

data voluntarily each month from October 2000 through October 2001.
American Eagle reporting effective January 2001. Trans World ceased
operating December 2001.

#  NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA

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

**The ranking columns in this table that include September 2001 data
(3^rd^ Quarter 2001, 12 months ending January 2002, and Database to
Date) reflect data submitted by the carriers to BTS for the entire month
of September. The flight delay data for the period September 1-10 only
was the basis for the September rankings in the ATCR's issued in
November and December 2001 and January 2002.**

JANUARY 2002

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

ATL BOS BWI CLT CVG DCA DEN DFW

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

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

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

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

AA 723 78.8 1298 81.9 527 77.2 271 84.9 89 87.6 751 85.5 855 83.9 12346
85.3

AS H/ H/ H/ H/ H/ 31 74.2 H/ H/

CO 424 79.2 556 87.6 255 82.4 27 92.6 H/ 330 90.0 350 79.1 399 79.7

DL 16926 74.8 1826 84.0 432 70.1 207 74.4 4819 79.0 1091 80.1 587 72.1
2845 78.5

HP 155 78.7 100 79.0 155 70.3 H/ H/ 93 83.9 211 86.7 173 90.8

MQ H/ 2007 80.6 324 66.4 93 72.0 152 73.7 146 74.0 H/ 6109 87.5

NW 467 73.4 387 78.3 299 79.3 138 81.9 27 55.6 369 75.1 337 67.1 443
74.9

UA 520 75.8 894 85.0 463 82.7 93 83.9 124 83.1 327 84.7 6647 83.0 521
80.4

US 514 74.5 1930 86.9 779 78.3 8934 83.3 H/ 1948 91.1 279 67.4 302 73.8

WN H/ H/ 3945 87.4 H/ H/ H/ H/ H/

TOTAL 19729 75.1 8998 83.6 7179 82.5 9763 83.0 5211 78.9 5086 85.5 9266
81.3 23138 84.6

ARRIVAL AIRPORT

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

DTW EWR FLL IAD IAH JFK LAS LAX

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

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

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

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

AA 612 82.2 923 82.6 630 84.8 598 85.6 539 83.3 1164 80.9 831 76.4 2724
82.7

AS H/ H/ H/ 31 77.4 H/ H/ 279 86.4 560 82.1

CO 257 84.0 4821 83.9 431 81.4 86 87.2 7924 87.9 H/ 400 69.5 563 69.8

DL 214 71.0 760 80.5 1085 73.5 552 75.9 247 72.9 774 86.2 651 64.5 1208
70.0

HP 124 79.0 182 80.8 62 82.3 H/ 151 86.8 155 78.7 2078 82.3 523 88.9

MQ 138 73.2 288 70.8 93 71.0 267 77.9 H/ 955 77.6 H/ 1863 95.3

NW 8679 83.6 444 75.7 163 60.7 295 78.0 356 77.8 124 80.6 310 56.5 461
65.9

UA 244 81.6 655 80.2 94 80.9 1804 82.9 335 78.8 460 83.0 872 75.2 2921
80.1

US 397 80.1 460 83.0 668 70.5 253 85.8 302 79.1 H/ 155 58.1 310 65.8

WN 535 82.2 H/ 977 85.4 H/ 167 87.4 H/ 5125 80.4 3353 84.4

TOTAL 11200 82.9 8533 82.2 4203 78.0 3886 81.9 10021 86.3 3632 81.3
10701 77.8 14486 81.9

JANUARY 2002

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

LGA MCO MDW MIA MSP ORD PDX PHL

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

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

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

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

AA 1531 87.6 899 84.8 111 87.4 2985 82.3 688 84.7 8231 81.8 248 84.3 751
78.3

AS H/ H/ H/ H/ H/ 31 83.9 1265 82.4 H/

CO 285 81.8 530 84.9 93 88.2 328 79.6 218 80.3 451 79.6 100 67.0 171
77.8

DL 2100 80.4 1643 77.6 93 78.5 310 50.0 307 72.0 589 62.3 434 66.6 537
68.9

HP H/ 124 86.3 H/ 62 88.7 155 85.2 222 78.4 186 86.0 155 82.6

MQ 809 81.1 176 92.6 H/ 736 91.6 H/ 4950 73.0 H/ 296 66.9

NW 487 74.5 439 71.1 351 77.2 206 68.0 8909 85.1 603 71.5 160 61.3 387
65.4

UA 561 85.9 466 81.8 H/ 386 81.3 472 81.4 9883 79.0 748 79.7 537 79.5

US 1912 92.1 936 76.5 H/ 340 70.6 248 82.7 604 72.7 H/ 6467 77.0

WN H/ 1680 87.8 3464 85.9 H/ H/ H/ 979 81.8 H/

TOTAL 7685 84.9 6893 81.8 4112 85.0 5353 80.3 10997 84.4 25564 78.0 4120
79.2 9301 76.1

ARRIVAL AIRPORT

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

PHX PIT SAN SEA SFO SLC STL TPA

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

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

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

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

AA 616 75.2 169 87.6 730 77.4 471 78.3 1259 75.0 247 72.9 8637 82.6 554
85.9

AS 310 77.4 H/ 302 77.2 3165 73.9 487 72.3 H/ H/ H/

CO 305 78.7 80 88.8 216 69.9 302 75.8 359 70.5 105 67.6 108 83.3 381
80.8

DL 495 73.3 248 78.2 465 69.5 558 65.2 619 61.7 3837 73.6 184 76.6 1138
74.3

HP 5601 88.5 H/ 254 90.2 186 82.3 336 78.6 151 81.5 62 80.6 63 84.1

MQ H/ 366 71.6 741 95.7 H/ H/ H/ H/ 152 88.2

NW 319 63.0 168 79.2 186 63.4 375 70.7 307 63.8 96 64.6 315 78.7 377
70.3

UA 576 74.3 155 85.2 650 75.1 1123 79.4 4345 75.1 465 75.7 279 79.6 280
76.4

US 213 65.7 6685 84.3 217 67.7 217 62.2 278 54.7 H/ 244 80.7 824 68.2

WN 5389 83.6 H/ 2265 81.2 1113 83.0 H/ 1174 81.2 2204 82.7 1677 86.1

TOTAL 13824 83.4 7871 83.5 6026 79.7 7510 75.5 7990 72.6 6075 75.1 12033
82.3 5446 79.0

JANUARY 2002

AIR TRAVEL CONSUMER REPORT

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

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 67.7 91.9 J/ 96.8 74.2 J/ J/ 78.7 95.7 84.0 J/ 100.0 96.2
80.8 100.0 96.4 77.3 74.2

700 - 759 AM 84.2 89.3 91.4 86.0 80.2 93.8 87.9 90.7 85.4 89.3 94.4 92.3
87.5 82.3 95.9 93.2 87.4 76.3

800 - 859 AM 77.3 88.2 85.3 84.2 81.7 86.1 83.0 87.0 88.0 85.9 88.2 88.2
87.1 93.5 86.2 91.5 86.7 87.3

900 - 959 AM 73.3 90.3 90.9 78.5 87.7 91.8 87.3 85.4 82.0 91.4 73.6 86.4
87.5 83.7 80.8 87.4 89.2 87.5

1000 - 1059 AM 75.4 86.4 88.1 78.8 82.6 87.7 81.1 84.2 82.3 92.5 77.8
86.3 85.0 90.3 71.0 81.6 88.1 86.9

1100 - 1159 AM 77.7 88.8 87.7 83.4 82.6 84.1 83.8 85.3 80.6 89.9 83.0
81.0 85.9 88.5 74.1 81.6 86.5 85.3

1200 - 1259 PM 78.7 89.3 89.4 83.8 81.7 83.2 87.5 83.5 85.4 89.3 83.8
86.9 89.3 50.0 78.1 78.9 87.1 80.8

100 - 159 PM 82.0 84.0 89.6 88.6 77.0 87.5 78.9 90.6 86.0 81.4 72.7 90.4
86.9 87.2 78.3 84.3 88.1 83.8

200 - 259 PM 76.4 87.4 84.5 83.7 85.5 90.5 80.2 83.6 82.0 85.2 82.8 84.2
87.0 84.0 78.8 82.5 90.2 82.8

300 - 359 PM 73.8 83.9 80.1 81.6 80.5 83.3 82.5 86.5 85.3 79.9 79.2 79.9
89.3 82.6 78.8 82.5 86.7 85.0

400 - 459 PM 65.9 79.5 78.0 83.7 87.1 81.5 79.4 87.2 87.2 80.8 76.4 80.8
84.9 84.8 74.9 82.0 85.1 80.3

500 - 559 PM 74.9 80.5 78.3 86.3 79.4 86.9 82.8 80.2 81.5 79.2 73.0 71.3
85.0 82.7 67.0 81.0 86.8 78.6

600 - 659 PM 77.5 76.9 78.0 80.7 72.2 82.9 74.9 80.5 81.4 79.1 75.4 75.0
83.4 76.8 75.3 79.5 80.7 76.1

700 - 759 PM 71.1 80.8 78.5 82.3 73.5 82.0 81.7 80.3 80.9 67.1 71.0 80.3
85.3 77.2 76.3 76.6 76.6 78.3

800 - 859 PM 71.2 79.1 75.7 79.8 79.0 82.5 73.0 79.4 82.0 79.1 71.2 76.0
79.3 79.4 78.5 76.6 79.2 76.7

900 - 959 PM 70.3 81.0 81.4 84.3 82.4 86.5 83.6 81.2 65.6 84.2 79.6 79.2
85.2 76.2 77.8 74.5 84.8 80.3

1000 - 1059 PM 76.8 82.7 77.6 88.7 78.3 J/ 82.6 76.6 81.4 80.0 79.7 86.3
89.1 66.7 77.3 81.4 81.6 81.2

1100 - 559 AM 78.6 82.3 81.9 87.2 82.9 J/ 86.2 87.7 83.2 86.1 73.2 82.4
81.2 80.6 84.1 88.8 81.7 81.4

TOTAL, ALL ARRIVALS,

BY AIRPORT 75.1 83.6 82.5 83.0 78.9 85.5 81.3 84.6 82.9 82.2 78.0 81.9
86.3 81.3 77.8 81.9 84.9 81.8

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 84.1 95.2 93.8 82.4 40.0 83.2 J/ 87.6 J/ 70.0 78.6 J/ 90.6
92.1 88.1

700 - 759 AM 93.5 96.8 93.5 78.2 95.1 87.8 93.9 85.4 94.8 94.4 82.1 76.6
86.6 82.9 86.3

800 - 859 AM 88.4 87.1 87.7 81.5 87.1 80.4 89.1 83.7 90.5 85.4 81.4 80.3
89.6 95.2 85.3

900 - 959 AM 89.9 87.7 84.8 78.3 89.8 85.3 90.2 91.1 85.1 82.3 79.1 88.9
89.6 78.3 84.2

1000 - 1059 AM 88.1 82.5 84.5 82.3 81.9 89.3 83.4 86.1 79.4 85.0 69.3
73.0 82.7 79.1 81.9

1100 - 1159 AM 91.2 80.1 82.9 86.3 81.0 83.7 80.0 83.5 79.6 76.7 67.3
79.9 83.0 75.5 82.0

1200 - 1259 PM 87.6 79.3 89.4 79.1 83.5 83.6 88.0 83.4 80.7 77.1 65.0
75.0 87.9 81.8 83.0

100 - 159 PM 81.9 71.7 87.0 79.5 84.7 78.8 83.1 82.5 82.9 82.5 71.3 72.4
86.6 82.8 83.2

200 - 259 PM 85.0 77.8 88.7 76.4 81.4 75.8 81.2 86.3 79.2 80.5 73.7 77.4
86.7 80.6 82.0

300 - 359 PM 82.3 84.2 83.5 76.7 76.1 73.8 86.0 84.1 80.9 76.5 77.0 77.1
83.3 83.9 81.2

400 - 459 PM 85.2 77.9 81.5 76.9 81.0 70.8 82.3 81.4 77.5 71.5 76.3 74.0
80.6 78.6 79.8

500 - 559 PM 82.7 65.2 82.6 79.8 80.4 70.0 83.4 84.9 82.9 67.6 68.3 64.8
77.3 82.6 79.2

600 - 659 PM 83.0 81.5 78.9 71.6 71.2 67.9 73.2 75.6 65.8 65.1 76.9 77.6
74.2 72.8 76.7

700 - 759 PM 78.4 67.9 81.9 73.5 72.3 70.9 81.9 84.3 75.7 71.4 68.9 76.1
74.8 66.7 76.9

800 - 859 PM 85.2 79.1 75.7 75.0 82.4 66.1 85.0 79.5 81.2 67.5 74.9 75.1
73.7 78.5 77.0

900 - 959 PM 85.6 73.5 82.6 81.2 65.0 72.5 79.6 83.6 69.8 71.7 67.9 66.8
77.9 77.8 77.9

1000 - 1059 PM 76.9 80.5 79.1 79.0 79.3 78.1 80.5 84.9 80.2 73.1 80.5
79.0 81.4 70.7 79.0

1100 - 559 AM 81.1 79.7 87.9 88.3 77.8 86.0 80.5 81.0 74.0 75.7 74.0
77.5 86.7 82.5 82.2

TOTAL, ALL ARRIVALS,

BY AIRPORT 85.0 80.3 84.4 78.0 79.2 76.1 83.4 83.5 79.7 75.5 72.6 75.1
82.3 79.0 80.8

JANUARY 2002

AIR TRAVEL CONSUMER REPORT

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

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 88.9 92.0 93.4 90.2 89.9 94.7 92.4 92.3 84.6 92.2 93.3 95.2
95.5 72.6 93.6 93.6 94.5 94.5

700 - 759 AM 88.2 91.5 90.4 90.9 92.7 95.1 94.9 90.4 83.6 94.1 93.3 91.6
94.8 83.3 93.1 93.8 95.0 94.9

800 - 859 AM 85.9 89.4 92.9 88.1 87.5 93.6 89.2 91.7 83.4 90.8 93.4 91.4
93.2 82.4 91.0 92.2 90.6 96.0

900 - 959 AM 84.3 86.8 88.4 89.4 87.7 92.3 88.7 86.5 78.6 92.3 90.2 89.3
92.1 83.7 88.0 88.6 89.8 93.7

1000 - 1059 AM 81.9 92.3 86.0 80.0 91.0 92.5 84.3 86.5 81.0 93.2 80.2
83.7 91.0 90.8 76.8 85.1 91.1 88.2

1100 - 1159 AM 81.8 90.4 86.2 82.4 89.3 95.0 84.6 86.1 76.3 93.6 81.8
95.4 91.8 93.1 75.3 83.7 90.1 88.0

1200 - 1259 PM 81.8 88.6 85.4 86.2 89.5 90.4 86.8 84.6 80.6 90.6 80.8
85.7 91.2 78.8 76.6 84.6 89.2 88.2

100 - 159 PM 84.9 87.6 78.6 85.7 88.4 86.3 86.7 86.1 78.5 87.5 83.4 90.3
91.3 96.8 74.7 78.6 90.1 83.4

200 - 259 PM 81.0 86.2 83.8 82.6 83.1 90.5 83.5 83.9 74.6 86.2 75.6 84.4
87.4 79.8 74.1 83.2 89.0 84.5

300 - 359 PM 72.5 83.7 80.3 83.3 86.9 90.6 80.9 83.0 76.5 86.1 79.7 83.6
87.8 79.9 76.7 84.2 86.0 78.4

400 - 459 PM 72.2 84.1 77.6 83.5 84.2 86.6 82.6 80.9 78.9 86.4 78.9 77.8
90.5 71.9 76.9 85.3 88.3 81.9

500 - 559 PM 69.8 80.1 67.6 83.4 84.2 91.7 82.8 85.4 82.8 82.4 73.3 81.6
86.2 68.5 66.4 78.8 88.5 81.7

600 - 659 PM 73.5 76.8 76.0 73.0 77.6 87.4 85.0 75.4 74.1 83.3 79.8 80.9
85.0 70.1 74.7 83.2 86.9 81.4

700 - 759 PM 77.1 79.0 75.3 80.3 78.9 87.8 83.0 78.8 77.5 83.0 79.2 86.4
88.2 79.3 78.2 82.2 87.6 84.0

800 - 859 PM 74.5 83.6 80.5 85.9 78.2 94.4 89.7 83.9 80.0 80.4 75.0 88.8
89.6 71.0 74.0 79.3 83.5 79.6

900 - 959 PM 72.2 88.5 79.1 84.6 84.0 97.1 J/ 83.7 82.5 J/ 81.4 87.9
81.0 70.4 78.1 84.1 79.1 84.6

1000 - 1059 PM 76.3 J/ 88.4 87.3 89.7 J/ J/ 100.0 0.0 J/ J/ J/ 98.1 82.9
85.0 86.9 J/ J/

1100 - 559 AM 84.3 91.1 64.5 J/ J/ J/ 88.7 90.2 J/ 88.6 90.3 87.1 J/ J/
88.1 91.1 100.0 87.1

TOTAL, ALL DEPARTURES,

BY AIRPORT 78.8 86.4 83.0 84.5 85.2 91.3 85.7 84.8 80.1 88.5 82.6 87.1
90.0 77.7 80.5 85.7 89.6 86.9

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 92.0 86.3 85.2 91.1 90.8 92.7 97.5 92.5 93.9 91.6 91.8 87.9
92.8 94.6 91.9

700 - 759 AM 87.3 93.2 89.7 90.0 95.5 89.1 95.2 90.0 93.5 92.7 92.6 91.7
90.2 88.3 91.6

800 - 859 AM 86.2 91.2 90.5 87.4 91.0 80.3 93.0 90.1 92.0 89.0 89.1 85.2
90.1 89.7 89.1

900 - 959 AM 88.0 88.8 83.2 85.0 85.1 86.3 93.5 89.8 88.5 86.8 87.1 89.6
91.7 90.9 87.8

1000 - 1059 AM 89.6 92.7 85.3 86.4 88.4 84.7 86.1 87.6 84.2 83.8 82.1
88.7 89.4 88.1 86.1

1100 - 1159 AM 82.0 88.7 83.8 86.9 86.0 91.4 84.3 88.0 84.6 80.0 81.1
83.5 86.7 84.2 85.4

1200 - 1259 PM 82.7 76.7 89.2 84.4 83.1 89.9 78.1 91.2 80.3 79.7 77.8
80.0 88.0 83.8 84.0

100 - 159 PM 82.2 85.4 86.0 83.2 83.2 88.6 84.8 79.1 84.4 81.1 78.9 82.6
86.8 81.6 84.2

200 - 259 PM 71.7 79.8 85.2 78.9 88.0 82.3 78.6 84.2 80.2 80.1 82.4 81.3
85.8 78.2 82.6

300 - 359 PM 80.3 77.1 84.7 79.8 78.4 75.2 78.7 85.5 76.4 80.4 81.1 78.5
85.6 85.3 81.2

400 - 459 PM 72.2 83.1 83.2 77.7 71.6 81.2 79.6 87.1 79.9 83.4 86.3 80.3
79.0 74.7 80.8

500 - 559 PM 75.9 81.6 81.3 77.4 85.7 70.5 77.9 83.7 81.0 72.3 78.0 78.5
80.4 76.5 79.2

600 - 659 PM 79.8 65.3 84.2 77.2 79.9 71.8 79.4 84.5 79.6 66.7 79.6 83.6
73.8 83.1 78.9

700 - 759 PM 75.1 77.3 82.0 73.9 70.4 75.7 70.3 75.3 78.0 67.8 85.4 70.1
73.7 77.4 78.5

800 - 859 PM 80.1 73.2 85.0 77.6 69.0 71.9 80.6 85.6 79.5 72.9 79.4 81.3
73.5 76.3 79.7

900 - 959 PM 82.9 83.3 83.8 77.2 J/ 72.2 79.8 83.2 85.8 75.7 68.5 78.6
78.7 85.4 80.5

1000 - 1059 PM J/ 98.3 50.0 J/ 69.6 90.9 85.5 91.8 92.0 80.6 90.5 79.9
85.2 80.8 85.6

1100 - 559 AM 87.5 91.8 80.6 J/ 91.8 90.7 94.3 93.5 93.5 93.0 94.4 J/
82.4 93.5 90.0

TOTAL, ALL DEPARTURES,

BY AIRPORT 82.0 84.0 84.9 82.1 84.5 80.9 83.6 87.2 84.9 82.5 84.6 82.8
84.1 83.8 84.1

> JANUARY 2002
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF
> THE TIME OR MORE
>
> NUMBER OF PERCENTAGE OF FLIGHT
>
> FLIGHT ORIGIN-DESTIN. SCHEDULED OPERATIONS OPERATIONS ARRIVING NO. OF
> MIN. LATE
>
> CARRIER NUMBER AIRPORTS DEPARTURE TIME REPORTED 15 MINUTES LATE OR
> MORE D/ AVERAGE MEDIAN
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> WN 1947 TPA-PHX 1630 19 84.21 25 25
>
> JANUARY 2002
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 6. NUMBER AND PERCENTAGE OF REGULARLY SCHEDULED FLIGHTS I/
>
> ARRIVING LATE 70% OF THE TIME OR MORE
>
> NUMBER OF REGULARLY SCHEDULED FLIGHTS
>
> REGULARLY SCHEDULED FLIGHTS LATE 70% OF THE TIME OR MORE D/
>
> FOR WHICH
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> CARRIER CARRIER REPORTED DATA NUMBER PERCENTAGE
>
> \-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-- \-\-\-\-\-\-\-\-\--
>
> DELTA 2041 8 0.4
>
> SOUTHWEST 2700 3 0.1
>
> US AIRWAYS 1545 1 0.1
>
> ALASKA 391 0 0.0
>
> AMERICA WEST 494 0 0.0
>
> CONTINENTAL 938 0 0.0
>
> AMERICAN EAGLE 1203 0 0.0
>
> NORTHWEST 1317 0 0.0
>
> UNITED 1493 0 0.0
>
> AMERICAN 2302 0 0.0
>
> TOTAL 14,424 12 0.1
>
> JANUARY 2002
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT
>
> PERCENT REPORTED PERCENT REPORTED
>
> ON-TIME OPERATIONS ON-TIME OPERATIONS
>
> CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> ABILENE, TX. (ABI) 87.1 96.2 209 209 DULUTH, MN. (DLH) 70.7 87.1 147
> 147
>
> AGUADILLA, P.R. (BQN) 77.8 94.1 18 17 DURANGO, CO. (DRO) 89.7 97.4 39
> 39
>
> AKRON/CANTON, OH. (CAK) 90.3 90.3 31 31 DUTCH HARBOR, AK. (DUT) 31.2
> 54.5 77 77
>
> ALBANY, N.Y. (ALB) 78.9 85.4 1,181 1,181 EAGLE, CO. (EGE) 64.1 84.1
> 276 276
>
> ALBUQUERQUE, N.M. (ABQ) 84.5 86.4 2,991 2,990 EL PASO, TX. (ELP) 87.3
> 90.4 1,723 1,723
>
> ALLENTOWN, PA. (ABE) 84.8 91.4 211 210 ERIE, PA. (ERI) 89.5 90.0 19 20
>
> AMARILLO, TX. (AMA) 83.0 89.9 524 524 EUGENE, OR. (EUG) 81.7 90.3 93
> 93
>
> ANCHORAGE, AK. (ANC) 66.1 77.3 1,513 1,514 EVANSVILLE, IN. (EVV) 73.6
> 81.0 125 126
>
> ASHEVILLE, N.C. (AVL) 82.8 90.2 122 122 FAIRBANKS, AK. (FAI) 75.1 82.8
> 413 412
>
> ATLANTA, GA. (ATL) 75.1 78.8 19,729 19,726 FARGO, N.D. (FAR) 79.1 92.9
> 182 182
>
> AUGUSTA, GA. (AGS) 3 3 FAYETTEVILLE ARKANSAS REG (XNA) 74.7 83.0 415
> 418
>
> AUSTIN, TX. (AUS) 85.7 91.4 3,212 3,211 FLINT, MI. (FNT) 75.8 90.1 91
> 91
>
> BALTIMORE, MD. (BWI) 82.5 83.0 7,179 7,180 FRESNO, CA. (FAT) 90.1 89.4
> 263 265
>
> BANGOR, ME. (BGR) 81.1 91.3 206 206 FT. LAUDERDALE, FL. (FLL) 78.0
> 82.6 4,203 4,205
>
> BARROW, AK. (BRW) 80.6 79.0 62 62 FT. MYERS, FL. (RSW) 74.6 87.8 1,394
> 1,398
>
> BATON ROUGE, LA. (BTR) 80.8 85.6 334 333 FT. SMITH, AR. (FSM) 90.4
> 93.3 240 240
>
> BEAUMONT/PORT ARTHUR, TX (BPT) 79.5 85.5 122 124 FT. WAYNE, IN. (FWA)
> 83.0 83.6 188 189
>
> BETHEL, AK. (BET) 59.2 63.3 120 120 GRAND FORKS, N.D. (GFK) 70.7 96.6
> 58 58
>
> BILLINGS, MT. (BIL) 79.0 91.4 276 278 GRAND RAPIDS, MI. (GRR) 72.0
> 85.2 831 830
>
> BIRMINGHAM, AL. (BHM) 82.3 88.2 1,489 1,489 GREAT FALLS, MT. (GTF)
> 77.7 91.8 184 184
>
> BISMARCK, N.D. (BIS) 78.3 93.3 120 120 GREEN BAY, WI. (GRB) 80.4 88.3
> 316 316
>
> BLOOMINGTON, IL. (BMI) 73.9 81.7 92 93 GREENSBORO/HIGH PT., N.C. (GSO)
> 77.3 86.2 852 853
>
> BOISE, ID. (BOI) 80.8 87.2 930 929 GREENVILLE/SPARTBG., S.C. (GSP)
> 75.8 81.1 442 444
>
> BOSTON, MA. (BOS) 83.6 86.4 8,998 8,991 GULFPORT/BILOXI, MS. (GPT)
> 80.3 95.1 61 61
>
> BOZEMAN, MT. (BZN) 57.9 86.5 126 126 GUNNISON, CO. (GUC) 85.7 93.7 63
> 63
>
> BROWNSVILLE, TX. (BRO) 88.9 100.0 27 26 HARLINGEN, TX. (HRL) 85.6 85.0
> 341 341
>
> BUFFALO, N.Y. (BUF) 84.7 89.5 1,244 1,244 HARRISBURG, PA. (MDT) 82.1
> 88.2 458 458
>
> BURBANK, CA. (BUR) 81.4 81.9 2,098 2,098 HARTFORD, CT./SPGFLD, MA.
> (BDL) 86.0 88.6 2,784 2,782
>
> BURLINGTON, VT. (BTV) 85.7 87.6 217 217 HELENA, MT. (HLN) 75.8 88.7 62
> 62
>
> CEDAR RAPIDS/IOWA CTY,IA. (CID) 79.5 88.5 488 488 HONOLULU, OAHU, HI.
> (HNL) 66.0 86.5 850 850
>
> CHAMPAIGN, IL. (CMI) 66.4 81.6 152 152 HOUSTON, TX. (HOU) 84.4 80.2
> 4,671 4,674
>
> CHARLESTON, S.C. (CHS) 78.8 89.0 363 363 HOUSTON, TX. (IAH) 86.3 90.0
> 10,021 10,020
>
> CHARLOTTE, N.C. (CLT) 83.0 84.5 9,763 9,758 HUNTSVILLE/DECATUR, AL.
> (HSV) 79.5 86.2 298 298
>
> CHATTANOOGA, TN. (CHA) 81.6 87.5 87 88 INDIANAPOLIS, IN. (IND) 81.6
> 89.7 2,783 2,783
>
> CHICAGO, IL. (MDW) 85.0 82.0 4,112 4,111 INDIO/PALM SPRINGS, CA. (PSP)
> 83.0 84.7 616 616
>
> CHICAGO, IL. (ORD) 78.0 82.1 25,564 25,557 ISLIP/LONG IS., N.Y. (ISP)
> 88.2 88.7 853 853
>
> CINCINNATI, OH. (CVG) 78.9 85.2 5,211 5,209 JACKSON/VICKSBURG, MS.
> (JAN) 80.4 88.5 607 608
>
> CLEVELAND, OH. (CLE) 84.3 90.2 3,833 3,835 JACKSON, WY. (JAC) 78.2
> 80.6 124 124
>
> COLLEGE STATION, TX. (CLL) 89.0 96.9 191 192 JACKSONVILLE, FL. (JAX)
> 81.0 89.4 1,997 2,000
>
> COLORADO SPRINGS, CO. (COS) 81.5 91.1 671 671 JUNEAU, AK. (JNU) 75.8
> 78.7 310 310
>
> COLUMBIA, S.C. (CAE) 81.9 85.7 182 182 KAHULUI, MAUI, HI. (OGG) 67.1
> 74.6 343 343
>
> COLUMBUS, OH. (CMH) 80.7 87.6 3,266 3,260 KALAMAZOO, MI. (AZO) 75.4
> 86.5 191 192
>
> CORDOVA, AK. (CDV) 85.5 88.7 62 62 KALISPELL, MT. (FCA) 76.6 91.1 124
> 124
>
> CORPUS CHRISTI, TX. (CRP) 76.7 86.1 347 345 KANSAS CITY, MO. (MCI)
> 81.4 86.2 4,642 4,644
>
> DALLAS/FT. WORTH, TX. (DAL) 88.0 83.7 3,661 3,665 KETCHIKAN, AK. (KTN)
> 73.7 82.8 186 186
>
> DALLAS/FT. WORTH, TX. (DFW) 84.6 84.8 23,138 23,127 KEY WEST, FL.
> (EYW) 94.2 96.1 155 155
>
> DAYTON, OH. (DAY) 83.1 88.7 795 795 KILLEEN, TX. (ILE) 84.8 92.9 237
> 239
>
> DAYTONA BEACH, FL. (DAB) 63.2 83.2 125 125 KING SALMON, AK. (AKN) 50.0
> 78.6 14 14
>
> DEADHORSE, AK. (SCC) 79.6 85.7 49 49 KNOXVILLE, TN. (TYS) 84.3 88.0
> 350 350
>
> DENVER, CO. (DEN) 81.3 85.7 9,266 9,273 KODIAK, AK. (ADQ) 67.7 75.8 62
> 62
>
> DES MOINES, IA. (DSM) 82.6 88.9 719 718 KONA, HAWAII., HI. (KOA) 66.9
> 90.3 124 124
>
> DETROIT, MI. (DTW) 82.9 80.1 11,200 11,190 KOTZEBUE, AK. (OTZ) 69.8
> 70.9 86 86
>
> DILLINGHAM, AK. (DLG) 78.6 78.6 14 14 LA CROSSE, WI. (LSE) 78.2 84.8
> 124 125
>
> DUBUQUE, IA. (DBQ) 75.3 82.8 93 93 LAFAYETTE, LA. (LFT) 92.5 94.5 146
> 146
>
> JANUARY 2002
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT
>
> PERCENT REPORTED PERCENT REPORTED
>
> ON-TIME OPERATIONS ON-TIME OPERATIONS
>
> CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> LANSING, MI. (LAN) 79.8 93.4 228 228 PROVIDENCE, R.I. (PVD) 85.4 89.2
> 2,139 2,139
>
> LAREDO, TX. (LRD) 82.9 90.3 123 124 RALEIGH/DURHAM, N.C. (RDU) 79.9
> 81.2 3,879 3,877
>
> LAS VEGAS, NV. (LAS) 77.8 80.5 10,701 10,705 RAPID CITY, S.D. (RAP)
> 85.6 87.9 90 91
>
> LAWTON, OK. (LAW) 86.5 94.7 208 208 RENO, NV. (RNO) 82.8 83.3 1,970
> 1,970
>
> LEXINGTON/FRKFT, KY. (LEX) 75.4 86.3 183 183 RICHMOND, VA. (RIC) 80.6
> 85.5 1,234 1,237
>
> LIHUE, KAUAI, HI. (LIH) 60.6 78.8 66 66 ROCHESTER, MN. (RST) 85.0 91.0
> 187 188
>
> LITTLE ROCK, AR. (LIT) 82.8 89.4 1,180 1,179 ROCHESTER, N.Y. (ROC)
> 83.2 88.7 742 741
>
> LONG BEACH, CA. (LGB) 87.0 94.4 177 177 SACRAMENTO, CA. (SMF) 78.2
> 79.5 3,248 3,249
>
> LONGVIEW, TX. (GGG) 95.2 95.2 124 124 SAGINAW, MI. (MBS) 79.8 92.6 203
> 203
>
> LOS ANGELES, CA. (LAX) 81.9 85.7 14,486 14,479 SALT LAKE CITY, UT.
> (SLC) 75.1 82.8 6,075 6,076
>
> LOUISVILLE, KY. (SDF) 82.6 87.3 1,588 1,588 SAN ANGELO, TX. (SJT) 86.3
> 94.9 175 177
>
> LUBBOCK, TX. (LBB) 82.0 88.7 645 645 SAN ANTONIO, TX. (SAT) 82.9 89.4
> 3,017 3,016
>
> MADISON, WI. (MSN) 71.2 83.1 496 496 SAN DIEGO, CA. (SAN) 79.7 84.9
> 6,026 6,031
>
> MANCHESTER, N.H. (MHT) 85.2 88.7 1,267 1,267 SAN FRANCISCO, CA. (OAK)
> 78.9 76.9 4,827 4,825
>
> MARQUETTE, MI. (MQT) 44.0 84.0 25 25 SAN FRANCISCO, CA. (SFO) 72.6
> 84.6 7,990 7,991
>
> MAYAGUEZ, P.R. (MAZ) 86.2 90.0 29 30 SAN JOSE, CA. (SJC) 82.1 82.7
> 5,020 5,018
>
> MEDFORD, OR. (MFR) 79.6 84.9 93 93 SAN JUAN, P.R. (SJU) 80.1 84.1
> 2,228 2,223
>
> MELBOURNE, FL. (MLB) 75.8 80.6 124 124 SAN LUIS OBISPO, CA. (SBP) 95.7
> 92.3 208 209
>
> MEMPHIS, TN. (MEM) 81.9 84.4 3,740 3,737 SANTA BARBARA, CA. (SBA) 97.2
> 96.5 282 282
>
> MIAMI, FL. (MIA) 80.3 84.0 5,353 5,355 SARASOTA/BRAD., FL. (SRQ) 69.0
> 83.2 345 346
>
> MIDLAND/ODESSA, TX. (MAF) 85.8 91.0 614 612 SAVANNAH, GA. (SAV) 75.1
> 86.2 494 494
>
> MILWAUKEE, WI. (MKE) 80.0 89.1 1,374 1,375 SCRANTON/WILKES-BARRE,PA.
> (AVP) 84.7 90.3 124 124
>
> MINNEAPLS/ST.P, MN. (MSP) 84.4 84.9 10,997 10,989 SEATTLE, WA. (SEA)
> 75.5 82.5 7,510 7,510
>
> MINOT, N.D. (MOT) 84.9 93.5 93 93 SHREVEPORT, LA. (SHV) 88.4 94.1 372
> 372
>
> MISSION/MCALLEN, TX. (MFE) 84.1 92.2 232 231 SIOUX FALLS, S.D. (FSD)
> 81.0 94.0 116 116
>
> MISSOULA, MT. (MSO) 73.1 93.6 156 157 SITKA, AK. (SIT) 71.0 82.8 93 93
>
> MOBILE,AL./PASCAGOULA,MS. (MOB) 76.0 88.0 183 183 SPOKANE, WA. (GEG)
> 79.9 87.3 981 982
>
> MOLINE, IL. (MLI) 89.3 88.7 150 150 SPRINGFIELD, MO. (SGF) 89.1 91.7
> 386 386
>
> MONROE, LA. (MLU) 83.0 90.9 88 88 ST. CROIX, V.I. (STX) 85.5 87.3 62
> 63
>
> MONTEREY, CA. (MRY) 93.1 93.8 145 145 ST. LOUIS, MO. (STL) 82.3 84.1
> 12,033 12,045
>
> MONTROSE, CO. (MTJ) 79.0 93.1 100 101 ST. THOMAS, V.I. (STT) 81.3 87.9
> 363 365
>
> MYRTLE BEACH, S.C. (MYR) 81.7 95.8 213 213 STEAMBOAT SPRINGS, CO.
> (HDN) 77.6 87.3 165 165
>
> NASHVILLE, TN. (BNA) 85.4 88.7 4,343 4,345 SYRACUSE, N.Y. (SYR) 80.8
> 89.3 800 800
>
> NEW ORLEANS, LA. (MSY) 80.4 86.2 4,110 4,111 TALLAHASSEE, FL. (TLH)
> 66.7 83.9 93 93
>
> NEW YORK, N.Y. (JFK) 81.3 77.7 3,632 3,632 TAMPA, FL. (TPA) 79.0 83.8
> 5,446 5,448
>
> NEW YORK, N.Y. (LGA) 84.9 89.6 7,685 7,680 TEXARKANA, AR. (TXK) 86.7
> 93.7 143 143
>
> NEWARK, N.J. (EWR) 82.2 88.5 8,533 8,527 TOLEDO, OH. (TOL) 70.1 83.8
> 154 154
>
> NEWBURGH, N.Y. (SWF) 88.6 92.1 88 89 TRAVERSE CITY, MI. (TVC) 71.6
> 87.1 155 155
>
> NOME, AK. (OME) 64.0 62.8 86 86 TUCSON, AZ. (TUS) 78.6 87.7 1,330
> 1,328
>
> NORFOLK/VA. BEACH, VA. (ORF) 81.2 86.0 1,623 1,620 TULSA, OK. (TUL)
> 83.9 88.9 1,705 1,705
>
> OKLAHOMA CITY, OK. (OKC) 82.1 86.8 1,672 1,672 TYLER, TX. (TYR) 88.7
> 94.4 247 248
>
> OMAHA, NE. (OMA) 80.8 87.3 1,404 1,405 VALPARAISO, FL. (VPS) 72.1 84.9
> 179 179
>
> ONTARIO, CA. (ONT) 81.6 84.7 2,766 2,763 WACO, TX. (ACT) 88.5 96.2 182
> 182
>
> ORANGE COUNTY, CA. (SNA) 79.6 84.0 3,395 3,393 WASHINGTON, D.C. (DCA)
> 85.5 91.3 5,086 5,089
>
> ORLANDO, FL. (MCO) 81.8 86.9 6,893 6,892 WASHINGTON, D.C. (IAD) 81.9
> 87.1 3,886 3,892
>
> PASCO, WA. (PSC) 64.5 88.7 62 62 WEST PALM BEACH, FL. (PBI) 76.4 87.2
> 2,037 2,037
>
> PENSACOLA, FL. (PNS) 77.2 87.8 334 335 WHITE PLAINS, N.Y. (HPN) 81.8
> 82.4 544 544
>
> PEORIA, IL. (PIA) 69.9 79.7 123 123 WICHITA FALLS, TX. (SPS) 81.3 88.7
> 150 150
>
> PETERSBURG, AK. (PSG) 64.5 66.1 62 62 WICHITA, KS. (ICT) 81.6 85.6 549
> 549
>
> PHILADELPHIA, PA. (PHL) 76.1 80.9 9,301 9,277 WILMINGTON, N.C. (ILM)
> 84.8 92.7 178 178
>
> PHOENIX, AZ. (PHX) 83.4 83.6 13,824 13,829 WORCESTER, MA. (ORH) 79.0
> 82.3 62 62
>
> PITTSBURGH, PA. (PIT) 83.5 87.2 7,871 7,896 WRANGELL, AK. (WRG) 61.3
> 64.5 62 62
>
> PORTLAND, ME. (PWM) 81.0 86.1 604 604 YAKUTAT, AK. (YAK) 77.4 88.7 62
> 62
>
> PORTLAND, OR. (PDX) 79.2 84.5 4,120 4,124

JANUARY 2002

AIR TRAVEL CONSUMER REPORT

TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS

BY CARRIER

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

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

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

AIRPORTS OPERATIONS OPERATIONS OPERATIONS AIRPORTS OPERATIONS OPERATIONS
OPERATIONS

CARRIER A/ REPORTED SCHEDULED CANCELLED CANCELLED REPORTED SCHEDULED
CANCELLED CANCELLED

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

AMERICAN EAGLE S/ 20 20637 579 2.8 105 36049 1127 3.1

DELTA S/ 32 47782 1338 2.8 110 62669 1843 2.9

ALASKA S/ 10 6462 95 1.5 38 12009 274 2.3

NORTHWEST S/ 32 26980 520 1.9 111 39817 732 1.8

UNITED S/ 31 37905 591 1.6 85 45765 709 1.5

US AIRWAYS S/ 27 36415 517 1.4 70 47132 712 1.5

AMERICAN S/ 32 53012 658 1.2 101 70210 854 1.2

SOUTHWEST S/ 15 34051 340 1.0 59 80057 852 1.1

AMERICA WEST S/ 26 11718 77 0.7 50 15135 118 0.8

CONTINENTAL S/ 30 20852 63 0.3 78 27493 80 0.3

T O T A L 295,814 4,778 1.6 436,336 7,301 1.7

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

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

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

> **C** All domestic airports for which carriers reported data. Data
> include all reported domestic flight operations to the 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            | >                            |
|        |                              | > UA United Airlines         |
|        | Denver. International DEN    | >                            |
|        |                              | > US US Airways              |
|        | Detroit. Metro Wayne County  |                              |
|        | DTW                          | ![](media/image7.wmf){       |
|        |                              | width="2.6194444444444445in" |
|        | Ft. Lauderdale.              | he                           |
|        | International FLL            | ight="0.6347222222222222in"} |
|        |                              |                              |
|        | Houston. George Bush IAH     |                              |
|        |                              |                              |
|        | Las Vegas. McCarran          |                              |
|        | International LAS            |                              |
|        |                              |                              |
|        | Los Angeles. International   |                              |
|        | LAX                          |                              |
|        |                              |                              |
|        | Miami. International MIA     |                              |
|        |                              |                              |
|        | Minneapolis-St. Paul.        |                              |
|        | International MSP            |                              |
|        |                              |                              |
|        | Newark. International EWR    |                              |
|        |                              |                              |
|        | New York. JFK International  |                              |
|        | JFK                          |                              |
|        |                              |                              |
|        | New York. LaGuardia LGA      |                              |
|        |                              |                              |
|        | Orlando. International MCO   |                              |
|        |                              |                              |
|        | Philadelphia. International  |                              |
|        | PHL                          |                              |
|        |                              |                              |
|        | Phoenix. Sky Harbor          |                              |
|        | International PHX            |                              |
|        |                              |                              |
|        | Pittsburgh. Greater          |                              |
|        | International PIT            |                              |
|        |                              |                              |
|        | Portland. International PDX  |                              |
|        |                              |                              |
|        | St. Louis. Lambert STL       |                              |
|        |                              |                              |
|        | Salt Lake City.              |                              |
|        | International SLC            |                              |
|        |                              |                              |
|        | San Diego. Lindbergh Field   |                              |
|        | SAN                          |                              |
|        |                              |                              |
|        | San Francisco. International |                              |
|        | SFO                          |                              |
|        |                              |                              |
|        | Seattle-Tacoma.              |                              |
|        | International SEA            |                              |
|        |                              |                              |
|        | Tampa. Tampa International   |                              |
|        | TPA                          |                              |
|        |                              |                              |
|        | Washington. Dulles           |                              |
|        | International IAD            |                              |
|        |                              |                              |
|        | Washington. Reagan National  |                              |
|        | DCA                          |                              |
+--------+------------------------------+------------------------------+

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

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             | **J |       |       |   | *    |        |       |
|   |             | ANU |       |       |   | *JAN |        |       |
|   |             | ARY |       |       |   | UARY |        |       |
|   |             | 200 |       |       |   | 20   |        |       |
|   |             | 2** |       |       |   | 01** |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| # | ####        | *   | **ENP | *     |   | **T  | **EN   | *     |
| # | ### AIRLINE | *TO | LANED | *REPO |   | OTAL | PLANED | *REPO |
| # |             | TAL | PA    | RTS** |   | BAG  | PASSEN | RTS** |
| # |             | B   | SSENG |       |   | GAGE | GERS** |       |
| # |             | AGG | ERS** | **PER |   | R    |        | **PER |
| # |             | AGE |       | 1,000 |   | EPOR |        | 1,000 |
| # |             | REP |       | PA    |   | TS** |        | PA    |
|   |             | ORT |       | SSENG |   |      |        | SSENG |
| R |             | S** |       | ERS** |   |      |        | ERS** |
| A |             |     |       |       |   |      |        |       |
| N |             |     |       |       |   |      |        |       |
| K |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | ALASKA      | 2,  | 81    | **2   |   | 2    | 8      | **3   |
|   | AIRLINES    | 020 | 4,507 | .48** |   | ,725 | 46,625 | .22** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 2 | US AIRWAYS  | 10, | 3,27  | **3   |   | 20   | 4,1    | **4   |
|   |             | 734 | 6,382 | .28** |   | ,600 | 85,075 | .92** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 3 | CONTINENTAL | 8,  | 2,62  | **3   |   | 16   | 3,0    | **5   |
|   | AIRLINES    | 755 | 2,511 | .34** |   | ,630 | 21,087 | .50** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 4 | AMERICA     | 4,  | 1,31  | **3   |   | 9    | 1,6    | **5   |
|   | WEST        | 828 | 3,480 | .68** |   | ,536 | 20,931 | .88** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 5 | SOUTHWEST   | 21, | 5,34  | **4   |   | 35   | 5,8    | **6   |
|   | AIRLINES    | 821 | 4,846 | .08** |   | ,683 | 06,499 | .15** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 6 | NORTHWEST   | 12, | 3,02  | **4   |   | 18   | 3,5    | **5   |
|   | AIRLINES    | 492 | 1,604 | .13** |   | ,837 | 37,969 | .32** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 7 | UNITED      | 18, | 4,38  | **4   |   | 30   | 5,6    | **5   |
|   | AIRLINES    | 369 | 3,497 | .19** |   | ,081 | 03,709 | .37** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 8 | DELTA AIR   | 34, | 6,19  | **5   |   | 42   | 7,0    | **6   |
|   | LINES       | 979 | 3,080 | .65** |   | ,823 | 98,132 | .03** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 9 | AMERICAN    | 34, | 6,02  | **5   |   | 31   | 5,3    | **5   |
|   | AIRLINES    | 750 | 4,768 | .77** |   | ,054 | 58,679 | .80** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | AMERICAN    | 9,  | 82    | **11  |   | 6    | 8      | **7   |
| 0 | EAGLE       | 702 | 3,147 | .79** |   | ,716 | 62,862 | .78** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   | TOTALS\*\*  | 1   | 33,81 | **4   |   | 214  | 37,9   | **5   |
|   |             | 58, | 7,822 | .69** |   | ,685 | 41,568 | .66** |
|   |             | 450 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+

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***[^2]

  ------ ----------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                           **OCTOBER-DECEMBER                                                 **OCTOBER-DECEMBER                                
                           2001**                                                             2000**                                            

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

                           Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                                

  1      ***AMERICAN EAGLE 228                   4             300,951       **0.13**         665                   2             508,510       **0.04**
         AIRLINES\*\****                                                                                                                        

                                                                                                                                                

  2      ***AMERICA WEST   11,741                148           4,212,736     **0.35**         11,047                333           4,907,424     **0.68**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  3      ***AMERICAN       24,591                619           15,361,153    **0.40**         42,165                650           18,565,990    **0.35**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  4      ***US AIRWAYS***  24,113                497           10,798,123    **0.46**         28,350                894           15,009,965    **0.60**

                                                                                                                                                

  5      ***UNITED         30,167                867           14,202,740    **0.61**         27,944                1,458         18,818,818    **0.77**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  6      ***NORTHWEST      17,630                653           10,344,479    **0.63**         25,927                1,272         12,737,656    **1.00**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  7      ***ALASKA         5,749                 289           3,014,471     **0.96**         6,493                 338           3,267,931     **1.03**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  8      ***SOUTHWEST      13,920                1,840         17,186,342    **1.07**         21,724                3,766         18,501,627    **2.04**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  9      ***TRANS WORLD    7,374                 420           3,919,738     **1.07**         11,976                1,319         6,114,247     **2.16**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  10     ***DELTA AIR      42,710                2,245         18,635,456    **1.20**         39,504                652           24,042,911    **0.27**
         LINES***                                                                                                                               

                                                                                                                                                

  11     ***CONTINENTAL    21,404                3,167         8,403,431     **3.77**         18,563                2,903         9,975,265     **2.91**
         AIRLINES***                                                                                                                            

                                                                                                                                                

         ***TOTALS***      199,627               10,749        106,379,620   **1.01**         234,358               13,587        132,450,344   **1.03**
  ------ ----------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

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.

***\*\**** American Eagle Airlines incorrectly reported to DOT its
oversales data for each of the four quarters in calendar year 2000 and
for the first two quarters of calendar year 2001. Therefore, the data in
this report reflects a correction of the American Eagle data.

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY-DECEMBER***

***PASSENGERS DENIED BOARDING***

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

  ------ ----------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                           **JANUARY-DECEMBER                                                 **JANUARY-DECEMBER                                
                           2001**                                                             2000**                                            

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

                           Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                                

  1      ***US AIRWAYS***  89,702                1,854         54,056,486    **0.34**         94,259                3,740         57,481,514    **0.65**

                                                                                                                                                

  2      ***AMERICAN       128,557               2,556         70,827,736    **0.36**         210,427               3,274         78,229,763    **0.42**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  3      ***AMERICA WEST   51,751                752           19,835,068    **0.38**         57,935                2,274         20,229,421    **1.12**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  4      ***AMERICAN EAGLE 1,597                 73            1,684,776     **0.43**         3,232                 24            2,236,556     **0.11**
         AIRLINES\*\****                                                                                                                        

                                                                                                                                                

  5      ***NORTHWEST      75,684                2,210         48,839,895    **0.45**         108,501               3,011         53,112,324    **0.57**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  6      ***DELTA AIR      178,400               6,789         88,385,675    **0.77**         212,050               3,327         102,031,565   **0.33**
         LINES***                                                                                                                               

                                                                                                                                                

  7      ***UNITED         150,358               6,366         68,923,774    **0.92**         119,306               11,101        77,624,771    **1.43**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  8      ***ALASKA         31,671                1,856         13,638,485    **1.36**         33,113                1,910         13,512,111    **1.41**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  9      ***SOUTHWEST      77,209                11,055        73,625,452    **1.50**         90,352                13,741        72,568,399    **1.89**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  10     ***CONTINENTAL    75,787                5,766         38,152,917    **1.51**         66,391                7,259         40,270,205    **1.80**
         AIRLINES***                                                                                                                            

                                                                                                                                                

  11     ***TRANS WORLD    37,814                3,723         20,333,671    **1.83**         66,750                7,526         26,047,465    **2.89**
         AIRLINES***                                                                                                                            

                                                                                                                                                

         ***TOTALS***      898,530               43,000        498,303,935   **0.86**         1,062,316             57,187        543,344,094   **1.05**
  ------ ----------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

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.

***\*\**** American Eagle Airlines incorrectly reported to DOT its
oversales data for each of the four quarters in calendar year 2000 and
for the first two quarters of calendar year 2001. Therefore, the data in
this report reflects a correction of the American Eagle data.

**[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

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

                  COMPLAINTS   OPINIONS   COMPLIMENTS   INFO          COMPLAINTS   OPINIONS   COMPLIMENTS   INFO
                                                        REQUESTS                                            REQUESTS

                                                                                                            

  U.S. AIRLINES   842          55         8             22            1,979        127        11            33

  FOREIGN         147          0          0             3             205          3          1             2
  AIRLINES                                                                                                  

  TRAVEL AGENTS   44           0          0             0             15           0          0             0

  TOUR OPERATORS  11           0          0             0             13           0          0             1

  MISCELLANEOUS   18           15         1             5             14           15         0             12

  INDUSTRY TOTALS 1,062        70         9             30            2,226        145        12            48
  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------

Table 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^4]

  ------------------- --------- -------------------- -------------- -- --------- ---------------- --------------
                      JANUARY                                          JANUARY                    
                      2002                                             2001                       

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

                                                                                                  

  CUSTOMER SERVICE    1         230                                    3         395              

                                                                                                  

  FLIGHT PROBLEMS     2         229                                    1         892              

  DELAYS                                             101                                          274

  CANCELLATIONS                                      55                                           345

  MISCONNECTIONS                                     26                                           56

                                                                                                  

  REFUNDS             3         196                                    5         89               

                                                                                                  

  BAGGAGE             4         169                                    2         418              

                                                                                                  

  FARES               5         70                                     8         58               

                                                                                                  

  RES/TKTG/BOARDING   6         66                                     4         188              

                                                                                                  

  OVERSALES           7         42                                     7         60               

                                                                                                  

  OTHER               8         27                                     6         72               

  FREQUENT FLYER                                     9                                            25

                                                                                                  

  DISABILITY          9         25                                     9         45               

                                                                                                  

  ADVERTISING         10        7                                      11        2                

                                                                                                  

  TOURS OR CHARTERS   11        1                                      10        6                

                                                                                                  

  ANIMALS             12        0                                      12        1                

                                                                                                  

  COMPLAINT TOTAL               1,062                                            2,226            
  ------------------- --------- -------------------- -------------- -- --------- ---------------- --------------

Table 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINS U.S. AIRLINES

BY COMPLAINT CATEGORY[^6]

JANUARY 2002

<table style="width:100%;">
<colgroup>
<col style="width: 19%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 7%" />
<col style="width: 4%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 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>9</td>
<td>1</td>
<td>5</td>
<td>1</td>
<td>1</td>
<td>6</td>
<td>7</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>31</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>3</td>
<td>2</td>
<td>2</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="odd">
<td>ALOHA AIRLINES</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>5</td>
</tr>
<tr class="even">
<td>AMERICA WEST AIRLINES</td>
<td>5</td>
<td>2</td>
<td>3</td>
<td>0</td>
<td>7</td>
<td>3</td>
<td>10</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>30</td>
</tr>
<tr class="odd">
<td>AMERICAN AIRLINES</td>
<td>17</td>
<td>2</td>
<td>3</td>
<td>6</td>
<td>20</td>
<td>22</td>
<td>31</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>105</td>
</tr>
<tr class="even">
<td>AMERICAN EAGLE AIRLINES</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="odd">
<td>AMERICAN TRANS AIR</td>
<td>28</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>2</td>
<td>3</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>38</td>
</tr>
<tr class="even">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>5</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>8</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>6</td>
<td>6</td>
<td>4</td>
<td>5</td>
<td>14</td>
<td>6</td>
<td>21</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>66</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>46</td>
<td>4</td>
<td>11</td>
<td>16</td>
<td>17</td>
<td>17</td>
<td>22</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>138</td>
</tr>
<tr class="odd">
<td>HAWAIIAN AIRLINES</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>6</td>
</tr>
<tr class="even">
<td>HORIZON AIRLINES</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
</tr>
<tr class="odd">
<td>MIDWAY AIRLINES</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>6</td>
</tr>
<tr class="even">
<td>NATIONAL AIRLINES</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>12</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>16</td>
<td>2</td>
<td>4</td>
<td>7</td>
<td>12</td>
<td>7</td>
<td>15</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>72</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>3</td>
<td>4</td>
<td>13</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>26</td>
</tr>
<tr class="odd">
<td>SPIRIT AIRLINES</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>9</td>
</tr>
<tr class="even">
<td>SUN COUNTRY AIRLINES</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>12</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>14</td>
</tr>
<tr class="odd">
<td>TRANS WORLD AIRLINES</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>6</td>
</tr>
<tr class="even">
<td>UNITED AIRLINES</td>
<td>25</td>
<td>7</td>
<td>9</td>
<td>10</td>
<td>18</td>
<td>26</td>
<td>32</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>132</td>
</tr>
<tr class="odd">
<td>UNITED EXPRESS</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>13</td>
<td>3</td>
<td>2</td>
<td>4</td>
<td>12</td>
<td>7</td>
<td>18</td>
<td>5</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>66</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>13</td>
<td>4</td>
<td>4</td>
<td>0</td>
<td>3</td>
<td>8</td>
<td>7</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>41</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 2002</td>
<td>202</td>
<td>33</td>
<td>51</td>
<td>58</td>
<td>134</td>
<td>122</td>
<td>194</td>
<td>25</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>17</td>
<td>842</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>24.0</td>
<td>3.9</td>
<td>6.1</td>
<td>6.9</td>
<td>15.9</td>
<td>14.5</td>
<td>23.0</td>
<td>3.0</td>
<td>0.7</td>
<td>0</td>
<td>0</td>
<td>2.0</td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>TOTAL JANUARY 2001</td>
<td>846</td>
<td>47</td>
<td>162</td>
<td>51</td>
<td>65</td>
<td>348</td>
<td>355</td>
<td>42</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>60</td>
<td>1,979</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>42.7</td>
<td>2.4</td>
<td>8.2</td>
<td>2.6</td>
<td>3.3</td>
<td>17.6</td>
<td>17.9</td>
<td>2.1</td>
<td>0.1</td>
<td>0.1</td>
<td>0.1</td>
<td>3.0</td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup> A DETAILED EXPLANATION OF THE COMPLAINT
CATEGORIES FOLLOWS THIS SECTION.</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

JANUARY 2002

<table>
<colgroup>
<col style="width: 27%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 7%" />
<col style="width: 8%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a></p>
<p>ALPHABETICAL</p></td>
<td><p>COMPS RECD</p>
<p>IN</p>
<p>JAN.</p></td>
<td><p>INCI-DENTS IN</p>
<p>JAN.</p></td>
<td>PERCENT</td>
<td></td>
<td><p>INCI-DENTS IN</p>
<p>DEC.</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>31</td>
<td>12</td>
<td>38.7</td>
<td></td>
<td>6</td>
<td>19.4</td>
<td></td>
<td>12</td>
<td>38.7</td>
<td></td>
<td>1</td>
<td>3.2</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>12</td>
<td>2</td>
<td>16.7</td>
<td></td>
<td>2</td>
<td>16.7</td>
<td></td>
<td>4</td>
<td>33.3</td>
<td></td>
<td>4</td>
<td>33.3</td>
</tr>
<tr class="odd">
<td>ALOHA AIRLINES</td>
<td>5</td>
<td>2</td>
<td>40.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>2</td>
<td>40.0</td>
</tr>
<tr class="even">
<td>AMERICA WEST AIRLINES</td>
<td>30</td>
<td>5</td>
<td>16.7</td>
<td></td>
<td>6</td>
<td>20.0</td>
<td></td>
<td>16</td>
<td>53.3</td>
<td></td>
<td>3</td>
<td>10.0</td>
</tr>
<tr class="odd">
<td>AMERICAN AIRLINES</td>
<td>105</td>
<td>26</td>
<td>24.8</td>
<td></td>
<td>18</td>
<td>17.1</td>
<td></td>
<td>47</td>
<td>44.8</td>
<td></td>
<td>14</td>
<td>13.3</td>
</tr>
<tr class="even">
<td>AMERICAN EAGLE AIRLINES</td>
<td>5</td>
<td>4</td>
<td>80.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>AMERICAN TRANS AIR</td>
<td>38</td>
<td>1</td>
<td>2.6</td>
<td></td>
<td>27</td>
<td>71.1</td>
<td></td>
<td>9</td>
<td>23.7</td>
<td></td>
<td>1</td>
<td>2.6</td>
</tr>
<tr class="even">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>8</td>
<td>3</td>
<td>37.5</td>
<td></td>
<td>1</td>
<td>12.5</td>
<td></td>
<td>2</td>
<td>25.0</td>
<td></td>
<td>2</td>
<td>25.0</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>66</td>
<td>9</td>
<td>13.6</td>
<td></td>
<td>16</td>
<td>24.2</td>
<td></td>
<td>35</td>
<td>53.0</td>
<td></td>
<td>6</td>
<td>9.1</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>138</td>
<td>50</td>
<td>36.2</td>
<td></td>
<td>16</td>
<td>11.6</td>
<td></td>
<td>57</td>
<td>41.3</td>
<td></td>
<td>15</td>
<td>10.9</td>
</tr>
<tr class="odd">
<td>HAWAIIAN AIRLINES</td>
<td>6</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>16.7</td>
<td></td>
<td>3</td>
<td>50.0</td>
<td></td>
<td>2</td>
<td>33.3</td>
</tr>
<tr class="even">
<td>HORIZON AIRLINES</td>
<td>7</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>4</td>
<td>57.1</td>
<td></td>
<td>3</td>
<td>42.9</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>MIDWAY AIRLINES</td>
<td>6</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>16.7</td>
<td></td>
<td>4</td>
<td>66.7</td>
<td></td>
<td>1</td>
<td>16.7</td>
</tr>
<tr class="even">
<td>NATIONAL AIRLINES</td>
<td>12</td>
<td>7</td>
<td>58.3</td>
<td></td>
<td>2</td>
<td>16.7</td>
<td></td>
<td>3</td>
<td>25.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>72</td>
<td>9</td>
<td>12.5</td>
<td></td>
<td>18</td>
<td>25.0</td>
<td></td>
<td>38</td>
<td>52.8</td>
<td></td>
<td>7</td>
<td>9.7</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>26</td>
<td>8</td>
<td>30.8</td>
<td></td>
<td>2</td>
<td>7.7</td>
<td></td>
<td>15</td>
<td>57.7</td>
<td></td>
<td>1</td>
<td>3.8</td>
</tr>
<tr class="odd">
<td>SPIRIT AIRLINES</td>
<td>9</td>
<td>1</td>
<td>11.1</td>
<td></td>
<td>1</td>
<td>11.1</td>
<td></td>
<td>7</td>
<td>77.8</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>SUN COUNTRY AIRLINES</td>
<td>14</td>
<td>3</td>
<td>21.4</td>
<td></td>
<td>2</td>
<td>14.3</td>
<td></td>
<td>6</td>
<td>42.9</td>
<td></td>
<td>3</td>
<td>21.4</td>
</tr>
<tr class="odd">
<td>TRANS WORLD AIRLINES</td>
<td>6</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>6</td>
<td>100.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>UNITED AIRLINES</td>
<td>132</td>
<td>25</td>
<td>18.9</td>
<td></td>
<td>39</td>
<td>29.5</td>
<td></td>
<td>59</td>
<td>44.7</td>
<td></td>
<td>9</td>
<td>6.8</td>
</tr>
<tr class="odd">
<td>UNITED EXPRESS</td>
<td>7</td>
<td>1</td>
<td>14.3</td>
<td></td>
<td>6</td>
<td>85.7</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>66</td>
<td>12</td>
<td>18.2</td>
<td></td>
<td>20</td>
<td>30.3</td>
<td></td>
<td>29</td>
<td>43.9</td>
<td></td>
<td>5</td>
<td>7.6</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>41</td>
<td>4</td>
<td>9.8</td>
<td></td>
<td>16</td>
<td>39.0</td>
<td></td>
<td>18</td>
<td>43.9</td>
<td></td>
<td>3</td>
<td>7.3</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td><strong>TOTALS</strong></td>
<td>842</td>
<td>184</td>
<td>21.9</td>
<td></td>
<td>204</td>
<td>24.2</td>
<td></td>
<td>375</td>
<td>44.5</td>
<td></td>
<td>79</td>
<td>9.4</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td><strong>PREVIOUS YEAR'S TOTALS</strong></td>
<td>1,979</td>
<td>475</td>
<td>24.0</td>
<td></td>
<td>880</td>
<td>44.5</td>
<td></td>
<td>296</td>
<td>15.0</td>
<td></td>
<td>328</td>
<td>16.6</td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup>AIRLINES ARE LISTED INDIVIDUALLY IF DOT
RECEIVED 5 OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD.
COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER 'OTHER U.S. AIRLINES.<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

Table 5

AIR TRAVEL CONSUMER REPORT

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

BY COMPLAINT CATEGORY[^8]^\*^

JANUARY 2002

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

                                                                                                                                                                              

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

  AEROFLOT                          2          0            0                   1       0         2         1          0             0              0       0         0       6

  AIR CANADA                        3          3            1                   1       0         1         1          0             0              0       0         0       10

  AIR FRANCE                        1          1            1                   0       3         12        1          0             0              0       0         0       19

  AIR INDIA                         1          1            1                   0       0         2         1          0             0              0       0         0       6

  AIR JAMAICA                       4          0            0                   0       0         2         3          0             0              0       0         1       10

  ALITALIA AIRLINES                 2          1            1                   0       0         3         1          0             0              0       0         0       8

  BRITISH AIRWAYS                   0          0            0                   0       1         5         1          0             0              0       0         0       7

  GHANA AIRWAYS                     2          0            0                   0       1         4         1          0             0              0       0         0       8

  LUFTHANSA                         0          0            0                   2       2         1         3          0             0              0       0         1       9

  VIRGIN ATLANTIC                   2          0            0                   0       1         0         3          0             0              0       0         0       6

  OTHER FOREIGN AIRLINES            7          3            5                   3       15        12        11         0             0              0       0         2       58

  TOTALS                            24         9            9                   7       23        44        27         0             0              0       0         4       147

                                                                                                                                                                              

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

  EXPEDIA.COM                       0          0            0                   0       5         0         0          0             0              0       0         0       5

  PRICELINE.COM                     0          0            0                   1       6         0         1          0             0              0       0         0       8

  OTHER TRAVEL AGENTS               0          0            3                   2       21        0         3          0             0              0       0         2       31

  TOTALS                            0          0            3                   3       32        0         4          0             0              0       0         2       44

                                                                                                                                                                              

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

  OTHER TOUR OPERATORS              2          0            0                   1       4         0         2          0             0              1       0         1       11

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

                                                                                                                                                                              

  **[MISCELLANEOUS]{.underline}**                                                                                                                                             

  OTHER MISCELLANEOUS               1          0            3                   1       3         3         3          0             1              0       0         3       18

  TOTALS                            1          0            3                   1       3         3         3          0             1              0       0         3       18

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 6

JANUARY

CONSUMER COMPLAINTS: RANKINGS

U.S. AIRLINES \*

<table>
<colgroup>
<col style="width: 6%" />
<col style="width: 14%" />
<col style="width: 3%" />
<col style="width: 11%" />
<col style="width: 13%" />
<col style="width: 12%" />
<col style="width: 1%" />
<col style="width: 11%" />
<col style="width: 14%" />
<col style="width: 11%" />
</colgroup>
<tbody>
<tr class="odd">
<td colspan="2"></td>
<td colspan="4"><strong>JANUARY 2002</strong></td>
<td></td>
<td colspan="3"><strong>JANUARY 2001</strong></td>
</tr>
<tr class="even">
<td></td>
<td colspan="2"></td>
<td></td>
<td></td>
<td><h1 id="complaints">COMPLAINTS</h1></td>
<td></td>
<td></td>
<td></td>
<td><h1 id="complaints-1">COMPLAINTS</h1></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"><h1 id="section-2"></h1></td>
<td><h1 id="section-3"></h1></td>
<td><h1 id="systemwide">SYSTEMWIDE</h1></td>
<td><h1 id="per-100000">PER 100,000</h1></td>
<td></td>
<td></td>
<td><h1 id="systemwide-1">SYSTEMWIDE</h1></td>
<td><h1 id="per-100000-1">PER 100,000</h1></td>
</tr>
<tr class="even">
<td><h1 id="rank-1">RANK</h1></td>
<td colspan="2"><h1 id="airline-1">AIRLINE</h1></td>
<td><h1 id="complaints-2">COMPLAINTS</h1></td>
<td><h1 id="enplanements">ENPLANEMENTS</h1></td>
<td><h1 id="enplanements-1">ENPLANEMENTS</h1></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
<td><h1 id="enplanements-2">ENPLANEMENTS</h1></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>1</td>
<td colspan="2"><em><strong>SOUTHWEST AIRLINES</strong></em></td>
<td>26</td>
<td>5,178,322</td>
<td><strong>0.50</strong></td>
<td></td>
<td>44</td>
<td>5,659,473</td>
<td><strong>0.78</strong></td>
</tr>
<tr class="odd">
<td>2</td>
<td colspan="2"><em><strong>AMERICAN EAGLE AIRLINES</strong></em></td>
<td>5</td>
<td>853,198</td>
<td><strong>0.59</strong></td>
<td></td>
<td>21</td>
<td>885,745</td>
<td><strong>2.37</strong></td>
</tr>
<tr class="even">
<td>3</td>
<td colspan="2"><em><strong>ALASKA AIRLINES</strong></em></td>
<td>12</td>
<td>963,917</td>
<td><strong>1.24</strong></td>
<td></td>
<td>17</td>
<td>985,834</td>
<td><strong>1.72</strong></td>
</tr>
<tr class="odd">
<td>4</td>
<td colspan="2"><em><strong>AMERICAN AIRLINES</strong></em></td>
<td>105</td>
<td>7,040,426</td>
<td><strong>1.49</strong></td>
<td></td>
<td>309</td>
<td>6,438,406</td>
<td><strong>4.80</strong></td>
</tr>
<tr class="even">
<td>5</td>
<td colspan="2"><em><strong>US AIRWAYS</strong></em></td>
<td>66</td>
<td>3,470,196</td>
<td><strong>1.90</strong></td>
<td></td>
<td>115</td>
<td>4,382,519</td>
<td><strong>2.62</strong></td>
</tr>
<tr class="odd">
<td>6</td>
<td colspan="2"><em><strong>NORTHWEST AIRLINES</strong></em></td>
<td>72</td>
<td>3,581,490</td>
<td><strong>2.01</strong></td>
<td></td>
<td>121</td>
<td>4,176,488</td>
<td><strong>2.90</strong></td>
</tr>
<tr class="even">
<td>7</td>
<td colspan="2"><em><strong>DELTA AIR LINES</strong></em></td>
<td>138</td>
<td>6,473,273</td>
<td><strong>2.13</strong></td>
<td></td>
<td>339</td>
<td>7,416,778</td>
<td><strong>4.57</strong></td>
</tr>
<tr class="odd">
<td>8</td>
<td colspan="2"><em><strong>CONTINENTAL AIRLINES</strong></em></td>
<td>66</td>
<td>3,065,539</td>
<td><strong>2.15</strong></td>
<td></td>
<td>134</td>
<td>3,494,062</td>
<td><strong>3.84</strong></td>
</tr>
<tr class="even">
<td>9</td>
<td colspan="2"><em><strong>AMERICA WEST AIRLINES</strong></em></td>
<td>30</td>
<td>1,301,711</td>
<td><strong>2.30</strong></td>
<td></td>
<td>99</td>
<td>1,609,901</td>
<td><strong>6.15</strong></td>
</tr>
<tr class="odd">
<td>10</td>
<td colspan="2"><em><strong>UNITED AIRLINES</strong></em></td>
<td>132</td>
<td>4,849,828</td>
<td><strong>2.72</strong></td>
<td></td>
<td>236</td>
<td>6,066,611</td>
<td><strong>3.89</strong></td>
</tr>
<tr class="even">
<td></td>
<td colspan="2"><strong>TOTALS</strong>**</td>
<td><strong>652</strong></td>
<td><strong>36,777,900</strong></td>
<td><strong>1.77</strong></td>
<td></td>
<td><strong>1,435</strong></td>
<td><strong>41,115,817</strong></td>
<td><strong>3.49</strong></td>
</tr>
</tbody>
</table>

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

^\*^ U.S. Airlines with at least one percent of total domestic
scheduled-service passenger revenues. Trans World Airlines ceased
operating December 2001.

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

***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.

![](media/image10.wmf){width="2.0701388888888888in" height="0.7in"}NAS
03/2002

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

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

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

[^4]: ^\*^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS
    THIS SECTION.

[^5]: ^\*\*^ INCLUDES FIGURES FOR SUB-CATEGORIES.

[^6]: ^\*^

[^7]: ^\*^ 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.

[^8]: ^\*\*^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS
    THIS SECTION.