+-------------------------------+--------------------------------------+
| ![](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: JANUARY 2003**                 |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays November 2002            |
|                           | >                                        |
|                           | > 12 Months Ending November 2002         |
|                           | >                                        |
|                           | > Mishandled Baggage November 2002       |
|                           | >                                        |
|                           | > Oversales 3rd Quarter 2002             |
|                           | >                                        |
|                           | > January-September 2002                 |
|                           | >                                        |
|                           | > Consumer Complaints November 2002      |
|                           | >                                        |
|                           | > (Includes Disability and Other         |
|                           | >                                        |
|                           | > Discrimination Complaints)             |
+---------------------------+------------------------------------------+

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

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

**Section Page**

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

***Flight Delays***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

> Overall Number and Percentage of Flight Cancellations, by Carrier

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

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

**Section Page**

***Mishandled Baggage***

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

**Ranking** \...\...\...\...\...\..........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://airconsumer.ost.dot.gov/*

NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA

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

![](media/image5.wmf)

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

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

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

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

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

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

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

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

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

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

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

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

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

NOVEMBER 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/

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

> US AIRWAYS S/ 27 88.2 65 88.7
>
> UNITED S/ 31 87.9 82 87.9
>
> AMERICAN S/ 31 86.8 88 87.6
>
> NORTHWEST S/ 32 85.7 110 86.3
>
> SOUTHWEST S/ 15 85.2 59 85.9
>
> CONTINENTAL S/ 30 83.4 76 83.6
>
> DELTA S/ 32 82.9 108 83.0
>
> AMERICA WEST S/ 27 80.5 52 80.6
>
> ALASKA S/ 14 79.9 42 80.2
>
> AMERICAN EAGLE S/ 18 79.9 99 79.3
>
> TOTAL 85.0 85.2

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

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

## 

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.

NOVEMBER 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

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

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

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

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

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

ALASKA 73.7 (11) 75.3 (10) 79.1 (8) 79.2 (10) 85.1 (9) 80.2 (8) 80.2 (9)
77.6 (10) 75.9 (8)

ALOHA 79.9 \-- \-- \-- \-- \-- \-- \-- \-- \-- \-- \-- \-- \-- \-- \--
\-- \--

AMERICA WEST 85.2 (3) 86.4 (1) 84.2 (2) 81.7 (8) 83.9 (10) 82.4 (6) 80.6
(8) 83.8 (3) 78.6 (5)

AMERICAN 81.8 (8) 83.2 (4) 82.6 (3) 84.3 (3) 89.7 (3) 87.5 (3) 87.6 (3)
84.0 (1) 79.1 (3)

AMERICAN EAGLE 81.6 (9) 79.8 (7) 78.8 (10) 80.4 (9) 85.6 (8) 79.6 (9)
79.3 (10) 79.7 (9) 74.9 (10)

CONTINENTAL 85.8 (2) 85.1 (2) 85.2 (1) 84.0 (4) 86.2 (7) 78.4 (10) 83.6
(6) 84.0 (2) 78.8 (4)

DELTA 86.2 (1) 77.4 (8) 78.8 (9) 83.0 (5) 86.2 (6) 82.1 (7) 83.0 (7)
80.4 (8) 77.6 (7)

NORTHWEST 82.3 (7) 76.9 (9) 79.6 (7) 82.0 (7) 87.0 (5) 86.4 (4) 86.3 (4)
80.6 (7) 79.8 (2)

SOUTHWEST 84.4 (5) 83.8 (3) 82.1 (5) 82.6 (6) 88.6 (4) 82.6 (5) 85.9 (5)
82.8 (6) 82.4 (1)

TWA 84.0 (6) \-- \-- \-- \-- \-- \-- \-- \-- \-- \-- \-- \-- \-- \-- \--
\--

UNITED 79.9 (10) 82.2 (5) 82.5 (4) 85.0 (2) 89.8 (2) 88.0 (1) 87.9 (2)
83.7 (4) 75.7 (9)

US AIRWAYS 84.6 (4) 81.3 (6) 81.0 (6) 86.6 (1) 90.9 (1) 87.9 (2) 88.7
(1) 83.5 (5) 78.5 (6)

TOTAL 83.2 81.3 81.3 83.3 88.0 84.2 85.2 82.3 78.6

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

\* All U.S. airlines with at least one percent of total domestic
scheduled-service passenger revenues, 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 (12
months ending November 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.

NOVEMBER 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 739 82.9 1388 84.4 577 88.2 170 95.9 H/ 942 88.6 686 92.4 12018
> 90.9
>
> AS H/ 29 82.8 H/ H/ H/ 29 93.1 89 74.2 H/
>
> CO 367 74.1 541 85.2 241 91.3 H/ H/ 351 91.5 326 85.0 356 87.9
>
> DL 15677 80.9 1630 90.9 402 87.8 169 84.0 4406 85.9 1031 89.5 522 82.6
> 2575 84.2
>
> HP 145 86.2 145 71.7 146 80.1 H/ H/ 86 70.9 286 75.9 217 86.6
>
> MQ H/ 1964 73.2 303 68.6 115 80.0 302 77.8 769 74.8 H/ 6015 89.1
>
> NW 472 79.2 406 80.8 327 84.7 223 82.5 31 77.4 566 86.6 371 85.4 448
> 87.3
>
> UA 369 86.4 859 87.7 409 85.8 121 86.0 140 86.4 371 88.7 6646 93.7 570
> 90.9
>
> US 522 81.2 1635 90.7 442 91.0 7303 89.3 H/ 1860 91.1 294 89.5 311
> 88.1
>
> WN H/ H/ 3848 88.4 H/ H/ H/ H/ H/
>
> TOTAL 18291 81.0 8597 84.2 6695 87.2 8101 89.0 4879 85.3 6005 87.5
> 9220 91.5 22510 89.5

ARRIVAL AIRPORT

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

DTW EWR FLL IAD IAH JFK LAS LAX

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

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

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

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

> AA 567 89.6 913 82.0 623 84.6 452 90.7 598 89.5 1254 82.5 779 88.6
> 2707 82.7
>
> AS H/ 30 93.3 H/ 59 89.8 H/ H/ 342 77.2 539 79.4
>
> CO 267 82.4 4486 79.0 382 80.1 75 93.3 7318 87.8 51 90.2 467 86.1 544
> 78.9
>
> DL 230 86.5 667 83.2 1224 78.8 457 87.3 232 75.9 1032 87.2 596 75.5
> 1041 79.3
>
> HP 146 74.7 169 72.8 59 78.0 H/ 140 79.3 233 76.4 2157 77.9 491 74.7
>
> MQ 141 53.9 282 68.4 H/ 227 78.4 H/ 1051 74.7 H/ 2192 83.3
>
> NW 8923 88.5 538 75.5 150 75.3 204 84.8 382 84.8 90 75.6 359 82.2 466
> 75.8
>
> UA 313 89.5 651 82.9 90 82.2 1832 88.3 315 87.9 462 93.1 841 85.6 3021
> 88.9
>
> US 227 89.0 325 76.3 362 84.0 138 93.5 269 91.1 H/ 179 83.8 311 80.4
>
> WN 471 82.4 H/ 993 87.4 H/ 154 83.1 H/ 4932 83.4 3323 82.4
>
> TOTAL 11285 87.5 8061 79.2 3883 82.5 3444 88.0 9408 87.4 4173 82.5
> 10652 82.3 14635 83.0

NOVEMBER 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 2040 76.8 978 88.3 210 81.9 3042 82.7 696 86.6 8330 82.6 234 84.6
> 793 87.1
>
> AS H/ H/ H/ 10 90.0 H/ 29 62.1 1238 80.8 H/
>
> CO 325 78.2 440 80.5 96 79.2 318 73.9 215 82.3 466 77.5 89 77.5 134
> 90.3
>
> DL 1943 83.3 1578 84.0 115 76.5 298 80.9 316 78.8 545 79.1 386 83.7
> 456 84.9
>
> HP H/ 118 88.1 H/ 59 79.7 157 72.6 228 79.8 174 74.7 171 79.5
>
> MQ 1078 64.6 H/ H/ H/ H/ 5097 77.6 H/ 275 66.5
>
> NW 600 73.7 390 78.2 359 85.8 180 78.9 9324 88.3 734 77.4 149 83.9 466
> 83.3
>
> UA 593 78.2 527 89.0 H/ 396 86.4 563 84.9 10437 85.0 684 90.1 579 84.3
>
> US 1316 87.0 671 82.6 H/ 306 79.1 229 89.1 573 80.5 H/ 5677 87.4
>
> WN H/ 1720 90.1 3606 86.9 H/ H/ H/ 971 87.0 H/
>
> TOTAL 7895 78.4 6422 86.0 4386 86.1 4609 81.9 11500 87.5 26439 82.2
> 3925 84.2 8551 86.0

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 550 90.2 112 91.1 741 88.0 541 87.1 1074 82.2 236 89.4 6665 91.6
> 625 89.9
>
> AS 351 82.3 H/ 301 83.1 3363 79.2 463 79.7 H/ H/ H/
>
> CO 309 80.9 49 91.8 227 74.9 289 78.5 374 77.5 59 84.7 23 73.9 349
> 84.0
>
> DL 386 75.9 169 90.5 432 76.2 500 82.6 553 74.9 3506 86.5 172 86.6
> 1015 80.8
>
> HP 6078 83.4 58 84.5 267 78.7 260 67.3 315 80.0 142 81.7 58 87.9 88
> 87.5
>
> MQ 266 81.6 252 72.6 767 87.9 H/ 144 74.3 H/ H/ H/
>
> NW 329 81.5 143 84.6 208 72.1 389 81.7 321 75.1 89 93.3 321 86.0 270
> 81.9
>
> UA 568 85.6 170 81.8 649 86.0 979 89.4 4156 88.5 376 88.8 207 89.9 289
> 86.9
>
> US 182 81.9 4551 91.3 149 85.2 171 85.4 279 79.9 H/ 118 89.8 533 83.7
>
> WN 5124 83.4 H/ 2312 83.0 1120 87.4 H/ 1120 85.6 2020 83.6 1664 86.9
>
> TOTAL 14143 83.4 5504 89.9 6053 83.3 7612 82.3 7679 84.1 5528 86.5
> 9584 89.5 4833 85.2

NOVEMBER 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 91.7 85.4 93.3 90.3 96.7 J/ 77.8 95.2 87.8 94.1 93.3 81.7
95.9 85.6 91.3 89.7 J/ J/

700 - 759 AM 93.0 89.2 88.3 91.1 96.0 85.8 92.2 92.5 93.0 87.0 91.7 92.3
96.3 80.5 98.2 92.0 80.4 95.1

800 - 859 AM 81.9 87.4 90.4 84.0 84.7 81.7 95.1 91.9 93.2 91.7 97.7 92.7
90.3 100.0 92.9 84.4 77.0 92.1

900 - 959 AM 81.8 88.7 94.2 79.5 93.2 88.7 94.8 90.6 91.6 92.2 91.1 89.5
93.1 89.2 92.6 85.7 89.7 90.0

1000 - 1059 AM 85.3 85.5 92.2 96.6 95.5 85.4 91.8 91.2 89.8 92.2 86.1
94.9 91.7 85.6 80.0 85.0 81.3 85.6

1100 - 1159 AM 87.0 89.0 89.9 93.5 76.5 91.7 95.7 91.4 88.9 93.8 86.8
94.5 81.7 96.7 78.5 82.4 81.2 90.6

1200 - 1259 PM 83.5 88.2 90.7 95.9 83.3 84.6 91.4 92.1 91.3 92.7 85.0
90.3 91.0 72.4 84.1 80.0 80.3 85.8

100 - 159 PM 86.7 87.0 92.2 92.4 90.8 90.6 93.0 91.1 92.1 87.9 85.3 96.6
83.7 90.7 81.8 85.8 81.7 87.4

200 - 259 PM 86.3 84.4 91.5 92.4 85.9 91.1 91.1 89.2 91.0 84.0 84.1 89.9
88.5 84.1 83.3 81.5 75.3 84.7

300 - 359 PM 78.0 81.9 87.8 92.9 88.5 83.0 90.8 90.3 86.7 82.1 83.3 85.7
93.3 91.0 81.7 85.1 75.8 88.4

400 - 459 PM 70.3 83.5 89.0 89.8 87.4 88.7 91.9 91.7 85.9 66.9 80.7 83.7
84.9 82.3 81.3 82.8 73.8 86.3

500 - 559 PM 75.4 79.9 85.9 89.7 84.7 90.5 88.5 86.8 86.7 68.2 89.6 85.0
86.4 76.0 76.5 82.9 76.8 86.7

600 - 659 PM 78.1 76.7 82.9 83.7 81.8 88.9 89.7 87.1 79.5 65.2 74.5 92.3
83.8 79.9 78.5 81.2 72.3 82.4

700 - 759 PM 75.1 80.3 80.9 88.9 79.9 85.2 89.5 86.4 83.2 63.7 84.1 89.0
84.5 77.8 84.5 82.7 72.9 84.4

800 - 859 PM 79.6 83.2 82.1 88.4 73.4 85.0 87.4 83.0 81.9 70.8 73.9 87.8
89.5 76.1 75.3 79.1 71.0 80.7

900 - 959 PM 69.9 82.7 83.9 89.0 86.6 89.3 84.9 86.0 88.6 78.0 75.1 85.4
82.6 85.4 80.1 80.8 78.8 81.6

1000 - 1059 PM 83.6 87.1 84.9 85.2 81.1 84.4 92.9 82.6 76.1 80.5 76.1
78.0 84.9 84.3 77.1 76.0 80.3 83.2

1100 - 559 AM 90.0 86.7 82.8 93.5 86.2 89.5 89.8 91.5 87.9 86.6 77.8
89.7 85.6 83.4 84.5 87.9 86.4 88.6

TOTAL, ALL ARRIVALS,

BY AIRPORT 81.0 84.2 87.2 89.0 85.3 87.5 91.5 89.5 87.5 79.2 82.5 88.0
87.4 82.5 82.3 83.0 78.4 86.0

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 96.4 88.4 94.2 90.5 J/ 90.6 J/ 91.9 96.0 88.2 96.7 J/ 95.2
95.8 91.5

700 - 759 AM 95.6 J/ 93.6 92.7 100.0 93.1 92.7 94.8 91.5 96.0 93.3 91.5
96.3 93.7 92.0

800 - 859 AM 94.1 96.7 91.3 89.9 94.1 85.8 92.2 92.4 95.7 91.9 92.2 90.0
93.8 95.8 89.8

900 - 959 AM 93.1 81.8 88.5 90.5 91.2 86.4 89.7 89.7 87.4 91.2 84.7 90.7
93.6 94.2 89.0

1000 - 1059 AM 95.8 86.5 90.3 89.2 92.4 91.7 78.9 93.9 84.6 91.2 85.9
88.0 87.0 85.4 87.6

1100 - 1159 AM 95.2 86.0 88.5 87.7 86.2 88.9 86.3 91.6 84.5 91.0 81.0
88.1 91.9 88.2 87.9

1200 - 1259 PM 87.2 83.7 91.7 85.0 89.0 91.0 88.4 92.1 84.0 87.6 77.5
87.4 89.9 88.3 87.5

100 - 159 PM 91.1 80.0 92.6 81.6 86.7 87.5 83.1 82.4 83.9 83.8 86.3 86.4
94.7 91.7 87.4

200 - 259 PM 82.0 86.8 85.5 79.5 85.0 88.6 84.1 92.2 81.1 86.2 84.8 89.5
91.4 82.0 86.0

300 - 359 PM 87.0 79.4 89.6 76.8 82.4 90.0 82.4 92.5 87.1 87.8 86.8 86.4
89.6 86.4 84.7

400 - 459 PM 81.6 86.0 87.3 79.7 86.0 84.5 84.0 90.6 81.7 83.3 83.2 86.4
86.0 87.0 83.4

500 - 559 PM 85.6 83.6 85.2 75.1 76.9 80.4 84.6 92.5 79.8 75.2 84.5 81.7
88.2 86.1 82.1

600 - 659 PM 77.9 77.0 85.0 73.7 84.1 84.5 79.5 83.8 74.0 76.5 84.0 93.5
86.3 78.4 80.5

700 - 759 PM 72.5 77.4 83.4 74.9 83.5 76.6 79.5 87.9 81.9 70.8 85.5 87.8
89.1 77.6 81.2

800 - 859 PM 77.4 72.6 72.7 76.2 80.0 84.8 80.7 84.8 79.8 79.9 82.9 84.5
83.6 85.7 80.2

900 - 959 PM 82.5 82.2 88.4 78.2 78.7 82.7 78.0 86.0 79.4 74.9 79.6 80.2
85.9 84.5 81.7

1000 - 1059 PM 84.8 81.1 84.8 88.0 79.3 85.4 80.0 83.3 82.5 77.0 79.6
85.6 86.4 79.1 81.4

1100 - 559 AM 84.1 79.9 87.1 92.0 75.1 88.7 81.7 85.5 91.1 80.4 87.8
74.3 87.3 81.9 86.1

TOTAL, ALL ARRIVALS,

BY AIRPORT 86.1 81.9 87.5 82.2 84.2 86.0 83.4 89.9 83.3 82.3 84.1 86.5
89.5 85.2 85.0

NOVEMBER 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 94.9 96.3 94.9 98.0 96.6 96.0 98.4 95.7 94.7 96.8 97.6 94.3
96.4 87.4 97.3 93.8 94.7 99.1

700 - 759 AM 94.4 92.7 93.9 92.0 93.8 95.8 95.7 94.1 93.4 95.7 96.5 96.0
97.8 91.9 94.2 93.5 91.6 97.5

800 - 859 AM 94.6 89.1 92.3 91.2 91.7 92.8 93.3 92.5 92.8 96.0 94.8 95.0
95.2 95.9 93.1 92.5 90.5 96.4

900 - 959 AM 88.1 87.8 89.7 96.9 94.1 90.2 95.3 92.2 93.0 94.9 96.4 94.8
94.5 93.2 89.0 87.0 89.9 93.8

1000 - 1059 AM 90.6 92.9 89.7 87.4 93.3 90.8 94.2 91.9 91.3 93.8 89.6
96.4 93.1 93.7 83.5 87.6 92.8 95.6

1100 - 1159 AM 89.1 88.8 90.5 96.5 92.3 93.0 92.8 91.5 92.5 94.4 86.3
98.3 90.3 96.5 81.6 86.6 88.0 88.1

1200 - 1259 PM 90.4 89.6 82.0 93.4 88.1 94.2 94.1 90.8 88.8 93.1 87.4
94.5 94.3 88.8 82.2 83.9 88.0 92.9

100 - 159 PM 88.6 86.3 89.0 85.2 93.1 91.4 90.6 90.4 86.9 94.1 86.8 90.6
94.1 80.0 84.6 82.8 87.5 91.2

200 - 259 PM 89.5 84.9 84.0 91.7 85.2 94.4 91.4 88.3 84.6 89.0 84.9 92.0
89.8 85.5 81.9 85.0 86.1 82.5

300 - 359 PM 86.5 84.6 78.0 J/ 90.5 88.6 90.8 90.7 85.8 90.8 80.6 87.9
90.8 85.0 81.3 85.0 85.4 88.0

400 - 459 PM 83.0 84.9 83.0 90.1 86.2 86.4 91.4 86.1 82.3 84.4 80.0 81.4
95.1 85.8 79.1 83.4 84.3 87.5

500 - 559 PM 80.6 80.5 80.9 88.8 88.1 89.4 92.8 89.7 87.5 75.0 80.8 90.4
87.3 82.0 78.6 84.6 80.7 86.9

600 - 659 PM 80.8 79.1 78.8 91.2 81.2 92.6 91.2 86.4 79.4 79.8 82.6 88.8
91.2 86.6 76.4 85.3 81.1 88.8

700 - 759 PM 80.2 82.8 72.2 87.5 85.1 87.1 93.6 86.7 83.1 67.5 74.7 85.6
91.4 77.5 77.8 80.6 77.0 88.0

800 - 859 PM 85.0 79.8 78.9 86.9 82.9 86.7 91.4 89.2 85.5 81.6 86.1 88.7
89.0 84.3 79.3 79.6 75.3 86.8

900 - 959 PM 81.2 84.6 72.2 92.2 85.3 93.4 83.9 89.5 88.7 100.0 73.9
91.9 92.8 84.7 76.4 81.9 78.8 86.7

1000 - 1059 PM 83.2 68.0 75.7 94.6 90.0 J/ J/ 88.2 J/ J/ J/ J/ 100.0
83.8 89.8 91.1 82.8 J/

1100 - 559 AM 87.4 94.4 96.0 J/ J/ J/ J/ 94.5 J/ 97.1 95.8 J/ J/ J/ 87.7
94.5 100.0 93.3

TOTAL, ALL DEPARTURES,

BY AIRPORT 87.0 86.9 85.0 90.7 88.2 91.4 93.0 90.3 88.3 89.1 87.1 92.1
92.2 86.8 84.4 87.0 86.6 90.9

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 95.9 95.0 92.9 94.6 95.8 94.5 94.7 96.3 96.9 92.1 94.0 95.7
97.2 96.7 95.3

700 - 759 AM 96.2 94.7 92.6 92.1 96.0 91.3 97.0 94.9 97.0 91.7 96.2 96.6
96.8 96.4 94.5

800 - 859 AM 94.0 95.8 92.9 93.3 94.9 91.6 93.5 94.7 91.6 91.8 93.7 94.4
96.4 93.7 93.2

900 - 959 AM 85.6 93.8 93.2 91.6 91.0 86.7 86.2 94.7 93.2 90.2 91.7 91.6
96.6 94.2 91.5

1000 - 1059 AM 90.4 86.2 88.0 92.3 91.4 85.1 87.2 94.6 85.4 89.1 89.5
94.0 95.0 95.9 90.8

1100 - 1159 AM 89.8 91.6 91.6 90.1 88.9 95.3 84.5 93.2 85.1 89.4 89.6
90.8 89.5 86.3 89.5

1200 - 1259 PM 89.5 91.3 90.6 87.6 90.2 92.5 84.9 89.9 85.3 89.5 86.5
94.4 93.6 91.5 89.3

100 - 159 PM 83.8 84.7 90.9 88.7 86.0 89.8 84.2 92.5 84.3 85.3 84.2 84.3
92.2 88.6 88.2

200 - 259 PM 65.9 86.3 89.8 83.2 89.8 89.7 83.4 78.6 80.6 81.8 87.8 89.7
93.5 87.0 86.7

300 - 359 PM 73.2 83.9 85.6 81.2 82.8 88.2 80.4 92.5 79.8 84.5 85.1 90.7
93.3 81.4 86.1

400 - 459 PM 78.6 81.3 89.2 80.8 88.3 88.6 77.5 91.5 81.2 84.3 88.7 89.6
90.6 89.2 84.9

500 - 559 PM 72.6 77.1 90.2 81.2 81.3 82.4 79.8 91.9 82.6 74.4 88.5 89.7
85.6 84.5 84.2

600 - 659 PM 74.6 89.9 90.9 78.6 77.1 84.3 80.9 84.3 81.9 74.0 90.6 90.1
90.5 78.9 84.2

700 - 759 PM 62.8 83.6 90.8 80.0 82.2 84.3 80.6 84.8 66.2 73.9 89.1 88.7
90.5 88.7 82.6

800 - 859 PM 61.4 81.0 89.9 76.5 69.5 79.9 79.6 91.6 77.7 76.7 82.8 89.3
87.7 91.9 83.5

900 - 959 PM 68.1 J/ 91.3 80.7 77.7 90.4 82.1 90.9 83.5 74.4 84.4 86.0
89.0 77.6 85.0

1000 - 1059 PM J/ J/ 93.4 86.3 85.0 87.3 82.6 94.4 97.2 84.1 91.1 91.9
87.0 82.6 89.8

1100 - 559 AM J/ J/ 100.0 80.0 94.3 100.0 97.1 96.6 100.0 94.9 94.9 96.7
J/ 95.7 92.3

TOTAL, ALL DEPARTURES,

BY AIRPORT 81.4 87.5 90.7 85.7 88.4 88.0 84.6 92.7 86.2 86.1 90.0 91.2
92.6 89.5 88.3

NOVEMBER 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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> NONE
>
> NOVEMBER 2002
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 6. NUMBER AND PERCENTAGE OF REGULARLY SCHEDULED FLIGHTS I/
>
> ARRIVING LATE 70% OF THE TIME OR MORE
>
> NUMBER OF REGULARLY SCHEDULED FLIGHTS
>
> REGULARLY SCHEDULED FLIGHTS LATE 70% OF THE TIME OR MORE D/
>
> FOR WHICH
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> CARRIER CARRIER REPORTED DATA NUMBER PERCENTAGE
>
> \-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-- \-\-\-\-\-\-\-\-\--

ALASKA 426 1 0.2

> DELTA 1,988 1 0.1
>
> SOUTHWEST 2,776 1 0.0
>
> AMERICAN 2,313 0 0.0
>
> UNITED 1,597 0 0.0
>
> NORTHWEST 1,452 0 0.0
>
> AMERICAN EAGLE 1,279 0 0.0
>
> US AIRWAYS 1,274 0 0.0
>
> CONTINENTAL 917 0 0.0
>
> AMERICA WEST 554 0 0.0
>
> TOTAL 14,576 3 0.0
>
> NOVEMBER 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) 86.7 91.8 195 196 EL PASO TX (ELP) 86.7 89.0 1,674
> 1,674
>
> AGUADILLA P.R. (BQN) 76.5 82.4 17 17 EUGENE OR (EUG) 86.4 90.9 88 88
>
> AKRON/CANTON OH. (CAK) 89.3 82.1 28 28 EVANSVILLE IN. (EVV) 76.8 83.1
> 142 142
>
> ALBANY N.Y. (ALB) 87.8 89.8 1,157 1,154 FAIRBANKS AK (FAI) 82.2 90.2
> 377 377
>
> ALBUQUERQUE N.M (ABQ) 86.6 89.8 2,805 2,805 FARGO N.D. (FAR) 85.3 93.5
> 218 217
>
> ALLENTOWN PA(ABE) 86.5 95.2 148 147 FAYETTEVILLE ARKANSAS REG (XNA)
> 83.9 88.5 391 391
>
> AMARILLO TX (AMA) 82.4 88.7 550 549 FLINT MI. (FNT) 87.4 93.3 119 119
>
> ANCHORAGE AK (ANC) 80.5 85.4 1,397 1,396 FRESNO CA (FAT) 78.6 82.1 280
> 279
>
> ATLANTA GA (ATL) 81.0 87.0 18,279 18,291 FT. LAUDERDALE FL. (FLL) 82.5
> 87.1 3,881 3,883
>
> AUSTIN TX (AUS) 87.1 92.0 3,124 3,124 FT. MYERS FL. (RSW) 80.5 88.7
> 962 966
>
> BALTIMORE MD (BWI) 87.2 85.0 6,694 6,695 FT. SMITH AR (FSM) 87.4 95.0
> 222 222
>
> BANGOR ME (BGR) 76.2 80.3 214 213 FT. WAYNE IN (FWA) 82.0 88.0 200 200
>
> BARROW AK (BRW) 94.8 93.1 58 58 GRAND FORKS N.D. (GFK) 94.1 100.0 85
> 84
>
> BATON ROUGE LA. (BTR) 87.4 90.3 277 277 GRAND RAPIDS MI. (GRR) 83.1
> 91.2 723 724
>
> BETHEL AK. (BET) 80.4 79.5 112 112 GREAT FALLS MT. (GTF) 92.7 95.0 179
> 179
>
> BILLINGS MT. (BIL) 89.1 93.7 238 238 GREEN BAY WI (GRB) 85.0 92.2 359
> 357
>
> BIRMINGHAM AL (BHM) 88.0 91.3 1,371 1,369 GREENSBORO/HIGH PT. N.C.
> (GSO) 82.9 88.7 744 742
>
> BISMARCK N.D. (BIS) 92.3 96.6 117 117 GREENVILLE/SPARTBG. S.C. (GSP)
> 84.0 90.7 376 376
>
> BOISE ID (BOI) 88.9 92.4 911 910 GULFPORT/BILOXI MS. (GPT) 87.4 94.3
> 87 87
>
> BOSTON MA (BOS) 84.2 86.9 8,599 8,597 HARLINGEN TX(HRL) 87.0 87.7 332
> 332
>
> BOZEMAN MT. (BZN) 92.4 90.7 118 118 HARRISBURG PA (MDT) 86.1 90.8 469
> 467
>
> BUFFALO N.Y (BUF) 87.6 92.4 1,186 1,188 HARTFORD CT./SPGFLD MA. (BDL)
> 88.8 90.5 2,580 2,577
>
> BURBANK CA (BUR) 83.9 83.5 2,075 2,075 HELENA MT. (HLN) 95.2 92.8 84
> 83
>
> BURLINGTON VT (BTV) 90.3 88.4 259 259 HONOLULU OAHU HI(HNL) 83.8 93.3
> 910 911
>
> CEDAR RAPIDS/IOWA CTY IA. (CID) 84.2 90.3 392 390 HOUSTON TX (HOU)
> 87.2 83.1 4,399 4,398
>
> CHAMPAIGN(CMI) 78.6 87.1 140 140 HOUSTON TX (IAH) 87.4 92.2 9,410
> 9,408
>
> CHARLESTON S.C (CHS) 89.5 93.3 344 344 HUNTSVILLE/DECATUR AL. (HSV)
> 89.9 87.6 277 274
>
> CHARLOTTE N.C. (CLT) 89.0 90.7 8,101 8,101 INDIANAPOLIS IN. (IND) 86.2
> 90.6 2,553 2,552
>
> CHATTANOOGA TN. (CHA) 84.6 82.7 52 52 INDIO/PALM SPRINGS CA (PSP) 85.7
> 88.6 524 527
>
> CHICAGO IL (ORD) 82.2 85.7 26,427 26,439 ISLIP/LONG IS. N.Y. (ISP)
> 87.2 89.1 881 880
>
> CHICAGO IL. (MDW) 86.1 81.4 4,387 4,386 JACKSON/VICKSBURG MS. (JAN)
> 84.6 89.4 578 576
>
> CINCINNATI OH (CVG) 85.3 88.2 4,879 4,879 JACKSONVILLE FL. (JAX) 87.3
> 90.1 1,832 1,830
>
> CLEVELAND OH (CLE) 85.6 89.7 3,398 3,399 JUNEAU AK. (JNU) 77.1 74.7
> 292 292
>
> COLLEGE STATION TX (CLL) 88.8 97.0 169 169 KAHULUI(OGG) 88.2 94.7 304
> 304
>
> COLORADO SPRINGS CO. (COS) 88.5 94.5 548 547 KALAMAZOO MI. (AZO) 76.0
> 87.7 146 146
>
> COLUMBIA S.C (CAE) 87.4 83.8 111 111 KALISPELL MT (FCA) 90.8 94.2 120
> 120
>
> COLUMBUS OH (CMH) 84.1 87.9 2,546 2,547 KANSAS CITY MO (MCI) 89.4 92.3
> 4,664 4,665
>
> CORDOVA AK (CDV) 79.3 79.3 58 58 KETCHIKAN AK (KTN) 78.9 83.4 175 175
>
> CORPUS CHRISTI TX. (CRP) 79.6 89.0 373 372 KILLEEN TX. (ILE) 87.8 95.8
> 287 287
>
> DALLAS/FT. WORTH TX. (DAL) 86.2 82.7 3,418 3,420 KING SALMON AK.(AKN)
> 100.0 100.0 11 11
>
> DALLAS/FT. WORTH TX. (DFW) 89.5 90.3 22,506 22,510 KNOXVILLE TN. (TYS)
> 82.2 85.4 309 308
>
> DAYTON OH (DAY) 85.1 87.2 591 588 KODIAK AK (ADQ) 72.4 75.9 58 58
>
> DAYTONA BEACH FL (DAB) 83.3 93.3 90 89 KONA HAWAII. HI. (KOA) 86.7
> 96.7 150 150
>
> DEADHORSE AK. (SCC) 72.4 72.4 29 29 KOTZEBUE AK. (OTZ) 88.5 85.1 87 87
>
> DENVER CO (DEN) 91.4 93.0 9,187 9,220 LA CROSSE WI. (LSE) 82.6 94.7
> 190 189
>
> DES MOINES IA (DSM) 86.6 90.6 651 651 LAFAYETTE LA. (LFT) 91.7 83.3 24
> 24
>
> DETROIT MI. (DTW) 87.5 88.3 11,279 11,285 LANSING MI. (LAN) 83.0 96.3
> 218 218
>
> DILLINGHAM AK.(DLG) 100.0 100.0 11 11 LAREDO TX. (LRD) 75.4 86.2 122
> 123
>
> DUBUQUE IA. (DBQ) 79.5 89.2 83 83 LAS VEGAS NV. (LAS) 82.3 84.4 10,647
> 10,652
>
> DULUTH MN (DLH) 80.6 87.3 165 165 LAWTON OK. (LAW) 87.2 95.3 172 172
>
> DUTCH HARBOR AK. (DUT) 66.7 52.9 51 51 LEXINGTON/FRKFT KY. (LEX) 82.1
> 86.5 112 111
>
> EAGLE CO. (EGE) 100.0 100.0 4 4 LIHUE KAUAI HI. (LIH) 89.9 94.9 99 99
>
> NOVEMBER 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.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> LITTLE ROCK AR. (LIT) 85.5 91.5 1,086 1,085 SAGINAW MI. (MBS) 87.8
> 98.3 115 116
>
> LONG BEACH CA. (LGB) 84.7 88.5 339 338 SALT LAKE CITY UT (SLC) 86.5
> 91.2 5,521 5,528
>
> LONGVIEW TX. (GGG) 85.8 95.6 113 113 SAN ANGELO TX. (SJT) 83.0 93.6
> 171 171
>
> LOS ANGELES CA. (LAX) 82.9 87.1 14,631 14,635 SAN ANTONIO TX. (SAT)
> 87.0 91.7 3,026 3,024
>
> LOUISVILLE KY (SDF) 85.8 89.1 1,271 1,272 SAN DIEGO CA (SAN) 83.3 86.2
> 6,053 6,053
>
> LUBBOCK TX. (LBB) 85.5 92.3 636 636 SAN FRANCISCO CA (SFO) 84.1 89.9
> 7,709 7,679
>
> MADISON WI. (MSN) 83.1 91.9 455 455 SAN FRANCISCO CA. (OAK) 81.2 81.6
> 5,067 5,066
>
> MANCHESTER N.H. (MHT) 85.8 85.4 1,251 1,251 SAN JOSE CA. (SJC) 84.8
> 86.2 4,809 4,810
>
> MARQUETTE MI (MQT) 52.4 95.2 21 21 SAN JUAN P.R (SJU) 83.3 92.8 1,767
> 1,767
>
> MEDFORD OR (MFR) 88.6 87.5 88 88 SAN LUIS OBISPO CA. (SBP) 84.7 90.1
> 203 203
>
> MELBOURNE FL (MLB) 86.4 93.2 88 88 SANTA BARBARA CA. (SBA) 88.2 90.4
> 280 280
>
> MEMPHIS TN (MEM) 88.2 90.0 3,967 3,968 SARASOTA/BRAD. FL (SRQ) 87.7
> 88.0 235 234
>
> MIAMI FL (MIA) 81.9 87.5 4,610 4,609 SAVANNAH GA. (SAV) 90.3 93.2 351
> 351
>
> MIDLAND/ODESSA TX (MAF) 85.4 89.9 582 582 SCRANTON/WILKES-BARRE PA.
> (AVP) 89.5 96.5 86 86
>
> MILWAUKEE WI (MKE) 83.7 92.5 1,227 1,227 SEATTLE WA (SEA) 82.3 86.1
> 7,614 7,612
>
> MINNEAPLS/ST.P MN(MSP) 87.5 90.7 11,492 11,500 SHREVEPORT LA (SHV)
> 88.9 95.1 371 370
>
> MINOT N.D (MOT) 93.3 95.6 90 90 SIOUX FALLS S.D. (FSD) 88.4 95.3 172
> 172
>
> MISSION/MCALLEN TX. (MFE) 89.9 96.6 238 238 SITKA AK. (SIT) 76.1 84.1
> 88 88
>
> MISSOULA MT (MSO) 85.8 92.6 148 148 SOUTH BEND IN (SBN) 76.5 82.4 34
> 34
>
> MOBILE AL./PASCAGOULA MS. (MOB) 83.1 84.4 136 135 SPOKANE WA (GEG)
> 84.8 89.1 973 973
>
> MONTEREY CA. (MRY) 88.1 87.4 160 159 SPRINGFIELD MO (SGF) 91.0 93.7
> 365 365
>
> MYRTLE BEACH S.C (MYR) 90.7 95.9 172 172 ST. CROIX V.I (STX) 88.3 91.7
> 60 60
>
> NASHVILLE TN. (BNA) 87.6 87.8 3,857 3,856 ST. LOUIS MO (STL) 89.5 92.6
> 9,587 9,584
>
> NEW ORLEANS LA (MSY) 85.7 90.0 4,019 4,021 ST. THOMAS V.I. (STT) 83.5
> 85.3 272 272
>
> NEW YORK N.Y (JFK) 82.5 86.8 4,167 4,173 SYRACUSE N.Y (SYR) 85.7 89.4
> 727 726
>
> NEW YORK N.Y. (LGA) 78.4 86.6 7,903 7,895 TALLAHASSEE FL (TLH) 82.1
> 93.1 145 144
>
> NEWARK N.J. (EWR) 79.2 89.1 8,070 8,061 TAMPA FL (TPA) 85.1 89.6 4,828
> 4,833
>
> NEWBURGH N.Y. (SWF) 81.0 86.6 142 142 TEXARKANA AR(TXK) 92.4 96.2 105
> 104
>
> NOME AK. (OME) 87.4 81.6 87 87 TOLEDO OH. (TOL) 77.2 82.1 145 145
>
> NORFOLK/VA. BEACH VA (ORF) 85.0 89.8 1,354 1,353 TRAVERSE CITY MI.
> (TVC) 85.8 98.3 120 120
>
> OKLAHOMA CITY OK (OKC) 86.1 90.5 1,618 1,616 TUCSON AZ. (TUS) 84.4
> 90.5 1,340 1,341
>
> OMAHA NE (OMA) 88.0 92.5 1,439 1,438 TULSA OK. (TUL) 86.6 91.1 1,610
> 1,609
>
> ONTARIO CA (ONT) 85.5 86.9 2,621 2,618 TYLER TX. (TYR) 85.6 96.1 229
> 229
>
> ORANGE COUNTY CA. (SNA) 84.1 85.2 3,503 3,495 VALPARAISO FL. (VPS)
> 84.4 91.7 205 204
>
> ORLANDO FL (MCO) 86.0 90.9 6,414 6,422 WACO TX. (ACT) 86.5 97.0 200
> 200
>
> PASCO WA. (PSC) 84.7 93.2 59 59 WASHINGTON D.C (IAD) 88.0 92.1 3,445
> 3,444
>
> PENSACOLA FL (PNS) 83.5 90.8 315 315 WASHINGTON DC(DCA) 87.5 91.4
> 6,002 6,005
>
> PEORIA IL. (PIA) 74.8 84.3 115 115 WEST PALM BEACH FL. (PBI) 79.2 87.0
> 1,704 1,707
>
> PETERSBURG AK (PSG) 75.9 74.1 58 58 WHITE PLAINS N.Y (HPN) 79.3 83.0
> 396 394
>
> PHILADELPHIA PA (PHL) 85.9 88.1 8,491 8,551 WICHITA FALLS TX. (SPS)
> 87.1 92.3 170 169
>
> PHOENIX AZ (PHX) 83.4 84.6 14,141 14,143 WICHITA KS. (ICT) 92.6 94.1
> 405 404
>
> PITTSBURGH PA (PIT) 90.0 92.6 5,565 5,504 WILMINGTON N.C (ILM) 93.3
> 94.1 119 119
>
> PORTLAND ME (PWM) 84.6 83.0 487 487 WRANGELL AK. (WRG) 81.0 81.0 58 58
>
> PORTLAND OR (PDX) 84.2 88.4 3,925 3,925 YAKUTAT AK. (YAK) 72.4 79.3 58
> 58
>
> PROVIDENCE R.I. (PVD) 90.1 90.1 2,185 2,185
>
> RALEIGH/DURHAM N.C. (RDU) 84.2 87.9 3,566 3,565
>
> RAPID CITY S.D (RAP) 91.0 95.5 89 89
>
> RENO NV. (RNO) 85.3 87.7 1,939 1,938
>
> RICHMOND VA (RIC) 87.6 88.9 1,057 1,056
>
> ROCHESTER MN. (RST) 89.7 93.3 194 194
>
> ROCHESTER N.Y (ROC) 87.6 91.9 723 719
>
> SACRAMENTO CA (SMF) 83.3 83.1 3,138 3,137
>
> NOVEMBER 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

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

ALASKA 14 6,872 158 2.3 42 12,110 340 2.8

AMERICAN EAGLE 18 21,223 556 2.6 99 35,601 921 2.6

SOUTHWEST 15 33,378 357 1.1 59 77,607 835 1.1

AMERICA WEST 27 12,590 86 0.7 52 15,948 122 0.8

NORTHWEST 32 28,216 235 0.8 110 41,776 316 0.8

DELTA 32 44,244 305 0.7 108 57,432 391 0.7

AMERICAN 31 51,274 331 0.6 89 66,162 387 0.6

US AIRWAYS 27 28,932 119 0.4 65 37,016 150 0.4

UNITED 31 38,180 146 0.4 82 46,172 170 0.4

CONTINENTAL 30 19,535 30 0.2 76 25,200 43 0.2

TOTAL 284,444 2,323 0.8 415,024 3,675 0.9

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.

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

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

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

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

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

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

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

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

**H** Carrier did not serve airport.

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

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

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

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

**V** Carrier reported data voluntarily.

**[APPENDIX]{.underline}**

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

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

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

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***NOVEMBER***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             | *   |       |       |   | **   |        |       |
|   |             | *NO |       |       |   | NOVE |        |       |
|   |             | VEM |       |       |   | MBER |        |       |
|   |             | BER |       |       |   | 20   |        |       |
|   |             | 200 |       |       |   | 01** |        |       |
|   |             | 2** |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| # | ####        | *   | **ENP | *     |   | **T  | **EN   | *     |
| # | ### AIRLINE | *TO | LANED | *REPO |   | OTAL | PLANED | *REPO |
| # |             | TAL | PA    | RTS** |   | BAG  | PASSEN | RTS** |
| # |             | B   | SSENG |       |   | GAGE | GERS** |       |
| # |             | AGG | ERS** | **PER |   | R    |        | **PER |
| # |             | AGE |       | 1,000 |   | EPOR |        | 1,000 |
| # |             | REP |       | PA    |   | TS** |        | PA    |
|   |             | ORT |       | SSENG |   |      |        | SSENG |
| R |             | S** |       | ERS** |   |      |        | ERS** |
| A |             |     |       |       |   |      |        |       |
| N |             |     |       |       |   |      |        |       |
| K |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | ALASKA      | 2,  | 89    | **2   |   | 2    | 9      | **2   |
|   | AIRLINES    | 018 | 7,241 | .25** |   | ,625 | 36,336 | .80** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 2 | CONTINENTAL | 6,  | 2,57  | **2   |   | 9    | 2,7    | **3   |
|   | AIRLINES    | 382 | 9,816 | .47** |   | ,848 | 66,375 | .56** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 3 | NORTHWEST   | 9,  | 3,44  | **2   |   | 11   | 3,3    | **3   |
|   | AIRLINES    | 500 | 1,206 | .76** |   | ,448 | 11,311 | .46** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 4 | SOUTHWEST   | 16, | 5,78  | **2   |   | 22   | 5,8    | **3   |
|   | AIRLINES    | 670 | 3,947 | .88** |   | ,514 | 63,537 | .84** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 5 | US AIRWAYS  | 8,  | 3,06  | **2   |   | 12   | 3,7    | **3   |
|   |             | 870 | 6,605 | .89** |   | ,056 | 05,748 | .25** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 6 | DELTA AIR   | 20, | 6,84  | **3   |   | 19   | 6,3    | **3   |
|   | LINES       | 686 | 5,808 | .02** |   | ,478 | 80,477 | .05** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 7 | UNITED      | 14, | 4,71  | **3   |   | 20   | 4,6    | **4   |
|   | AIRLINES    | 672 | 8,178 | .11** |   | ,289 | 07,250 | .40** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 8 | AMERICA     | 4,  | 1,57  | **3   |   | 4    | 1,3    | **3   |
|   | WEST        | 960 | 4,233 | .15** |   | ,483 | 61,573 | .29** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 9 | AMERICAN    | 22, | 6,13  | **3   |   | 18   | 4,7    | **3   |
|   | AIRLINES    | 040 | 0,402 | .60** |   | ,761 | 35,945 | .96** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | AMERICAN    | 7,  | 92    | **8   |   | 7    | 8      | **9   |
| 0 | EAGLE       | 810 | 7,242 | .42** |   | ,953 | 64,972 | .19** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   | TOTALS\*\*  | 1   | 35,96 | **3   |   | 129  | 34,5   | **3   |
|   |             | 13, | 4,678 | .16** |   | ,455 | 33,524 | .75** |
|   |             | 608 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+

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

***JULY-SEPTEMBER***

***PASSENGERS DENIED BOARDING***

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

  ------ -------------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                              **JULY-SEPTEMBER                                                   **JULY-SEPTEMBER                                  
                              2002**                                                             2001**                                            

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

                              Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                                   

  1      ***AMERICAN EAGLE    145                   0             199,565       **0.00**         265                   37            410,087       **0.90**
         AIRLINES***                                                                                                                               

                                                                                                                                                   

  2      ***AMERICA WEST      11,118                38            5,265,565     **0.07**         10,586                109           5,140,026     **0.21**
         AIRLINES***                                                                                                                               

                                                                                                                                                   

  3      ***US AIRWAYS***     16,036                103           11,114,308    **0.09**         18,038                229           13,400,761    **0.17**

                                                                                                                                                   

  4      ***AMERICAN          29,223                474           22,834,621    **0.21**         30,515                664           18,076,630    **0.37**
         AIRLINES***                                                                                                                               

                                                                                                                                                   

  5      ***NORTHWEST         19,973                500           12,868,660    **0.39**         13,057                320           12,837,481    **0.25**
         AIRLINES***                                                                                                                               

                                                                                                                                                   

  6      ***CONTINENTAL       10,014                400           8,956,306     **0.45**         15,394                531           9,548,608     **0.56**
         AIRLINES***                                                                                                                               

                                                                                                                                                   

  7      ***UNITED            25,618                875           17,163,520    **0.51**         35,377                1,532         17,933,795    **0.85**
         AIRLINES***                                                                                                                               

                                                                                                                                                   

  8      ***ALASKA            5,690                 314           3,972,522     **0.79**         8,787                 490           3,740,709     **1.31**
         AIRLINES***                                                                                                                               

                                                                                                                                                   

  9      ***SOUTHWEST         20,729                1,530         18,781,696    **0.81**         19,871                2,694         18,564,869    **1.45**
         AIRLINES***                                                                                                                               

                                                                                                                                                   

  10     ***DELTA AIR         29,669                1,839         21,324,234    **0.86**         29,534                1,420         21,724,341    **0.65**
         LINES***                                                                                                                                  

                                                                                                                                                   

         ***TOTALS***^\*\*^   168,215               6,073         122,480,997   **0.50**         181,424               8,026         121,377,307   **0.66**
  ------ -------------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY-SEPTEMBER***

***PASSENGERS DENIED BOARDING***

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

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

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

                                Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                                     

  1      ***AMERICAN EAGLE      886                   10            728,921       **0.14**         1,369                 69            1,383,825     **0.50**
         AIRLINES***^\*\*^                                                                                                                           

                                                                                                                                                     

  2      ***AMERICA WEST        37,930                305           14,735,360    **0.21**         40,010                604           15,622,332    **0.39**
         AIRLINES***                                                                                                                                 

                                                                                                                                                     

  3      ***AMERICAN            105,307               1,466         65,722,862    **0.22**         103,966               1,937         55,466,583    **0.35**
         AIRLINES***                                                                                                                                 

                                                                                                                                                     

  4      ***US AIRWAYS***       75,437                896           34,363,320    **0.26**         65,589                1,357         43,258,363    **0.31**

                                                                                                                                                     

  5      ***NORTHWEST           60,654                1,898         35,830,290    **0.53**         58,054                1,557         38,495,416    **0.40**
         AIRLINES***                                                                                                                                 

                                                                                                                                                     

  6      ***UNITED AIRLINES***  73,652                3,061         47,129,523    **0.65**         120,191               5,499         54,721,034    **1.00**

                                                                                                                                                     

  7      ***DELTA AIR LINES***  114,143               5,423         62,118,958    **0.87**         135,690               4,544         69,750,219    **0.65**

                                                                                                                                                     

  8      ***CONTINENTAL         36,065                2,499         26,784,287    **0.93**         54,383                2,599         29,749,486    **0.87**
         AIRLINES***                                                                                                                                 

                                                                                                                                                     

  9      ***SOUTHWEST           64,956                5,817         54,698,676    **1.06**         63,289                9,215         56,439,110    **1.63**
         AIRLINES***                                                                                                                                 

                                                                                                                                                     

  10     ***ALASKA AIRLINES***  20,002                1,339         10,771,701    **1.24**         25,922                1,567         10,624,014    **1.47**

                                                                                                                                                     

         ***TOTALS***^\*\*\*^   589,032               22,714        352,883,898   **0.64**         668,463               28,948        375,510,382   **0.77**
  ------ ---------------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

**[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

  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------
                  **NOVEMBER                                          **NOVEMBER                            
                  2002**                                              2001**                                

                  COMPLAINTS   OPINIONS   COMPLIMENTS   INFO          COMPLAINTS   OPINIONS   COMPLIMENTS   INFO
                                                        REQUESTS                                            REQUESTS

                                                                                                            

  U.S. AIRLINES   431          44         2             83            377          17         0             24

  FOREIGN         65           2          0             4             77           0          0             4
  AIRLINES                                                                                                  

  TRAVEL AGENTS   20           1          0             1             41           0          0             0

  TOUR OPERATORS  2            0          0             0             3            0          0             0

  MISCELLANEOUS   1            6          0             21            19           14         0             14

  INDUSTRY TOTALS 519          53         2             109           517          31         0             42
  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^4]

  ----------------------- ----------------------- ------------------------------------------------ ---------------------------- -- ----------------------- ------------------------------ ----------------------------
                          NOVEMBER 2002                                                                                            NOVEMBER 2001                                          

                                                                                                                                                                                          

  [COMPLAINT              [RANKING]{.underline}   [COMPLAINTS]{.underline}[^5]^[\*]{.underline}^   [SUB-CATEGORY]{.underline}      [RANKING]{.underline}   [COMPLAINTS\*\*]{.underline}   [SUB-CATEGORY]{.underline}
  CATEGORY]{.underline}                                                                                                                                                                   

                                                                                                                                                                                          

  FLIGHT PROBLEMS         1                       97                                                                               2                       75                             

  CANCELLATIONS                                                                                    33                                                                                     29

  DELAYS                                                                                           24                                                                                     13

  MISCONNECTIONS                                                                                   22                                                                                     8

                                                                                                                                                                                          

  BAGGAGE                 2                       96                                                                               3                       70                             

                                                                                                                                                                                          

  RES/TKTG/BOARDING       3                       74                                                                               5                       60                             

                                                                                                                                                                                          

  CUSTOMER SERVICE        4                       69                                                                               4                       69                             

                                                                                                                                                                                          

  REFUNDS                 5                       67                                                                               1                       154                            

                                                                                                                                                                                          

  FARES                   6                       37                                                                               6                       29                             

                                                                                                                                                                                          

  DISABILITY              7                       31                                                                               9                       12                             

                                                                                                                                                                                          

  OVERSALES               8                       26                                                                               10                      11                             

                                                                                                                                                                                          

  OTHER                   9                       13                                                                               8                       14                             

  FREQUENT FLYER                                                                                   10                                                                                     2

                                                                                                                                                                                          

  DISCRIMINATION          10                      5                                                                                7                       18                             

                                                                                                                                                                                          

  ADVERTISING             11                      4                                                                                11                      5                              

                                                                                                                                                                                          

  ANIMALS                 12                      0                                                                                12                      0                              

                                                                                                                                                                                          

  COMPLAINT TOTAL                                 519                                                                                                      517                            
  ----------------------- ----------------------- ------------------------------------------------ ---------------------------- -- ----------------------- ------------------------------ ----------------------------

TABLE 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^6]

NOVEMBER 2002

<table style="width:100%;">
<colgroup>
<col style="width: 19%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 7%" />
<col style="width: 4%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 6%" />
<col style="width: 4%" />
<col style="width: 5%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a><sup>*</sup></p>
<p>ALPHABETICAL</p></td>
<td>FLIGHT PROBLEMS</td>
<td>OVER-SALES</td>
<td>RES/TKTG/BOARDING</td>
<td>FARES</td>
<td>REFUNDS</td>
<td>BAGGAGE</td>
<td>CUSTOMER SERVICE</td>
<td>DIS-ABILITY</td>
<td>ADVER-TISING</td>
<td>DISCRIM-INATION</td>
<td>ANIMALS</td>
<td>OTHER</td>
<td>TOTAL</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>ALASKA AIRLINES</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
</tr>
<tr class="even">
<td>AMERICA WEST AIRLINES</td>
<td>5</td>
<td>0</td>
<td>3</td>
<td>2</td>
<td>0</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>14</td>
</tr>
<tr class="odd">
<td>AMERICAN AIRLINES</td>
<td>19</td>
<td>5</td>
<td>6</td>
<td>6</td>
<td>2</td>
<td>16</td>
<td>9</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>69</td>
</tr>
<tr class="even">
<td>AMERICAN EAGLE AIRLINES</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>8</td>
</tr>
<tr class="odd">
<td>AMERICAN TRANS AIR</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>10</td>
</tr>
<tr class="even">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>6</td>
<td>3</td>
<td>6</td>
<td>3</td>
<td>7</td>
<td>7</td>
<td>10</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>46</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>14</td>
<td>4</td>
<td>17</td>
<td>8</td>
<td>6</td>
<td>16</td>
<td>8</td>
<td>7</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>81</td>
</tr>
<tr class="odd">
<td>HAWAIIAN AIRLINES</td>
<td>1</td>
<td>0</td>
<td>0</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>6</td>
</tr>
<tr class="even">
<td>NATIONAL AIRLINES</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>21</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>26</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>7</td>
<td>2</td>
<td>4</td>
<td>2</td>
<td>4</td>
<td>5</td>
<td>4</td>
<td>6</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>36</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>1</td>
<td>0</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>9</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>12</td>
<td>0</td>
<td>10</td>
<td>6</td>
<td>5</td>
<td>7</td>
<td>11</td>
<td>5</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>58</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>6</td>
<td>0</td>
<td>5</td>
<td>4</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>3</td>
<td>23</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>8</td>
<td>5</td>
<td>3</td>
<td>1</td>
<td>5</td>
<td>5</td>
<td>6</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>34</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 NOVEMBER 2002</td>
<td>85</td>
<td>19</td>
<td>59</td>
<td>36</td>
<td>51</td>
<td>72</td>
<td>62</td>
<td>30</td>
<td>2</td>
<td>5</td>
<td>0</td>
<td>10</td>
<td>431</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>19.7</td>
<td>4.4</td>
<td>13.7</td>
<td>8.4</td>
<td>11.8</td>
<td>16.7</td>
<td>14.4</td>
<td>7</td>
<td>0.5</td>
<td>1.2</td>
<td>0</td>
<td>2.3</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 NOVEMBER 2001</td>
<td>59</td>
<td>11</td>
<td>41</td>
<td>21</td>
<td>96</td>
<td>53</td>
<td>62</td>
<td>6</td>
<td>2</td>
<td>18</td>
<td>0</td>
<td>8</td>
<td>377</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>15.6</td>
<td>2.9</td>
<td>10.9</td>
<td>5.6</td>
<td>25.5</td>
<td>14.1</td>
<td>16.4</td>
<td>1.6</td>
<td>0.5</td>
<td>4.8</td>
<td>0</td>
<td>2.1</td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>**</sup> AIRLINES ARE LISTED INDIVIDUALY IF DOT
RECEIVED 5 OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD.
COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER ‘OTHER U.S. AIRLINES.’<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

TABLE 4

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY INCIDENT DATE

NOVEMBER 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>NOV.</p></td>
<td><p>INCI-DENTS IN</p>
<p>NOV.</p></td>
<td>PERCENT</td>
<td></td>
<td><p>INCI-DENTS IN</p>
<p>OCT.</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>ALASKA AIRLINES</td>
<td>6</td>
<td>3</td>
<td>50.0</td>
<td></td>
<td>3</td>
<td>50.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>AMERICA WEST AIRLINES</td>
<td>14</td>
<td>6</td>
<td>42.9</td>
<td></td>
<td>3</td>
<td>21.4</td>
<td></td>
<td>4</td>
<td>28.6</td>
<td></td>
<td>1</td>
<td>7.1</td>
</tr>
<tr class="odd">
<td>AMERICAN AIRLINES</td>
<td>69</td>
<td>30</td>
<td>43.5</td>
<td></td>
<td>17</td>
<td>24.6</td>
<td></td>
<td>14</td>
<td>20.3</td>
<td></td>
<td>8</td>
<td>11.6</td>
</tr>
<tr class="even">
<td>AMERICAN EAGLE AIRLINES</td>
<td>8</td>
<td>5</td>
<td>62.5</td>
<td></td>
<td>1</td>
<td>12.5</td>
<td></td>
<td>2</td>
<td>25.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>AMERICAN TRANS AIR</td>
<td>10</td>
<td>7</td>
<td>70.0</td>
<td></td>
<td>3</td>
<td>30.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>5</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>4</td>
<td>80.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>46</td>
<td>13</td>
<td>28.3</td>
<td></td>
<td>6</td>
<td>13.0</td>
<td></td>
<td>21</td>
<td>45.7</td>
<td></td>
<td>6</td>
<td>13.0</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>81</td>
<td>24</td>
<td>29.6</td>
<td></td>
<td>26</td>
<td>32.1</td>
<td></td>
<td>23</td>
<td>28.4</td>
<td></td>
<td>8</td>
<td>9.9</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>4</td>
<td>66.7</td>
<td></td>
<td>1</td>
<td>16.7</td>
</tr>
<tr class="even">
<td>NATIONAL AIRLINES</td>
<td>26</td>
<td>19</td>
<td>73.1</td>
<td></td>
<td>2</td>
<td>7.7</td>
<td></td>
<td>2</td>
<td>7.7</td>
<td></td>
<td>3</td>
<td>11.5</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>36</td>
<td>8</td>
<td>22.2</td>
<td></td>
<td>11</td>
<td>30.6</td>
<td></td>
<td>14</td>
<td>38.9</td>
<td></td>
<td>3</td>
<td>8.3</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>9</td>
<td>3</td>
<td>33.3</td>
<td></td>
<td>4</td>
<td>44.4</td>
<td></td>
<td>1</td>
<td>11.1</td>
<td></td>
<td>1</td>
<td>11.1</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>58</td>
<td>15</td>
<td>25.9</td>
<td></td>
<td>16</td>
<td>27.6</td>
<td></td>
<td>20</td>
<td>34.5</td>
<td></td>
<td>7</td>
<td>12.1</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>23</td>
<td>5</td>
<td>21.7</td>
<td></td>
<td>4</td>
<td>17.4</td>
<td></td>
<td>8</td>
<td>34.8</td>
<td></td>
<td>6</td>
<td>26.1</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>34</td>
<td>9</td>
<td>26.5</td>
<td></td>
<td>7</td>
<td>20.6</td>
<td></td>
<td>15</td>
<td>44.1</td>
<td></td>
<td>3</td>
<td>8.8</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>431</td>
<td>147</td>
<td>34.1</td>
<td></td>
<td>108</td>
<td>25.1</td>
<td></td>
<td>129</td>
<td>29.9</td>
<td></td>
<td>47</td>
<td>10.9</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>377</td>
<td>194</td>
<td>51.5</td>
<td></td>
<td>50</td>
<td>13.3</td>
<td></td>
<td>87</td>
<td>23.1</td>
<td></td>
<td>46</td>
<td>12.2</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^\*\*^

NOVEMBER 2002

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

                                                                                                                                                                                        

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

  AIR FRANCE                        1          2            2                   0       3         6         1          1             0              0                 0         0       16

  BRITISH AIRWAYS                   0          0            0                   0       1         6         0          0             0              0                 0         0       7

  OTHER FOREIGN AIRLINES            8          5            6                   1       3         11        5          0             1              0                 0         2       42

  TOTALS                            9          7            8                   1       7         23        6          1             1              0                 0         2       65

                                                                                                                                                                                        

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

  OTHER TRAVEL AGENTS               2          0            7                   0       8         1         1          0             1              0                 0         0       20

  TOTALS                            2          0            7                   0       8         1         1          0             1              0                 0         0       20

                                                                                                                                                                                        

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

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

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

                                                                                                                                                                                        

  **[MISCELLANEOUS]{.underline}**                                                                                                                                                       

  OTHER MISCELLANEOUS               1          0            0                   0       0         0         0          0             0              0                 0         0       1

  TOTALS                            1          0            0                   0       0         0         0          0             0              0                 0         0       1

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 6

NOVEMBER

CONSUMER COMPLAINTS: RANKINGS

U.S. AIRLINES \*

<table>
<colgroup>
<col style="width: 6%" />
<col style="width: 0%" />
<col style="width: 13%" />
<col style="width: 3%" />
<col style="width: 10%" />
<col style="width: 13%" />
<col style="width: 12%" />
<col style="width: 1%" />
<col style="width: 10%" />
<col style="width: 14%" />
<col style="width: 11%" />
<col style="width: 0%" />
</colgroup>
<tbody>
<tr class="odd">
<td colspan="3"></td>
<td colspan="4"><strong>NOVEMBER 2002</strong></td>
<td></td>
<td colspan="3"><strong>NOVEMBER 2001</strong></td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td colspan="3"></td>
<td></td>
<td></td>
<td><h1 id="complaints">COMPLAINTS</h1></td>
<td></td>
<td></td>
<td></td>
<td colspan="2"><h1 id="complaints-1">COMPLAINTS</h1></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="3"><h1 id="section-3"></h1></td>
<td><h1 id="section-4"></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 colspan="2"><h1 id="per-100000-1">PER 100,000</h1></td>
</tr>
<tr class="even">
<td colspan="2"><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 colspan="2"><h1 id="enplanements-2">ENPLANEMENTS</h1></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="3"></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>1</td>
<td colspan="3"><em><strong>SOUTHWEST AIRLINES</strong></em></td>
<td>9</td>
<td>5,602,805</td>
<td><strong>0.16</strong></td>
<td></td>
<td>10</td>
<td>5,710,792</td>
<td><strong>0.18</strong></td>
<td></td>
</tr>
<tr class="odd">
<td>2</td>
<td colspan="3"><em><strong>ALASKA AIRLINES</strong></em></td>
<td>6</td>
<td>1,055,274</td>
<td><strong>0.57</strong></td>
<td></td>
<td>7</td>
<td>1,030,152</td>
<td><strong>0.68</strong></td>
<td></td>
</tr>
<tr class="even">
<td>3</td>
<td colspan="3"><em><strong>US AIRWAYS</strong></em></td>
<td>23</td>
<td>3,314,919</td>
<td><strong>0.69</strong></td>
<td></td>
<td>28</td>
<td>3,876,394</td>
<td><strong>0.72</strong></td>
<td></td>
</tr>
<tr class="odd">
<td>4</td>
<td colspan="3"><em><strong>AMERICA WEST AIRLINES</strong></em></td>
<td>14</td>
<td>1,568,628</td>
<td><strong>0.89</strong></td>
<td></td>
<td>22</td>
<td>1,347,523</td>
<td><strong>1.63</strong></td>
<td></td>
</tr>
<tr class="even">
<td>5</td>
<td colspan="3"><em><strong>AMERICAN EAGLE AIRLINES</strong></em></td>
<td>8</td>
<td>888,853</td>
<td><strong>0.90</strong></td>
<td></td>
<td>3</td>
<td>898,224</td>
<td><strong>0.33</strong></td>
<td></td>
</tr>
<tr class="odd">
<td>6</td>
<td colspan="3"><em><strong>NORTHWEST AIRLINES</strong></em></td>
<td>36</td>
<td>3,997,614</td>
<td><strong>0.90</strong></td>
<td></td>
<td>30</td>
<td>3,742,290</td>
<td><strong>0.80</strong></td>
<td></td>
</tr>
<tr class="even">
<td>7</td>
<td colspan="3"><em><strong>AMERICAN AIRLINES</strong></em></td>
<td>69</td>
<td>7,091,201</td>
<td><strong>0.97</strong></td>
<td></td>
<td>51</td>
<td>5,574,693</td>
<td><strong>0.91</strong></td>
<td></td>
</tr>
<tr class="odd">
<td>8</td>
<td colspan="3"><em><strong>UNITED AIRLINES</strong></em></td>
<td>58</td>
<td>5,169,499</td>
<td><strong>1.12</strong></td>
<td></td>
<td>81</td>
<td>5,021,463</td>
<td><strong>1.61</strong></td>
<td></td>
</tr>
<tr class="even">
<td>9</td>
<td colspan="3"><em><strong>DELTA AIR LINES</strong></em></td>
<td>81</td>
<td>7,144,727</td>
<td><strong>1.13</strong></td>
<td></td>
<td>50</td>
<td>6,600,384</td>
<td><strong>0.76</strong></td>
<td></td>
</tr>
<tr class="odd">
<td>10</td>
<td colspan="3"><em><strong>CONTINENTAL AIRLINES</strong></em></td>
<td>46</td>
<td>2,993,226</td>
<td><strong>1.54</strong></td>
<td></td>
<td>35</td>
<td>3,111,902</td>
<td><strong>1.12</strong></td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td colspan="3"></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="3"><strong>TOTAL</strong> **</td>
<td><strong>350</strong></td>
<td><strong>38,826,746</strong></td>
<td><strong>0.90</strong></td>
<td></td>
<td><strong>317</strong></td>
<td><strong>36,913,817</strong></td>
<td><strong>.86</strong></td>
<td></td>
</tr>
</tbody>
</table>

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

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

> \*\* Trans World Airlines (TWA) ceased operating December 2001.
> Effective January 2002, TWA is no longer ranked in this table. Totals
> for November 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.

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

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

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

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

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

[^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 November 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.

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

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

    ^\*\*^ American Eagle Airlines incorrectly reported to DOT its
    oversales data for the first quarter of calendar year 2001.
    Therefore, this report reflects a correction of the American Eagle
    2001 data.

    ^\*\*\*^ Trans World Airlines (TWA) ceased operating December 2001.
    Totals for January-September 2001 reflect the deletion of TWA's data
    for that 9-month period.

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

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

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

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

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