+-------------------------------+--------------------------------------+
| ![](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:** **NOVEMBER 2000**            |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays September 2000           |
|                           | >                                        |
|                           | > 12 Months Ending September 2000        |
|                           | >                                        |
|                           | > Mishandled Baggage September 2000      |
|                           | >                                        |
|                           | > January-September 2000                 |
|                           | >                                        |
|                           | > Oversales 2^nd^ Quarter 2000           |
|                           | >                                        |
|                           | > January-June 2000                      |
|                           | >                                        |
|                           | > Consumer Complaints September 2000     |
|                           | >                                        |
|                           | > (Includes Disability Complaints)       |
|                           | > January-September 2000                 |
+---------------------------+------------------------------------------+

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

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

**Section Page**

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

***Flight Delays***

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

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

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

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

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

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

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

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

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

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

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

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

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

**Table 6** \...\...\...\...\...\...\.....13

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

**Table 7** \...\...\...\...\...\...\.....14

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

**Table 8** \...\...\...\...\...\...\.....16

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

**Footnotes** \...\...\...\...\...\...\.....17

**Appendix** \...\...\...\...\...\...\.....18

**Section Page**

***Mishandled Baggage***

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

**Ranking\--Month** \...\...\...\...\...\..........20

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

***Oversales***

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

**Ranking\--2^nd^ Quarter** \...\...\...\...\...\..........23

**Ranking\--YTD** \...\...\...\...\...\..........24

***Consumer Complaints***

**Explanation** \...\...\...\...\...\..........25

**Complaint Tables 1-5 (Month)** \...\...\...\.....26

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

**Rankings, Table 6 (Month)** \...\...\...\.....31

**Complaint Tables 1-4 (YTD)** \...\...\...\.....32

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

**Rankings, Table 5 (YTD)** \...\...\...\.....38

**Complaint Categories** \...\...\...\.....39

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

**[INTRODUCTION]{.underline}**

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

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

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

NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA

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

![](media/image5.wmf)

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

This section provides information about airline on-time performance,
flight delays, and cancellations. It is based on data filed by airlines
each month with the Department of Transportation's Bureau of
Transportation Statistics (Office of Airline Information), as required
by 14 CFR Part 234 of DOT\'s regulations. It covers nonstop
scheduled-service flights between points within the United States
(including territories) by the largest U.S. air carriers, i.e., those
with at least one percent of total domestic scheduled-service passenger
revenues. These 10 airlines account for more than 90 percent of domestic
operating revenues.

The rule requires carriers to currently report on operations to and from
the 29 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
10 airlines have voluntarily provided data for their entire domestic
systems, and that information is included in this report.

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

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

As indicated above, a carrier may voluntarily file data for its entire
domestic system. Tables 2, 3, and 4 are limited to the 29 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 29 \"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/search.html*. Computer tapes containing
data for all reported flight operations are available for purchase from
the Transportation Systems Center in Cambridge, Massachusetts. The
Department cannot respond to inquiries about the performance of
individual flights.

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

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

SEPTEMBER 2000

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER \*

AT 29 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/

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

TRANS WORLD S/ 29 85.2 76 85.5

NORTHWEST S/ 29 81.3 114 81.8

SOUTHWEST S/ 14 81.0 57 81.7

CONTINENTAL S/ 28 78.5 79 79.5

DELTA S/ 29 77.4 111 78.1

AMERICAN S/ 29 77.6 93 78.1

ALASKA S/ 8 78.0 36 76.7

AMERICA WEST S/ 25 75.9 52 75.6

US AIRWAYS S/ 25 74.9 89 75.1

UNITED S/ 29 71.6 96 71.8

T O T A L 77.3 78.1

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.

\* U.S. Airlines with at least one percent of total domestic
scheduled-service passenger revenues. The list of carriers appearing on
this page is consistent with those carriers that appear in the
\"Mishandled Baggage,\" \"Oversales\" and \"Consumer Complaints\"
sections of the Air Travel Consumer Report.

> **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.

SEPTEMBER 2000

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 DATA BASE TO DATE

CARRIER 10-12 1999 01-03 2000 04-06 2000 07-09 2000 07 2000 08 2000 09
2000 09 2000 09 1987 - 09 2000

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

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

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

ALASKA 69.7 (9) 66.5 (9) 70.9 (7) 70.2 (8) 64.8 (8) 69.6 (7) 76.7 (7)
69.3 (8) 76.6 (9)

AMERICA WEST 69.2 (10) 64.7 (10) 66.6 (9) 66.4 (9) 64.4 (9) 59.5 (9)
75.6 (8) 66.7 (9) 78.8 (4)

AMERICAN 80.7 (3) 75.2 (6) 71.6 (6) 75.3 (6) 73.9 (6) 73.9 (6) 78.1 (6)
75.7 (6) 79.1 (3)

CONTINENTAL 79.8 (5) 77.7 (3) 76.9 (3) 79.1 (2) 80.1 (1) 77.7 (2) 79.5
(4) 78.4 (3) 78.3 (5)

DELTA 80.6 (4) 77.4 (4) 78.0 (2) 77.2 (5) 76.1 (4) 77.3 (3) 78.1 (5)
78.3 (4) 77.6 (8)

NORTHWEST 84.9 (2) 79.4 (2) 78.3 (1) 79.6 (1) 77.9 (3) 79.2 (1) 81.8 (2)
80.5 (1) 79.9 (2)

SOUTHWEST 79.8 (6) 76.0 (5) 75.6 (4) 78.8 (3) 78.5 (2) 76.2 (5) 81.7 (3)
77.5 (5) 82.8 (1)

TRANS WORLD 87.2 (1) 81.1 (1) 74.4 (5) 78.7 (4) 74.4 (5) 76.7 (4) 85.5
(1) 80.4 (2) 77.9 (7)

UNITED 79.5 (7) 70.8 (8) 56.8 (10) 51.6 (10) 41.7 (10) 42.7 (10) 71.8
(10) 64.6 (10) 75.5 (10)

US AIRWAYS 76.9 (8) 74.3 (7) 70.7 (8) 70.9 (7) 70.5 (7) 67.3 (8) 75.1
(9) 73.2 (7) 78.2 (6)

TOTAL 79.8 75.2 72.0 72.7 70.3 70.0 78.1 74.9 78.5

> SEPTEMBER 2000
>
> 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
>
> \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\--
>
> \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \#
> OF % ON
>
> CARRIER ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME
> ARR. TIME
>
> \-\-\-\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> AA 683 70.6 1429 72.1 327 80.4 209 82.8 89 78.7 929 80.0 729 81.9
>
> AS H/ H/ H/ H/ H/ H/ H/
>
> CO 553 70.5 711 73.6 280 83.9 132 78.8 H/ 602 82.2 357 81.8
>
> DL 18072 73.9 2141 74.5 376 83.2 260 78.5 5595 84.2 1302 75.0 594 80.5
>
> HP 142 67.6 206 67.0 176 65.9 H/ H/ 62 82.3 208 74.0
>
> NW 570 71.2 577 66.7 382 77.5 253 80.2 26 69.2 576 80.4 347 81.3
>
> TW 196 71.9 256 80.5 179 88.3 132 84.8 25 100.0 217 89.4 173 82.1
>
> UA 563 63.1 1224 71.0 357 69.7 167 72.5 169 70.4 431 71.5 8534 77.6
>
> US 607 64.1 2809 71.9 2403 80.5 9896 81.1 H/ 3041 82.6 300 80.0
>
> WN H/ H/ 3239 84.3 H/ H/ H/ H/
>
> TOTAL 21386 73.0 9353 72.4 7719 81.5 11049 80.9 5904 83.7 7160 80.2
> 11242 78.4
>
> ARRIVAL AIRPORT
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> DFW DTW EWR IAH JFK LAS LAX
>
> \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\--
>
> \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \#
> OF % ON
>
> CARRIER ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME
> ARR. TIME
>
> \-\-\-\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> AA 14092 85.8 440 76.8 872 72.8 561 80.9 1051 78.5 735 80.1 3558 76.7
>
> AS H/ H/ H/ H/ H/ 292 76.0 743 74.3
>
> CO 544 80.1 296 82.1 5817 77.7 8260 82.4 44 95.5 457 82.1 665 75.6
>
> DL 3658 84.1 325 78.2 1002 73.7 262 70.6 1045 78.2 810 86.9 1401 76.7
>
> HP 195 69.7 143 65.0 264 61.7 177 66.1 239 43.9 2535 75.3 756 70.1
>
> NW 418 82.8 9874 84.5 578 73.4 397 83.1 146 71.9 358 77.1 623 78.5
>
> TW 279 84.2 172 78.5 194 74.7 114 82.5 784 84.7 150 80.7 411 81.0
>
> UA 597 72.9 348 75.6 844 67.4 415 64.1 506 74.9 1148 72.6 5356 70.2
>
> US 330 77.0 347 74.1 460 72.8 330 75.2 H/ 245 75.9 524 72.9
>
> WN H/ 556 80.8 H/ 181 76.2 H/ 4562 82.2 3532 72.6
>
> TOTAL 20113 84.6 12501 83.0 10031 75.0 10697 80.7 3815 77.0 11292 79.4
> 17569 73.5

SEPTEMBER 2000

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 MIA MSP ORD PDX PHL

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

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

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

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

AA 1626 31.5 653 82.5 3129 75.3 516 76.7 8886 74.5 236 83.1 664 68.4

AS H/ H/ H/ H/ 30 93.3 1323 87.5 H/

CO 407 31.0 492 75.0 349 77.9 265 85.7 554 68.1 116 68.1 230 75.7

DL 2138 56.3 2591 78.9 447 77.2 352 81.0 773 73.4 593 87.0 667 74.2

HP H/ 60 75.0 60 76.7 117 60.7 206 56.3 202 80.2 147 66.0

NW 585 30.1 424 69.3 228 73.2 9499 86.6 776 76.5 180 80.6 461 66.6

TW 252 42.5 359 89.7 212 89.6 269 84.4 300 74.3 149 81.9 167 74.9

UA 890 39.2 577 74.4 510 62.9 588 74.0 11964 74.4 964 73.9 762 65.6

US 3099 44.9 1562 72.8 412 78.4 240 82.5 635 66.3 H/ 7023 72.0

WN H/ 1328 86.0 H/ H/ H/ 919 81.5 H/

TOTAL 8997 43.0 8046 78.6 5347 75.2 11846 85.0 24124 74.0 4682 82.0
10121 71.2

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 674 85.6 90 83.3 699 82.3 662 79.6 1276 73.0 180 76.1 427 78.0 449
76.4

AS 228 74.1 H/ 351 80.1 3621 75.9 503 74.4 H/ H/ H/

CO 341 83.6 80 90.0 262 82.8 324 74.7 496 77.0 90 65.6 103 80.6 388 78.4

DL 674 83.4 263 76.8 475 80.2 569 79.4 743 77.7 4457 85.4 234 67.9 929
78.7

HP 6525 82.5 H/ 353 73.7 209 65.1 322 60.6 180 73.3 59 64.4 60 65.0

NW 270 77.0 146 76.7 239 83.7 501 71.3 439 75.6 90 72.2 324 82.4 269
76.2

TW 175 80.6 163 89.0 123 87.8 177 73.4 236 74.6 89 74.2 9657 88.1 178
89.9

UA 1028 67.9 173 61.3 914 69.5 1427 67.7 6012 68.0 567 69.8 234 72.2 295
68.1

US 300 80.0 7933 79.8 240 79.2 270 77.4 443 72.9 H/ 270 73.7 1228 71.2

WN 5099 82.0 H/ 2283 82.1 1088 82.5 416 74.8 1048 81.4 2379 80.1 1366
82.8

TOTAL 15314 81.3 8848 79.6 5939 79.5 8848 75.3 10886 70.6 6701 82.3
13687 85.2 5162 77.3

SEPTEMBER 2000

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 IAH JFK LAS LAX LGA
MCO

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

600 - 659 AM 74.4 79.3 77.4 76.3 89.2 93.3 80.0 92.5 86.8 77.4 89.6 75.5
97.0 83.6 87.5 72.9

700 - 759 AM 90.6 83.5 94.2 90.3 86.1 92.4 92.5 93.8 92.1 85.9 94.1 87.6
93.9 92.4 90.4 94.2

800 - 859 AM 82.8 88.2 91.1 89.5 88.6 91.8 90.2 92.1 92.0 90.7 91.4 61.4
90.2 88.3 84.0 92.2

900 - 959 AM 80.6 85.7 95.2 85.2 89.8 90.6 85.9 89.8 84.6 92.5 88.4 J/
88.6 86.3 68.4 91.9

1000 - 1059 AM 84.9 78.7 91.5 81.0 90.9 90.0 85.4 87.4 87.9 90.7 87.3
89.0 83.1 77.2 53.2 87.0

1100 - 1159 AM 80.9 81.9 88.3 88.7 86.5 83.9 83.6 86.3 88.0 89.3 87.6 J/
83.3 77.0 52.2 84.8

1200 - 1259 PM 77.4 81.5 92.7 81.7 84.8 84.7 81.5 87.2 86.7 83.5 86.0
100.0 81.1 72.7 49.0 86.6

100 - 159 PM 71.7 80.1 87.2 88.3 89.6 84.8 80.1 85.5 83.6 84.3 88.5 83.1
83.1 71.8 51.3 83.1

200 - 259 PM 72.5 78.4 83.9 82.3 90.4 84.2 82.1 84.3 86.3 73.6 80.1 82.1
79.2 77.7 43.1 78.5

300 - 359 PM 70.8 71.9 79.5 76.1 81.4 76.1 82.0 84.8 83.1 71.4 82.6 84.4
75.3 72.7 32.8 85.0

400 - 459 PM 67.2 69.2 81.1 73.4 74.4 75.1 73.2 81.7 85.2 69.4 77.3 80.5
76.7 73.6 30.4 73.6

500 - 559 PM 61.8 61.4 82.0 77.0 81.4 75.1 77.4 82.5 79.4 65.4 73.9 70.1
73.0 75.9 34.3 71.9

600 - 659 PM 66.5 61.8 75.1 74.2 79.9 76.8 68.8 80.2 71.1 69.0 70.7 72.9
80.4 70.1 27.5 71.7

700 - 759 PM 60.1 60.0 65.6 74.1 78.0 71.7 66.9 82.1 76.9 65.1 73.3 70.2
80.6 66.4 24.1 67.4

800 - 859 PM 63.9 62.6 72.1 73.3 75.0 73.0 65.5 74.9 78.0 66.5 69.3 71.7
73.1 60.7 22.5 74.7

900 - 959 PM 57.9 63.3 73.8 75.7 78.6 67.6 63.8 80.4 78.5 67.7 74.5 79.0
70.9 59.1 33.9 79.3

1000 - 1059 PM 70.4 69.6 71.7 77.6 67.4 71.0 77.3 76.6 76.6 68.2 68.0
71.3 71.9 59.3 41.2 67.4

1100 - 559 AM 74.0 72.9 80.2 83.5 74.4 81.0 76.6 84.5 81.5 73.6 68.3
73.9 76.1 77.6 44.5 69.9

TOTAL, ALL ARRIVALS,

BY AIRPORT 73.0 72.4 81.5 80.9 83.7 80.2 78.4 84.6 83.0 75.0 80.7 77.0
79.4 73.5 43.0 78.6

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 82.4 94.5 88.4 85.7 92.4 90.7 85.3 J/ 88.6 91.9 J/ 91.1
78.6 87.2

700 - 759 AM 100.0 92.8 84.1 95.5 87.2 93.1 92.5 93.1 93.3 93.7 90.5
91.4 96.2 90.4

800 - 859 AM 96.7 92.5 82.7 90.4 78.0 87.6 80.4 90.4 80.1 91.5 93.0 89.3
86.7 88.0

900 - 959 AM 82.6 89.0 82.9 93.5 78.4 83.0 91.7 90.8 84.2 81.5 93.3 91.6
96.0 85.9

1000 - 1059 AM 84.9 84.5 78.0 88.7 91.9 89.4 84.5 90.7 79.6 70.3 87.0
87.1 86.4 83.3

1100 - 1159 AM 83.1 87.5 76.8 86.5 84.5 83.8 83.3 87.5 80.0 68.7 88.2
88.2 83.6 82.7

1200 - 1259 PM 78.0 90.5 79.9 87.0 76.8 85.6 66.3 85.7 75.8 66.1 83.6
88.4 84.5 80.7

100 - 159 PM 87.6 86.4 76.9 82.3 78.3 83.7 85.2 80.2 71.9 68.2 87.2 87.8
81.9 81.2

200 - 259 PM 78.1 80.2 71.0 82.3 75.1 80.4 85.5 71.4 73.6 68.7 77.3 85.6
83.9 77.7

300 - 359 PM 72.8 83.6 73.8 81.8 71.6 83.3 85.8 81.6 76.9 63.2 85.6 84.3
79.5 76.8

400 - 459 PM 78.3 84.2 69.9 81.3 69.3 80.6 78.0 76.4 72.1 68.9 78.5 80.6
82.3 74.2

500 - 559 PM 72.0 84.4 65.5 78.8 69.2 80.7 71.1 72.9 69.5 73.8 77.5 83.1
72.8 73.6

600 - 659 PM 72.3 85.4 65.3 80.3 60.7 78.9 75.9 77.1 70.5 68.5 73.2 80.3
67.5 70.4

700 - 759 PM 73.7 80.6 68.7 75.8 51.1 75.0 71.5 77.9 65.7 69.2 83.6 84.0
66.3 71.7

800 - 859 PM 62.6 78.4 64.0 73.3 53.4 71.3 72.9 69.2 66.0 66.5 82.9 81.7
68.6 67.0

900 - 959 PM 61.3 82.3 65.7 77.0 58.3 70.9 73.1 70.5 70.0 60.6 70.2 76.5
65.8 70.0

1000 - 1059 PM 66.9 77.1 65.8 75.6 65.4 73.9 70.3 73.9 77.1 65.0 64.5
72.9 69.3 68.8

1100 - 559 AM 72.8 72.4 81.4 79.1 75.8 68.9 79.4 75.6 80.3 67.9 66.4
80.9 70.2 75.0

TOTAL, ALL ARRIVALS,

BY AIRPORT 75.2 85.0 74.0 82.0 71.2 81.3 79.6 79.5 75.3 70.6 82.3 85.2
77.3 77.3

SEPTEMBER 2000

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 IAH JFK LAS LAX
LGA MCO

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

600 - 659 AM 91.7 93.6 96.7 93.5 94.4 96.2 91.4 93.6 86.2 94.8 93.1 86.5
92.1 93.2 90.7 95.2

700 - 759 AM 88.5 89.4 94.5 93.4 92.0 93.6 94.0 92.5 87.7 91.7 93.5 87.2
94.1 91.0 90.4 92.7

800 - 859 AM 88.7 90.9 90.9 90.8 86.9 93.7 89.2 90.3 88.8 86.8 93.3 92.0
90.5 85.2 89.0 93.2

900 - 959 AM 80.9 90.1 93.4 90.8 89.0 92.9 85.7 88.4 86.0 90.7 90.7 89.7
82.3 85.7 88.3 93.4

1000 - 1059 AM 84.6 93.5 90.4 88.9 91.6 92.6 82.2 87.3 82.9 89.3 90.0
91.5 80.0 77.9 81.5 89.1

1100 - 1159 AM 82.1 88.5 87.7 85.8 88.0 94.9 83.9 81.6 84.3 86.8 88.2
92.1 80.4 76.9 69.3 88.8

1200 - 1259 PM 83.1 86.7 86.2 88.8 88.3 93.0 80.6 85.2 86.5 88.4 89.2
79.1 79.1 77.8 69.2 84.8

100 - 159 PM 79.3 84.6 87.7 83.7 85.8 90.5 76.9 82.4 80.2 84.6 87.4 84.6
78.0 71.9 71.7 83.4

200 - 259 PM 75.1 87.1 83.3 76.6 84.3 89.1 77.9 79.4 82.7 86.3 85.3 93.3
73.5 73.6 65.8 85.4

300 - 359 PM 75.7 80.8 75.9 76.4 89.5 87.4 78.8 81.6 76.6 77.6 77.3 85.4
77.1 78.9 58.1 77.2

400 - 459 PM 65.0 78.3 78.4 73.6 83.9 79.7 77.2 76.9 75.4 71.5 82.0 80.2
71.6 73.2 47.2 77.7

500 - 559 PM 66.4 70.9 73.7 73.7 72.9 84.1 70.1 79.4 78.9 70.4 75.2 80.5
70.1 72.9 45.8 73.9

600 - 659 PM 63.6 65.3 74.5 75.6 76.9 80.3 75.5 81.8 72.5 67.8 75.7 66.7
77.2 73.9 44.7 79.7

700 - 759 PM 68.0 66.3 71.0 74.0 80.9 83.9 71.4 79.7 69.3 66.8 73.0 78.8
72.5 73.9 38.1 77.2

800 - 859 PM 67.8 68.5 63.2 82.3 80.2 83.9 65.9 83.2 79.9 68.6 79.7 72.7
67.8 68.6 39.6 74.7

900 - 959 PM 72.3 74.1 68.2 76.9 84.4 86.6 75.5 81.9 73.0 65.2 77.9 79.7
70.1 66.3 45.8 81.4

1000 - 1059 PM 69.9 91.7 40.0 82.2 87.7 J/ 51.5 86.8 75.9 70.8 92.0 93.3
78.1 77.5 79.2 91.4

1100 - 559 AM 71.9 96.4 93.1 80.0 J/ J/ 90.0 95.0 86.2 88.9 J/ 83.3 80.3
86.4 96.0 J/

TOTAL, ALL DEPARTURES,

BY AIRPORT 76.7 82.8 82.9 82.8 85.4 89.0 79.5 84.5 80.2 81.6 84.1 83.5
79.2 78.9 66.5 84.5

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 91.4 90.6 90.7 92.4 93.3 92.6 94.1 96.1 92.5 93.5 95.5 94.5
93.8 92.7

700 - 759 AM 87.7 88.0 89.9 91.6 88.6 87.5 89.6 94.6 88.2 89.8 95.3 93.0
94.5 90.9

800 - 859 AM 89.6 90.2 84.9 89.4 88.2 89.0 88.3 90.0 87.8 90.4 90.8 92.0
87.1 89.1

900 - 959 AM 91.8 89.5 83.4 83.8 83.5 79.9 85.8 92.7 83.2 89.2 86.8 92.5
88.3 87.2

1000 - 1059 AM 94.5 90.7 82.2 88.1 85.2 80.0 92.8 87.3 86.7 82.1 89.5
89.0 91.5 85.6

1100 - 1159 AM 83.3 86.7 77.8 85.2 90.5 80.8 84.3 82.2 80.5 72.8 91.0
85.9 86.5 83.3

1200 - 1259 PM 83.2 87.8 78.6 87.8 87.2 79.2 88.1 83.7 80.4 70.5 81.3
88.5 87.0 83.0

100 - 159 PM 77.0 85.5 79.2 85.3 79.3 82.3 82.6 82.7 77.1 76.7 85.7 84.5
83.1 81.1

200 - 259 PM 84.1 80.8 70.2 82.1 78.9 72.3 84.7 70.7 71.4 73.3 90.2 85.2
77.7 79.3

300 - 359 PM 70.8 77.6 70.3 84.1 73.3 73.6 83.0 79.2 75.8 73.1 78.9 81.9
86.8 77.0

400 - 459 PM 69.2 80.5 69.4 76.5 78.0 78.5 81.6 76.6 77.8 68.1 83.6 78.4
73.9 74.7

500 - 559 PM 73.7 81.7 66.8 83.3 68.4 77.8 75.6 67.7 75.3 70.0 86.8 80.2
74.1 73.3

600 - 659 PM 81.0 83.5 68.1 80.8 65.7 74.9 82.0 73.4 69.5 72.7 72.0 82.7
71.9 73.9

700 - 759 PM 77.4 84.5 65.5 77.5 62.1 73.3 90.0 72.3 67.8 69.3 80.2 80.5
71.8 71.0

800 - 859 PM 72.1 80.9 70.7 79.8 65.0 69.6 75.8 71.5 71.2 64.2 83.2 82.3
67.8 74.2

900 - 959 PM J/ 73.3 67.3 67.8 63.8 76.3 69.9 79.2 80.6 75.1 83.8 82.4
72.6 73.3

1000 - 1059 PM J/ 80.1 75.8 93.3 J/ 78.0 81.8 93.9 84.0 79.5 87.2 81.3
78.6 80.3

1100 - 559 AM 87.5 78.0 83.3 93.3 78.6 93.1 86.2 94.8 90.7 87.5 93.1
73.2 96.3 83.1

TOTAL, ALL DEPARTURES,

BY AIRPORT 80.8 84.3 76.2 85.7 76.9 79.8 82.9 83.6 80.9 79.0 86.6 85.3
82.9 80.9

> SEPTEMBER 2000
>
> 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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> US 766 GSP-LGA 1846 23 100.00 80 66
>
> US 1876 CLT-LGA 1850 23 100.00 75 69
>
> US 1107 RDU-LGA 1848 23 100.00 64 62
>
> US 1639 SDF-LGA 1920 25 100.00 70 65
>
> US 407 CMH-LGA 1650 25 100.00 67 46
>
> US 464 ORF-LGA 1815 25 100.00 63 67
>
> US 356 PIT-LGA 1610 30 100.00 72 49
>
> AA 354 ORD-LGA 1700 29 96.55 79 68
>
> US 2655 RSW-LGA 1515 27 96.30 77 69
>
> US 938 CLT-LGA 1530 27 96.30 58 46
>
> US 277 IND-LGA 1824 25 96.00 81 82
>
> US 739 ORF-LGA 1430 25 96.00 74 54
>
> UA 674 ORD-LGA 1800 25 96.00 63 49
>
> US 1525 LGA-RDU 1630 25 96.00 61 52
>
> UA 1242 IAD-LGA 1830 21 95.24 59 63
>
> AA 362 ORD-LGA 1500 30 93.33 81 71
>
> AA 1886 MIA-LGA 1645 30 93.33 73 61
>
> US 798 PIT-LGA 1739 30 93.33 73 67
>
> US 1048 PIT-LGA 1410 30 93.33 72 42
>
> CO 1970 IAH-LGA 1328 30 93.33 66 45
>
> US 1029 BUF-LGA 1630 30 93.33 64 59
>
> NW 508 MSP-LGA 1310 30 93.33 50 48
>
> US 2665 TPA-LGA 1715 27 92.59 66 61
>
> US 2695 PBI-LGA 1255 27 92.59 56 43
>
> AA 357 LGA-ORD 2000 26 92.31 79 52
>
> NW 280 DTW-LGA 1905 25 92.00 77 76
>
> UA 1565 LGA-IAD 1930 25 92.00 63 47
>
> US 766 LGA-ROC 2120 25 92.00 63 53
>
> AA 738 DFW-LGA 1440 25 92.00 62 45
>
> US 316 LGA-RDU 2055 25 92.00 62 56
>
> AA 350 ORD-LGA 1800 25 92.00 58 52
>
> US 436 CLT-LGA 1510 25 92.00 52 36
>
> AA 361 LGA-ORD 2100 24 91.67 75 71
>
> US 1812 LGA-GSO 2055 23 91.30 71 62
>
> TW 306 STL-LGA 1130 20 90.00 42 38
>
> US 2702 FLL-LGA 1745 30 90.00 74 74
>
> AA 358 ORD-LGA 1600 30 90.00 70 58
>
> US 1812 BUF-LGA 1905 30 90.00 60 63
>
> AA 1436 HOU-LGA 1335 30 90.00 57 50
>
> NW 520 DTW-LGA 1500 30 90.00 54 54
>
> UA 680 ORD-LGA 1500 29 89.66 63 50
>
> US 472 ROC-LGA 1915 29 89.66 50 52
>
> US 2726 LGA-FLL 2005 27 88.89 67 68
>
> US 806 CLT-LGA 1900 27 88.89 63 66
>
> US 236 CLT-LGA 1700 27 88.89 56 40
>
> SEPTEMBER 2000
>
> 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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> UA 671 LGA-ORD 1900 26 88.46 55 44
>
> CO 1910 CLE-LGA 1440 26 88.46 49 39
>
> US 990 GSO-LGA 1850 25 88.00 75 74
>
> US 1470 LGA-IND 1625 25 88.00 63 69
>
> AA 752 DFW-LGA 1645 25 88.00 53 54
>
> US 366 RDU-LGA 1500 25 88.00 43 39
>
> US 947 ROC-LGA 1409 25 88.00 40 31
>
> US 949 CLT-LGA 1450 23 86.96 44 46
>
> US 1689 PHL-LGA 2115 23 86.96 37 28
>
> US 2984 JAX-LGA 1710 30 86.67 66 64
>
> NW 515 LGA-MSP 1740 30 86.67 63 51
>
> US 2660 MCO-LGA 1645 30 86.67 62 66
>
> US 2997 LGA-TPA 2120 30 86.67 62 61
>
> US 2996 LGA-TPA 1840 30 86.67 60 54
>
> US 2667 LGA-MCO 2029 30 86.67 57 47
>
> US 535 MSY-LGA 1148 30 86.67 55 43
>
> UA 1020 IAD-LGA 1730 30 86.67 54 54
>
> DL 492 MCO-LGA 1725 30 86.67 49 44
>
> US 2980 TPA-LGA 1420 30 86.67 48 43
>
> AA 349 LGA-ORD 1800 29 86.21 53 44
>
> DL 742 ATL-LGA 1900 29 86.21 51 40
>
> DL 1188 ATL-LGA 1630 28 85.71 66 52
>
> US 443 LGA-CLT 1745 27 85.19 54 25
>
> DL 615 LGA-ATL 1100 26 84.62 36 28
>
> AA 353 LGA-ORD 1900 25 84.00 75 65
>
> AA 940 MIA-LGA 1524 25 84.00 59 48
>
> AA 1577 LGA-MIA 2100 25 84.00 57 38
>
> US 1462 LGA-GSP 1558 25 84.00 54 56
>
> US 708 IND-LGA 1317 25 84.00 53 39
>
> US 274 LGA-SDF 1614 25 84.00 52 38
>
> US 2152 RIC-LGA 1657 25 84.00 47 32
>
> US 472 LGA-RIC 2102 25 84.00 46 40
>
> CO 1832 IAH-LGA 1425 24 83.33 76 65
>
> CO 1959 LGA-IAH 1759 24 83.33 71 59
>
> CO 1904 CLE-LGA 1550 24 83.33 64 56
>
> UA 673 LGA-ORD 1800 24 83.33 59 36
>
> AA 341 LGA-ORD 1600 30 83.33 77 43
>
> NW 70 DTW-LGA 1710 30 83.33 75 72
>
> CO 1976 IAH-LGA 1600 30 83.33 68 53
>
> AA 370 ORD-LGA 1300 30 83.33 62 46
>
> UA 676 ORD-LGA 1700 30 83.33 61 45
>
> AA 860 MIA-LGA 1727 30 83.33 56 59
>
> NW 537 LGA-DTW 1955 30 83.33 53 37
>
> CO 133 EWR-LAX 1755 30 83.33 52 40
>
> AA 736 DFW-LGA 1406 30 83.33 49 47
>
> SEPTEMBER 2000
>
> 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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> US 2619 PBI-LGA 1840 30 83.33 49 53
>
> US 2625 MCO-LGA 1247 30 83.33 47 43
>
> US 2621 LGA-MCO 1630 30 83.33 45 32
>
> AA 772 DFW-LGA 1855 30 83.33 36 31
>
> NW 718 MSP-LGA 0725 30 83.33 35 27
>
> US 1190 LGA-PIT 1945 29 82.76 59 56
>
> DL 635 LGA-ATL 1900 29 82.76 53 43
>
> UA 1716 IAD-LGA 1530 29 82.76 51 46
>
> US 300 LGA-PIT 1830 23 82.61 60 50
>
> US 960 LGA-CLT 1715 23 82.61 51 42
>
> NW 269 LGA-DTW 1233 17 82.35 37 28
>
> DL 643 LGA-ATL 2100 28 82.14 49 37
>
> UA 694 ORD-LGA 0800 28 82.14 33 34
>
> US 2691 LGA-MCO 1335 27 81.48 53 30
>
> US 2693 LGA-PBI 1600 27 81.48 50 43
>
> US 635 LGA-PIT 1820 27 81.48 47 32
>
> US 2692 MCO-LGA 1950 27 81.48 46 34
>
> US 816 LGA-BUF 1435 27 81.48 39 34
>
> UA 1281 LGA-IAD 1730 21 80.95 38 46
>
> CO 1906 CLE-LGA 1740 26 80.77 65 78
>
> UA 682 ORD-LGA 1400 25 80.00 74 58
>
> UA 678 ORD-LGA 1600 25 80.00 57 55
>
> AA 791 LGA-DFW 1859 25 80.00 45 43
>
> NW 109 LGA-MSP 1910 25 80.00 41 30
>
> UA 1983 LGA-MIA 1950 25 80.00 41 38
>
> US 1676 LGA-CMH 1425 25 80.00 38 31
>
> AA 762 DFW-LGA 1849 25 80.00 37 40
>
> US 947 LGA-ORF 1559 25 80.00 35 35
>
> US 248 BUF-LGA 1320 25 80.00 33 34
>
> AA 1737 LGA-MIA 1929 30 80.00 61 39
>
> US 1155 CLT-LGA 1330 30 80.00 59 42
>
> AA 742 DFW-LGA 1550 30 80.00 57 55
>
> DL 648 ATL-LGA 1730 30 80.00 51 47
>
> DL 792 FLL-LGA 1605 30 80.00 49 36
>
> US 2703 LGA-FLL 1510 30 80.00 49 40
>
> AA 346 ORD-LGA 1900 30 80.00 46 22
>
> AA 1169 JFK-SJU 2015 30 80.00 40 30
>
> AA 374 ORD-LGA 1200 30 80.00 36 31
>
> US 2986 JAX-LGA 1210 30 80.00 36 22
>
> SEPTEMBER 2000
>
> 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
>
> \-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-- \-\-\-\-\-\-\-\-\--
>
> US AIRWAYS 2131 91 4.3
>
> AMERICAN 2075 51 2.5
>
> UNITED 2151 29 1.3
>
> NORTHWEST 1561 21 1.3
>
> CONTINENTAL 1119 14 1.3
>
> DELTA 2506 27 1.1
>
> TRANS WORLD 749 4 0.5
>
> ALASKA 429 2 0.5
>
> AMERICA WEST 613 1 0.2
>
> SOUTHWEST 2646 3 0.1
>
> TOTAL 15,980 243 1.5
>
> SEPTEMBER 2000
>
> 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.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> AKRON/CANTON, OH. (CAK) 77.6 94.1 85 85 ERIE, PA. (ERI) 83.3 93.3 120
> 120
>
> ALBANY, N.Y. (ALB) 76.6 85.6 1,234 1,234 EUGENE, OR. (EUG) 76.4 82.8
> 174 174
>
> ALBUQUERQUE, N.M. (ABQ) 79.9 84.4 3,018 3,020 FAIRBANKS, AK. (FAI)
> 76.9 85.1 442 444
>
> ALLENTOWN, PA. (ABE) 81.1 85.7 545 546 FARGO, N.D. (FAR) 81.9 89.3 149
> 149
>
> AMARILLO, TX. (AMA) 75.8 87.6 388 388 FAYETTEVILLE, N.C. (FAY) 89.2
> 92.5 120 120
>
> ANCHORAGE, AK. (ANC) 67.4 79.1 1,891 1,896 FLINT, MI. (FNT) 77.3 93.3
> 119 119
>
> ASHEVILLE, N.C. (AVL) 87.0 95.9 123 123 FRESNO, CA. (FAT) 76.7 86.7 30
> 30
>
> ATLANTA, GA. (ATL) 73.0 76.7 21,386 21,378 FT. LAUDERDALE, FL. (FLL)
> 77.7 82.1 4,055 4,057
>
> AUGUSTA, GA. (AGS) 80.5 87.4 87 87 FT. MYERS, FL. (RSW) 75.5 83.1
> 1,061 1,060
>
> AUSTIN, TX. (AUS) 80.8 86.5 3,517 3,545 FT. WAYNE, IN. (FWA) 90.0 93.3
> 30 30
>
> BALTIMORE, MD. (BWI) 81.5 82.9 7,719 7,715 GRAND FORKS, N.D. (GFK)
> 80.0 90.7 85 86
>
> BARROW, AK. (BRW) 84.9 83.7 86 86 GRAND RAPIDS, MI. (GRR) 78.3 86.9
> 636 636
>
> BATON ROUGE, LA. (BTR) 87.1 86.8 341 341 GREAT FALLS, MT. (GTF) 82.4
> 89.5 210 210
>
> BETHEL, AK. (BET) 76.7 76.7 86 86 GREEN BAY, WI. (GRB) 82.4 93.6 205
> 204
>
> BILLINGS, MT. (BIL) 75.8 87.5 240 240 GREENBRIER, W.V. (LWB) 61.5 69.2
> 13 13
>
> BINGHAMTON, N.Y. (BGM) 78.3 88.3 60 60 GREENSBORO/HIGH PT., N.C. (GSO)
> 75.9 82.4 1,280 1,283
>
> BIRMINGHAM, AL. (BHM) 84.4 86.6 1,569 1,567 GREENVILLE/SPARTBG., S.C.
> (GSP) 75.8 77.9 557 560
>
> BISMARCK, N.D. (BIS) 87.7 96.5 114 115 GULFPORT/BILOXI, MS. (GPT) 88.2
> 94.1 85 85
>
> BOISE, ID. (BOI) 75.1 82.5 1,064 1,066 GUSTAVUS, AK. (GST) 77.8 77.8 9
> 9
>
> BOSTON, MA. (BOS) 72.4 82.8 9,353 9,355 HARLINGEN, TX. (HRL) 79.1 84.9
> 344 344
>
> BOZEMAN, MT. (BZN) 80.5 94.7 149 150 HARRISBURG, PA. (MDT) 77.5 88.2
> 587 587
>
> BRISTOL, TN. (TRI) 81.1 88.9 90 90 HARTFORD, CT./SPGFLD, MA. (BDL)
> 80.1 87.1 3,052 3,050
>
> BUFFALO, N.Y. (BUF) 73.2 81.4 1,569 1,565 HELENA, MT. (HLN) 84.4 91.1
> 90 90
>
> BURBANK, CA. (BUR) 77.2 81.5 2,292 2,292 HONOLULU, OAHU, HI. (HNL)
> 78.0 89.2 939 939
>
> BURLINGTON, VT. (BTV) 65.0 78.0 214 214 HOUSTON, TX. (HOU) 81.0 77.6
> 4,511 4,513
>
> CEDAR RAPIDS/IOWA CTY,IA. (CID) 80.0 89.9 365 365 HOUSTON, TX. (IAH)
> 80.7 84.1 10,697 10,700
>
> CHARLESTON, S.C. (CHS) 78.0 82.4 601 602 HUNTSVILLE/DECATUR, AL. (HSV)
> 76.1 86.4 464 464
>
> CHARLESTON, W.V. (CRW) 78.9 85.6 90 90 INDIANAPOLIS, IN. (IND) 78.0
> 84.8 2,960 2,961
>
> CHARLOTTE, N.C. (CLT) 80.9 82.8 11,049 11,049 INDIO/PALM SPRINGS, CA.
> (PSP) 77.6 82.2 174 174
>
> CHATTANOOGA, TN. (CHA) 82.2 92.2 90 90 ISLIP/LONG IS., N.Y. (ISP) 89.0
> 90.2 833 833
>
> CHICAGO, IL. (MDW) 82.5 78.6 4,223 4,224 ITHACA, N.Y. (ITH) 86.7 91.7
> 120 120
>
> CHICAGO, IL. (ORD) 74.0 76.2 24,124 24,104 JACKSON/VICKSBURG, MS.
> (JAN) 84.2 88.3 721 728
>
> CINCINNATI, OH. (CVG) 83.7 85.4 5,904 5,899 JACKSON, WY. (JAC) 72.2
> 90.7 97 97
>
> CLEVELAND, OH. (CLE) 80.1 85.2 4,363 4,372 JACKSONVILLE, FL. (JAX)
> 78.2 83.1 2,045 2,045
>
> COLORADO SPRINGS, CO. (COS) 77.6 88.4 952 956 JUNEAU, AK. (JNU) 74.0
> 78.0 408 409
>
> COLUMBIA, S.C. (CAE) 82.6 82.8 408 408 KAHULUI, MAUI, HI. (OGG) 81.4
> 90.0 279 279
>
> COLUMBUS, OH. (CMH) 79.2 86.0 2,986 2,983 KALAMAZOO, MI. (AZO) 78.1
> 93.9 32 33
>
> CORDOVA, AK. (CDV) 61.7 80.0 60 60 KALISPELL, MT. (FCA) 81.2 90.7 149
> 150
>
> CORPUS CHRISTI, TX. (CRP) 73.7 85.8 247 247 KANSAS CITY, MO. (MCI)
> 81.0 86.7 5,052 5,055
>
> DALLAS/FT. WORTH, TX. (DAL) 81.0 77.4 4,023 4,019 KETCHIKAN, AK. (KTN)
> 79.3 82.0 227 228
>
> DALLAS/FT. WORTH, TX. (DFW) 84.6 84.5 20,113 20,112 KING SALMON, AK.
> (AKN) 85.3 82.4 34 34
>
> DAYTON, OH. (DAY) 75.5 86.4 894 895 KNOXVILLE, TN. (TYS) 80.9 86.1 607
> 604
>
> DAYTONA BEACH, FL. (DAB) 80.7 86.0 150 150 KODIAK, AK. (ADQ) 73.3 70.0
> 60 60
>
> DEADHORSE, AK. (SCC) 70.0 73.3 30 30 KONA, HAWAII., HI. (KOA) 80.8
> 89.2 120 120
>
> DENVER, CO. (DEN) 78.4 79.5 11,242 11,233 KOTZEBUE, AK. (OTZ) 74.0
> 63.0 73 73
>
> DES MOINES, IA. (DSM) 82.4 89.2 563 565 LA CROSSE, WI. (LSE) 76.0 96.2
> 25 26
>
> DETROIT, MI. (DTW) 83.0 80.2 12,501 12,500 LANSING, MI. (LAN) 81.8
> 94.1 220 220
>
> DILLINGHAM, AK. (DLG) 82.4 76.5 34 34 LAS VEGAS, NV. (LAS) 79.4 79.2
> 11,292 11,286
>
> DULUTH, MN. (DLH) 82.1 86.9 84 84 LEXINGTON/FRKFT, KY. (LEX) 76.5 87.0
> 293 292
>
> DUTCH HARBOR, AK. (DUT) 65.0 61.7 60 60 LIHUE, KAUAI, HI. (LIH) 89.7
> 97.4 39 39
>
> EL PASO, TX. (ELP) 81.1 86.8 1,933 1,936 LINCOLN, NE. (LNK) 75.4 84.5
> 232 232
>
> ELMIRA, N.Y. (ELM) 84.0 94.1 119 119 LITTLE ROCK, AR. (LIT) 82.8 87.1
> 1,113 1,113
>
> SEPTEMBER 2000
>
> 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.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> LONG BEACH, CA. (LGB) 81.5 90.0 270 271 SACRAMENTO, CA. (SMF) 79.7
> 81.8 3,275 3,275
>
> LOS ANGELES, CA. (LAX) 73.5 78.9 17,569 17,568 SAGINAW, MI. (MBS) 80.4
> 90.9 341 340
>
> LOUISVILLE, KY. (SDF) 81.8 87.6 1,806 1,801 SALT LAKE CITY, UT. (SLC)
> 82.3 86.6 6,701 6,696
>
> LUBBOCK, TX. (LBB) 79.8 85.0 466 466 SAN ANTONIO, TX. (SAT) 81.8 87.9
> 3,187 3,185
>
> MADISON, WI. (MSN) 76.1 87.0 284 284 SAN DIEGO, CA. (SAN) 79.5 83.6
> 5,939 5,962
>
> MANCHESTER, N.H. (MHT) 79.7 83.4 1,128 1,129 SAN FRANCISCO, CA. (OAK)
> 80.6 79.0 4,776 4,775
>
> MEDFORD, OR. (MFR) 80.8 75.2 125 125 SAN FRANCISCO, CA. (SFO) 70.6
> 79.0 10,886 10,886
>
> MELBOURNE, FL. (MLB) 75.0 80.2 116 116 SAN JOSE, CA. (SJC) 78.7 81.6
> 5,756 5,754
>
> MEMPHIS, TN. (MEM) 87.4 87.2 4,554 4,548 SAN JUAN, P.R. (SJU) 80.8
> 87.9 1,836 1,834
>
> MIAMI, FL. (MIA) 75.2 80.8 5,347 5,350 SANTA BARBARA, CA. (SBA) 74.8
> 74.5 159 161
>
> MIDLAND/ODESSA, TX. (MAF) 78.9 88.9 431 433 SARASOTA/BRAD., FL. (SRQ)
> 74.1 86.3 336 336
>
> MILWAUKEE, WI. (MKE) 78.1 88.9 1,249 1,248 SAVANNAH, GA. (SAV) 79.8
> 80.2 445 445
>
> MINNEAPLS/ST.P, MN. (MSP) 85.0 84.3 11,846 11,836
> SCRANTON/WILKES-BARRE,PA. (AVP) 63.3 86.7 120 120
>
> MINOT, N.D. (MIB) 84.6 91.0 78 78 SEATTLE, WA. (SEA) 75.3 80.9 8,848
> 8,844
>
> MINOT, N.D. (MOT) 100.0 100.0 11 12 SHREVEPORT, LA. (SHV) 80.6 86.4
> 242 243
>
> MISSION/MCALLEN, TX. (MFE) 87.1 93.1 287 288 SIOUX CITY, IA. (SUX)
> 88.9 90.9 54 55
>
> MISSOULA, MT. (MSO) 87.3 92.7 150 150 SIOUX FALLS, S.D. (FSD) 86.2
> 94.3 261 262
>
> MOBILE,AL./PASCAGOULA,MS. (MOB) 76.9 77.4 347 349 SITKA, AK. (SIT)
> 77.0 86.9 122 122
>
> MOLINE, IL. (MLI) 86.5 93.0 170 171 SOUTH BEND, IN. (SBN) 76.0 85.2
> 150 149
>
> MONROE, LA. (MLU) 79.0 86.9 176 176 SPOKANE, WA. (GEG) 79.8 87.0 1,080
> 1,081
>
> MONTGOMERY, AL. (MGM) 73.0 80.9 89 89 SPRINGFIELD, MO. (SGF) 86.1 92.2
> 165 166
>
> MYRTLE BEACH, S.C. (MYR) 78.8 87.5 255 255 ST. CROIX, V.I. (STX) 83.3
> 91.7 60 60
>
> NASHVILLE, TN. (BNA) 83.8 86.4 4,771 4,770 ST. LOUIS, MO. (STL) 85.2
> 85.3 13,687 13,676
>
> NEW ORLEANS, LA. (MSY) 81.5 87.1 4,273 4,272 ST. THOMAS, V.I. (STT)
> 83.5 94.0 164 166
>
> NEW YORK, N.Y. (JFK) 77.0 83.5 3,815 3,811 SYRACUSE, N.Y. (SYR) 77.0
> 88.9 927 927
>
> NEW YORK, N.Y. (LGA) 43.0 66.5 8,997 9,001 TALLAHASSEE, FL. (TLH) 79.3
> 75.8 179 178
>
> NEWARK, N.J. (EWR) 75.0 81.6 10,031 10,027 TAMPA, FL. (TPA) 77.3 82.9
> 5,162 5,165
>
> NEWBURGH, N.Y. (SWF) 77.5 83.3 120 120 TOLEDO, OH. (TOL) 81.7 95.0 60
> 60
>
> NOME, AK. (OME) 53.2 59.7 77 77 TRAVERSE CITY, MI. (TVC) 75.0 86.9 60
> 61
>
> NORFOLK/VA. BEACH, VA. (ORF) 76.6 85.2 1,306 1,306 TUCSON, AZ. (TUS)
> 77.2 83.9 1,542 1,543
>
> OKLAHOMA CITY, OK. (OKC) 80.5 87.7 1,581 1,583 TULSA, OK. (TUL) 82.3
> 86.8 1,626 1,625
>
> OMAHA, NE. (OMA) 80.2 86.8 1,444 1,443 VALPARAISO, FL. (VPS) 87.5 92.5
> 120 120
>
> ONTARIO, CA. (ONT) 80.9 84.7 3,000 2,974 WASHINGTON, D.C. (DCA) 80.2
> 89.0 7,160 7,168
>
> ORANGE COUNTY, CA. (SNA) 79.8 84.9 3,470 3,477 WASHINGTON, D.C. (IAD)
> 76.5 77.5 4,749 4,754
>
> ORLANDO, FL. (MCO) 78.6 84.5 8,046 8,045 WEST PALM BEACH, FL. (PBI)
> 74.2 81.0 1,722 1,720
>
> PASCO, WA. (PSC) 92.4 94.1 118 118 WHITE PLAINS, N.Y. (HPN) 70.1 76.3
> 405 405
>
> PENSACOLA, FL. (PNS) 78.5 81.7 466 464 WICHITA, KS. (ICT) 82.1 91.4
> 575 573
>
> PEORIA, IL. (PIA) 1 WILMINGTON, N.C. (ILM) 68.9 90.0 180 180
>
> PETERSBURG, AK. (PSG) 66.7 70.0 60 60 WRANGELL, AK. (WRG) 66.7 76.7 60
> 60
>
> PHILADELPHIA, PA. (PHL) 71.2 76.9 10,121 10,122 YAKUTAT, AK. (YAK)
> 66.7 61.7 60 60
>
> PHOENIX, AZ. (PHX) 81.3 79.8 15,314 15,314
>
> PITTSBURGH, PA. (PIT) 79.6 82.9 8,848 8,846
>
> PORTLAND, ME. (PWM) 75.5 84.0 563 562
>
> PORTLAND, OR. (PDX) 82.0 85.7 4,682 4,683
>
> PROVIDENCE, R.I. (PVD) 79.8 86.5 2,226 2,225
>
> RALEIGH/DURHAM, N.C. (RDU) 78.7 85.9 2,877 2,880
>
> RAPID CITY, S.D. (RAP) 89.3 96.7 122 122
>
> RENO, NV. (RNO) 81.0 82.2 2,204 2,204
>
> RICHMOND, VA. (RIC) 76.6 82.1 1,433 1,433
>
> ROANOKE, VA. (ROA) 87.8 92.8 180 180
>
> ROCHESTER, MN. (RST) 80.0 89.6 200 202
>
> ROCHESTER, N.Y. (ROC) 71.0 81.1 1,124 1,123

SEPTEMBER 2000

AIR TRAVEL CONSUMER REPORT

TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS

BY CARRIER

AT 29 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

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

UNITED S/ 29 47551 1903 4.0 96 62268 2420 3.9

ALASKA S/ 8 7085 232 3.3 36 12735 440 3.5

DELTA S/ 29 52729 1539 2.9 111 73696 2008 2.7

AMERICAN S/ 29 45869 1275 2.8 94 60667 1519 2.5

US AIRWAYS S/ 25 44942 1140 2.5 89 62677 1522 2.4

AMERICA WEST S/ 25 13605 286 2.1 52 17870 393 2.2

NORTHWEST S/ 29 29550 715 2.4 114 44790 978 2.2

CONTINENTAL S/ 28 23208 324 1.4 79 31366 434 1.4

TRANS WORLD S/ 29 15804 141 0.9 76 21533 185 0.9

SOUTHWEST S/ 14 27988 209 0.7 57 75495 466 0.6

T O T A L 308,331 7,764 2.5 463,097 10,365 2.2

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

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

**B** See Appendix for list of 29 airports for which data must be
reported. Data include all reported domestic flight operations to the 29
reportable airports (e.g., Albany to Atlanta, Toledo to Boston).

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

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

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

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

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

**H** Carrier did not serve airport.

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

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

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

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

**V** Carrier reported data voluntarily.

**[APPENDIX]{.underline}**

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

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

***SEPTEMBER***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            | **  |        |       |   | **S  |        |       |
|   |            | SEP |        |       |   | EPTE |        |       |
|   |            | TEM |        |       |   | MBER |        |       |
|   |            | BER |        |       |   | 19   |        |       |
|   |            | 200 |        |       |   | 99** |        |       |
|   |            | 0** |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| # | #####      | *   | **EN   | *     |   | **T  | **EN   | *     |
| # | ## AIRLINE | *TO | PLANED | *REPO |   | OTAL | PLANED | *REPO |
| # |            | TAL | PASSEN | RTS** |   | BAG  | PASSEN | RTS** |
| # |            | B   | GERS** |       |   | GAGE | GERS** |       |
| # |            | AGG |        | **PER |   | R    |        | **PER |
| # |            | AGE |        | 1,000 |   | EPOR |        | 1,000 |
| # |            | REP |        | PA    |   | TS** |        | PA    |
|   |            | ORT |        | SSENG |   |      |        | SSENG |
| R |            | S** |        | ERS** |   |      |        | ERS** |
| A |            |     |        |       |   |      |        |       |
| N |            |     |        |       |   |      |        |       |
| K |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | ALASKA     | 2,  | 9      | **2   |   | 2    | 9      | **2   |
|   | AIRLINES   | 438 | 26,155 | .63** |   | ,911 | 79,948 | .97** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 2 | DELTA AIR  | 30, | 7,5    | **4   |   | 29   | 7,6    | **3   |
|   | LINES      | 509 | 12,461 | .06** |   | ,055 | 31,913 | .81** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 3 | NORTHWEST  | 16, | 3,7    | **4   |   | 12   | 3,6    | **3   |
|   | AIRLINES   | 416 | 87,048 | .33** |   | ,479 | 84,109 | .39** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 4 | SOUTHWEST  | 25, | 5,8    | **4   |   | 17   | 5,1    | **3   |
|   | AIRLINES   | 280 | 16,018 | .35** |   | ,313 | 96,989 | .33** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 5 | AMERICAN   | 22, | 5,2    | **4   |   | 21   | 5,1    | **4   |
|   | AIRLINES   | 849 | 27,715 | .37** |   | ,949 | 15,575 | .29** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 6 | UNITED     | 25, | 5,4    | **4   |   | 32   | 6,3    | **5   |
|   | AIRLINES   | 478 | 79,666 | .65** |   | ,444 | 47,883 | .11** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 7 | AMERICA    | 6,  | 1,4    | **4   |   | 5    | 1,5    | **3   |
|   | WEST       | 894 | 79,983 | .66** |   | ,924 | 07,810 | .93** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 8 | C          | 13, | 2,7    | **4   |   | 9    | 2,8    | **3   |
|   | ONTINENTAL | 181 | 92,192 | .72** |   | ,344 | 19,386 | .31** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 9 | TRANS      | 10, | 2,0    | **5   |   | 7    | 1,9    | **3   |
|   | WORLD      | 580 | 08,311 | .27** |   | ,351 | 11,768 | .85** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | US AIRWAYS | 26, | 4,6    | **5   |   | 17   | 3,9    | **4   |
| 0 |            | 835 | 05,662 | .83** |   | ,339 | 64,160 | .37** |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   | TOTALS     | 1   | 39,6   | **4   |   | 156  | 39,1   | **3   |
|   |            | 80, | 35,211 | .55** |   | ,109 | 59,541 | .99** |
|   |            | 460 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+

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

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY-SEPTEMBER***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            | *   |        |       |   | **J  |        |       |
|   |            | *JA |        |       |   | ANUA |        |       |
|   |            | NUA |        |       |   | RY-S |        |       |
|   |            | RY- |        |       |   | EPTE |        |       |
|   |            | SEP |        |       |   | MBER |        |       |
|   |            | TEM |        |       |   | 19   |        |       |
|   |            | BER |        |       |   | 99** |        |       |
|   |            | 200 |        |       |   |      |        |       |
|   |            | 0** |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| # | #####      | *   | **EN   | *     |   | **T  | **EN   | *     |
| # | ## AIRLINE | *TO | PLANED | *REPO |   | OTAL | PLANED | *REPO |
| # |            | TAL | PASSEN | RTS** |   | BAG  | PASSEN | RTS** |
| # |            | B   | GERS** |       |   | GAGE | GERS** |       |
| # |            | AGG |        | **PER |   | R    |        | **PER |
| # |            | AGE |        | 1,000 |   | EPOR |        | 1,000 |
| # |            | REP |        | PA    |   | TS** |        | PA    |
|   |            | ORT |        | SSENG |   |      |        | SSENG |
| R |            | S** |        | ERS** |   |      |        | ERS** |
| A |            |     |        |       |   |      |        |       |
| N |            |     |        |       |   |      |        |       |
| K |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | ALASKA     | 31, | 9,0    | **3   |   | 55   | 9,1    | **6   |
|   | AIRLINES   | 592 | 03,750 | .51** |   | ,678 | 70,016 | .07** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 2 | DELTA AIR  | 3   | 77,3   | **4   |   | 341  | 74,9   | **4   |
|   | LINES      | 30, | 08,664 | .27** |   | ,417 | 28,062 | .56** |
|   |            | 221 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 3 | SOUTHWEST  | 2   | 54,0   | **4   |   | 203  | 48,4   | **4   |
|   | AIRLINES   | 43, | 66,715 | .51** |   | ,720 | 98,131 | .20** |
|   |            | 766 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 4 | US AIRWAYS | 2   | 42,4   | **4   |   | 216  | 40,8   | **5   |
|   |            | 03, | 71,549 | .78** |   | ,120 | 00,005 | .30** |
|   |            | 132 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 5 | NORTHWEST  | 1   | 36,8   | **4   |   | 173  | 35,0   | **4   |
|   | AIRLINES   | 81, | 81,513 | .92** |   | ,366 | 34,193 | .95** |
|   |            | 408 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 6 | C          | 1   | 27,5   | **5   |   | 125  | 27,1   | **4   |
|   | ONTINENTAL | 43, | 97,353 | .21** |   | ,749 | 04,457 | .64** |
|   | AIRLINES   | 861 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 7 | AMERICAN   | 2   | 53,4   | **5   |   | 252  | 47,3   | **5   |
|   | AIRLINES   | 83, | 43,002 | .30** |   | ,585 | 13,461 | .34** |
|   |            | 275 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 8 | TRANS      | 1   | 19,5   | **5   |   | 103  | 18,6   | **5   |
|   | WORLD      | 10, | 48,814 | .66** |   | ,948 | 65,791 | .57** |
|   | AIRLINES   | 572 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 9 | UNITED     | 3   | 56,3   | **6   |   | 424  | 58,2   | **7   |
|   | AIRLINES   | 79, | 89,061 | .74** |   | ,774 | 17,087 | .30** |
|   |            | 900 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | AMERICA    | 99, | 14,6   | **6   |   | 58   | 13,5   | **4   |
| 0 | WEST       | 728 | 29,797 | .82** |   | ,727 | 40,481 | .34** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   | **TOTALS** | *   | **3    | **5   |   | *    | **3    | **5   |
|   |            | *2, | 91,340 | .13** |   | *1,9 | 73,271 | .24** |
|   |            | 007 | ,218** |       |   | 56,0 | ,684** |       |
|   |            | ,45 |        |       |   | 84** |        |       |
|   |            | 5** |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+

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.

Note: Totals for January through September 2000 reflect a correction of
the Continental Airlines data for each month, January through June.

**[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 requirement for
reporting oversales data quarterly to the DOT's Bureau of Transportation
Statistics (Office of Airline Information) 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

***APRIL-JUNE***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **APRIL-JUNE 2000**                                                **APRIL-JUNE 1999**                               

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

                          Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                               

  1      ***DELTA AIR     69,685                952           27,353,224    **0.35**         45,221                5,519         26,604,835    **2.07**
         LINES***                                                                                                                              

                                                                                                                                               

  2      ***AMERICAN      53,675                888           20,443,165    **0.43**         64,664                717           18,585,625    **0.39**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  3      ***NORTHWEST     33,650                996           13,888,081    **0.72**         21,893                170           13,178,128    **0.13**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  4      ***US AIRWAYS*** 24,204                1,289         14,953,990    **0.86**         22,390                757           14,257,288    **0.53**

                                                                                                                                               

  5      ***AMERICA WEST  15,027                724           5,311,373     **1.36**         12,115                541           4,794,724     **1.13**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  6      ***CONTINENTAL   19,682                1,585         10,416,581    **1.52**         10,910                262           10,002,084    **0.26**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  7      ***ALASKA        11,543                627           3,430,810     **1.83**         5,590                 435           3,437,651     **1.27**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  8      ***UNITED        35,714                4,106         20,681,091    **1.99**         22,435                818           20,072,997    **0.41**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  9      ***SOUTHWEST     25,397                3,959         18,827,259    **2.10**         23,553                2,509         16,931,135    **1.48**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  10     ***TRANS WORLD   22,749                2,144         6,694,510     **3.20**         22,110                180           6,601,625     **0.27**
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     311,326               17,270        142,000,084   **1.22**         250,881               11,908        134,466,092   **0.89**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY-JUNE***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **JANUARY-JUNE 2000**                                              **JANUARY-JUNE 1999**                             

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

                          Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                               

  1      ***DELTA AIR     117,207               2,013         51,695,270    **0.39**         100,056               13,663        51,070,338    **2.68**
         LINES***                                                                                                                              

                                                                                                                                               

  2      ***NORTHWEST     58,472                1,137         26,020,280    **0.44**         46,201                609           24,473,713    **0.25**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  3      ***AMERICAN      120,973               1,990         39,020,739    **0.51**         134,877               1,565         35,165,292    **0.45**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  4      ***US AIRWAYS*** 46,743                2,287         27,354,705    **0.84**         41,134                1,952         27,022,186    **0.72**

                                                                                                                                               

  5      ***CONTINENTAL   35,290                2,434         19,995,375    **1.22**         33,039                549           19,293,628    **0.28**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  6      ***AMERICA WEST  32,381                1,565         10,007,063    **1.56**         23,817                1,211         9,162,456     **1.32**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  7      ***ALASKA        18,473                1,091         6,591,505     **1.66**         13,009                668           6,501,580     **1.03**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  8      ***UNITED        65,910                7,112         39,298,620    **1.81**         63,496                2,960         38,410,775    **0.77**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  9      ***SOUTHWEST     50,249                6,755         35,245,627    **1.92**         40,856                4,447         31,537,924    **1.41**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  10     ***TRANS WORLD   28,078                2,561         12,442,030    **2.06**         36,994                1,589         12,111,950    **1.31**
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     573,776               28,945        267,671,214   **1.08**         533,479               29,213        254,749,842   **1.15**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

Note: Totals for January through June 2000 reflect a correction of the
Continental Airlines data for the 1^st^ quarter of 2000.

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

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

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

**Complaint Categories**. Table 2 ranks the categories of complaints
(baggage, refunds, etc.). A detailed explanation of each category
appears at the end of the report. Note that beginning with the September
1999 report, disability complaints are listed as a separate category.
Prior to September 1999, disability complaints were included in the
Reservations/Ticketing/Boarding category.

Also, effective with the September 1999 report, complaints about
"smoking" and "credit," which formerly were separate categories, are
included in the "other" category. Effective with the October 2000
report, "animals" was added as a new category.

**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. Effective with the September 1999
report, complaints against "cargo companies" (formerly a separate
grouping) are included with the "miscellaneous" grouping.

**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

  ------------------- ------------- ---------- ------------- ---------- -- ------------- ---------- ------------- ----------
                      **SEPTEMBER                                          **SEPTEMBER                            
                      2000**                                               1999**                                 

                      COMPLAINTS    OPINIONS   COMPLIMENTS   INFO          COMPLAINTS    OPINIONS   COMPLIMENTS   INFO
                                                             REQUESTS                                             REQUESTS

                                                                                                                  

  U.S. AIRLINES       1,410         44         6             27            2,726         233        18            164

  FOREIGN AIRLINES    142           1          0             2             276           1          1             5

  TRAVEL AGENTS       15            0          0             0             9             0          0             0

  TOUR OPERATORS      7             0          0             0             79            0          0             2

  MISCELLANEOUS[^5]   14            12         0             8             56            7          0             8

  INDUSTRY TOTALS     1,588         57         6             37            3,146         241        19            179
  ------------------- ------------- ---------- ------------- ---------- -- ------------- ---------- ------------- ----------

Table 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^6]

  ------------------- ----------- -------------------- ---------- -- ----------- -------------------- ----------
                      SEPTEMBER                                      SEPTEMBER                        
                      2000                                           1999                             

  COMPLAINT CATEGORY  RANKING     COMPLAINTS[^7]^\*^   SUB           RANKING     COMPLAINTS[^8]^\*^   SUB
                                                       CATEGORY                                       CATEGORY

                                                                                                      

  FLIGHT PROBLEMS     1           611                                1           1,113                

  CANCELLATIONS                                        220                                            360

  DELAYS                                               217                                            464

  MISCONNECTIONS                                       104                                            109

                                                                                                      

  CUSTOMER SERVICE    2           306                                2           802                  

                                                                                                      

  BAGGAGE             3           242                                3           446                  

                                                                                                      

  RES/TKTG/BOARDING   4           123                                4           202                  

                                                                                                      

  REFUNDS             5           90                                 5           178                  

                                                                                                      

  FARES               6           57                                 7           99                   

                                                                                                      

  OTHER               7           50                                 6           123                  

  FREQUENT FLYER                                       17                                             41

                                                                                                      

  OVERSALES           8           48                                 8           97                   

                                                                                                      

  DISABILITY          9           47                                 9           44                   

                                                                                                      

  ADVERTISING         10          10                                 11          12                   

                                                                                                      

  TOURS OR CHARTERS   11          4                                  10          30                   

                                                                                                      

  ANIMALS             12          0                                  12          0                    

                                                                                                      

  COMPLAINT TOTAL                 1,588                                          3,146                
  ------------------- ----------- -------------------- ---------- -- ----------- -------------------- ----------

NOTE: EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY" COMPLAINTS
ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY COMPLAINTS
WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO, COMPLAINTS
ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE SEPARATE CATEGORIES,
ARE NOW INCLUDED IN THE "OTHER" CATEGORY. EFFECTIVE WITH THE OCTOBER
2000 REPORT, "ANIMALS" WAS ADDED AS A NEW CATEGORY.

Table 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^9]

SEPTEMBER 2000

<table style="width:100%;">
<colgroup>
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<col style="width: 6%" />
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</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a><sup>*</sup></p>
<p>ALPHABETICAL</p></td>
<td>FLIGHT PROBLEMS</td>
<td>OVER-SALES</td>
<td>RES/TKTG/BOARDING</td>
<td>FARES</td>
<td>REFUNDS</td>
<td>BAGGAGE</td>
<td>CUSTOMER SERVICE</td>
<td>DIS-ABILITY</td>
<td>ADVER-TISING</td>
<td>TOURS</td>
<td>ANIMALS</td>
<td>OTHER</td>
<td>TOTAL</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIRTRAN AIRWAYS</td>
<td>17</td>
<td>1</td>
<td>2</td>
<td>2</td>
<td>1</td>
<td>9</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>39</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>10</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>30</td>
<td>1</td>
<td>7</td>
<td>2</td>
<td>3</td>
<td>11</td>
<td>12</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>68</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>96</td>
<td>7</td>
<td>16</td>
<td>4</td>
<td>9</td>
<td>28</td>
<td>41</td>
<td>6</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>10</td>
<td>219</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE</td>
<td>8</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>2</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>19</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>7</td>
<td>1</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>7</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>21</td>
</tr>
<tr class="odd">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>5</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>12</td>
</tr>
<tr class="even">
<td>COMAIR</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>38</td>
<td>3</td>
<td>10</td>
<td>3</td>
<td>5</td>
<td>16</td>
<td>23</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>102</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>59</td>
<td>6</td>
<td>8</td>
<td>7</td>
<td>7</td>
<td>16</td>
<td>42</td>
<td>5</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>7</td>
<td>159</td>
</tr>
<tr class="odd">
<td>HORIZON AIRLINES</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
</tr>
<tr class="even">
<td>NORTHWEST AIRLINES</td>
<td>22</td>
<td>4</td>
<td>13</td>
<td>7</td>
<td>4</td>
<td>17</td>
<td>22</td>
<td>4</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>99</td>
</tr>
<tr class="odd">
<td>PRO AIR SERVICES</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>4</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>14</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>4</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>3</td>
<td>8</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>22</td>
</tr>
<tr class="odd">
<td>SPIRIT AIRLINES</td>
<td>10</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>2</td>
<td>3</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>20</td>
</tr>
<tr class="even">
<td>TOWER AIR</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="odd">
<td>TRANS WORLD AIRLINES</td>
<td>13</td>
<td>5</td>
<td>6</td>
<td>3</td>
<td>3</td>
<td>6</td>
<td>13</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>54</td>
</tr>
<tr class="even">
<td>UNITED AIRLINES</td>
<td>168</td>
<td>3</td>
<td>17</td>
<td>7</td>
<td>22</td>
<td>31</td>
<td>59</td>
<td>7</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>10</td>
<td>326</td>
</tr>
<tr class="odd">
<td>UNITED EXPRESS</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</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>US AIRWAYS</td>
<td>65</td>
<td>1</td>
<td>15</td>
<td>9</td>
<td>4</td>
<td>24</td>
<td>27</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>152</td>
</tr>
<tr class="odd">
<td>US AIRWAYS EXPRESS</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="even">
<td>VANGUARD AIRLINES</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>16</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>9</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>39</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 SEPTEMBER 2000</td>
<td>583</td>
<td>44</td>
<td>100</td>
<td>48</td>
<td>74</td>
<td>191</td>
<td>277</td>
<td>38</td>
<td>10</td>
<td>1</td>
<td>0</td>
<td>44</td>
<td>1,410</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>41.6</td>
<td>3.1</td>
<td>7.1</td>
<td>3.4</td>
<td>5.3</td>
<td>13.6</td>
<td>19.7</td>
<td>2.7</td>
<td>0.7</td>
<td>0.1</td>
<td>0</td>
<td>3.1</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 SEPTEMBER 1999</td>
<td>1,043</td>
<td>84</td>
<td>176</td>
<td>84</td>
<td>111</td>
<td>359</td>
<td>716</td>
<td>39</td>
<td>9</td>
<td>3</td>
<td>0</td>
<td>102</td>
<td>2,726</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>38.3</td>
<td>3.1</td>
<td>6.5</td>
<td>3.1</td>
<td>4.1</td>
<td>13.2</td>
<td>26.3</td>
<td>1.4</td>
<td>0.3</td>
<td>0.1</td>
<td>0</td>
<td>3.7</td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup></p>
<p><sup>**</sup>AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED
<strong>5</strong> 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

SEPTEMBER 2000

<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>SEPT.</p></td>
<td><p>INCI-DENTS IN</p>
<p>SEPT.</p></td>
<td>PERCENT</td>
<td></td>
<td><p>INCI-DENTS IN</p>
<p>AUG.</p></td>
<td>PERCENT</td>
<td></td>
<td>INCI-DENTS IN ALL PRIOR MONTHS</td>
<td>PERCENT</td>
<td></td>
<td>UN-KNOWN INCI-DENT DATE</td>
<td>PERCENT</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIRTRAN AIRWAYS</td>
<td>39</td>
<td>8</td>
<td>20.5</td>
<td></td>
<td>10</td>
<td>25.6</td>
<td></td>
<td>6</td>
<td>15.4</td>
<td></td>
<td>15</td>
<td>38.5</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>10</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>5</td>
<td>50.0</td>
<td></td>
<td>3</td>
<td>30.0</td>
<td></td>
<td>2</td>
<td>20.0</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>68</td>
<td>7</td>
<td>10.3</td>
<td></td>
<td>21</td>
<td>30.9</td>
<td></td>
<td>23</td>
<td>33.8</td>
<td></td>
<td>17</td>
<td>25.0</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>219</td>
<td>45</td>
<td>20.5</td>
<td></td>
<td>48</td>
<td>21.9</td>
<td></td>
<td>73</td>
<td>33.3</td>
<td></td>
<td>53</td>
<td>24.2</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE</td>
<td>19</td>
<td>6</td>
<td>31.6</td>
<td></td>
<td>9</td>
<td>47.4</td>
<td></td>
<td>3</td>
<td>15.8</td>
<td></td>
<td>1</td>
<td>5.3</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>21</td>
<td>5</td>
<td>23.8</td>
<td></td>
<td>4</td>
<td>19.0</td>
<td></td>
<td>6</td>
<td>28.6</td>
<td></td>
<td>6</td>
<td>28.6</td>
</tr>
<tr class="odd">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>12</td>
<td>1</td>
<td>8.3</td>
<td></td>
<td>1</td>
<td>8.3</td>
<td></td>
<td>3</td>
<td>25.0</td>
<td></td>
<td>7</td>
<td>58.3</td>
</tr>
<tr class="even">
<td>COMAIR</td>
<td>6</td>
<td>2</td>
<td>33.3</td>
<td></td>
<td>3</td>
<td>50.0</td>
<td></td>
<td>1</td>
<td>16.7</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>102</td>
<td>19</td>
<td>18.6</td>
<td></td>
<td>27</td>
<td>26.5</td>
<td></td>
<td>34</td>
<td>33.3</td>
<td></td>
<td>22</td>
<td>21.6</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>159</td>
<td>31</td>
<td>19.5</td>
<td></td>
<td>44</td>
<td>27.7</td>
<td></td>
<td>48</td>
<td>30.2</td>
<td></td>
<td>36</td>
<td>22.6</td>
</tr>
<tr class="odd">
<td>HORIZON AIRLINES</td>
<td>6</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>2</td>
<td>33.3</td>
<td></td>
<td>4</td>
<td>66.7</td>
</tr>
<tr class="even">
<td>NORTHWEST AIRLINES</td>
<td>99</td>
<td>22</td>
<td>22.2</td>
<td></td>
<td>20</td>
<td>20.2</td>
<td></td>
<td>29</td>
<td>29.3</td>
<td></td>
<td>28</td>
<td>28.3</td>
</tr>
<tr class="odd">
<td>PRO AIR SERVICES</td>
<td>14</td>
<td>10</td>
<td>71.4</td>
<td></td>
<td>1</td>
<td>7.1</td>
<td></td>
<td>1</td>
<td>7.1</td>
<td></td>
<td>2</td>
<td>14.3</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>22</td>
<td>7</td>
<td>31.8</td>
<td></td>
<td>4</td>
<td>18.2</td>
<td></td>
<td>3</td>
<td>13.6</td>
<td></td>
<td>8</td>
<td>36.4</td>
</tr>
<tr class="odd">
<td>SPIRIT AIRLINES</td>
<td>20</td>
<td>5</td>
<td>25.0</td>
<td></td>
<td>1</td>
<td>5.0</td>
<td></td>
<td>4</td>
<td>20.0</td>
<td></td>
<td>10</td>
<td>50.0</td>
</tr>
<tr class="even">
<td>TOWER AIR</td>
<td>5</td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>3</td>
<td>60.0</td>
</tr>
<tr class="odd">
<td>TRANS WORLD AIRLINES</td>
<td>54</td>
<td>6</td>
<td>11.1</td>
<td></td>
<td>16</td>
<td>29.6</td>
<td></td>
<td>18</td>
<td>33.3</td>
<td></td>
<td>14</td>
<td>25.9</td>
</tr>
<tr class="even">
<td>UNITED AIRLINES</td>
<td>326</td>
<td>66</td>
<td>20.2</td>
<td></td>
<td>63</td>
<td>19.3</td>
<td></td>
<td>135</td>
<td>41.4</td>
<td></td>
<td>62</td>
<td>19.0</td>
</tr>
<tr class="odd">
<td>UNITED EXPRESS</td>
<td>6</td>
<td>1</td>
<td>16.7</td>
<td></td>
<td>1</td>
<td>16.7</td>
<td></td>
<td>1</td>
<td>16.7</td>
<td></td>
<td>3</td>
<td>50.0</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>152</td>
<td>23</td>
<td>15.1</td>
<td></td>
<td>51</td>
<td>33.6</td>
<td></td>
<td>39</td>
<td>25.7</td>
<td></td>
<td>39</td>
<td>25.7</td>
</tr>
<tr class="odd">
<td>US AIRWAYS EXPRESS</td>
<td>5</td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>3</td>
<td>60.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>VANGUARD AIRLINES</td>
<td>7</td>
<td>3</td>
<td>42.9</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>3</td>
<td>42.9</td>
<td></td>
<td>1</td>
<td>14.3</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>39</td>
<td>5</td>
<td>12.8</td>
<td></td>
<td>5</td>
<td>12.8</td>
<td></td>
<td>14</td>
<td>35.9</td>
<td></td>
<td>15</td>
<td>38.5</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>1,410</td>
<td>274</td>
<td>19.4</td>
<td></td>
<td>337</td>
<td>23.9</td>
<td></td>
<td>451</td>
<td>32.0</td>
<td></td>
<td>348</td>
<td>24.7</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>2,726</td>
<td>322</td>
<td>11.8</td>
<td></td>
<td>924</td>
<td>33.9</td>
<td></td>
<td>1,337</td>
<td>49.0</td>
<td></td>
<td>143</td>
<td>5.2</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 <strong>5</strong> 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[^10]

BY COMPLAINT CATEGORY[^11]^\*^

SEPTEMBER 2000

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

                                                                                                                                                                            

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

  AIR AFRIQUE                     1          0            0                   0       1         3         1          0             0              0       0         0       6

  AIR CANADA                      2          0            2                   1       1         3         4          0             0              0       0         0       13

  AIR FRANCE                      1          0            1                   1       1         6         1          1             0              0       0         0       12

  AIR JAMAICA                     4          0            0                   0       1         1         1          1             0              0       0         0       8

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

  BRITISH AIRWAYS                 1          1            0                   1       0         4         3          0             0              0       0         0       10

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

  SABENA                          2          0            0                   0       0         4         0          1             0              0       0         0       7

  OTHER FOREIGN AIRLINES          10         2            12                  1       7         21        13         3             0              1       0         3       73

  TOTALS                          23         4            15                  4       13        46        23         7             0              2       0         5       142

                                                                                                                                                                            

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

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

  OTHER TRAVEL AGENTS             2          0            4                   0       1         0         1          0             0              0       0         0       8

  TOTALS                          2          0            6                   4       1         0         2          0             0              0       0         0       15

                                                                                                                                                                            

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

  OTHER TOUR OPERATORS            1          0            2                   0       1         1         1          0             0              1       0         0       7

  TOTALS                          1          0            2                   0       1         1         1          0             0              1       0         0       7

                                                                                                                                                                            

  **[MISCELLANEOUS]{.underline}                                                                                                                                             
  \*\*\***                                                                                                                                                                  

  OTHER MISCELLANEOUS             2          0            0                   1       1         4         3          2             0              0       0         1       14

  TOTALS                          2          0            0                   1       1         4         3          2             0              0       0         1       14

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 6

***SEPTEMBER***

***CONSUMER COMPLAINTS: RANKINGS***

***U.S. AIRLINES \****

  ------------ ---------------- ------------- ------------------ -------------------- -------------------- -- ------------------ -------------------- --------------------
                                **SEPTEMBER                                                                   **SEPTEMBER 1999**                      
                                2000**                                                                                                                

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

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

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

                                                                                                                                                      

  1            ***SOUTHWEST                   22                 5,832,608            **0.38**                45                 5,215,307            **0.86**
               AIRLINES***                                                                                                                            

  2            ***ALASKA                      10                 1,026,265            **0.97**                38                 1,076,260            **3.53**
               AIRLINES***                                                                                                                            

  3            ***DELTA AIR                   159                7,888,640            **2.02**                290                8,027,196            **3.61**
               LINES***                                                                                                                               

  4            ***NORTHWEST                   99                 4,705,059            **2.10**                276                4,542,699            **6.08**
               AIRLINES***                                                                                                                            

  5            ***TRANS WORLD                 54                 2,101,653            **2.57**                147                2,010,219            **7.31**
               AIRLINES***                                                                                                                            

  6            ***CONTINENTAL                 102                3,532,259            **2.89**                239                3,476,713            **6.87**
               AIRLINES***                                                                                                                            

  7            ***US AIRWAYS***               152                4,815,533            **3.16**                339                4,114,002            **8.24**

  8            ***AMERICAN                    219                6,654,356            **3.29**                392                6,517,832            **6.01**
               AIRLINES***                                                                                                                            

  9            ***AMERICA WEST                68                 1,508,099            **4.51**                109                1,532,125            **7.11**
               AIRLINES***                                                                                                                            

  10           ***UNITED                      326                6,478,617            **5.03**                385                7,193,749            **5.35**
               AIRLINES***                                                                                                                            

               **TOTAL**                      **1,211**          **44,543,089**       **2.72**                **2,260**          **43,706,102**       **5.17**
  ------------ ---------------- ------------- ------------------ -------------------- -------------------- -- ------------------ -------------------- --------------------

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. The list of carriers appearing on
this page is consistent with those carriers that appear in the "Flight
Delays," "Mishandled Baggage" and "Oversales" sections of the *Air
Travel Consumer Report*.

Table 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

  -------------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------
                       **JANUARY TO                                        **JANUARY TO                          
                       SEPTEMBER                                           SEPTEMBER                             
                       2000**                                              1999**                                

                       COMPLAINTS   OPINIONS   COMPLIMENTS   INFO          COMPLAINTS   OPINIONS   COMPLIMENTS   INFO
                                                             REQUESTS                                            REQUESTS

                                                                                                                 

  U.S. AIRLINES        16,845       1,227      123           742           13,409       800        47            594

  FOREIGN AIRLINES     1,583        16         12            19            1,198        14         3             19

  TRAVEL AGENTS        153          1          0             0             37           0          0             2

  TOUR OPERATORS       106          3          0             4             698          2          0             5

  MISCELLANEOUS[^12]   406          302        3             87            331          68         0             77

  INDUSTRY TOTALS      19,093       1,549      138           852           15,673       884        50            697
  -------------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------

Table 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^13]

  ------------------- ----------- --------------------- ---------- -- ----------- ---------------- ----------
                      JANUARY TO                                      JANUARY TO                   
                      SEPTEMBER                                       SEPTEMBER                    
                      2000                                            1999                         

  COMPLAINT CATEGORY  RANKING     COMPLAINTS[^14]^\*^   SUB           RANKING     COMPLAINTS\*\*   SUB
                                                        CATEGORY                                   CATEGORY

                                                                                                   

  FLIGHT PROBLEMS     1           7,650                               1           5,567            

  CANCELLATIONS                                         2,832                                      1,973

  DELAYS                                                2,595                                      2,048

  MISCONNECTIONS                                        952                                        628

                                                                                                   

  CUSTOMER SERVICE    2           3,775                               2           3,094            

                                                                                                   

  BAGGAGE             3           2,792                               3           2,156            

                                                                                                   

  RES/TKTG/BOARDING   4           1,312                               4           1,279            

                                                                                                   

  REFUNDS             5           858                                 5           1,073            

                                                                                                   

  OVERSALES           6           755                                 7           618              

                                                                                                   

  FARES               7           693                                 8           488              

                                                                                                   

  OTHER               8           630                                 6           699              

  FREQUENT FLYER                                        303                                        311

                                                                                                   

  DISABILITY          9           518                                 9           394              

                                                                                                   

  TOURS OR CHARTERS   10          62                                  10          242              

                                                                                                   

  ADVERTISING         11          48                                  11          63               

                                                                                                   

  ANIMALS             12          0                                   12          0                

                                                                                                   

  COMPLAINT TOTAL                 19,093                                          15,673           
  ------------------- ----------- --------------------- ---------- -- ----------- ---------------- ----------

NOTE: EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY" COMPLAINTS
ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY COMPLAINTS
WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO, COMPLAINTS
ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE SEPARATE CATEGORIES,
ARE NOW INCLUDED IN THE "OTHER" CATEGORY. EFFECTIVE WITH THE OCTOBER
2000 REPORT, "ANIMALS" WAS ADDED AS A NEW CATEGORY.

Table 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^15]

JANUARY TO SEPTEMBER 2000

<table style="width:100%;">
<colgroup>
<col style="width: 19%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 7%" />
<col style="width: 4%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 4%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 6%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a><sup>*</sup></p>
<p>ALPHABETICAL</p></td>
<td>FLIGHT PROBLEMS</td>
<td>OVER-SALES</td>
<td>RES/TKTG/BOARDING</td>
<td>FARES</td>
<td>REFUNDS</td>
<td>BAGGAGE</td>
<td>CUSTOMER SERVICE</td>
<td>DIS-ABILITY</td>
<td>ADVER-TISING</td>
<td>TOURS</td>
<td>ANIMALS</td>
<td>OTHER</td>
<td>TOTAL</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIR WISCONSIN</td>
<td>6</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>12</td>
</tr>
<tr class="even">
<td>AIRTRAN AIRWAYS</td>
<td>226</td>
<td>34</td>
<td>28</td>
<td>9</td>
<td>19</td>
<td>53</td>
<td>83</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>12</td>
<td>468</td>
</tr>
<tr class="odd">
<td>ALASKA AIRLINES</td>
<td>86</td>
<td>6</td>
<td>11</td>
<td>11</td>
<td>11</td>
<td>35</td>
<td>55</td>
<td>7</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>7</td>
<td>231</td>
</tr>
<tr class="even">
<td>ALOHA AIRLINES</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>11</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>638</td>
<td>72</td>
<td>67</td>
<td>21</td>
<td>37</td>
<td>142</td>
<td>231</td>
<td>26</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>28</td>
<td>1,262</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>1,055</td>
<td>93</td>
<td>163</td>
<td>86</td>
<td>99</td>
<td>383</td>
<td>515</td>
<td>63</td>
<td>5</td>
<td>4</td>
<td>0</td>
<td>87</td>
<td>2,553</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE</td>
<td>132</td>
<td>18</td>
<td>12</td>
<td>2</td>
<td>9</td>
<td>29</td>
<td>57</td>
<td>7</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
<td>272</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>142</td>
<td>12</td>
<td>15</td>
<td>8</td>
<td>4</td>
<td>45</td>
<td>58</td>
<td>4</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>4</td>
<td>293</td>
</tr>
<tr class="odd">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>58</td>
<td>8</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>12</td>
<td>21</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>108</td>
</tr>
<tr class="even">
<td>CHAMPION AIR</td>
<td>13</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>22</td>
</tr>
<tr class="odd">
<td>COMAIR</td>
<td>49</td>
<td>11</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>8</td>
<td>17</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>92</td>
</tr>
<tr class="even">
<td>CONTINENTAL AIRLINES</td>
<td>342</td>
<td>54</td>
<td>95</td>
<td>37</td>
<td>33</td>
<td>169</td>
<td>262</td>
<td>31</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>35</td>
<td>1,060</td>
</tr>
<tr class="odd">
<td>CONTINENTAL EXPRESS</td>
<td>20</td>
<td>2</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>9</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>35</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>618</td>
<td>56</td>
<td>127</td>
<td>100</td>
<td>48</td>
<td>243</td>
<td>370</td>
<td>66</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>79</td>
<td>1,712</td>
</tr>
<tr class="odd">
<td>DELTA CONNECTION</td>
<td>36</td>
<td>4</td>
<td>5</td>
<td>2</td>
<td>2</td>
<td>5</td>
<td>6</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>63</td>
</tr>
<tr class="even">
<td>EASTWIND AIRLINES</td>
<td>4</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>17</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>24</td>
</tr>
<tr class="odd">
<td>FRONTIER AIRLINES</td>
<td>14</td>
<td>3</td>
<td>12</td>
<td>3</td>
<td>6</td>
<td>10</td>
<td>12</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>62</td>
</tr>
<tr class="even">
<td>GREAT LAKES AVIATION</td>
<td>9</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>13</td>
</tr>
<tr class="odd">
<td>HAWAIIAN AIRLINES</td>
<td>23</td>
<td>5</td>
<td>3</td>
<td>1</td>
<td>5</td>
<td>12</td>
<td>20</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
<td>75</td>
</tr>
<tr class="even">
<td>HORIZON AIRLINES</td>
<td>27</td>
<td>5</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>8</td>
<td>10</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>55</td>
</tr>
<tr class="odd">
<td>KIWI AIRLINES</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>9</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>11</td>
</tr>
<tr class="even">
<td>MESA AIRLINES</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>12</td>
</tr>
<tr class="odd">
<td>MESABA AVIATION</td>
<td>9</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>16</td>
</tr>
<tr class="even">
<td>METROJET</td>
<td>10</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>14</td>
</tr>
<tr class="odd">
<td>MIDWAY AIRLINES</td>
<td>21</td>
<td>4</td>
<td>9</td>
<td>1</td>
<td>3</td>
<td>24</td>
<td>8</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>73</td>
</tr>
<tr class="even">
<td>MIDWEST EXPRESS AIRLINES</td>
<td>14</td>
<td>0</td>
<td>2</td>
<td>3</td>
<td>2</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>23</td>
</tr>
<tr class="odd">
<td>NATIONAL AIRLINES</td>
<td>14</td>
<td>0</td>
<td>4</td>
<td>2</td>
<td>5</td>
<td>9</td>
<td>8</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>43</td>
</tr>
<tr class="even">
<td>NORTHWEST AIRLINES</td>
<td>432</td>
<td>45</td>
<td>102</td>
<td>58</td>
<td>43</td>
<td>179</td>
<td>266</td>
<td>53</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>41</td>
<td>1,223</td>
</tr>
<tr class="odd">
<td>PRO AIR SERVICES</td>
<td>61</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>11</td>
<td>14</td>
<td>9</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>97</td>
</tr>
<tr class="even">
<td>RYAN INTERNATIONAL AIRLINES</td>
<td>10</td>
<td>0</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>20</td>
</tr>
<tr class="odd">
<td>SHUTTLE AMERICA</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>11</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>62</td>
<td>12</td>
<td>26</td>
<td>10</td>
<td>9</td>
<td>54</td>
<td>82</td>
<td>14</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>8</td>
<td>282</td>
</tr>
<tr class="odd">
<td>SPIRIT AIRLINES</td>
<td>86</td>
<td>7</td>
<td>13</td>
<td>6</td>
<td>10</td>
<td>16</td>
<td>27</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>6</td>
<td>175</td>
</tr>
<tr class="even">
<td>SUN COUNTRY AIRLINES</td>
<td>11</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>6</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>24</td>
</tr>
<tr class="odd">
<td>TOWER AIR</td>
<td>101</td>
<td>6</td>
<td>7</td>
<td>3</td>
<td>70</td>
<td>26</td>
<td>36</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>4</td>
<td>255</td>
</tr>
<tr class="even">
<td>TRANS STATES AIRLINES</td>
<td>18</td>
<td>7</td>
<td>1</td>
<td>0</td>
<td>3</td>
<td>12</td>
<td>8</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>50</td>
</tr>
<tr class="odd">
<td>TRANS WORLD AIRLINES</td>
<td>164</td>
<td>64</td>
<td>74</td>
<td>30</td>
<td>33</td>
<td>88</td>
<td>179</td>
<td>33</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>40</td>
<td>705</td>
</tr>
<tr class="even">
<td>TRANS WORLD EXPRESS</td>
<td>18</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>28</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>1,927</td>
<td>91</td>
<td>181</td>
<td>81</td>
<td>93</td>
<td>445</td>
<td>719</td>
<td>85</td>
<td>8</td>
<td>4</td>
<td>0</td>
<td>117</td>
<td>3,751</td>
</tr>
<tr class="even">
<td>UNITED EXPRESS</td>
<td>68</td>
<td>3</td>
<td>6</td>
<td>2</td>
<td>4</td>
<td>11</td>
<td>19</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>120</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>575</td>
<td>12</td>
<td>85</td>
<td>73</td>
<td>24</td>
<td>143</td>
<td>225</td>
<td>51</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>26</td>
<td>1,217</td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup></p>
<p><sup>**</sup>AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED
<strong>10</strong> 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 3 (CONT.)

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^16]

JANUARY TO SEPTEMBER 2000

<table style="width:100%;">
<colgroup>
<col style="width: 19%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 7%" />
<col style="width: 4%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 4%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 6%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a><sup>*</sup> (CONT.)</p>
<p>ALPHABETICAL</p></td>
<td>FLIGHT PROBLEMS</td>
<td>OVER-SALES</td>
<td>RES/TKTG/BOARDING</td>
<td>FARES</td>
<td>REFUNDS</td>
<td>BAGGAGE</td>
<td>CUSTOMER SERVICE</td>
<td>DIS-ABILITY</td>
<td>ADVER-TISING</td>
<td>TOURS</td>
<td>ANIMALS</td>
<td>OTHER</td>
<td>TOTAL</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>US AIRWAYS EXPRESS</td>
<td>41</td>
<td>2</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>5</td>
<td>6</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>63</td>
</tr>
<tr class="even">
<td>VANGUARD AIRLINES</td>
<td>40</td>
<td>4</td>
<td>3</td>
<td>5</td>
<td>8</td>
<td>8</td>
<td>12</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>83</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>43</td>
<td>6</td>
<td>9</td>
<td>1</td>
<td>19</td>
<td>18</td>
<td>21</td>
<td>4</td>
<td>0</td>
<td>3</td>
<td>0</td>
<td>2</td>
<td>126</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>TOTALS JAN.-SEPT. 2000</td>
<td>7,234</td>
<td>654</td>
<td>1,080</td>
<td>557</td>
<td>643</td>
<td>2,229</td>
<td>3,386</td>
<td>471</td>
<td>37</td>
<td>18</td>
<td>0</td>
<td>536</td>
<td>16,845</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>43.2</td>
<td>3.9</td>
<td>6.4</td>
<td>3.3</td>
<td>3.8</td>
<td>13.3</td>
<td>20.2</td>
<td>2.8</td>
<td>0.2</td>
<td>0.1</td>
<td>0</td>
<td>3.2</td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>TOTALS JAN.-SEPT. 1999</td>
<td>5,057</td>
<td>536</td>
<td>1,103</td>
<td>416</td>
<td>748</td>
<td>1,783</td>
<td>2,752</td>
<td>349</td>
<td>49</td>
<td>27</td>
<td>0</td>
<td>589</td>
<td>13,409</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>37.7</td>
<td>4</td>
<td>8.2</td>
<td>3.1</td>
<td>5.6</td>
<td>13.3</td>
<td>20.5</td>
<td>2.6</td>
<td>0.4</td>
<td>0.2</td>
<td>0</td>
<td>4.4</td>
<td></td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup></p>
<p><sup>**</sup>AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED
<strong>10</strong> OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING
PERIOD. COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS
THAN THAT ARE INCLUDED UNDER 'OTHER U.S. AIRLINES'.<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

Table 4

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S. AIRLINES[^17]

BY COMPLAINT CATEGORY[^18]^\*^

JANUARY TO SEPTEMBER 2000

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

                                                                                                                                                                      

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

  AER LINGUS                1          1            1                   0       0         5         2          1             0              0       0         0       11

  AEROMEXICO                2          1            2                   2       3         5         5          1             0              0       0         1       22

  AIR AFRIQUE               1          0            1                   0       2         12        3          0             0              0       0         0       19

  AIR ARUBA                 10         2            3                   0       0         10        2          1             0              0       0         0       28

  AIR CANADA                33         3            13                  3       11        25        18         2             0              0       0         3       111

  AIR FRANCE                35         9            16                  3       13        63        30         4             0              1       0         5       179

  AIR INDIA                 0          2            4                   1       2         6         1          0             0              0       0         1       17

  AIR JAMAICA               8          5            0                   1       1         6         7          1             0              0       0         0       29

  AIR NEW ZEALAND           0          0            1                   0       0         6         4          0             0              0       0         1       12

  ALITALIA AIRLINES         10         10           8                   3       7         26        13         3             0              2       0         2       84

  ALLEGRO AIRLINES          27         0            0                   0       1         11        9          0             0              2       0         5       55

  ALM                       7          0            1                   0       2         2         3          0             0              0       0         0       15

  BRITISH AIRWAYS           35         5            13                  7       8         54        34         9             1              0       0         9       175

  CATHAY PACIFIC AIRWAYS    4          1            0                   2       2         5         2          0             0              0       0         0       16

  CHINA AIRLINES            2          0            2                   0       1         1         3          0             0              1       0         0       10

  EL AL                     0          2            4                   0       1         7         5          1             0              0       0         1       21

  GULF AIR                  1          0            3                   0       0         6         0          0             0              0       0         0       10

  GUYANA AIRWAYS            2          0            0                   0       1         9         1          0             0              0       0         0       13

  IBERIA AIRLINES           5          0            0                   0       0         12        5          0             1              0       0         3       26

  KLM                       16         5            9                   0       2         32        13         1             0              0       0         3       81

  LACSA                     2          4            3                   0       3         15        2          0             0              0       0         0       29

  LUFTHANSA                 10         6            4                   0       2         18        28         1             0              1       0         3       73

  MEXICANA                  6          6            4                   1       4         13        5          0             0              0       0         1       40

  OLYMPIC AIRWAYS           1          0            3                   0       2         0         2          1             0              0       0         3       12

  PHILIPPINE AIRLINES       1          1            0                   0       2         2         2          1             0              0       0         1       10

  ROYAL AIR MAROC           5          1            0                   0       2         3         3          0             0              0       0         1       15

  ROYAL JORDANIAN AIRLINES  0          1            2                   0       1         4         1          0             0              0       0         1       10

  SABENA                    3          3            2                   4       0         21        7          1             0              0       0         1       42

  SAS                       0          2            1                   0       0         5         3          0             0              0       0         1       12

  SINGAPORE AIRLINES        0          0            1                   0       1         3         4          1             0              0       0         1       11
  ------------------------- ---------- ------------ ------------------- ------- --------- --------- ---------- ------------- -------------- ------- --------- ------- -------

Table 4 (CONT.)

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S. AIRLINES[^19]

BY COMPLAINT CATEGORY[^20]^\*^

JANUARY TO SEPTEMBER 2000

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

                                                                                                                                                                            

  **[FOREIGN                                                                                                                                                                
  AIRLINES]{.underline} (CONT.)**                                                                                                                                           

  SKYSERVICE                      4          0            1                   0       1         4         6          0             0              1       0         2       19

  SOUTH AFRICAN AIRWAYS           0          1            1                   1       0         1         3          2             0              0       0         1       10

  SWISSAIR                        4          3            4                   1       4         10        8          1             0              0       0         2       37

  TACA INTERNATIONAL AIRLINES     2          6            3                   1       2         15        3          0             0              0       0         2       34

  TAESA                           4          0            1                   0       27        0         2          0             0              0       0         0       34

  VIRGIN ATLANTIC                 2          2            5                   3       4         2         6          1             1              0       0         1       27

  OTHER FOREIGN AIRLINES          42         11           19                  8       22        74        42         2             1              2       0         11      234

  TOTALS                          285        93           135                 41      134       493       287        35            4              10      0         66      1,583

                                                                                                                                                                            

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

  CHEAP TICKETS                   3          0            13                  4       7         0         2          0             0              0       0         1       30

  PRICELINE.COM                   2          0            15                  28      8         0         2          0             2              0       0         0       57

  OTHER TRAVEL AGENTS             7          2            24                  11      11        0         6          1             2              1       0         1       66

  TOTALS                          12         2            52                  43      26        0         10         1             4              1       0         2       153

                                                                                                                                                                            

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

  APPLE VACATIONS                 7          0            0                   0       0         3         2          0             0              3       0         1       16

  FUN JET INCORPORATED            6          0            0                   0       0         2         1          0             0              1       0         0       10

  SUNJET INT\'L SALES             1          0            0                   0       21        1         0          0             0              3       0         0       26

  TRADE WIND TOURS                9          0            0                   0       0         1         0          0             0              4       0         0       14

  OTHER TOUR OPERATORS            7          1            7                   0       5         0         7          1             0              12      0         0       40

  TOTALS                          30         1            7                   0       26        7         10         1             0              23      0         1       106

                                                                                                                                                                            

  **[MISCELLANEOUS]{.underline}                                                                                                                                             
  \*\*\***                                                                                                                                                                  

  OTHER MISCELLANEOUS             89         5            38                  52      29        63        82         10            3              10      0         25      406

  TOTALS                          89         5            38                  52      29        63        82         10            3              10      0         25      406

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 5

***JANUARY-SEPTEMBER***

***CONSUMER COMPLAINTS: RANKINGS***

***U.S AIRLINES \****

  ------------ ---------------- --------------------- ------------------ -------------------- -------------------- -- --------------------- -------------------- --------------------
                                **JANUARY-SEPTEMBER                                                                   **JANUARY-SEPTEMBER                        
                                2000**                                                                                1999**                                     

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

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

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

                                                                                                                                                                 

  1            ***SOUTHWEST                           282                54,174,620           **0.52**                197                   48,650,748           **0.40**
               AIRLINES***                                                                                                                                       

  2            ***DELTA AIR                           1,712              80,686,964           **2.12**                1,459                 79,735,076           **1.83**
               LINES***                                                                                                                                          

  3            ***ALASKA                              231                10,254,899           **2.25**                168                   10,324,186           **1.63**
               AIRLINES***                                                                                                                                       

  4            ***NORTHWEST                           1,223              44,760,838           **2.73**                1,316                 42,304,812           **3.11**
               AIRLINES***                                                                                                                                       

  5            ***US AIRWAYS***                       1,217              44,212,690           **2.75**                1,391                 41,797,690           **3.33**

  6            ***CONTINENTAL                         1,060              34,303,799           **3.09**                855                   33,002,827           **2.59**
               AIRLINES***                                                                                                                                       

  7            ***TRANS WORLD                         705                20,304,800           **3.47**                696                   19,513,305           **3.57**
               AIRLINES***                                                                                                                                       

  8            ***AMERICAN                            2,553              65,910,421           **3.87**                2,200                 60,546,017           **3.63**
               AIRLINES***                                                                                                                                       

  9            ***UNITED                              3,751              64,011,986           **5.86**                1,764                 65,621,067           **2.69**
               AIRLINES***                                                                                                                                       

  10           ***AMERICA WEST                        1,262              15,014,016           **8.41**                432                   13,882,420           **3.11**
               AIRLINES***                                                                                                                                       

               **TOTAL**                              **13,996**         **433,635,033**      **3.23**                **10,478**            **415,378,148**      **2.52**
  ------------ ---------------- --------------------- ------------------ -------------------- -------------------- -- --------------------- -------------------- --------------------

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. The list of carriers appearing on
this page is consistent with those carriers that appear in the "Flight
Delays," "Mishandled Baggage" and "Oversales" sections of the *Air
Travel Consumer Report*.

***COMPLAINT CATEGORIES\****

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

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

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

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

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

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

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

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

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

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

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

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

**\*Note:** Effective with the September 1999 report, complaints about
"smoking" and "credit," which formerly were separate categories, are
included in the "other" category. Effective with the October 2000
report, "animals" was added as a new 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. The list of carriers
    > appearing on this page is consistent with those carriers that
    > appear in the "Flight Delays," "Oversales" and "Consumer
    > Complaints" sections of the *Air Travel Consumer Report.*

[^2]:
    > ^\*^ U.S. Airlines with at least one percent of total domestic
    > scheduled-service passenger revenues. The list of carriers
    > appearing on this page is consistent with those carriers that
    > appear in the "Flight Delays," "Oversales" and "Consumer
    > Complaints" sections of the *Air Travel Consumer Report.*

[^3]: ^\*^ U.S. Airlines with at least one percent of total domestic
    scheduled-service passenger revenues. The list of carriers on this
    page is consistent with those carriers that appear in the "Flight
    Delays," "Mishandled Baggage" and "Consumer Complaints" sections of
    the *Air Travel Consumer Report.*

[^4]: ^\*^ U.S. Airlines with at least one percent of total domestic
    scheduled-service passenger revenues. The list of carriers on this
    page is consistent with those carriers that appear in the "Flight
    Delays," "Mishandled Baggage" and "Consumer Complaints" sections of
    the *Air Travel Consumer Report.*

[^5]: ^\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, COMPLAINTS AGAINST
    "CARGO COMPANIES" (FORMERLY A SEPARATE GROUPING) ARE INCLUDED WITH
    THE "MISCELLANEOUS" GROUPING.

[^6]: ^^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS
    ATTACHED.

[^7]: ^\*\*^ INCLUDES FIGURES FOR SUB-CATEGORIES.

[^8]: ^\*\*^ INCLUDES FIGURES FOR SUB-CATEGORIES.

[^9]: ^\*\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY"
    COMPLAINTS ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY
    COMPLAINTS WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO,
    COMPLAINTS ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE
    SEPARATE CATEGORIES, ARE NOW INCLUDED IN THE "OTHER" CATEGORY.
    EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" WAS ADDED AS A NEW
    CATEGORY.

[^10]: ^\*^ COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED **5** OR
    MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
    AGAINST COMPAINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
    INCLUDED UNDER 'OTHER FOREIGN AIRLINES,' 'OTHER TOUR OPERATORS,'
    ETC.

[^11]: ^\*\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY"
    COMPLAINTS ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY
    COMPLAINTS WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO,
    COMPLAINTS ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE
    SEPARATE CATEGORIES, ARE NOW INCLUDED IN THE "OTHER" CATEGORY.
    EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" WAS ADDED AS A NEW
    CATEGORY.

    ^\*\*\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, COMPLAINTS
    AGAINST "CARGO COMPANIES" (FORMERLY A SEPARATE GROUPING) ARE
    INCLUDED WITH THE "MISCELLANEOUS" GROUPING.

[^12]: ^\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, COMPLAINTS AGAINST
    "CARGO COMPANIES" (FORMERLY A SEPARATE GROUPING) ARE INCLUDED WITH
    THE "MISCELLANEOUS" GROUPING.

[^13]: ^^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS
    ATTACHED.

[^14]: ^\*\*^ INCLUDES FIGURES FOR SUB-CATEGORIES.

[^15]: ^\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY"
    COMPLAINTS ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY
    COMPLAINTS WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO,
    COMPLAINTS ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE
    SEPARATE CATEGORIES, ARE NOW INCLUDED IN THE "OTHER" CATEGORY.
    EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" WAS ADDED AS A NEW
    CATEGORY.

[^16]: ^\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY"
    COMPLAINTS ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY
    COMPLAINTS WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO,
    COMPLAINTS ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE
    SEPARATE CATEGORIES, ARE NOW INCLUDED IN THE "OTHER" CATEGORY.
    EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" WAS ADDED AS A NEW
    CATEGORY.

[^17]: ^\*^ COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED **10** OR
    MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
    AGAINST COMPAINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
    INCLUDED UNDER 'OTHER FOREIGN AIRLINES,' 'OTHER TOUR OPERATORS,'
    ETC.

[^18]: ^\*\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY"
    COMPLAINTS ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY
    COMPLAINTS WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO,
    COMPLAINTS ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE
    SEPARATE CATEGORIES, ARE NOW INCLUDED IN THE "OTHER" CATEGORY.
    EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" IS ADDED AS A NEW
    CATEGORY.

    ^\*\*\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, COMPLAINTS
    AGAINST "CARGO COMPANIES" (FORMERLY A SEPARATE GROUPING) ARE
    INCLUDED WITH THE "MISCELLANEOUS" GROUPING.

[^19]: ^\*^ COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED **10** OR
    MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
    AGAINST COMPAINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
    INCLUDED UNDER 'OTHER FOREIGN AIRLINES,' 'OTHER TOUR OPERATORS,'
    ETC.

[^20]: ^\*\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY"
    COMPLAINTS ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY
    COMPLAINTS WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO,
    COMPLAINTS ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE
    SEPARATE CATEGORIES, ARE NOW INCLUDED IN THE "OTHER" CATEGORY.
    EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" IS ADDED AS A NEW
    CATEGORY.

    ^\*\*\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, COMPLAINTS
    AGAINST "CARGO COMPANIES" (FORMERLY A SEPARATE GROUPING) ARE
    INCLUDED WITH THE "MISCELLANEOUS" GROUPING.