+-------------------------------+--------------------------------------+
| ![](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:** **FEBRUARY 2002**            |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays December 2001            |
|                           | >                                        |
|                           | > 12 Months Ending December 2001         |
|                           | >                                        |
|                           | > Mishandled Baggage December 2001       |
|                           | >                                        |
|                           | > January-December 2001                  |
|                           | >                                        |
|                           | > Oversales 3rd Quarter 2001             |
|                           | >                                        |
|                           | > January-September 2001                 |
|                           | >                                        |
|                           | > Consumer Complaints December 2001      |
|                           | >                                        |
|                           | > (Includes Disability Complaints)       |
|                           | > January-December 2001                  |
+---------------------------+------------------------------------------+

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

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

**Section Page**

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

***Flight Delays***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

**Section Page**

***Mishandled Baggage***

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

**Ranking\--Month** \...\...\...\...\...\..........18

**Ranking\--YTD** \...\...\...\...\...\..........19

***Oversales***

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

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

**Ranking\--YTD** \...\...\...\...\...\..........22

***Consumer Complaints***

**Explanation** \...\...\...\...\...\..........23

**Complaint Tables 1-5 (Month)** \...\...\...\.....24

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

**Rankings, Table 6 (Month)** \...\...\...\.....29

**Complaint Tables 1-4 (YTD)** \...\...\...\.....30

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

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

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

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

**[INTRODUCTION]{.underline}**

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

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

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

NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA

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

![](media/image5.wmf)

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

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

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

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

In fulfilling DOT's data reporting requirements, the reporting air
carriers use automated and/or manual systems for collecting flight data.
Those using an automated system rely on the Aircraft Communication
Addressing and Reporting System (ACARS). Based on the latest information
available to DOT, of the 11 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 4 (American
Eagle, Continental, Delta and TWA) use a combination of ACARS and manual
reporting systems.

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

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

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

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

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

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

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

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

DECEMBER 2001

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER \*

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

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

NUMBER OF PERCENT OF NUMBER OF PERCENT OF

AIRPORTS ARRIVALS AIRPORTS ARRIVALS

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

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

AMERICA WEST S/ 26 86.2 50 86.6

CONTINENTAL S/ 30 82.7 78 82.9

AMERICAN S/ 32 82.8 98 82.7

DELTA S/ 32 82.1 109 81.7

US AIRWAYS S/ 27 81.0 70 80.8

AMERICAN EAGLE S/ 20 82.2 105 80.1

SOUTHWEST S/ 15 79.8 59 79.8

TRANS WORLD S/ 29 78.7 66 79.0

UNITED S/ 31 78.6 85 77.9

NORTHWEST S/ 32 77.7 111 77.2

ALASKA S/ 8 67.4 36 69.0

T O T A L 80.7 80.2

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

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

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

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

DECEMBER 2001

AIR TRAVEL CONSUMER REPORT

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

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

12 MONTHS

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

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

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

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

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

ALASKA 63.5 (12) 72.5 (11) 66.8 (12) 73.7 (11) 76.4 (12) 75.9 (11) 69.0
(11) 69.0 (11) 75.7 (9)

ALOHA 85.3 (1) 84.5 (1) 83.8 (1) 79.9 \-\-\-- 79.9 (11) \-\-\-- \--
\-\-\-- \-- 84.2 \-\-\-- 85.7 \-\-\--

AMERICA WEST 68.7 (10) 75.2 (9) 72.1 (7) 85.2 (3) 83.1 (8) 86.0 (5) 86.6
(1) 74.8 (8) 78.3 (5)

AMERICAN 73.7 (7) 77.9 (8) 71.1 (9) 81.8 (8) 80.0 (10) 82.7 (8) 82.7 (3)
75.9 (7) 78.7 (3)

AMERICAN EAGLE 63.7 (11) 70.1 (12) 69.8 (10) 81.6 (9) 83.2 (7) 81.4 (9)
80.1 (6) 71.0 (10) 71.0 (11)

CONTINENTAL 79.5 (2) 82.6 (3) 75.8 (5) 85.8 (2) 88.7 (2) 85.9 (6) 82.9
(2) 80.7 (3) 78.5 (4)

DELTA 73.2 (9) 78.9 (7) 75.2 (6) 86.2 (1) 90.1 (1) 86.7 (2) 81.7 (4)
78.0 (6) 77.4 (8)

NORTHWEST 79.1 (3) 80.9 (5) 76.9 (4) 82.3 (7) 84.5 (6) 85.6 (7) 77.2
(10) 79.7 (4) 79.7 (2)

SOUTHWEST 77.8 (4) 83.2 (2) 81.5 (2) 84.4 (5) 86.6 (3) 86.6 (4) 79.8 (7)
81.7 (1) 82.3 (1)

TRANS WORLD 76.1 (6) 82.4 (4) 81.1 (3) 84.0 (6) 85.3 (5) 87.5 (1) 79.0
(8) 80.8 (2) 78.0 (7)

UNITED 73.6 (8) 74.3 (10) 68.0 (11) 79.9 (10) 80.7 (9) 80.8 (10) 77.9
(9) 73.5 (9) 75.2 (10)

US AIRWAYS 77.3 (5) 80.3 (6) 72.0 (8) 84.6 (4) 86.6 (4) 86.7 (3) 80.8
(5) 78.2 (5) 78.1 (6)

TOTAL 74.5 78.7 74.2 83.2 84.8 84.7 80.2 77.4 78.2

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

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

data voluntarily each month from October 2000 through October 2001.
American Eagle reporting effective January 2001.

#  NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA

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

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

DECEMBER 2001

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

ATL BOS BWI CLT CVG DCA DEN DFW

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

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

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

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

AA 543 77.0 1107 87.9 356 78.4 151 88.7 90 92.2 561 83.8 658 84.8 11756
85.1

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

CO 387 74.2 546 88.5 280 83.6 25 84.0 H/ 327 88.1 346 78.0 382 80.9

DL 16541 80.9 1736 90.7 422 84.1 208 86.5 4809 87.7 1030 89.6 586 84.1
2891 85.2

HP 141 75.2 124 85.5 155 79.4 H/ H/ 93 92.5 207 82.6 170 85.3

MQ H/ 1817 82.9 310 71.6 94 62.8 145 73.1 130 83.1 H/ 5924 87.3

NW 467 67.7 440 73.6 324 66.0 146 79.5 54 55.6 384 70.3 372 63.2 418
72.7

TW 172 73.3 143 77.6 151 76.8 116 87.1 H/ 170 83.5 179 72.6 366 78.4

UA 526 74.9 859 86.7 443 78.3 92 87.0 123 78.0 300 84.7 6388 82.7 520
73.7

US 543 68.1 1835 88.3 1216 83.6 9055 82.2 H/ 1389 91.2 279 74.9 301 77.1

WN H/ H/ 3806 85.4 H/ H/ H/ H/ H/

TOTAL 19320 79.7 8607 86.5 7463 82.5 9887 82.3 5221 86.8 4384 86.9 9015
81.5 22728 84.9

ARRIVAL AIRPORT

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

DTW EWR FLL IAD IAH JFK LAS LAX

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

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

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

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

AA 428 85.3 757 82.4 490 86.5 480 82.7 462 83.8 1155 81.4 650 83.2 2475
82.4

AS H/ H/ H/ H/ H/ H/ 304 77.0 580 75.9

CO 255 82.4 4880 84.7 476 79.4 136 83.1 7902 84.6 H/ 400 73.5 610 74.1

DL 214 76.2 757 82.6 1080 81.1 543 81.2 244 72.1 734 90.3 644 74.7 1178
75.6

HP 124 82.3 179 83.8 62 67.7 H/ 162 84.0 155 81.9 2142 84.6 520 87.1

MQ 123 78.0 264 75.0 86 82.6 264 84.1 H/ 956 82.9 H/ 1836 95.0

NW 8645 82.1 449 73.3 215 57.7 320 80.3 366 69.9 124 70.2 326 59.2 469
65.0

TW 179 73.2 150 72.7 93 61.3 90 81.1 85 81.2 H/ 150 78.0 193 68.9

UA 241 76.8 622 80.5 83 73.5 1830 86.6 326 74.2 422 86.0 832 75.2 2900
80.0

US 390 74.6 456 81.6 618 72.8 310 87.4 302 66.2 H/ 153 67.3 330 62.4

WN 500 79.8 H/ 939 82.4 H/ 146 82.9 H/ 5047 75.1 3266 80.8

TOTAL 11099 81.4 8514 82.7 4142 78.6 3973 84.5 9995 82.8 3546 83.8 10648
76.9 14357 81.0

DECEMBER 2001

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

LGA MCO MDW MIA MSP ORD PDX PHL

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

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

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

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

AA 1340 92.2 705 82.4 109 89.0 2840 77.7 416 85.8 7785 82.0 173 76.3 594
77.9

AS H/ H/ H/ H/ H/ 31 54.8 1288 71.8 H/

CO 274 86.1 543 81.2 86 94.2 326 77.9 206 85.4 429 82.5 123 66.7 141
78.7

DL 1945 91.4 1668 85.4 91 90.1 310 64.8 307 82.4 621 74.4 430 69.8 533
79.0

HP H/ 96 79.2 H/ 62 75.8 140 76.4 241 84.2 186 89.2 142 88.7

MQ 724 82.5 214 91.6 H/ 744 91.9 H/ 4813 69.0 H/ 246 75.2

NW 512 81.4 448 64.7 350 73.7 251 59.0 9214 83.1 598 68.4 196 76.5 379
65.7

TW 185 84.9 185 74.6 H/ 126 65.1 258 79.8 291 68.0 60 60.0 152 86.2

UA 530 92.1 442 82.1 H/ 388 68.8 453 74.4 9603 81.4 769 73.5 521 78.9

US 1813 91.6 938 75.4 H/ 344 60.5 247 75.7 623 73.4 H/ 6482 77.9

WN H/ 1642 87.9 3289 86.1 H/ H/ H/ 965 69.3 H/

TOTAL 7323 89.7 6881 82.2 3925 85.3 5391 76.0 11241 82.5 25035 78.4 4190
72.2 9190 77.8

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 432 80.6 93 94.6 603 79.6 344 79.4 1084 66.6 161 77.6 126 81.0 415
84.1

AS 337 73.0 H/ 328 76.8 3176 62.6 491 61.9 H/ H/ H/

CO 308 84.7 77 94.8 217 65.0 300 80.0 363 63.1 96 71.9 98 83.7 425 81.6

DL 525 85.7 242 85.1 458 79.0 553 71.6 590 63.2 3825 75.5 184 87.5 1114
84.8

HP 5435 89.4 H/ 281 87.5 186 85.5 330 71.5 148 83.1 62 87.1 62 77.4

MQ H/ 357 75.6 738 95.1 H/ H/ H/ H/ 117 90.6

NW 385 63.6 157 78.3 186 64.0 421 78.1 307 50.8 104 54.8 329 73.3 382
66.8

TW 179 67.0 140 73.6 121 75.2 150 73.3 150 62.7 89 66.3 8482 80.7 145
79.3

UA 577 71.9 152 83.6 652 72.9 1108 70.8 4272 65.8 456 72.8 277 76.5 279
71.3

US 218 75.7 6965 84.5 216 76.9 217 87.1 303 57.1 H/ 247 76.9 826 69.9

WN 5222 78.6 H/ 2164 75.7 1088 73.4 H/ 1157 71.1 2081 78.0 1645 84.0

TOTAL 13618 82.3 8183 84.0 5964 78.4 7543 69.8 7890 64.6 6036 74.2 11886
80.0 5410 79.9

DECEMBER 2001

AIR TRAVEL CONSUMER REPORT

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

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 87.1 87.8 J/ 80.6 93.3 J/ J/ 88.1 89.2 90.4 J/ 86.7 93.4
90.5 94.7 89.6 93.3 77.4

700 - 759 AM 92.3 87.6 89.3 85.6 89.3 97.2 84.2 90.4 83.3 88.1 88.3 95.8
88.0 84.5 95.9 93.4 89.3 88.7

800 - 859 AM 86.5 84.3 84.4 86.5 90.9 88.3 85.7 91.6 86.1 91.4 90.3 89.0
84.1 63.3 89.0 93.9 89.5 90.1

900 - 959 AM 84.4 91.5 92.4 75.9 92.4 91.2 85.6 88.8 82.2 95.1 81.9 87.3
85.9 77.9 83.9 86.1 93.7 82.8

1000 - 1059 AM 84.5 88.6 86.7 82.6 94.0 87.5 82.2 87.5 84.0 92.0 80.9
84.9 85.5 83.6 78.6 81.8 92.2 86.1

1100 - 1159 AM 86.3 88.3 89.0 80.7 89.8 87.8 85.4 85.8 81.5 88.5 82.2
87.8 79.2 90.8 76.7 85.2 92.0 88.4

1200 - 1259 PM 87.3 90.2 88.2 81.4 90.2 87.2 88.4 86.8 87.2 87.4 83.1
90.1 86.0 100.0 81.0 80.7 90.3 81.6

100 - 159 PM 88.6 88.9 89.4 87.4 86.7 87.5 81.1 89.1 82.0 83.3 77.6 87.8
86.6 87.0 77.1 77.3 92.5 82.9

200 - 259 PM 81.9 87.3 90.8 82.8 94.6 91.4 79.7 85.0 81.3 86.8 84.1 88.4
83.1 89.0 73.8 79.9 90.6 83.8

300 - 359 PM 75.8 88.2 82.2 78.3 81.8 89.2 79.2 85.3 83.1 83.1 79.3 85.3
84.0 84.7 78.1 82.1 89.5 86.9

400 - 459 PM 71.2 87.4 75.8 81.9 80.6 84.3 82.0 84.7 80.8 81.0 74.7 80.9
79.9 89.3 66.9 80.6 91.2 80.8

500 - 559 PM 77.2 84.1 81.7 84.1 88.4 88.5 78.7 79.9 75.5 78.6 70.2 81.3
80.3 82.7 69.6 77.7 88.0 89.2

600 - 659 PM 77.8 79.7 76.6 81.2 83.9 82.3 77.3 81.8 77.9 79.2 77.8 81.6
79.5 76.4 73.1 79.8 86.6 77.2

700 - 759 PM 72.7 85.8 77.0 78.6 82.1 85.3 82.4 77.4 78.4 69.1 75.4 85.4
81.3 83.6 66.3 79.3 88.5 77.2

800 - 859 PM 71.9 84.0 76.8 81.9 74.6 83.6 73.0 77.7 80.0 75.2 72.7 86.7
80.4 82.6 70.4 78.1 86.6 77.0

900 - 959 PM 69.0 87.7 76.5 87.4 89.6 83.8 83.2 78.8 72.7 79.6 74.0 79.4
77.6 76.9 73.1 73.5 93.6 77.7

1000 - 1059 PM 75.7 84.2 77.7 84.1 78.9 J/ 77.2 82.4 77.0 80.0 77.1 77.8
84.3 69.7 76.1 72.2 85.6 77.3

1100 - 559 AM 82.2 84.4 82.7 85.8 88.1 J/ 80.7 83.4 83.5 85.3 78.4 83.1
76.4 83.2 81.9 78.6 86.1 78.8

TOTAL, ALL ARRIVALS,

BY AIRPORT 79.7 86.5 82.5 82.3 86.8 86.9 81.5 84.9 81.4 82.7 78.6 84.5
82.8 83.8 76.9 81.0 89.7 82.2

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 89.5 98.4 88.1 82.9 12.5 85.6 J/ 87.1 J/ 61.3 72.9 J/ 87.2
95.8 87.6

700 - 759 AM 91.6 96.8 87.3 80.9 92.3 85.3 94.4 87.0 95.7 91.4 82.6 75.5
83.4 83.0 86.9

800 - 859 AM 90.3 93.5 85.7 81.5 87.7 76.1 90.4 83.9 93.7 79.1 78.2 84.6
87.6 96.1 86.8

900 - 959 AM 92.1 82.0 81.7 79.7 88.1 79.4 89.4 91.5 86.7 75.0 78.0 81.8
87.5 76.2 84.7

1000 - 1059 AM 89.1 80.1 81.5 83.4 76.0 88.8 88.0 86.5 81.3 83.8 68.7
80.5 82.5 87.7 84.0

1100 - 1159 AM 90.2 69.2 83.1 83.4 80.6 87.3 86.1 98.8 84.3 73.7 59.6
78.7 81.5 83.0 83.3

1200 - 1259 PM 86.6 77.8 88.5 81.4 78.3 85.9 83.6 85.3 80.9 73.9 61.7
63.9 83.7 81.0 83.1

100 - 159 PM 85.8 70.9 86.0 81.2 83.9 82.2 84.5 84.0 82.4 73.0 61.7 74.7
77.9 83.3 83.4

200 - 259 PM 84.7 78.9 84.3 79.1 66.5 78.3 82.7 94.0 78.2 70.3 62.7 77.9
81.2 87.3 81.5

300 - 359 PM 85.3 80.7 81.4 77.2 59.8 74.6 78.8 88.7 76.9 60.7 67.2 75.4
79.4 84.8 80.5

400 - 459 PM 86.9 80.4 79.0 78.2 67.3 78.7 79.7 78.2 71.6 67.6 64.9 62.3
79.0 79.1 79.2

500 - 559 PM 78.4 66.4 80.1 77.7 65.2 76.6 78.6 85.6 77.3 62.8 57.6 77.4
76.1 81.5 78.2

600 - 659 PM 81.1 76.8 73.7 70.7 66.9 70.6 74.4 73.6 67.9 63.4 63.3 79.4
72.5 71.6 76.5

700 - 759 PM 80.2 62.0 82.0 70.4 64.1 69.4 79.6 79.8 66.0 68.5 63.8 70.8
76.5 71.7 75.9

800 - 859 PM 81.8 73.1 76.8 75.1 70.0 70.9 81.9 80.3 82.2 61.9 61.5 75.8
72.1 81.8 76.6

900 - 959 PM 80.0 60.7 80.8 78.7 64.4 75.0 78.3 82.5 61.1 64.7 53.7 62.7
79.5 71.4 75.9

1000 - 1059 PM 77.3 80.3 81.0 79.5 74.2 77.2 76.2 82.5 77.5 66.8 65.8
68.6 82.5 71.4 76.9

1100 - 559 AM 82.7 66.8 85.7 87.5 64.1 82.1 71.6 88.6 77.3 69.3 72.2
59.5 78.3 78.3 80.0

TOTAL, ALL ARRIVALS,

BY AIRPORT 85.3 76.0 82.5 78.4 72.2 77.8 82.3 84.0 78.4 69.8 64.6 74.2
80.0 79.9 80.7

DECEMBER 2001

AIR TRAVEL CONSUMER REPORT

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

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 93.5 87.0 83.9 92.9 87.9 91.8 94.6 93.3 79.4 88.5 95.0 85.9
95.0 51.6 95.8 94.9 91.0 96.0

700 - 759 AM 93.5 83.9 78.9 100.0 94.5 93.1 92.8 92.2 80.6 90.1 98.1
89.8 93.3 70.6 92.9 90.2 88.4 96.6

800 - 859 AM 91.4 83.3 80.8 83.1 86.8 91.5 91.9 90.0 81.8 88.7 95.8 89.1
93.7 72.2 92.5 90.1 89.2 93.6

900 - 959 AM 85.8 83.6 80.1 87.6 93.0 87.5 90.7 88.4 75.8 90.3 92.8 90.1
90.4 76.3 87.4 87.1 87.5 97.4

1000 - 1059 AM 87.9 87.5 83.0 75.9 94.4 92.0 80.9 87.1 71.7 90.1 88.9
93.4 87.6 76.9 76.9 82.9 93.5 90.6

1100 - 1159 AM 89.1 86.5 81.5 77.6 92.9 88.0 84.4 85.5 73.3 89.7 86.6
89.5 82.8 89.8 80.6 79.1 92.4 89.2

1200 - 1259 PM 90.5 86.4 77.7 79.9 88.8 92.3 85.3 85.7 75.4 91.2 85.8
91.7 86.2 72.4 77.5 82.7 91.2 84.9

100 - 159 PM 91.4 86.6 75.0 81.5 91.6 88.1 87.1 84.0 75.0 85.4 90.0 91.3
87.9 79.3 71.5 76.0 88.5 85.9

200 - 259 PM 88.3 85.6 78.7 78.0 87.9 90.4 83.8 82.3 60.8 84.0 82.2 84.3
78.7 81.8 73.4 74.0 87.8 85.4

300 - 359 PM 79.8 84.5 78.8 74.4 88.1 88.0 83.6 84.3 71.5 84.7 82.7 84.3
84.8 69.2 72.0 78.7 88.4 81.7

400 - 459 PM 76.1 86.7 72.4 79.1 84.9 87.3 82.7 77.8 76.5 81.4 83.5 86.4
91.7 85.1 72.7 80.0 88.0 89.6

500 - 559 PM 71.5 81.4 67.5 80.3 89.8 89.7 83.4 82.5 75.9 77.6 78.6 76.3
83.4 69.2 62.5 76.0 88.9 87.7

600 - 659 PM 75.4 78.5 77.6 75.6 81.0 88.2 77.0 76.3 58.7 75.1 81.6 83.8
81.9 67.3 68.2 78.7 84.5 88.9

700 - 759 PM 75.1 80.8 67.2 77.8 84.6 87.8 79.3 79.7 65.4 79.7 81.9 74.7
83.8 68.6 72.9 76.3 87.4 81.7

800 - 859 PM 74.2 91.4 77.1 82.2 84.2 91.9 87.0 77.8 75.9 70.6 81.5 90.4
83.7 78.6 61.4 73.4 85.7 83.9

900 - 959 PM 70.5 92.4 67.6 86.8 87.5 96.7 J/ 86.0 72.2 J/ 66.7 91.4
81.1 69.8 66.8 83.4 92.8 84.0

1000 - 1059 PM 71.2 J/ 90.5 88.8 94.8 J/ J/ 100.0 64.3 J/ J/ J/ 91.7
84.9 79.9 84.5 J/ J/

1100 - 559 AM 83.3 87.4 80.0 J/ J/ J/ 82.0 86.9 J/ 97.2 96.7 80.0 J/ J/
85.0 89.0 91.7 100.0

TOTAL, ALL DEPARTURES,

BY AIRPORT 82.5 84.6 77.0 81.2 88.5 90.0 85.0 84.4 73.8 85.0 86.9 85.7
86.2 73.7 78.6 82.4 89.0 89.4

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 90.6 86.3 83.9 92.6 88.9 92.2 95.6 90.8 93.9 89.9 89.2 91.5
94.2 97.5 90.7

700 - 759 AM 92.9 91.3 86.0 90.5 90.4 84.8 94.2 87.1 89.2 91.4 91.5 83.0
87.6 90.7 89.5

800 - 859 AM 82.4 90.7 85.7 85.2 88.3 77.5 88.8 89.7 91.3 86.9 83.9 81.0
86.6 92.8 87.1

900 - 959 AM 85.3 95.6 84.6 82.7 79.2 78.8 89.5 85.7 87.9 85.3 80.6 80.4
89.0 94.3 86.5

1000 - 1059 AM 82.4 92.1 78.5 82.6 89.4 81.0 82.3 91.2 82.7 78.4 79.0
84.2 83.6 89.4 83.8

1100 - 1159 AM 76.9 86.4 76.6 86.0 74.2 90.3 84.5 87.6 81.5 73.4 75.8
82.2 77.6 86.4 83.6

1200 - 1259 PM 77.5 78.3 85.1 81.5 74.8 87.3 76.8 98.7 79.7 72.3 68.6
74.2 82.8 83.2 82.4

100 - 159 PM 73.7 85.2 81.1 82.0 71.4 83.4 81.0 75.0 78.4 74.9 66.0 79.4
81.5 82.7 81.7

200 - 259 PM 68.1 79.1 79.1 78.9 82.6 79.3 77.7 82.2 77.3 73.5 73.7 79.1
76.4 78.1 80.6

300 - 359 PM 63.9 82.5 80.0 79.4 54.5 68.8 77.7 87.2 72.2 66.2 68.5 78.6
75.3 78.8 78.2

400 - 459 PM 70.8 76.1 80.7 77.7 55.3 78.6 71.9 84.2 74.2 71.5 80.5 78.1
76.6 74.2 79.2

500 - 559 PM 72.8 82.6 78.8 77.3 76.7 73.6 72.3 76.8 70.2 63.4 70.3 74.5
76.4 80.2 77.0

600 - 659 PM 73.2 78.5 74.3 73.0 71.3 72.2 75.7 84.3 69.3 63.4 71.8 84.3
67.8 84.2 75.6

700 - 759 PM 65.6 83.4 78.6 72.5 60.1 69.8 71.8 70.0 70.5 60.3 71.0 72.7
76.9 77.5 75.9

800 - 859 PM 72.8 84.9 74.5 74.2 53.0 77.8 76.1 82.6 76.6 59.8 60.2 76.5
70.8 74.8 76.7

900 - 959 PM 70.8 87.5 78.8 76.5 93.5 71.9 74.6 83.6 83.4 75.7 55.8 67.6
76.0 84.6 77.2

1000 - 1059 PM J/ 93.5 62.5 J/ 46.3 80.3 85.9 86.4 90.2 79.4 81.8 73.3
81.3 76.2 82.0

1100 - 559 AM 94.4 93.7 80.0 80.0 92.1 95.1 93.0 96.7 100.0 92.7 86.8 J/
J/ 93.3 88.1

TOTAL, ALL DEPARTURES,

BY AIRPORT 77.1 85.2 80.1 80.5 76.7 78.0 80.7 84.6 81.5 77.0 76.9 79.7
78.9 84.8 81.9

> DECEMBER 2001
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF
> THE TIME OR MORE
>
> NUMBER OF PERCENTAGE OF FLIGHT
>
> FLIGHT ORIGIN-DESTIN. SCHEDULED OPERATIONS OPERATIONS ARRIVING NO. OF
> MIN. LATE
>
> CARRIER NUMBER AIRPORTS DEPARTURE TIME REPORTED 15 MINUTES LATE OR
> MORE D/ AVERAGE MEDIAN
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> AA 1411 JFK-MIA 1802 17 100.00 57 37
>
> NW 1788 DTW-PHL 1725 15 86.67 42 33
>
> WN 1146 SAN-OAK 1955 29 82.76 37 24
>
> NW 1941 DTW-MCO 1915 15 80.00 57 42
>
> NW 996 DTW-MIA 2110 15 80.00 41 36
>
> NW 1189 DTW-MCI 1900 15 80.00 36 32
>
> DECEMBER 2001
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 6. NUMBER AND PERCENTAGE OF REGULARLY SCHEDULED FLIGHTS I/
>
> ARRIVING LATE 70% OF THE TIME OR MORE
>
> NUMBER OF REGULARLY SCHEDULED FLIGHTS
>
> REGULARLY SCHEDULED FLIGHTS LATE 70% OF THE TIME OR MORE D/
>
> FOR WHICH
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> CARRIER CARRIER REPORTED DATA NUMBER PERCENTAGE
>
> \-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-- \-\-\-\-\-\-\-\-\--
>
> ALASKA 396 5 1.3
>
> NORTHWEST 1,722 9 0.5
>
> AMERICAN EAGLE 1,199 3 0.3
>
> SOUTHWEST 2,740 6 0.2
>
> AMERICAN 1,694 3 0.2
>
> DELTA 2,038 3 0.1
>
> CONTINENTAL 951 1 0.1
>
> AMERICA WEST 493 0 0.0
>
> TRANS WORLD 550 0 0.0
>
> UNITED 1,491 0 0.0
>
> US AIRWAYS 1,579 0 0.0
>
> TOTAL 14,853 30 0.2
>
> DECEMBER 2001
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT
>
> PERCENT REPORTED PERCENT REPORTED
>
> ON-TIME OPERATIONS ON-TIME OPERATIONS
>
> CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> ABILENE, TX. (ABI) 84.0 91.0 200 200 DUTCH HARBOR, AK. (DUT) 44.3 36.1
> 61 61
>
> AGUADILLA, P.R. (BQN) 81.8 100.0 11 11 EAGLE, CO. (EGE) 60.6 84.2 160
> 158
>
> AKRON/CANTON, OH. (CAK) 100.0 74.2 31 31 EL PASO, TX. (ELP) 82.2 85.3
> 1,682 1,682
>
> ALBANY, N.Y. (ALB) 76.8 84.4 1,162 1,161 ERIE, PA. (ERI) 71.8 81.5 124
> 124
>
> ALBUQUERQUE, N.M. (ABQ) 82.8 82.6 2,905 2,910 EUGENE, OR. (EUG) 69.7
> 80.9 89 89
>
> ALLENTOWN, PA. (ABE) 82.5 93.0 211 213 EVANSVILLE, IN. (EVV) 66.7 79.7
> 138 138
>
> AMARILLO, TX. (AMA) 78.5 83.6 483 483 FAIRBANKS, AK. (FAI) 73.1 74.6
> 402 402
>
> ANCHORAGE, AK. (ANC) 67.3 76.0 1,494 1,493 FARGO, N.D. (FAR) 70.3 91.5
> 165 165
>
> ASHEVILLE, N.C. (AVL) 85.6 91.9 111 111 FAYETTEVILLE ARKANSAS REG
> (XNA) 73.9 81.3 387 390
>
> ATLANTA, GA. (ATL) 79.7 82.5 19,320 19,329 FLINT, MI. (FNT) 81.3 92.2
> 64 64
>
> AUSTIN, TX. (AUS) 82.4 88.5 3,087 3,088 FRESNO, CA. (FAT) 89.7 90.1
> 262 263
>
> BALTIMORE, MD. (BWI) 82.5 77.0 7,463 7,464 FT. LAUDERDALE, FL. (FLL)
> 78.6 86.9 4,142 4,140
>
> BANGOR, ME. (BGR) 77.5 84.2 191 190 FT. MYERS, FL. (RSW) 77.2 90.1
> 1,345 1,341
>
> BARROW, AK. (BRW) 85.0 80.0 60 60 FT. SMITH, AR. (FSM) 91.3 95.2 230
> 230
>
> BATON ROUGE, LA. (BTR) 77.2 86.2 347 349 FT. WAYNE, IN. (FWA) 73.7
> 82.8 209 209
>
> BEAUMONT/PORT ARTHUR, TX (BPT) 86.8 91.7 121 121 GRAND FORKS, N.D.
> (GFK) 73.9 94.3 69 70
>
> BETHEL, AK. (BET) 72.2 77.4 115 115 GRAND RAPIDS, MI. (GRR) 67.6 80.5
> 808 809
>
> BILLINGS, MT. (BIL) 72.9 93.0 229 229 GREAT FALLS, MT. (GTF) 75.8 89.2
> 186 185
>
> BIRMINGHAM, AL. (BHM) 83.6 86.3 1,412 1,411 GREEN BAY, WI. (GRB) 71.4
> 84.3 262 261
>
> BISMARCK, N.D. (BIS) 78.2 91.6 119 119 GREENSBORO/HIGH PT., N.C. (GSO)
> 81.2 87.9 873 873
>
> BLOOMINGTON, IL. (BMI) 65.2 75.3 89 89 GREENVILLE/SPARTBG., S.C. (GSP)
> 80.2 86.6 394 395
>
> BOISE, ID. (BOI) 75.3 79.3 895 895 GULFPORT/BILOXI, MS. (GPT) 67.7
> 93.5 31 31
>
> BOSTON, MA. (BOS) 86.5 84.6 8,607 8,601 GUNNISON, CO. (GUC) 73.5 93.9
> 34 33
>
> BOZEMAN, MT. (BZN) 67.6 87.0 139 138 HARLINGEN, TX. (HRL) 76.9 75.5
> 303 302
>
> BROWNSVILLE, TX. (BRO) 92.9 100.0 14 14 HARRISBURG, PA. (MDT) 83.7
> 90.7 442 442
>
> BUFFALO, N.Y. (BUF) 70.5 75.6 1,239 1,240 HARTFORD, CT./SPGFLD, MA.
> (BDL) 85.6 85.9 2,724 2,728
>
> BURBANK, CA. (BUR) 73.4 71.7 2,005 2,004 HELENA, MT. (HLN) 79.0 82.3
> 62 62
>
> BURLINGTON, VT. (BTV) 80.6 88.0 216 216 HONOLULU, OAHU, HI. (HNL) 58.6
> 84.0 829 830
>
> CEDAR RAPIDS/IOWA CTY,IA. (CID) 76.6 85.3 499 503 HOUSTON, TX. (HOU)
> 79.0 74.8 4,385 4,383
>
> CHAMPAIGN, IL. (CMI) 56.0 68.4 150 152 HOUSTON, TX. (IAH) 82.8 86.2
> 9,995 10,002
>
> CHARLESTON, S.C. (CHS) 83.8 90.4 394 394 HUNTSVILLE/DECATUR, AL. (HSV)
> 82.3 91.0 300 301
>
> CHARLOTTE, N.C. (CLT) 82.3 81.2 9,887 9,898 INDIANAPOLIS, IN. (IND)
> 80.6 84.6 2,802 2,799
>
> CHATTANOOGA, TN. (CHA) 71.4 83.3 84 84 INDIO/PALM SPRINGS, CA. (PSP)
> 84.0 88.8 605 605
>
> CHICAGO, IL. (MDW) 85.3 77.1 3,925 3,925 ISLIP/LONG IS., N.Y. (ISP)
> 88.0 88.8 809 810
>
> CHICAGO, IL. (ORD) 78.4 80.5 25,035 25,022 JACKSON/VICKSBURG, MS.
> (JAN) 81.1 85.6 577 575
>
> CINCINNATI, OH. (CVG) 86.8 88.5 5,221 5,222 JACKSON, WY. (JAC) 64.2
> 74.2 67 66
>
> CLEVELAND, OH. (CLE) 82.8 84.9 3,851 3,846 JACKSONVILLE, FL. (JAX)
> 81.3 88.0 1,959 1,961
>
> COLLEGE STATION, TX. (CLL) 87.1 96.7 209 209 JUNEAU, AK. (JNU) 67.8
> 61.8 304 304
>
> COLORADO SPRINGS, CO. (COS) 83.8 91.7 677 678 KAHULUI, MAUI, HI. (OGG)
> 55.8 78.8 344 344
>
> COLUMBIA, S.C. (CAE) 85.5 84.9 179 179 KALAMAZOO, MI. (AZO) 68.8 74.6
> 189 193
>
> COLUMBUS, OH. (CMH) 83.0 87.8 3,068 3,073 KALISPELL, MT. (FCA) 72.4
> 86.2 123 123
>
> CORDOVA, AK. (CDV) 73.3 84.7 60 59 KANSAS CITY, MO. (MCI) 82.1 85.2
> 4,553 4,559
>
> CORPUS CHRISTI, TX. (CRP) 70.4 76.6 334 338 KETCHIKAN, AK. (KTN) 59.8
> 69.0 184 184
>
> DALLAS/FT. WORTH, TX. (DAL) 81.7 77.3 3,381 3,377 KEY WEST, FL. (EYW)
> 92.3 94.8 155 155
>
> DALLAS/FT. WORTH, TX. (DFW) 84.9 84.4 22,728 22,715 KILLEEN, TX. (ILE)
> 82.0 86.2 228 232
>
> DAYTON, OH. (DAY) 82.6 89.0 789 791 KING SALMON, AK. (AKN) 58.3 58.3
> 12 12
>
> DAYTONA BEACH, FL. (DAB) 76.2 86.9 122 122 KNOXVILLE, TN. (TYS) 88.3
> 90.1 273 274
>
> DEADHORSE, AK. (SCC) 68.1 74.5 47 47 KODIAK, AK. (ADQ) 76.7 80.0 60 60
>
> DENVER, CO. (DEN) 81.5 85.0 9,015 9,018 KONA, HAWAII., HI. (KOA) 55.6
> 83.9 124 124
>
> DES MOINES, IA. (DSM) 77.9 87.9 675 680 KOTZEBUE, AK. (OTZ) 83.1 79.8
> 89 89
>
> DETROIT, MI. (DTW) 81.4 73.8 11,099 11,111 LA CROSSE, WI. (LSE) 67.3
> 78.0 159 159
>
> DILLINGHAM, AK. (DLG) 58.3 58.3 12 12 LAFAYETTE, LA. (LFT) 81.4 86.3
> 145 146
>
> DUBUQUE, IA. (DBQ) 77.5 80.2 89 91 LANSING, MI. (LAN) 73.7 89.9 228
> 228
>
> DULUTH, MN. (DLH) 60.6 81.7 142 142 LAREDO, TX. (LRD) 63.6 81.0 121
> 121
>
> DURANGO, CO. (DRO) 87.5 79.5 40 39 LAS VEGAS, NV. (LAS) 76.9 78.6
> 10,648 10,646
>
> DECEMBER 2001
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT
>
> PERCENT REPORTED PERCENT REPORTED
>
> ON-TIME OPERATIONS ON-TIME OPERATIONS
>
> CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> LAWTON, OK. (LAW) 87.7 94.6 204 205 RENO, NV. (RNO) 74.4 76.5 1,944
> 1,943
>
> LEXINGTON/FRKFT, KY. (LEX) 81.7 88.9 180 180 RICHMOND, VA. (RIC) 81.3
> 85.1 1,241 1,239
>
> LIHUE, KAUAI, HI. (LIH) 43.3 82.1 67 67 ROCHESTER, MN. (RST) 89.9 94.7
> 207 206
>
> LINCOLN, NE. (LNK) 73.1 89.3 26 28 ROCHESTER, N.Y. (ROC) 84.3 87.8 746
> 746
>
> LITTLE ROCK, AR. (LIT) 81.6 87.1 1,160 1,163 SACRAMENTO, CA. (SMF)
> 74.2 74.1 3,139 3,138
>
> LONG BEACH, CA. (LGB) 84.0 92.6 163 163 SAGINAW, MI. (MBS) 72.3 92.9
> 155 154
>
> LONGVIEW, TX. (GGG) 88.4 95.9 121 121 SALT LAKE CITY, UT. (SLC) 74.2
> 79.7 6,036 6,036
>
> LOS ANGELES, CA. (LAX) 81.0 82.4 14,357 14,356 SAN ANGELO, TX. (SJT)
> 88.4 96.0 173 173
>
> LOUISVILLE, KY. (SDF) 83.0 86.9 1,621 1,624 SAN ANTONIO, TX. (SAT)
> 80.1 86.7 2,947 2,950
>
> LUBBOCK, TX. (LBB) 79.2 83.2 600 600 SAN DIEGO, CA. (SAN) 78.4 81.5
> 5,964 5,969
>
> MADISON, WI. (MSN) 67.6 82.5 484 486 SAN FRANCISCO, CA. (OAK) 70.5
> 67.4 4,663 4,665
>
> MANCHESTER, N.H. (MHT) 83.5 86.6 1,264 1,265 SAN FRANCISCO, CA. (SFO)
> 64.6 76.9 7,890 7,899
>
> MARQUETTE, MI. (MQT) 56.7 83.9 30 31 SAN JOSE, CA. (SJC) 75.2 77.3
> 4,975 4,980
>
> MAYAGUEZ, P.R. (MAZ) 51.6 72.6 31 62 SAN JUAN, P.R. (SJU) 77.0 85.1
> 2,377 2,342
>
> MEDFORD, OR. (MFR) 70.3 73.6 91 91 SAN LUIS OBISPO, CA. (SBP) 92.1
> 91.1 191 192
>
> MELBOURNE, FL. (MLB) 78.7 91.0 122 122 SANTA BARBARA, CA. (SBA) 97.2
> 97.5 281 281
>
> MEMPHIS, TN. (MEM) 82.9 83.3 3,726 3,728 SARASOTA/BRAD., FL. (SRQ)
> 77.3 87.4 335 334
>
> MIAMI, FL. (MIA) 76.0 85.2 5,391 5,387 SAVANNAH, GA. (SAV) 77.0 86.7
> 487 488
>
> MIDLAND/ODESSA, TX. (MAF) 83.0 88.2 576 578 SCRANTON/WILKES-BARRE,PA.
> (AVP) 87.1 93.5 124 124
>
> MILWAUKEE, WI. (MKE) 78.2 88.0 1,343 1,343 SEATTLE, WA. (SEA) 69.8
> 77.0 7,543 7,542
>
> MINNEAPLS/ST.P, MN. (MSP) 82.5 80.1 11,241 11,253 SHREVEPORT, LA.
> (SHV) 87.4 90.4 366 366
>
> MINOT, N.D. (MOT) 73.1 88.2 93 93 SIOUX FALLS, S.D. (FSD) 75.2 84.9
> 141 146
>
> MISSION/MCALLEN, TX. (MFE) 79.7 87.4 222 223 SITKA, AK. (SIT) 56.5
> 72.8 92 92
>
> MISSOULA, MT. (MSO) 74.1 85.8 170 169 SOUTH BEND, IN. (SBN) 87.5 87.5
> 24 24
>
> MOBILE,AL./PASCAGOULA,MS. (MOB) 82.9 88.4 181 181 SPOKANE, WA. (GEG)
> 71.8 78.1 987 987
>
> MOLINE, IL. (MLI) 85.1 84.1 148 151 SPRINGFIELD, MO. (SGF) 84.4 92.2
> 359 360
>
> MONROE, LA. (MLU) 85.7 90.1 91 91 ST. CROIX, V.I. (STX) 81.3 84.5 155
> 155
>
> MONTEREY, CA. (MRY) 91.0 90.4 144 146 ST. LOUIS, MO. (STL) 80.0 78.9
> 11,886 11,754
>
> MONTROSE, CO. (MTJ) 78.0 89.8 50 49 ST. THOMAS, V.I. (STT) 76.9 87.2
> 446 446
>
> MYRTLE BEACH, S.C. (MYR) 82.3 92.8 237 237 STEAMBOAT SPRINGS, CO.
> (HDN) 78.4 87.5 97 96
>
> NASHVILLE, TN. (BNA) 83.3 84.5 4,299 4,297 SYRACUSE, N.Y. (SYR) 84.2
> 91.4 778 779
>
> NEW ORLEANS, LA. (MSY) 80.2 85.6 3,943 3,945 TALLAHASSEE, FL. (TLH)
> 75.6 90.0 90 90
>
> NEW YORK, N.Y. (JFK) 83.8 73.7 3,546 3,550 TAMPA, FL. (TPA) 79.9 84.8
> 5,410 5,409
>
> NEW YORK, N.Y. (LGA) 89.7 89.0 7,323 7,323 TEXARKANA, AR. (TXK) 85.0
> 90.7 140 140
>
> NEWARK, N.J. (EWR) 82.7 85.0 8,514 8,524 TOLEDO, OH. (TOL) 71.4 82.5
> 154 154
>
> NEWBURGH, N.Y. (SWF) 73.0 85.2 89 88 TRAVERSE CITY, MI. (TVC) 69.0
> 88.4 155 155
>
> NOME, AK. (OME) 73.0 79.8 89 89 TUCSON, AZ. (TUS) 81.0 86.0 1,369
> 1,373
>
> NORFOLK/VA. BEACH, VA. (ORF) 83.2 87.5 1,604 1,602 TULSA, OK. (TUL)
> 80.4 86.6 1,677 1,679
>
> OKLAHOMA CITY, OK. (OKC) 79.5 84.5 1,627 1,634 TYLER, TX. (TYR) 86.8
> 94.6 243 242
>
> OMAHA, NE. (OMA) 78.6 85.1 1,419 1,427 VALPARAISO, FL. (VPS) 81.5 90.2
> 184 184
>
> ONTARIO, CA. (ONT) 78.4 79.8 2,650 2,652 WACO, TX. (ACT) 89.2 96.1 176
> 179
>
> ORANGE COUNTY, CA. (SNA) 77.8 80.6 3,263 3,266 WASHINGTON, D.C. (DCA)
> 86.9 90.0 4,384 4,382
>
> ORLANDO, FL. (MCO) 82.2 89.4 6,881 6,882 WASHINGTON, D.C. (IAD) 84.5
> 85.7 3,973 3,970
>
> PASCO, WA. (PSC) 64.5 90.3 62 62 WEST PALM BEACH, FL. (PBI) 81.0 88.0
> 2,038 2,039
>
> PENSACOLA, FL. (PNS) 75.0 87.8 360 361 WHITE PLAINS, N.Y. (HPN) 83.3
> 84.0 474 474
>
> PEORIA, IL. (PIA) 75.6 84.7 123 124 WICHITA FALLS, TX. (SPS) 88.0 87.8
> 142 147
>
> PETERSBURG, AK. (PSG) 53.3 51.7 60 60 WICHITA, KS. (ICT) 81.7 91.8 531
> 535
>
> PHILADELPHIA, PA. (PHL) 77.8 78.0 9,190 9,191 WILMINGTON, N.C. (ILM)
> 83.3 90.3 186 186
>
> PHOENIX, AZ. (PHX) 82.3 80.7 13,618 13,616 WORCESTER, MA. (ORH) 69.4
> 82.3 62 62
>
> PITTSBURGH, PA. (PIT) 84.0 84.6 8,183 8,186 WRANGELL, AK. (WRG) 51.7
> 53.3 60 60
>
> PORTLAND, ME. (PWM) 83.9 84.5 614 614 YAKUTAT, AK. (YAK) 66.1 81.7 59
> 60
>
> PORTLAND, OR. (PDX) 72.2 76.7 4,190 4,189
>
> PROVIDENCE, R.I. (PVD) 85.7 86.7 2,151 2,149
>
> RALEIGH/DURHAM, N.C. (RDU) 82.0 82.0 3,672 3,670
>
> RAPID CITY, S.D. (RAP) 70.8 90.5 106 105

DECEMBER 2001

AIR TRAVEL CONSUMER REPORT

TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS

BY CARRIER

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

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

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

AIRPORTS OPERATIONS OPERATIONS OPERATIONS AIRPORTS OPERATIONS OPERATIONS
OPERATIONS

CARRIER A/ REPORTED SCHEDULED CANCELLED CANCELLED REPORTED SCHEDULED
CANCELLED CANCELLED

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

AMERICAN EAGLE S/ 20 19860 449 2.3 105 35082 931 2.7

US AIRWAYS S/ 27 36623 784 2.1 70 47689 1062 2.2

ALASKA S/ 8 6535 54 0.8 36 11983 183 1.5

NORTHWEST S/ 32 27748 296 1.1 111 40279 430 1.1

SOUTHWEST S/ 15 32953 295 0.9 59 76830 689 0.9

DELTA S/ 32 47015 277 0.6 109 61728 418 0.7

AMERICA WEST S/ 26 11606 67 0.6 50 14828 98 0.7

UNITED S/ 31 36984 215 0.6 85 44676 262 0.6

TRANS WORLD S/ 29 12874 39 0.3 66 16905 61 0.4

AMERICAN S/ 32 39342 90 0.2 98 52121 138 0.3

CONTINENTAL S/ 30 20971 44 0.2 78 27748 61 0.2

T O T A L 292,511 2,610 0.9 429,869 4,333 1.0

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

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

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

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

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

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

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

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

**H** Carrier did not serve airport.

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

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

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

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

**V** Carrier reported data voluntarily.

**[APPENDIX]{.underline}**

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

+--------+------------------------------+------------------------------+
|        | **[Airports Covered by the   | > **[Air Carriers Required   |
|        | Rule]{.underline}**          | > to Report]{.underline}**   |
|        |                              | >                            |
|        | Atlanta. Hartsfield ATL      | > **[Data to DOT and to CRS  |
|        |                              | > Vendors]{.underline}**     |
|        | Baltimore/Washington         | >                            |
|        | International BWI            | > AS Alaska Airlines         |
|        |                              | >                            |
|        | Boston. Logan International  | > HP America West Airlines   |
|        | BOS                          | >                            |
|        |                              | > AA American Airlines       |
|        | Charlotte. Douglas CLT       | >                            |
|        |                              | > AAX American Eagle         |
|        | Chicago. O\'Hare ORD         | > Airlines                   |
|        |                              | >                            |
|        | Cincinnati. Greater          | > CO Continental Airlines    |
|        | Cincinnati CVG               | >                            |
|        |                              | > DL Delta Air Lines         |
|        | Dallas-Fort Worth            | >                            |
|        | International DFW            | > NW Northwest Airlines      |
|        |                              | >                            |
|        | Denver International DEN     | > WN Southwest Airlines      |
|        |                              | >                            |
|        | Detroit. Metro Wayne County  | > TW Trans World Airlines    |
|        | DTW                          | >                            |
|        |                              | > UA United Airlines         |
|        | Houston. George Bush IAH     | >                            |
|        |                              | > US US Airways              |
|        | Las Vegas. McCarran          |                              |
|        | International LAS            | ![](media/image7.wmf){       |
|        |                              | width="2.6194444444444445in" |
|        | Los Angeles International    | he                           |
|        | LAX                          | ight="0.6347222222222222in"} |
|        |                              |                              |
|        | 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

***DECEMBER***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             | *   |       |       |   | **   |        |       |
|   |             | *DE |       |       |   | DECE |        |       |
|   |             | CEM |       |       |   | MBER |        |       |
|   |             | BER |       |       |   | 20   |        |       |
|   |             | 200 |       |       |   | 00** |        |       |
|   |             | 1** |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| # | ####        | *   | **ENP | *     |   | **T  | **EN   | *     |
| # | ### AIRLINE | *TO | LANED | *REPO |   | OTAL | PLANED | *REPO |
| # |             | TAL | PA    | RTS** |   | BAG  | PASSEN | RTS** |
| # |             | B   | SSENG |       |   | GAGE | GERS** |       |
| # |             | AGG | ERS** | **PER |   | R    |        | **PER |
| # |             | AGE |       | 1,000 |   | EPOR |        | 1,000 |
| # |             | REP |       | PA    |   | TS** |        | PA    |
|   |             | ORT |       | SSENG |   |      |        | SSENG |
| R |             | S** |       | ERS** |   |      |        | ERS** |
| A |             |     |       |       |   |      |        |       |
| N |             |     |       |       |   |      |        |       |
| K |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | US AIRWAYS  | 10, | 3,55  | **3   |   | 27   | 4,7    | **5   |
|   |             | 886 | 4,993 | .06** |   | ,394 | 12,098 | .81** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 2 | ALASKA      | 3,  | 91    | **3   |   | 4    | 1,0    | **4   |
|   | AIRLINES    | 114 | 5,614 | .40** |   | ,762 | 03,007 | .75** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 3 | AMERICA     | 5,  | 1,37  | **4   |   | 10   | 1,6    | **6   |
|   | WEST        | 760 | 3,350 | .19** |   | ,372 | 05,346 | .46** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 4 | DELTA AIR   | 28, | 6,55  | **4   |   | 56   | 7,4    | **7   |
|   | LINES       | 535 | 0,444 | .36** |   | ,735 | 55,361 | .61** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 5 | CONTINENTAL | 12, | 2,79  | **4   |   | 22   | 2,9    | **7   |
|   | AIRLINES    | 480 | 3,501 | .47** |   | ,503 | 87,149 | .53** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 6 | SOUTHWEST   | 28, | 5,76  | **4   |   | 49   | 5,9    | **8   |
|   | AIRLINES    | 514 | 6,560 | .94** |   | ,760 | 16,878 | .41** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 7 | AMERICAN    | 26, | 4,93  | **5   |   | 45   | 5,2    | **8   |
|   | AIRLINES    | 359 | 2,231 | .34** |   | ,909 | 43,155 | .76** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 8 | UNITED      | 25, | 4,54  | **5   |   | 49   | 5,7    | **8   |
|   | AIRLINES    | 223 | 8,013 | .55** |   | ,839 | 24,039 | .71** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 9 | NORTHWEST   | 19, | 3,45  | **5   |   | 37   | 3,7    | **10  |
|   | AIRLINES    | 823 | 5,941 | .74** |   | ,232 | 22,437 | .00** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | AMERICAN    | 11, | 85    | **13  |   | \*   | \*     | *     |
| 0 | EAGLE       | 421 | 0,038 | .44** |   |      |        | *\*** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | TRANS WORLD | 18, | 1,26  | **14  |   | 19   | 1,8    | **10  |
| 1 | AIRLINES    | 226 | 3,595 | .42** |   | ,950 | 25,588 | .93** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   | TOTALS      | 1   | 36,00 | **5   |   | 324  | 40,1   | **8   |
|   |             | 90, | 4,280 | .29** |   | ,456 | 95,058 | .07** |
|   |             | 341 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+

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

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY TO DECEMBER***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             | **J |       |       |   | *    |        |       |
|   |             | ANU |       |       |   | *JAN |        |       |
|   |             | ARY |       |       |   | UARY |        |       |
|   |             | TO  |       |       |   | TO   |        |       |
|   |             | DE  |       |       |   | DECE |        |       |
|   |             | CEM |       |       |   | MBER |        |       |
|   |             | BER |       |       |   | 20   |        |       |
|   |             | 200 |       |       |   | 00** |        |       |
|   |             | 1** |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| # | ####        | *   | **ENP | *     |   | **T  | **EN   | *     |
| # | ### AIRLINE | *TO | LANED | *REPO |   | OTAL | PLANED | *REPO |
| # |             | TAL | PA    | RTS** |   | BAG  | PASSEN | RTS** |
| # |             | B   | SSENG |       |   | GAGE | GERS** |       |
| # |             | AGG | ERS** | **PER |   | R    |        | **PER |
| # |             | AGE |       | 1,000 |   | EPOR |        | 1,000 |
| # |             | REP |       | PA    |   | TS** |        | PA    |
|   |             | ORT |       | SSENG |   |      |        | SSENG |
| R |             | S** |       | ERS** |   |      |        | ERS** |
| A |             |     |       |       |   |      |        |       |
| N |             |     |       |       |   |      |        |       |
| K |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | ALASKA      | 34, | 11,67 | **3   |   | 41   | 11,8   | **3   |
|   | AIRLINES    | 988 | 7,193 | .00** |   | ,331 | 75,197 | .48** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 2 | US AIRWAYS  | 2   | 51,99 | **3   |   | 273  | 57,4   | **4   |
|   |             | 00, | 0,955 | .86** |   | ,327 | 77,496 | .76** |
|   |             | 896 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 3 | DELTA AIR   | 3   | 86,92 | **4   |   | 454  | 101,2  | **4   |
|   | LINES       | 57, | 7,813 | .11** |   | ,730 | 07,498 | .49** |
|   |             | 429 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 4 | NORTHWEST   | 1   | 45,40 | **4   |   | 254  | 48,5   | **5   |
|   | AIRLINES    | 90, | 3,924 | .19** |   | ,767 | 73,356 | .24** |
|   |             | 139 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 5 | AMERICA     | 81, | 19,27 | **4   |   | 128  | 19,4   | **6   |
|   | WEST        | 254 | 2,838 | .22** |   | ,783 | 56,960 | .62** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 6 | CONTINENTAL | 1   | 36,14 | **4   |   | 196  | 36,6   | **5   |
|   | AIRLINES    | 55, | 6,307 | .29** |   | ,332 | 95,355 | .35** |
|   |             | 127 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 7 | AMERICAN    | 2   | 63,98 | **4   |   | 382  | 69,6   | **5   |
|   | AIRLINES    | 94, | 7,895 | .60** |   | ,986 | 78,100 | .50** |
|   |             | 110 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 8 | SOUTHWEST   | 3   | 73,49 | **4   |   | 362  | 72,5   | **5   |
|   | AIRLINES    | 50, | 4,713 | .77** |   | ,666 | 68,342 | .00** |
|   |             | 712 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 9 | UNITED      | 3   | 67,72 | **5   |   | 489  | 74,4   | **6   |
|   | AIRLINES    | 43, | 2,438 | .07** |   | ,138 | 50,897 | .57** |
|   |             | 485 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | TRANS WORLD | 1   | 20,44 | **6   |   | 154  | 25,4   | **6   |
| 0 | AIRLINES    | 29, | 2,249 | .35** |   | ,403 | 83,375 | .06** |
|   |             | 910 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | AMERICAN    | 83, | 11,30 | **7   |   | \*   | \*     | *     |
| 1 | EAGLE       | 253 | 8,947 | .36** |   |      |        | *\*** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   | TOTALS      | 2,2 | 4     | **4   |   | 2    | 517,4  | **5   |
|   |             | 21, | 88,37 | .55** |   | ,738 | 66,576 | .29** |
|   |             | 303 | 5,272 |       |   | ,463 |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+

NOTE: The September 2001 data included in the January-December 2001
rankings are based on domestic enplanements and mishandled baggage
reports submitted by the carriers for the first 10 days of September
only. As a result of the tragic events of September 11, most carrier
operations were significantly and adversely affected, in large measure
due to the cancellation of carrier operations for several days by
government order.

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

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

**[OVERSALES]{.underline}**

This section furnishes data on the number of passengers who hold
confirmed reservations and are denied boarding (\"bumped\") from a
flight because it is oversold. These figures include only passengers
whose oversold flight departs without them; they do not include
passengers affected by cancelled, delayed or diverted flights.

The report includes U.S. airlines that have at least one percent of
total domestic scheduled-service passenger revenues (see footnote on
chart for details). It provides system data for scheduled passenger
service on domestic flights and data on international flight segments
that originate in the United States. Information is displayed for the
latest available quarter and for the year to date, for the current
period and for the same period in the previous year. The data are
reported quarterly to DOT's Bureau of Transportation Statistics (Office
of Airline Information). The reporting requirement is found in 14 C.F.R.
250.10.

These tables give information by carrier on the number of passengers
bumped involuntarily and on the number who voluntarily gave up their
seat on an oversold flight in exchange for compensation. Also shown is
the rate of involuntary denied boardings per 10,000 passengers. This
rate determines the order in which carriers are listed; the airline with
the lowest rate appears first. The number and rate of involuntary denied
boardings include both passengers who received denied boarding
compensation and passengers who did not qualify for compensation because
of one of the exceptions in the oversales rule. There are three
exceptions: 1) passenger accommodated on another flight scheduled to
arrive within one hour of the original flight; 2) passenger fails to
comply with ticketing, check-in or reconfirmation procedures; and 3)
aircraft of smaller capacity is substituted. Totals appear at the end of
each table.

The enplanement figures that are used to calculate the involuntary
denied boarding rate do not include \"shuttle\" service on which
reservations are not offered, nor do they include inbound international
service, since the rule does not apply to these flights.

![](media/image9.wmf){width="1.636111111111111in"
height="1.3097222222222222in"}

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JULY-SEPTEMBER***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **JULY-SEPTEMBER                                                   **JULY-SEPTEMBER                                  
                          2001**                                                             2000**                                            

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

                          Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                               

  1      ***US AIRWAYS*** 18,038                229           13,400,761    **0.17**         19,166                559           15,116,844    **0.37**

                                                                                                                                               

  2      ***AMERICA WEST  10,586                109           5,140,026     **0.21**         14,507                376           5,314,934     **0.71**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  3      ***NORTHWEST     13,057                320           12,837,481    **0.25**         24,102                602           14,354,388    **0.42**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  4      ***AMERICAN      30,515                664           18,076,630    **0.37**         47,289                634           20,643,034    **0.31**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  5      ***CONTINENTAL   15,394                531           9,548,608     **0.56**         12,538                1,922         10,299,565    **1.87**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  6      ***DELTA AIR     29,534                1,420         21,724,341    **0.65**         55,339                662           26,293,384    **0.25**
         LINES***                                                                                                                              

                                                                                                                                               

  7      ***UNITED        35,377                1,532         17,933,795    **0.85**         25,452                2,531         19,507,333    **1.30**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  8      ***AMERICAN      265                   37            410,087       **0.90**         859                   206           583,095       **3.53**
         EAGLE                                                                                                                                 
         AIRLINES***                                                                                                                           

                                                                                                                                               

  9      ***ALASKA        8,787                 490           3,740,709     **1.31**         8,147                 481           3,652,675     **1.32**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  10     ***SOUTHWEST     19,871                2,694         18,564,869    **1.45**         18,379                3,220         18,821,145    **1.71**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  11     ***TRANS WORLD   7,714                 870           5,111,512     **1.70**         19,717                2,754         7,127,292     **3.86**
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     189,138               8,896         126,488,819   **0.70**         245,495               13,947        141,713,689   **0.98**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY-SEPTEMBER***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **JANUARY-SEPTEMBER                                                **JANUARY-SEPTEMBER                               
                          2001**                                                             2000**                                            

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

                          Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                               

  1      ***US AIRWAYS*** 65,589                1,357         43,258,363    **0.31**         65,909                2,846         42,471,549    **0.67**

                                                                                                                                               

  2      ***AMERICAN      103,966               1,937         55,466,583    **0.35**         168,262               2,624         59,663,773    **0.44**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  3      ***AMERICA WEST  40,010                604           15,622,332    **0.39**         46,888                1,941         15,321,997    **1.27**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  4      ***NORTHWEST     58,054                1,557         38,495,416    **0.40**         82,574                1,739         40,374,668    **0.43**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  5      ***DELTA AIR     135,690               4,544         69,750,219    **0.65**         172,546               2,675         77,988,654    **0.34**
         LINES***                                                                                                                              

                                                                                                                                               

  6      ***CONTINENTAL   54,383                2,599         29,749,486    **0.87**         47,828                4,356         30,294,940    **1.44**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  7      ***UNITED        120,191               5,499         54,721,034    **1.00**         91,362                9,643         58,805,953    **1.64**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  8      ***ALASKA        25,922                1,567         10,624,014    **1.47**         26,620                1,572         10,244,180    **1.53**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  9      ***SOUTHWEST     63,289                9,215         56,439,110    **1.63**         68,628                9,975         54,066,772    **1.84**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  10     ***AMERICAN      1,463                 270           1,433,495     **1.88**         2,469                 648           1,734,291     **3.74**
         EAGLE                                                                                                                                 
         AIRLINES***                                                                                                                           

                                                                                                                                               

  11     ***TRANS WORLD   30,440                3,303         16,413,933    **2.01**         54,774                6,207         19,933,218    **3.11**
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     698,997               32,452        391,973,985   **0.83**         827,860               44,226        410,899,995   **1.08**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

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

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

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

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

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

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

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

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

TABLE 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

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

                  COMPLAINTS   OPINIONS   COMPLIMENTS   INFO          COMPLAINTS   OPINIONS   COMPLIMENTS   INFO
                                                        REQUESTS                                            REQUESTS

                                                                                                            

  U.S. AIRLINES   433          28         1             27            1,077        36         9             30

  FOREIGN         79           0          0             0             173          1          0             1
  AIRLINES                                                                                                  

  TRAVEL AGENTS   29           0          0             0             14           0          0             0

  TOUR OPERATORS  7            0          0             0             3            0          0             0

  MISCELLANEOUS   10           2          0             4             20           6          0             7

  INDUSTRY TOTALS 558          30         1             31            1,287        43         9             38
  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------

DURING THE MONTH OF DECEMBER 2001, U.S. GOVERNMENT OFFICES IN THE
WASHINGTON, D.C. AREA EXPERIENCED MAIL DELIVERY PROBLEMS WHICH MAY HAVE
AFFECTED THE COMPLAINT TOTALS.

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^5]

  ----------------------- ----------------------- ------------------------------------------------ ---------------------------- -- ----------------------- ------------------------------ ----------------------------
                          DECEMBER 2001                                                                                            DECEMBER 2000                                          

                                                                                                                                                                                          

  [COMPLAINT              [RANKING]{.underline}   [COMPLAINTS]{.underline}[^6]^[\*]{.underline}^   [SUB-CATEGORY]{.underline}      [RANKING]{.underline}   [COMPLAINTS\*\*]{.underline}   [SUB-CATEGORY]{.underline}
  CATEGORY]{.underline}                                                                                                                                                                   

                                                                                                                                                                                          

  CUSTOMER SERVICE        1                       118                                                                              2                       229                            

                                                                                                                                                                                          

  FLIGHT PROBLEMS         2                       116                                                                              1                       472                            

  CANCELLATIONS                                                                                    48                                                                                     198

  DELAYS                                                                                           29                                                                                     132

  MISCONNECTIONS                                                                                   7                                                                                      27

                                                                                                                                                                                          

  REFUNDS                 3                       87                                                                               5                       81                             

                                                                                                                                                                                          

  BAGGAGE                 4                       86                                                                               3                       205                            

                                                                                                                                                                                          

  RES/TKTG/BOARDING       5                       59                                                                               4                       129                            

                                                                                                                                                                                          

  FARES                   6                       33                                                                               7                       41                             

                                                                                                                                                                                          

  OVERSALES               7                       21                                                                               8                       38                             

                                                                                                                                                                                          

  DISABILITY              8                       20                                                                               9                       37                             

                                                                                                                                                                                          

  ADVERTISING             9                       8                                                                                10                      2                              

                                                                                                                                                                                          

  OTHER                   10                      8                                                                                6                       51                             

  FREQUENT FLYER                                                                                   4                                                                                      21

                                                                                                                                                                                          

  ANIMALS                 11                      1                                                                                11                      1                              

                                                                                                                                                                                          

  TOURS OR CHARTERS       12                      1                                                                                12                      1                              

                                                                                                                                                                                          

  COMPLAINT TOTAL                                 558                                                                                                      1,287                          
  ----------------------- ----------------------- ------------------------------------------------ ---------------------------- -- ----------------------- ------------------------------ ----------------------------

DURING THE MONTH OF DECEMBER 2001, U.S. GOVERNMENT OFFICES IN THE
WASHINGTON, D.C. AREA EXPERIENCED MAIL DELIVERY PROBLEMS WHICH MAY HAVE
AFFECTED THE COMPLAINT TOTALS.

TABLE 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^7]

DECEMBER 2001

<table style="width:100%;">
<colgroup>
<col style="width: 19%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 7%" />
<col style="width: 4%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 4%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 6%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a><sup>*</sup></p>
<p>ALPHABETICAL</p></td>
<td>FLIGHT PROBLEMS</td>
<td>OVER-SALES</td>
<td>RES/TKTG/BOARDING</td>
<td>FARES</td>
<td>REFUNDS</td>
<td>BAGGAGE</td>
<td>CUSTOMER SERVICE</td>
<td>DIS-ABILITY</td>
<td>ADVER-TISING</td>
<td>TOURS</td>
<td>ANIMALS</td>
<td>OTHER</td>
<td>TOTAL</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIRTRAN AIRWAYS</td>
<td>4</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>10</td>
</tr>
<tr class="even">
<td>AMERICA WEST AIRLINES</td>
<td>6</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>3</td>
<td>4</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>22</td>
</tr>
<tr class="odd">
<td>AMERICAN AIRLINES</td>
<td>8</td>
<td>0</td>
<td>3</td>
<td>5</td>
<td>10</td>
<td>16</td>
<td>11</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>55</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>1</td>
<td>0</td>
<td>3</td>
<td>1</td>
<td>1</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>10</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>2</td>
<td>1</td>
<td>3</td>
<td>1</td>
<td>4</td>
<td>3</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>19</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>16</td>
<td>3</td>
<td>8</td>
<td>9</td>
<td>10</td>
<td>3</td>
<td>11</td>
<td>5</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>69</td>
</tr>
<tr class="odd">
<td>HAWAIIAN AIRLINES</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>8</td>
</tr>
<tr class="even">
<td>NATIONAL AIRLINES</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>9</td>
<td>2</td>
<td>5</td>
<td>2</td>
<td>3</td>
<td>5</td>
<td>10</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>41</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>12</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>19</td>
</tr>
<tr class="odd">
<td>SUN COUNTRY AIRLINES</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>9</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>16</td>
<td>3</td>
<td>12</td>
<td>7</td>
<td>7</td>
<td>12</td>
<td>22</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>81</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>9</td>
<td>2</td>
<td>4</td>
<td>3</td>
<td>4</td>
<td>6</td>
<td>9</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>39</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>14</td>
<td>3</td>
<td>1</td>
<td>1</td>
<td>2</td>
<td>7</td>
<td>9</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</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 DECEMBER 2001</td>
<td>98</td>
<td>18</td>
<td>43</td>
<td>30</td>
<td>47</td>
<td>65</td>
<td>102</td>
<td>20</td>
<td>6</td>
<td>0</td>
<td>1</td>
<td>3</td>
<td>433</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>22.6</td>
<td>4.2</td>
<td>9.9</td>
<td>6.9</td>
<td>10.9</td>
<td>15.0</td>
<td>23.6</td>
<td>4.6</td>
<td>1.4</td>
<td>0</td>
<td>0.2</td>
<td>0.7</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 DECEMBER 2000</td>
<td>433</td>
<td>26</td>
<td>107</td>
<td>36</td>
<td>52</td>
<td>154</td>
<td>196</td>
<td>30</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>41</td>
<td>1,077</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>40.2</td>
<td>2.4</td>
<td>9.9</td>
<td>3.3</td>
<td>4.8</td>
<td>14.3</td>
<td>18.2</td>
<td>2.8</td>
<td>0.1</td>
<td>0</td>
<td>0.1</td>
<td>3.8</td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>**</sup> AIRLINES ARE LISTED INDIVIDUALY IF DOT
RECEIVED 5 OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD.
COMPLAINTS AGAINST U.D. 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>

DURING THE MONTH OF DECEMBER 2001, U.S. GOVERNMENT OFFICES IN THE
WASHINGTON, D.C. AREA EXPERIENCED MAIL DELIVERY PROBLEMS WHICH MAY HAVE
AFFECTED THE COMPLAINT TOTALS.

TABLE 4

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY INCIDENT DATE

DECEMBER 2001

<table>
<colgroup>
<col style="width: 27%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 7%" />
<col style="width: 8%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a></p>
<p>ALPHABETICAL</p></td>
<td><p>COMPS RECD</p>
<p>IN</p>
<p>DEC.</p></td>
<td><p>INCI-DENTS IN</p>
<p>DEC.</p></td>
<td>PERCENT</td>
<td></td>
<td><p>INCI-DENTS IN</p>
<p>NOV.</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>10</td>
<td>6</td>
<td>60.0</td>
<td></td>
<td>2</td>
<td>20.0</td>
<td></td>
<td>1</td>
<td>10.0</td>
<td></td>
<td>1</td>
<td>10.0</td>
</tr>
<tr class="even">
<td>AMERICA WEST AIRLINES</td>
<td>22</td>
<td>12</td>
<td>54.5</td>
<td></td>
<td>3</td>
<td>13.6</td>
<td></td>
<td>5</td>
<td>22.7</td>
<td></td>
<td>2</td>
<td>9.1</td>
</tr>
<tr class="odd">
<td>AMERICAN AIRLINES</td>
<td>55</td>
<td>23</td>
<td>41.8</td>
<td></td>
<td>9</td>
<td>16.4</td>
<td></td>
<td>12</td>
<td>21.8</td>
<td></td>
<td>11</td>
<td>20.0</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>10</td>
<td>3</td>
<td>30.0</td>
<td></td>
<td>1</td>
<td>10.0</td>
<td></td>
<td>4</td>
<td>40.0</td>
<td></td>
<td>2</td>
<td>20.0</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>19</td>
<td>7</td>
<td>36.8</td>
<td></td>
<td>2</td>
<td>10.5</td>
<td></td>
<td>9</td>
<td>47.4</td>
<td></td>
<td>1</td>
<td>5.3</td>
</tr>
<tr class="even">
<td>DELTA AIR LINES</td>
<td>69</td>
<td>29</td>
<td>42.0</td>
<td></td>
<td>8</td>
<td>11.6</td>
<td></td>
<td>21</td>
<td>30.4</td>
<td></td>
<td>11</td>
<td>15.9</td>
</tr>
<tr class="odd">
<td>HAWAIIAN AIRLINES</td>
<td>8</td>
<td>2</td>
<td>25.0</td>
<td></td>
<td>1</td>
<td>12.5</td>
<td></td>
<td>2</td>
<td>25.0</td>
<td></td>
<td>3</td>
<td>37.5</td>
</tr>
<tr class="even">
<td>NATIONAL AIRLINES</td>
<td>6</td>
<td>4</td>
<td>66.7</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>2</td>
<td>33.3</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>41</td>
<td>17</td>
<td>41.5</td>
<td></td>
<td>10</td>
<td>24.4</td>
<td></td>
<td>6</td>
<td>14.6</td>
<td></td>
<td>8</td>
<td>19.5</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>19</td>
<td>6</td>
<td>31.6</td>
<td></td>
<td>7</td>
<td>36.8</td>
<td></td>
<td>4</td>
<td>21.1</td>
<td></td>
<td>2</td>
<td>10.5</td>
</tr>
<tr class="odd">
<td>SUN COUNTRY AIRLINES</td>
<td>9</td>
<td>6</td>
<td>66.7</td>
<td></td>
<td>1</td>
<td>11.1</td>
<td></td>
<td>1</td>
<td>11.1</td>
<td></td>
<td>1</td>
<td>11.1</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>6</td>
<td>1</td>
<td>16.7</td>
<td></td>
<td>3</td>
<td>50.0</td>
<td></td>
<td>2</td>
<td>33.3</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>81</td>
<td>40</td>
<td>49.4</td>
<td></td>
<td>13</td>
<td>16.0</td>
<td></td>
<td>14</td>
<td>17.3</td>
<td></td>
<td>14</td>
<td>17.3</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>39</td>
<td>18</td>
<td>46.2</td>
<td></td>
<td>10</td>
<td>25.6</td>
<td></td>
<td>7</td>
<td>17.9</td>
<td></td>
<td>4</td>
<td>10.3</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>39</td>
<td>16</td>
<td>41.0</td>
<td></td>
<td>9</td>
<td>23.1</td>
<td></td>
<td>8</td>
<td>20.5</td>
<td></td>
<td>6</td>
<td>15.4</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td><strong>TOTALS</strong></td>
<td>433</td>
<td>190</td>
<td>43.9</td>
<td></td>
<td>79</td>
<td>18.2</td>
<td></td>
<td>98</td>
<td>22.6</td>
<td></td>
<td>66</td>
<td>15.2</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td><strong>PREVIOUS YEAR'S TOTALS</strong></td>
<td>1,077</td>
<td>367</td>
<td>34.1</td>
<td></td>
<td>132</td>
<td>12.3</td>
<td></td>
<td>186</td>
<td>17.3</td>
<td></td>
<td>392</td>
<td>36.4</td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup>AIRLINES ARE LISTED INDIVIDUALLY IF DOT
RECEIVED 5 OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD.
COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER 'OTHER U.S. AIRLINES'.<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

TABLE 5

AIR TRAVEL CONSUMER REPORT

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

BY COMPLAINT CATEGORY^\*\*^

DECEMBER 2001

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

                                                                                                                                                                              

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

  AIR FRANCE                        1          0            1                   0       0         7         1          0             0              0       0         0       10

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

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

  OTHER FOREIGN AIRLINES            9          1            8                   2       18        10        6          0             0              0       0         3       57

  TOTALS                            13         2            10                  2       22        19        8          0             0              0       0         3       79

                                                                                                                                                                              

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

  EXPEDIA.COM                       1          0            1                   0       2         0         3          0             0              0       0         0       7

  ORBITZ.COM                        2          0            1                   0       1         0         0          0             1              0       0         0       5

  OTHER TRAVEL AGENTS               1          1            3                   0       10        0         1          0             1              0       0         0       17

  TOTALS                            4          1            5                   0       13        0         4          0             2              0       0         0       29

                                                                                                                                                                              

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

  OTHER TOUR OPERATORS              0          0            1                   1       3         1         0          0             0              1       0         0       7

  TOTALS                            0          0            1                   1       3         1         0          0             0              1       0         0       7

                                                                                                                                                                              

  **[MISCELLANEOUS]{.underline}**                                                                                                                                             

  OTHER MISCELLANEOUS               1          0            0                   0       2         1         4          0             0              0       0         2       10

  TOTALS                            1          0            0                   0       2         1         4          0             0              0       0         2       10

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

DURING THE MONTH OF DECEMBER 2001, U.S. GOVERNMENT OFFICES IN THE
WASHINGTON, D.C. AREA EXPERIENCED MAIL DELIVERY PROBLEMS WHICH MAY HAVE
AFFECTED THE COMPLAINT TOTALS.

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 6

DECEMBER

CONSUMER COMPLAINTS: RANKINGS

U.S. AIRLINES \*

<table style="width:100%;">
<colgroup>
<col style="width: 6%" />
<col style="width: 13%" />
<col style="width: 3%" />
<col style="width: 11%" />
<col style="width: 13%" />
<col style="width: 12%" />
<col style="width: 1%" />
<col style="width: 11%" />
<col style="width: 14%" />
<col style="width: 12%" />
</colgroup>
<tbody>
<tr class="odd">
<td colspan="2"></td>
<td colspan="4"><strong>DECEMBER 2001</strong></td>
<td></td>
<td colspan="3"><strong>DECEMBER 2000</strong></td>
</tr>
<tr class="even">
<td></td>
<td colspan="2"></td>
<td></td>
<td></td>
<td><h1 id="complaints">COMPLAINTS</h1></td>
<td></td>
<td></td>
<td></td>
<td><h1 id="complaints-1">COMPLAINTS</h1></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"><h1 id="section-2"></h1></td>
<td><h1 id="section-3"></h1></td>
<td><h1 id="systemwide">SYSTEMWIDE</h1></td>
<td><h1 id="per-100000">PER 100,000</h1></td>
<td></td>
<td></td>
<td><h1 id="systemwide-1">SYSTEMWIDE</h1></td>
<td><h1 id="per-100000-1">PER 100,000</h1></td>
</tr>
<tr class="even">
<td><h1 id="rankk">RANKK</h1></td>
<td colspan="2"><h1 id="airline-2">AIRLINE</h1></td>
<td><h1 id="complaints-2">COMPLAINTS</h1></td>
<td><h1 id="enplanements">ENPLANEMENTS</h1></td>
<td><h1 id="enplanements-1">ENPLANEMENTS</h1></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
<td><h1 id="enplanements-2">ENPLANEMENTS</h1></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>1</td>
<td colspan="2"><em><strong>ALASKA AIRLINES</strong></em></td>
<td>3</td>
<td>1,071,228</td>
<td><strong>0.28</strong></td>
<td></td>
<td>8</td>
<td>1,153,133</td>
<td><strong>0.69</strong></td>
</tr>
<tr class="odd">
<td>2</td>
<td colspan="2"><em><strong>SOUTHWEST AIRLINES</strong></em></td>
<td>19</td>
<td>5,611,494</td>
<td><strong>0.34</strong></td>
<td></td>
<td>16</td>
<td>5,927,224</td>
<td><strong>0.27</strong></td>
</tr>
<tr class="even">
<td>3</td>
<td colspan="2"><em><strong>AMERICAN EAGLE AIRLINES</strong></em></td>
<td>4</td>
<td>893,446</td>
<td><strong>0.45</strong></td>
<td></td>
<td>17</td>
<td>924,716</td>
<td><strong>1.84</strong></td>
</tr>
<tr class="odd">
<td>4</td>
<td colspan="2"><em><strong>TRANS WORLD AIRLINES</strong></em></td>
<td>6</td>
<td>1,249,844</td>
<td><strong>0.48</strong></td>
<td></td>
<td>54</td>
<td>1,885,751</td>
<td><strong>2.86</strong></td>
</tr>
<tr class="even">
<td>5</td>
<td colspan="2"><em><strong>CONTINENTAL AIRLINES</strong></em></td>
<td>19</td>
<td>3,210,826</td>
<td><strong>0.59</strong></td>
<td></td>
<td>78</td>
<td>3,665,783</td>
<td><strong>2.13</strong></td>
</tr>
<tr class="odd">
<td>6</td>
<td colspan="2"><em><strong>AMERICAN AIRLINES</strong></em></td>
<td>55</td>
<td>5,950,325</td>
<td><strong>0.92</strong></td>
<td></td>
<td>145</td>
<td>6,638,681</td>
<td><strong>2.18</strong></td>
</tr>
<tr class="even">
<td>7</td>
<td colspan="2"><em><strong>DELTA AIR LINES</strong></em></td>
<td>69</td>
<td>6,829,169</td>
<td><strong>1.01</strong></td>
<td></td>
<td>136</td>
<td>7,795,071</td>
<td><strong>1.74</strong></td>
</tr>
<tr class="odd">
<td>8</td>
<td colspan="2"><em><strong>NORTHWEST AIRLINES</strong></em></td>
<td>41</td>
<td>3,981,633</td>
<td><strong>1.03</strong></td>
<td></td>
<td>83</td>
<td>4,483,326</td>
<td><strong>1.85</strong></td>
</tr>
<tr class="even">
<td>9</td>
<td colspan="2"><em><strong>US AIRWAYS</strong></em></td>
<td>39</td>
<td>3,737,497</td>
<td><strong>1.04</strong></td>
<td></td>
<td>91</td>
<td>4,911,599</td>
<td><strong>1.85</strong></td>
</tr>
<tr class="odd">
<td>10</td>
<td colspan="2"><em><strong>UNITED AIRLINES</strong></em></td>
<td>81</td>
<td>5,060,274</td>
<td><strong>1.60</strong></td>
<td></td>
<td>213</td>
<td>6,515,291</td>
<td><strong>3.27</strong></td>
</tr>
<tr class="even">
<td>11</td>
<td colspan="2"><em><strong>AMERICA WEST AIRLINES</strong></em></td>
<td>22</td>
<td>1,367,084</td>
<td><strong>1.61</strong></td>
<td></td>
<td>73</td>
<td>1,652,538</td>
<td><strong>4.42</strong></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"><strong>TOTAL</strong></td>
<td><strong>358</strong></td>
<td><strong>38,962,820</strong></td>
<td><strong>.92</strong></td>
<td></td>
<td><strong>914</strong></td>
<td><strong>45,553,113</strong></td>
<td><strong>2.01</strong></td>
</tr>
</tbody>
</table>

> Note: For simplicity, statistics are displayed to two decimal places.
> Actual ranking order is based on our computer carrying out the number
> of decimal places to nine.
>
> \* U.S. Airlines with at least one percent of total domestic
> scheduled-service passenger revenues.

DURING THE MONTH OF DECEMBER 2001, U.S. GOVERNMENT OFFICES IN THE
WASHINGTON, D.C. AREA EXPERIENCED MAIL DELIVERY PROBLEMS WHICH MAY HAVE
AFFECTED THE COMPLAINT TOTALS.

TABLE 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

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

                  COMPLAINTS           OPINIONS   COMPLIMENTS   INFO          COMPLAINTS           OPINIONS   COMPLIMENTS   INFO
                                                                REQUESTS                                                    REQUESTS

                                                                                                                            

  U.S. AIRLINES   14,076               1,054      75            531           20,564               1,369      149           854

  FOREIGN         1,780                26         4             56            2,164                24         13            26
  AIRLINES                                                                                                                  

  TRAVEL AGENTS   319                  2          0             8             215                  1          0             0

  TOUR OPERATORS  125                  2          0             8             132                  4          0             4

  MISCELLANEOUS   208                  215        0             215           306                  331        2             108

  INDUSTRY TOTALS 16,508               1,299      79            818           23,381               1,729      164           992
  --------------- -------------------- ---------- ------------- ---------- -- -------------------- ---------- ------------- ----------

DURING THE MONTHS OF SEPTEMBER THROUGH DECEMBER 2001, U.S. GOVERNMENT
OFFICES IN THE WASHINGTON, D.C. AREA EXPERIENCED MAIL DELIVERY PROBLEMS
WHICH MAY HAVE AFFECTED THE COMPLAINT TOTALS.

TABLE 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^9]

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

                                                                                                                                                                                           

  [COMPLAINT              [RANKING]{.underline}   [COMPLAINTS]{.underline}[^10]^[\*]{.underline}^   [SUB-CATEGORY]{.underline}      [RANKING]{.underline}   [COMPLAINTS\*\*]{.underline}   [SUB-CATEGORY]{.underline}
  CATEGORY]{.underline}                                                                                                                                                                    

                                                                                                                                                                                           

  FLIGHT PROBLEMS         1                       5,478                                                                             1                       9,235                          

  CANCELLATIONS                                                                                     1953                                                                                   3,470

  DELAYS                                                                                            1677                                                                                   3,050

  MISCONNECTIONS                                                                                    619                                                                                    1,122

                                                                                                                                                                                           

  CUSTOMER SERVICE        2                       3,056                                                                             2                       4,535                          

                                                                                                                                                                                           

  BAGGAGE                 3                       2,490                                                                             3                       3,468                          

                                                                                                                                                                                           

  RES/TKTG/BOARDING       4                       1,612                                                                             4                       1,712                          

                                                                                                                                                                                           

  REFUNDS                 5                       1,347                                                                             5                       1,076                          

                                                                                                                                                                                           

  FARES                   6                       665                                                                               7                       863                            

                                                                                                                                                                                           

  OVERSALES               7                       638                                                                               6                       889                            

                                                                                                                                                                                           

  OTHER                   8                       604                                                                               8                       797                            

  FREQUENT FLYER                                                                                    212                                                                                    369

                                                                                                                                                                                           

  DISABILITY              9                       504                                                                               9                       676                            

                                                                                                                                                                                           

  ADVERTISING             10                      61                                                                                11                      56                             

                                                                                                                                                                                           

  TOURS OR CHARTERS       11                      47                                                                                10                      73                             

                                                                                                                                                                                           

  ANIMALS                 12                      6                                                                                 12                      1                              

                                                                                                                                                                                           

  COMPLAINT TOTAL                                 16,508                                                                                                    23,381                         
  ----------------------- ----------------------- ------------------------------------------------- ---------------------------- -- ----------------------- ------------------------------ ----------------------------

DURING THE MONTHS OF SEPTEMBER THROUGH DECEMBER 2001, U.S. GOVERNMENT
OFFICES IN THE WASHINGTON, D.C. AREA EXPERIENCED MAIL DELIVERY PROBLEMS
WHICH MAY HAVE AFFECTED THE COMPLAINT TOTALS.

TABLE 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^11]

JANUARY TO DECEMBER 2001

<table style="width:100%;">
<colgroup>
<col style="width: 19%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 7%" />
<col style="width: 4%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 4%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 6%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a><sup>*</sup></p>
<p>ALPHABETICAL</p></td>
<td>FLIGHT PROBLEMS</td>
<td>OVER-SALES</td>
<td>RES/TKTG/BOARDING</td>
<td>FARES</td>
<td>REFUNDS</td>
<td>BAGGAGE</td>
<td>CUSTOMER SERVICE</td>
<td>DIS-ABILITY</td>
<td>ADVER-TISING</td>
<td>TOURS</td>
<td>ANIMALS</td>
<td>OTHER</td>
<td>TOTAL</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIR WISCONSIN</td>
<td>19</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>23</td>
</tr>
<tr class="even">
<td>AIRTRAN AIRWAYS</td>
<td>172</td>
<td>30</td>
<td>34</td>
<td>10</td>
<td>20</td>
<td>92</td>
<td>75</td>
<td>7</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>5</td>
<td>450</td>
</tr>
<tr class="odd">
<td>ALASKA AIRLINES</td>
<td>72</td>
<td>5</td>
<td>19</td>
<td>6</td>
<td>10</td>
<td>29</td>
<td>24</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>6</td>
<td>174</td>
</tr>
<tr class="even">
<td>ALOHA AIRLINES</td>
<td>4</td>
<td>6</td>
<td>4</td>
<td>0</td>
<td>3</td>
<td>4</td>
<td>7</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>29</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>289</td>
<td>36</td>
<td>59</td>
<td>14</td>
<td>62</td>
<td>88</td>
<td>130</td>
<td>32</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>18</td>
<td>729</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>692</td>
<td>54</td>
<td>180</td>
<td>73</td>
<td>139</td>
<td>329</td>
<td>366</td>
<td>55</td>
<td>6</td>
<td>0</td>
<td>1</td>
<td>69</td>
<td>1,964</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE AIRLINES</td>
<td>107</td>
<td>17</td>
<td>8</td>
<td>0</td>
<td>1</td>
<td>27</td>
<td>36</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>204</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>142</td>
<td>17</td>
<td>32</td>
<td>11</td>
<td>16</td>
<td>60</td>
<td>59</td>
<td>7</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>12</td>
<td>358</td>
</tr>
<tr class="odd">
<td>ATLANTIC COAST AIRLINES</td>
<td>8</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>17</td>
</tr>
<tr class="even">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>54</td>
<td>6</td>
<td>2</td>
<td>1</td>
<td>4</td>
<td>5</td>
<td>8</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>86</td>
</tr>
<tr class="odd">
<td>CHAMPION AIR</td>
<td>16</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
<td>6</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>31</td>
</tr>
<tr class="even">
<td>COMAIR</td>
<td>38</td>
<td>5</td>
<td>3</td>
<td>0</td>
<td>5</td>
<td>4</td>
<td>7</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>64</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>223</td>
<td>38</td>
<td>101</td>
<td>48</td>
<td>96</td>
<td>139</td>
<td>231</td>
<td>30</td>
<td>3</td>
<td>1</td>
<td>2</td>
<td>40</td>
<td>952</td>
</tr>
<tr class="even">
<td>CONTINENTAL EXPRESS</td>
<td>14</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>6</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>29</td>
</tr>
<tr class="odd">
<td>DELTA AIR LINES</td>
<td>750</td>
<td>49</td>
<td>212</td>
<td>117</td>
<td>150</td>
<td>252</td>
<td>330</td>
<td>67</td>
<td>5</td>
<td>0</td>
<td>1</td>
<td>88</td>
<td>2,021</td>
</tr>
<tr class="even">
<td>DELTA CONNECTION</td>
<td>32</td>
<td>5</td>
<td>2</td>
<td>2</td>
<td>5</td>
<td>8</td>
<td>14</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>74</td>
</tr>
<tr class="odd">
<td>FRONTIER AIRLINES</td>
<td>39</td>
<td>2</td>
<td>11</td>
<td>4</td>
<td>9</td>
<td>5</td>
<td>9</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
<td>85</td>
</tr>
<tr class="even">
<td>GREAT LAKES AVIATION</td>
<td>13</td>
<td>5</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>21</td>
</tr>
<tr class="odd">
<td>HAWAIIAN AIRLINES</td>
<td>31</td>
<td>4</td>
<td>8</td>
<td>4</td>
<td>7</td>
<td>5</td>
<td>23</td>
<td>8</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>4</td>
<td>95</td>
</tr>
<tr class="even">
<td>HORIZON AIRLINES</td>
<td>20</td>
<td>3</td>
<td>4</td>
<td>2</td>
<td>3</td>
<td>3</td>
<td>14</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>51</td>
</tr>
<tr class="odd">
<td>JETBLUE</td>
<td>5</td>
<td>2</td>
<td>2</td>
<td>4</td>
<td>2</td>
<td>6</td>
<td>8</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>33</td>
</tr>
<tr class="even">
<td>MESABA AVIATION</td>
<td>9</td>
<td>2</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>9</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>26</td>
</tr>
<tr class="odd">
<td>MIDWAY AIRLINES</td>
<td>27</td>
<td>4</td>
<td>13</td>
<td>1</td>
<td>10</td>
<td>12</td>
<td>16</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>87</td>
</tr>
<tr class="even">
<td>MIDWEST EXPRESS AIRLINES</td>
<td>10</td>
<td>0</td>
<td>5</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>6</td>
<td>1</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>25</td>
<td>6</td>
<td>4</td>
<td>7</td>
<td>10</td>
<td>22</td>
<td>32</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>4</td>
<td>114</td>
</tr>
<tr class="even">
<td>NORTHWEST AIRLINES</td>
<td>325</td>
<td>37</td>
<td>106</td>
<td>61</td>
<td>82</td>
<td>146</td>
<td>212</td>
<td>47</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>47</td>
<td>1,065</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINK</td>
<td>5</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>12</td>
</tr>
<tr class="even">
<td>OMNI AIR INT'L</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>5</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>14</td>
</tr>
<tr class="odd">
<td>PAN AM</td>
<td>22</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>6</td>
<td>1</td>
<td>4</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>39</td>
</tr>
<tr class="even">
<td>RYAN INTERNATIONAL AIRLINES</td>
<td>20</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>3</td>
<td>3</td>
<td>6</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>37</td>
</tr>
<tr class="odd">
<td>SKY WEST AIRLINES</td>
<td>5</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>5</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>17</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>54</td>
<td>11</td>
<td>32</td>
<td>7</td>
<td>10</td>
<td>55</td>
<td>77</td>
<td>24</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>7</td>
<td>281</td>
</tr>
<tr class="odd">
<td>SPIRIT AIRLINES</td>
<td>194</td>
<td>21</td>
<td>24</td>
<td>9</td>
<td>16</td>
<td>68</td>
<td>63</td>
<td>8</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
<td>408</td>
</tr>
<tr class="even">
<td>SUN COUNTRY AIRLINES</td>
<td>25</td>
<td>2</td>
<td>10</td>
<td>3</td>
<td>8</td>
<td>9</td>
<td>6</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>68</td>
</tr>
<tr class="odd">
<td>TOWER AIR</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>5</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>11</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>146</td>
<td>29</td>
<td>72</td>
<td>22</td>
<td>47</td>
<td>63</td>
<td>106</td>
<td>20</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>22</td>
<td>528</td>
</tr>
<tr class="odd">
<td>TRANS WORLD EXPRESS</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>10</td>
</tr>
<tr class="even">
<td>UNITED AIRLINES</td>
<td>866</td>
<td>96</td>
<td>217</td>
<td>90</td>
<td>130</td>
<td>356</td>
<td>548</td>
<td>54</td>
<td>6</td>
<td>1</td>
<td>0</td>
<td>84</td>
<td>2,448</td>
</tr>
<tr class="odd">
<td>UNITED EXPRESS</td>
<td>62</td>
<td>11</td>
<td>8</td>
<td>1</td>
<td>4</td>
<td>13</td>
<td>20</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
<td>130</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>405</td>
<td>18</td>
<td>97</td>
<td>67</td>
<td>57</td>
<td>118</td>
<td>200</td>
<td>52</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>30</td>
<td>1,049</td>
</tr>
<tr class="odd">
<td>US AIRWAYS EXPRESS</td>
<td>25</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>7</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>40</td>
</tr>
<tr class="even">
<td>VANGUARD AIRLINES</td>
<td>26</td>
<td>2</td>
<td>12</td>
<td>1</td>
<td>12</td>
<td>6</td>
<td>11</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>72</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>47</td>
<td>6</td>
<td>13</td>
<td>0</td>
<td>11</td>
<td>11</td>
<td>11</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>6</td>
<td>107</td>
</tr>
<tr class="even">
<td><strong>TOTAL JANUARY-DECEMBER 2001</strong></td>
<td><strong>5,046</strong></td>
<td><strong>539</strong></td>
<td><strong>1,310</strong></td>
<td><strong>568</strong></td>
<td><strong>942</strong></td>
<td><strong>1,965</strong></td>
<td><strong>2,700</strong></td>
<td><strong>454</strong></td>
<td><strong>42</strong></td>
<td><strong>11</strong></td>
<td><strong>6</strong></td>
<td><strong>493</strong></td>
<td><strong>14,076</strong></td>
</tr>
<tr class="odd">
<td><strong>% OF TOTAL COMPLAINTS</strong></td>
<td><strong>35.8</strong></td>
<td><strong>3.8</strong></td>
<td><strong>9.3</strong></td>
<td><strong>4.0</strong></td>
<td><strong>6.7</strong></td>
<td><strong>14.0</strong></td>
<td><strong>19.2</strong></td>
<td><strong>3.2</strong></td>
<td><strong>0.3</strong></td>
<td><strong>0.1</strong></td>
<td><strong>0.1</strong></td>
<td><strong>3.5</strong></td>
<td></td>
</tr>
<tr class="even">
<td>TOTAL JANUARY-DECEMBER 2000</td>
<td>8,698</td>
<td>759</td>
<td>1,405</td>
<td>708</td>
<td>803</td>
<td>2,753</td>
<td>4,074</td>
<td>612</td>
<td>42</td>
<td>25</td>
<td>1</td>
<td>675</td>
<td>20,564</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>42.5</td>
<td>3.7</td>
<td>6.9</td>
<td>3.5</td>
<td>3.9</td>
<td>13.5</td>
<td>19.9</td>
<td>3.0</td>
<td>0.2</td>
<td>0.1</td>
<td>0</td>
<td>3.3</td>
<td></td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>**</sup> AIRLINES ARE LISTED INDIVIDUALY IF DOT
RECEIVED 10 OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD.
COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER ‘OTHER U.S. AIRLINES’.<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

TABLE 4

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S. AIRLINES[^12]

BY COMPLAINT CATEGORY^\*\*^

JANUARY TO DECEMBER 2001

  ------------------------- ---------- ------------ ------------------- ------- --------- --------- ---------- ------------- -------------- ------- --------- ------- -------
                            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                0          0            2                   0       1         4         0          1             1              0       0         1       10

  AEROCALIFORNIA            8          0            1                   0       6         2         1          0             0              0       0         0       18

  AEROFLOT                  0          0            4                   0       1         6         0          0             0              0       0         0       11

  AEROMEXICO                5          1            5                   2       1         6         6          0             0              0       0         1       27

  AIR AFRIQUE               5          1            1                   0       0         10        0          1             0              0       0         0       18

  AIR ARUBA                 1          1            0                   0       21        0         0          0             0              0       0         1       24

  AIR CANADA                11         3            7                   3       10        25        21         2             0              1       0         3       86

  AIR FRANCE                44         16           15                  5       22        69        34         9             0              0       0         7       221

  AIR INDIA                 3          4            1                   0       1         4         3          0             0              0       0         1       17

  AIR JAMAICA               25         7            0                   3       4         8         14         3             1              0       0         0       65

  AIR PLUS COMET            3          0            0                   0       1         1         8          0             0              0       0         2       15

  ALITALIA AIRLINES         29         17           18                  0       10        55        39         5             0              0       0         4       177

  ALLEGRO AIRLINES          22         0            0                   0       0         2         9          0             0              1       0         6       40

  ASIANA AIRLINES           2          0            0                   1       0         5         1          1             0              0       0         0       10

  AUSTRIAN AIRLINES         5          0            2                   0       2         3         0          0             1              0       0         1       14

  BRITISH AIRWAYS           26         7            17                  5       13        34        31         4             0              2       0         9       148

  BWIA                      3          1            2                   3       1         6         0          1             0              0       0         0       17

  CATHAY PACIFIC AIRWAYS    4          0            1                   0       1         3         1          0             0              0       0         0       10

  CHINA AIRLINES            2          0            2                   0       0         9         0          1             0              0       0         1       15

  COPA                      0          1            5                   0       1         9         4          0             0              0       0         0       20

  EGYPTAIR                  0          2            1                   0       1         5         1          0             0              0       0         0       10

  EL AL                     1          1            2                   0       1         5         4          0             0              0       0         1       15

  GHANA AIRWAYS             4          0            1                   0       1         11        0          0             0              0       0         1       18

  HAITI INT\'L AIRLINES     4          0            0                   0       20        1         0          0             0              0       0         0       25

  IBERIA AIRLINES           3          1            1                   1       5         9         4          1             0              0       0         2       27

  ICELANDAIR                1          1            2                   0       2         3         1          0             0              0       0         0       10

  KLM                       12         1            3                   1       2         16        11         2             0              0       0         4       52

  LACSA                     2          2            4                   0       1         15        5          0             0              0       0         1       30

  LUFTHANSA                 12         5            8                   2       5         19        15         1             1              0       0         6       74

  MEXICANA                  13         6            3                   1       1         11        7          1             0              0       0         2       45

  PHILIPPINE AIRLINES       4          0            2                   1       0         1         2          0             0              0       0         1       11

  QANTAS AIRWAYS            2          1            3                   0       3         2         3          1             0              0       0         0       15

  ROYAL AIR MAROC           1          1            0                   1       2         9         2          0             0              0       0         1       17

  SABENA                    8          0            2                   0       16        9         3          1             0              0       0         0       39

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

DURING THE MONTHS OF SEPTEMBER THROUGH DECEMBER 2001, U.S. GOVERNMENT
OFFICES IN THE WASHINGTON, D.C. AREA EXPERIENCED MAIL DELIVERY PROBLEMS
WHICH MAY HAVE AFFECTED THE COMPLAINT TOTALS.

TABLE 4-CONT.

AIR TRAVEL CONSUMER REPORT

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

BY COMPLAINT CATEGORY^\*\*^

JANUARY TO DECEMBER 2001

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

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

  SINGAPORE AIRLINES                0          0            1                   0       2         3         2          2             0              0       0         0       10

  SOUTH AFRICAN AIRWAYS             3          1            0                   0       3         5         1          0             0              0       0         0       13

  SWISSAIR                          8          3            4                   2       16        8         6          0             0              0       0         2       49

  TACA                              4          4            3                   2       2         19        3          0             1              0       0         0       38

  VIRGIN ATLANTIC                   3          0            5                   2       7         6         6          0             0              0       0         4       33

  OTHER FOREIGN AIRLINES            59         8            36                  6       35        81        36         10            0              5       0         10      284

  TOTALS                            342        96           164                 41      221       499       284        47            5              9       0         72      1,780

                                                                                                                                                                              

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

  CHEAP TICKETS                     1          0            12                  2       9         0         1          0             1              0       0         1       27

  EXPEDIA.COM                       4          0            12                  3       19        0         7          0             0              0       0         1       46

  ORBITZ.COM                        3          0            10                  3       5         0         1          0             3              0       0         1       26

  PRICELINE.COM                     1          0            25                  5       27        0         3          0             1              0       0         0       62

  TRAVELOCITY.COM                   6          0            17                  2       16        0         2          0             0              0       0         0       43

  OTHER TRAVEL AGENTS               8          1            24                  15      53        2         5          0             4              1       0         2       115

  TOTALS                            23         1            100                 30      129       2         19         0             9              1       0         5       319

                                                                                                                                                                              

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

  AIR LAUGHLIN                      8          0            1                   0       1         1         1          0             0              0       0         0       12

  APPLE VACATIONS                   3          0            2                   2       3         1         4          0             0              2       0         2       19

  FUN JET INCORPORATED              12         1            2                   0       1         0         0          0             0              1       0         0       17

  SUNTRIPS OF CALIFORNIA            6          0            0                   0       0         2         3          0             0              0       0         0       11

  OTHER TOUR OPERATORS              9          0            3                   1       20        1         9          2             1              19      0         1       66

  TOTALS                            38         1            8                   3       25        5         17         2             1              22      0         3       125

                                                                                                                                                                              

  **[MISCELLANEOUS]{.underline}**                                                                                                                                             

  OTHER MISCELLANEOUS               29         1            30                  23      29        19        36         1             4              4       0         32      208

  TOTALS                            29         1            30                  23      29        19        36         1             4              4       0         32      208

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

DURING THE MONTHS OF SEPTEMBER THROUGH DECEMBER 2001, U.S. GOVERNMENT
OFFICES IN THE WASHINGTON, D.C. AREA EXPERIENCED MAIL DELIVERY PROBLEMS
WHICH MAY HAVE AFFECTED THE COMPLAINT TOTALS.

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 5

JANUARY-DECEMBER

CONSUMER COMPLAINTS: RANKINGS

U.S. AIRLINES \*

<table style="width:100%;">
<colgroup>
<col style="width: 6%" />
<col style="width: 13%" />
<col style="width: 3%" />
<col style="width: 11%" />
<col style="width: 13%" />
<col style="width: 12%" />
<col style="width: 1%" />
<col style="width: 11%" />
<col style="width: 14%" />
<col style="width: 12%" />
</colgroup>
<tbody>
<tr class="odd">
<td colspan="2"></td>
<td colspan="4"><strong>JANUARY-DECEMBER 2001</strong></td>
<td></td>
<td colspan="3"><strong>JANUARY-DECEMBER 2000</strong></td>
</tr>
<tr class="even">
<td></td>
<td colspan="2"></td>
<td></td>
<td></td>
<td><h1 id="complaints-3">COMPLAINTS</h1></td>
<td></td>
<td></td>
<td></td>
<td><h1 id="complaints-4">COMPLAINTS</h1></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"><h1 id="section-4"></h1></td>
<td><h1 id="section-5"></h1></td>
<td><h1 id="systemwide-2">SYSTEMWIDE</h1></td>
<td><h1 id="per-100000-2">PER 100,000</h1></td>
<td></td>
<td><h1 id="section-6"></h1></td>
<td><h1 id="systemwide-3">SYSTEMWIDE</h1></td>
<td><h1 id="per-100000-3">PER 100,000</h1></td>
</tr>
<tr class="even">
<td><h1 id="rankk-1">RANKK</h1></td>
<td colspan="2"><h1 id="airline-3">AIRLINE</h1></td>
<td><h1 id="complaints-5">COMPLAINTS</h1></td>
<td><h1 id="enplanements-3">ENPLANEMENTS</h1></td>
<td><h1 id="enplanements-4">ENPLANEMENTS</h1></td>
<td></td>
<td><h1 id="complaints-6">COMPLAINTS</h1></td>
<td><h1 id="enplanements-5">ENPLANEMENTS</h1></td>
<td><h1 id="enplanements-6">ENPLANEMENTS</h1></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>1</td>
<td colspan="2"><em><strong>SOUTHWEST AIRLINES</strong></em></td>
<td>281</td>
<td>73,742,867</td>
<td><strong>0.38</strong></td>
<td></td>
<td>339</td>
<td>72,710,320</td>
<td><strong>0.47</strong></td>
</tr>
<tr class="odd">
<td>2</td>
<td colspan="2"><em><strong>ALASKA AIRLINES</strong></em></td>
<td>174</td>
<td>13,667,526</td>
<td><strong>1.27</strong></td>
<td></td>
<td>276</td>
<td>13,524,685</td>
<td><strong>2.04</strong></td>
</tr>
<tr class="even">
<td>3</td>
<td colspan="2"><em><strong>AMERICAN EAGLE AIRLINES</strong></em></td>
<td>204</td>
<td>11,973,856</td>
<td><strong>1.70</strong></td>
<td></td>
<td>326</td>
<td>12,175,741</td>
<td><strong>2.68</strong></td>
</tr>
<tr class="odd">
<td>4</td>
<td colspan="2"><em><strong>US AIRWAYS</strong></em></td>
<td>1,049</td>
<td>56,146,174</td>
<td><strong>1.87</strong></td>
<td></td>
<td>1,549</td>
<td>59,826,406</td>
<td><strong>2.59</strong></td>
</tr>
<tr class="even">
<td>5</td>
<td colspan="2"><em><strong>NORTHWEST AIRLINES</strong></em></td>
<td>1,065</td>
<td>54,171,658</td>
<td><strong>1.97</strong></td>
<td></td>
<td>1,538</td>
<td>58,822,847</td>
<td><strong>2.61</strong></td>
</tr>
<tr class="odd">
<td>6</td>
<td colspan="2"><em><strong>DELTA AIR LINES</strong></em></td>
<td>2,021</td>
<td>93,386,645</td>
<td><strong>2.16</strong></td>
<td></td>
<td>2,126</td>
<td>105,564,802</td>
<td><strong>2.01</strong></td>
</tr>
<tr class="even">
<td>7</td>
<td colspan="2"><em><strong>CONTINENTAL AIRLINES</strong></em></td>
<td>952</td>
<td>42,779,867</td>
<td><strong>2.23</strong></td>
<td></td>
<td>1,292</td>
<td>45,409,245</td>
<td><strong>2.85</strong></td>
</tr>
<tr class="odd">
<td>8</td>
<td colspan="2"><em><strong>AMERICAN AIRLINES</strong></em></td>
<td>1,964</td>
<td>78,115,155</td>
<td><strong>2.51</strong></td>
<td></td>
<td>3,057</td>
<td>86,312,806</td>
<td><strong>3.54</strong></td>
</tr>
<tr class="even">
<td>9</td>
<td colspan="2"><em><strong>TRANS WORLD AIRLINES</strong></em></td>
<td>528</td>
<td>20,791,995</td>
<td><strong>2.54</strong></td>
<td></td>
<td>918</td>
<td>26,443,877</td>
<td><strong>3.47</strong></td>
</tr>
<tr class="odd">
<td>10</td>
<td colspan="2"><em><strong>UNITED AIRLINES</strong></em></td>
<td>2,448</td>
<td>75,453,979</td>
<td><strong>3.24</strong></td>
<td></td>
<td>4,488</td>
<td>84,520,683</td>
<td><strong>5.31</strong></td>
</tr>
<tr class="even">
<td>11</td>
<td colspan="2"><em><strong>AMERICA WEST AIRLINES</strong></em></td>
<td>729</td>
<td>19,576,031</td>
<td><strong>3.72</strong></td>
<td></td>
<td>1,499</td>
<td>19,972,168</td>
<td><strong>7.51</strong></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"><strong>TOTAL</strong></td>
<td><strong>11,415</strong></td>
<td><strong>539,805,753</strong></td>
<td><strong>2.11</strong></td>
<td></td>
<td><strong>17,408</strong></td>
<td><strong>585,283,580</strong></td>
<td><strong>2.98</strong></td>
</tr>
</tbody>
</table>

DURING THE MONTHS OF SEPTEMBER THROUGH DECEMBER 2001, U.S. GOVERNMENT
OFFICES IN THE WASHINGTON, D.C. AREA EXPERIENCED MAIL DELIVERY PROBLEMS
WHICH MAY HAVE AFFECTED THE COMPLAINT TOTALS.

> 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.

***COMPLAINT CATEGORIES***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

[^5]: ^\*^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS
    THIS SECTION.

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

[^7]: ^\*^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS
    THIS SECTION.

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

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

[^9]: ^\*^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS
    THIS SECTION.

[^10]: ^\*\*^ INCLUDES FIGURES FOR SUB-CATEGORIES.

[^11]: ^\*^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS
    THIS SECTION.

[^12]: ^\*^ COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 10 OR
    MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
    AGAINST COMPANIES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
    INCLUDED UNDER \'OTHER FOREIGN AIRLINES,\' \'OTHER TOUR OPERATORS,\'
    ETC.

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

[^13]: ^\*^ COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 10 OR
    MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
    AGAINST COMPANIES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
    INCLUDED UNDER \'OTHER FOREIGN AIRLINES,\' \'OTHER TOUR OPERATORS,\'
    ETC.

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