+-------------------------------+--------------------------------------+
| ![](media/image1.png)         | ![](media/ima                        |
| {width="0.8618055555555556in" | ge2.png){width="4.886805555555555in" |
| h                             | height="1.3902777777777777in"}       |
| eight="0.8277777777777777in"} |                                      |
|                               |                                      |
| ###                           |                                      |
|                               |                                      |
| U.S. Department               |                                      |
|                               |                                      |
| of Transportation             |                                      |
+-------------------------------+--------------------------------------+

# 

> ***Air Travel***
>
> ***Consumer Report***

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

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

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

**Section Page**

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

***Flight Delays***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

**Section Page**

***Mishandled Baggage***

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

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

***Oversales***

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

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

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

***Consumer Complaints***

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

**Complaint Tables 1-5** \...\...\...\.....22

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

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

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

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

**[INTRODUCTION]{.underline}**

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

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

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

NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA

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

![](media/image5.wmf)

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

This section provides information about airline on-time performance,
flight delays, and cancellations. It is based on data filed by airlines
each month with the Department of Transportation's Bureau of
Transportation Statistics (Office of Airline Information), as described
in 14 CFR Part 234 of DOT\'s regulations. It covers nonstop
scheduled-service flights between points within the United States
(including territories) by the 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"}

NOVEMBER 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/

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

TRANS WORLD S/ 28 87.2 65 87.5

DELTA S/ 32 86.9 108 86.7

US AIRWAYS S/ 27 86.7 70 86.7

SOUTHWEST S/ 15 86.9 59 86.6

AMERICA WEST S/ 26 86.1 50 86.0

CONTINENTAL S/ 30 85.5 73 85.9

NORTHWEST S/ 32 85.9 107 85.6

AMERICAN S/ 32 82.8 93 82.7

AMERICAN EAGLE S/ 20 83.4 104 81.4

UNITED S/ 31 80.9 82 80.8

ALASKA S/ 8 73.9 36 75.9

T O T A L 84.8 84.7

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

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

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

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

NOVEMBER 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

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

CARRIER\* 10-12 2000 01-03 2001 04-06 2001 07-09 2001 09 2001 10 2001 11
2001 11 2001 09 1987 - 11 2001

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

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

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

ALASKA 64.5 (10) 63.5 (12) 72.5 (11) 66.8 (12) 80.0 (8) 76.4 (12) 75.9
(11) 68.0 (11) 75.7 (9)

ALOHA 90.6 (1) 85.3 (1) 84.5 (1) 83.8 (1) 89.7 (1) 79.9 (11) \-\-\--
\-\-- 84.9 \-\-- 85.7 \-\--

AMERICA WEST 64.1 (11) 68.7 (10) 75.2 (9) 72.1 (7) 82.3 (4) 83.1 (8)
86.0 (5) 73.1 (8) 78.2 (5)

AMERICAN 69.5 (7) 73.7 (7) 77.9 (8) 71.1 (9) 78.0 (9) 80.0 (10) 82.7 (8)
74.1 (7) 78.7 (3)

AMERICAN EAGLE \-\-\-- \-\-- 63.7 (11) 70.1 (12) 69.8 (10) 77.0 (11)
83.2 (7) 81.4 (9) 70.3 (10) 70.3 (11)

CONTINENTAL 78.7 (2) 79.5 (2) 82.6 (3) 75.8 (5) 74.2 (12) 88.7 (2) 85.9
(6) 80.0 (2) 78.5 (4)

DELTA 68.7 (8) 73.2 (9) 78.9 (7) 75.2 (6) 84.4 (4) 90.1 (1) 86.7 (2)
75.8 (6) 77.4 (8)

NORTHWEST 72.2 (5) 79.1 (3) 80.9 (5) 76.9 (4) 80.9 (7) 84.5 (6) 85.6 (7)
78.0 (4) 79.7 (2)

SOUTHWEST 70.4 (6) 77.8 (4) 83.2 (2) 81.5 (2) 86.8 (2) 86.6 (3) 86.6 (4)
80.5 (1) 82.3 (1)

TRANS WORLD 73.3 (4) 76.1 (6) 82.4 (4) 81.1 (3) 86.2 (3) 85.3 (5) 87.5
(1) 79.2 (3) 78.0 (7)

UNITED 66.7 (9) 73.6 (8) 74.3 (10) 68.0 (11) 77.7 (10) 80.7 (9) 80.8
(10) 72.2 (9) 75.2 (10)

US AIRWAYS 73.3 (3) 77.3 (5) 80.3 (6) 72.0 (8) 84.4 (5) 86.6 (4) 86.7
(3) 77.0 (5) 78.1 (6)

TOTAL 70.6 74.5 78.7 74.2 81.5 84.8 84.7 76.0 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 for the period
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 09 2001 ranking column in this table is based on flight delay data
for the period September 1-10 only (which was the basis for the
September rankings in the ATCR issued in November 2001). The other
ranking columns in this table that include September 2001 data (3^rd^
Quarter 2001,**

**12 months ending November 2001, and Database to Date) reflect data
submitted by the carriers to BTS for the entire month of September. The
days following the tragic events of September 11 were a period during
which all airline operations were cancelled under government order for
several days and carriers required several additional days to resume
scheduled operations. In addition, operations at Washington Reagan
National Airport (DCA) were cancelled under government order from
September 11 through the end of the month. Flights were allowed to
resume on a limited basis at DCA on October 4.**

NOVEMBER 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 554 81.9 1092 78.2 316 68.7 146 69.9 89 85.4 649 77.8 602 87.7 11206
85.6

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

CO 381 86.6 535 92.3 273 76.6 25 92.0 H/ 318 87.7 335 85.1 375 85.3

DL 15896 87.5 1579 91.3 405 77.3 199 90.5 4747 87.6 1029 87.3 559 87.1
2808 87.1

HP 118 71.2 118 74.6 146 45.9 H/ H/ 46 71.7 234 87.2 166 77.7

MQ H/ 1774 84.0 312 75.3 118 77.1 145 77.2 135 83.0 H/ 5822 83.5

NW 459 83.9 406 76.4 320 75.9 166 86.1 80 65.0 375 77.6 324 85.2 410
83.9

TW 172 85.5 141 83.0 145 76.6 112 95.5 H/ H/ 172 90.1 369 87.5

UA 497 80.1 820 80.0 442 65.4 88 69.3 118 84.7 311 83.6 6097 86.3 516
79.7

US 470 88.3 1837 89.4 1352 86.7 8513 89.1 H/ 1451 90.8 293 90.4 315 94.3

WN H/ H/ 3808 83.1 H/ H/ H/ H/ H/

TOTAL 18547 86.9 8302 85.4 7519 80.1 9367 88.5 5179 86.9 4314 85.7 8616
86.6 21987 85.1

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 409 85.6 736 72.4 419 86.6 462 73.8 459 86.3 1128 67.0 615 87.3 2367
86.1

AS H/ H/ H/ H/ H/ H/ 287 82.6 557 73.6

CO 262 87.0 4777 87.5 441 90.2 181 85.1 7643 85.2 H/ 456 81.1 572 80.8

DL 232 79.3 633 84.8 951 88.0 517 82.4 232 78.4 732 84.8 620 86.3 1178
86.3

HP 120 75.0 171 69.6 60 55.0 H/ 171 73.7 149 65.8 2139 89.7 499 87.4

MQ 128 76.6 278 78.1 86 89.5 229 75.5 H/ 964 82.8 H/ 1876 88.8

NW 8166 89.6 441 76.6 150 81.3 340 85.3 360 84.7 120 75.0 330 83.9 438
85.8

TW 176 82.4 144 80.6 90 64.4 87 83.9 82 81.7 H/ 178 90.4 228 90.8

UA 230 75.7 571 72.5 90 81.1 1885 75.5 326 69.3 390 65.6 813 82.0 2794
84.8

US 373 88.7 402 87.1 676 87.3 286 85.0 315 89.8 H/ 126 88.1 408 84.1

WN 505 86.9 H/ 944 88.7 H/ 153 89.5 H/ 4988 86.0 3233 88.0

TOTAL 10601 88.2 8153 83.4 3907 86.7 3987 78.3 9741 84.5 3483 75.2 10552
86.3 14150 86.0

NOVEMBER 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 1335 85.4 667 78.9 110 87.3 2641 77.1 393 87.3 7457 84.1 147 91.2 585
76.4

AS H/ H/ H/ H/ H/ 30 73.3 1245 79.2 H/

CO 272 82.0 498 89.6 88 93.2 285 88.8 204 85.8 430 85.1 143 74.8 137
68.6

DL 2015 88.7 1433 88.8 86 88.4 328 76.8 289 85.1 606 77.9 408 87.3 486
78.2

HP H/ 59 62.7 H/ 59 64.4 118 73.7 230 73.0 175 89.7 117 71.8

MQ 735 82.7 213 96.7 H/ 797 93.2 H/ 4528 78.9 H/ 255 75.3

NW 473 80.8 397 75.3 336 77.4 196 81.1 8499 88.4 639 77.9 150 78.0 353
60.6

TW 197 68.0 180 81.1 H/ 123 83.7 246 90.2 277 79.4 59 91.5 144 77.8

UA 503 84.5 425 73.2 H/ 372 82.0 446 81.6 9337 81.8 715 79.2 475 70.7

US 1999 88.8 1080 87.9 H/ 396 89.1 232 87.5 626 84.7 H/ 6321 78.8

WN H/ 1628 93.1 3317 90.2 H/ H/ H/ 942 83.7 H/

TOTAL 7529 86.0 6580 86.7 3937 89.1 5197 81.6 10427 87.7 24160 81.8 3984
82.0 8873 77.1

ARRIVAL AIRPORT

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

PHX PIT SAN SEA SFO SLC STL TPA

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

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

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

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

AA 413 84.7 88 77.3 610 79.7 352 85.8 1119 80.9 146 87.7 180 93.9 417
82.3

AS 312 80.4 H/ 305 75.1 3024 70.3 475 72.6 H/ H/ H/

CO 297 88.6 79 94.9 209 68.4 291 81.8 349 78.8 59 74.6 99 87.9 373 87.1

DL 490 86.7 232 90.5 435 80.9 532 82.9 610 81.1 3638 88.0 177 88.1 975
87.4

HP 5065 91.0 H/ 289 86.2 175 85.1 318 79.2 142 92.3 58 91.4 59 64.4

MQ H/ 296 82.1 761 92.9 H/ H/ H/ H/ 142 93.7

NW 299 82.6 144 80.6 180 80.0 352 88.6 269 81.0 90 78.9 362 85.1 297
82.5

TW 176 85.2 134 83.6 118 81.4 147 91.2 146 82.2 87 90.8 8291 88.9 149
83.2

UA 544 82.7 171 88.3 648 77.2 1062 78.8 4240 79.0 441 84.8 261 77.8 271
71.6

US 266 89.1 6827 87.7 209 89.0 207 88.4 375 88.8 H/ 235 90.2 711 83.5

WN 5186 86.6 H/ 2192 80.7 1070 85.3 H/ 1125 88.2 2093 89.1 1618 91.0

TOTAL 13048 87.9 7971 87.3 5956 81.6 7212 78.1 7901 79.6 5728 87.6 11756
88.7 5012 86.2

NOVEMBER 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 82.8 86.6 J/ 63.8 J/ J/ J/ 85.1 94.0 81.7 J/ 72.4 91.8 62.9
95.0 92.8 95.0 48.3

700 - 759 AM 93.4 92.6 85.8 91.6 89.3 95.6 91.1 84.9 91.2 81.6 84.6 84.9
81.3 89.4 96.8 88.7 92.1 85.0

800 - 859 AM 89.5 84.4 81.9 91.4 96.2 92.6 91.5 89.6 93.4 93.6 92.5 90.4
78.3 91.7 93.3 87.6 94.3 94.4

900 - 959 AM 91.7 90.3 88.7 89.6 95.8 90.5 93.1 85.5 87.5 95.6 94.2 88.2
87.4 75.0 90.2 86.1 95.6 90.8

1000 - 1059 AM 91.5 87.6 85.0 91.1 91.5 91.9 86.5 88.2 89.3 90.0 85.5
88.8 83.5 80.6 84.9 85.0 86.2 91.7

1100 - 1159 AM 90.0 89.0 83.6 84.3 89.8 88.8 89.0 86.2 85.9 81.5 88.9
82.0 85.4 86.7 87.6 85.9 85.7 90.4

1200 - 1259 PM 87.9 88.3 88.8 89.2 76.7 84.4 88.9 82.0 89.1 87.1 91.1
86.4 87.5 81.8 87.5 86.8 85.5 83.9

100 - 159 PM 88.8 90.8 82.4 91.4 84.0 86.3 86.1 87.5 91.1 81.5 87.8 84.3
87.6 67.4 87.1 86.7 83.2 90.0

200 - 259 PM 84.9 89.8 84.5 90.6 89.4 89.4 83.7 87.7 91.1 87.9 88.8 77.5
85.4 85.3 85.0 86.5 88.9 93.5

300 - 359 PM 83.2 86.8 80.1 86.8 86.2 84.8 85.5 89.5 87.3 84.4 90.1 72.7
94.5 74.2 84.8 87.8 87.0 87.6

400 - 459 PM 85.3 81.1 72.5 89.8 77.4 83.9 88.0 86.0 88.9 84.2 87.7 74.3
83.0 79.8 84.3 87.3 89.0 79.5

500 - 559 PM 84.8 81.9 73.0 86.4 84.0 82.3 84.9 80.6 86.1 83.6 88.8 78.4
85.2 68.3 80.3 84.4 82.3 86.3

600 - 659 PM 86.4 85.2 77.4 87.8 79.9 77.2 84.3 83.6 90.1 83.8 89.2 80.4
84.6 71.0 84.3 86.3 85.1 83.9

700 - 759 PM 83.3 85.6 76.7 88.8 85.9 78.6 83.2 77.2 87.7 71.2 81.0 69.8
83.6 79.2 83.5 85.6 82.2 77.1

800 - 859 PM 81.8 81.9 78.6 85.8 80.0 85.6 85.3 79.1 87.4 79.3 84.0 76.2
86.9 73.2 84.3 83.6 83.1 80.3

900 - 959 PM 85.7 79.5 76.0 89.6 86.7 85.8 84.4 80.6 77.2 84.6 82.4 81.0
80.1 62.1 84.4 82.6 87.9 87.9

1000 - 1059 PM 88.6 84.3 78.1 90.4 88.4 J/ 81.8 90.6 81.2 78.8 79.5 83.2
83.6 74.6 85.2 85.9 80.6 88.0

1100 - 559 AM 83.0 81.5 80.1 77.6 83.9 J/ 93.1 86.6 84.3 82.3 86.5 75.4
79.3 56.9 85.8 88.0 82.5 89.0

TOTAL, ALL ARRIVALS,

BY AIRPORT 86.9 85.4 80.1 88.5 86.9 85.7 86.6 85.1 88.2 83.4 86.7 78.3
84.5 75.2 86.3 86.0 86.0 86.7

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 85.5 91.7 93.3 88.5 48.3 60.0 J/ 72.4 J/ 60.0 88.7 J/ 88.1
100.0 85.5

700 - 759 AM 94.0 82.0 91.5 81.3 93.9 90.2 94.5 91.4 95.2 97.9 79.3 91.3
92.0 74.4 88.5

800 - 859 AM 96.5 86.4 92.6 85.4 85.3 77.5 93.7 88.2 94.2 83.6 82.4 91.2
93.0 98.1 88.9

900 - 959 AM 86.1 85.4 90.0 75.4 86.5 79.6 92.1 90.5 86.3 81.2 82.5 92.4
91.2 79.8 86.7

1000 - 1059 AM 91.0 88.1 88.4 83.3 81.9 80.8 92.3 88.0 83.6 82.5 80.0
90.7 92.5 92.0 87.6

1100 - 1159 AM 90.0 86.3 86.8 87.7 87.5 83.3 92.3 87.5 88.7 80.1 78.7
87.3 90.8 89.4 86.8

1200 - 1259 PM 89.5 84.4 89.6 82.4 83.1 85.2 87.5 84.5 85.2 73.1 75.8
84.3 90.2 89.3 85.8

100 - 159 PM 91.7 82.4 90.8 88.9 84.0 81.9 88.7 87.0 85.9 84.1 81.4 85.5
93.3 83.0 87.1

200 - 259 PM 86.3 81.4 88.4 82.1 71.2 73.3 86.9 88.9 80.9 80.3 80.8 90.0
88.7 91.2 85.6

300 - 359 PM 91.7 80.1 88.8 80.8 80.5 74.4 86.5 90.4 78.8 72.6 76.4 83.3
87.9 89.4 84.7

400 - 459 PM 92.9 82.6 87.8 82.2 85.8 78.7 90.0 86.7 82.9 77.5 83.0 88.4
88.7 83.2 84.2

500 - 559 PM 86.1 70.9 84.5 81.4 83.2 72.4 83.8 86.4 79.6 72.2 78.9 89.6
83.3 90.0 82.3

600 - 659 PM 87.6 84.6 82.8 81.3 83.6 71.1 84.9 84.7 74.5 76.9 80.1 89.1
82.8 83.5 82.9

700 - 759 PM 81.6 73.5 87.2 78.0 77.7 70.0 86.4 87.6 76.4 79.3 78.3 85.8
86.8 81.7 81.6

800 - 859 PM 84.8 73.9 80.5 86.6 83.1 69.6 85.8 86.6 77.4 72.8 79.3 88.3
85.2 86.7 81.7

900 - 959 PM 92.2 67.9 84.7 86.4 82.2 72.7 84.7 86.9 69.2 78.3 71.7 85.7
83.1 83.0 82.4

1000 - 1059 PM 82.1 86.4 82.0 77.7 83.9 77.4 81.0 82.0 75.9 74.9 80.4
88.2 88.1 81.4 83.0

1100 - 559 AM 82.5 86.2 88.0 85.3 76.0 78.8 83.2 84.8 83.0 77.7 86.5
78.4 84.3 85.6 82.8

TOTAL, ALL ARRIVALS,

BY AIRPORT 89.1 81.6 87.7 81.8 82.0 77.1 87.9 87.3 81.6 78.1 79.6 87.6
88.7 86.2 84.8

NOVEMBER 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 88.9 87.7 95.0 94.5 94.3 94.8 93.1 89.7 86.3 86.1 96.4 90.7
97.7 63.3 94.8 92.5 92.6 96.0

700 - 759 AM 90.0 92.3 86.8 91.9 93.0 92.1 93.4 87.9 87.9 91.8 96.0 92.2
94.2 79.5 92.4 90.7 94.3 96.8

800 - 859 AM 91.0 88.3 86.1 86.7 89.9 92.6 92.5 86.8 90.5 91.9 92.8 90.4
92.1 86.4 95.3 90.7 90.2 95.3

900 - 959 AM 88.4 89.0 83.5 90.4 91.5 93.2 92.7 83.7 86.7 92.3 92.5 92.5
88.2 76.9 91.2 88.7 88.0 92.6

1000 - 1059 AM 86.6 90.9 89.4 92.9 91.7 92.2 87.3 88.1 83.6 89.5 90.6
92.2 88.0 70.2 87.1 86.7 89.5 93.9

1100 - 1159 AM 89.1 92.6 81.9 85.3 97.0 94.2 85.1 85.5 84.9 87.7 89.6
96.1 85.1 82.7 84.2 85.6 85.9 91.4

1200 - 1259 PM 85.6 87.7 80.8 86.6 90.4 92.5 87.4 82.8 83.5 90.8 87.8
90.9 92.1 66.7 85.7 87.5 85.1 91.3

100 - 159 PM 86.2 87.3 83.0 87.8 89.7 87.6 89.4 81.1 81.8 81.8 90.7 87.6
88.4 87.5 85.4 82.4 84.0 89.1

200 - 259 PM 86.0 87.3 81.3 91.8 85.0 86.1 86.6 79.9 85.9 87.1 86.8 90.0
85.2 79.1 84.4 81.8 83.0 91.5

300 - 359 PM 79.1 83.6 77.9 83.1 91.5 90.3 86.6 83.3 85.9 88.5 89.2 78.5
86.0 77.4 83.2 87.4 86.1 88.4

400 - 459 PM 80.2 86.0 76.2 86.0 90.5 87.8 88.3 83.4 86.3 86.6 89.5 74.9
92.9 84.1 81.7 83.8 85.8 87.4

500 - 559 PM 79.7 83.8 66.5 91.7 73.3 88.9 85.0 79.9 85.5 85.2 84.6 79.9
86.8 72.1 78.4 81.9 88.7 83.8

600 - 659 PM 78.2 80.3 78.6 77.5 85.0 86.3 84.8 76.5 74.1 84.2 88.2 91.3
84.0 61.6 78.4 84.5 82.9 90.7

700 - 759 PM 80.2 81.8 65.9 87.7 86.9 89.0 83.2 80.6 87.2 86.2 86.8 84.3
85.2 71.0 82.4 83.6 82.9 91.3

800 - 859 PM 82.9 85.6 75.4 89.1 86.1 89.1 89.2 76.1 90.4 81.4 79.4 77.8
87.5 82.4 79.1 80.3 83.0 85.4

900 - 959 PM 81.0 88.9 78.4 88.7 90.4 96.2 80.6 84.0 87.1 J/ 79.2 50.0
87.1 77.8 80.3 88.3 89.7 89.1

1000 - 1059 PM 87.0 J/ 66.7 92.0 92.4 J/ J/ 85.7 J/ J/ J/ 0.0 92.0 90.0
91.0 89.0 J/ J/

1100 - 559 AM 89.1 88.9 82.8 J/ J/ J/ 88.0 78.0 J/ 94.3 96.6 89.3 J/ J/
87.3 92.3 87.9 96.7

TOTAL, ALL DEPARTURES,

BY AIRPORT 84.8 87.1 80.3 87.7 89.6 90.4 87.7 82.8 85.4 88.1 89.5 86.2
88.2 76.0 86.0 86.7 87.2 91.1

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 93.4 89.9 92.2 95.0 94.1 92.5 94.2 90.6 87.7 92.0 93.2 94.6
95.3 97.4 91.9

700 - 759 AM 89.9 89.0 92.5 90.8 92.2 89.5 93.9 89.9 90.2 90.5 90.9 93.2
90.1 94.8 91.3

800 - 859 AM 85.3 91.6 88.6 89.4 90.2 84.5 91.4 89.2 88.2 88.8 84.6 91.0
91.9 88.9 89.7

900 - 959 AM 86.4 93.1 91.6 83.4 84.4 85.6 89.1 86.3 90.7 84.6 84.4 87.7
91.9 94.7 88.1

1000 - 1059 AM 85.4 88.3 94.9 85.5 93.5 74.2 87.7 95.6 85.8 80.3 85.4
91.8 92.4 89.5 87.6

1100 - 1159 AM 84.4 87.1 90.8 87.4 86.0 84.7 89.8 85.7 83.1 75.3 82.3
91.7 90.8 92.1 87.2

1200 - 1259 PM 84.0 89.9 88.1 85.7 83.2 88.4 85.2 94.8 84.5 77.0 80.0
86.2 90.5 90.8 85.7

100 - 159 PM 88.7 86.8 91.3 86.5 87.0 84.5 84.0 93.9 85.0 79.9 78.9 86.2
91.7 89.8 86.1

200 - 259 PM 81.7 84.7 87.2 86.6 90.6 80.9 83.5 85.7 83.9 83.5 85.8 91.1
88.7 82.6 84.9

300 - 359 PM 78.3 80.9 87.4 83.0 63.2 70.3 82.0 82.6 80.0 76.2 83.2 88.7
85.3 92.4 83.3

400 - 459 PM 83.1 75.8 88.2 81.9 77.0 83.7 82.1 87.8 84.1 80.7 87.9 85.6
88.1 85.4 84.3

500 - 559 PM 89.3 78.6 88.0 80.6 86.1 76.5 83.4 85.8 82.8 76.2 76.5 87.4
86.6 85.1 82.1

600 - 659 PM 86.2 86.6 86.2 79.9 79.1 71.6 82.0 88.1 74.5 78.0 84.3 91.0
81.8 90.8 81.7

700 - 759 PM 75.2 80.9 89.0 81.5 78.0 69.5 80.9 89.1 74.7 71.2 84.7 85.9
84.8 90.0 82.1

800 - 859 PM 79.9 87.8 85.7 85.2 72.3 76.9 82.6 88.3 74.6 71.4 77.6 87.2
81.8 81.4 82.3

900 - 959 PM 84.7 96.7 87.8 88.3 93.1 80.4 78.5 88.5 81.3 80.7 64.4 86.3
85.1 90.1 84.4

1000 - 1059 PM J/ 93.3 J/ J/ 65.5 84.4 84.6 91.8 85.2 90.2 84.8 88.5
91.0 83.3 88.6

1100 - 559 AM 90.0 90.2 92.7 96.0 97.6 90.2 95.4 96.6 89.7 94.3 93.6 J/
96.4 93.2 90.4

TOTAL, ALL DEPARTURES,

BY AIRPORT 84.8 85.4 89.5 85.3 85.5 80.6 85.8 87.9 84.2 82.4 84.4 89.4
88.1 90.2 86.0

NOVEMBER 2001

AIR TRAVEL CONSUMER REPORT

TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF THE
TIME OR MORE

NUMBER OF PERCENTAGE OF FLIGHT

FLIGHT ORIGIN-DESTIN. SCHEDULED OPERATIONS OPERATIONS ARRIVING NO. OF
MIN. LATE

CARRIER NUMBER AIRPORTS DEPARTURE TIME REPORTED 15 MINUTES LATE OR MORE
D/ AVERAGE MEDIAN

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

AS 269 LAX-SEA 1945 15 86.67 21 18

DL 440 ATL-ORD 0810 29 82.76 25 29

> NOVEMBER 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
>
> \-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-- \-\-\-\-\-\-\-\-\--
>
> UNITED 1,485 7 0.5
>
> ALASKA 383 1 0.3
>
> AMERICAN 1,706 4 0.2
>
> CONTINENTAL 958 1 0.1
>
> AMERICAN EAGLE 1,206 1 0.1
>
> DELTA 2,035 1 0.0
>
> SOUTHWEST 2,740 1 0.0
>
> AMERICA WEST 483 0 0.0
>
> TRANS WORLD 578 0 0.0
>
> NORTHWEST 1,295 0 0.0
>
> US AIRWAYS 1,603 0 0.0
>
> TOTAL 14,472 16 0.1
>
> NOVEMBER 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) 78.4 90.5 199 199 EAGLE, CO. (EGE) 70.0 80.0 10 10
>
> AKRON/CANTON, OH. (CAK) 96.6 86.2 29 29 EL PASO, TX. (ELP) 88.1 90.7
> 1,649 1,648
>
> ALBANY, N.Y. (ALB) 80.0 87.1 1,134 1,134 ERIE, PA. (ERI) 95.8 95.8 120
> 120
>
> ALBUQUERQUE, N.M. (ABQ) 88.5 89.8 2,912 2,913 EUGENE, OR. (EUG) 76.7
> 90.0 90 90
>
> ALLENTOWN, PA. (ABE) 84.5 90.0 233 231 EVANSVILLE, IN. (EVV) 76.9 85.9
> 156 156
>
> AMARILLO, TX. (AMA) 86.2 90.3 472 472 FAIRBANKS, AK. (FAI) 82.3 86.1
> 389 388
>
> ANCHORAGE, AK. (ANC) 78.3 82.0 1,435 1,437 FARGO, N.D. (FAR) 84.0 92.4
> 144 144
>
> ASHEVILLE, N.C. (AVL) 94.3 94.3 123 123 FAYETTEVILLE ARKANSAS REG
> (XNA) 71.2 76.9 396 398
>
> ATLANTA, GA. (ATL) 86.9 84.8 18,547 18,565 FLINT, MI. (FNT) 88.3 89.8
> 60 59
>
> AUSTIN, TX. (AUS) 85.9 90.2 3,047 3,047 FRESNO, CA. (FAT) 89.2 86.9
> 260 260
>
> BALTIMORE, MD. (BWI) 80.1 80.3 7,519 7,521 FT. LAUDERDALE, FL. (FLL)
> 86.7 89.5 3,907 3,904
>
> BANGOR, ME. (BGR) 88.7 85.0 194 193 FT. MYERS, FL. (RSW) 87.5 93.1
> 1,225 1,226
>
> BARROW, AK. (BRW) 86.2 89.7 58 58 FT. SMITH, AR. (FSM) 83.8 91.2 228
> 228
>
> BATON ROUGE, LA. (BTR) 82.9 88.4 345 344 FT. WAYNE, IN. (FWA) 71.6
> 82.5 201 200
>
> BEAUMONT/PORT ARTHUR, TX (BPT) 83.0 88.0 141 142 GRAND FORKS, N.D.
> (GFK) 74.0 92.1 77 76
>
> BETHEL, AK. (BET) 79.5 80.4 112 112 GRAND RAPIDS, MI. (GRR) 79.6 88.5
> 764 764
>
> BILLINGS, MT. (BIL) 86.5 96.6 208 207 GREAT FALLS, MT. (GTF) 86.1 91.4
> 209 209
>
> BIRMINGHAM, AL. (BHM) 87.8 89.5 1,356 1,352 GREEN BAY, WI. (GRB) 82.4
> 94.1 239 237
>
> BISMARCK, N.D. (BIS) 82.8 94.8 116 115 GREENSBORO/HIGH PT., N.C. (GSO)
> 86.9 91.4 823 823
>
> BLOOMINGTON, IL. (BMI) 71.4 86.9 84 84 GREENVILLE/SPARTBG., S.C. (GSP)
> 83.0 91.2 407 407
>
> BOISE, ID. (BOI) 88.6 91.0 866 865 GULFPORT/BILOXI, MS. (GPT) 66.7
> 90.0 30 30
>
> BOSTON, MA. (BOS) 85.4 87.1 8,302 8,304 HARLINGEN, TX. (HRL) 88.0 88.0
> 301 301
>
> BOZEMAN, MT. (BZN) 90.7 95.8 118 118 HARRISBURG, PA. (MDT) 85.0 86.8
> 441 441
>
> BUFFALO, N.Y. (BUF) 82.5 89.8 1,169 1,169 HARTFORD, CT./SPGFLD, MA.
> (BDL) 83.1 89.7 2,470 2,467
>
> BURBANK, CA. (BUR) 81.3 83.1 1,937 1,937 HELENA, MT. (HLN) 86.2 91.4
> 58 58
>
> BURLINGTON, VT. (BTV) 80.1 89.3 206 206 HONOLULU, OAHU, HI. (HNL) 71.3
> 90.2 783 783
>
> CEDAR RAPIDS/IOWA CTY,IA. (CID) 85.5 90.4 488 490 HOUSTON, TX. (HOU)
> 85.5 81.7 4,392 4,391
>
> CHAMPAIGN, IL. (CMI) 69.4 82.3 147 147 HOUSTON, TX. (IAH) 84.5 88.2
> 9,741 9,743
>
> CHARLESTON, S.C. (CHS) 85.4 90.7 377 377 HUNTSVILLE/DECATUR, AL. (HSV)
> 85.2 94.4 304 305
>
> CHARLOTTE, N.C. (CLT) 88.5 87.7 9,367 9,376 INDIANAPOLIS, IN. (IND)
> 84.0 88.4 2,719 2,718
>
> CHATTANOOGA, TN. (CHA) 81.0 89.3 84 84 INDIO/PALM SPRINGS, CA. (PSP)
> 86.2 87.8 573 572
>
> CHICAGO, IL. (MDW) 89.1 84.8 3,937 3,937 ISLIP/LONG IS., N.Y. (ISP)
> 85.1 85.5 820 820
>
> CHICAGO, IL. (ORD) 81.8 85.3 24,160 24,163 JACKSON/VICKSBURG, MS.
> (JAN) 81.7 86.9 518 519
>
> CINCINNATI, OH. (CVG) 86.9 89.6 5,179 5,179 JACKSONVILLE, FL. (JAX)
> 86.0 90.7 1,909 1,908
>
> CLEVELAND, OH. (CLE) 87.0 91.5 3,633 3,635 JUNEAU, AK. (JNU) 75.1 74.4
> 293 293
>
> COLLEGE STATION, TX. (CLL) 88.3 92.2 205 205 KAHULUI, MAUI, HI. (OGG)
> 70.4 80.5 334 334
>
> COLORADO SPRINGS, CO. (COS) 85.1 90.5 693 692 KALAMAZOO, MI. (AZO)
> 78.0 89.5 200 200
>
> COLUMBIA, S.C. (CAE) 89.1 90.8 174 173 KALISPELL, MT. (FCA) 89.1 90.8
> 119 119
>
> COLUMBUS, OH. (CMH) 83.9 90.0 2,890 2,888 KANSAS CITY, MO. (MCI) 87.7
> 91.4 4,420 4,420
>
> CORDOVA, AK. (CDV) 87.9 91.4 58 58 KETCHIKAN, AK. (KTN) 78.0 88.1 177
> 177
>
> CORPUS CHRISTI, TX. (CRP) 74.1 78.8 355 354 KEY WEST, FL. (EYW) 85.9
> 91.3 149 150
>
> DALLAS/FT. WORTH, TX. (DAL) 87.7 85.0 3,459 3,459 KILLEEN, TX. (ILE)
> 79.7 84.5 237 239
>
> DALLAS/FT. WORTH, TX. (DFW) 85.1 82.8 21,987 21,970 KING SALMON, AK.
> (AKN) 75.0 75.0 12 12
>
> DAYTON, OH. (DAY) 85.8 90.0 763 762 KNOXVILLE, TN. (TYS) 85.9 90.1 262
> 262
>
> DAYTONA BEACH, FL. (DAB) 80.3 92.3 117 117 KODIAK, AK. (ADQ) 82.8 82.8
> 58 58
>
> DEADHORSE, AK. (SCC) 77.8 82.2 45 45 KONA, HAWAII., HI. (KOA) 72.5
> 90.8 120 120
>
> DENVER, CO. (DEN) 86.6 87.7 8,616 8,617 KOTZEBUE, AK. (OTZ) 88.5 86.2
> 87 87
>
> DES MOINES, IA. (DSM) 85.2 93.3 637 638 LA CROSSE, WI. (LSE) 75.9 88.0
> 141 142
>
> DETROIT, MI. (DTW) 88.2 85.4 10,601 10,609 LAFAYETTE, LA. (LFT) 79.1
> 83.2 172 173
>
> DILLINGHAM, AK. (DLG) 75.0 83.3 12 12 LANSING, MI. (LAN) 83.9 93.7 223
> 222
>
> DUBUQUE, IA. (DBQ) 72.2 82.2 90 90 LAREDO, TX. (LRD) 71.8 83.9 117 118
>
> DULUTH, MN. (DLH) 75.0 85.0 140 140 LAS VEGAS, NV. (LAS) 86.3 86.0
> 10,552 10,551
>
> DUTCH HARBOR, AK. (DUT) 56.9 51.7 58 58 LAWTON, OK. (LAW) 78.5 84.6
> 214 214
>
> NOVEMBER 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.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> LEXINGTON/FRKFT, KY. (LEX) 89.0 93.5 200 199 RENO, NV. (RNO) 85.5 86.8
> 1,894 1,895
>
> LIHUE, KAUAI, HI. (LIH) 62.5 89.1 64 64 RICHMOND, VA. (RIC) 83.0 89.6
> 1,227 1,226
>
> LINCOLN, NE. (LNK) 90.7 94.4 54 54 ROCHESTER, MN. (RST) 85.4 93.4 199
> 198
>
> LITTLE ROCK, AR. (LIT) 86.7 90.4 1,160 1,158 ROCHESTER, N.Y. (ROC)
> 87.1 91.9 742 741
>
> LONG BEACH, CA. (LGB) 83.0 88.7 141 141 SACRAMENTO, CA. (SMF) 84.4
> 83.4 3,167 3,165
>
> LONGVIEW, TX. (GGG) 85.7 92.4 119 119 SAGINAW, MI. (MBS) 82.6 94.2 138
> 138
>
> LOS ANGELES, CA. (LAX) 86.0 86.7 14,150 14,148 SALT LAKE CITY, UT.
> (SLC) 87.6 89.4 5,728 5,729
>
> LOUISVILLE, KY. (SDF) 89.1 91.4 1,596 1,593 SAN ANGELO, TX. (SJT) 84.6
> 90.9 175 175
>
> LUBBOCK, TX. (LBB) 81.9 83.8 603 604 SAN ANTONIO, TX. (SAT) 84.1 89.9
> 2,892 2,893
>
> MADISON, WI. (MSN) 78.9 89.3 441 441 SAN DIEGO, CA. (SAN) 81.6 84.2
> 5,956 5,959
>
> MANCHESTER, N.H. (MHT) 85.4 88.9 1,319 1,317 SAN FRANCISCO, CA. (OAK)
> 81.1 76.8 4,637 4,638
>
> MARQUETTE, MI. (MQT) 80.0 83.3 30 30 SAN FRANCISCO, CA. (SFO) 79.6
> 84.4 7,901 7,898
>
> MAYAGUEZ, P.R. (MAZ) 60.0 82.5 30 57 SAN JOSE, CA. (SJC) 82.5 83.6
> 4,999 4,996
>
> MEDFORD, OR. (MFR) 87.8 86.7 90 90 SAN JUAN, P.R. (SJU) 77.7 85.2
> 2,062 2,033
>
> MELBOURNE, FL. (MLB) 87.9 96.6 116 116 SAN LUIS OBISPO, CA. (SBP) 86.7
> 85.3 203 204
>
> MEMPHIS, TN. (MEM) 87.8 86.7 3,563 3,561 SANTA BARBARA, CA. (SBA) 91.1
> 91.4 293 292
>
> MIAMI, FL. (MIA) 81.6 85.4 5,197 5,195 SARASOTA/BRAD., FL. (SRQ) 92.3
> 93.6 298 298
>
> MIDLAND/ODESSA, TX. (MAF) 81.2 84.0 573 575 SAVANNAH, GA. (SAV) 85.8
> 90.8 478 479
>
> MILWAUKEE, WI. (MKE) 83.3 90.4 1,284 1,286 SCRANTON/WILKES-BARRE,PA.
> (AVP) 86.7 97.5 120 120
>
> MINNEAPLS/ST.P, MN. (MSP) 87.7 89.5 10,427 10,436 SEATTLE, WA. (SEA)
> 78.1 82.4 7,212 7,215
>
> MINOT, N.D. (MOT) 83.3 95.6 90 90 SHREVEPORT, LA. (SHV) 83.4 85.7 379
> 378
>
> MISSION/MCALLEN, TX. (MFE) 76.5 90.8 226 228 SIOUX FALLS, S.D. (FSD)
> 85.2 91.6 237 237
>
> MISSOULA, MT. (MSO) 90.6 96.0 149 149 SITKA, AK. (SIT) 67.0 84.1 88 88
>
> MOBILE,AL./PASCAGOULA,MS. (MOB) 87.2 91.9 172 172 SOUTH BEND, IN.
> (SBN) 75.7 94.6 37 37
>
> MOLINE, IL. (MLI) 86.5 92.2 141 141 SPOKANE, WA. (GEG) 84.7 86.3 961
> 960
>
> MONROE, LA. (MLU) 88.4 90.7 86 86 SPRINGFIELD, MO. (SGF) 86.8 90.2 348
> 348
>
> MONTEREY, CA. (MRY) 90.5 89.2 148 148 ST. CROIX, V.I. (STX) 72.6 77.2
> 146 145
>
> MYRTLE BEACH, S.C. (MYR) 89.1 94.9 238 237 ST. LOUIS, MO. (STL) 88.7
> 88.1 11,756 11,760
>
> NASHVILLE, TN. (BNA) 88.9 89.6 4,181 4,179 ST. THOMAS, V.I. (STT) 76.9
> 86.9 347 343
>
> NEW ORLEANS, LA. (MSY) 85.4 89.4 3,829 3,829 SYRACUSE, N.Y. (SYR) 87.3
> 92.9 732 729
>
> NEW YORK, N.Y. (JFK) 75.2 76.0 3,483 3,485 TALLAHASSEE, FL. (TLH) 84.3
> 92.1 89 89
>
> NEW YORK, N.Y. (LGA) 86.0 87.2 7,529 7,531 TAMPA, FL. (TPA) 86.2 90.2
> 5,012 5,013
>
> NEWARK, N.J. (EWR) 83.4 88.1 8,153 8,157 TEXARKANA, AR. (TXK) 86.2
> 92.4 145 145
>
> NEWBURGH, N.Y. (SWF) 88.8 91.0 89 89 TOLEDO, OH. (TOL) 79.1 87.2 148
> 148
>
> NOME, AK. (OME) 83.9 80.5 87 87 TRAVERSE CITY, MI. (TVC) 79.9 91.3 149
> 149
>
> NORFOLK/VA. BEACH, VA. (ORF) 83.1 87.8 1,564 1,565 TUCSON, AZ. (TUS)
> 84.7 90.3 1,336 1,335
>
> OKLAHOMA CITY, OK. (OKC) 85.0 89.2 1,612 1,609 TULSA, OK. (TUL) 86.4
> 89.9 1,694 1,695
>
> OMAHA, NE. (OMA) 84.5 89.9 1,451 1,450 TYLER, TX. (TYR) 83.9 92.0 236
> 237
>
> ONTARIO, CA. (ONT) 85.2 86.2 2,630 2,630 VALPARAISO, FL. (VPS) 86.4
> 86.4 176 176
>
> ORANGE COUNTY, CA. (SNA) 82.8 85.4 3,232 3,232 WACO, TX. (ACT) 87.2
> 90.6 203 203
>
> ORLANDO, FL. (MCO) 86.7 91.1 6,580 6,579 WASHINGTON, D.C. (DCA) 85.7
> 90.4 4,314 4,305
>
> PASCO, WA. (PSC) 91.4 87.9 58 58 WASHINGTON, D.C. (IAD) 78.3 86.2
> 3,987 3,989
>
> PENSACOLA, FL. (PNS) 88.1 90.4 344 344 WEST PALM BEACH, FL. (PBI) 86.6
> 91.5 1,840 1,837
>
> PEORIA, IL. (PIA) 78.2 84.9 119 119 WHITE PLAINS, N.Y. (HPN) 82.0 84.8
> 523 526
>
> PETERSBURG, AK. (PSG) 74.1 74.1 58 58 WICHITA FALLS, TX. (SPS) 82.6
> 86.0 178 178
>
> PHILADELPHIA, PA. (PHL) 77.1 80.6 8,873 8,877 WICHITA, KS. (ICT) 87.3
> 94.1 490 490
>
> PHOENIX, AZ. (PHX) 87.9 85.8 13,048 13,049 WILMINGTON, N.C. (ILM) 94.3
> 97.1 176 175
>
> PITTSBURGH, PA. (PIT) 87.3 87.9 7,971 7,971 WORCESTER, MA. (ORH) 76.7
> 91.4 60 58
>
> PORTLAND, ME. (PWM) 81.8 87.7 611 611 WRANGELL, AK. (WRG) 77.6 84.5 58
> 58
>
> PORTLAND, OR. (PDX) 82.0 85.5 3,984 3,984 YAKUTAT, AK. (YAK) 79.3 87.9
> 58 58
>
> PROVIDENCE, R.I. (PVD) 82.8 86.4 2,179 2,177
>
> RALEIGH/DURHAM, N.C. (RDU) 83.0 85.7 3,566 3,564
>
> RAPID CITY, S.D. (RAP) 87.8 94.4 90 90

NOVEMBER 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 19576 558 2.9 104 34430 1083 3.1

AMERICAN S/ 32 37922 526 1.4 93 50000 677 1.4

DELTA S/ 32 45085 594 1.3 108 59226 816 1.4

ALASKA S/ 8 6235 57 0.9 36 11490 150 1.3

NORTHWEST S/ 32 25935 208 0.8 108 37734 307 0.8

US AIRWAYS S/ 27 36308 292 0.8 70 46861 368 0.8

SOUTHWEST S/ 15 32801 281 0.9 59 76856 599 0.8

AMERICA WEST S/ 26 11002 62 0.6 50 13986 80 0.6

CONTINENTAL S/ 30 20385 112 0.5 74 26824 136 0.5

UNITED S/ 31 35897 183 0.5 82 43391 207 0.5

TRANS WORLD /S 28 12573 56 0.4 65 16588 74 0.4

T O T A L 283,719 2,929 1.0 417,386 4,497 1.1

**[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         | >                            |
|        |                              | > CO Continental Airlines    |
|        | Cincinnati. Greater          | >                            |
|        | Cincinnati CVG               | > DL Delta Air Lines         |
|        |                              | >                            |
|        | Dallas-Fort Worth            | > NW Northwest Airlines      |
|        | International DFW            | >                            |
|        |                              | > WN Southwest Airlines      |
|        | Denver International DEN     | >                            |
|        |                              | > TW Trans World Airlines    |
|        | Detroit. Metro Wayne County  | >                            |
|        | DTW                          | > UA United Airlines         |
|        |                              | >                            |
|        | Houston. George Bush IAH     | > US US Airways              |
|        |                              |                              |
|        | Las Vegas. McCarran          | ![](media/image7.wmf){       |
|        | International LAS            | width="2.6194444444444445in" |
|        |                              | he                           |
|        | Los Angeles International    | ight="0.6347222222222222in"} |
|        | LAX                          |                              |
|        |                              |                              |
|        | Miami International MIA      |                              |
|        |                              |                              |
|        | Minneapolis-St. Paul         |                              |
|        | International MSP            |                              |
|        |                              |                              |
|        | Newark International EWR     |                              |
|        |                              |                              |
|        | New York. JFK International  |                              |
|        | JFK                          |                              |
|        |                              |                              |
|        | New York. LaGuardia LGA      |                              |
|        |                              |                              |
|        | Orlando International MCO    |                              |
|        |                              |                              |
|        | Philadelphia International   |                              |
|        | PHL                          |                              |
|        |                              |                              |
|        | Phoenix. Sky Harbor          |                              |
|        | International PHX            |                              |
|        |                              |                              |
|        | Pittsburgh. Greater          |                              |
|        | International PIT            |                              |
|        |                              |                              |
|        | Portland International PDX   |                              |
|        |                              |                              |
|        | St. Louis. Lambert STL       |                              |
|        |                              |                              |
|        | Salt Lake City International |                              |
|        | SLC                          |                              |
|        |                              |                              |
|        | San Diego. Lindbergh Field   |                              |
|        | SAN                          |                              |
|        |                              |                              |
|        | San Francisco International  |                              |
|        | SFO                          |                              |
|        |                              |                              |
|        | Seattle-Tacoma International |                              |
|        | SEA                          |                              |
|        |                              |                              |
|        | Tampa. Tampa International   |                              |
|        | TPA                          |                              |
|        |                              |                              |
|        | Washington. Reagan National  |                              |
|        | DCA                          |                              |
+--------+------------------------------+------------------------------+

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

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***NOVEMBER***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             | *   |       |       |   | **   |        |       |
|   |             | *NO |       |       |   | NOVE |        |       |
|   |             | VEM |       |       |   | 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      | 2,  | 93    | **2   |   | 2    | 9      | **3   |
|   | AIRLINES    | 625 | 6,336 | .80** |   | ,872 | 51,836 | .02** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 2 | DELTA AIR   | 19, | 6,38  | **3   |   | 37   | 8,1    | **4   |
|   | LINES       | 478 | 0,477 | .05** |   | ,539 | 31,902 | .62** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 3 | US AIRWAYS  | 12, | 3,70  | **3   |   | 21   | 5,0    | **4   |
|   |             | 056 | 5,748 | .25** |   | ,321 | 89,757 | .19** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 4 | AMERICA     | 4,  | 1,36  | **3   |   | 9    | 1,6    | **5   |
|   | WEST        | 483 | 1,573 | .29** |   | ,017 | 22,709 | .56** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 5 | NORTHWEST   | 11, | 3,31  | **3   |   | 19   | 3,8    | **4   |
|   | AIRLINES    | 448 | 1,311 | .46** |   | ,347 | 97,128 | .96** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 6 | CONTINENTAL | 9,  | 2,76  | **3   |   | 15   | 3,0    | **5   |
|   | AIRLINES    | 848 | 6,375 | .56** |   | ,482 | 50,959 | .07** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 7 | SOUTHWEST   | 22, | 5,86  | **3   |   | 34   | 6,2    | **5   |
|   | AIRLINES    | 514 | 3,537 | .84** |   | ,489 | 20,439 | .54** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 8 | AMERICAN    | 18, | 4,73  | **3   |   | 28   | 5,4    | **5   |
|   | AIRLINES    | 761 | 5,945 | .96** |   | ,315 | 40,659 | .20** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 9 | UNITED      | 20, | 4,60  | **4   |   | 30   | 5,9    | **5   |
|   | AIRLINES    | 289 | 7,250 | .40** |   | ,482 | 59,413 | .11** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | TRANS WORLD | 7,  | 1,35  | **5   |   | 11   | 1,9    | **5   |
| 0 | AIRLINES    | 735 | 0,335 | .73** |   | ,215 | 98,669 | .61** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | AMERICAN    | 7,  | 86    | **9   |   | \*   | \*     | *     |
| 1 | EAGLE       | 993 | 4,972 | .24** |   |      |        | *\*** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   | TOTALS      | 1   | 35,88 | **3   |   | 210  | 42,3   | **4   |
|   |             | 37, | 3,859 | .82** |   | ,079 | 63,471 | .96** |
|   |             | 230 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+

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

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

**[OVERSALES]{.underline}**

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

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

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

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

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JULY-SEPTEMBER***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **JULY-SEPTEMBER                                                   **JULY-SEPTEMBER                                  
                          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***[^3]

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **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

  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------
                  **NOVEMBER                                          **NOVEMBER                            
                  2001**                                              2000**                                

                  COMPLAINTS   OPINIONS   COMPLIMENTS   INFO          COMPLAINTS   OPINIONS   COMPLIMENTS   INFO
                                                        REQUESTS                                            REQUESTS

                                                                                                            

  U.S. AIRLINES   374          17         0             23            1,187        56         6             30

  FOREIGN         74           0          0             4             170          5          0             3
  AIRLINES                                                                                                  

  TRAVEL AGENTS   42           0          0             0             15           0          0             0

  TOUR OPERATORS  3            0          0             0             2            0          0             0

  MISCELLANEOUS   23           14         0             14            16           18         0             7

  INDUSTRY TOTALS 516          31         0             41            1,390        79         6             40
  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------

DURING THE MONTH OF NOVEMBER 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[^4]

  ----------------------- ----------------------- ------------------------------------------------ ---------------------------- -- ----------------------- ------------------------------ ----------------------------
                          NOVEMBER 2001                                                                                            NOVEMBER 2000                                          

                                                                                                                                                                                          

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

                                                                                                                                                                                          

  REFUNDS                 1                       154                                                                              5                       66                             

                                                                                                                                                                                          

  CUSTOMER SERVICE        2                       87                                                                               2                       211                            

                                                                                                                                                                                          

  FLIGHT PROBLEMS         3                       75                                                                               1                       526                            

  CANCELLATIONS                                                                                    29                                                                                     196

  DELAYS                                                                                           13                                                                                     143

  MISCONNECTIONS                                                                                   8                                                                                      78

                                                                                                                                                                                          

  BAGGAGE                 4                       70                                                                               3                       211                            

                                                                                                                                                                                          

  RES/TKTG/BOARDING       5                       60                                                                               4                       143                            

                                                                                                                                                                                          

  FARES                   6                       29                                                                               7                       62                             

                                                                                                                                                                                          

  OTHER                   7                       13                                                                               8                       49                             

  FREQUENT FLYER                                                                                   2                                                                                      14

                                                                                                                                                                                          

  DISABILITY              8                       11                                                                               6                       65                             

                                                                                                                                                                                          

  OVERSALES               9                       11                                                                               9                       48                             

                                                                                                                                                                                          

  ADVERTISING             10                      5                                                                                11                      3                              

                                                                                                                                                                                          

  TOURS OR CHARTERS       11                      1                                                                                10                      6                              

                                                                                                                                                                                          

  ANIMALS                 12                      0                                                                                12                      0                              

                                                                                                                                                                                          

  COMPLAINT TOTAL                                 516                                                                                                      1,390                          
  ----------------------- ----------------------- ------------------------------------------------ ---------------------------- -- ----------------------- ------------------------------ ----------------------------

DURING THE MONTH OF NOVEMBER 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[^6]

NOVEMBER 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>1</td>
<td>1</td>
<td>3</td>
<td>0</td>
<td>2</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>11</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>0</td>
<td>2</td>
<td>2</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>7</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>6</td>
<td>4</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>22</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>8</td>
<td>1</td>
<td>4</td>
<td>3</td>
<td>18</td>
<td>6</td>
<td>11</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>51</td>
</tr>
<tr class="odd">
<td>AMERICAN TRANS AIR</td>
<td>1</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>9</td>
</tr>
<tr class="even">
<td>CONTINENTAL AIRLINES</td>
<td>3</td>
<td>0</td>
<td>5</td>
<td>4</td>
<td>9</td>
<td>4</td>
<td>10</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>35</td>
</tr>
<tr class="odd">
<td>DELTA AIR LINES</td>
<td>7</td>
<td>3</td>
<td>6</td>
<td>2</td>
<td>14</td>
<td>6</td>
<td>8</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>50</td>
</tr>
<tr class="even">
<td>NORTHWEST AIRLINES</td>
<td>4</td>
<td>1</td>
<td>5</td>
<td>3</td>
<td>6</td>
<td>2</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>SOUTHWEST AIRLINES</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>3</td>
<td>1</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>10</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>4</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>11</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>9</td>
<td>1</td>
<td>8</td>
<td>2</td>
<td>16</td>
<td>18</td>
<td>23</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>81</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>5</td>
<td>0</td>
<td>2</td>
<td>4</td>
<td>6</td>
<td>3</td>
<td>7</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>28</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>13</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>10</td>
<td>1</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>30</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>TOTAL NOVEMBER 2001</td>
<td>59</td>
<td>11</td>
<td>40</td>
<td>21</td>
<td>95</td>
<td>53</td>
<td>80</td>
<td>5</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>8</td>
<td>374</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>15.8</td>
<td>2.9</td>
<td>10.7</td>
<td>5.6</td>
<td>25.4</td>
<td>14.2</td>
<td>21.4</td>
<td>1.3</td>
<td>0.5</td>
<td>0</td>
<td>0</td>
<td>2.2</td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>TOTAL NOVEMBER 2000</td>
<td>477</td>
<td>37</td>
<td>113</td>
<td>52</td>
<td>51</td>
<td>163</td>
<td>191</td>
<td>59</td>
<td>2</td>
<td>4</td>
<td>0</td>
<td>38</td>
<td>1,187</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>40.2</td>
<td>3.1</td>
<td>9.5</td>
<td>4.4</td>
<td>4.3</td>
<td>13.7</td>
<td>16.1</td>
<td>5.0</td>
<td>0.2</td>
<td>0.3</td>
<td>0</td>
<td>3.2</td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td></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 NOVEMBER 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

NOVEMBER 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>NOV.</p></td>
<td><p>INCI-DENTS IN</p>
<p>NOV.</p></td>
<td>PERCENT</td>
<td></td>
<td><p>INCI-DENTS IN</p>
<p>OCT.</p></td>
<td>PERCENT</td>
<td></td>
<td>INCI-DENTS IN ALL PRIOR MONTHS</td>
<td>PERCENT</td>
<td></td>
<td>UN-KNOWN INCI-DENT DATE</td>
<td>PERCENT</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIRTRAN AIRWAYS</td>
<td>11</td>
<td>7</td>
<td>63.6</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>2</td>
<td>18.2</td>
<td></td>
<td>2</td>
<td>18.2</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>7</td>
<td>3</td>
<td>42.9</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>14.3</td>
<td></td>
<td>3</td>
<td>42.9</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>22</td>
<td>10</td>
<td>45.5</td>
<td></td>
<td>3</td>
<td>13.6</td>
<td></td>
<td>8</td>
<td>36.4</td>
<td></td>
<td>1</td>
<td>4.5</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>51</td>
<td>26</td>
<td>51.0</td>
<td></td>
<td>9</td>
<td>17.6</td>
<td></td>
<td>9</td>
<td>17.6</td>
<td></td>
<td>7</td>
<td>13.7</td>
</tr>
<tr class="odd">
<td>AMERICAN TRANS AIR</td>
<td>9</td>
<td>5</td>
<td>55.6</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>4</td>
<td>44.4</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>CONTINENTAL AIRLINES</td>
<td>35</td>
<td>18</td>
<td>51.4</td>
<td></td>
<td>5</td>
<td>14.3</td>
<td></td>
<td>8</td>
<td>22.9</td>
<td></td>
<td>4</td>
<td>11.4</td>
</tr>
<tr class="odd">
<td>DELTA AIR LINES</td>
<td>50</td>
<td>26</td>
<td>52.0</td>
<td></td>
<td>4</td>
<td>8.0</td>
<td></td>
<td>12</td>
<td>24.0</td>
<td></td>
<td>8</td>
<td>16.0</td>
</tr>
<tr class="even">
<td>NORTHWEST AIRLINES</td>
<td>29</td>
<td>13</td>
<td>44.8</td>
<td></td>
<td>5</td>
<td>17.2</td>
<td></td>
<td>6</td>
<td>20.7</td>
<td></td>
<td>5</td>
<td>17.2</td>
</tr>
<tr class="odd">
<td>SOUTHWEST AIRLINES</td>
<td>10</td>
<td>3</td>
<td>30.0</td>
<td></td>
<td>1</td>
<td>10.0</td>
<td></td>
<td>1</td>
<td>10.0</td>
<td></td>
<td>5</td>
<td>50.0</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>11</td>
<td>6</td>
<td>54.5</td>
<td></td>
<td>2</td>
<td>18.2</td>
<td></td>
<td>3</td>
<td>27.3</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>81</td>
<td>41</td>
<td>50.6</td>
<td></td>
<td>15</td>
<td>18.5</td>
<td></td>
<td>20</td>
<td>24.7</td>
<td></td>
<td>5</td>
<td>6.2</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>28</td>
<td>18</td>
<td>64.3</td>
<td></td>
<td>5</td>
<td>17.9</td>
<td></td>
<td>5</td>
<td>17.9</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>30</td>
<td>17</td>
<td>56.7</td>
<td></td>
<td>1</td>
<td>3.3</td>
<td></td>
<td>7</td>
<td>23.3</td>
<td></td>
<td>5</td>
<td>16.7</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td><strong>TOTALS</strong></td>
<td>374</td>
<td>193</td>
<td>51.6</td>
<td></td>
<td>50</td>
<td>13.4</td>
<td></td>
<td>86</td>
<td>23.0</td>
<td></td>
<td>45</td>
<td>12.0</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>1,187</td>
<td>299</td>
<td>25.2</td>
<td></td>
<td>172</td>
<td>14.5</td>
<td></td>
<td>316</td>
<td>26.6</td>
<td></td>
<td>400</td>
<td>33.7</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>

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

TABLE 5

AIR TRAVEL CONSUMER REPORT

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

BY COMPLAINT CATEGORY^\*\*^

NOVEMBER 2001

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

                                                                                                                                                                              

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

  ALLEGRO AIRLINES                  4          0            0                   0       0         0         1          0             0              0       0         0       5

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

  SABENA                            3          0            0                   0       8         0         0          0             0              0       0         0       11

  SWISSAIR                          2          0            0                   1       3         0         0          0             0              0       0         0       6

  OTHER FOREIGN AIRLINES            3          0            6                   3       10        13        4          5             1              1       0         1       47

  TOTALS                            12         0            7                   4       22        14        5          6             1              1       0         2       74

                                                                                                                                                                              

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

  EXPEDIA.COM                       0          0            1                   0       4         0         0          0             0              0       0         0       5

  ORBITZ.COM                        0          0            3                   0       2         0         0          0             1              0       0         0       6

  PRICELINE.COM                     0          0            1                   1       7         0         0          0             0              0       0         0       9

  TRAVELOCITY.COM                   1          0            1                   0       3         0         0          0             0              0       0         0       5

  OTHER TRAVEL AGENTS               0          0            1                   0       15        0         0          0             0              0       0         1       17

  TOTALS                            1          0            7                   1       31        0         0          0             1              0       0         1       42

                                                                                                                                                                              

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

  OTHER TOUR OPERATORS              1          0            0                   0       2         0         0          0             0              0       0         0       3

  TOTALS                            1          0            0                   0       2         0         0          0             0              0       0         0       3

                                                                                                                                                                              

  **[MISCELLANEOUS]{.underline}**                                                                                                                                             

  OTHER MISCELLANEOUS               2          0            6                   3       4         3         2          0             1              0       0         2       23

  TOTALS                            2          0            6                   3       4         3         2          0             1              0       0         2       23

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

DURING THE MONTH OF NOVEMBER 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

NOVEMBER

CONSUMER COMPLAINTS: RANKINGS

U.S. AIRLINES \*

<table>
<colgroup>
<col style="width: 6%" />
<col style="width: 13%" />
<col style="width: 3%" />
<col style="width: 10%" />
<col style="width: 13%" />
<col style="width: 12%" />
<col style="width: 1%" />
<col style="width: 10%" />
<col style="width: 13%" />
<col style="width: 13%" />
</colgroup>
<tbody>
<tr class="odd">
<td colspan="2"></td>
<td colspan="4"><strong>NOVEMBER 2001</strong></td>
<td></td>
<td colspan="3"><strong>NOVEMBER 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="rank-1">RANK</h1></td>
<td colspan="2"><h1 id="airline-1">AIRLINE</h1></td>
<td><h1 id="complaints-2">COMPLAINTS</h1></td>
<td><h1 id="enplanements">ENPLANEMENTS</h1></td>
<td><h1 id="enplanements-1">ENPLANEMENTS</h1></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td><h1 id="enplanements-2">ENPLANEMENTS</h1></td>
<td><h1 id="enplanements-3">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>10</td>
<td>5,710,792</td>
<td><strong>0.18</strong></td>
<td></td>
<td>22</td>
<td>6,230,782</td>
<td><strong>0.35</strong></td>
</tr>
<tr class="odd">
<td>2</td>
<td colspan="2"><em><strong>AMERICAN EAGLE AIRLINES</strong></em></td>
<td>3</td>
<td>898,224</td>
<td><strong>0.33</strong></td>
<td></td>
<td>15</td>
<td>1,027,649</td>
<td><strong>1.46</strong></td>
</tr>
<tr class="even">
<td>3</td>
<td colspan="2"><em><strong>ALASKA AIRLINES</strong></em></td>
<td>7</td>
<td>1,030,152</td>
<td><strong>0.68</strong></td>
<td></td>
<td>13</td>
<td>1,092,670</td>
<td><strong>1.19</strong></td>
</tr>
<tr class="odd">
<td>4</td>
<td colspan="2"><em><strong>US AIRWAYS</strong></em></td>
<td>28</td>
<td>3,876,394</td>
<td><strong>0.72</strong></td>
<td></td>
<td>103</td>
<td>5,292,057</td>
<td><strong>1.95</strong></td>
</tr>
<tr class="even">
<td>5</td>
<td colspan="2"><em><strong>DELTA AIR LINES</strong></em></td>
<td>50</td>
<td>6,600,384</td>
<td><strong>0.76</strong></td>
<td></td>
<td>119</td>
<td>8,450,977</td>
<td><strong>1.41</strong></td>
</tr>
<tr class="odd">
<td>6</td>
<td colspan="2"><em><strong>NORTHWEST AIRLINES</strong></em></td>
<td>29</td>
<td>3,742,290</td>
<td><strong>0.77</strong></td>
<td></td>
<td>116</td>
<td>4,652,816</td>
<td><strong>2.49</strong></td>
</tr>
<tr class="even">
<td>7</td>
<td colspan="2"><em><strong>TRANS WORLD AIRLINES</strong></em></td>
<td>11</td>
<td>1,321,448</td>
<td><strong>0.83</strong></td>
<td></td>
<td>63</td>
<td>2,062,855</td>
<td><strong>3.05</strong></td>
</tr>
<tr class="odd">
<td>8</td>
<td colspan="2"><em><strong>AMERICAN AIRLINES</strong></em></td>
<td>51</td>
<td>5,574,693</td>
<td><strong>0.91</strong></td>
<td></td>
<td>162</td>
<td>6,799,161</td>
<td><strong>2.38</strong></td>
</tr>
<tr class="even">
<td>9</td>
<td colspan="2"><em><strong>CONTINENTAL AIRLINES</strong></em></td>
<td>35</td>
<td>3,111,902</td>
<td><strong>1.12</strong></td>
<td></td>
<td>60</td>
<td>3,700,673</td>
<td><strong>1.62</strong></td>
</tr>
<tr class="odd">
<td>10</td>
<td colspan="2"><em><strong>UNITED AIRLINES</strong></em></td>
<td>81</td>
<td>5,021,463</td>
<td><strong>1.61</strong></td>
<td></td>
<td>252</td>
<td>6,743,646</td>
<td><strong>3.74</strong></td>
</tr>
<tr class="even">
<td>11</td>
<td colspan="2"><em><strong>AMERICA WEST AIRLINES</strong></em></td>
<td>22</td>
<td>1,347,523</td>
<td><strong>1.63</strong></td>
<td></td>
<td>74</td>
<td>1,668,381</td>
<td><strong>4.44</strong></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"><strong>TOTAL</strong></td>
<td><strong>327</strong></td>
<td><strong>38,235,265</strong></td>
<td><strong>.86</strong></td>
<td></td>
<td><strong>999</strong></td>
<td><strong>47,721,667</strong></td>
<td><strong>2.09</strong></td>
</tr>
</tbody>
</table>

DURING THE MONTH OF NOVEMBER 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. American Eagle reporting
> effective January 2001.

***COMPLAINT CATEGORIES\****

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

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

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

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

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

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

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

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

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

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

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

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

![](media/image10.wmf){width="2.0701388888888888in" height="0.7in"}NAS
01/02

[^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. American Eagle reporting
    > effective January 2001.

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

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

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

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

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