+-------------------------------+--------------------------------------+
| ![](media/image1.png)         | ![](media/ima                        |
| {width="0.8618055555555556in" | ge2.png){width="4.865277777777778in" |
| h                             | height="1.3875in"}                   |
| eight="0.8208333333333333in"} |                                      |
|                               |                                      |
| ###                           |                                      |
|                               |                                      |
| U.S. Department               |                                      |
|                               |                                      |
| of Transportation             |                                      |
+-------------------------------+--------------------------------------+

# 

## Air Travel Consumer Report

**A Product Of The**

####### Office of Aviation Enforcement and Proceedings

######## Aviation Consumer Protection Division

+---------------------------+------------------------------------------+
| >                         | #####  [Issued: March 2004]{.underline}  |
| ![](media/image3.png){wid |                                          |
| th="2.0076388888888888in" | > **Flight Delays**\* January 2004       |
| > heigh                   | >                                        |
| t="1.8333333333333333in"} | > 12 Months Ending January 2004          |
|                           | >                                        |
|                           | > **Mishandled Baggage**\* January 2004  |
|                           | >                                        |
|                           | > **Oversales**\* 4th Quarter 2003       |
|                           | >                                        |
|                           | > January-December 2003                  |
|                           | >                                        |
|                           | > **Consumer Complaints**\*\* January    |
|                           | > 2004                                   |
|                           | >                                        |
|                           | > (Includes Disability and               |
|                           | >                                        |
|                           | > Discrimination Complaints)             |
+---------------------------+------------------------------------------+

\* Data collected by the Bureau of Transportation Statistics. Website:
[*http://www.bts.gov/*](http://www.bts.gov/)

\*\*Data compiled by the Aviation Consumer Protection Division. Website:
[*http://airconsumer.ost.dot.gov/*](http://airconsumer.ost.dot.gov/)

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

**Section Page**

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

***Flight Delays***

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

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

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

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

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

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

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

**Table 3** \...\...\...\...\...\........10

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

**Table 4** \...\...\...\...\...\........12

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

**Table 5** \...\...\...\...\...\.......14

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

**Table 6** \...\...\...\...\...\...\.....16

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

**Table 7** \...\...\...\...\...\...\.....17

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

**Table 8** \...\...\...\...\...\...\.....20

> Overall Number and Percentage of Flight Cancellations, by Carrier

**Table 9** \...\...\...\...\...\...\.....21

Flight Causation Data, By Airline and Category

**Table 10** \...\...\...\...\...\...\.....22

Flight Causation Data, Graphic Representation

**Footnotes** \...\...\...\...\...\...\.....23

**Appendix** \...\...\...\...\...\...\.....24

**Section Page**

***Mishandled Baggage***

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

**Ranking\--Month** \...\...\...\...\...\..........26

***Oversales***

**Explanation** \...\...\...\...\...\..........27

**Ranking\--Quarter** \...\...\...\...\...\......\....28

**Ranking\--YTD** ....................29

***Consumer Complaints***

**Explanation** \...\...\...\...\...\..........30

**Complaint Tables 1-5** ......\...\..........\...31

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

**Rankings, Table 6 (Month)** .........\...\...\...\.....36

**Complaint Categories** .........\...\...\...\.....37

![](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
(OAEP). 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. The sections that deal with
flight delays, mishandled baggage and oversales are based on data
collected by the Department's Bureau of Transportation Statistics. The
section that deals with consumer complaints is based on data compiled by
the OAEP's Aviation Consumer Protection Division. Each section of the
report is preceded by a brief explanation of how to read and understand
the information provided.

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

![](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 18 U.S. air carriers that have at least
one percent of total domestic scheduled-service passenger revenues, plus
1 other carrier that reports voluntarily.

The rule requires carriers to currently report on operations to and from
the 31 U.S. airports that account for at least one percent of the
nation\'s total domestic scheduled-service passenger enplanements (see
Appendix for a complete list of the reportable airports). However, all
reporting airlines have voluntarily provided data for their entire
domestic systems, and that information is included in this report.

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

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 19 reporting air carriers, 11 carriers (America
West, American, Atlantic Coast, Continental, Delta, ExpressJet,
Hawaiian, JetBlue, Northwest, United, and US Airways) use ACARS
exclusively; 4 carriers (AirTran, Atlantic Southeast, Comair, and
Southwest) record arrival times manually; and 4 carriers (Alaska,
American Eagle, ATA, and SkyWest) 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 31 \"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 operation that was 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.

Table 9 displays airline flight delay causation data by categories and
Table 10 provides an overall graphic representation of that data.

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/*.
Airline Service Quality Performance data is available for purchase as a
CD product from the BTS Product Distribution Center. It can be purchased
by calling 202-366-DATA (3282). The Department cannot respond to
inquiries about the performance of individual flights.

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

**JANUARY 2004**

**AIR TRAVEL CONSUMER REPORT**

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

  ----------------------- ------------ ----------- --------- ------------ ---------- -----------
                          **AT 31                            **AT ALL                
                          REPORTABLE                         REPORTABLE              
                          AIRPORTS                           AIRPORTS                
                          B/**                               C/**                    

  **CARRIER A/**          **NUMBER OF\ **PERCENT             **NUMBER OF\            **PERCENT
                          AIRPORTS\    OF\                   AIRPORTS\               OF\
                          REPORTED**   ARRIVALS\             REPORTED**              ARRIVALS\
                                       ON TIME                                       ON TIME
                                       D/**                                          D/**

  **HAWAIIAN AIRLINES     **7**        **61.1**    **16**                 **87.3**   
  S/V/**                                                                             

  **SOUTHWEST AIRLINES    **15**       **82.7**    **59**                 **83.5**   
  S/**                                                                               

  **ATLANTIC SOUTHEAST    **16**       **80.2**    **100**                **81.5**   
  AIRLINES S/**                                                                      

  **US AIRWAYS S/**       **25**       **79.9**    **59**                 **80.0**   

  **CONTINENTAL AIRLINES  **30**       **79.7**    **78**                 **79.9**   
  S/**                                                                               

  **JETBLUE AIRWAYS S/**  **10**       **78.3**    **22**                 **78.1**   

  **EXPRESSJET AIRLINES   **23**       **76.6**    **103**                **76.9**   
  S/**                                                                               

  **DELTA AIR LINES S/**  **31**       **76.5**    **107**                **76.5**   

  **AMERICA WEST AIRLINES **27**       **76.4**    **50**                 **76.3**   
  S/**                                                                               

  **SKYWEST AIRLINES S/** **13**       **73.7**    **106**                **73.9**   

  **NORTHWEST AIRLINES    **31**       **73.7**    **111**                **73.8**   
  S/**                                                                               

  **AIRTRAN AIRWAYS S/**  **16**       **73.0**    **37**                 **73.2**   

  **COMAIR S/**           **25**       **72.3**    **116**                **72.7**   

  **UNITED AIRLINES S/**  **30**       **71.4**    **82**                 **71.6**   

  **AMERICAN AIRLINES     **30**       **68.2**    **87**                 **68.9**   
  S/**                                                                               

  **ATA AIRLINES S/**     **19**       **66.7**    **28**                 **68.5**   

  **ALASKA AIRLINES S/**  **14**       **68.0**    **46**                 **67.7**   

  **AMERICAN EAGLE        **23**       **66.5**    **105**                **65.7**   
  AIRLINES S/**                                                                      

  **ATLANTIC COAST        **12**       **59.7**    **81**                 **64.8**   
  AIRLINES S/**                                                                      

  **TOTAL**                            **74.1**                                      **74.9**
  ----------------------- ------------ ----------- --------- ------------ ---------- -----------

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

-   **All U.S. airlines with at least one percent of total domestic
    scheduled-service passenger revenues, plus other carriers that
    report voluntarily. Reporting by Hawaiian Airlines (voluntary)
    effective November 2003. Reporting by Comair effective January 2004.
    The carriers that are ranked in this table are the same carriers
    that are ranked in the "Mishandled Baggage" and "Consumer Complaint"
    sections of this report.**

**JANUARY 2004**

**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**

<table>
<colgroup>
<col style="width: 16%" />
<col style="width: 4%" />
<col style="width: 5%" />
<col style="width: 4%" />
<col style="width: 5%" />
<col style="width: 4%" />
<col style="width: 5%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
<col style="width: 4%" />
</colgroup>
<tbody>
<tr class="odd">
<td rowspan="3"><strong>CARRIER</strong></td>
<td colspan="2"><strong>1st QUARTER</strong></td>
<td colspan="2"><p><strong>2nd</strong></p>
<p><strong>QUARTER</strong></p></td>
<td colspan="2"><p><strong>3rd</strong></p>
<p><strong>QUARTER</strong></p></td>
<td colspan="2"><p><strong>4th</strong></p>
<p><strong>QUARTER</strong></p></td>
<td colspan="2" rowspan="2"><strong>NOV-03</strong></td>
<td colspan="2" rowspan="2"><strong>DEC-03</strong></td>
<td colspan="2" rowspan="2"><strong>JAN-04</strong></td>
<td colspan="2" rowspan="2"><p><strong>12 MONTHS ENDING</strong></p>
<p><strong>JAN 2004</strong></p></td>
<td colspan="2" rowspan="2"><p><strong>DATABASE T0 DATE</strong></p>
<p><strong>SEP 1987-</strong></p>
<p><strong>JAN 2004</strong></p></td>
</tr>
<tr class="even">
<td colspan="2"><strong>01-03 2003</strong></td>
<td colspan="2"><strong>04-06 2003</strong></td>
<td colspan="2"><strong>07-09 2003</strong></td>
<td colspan="2"><strong>10-12 2003</strong></td>
</tr>
<tr class="odd">
<td><strong>%</strong></td>
<td><strong>Rank</strong></td>
<td><strong>%</strong></td>
<td><strong>Rank</strong></td>
<td><strong>%</strong></td>
<td><strong>Rank</strong></td>
<td><strong>%</strong></td>
<td><strong>Rank</strong></td>
<td><strong>%</strong></td>
<td><strong>Rank</strong></td>
<td><strong>%</strong></td>
<td><strong>Rank</strong></td>
<td><strong>%</strong></td>
<td><strong>Rank</strong></td>
<td><strong>%</strong></td>
<td><strong>Rank</strong></td>
<td><strong>%</strong></td>
<td><strong>Rank</strong></td>
</tr>
<tr class="even">
<td>AIRTRAN</td>
<td>77.3</td>
<td>(12)</td>
<td>81.2</td>
<td>(14)</td>
<td>75.3</td>
<td>(16)</td>
<td>78.8</td>
<td>(13)</td>
<td>82.0</td>
<td>(8)</td>
<td>70.1</td>
<td>(16)</td>
<td>73.2</td>
<td>(12)</td>
<td>77.4</td>
<td>(15)</td>
<td>--</td>
<td>(--)</td>
</tr>
<tr class="odd">
<td>ALASKA</td>
<td>80.7</td>
<td>(8)</td>
<td>85.4</td>
<td>(7)</td>
<td>81.4</td>
<td>(8)</td>
<td>76.5</td>
<td>(15)</td>
<td>75.9</td>
<td>(14)</td>
<td>72.9</td>
<td>(14)</td>
<td>67.7</td>
<td>(17)</td>
<td>79.9</td>
<td>(10)</td>
<td>76.3</td>
<td>(8)</td>
</tr>
<tr class="even">
<td>AMERICA WEST</td>
<td>76.7</td>
<td>(13)</td>
<td>86.5</td>
<td>(4)</td>
<td>83.0</td>
<td>(6)</td>
<td>81.8</td>
<td>(6)</td>
<td>82.0</td>
<td>(9)</td>
<td>79.4</td>
<td>(5)</td>
<td>76.3</td>
<td>(9)</td>
<td>81.9</td>
<td>(6)</td>
<td>78.8</td>
<td>(5)</td>
</tr>
<tr class="odd">
<td>AMERICAN</td>
<td>84.4</td>
<td>(4)</td>
<td>83.8</td>
<td>(12)</td>
<td>78.6</td>
<td>(12)</td>
<td>80.0</td>
<td>(11)</td>
<td>77.2</td>
<td>(12)</td>
<td>74.1</td>
<td>(13)</td>
<td>68.9</td>
<td>(15)</td>
<td>80.3</td>
<td>(9)</td>
<td>79.3</td>
<td>(3)</td>
</tr>
<tr class="even">
<td>AMERICAN EAGLE</td>
<td>77.7</td>
<td>(10)</td>
<td>83.0</td>
<td>(13)</td>
<td>79.0</td>
<td>(11)</td>
<td>74.9</td>
<td>(17)</td>
<td>71.1</td>
<td>(18)</td>
<td>68.5</td>
<td>(18)</td>
<td>65.7</td>
<td>(18)</td>
<td>77.4</td>
<td>(14)</td>
<td>76.0</td>
<td>(10)</td>
</tr>
<tr class="odd">
<td>ATA</td>
<td>73.4</td>
<td>(15)</td>
<td>83.8</td>
<td>(11)</td>
<td>81.9</td>
<td>(7)</td>
<td>80.2</td>
<td>(10)</td>
<td>74.7</td>
<td>(16)</td>
<td>77.1</td>
<td>(7)</td>
<td>68.5</td>
<td>(16)</td>
<td>79.3</td>
<td>(13)</td>
<td>--</td>
<td>(--)</td>
</tr>
<tr class="even">
<td>ATLANTIC COAST</td>
<td>66.6</td>
<td>(17)</td>
<td>78.9</td>
<td>(16)</td>
<td>78.4</td>
<td>(13)</td>
<td>75.5</td>
<td>(16)</td>
<td>73.4</td>
<td>(17)</td>
<td>68.5</td>
<td>(17)</td>
<td>64.8</td>
<td>(19)</td>
<td>74.4</td>
<td>(17)</td>
<td>--</td>
<td>(--)</td>
</tr>
<tr class="odd">
<td>ATLANTIC SOUTHEAST</td>
<td>73.0</td>
<td>(16)</td>
<td>75.0</td>
<td>(17)</td>
<td>71.5</td>
<td>(17)</td>
<td>82.0</td>
<td>(5)</td>
<td>83.6</td>
<td>(7)</td>
<td>79.6</td>
<td>(4)</td>
<td>81.5</td>
<td>(3)</td>
<td>75.7</td>
<td>(16)</td>
<td>--</td>
<td>(--)</td>
</tr>
<tr class="even">
<td>COMAIR</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>72.7</td>
<td>(13)</td>
<td>--</td>
<td>(--)</td>
<td>--</td>
<td>(--)</td>
</tr>
<tr class="odd">
<td>CONTINENTAL</td>
<td>82.1</td>
<td>(5)</td>
<td>85.4</td>
<td>(6)</td>
<td>79.5</td>
<td>(10)</td>
<td>81.1</td>
<td>(9)</td>
<td>78.7</td>
<td>(11)</td>
<td>76.7</td>
<td>(8)</td>
<td>79.9</td>
<td>(5)</td>
<td>81.6</td>
<td>(8)</td>
<td>78.9</td>
<td>(4)</td>
</tr>
<tr class="even">
<td>DELTA</td>
<td>82.1</td>
<td>(6)</td>
<td>85.1</td>
<td>(9)</td>
<td>81.0</td>
<td>(9)</td>
<td>81.3</td>
<td>(8)</td>
<td>83.6</td>
<td>(6)</td>
<td>74.9</td>
<td>(12)</td>
<td>76.5</td>
<td>(8)</td>
<td>81.6</td>
<td>(7)</td>
<td>77.8</td>
<td>(7)</td>
</tr>
<tr class="odd">
<td>EXPRESSJET</td>
<td>77.4</td>
<td>(11)</td>
<td>84.5</td>
<td>(10)</td>
<td>77.7</td>
<td>(14)</td>
<td>78.4</td>
<td>(14)</td>
<td>77.2</td>
<td>(13)</td>
<td>72.6</td>
<td>(15)</td>
<td>76.9</td>
<td>(7)</td>
<td>79.3</td>
<td>(12)</td>
<td>--</td>
<td>(--)</td>
</tr>
<tr class="even">
<td>HAWAIIAN</td>
<td>--</td>
<td>(--)</td>
<td>--</td>
<td>(--)</td>
<td>--</td>
<td>(--)</td>
<td>--</td>
<td>(--)</td>
<td>93.3</td>
<td>(1)</td>
<td>88.3</td>
<td>(1)</td>
<td>87.3</td>
<td>(1)</td>
<td>--</td>
<td>(--)</td>
<td>--</td>
<td>(--)</td>
</tr>
<tr class="odd">
<td>JETBLUE</td>
<td>76.3</td>
<td>(14)</td>
<td>87.5</td>
<td>(3)</td>
<td>86.2</td>
<td>(3)</td>
<td>86.7</td>
<td>(1)</td>
<td>88.8</td>
<td>(2)</td>
<td>81.5</td>
<td>(3)</td>
<td>78.1</td>
<td>(6)</td>
<td>84.0</td>
<td>(3)</td>
<td>--</td>
<td>(--)</td>
</tr>
<tr class="even">
<td>NORTHWEST</td>
<td>81.6</td>
<td>(7)</td>
<td>85.2</td>
<td>(8)</td>
<td>83.4</td>
<td>(4)</td>
<td>81.4</td>
<td>(7)</td>
<td>79.8</td>
<td>(10)</td>
<td>76.1</td>
<td>(9)</td>
<td>73.8</td>
<td>(11)</td>
<td>82.0</td>
<td>(4)</td>
<td>80.0</td>
<td>(2)</td>
</tr>
<tr class="odd">
<td>SKYWEST</td>
<td>86.1</td>
<td>(1)</td>
<td>90.6</td>
<td>(1)</td>
<td>91.2</td>
<td>(1)</td>
<td>82.8</td>
<td>(4)</td>
<td>84.4</td>
<td>(5)</td>
<td>75.4</td>
<td>(10)</td>
<td>73.9</td>
<td>(10)</td>
<td>86.6</td>
<td>(1)</td>
<td>--</td>
<td>(--)</td>
</tr>
<tr class="even">
<td>SOUTHWEST</td>
<td>84.7</td>
<td>(3)</td>
<td>88.8</td>
<td>(2)</td>
<td>86.5</td>
<td>(2)</td>
<td>85.2</td>
<td>(2)</td>
<td>85.5</td>
<td>(3)</td>
<td>83.5</td>
<td>(2)</td>
<td>83.5</td>
<td>(2)</td>
<td>86.0</td>
<td>(2)</td>
<td>82.8</td>
<td>(1)</td>
</tr>
<tr class="odd">
<td>UNITED</td>
<td>85.4</td>
<td>(2)</td>
<td>85.9</td>
<td>(5)</td>
<td>83.3</td>
<td>(5)</td>
<td>78.8</td>
<td>(12)</td>
<td>74.7</td>
<td>(15)</td>
<td>75.0</td>
<td>(11)</td>
<td>71.6</td>
<td>(14)</td>
<td>81.9</td>
<td>(5)</td>
<td>76.1</td>
<td>(9)</td>
</tr>
<tr class="even">
<td>US AIRWAYS</td>
<td>78.9</td>
<td>(9)</td>
<td>80.8</td>
<td>(15)</td>
<td>75.8</td>
<td>(15)</td>
<td>83.3</td>
<td>(3)</td>
<td>84.6</td>
<td>(4)</td>
<td>78.5</td>
<td>(6)</td>
<td>80.0</td>
<td>(4)</td>
<td>79.5</td>
<td>(11)</td>
<td>78.6</td>
<td>(6)</td>
</tr>
<tr class="odd">
<td><strong>Total</strong></td>
<td><strong>81.0</strong></td>
<td><strong> </strong></td>
<td><strong>84.7</strong></td>
<td><strong> </strong></td>
<td><strong>81.4</strong></td>
<td><strong> </strong></td>
<td><strong>80.8</strong></td>
<td><strong> </strong></td>
<td><strong>80.2</strong></td>
<td><strong> </strong></td>
<td><strong>76.0</strong></td>
<td><strong> </strong></td>
<td><strong>74.9</strong></td>
<td><strong> </strong></td>
<td><strong>81.2</strong></td>
<td><strong> </strong></td>
<td><strong>78.9</strong></td>
<td><strong> </strong></td>
</tr>
</tbody>
</table>

-   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. Reporting by Hawaiian Airlines (voluntary)
    effective November 2003. Reporting by Comair effective January 2004.
    The carriers that are ranked in this table are the same carriers
    that are ranked in the "Mishandled Baggage" and "Consumer Complaint"
    sections of this report.**

**JANUARY 2004**

**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]{.underline}**                         **[BOS]{.underline}**                         **[BWI]{.underline}**                         **[CLT]{.underline}**                         **[CVG]{.underline}**                         **[DCA]{.underline}**                         **[DEN]{.underline}**                         **[DFW]{.underline}**   

  **[CARRIER]{.underline}\***   **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\
                                ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**

  **AA**                        **704**                 **63.8**              **1431**                **69.5**              **513**                 **72.5**              **182**                 **68.7**              **H/**                                        **840**                 **71.0**              **734**                 **71.3**              **14034**               **75.1**

  **AS**                        **H/**                                        **31**                  **64.5**              **H/**                                        **H/**                                        **H/**                                        **31**                  **67.7**              **182**                 **70.9**              **H/**                  

  **B6**                        **H/**                                        **193**                 **96.4**              **H/**                                        **H/**                                        **H/**                                        **H/**                                        **56**                  **75.0**              **H/**                  

  **CO**                        **388**                 **67.5**              **532**                 **82.1**              **245**                 **85.7**              **8**                   **100.0**             **H/**                                        **376**                 **83.2**              **320**                 **79.4**              **307**                 **85.0**

  **DH**                        **H/**                                        **643**                 **70.5**              **H/**                                        **263**                 **71.1**              **2611**                **73.8**              **31**                  **87.1**              **H/**                                        **H/**                  

  **DL**                        **17199**               **76.7**              **1537**                **83.3**              **427**                 **76.3**              **241**                 **73.4**              **4652**                **80.3**              **980**                 **78.9**              **526**                 **74.5**              **1785**                **79.4**

  **EV**                        **7014**                **79.0**              **31**                  **90.3**              **H/**                                        **31**                  **93.5**              **62**                  **83.9**              **123**                 **82.9**              **31**                  **80.6**              **4322**                **83.0**

  **FL**                        **4644**                **72.3**              **455**                 **81.3**              **868**                 **76.4**              **H/**                                        **H/**                                        **155**                 **84.5**              **101**                 **55.4**              **265**                 **62.6**

  **HA**                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                  

  **HP**                        **154**                 **78.6**              **217**                 **64.5**              **155**                 **61.3**              **H/**                                        **H/**                                        **93**                  **74.2**              **334**                 **83.2**              **301**                 **72.8**

  **MQ**                        **H/**                                        **1712**                **65.6**              **196**                 **54.6**              **148**                 **66.9**              **330**                 **52.1**              **720**                 **64.4**              **H/**                                        **5828**                **84.1**

  **NW**                        **429**                 **63.9**              **422**                 **76.1**              **314**                 **65.3**              **208**                 **68.3**              **71**                  **74.6**              **575**                 **74.4**              **347**                 **64.8**              **408**                 **70.8**

  **OH**                        **3048**                **66.5**              **381**                 **81.4**              **129**                 **75.2**              **88**                  **69.3**              **9403**                **74.3**              **804**                 **82.2**              **H/**                                        **31**                  **67.7**

  **OO**                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **2502**                **73.7**              **947**                 **82.6**

  **RU**                        **164**                 **67.1**              **40**                  **92.5**              **132**                 **71.2**              **383**                 **76.0**              **215**                 **64.2**              **241**                 **64.3**              **35**                  **62.9**              **155**                 **80.0**

  **TZ**                        **H/**                                        **95**                  **61.1**              **H/**                                        **107**                 **69.2**              **H/**                                        **107**                 **70.1**              **139**                 **59.7**              **137**                 **68.6**

  **UA**                        **394**                 **71.8**              **797**                 **81.3**              **469**                 **77.0**              **244**                 **72.1**              **67**                  **55.2**              **376**                 **73.4**              **7138**                **81.4**              **512**                 **72.7**

  **US**                        **200**                 **72.0**              **1616**                **85.1**              **455**                 **76.5**              **7196**                **84.5**              **H/**                                        **2079**                **87.8**              **274**                 **73.7**              **283**                 **72.8**

  **WN**                        **H/**                                        **H/**                                        **4729**                **84.5**              **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                  

  **TOTAL**                     **34338**               **75.0**              **10133**               **76.8**              **8632**                **79.6**              **9099**                **81.9**              **17411**               **75.3**              **7531**                **78.6**              **12719**               **77.7**              **29315**               **78.4**
  ----------------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- ---------------------

**\* See Appendix at the end of this section for list of airport and
carrier codes.**

**JANUARY 2004**

**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 \***                                                                                                                                                                                                                                                                                                                                                                  

                                **[DTW]{.underline}**                         **[EWR]{.underline}**                         **[FLL]{.underline}**                         **[IAH]{.underline}**                         **[JFK]{.underline}**                         **[LAS]{.underline}**                         **[LAX]{.underline}**                         **[LGA]{.underline}**   

  **[CARRIER]{.underline}\***   **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\
                                ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**

  **AA**                        **502**                 **68.5**              **812**                 **67.0**              **792**                 **70.3**              **481**                 **71.9**              **1245**                **69.4**              **779**                 **70.9**              **2597**                **71.5**              **1975**                **61.0**

  **AS**                        **H/**                                        **62**                  **80.6**              **H/**                                        **H/**                                        **H/**                                        **363**                 **73.0**              **661**                 **70.8**              **H/**                  

  **B6**                        **H/**                                        **H/**                                        **580**                 **72.2**              **H/**                                        **2630**                **79.1**              **186**                 **75.3**              **H/**                                        **H/**                  

  **CO**                        **191**                 **88.5**              **4437**                **76.9**              **403**                 **77.4**              **6996**                **85.4**              **31**                  **87.1**              **501**                 **79.2**              **515**                 **76.7**              **312**                 **68.6**

  **DH**                        **151**                 **71.5**              **171**                 **71.3**              **H/**                                        **H/**                                        **438**                 **72.6**              **H/**                                        **H/**                                        **165**                 **62.4**

  **DL**                        **260**                 **69.2**              **686**                 **71.1**              **917**                 **75.8**              **279**                 **67.4**              **899**                 **77.0**              **720**                 **73.2**              **1141**                **76.0**              **1907**                **74.7**

  **EV**                        **62**                  **83.9**              **H/**                                        **H/**                                        **87**                  **81.6**              **129**                 **72.1**              **1**                   **100.0**             **H/**                                        **H/**                  

  **FL**                        **H/**                                        **123**                 **75.6**              **407**                 **73.0**              **H/**                                        **H/**                                        **H/**                                        **H/**                                        **397**                 **69.0**

  **HA**                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **29**                  **89.7**              **91**                  **62.6**              **H/**                  

  **HP**                        **155**                 **66.5**              **185**                 **65.9**              **67**                  **82.1**              **150**                 **73.3**              **341**                 **60.7**              **2685**                **75.3**              **697**                 **75.5**              **H/**                  

  **MQ**                        **120**                 **60.0**              **281**                 **54.4**              **18**                  **55.6**              **7**                   **71.4**              **293**                 **60.4**              **H/**                                        **2065**                **90.6**              **1485**                **60.9**

  **NW**                        **8975**                **76.8**              **420**                 **66.4**              **153**                 **67.3**              **341**                 **66.0**              **66**                  **63.6**              **397**                 **65.2**              **462**                 **71.0**              **572**                 **61.5**

  **OH**                        **358**                 **64.5**              **67**                  **59.7**              **129**                 **78.3**              **110**                 **73.6**              **354**                 **66.9**              **1**                   **0.0**               **H/**                                        **1260**                **70.2**

  **OO**                        **H/**                                        **H/**                                        **H/**                                        **909**                 **88.3**              **H/**                                        **186**                 **67.2**              **4052**                **90.6**              **H/**                  

  **RU**                        **209**                 **67.9**              **4344**                **71.1**              **H/**                                        **6119**                **83.6**              **31**                  **83.9**              **H/**                                        **H/**                                        **159**                 **69.8**

  **TZ**                        **H/**                                        **219**                 **65.8**              **124**                 **68.5**              **H/**                                        **H/**                                        **180**                 **70.0**              **266**                 **71.1**              **306**                 **60.5**

  **UA**                        **340**                 **68.5**              **627**                 **76.2**              **130**                 **62.3**              **341**                 **65.1**              **369**                 **84.8**              **972**                 **75.5**              **3091**                **78.0**              **625**                 **73.0**

  **US**                        **89**                  **60.7**              **317**                 **77.3**              **611**                 **70.9**              **283**                 **75.3**              **H/**                                        **300**                 **66.3**              **320**                 **66.9**              **1363**                **81.4**

  **WN**                        **488**                 **82.6**              **H/**                                        **1087**                **82.4**              **158**                 **88.0**              **H/**                                        **5469**                **84.1**              **3290**                **83.2**              **H/**                  

  **TOTAL**                     **11900**               **75.5**              **12751**               **72.6**              **5418**                **74.6**              **16261**               **83.0**              **6826**                **74.4**              **12769**               **78.1**              **19248**               **81.0**              **10526**               **68.6**
  ----------------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- ---------------------

**\* See Appendix at the end of this section for list of airport and
carrier codes.**

**JANUARY 2004**

**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 \***                                                                                                                                                                                                                                                                                                                                                                  

                                **[MCO]{.underline}**                         **[MDW]{.underline}**                         **[MIA]{.underline}**                         **[MSP]{.underline}**                         **[ORD]{.underline}**                         **[PDX]{.underline}**                         **[PHL]{.underline}**                         **[PHX]{.underline}**   

  **[CARRIER]{.underline}\***   **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\
                                ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**

  **AA**                        **934**                 **71.2**              **149**                 **73.2**              **3599**                **75.7**              **512**                 **56.8**              **8691**                **52.3**              **216**                 **61.1**              **655**                 **69.9**              **500**                 **70.4**

  **AS**                        **62**                  **45.2**              **H/**                                        **31**                  **38.7**              **H/**                                        **31**                  **80.6**              **1268**                **66.9**              **H/**                                        **306**                 **67.0**

  **B6**                        **295**                 **75.6**              **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                  

  **CO**                        **438**                 **80.6**              **120**                 **63.3**              **312**                 **79.5**              **185**                 **76.8**              **385**                 **52.5**              **98**                  **68.4**              **142**                 **61.3**              **322**                 **83.5**

  **DH**                        **H/**                                        **56**                  **69.6**              **H/**                                        **H/**                                        **3991**                **43.3**              **H/**                                        **344**                 **68.0**              **H/**                  

  **DL**                        **1381**                **84.2**              **155**                 **69.0**              **372**                 **75.0**              **363**                 **68.9**              **545**                 **45.3**              **314**                 **70.1**              **513**                 **78.2**              **334**                 **75.4**

  **EV**                        **H/**                                        **H/**                                        **H/**                                        **50**                  **82.0**              **141**                 **61.7**              **H/**                                        **H/**                                        **75**                  **78.7**

  **FL**                        **766**                 **72.2**              **247**                 **64.8**              **124**                 **78.2**              **154**                 **51.9**              **H/**                                        **H/**                                        **490**                 **82.2**              **H/**                  

  **HA**                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **46**                  **52.2**              **H/**                                        **30**                  **66.7**

  **HP**                        **93**                  **82.8**              **H/**                                        **67**                  **71.6**              **166**                 **61.4**              **243**                 **46.5**              **204**                 **60.8**              **185**                 **71.4**              **5603**                **82.8**

  **MQ**                        **18**                  **88.9**              **51**                  **60.8**              **111**                 **64.0**              **47**                  **76.6**              **6753**                **44.6**              **H/**                                        **257**                 **59.5**              **H/**                  

  **NW**                        **483**                 **70.2**              **346**                 **76.0**              **212**                 **64.6**              **9327**                **77.5**              **642**                 **55.1**              **135**                 **59.3**              **429**                 **69.9**              **359**                 **59.1**

  **OH**                        **463**                 **80.8**              **48**                  **56.2**              **62**                  **64.5**              **235**                 **71.5**              **170**                 **46.5**              **H/**                                        **53**                  **79.2**              **50**                  **66.0**

  **OO**                        **H/**                                        **H/**                                        **H/**                                        **17**                  **70.6**              **436**                 **45.0**              **616**                 **68.8**              **H/**                                        **407**                 **80.3**

  **RU**                        **H/**                                        **126**                 **69.8**              **13**                  **92.3**              **212**                 **69.8**              **150**                 **46.0**              **H/**                                        **176**                 **67.0**              **30**                  **56.7**

  **TZ**                        **238**                 **70.2**              **2464**                **68.6**              **92**                  **71.7**              **160**                 **61.9**              **H/**                                        **H/**                                        **99**                  **59.6**              **129**                 **72.1**

  **UA**                        **531**                 **78.9**              **H/**                                        **311**                 **82.3**              **591**                 **66.5**              **10042**               **60.3**              **753**                 **63.2**              **614**                 **73.8**              **586**                 **78.7**

  **US**                        **848**                 **75.4**              **H/**                                        **306**                 **68.6**              **181**                 **69.1**              **495**                 **46.5**              **H/**                                        **5245**                **78.0**              **243**                 **74.9**

  **WN**                        **1956**                **84.7**              **3835**                **79.3**              **H/**                                        **H/**                                        **H/**                                        **1023**                **73.5**              **H/**                                        **5298**                **83.8**

  **TOTAL**                     **8506**                **78.5**              **7597**                **74.1**              **5612**                **74.8**              **12200**               **74.7**              **32715**               **51.8**              **4673**                **67.3**              **9202**                **75.3**              **14272**               **81.0**
  ----------------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- ---------------------

**\* See Appendix at the end of this section for list of airport and
carrier codes.**

**JANUARY 2004**

**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 \***                                                                                                                                                                                                                                                                                                                    

                                **[PIT]{.underline}**                         **[SAN]{.underline}**                         **[SEA]{.underline}**                         **[SFO]{.underline}**                         **[SLC]{.underline}**                         **[STL]{.underline}**                         **[TPA]{.underline}**   

  **[CARRIER]{.underline}\***   **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\              **[\# OF\               **[% ON\
                                ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**   ARR.]{.underline}**     TIME]{.underline}**

  **AA**                        **155**                 **78.7**              **585**                 **64.8**              **538**                 **67.8**              **997**                 **65.4**              **248**                 **61.3**              **1609**                **76.0**              **632**                 **75.6**

  **AS**                        **H/**                                        **319**                 **73.4**              **3740**                **68.0**              **389**                 **60.2**              **H/**                                        **H/**                                        **H/**                  

  **B6**                        **H/**                                        **93**                  **79.6**              **31**                  **54.8**              **H/**                                        **62**                  **77.4**              **H/**                                        **235**                 **79.6**

  **CO**                        **48**                  **87.5**              **235**                 **77.9**              **348**                 **75.3**              **404**                 **62.1**              **93**                  **61.3**              **55**                  **85.5**              **340**                 **84.7**

  **DH**                        **217**                 **82.0**              **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                  

  **DL**                        **217**                 **76.0**              **432**                 **78.9**              **470**                 **75.1**              **603**                 **67.7**              **3012**                **73.6**              **228**                 **69.3**              **955**                 **82.9**

  **EV**                        **31**                  **83.9**              **H/**                                        **H/**                                        **H/**                                        **93**                  **68.8**              **H/**                                        **H/**                  

  **FL**                        **149**                 **76.5**              **H/**                                        **H/**                                        **H/**                                        **H/**                                        **H/**                                        **407**                 **75.2**

  **HA**                        **H/**                                        **30**                  **53.3**              **50**                  **48.0**              **30**                  **66.7**              **H/**                                        **H/**                                        **H/**                  

  **HP**                        **31**                  **87.1**              **361**                 **79.5**              **277**                 **67.5**              **428**                 **64.7**              **93**                  **74.2**              **123**                 **70.7**              **93**                  **76.3**

  **MQ**                        **210**                 **50.5**              **1015**                **92.1**              **H/**                                        **172**                 **68.0**              **H/**                                        **93**                  **66.7**              **H/**                  

  **NW**                        **218**                 **76.1**              **191**                 **63.9**              **354**                 **67.8**              **279**                 **56.6**              **67**                  **55.2**              **391**                 **73.7**              **352**                 **73.3**

  **OH**                        **205**                 **71.7**              **H/**                                        **H/**                                        **H/**                                        **371**                 **67.7**              **279**                 **62.0**              **31**                  **80.6**

  **OO**                        **H/**                                        **653**                 **93.7**              **422**                 **63.0**              **2862**                **63.3**              **5729**                **64.1**              **H/**                                        **H/**                  

  **RU**                        **213**                 **78.4**              **H/**                                        **H/**                                        **H/**                                        **50**                  **82.0**              **314**                 **72.6**              **15**                  **86.7**

  **TZ**                        **86**                  **54.7**              **H/**                                        **87**                  **51.7**              **323**                 **61.0**              **H/**                                        **H/**                                        **H/**                  

  **UA**                        **186**                 **66.1**              **652**                 **75.5**              **1026**                **70.2**              **3995**                **70.9**              **310**                 **57.1**              **227**                 **67.0**              **336**                 **76.5**

  **US**                        **3456**                **83.4**              **167**                 **67.7**              **142**                 **62.7**              **264**                 **65.5**              **H/**                                        **H/**                                        **668**                 **76.9**

  **WN**                        **H/**                                        **2443**                **83.4**              **1101**                **80.8**              **H/**                                        **1142**                **76.5**              **1678**                **81.2**              **1743**                **85.0**

  **TOTAL**                     **5422**                **79.5**              **7176**                **81.2**              **8586**                **69.9**              **10746**               **66.4**              **11270**               **68.0**              **4997**                **75.7**              **5807**                **80.4**
  ----------------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- --------------------- ----------------------- ---------------------

**\* See Appendix at the end of this section for list of airport and
carrier codes.**

**JANUARY 2004**

**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\         **[ATL]{.underline}**   **[BOS]{.underline}**   **[BWI]{.underline}**   **[CLT]{.underline}**   **[CVG]{.underline}**   **[DCA]{.underline}**   **[DEN]{.underline}**   **[DFW]{.underline}**   **[DTW]{.underline}**   **[EWR]{.underline}**   **[FLL]{.underline}**   **[IAH]{.underline}**   **[JFK]{.underline}**   **[LAS]{.underline}**   **[LAX]{.underline}**   **[LGA]{.underline}**   **[MCO]{.underline}**   **[MDW]{.underline}**
  ARRIVAL                                                                                                                                                                                                                                                                                                                                                                                                                                       
  TIME]{.underline}**                                                                                                                                                                                                                                                                                                                                                                                                                           

  **600 - 659 AM**      **90.2**                **81.6**                **100.0**               **91.8**                **84.4**                **J/**                  **J/**                  **89.8**                **83.9**                **88.1**                **84.2**                **93.1**                **82.2**                **87.8**                **92.4**                **61.2**                **75.9**                **90.0**

  **700 - 759 AM**      **86.7**                **71.3**                **84.1**                **91.5**                **78.9**                **83.1**                **80.4**                **88.8**                **75.9**                **84.2**                **88.2**                **90.0**                **82.0**                **96.7**                **94.6**                **75.4**                **86.2**                **73.5**

  **800 - 859 AM**      **77.6**                **76.0**                **80.5**                **83.9**                **79.3**                **82.8**                **79.6**                **80.9**                **82.2**                **79.1**                **93.1**                **85.0**                **86.2**                **88.5**                **91.1**                **70.2**                **73.7**                **83.6**

  **900 - 959 AM**      **74.9**                **82.3**                **88.2**                **82.0**                **81.9**                **80.9**                **85.2**                **83.4**                **80.6**                **85.6**                **86.6**                **88.1**                **84.3**                **91.0**                **84.5**                **76.7**                **85.0**                **75.8**

  **1000 - 1059 AM**    **82.9**                **78.8**                **90.1**                **72.6**                **79.3**                **81.5**                **76.1**                **79.8**                **76.9**                **83.8**                **78.1**                **86.0**                **86.7**                **75.7**                **83.5**                **78.4**                **83.6**                **87.0**

  **1100 - 1159 AM**    **85.2**                **80.1**                **84.5**                **85.7**                **78.0**                **83.5**                **81.5**                **81.8**                **71.9**                **81.0**                **75.2**                **78.1**                **77.4**                **79.7**                **79.0**                **73.1**                **78.4**                **79.3**

  **1200 - 1259 PM**    **81.6**                **79.7**                **82.6**                **92.3**                **77.7**                **81.2**                **75.8**                **78.9**                **81.3**                **82.3**                **76.1**                **85.9**                **80.6**                **78.5**                **81.1**                **74.0**                **78.9**                **81.7**

  **100 - 159 PM**      **84.5**                **84.4**                **82.6**                **84.6**                **80.2**                **80.8**                **76.4**                **80.7**                **75.2**                **80.0**                **75.8**                **84.4**                **82.5**                **78.7**                **79.8**                **74.8**                **81.8**                **76.1**

  **200 - 259 PM**      **78.8**                **79.2**                **81.9**                **78.4**                **73.8**                **82.0**                **79.9**                **79.7**                **80.6**                **74.8**                **71.7**                **83.9**                **74.3**                **75.9**                **80.7**                **74.4**                **81.1**                **75.3**

  **300 - 359 PM**      **71.5**                **80.8**                **80.2**                **81.2**                **73.2**                **80.7**                **76.2**                **79.4**                **78.1**                **71.3**                **77.6**                **86.0**                **80.6**                **77.2**                **79.4**                **73.1**                **78.3**                **75.6**

  **400 - 459 PM**      **65.1**                **76.6**                **78.5**                **79.5**                **78.1**                **79.8**                **76.4**                **79.5**                **77.5**                **72.1**                **77.8**                **83.7**                **71.2**                **75.6**                **80.8**                **67.7**                **78.4**                **71.0**

  **500 - 559 PM**      **70.3**                **76.6**                **83.0**                **82.2**                **75.2**                **78.4**                **76.3**                **75.5**                **75.2**                **75.4**                **73.7**                **83.3**                **71.6**                **75.9**                **80.5**                **61.5**                **80.8**                **68.5**

  **600 - 659 PM**      **72.3**                **75.4**                **75.6**                **72.7**                **72.0**                **74.3**                **73.9**                **72.9**                **66.9**                **63.9**                **66.7**                **79.7**                **69.1**                **75.8**                **80.7**                **65.7**                **75.3**                **68.9**

  **700 - 759 PM**      **68.4**                **72.8**                **77.1**                **81.8**                **68.1**                **76.0**                **76.1**                **69.5**                **71.9**                **55.9**                **74.3**                **78.0**                **64.0**                **74.3**                **75.3**                **61.3**                **67.6**                **62.4**

  **800 - 859 PM**      **66.1**                **73.5**                **76.5**                **75.3**                **64.3**                **75.9**                **73.1**                **74.7**                **67.5**                **60.8**                **68.1**                **76.8**                **65.3**                **73.4**                **77.9**                **55.6**                **74.5**                **65.6**

  **900 - 959 PM**      **65.2**                **69.8**                **73.5**                **78.5**                **71.4**                **74.1**                **75.7**                **71.5**                **71.6**                **68.2**                **72.8**                **71.3**                **63.1**                **77.6**                **76.4**                **64.8**                **73.5**                **69.9**

  **1000 - 1059 PM**    **70.7**                **77.0**                **70.4**                **71.1**                **71.9**                **69.5**                **68.2**                **69.7**                **71.4**                **66.1**                **69.4**                **62.3**                **74.2**                **73.7**                **74.2**                **57.9**                **73.3**                **78.2**

  **1100 - 559 AM**     **79.6**                **73.7**                **72.9**                **71.5**                **81.5**                **71.4**                **79.5**                **79.7**                **74.6**                **75.0**                **74.0**                **74.1**                **78.4**                **76.7**                **78.8**                **64.8**                **80.5**                **77.3**

  **TOTAL, ALL          **75.0**                **76.8**                **79.6**                **81.9**                **75.3**                **78.6**                **77.7**                **78.4**                **75.5**                **72.6**                **74.6**                **83.0**                **74.4**                **78.1**                **81.0**                **68.6**                **78.5**                **74.1**
  ARRIVALS,\                                                                                                                                                                                                                                                                                                                                                                                                                                    
  BY AIRPORT**                                                                                                                                                                                                                                                                                                                                                                                                                                  
  --------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- -----------------------

**\* See Appendix at the end of this section for list of airport
codes.**

**JANUARY 2004**

**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\         **[MIA]{.underline}**   **[MSP]{.underline}**   **[ORD]{.underline}**   **[PDX]{.underline}**   **[PHL]{.underline}**   **[PHX]{.underline}**   **[PIT]{.underline}**   **[SAN]{.underline}**   **[SEA]{.underline}**   **[SFO]{.underline}**   **[SLC]{.underline}**   **[STL]{.underline}**   **[TPA]{.underline}**   **[TOTAL]{.underline}**
  ARRIVAL                                                                                                                                                                                                                                                                                                                                       
  TIME]{.underline}**                                                                                                                                                                                                                                                                                                                           

  **600 - 659 AM**      **82.5**                **88.9**                **67.9**                **60.9**                **87.1**                **J/**                  **89.3**                **100.0**               **65.6**                **80.4**                **J/**                  **100.0**               **70.6**                **84.7**

  **700 - 759 AM**      **83.3**                **80.6**                **69.8**                **78.9**                **75.3**                **87.8**                **J/**                  **94.7**                **81.2**                **85.0**                **69.7**                **90.1**                **96.3**                **82.1**

  **800 - 859 AM**      **96.8**                **77.9**                **67.7**                **79.3**                **77.8**                **90.6**                **81.6**                **97.4**                **76.3**                **81.7**                **75.4**                **81.2**                **93.3**                **80.2**

  **900 - 959 AM**      **82.8**                **75.5**                **60.0**                **74.5**                **76.9**                **84.6**                **94.8**                **89.9**                **81.4**                **65.8**                **75.0**                **85.1**                **86.6**                **79.2**

  **1000 - 1059 AM**    **79.3**                **71.8**                **62.8**                **71.5**                **84.0**                **82.8**                **87.1**                **85.4**                **77.2**                **61.1**                **66.2**                **80.2**                **87.8**                **77.6**

  **1100 - 1159 AM**    **76.2**                **75.5**                **56.9**                **70.1**                **81.2**                **84.8**                **80.6**                **83.4**                **75.1**                **57.7**                **78.6**                **79.8**                **86.2**                **77.2**

  **1200 - 1259 PM**    **77.8**                **78.8**                **57.3**                **69.1**                **83.3**                **82.3**                **85.1**                **76.8**                **75.0**                **49.2**                **68.5**                **78.1**                **82.6**                **76.5**

  **100 - 159 PM**      **74.0**                **78.1**                **52.7**                **66.5**                **81.4**                **81.9**                **79.1**                **77.1**                **70.1**                **58.3**                **65.1**                **74.4**                **85.5**                **76.9**

  **200 - 259 PM**      **73.3**                **74.4**                **52.3**                **64.6**                **82.0**                **82.1**                **86.8**                **80.5**                **66.2**                **72.4**                **68.3**                **77.3**                **83.5**                **75.8**

  **300 - 359 PM**      **71.8**                **78.9**                **47.3**                **67.1**                **75.5**                **79.1**                **77.4**                **78.7**                **68.7**                **63.7**                **70.1**                **79.7**                **84.9**                **73.0**

  **400 - 459 PM**      **60.9**                **69.9**                **42.3**                **69.5**                **75.7**                **79.5**                **79.1**                **85.1**                **71.2**                **69.6**                **70.1**                **75.3**                **78.5**                **72.3**

  **500 - 559 PM**      **68.2**                **77.4**                **39.0**                **65.7**                **73.8**                **75.5**                **78.6**                **77.9**                **71.3**                **65.9**                **73.1**                **75.7**                **76.9**                **71.9**

  **600 - 659 PM**      **74.5**                **70.8**                **35.2**                **72.2**                **67.8**                **83.7**                **66.1**                **89.2**                **67.0**                **68.9**                **62.6**                **69.4**                **77.3**                **67.9**

  **700 - 759 PM**      **68.3**                **73.5**                **36.0**                **62.8**                **63.0**                **78.4**                **81.7**                **72.8**                **66.7**                **68.8**                **60.9**                **74.2**                **76.0**                **67.8**

  **800 - 859 PM**      **69.9**                **59.2**                **41.0**                **66.1**                **69.0**                **80.6**                **70.5**                **77.3**                **63.6**                **64.4**                **64.6**                **72.8**                **77.0**                **68.0**

  **900 - 959 PM**      **77.5**                **74.4**                **55.9**                **61.9**                **71.2**                **76.1**                **73.6**                **77.0**                **64.6**                **66.9**                **60.4**                **66.0**                **72.3**                **70.5**

  **1000 - 1059 PM**    **75.9**                **72.3**                **65.7**                **56.2**                **71.8**                **74.3**                **75.9**                **77.6**                **65.3**                **68.8**                **70.4**                **70.4**                **70.9**                **70.7**

  **1100 - 559 AM**     **70.5**                **72.3**                **80.2**                **64.9**                **76.3**                **75.9**                **73.1**                **77.2**                **66.6**                **78.7**                **68.3**                **72.3**                **78.4**                **75.5**

  **TOTAL, ALL          **74.8**                **74.7**                **51.8**                **67.3**                **75.3**                **81.0**                **79.5**                **81.2**                **69.9**                **66.4**                **68.0**                **75.7**                **80.4**                **74.1**
  ARRIVALS,\                                                                                                                                                                                                                                                                                                                                    
  BY AIRPORT**                                                                                                                                                                                                                                                                                                                                  
  --------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- -------------------------

**\* See Appendix at the end of this section for list of airport
codes.**

**JANUARY 2004**

**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\         **[ATL]{.underline}**   **[BOS]{.underline}**   **[BWI]{.underline}**   **[CLT]{.underline}**   **[CVG]{.underline}**   **[DCA]{.underline}**   **[DEN]{.underline}**   **[DFW]{.underline}**   **[DTW]{.underline}**   **[EWR]{.underline}**   **[FLL]{.underline}**   **[IAH]{.underline}**   **[JFK]{.underline}**   **[LAS]{.underline}**   **[LAX]{.underline}**   **[LGA]{.underline}**   **[MCO]{.underline}**   **[MDW]{.underline}**
  DEPARTURE                                                                                                                                                                                                                                                                                                                                                                                                                                     
  TIME]{.underline}**                                                                                                                                                                                                                                                                                                                                                                                                                           

  **600 - 659 AM**      **91.4**                **86.1**                **90.7**                **92.0**                **84.7**                **90.8**                **95.5**                **91.6**                **91.7**                **86.5**                **98.4**                **94.0**                **83.6**                **94.5**                **93.6**                **86.3**                **96.0**                **87.8**

  **700 - 759 AM**      **91.3**                **80.9**                **89.9**                **89.8**                **88.3**                **89.8**                **92.0**                **91.7**                **89.4**                **88.2**                **96.7**                **95.7**                **81.5**                **93.8**                **91.1**                **84.7**                **96.2**                **85.7**

  **800 - 859 AM**      **89.5**                **76.8**                **86.0**                **90.5**                **85.3**                **89.5**                **87.9**                **89.7**                **82.7**                **84.4**                **90.6**                **94.2**                **84.1**                **90.6**                **92.2**                **82.7**                **90.8**                **80.6**

  **900 - 959 AM**      **81.7**                **73.5**                **83.3**                **87.2**                **82.9**                **88.0**                **86.3**                **83.4**                **86.7**                **86.7**                **91.2**                **93.0**                **84.6**                **87.2**                **88.2**                **81.3**                **91.1**                **77.0**

  **1000 - 1059 AM**    **83.6**                **86.7**                **84.4**                **85.8**                **84.9**                **90.6**                **84.4**                **84.1**                **84.2**                **84.7**                **84.9**                **91.5**                **83.2**                **85.2**                **87.1**                **84.9**                **89.3**                **82.7**

  **1100 - 1159 AM**    **85.4**                **79.5**                **81.4**                **81.8**                **79.8**                **88.9**                **77.0**                **79.9**                **87.1**                **86.7**                **81.1**                **89.7**                **84.2**                **73.7**                **85.2**                **79.6**                **84.2**                **84.5**

  **1200 - 1259 PM**    **85.2**                **82.3**                **82.5**                **86.3**                **78.5**                **85.8**                **82.0**                **77.6**                **78.8**                **87.0**                **76.7**                **91.0**                **78.9**                **77.6**                **81.2**                **80.0**                **79.7**                **78.6**

  **100 - 159 PM**      **85.1**                **78.5**                **78.4**                **57.7**                **82.2**                **84.7**                **73.9**                **79.3**                **82.2**                **82.9**                **74.3**                **92.1**                **67.1**                **73.8**                **82.7**                **79.3**                **83.5**                **75.5**

  **200 - 259 PM**      **84.8**                **80.8**                **78.6**                **83.9**                **79.4**                **85.5**                **76.6**                **73.8**                **83.3**                **80.9**                **65.6**                **88.0**                **85.7**                **76.9**                **78.8**                **75.2**                **79.7**                **68.1**

  **300 - 359 PM**      **75.5**                **75.9**                **72.9**                **81.6**                **77.3**                **79.0**                **80.2**                **78.2**                **78.9**                **78.2**                **74.4**                **90.2**                **71.3**                **75.7**                **83.6**                **76.2**                **76.9**                **70.6**

  **400 - 459 PM**      **77.4**                **77.6**                **77.0**                **79.1**                **73.9**                **77.3**                **77.7**                **76.7**                **68.4**                **73.9**                **66.0**                **91.7**                **74.9**                **77.8**                **82.2**                **74.1**                **77.0**                **70.3**

  **500 - 559 PM**      **72.8**                **72.3**                **73.8**                **77.7**                **69.1**                **84.0**                **81.7**                **77.2**                **80.7**                **74.1**                **77.5**                **85.0**                **64.1**                **72.8**                **79.7**                **74.6**                **79.5**                **67.7**

  **600 - 659 PM**      **71.8**                **76.2**                **76.6**                **79.4**                **72.2**                **82.5**                **77.1**                **68.4**                **70.9**                **74.4**                **76.5**                **83.2**                **69.9**                **74.8**                **82.9**                **67.7**                **82.2**                **68.6**

  **700 - 759 PM**      **72.7**                **73.2**                **71.7**                **69.8**                **76.8**                **78.2**                **77.4**                **73.1**                **74.9**                **63.3**                **67.8**                **90.0**                **62.0**                **75.8**                **71.6**                **69.3**                **78.2**                **62.7**

  **800 - 859 PM**      **74.1**                **81.7**                **73.5**                **78.1**                **72.1**                **80.7**                **76.0**                **69.7**                **75.3**                **63.0**                **69.7**                **89.0**                **63.9**                **81.8**                **82.7**                **67.6**                **72.8**                **67.7**

  **900 - 959 PM**      **71.3**                **73.1**                **72.0**                **86.1**                **70.9**                **87.3**                **82.7**                **78.7**                **76.4**                **58.6**                **64.8**                **89.4**                **68.2**                **73.2**                **76.7**                **64.1**                **82.0**                **58.6**

  **1000 - 1059 PM**    **74.6**                **63.3**                **76.2**                **87.5**                **70.5**                **J/**                  **J/**                  **67.9**                **50.0**                **100.0**               **77.4**                **91.5**                **65.6**                **80.7**                **89.8**                **75.0**                **74.2**                **74.2**

  **1100 - 559 AM**     **77.8**                **91.1**                **90.3**                **J/**                  **76.0**                **J/**                  **85.6**                **95.1**                **74.2**                **88.8**                **100.0**               **96.0**                **93.8**                **83.3**                **87.0**                **100.0**               **100.0**               **84.6**

  **TOTAL, ALL          **79.9**                **78.4**                **79.9**                **83.2**                **77.9**                **85.2**                **81.1**                **79.3**                **80.7**                **79.6**                **79.5**                **90.2**                **74.8**                **80.2**                **85.0**                **77.6**                **84.1**                **74.5**
  DEPARTURES,\                                                                                                                                                                                                                                                                                                                                                                                                                                  
  BY AIRPORT**                                                                                                                                                                                                                                                                                                                                                                                                                                  
  --------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- -----------------------

**\* See Appendix at the end of this section for list of airport
codes.**

**JANUARY 2004**

**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\         **[MIA]{.underline}**   **[MSP]{.underline}**   **[ORD]{.underline}**   **[PDX]{.underline}**   **[PHL]{.underline}**   **[PHX]{.underline}**   **[PIT]{.underline}**   **[SAN]{.underline}**   **[SEA]{.underline}**   **[SFO]{.underline}**   **[SLC]{.underline}**   **[STL]{.underline}**   **[TPA]{.underline}**   **[TOTAL]{.underline}**
  DEPARTURE                                                                                                                                                                                                                                                                                                                                     
  TIME]{.underline}**                                                                                                                                                                                                                                                                                                                           

  **600 - 659 AM**      **95.4**                **93.7**                **84.9**                **82.1**                **88.0**                **93.5**                **89.1**                **93.2**                **88.4**                **92.0**                **90.8**                **92.3**                **96.2**                **90.1**

  **700 - 759 AM**      **91.1**                **86.0**                **76.4**                **78.2**                **83.5**                **93.2**                **90.1**                **97.6**                **86.8**                **92.4**                **88.5**                **87.7**                **91.4**                **88.8**

  **800 - 859 AM**      **93.0**                **78.5**                **70.0**                **78.3**                **83.6**                **91.4**                **83.3**                **93.5**                **82.7**                **87.4**                **81.4**                **90.2**                **94.3**                **85.7**

  **900 - 959 AM**      **90.2**                **85.8**                **70.8**                **72.0**                **72.6**                **88.3**                **89.3**                **90.0**                **78.1**                **87.5**                **76.1**                **85.1**                **92.4**                **83.5**

  **1000 - 1059 AM**    **84.1**                **81.1**                **65.3**                **78.5**                **80.5**                **82.8**                **90.3**                **81.6**                **76.8**                **82.5**                **80.5**                **87.1**                **89.9**                **82.4**

  **1100 - 1159 AM**    **86.1**                **81.9**                **63.1**                **69.6**                **80.8**                **83.3**                **87.3**                **84.9**                **74.1**                **72.3**                **69.9**                **81.5**                **90.2**                **79.6**

  **1200 - 1259 PM**    **83.5**                **76.9**                **65.3**                **72.5**                **82.9**                **81.3**                **82.9**                **80.4**                **71.8**                **69.6**                **74.7**                **80.4**                **87.2**                **79.3**

  **100 - 159 PM**      **81.7**                **83.0**                **62.3**                **69.0**                **84.4**                **80.0**                **89.4**                **81.0**                **71.8**                **69.7**                **76.7**                **82.9**                **79.9**                **78.9**

  **200 - 259 PM**      **86.3**                **80.6**                **54.0**                **67.0**                **82.0**                **78.8**                **80.5**                **75.9**                **70.9**                **66.3**                **71.8**                **78.4**                **84.0**                **77.0**

  **300 - 359 PM**      **73.4**                **77.9**                **51.3**                **62.3**                **71.6**                **78.3**                **80.9**                **81.9**                **66.3**                **81.1**                **75.8**                **71.8**                **78.0**                **75.3**

  **400 - 459 PM**      **70.2**                **77.1**                **50.1**                **78.3**                **75.8**                **75.6**                **81.7**                **82.3**                **68.2**                **80.7**                **74.4**                **74.6**                **83.6**                **73.9**

  **500 - 559 PM**      **67.6**                **75.8**                **45.1**                **71.2**                **64.2**                **78.9**                **76.7**                **80.9**                **67.4**                **73.8**                **71.2**                **75.7**                **79.6**                **72.7**

  **600 - 659 PM**      **71.1**                **79.3**                **44.2**                **67.4**                **66.3**                **73.9**                **76.5**                **89.0**                **67.7**                **81.9**                **78.8**                **72.5**                **78.9**                **72.1**

  **700 - 759 PM**      **72.2**                **78.5**                **42.7**                **73.8**                **67.9**                **78.2**                **71.0**                **75.4**                **66.9**                **77.3**                **69.6**                **75.3**                **83.0**                **70.3**

  **800 - 859 PM**      **65.0**                **74.0**                **42.9**                **66.3**                **68.8**                **78.8**                **83.0**                **84.6**                **66.7**                **76.9**                **69.3**                **78.3**                **80.4**                **71.9**

  **900 - 959 PM**      **25.0**                **78.4**                **53.6**                **76.1**                **50.0**                **77.3**                **J/**                  **85.5**                **70.8**                **85.8**                **70.5**                **75.8**                **82.9**                **73.6**

  **1000 - 1059 PM**    **66.7**                **88.6**                **74.0**                **71.2**                **62.4**                **86.6**                **86.7**                **90.6**                **74.2**                **83.9**                **71.8**                **84.0**                **76.7**                **79.9**

  **1100 - 559 AM**     **92.5**                **82.3**                **100.0**               **81.8**                **81.8**                **89.6**                **87.1**                **91.4**                **81.8**                **89.3**                **83.9**                **80.6**                **100.0**               **83.7**

  **TOTAL, ALL          **80.5**                **81.0**                **57.9**                **73.4**                **74.9**                **81.9**                **84.4**                **85.7**                **75.3**                **80.0**                **75.8**                **81.0**                **86.1**                **78.6**
  DEPARTURES,\                                                                                                                                                                                                                                                                                                                                  
  BY AIRPORT**                                                                                                                                                                                                                                                                                                                                  
  --------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- ----------------------- -------------------------

**\* See Appendix at the end of this section for list of airport
codes.**

**JANUARY 2004**

**AIR TRAVEL CONSUMER REPORT**

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

  ----------- ----------- ------------------ -------------- ------------- ----------------- ---------- --------
  **CARRIER   **FLIGHT\   **ORGIN-DESTIN.\   **SCHEDULED\   **NUMBER OF\  **PERCENTAGE OF   **NUMBER   
  \***        NUMBER**    AIRPORTS**         DEPARTURE      OPERATIONS\   FLIGHT\           OF MIN     
                                             TIME**         REPORTED**    OPERATIONS        LATE\      
                                                                          ARRIVING\         AVERAGE    
                                                                          15 MINUTES LATE   MEDIAN**   
                                                                          OR MORE D/**                 

  **AS**      **211**     **LAX-SEA**        **1951**       **31**        **93.55**         **45**     **36**

  **OO**      **6816**    **FWA-ORD**        **1840**       **25**        **92.00**         **77**     **57**

  **DH**      **7406**    **LEX-ORD**        **1046**       **25**        **92.00**         **56**     **31**

  **OO**      **4110**    **SLC-IDA**        **1855**       **25**        **92.00**         **44**     **31**

  **DL**      **2042**    **CVG-ORD**        **1850**       **24**        **91.67**         **39**     **31**

  **MQ**      **4394**    **CMH-ORD**        **1843**       **31**        **90.32**         **65**     **53**

  **MQ**      **4336**    **MDT-ORD**        **1852**       **31**        **90.32**         **44**     **38**

  **AA**      **425**     **CLE-ORD**        **1858**       **26**        **88.46**         **61**     **42**

  **DH**      **7371**    **BTV-ORD**        **1456**       **25**        **88.00**         **79**     **44**

  **DH**      **7514**    **ORD-SYR**        **1810**       **25**        **88.00**         **60**     **33**

  **DH**      **7508**    **ORD-MBS**        **1755**       **31**        **87.10**         **61**     **48**

  **MQ**      **4049**    **ORD-CMH**        **1601**       **31**        **87.10**         **55**     **39**

  **MQ**      **4292**    **SYR-ORD**        **1840**       **31**        **87.10**         **46**     **37**

  **OH**      **5646**    **SLC-STL**        **1010**       **31**        **87.10**         **39**     **28**

  **MQ**      **4338**    **BNA-ORD**        **1757**       **30**        **86.67**         **57**     **54**

  **MQ**      **4380**    **CVG-ORD**        **2015**       **21**        **85.71**         **52**     **47**

  **DH**      **7337**    **GRR-ORD**        **1716**       **21**        **85.71**         **47**     **45**

  **UA**      **471**     **ORD-MSP**        **1845**       **20**        **85.00**         **32**     **29**

  **MQ**      **4346**    **CMH-ORD**        **1607**       **26**        **84.62**         **60**     **41**

  **OO**      **6861**    **LNK-ORD**        **1525**       **25**        **84.00**         **90**     **78**

  **DH**      **7447**    **ORD-LNK**        **1650**       **25**        **84.00**         **55**     **32**

  **MQ**      **4138**    **CID-ORD**        **1150**       **25**        **84.00**         **53**     **26**

  **DH**      **7340**    **ORD-GRR**        **1615**       **25**        **84.00**         **49**     **32**

  **AA**      **1861**    **MIA-ORD**        **1655**       **25**        **84.00**         **47**     **37**

  **DH**      **7368**    **FSD-ORD**        **1825**       **25**        **84.00**         **47**     **36**

  **DH**      **7339**    **GRR-ORD**        **1845**       **25**        **84.00**         **47**     **41**

  **DH**      **7404**    **ORD-LEX**        **800**        **25**        **84.00**         **45**     **37**

  **OO**      **6217**    **MOD-SFO**        **934**        **25**        **84.00**         **37**     **39**

  **UA**      **521**     **GSO-ORD**        **818**        **25**        **84.00**         **27**     **21**

  **DH**      **7649**    **BDL-ORD**        **1443**       **31**        **83.87**         **76**     **35**
  ----------- ----------- ------------------ -------------- ------------- ----------------- ---------- --------

**\* See Appendix at the end of this section for list of carrier
codes.**

**JANUARY 2004**

**AIR TRAVEL CONSUMER REPORT**

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

  ----------- ----------- ------------------ -------------- ------------- ----------------- ---------- --------
  **CARRIER   **FLIGHT\   **ORGIN-DESTIN.\   **SCHEDULED\   **NUMBER OF\  **PERCENTAGE OF   **NUMBER   
  \***        NUMBER**    AIRPORTS**         DEPARTURE      OPERATIONS\   FLIGHT\           OF MIN     
                                             TIME**         REPORTED**    OPERATIONS        LATE\      
                                                                          ARRIVING\         AVERAGE    
                                                                          15 MINUTES LATE   MEDIAN**   
                                                                          OR MORE D/**                 

  **DH**      **7455**    **GSP-ORD**        **1758**       **31**        **83.87**         **49**     **20**

  **AA**      **1972**    **ATL-ORD**        **1247**       **31**        **83.87**         **43**     **32**

  **AA**      **1415**    **ORD-MSP**        **1845**       **31**        **83.87**         **43**     **29**

  **MQ**      **4175**    **ORD-DSM**        **1819**       **31**        **83.87**         **41**     **30**

  **AA**      **1733**    **EWR-ORD**        **1805**       **27**        **81.48**         **83**     **26**

  **MQ**      **4311**    **ORD-CVG**        **1952**       **26**        **80.77**         **51**     **40**

  **MQ**      **4398**    **GRR-ORD**        **1924**       **26**        **80.77**         **37**     **36**

  **AA**      **1134**    **MSP-ORD**        **1901**       **26**        **80.77**         **29**     **29**

  **MQ**      **4194**    **GRR-ORD**        **1642**       **31**        **80.65**         **73**     **54**

  **DH**      **7487**    **CHS-ORD**        **1725**       **31**        **80.65**         **67**     **40**

  **DH**      **7617**    **HPN-ORD**        **1720**       **31**        **80.65**         **55**     **35**

  **MQ**      **4234**    **ORD-BUF**        **1931**       **31**        **80.65**         **52**     **44**

  **MQ**      **4093**    **ORD-CVG**        **1719**       **31**        **80.65**         **51**     **47**

  **MQ**      **4226**    **DBQ-ORD**        **1714**       **31**        **80.65**         **51**     **40**

  **DH**      **7612**    **ORD-HPN**        **1750**       **31**        **80.65**         **51**     **24**

  **AS**      **225**     **LAX-SEA**        **2123**       **31**        **80.65**         **47**     **30**

  **MQ**      **4320**    **CMH-ORD**        **839**        **31**        **80.65**         **32**     **31**

  **DH**      **7411**    **ORD-LEX**        **1750**       **25**        **80.00**         **65**     **40**

  **DH**      **7373**    **FWA-ORD**        **1604**       **25**        **80.00**         **63**     **55**

  **OO**      **6836**    **MEM-ORD**        **1525**       **25**        **80.00**         **61**     **37**

  **DH**      **7704**    **LNK-ORD**        **1830**       **25**        **80.00**         **59**     **45**

  **DH**      **7503**    **MDT-ORD**        **1740**       **25**        **80.00**         **53**     **31**

  **DH**      **7417**    **SYR-ORD**        **1000**       **25**        **80.00**         **49**     **30**

  **DH**      **7263**    **AVP-ORD**        **1700**       **25**        **80.00**         **45**     **35**
  ----------- ----------- ------------------ -------------- ------------- ----------------- ---------- --------

**\*** **See Appendix at the end of this section for list of carrier
codes.**

**JANUARY 2004**

**AIR TRAVEL CONSUMER REPORT**

**TABLE 6. NUMBER AND PERCENTAGE OF REGULARLY SCHEDULED FLIGHTS I/
ARRIVING LATE 70% OF THE TIME OR MORE**

  ----------------- ----------------- ------------- -------------------------
  **CARRIER**       **NUMBER OF\      **REGULARLY   
                    REGULARLY         SCHEDULED     
                    SCHEDULED         FLIGHTS\      
                    FLIGHTS\          LATE 70% OF   
                    FOR WHICH\        THE TIME OR   
                    CARRIER REPORTED  MORE D/**     
                    DATA**                          

                                      **NUMBER**    **PERCENTAGE**

  **AMERICAN        **1,306**         **85**        **6.5**
  EAGLE**                                           

  **ATLANTIC        **765**           **44**        **5.8**
  COAST**                                           

  **SKYWEST**       **1,202**         **22**        **1.8**

  **AMERICAN**      **2,014**         **29**        **1.4**

  **ALASKA**        **440**           **5**         **1.1**

  **UNITED**        **1,490**         **14**        **0.9**

  **AMERICA WEST**  **540**           **4**         **0.7**

  **EXPRESSJET**    **997**           **6**         **0.6**

  **COMAIR**        **1,010**         **4**         **0.4**

  **NORTHWEST**     **1,351**         **4**         **0.3**

  **US AIRWAYS**    **1,166**         **3**         **0.3**

  **DELTA**         **1,885**         **4**         **0.2**

  **SOUTHWEST**     **2,697**         **0**         **0.0**

  **CONTINENTAL**   **810**           **0**         **0.0**

  **ATLANTIC        **746**           **0**         **0.0**
  SOUTHEAST**                                       

  **AIRTRAN**       **406**           **0**         **0.0**

  **ATA**           **224**           **0**         **0.0**

  **JETBLUE**       **222**           **0**         **0.0**

  **HAWAIIAN**      **128**           **0**         **0.0**

  **TOTAL**         **19,399**        **224**       **1.2**
  ----------------- ----------------- ------------- -------------------------

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.

**JANUARY 2004**

**AIR TRAVEL CONSUMER REPORT**

**TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT**

  ----------------- ------------ ----------- -------------- ------------ ----- ----------------------- ------------ ---------- -------------- ------------
  **CITY            **PERCENT\               **REPORTED\                       **CITY (AIRPORT)**      **PERCENT\              **REPORTED\    
  (AIRPORT)**       ON-TIME**                OPERATIONS**                                              ON-TIME**               OPERATIONS**   

                    **ARR.**     **DEP.**    **ARR.**       **DEP.**                                   **ARR.**     **DEP.**   **ARR.**       **DEP.**

  **ABILENE TX      **82.6**     **92.8**    **264**        **263**            **COLUMBIA SC (CAE)**   **70.1**     **75.9**   **1,049**      **1,048**
  (ABI)**                                                                                                                                     

  **AGUADILLA PR    **90.3**     **100.0**   **31**         **31**             **COLUMBUS OH (CMH)**   **71.8**     **81.7**   **3,145**      **3,137**
  (BQN)**                                                                                                                                     

  **AKRON/CANTON OH **72.6**     **72.3**    **707**        **708**            **CORDOVA AK (CDV)**    **61.3**     **72.6**   **62**         **62**
  (CAK)**                                                                                                                                     

  **ALBANY NY       **71.1**     **77.7**    **1,351**      **1,348**          **CORPUS CHRISTI TX     **83.9**     **89.1**   **704**        **704**
  (ALB)**                                                                      (CRP)**                                                        

  **ALBUQUERQUE NM  **80.6**     **86.8**    **3,076**      **3,075**          **DALLAS/FT. WORTH TX   **87.0**     **86.3**   **3,774**      **3,781**
  (ABQ)**                                                                      (DAL)**                                                        

  **ALLENTOWN PA    **74.6**     **85.0**    **519**        **519**            **DALLAS/FT. WORTH TX   **78.4**     **79.3**   **29,315**     **29,295**
  (ABE)**                                                                      (DFW)**                                                        

  **AMARILLO TX     **84.5**     **90.6**    **669**        **670**            **DAYTON OH (DAY)**     **69.2**     **77.9**   **1,284**      **1,286**
  (AMA)**                                                                                                                                     

  **ANCHORAGE AK    **62.6**     **72.2**    **1,529**      **1,530**          **DAYTONA BEACH FL      **78.4**     **78.9**   **343**        **342**
  (ANC)**                                                                      (DAB)**                                                        

  **ASHEVILLE NC    **77.0**     **81.2**    **378**        **377**            **DEADHORSE AK (SCC)**  **63.3**     **70.0**   **30**         **30**
  (AVL)**                                                                                                                                     

  **ATLANTA GA      **75.0**     **79.9**    **34,338**     **34,354**         **DENVER CO (DEN)**     **77.7**     **81.1**   **12,719**     **12,710**
  (ATL)**                                                                                                                                     

  **AUSTIN TX       **80.8**     **87.6**    **3,321**      **3,323**          **DES MOINES IA (DSM)** **63.8**     **72.7**   **928**        **927**
  (AUS)**                                                                                                                                     

  **BAKERSFIELD CA  **88.7**     **81.5**    **239**        **243**            **DETROIT MI (DTW)**    **75.5**     **80.7**   **11,900**     **11,885**
  (BFL)**                                                                                                                                     

  **BALTIMORE MD    **79.6**     **79.9**    **8,632**      **8,635**          **DILLINGHAM AK (DLG)** **53.8**     **53.8**   **13**         **13**
  (BWI)**                                                                                                                                     

  **BANGOR ME       **64.6**     **73.8**    **401**        **400**            **DUBUQUE IA (DBQ)**    **32.3**     **55.9**   **93**         **93**
  (BGR)**                                                                                                                                     

  **BARROW AK       **77.4**     **72.6**    **62**         **62**             **DULUTH MN (DLH)**     **80.0**     **81.7**   **60**         **60**
  (BRW)**                                                                                                                                     

  **BATON ROUGE LA  **83.4**     **86.7**    **639**        **639**            **DURANGO CO (DRO)**    **67.2**     **72.9**   **58**         **59**
  (BTR)**                                                                                                                                     

  **BEAUMONT/PORT   **78.8**     **89.4**    **132**        **132**            **DUTCH HARBOR AK       **34.5**     **32.7**   **55**         **55**
  ARTHUR TX (BPT)**                                                            (DUT)**                                                        

  **BETHEL AK       **72.3**     **70.2**    **94**         **94**             **EAGLE CO (EGE)**      **60.1**     **71.4**   **291**        **290**
  (BET)**                                                                                                                                     

  **BILLINGS MT     **67.4**     **80.4**    **408**        **409**            **EL PASO TX (ELP)**    **81.8**     **89.0**   **1,724**      **1,722**
  (BIL)**                                                                                                                                     

  **BINGHAMTON NY   **78.3**     **81.2**    **184**        **186**            **ERIE PA (ERI)**       **68.0**     **69.3**   **75**         **75**
  (BGM)**                                                                                                                                     

  **BIRMINGHAM AL   **78.4**     **84.3**    **1,838**      **1,842**          **EUGENE OR (EUG)**     **70.2**     **66.3**   **382**        **383**
  (BHM)**                                                                                                                                     

  **BISMARCK ND     **74.1**     **91.4**    **185**        **185**            **EVANSVILLE IN (EVV)** **60.6**     **65.6**   **465**        **465**
  (BIS)**                                                                                                                                     

  **BLOOMINGTON IL  **55.9**     **71.5**    **186**        **186**            **FAIRBANKS AK (FAI)**  **65.7**     **73.7**   **396**        **396**
  (BMI)**                                                                                                                                     

  **BOISE ID        **71.2**     **79.7**    **1,260**      **1,260**          **FARGO ND (FAR)**      **67.7**     **82.0**   **328**        **328**
  (BOI)**                                                                                                                                     

  **BOSTON MA       **76.8**     **78.4**    **10,133**     **10,129**         **FAYETTEVILLE AR       **74.0**     **78.7**   **1,021**      **1,023**
  (BOS)**                                                                      (XNA)**                                                        

  **BOZEMAN MT      **71.0**     **81.8**    **400**        **402**            **FAYETTEVILLE NC       **79.1**     **79.9**   **148**        **149**
  (BZN)**                                                                      (FAY)**                                                        

  **BRISTOL TN      **80.2**     **80.4**    **338**        **337**            **FLINT MI (FNT)**      **67.2**     **74.2**   **512**        **512**
  (TRI)**                                                                                                                                     

  **BROWNSVILLE TX  **83.1**     **92.3**    **142**        **142**            **FRESNO CA (FAT)**     **78.6**     **80.1**   **1,124**      **1,140**
  (BRO)**                                                                                                                                     

  **BUFFALO NY      **68.0**     **74.3**    **2,128**      **2,130**          **FT. LAUDERDALE FL     **74.6**     **79.5**   **5,418**      **5,414**
  (BUF)**                                                                      (FLL)**                                                        

  **BURBANK CA      **80.4**     **82.3**    **2,219**      **2,219**          **FT. MYERS FL (RSW)**  **74.4**     **83.7**   **1,904**      **1,904**
  (BUR)**                                                                                                                                     

  **BURLINGTON VT   **69.7**     **73.9**    **666**        **666**            **FT. SMITH AR (FSM)**  **82.4**     **89.2**   **148**        **148**
  (BTV)**                                                                                                                                     

  **CEDAR           **56.8**     **67.4**    **516**        **518**            **FT. WAYNE IN (FWA)**  **62.0**     **70.7**   **605**        **604**
  RAPIDS/IOWA CTY                                                                                                                             
  IA (CID)**                                                                                                                                  

  **CHAMPAIGN IL    **30.8**     **61.4**    **208**        **207**            **GRAND FORKS ND        **74.7**     **85.1**   **87**         **87**
  (CMI)**                                                                      (GFK)**                                                        

  **CHARLESTON SC   **77.9**     **81.4**    **1,150**      **1,153**          **GRAND RAPIDS MI       **64.4**     **74.0**   **1,449**      **1,448**
  (CHS)**                                                                      (GRR)**                                                        

  **CHARLESTON WV   **77.4**     **81.7**    **394**        **393**            **GREAT FALLS MT        **62.8**     **77.0**   **298**        **296**
  (CRW)**                                                                      (GTF)**                                                        

  **CHARLOTTE NC    **81.9**     **83.2**    **9,099**      **9,095**          **GREEN BAY WI (GRB)**  **64.5**     **79.6**   **529**        **529**
  (CLT)**                                                                                                                                     

  **CHATTANOOGA TN  **78.6**     **82.4**    **420**        **420**            **GREENSBORO/HIGH PT.   **76.5**     **81.1**   **1,572**      **1,572**
  (CHA)**                                                                      NC (GSO)**                                                     

  **CHICAGO IL      **74.1**     **74.5**    **7,597**      **7,599**          **GREENVILLE/SPARTBG.   **69.7**     **76.4**   **1,151**      **1,151**
  (MDW)**                                                                      SC (GSP)**                                                     

  **CHICAGO IL      **51.8**     **57.9**    **32,715**     **32,713**         **GULFPORT/BILOXI MS    **83.7**     **85.4**   **473**        **472**
  (ORD)**                                                                      (GPT)**                                                        

  **CINCINNATI OH   **75.3**     **77.9**    **17,411**     **17,448**         **GUNNISON CO (GUC)**   **77.8**     **86.7**   **45**         **45**
  (CVG)**                                                                                                                                     

  **CLEVELAND OH    **74.4**     **84.2**    **7,284**      **7,280**          **HARLINGEN TX (HRL)**  **86.8**     **90.6**   **492**        **491**
  (CLE)**                                                                                                                                     

  **COLLEGE STATION **87.0**     **91.6**    **307**        **308**            **HARRISBURG PA (MDT)** **67.6**     **73.5**   **991**        **993**
  TX (CLL)**                                                                                                                                  

  **COLORADO        **79.8**     **89.5**    **995**        **995**            **HARTFORD CT/SPGFLD MA **76.7**     **83.1**   **2,731**      **2,733**
  SPRINGS CO                                                                   (BDL)**                                                        
  (COS)**                                                                                                                                     
  ----------------- ------------ ----------- -------------- ------------ ----- ----------------------- ------------ ---------- -------------- ------------

**JANUARY 2004**

**AIR TRAVEL CONSUMER REPORT**

**TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT**

  ---------------------- ------------ ---------- -------------- ------------ ----- ------------------- ------------ ---------- -------------- ------------
  **CITY (AIRPORT)**     **PERCENT\              **REPORTED\                       **CITY (AIRPORT)**  **PERCENT\              **REPORTED\    
                         ON-TIME**               OPERATIONS**                                          ON-TIME**               OPERATIONS**   

                         **ARR.**     **DEP.**   **ARR.**       **DEP.**                               **ARR.**     **DEP.**   **ARR.**       **DEP.**

  **HELENA MT (HLN)**    **70.0**     **70.1**   **203**        **204**            **MEDFORD OR        **74.0**     **70.4**   **362**        **362**
                                                                                   (MFR)**                                                    

  **HILO HAWAII HI       **92.3**     **92.3**   **194**        **194**            **MELBOURNE FL      **79.5**     **84.3**   **254**        **255**
  (ITO)**                                                                          (MLB)**                                                    

  **HONOLULU OAHU HI     **80.4**     **89.9**   **2,839**      **2,839**          **MEMPHIS TN        **79.8**     **83.2**   **4,154**      **4,152**
  (HNL)**                                                                          (MEM)**                                                    

  **HOUSTON TX (HOU)**   **83.4**     **81.3**   **4,964**      **4,963**          **MIAMI FL (MIA)**  **74.8**     **80.5**   **5,612**      **5,619**

  **HOUSTON TX (IAH)**   **83.0**     **90.2**   **16,261**     **16,255**         **MIDLAND/ODESSA TX **86.8**     **90.8**   **675**        **674**
                                                                                   (MAF)**                                                    

  **HUNTSVILLE/DECATUR   **76.4**     **82.8**   **943**        **945**            **MILWAUKEE WI      **69.3**     **82.8**   **1,852**      **1,856**
  AL (HSV)**                                                                       (MKE)**                                                    

  **INDIANAPOLIS IN      **73.5**     **80.3**   **3,618**      **3,621**          **MINNEAPLS/ST.P MN **74.7**     **81.0**   **12,200**     **12,172**
  (IND)**                                                                          (MSP)**                                                    

  **INDIO/PALM SPRINGS   **80.8**     **81.0**   **1,181**      **1,180**          **MINOT ND (MOT)**  **71.9**     **88.5**   **96**         **96**
  CA (PSP)**                                                                                                                                  

  **ISLIP/LONG IS. NY    **79.4**     **81.4**   **1,051**      **1,051**          **MISSION/MCALLEN   **80.1**     **93.2**   **266**        **266**
  (ISP)**                                                                          TX (MFE)**                                                 

  **JACKSON WY (JAC)**   **64.6**     **68.2**   **347**        **352**            **MISSOULA MT       **54.6**     **66.8**   **302**        **313**
                                                                                   (MSO)**                                                    

  **JACKSON/VICKSBURG MS **80.4**     **87.3**   **960**        **961**            **MOBILE            **82.6**     **86.3**   **438**        **438**
  (JAN)**                                                                          AL/PASCAGOULA MS                                           
                                                                                   (MOB)**                                                    

  **JACKSONVILLE FL      **79.4**     **84.3**   **2,517**      **2,517**          **MOLINE IL (MLI)** **66.2**     **74.1**   **325**        **324**
  (JAX)**                                                                                                                                     

  **JUNEAU AK (JNU)**    **66.8**     **69.2**   **307**        **308**            **MONROE LA (MLU)** **88.1**     **89.4**   **303**        **303**

  **KAHULUI (OGG)**      **83.9**     **88.6**   **1,122**      **1,122**          **MONTEREY CA       **89.4**     **83.8**   **625**        **625**
                                                                                   (MRY)**                                                    

  **KALAMAZOO MI (AZO)** **52.3**     **65.4**   **394**        **393**            **MONTROSE CO       **71.6**     **69.5**   **275**        **275**
                                                                                   (MTJ)**                                                    

  **KALISPELL MT (FCA)** **63.8**     **76.6**   **232**        **235**            **MYRTLE BEACH SC   **83.1**     **84.3**   **497**        **491**
                                                                                   (MYR)**                                                    

  **KANSAS CITY MO       **76.0**     **81.8**   **4,962**      **4,962**          **NASHVILLE TN      **79.8**     **84.2**   **4,983**      **4,983**
  (MCI)**                                                                          (BNA)**                                                    

  **KETCHIKAN AK (KTN)** **61.3**     **67.7**   **186**        **186**            **NEW ORLEANS LA    **80.1**     **87.2**   **4,484**      **4,485**
                                                                                   (MSY)**                                                    

  **KEY WEST FL (EYW)**  **77.4**     **53.2**   **62**         **62**             **NEW YORK NY       **74.4**     **74.8**   **6,826**      **6,805**
                                                                                   (JFK)**                                                    

  **KILLEEN TX (ILE)**   **82.4**     **87.7**   **425**        **430**            **NEW YORK NY       **68.6**     **77.6**   **10,526**     **10,526**
                                                                                   (LGA)**                                                    

  **KING SALMON AK       **68.2**     **63.6**   **22**         **22**             **NEWARK NJ (EWR)** **72.6**     **79.6**   **12,751**     **12,745**
  (AKN)**                                                                                                                                     

  **KNOXVILLE TN (TYS)** **71.2**     **81.8**   **1,151**      **1,155**          **NEWBURGH NY       **61.8**     **75.3**   **186**        **186**
                                                                                   (SWF)**                                                    

  **KODIAK AK (ADQ)**    **59.7**     **53.2**   **62**         **62**             **NOME AK (OME)**   **77.1**     **67.5**   **83**         **83**

  **KONA HAWAII HI       **86.5**     **92.3**   **505**        **505**            **NORFOLK/VA BEACH  **72.1**     **80.4**   **1,982**      **1,982**
  (KOA)**                                                                          VA (ORF)**                                                 

  **KOTZEBUE AK (OTZ)**  **63.4**     **70.7**   **82**         **82**             **OKLAHOMA CITY OK  **69.8**     **78.8**   **1,921**      **1,925**
                                                                                   (OKC)**                                                    

  **LA CROSSE WI (LSE)** **57.5**     **69.1**   **174**        **175**            **OMAHA NE (OMA)**  **73.0**     **80.0**   **1,789**      **1,789**

  **LAFAYETTE LA (LFT)** **86.0**     **89.9**   **278**        **278**            **ONTARIO CA        **82.3**     **86.0**   **3,044**      **3,040**
                                                                                   (ONT)**                                                    

  **LANSING MI (LAN)**   **66.1**     **79.3**   **425**        **425**            **ORANGE COUNTY CA  **81.0**     **84.3**   **4,084**      **4,090**
                                                                                   (SNA)**                                                    

  **LAREDO TX (LRD)**    **81.7**     **90.0**   **180**        **180**            **ORLANDO FL        **78.5**     **84.1**   **8,506**      **8,506**
                                                                                   (MCO)**                                                    

  **LAS VEGAS NV (LAS)** **78.1**     **80.2**   **12,769**     **12,772**         **PASCO WA (PSC)**  **62.5**     **63.7**   **312**        **311**

  **LAWTON OK (LAW)**    **87.8**     **92.5**   **156**        **159**            **PENSACOLA FL      **78.6**     **83.9**   **583**        **584**
                                                                                   (PNS)**                                                    

  **LEXINGTON/FRKFT KY   **71.7**     **77.6**   **791**        **782**            **PEORIA IL (PIA)** **51.8**     **61.7**   **342**        **342**
  (LEX)**                                                                                                                                     

  **LIHUE KAUAI HI       **87.4**     **91.2**   **611**        **611**            **PETERSBURG AK     **62.9**     **66.1**   **62**         **62**
  (LIH)**                                                                          (PSG)**                                                    

  **LINCOLN NE (LNK)**   **47.5**     **63.2**   **339**        **340**            **PHILADELPHIA PA   **75.3**     **74.9**   **9,202**      **9,200**
                                                                                   (PHL)**                                                    

  **LITTLE ROCK AR       **80.7**     **84.0**   **1,452**      **1,450**          **PHOENIX AZ        **81.0**     **81.9**   **14,272**     **14,280**
  (LIT)**                                                                          (PHX)**                                                    

  **LONG BEACH CA        **77.5**     **86.7**   **962**        **964**            **PITTSBURGH PA     **79.5**     **84.4**   **5,422**      **5,419**
  (LGB)**                                                                          (PIT)**                                                    

  **LONGVIEW TX (GGG)**  **86.0**     **93.5**   **93**         **93**             **PORTLAND ME       **69.6**     **77.2**   **886**        **889**
                                                                                   (PWM)**                                                    

  **LOS ANGELES CA       **81.0**     **85.0**   **19,248**     **19,231**         **PORTLAND OR       **67.3**     **73.4**   **4,673**      **4,672**
  (LAX)**                                                                          (PDX)**                                                    

  **LOUISVILLE KY        **74.9**     **80.5**   **1,970**      **1,972**          **PROVIDENCE RI     **79.6**     **84.7**   **2,368**      **2,369**
  (SDF)**                                                                          (PVD)**                                                    

  **LUBBOCK TX (LBB)**   **84.4**     **89.3**   **822**        **824**            **RALEIGH/DURHAM NC **71.5**     **78.2**   **4,660**      **4,660**
                                                                                   (RDU)**                                                    

  **MADISON WI (MSN)**   **61.9**     **75.3**   **772**        **772**            **RAPID CITY SD     **71.3**     **83.7**   **404**        **405**
                                                                                   (RAP)**                                                    

  **MANCHESTER NH        **76.9**     **82.3**   **1,773**      **1,777**          **RENO NV (RNO)**   **75.7**     **80.4**   **2,630**      **2,629**
  (MHT)**                                                                                                                                     

  **MARQUETTE MI (MQT)** **36.5**     **66.7**   **52**         **51**             **RICHMOND VA       **73.2**     **81.6**   **1,420**      **1,420**
                                                                                   (RIC)**                                                    
  ---------------------- ------------ ---------- -------------- ------------ ----- ------------------- ------------ ---------- -------------- ------------

**JANUARY 2004**

**AIR TRAVEL CONSUMER REPORT**

**TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT**

  ------------------------- ------------ ---------- -------------- ------------ ----- ----------------- ------------ ---------- -------------- ----------
  **CITY (AIRPORT)**        **PERCENT\              **REPORTED\                       **CITY            **PERCENT\              **REPORTED\    
                            ON-TIME**               OPERATIONS**                      (AIRPORT)**       ON-TIME**               OPERATIONS**   

                            **ARR.**     **DEP.**   **ARR.**       **DEP.**                             **ARR.**     **DEP.**   **ARR.**       **DEP.**

  **ROANOKE VA (ROA)**      **77.1**     **77.2**   **477**        **482**            **WHITE PLAINS NY **60.9**     **66.5**   **792**        **793**
                                                                                      (HPN)**                                                  

  **ROCHESTER MN (RST)**    **56.8**     **72.4**   **169**        **170**            **WICHITA FALLS   **85.6**     **92.0**   **188**        **188**
                                                                                      TX (SPS)**                                               

  **ROCHESTER NY (ROC)**    **63.7**     **73.0**   **1,514**      **1,516**          **WICHITA KS      **68.4**     **76.3**   **869**        **868**
                                                                                      (ICT)**                                                  

  **SACRAMENTO CA (SMF)**   **77.1**     **80.7**   **3,919**      **3,924**          **WILMINGTON NC   **83.9**     **85.1**   **329**        **329**
                                                                                      (ILM)**                                                  

  **SAGINAW MI (MBS)**      **59.6**     **81.5**   **302**        **302**            **WRANGELL AK     **62.9**     **62.9**   **62**         **62**
                                                                                      (WRG)**                                                  

  **SALT LAKE CITY UT       **68.0**     **75.8**   **11,270**     **11,233**         **YAKUTAT AK      **64.5**     **72.6**   **62**         **62**
  (SLC)**                                                                             (YAK)**                                                  

  **SAN ANGELO TX (SJT)**   **82.4**     **88.9**   **227**        **225**                                                                     

  **SAN ANTONIO TX (SAT)**  **77.2**     **86.0**   **3,250**      **3,251**                                                                   

  **SAN DIEGO CA (SAN)**    **81.2**     **85.7**   **7,176**      **7,171**                                                                   

  **SAN FRANCISCO CA        **81.7**     **83.3**   **5,797**      **5,797**                                                                   
  (OAK)**                                                                                                                                      

  **SAN FRANCISCO CA        **66.4**     **80.0**   **10,746**     **10,722**                                                                  
  (SFO)**                                                                                                                                      

  **SAN JOSE CA (SJC)**     **79.2**     **82.6**   **5,274**      **5,278**                                                                   

  **SAN JUAN PR (SJU)**     **74.3**     **82.5**   **2,378**      **2,379**                                                                   

  **SAN LUIS OBISPO CA      **91.3**     **88.2**   **458**        **458**                                                                     
  (SBP)**                                                                                                                                      

  **SANTA BARBARA CA        **85.6**     **83.6**   **928**        **927**                                                                     
  (SBA)**                                                                                                                                      

  **SARASOTA/BRAD. FL       **75.9**     **84.4**   **569**        **571**                                                                     
  (SRQ)**                                                                                                                                      

  **SAVANNAH GA (SAV)**     **78.5**     **82.8**   **982**        **987**                                                                     

  **SCRANTON/WILKES-BARRE   **67.9**     **69.4**   **249**        **248**                                                                     
  PA (AVP)**                                                                                                                                   

  **SEATTLE WA (SEA)**      **69.9**     **75.3**   **8,586**      **8,588**                                                                   

  **SHREVEPORT LA (SHV)**   **81.6**     **85.7**   **762**        **761**                                                                     

  **SIOUX FALLS SD (FSD)**  **58.8**     **72.4**   **524**        **525**                                                                     

  **SITKA AK (SIT)**        **55.9**     **78.3**   **93**         **92**                                                                      

  **SOUTH BEND IN (SBN)**   **66.4**     **74.7**   **381**        **380**                                                                     

  **SPOKANE WA (GEG)**      **66.9**     **72.9**   **1,154**      **1,164**                                                                   

  **SPRINGFIELD MO (SGF)**  **69.7**     **73.0**   **396**        **396**                                                                     

  **ST. CROIX VI (STX)**    **83.3**     **88.9**   **36**         **36**                                                                      

  **ST. LOUIS MO (STL)**    **75.7**     **81.0**   **4,997**      **4,987**                                                                   

  **ST. THOMAS VI (STT)**   **73.3**     **80.0**   **330**        **330**                                                                     

  **STEAMBOAT SPRINGS CO    **66.2**     **82.2**   **204**        **202**                                                                     
  (HDN)**                                                                                                                                      

  **SYRACUSE NY (SYR)**     **65.7**     **76.3**   **1,147**      **1,149**                                                                   

  **TALLAHASSEE FL (TLH)**  **81.6**     **80.9**   **463**        **461**                                                                     

  **TAMPA FL (TPA)**        **80.4**     **86.1**   **5,807**      **5,810**                                                                   

  **TEXARKANA AR (TXK)**    **88.6**     **94.3**   **175**        **175**                                                                     

  **TOLEDO OH (TOL)**       **66.0**     **72.4**   **500**        **500**                                                                     

  **TRAVERSE CITY MI        **53.8**     **52.7**   **130**        **131**                                                                     
  (TVC)**                                                                                                                                      

  **TUCSON AZ (TUS)**       **77.7**     **86.5**   **1,570**      **1,570**                                                                   

  **TULSA OK (TUL)**        **74.1**     **82.3**   **1,819**      **1,817**                                                                   

  **TYLER TX (TYR)**        **86.0**     **92.0**   **285**        **287**                                                                     

  **VALPARAISO FL (VPS)**   **79.3**     **81.5**   **498**        **498**                                                                     

  **WACO TX (ACT)**         **87.6**     **94.1**   **307**        **307**                                                                     

  **WASHINGTON DC (IAD)**   **80.4**     **82.4**   **8,633**      **8,632**                                                                   

  **WASHINGTON DC (DCA)**   **78.6**     **85.2**   **7,531**      **7,538**                                                                   

  **WEST PALM BEACH FL      **74.8**     **82.4**   **2,490**      **2,490**                                                                   
  (PBI)**                                                                                                                                      
  ------------------------- ------------ ---------- -------------- ------------ ----- ----------------- ------------ ---------- -------------- ----------

**JANUARY 2004**

**AIR TRAVEL CONSUMER REPORT**

**TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS**

**BY CARRIER**

  ----------------- -------- ------------ ------------- ------------ ----------- ------------- ------------ --------- ------------- --------- ------------ ------------ ------------- ------------- ----------- ------------- ---------
  **CARRIER A/**             **AT 31                                                                                                          **AT ALL                                                                        
                             REPORTABLE                                                                                                       REPORTABLE                                                                      
                             AIRPORTS                                                                                                         AIRPORTS                                                                        
                             B/**                                                                                                             C/**                                                                            

                             **NUMBER OF\ **FLIGHT\                              **FLIGHT\                            **PERCENT OF\           **NUMBER OF\              **FLIGHT\     **FLIGHT\                 **PERCENT OF\ 
                             AIRPORTS\    OPERATIONS\                            OPERATIONS\                          OPERATIONS\             AIRPORTS\                 OPERATIONS\   OPERATIONS\               OPERATIONS\   
                             REPORTED**   SCHEDULED**                            CANCELLED**                          CANCELLED**             REPORTED**                SCHEDULED**   CANCELLED**               CANCELLED**   

  **ALASKA**        **14**                              **7,475**    **562**                                **7.5**                 **46**                 **13,281**                               **1,019**                 **7.7**

  **ATLANTIC        **12**                              **9,081**    **729**                                **8.0**                 **81**                 **23,302**                               **1,583**                 **6.8**
  COAST**                                                                                                                                                                                                                     

  **AMERICAN        **23**                              **21,922**   **1,436**                              **6.6**                 **105**                **38,276**                               **2,481**                 **6.5**
  EAGLE**                                                                                                                                                                                                                     

  **COMAIR**        **24**                              **18,147**   **773**                                **4.3**                 **113**                **30,892**                               **1,345**                 **4.4**

  **SKYWEST**       **13**                              **19,663**   **640**                                **3.3**                 **106**                **36,623**                               **1,385**                 **3.8**

  **AMERICAN**      **30**                              **47,634**   **1,947**                              **4.1**                 **87**                 **60,893**                               **2,300**                 **3.8**

  **ATLANTIC        **16**                              **12,279**   **313**                                **2.5**                 **100**                **22,858**                               **594**                   **2.6**
  SOUTHEAST**                                                                                                                                                                                                                 

  **ATA**           **19**                              **5,354**    **147**                                **2.7**                 **28**                 **6,603**                                **151**                   **2.3**

  **EXPRESSJET**    **23**                              **13,513**   **361**                                **2.7**                 **103**                **28,336**                               **638**                   **2.3**

  **DELTA**         **31**                              **44,055**   **994**                                **2.3**                 **107**                **56,745**                               **1,265**                 **2.2**

  **UNITED**        **30**                              **36,644**   **879**                                **2.4**                 **82**                 **45,809**                               **1,017**                 **2.2**

  **SOUTHWEST**     **15**                              **35,445**   **765**                                **2.2**                 **59**                 **81,107**                               **1,690**                 **2.1**

  **NORTHWEST**     **31**                              **27,921**   **605**                                **2.2**                 **111**                **40,977**                               **828**                   **2.0**

  **AMERICA WEST**  **27**                              **13,502**   **264**                                **2.0**                 **50**                 **16,278**                               **314**                   **1.9**

  **US AIRWAYS**    **25**                              **27,398**   **459**                                **1.7**                 **59**                 **34,395**                               **549**                   **1.6**

  **AIRTRAN**       **16**                              **9,751**    **131**                                **1.3**                 **37**                 **12,558**                               **160**                   **1.3**

  **CONTINENTAL**   **30**                              **19,084**   **212**                                **1.1**                 **78**                 **24,391**                               **240**                   **1.0**

  **HAWAIIAN**      **7**                               **306**      **4**                                  **1.3**                 **16**                 **3,879**                                **28**                    **0.7**

  **JETBLUE**       **10**                              **4,354**    **17**                                 **0.4**                 **22**                 **6,784**                                **24**                    **0.4**

  **Total**                               **373,528**                                          **11,238**             **3.0**                 **Total**                 **583,987**   **17,611**                **3.0**       
  ----------------- -------- ------------ ------------- ------------ ----------- ------------- ------------ --------- ------------- --------- ------------ ------------ ------------- ------------- ----------- ------------- ---------

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

**JANUARY 2004**

**AIR TRAVEL CONSUMER REPORT**

**TABLE 9. CAUSES OF DELAY\*, BY CARRIER****\*\***

  ----------- ------------- ------------- ------------ ------------ ----------- ----------- ----------- ------------ ----------- ----------- ----------- ------------ ----------- ----------- ----------- ------------ -----------
                                                                                                        **CAUSES OF                                                                                                    
                                                                                                        DELAY**                                                                                                        

  CARRIER     TOTAL\        ONTIME        \%\          CANCELLED    \%\         DIVERTED    \%\         AIR\         \%\         EXTREME\    \%\         NATIONAL\    \%\         SECURITY\   \%\         LATE\        \%\
              RECORDS                     ONTIME                    CANCELLED               DIVERTED    CARRIER\     AIR\        WEATHER\    EXTREME\    AVIATION\    NATIONAL\   DELAY       SECURITY\   ARRIVING\    LATE\
                                                                                                        DELAY        CARRIER\    DELAY       WEATHER\    SYSTEM\      AVIATION\               DELAY       AIRCRAFT\    ARRIVING\
                                                                                                                     DELAY                   DELAY       DELAY        SYSTEM\                             DELAY        AIRCRAFT\
                                                                                                                                                                      DELAY                                            DELAY

  AA          60,893        41,942        68.88%       2,300        3.78%       81          0.13%       3,513        5.77%       1,708       2.80%       7,107        11.67%      32          0.05%       4,210        6.91%

  AS          13,281        8,991         67.70%       1,019        7.67%       56          0.42%       903          6.80%       125         0.94%       839          6.32%       42          0.32%       1,305        9.83%

  B6          6,784         5,296         78.07%       24           0.35%       7           0.10%       417          6.15%       5           0.08%       549          8.09%       33          0.49%       452          6.67%

  CO          24,391        19,480        79.87%       240          0.98%       33          0.14%       722          2.96%       129         0.53%       3,053        12.51%      18          0.07%       717          2.94%

  DH          23,302        15,103        64.81%       1,583        6.79%       46          0.20%       2,085        8.95%       567         2.43%       2,406        10.33%      6           0.03%       1,506        6.46%

  DL          56,745        43,434        76.54%       1,265        2.23%       62          0.11%       2,475        4.36%       319         0.56%       6,691        11.79%      20          0.04%       2,479        4.37%

  EV          22,858        18,632        81.51%       594          2.60%       46          0.20%       1,132        4.95%       582         2.54%       1,468        6.42%       10          0.04%       394          1.73%

  FL          12,558        9,188         73.16%       160          1.27%       13          0.10%       445          3.54%       16          0.13%       1,549        12.34%      0           0.00%       1,187        9.45%

  HA          3,879         3,385         87.26%       28           0.72%       5           0.13%       270          6.96%       10          0.25%       7            0.19%       4           0.10%       170          4.39%

  HP          16,278        12,427        76.34%       314          1.93%       21          0.13%       1,109        6.81%       54          0.33%       1,622        9.96%       24          0.15%       707          4.34%

  MQ          38,276        25,130        65.65%       2,481        6.48%       81          0.21%       2,110        5.51%       476         1.24%       3,963        10.35%      9           0.02%       4,027        10.52%

  NW          40,977        30,233        73.78%       828          2.02%       62          0.15%       2,678        6.54%       335         0.82%       5,476        13.36%      47          0.12%       1,318        3.22%

  OH          30,892        22,458        72.70%       1,345        4.35%       76          0.25%       2,767        8.96%       1,909       6.18%       2,074        6.71%       8           0.03%       254          0.82%

  OO          36,623        27,075        73.93%       1,385        3.78%       83          0.23%       3,969        10.84%      831         2.27%       1,831        5.00%       83          0.23%       1,366        3.73%

  RU          28,336        21,798        76.93%       638          2.25%       38          0.13%       979          3.45%       185         0.65%       3,274        11.55%      12          0.04%       1,412        4.98%

  TZ          6,603         4,520         68.45%       151          2.29%       6           0.09%       361          5.47%       38          0.58%       845          12.80%      14          0.22%       667          10.10%

  UA          45,809        32,807        71.62%       1,017        2.22%       48          0.10%       2,548        5.56%       232         0.51%       5,947        12.98%      0           0.00%       3,210        7.01%

  US          34,395        27,505        79.97%       549          1.60%       57          0.17%       1,333        3.87%       96          0.28%       2,867        8.34%       0           0.00%       1,988        5.78%

  WN          81,107        67,721        83.50%       1,690        2.08%       194         0.24%       2,661        3.28%       291         0.36%       2,395        2.95%       60          0.07%       6,096        7.52%

  **TOTAL**   **583,987**   **437,125**                **17,611**               **1,015**               **32,476**               **7,907**               **53,963**               **424**                 **33,466**   

                                          **74.85%**                **3.02%**               **0.17%**                **5.56%**               **1.35%**                **9.24%**               **0.07%**                **5.73%**
  ----------- ------------- ------------- ------------ ------------ ----------- ----------- ----------- ------------ ----------- ----------- ----------- ------------ ----------- ----------- ----------- ------------ -----------

**\*Causes of Delay:**

-   Air Carrier Delay: The cause of the cancellation or delay was due to
    circumstances within the airline's control (e.g. maintenance or crew
    problems, etc.).

-   Extreme Weather Delay: Significant meteorological conditions (actual
    or forecasted) that, in the judgment of the carrier, delays or
    prevents the operation of a flight.

-   National Aviation System Delay: Delays and cancellations
    attributable to the national aviation system refer to a broad set of
    conditions \-- non-extreme weather conditions, airport operations,
    heavy traffic volume, air traffic control, etc.

-   Security Delay: Delays caused by evacuation of terminal or
    concourse, re-boarding of aircraft because of security breech,
    inoperative screening equipment and long lines in excess of 29
    minutes at screening areas.

-   Late Arriving Aircraft Delay: Previous flight with same aircraft
    arrived late which caused the present flight to depart late.

A "cancelled" flight is a flight that was not operated, but was in the
carrier\'s computer reservation system within 7 days of the scheduled
departure. A "diverted" flight is a flight which is operated from the
scheduled origin point to a point other than the scheduled destination
point in the carrier\'s published schedule.

**\*\*See Appendix at the end of this section for list of carrier
codes.**

**Note: For additional airline-specific information, visit
[http://www.bts.gov](http://www.bts.gov/)**

**JANUARY 2004**

**AIR TRAVEL CONSUMER REPORT**

**TABLE 10. OVERALL CAUSES OF DELAY\***

![](media/image6.wmf){width="6.596527777777778in"
height="4.511111111111111in"}

**\*Causes of Delay:**

-   Air Carrier Delay: The cause of the cancellation or delay was due to
    circumstances within the airline's control (e.g. maintenance or crew
    problems, etc.).

-   Extreme Weather Delay: Significant meteorological conditions (actual
    or forecasted) that, in the judgment of the carrier, delays or
    prevents the operation of a flight.

-   National Aviation System Delay: Delays and cancellations
    attributable to the national aviation system refer to a broad set of
    conditions \-- non-extreme weather conditions, airport operations,
    heavy traffic volume, air traffic control, etc.

-   Security Delay: Delays caused by evacuation of terminal or
    concourse, re-boarding of aircraft because of security breech,
    inoperative screening equipment and long lines in excess of 29
    minutes at screening areas.

-   Late Arriving Aircraft Delay: Previous flight with same aircraft
    arrived late which caused the present flight to depart late.

A "cancelled" flight is a flight that was not operated, but was in the
carrier\'s computer reservation system within 7 days of the scheduled
departure. A "diverted" flight is a flight which is operated from the
scheduled origin point to a point other than the scheduled destination
point in the carrier\'s published schedule.

**Note: For additional airline-specific information, visit
[http://www.bts.gov](http://www.bts.gov/)**

**[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 31 airports for which data must be
reported. Data include all reported domestic flight operations to the 31
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 31 reportable
> airports and from those airports to other destinations (e.g., Albany
> to Atlanta, and Atlanta to Albany). In addition, for carriers that
> reported data for their entire domestic systems, the data also include
> all reported domestic flight operations between non-required airports
> (e.g., Albany to Toledo).

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

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

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

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

**H** Carrier did not serve airport.

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

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

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

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

**V** Carrier reported data voluntarily.

**[APPENDIX]{.underline}**

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

+--------+------------------------------+------------------------------+
|        | **[Airports Covered by the   | > **[Air Carriers Required   |
|        | Rule (14 CFR PART            | > to Report]{.underline}**   |
|        | 234)]{.underline}**          | >                            |
|        |                              | > **[Data to DOT and to CRS  |
|        | Atlanta: Hartsfield ATL      | > Vendors]{.underline}**     |
|        |                              | >                            |
|        | Baltimore/Washington:        | > FL AirTran Airways         |
|        | International BWI            | >                            |
|        |                              | > AS Alaska Airlines         |
|        | Boston: Logan International  | >                            |
|        | BOS                          | > HP America West Airlines   |
|        |                              | >                            |
|        | Charlotte: Douglas CLT       | > AA American Airlines       |
|        |                              | >                            |
|        | Chicago: Midway MDW          | > MQ American Eagle Airlines |
|        |                              | >                            |
|        | Chicago: O\'Hare ORD         | > TZ ATA Airlines            |
|        |                              | >                            |
|        | Cincinnati: Greater          | > DH Atlantic Coast Airlines |
|        | Cincinnati CVG               | >                            |
|        |                              | > EV Atlantic Southeast      |
|        | Dallas-Fort Worth:           | > Airlines                   |
|        | International DFW            | >                            |
|        |                              | > OH Comair                  |
|        | Denver: International DEN    | >                            |
|        |                              | > CO Continental Airlines    |
|        | Detroit: Metro Wayne County  | >                            |
|        | DTW                          | > DL Delta Air Lines         |
|        |                              | >                            |
|        | Ft. Lauderdale:              | > RU ExpressJet Airlines     |
|        | International FLL            | >                            |
|        |                              | > B6 JetBlue Airways         |
|        | Houston: George Bush IAH     | >                            |
|        |                              | > NW Northwest Airlines      |
|        | Las Vegas: McCarran          | >                            |
|        | International LAS            | > OO SkyWest Airlines        |
|        |                              | >                            |
|        | Los Angeles: International   | > WN Southwest Airlines      |
|        | LAX                          | >                            |
|        |                              | > UA United Airlines         |
|        | Miami: International MIA     | >                            |
|        |                              | > US US Airways              |
|        | Minneapolis-St. Paul:        | >                            |
|        | International MSP            | > **[Air Carriers            |
|        |                              | > Voluntarily                |
|        | Newark: Liberty              | > Reporting]{.underline}**   |
|        | International EWR            | >                            |
|        |                              | > **[Data to DOT and to CRS  |
|        | New York: JFK International  | > Vendors]{.underline}**     |
|        | JFK                          |                              |
|        |                              | HA Hawaiian Airlines         |
|        | 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/image7.wmf){width="1.6965277777777779in"
height="1.2361111111111112in"}

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+----+-------------+----+--------+-------+---+------+--------+------+
|    |             | *  |        |       |   | *    |        |      |
|    |             | *J |        |       |   | *JAN |        |      |
|    |             | AN |        |       |   | UARY |        |      |
|    |             | UA |        |       |   | 20   |        |      |
|    |             | RY |        |       |   | 03** |        |      |
|    |             | 20 |        |       |   |      |        |      |
|    |             | 04 |        |       |   |      |        |      |
|    |             | ** |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
| ## | ####        | *  | **EN   | *     |   | **T  | **EN   | **R  |
| ## | ### AIRLINE | *T | PLANED | *REPO |   | OTAL | PLANED | EPOR |
| ## |             | OT | PASSEN | RTS** |   | BAG  | PASSEN | TS** |
| #  |             | AL | GERS** |       |   | GAGE | GERS** |      |
| RA |             | B  |        | **PER |   | R    |        | *    |
| NK |             | AG |        | 1,000 |   | EPOR |        | *PER |
|    |             | GA |        | PA    |   | TS** |        | 1    |
|    |             | GE |        | SSENG |   |      |        | ,000 |
|    |             | R  |        | ERS** |   |      |        | PASS |
|    |             | EP |        |       |   |      |        | ENGE |
|    |             | OR |        |       |   |      |        | RS** |
|    |             | TS |        |       |   |      |        |      |
|    |             | ** |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
|    |             |    |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
| 1  | AIRTRAN     | 2  | 9      | **3   |   | 2    | 8      | **3. |
|    | AIRWAYS     | ,9 | 20,956 | .16** |   | ,803 | 70,731 | 22** |
|    |             | 11 |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
| 2  | CONTINENTAL | 7  | 2,4    | **3   |   | 7    | 2,4    | **3. |
|    | AIRLINES    | ,9 | 40,086 | .25** |   | ,771 | 59,069 | 16** |
|    |             | 24 |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
| 3  | SOUTHWEST   | 19 | 5,5    | **3   |   | 22   | 5,6    | **3. |
|    | AIRLINES    | ,2 | 27,985 | .48** |   | ,316 | 55,710 | 95** |
|    |             | 10 |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
| 4  | JETBLUE     | 3  | 8      | **3   |   | 2    | 6      | **3. |
|    | AIRWAYS     | ,0 | 49,945 | .64** |   | ,469 | 62,850 | 72** |
|    |             | 96 |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
| 5  | HAWAIIAN    | 1  | 4      | **3   |   | \*   | \*     | **   |
|    | AIRLINES    | ,7 | 61,353 | .72** |   |      |        | \*** |
|    |             | 17 |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
| 6  | US AIRWAYS  | 10 | 2,6    | **3   |   | 10   | 2,6    | **3. |
|    |             | ,2 | 63,519 | .85** |   | ,509 | 59,514 | 95** |
|    |             | 43 |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
| 7  | AMERICA     | 6  | 1,5    | **3   |   | 6    | 1,4    | **4. |
|    | WEST        | ,0 | 24,680 | .96** |   | ,604 | 68,172 | 50** |
|    | AIRLINES    | 35 |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
| 8  | ALASKA      | 4  | 9      | **4   |   | 2    | 8      | **2. |
|    | AIRLINES    | ,0 | 94,494 | .09** |   | ,047 | 76,593 | 34** |
|    |             | 71 |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
| 9  | NORTHWEST   | 14 | 3,2    | **4   |   | 13   | 3,2    | **4. |
|    | AIRLINES    | ,7 | 06,302 | .59** |   | ,877 | 31,507 | 29** |
|    |             | 17 |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
| 10 | ATA         | 4  | 7      | **5   |   | 4    | 6      | **6. |
|    | AIRLINES    | ,0 | 22,844 | .60** |   | ,349 | 70,710 | 48** |
|    |             | 49 |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
| 11 | UNITED      | 25 | 4,4    | **5   |   | 23   | 4,6    | **5. |
|    | AIRLINES    | ,0 | 34,315 | .64** |   | ,550 | 87,430 | 02** |
|    |             | 15 |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
| 12 | DELTA AIR   | 34 | 6,0    | **5   |   | 30   | 6,4    | **4. |
|    | LINES       | ,6 | 24,692 | .75** |   | ,845 | 75,904 | 76** |
|    |             | 44 |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
| 13 | EXPRESSJET  | 4  | 8      | **5   |   | 2    | 6      | **3. |
|    | AIRLINES    | ,7 | 27,843 | .76** |   | ,689 | 82,099 | 94** |
|    |             | 70 |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
| 14 | AMERICAN    | 35 | 5,7    | **6   |   | 27   | 5,9    | **4. |
|    | AIRLINES    | ,1 | 52,171 | .10** |   | ,440 | 47,429 | 61** |
|    |             | 08 |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
| 15 | AMERICAN    | 12 | 9      | **12  |   | 9    | 8      | *    |
|    | EAGLE       | ,5 | 92,360 | .60** |   | ,025 | 75,646 | *10. |
|    | AIRLINES    | 02 |        |       |   |      |        | 31** |
+----+-------------+----+--------+-------+---+------+--------+------+
| 16 | COMAIR      | 12 | 8      | **14  |   | \*   | \*     | **   |
|    |             | ,9 | 71,394 | .90** |   |      |        | \*** |
|    |             | 80 |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
| 17 | SKYWEST     | 15 | 9      | **16  |   | 6    | 7      | **9. |
|    | AIRLINES    | ,9 | 50,423 | .79** |   | ,800 | 44,185 | 14** |
|    |             | 61 |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
| 18 | ATLANTIC    | 10 | 5      | **19  |   | 6    | 6      | *    |
|    | COAST       | ,1 | 32,779 | .06** |   | ,845 | 29,828 | *10. |
|    | AIRLINES    | 55 |        |       |   |      |        | 87** |
+----+-------------+----+--------+-------+---+------+--------+------+
| 19 | ATLANTIC    | 13 | 6      | **19  |   | 15   | 6      | *    |
|    | SOUTHEAST   | ,6 | 96,302 | .61** |   | ,507 | 88,596 | *22. |
|    | AIRLINES    | 56 |        |       |   |      |        | 52** |
+----+-------------+----+--------+-------+---+------+--------+------+
|    |             |    |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+
|    | TOTALS      | 2  | 40,3   | **5   |   | 195  | 39,2   | **4. |
|    |             | 38 | 94,443 | .91** |   | ,447 | 85,973 | 97** |
|    |             | ,7 |        |       |   |      |        |      |
|    |             | 64 |        |       |   |      |        |      |
+----+-------------+----+--------+-------+---+------+--------+------+

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 *and* operate
aircraft with a passenger capacity of more than 60 seats (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 enplanements 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/image8.wmf){width="1.636111111111111in"
height="1.3097222222222222in"}

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***OCTOBER - DECEMBER 2003***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **OCTOBER - DECEMBER                                               **OCTOBER - DECEMBER                              
                          2003**                                                             2002**                                            

  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      ***JETBLUE       4                     0             2,377,510     **0.00**         \*                    \*            \*            \*
         AIRWAYS***                                                                                                                            

  2      ***AMERICAN      245                   5             352,336       **0.14**         217                   9             272,877       **0.33**
         EAGLE                                                                                                                                 
         AIRLINES***                                                                                                                           

  3      ***US AIRWAYS*** 21,677                258           10,042,023    **0.26**         25,647                630           9,615,161     **0.66**

  4      ***AMERICA WEST  9,845                 161           4,967,920     **0.32**         14,663                80            4,975,675     **0.16**
         AIRLINES***                                                                                                                           

  5      ***AIRTRAN       4,568                 115           2,996,398     **0.38**         \*                    \*            \*            \*
         AIRWAYS***                                                                                                                            

  6      ***NORTHWEST     17,476                567           11,599,304    **0.49**         16,224                911           11,163,224    **0.82**
         AIRLINES***                                                                                                                           

  7      ***AMERICAN      17,175                1,126         19,693,148    **0.57**         30,682                1,184         21,069,812    **0.56**
         AIRLINES***                                                                                                                           

  8      ***ATA           998                   151           2,323,876     **0.65**         \*                    \*            \*            \*
         AIRLINES***                                                                                                                           

  9      ***UNITED        26,415                1,120         14,976,922    **0.75**         39,021                1,334         16,400,686    **0.81**
         AIRLINES***                                                                                                                           

  10     ***HAWAIIAN      284                   109           1,416,878     **0.77**         \*                    \*            \*            \*
         AIRLINES***                                                                                                                           

  11     ***SOUTHWEST     14,504                1,470         18,395,064    **0.80**         22,530                2,111         17,763,447    **1.19**
         AIRLINES***                                                                                                                           

  12     ***DELTA AIR     43,603                2,346         20,208,431    **1.16**         49,703                3,799         21,267,637    **1.79**
         LINES***                                                                                                                              

  13     ***ALASKA        6,443                 478           3,704,804     **1.29**         4,919                 318           3,361,246     **0.95**
         AIRLINES***                                                                                                                           

  14     ***CONTINENTAL   11,139                1,203         8,569,822     **1.40**         10,706                552           8,431,318     **0.65**
         AIRLINES***                                                                                                                           

  15     ***ATLANTIC      1,998                 469           804,734       **5.83**         \*                    \*            \*            \*
         SOUTHEAST                                                                                                                             
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     176,374               9,578         122,429,170   **0.78**         214,312               10,928        114,321,083   **0.96**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

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.

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY - DECEMBER 2003***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **JANUARY - DECEMBER                                               **JANUARY - DECEMBER                              
                          2003**                                                             2002**                                            

  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      ***JETBLUE       19                    0             9,011,552     **0.00**         \*                    \*            \*            **\***
         AIRWAYS***                                                                                                                            

  2      ***US AIRWAYS*** 87,051                1,330         39,088,401    **0.34**         101,084               1,526         43,978,481    **0.35**

  3      ***AMERICAN      757                   38            1,005,018     **0.38**         1,103                 19            1,001,798     **0.19**
         EAGLE                                                                                                                                 
         AIRLINES***                                                                                                                           

  4      ***AMERICA WEST  49,415                820           20,355,547    **0.40**         52,593                385           19,711,035    **0.20**
         AIRLINES***                                                                                                                           

  5      ***AMERICAN      90,088                4,815         81,243,021    **0.59**         135,989               2,650         86,792,674    **0.31**
         AIRLINES***                                                                                                                           

  6      ***UNITED        107,589               3,929         60,570,978    **0.65**         112,673               4,395         65,530,209    **0.69**
         AIRLINES***                                                                                                                           

  7      ***NORTHWEST     81,692                3,298         46,843,255    **0.70**         76,878                2,809         46,993,514    **0.60**
         AIRLINES***                                                                                                                           

  8      ***ALASKA        19,608                1,223         15,023,499    **0.81**         24,921                1,657         14,132,047    **1.17**
         AIRLINES***                                                                                                                           

  9      ***ATA           3,518                 834           9,375,960     **0.89**         \*                    \*            \*            **\***
         AIRLINES***                                                                                                                           

  10     ***SOUTHWEST     84,826                7,622         74,719,340    **1.02**         87,486                7,928         72,462,123    **1.09**
         AIRLINES***                                                                                                                           

  11     ***CONTINENTAL   48,257                3,626         34,338,402    **1.06**         46,771                3,051         35,215,605    **0.87**
         AIRLINES***                                                                                                                           

  12     ***DELTA AIR     127,039               10,342        79,596,557    **1.30**         163,846               9,222         83,386,595    **1.11**
         LINES***                                                                                                                              

  13     ***AIRTRAN       19,344                1,677         11,601,332    **1.45**         \*                    \*            \*            **\***
         AIRWAYS***                                                                                                                            

  14     ***ATLANTIC      7,657                 2,378         3,024,407     **7.86**         \*                    \*            \*            **\***
         SOUTHEAST                                                                                                                             
         AIRLINES***                                                                                                                           

  \--    ***HAWAIIAN      \*                    \*            \*            **\***           \*                    \*            \*            **\***
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     726,860               41,932        485,797,269   **0.86**         803,344               33,642        467,204,981   **0.72**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

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.

> **[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) or security complaints (which are handled by the
Transportation Security 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 is 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, plus any other carrier
that voluntarily reports flight delay and mishandled baggage data to
DOT) according to the rate of complaints per 100,000 passengers. This
ranking takes into account airline size when identifying the carriers
against whom the most complaints have been filed.

Table 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------
                  **JANUARY                                           **JANUARY                             
                  2004**                                              2003**                                

                  COMPLAINTS   OPINIONS   COMPLIMENTS   INFO          COMPLAINTS   OPINIONS   COMPLIMENTS   INFO
                                                        REQUESTS                                            REQUESTS

                                                                                                            

  U.S. AIRLINES   529          107        1             69            533          65         3             55

  FOREIGN         117          2          0             6             129          1          0             4
  AIRLINES                                                                                                  

  TRAVEL AGENTS   21           2          0             1             24           1          0             0

  TOUR OPERATORS  2            0          0             1             2            1          0             1

  MISCELLANEOUS   10           5          0             156           6            12         0             22

  INDUSTRY TOTALS 679          116        1             233           694          80         3             82
  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------

Table 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^4]

  ------------------- --------- ---------------- -------------- -- --------- ---------------- --------------
                      JANUARY                                      JANUARY                    
                      2004                                         2003                       

  COMPLAINT CATEGORY  RANKING   COMPLAINTS\*\*   SUB-CATEGORY      RANKING   COMPLAINTS\*\*   SUB-CATEGORY

                                                                                              

  FLIGHT PROBLEMS     1         169                                1         141              

  CANCELLATIONS                                  53                                           40

  DELAYS                                         42                                           46

  MISCONNECTIONS                                 42                                           18

                                                                                              

  BAGGAGE             2         127                                2         130              

                                                                                              

  RES/TKTG/BOARDING   3         105                                4         89               

                                                                                              

  CUSTOMER SERVICE    4         91                                 3         107              

                                                                                              

  REFUNDS             5         54                                 5         72               

                                                                                              

  DISABILITY          6         45                                 8         30               

                                                                                              

  OVERSALES           7         30                                 7         41               

                                                                                              

  OTHER               8         27                                 9         23               

  FREQUENT FLYER                                 22                                           17

                                                                                              

  FARES               9         18                                 6         44               

                                                                                              

  DISCRIMINATION      10        11                                 10        13               

                                                                                              

  ADVERTISING         11        1                                  11        4                

                                                                                              

  ANIMALS             11        1                                  12        0                

                                                                                              

  COMPLAINT TOTAL               679                                          694              
  ------------------- --------- ---------------- -------------- -- --------- ---------------- --------------

Table 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^5]

JANUARY 2004

<table>
<colgroup>
<col style="width: 19%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 8%" />
<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: 6%" />
<col style="width: 6%" />
<col style="width: 4%" />
<col style="width: 5%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a><sup>*</sup></p>
<p>ALPHABETICAL</p></td>
<td>FLIGHT PROBLEMS</td>
<td>OVER-SALES</td>
<td>RES/TKTG/BOARDING</td>
<td>FARES</td>
<td>REFUNDS</td>
<td>BAGGAGE</td>
<td>CUSTOMER SERVICE</td>
<td>DIS-ABILITY</td>
<td>ADVER-TISING</td>
<td>DISCRIM-INATION</td>
<td>ANIMALS</td>
<td>OTHER</td>
<td>TOTAL</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIR WISCONSIN</td>
<td>13</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>17</td>
</tr>
<tr class="even">
<td>AIRTRAN AIRWAYS</td>
<td>2</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>5</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>17</td>
</tr>
<tr class="odd">
<td>ALASKA AIRLINES</td>
<td>4</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>16</td>
</tr>
<tr class="even">
<td>AMERICA WEST AIRLINES</td>
<td>9</td>
<td>1</td>
<td>3</td>
<td>1</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>19</td>
</tr>
<tr class="odd">
<td>AMERICAN AIRLINES</td>
<td>18</td>
<td>3</td>
<td>14</td>
<td>3</td>
<td>2</td>
<td>13</td>
<td>12</td>
<td>6</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>4</td>
<td>77</td>
</tr>
<tr class="even">
<td>AMERICAN EAGLE AIRLINES</td>
<td>2</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
</tr>
<tr class="odd">
<td>ATA AIRLINES</td>
<td>8</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>14</td>
</tr>
<tr class="even">
<td>ATLANTIC COAST AIRLINES</td>
<td>8</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>12</td>
</tr>
<tr class="odd">
<td>COMAIR</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>7</td>
</tr>
<tr class="even">
<td>CONTINENTAL AIRLINES</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>0</td>
<td>1</td>
<td>7</td>
<td>5</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>21</td>
</tr>
<tr class="odd">
<td>DELTA AIR LINES</td>
<td>9</td>
<td>3</td>
<td>22</td>
<td>3</td>
<td>5</td>
<td>16</td>
<td>7</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>6</td>
<td>77</td>
</tr>
<tr class="even">
<td>JETBLUE AIRWAYS</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="odd">
<td>MESA AIRLINES</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="even">
<td>NORTH AMERICAN AIRLINES</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>14</td>
<td>4</td>
<td>5</td>
<td>3</td>
<td>5</td>
<td>7</td>
<td>5</td>
<td>4</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>4</td>
<td>53</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>9</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>13</td>
<td>3</td>
<td>7</td>
<td>0</td>
<td>5</td>
<td>16</td>
<td>15</td>
<td>3</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>3</td>
<td>67</td>
</tr>
<tr class="even">
<td>UNITED EXPRESS</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>3</td>
<td>1</td>
<td>3</td>
<td>2</td>
<td>4</td>
<td>7</td>
<td>4</td>
<td>3</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>31</td>
</tr>
<tr class="even">
<td>WORLD AIRWAYS</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>26</td>
<td>5</td>
<td>3</td>
<td>2</td>
<td>4</td>
<td>8</td>
<td>8</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>60</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>TOTAL JANUARY 2004</td>
<td>146</td>
<td>23</td>
<td>70</td>
<td>14</td>
<td>28</td>
<td>98</td>
<td>77</td>
<td>37</td>
<td>1</td>
<td>10</td>
<td>1</td>
<td>24</td>
<td>529</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>27.6</td>
<td>4.3</td>
<td>13.2</td>
<td>2.6</td>
<td>5.3</td>
<td>18.5</td>
<td>14.6</td>
<td>7.0</td>
<td>0.2</td>
<td>1.9</td>
<td>0.2</td>
<td>4.5</td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>TOTAL JANUARY 2003</td>
<td>122</td>
<td>29</td>
<td>72</td>
<td>33</td>
<td>43</td>
<td>86</td>
<td>89</td>
<td>28</td>
<td>1</td>
<td>13</td>
<td>0</td>
<td>17</td>
<td>533</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>22.9</td>
<td>5.4</td>
<td>13.5</td>
<td>6.2</td>
<td>8.1</td>
<td>16.1</td>
<td>16.7</td>
<td>5.3</td>
<td>0.2</td>
<td>2.4</td>
<td>0.0</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><a href="#fnref1" class="footnote-back"
role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

Table 4

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY INCIDENT DATE

JANUARY 2004

<table>
<colgroup>
<col style="width: 27%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 7%" />
<col style="width: 8%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a></p>
<p>ALPHABETICAL</p></td>
<td><p>COMPS RECD</p>
<p>IN</p>
<p>JAN.</p></td>
<td><p>INCI-DENTS IN</p>
<p>JAN.</p></td>
<td>PERCENT</td>
<td></td>
<td><p>INCI-DENTS IN</p>
<p>DEC.</p></td>
<td>PERCENT</td>
<td></td>
<td>INCI-DENTS IN ALL PRIOR MONTHS</td>
<td>PERCENT</td>
<td></td>
<td>UN-KNOWN INCI-DENT DATE</td>
<td>PERCENT</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIR WISCONSIN</td>
<td>17</td>
<td>6</td>
<td>35.3</td>
<td></td>
<td>6</td>
<td>35.3</td>
<td></td>
<td>2</td>
<td>11.8</td>
<td></td>
<td>3</td>
<td>17.6</td>
</tr>
<tr class="even">
<td>AIRTRAN AIRWAYS</td>
<td>17</td>
<td>5</td>
<td>29.4</td>
<td></td>
<td>9</td>
<td>52.9</td>
<td></td>
<td>3</td>
<td>17.6</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>ALASKA AIRLINES</td>
<td>16</td>
<td>10</td>
<td>62.5</td>
<td></td>
<td>2</td>
<td>12.5</td>
<td></td>
<td>3</td>
<td>18.8</td>
<td></td>
<td>1</td>
<td>6.2</td>
</tr>
<tr class="even">
<td>AMERICA WEST AIRLINES</td>
<td>19</td>
<td>8</td>
<td>42.1</td>
<td></td>
<td>9</td>
<td>47.4</td>
<td></td>
<td>1</td>
<td>5.3</td>
<td></td>
<td>1</td>
<td>5.3</td>
</tr>
<tr class="odd">
<td>AMERICAN AIRLINES</td>
<td>77</td>
<td>18</td>
<td>23.4</td>
<td></td>
<td>37</td>
<td>48.1</td>
<td></td>
<td>13</td>
<td>16.9</td>
<td></td>
<td>9</td>
<td>11.7</td>
</tr>
<tr class="even">
<td>AMERICAN EAGLE AIRLINES</td>
<td>7</td>
<td>3</td>
<td>42.9</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>3</td>
<td>42.9</td>
<td></td>
<td>1</td>
<td>14.3</td>
</tr>
<tr class="odd">
<td>ATA AIRLINES</td>
<td>14</td>
<td>10</td>
<td>71.4</td>
<td></td>
<td>4</td>
<td>28.6</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>ATLANTIC COAST AIRLINES</td>
<td>12</td>
<td>8</td>
<td>66.7</td>
<td></td>
<td>4</td>
<td>33.3</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>COMAIR</td>
<td>7</td>
<td>4</td>
<td>57.1</td>
<td></td>
<td>2</td>
<td>28.6</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>14.3</td>
</tr>
<tr class="even">
<td>CONTINENTAL AIRLINES</td>
<td>21</td>
<td>2</td>
<td>9.5</td>
<td></td>
<td>15</td>
<td>71.4</td>
<td></td>
<td>3</td>
<td>14.3</td>
<td></td>
<td>1</td>
<td>4.8</td>
</tr>
<tr class="odd">
<td>DELTA AIR LINES</td>
<td>77</td>
<td>28</td>
<td>36.4</td>
<td></td>
<td>20</td>
<td>26.0</td>
<td></td>
<td>19</td>
<td>24.7</td>
<td></td>
<td>10</td>
<td>13.0</td>
</tr>
<tr class="even">
<td>JETBLUE AIRWAYS</td>
<td>5</td>
<td>3</td>
<td>60.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>MESA AIRLINES</td>
<td>5</td>
<td>3</td>
<td>60.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>NORTH AMERICAN AIRLINES</td>
<td>5</td>
<td>2</td>
<td>40.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>2</td>
<td>40.0</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>53</td>
<td>10</td>
<td>18.9</td>
<td></td>
<td>17</td>
<td>32.1</td>
<td></td>
<td>18</td>
<td>34.0</td>
<td></td>
<td>8</td>
<td>15.1</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>9</td>
<td>4</td>
<td>44.4</td>
<td></td>
<td>2</td>
<td>22.2</td>
<td></td>
<td>3</td>
<td>33.3</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>67</td>
<td>21</td>
<td>31.3</td>
<td></td>
<td>25</td>
<td>37.3</td>
<td></td>
<td>15</td>
<td>22.4</td>
<td></td>
<td>6</td>
<td>9.0</td>
</tr>
<tr class="even">
<td>UNITED EXPRESS</td>
<td>5</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>3</td>
<td>60.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>2</td>
<td>40.0</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>31</td>
<td>6</td>
<td>19.4</td>
<td></td>
<td>9</td>
<td>29.0</td>
<td></td>
<td>5</td>
<td>16.1</td>
<td></td>
<td>11</td>
<td>35.5</td>
</tr>
<tr class="even">
<td>WORLD AIRWAYS</td>
<td>5</td>
<td>3</td>
<td>60.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>60</td>
<td>16</td>
<td>26.7</td>
<td></td>
<td>23</td>
<td>38.3</td>
<td></td>
<td>17</td>
<td>28.3</td>
<td></td>
<td>4</td>
<td>6.7</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>529</td>
<td>170</td>
<td>32.1</td>
<td></td>
<td>191</td>
<td>36.1</td>
<td></td>
<td>107</td>
<td>20.2</td>
<td></td>
<td>61</td>
<td>11.5</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td><strong>PREVIOUS YEAR'S TOTALS</strong></td>
<td>533</td>
<td>153</td>
<td>28.7</td>
<td></td>
<td>209</td>
<td>39.2</td>
<td></td>
<td>124</td>
<td>23.3</td>
<td></td>
<td>47</td>
<td>8.8</td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup>AIRLINES ARE LISTED INDIVIDUALLY IF DOT
RECEIVED 5 OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD.
COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER 'OTHER U.S. AIRLINES.’<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

Table 5

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S. AIRLINES[^6]

BY COMPLAINT CATEGORY[^7]^\*^

JANUARY 2004

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

                                                                                                                                                                                        

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

  AEROMAR                           1          0            1                   0       6         1         0          0             0              0                 0         0       9

  AIR FRANCE                        0          0            0                   0       1         5         1          2             0              0                 0         1       10

  AIR INDIA                         2          0            2                   0       0         0         3          0             0              0                 0         0       7

  AIR JAMAICA                       1          0            1                   0       0         3         0          0             0              0                 0         0       5

  BRITISH AIRWAYS                   3          0            2                   1       2         1         0          0             0              0                 0         1       10

  IBERIA AIRLINES                   2          2            1                   0       0         1         2          0             0              0                 0         0       8

  KLM                               1          1            1                   0       1         1         0          0             0              0                 0         0       5

  LUFTHANSA                         1          1            3                   0       0         0         1          0             0              0                 0         0       6

  OTHER FOREIGN AIRLINES            8          3            11                  1       6         13        7          6             0              1                 0         1       57

  TOTALS                            19         7            22                  2       16        25        14         8             0              1                 0         3       117

                                                                                                                                                                                        

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

  OTHER TRAVEL AGENTS               2          0            9                   2       8         0         0          0             0              0                 0         0       21

  TOTALS                            2          0            9                   2       8         0         0          0             0              0                 0         0       21

                                                                                                                                                                                        

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

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

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

                                                                                                                                                                                        

  **[MISCELLANEOUS]{.underline}**                                                                                                                                                       

  OTHER MISCELLANEOUS               1          0            3                   0       2         4         0          0             0              0                 0         0       10

  TOTALS                            1          0            3                   0       2         4         0          0             0              0                 0         0       10
  --------------------------------- ---------- ------------ ------------------- ------- --------- --------- ---------- ------------- -------------- ----------------- --------- ------- -------

NOTE: Pursuant to Section 421(a) of Vision 100 (Public Law
108-176-December 12, 2003), DOT's Aviation Consumer Protection Division
reports that 11 complaints were received in January 2004 by that office
concerning the Department of Homeland Security's Transportation Security
Administration's (TSA) screening of airline passengers and their bags.
The complaints were forwarded to TSA.

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 6

JANUARY

CONSUMER COMPLAINTS: RANKINGS

U.S. AIRLINES \*

<table>
<colgroup>
<col style="width: 6%" />
<col style="width: 15%" />
<col style="width: 3%" />
<col style="width: 10%" />
<col style="width: 13%" />
<col style="width: 12%" />
<col style="width: 1%" />
<col style="width: 10%" />
<col style="width: 14%" />
<col style="width: 11%" />
</colgroup>
<tbody>
<tr class="odd">
<td colspan="2"></td>
<td colspan="4"><strong>JANUARY 2004</strong></td>
<td></td>
<td colspan="3"><strong>JANUARY 2003</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><h1 id="section-4"></h1></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><h1 id="complaints-3">COMPLAINTS</h1></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>9</td>
<td>5,364,488</td>
<td><strong>0.17</strong></td>
<td></td>
<td>16</td>
<td>5,490,506</td>
<td><strong>0.29</strong></td>
</tr>
<tr class="odd">
<td>2</td>
<td colspan="2"><em><strong>SKYWEST AIRLINES</strong></em></td>
<td>2</td>
<td>918,546</td>
<td><strong>0.22</strong></td>
<td></td>
<td>7</td>
<td>816,707</td>
<td><strong>0.86</strong></td>
</tr>
<tr class="even">
<td>3</td>
<td colspan="2"><em><strong>EXPRESSJET AIRLINES</strong></em></td>
<td>2</td>
<td>878,450</td>
<td><strong>0.23</strong></td>
<td></td>
<td>0</td>
<td>703,793</td>
<td><strong>0.00</strong></td>
</tr>
<tr class="odd">
<td>4</td>
<td colspan="2"><em><strong>ATLANTIC SOUTHEAST
AIRLINES</strong></em></td>
<td>3</td>
<td>716,054</td>
<td><strong>0.42</strong></td>
<td></td>
<td>3</td>
<td>696,369</td>
<td><strong>0.43</strong></td>
</tr>
<tr class="even">
<td>5</td>
<td colspan="2"><em><strong>JETBLUE AIRWAYS</strong></em></td>
<td>5</td>
<td>826,052</td>
<td><strong>0.61</strong></td>
<td></td>
<td>3</td>
<td>644,194</td>
<td><strong>0.47</strong></td>
</tr>
<tr class="odd">
<td>6</td>
<td colspan="2"><em><strong>CONTINENTAL AIRLINES</strong></em></td>
<td>21</td>
<td>2,969,524</td>
<td><strong>0.71</strong></td>
<td></td>
<td>44</td>
<td>2,928,645</td>
<td><strong>1.50</strong></td>
</tr>
<tr class="even">
<td>7</td>
<td colspan="2"><em><strong>AMERICAN EAGLE AIRLINES</strong></em></td>
<td>7</td>
<td>959,160</td>
<td><strong>0.73</strong></td>
<td></td>
<td>14</td>
<td>838,584</td>
<td><strong>1.67</strong></td>
</tr>
<tr class="odd">
<td>8</td>
<td colspan="2"><em><strong>COMAIR</strong></em></td>
<td>7</td>
<td>862,546</td>
<td><strong>0.81</strong></td>
<td></td>
<td>*</td>
<td>*</td>
<td>*</td>
</tr>
<tr class="even">
<td>9</td>
<td colspan="2"><em><strong>HAWAIIAN AIRLINES</strong></em></td>
<td>4</td>
<td>461,353</td>
<td><strong>0.87</strong></td>
<td></td>
<td>*</td>
<td>*</td>
<td>*</td>
</tr>
<tr class="odd">
<td>10</td>
<td colspan="2"><em><strong>US AIRWAYS</strong></em></td>
<td>31</td>
<td>2,973,771</td>
<td><strong>1.04</strong></td>
<td></td>
<td>35</td>
<td>2,904,629</td>
<td><strong>1.20</strong></td>
</tr>
<tr class="even">
<td>11</td>
<td colspan="2"><em><strong>AMERICAN AIRLINES</strong></em></td>
<td>77</td>
<td>6,957,086</td>
<td><strong>1.11</strong></td>
<td></td>
<td>101</td>
<td>7,022,626</td>
<td><strong>1.44</strong></td>
</tr>
<tr class="odd">
<td>12</td>
<td colspan="2"><em><strong>DELTA AIR LINES</strong></em></td>
<td>77</td>
<td>6,334,653</td>
<td><strong>1.22</strong></td>
<td></td>
<td>88</td>
<td>6,779,411</td>
<td><strong>1.30</strong></td>
</tr>
<tr class="even">
<td>13</td>
<td colspan="2"><em><strong>AMERICA WEST AIRLINES</strong></em></td>
<td>19</td>
<td>1,549,799</td>
<td><strong>1.23</strong></td>
<td></td>
<td>21</td>
<td>1,475,951</td>
<td><strong>1.42</strong></td>
</tr>
<tr class="odd">
<td>14</td>
<td colspan="2"><em><strong>UNITED AIRLINES</strong></em></td>
<td>67</td>
<td>5,019,825</td>
<td><strong>1.33</strong></td>
<td></td>
<td>45</td>
<td>5,214,354</td>
<td><strong>0.86</strong></td>
</tr>
<tr class="even">
<td>15</td>
<td colspan="2"><em><strong>NORTHWEST AIRLINES</strong></em></td>
<td>53</td>
<td>3,802,866</td>
<td><strong>1.39</strong></td>
<td></td>
<td>43</td>
<td>3,849,662</td>
<td><strong>1.12</strong></td>
</tr>
<tr class="odd">
<td>16</td>
<td colspan="2"><em><strong>ALASKA AIRLINES</strong></em></td>
<td>16</td>
<td>1,122,162</td>
<td><strong>1.43</strong></td>
<td></td>
<td>4</td>
<td>1,049,016</td>
<td><strong>0.38</strong></td>
</tr>
<tr class="even">
<td>17</td>
<td colspan="2"><em><strong>ATA AIRLINES</strong></em></td>
<td>14</td>
<td>754,958</td>
<td><strong>1.85</strong></td>
<td></td>
<td>11</td>
<td>736,453</td>
<td><strong>1.49</strong></td>
</tr>
<tr class="odd">
<td>18</td>
<td colspan="2"><em><strong>AIRTRAN AIRWAYS</strong></em></td>
<td>17</td>
<td>893,013</td>
<td><strong>1.90</strong></td>
<td></td>
<td>7</td>
<td>814,330</td>
<td><strong>0.86</strong></td>
</tr>
<tr class="even">
<td>19</td>
<td colspan="2"><em><strong>ATLANTIC COAST AIRLINES</strong></em></td>
<td>12</td>
<td>551,143</td>
<td><strong>2.18</strong></td>
<td></td>
<td>10</td>
<td>646,290</td>
<td><strong>1.55</strong></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"><strong>TOTAL</strong></td>
<td><strong>443</strong></td>
<td><strong>43,915,449</strong></td>
<td><strong>1.01</strong></td>
<td></td>
<td><strong>452</strong></td>
<td><strong>42,611,520</strong></td>
<td><strong>1.06</strong></td>
</tr>
</tbody>
</table>

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

\* U.S. Airlines with at least one percent of total domestic
scheduled-service passenger revenues, plus any other carrier that
voluntarily reports flight delay and mishandled baggage data to DOT. The
carriers that are ranked in this table are the same carriers that are
ranked in the "Flight Delay" and "Mishandled Baggage" sections. November
2003 was the first ranking of Hawaiian Airlines (voluntary reporting of
flight delay and mishandled baggage data). This report includes the
first ranking of Comair.

***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
made in reservations and ticketing; problems in making reservations and
obtaining tickets due to busy telephone lines or waiting in line, or
delays in mailing tickets; problems boarding the aircraft (except
oversales).

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

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

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

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

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

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

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

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

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

![](media/image9.wmf){width="2.0701388888888888in" height="0.7in"}

[^1]:
    > ^\*^ U.S. Airlines with at least one percent of total domestic
    > scheduled-service passenger revenues, plus other carriers that
    > report voluntarily. Reporting by Hawaiian (voluntary) effective
    > November 2003. Reporting by Comair effective January 2004. The
    > carriers that are ranked in this table are the same carriers that
    > are ranked in the "Flight Delay" and "Consumer Complaint" sections
    > of this report.

[^2]: ^\*^ U.S. Airlines with at least one percent of total domestic
    scheduled-service passenger revenues *and* operate aircraft with a
    passenger capacity of more than 60 seats. AirTran, ATA (formerly
    American Trans Air), Atlantic Southeast, and JetBlue were ranked in
    this section for the first time effective with the 1^ST^ quarter
    2003. Hawaiian Airlines was ranked in this section for the first
    time with the 4^th^ quartert 2003.

[^3]: ^\*^ U.S. Airlines with at least one percent of total domestic
    scheduled-service passenger revenues *and* operate aircraft with a
    passenger capacity of more than 60 seats. AirTran, ATA (formerly
    American Trans Air), Atlantic Southeast, and JetBlue were ranked in
    this table for the first time effective with the 1^st^ quarter 2003.
    Hawaiian Airlines ranked in the "Passengers Denied Boarding" section
    for the first time with the 4^th^ quarter 2003.

[^4]: ^^^\*^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS
    ATTACHED.

    ^\*\*^ INCLUDES FIGURES FOR SUB-CATEGORIES.

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

    \*\* AIRLINES ARE LISTED INDIVIDUALY IF DOT RECEIVED 5 OR MORE
    COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
    AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
    INCLUDED UNDER 'OTHER U.S. AIRLINES.'

[^6]: ^\*^ 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.

[^7]: ^\*^