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

# 

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

+---------------------------+------------------------------------------+
| >                         | **Issued:** **MARCH 2001**               |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays January 2001             |
|                           | >                                        |
|                           | > 12 Months Ending January 2001          |
|                           | >                                        |
|                           | > Mishandled Baggage January 2001        |
|                           | >                                        |
|                           | > Oversales 4^th^ Quarter 2000           |
|                           | >                                        |
|                           | > January-December 2000                  |
|                           | >                                        |
|                           | > Consumer Complaints January 2001       |
|                           | >                                        |
|                           | > (Includes Disability Complaints)       |
+---------------------------+------------------------------------------+

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

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

**Section Page**

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

***Flight Delays***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

**Section Page**

***Mishandled Baggage***

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

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

***Oversales***

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

**Ranking---4th Quarter** \...\...\...\...\...\..........20

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

***Consumer Complaints***

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

**Complaint Tables 1-5** \...\...\...\.....23

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

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

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

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

**[INTRODUCTION]{.underline}**

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

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

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

NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA

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

![](media/image5.wmf)

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

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

The rule requires carriers to currently report on operations to and from
the 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. All tables in this report except Table 4 are based
on gate arrival times; Table 4 is based on gate departure times.
Cancelled and diverted operations are counted as late.

In fulfilling DOT's data reporting requirements, the reporting air
carriers use automated and/or manual systems for collecting flight data.
Those using an automated system rely on the Aircraft Communication
Addressing and Reporting System (ACARS). Based on the latest information
available to DOT, of the 11 reporting air carriers, 4 (American,
Northwest, United and US Airways) use ACARS exclusively; 3 (Alaska,
Aloha, America West and Southwest) rely solely on their pilots, gate
agents and/or ground crews to record arrival times manually; and 3
(Continental, Delta and TWA) use a combination of ACARS and manual
reporting systems.

As indicated above, a carrier may voluntarily file data for its entire
domestic system. Tables 2, 3, and 4 are limited to the 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\'s operations that were late that month and the average
and median number of minutes the flight was late. The flights with the
highest percentage of late operations are listed first in Table 5; where
percentages are identical, flights are listed alphabetically by carrier
code. Table 6, like Tables 1, 1A, and 2, presents data by carrier, but
lists the carriers in rank order from worst to best based on the number
of flights which were late 70% of the time or more. Table 7 lists more
than 200 cities in alphabetical order with the corresponding on-time
arrival and departure percentages.

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

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

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

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

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

JANUARY 2001

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER

AT 31 REPORTABLE AIRPORTS B/ AT ALL REPORTED AIRPORTS C/

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

NUMBER OF PERCENT OF NUMBER OF PERCENT OF

AIRPORTS ARRIVALS AIRPORTS ARRIVALS

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

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

ALOHA S/ 0 N/A 6 93.9

NORTHWEST S/ 31 80.9 117 81.0

CONTINENTAL S/ 30 79.7 85 80.6

US AIRWAYS S/ 27 78.5 88 78.3

SOUTHWEST S/ 15 76.0 59 77.7

TRANS WORLD S/ 29 76.4 72 76.9

UNITED S/ 30 75.6 99 76.2

AMERICAN S/ 31 75.5 98 76.1

DELTA S/ 30 72.8 109 73.1

AMERICA WEST S/ 25 69.0 53 68.5

ALASKA S/ 8 64.2 34 66.2

T O T A L 75.9 76.6

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

\* All U.S. airlines with at least one percent of total domestic
scheduled-service passenger revenues, plus other carriers that report
voluntarily. At the present time,

and beginning with the December 2000 report, Aloha Airlines is the only
carrier that reports voluntarily.

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

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

JANUARY 2001

AIR TRAVEL CONSUMER REPORT

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

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

12 MONTHS

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

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

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

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

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

ALASKA 66.5 (9) 70.9 (8) 70.2 (8) 64.5 (10) 66.1 (11) 57.0 (10) 66.2
(11) 67.7 (8) 76.2 (9)

ALOHA \-\-\-- \-\-- \-\-\-- \-\-- \-\-\-- \-\-- 90.6 (1) 89.3 (1) 91.9
(1) 93.9 (1) \-\-\-- \-\-- \-\-\-- \-\--

AMERICA WEST 64.7 (10) 66.6 (9) 66.4 (9) 64.1 (11) 67.5 (9) 64.6 (5)
68.5 (10) 65.4 (9) 78.5 (4)

AMERICAN 75.2 (6) 71.6 (7) 75.3 (6) 69.5 (7) 72.3 (7) 60.8 (7) 76.1 (8)
72.9 (6) 78.9 (3)

CONTINENTAL 77.7 (3) 76.9 (3) 79.1 (2) 78.7 (2) 80.0 (3) 74.0 (2) 80.6
(3) 78.5 (1) 78.4 (5)

DELTA 77.4 (4) 78.0 (2) 77.2 (5) 68.7 (8) 67.4 (10) 56.1 (11) 73.1 (9)
75.3 (4) 77.4 (8)

NORTHWEST 79.4 (2) 78.3 (1) 79.6 (1) 72.2 (5) 74.5 (5) 58.2 (9) 81.0 (2)
77.7 (2) 79.7 (2)

SOUTHWEST 76.0 (5) 75.6 (4) 78.8 (3) 70.4 (6) 75.1 (4) 65.3 (4) 77.7 (5)
75.1 (5) 82.3 (1)

TRANS WORLD 81.1 (1) 74.4 (5) 78.7 (4) 73.3 (3) 81.5 (2) 60.4 (8) 76.9
(6) 76.6 (3) 77.8 (7)

UNITED 70.8 (8) 56.8 (10) 51.6 (10) 66.7 (9) 69.1 (8) 61.3 (6) 76.2 (7)
61.8 (10) 75.3 (10)

US AIRWAYS 72.5 (7) 72.7 (6) 70.3 (7) 73.2 (4) 74.1 (6) 67.1 (3) 78.3
(4) 73.3 (7) 78.1 (6)

TOTAL 75.2 72.2 72.5 70.7 72.8 62.8 76.6 72.9 78.3

\* All U.S. airlines with at least one percent of total domestic
scheduled-service passenger revenues, plus other carriers that report
voluntarily. At the present time,

and beginning with the December 2000 report, Aloha Airlines is the only
carrier that reports voluntarily.

JANUARY 2001

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

ATL BOS BWI CLT CVG DCA DEN DFW

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

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

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

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

AA 685 74.3 1765 67.1 368 78.5 186 81.7 93 82.8 1098 69.3 794 81.4 14566
81.5

AQ H/ H/ H/ H/ H/ H/ H/ H/

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

CO 582 83.8 687 74.4 296 81.1 133 83.5 H/ 621 83.6 391 83.1 601 82.4

DL 19007 74.4 2428 65.4 403 78.4 279 79.6 5536 79.4 1662 74.1 617 74.7
3783 74.8

HP 154 70.8 204 56.4 186 61.8 H/ H/ 155 67.7 246 59.8 186 69.9

NW 549 77.0 513 65.9 335 77.3 234 80.8 36 75.0 612 76.1 366 80.9 470
73.8

TW 208 72.6 267 57.7 185 77.3 142 89.4 H/ 238 79.0 182 73.6 297 79.5

UA 561 75.6 1223 73.6 348 75.6 158 81.0 149 77.2 451 78.5 8568 79.6 683
76.6

US 629 72.3 2728 77.5 2515 77.1 10085 84.0 H/ 3182 84.9 310 90.0 341
78.0

WN H/ H/ 3671 83.2 H/ H/ H/ H/ H/

TOTAL 22375 74.7 9815 70.3 8307 79.7 11217 83.8 5814 79.4 8019 78.9
11474 79.4 20927 79.8

ARRIVAL AIRPORT

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

DTW EWR IAD IAH JFK LAS LAX LGA

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

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

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

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

AA 425 74.8 902 64.5 394 75.6 548 75.2 1075 67.1 740 77.3 3751 74.6 1876
53.6

AQ H/ H/ H/ H/ H/ H/ H/ H/

AS H/ H/ H/ H/ H/ 319 58.0 704 60.8 H/

CO 328 79.6 6252 75.9 80 93.8 8718 83.2 58 98.3 443 82.2 670 76.7 574
62.2

DL 335 68.7 1038 62.9 464 71.8 279 74.6 1022 66.3 716 74.0 1456 67.7
2430 65.5

HP 155 58.7 240 56.7 H/ 186 71.0 247 58.7 2653 72.0 789 68.3 H/

NW 9989 83.5 591 72.8 268 79.1 411 79.6 126 73.8 342 86.5 589 80.8 649
59.3

TW 181 76.8 181 69.1 119 86.6 120 74.2 756 67.9 155 81.3 467 69.0 250
49.6

UA 286 78.0 860 69.3 2827 81.0 413 75.1 502 74.9 1103 75.7 5280 75.2 937
61.3

US 359 76.3 493 73.4 438 81.5 337 69.1 H/ 195 88.7 520 83.7 3185 73.7

WN 582 73.7 H/ H/ 191 83.8 H/ 5000 75.3 3645 69.3 H/

TOTAL 12640 81.6 10557 72.3 4590 79.9 11203 81.4 3786 68.2 11666 75.1
17871 72.7 9901 64.5

JANUARY 2001

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

MCO MDW MIA MSP ORD PDX PHL PHX

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

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

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

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

AA 659 78.6 123 80.5 3286 77.2 514 77.4 9331 73.6 239 85.8 685 61.9 758
74.5

AQ H/ H/ H/ H/ H/ H/ H/ H/

AS H/ H/ H/ H/ 31 87.1 1519 75.2 H/ 372 49.7

CO 647 78.8 22 95.5 380 80.0 216 91.2 585 68.9 120 93.3 249 77.5 391
75.4

DL 2809 69.6 H/ 437 76.7 340 74.4 767 63.2 617 81.8 668 64.1 725 62.9

HP 62 64.5 H/ 62 69.4 124 49.2 249 52.6 213 71.8 155 60.0 7082 71.9

NW 475 78.3 436 78.2 271 75.3 9722 84.2 812 75.1 161 76.4 455 66.8 354
74.0

TW 341 81.2 H/ 224 78.1 289 75.1 320 65.9 124 79.8 178 72.5 186 65.1

UA 624 83.8 H/ 543 79.2 577 78.7 11986 74.2 873 75.5 756 71.8 943 71.9

US 1667 72.7 121 79.3 433 70.7 244 82.8 662 70.5 H/ 7246 71.4 279 79.2

WN 1486 83.3 3553 81.7 H/ H/ H/ 932 79.4 H/ 5372 70.0

TOTAL 8770 75.8 4255 81.3 5636 76.9 12026 82.9 24743 73.1 4798 77.9
10392 70.2 16462 70.7

ARRIVAL AIRPORT

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

PIT SAN SEA SFO SLC STL TPA

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

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

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

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

AA 93 78.5 731 81.4 577 86.5 1377 74.8 186 73.1 525 69.5 495 81.0

AQ H/ H/ H/ H/ H/ H/ H/

AS H/ 371 69.3 3610 61.7 547 63.4 H/ H/ H/

CO 84 84.5 243 76.5 273 83.2 416 77.9 120 70.8 106 83.0 443 85.1

DL 247 74.1 495 66.9 582 73.9 774 68.9 4541 74.1 217 76.5 1187 71.4

HP H/ 366 65.3 217 64.1 341 59.8 153 54.9 62 66.1 62 75.8

NW 154 74.0 249 85.1 411 76.2 405 81.5 97 79.4 327 78.6 366 76.2

TW 173 82.7 128 71.9 186 79.6 279 78.1 93 68.8 9898 78.7 186 74.7

UA 185 78.4 924 77.1 1248 74.4 6061 73.9 527 71.2 216 70.4 307 73.0

US 8151 81.2 217 82.9 244 86.1 399 84.2 H/ 279 71.3 1298 71.3

WN H/ 2413 74.1 1114 77.5 440 67.7 1165 72.4 2481 76.4 1491 82.0

TOTAL 9087 80.9 6137 74.8 8462 70.7 11039 73.4 6882 73.1 14111 77.6 5835
76.5

JANUARY 2001

AIR TRAVEL CONSUMER REPORT

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

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 86.0 80.0 87.1 97.7 82.7 63.6 95.8 80.3 79.8 78.5 90.3 96.5
73.5 91.8 90.9 79.5

700 - 759 AM 84.2 85.0 87.8 88.0 86.0 77.3 83.9 88.2 87.1 83.8 84.8 91.5
75.5 91.9 90.2 89.6

800 - 859 AM 76.3 81.4 87.8 84.6 82.9 79.8 86.1 85.3 89.3 86.2 85.4 83.7
75.0 83.3 82.0 76.3

900 - 959 AM 73.4 79.3 90.7 83.8 80.1 87.6 81.4 80.1 83.6 85.4 91.4 82.0
71.0 84.2 79.3 71.2

1000 - 1059 AM 75.2 77.5 86.8 80.0 83.1 82.9 80.5 86.2 82.7 86.6 86.3
85.4 70.4 77.0 72.0 71.2

1100 - 1159 AM 79.4 72.2 86.2 86.5 78.9 78.9 82.0 80.3 82.4 86.2 81.1
84.2 J/ 75.6 72.1 65.4

1200 - 1259 PM 77.2 77.8 82.2 84.4 78.3 80.9 79.6 79.6 85.6 80.5 81.8
85.4 J/ 70.4 68.9 73.8

100 - 159 PM 70.8 75.9 84.9 89.7 81.2 78.6 82.8 81.8 84.3 73.6 78.7 84.6
55.4 77.5 71.9 77.4

200 - 259 PM 74.8 71.0 82.1 83.8 82.9 81.8 80.2 79.7 83.0 72.8 78.5 81.6
63.2 75.3 73.7 67.8

300 - 359 PM 76.2 66.3 79.1 80.1 77.5 83.5 83.1 84.7 80.9 68.4 75.2 81.1
76.9 70.1 70.9 64.5

400 - 459 PM 72.4 69.2 77.3 81.4 75.8 77.5 78.0 78.9 79.6 66.2 81.3 79.0
67.8 71.1 69.1 63.0

500 - 559 PM 73.5 67.0 81.7 84.3 77.9 73.9 80.5 73.7 78.8 64.8 78.4 79.7
70.4 66.1 73.5 59.5

600 - 659 PM 73.0 65.6 75.4 81.2 77.0 76.0 74.5 76.8 81.2 64.0 78.8 75.9
65.0 73.0 69.5 51.7

700 - 759 PM 72.7 63.4 73.2 86.3 76.2 76.6 74.2 77.3 78.7 65.6 70.4 78.7
67.4 71.8 67.9 51.5

800 - 859 PM 70.1 62.6 69.6 78.6 78.5 79.0 75.8 71.1 77.7 65.5 77.0 79.5
62.1 69.7 68.0 51.3

900 - 959 PM 64.7 62.8 73.7 84.3 79.9 71.1 74.5 79.5 80.1 67.1 75.1 78.5
69.0 74.4 67.0 61.3

1000 - 1059 PM 74.9 63.2 75.4 78.2 66.1 84.0 69.0 75.6 76.6 66.8 74.8
67.1 59.1 71.6 67.7 62.0

1100 - 559 AM 76.8 71.8 74.1 80.8 78.3 75.3 77.5 79.1 76.5 72.6 84.2
76.7 67.4 74.5 77.6 65.6

TOTAL, ALL ARRIVALS,

BY AIRPORT 74.7 70.3 79.7 83.8 79.4 78.9 79.4 79.8 81.6 72.3 79.9 81.4
68.2 75.1 72.7 64.5

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 78.3 89.7 85.9 85.2 83.8 J/ 82.5 J/ 79.4 J/ 83.9 81.0 J/
83.9 75.8 83.7

700 - 759 AM 85.4 92.6 J/ 90.1 81.9 89.5 81.7 79.1 87.0 90.6 86.5 91.5
78.4 82.6 98.0 85.4

800 - 859 AM 85.2 89.9 91.9 88.9 79.6 86.1 74.4 87.0 79.5 88.3 80.3 89.5
85.7 83.8 85.6 83.5

900 - 959 AM 80.4 86.0 77.6 85.7 79.1 85.6 78.3 75.0 75.6 86.1 75.3 80.3
77.9 83.3 87.7 80.1

1000 - 1059 AM 75.8 88.7 82.1 84.6 77.6 81.2 85.5 71.8 82.0 79.9 82.9
76.3 74.6 78.7 81.8 79.2

1100 - 1159 AM 81.4 87.3 75.4 82.5 76.2 89.1 83.6 73.5 80.0 82.4 78.7
76.4 80.4 79.9 79.2 79.4

1200 - 1259 PM 75.0 83.3 76.3 86.7 77.4 83.4 71.5 74.7 83.2 78.3 71.2
69.4 69.7 79.3 80.2 77.9

100 - 159 PM 72.5 85.1 69.5 85.4 72.3 79.1 64.8 71.9 83.4 75.5 75.4 68.6
72.1 77.2 73.5 77.4

200 - 259 PM 80.0 81.9 78.5 80.8 71.2 86.5 66.2 68.0 87.1 66.7 76.4 70.9
75.0 74.6 80.5 75.8

300 - 359 PM 81.9 82.0 77.9 85.8 73.1 70.5 66.6 70.3 84.9 72.0 69.3 67.0
69.9 73.5 74.0 75.4

400 - 459 PM 77.2 74.4 79.2 79.1 68.6 73.8 69.0 69.7 80.4 65.0 69.9 73.3
71.1 74.9 81.3 74.0

500 - 559 PM 75.1 80.5 77.0 80.6 69.5 72.4 66.0 67.1 74.3 69.5 67.2 71.8
72.8 75.8 69.0 73.0

600 - 659 PM 72.3 71.3 72.4 77.7 66.0 79.8 65.5 65.7 74.0 69.6 64.7 66.2
71.2 76.0 75.8 71.8

700 - 759 PM 69.0 77.6 79.5 79.5 66.0 64.9 60.6 65.6 81.8 72.5 66.1 72.5
72.3 72.6 75.4 72.0

800 - 859 PM 65.9 68.9 67.7 75.0 63.9 81.8 65.7 65.6 76.5 66.8 63.1 69.3
78.1 78.6 72.7 70.0

900 - 959 PM 75.9 77.2 75.4 81.1 67.7 73.2 64.1 71.7 78.6 73.5 63.1 68.0
67.6 75.0 68.3 73.1

1000 - 1059 PM 69.4 73.3 74.5 71.8 68.8 76.7 65.3 65.4 71.4 67.0 64.5
70.9 64.2 75.3 71.1 70.7

1100 - 559 AM 77.1 75.9 77.2 80.0 81.4 70.1 73.5 67.6 82.8 78.3 70.0
73.7 66.9 80.1 77.2 74.9

TOTAL, ALL ARRIVALS,

BY AIRPORT 75.8 81.3 76.9 82.9 73.1 77.9 70.2 70.7 80.9 74.8 70.7 73.4
73.1 77.6 76.5 75.9

JANUARY 2001

AIR TRAVEL CONSUMER REPORT

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

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 87.9 87.5 94.7 89.6 93.5 91.8 94.4 88.9 84.3 87.5 93.9 91.2
81.7 92.8 89.4 86.9

700 - 759 AM 85.8 84.6 92.0 93.1 89.2 88.7 88.5 87.8 83.6 89.2 90.1 93.7
80.9 90.0 88.4 81.2

800 - 859 AM 81.3 80.9 89.6 90.7 88.2 86.8 85.2 84.8 83.4 82.0 92.7 95.6
79.3 86.0 83.0 82.0

900 - 959 AM 75.6 80.2 88.7 89.6 89.1 87.7 80.0 82.3 83.2 86.0 84.5 89.5
82.5 75.8 77.7 80.7

1000 - 1059 AM 78.7 82.5 81.3 86.4 82.6 85.8 79.0 81.5 78.2 85.4 83.6
89.4 63.6 71.6 72.2 74.8

1100 - 1159 AM 78.5 77.7 82.7 82.5 85.7 86.3 79.1 83.7 78.4 80.3 85.4
83.9 82.3 73.3 71.1 73.6

1200 - 1259 PM 77.3 79.1 79.2 85.6 81.0 88.2 79.6 82.4 80.4 83.9 82.3
92.3 79.2 68.7 74.6 73.8

100 - 159 PM 76.9 77.3 76.9 83.6 78.1 87.7 77.4 78.2 78.1 77.7 82.1 85.5
J/ 65.8 69.5 77.1

200 - 259 PM 72.3 74.3 74.9 74.4 84.8 81.7 75.7 81.1 78.4 76.3 75.9 84.7
81.0 71.8 74.1 78.3

300 - 359 PM 75.1 69.2 73.0 77.6 89.4 86.1 75.3 79.4 75.6 77.0 74.1 79.8
71.0 69.1 71.5 73.2

400 - 459 PM 73.7 72.5 75.7 75.3 85.3 81.3 75.6 80.2 76.7 73.9 72.0 89.6
74.6 65.8 70.5 67.9

500 - 559 PM 71.4 70.8 69.2 75.5 67.7 83.0 74.9 78.7 80.6 68.4 75.7 80.2
73.1 65.2 70.3 70.9

600 - 659 PM 73.0 70.7 71.3 74.7 80.9 81.9 75.7 75.8 76.6 67.3 72.9 82.5
71.6 62.8 66.6 62.9

700 - 759 PM 74.2 68.9 72.8 80.1 76.2 81.7 75.5 77.8 78.1 67.9 74.4 81.6
70.2 63.6 67.2 61.0

800 - 859 PM 73.2 75.3 69.2 85.1 79.3 85.0 69.7 81.0 74.4 71.1 80.7 84.1
74.7 61.1 61.2 60.6

900 - 959 PM 72.8 82.0 68.9 82.4 80.5 90.2 78.9 73.2 79.5 67.0 78.0 90.6
79.7 66.4 67.1 78.3

1000 - 1059 PM 75.2 88.5 60.0 89.8 82.2 J/ 77.8 87.3 87.1 100.0 J/ 86.6
77.4 78.1 82.4 92.3

1100 - 559 AM 82.3 84.6 90.3 71.0 J/ J/ 91.4 J/ 76.0 87.6 96.8 J/ 50.0
77.5 85.8 85.7

TOTAL, ALL DEPARTURES,

BY AIRPORT 76.8 77.2 79.5 83.5 83.3 85.7 78.6 81.6 79.9 78.4 81.2 86.2
76.0 73.2 75.3 74.3

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 93.2 97.0 87.1 88.8 89.3 91.5 88.9 95.7 92.8 94.4 89.6 92.2
89.7 89.3 93.6 90.0

700 - 759 AM 88.0 90.3 82.3 82.5 87.3 90.3 84.9 94.1 86.9 92.7 87.7 86.9
88.2 89.3 91.1 87.9

800 - 859 AM 91.1 87.9 83.6 84.8 82.4 89.3 82.7 83.3 91.2 89.7 84.5 84.4
84.2 85.9 92.4 84.7

900 - 959 AM 86.9 84.1 92.0 85.1 81.6 78.5 79.2 83.0 84.3 85.3 79.3 84.7
74.3 87.2 89.3 83.3

1000 - 1059 AM 83.5 78.3 80.2 84.2 78.7 82.9 80.9 74.5 77.7 85.3 77.4
79.3 76.0 80.3 83.0 79.6

1100 - 1159 AM 80.2 80.7 83.7 82.6 78.3 84.0 80.5 71.3 84.5 74.7 78.2
74.3 75.9 80.3 81.1 78.9

1200 - 1259 PM 80.0 77.7 74.6 84.4 75.5 87.8 77.5 71.1 85.5 77.4 79.2
75.4 48.3 77.8 76.3 79.0

100 - 159 PM 75.7 81.8 80.0 84.4 79.3 81.7 74.2 70.2 73.3 73.2 72.6 73.4
72.1 80.8 73.9 77.5

200 - 259 PM 73.7 72.2 76.2 80.2 74.9 81.3 71.3 68.0 81.8 71.1 75.9 72.0
77.1 77.7 76.2 76.7

300 - 359 PM 73.5 74.7 70.2 82.7 72.5 78.7 66.7 68.8 78.6 70.7 74.1 69.9
71.7 74.1 71.7 74.3

400 - 459 PM 79.3 67.2 74.2 79.6 71.8 72.9 72.0 64.7 80.0 65.2 67.9 69.0
74.0 68.7 78.0 74.2

500 - 559 PM 74.6 63.6 68.5 77.4 68.6 71.4 71.0 62.4 79.4 61.1 70.2 67.9
73.2 73.4 70.3 72.8

600 - 659 PM 69.5 66.5 72.6 77.8 68.5 84.5 69.9 66.5 81.0 66.0 61.2 70.1
69.5 73.6 74.5 71.7

700 - 759 PM 74.2 71.4 73.2 81.2 66.7 71.7 66.7 65.6 91.5 71.1 62.4 65.4
69.1 78.7 83.5 72.6

800 - 859 PM 69.2 68.7 69.8 78.5 66.3 74.2 65.7 64.0 83.2 64.5 65.7 69.7
76.0 73.6 82.6 73.2

900 - 959 PM 67.3 67.6 J/ 74.3 67.6 75.0 74.3 66.0 82.7 65.1 65.1 74.2
81.8 75.1 71.6 74.2

1000 - 1059 PM 85.2 J/ J/ 83.9 77.2 80.6 J/ 75.0 84.1 91.0 73.1 75.0
75.6 79.1 86.7 81.4

1100 - 559 AM J/ J/ 74.2 83.9 100.0 91.1 95.2 82.8 93.5 100.0 82.6 87.9
85.2 87.2 87.1 82.7

TOTAL, ALL DEPARTURES,

BY AIRPORT 79.1 78.2 77.7 81.8 75.9 82.5 75.1 72.7 83.3 78.5 76.3 77.0
76.2 78.8 81.4 78.5

> JANUARY 2001
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF
> THE TIME OR MORE
>
> NUMBER OF PERCENTAGE OF FLIGHT
>
> FLIGHT ORIGIN-DESTIN. SCHEDULED OPERATIONS OPERATIONS ARRIVING NO. OF
> MIN. LATE
>
> CARRIER NUMBER AIRPORTS DEPARTURE TIME REPORTED 15 MINUTES LATE OR
> MORE D/ AVERAGE MEDIAN
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> AS 720 SEA-PHX 1952 31 83.87 49 24
>
> JANUARY 2001
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 6. NUMBER AND PERCENTAGE OF REGULARLY SCHEDULED FLIGHTS I/
>
> ARRIVING LATE 70% OF THE TIME OR MORE
>
> NUMBER OF REGULARLY SCHEDULED FLIGHTS
>
> REGULARLY SCHEDULED FLIGHTS LATE 70% OF THE TIME OR MORE D/
>
> FOR WHICH
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> CARRIER CARRIER REPORTED DATA NUMBER PERCENTAGE
>
> \-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-- \-\-\-\-\-\-\-\-\--
>
> ALASKA 428 8 1.9
>
> AMERICA WEST 630 3 0.5
>
> CONTINENTAL 1161 4 0.3
>
> TRANS WORLD 729 2 0.3
>
> AMERICAN 2130 4 0.2
>
> SOUTHWEST 2703 5 0.2
>
> DELTA 2491 3 0.1
>
> NORTHWEST 1521 1 0.1
>
> ALOHA 176 0 0.0
>
> UNITED 2037 0 0.0
>
> US AIRWAYS 2091 0 0.0
>
> TOTAL 16,097 30 0.2

JANUARY 2001

AIR TRAVEL CONSUMER REPORT

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

PERCENT REPORTED PERCENT REPORTED

ON-TIME OPERATIONS ON-TIME OPERATIONS

CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.

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

AGUADILLA, P.R. (BQN) 71.0 90.3 31 31 EL PASO, TX. (ELP) 76.1 81.6 1,918
1,917

AKRON/CANTON, OH. (CAK) 67.7 82.8 93 93 ELMIRA, N.Y. (ELM) 76.7 86.7 120
120

ALBANY, N.Y. (ALB) 76.6 85.4 1,190 1,187 ERIE, PA. (ERI) 74.2 82.3 124
124

ALBUQUERQUE, N.M. (ABQ) 74.6 79.2 2,999 3,001 EUGENE, OR. (EUG) 78.0
82.7 186 185

ALLENTOWN, PA. (ABE) 76.3 85.2 514 513 FAIRBANKS, AK. (FAI) 77.2 83.3
412 412

AMARILLO, TX. (AMA) 78.0 84.9 404 404 FARGO, N.D. (FAR) 78.7 90.7 183
183

ANCHORAGE, AK. (ANC) 71.4 79.6 1,528 1,524 FAYETTEVILLE, N.C. (FAY) 76.3
86.0 93 93

ASHEVILLE, N.C. (AVL) 84.7 93.5 124 124 FLINT, MI. (FNT) 78.8 90.7 118
118

ATLANTA, GA. (ATL) 74.7 76.8 22,375 22,377 FRESNO, CA. (FAT) 90.3 93.5
31 31

AUSTIN, TX. (AUS) 77.6 84.4 3,737 3,737 FT. LAUDERDALE, FL. (FLL) 72.9
75.6 4,812 4,813

BALTIMORE, MD. (BWI) 79.7 79.5 8,307 8,307 FT. MYERS, FL. (RSW) 76.2
81.5 1,535 1,535

BARROW, AK. (BRW) 73.7 73.7 76 76 FT. WAYNE, IN. (FWA) 72.2 77.4 54 53

BATON ROUGE, LA. (BTR) 82.0 85.9 306 305 GRAND FORKS, N.D. (GFK) 82.6
93.0 86 86

BETHEL, AK. (BET) 71.0 75.3 93 93 GRAND RAPIDS, MI. (GRR) 76.6 84.2 615
613

BILLINGS, MT. (BIL) 81.4 90.6 307 309 GREAT FALLS, MT. (GTF) 86.0 87.6
186 186

BINGHAMTON, N.Y. (BGM) 75.8 79.0 62 62 GREEN BAY, WI. (GRB) 82.3 92.2
231 231

BIRMINGHAM, AL. (BHM) 82.3 85.9 1,692 1,692 GREENSBORO/HIGH PT., N.C.
(GSO) 81.3 87.1 1,282 1,282

BISMARCK, N.D. (BIS) 86.7 93.3 120 120 GREENVILLE/SPARTBG., S.C. (GSP)
81.3 86.3 534 534

BOISE, ID. (BOI) 74.6 77.9 1,071 1,070 GULFPORT/BILOXI, MS. (GPT) 84.3
95.7 70 70

BOSTON, MA. (BOS) 70.3 77.2 9,815 9,816 GUNNISON, CO. (GUC) 68.3 82.5 63
63

BOZEMAN, MT. (BZN) 81.9 85.0 155 153 HARLINGEN, TX. (HRL) 75.1 77.7 358
358

BRISTOL, TN. (TRI) 87.1 86.0 93 93 HARRISBURG, PA. (MDT) 75.3 83.3 586
587

BROWNSVILLE, TX. (BRO) 85.2 84.6 27 26 HARTFORD, CT./SPGFLD, MA. (BDL)
76.2 81.2 3,030 3,028

BUFFALO, N.Y. (BUF) 79.2 83.8 1,732 1,742 HELENA, MT. (HLN) 69.4 82.3 62
62

BURBANK, CA. (BUR) 73.6 75.5 2,312 2,311 HILO, HAWAII, HI. (ITO) 95.0
96.8 441 441

BURLINGTON, VT. (BTV) 78.8 78.8 217 217 HONOLULU, OAHU, HI. (HNL) 90.1
92.6 3,429 3,428

CEDAR RAPIDS/IOWA CTY,IA. (CID) 76.2 82.7 399 398 HOUSTON, TX. (HOU)
80.2 78.1 4,812 4,813

CHARLESTON, S.C. (CHS) 78.0 85.3 587 587 HOUSTON, TX. (IAH) 81.4 86.2
11,203 11,213

CHARLESTON, W.V. (CRW) 81.7 89.2 93 93 HUNTSVILLE/DECATUR, AL. (HSV)
77.8 84.4 482 482

CHARLOTTE, N.C. (CLT) 83.8 83.5 11,217 11,219 INDIANAPOLIS, IN. (IND)
77.4 84.6 3,020 3,019

CHATTANOOGA, TN. (CHA) 84.9 91.4 93 93 INDIO/PALM SPRINGS, CA. (PSP)
73.2 81.7 544 542

CHICAGO, IL. (MDW) 81.3 78.2 4,255 4,255 ISLIP/LONG IS., N.Y. (ISP) 79.7
84.1 847 848

CHICAGO, IL. (ORD) 73.1 75.9 24,743 24,749 ITHACA, N.Y. (ITH) 75.8 86.7
120 120

CINCINNATI, OH. (CVG) 79.4 83.3 5,814 5,805 JACKSON/VICKSBURG, MS. (JAN)
82.7 85.4 732 733

CLEVELAND, OH. (CLE) 77.9 86.0 4,513 4,516 JACKSON, WY. (JAC) 76.6 78.1
128 128

COLORADO SPRINGS, CO. (COS) 73.5 83.7 1,011 1,011 JACKSONVILLE, FL.
(JAX) 81.7 84.6 2,210 2,210

COLUMBIA, S.C. (CAE) 83.2 87.1 364 364 JUNEAU, AK. (JNU) 73.9 78.1 310
310

COLUMBUS, OH. (CMH) 77.4 83.0 2,889 2,887 KAHULUI, MAUI, HI. (OGG) 91.8
90.8 1,468 1,467

CORDOVA, AK. (CDV) 87.1 90.3 62 62 KALAMAZOO, MI. (AZO) 78.5 88.2 93 93

CORPUS CHRISTI, TX. (CRP) 72.5 86.8 258 257 KALISPELL, MT. (FCA) 81.5
77.4 124 124

DALLAS/FT. WORTH, TX. (DAL) 82.6 80.9 4,264 4,264 KANSAS CITY, MO. (MCI)
78.5 82.1 5,316 5,315

DALLAS/FT. WORTH, TX. (DFW) 79.8 81.6 20,927 20,912 KETCHIKAN, AK. (KTN)
69.9 80.6 186 186

DAYTON, OH. (DAY) 79.0 87.1 929 929 KNOXVILLE, TN. (TYS) 81.6 86.7 570
570

DAYTONA BEACH, FL. (DAB) 77.4 78.0 186 186 KODIAK, AK. (ADQ) 59.7 67.7
62 62

DEADHORSE, AK. (SCC) 67.7 67.7 31 31 KONA, HAWAII., HI. (KOA) 92.2 94.7
728 730

DENVER, CO. (DEN) 79.4 78.6 11,474 11,470 KOTZEBUE, AK. (OTZ) 75.0 75.0
76 76

DES MOINES, IA. (DSM) 80.7 84.6 565 564 LA CROSSE, WI. (LSE) 85.4 89.0
82 82

DETROIT, MI. (DTW) 81.6 79.9 12,640 12,634 LANSING, MI. (LAN) 78.5 92.3
209 209

DULUTH, MN. (DLH) 79.8 84.3 89 89 LAS VEGAS, NV. (LAS) 75.1 73.2 11,666
11,668

DURANGO, CO. (DRO) 74.2 77.4 31 31 LEXINGTON/FRKFT, KY. (LEX) 75.8 86.5
273 274

DUTCH HARBOR, AK. (DUT) 45.0 46.7 60 60 LIHUE, KAUAI, HI. (LIH) 93.9
94.9 823 823

EAGLE, CO. (EGE) 81.1 84.9 285 285 LINCOLN, NE. (LNK) 80.2 86.3 182 182

JANUARY 2001

AIR TRAVEL CONSUMER REPORT

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

PERCENT REPORTED PERCENT REPORTED

ON-TIME OPERATIONS ON-TIME OPERATIONS

CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.

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

LITTLE ROCK, AR. (LIT) 81.7 87.7 1,143 1,144 SAGINAW, MI. (MBS) 80.7
90.4 322 322

LONG BEACH, CA. (LGB) 74.8 82.4 262 262 SALT LAKE CITY, UT. (SLC) 73.1
76.2 6,882 6,875

LOS ANGELES, CA. (LAX) 72.7 75.3 17,871 17,882 SAN ANTONIO, TX. (SAT)
76.9 84.6 3,231 3,230

LOUISVILLE, KY. (SDF) 81.4 86.7 1,915 1,908 SAN DIEGO, CA. (SAN) 74.8
78.5 6,137 6,163

LUBBOCK, TX. (LBB) 81.0 81.9 437 437 SAN FRANCISCO, CA. (OAK) 74.7 73.8
5,121 5,123

MADISON, WI. (MSN) 78.7 89.0 301 301 SAN FRANCISCO, CA. (SFO) 73.4 77.0
11,039 11,040

MANCHESTER, N.H. (MHT) 78.3 82.5 1,175 1,175 SAN JOSE, CA. (SJC) 76.2
78.1 6,321 6,324

MEDFORD, OR. (MFR) 75.0 80.6 124 124 SAN JUAN, P.R. (SJU) 72.8 75.0
2,408 2,410

MELBOURNE, FL. (MLB) 71.8 91.1 124 124 SANTA BARBARA, CA. (SBA) 80.0
74.7 155 154

MEMPHIS, TN. (MEM) 83.4 84.0 4,754 4,755 SARASOTA/BRAD., FL. (SRQ) 80.1
86.7 413 414

MIAMI, FL. (MIA) 76.9 77.7 5,636 5,632 SAVANNAH, GA. (SAV) 80.9 83.4 435
435

MIDLAND/ODESSA, TX. (MAF) 81.0 85.6 431 431 SCRANTON/WILKES-BARRE,PA.
(AVP) 75.8 85.5 124 124

MILWAUKEE, WI. (MKE) 77.1 87.0 1,251 1,250 SEATTLE, WA. (SEA) 70.7 76.3
8,462 8,474

MINNEAPLS/ST.P, MN. (MSP) 82.9 81.8 12,026 12,025 SHREVEPORT, LA. (SHV)
74.0 78.3 215 217

MINOT, N.D. (MOT) 74.2 87.1 93 93 SIOUX CITY, IA. (SUX) 87.9 84.2 58 57

MISSION/MCALLEN, TX. (MFE) 78.1 90.7 333 332 SIOUX FALLS, S.D. (FSD)
82.7 90.4 272 272

MISSOULA, MT. (MSO) 79.0 88.0 157 158 SITKA, AK. (SIT) 68.8 83.9 93 93

MOBILE,AL./PASCAGOULA,MS. (MOB) 77.6 83.4 370 368 SOUTH BEND, IN. (SBN)
81.8 87.3 181 181

MOLINE, IL. (MLI) 77.3 81.2 181 181 SPOKANE, WA. (GEG) 69.0 77.7 1,118
1,119

MONROE, LA. (MLU) 73.1 83.6 186 183 SPRINGFIELD, MO. (SGF) 82.0 89.8 178
177

MONTROSE, CO. (MTJ) 94.3 98.6 70 70 ST. CROIX, V.I. (STX) 74.2 79.0 62
62

MYRTLE BEACH, S.C. (MYR) 85.2 94.7 189 189 ST. LOUIS, MO. (STL) 77.6
78.8 14,111 14,129

NASHVILLE, TN. (BNA) 80.7 82.5 4,931 4,926 ST. THOMAS, V.I. (STT) 78.5
83.9 330 330

NEW ORLEANS, LA. (MSY) 80.2 84.3 4,468 4,465 STEAMBOAT SPRINGS, CO.
(HDN) 80.2 79.0 167 167

NEW YORK, N.Y. (JFK) 68.2 76.0 3,786 3,785 SYRACUSE, N.Y. (SYR) 73.2
84.5 918 916

NEW YORK, N.Y. (LGA) 64.5 74.3 9,901 9,895 TALLAHASSEE, FL. (TLH) 74.2
77.4 155 155

NEWARK, N.J. (EWR) 72.3 78.4 10,557 10,557 TAMPA, FL. (TPA) 76.5 81.4
5,835 5,836

NEWBURGH, N.Y. (SWF) 73.9 82.6 92 92 TOLEDO, OH. (TOL) 69.4 90.3 62 62

NOME, AK. (OME) 72.2 78.5 79 79 TRAVERSE CITY, MI. (TVC) 79.0 88.7 62 62

NORFOLK/VA. BEACH, VA. (ORF) 79.8 87.2 1,320 1,322 TUCSON, AZ. (TUS)
71.4 80.3 1,736 1,734

OKLAHOMA CITY, OK. (OKC) 76.7 83.5 1,636 1,637 TULSA, OK. (TUL) 78.5
84.2 1,699 1,697

OMAHA, NE. (OMA) 76.6 82.4 1,446 1,445 VALPARAISO, FL. (VPS) 83.9 91.9
124 124

ONTARIO, CA. (ONT) 73.6 78.4 3,058 3,035 WASHINGTON, D.C. (DCA) 78.9
85.7 8,019 8,029

ORANGE COUNTY, CA. (SNA) 77.4 80.5 3,726 3,724 WASHINGTON, D.C. (IAD)
79.9 81.2 4,590 4,591

ORLANDO, FL. (MCO) 75.8 79.1 8,770 8,764 WEST PALM BEACH, FL. (PBI) 72.5
76.1 2,138 2,136

PASCO, WA. (PSC) 77.7 81.0 121 121 WHITE PLAINS, N.Y. (HPN) 67.2 65.3
418 418

PENSACOLA, FL. (PNS) 77.6 86.7 491 488 WICHITA, KS. (ICT) 80.4 86.9 601
601

PETERSBURG, AK. (PSG) 54.8 61.3 62 62 WILMINGTON, N.C. (ILM) 87.6 93.0
185 185

PHILADELPHIA, PA. (PHL) 70.2 75.1 10,392 10,384 WRANGELL, AK. (WRG) 59.7
66.1 62 62

PHOENIX, AZ. (PHX) 70.7 72.7 16,462 16,481 YAKUTAT, AK. (YAK) 83.9 90.3
62 62

PITTSBURGH, PA. (PIT) 80.9 83.3 9,087 9,083

PORTLAND, ME. (PWM) 78.0 82.4 522 523

PORTLAND, OR. (PDX) 77.9 82.5 4,798 4,801

PROVIDENCE, R.I. (PVD) 80.1 85.8 2,292 2,291

RALEIGH/DURHAM, N.C. (RDU) 79.8 86.0 2,973 2,973

RAPID CITY, S.D. (RAP) 82.6 89.1 92 92

RENO, NV. (RNO) 76.4 78.4 2,354 2,351

RICHMOND, VA. (RIC) 80.9 85.3 1,405 1,404

ROANOKE, VA. (ROA) 84.1 86.8 182 182

ROCHESTER, MN. (RST) 76.1 85.8 176 176

ROCHESTER, N.Y. (ROC) 76.1 82.5 1,199 1,200

SACRAMENTO, CA. (SMF) 76.2 77.9 3,325 3,327

JANUARY 2001

AIR TRAVEL CONSUMER REPORT

TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS

BY CARRIER

AT 31 REPORTABLE AIRPORTS B/ AT ALL REPORTED AIRPORTS C/

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

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

AIRPORTS OPERATIONS OPERATIONS OPERATIONS AIRPORTS OPERATIONS OPERATIONS
OPERATIONS

CARRIER A/ REPORTED SCHEDULED CANCELLED CANCELLED REPORTED SCHEDULED
CANCELLED CANCELLED

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

DELTA S/ 30 55867 2949 5.3 109 76671 3805 5.0

AMERICAN S/ 31 48841 2612 5.3 98 64641 3163 4.9

ALASKA S/ 8 7477 276 3.7 34 13050 530 4.1

AMERICA WEST S/ 25 14550 518 3.6 53 19235 725 3.8

UNITED S/ 30 50124 1992 4.0 99 62351 2360 3.8

US AIRWAYS S/ 27 46561 1397 3.0 89 63830 1959 3.1

NORTHWEST S/ 31 30770 1001 3.3 117 45865 1365 3.0

TRANS WORLD S/ 29 16386 375 2.3 72 21929 468 2.1

ALOHA S/ 0 0 0 N/A 6 5404 83 1.5

CONTINENTAL S/ 30 24739 371 1.5 85 33777 494 1.5

SOUTHWEST S/ 15 33536 503 1.5 59 80464 1076 1.3

T O T A L 328,851 11,994 3.6 487,217 16,028 3.3

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

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

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

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

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

**H** Carrier did not serve airport.

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

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

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

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

**V** Carrier reported data voluntarily.

**[APPENDIX]{.underline}**

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

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

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

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            | **J |        |       |   | *    |        |       |
|   |            | ANU |        |       |   | *JAN |        |       |
|   |            | ARY |        |       |   | UARY |        |       |
|   |            | 200 |        |       |   | 20   |        |       |
|   |            | 1** |        |       |   | 00** |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| # | #####      | *   | **EN   | *     |   | **T  | **EN   | *     |
| # | ## AIRLINE | *TO | PLANED | *REPO |   | OTAL | PLANED | *REPO |
| # |            | TAL | PASSEN | RTS** |   | BAG  | PASSEN | RTS** |
| # |            | B   | GERS** |       |   | GAGE | GERS** |       |
| # |            | AGG |        | **PER |   | R    |        | **PER |
| # |            | AGE |        | 1,000 |   | EPOR |        | 1,000 |
| # |            | REP |        | PA    |   | TS** |        | PA    |
|   |            | ORT |        | SSENG |   |      |        | SSENG |
| R |            | S** |        | ERS** |   |      |        | ERS** |
| A |            |     |        |       |   |      |        |       |
| N |            |     |        |       |   |      |        |       |
| K |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | ALASKA     | 2,  | 8      | **3   |   | 3    | 8      | **3   |
|   | AIRLINES   | 725 | 46,625 | .22** |   | ,244 | 61,999 | .76** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 2 | US AIRWAYS | 20, | 4,1    | **4   |   | 16   | 3,5    | **4   |
|   |            | 600 | 85,075 | .92** |   | ,054 | 83,465 | .48** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 3 | NORTHWEST  | 18, | 3,5    | **5   |   | 17   | 3,3    | **5   |
|   | AIRLINES   | 837 | 37,969 | .32** |   | ,391 | 23,518 | .23** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 4 | UNITED     | 30, | 5,6    | **5   |   | 39   | 5,5    | **7   |
|   | AIRLINES   | 081 | 03,709 | .37** |   | ,679 | 58,150 | .14** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 5 | C          | 16, | 3,0    | **5   |   | 16   | 2,7    | **5   |
|   | ONTINENTAL | 630 | 21,087 | .50** |   | ,047 | 32,984 | .87** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 6 | AMERICAN   | 31, | 5,3    | **5   |   | 26   | 5,0    | **5   |
|   | AIRLINES   | 054 | 58,679 | .80** |   | ,282 | 25,806 | .23** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 7 | AMERICA    | 9,  | 1,6    | **5   |   | 8    | 1,3    | **6   |
|   | WEST       | 536 | 20,931 | .88** |   | ,700 | 90,710 | .26** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 8 | DELTA AIR  | 42, | 7,0    | **6   |   | 40   | 7,1    | **5   |
|   | LINES      | 823 | 98,132 | .03** |   | ,550 | 72,163 | .65** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 9 | SOUTHWEST  | 35, | 5,8    | **6   |   | 22   | 4,9    | **4   |
|   | AIRLINES   | 683 | 06,499 | .15** |   | ,572 | 06,298 | .60** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | TRANS      | 14, | 1,7    | **7   |   | 10   | 1,7    | **6   |
| 0 | WORLD      | 142 | 90,434 | .90** |   | ,738 | 62,336 | .09** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   | TOTALS     | 2   | 38,8   | **5   |   | 201  | 36,3   | **5   |
|   |            | 22, | 69,140 | .71** |   | ,257 | 17,429 | .54** |
|   |            | 111 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+

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

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

**[OVERSALES]{.underline}**

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

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

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

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

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***OCTOBER-DECEMBER***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **OCTOBER-DECEMBER                                                 **OCTOBER-DECEMBER                                
                          2000**                                                             1999**                                            

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

                          Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                               

  1      ***DELTA AIR     39,504                652           24,042,911    **0.27**         35,040                377           24,946,036    **0.15**
         LINES***                                                                                                                              

                                                                                                                                               

  2      ***AMERICAN      42,165                650           18,565,990    **0.35**         56,106                851           19,117,505    **0.45**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  3      ***US AIRWAYS*** 28,350                894           15,009,965    **0.60**         20,601                537           13,645,066    **0.39**

                                                                                                                                               

  4      ***AMERICA WEST  11,047                333           4,907,424     **0.68**         17,459                702           4,881,725     **1.44**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  5      ***UNITED        27,944                1,458         18,818,818    **0.77**         36,048                3,079         19,963,617    **1.54**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  6      ***NORTHWEST     25,927                1,272         12,737,656    **1.00**         18,652                150           12,697,747    **0.12**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  7      ***ALASKA        6,493                 338           3,267,931     **1.03**         5,721                 221           3,291,358     **0.67**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  8      ***TRANS WORLD   14,299                1,075         5,875,474     **1.83**         13,392                151           6,063,236     **0.25**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  9      ***SOUTHWEST     21,724                3,766         18,501,627    **2.04**         18,997                2,187         16,789,416    **1.30**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  10     ***CONTINENTAL   18,563                2,903         9,975,265     **2.91**         16,696                493           9,935,520     **0.50**
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     236,016               13,341        131,703,061   **1.01**         238,712               8,748         131,331,226   **0.67**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY-DECEMBER***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **JANUARY-DECEMBER                                                 **JANUARY-DECEMBER                                
                          2000**                                                             1999**                                            

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

                          Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                               

  1      ***DELTA AIR     212,050               3,327         102,031,565   **0.33**         178,747               15,607        101,872,066   **1.53**
         LINES***                                                                                                                              

                                                                                                                                               

  2      ***AMERICAN      210,427               3,274         78,229,763    **0.42**         248,225               3,129         73,550,598    **0.43**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  3      ***NORTHWEST     108,501               3,011         53,112,324    **0.57**         87,216                922           51,071,787    **0.18**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  4      ***US AIRWAYS*** 94,259                3,740         57,481,514    **0.65**         80,750                2,839         54,162,381    **0.52**

                                                                                                                                               

  5      ***AMERICA WEST  57,935                2,274         20,229,421    **1.12**         58,550                2,651         19,042,148    **1.39**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  6      ***ALASKA        33,113                1,910         13,512,111    **1.41**         23,649                1,239         13,604,018    **.91**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  7      ***UNITED        119,306               11,101        77,624,771    **1.43**         138,233               7,249         80,217,857    **0.90**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  8      ***CONTINENTAL   66,391                7,259         40,270,205    **1.80**         63,671                1,332         39,432,089    **0.34**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  9      ***SOUTHWEST     90,352                13,741        72,568,399    **1.89**         78,772                9,003         65,348,225    **1.38**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  10     ***TRANS WORLD   65,061                6,385         25,138,095    **2.54**         66,344                1,803         24,780,273    **0.73**
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     1,057,395             56,022        540,198,168   **1.04**         1,024,157             45,774        523,081,442   **0.88**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

Note: Totals for January thru December 2000 reflect a correction of the
Continental Airlines data for the 1^st^ Q of 2000.

United Airlines has advised us that it may not have correctly reported
those passengers who were involuntarily denied boarding prior to the
4^th^ Q of 1999. Therefore, the data in this report may reflect an
inaccurate rate of passengers denied boarding involuntarily by United
for January thru December 1999.

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

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

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

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

Also, effective with the September 1999 report, complaints about
"smoking" and "credit," which formerly were separate categories, are
included in the "other" category.

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

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

**Companies Other Than U.S. Airlines**. Table 5 (Table 4 in YTD reports)
provides the same information as above for foreign airlines, and for
tour operators, travel agents, etc. Effective with the September 1999
report, complaints against "cargo companies" (formerly a separate
grouping) are included with the "miscellaneous" grouping.

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

Table 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

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

                  COMPLAINTS   OPINIONS   COMPLIMENTS   INFO          COMPLAINTS   OPINIONS   COMPLIMENTS   INFO
                                                        REQUESTS                                            REQUESTS

                                                                                                            

  U.S. AIRLINES   1,972        125        11            33            1,777        188        14            110

  FOREIGN         200          3          1             2             173          1          0             1
  AIRLINES                                                                                                  

  TRAVEL AGENTS   15           0          0             0             23           0          0             0

  TOUR OPERATORS  13           0          0             0             17           0          0             1

  MISCELLANEOUS   21           15         0             13            44           93         0             5

  INDUSTRY TOTALS 2,221        143        12            48            2,034        282        14            117
  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------

Table 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^4]

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

  COMPLAINT CATEGORY  RANKING   COMPLAINTS[^5]^\*^   SUB-CATEGORY      RANKING   COMPLAINTS\*\*   SUB-CATEGORY

                                                                                                  

  FLIGHT PROBLEMS     1         888                                    1         686              

  CANCELLATIONS                                      343                                          236

  DELAYS                                             273                                          228

  MISCONNECTIONS                                     55                                           98

                                                                                                  

  BAGGAGE             2         418                                    3         344              

                                                                                                  

  CUSTOMER SERVICE    3         393                                    2         435              

                                                                                                  

  RES/TKTG/BOARDING   4         188                                    4         164              

                                                                                                  

  REFUNDS             5         89                                     6         87               

                                                                                                  

  OTHER               6         72                                     9         59               

  FREQUENT FLYER                                     25                                           31

                                                                                                  

  OVERSALES           7         60                                     7         78               

                                                                                                  

  FARES               8         58                                     5         106              

                                                                                                  

  DISABILITY          9         46                                     8         65               

                                                                                                  

  TOURS OR CHARTERS   10        6                                      11        4                

                                                                                                  

  ADVERTISING         11        2                                      10        6                

                                                                                                  

  ANIMALS             12        1                                      12        0                

                                                                                                  

  COMPLAINT TOTAL               2,221                                            2,034            
  ------------------- --------- -------------------- -------------- -- --------- ---------------- --------------

NOTE: EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" WAS ADDED AS A
NEW CATEGORY.

Table 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^6]

JANUARY 2001

<table style="width:100%;">
<colgroup>
<col style="width: 19%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 7%" />
<col style="width: 4%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 4%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 6%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a><sup>*</sup></p>
<p>ALPHABETICAL</p></td>
<td>FLIGHT PROBLEMS</td>
<td>OVER-SALES</td>
<td>RES/TKTG/BOARDING</td>
<td>FARES</td>
<td>REFUNDS</td>
<td>BAGGAGE</td>
<td>CUSTOMER SERVICE</td>
<td>DIS-ABILITY</td>
<td>ADVER-TISING</td>
<td>TOURS</td>
<td>ANIMALS</td>
<td>OTHER</td>
<td>TOTAL</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIRTRAN AIRWAYS</td>
<td>33</td>
<td>3</td>
<td>5</td>
<td>0</td>
<td>4</td>
<td>27</td>
<td>11</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>86</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>9</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>17</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>47</td>
<td>2</td>
<td>4</td>
<td>1</td>
<td>6</td>
<td>10</td>
<td>22</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
<td>99</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>119</td>
<td>3</td>
<td>24</td>
<td>10</td>
<td>20</td>
<td>65</td>
<td>52</td>
<td>8</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>8</td>
<td>309</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE</td>
<td>12</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>21</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>23</td>
<td>2</td>
<td>3</td>
<td>1</td>
<td>1</td>
<td>11</td>
<td>7</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>52</td>
</tr>
<tr class="odd">
<td>COMAIR</td>
<td>12</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>17</td>
</tr>
<tr class="even">
<td>CONTINENTAL AIRLINES</td>
<td>39</td>
<td>7</td>
<td>9</td>
<td>2</td>
<td>2</td>
<td>31</td>
<td>36</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
<td>134</td>
</tr>
<tr class="odd">
<td>DELTA AIR LINES</td>
<td>185</td>
<td>5</td>
<td>37</td>
<td>7</td>
<td>8</td>
<td>36</td>
<td>52</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
<td>340</td>
</tr>
<tr class="even">
<td>DELTA CONNECTION</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>9</td>
</tr>
<tr class="odd">
<td>FRONTIER AIRLINES</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>7</td>
</tr>
<tr class="even">
<td>HAWAIIAN AIRLINES</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>11</td>
</tr>
<tr class="odd">
<td>HORIZON AIRLINES</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="even">
<td>MESABA AIRLINES</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
</tr>
<tr class="odd">
<td>MIDWAY AIRLINES</td>
<td>4</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>5</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>14</td>
</tr>
<tr class="even">
<td>NATIONAL AIRLINES</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>46</td>
<td>5</td>
<td>8</td>
<td>5</td>
<td>2</td>
<td>26</td>
<td>20</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
<td>120</td>
</tr>
<tr class="even">
<td>PAN AM</td>
<td>2</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>10</td>
</tr>
<tr class="odd">
<td>RYAN INTERNATIONAL AIRLINES</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>16</td>
<td>2</td>
<td>5</td>
<td>1</td>
<td>0</td>
<td>6</td>
<td>11</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>44</td>
</tr>
<tr class="odd">
<td>SPIRIT AIRLINES</td>
<td>90</td>
<td>0</td>
<td>6</td>
<td>3</td>
<td>3</td>
<td>22</td>
<td>19</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>145</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>30</td>
<td>3</td>
<td>12</td>
<td>4</td>
<td>2</td>
<td>13</td>
<td>22</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>92</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>78</td>
<td>6</td>
<td>29</td>
<td>9</td>
<td>8</td>
<td>47</td>
<td>46</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
<td>236</td>
</tr>
<tr class="even">
<td>UNITED EXPRESS</td>
<td>6</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>4</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>16</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>45</td>
<td>1</td>
<td>7</td>
<td>6</td>
<td>1</td>
<td>25</td>
<td>18</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>113</td>
</tr>
<tr class="even">
<td>US AIRWAYS EXPRESS</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>21</td>
<td>3</td>
<td>6</td>
<td>1</td>
<td>4</td>
<td>5</td>
<td>6</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>48</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 2001</td>
<td>841</td>
<td>47</td>
<td>162</td>
<td>51</td>
<td>65</td>
<td>348</td>
<td>353</td>
<td>43</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>60</td>
<td>1,972</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>42.8</td>
<td>2.4</td>
<td>8.2</td>
<td>2.6</td>
<td>3.3</td>
<td>17.7</td>
<td>18</td>
<td>2.2</td>
<td>0.1</td>
<td>0</td>
<td>0.1</td>
<td>3.1</td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>TOTAL JANUARY 2000</td>
<td>645</td>
<td>65</td>
<td>143</td>
<td>81</td>
<td>68</td>
<td>270</td>
<td>391</td>
<td>60</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>51</td>
<td>1,777</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>36.3</td>
<td>3.7</td>
<td>8</td>
<td>4.6</td>
<td>3.8</td>
<td>15.2</td>
<td>22</td>
<td>3.4</td>
<td>0.2</td>
<td>0</td>
<td>0</td>
<td>2.9</td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup></p>
<p><sup>**</sup>AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 5 OR
MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
INCLUDED UNDER 'OTHER U.S. AIRLINES'.<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

Table 4

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY INCIDENT DATE

JANUARY 2001

<table>
<colgroup>
<col style="width: 27%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 7%" />
<col style="width: 8%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a></p>
<p>ALPHABETICAL</p></td>
<td><p>COMPS RECD</p>
<p>IN</p>
<p>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>AIRTRAN AIRWAYS</td>
<td>86</td>
<td>12</td>
<td>14.0</td>
<td></td>
<td>41</td>
<td>47.7</td>
<td></td>
<td>12</td>
<td>14.0</td>
<td></td>
<td>21</td>
<td>24.4</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>17</td>
<td>5</td>
<td>29.4</td>
<td></td>
<td>5</td>
<td>29.4</td>
<td></td>
<td>3</td>
<td>17.6</td>
<td></td>
<td>4</td>
<td>23.5</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>99</td>
<td>28</td>
<td>28.3</td>
<td></td>
<td>33</td>
<td>33.3</td>
<td></td>
<td>21</td>
<td>21.2</td>
<td></td>
<td>17</td>
<td>17.2</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>309</td>
<td>71</td>
<td>23.0</td>
<td></td>
<td>142</td>
<td>46.0</td>
<td></td>
<td>51</td>
<td>16.5</td>
<td></td>
<td>45</td>
<td>14.6</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE</td>
<td>21</td>
<td>3</td>
<td>14.3</td>
<td></td>
<td>12</td>
<td>57.1</td>
<td></td>
<td>4</td>
<td>19.0</td>
<td></td>
<td>2</td>
<td>9.5</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>52</td>
<td>7</td>
<td>13.5</td>
<td></td>
<td>27</td>
<td>51.9</td>
<td></td>
<td>7</td>
<td>13.5</td>
<td></td>
<td>11</td>
<td>21.2</td>
</tr>
<tr class="odd">
<td>COMAIR</td>
<td>17</td>
<td>3</td>
<td>17.6</td>
<td></td>
<td>7</td>
<td>41.2</td>
<td></td>
<td>1</td>
<td>5.9</td>
<td></td>
<td>6</td>
<td>35.3</td>
</tr>
<tr class="even">
<td>CONTINENTAL AIRLINES</td>
<td>134</td>
<td>30</td>
<td>22.4</td>
<td></td>
<td>68</td>
<td>50.7</td>
<td></td>
<td>16</td>
<td>11.9</td>
<td></td>
<td>20</td>
<td>14.9</td>
</tr>
<tr class="odd">
<td>DELTA AIR LINES</td>
<td>340</td>
<td>75</td>
<td>22.1</td>
<td></td>
<td>185</td>
<td>54.4</td>
<td></td>
<td>29</td>
<td>8.5</td>
<td></td>
<td>51</td>
<td>15.0</td>
</tr>
<tr class="even">
<td>DELTA CONNECTION</td>
<td>9</td>
<td>4</td>
<td>44.4</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>5</td>
<td>55.6</td>
</tr>
<tr class="odd">
<td>FRONTIER AIRLINES</td>
<td>7</td>
<td>2</td>
<td>28.6</td>
<td></td>
<td>1</td>
<td>14.3</td>
<td></td>
<td>3</td>
<td>42.9</td>
<td></td>
<td>1</td>
<td>14.3</td>
</tr>
<tr class="even">
<td>HAWAIIAN AIRLINES</td>
<td>11</td>
<td>4</td>
<td>36.4</td>
<td></td>
<td>6</td>
<td>54.5</td>
<td></td>
<td>1</td>
<td>9.1</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>HORIZON AIRLINES</td>
<td>5</td>
<td>3</td>
<td>60.0</td>
<td></td>
<td>2</td>
<td>40.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>MESABA AVIATION</td>
<td>7</td>
<td>2</td>
<td>28.6</td>
<td></td>
<td>4</td>
<td>57.1</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>14.3</td>
</tr>
<tr class="odd">
<td>MIDWAY AIRLINES</td>
<td>14</td>
<td>6</td>
<td>42.9</td>
<td></td>
<td>4</td>
<td>28.6</td>
<td></td>
<td>2</td>
<td>14.3</td>
<td></td>
<td>2</td>
<td>14.3</td>
</tr>
<tr class="even">
<td>NATIONAL AIRLINES</td>
<td>6</td>
<td>2</td>
<td>33.3</td>
<td></td>
<td>3</td>
<td>50.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>16.7</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>120</td>
<td>27</td>
<td>22.5</td>
<td></td>
<td>64</td>
<td>53.3</td>
<td></td>
<td>17</td>
<td>14.2</td>
<td></td>
<td>12</td>
<td>10.0</td>
</tr>
<tr class="even">
<td>PAN AM</td>
<td>10</td>
<td>2</td>
<td>20.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>8</td>
<td>80.0</td>
</tr>
<tr class="odd">
<td>RYAN INTERNATIONAL AIRLINES</td>
<td>7</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>3</td>
<td>42.9</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>4</td>
<td>57.1</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>44</td>
<td>13</td>
<td>29.5</td>
<td></td>
<td>9</td>
<td>20.5</td>
<td></td>
<td>11</td>
<td>25.0</td>
<td></td>
<td>11</td>
<td>25.0</td>
</tr>
<tr class="odd">
<td>SPIRIT AIRLINES</td>
<td>145</td>
<td>52</td>
<td>35.9</td>
<td></td>
<td>66</td>
<td>45.5</td>
<td></td>
<td>10</td>
<td>6.9</td>
<td></td>
<td>17</td>
<td>11.7</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>92</td>
<td>20</td>
<td>21.7</td>
<td></td>
<td>40</td>
<td>43.5</td>
<td></td>
<td>13</td>
<td>14.1</td>
<td></td>
<td>19</td>
<td>20.7</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>236</td>
<td>55</td>
<td>23.3</td>
<td></td>
<td>83</td>
<td>35.2</td>
<td></td>
<td>59</td>
<td>25.0</td>
<td></td>
<td>39</td>
<td>16.5</td>
</tr>
<tr class="even">
<td>UNITED EXPRESS</td>
<td>16</td>
<td>2</td>
<td>12.5</td>
<td></td>
<td>7</td>
<td>43.8</td>
<td></td>
<td>2</td>
<td>12.5</td>
<td></td>
<td>5</td>
<td>31.2</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>113</td>
<td>26</td>
<td>23.0</td>
<td></td>
<td>41</td>
<td>36.3</td>
<td></td>
<td>20</td>
<td>17.7</td>
<td></td>
<td>26</td>
<td>23.0</td>
</tr>
<tr class="even">
<td>US AIRWAYS EXPRESS</td>
<td>7</td>
<td>1</td>
<td>14.3</td>
<td></td>
<td>5</td>
<td>71.4</td>
<td></td>
<td>1</td>
<td>14.3</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>48</td>
<td>14</td>
<td>29.2</td>
<td></td>
<td>11</td>
<td>22.9</td>
<td></td>
<td>7</td>
<td>14.6</td>
<td></td>
<td>16</td>
<td>33.3</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td><strong>TOTALS</strong></td>
<td>1,972</td>
<td>469</td>
<td>23.8</td>
<td></td>
<td>869</td>
<td>44.1</td>
<td></td>
<td>290</td>
<td>14.7</td>
<td></td>
<td>344</td>
<td>17.4</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td><strong>PREVIOUS YEAR'S TOTALS</strong></td>
<td>1,777</td>
<td>377</td>
<td>21.2</td>
<td></td>
<td>590</td>
<td>33.2</td>
<td></td>
<td>579</td>
<td>32.6</td>
<td></td>
<td>231</td>
<td>13.0</td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup>AIRLINES ARE LISTED INDIVIDUALLY IF DOT
RECEIVED 5 OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD.
COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER 'OTHER U.S. AIRLINES'.<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

Table 5

AIR TRAVEL CONSUMER REPORT

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

BY COMPLAINT CATEGORY[^8]^\*^

JANUARY 2001

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

                                                                                                                                                                              

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

  AEROMEXICO                        1          0            2                   0       0         2         2          0             0              0       0         0       7

  AIR ARUBA                         0          1            0                   0       8         0         0          0             0              0       0         0       9

  AIR CANADA                        1          0            0                   1       0         2         3          1             0              0       0         0       8

  AIR FRANCE                        7          3            0                   0       2         9         4          0             0              0       0         1       26

  AIR INDIA                         2          1            1                   0       0         0         0          0             0              0       0         1       5

  AIR JAMAICA                       2          1            0                   0       0         0         2          0             0              0       0         0       5

  ALITALIA AIRLINES                 7          2            1                   0       2         9         2          1             0              0       0         2       26

  BRITISH AIRWAYS                   4          0            1                   2       0         4         5          0             0              0       0         2       18

  KLM                               1          0            0                   0       0         4         0          0             0              0       0         0       5

  LACSA                             0          2            2                   0       0         3         1          0             0              0       0         0       8

  SKYSERVICE                        2          0            0                   0       0         0         1          0             0              0       0         2       5

  TACA INTERNATIONAL AIRLINES       0          1            0                   1       0         2         0          0             1              0       0         0       5

  OTHER FOREIGN AIRLINES            12         2            7                   0       4         31        13         1             0              1       0         2       73

  TOTALS                            39         13           14                  4       16        66        33         3             1              1       0         10      200

                                                                                                                                                                              

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

  OTHER TRAVEL AGENTS               1          0            9                   1       4         0         0          0             0              0       0         0       15

  TOTALS                            1          0            9                   1       4         0         0          0             0              0       0         0       15

                                                                                                                                                                              

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

  OTHER TOUR OPERATORS              1          0            1                   0       4         0         2          0             0              4       0         1       13

  TOTALS                            1          0            1                   0       4         0         2          0             0              4       0         1       13

                                                                                                                                                                              

  **[MISCELLANEOUS]{.underline}**                                                                                                                                             

  OTHER MISCELLANEOUS               6          0            2                   2       0         4         5          0             0              1       0         1       21

  TOTALS                            6          0            2                   2       0         4         5          0             0              1       0         1       21

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 6

**JANUARY**

**CONSUMER COMPLAINTS: RANKINGS**

**U.S. AIRLINES \***

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

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

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

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

                                                                                                                                              

  1      ***SOUTHWEST                 44                 5,659,473            **0.78**                38                 4,915,350            **0.77**
         AIRLINES***                                                                                                                          

  2      ***ALASKA                    17                 985,834              **1.72**                20                 997,848              **2.00**
         AIRLINES***                                                                                                                          

  3      ***US AIRWAYS***             113                4,382,519            **2.58**                113                3,710,426            **3.05**

  4      ***NORTHWEST                 120                4,176,488            **2.87**                130                4,023,712            **3.23**
         AIRLINES***                                                                                                                          

  5      ***CONTINENTAL               134                3,494,062            **3.84**                148                3,363,103            **4.40**
         AIRLINES***                                                                                                                          

  6      ***UNITED                    236                6,066,611            **3.89**                252                6,214,088            **4.06**
         AIRLINES***                                                                                                                          

  7      ***DELTA AIR                 340                7,416,778            **4.58**                199                7,430,716            **2.68**
         LINES***                                                                                                                             

  8      ***AMERICAN                  309                6,438,406            **4.80**                301                6,385,285            **4.71**
         AIRLINES***                                                                                                                          

  9      ***TRANS WORLD               92                 1,784,963            **5.15**                81                 1,827,739            **4.43**
         AIRLINES***                                                                                                                          

  10     ***AMERICA WEST              99                 1,609,901            **6.15**                120                1,431,955            **8.38**
         AIRLINES***                                                                                                                          

         **TOTAL**                    **1,504**          **42,015,035**       **3.58**                **1,402**          **40,300,222**       **3.48**
  ------ ---------------- ----------- ------------------ -------------------- -------------------- -- ------------------ -------------------- --------------------

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

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

***COMPLAINT CATEGORIES\****

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

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

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

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

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

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

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

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

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

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

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

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

**\*Note:** Effective with the October 2000 report, "animals" was added
as a new category.

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

NAS 03/2001

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

[^2]: ^\*^ U.S. Airlines with at least one percent of total domestic
    scheduled-service passenger revenues.

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

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

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

[^6]: ^\*^

    ^\*^ EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" WAS ADDED AS
    A NEW CATEGORY.

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

[^8]: ^\*\*^EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" IS ADDED
    AS A NEW CATEGORY.