+-------------------------------+--------------------------------------+
| ![](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:** **October 2001**             |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays August 2001              |
|                           | >                                        |
|                           | > 12 Months Ending August 2001           |
|                           | >                                        |
|                           | > Mishandled Baggage August 2001         |
|                           | >                                        |
|                           | > Oversales 2nd Quarter 2001             |
|                           | >                                        |
|                           | > January-June 2001                      |
|                           | >                                        |
|                           | > Consumer Complaints August 2001        |
|                           | >                                        |
|                           | > (Includes Disability Complaints)       |
+---------------------------+------------------------------------------+

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

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

**Section Page**

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

***Flight Delays***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

**Section Page**

***Mishandled Baggage***

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

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

***Oversales***

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

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

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

***Consumer Complaints***

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

**Complaint Tables 1-5** \...\...\...\.....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
eleven 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 32 U.S. airports that account for at least one percent of the
nation\'s total domestic scheduled-service passenger enplanements (see
Appendix for a complete list of the reportable airports). However, all
reporting airlines have voluntarily provided data for their entire
domestic systems, and that information is included in this report.

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

In fulfilling DOT's data reporting requirements, the reporting air
carriers use automated and/or manual systems for collecting flight data.
Those using an automated system rely on the Aircraft Communication
Addressing and Reporting System (ACARS). Based on the latest information
available to DOT, of the 12 reporting air carriers, 4 (American,
Northwest, United and US Airways) use ACARS exclusively; 4 (Alaska,
Aloha, America West and Southwest) rely solely on their pilots, gate
agents and/or ground crews to record arrival times manually; and 4
(American Eagle, Continental, Delta and TWA) use a combination of ACARS
and manual reporting systems.

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

AUGUST 2001

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER \*

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

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

NUMBER OF PERCENT OF NUMBER OF PERCENT OF

AIRPORTS ARRIVALS AIRPORTS ARRIVALS

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

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

ALOHA S/ 1 96.8 8 84.5

TRANS WORLD S/ 30 83.6 69 83.7

SOUTHWEST S/ 15 81.8 58 81.7

NORTHWEST S/ 32 80.0 112 80.7

CONTINENTAL S/ 31 77.1 85 77.7

DELTA S/ 31 76.8 109 76.8

AMERICAN S/ 32 75.0 93 75.2

US AIRWAYS S/ 28 73.8 87 74.1

AMERICAN EAGLE S/ 18 73.6 104 71.8

UNITED S/ 31 71.2 89 71.1

AMERICA WEST S/ 26 70.4 52 70.6

ALASKA S/ 8 59.5 37 64.7

T O T A L 75.6 76.2

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

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

and beginning with the December 2000 report, Aloha Airlines is the only
carrier that reports voluntarily. American Eagle reporting effective
January 2001.

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

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

AUGUST 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

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

CARRIER\* 07-09 2000 10-12 2000 01-03 2001 04-06 2001 06 2001 07 2001 08
2001 08 2001 09 1987 - 08 2001

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

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

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

ALASKA 70.2 (8) 64.5 (10) 63.5 (12) 72.5 (11) 69.3 (11) 70.6 (12) 64.7
(12) 67.9 (10) 75.8 (9)

ALOHA \-\-\-- \-- 90.6 (1) 85.3 (1) 84.5 (1) 79.0 (2) 83.6 (1) 84.5 (1)
86.3 \-\-- 86.3 \-\--

AMERICA WEST 66.4 (9) 64.1 (11) 68.7 (10) 75.2 (9) 75.1 (7) 74.3 (9)
70.6 (11) 70.3 (9) 78.2 (5)

AMERICAN 75.3 (6) 69.5 (7) 73.7 (7) 77.9 (8) 75.1 (6) 78.2 (6) 75.2 (7)
74.6 (6) 78.8 (3)

AMERICAN EAGLE \-\-\-- \-- \-\-\-- \-- 63.7 (11) 70.1 (12) 67.6 (12)
73.2 (10) 71.8 (9) 68.4 \-\-- 68.4 \-\--

CONTINENTAL 79.1 (2) 78.7 (2) 79.5 (2) 82.6 (3) 76.0 (5) 82.8 (3) 77.7
(5) 80.2 (1) 78.5 (4)

DELTA 77.2 (5) 68.7 (8) 73.2 (9) 78.9 (7) 71.9 (10) 78.0 (8) 76.8 (6)
74.6 (7) 77.4 (8)

NORTHWEST 79.6 (1) 72.2 (5) 79.1 (3) 80.9 (5) 78.0 (4) 80.2 (5) 80.7 (4)
78.3 (4) 79.8 (2)

SOUTHWEST 78.8 (3) 70.4 (6) 77.8 (4) 83.2 (2) 81.7 (1) 83.5 (2) 81.7 (3)
78.5 (3) 82.3 (1)

TRANS WORLD 78.7 (4) 73.3 (4) 76.1 (6) 82.4 (4) 78.7 (3) 81.9 (4) 83.7
(2) 78.9 (2) 77.9 (7)

UNITED 51.6 (10) 66.7 (9) 73.6 (8) 74.3 (10) 73.6 (9) 71.7 (11) 71.1
(10) 71.5 (8) 75.2 (10)

US AIRWAYS 70.9 (7) 73.3 (3) 77.3 (5) 80.3 (6) 74.6 (8) 78.1 (7) 74.1
(8) 76.6 (5) 78.1 (6)

TOTAL 72.7 70.6 74.5 78.7 75.2 78.1 76.2 75.4 78.2

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

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

and beginning with the December 2000 report, Aloha Airlines is the only
carrier that reports voluntarily. American Eagle reporting effective
January 2001.

AUGUST 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 719 73.9 1762 68.4 420 75.2 248 74.2 93 81.7 1059 72.3 828 77.4 14865
79.0

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

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

CO 541 77.1 810 71.2 317 75.1 108 74.1 H/ 603 80.6 422 76.5 606 75.7

DL 19162 77.2 2288 71.8 434 78.1 279 74.2 5378 81.3 1683 78.0 618 81.7
3581 80.9

HP 155 50.3 155 51.0 186 37.6 H/ H/ 155 65.2 271 56.5 205 71.7

MQ H/ 2915 65.5 367 55.9 154 64.3 182 64.3 425 71.3 H/ 6850 82.1

NW 634 73.0 647 64.3 396 68.7 247 85.0 72 77.8 638 73.5 434 72.8 538
84.2

TW 209 83.7 244 67.2 186 78.0 120 90.8 H/ 243 80.7 277 78.7 302 82.8

UA 589 66.2 1322 62.3 434 64.3 155 64.5 155 65.8 495 61.0 9339 77.2 808
70.5

US 628 67.2 2527 72.7 2273 72.8 10381 80.2 H/ 3028 80.0 341 79.8 337
79.5

WN H/ H/ 3913 80.6 H/ H/ H/ H/ H/

TOTAL 22637 76.3 12670 68.3 8926 74.8 11692 79.7 5880 80.4 8329 76.3
12530 76.9 28092 79.8

ARRIVAL AIRPORT

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

DTW EWR FLL IAD IAH JFK LAS LAX

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

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

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

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

AA 558 73.7 881 64.4 407 79.6 443 74.5 562 71.7 1151 76.1 677 79.2 3660
75.2

AQ H/ H/ H/ H/ H/ H/ 93 96.8 H/

AS H/ H/ H/ H/ H/ H/ 306 70.6 825 58.8

CO 379 70.4 6762 72.0 505 78.4 89 85.4 9145 82.8 62 67.7 462 75.5 693
75.0

DL 341 69.5 1105 65.3 1395 74.8 496 73.0 279 65.2 1052 58.2 714 79.6
1456 76.9

HP 155 58.1 186 52.2 61 57.4 H/ 163 62.6 279 48.4 2627 69.1 767 63.2

MQ 119 59.7 228 58.8 H/ H/ H/ 2063 62.7 H/ 2588 77.4

NW 10630 85.2 604 63.2 92 64.1 301 77.1 430 80.0 155 72.9 372 80.4 682
72.7

TW 186 79.0 208 70.7 143 88.8 124 75.8 120 81.7 673 73.4 155 80.0 432
80.6

UA 310 58.7 948 59.7 62 59.7 3163 73.2 434 67.7 602 66.1 1153 77.8 5732
77.5

US 395 73.4 525 61.0 985 72.6 402 73.1 337 62.9 H/ 233 79.8 548 69.0

WN 596 76.8 H/ 983 81.5 H/ 197 77.2 H/ 5189 83.8 3543 77.8

TOTAL 13669 82.0 11447 68.2 4633 76.4 5018 73.8 11667 80.3 6037 65.6
11981 78.7 20926 75.4

AUGUST 2001

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

LGA MCO MDW MIA MSP ORD PDX PHL

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

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

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

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

AA 1768 57.2 657 79.8 124 70.2 3186 80.6 554 76.2 9767 72.7 270 75.6 736
66.0

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

AS H/ H/ H/ H/ H/ 31 80.6 1487 69.2 H/

CO 491 61.7 561 78.1 90 82.2 394 80.5 313 84.7 695 70.1 151 84.1 273
76.2

DL 2403 69.0 2655 78.3 H/ 438 81.3 309 78.3 924 63.0 433 82.0 647 67.1

HP H/ 93 62.4 H/ 61 73.8 155 51.6 247 50.6 182 75.8 155 51.0

MQ 1207 64.7 302 70.2 H/ 1061 78.1 H/ 5402 74.4 H/ 275 57.8

NW 643 54.3 463 77.3 445 80.4 202 80.2 10975 83.7 855 69.7 270 79.3 518
58.1

TW 236 60.6 310 83.5 H/ 221 88.2 302 83.1 329 77.2 185 79.5 178 69.7

UA 1024 50.4 605 76.2 H/ 496 71.2 658 62.2 12554 68.2 1155 77.5 786 59.2

US 3020 69.5 1585 75.4 91 79.1 427 78.7 247 80.2 694 63.8 H/ 7036 65.7

WN H/ 1604 84.4 3809 81.4 H/ H/ H/ 1023 84.9 H/

TOTAL 10792 63.6 8835 78.5 4559 80.9 6486 79.6 13513 81.8 31498 70.5
5156 77.2 10604 64.9

ARRIVAL AIRPORT

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

PHX PIT SAN SEA SFO SLC STL TPA

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

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

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

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

AA 728 72.9 124 78.2 793 75.8 747 75.6 1370 72.6 186 72.6 368 76.6 496
80.6

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

AS 248 58.5 H/ 430 62.3 4266 55.7 550 54.4 H/ H/ H/

CO 360 80.0 112 87.5 275 72.0 368 73.1 519 71.7 120 80.8 54 72.2 439
78.6

DL 646 76.5 248 81.0 464 76.5 589 75.2 742 70.1 4183 85.0 216 76.4 1091
78.0

HP 7131 79.0 H/ 460 68.9 239 62.3 333 55.9 151 57.6 92 38.0 62 71.0

MQ H/ 306 57.8 957 80.3 H/ H/ H/ H/ 178 67.4

NW 341 71.6 184 76.6 217 74.2 712 74.4 494 73.3 124 67.7 433 80.1 309
64.7

TW 186 81.2 178 78.7 124 86.3 186 75.3 279 76.3 124 75.8 10449 86.9 155
86.5

UA 899 74.9 186 59.1 1046 71.9 1625 69.0 6788 72.0 527 78.2 279 65.6 279
63.8

US 279 76.3 8086 75.1 280 76.1 372 72.6 517 71.0 H/ 278 71.6 1202 70.4

WN 5564 83.6 H/ 2386 81.1 1135 75.7 H/ 1201 81.8 2523 82.0 1739 84.6

TOTAL 16382 79.5 9424 74.7 7432 76.4 10239 65.6 11592 70.8 6616 82.3
14692 84.4 5950 77.1

AUGUST 2001

AIR TRAVEL CONSUMER REPORT

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

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 75.8 91.8 79.0 87.6 80.6 J/ 95.2 91.2 92.0 76.1 J/ 87.1
82.3 82.6 100.0 93.0 92.2 90.3

700 - 759 AM 88.4 87.4 91.9 92.4 91.3 90.1 91.3 93.7 92.5 89.0 84.3 87.1
94.2 89.1 96.2 94.9 94.7 86.5

800 - 859 AM 83.5 91.6 93.0 86.8 90.8 88.8 91.6 89.7 88.9 91.3 100.0
88.3 90.5 90.5 89.7 89.4 89.6 92.3

900 - 959 AM 79.6 89.7 91.9 86.7 88.5 90.4 86.5 88.1 87.4 92.8 88.4 89.2
90.2 91.4 91.1 84.7 88.6 90.4

1000 - 1059 AM 86.9 82.9 94.3 87.2 90.3 86.8 84.8 86.9 88.0 89.6 90.3
83.6 86.8 84.8 86.9 69.6 78.4 91.5

1100 - 1159 AM 84.9 77.3 90.5 88.5 85.5 90.2 85.4 84.2 86.1 86.1 83.9
79.4 86.0 74.2 82.3 67.7 80.2 87.3

1200 - 1259 PM 86.6 83.1 84.5 86.2 82.3 83.3 81.8 86.5 86.9 75.9 87.7
89.5 86.8 78.2 78.0 72.7 77.4 87.0

100 - 159 PM 86.9 74.1 83.2 87.1 83.7 81.3 84.1 83.2 85.5 81.3 81.9 80.6
81.6 78.2 81.1 75.6 73.8 85.2

200 - 259 PM 79.0 75.9 81.8 79.8 85.6 83.1 74.4 81.9 84.3 73.7 81.4 81.0
78.8 77.3 74.4 74.5 69.9 81.2

300 - 359 PM 75.4 66.6 73.6 74.6 75.6 77.8 70.4 81.3 83.9 67.6 86.3 80.4
81.6 67.4 74.9 76.8 62.7 85.8

400 - 459 PM 69.1 61.7 72.8 76.9 67.7 72.4 73.2 74.7 80.6 68.4 78.0 71.5
77.8 63.7 71.7 77.3 54.6 81.7

500 - 559 PM 73.2 54.5 67.3 74.4 77.1 68.0 69.3 74.4 80.0 60.8 82.6 63.8
72.3 56.1 67.5 78.1 52.8 70.4

600 - 659 PM 71.4 52.2 60.6 73.8 75.1 65.6 65.2 73.7 74.5 55.8 59.8 65.5
72.7 53.0 74.6 75.4 49.1 69.5

700 - 759 PM 66.8 51.1 62.3 65.9 73.5 56.3 65.7 72.8 79.9 51.7 68.9 65.6
75.2 49.5 73.4 72.6 46.2 65.4

800 - 859 PM 68.3 54.2 66.0 62.6 73.5 67.1 66.0 72.7 79.5 48.3 66.5 62.7
74.4 47.3 71.3 68.5 45.1 61.2

900 - 959 PM 59.8 56.0 62.7 73.2 72.6 60.3 70.4 66.4 72.2 54.5 69.4 65.4
73.4 50.8 73.7 70.5 48.5 70.8

1000 - 1059 PM 68.7 61.9 62.8 72.5 71.0 73.9 68.7 65.1 71.8 55.6 59.8
63.1 62.8 54.4 70.2 64.8 52.6 67.7

1100 - 559 AM 74.4 65.7 67.0 69.1 59.8 69.7 63.2 78.8 73.6 65.1 65.1
73.1 71.7 66.4 75.8 72.9 48.4 69.7

TOTAL, ALL ARRIVALS,

BY AIRPORT 76.3 68.3 74.8 79.7 80.4 76.3 76.9 79.8 82.0 68.2 76.4 73.8
80.3 65.6 78.7 75.4 63.6 78.5

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 98.0 95.2 92.3 90.2 J/ 72.2 94.9 82.1 88.9 83.9 89.5 J/
90.8 86.0 88.7

700 - 759 AM 96.3 88.2 93.5 85.0 91.9 91.0 90.2 87.9 83.1 90.2 97.4 96.8
91.4 93.5 90.7

800 - 859 AM 87.9 88.2 91.9 78.9 92.2 76.4 87.8 82.6 81.9 82.7 90.4 90.3
90.4 97.4 87.6

900 - 959 AM 82.4 91.7 79.8 77.8 93.1 73.6 83.7 82.3 84.4 76.0 76.7 92.4
92.3 89.0 85.4

1000 - 1059 AM 89.5 88.4 80.7 74.3 88.7 84.3 89.6 83.5 84.5 71.2 66.1
88.2 89.4 92.1 83.5

1100 - 1159 AM 89.0 86.6 88.1 73.5 84.5 79.2 87.9 82.9 86.0 68.8 68.6
85.1 93.1 84.6 82.6

1200 - 1259 PM 88.6 80.5 80.6 77.1 80.9 75.6 82.5 86.1 80.5 62.9 72.0
82.0 91.8 85.9 80.9

100 - 159 PM 89.1 87.1 84.7 73.1 83.5 78.3 80.1 80.8 77.4 60.4 74.4 86.7
88.0 86.0 80.9

200 - 259 PM 83.7 81.4 83.9 71.3 72.8 65.0 81.7 70.5 73.3 62.7 74.2 87.1
89.5 83.4 77.5

300 - 359 PM 87.3 80.2 81.9 69.9 78.8 69.2 78.7 77.5 79.2 62.6 67.4 83.6
89.7 76.3 75.9

400 - 459 PM 76.1 77.7 81.5 68.6 66.1 61.2 71.5 71.6 70.0 66.2 73.7 79.3
80.9 81.0 72.1

500 - 559 PM 77.9 78.0 79.1 64.6 70.4 53.4 71.7 65.0 75.0 65.5 68.0 75.2
78.2 78.0 69.9

600 - 659 PM 72.1 75.8 78.2 61.8 77.7 50.1 72.8 63.2 73.8 63.7 71.8 73.0
77.2 66.1 67.6

700 - 759 PM 70.2 72.1 78.9 58.6 72.1 49.0 71.4 69.8 77.0 59.8 68.1 82.4
77.4 68.2 67.7

800 - 859 PM 66.3 66.3 73.2 55.7 69.6 47.2 71.7 61.4 69.0 55.4 63.0 76.7
76.2 66.4 64.4

900 - 959 PM 71.8 73.4 76.2 57.7 69.3 49.9 73.6 64.5 68.0 60.1 67.8 71.6
69.6 61.6 66.3

1000 - 1059 PM 63.8 69.4 72.0 57.3 72.1 50.8 72.5 69.9 70.6 64.6 58.5
60.8 68.6 68.7 65.0

1100 - 559 AM 75.3 71.4 75.8 75.3 69.3 69.2 74.3 71.2 70.6 67.5 67.2
74.8 82.0 67.9 70.0

TOTAL, ALL ARRIVALS,

BY AIRPORT 80.9 79.6 81.8 70.5 77.2 64.9 79.5 74.7 76.4 65.6 70.8 82.3
84.4 77.1 75.6

AUGUST 2001

AIR TRAVEL CONSUMER REPORT

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

BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 91.9 90.1 92.4 92.5 96.6 93.9 93.6 89.6 90.0 91.7 97.5 91.0
97.2 84.8 94.4 94.3 92.7 94.6

700 - 759 AM 90.2 87.5 91.8 89.4 90.8 90.8 90.5 88.1 90.8 91.3 96.4 90.8
93.0 81.8 92.4 91.6 86.7 94.5

800 - 859 AM 89.4 85.3 93.0 90.9 85.7 93.3 90.2 86.2 88.1 87.3 92.6 93.8
88.6 83.3 88.1 88.6 86.8 92.3

900 - 959 AM 86.0 83.8 89.5 90.9 89.3 88.2 86.2 84.1 84.2 87.3 90.9 85.8
90.7 81.4 85.4 85.6 86.6 91.8

1000 - 1059 AM 85.7 84.4 90.7 90.1 88.9 90.9 83.8 85.9 83.7 84.5 91.3
87.1 86.9 81.4 84.4 80.2 84.6 92.3

1100 - 1159 AM 85.7 83.7 88.8 86.4 89.4 89.9 83.9 81.7 82.2 88.3 85.9
86.0 87.1 77.8 77.7 73.6 81.6 89.9

1200 - 1259 PM 82.9 78.3 87.6 84.6 89.1 91.4 81.0 80.1 83.7 84.6 80.4
93.5 83.2 75.2 76.5 72.5 79.0 86.7

100 - 159 PM 81.8 72.1 82.5 83.0 83.2 87.4 80.3 78.7 80.1 82.2 93.8 82.0
85.8 74.2 73.3 77.4 73.0 86.0

200 - 259 PM 81.0 63.8 74.3 82.7 80.6 79.2 77.7 77.1 75.6 77.8 80.8 78.9
80.3 74.9 75.1 74.5 72.7 81.0

300 - 359 PM 72.1 63.3 72.8 72.1 85.7 81.8 71.3 75.2 78.7 73.1 79.0 72.4
77.0 68.9 74.0 76.5 65.3 76.4

400 - 459 PM 71.3 58.0 69.8 69.4 79.6 73.7 67.6 72.7 72.1 67.8 79.3 66.5
76.6 57.7 61.1 77.9 64.4 79.9

500 - 559 PM 70.4 55.4 65.8 73.4 58.1 74.0 63.4 69.2 80.7 59.9 79.0 64.5
75.9 57.3 71.5 75.8 56.8 76.0

600 - 659 PM 71.0 50.9 61.6 65.5 73.6 68.9 68.0 74.1 71.9 60.8 71.6 67.1
79.9 64.2 66.9 77.7 61.3 75.4

700 - 759 PM 70.7 49.7 58.0 74.0 73.6 71.0 64.7 72.9 75.1 57.1 68.4 63.6
77.9 58.6 70.3 73.1 53.8 73.7

800 - 859 PM 69.9 55.0 61.8 72.7 68.3 65.7 60.1 68.4 75.0 53.5 62.7 73.3
78.5 61.8 72.0 76.1 53.3 63.2

900 - 959 PM 67.6 50.4 57.0 70.2 71.8 77.5 64.8 73.3 80.6 22.6 64.4 64.7
81.7 46.0 70.6 77.7 59.6 64.6

1000 - 1059 PM 65.0 92.6 40.7 79.7 72.6 J/ 61.0 75.2 76.4 63.0 J/ 74.2
84.8 57.7 80.0 86.5 68.5 87.1

1100 - 559 AM 70.0 85.2 80.6 48.4 J/ J/ 89.2 82.3 80.6 86.7 96.8 J/ 96.8
71.0 74.9 90.2 J/ J/

TOTAL, ALL DEPARTURES,

BY AIRPORT 78.0 70.8 78.0 79.9 81.2 82.6 76.6 78.0 81.4 76.5 83.2 77.4
83.8 69.9 77.3 80.8 73.4 83.4

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 95.4 90.3 93.8 91.7 93.1 91.8 95.2 93.0 94.9 91.3 93.6 95.8
96.7 95.5 92.7

700 - 759 AM 93.9 89.8 89.7 86.2 89.7 87.3 89.4 90.5 94.2 79.5 89.2 94.1
92.3 94.4 90.0

800 - 859 AM 84.4 86.5 85.4 82.1 88.1 85.9 84.6 89.7 87.2 84.5 90.0 88.5
91.9 91.5 87.7

900 - 959 AM 79.1 87.1 84.2 78.0 89.0 82.0 81.5 87.0 79.0 71.5 82.9 85.8
90.2 92.1 85.1

1000 - 1059 AM 81.8 76.3 82.4 76.5 75.4 84.0 80.1 81.9 77.7 77.6 81.9
91.3 90.6 89.9 83.9

1100 - 1159 AM 80.7 85.8 82.4 73.2 86.8 81.1 84.5 84.9 81.1 66.5 72.8
86.6 86.7 92.1 82.1

1200 - 1259 PM 79.6 83.5 78.8 72.4 79.5 78.7 76.8 87.1 84.0 69.4 71.7
68.5 87.9 86.7 80.2

100 - 159 PM 78.0 78.9 82.3 74.1 79.1 79.5 75.3 81.3 75.8 60.5 74.9 79.4
87.6 87.0 78.6

200 - 259 PM 77.4 78.6 80.8 70.6 83.3 75.0 71.2 75.3 74.4 66.7 75.9 89.7
87.4 79.7 76.9

300 - 359 PM 66.4 69.8 79.6 68.5 71.8 67.8 73.2 62.4 77.7 64.0 77.4 83.1
83.4 72.2 73.5

400 - 459 PM 69.6 72.4 81.2 66.1 77.8 68.7 71.2 73.1 76.5 68.3 72.9 80.5
87.2 76.6 71.2

500 - 559 PM 70.6 66.7 79.9 60.0 71.3 60.4 65.8 70.2 72.2 68.6 73.9 79.8
78.8 71.0 69.1

600 - 659 PM 60.9 78.8 77.7 62.1 73.9 60.7 72.7 66.6 78.3 67.5 72.5 71.8
77.5 73.5 69.1

700 - 759 PM 62.5 68.7 79.5 57.6 77.1 54.1 70.5 70.8 77.1 64.5 69.5 76.2
77.9 74.2 67.8

800 - 859 PM 63.1 70.6 78.6 58.5 73.4 60.3 68.9 73.9 78.2 60.6 63.8 77.0
76.4 69.4 67.7

900 - 959 PM 50.0 77.4 J/ 54.4 75.9 59.7 76.3 68.5 76.6 61.7 81.8 76.6
75.4 56.1 68.5

1000 - 1059 PM J/ 71.0 80.4 68.4 80.6 53.8 85.7 71.3 83.0 83.0 83.8 77.2
76.1 93.5 76.8

1100 - 559 AM J/ 79.8 80.6 91.3 88.8 93.5 95.1 J/ 98.4 86.7 86.1 89.2
73.7 90.3 81.3

TOTAL, ALL DEPARTURES,

BY AIRPORT 76.2 78.7 82.0 71.0 82.3 73.0 78.0 78.2 82.0 72.8 79.4 83.5
84.2 83.8 78.1

> AUGUST 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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> DL 1993 JFK-ATL 1715 31 93.55 87 71
>
> DL 96 ATL-JFK 1400 31 90.32 57 31
>
> HP 155 PHX-STL 1749 30 90.00 51 35
>
> AS 364 GEG-SEA 1330 31 87.10 48 28
>
> WN 1201 LAS-PHX 1805 31 87.10 41 44
>
> AS 391 SFO-SEA 1620 23 86.96 43 30
>
> UA 1868 ORD-PHL 1600 27 85.19 49 37
>
> AS 453 LAX-SEA 1331 27 85.19 42 38
>
> WN 1201 SJC-LAS 1630 27 85.19 35 32
>
> MQ 5123 BOS-JFK 1810 31 83.87 78 61
>
> MQ 5051 JFK-PIT 1605 31 83.87 65 38
>
> AS 549 SFO-SEA 1755 31 83.87 47 41
>
> WN 1110 SAN-SJC 1500 31 83.87 24 22
>
> UA 672 ORD-LGA 1900 30 83.33 64 61
>
> UA 674 ORD-LGA 1800 31 80.65 62 41
>
> AS 420 SEA-SFO 2110 31 80.65 44 30
>
> NW 84 MSP-PHL 1310 31 80.65 42 35
>
> HP 494 PHX-DEN 1743 31 80.65 41 30
>
> US 1473 CLT-ATL 2110 31 80.65 38 21
>
> AA 772 DFW-LGA 1910 31 80.65 27 28
>
> AUGUST 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 492 19 3.9
>
> AMERICAN EAGLE 1440 25 1.7
>
> UNITED 2179 26 1.2
>
> AMERICA WEST 619 6 1.0
>
> US AIRWAYS 2029 14 0.7
>
> DELTA 2428 13 0.5
>
> AMERICAN 2141 9 0.4
>
> CONTINENTAL 1191 4 0.3
>
> SOUTHWEST 2782 7 0.3
>
> NORTHWEST 1638 4 0.2
>
> ALOHA 191 0 0.0
>
> TRANS WORLD 734 0 0.0
>
> TOTAL 17,864 127 0.7
>
> AUGUST 2001
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT
>
> PERCENT REPORTED PERCENT REPORTED
>
> ON-TIME OPERATIONS ON-TIME OPERATIONS
>
> CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> ABILENE, TX. (ABI) 84.7 92.3 209 209 DULUTH, MN. (DLH) 75.8 86.0 178
> 178
>
> AGUADILLA, P.R. (BQN) 32.3 96.8 31 31 DUTCH HARBOR, AK. (DUT) 72.6
> 66.1 62 62
>
> AKRON/CANTON, OH. (CAK) 78.7 92.1 89 89 EL PASO, TX. (ELP) 78.6 84.7
> 1,928 1,926
>
> ALBANY, N.Y. (ALB) 69.3 80.9 1,503 1,500 ELMIRA, N.Y. (ELM) 85.0 86.7
> 120 120
>
> ALBUQUERQUE, N.M. (ABQ) 79.0 82.5 3,276 3,275 ERIE, PA. (ERI) 80.6
> 89.5 124 124
>
> ALLENTOWN, PA. (ABE) 74.8 84.7 484 484 EUGENE, OR. (EUG) 72.0 80.6 186
> 186
>
> AMARILLO, TX. (AMA) 77.9 86.9 511 511 EVANSVILLE, IN. (EVV) 67.1 72.5
> 143 142
>
> ANCHORAGE, AK. (ANC) 74.6 82.0 2,512 2,512 FAIRBANKS, AK. (FAI) 78.1
> 87.0 584 585
>
> ASHEVILLE, N.C. (AVL) 71.6 89.7 155 155 FARGO, N.D. (FAR) 78.1 92.3
> 155 155
>
> ATLANTA, GA. (ATL) 76.3 78.0 22,637 22,644 FAYETTEVILLE ARKANSAS REG
> (XNA) 71.6 80.9 517 518
>
> AUSTIN, TX. (AUS) 79.1 87.1 3,857 3,862 FAYETTEVILLE, N.C. (FAY) 88.7
> 93.5 62 62
>
> BAKERSFIELD, CA. (BFL) 85.2 78.7 155 155 FLINT, MI. (FNT) 84.2 91.7
> 120 120
>
> BALTIMORE, MD. (BWI) 74.8 78.0 8,926 8,925 FRESNO, CA. (FAT) 79.7 81.0
> 399 399
>
> BANGOR, ME. (BGR) 50.8 63.2 427 427 FT. LAUDERDALE, FL. (FLL) 76.4
> 83.2 4,633 4,635
>
> BARROW, AK. (BRW) 75.0 81.3 80 80 FT. MYERS, FL. (RSW) 77.8 84.8 1,398
> 1,394
>
> BATON ROUGE, LA. (BTR) 70.3 84.9 364 364 FT. SMITH, AR. (FSM) 74.9
> 92.1 239 240
>
> BEAUMONT/PORT ARTHUR, TX (BPT) 82.8 91.4 151 151 FT. WAYNE, IN. (FWA)
> 66.5 76.4 182 182
>
> BETHEL, AK. (BET) 75.3 78.5 93 93 GRAND FORKS, N.D. (GFK) 82.4 100.0
> 17 16
>
> BILLINGS, MT. (BIL) 79.2 91.0 279 279 GRAND RAPIDS, MI. (GRR) 71.2
> 82.1 979 979
>
> BIRMINGHAM, AL. (BHM) 79.9 84.6 1,708 1,712 GREAT FALLS, MT. (GTF)
> 86.2 93.1 159 159
>
> BISMARCK, N.D. (BIS) 74.2 94.4 124 124 GREEN BAY, WI. (GRB) 79.3 87.6
> 387 386
>
> BLOOMINGTON, IL. (BMI) 70.8 83.3 120 120 GREENBRIER, W.V. (LWB) 85.7
> 85.7 14 14
>
> BOISE, ID. (BOI) 79.7 84.0 1,076 1,077 GREENSBORO/HIGH PT., N.C. (GSO)
> 71.6 83.9 1,368 1,364
>
> BOSTON, MA. (BOS) 68.3 70.8 12,670 12,674 GREENVILLE/SPARTBG., S.C.
> (GSP) 76.4 84.4 665 666
>
> BOZEMAN, MT. (BZN) 75.9 96.2 158 159 GULFPORT/BILOXI, MS. (GPT) 84.9
> 94.6 93 93
>
> BRISTOL, TN. (TRI) 95.2 93.5 62 62 GUSTAVUS, AK. (GST) 77.4 74.2 31 31
>
> BROWNSVILLE, TX. (BRO) 63.0 66.7 27 27 HARLINGEN, TX. (HRL) 75.8 80.3
> 458 457
>
> BUFFALO, N.Y. (BUF) 73.4 81.0 1,962 1,956 HARRISBURG, PA. (MDT) 71.8
> 83.2 624 624
>
> BURBANK, CA. (BUR) 81.6 84.2 2,443 2,443 HARTFORD, CT./SPGFLD, MA.
> (BDL) 75.3 82.7 3,318 3,323
>
> BURLINGTON, VT. (BTV) 60.7 78.2 422 422 HELENA, MT. (HLN) 90.3 95.7 93
> 93
>
> CEDAR RAPIDS/IOWA CTY,IA. (CID) 73.8 84.4 671 673 HILO, HAWAII, HI.
> (ITO) 82.7 87.6 434 434
>
> CHAMPAIGN, IL. (CMI) 74.8 76.8 155 155 HONOLULU, OAHU, HI. (HNL) 85.1
> 88.0 3,455 3,456
>
> CHARLESTON, S.C. (CHS) 77.3 89.1 532 532 HOUSTON, TX. (HOU) 78.3 74.9
> 5,264 5,265
>
> CHARLESTON, W.V. (CRW) 76.3 83.9 93 93 HOUSTON, TX. (IAH) 80.3 83.8
> 11,667 11,666
>
> CHARLOTTE, N.C. (CLT) 79.7 79.9 11,692 11,691 HUNTSVILLE/DECATUR, AL.
> (HSV) 73.6 89.2 519 519
>
> CHATTANOOGA, TN. (CHA) 78.6 89.6 182 182 INDIANAPOLIS, IN. (IND) 75.2
> 84.1 3,437 3,437
>
> CHICAGO, IL. (MDW) 80.9 76.2 4,559 4,558 INDIO/PALM SPRINGS, CA. (PSP)
> 69.5 77.2 367 368
>
> CHICAGO, IL. (ORD) 70.5 71.0 31,498 31,507 ISLIP/LONG IS., N.Y. (ISP)
> 72.2 78.0 1,127 1,127
>
> CINCINNATI, OH. (CVG) 80.4 81.2 5,880 5,887 ITHACA, N.Y. (ITH) 84.2
> 91.7 120 120
>
> CLEVELAND, OH. (CLE) 78.1 84.4 4,714 4,713 JACKSON/VICKSBURG, MS.
> (JAN) 74.8 83.4 825 824
>
> COLLEGE STATION, TX. (CLL) 86.2 90.8 217 217 JACKSON, WY. (JAC) 69.4
> 77.1 108 109
>
> COLORADO SPRINGS, CO. (COS) 74.6 85.6 1,110 1,110 JACKSONVILLE, FL.
> (JAX) 78.5 86.9 2,261 2,261
>
> COLUMBIA, S.C. (CAE) 79.8 86.1 337 337 JUNEAU, AK. (JNU) 76.2 81.2 597
> 597
>
> COLUMBUS, OH. (CMH) 74.1 83.6 3,488 3,489 KAHULUI, MAUI, HI. (OGG)
> 84.7 85.0 1,498 1,498
>
> CORDOVA, AK. (CDV) 64.5 67.7 62 62 KALAMAZOO, MI. (AZO) 67.0 81.8 209
> 209
>
> CORPUS CHRISTI, TX. (CRP) 73.4 82.0 482 484 KALISPELL, MT. (FCA) 88.4
> 91.6 155 155
>
> DALLAS/FT. WORTH, TX. (DAL) 80.3 78.3 4,330 4,331 KANSAS CITY, MO.
> (MCI) 78.8 85.2 5,535 5,537
>
> DALLAS/FT. WORTH, TX. (DFW) 79.8 78.0 28,092 28,072 KETCHIKAN, AK.
> (KTN) 76.0 82.8 279 279
>
> DAYTON, OH. (DAY) 71.0 83.1 980 979 KEY WEST, FL. (EYW) 78.0 82.8 186
> 186
>
> DAYTONA BEACH, FL. (DAB) 74.2 91.0 155 155 KILLEEN, TX. (ILE) 74.4
> 83.6 273 275
>
> DEADHORSE, AK. (SCC) 81.8 86.4 44 44 KING SALMON, AK. (AKN) 71.1 75.6
> 45 45
>
> DENVER, CO. (DEN) 76.9 76.6 12,530 12,530 KNOXVILLE, TN. (TYS) 77.1
> 88.4 558 558
>
> DES MOINES, IA. (DSM) 74.2 84.6 796 797 KODIAK, AK. (ADQ) 74.2 75.8 62
> 62
>
> DETROIT, MI. (DTW) 82.0 81.4 13,669 13,669 KONA, HAWAII., HI. (KOA)
> 83.7 88.4 803 803
>
> DILLINGHAM, AK. (DLG) 70.5 68.2 44 44 KOTZEBUE, AK. (OTZ) 61.3 62.4 93
> 93
>
> DUBUQUE, IA. (DBQ) 73.3 84.2 120 120 LA CROSSE, WI. (LSE) 77.5 82.8
> 151 151
>
> AUGUST 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.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> LAFAYETTE, LA. (LFT) 69.8 87.4 182 182 RAPID CITY, S.D. (RAP) 86.4
> 92.9 154 155
>
> LANSING, MI. (LAN) 79.5 92.6 244 244 RED RIVER, ND (RDR) 80.0 100.0 15
> 16
>
> LAREDO, TX. (LRD) 70.7 83.1 123 124 RENO, NV. (RNO) 79.9 81.5 2,211
> 2,211
>
> LAS VEGAS, NV. (LAS) 78.7 77.3 11,981 11,979 RICHMOND, VA. (RIC) 73.1
> 81.3 1,726 1,725
>
> LAWTON, OK. (LAW) 75.1 88.2 185 186 ROANOKE, VA. (ROA) 73.6 83.5 182
> 182
>
> LEXINGTON/FRKFT, KY. (LEX) 76.7 91.0 279 279 ROCHESTER, MN. (RST) 79.0
> 86.2 181 181
>
> LIHUE, KAUAI, HI. (LIH) 83.2 88.5 834 834 ROCHESTER, N.Y. (ROC) 71.5
> 80.3 1,394 1,394
>
> LINCOLN, NE. (LNK) 81.0 89.7 58 58 SACRAMENTO, CA. (SMF) 80.1 83.5
> 3,702 3,702
>
> LITTLE ROCK, AR. (LIT) 77.7 86.1 1,398 1,396 SAGINAW, MI. (MBS) 85.1
> 93.7 174 174
>
> LONG BEACH, CA. (LGB) 79.0 88.9 271 271 SALT LAKE CITY, UT. (SLC) 82.3
> 83.5 6,616 6,609
>
> LONGVIEW, TX. (GGG) 76.8 90.3 155 154 SAN ANGELO, TX. (SJT) 79.7 92.9
> 182 182
>
> LOS ANGELES, CA. (LAX) 75.4 80.8 20,926 20,916 SAN ANTONIO, TX. (SAT)
> 79.2 87.4 3,265 3,265
>
> LOUISVILLE, KY. (SDF) 77.5 85.3 1,902 1,904 SAN DIEGO, CA. (SAN) 76.4
> 82.0 7,432 7,436
>
> LUBBOCK, TX. (LBB) 77.2 85.1 725 725 SAN FRANCISCO, CA. (OAK) 78.1
> 78.2 5,770 5,769
>
> MADISON, WI. (MSN) 74.5 86.3 541 542 SAN FRANCISCO, CA. (SFO) 70.8
> 79.4 11,592 11,595
>
> MANCHESTER, N.H. (MHT) 73.1 81.0 1,479 1,479 SAN JOSE, CA. (SJC) 78.1
> 81.0 6,682 6,682
>
> MARQUETTE, MI. (MQT) 58.1 87.1 31 31 SAN JUAN, P.R. (SJU) 79.5 85.8
> 2,184 2,183
>
> MEDFORD, OR. (MFR) 75.8 75.8 124 124 SAN LUIS OBISPO, CA. (SBP) 82.2
> 79.3 208 213
>
> MELBOURNE, FL. (MLB) 75.5 90.3 155 155 SANTA BARBARA, CA. (SBA) 78.0
> 78.2 554 554
>
> MEMPHIS, TN. (MEM) 83.6 85.7 5,184 5,181 SARASOTA/BRAD., FL. (SRQ)
> 83.2 91.3 310 310
>
> MIAMI, FL. (MIA) 79.6 78.7 6,486 6,490 SAVANNAH, GA. (SAV) 73.4 89.0
> 655 655
>
> MIDLAND/ODESSA, TX. (MAF) 76.7 83.1 658 658 SCRANTON/WILKES-BARRE,PA.
> (AVP) 62.1 86.3 124 124
>
> MILWAUKEE, WI. (MKE) 73.5 86.1 1,557 1,556 SEATTLE, WA. (SEA) 65.6
> 72.8 10,239 10,243
>
> MINNEAPLS/ST.P, MN. (MSP) 81.8 82.0 13,513 13,504 SHREVEPORT, LA.
> (SHV) 77.0 84.9 549 557
>
> MINOT, N.D. (MOT) 81.7 91.4 93 93 SIOUX FALLS, S.D. (FSD) 81.8 94.5
> 275 275
>
> MISSION/MCALLEN, TX. (MFE) 74.5 88.7 275 275 SITKA, AK. (SIT) 78.5
> 86.6 186 186
>
> MISSOULA, MT. (MSO) 80.5 95.2 185 186 SOUTH BEND, IN. (SBN) 86.7 94.8
> 98 97
>
> MOBILE,AL./PASCAGOULA,MS. (MOB) 68.2 81.9 277 277 SPOKANE, WA. (GEG)
> 74.0 81.1 1,134 1,134
>
> MOLINE, IL. (MLI) 89.0 93.4 182 182 SPRINGFIELD, MO. (SGF) 72.3 85.4
> 426 426
>
> MONROE, LA. (MLU) 77.4 89.0 124 118 ST. CROIX, V.I. (STX) 83.9 87.1 62
> 62
>
> MONTEREY, CA. (MRY) 82.5 74.3 217 218 ST. LOUIS, MO. (STL) 84.4 84.2
> 14,692 14,690
>
> MYRTLE BEACH, S.C. (MYR) 78.9 90.6 256 256 ST. THOMAS, V.I. (STT) 78.0
> 90.1 223 223
>
> NASHVILLE, TN. (BNA) 81.5 85.2 4,933 4,928 SYRACUSE, N.Y. (SYR) 72.3
> 82.3 957 954
>
> NEW ORLEANS, LA. (MSY) 79.7 85.8 4,424 4,424 TALLAHASSEE, FL. (TLH)
> 69.4 88.7 124 124
>
> NEW YORK, N.Y. (JFK) 65.6 69.9 6,037 6,032 TAMPA, FL. (TPA) 77.1 83.8
> 5,950 5,949
>
> NEW YORK, N.Y. (LGA) 63.6 73.4 10,792 10,790 TEXARKANA, AR. (TXK) 81.5
> 90.7 151 150
>
> NEWARK, N.J. (EWR) 68.2 76.5 11,447 11,451 TOLEDO, OH. (TOL) 67.0 75.3
> 182 182
>
> NEWBURGH, N.Y. (SWF) 71.0 76.6 124 124 TRAVERSE CITY, MI. (TVC) 71.3
> 78.1 320 319
>
> NOME, AK. (OME) 58.1 58.1 93 93 TUCSON, AZ. (TUS) 78.5 85.6 1,752
> 1,752
>
> NORFOLK/VA. BEACH, VA. (ORF) 72.8 82.2 1,652 1,654 TULSA, OK. (TUL)
> 78.0 86.1 2,070 2,068
>
> OKLAHOMA CITY, OK. (OKC) 78.4 85.9 1,941 1,943 TYLER, TX. (TYR) 80.6
> 90.3 279 278
>
> OMAHA, NE. (OMA) 76.6 84.1 1,667 1,668 VALPARAISO, FL. (VPS) 86.3 92.7
> 124 124
>
> ONTARIO, CA. (ONT) 80.9 85.5 3,185 3,185 WACO, TX. (ACT) 79.2 86.7 240
> 240
>
> ORANGE COUNTY, CA. (SNA) 77.8 81.6 4,024 4,023 WASHINGTON, D.C. (DCA)
> 76.3 82.6 8,329 8,338
>
> ORLANDO, FL. (MCO) 78.5 83.4 8,835 8,837 WASHINGTON, D.C. (IAD) 73.8
> 77.4 5,018 5,019
>
> PASCO, WA. (PSC) 78.5 84.9 93 93 WEST PALM BEACH, FL. (PBI) 78.5 85.5
> 2,189 2,189
>
> PENSACOLA, FL. (PNS) 74.4 86.9 465 465 WHITE PLAINS, N.Y. (HPN) 65.9
> 71.7 722 721
>
> PEORIA, IL. (PIA) 67.5 76.8 151 151 WICHITA FALLS, TX. (SPS) 80.0 86.5
> 155 155
>
> PETERSBURG, AK. (PSG) 67.7 74.2 62 62 WICHITA, KS. (ICT) 73.9 86.6 720
> 718
>
> PHILADELPHIA, PA. (PHL) 64.9 73.0 10,604 10,599 WILMINGTON, N.C. (ILM)
> 76.3 91.9 186 186
>
> PHOENIX, AZ. (PHX) 79.5 78.0 16,382 16,384 WORCESTER, MA. (ORH) 65.6
> 79.6 93 93
>
> PITTSBURGH, PA. (PIT) 74.7 78.2 9,424 9,419 WRANGELL, AK. (WRG) 69.4
> 75.8 62 62
>
> PORTLAND, ME. (PWM) 65.9 72.3 1,010 1,008 YAKUTAT, AK. (YAK) 62.9 67.7
> 62 62
>
> PORTLAND, OR. (PDX) 77.2 82.3 5,156 5,157
>
> PROVIDENCE, R.I. (PVD) 72.6 79.9 2,689 2,690
>
> RALEIGH/DURHAM, N.C. (RDU) 74.1 82.5 3,472 3,481

AUGUST 2001

AIR TRAVEL CONSUMER REPORT

TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS

BY CARRIER

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

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

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

AIRPORTS OPERATIONS OPERATIONS OPERATIONS AIRPORTS OPERATIONS OPERATIONS
OPERATIONS

CARRIER A/ REPORTED SCHEDULED CANCELLED CANCELLED REPORTED SCHEDULED
CANCELLED CANCELLED

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

AMERICAN EAGLE S/ 18 25566 1426 5.6 104 43824 2378 5.4

AMERICAN S/ 32 50207 1849 3.7 93 65542 2186 3.3

DELTA S/ 31 56264 1774 3.2 109 74892 2191 2.9

UNITED S/ 31 54609 1643 3.0 89 66646 1909 2.9

US AIRWAYS S/ 28 47050 1321 2.8 87 62264 1671 2.7

AMERICA WEST S/ 26 14724 309 2.1 52 19015 398 2.1

ALASKA S/ 8 8143 125 1.5 37 15124 282 1.9

NORTHWEST S/ 32 34057 620 1.8 112 49821 771 1.5

CONTINENTAL S/ 31 26716 406 1.5 85 35116 492 1.4

TRANS WORLD S/ 30 17061 258 1.5 69 22364 318 1.4

ALOHA S/ 1 93 0 N/A 8 5912 71 1.2

SOUTHWEST S/ 15 35405 223 0.6 58 83831 651 0.8

T O T A L 369,895 9,954 2.7 544,351 13,318 2.4

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

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

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

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

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

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

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

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

**H** Carrier did not serve airport.

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

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

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

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

**V** Carrier reported data voluntarily.

**[APPENDIX]{.underline}**

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

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

***AUGUST***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             | **  |       |       |   | **AU |        |       |
|   |             | AUG |       |       |   | GUST |        |       |
|   |             | UST |       |       |   | 20   |        |       |
|   |             | 200 |       |       |   | 00** |        |       |
|   |             | 1** |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| # | ####        | *   | **ENP | *     |   | **T  | **EN   | *     |
| # | ### AIRLINE | *TO | LANED | *REPO |   | OTAL | PLANED | *REPO |
| # |             | TAL | PA    | RTS** |   | BAG  | PASSEN | RTS** |
| # |             | B   | SSENG |       |   | GAGE | GERS** |       |
| # |             | AGG | ERS** | **PER |   | R    |        | **PER |
| # |             | AGE |       | 1,000 |   | EPOR |        | 1,000 |
| # |             | REP |       | PA    |   | TS** |        | PA    |
|   |             | ORT |       | SSENG |   |      |        | SSENG |
| R |             | S** |       | ERS** |   |      |        | ERS** |
| A |             |     |       |       |   |      |        |       |
| N |             |     |       |       |   |      |        |       |
| K |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | ALASKA      | 4,  | 1,33  | **3   |   | 4    | 1,1    | **3   |
|   | AIRLINES    | 604 | 8,333 | .44** |   | ,396 | 88,971 | .70** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 2 | DELTA AIR   | 31, | 8,77  | **3   |   | 36   | 9,0    | **3   |
|   | LINES       | 634 | 0,863 | .61** |   | ,026 | 86,764 | .96** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 3 | US AIRWAYS  | 20, | 5,33  | **3   |   | 26   | 5,2    | **4   |
|   |             | 711 | 2,324 | .88** |   | ,261 | 59,312 | .99** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 4 | NORTHWEST   | 20, | 4,84  | **4   |   | 23   | 4,6    | **5   |
|   | AIRLINES    | 087 | 5,512 | .15** |   | ,372 | 05,072 | .08** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 5 | AMERICA     | 8,  | 1,99  | **4   |   | 14   | 1,8    | **8   |
|   | WEST        | 279 | 4,870 | .15** |   | ,744 | 06,771 | .16** |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 6 | SOUTHWEST   | 31, | 7,46  | **4   |   | 31   | 6,4    | **4   |
|   | AIRLINES    | 689 | 9,209 | .24** |   | ,958 | 63,421 | .94** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 7 | CONTINENTAL | 16, | 3,69  | **4   |   | 18   | 3,2    | **5   |
|   | AIRLINES    | 169 | 0,416 | .38** |   | ,291 | 42,814 | .64** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 8 | AMERICAN    | 30, | 6,59  | **4   |   | 34   | 6,6    | **5   |
|   | AIRLINES    | 006 | 5,558 | .55** |   | ,563 | 93,174 | .16** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 9 | UNITED      | 38, | 7,27  | **5   |   | 44   | 6,1    | **7   |
|   | AIRLINES    | 639 | 2,347 | .31** |   | ,354 | 79,481 | .18** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | TRANS WORLD | 11, | 2,03  | **5   |   | 17   | 2,4    | **7   |
| 0 | AIRLINES    | 555 | 9,589 | .67** |   | ,515 | 49,864 | .15** |
+---+-------------+-----+-------+-------+---+------+--------+-------+
| 1 | AMERICAN    | 7,  | 1,14  | **6   |   | \*   | \*     |       |
| 1 | EAGLE       | 671 | 6,142 | .69** |   |      |        |       |
|   | AIRLINES    |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   |             |     |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+
|   | TOTALS      | 2   | 50,49 | **4   |   | 251  | 46,9   | **5   |
|   |             | 21, | 5,163 | .38** |   | ,480 | 75,644 | .35** |
|   |             | 044 |       |       |   |      |        |       |
+---+-------------+-----+-------+-------+---+------+--------+-------+

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

***APRIL-JUNE***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **APRIL-JUNE 2001**                                                **APRIL-JUNE 2000**                               

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

                          Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                               

  1      ***US AIRWAYS*** 21,067                420           16,307,218    **0.26**         24,204                1,289         14,953,990    **0.86**

                                                                                                                                               

  2      ***AMERICAN      32,630                591           19,572,339    **0.30**         53,675                888           20,443,165    **0.43**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  3      ***NORTHWEST     20,849                615           13,640,023    **0.45**         33,650                996           13,888,081    **0.72**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  4      ***AMERICA WEST  13,305                248           5,428,973     **0.46**         15,027                724           5,311,373     **1.36**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  5      ***AMERICAN      710                   31            514,564       **0.60**         1,102                 313           612,754       **5.11**
         EAGLE                                                                                                                                 
         AIRLINES***                                                                                                                           

                                                                                                                                               

  6      ***CONTINENTAL   21,880                819           10,599,436    **0.77**         19,682                1,585         10,416,581    **1.52**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  7      ***DELTA AIR     55,258                2,191         25,248,388    **0.87**         69,685                952           27,353,224    **0.35**
         LINES***                                                                                                                              

                                                                                                                                               

  8      ***UNITED        52,122                2,555         19,506,801    **1.31**         35,714                4,106         20,681,091    **1.99**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  9      ***ALASKA        8,134                 599           3,691,239     **1.62**         11,543                627           3,430,810     **1.83**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  10     ***TRANS WORLD   10,481                1,076         6,049,612     **1.78**         20,874                2,385         6,950,633     **3.43**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  11     ***SOUTHWEST     22,868                3,710         19,957,851    **1.86**         25,397                3,959         18,827,259    **2.10**
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     259,304               12,855        140,516,444   **0.91**         310,553               17,824        142,868,961   **1.25**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY-JUNE***

***PASSENGERS DENIED BOARDING***

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

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

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

                          Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                               

  1      ***AMERICAN      73,451                1,273         37,389,953    **0.34**         120,973               1,990         39,020,739    **0.51**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  2      ***US AIRWAYS*** 47,551                1,128         29,857,602    **0.38**         46,743                2,287         27,354,705    **0.84**

                                                                                                                                               

  3      ***AMERICA WEST  29,424                495           10,482,306    **0.47**         32,381                1,565         10,007,063    **1.56**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  4      ***NORTHWEST     44,997                1,237         25,657,935    **0.48**         58,472                1,137         26,020,280    **0.44**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  5      ***DELTA AIR     106,156               3,124         48,025,878    **0.65**         117,207               2,013         51,695,270    **0.39**
         LINES***                                                                                                                              

                                                                                                                                               

  6      ***CONTINENTAL   38,989                2,068         20,200,878    **1.02**         35,290                2,434         19,995,375    **1.22**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  7      ***UNITED        84,814                3,967         36,787,239    **1.08**         65,910                7,112         39,298,620    **1.81**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  8      ***ALASKA        17,135                1,077         6,883,305     **1.56**         18,473                1,091         6,591,505     **1.66**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  9      ***SOUTHWEST     43,418                6,521         37,874,241    **1.72**         50,249                6,755         35,245,627    **1.92**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  10     ***TRANS WORLD   22,726                2,433         11,302,421    **2.15**         35,057                3,453         12,805,926    **2.70**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  11     ***AMERICAN      1,198                 233           1,023,408     **2.28**         1,610                 442           1,151,196     **3.84**
         EAGLE                                                                                                                                 
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     509,859               23,556        265,485,166   **0.89**         582,365               30,279        269,186,306   **1.12**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

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

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

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

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

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

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

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

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

Table 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------
                  **AUGUST                                            **AUGUST                              
                  2001**                                              2000**                                

                  Complaints   Opinions   Compliments   Info          Complaints   Opinions   Compliments   Info
                                                        Requests                                            Requests

                                                                                                            

  U.S. Airlines   1,615        106        3             51            2,659        43         28            65

  Foreign         207          2          0             9             224          1          3             2
  Airlines                                                                                                  

  Travel Agents   21           0          0             0             16           0          0             0

  Tour Operators  9            1          0             0             4            0          0             0

  Miscellaneous   28           20         0             20            8            31         0             5

  Industry Totals 1,880        129        3             80            2,911        75         31            72
  --------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------

Table 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^4]

  ------------------- --------- -------------------- -------------- -- --------- ---------------- --------------
                      AUGUST                                           AUGUST                     
                      2001                                             2000                       

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

                                                                                                  

  FLIGHT PROBLEMS     1         639                                    1         1,360            

  DELAYS                                             225                                          472

  CANCELLATIONS                                      201                                          583

  MISCONNECTIONS                                     65                                           164

                                                                                                  

  CUSTOMER SERVICE    2         378                                    2         568              

                                                                                                  

  BAGGAGE             3         266                                    3         407              

                                                                                                  

  RES/TKTG/BOARDING   4         211                                    4         167              

                                                                                                  

  OTHER               5         84                                     5         93               

  FREQUENT FLYER                                     18                                           44

                                                                                                  

  DISABILITY          6         81                                     9         42               

                                                                                                  

  OVERSALES           7         76                                     7         91               

                                                                                                  

  REFUNDS             8         75                                     6         92               

                                                                                                  

  FARES               9         59                                     8         75               

                                                                                                  

  TOURS OR CHARTERS   10        6                                      10        8                

                                                                                                  

  ADVERTISING         11        5                                      11        8                

                                                                                                  

  ANIMALS             12        0                                      12        0                

                                                                                                  

  COMPLAINT TOTAL               1,880                                            2,911            
  ------------------- --------- -------------------- -------------- -- --------- ---------------- --------------

Table 3

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S. AIRLINES

BY COMPLAINT CATEGORY[^6]

AUGUST 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>19</td>
<td>1</td>
<td>6</td>
<td>2</td>
<td>0</td>
<td>8</td>
<td>7</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>47</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>8</td>
<td>0</td>
<td>7</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>21</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>33</td>
<td>2</td>
<td>7</td>
<td>2</td>
<td>2</td>
<td>8</td>
<td>14</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>75</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>65</td>
<td>7</td>
<td>22</td>
<td>8</td>
<td>10</td>
<td>28</td>
<td>35</td>
<td>6</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>11</td>
<td>193</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE AIRLINES</td>
<td>18</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>6</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>35</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>15</td>
<td>3</td>
<td>5</td>
<td>1</td>
<td>3</td>
<td>2</td>
<td>11</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>43</td>
</tr>
<tr class="odd">
<td>ATLANTIC COAST AIRLINES</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="even">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>10</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>13</td>
</tr>
<tr class="odd">
<td>CHAMPION AIR</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>6</td>
</tr>
<tr class="even">
<td>COMAIR</td>
<td>5</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>12</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>20</td>
<td>3</td>
<td>9</td>
<td>5</td>
<td>4</td>
<td>15</td>
<td>30</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
<td>95</td>
</tr>
<tr class="even">
<td>CONTINENTAL EXPRESS</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>9</td>
</tr>
<tr class="odd">
<td>DELTA AIR LINES</td>
<td>69</td>
<td>4</td>
<td>28</td>
<td>9</td>
<td>8</td>
<td>34</td>
<td>34</td>
<td>9</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>11</td>
<td>207</td>
</tr>
<tr class="even">
<td>DELTA CONNECTION</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
</tr>
<tr class="odd">
<td>FRONTIER AIRLINES</td>
<td>6</td>
<td>0</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>15</td>
</tr>
<tr class="even">
<td>HAWAIIAN AIRLINES</td>
<td>2</td>
<td>1</td>
<td>2</td>
<td>2</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>14</td>
</tr>
<tr class="odd">
<td>HORIZON AIRLINES</td>
<td>2</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>12</td>
</tr>
<tr class="even">
<td>JETBLUE</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="odd">
<td>MESABA AVIATION</td>
<td>3</td>
<td>0</td>
<td>2</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>7</td>
</tr>
<tr class="even">
<td>MIDWAY AIRLINES</td>
<td>5</td>
<td>0</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>16</td>
</tr>
<tr class="odd">
<td>NATIONAL AIRLINES</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>4</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>14</td>
</tr>
<tr class="even">
<td>NORTHWEST AIRLINES</td>
<td>41</td>
<td>6</td>
<td>19</td>
<td>6</td>
<td>5</td>
<td>16</td>
<td>27</td>
<td>10</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>133</td>
</tr>
<tr class="odd">
<td>SOUTHWEST AIRLINES</td>
<td>4</td>
<td>2</td>
<td>7</td>
<td>1</td>
<td>1</td>
<td>4</td>
<td>7</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>32</td>
</tr>
<tr class="even">
<td>SPIRIT AIRLINES</td>
<td>16</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>7</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>29</td>
</tr>
<tr class="odd">
<td>SUN COUNTRY AIRLINES</td>
<td>5</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>14</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>11</td>
<td>2</td>
<td>2</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>9</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>33</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>119</td>
<td>13</td>
<td>25</td>
<td>7</td>
<td>10</td>
<td>37</td>
<td>81</td>
<td>8</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>8</td>
<td>308</td>
</tr>
<tr class="even">
<td>UNITED EXPRESS</td>
<td>21</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>32</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>47</td>
<td>2</td>
<td>17</td>
<td>4</td>
<td>2</td>
<td>11</td>
<td>30</td>
<td>9</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>8</td>
<td>130</td>
</tr>
<tr class="even">
<td>US AIRWAYS EXPRESS</td>
<td>3</td>
<td>0</td>
<td>1</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>6</td>
</tr>
<tr class="odd">
<td>OTHER U.S. AIRLINES</td>
<td>24</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>8</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>5</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 AUGUST 2001</td>
<td>583</td>
<td>62</td>
<td>175</td>
<td>52</td>
<td>54</td>
<td>207</td>
<td>332</td>
<td>72</td>
<td>4</td>
<td>2</td>
<td>0</td>
<td>72</td>
<td>1,615</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>36.2</td>
<td>3.9</td>
<td>10.9</td>
<td>3.2</td>
<td>3.4</td>
<td>12.9</td>
<td>20.6</td>
<td>4.5</td>
<td>0.2</td>
<td>0.1</td>
<td>0</td>
<td>4.5</td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>TOTAL AUGUST 2000</td>
<td>1,310</td>
<td>75</td>
<td>143</td>
<td>65</td>
<td>75</td>
<td>332</td>
<td>530</td>
<td>35</td>
<td>8</td>
<td>2</td>
<td>0</td>
<td>84</td>
<td>2,659</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>49.3</td>
<td>2.8</td>
<td>5.4</td>
<td>2.4</td>
<td>2.8</td>
<td>12.5</td>
<td>19.9</td>
<td>1.3</td>
<td>0.3</td>
<td>0.1</td>
<td>0</td>
<td>3.2</td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup></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

AUGUST 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>AUG</p></td>
<td><p>INC-DENTS IN</p>
<p>AUG</p></td>
<td>PERCENT</td>
<td></td>
<td><p>INC-DENTS IN</p>
<p>JULY</p></td>
<td>PERCENT</td>
<td></td>
<td>INC-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>47</td>
<td>23</td>
<td>48.9</td>
<td></td>
<td>8</td>
<td>17.0</td>
<td></td>
<td>10</td>
<td>21.3</td>
<td></td>
<td>6</td>
<td>12.8</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>21</td>
<td>9</td>
<td>42.9</td>
<td></td>
<td>6</td>
<td>28.6</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>6</td>
<td>28.6</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>75</td>
<td>27</td>
<td>36.0</td>
<td></td>
<td>28</td>
<td>37.3</td>
<td></td>
<td>11</td>
<td>14.7</td>
<td></td>
<td>9</td>
<td>12.0</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>193</td>
<td>43</td>
<td>22.3</td>
<td></td>
<td>62</td>
<td>32.1</td>
<td></td>
<td>33</td>
<td>17.1</td>
<td></td>
<td>55</td>
<td>28.5</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE AIRLINES</td>
<td>35</td>
<td>12</td>
<td>34.3</td>
<td></td>
<td>9</td>
<td>25.7</td>
<td></td>
<td>6</td>
<td>17.1</td>
<td></td>
<td>8</td>
<td>22.9</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>43</td>
<td>12</td>
<td>27.9</td>
<td></td>
<td>14</td>
<td>32.6</td>
<td></td>
<td>8</td>
<td>18.6</td>
<td></td>
<td>9</td>
<td>20.9</td>
</tr>
<tr class="odd">
<td>ATLANTIC COAST 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>ATLANTIC SOUTHEAST AIRLINES</td>
<td>13</td>
<td>2</td>
<td>15.4</td>
<td></td>
<td>2</td>
<td>15.4</td>
<td></td>
<td>6</td>
<td>46.2</td>
<td></td>
<td>3</td>
<td>23.1</td>
</tr>
<tr class="odd">
<td>CHAMPION AIR</td>
<td>6</td>
<td>3</td>
<td>50.0</td>
<td></td>
<td>3</td>
<td>50.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>COMAIR</td>
<td>12</td>
<td>3</td>
<td>25.0</td>
<td></td>
<td>2</td>
<td>16.7</td>
<td></td>
<td>5</td>
<td>41.7</td>
<td></td>
<td>2</td>
<td>16.7</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>95</td>
<td>29</td>
<td>30.5</td>
<td></td>
<td>16</td>
<td>16.8</td>
<td></td>
<td>32</td>
<td>33.7</td>
<td></td>
<td>18</td>
<td>18.9</td>
</tr>
<tr class="even">
<td>CONTINENTAL EXPRESS</td>
<td>9</td>
<td>8</td>
<td>88.9</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>11.1</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>DELTA AIR LINES</td>
<td>207</td>
<td>56</td>
<td>27.1</td>
<td></td>
<td>40</td>
<td>19.3</td>
<td></td>
<td>61</td>
<td>29.5</td>
<td></td>
<td>50</td>
<td>24.2</td>
</tr>
<tr class="even">
<td>DELTA CONNECTION</td>
<td>6</td>
<td>2</td>
<td>33.3</td>
<td></td>
<td>2</td>
<td>33.3</td>
<td></td>
<td>2</td>
<td>33.3</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>FRONTIER AIRLINES</td>
<td>15</td>
<td>2</td>
<td>13.3</td>
<td></td>
<td>6</td>
<td>40.0</td>
<td></td>
<td>5</td>
<td>33.3</td>
<td></td>
<td>2</td>
<td>13.3</td>
</tr>
<tr class="even">
<td>HAWAIIAN AIRLINES</td>
<td>14</td>
<td>1</td>
<td>7.1</td>
<td></td>
<td>3</td>
<td>21.4</td>
<td></td>
<td>2</td>
<td>14.3</td>
<td></td>
<td>8</td>
<td>57.1</td>
</tr>
<tr class="odd">
<td>HORIZON AIRLINES</td>
<td>12</td>
<td>6</td>
<td>50.0</td>
<td></td>
<td>1</td>
<td>8.3</td>
<td></td>
<td>5</td>
<td>41.7</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>JETBLUE</td>
<td>5</td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>4</td>
<td>80.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>MESABA AVIATION</td>
<td>7</td>
<td>4</td>
<td>57.1</td>
<td></td>
<td>1</td>
<td>14.3</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>2</td>
<td>28.6</td>
</tr>
<tr class="even">
<td>MIDWAY AIRLINES</td>
<td>16</td>
<td>9</td>
<td>56.2</td>
<td></td>
<td>2</td>
<td>12.5</td>
<td></td>
<td>1</td>
<td>6.2</td>
<td></td>
<td>4</td>
<td>25.0</td>
</tr>
<tr class="odd">
<td>NATIONAL AIRLINES</td>
<td>14</td>
<td>8</td>
<td>57.1</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>2</td>
<td>14.3</td>
<td></td>
<td>4</td>
<td>28.6</td>
</tr>
<tr class="even">
<td>NORTHWEST AIRLINES</td>
<td>133</td>
<td>44</td>
<td>33.1</td>
<td></td>
<td>32</td>
<td>24.1</td>
<td></td>
<td>24</td>
<td>18.0</td>
<td></td>
<td>33</td>
<td>24.8</td>
</tr>
<tr class="odd">
<td>SOUTHWEST AIRLINES</td>
<td>32</td>
<td>12</td>
<td>37.5</td>
<td></td>
<td>7</td>
<td>21.9</td>
<td></td>
<td>4</td>
<td>12.5</td>
<td></td>
<td>9</td>
<td>28.1</td>
</tr>
<tr class="even">
<td>SPIRIT AIRLINES</td>
<td>29</td>
<td>12</td>
<td>41.4</td>
<td></td>
<td>7</td>
<td>24.1</td>
<td></td>
<td>4</td>
<td>13.8</td>
<td></td>
<td>6</td>
<td>20.7</td>
</tr>
<tr class="odd">
<td>SUN COUNTRY AIRLINES</td>
<td>14</td>
<td>8</td>
<td>57.1</td>
<td></td>
<td>3</td>
<td>21.4</td>
<td></td>
<td>2</td>
<td>14.3</td>
<td></td>
<td>1</td>
<td>7.1</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>33</td>
<td>6</td>
<td>18.2</td>
<td></td>
<td>8</td>
<td>24.2</td>
<td></td>
<td>11</td>
<td>33.3</td>
<td></td>
<td>8</td>
<td>24.2</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>308</td>
<td>120</td>
<td>39.0</td>
<td></td>
<td>68</td>
<td>22.1</td>
<td></td>
<td>58</td>
<td>18.8</td>
<td></td>
<td>62</td>
<td>20.1</td>
</tr>
<tr class="even">
<td>UNITED EXPRESS</td>
<td>32</td>
<td>4</td>
<td>12.5</td>
<td></td>
<td>15</td>
<td>46.9</td>
<td></td>
<td>5</td>
<td>15.6</td>
<td></td>
<td>8</td>
<td>25.0</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>130</td>
<td>46</td>
<td>35.4</td>
<td></td>
<td>31</td>
<td>23.8</td>
<td></td>
<td>24</td>
<td>18.5</td>
<td></td>
<td>29</td>
<td>22.3</td>
</tr>
<tr class="even">
<td>US AIRWAYS EXPRESS</td>
<td>6</td>
<td>3</td>
<td>50.0</td>
<td></td>
<td>2</td>
<td>33.3</td>
<td></td>
<td>1</td>
<td>16.7</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>12</td>
<td>25.0</td>
<td></td>
<td>16</td>
<td>33.3</td>
<td></td>
<td>6</td>
<td>12.5</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td><strong>TOTALS</strong></td>
<td>1,615</td>
<td>532</td>
<td>32.9</td>
<td></td>
<td>392</td>
<td>24.3</td>
<td></td>
<td>343</td>
<td>21.2</td>
<td></td>
<td>348</td>
<td>21.5</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td><strong>PREVIOUS YEAR'S TOTALS</strong></td>
<td>2,659</td>
<td>809</td>
<td>30.4</td>
<td></td>
<td>850</td>
<td>32.0</td>
<td></td>
<td>709</td>
<td>26.7</td>
<td></td>
<td>291</td>
<td>10.9</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^\*\*^

AUGUST 2001

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

                                                                                                                                                                              

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

  AIR CANADA                        1          2            3                   0       1         3         3          0             0              1       0         0       14

  AIR FRANCE                        7          2            2                   0       1         8         5          1             0              0       0         0       26

  AIR JAMAICA                       4          0            0                   0       0         2         3          0             1              0       0         0       10

  ALITALIA AIRLINES                 3          3            1                   0       1         6         7          1             0              0       0         0       22

  BRITISH AIRWAYS                   5          2            2                   1       0         7         7          1             0              0       0         1       26

  KLM                               4          0            1                   0       0         3         0          0             0              0       0         1       9

  LUFTHANSA                         1          0            0                   0       0         2         1          0             0              0       0         1       5

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

  TACA AIRLINES                     3          0            1                   0       0         1         1          0             0              0       0         0       6

  OTHER FOREIGN AIRLINES            14         3            9                   2       13        22        13         5             0              1       0         2       84

  TOTALS                            43         13           20                  3       16        54        40         8             1              2       0         7       207

                                                                                                                                                                              

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

  OTHER TRAVEL AGENTS               2          0            10                  2       3         1         1          1             0              0       0         1       21

  TOTALS                            2          0            10                  2       3         1         1          1             0              0       0         1       21

                                                                                                                                                                              

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

  OTHER TOUR OPERATORS              4          0            1                   0       1         0         1          0             0              1       0         1       9

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

                                                                                                                                                                              

  **[MISCELLANEOUS]{.underline}**                                                                                                                                             

  OTHER MISCELLANEOUS               7          1            5                   2       1         4         4          0             0              1       0         3       28

  TOTALS                            7          1            5                   2       1         4         4          0             0              1       0         3       28

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 6

AUGUST

Consumer Complaints: Rankings

U.S. AIRLINES \*

<table>
<colgroup>
<col style="width: 4%" />
<col style="width: 15%" />
<col style="width: 3%" />
<col style="width: 11%" />
<col style="width: 12%" />
<col style="width: 12%" />
<col style="width: 1%" />
<col style="width: 11%" />
<col style="width: 13%" />
<col style="width: 12%" />
</colgroup>
<tbody>
<tr class="odd">
<td colspan="2"></td>
<td colspan="4"><strong>AUGUST 2001</strong></td>
<td></td>
<td colspan="3"><strong>AUGUST 2000</strong></td>
</tr>
<tr class="even">
<td></td>
<td colspan="2"></td>
<td></td>
<td></td>
<td><h1 id="complaints">COMPLAINTS</h1></td>
<td></td>
<td></td>
<td></td>
<td><h1 id="complaints-1">COMPLAINTS</h1></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"></td>
<td></td>
<td><h1 id="systemwide">SYSTEMWIDE</h1></td>
<td><h1 id="per-100000">PER 100,000</h1></td>
<td></td>
<td></td>
<td><h1 id="systemwide-1">SYSTEMWIDE</h1></td>
<td><em><strong>PER 100,000</strong></em></td>
</tr>
<tr class="even">
<td>Rank</td>
<td colspan="2"><h1 id="airline-1">Airline</h1></td>
<td><h1 id="complaints-2">COMPLAINTS</h1></td>
<td><h1 id="enplanements">ENPLANEMENTS</h1></td>
<td><h1 id="enplanements-1">ENPLANEMENTS</h1></td>
<td></td>
<td><em><strong>COMPLAINTS</strong></em></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
<td><em><strong>ENPLANEMENTS</strong></em></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>1</td>
<td colspan="2"><em><strong>SOUTHWEST AIRLINES</strong></em></td>
<td>32</td>
<td>7,268,013</td>
<td><strong>0.44</strong></td>
<td></td>
<td>31</td>
<td>6,476,347</td>
<td><strong>0.48</strong></td>
</tr>
<tr class="odd">
<td>2</td>
<td colspan="2"><em><strong>ALASKA AIRLINES</strong></em></td>
<td>21</td>
<td>1,504,477</td>
<td><strong>1.40</strong></td>
<td></td>
<td>35</td>
<td>1,332,373</td>
<td><strong>2.63</strong></td>
</tr>
<tr class="even">
<td>3</td>
<td colspan="2"><em><strong>TRANS WORLD AIRLINES</strong></em></td>
<td>33</td>
<td>2,027,381</td>
<td><strong>1.63</strong></td>
<td></td>
<td>124</td>
<td>2,557,956</td>
<td><strong>4.85</strong></td>
</tr>
<tr class="odd">
<td>4</td>
<td colspan="2"><em><strong>CONTINENTAL AIRLINES</strong></em></td>
<td>95</td>
<td>4,293,076</td>
<td><strong>2.21</strong></td>
<td></td>
<td>139</td>
<td>4,116,447</td>
<td><strong>3.38</strong></td>
</tr>
<tr class="even">
<td>5</td>
<td colspan="2"><em><strong>DELTA AIR LINES</strong></em></td>
<td>207</td>
<td>9,190,083</td>
<td><strong>2.25</strong></td>
<td></td>
<td>270</td>
<td>9,533,482</td>
<td><strong>2.83</strong></td>
</tr>
<tr class="odd">
<td>6</td>
<td colspan="2"><em><strong>US AIRWAYS</strong></em></td>
<td>130</td>
<td>5,630,750</td>
<td><strong>2.31</strong></td>
<td></td>
<td>239</td>
<td>5,505,053</td>
<td><strong>4.34</strong></td>
</tr>
<tr class="even">
<td>7</td>
<td colspan="2"><em><strong>NORTHWEST AIRLINES</strong></em></td>
<td>133</td>
<td>5,641,631</td>
<td><strong>2.36</strong></td>
<td></td>
<td>185</td>
<td>5,614,210</td>
<td><strong>3.30</strong></td>
</tr>
<tr class="odd">
<td>8</td>
<td colspan="2"><em><strong>AMERICAN AIRLINES</strong></em></td>
<td>193</td>
<td>7,912,961</td>
<td><strong>2.44</strong></td>
<td></td>
<td>342</td>
<td>8,045,891</td>
<td><strong>4.25</strong></td>
</tr>
<tr class="even">
<td>9</td>
<td colspan="2"><em><strong>AMERICAN EAGLE AIRLINES</strong></em></td>
<td>35</td>
<td>1,176,401</td>
<td><strong>2.98</strong></td>
<td></td>
<td>29</td>
<td>1,108,578</td>
<td><strong>2.62</strong></td>
</tr>
<tr class="odd">
<td>10</td>
<td colspan="2"><em><strong>AMERICA WEST AIRLINES</strong></em></td>
<td>75</td>
<td>1,949,291</td>
<td><strong>3.85</strong></td>
<td></td>
<td>177</td>
<td>1,845,307</td>
<td><strong>9.59</strong></td>
</tr>
<tr class="even">
<td>11</td>
<td colspan="2"><em><strong>UNITED AIRLINES</strong></em></td>
<td>308</td>
<td>7,913,224</td>
<td><strong>3.89</strong></td>
<td></td>
<td>838</td>
<td>7,220,401</td>
<td><strong>11.61</strong></td>
</tr>
<tr class="odd">
<td></td>
<td colspan="2"><strong>TOTAL</strong></td>
<td><strong>1,262</strong></td>
<td><strong>54,507,288</strong></td>
<td><strong>2.32</strong></td>
<td></td>
<td><strong>2,409</strong></td>
<td><strong>53,356,045</strong></td>
<td><strong>4.51</strong></td>
</tr>
</tbody>
</table>

> Note: For simplicity, statistics are displayed to two decimal places.
> Actual ranking order is based on our computer carrying out the number
> of decimal places to nine.
>
> \* U.S. Airlines with at least one percent of total domestic
> scheduled-service passenger revenues. American Eagle ranking effective
> January 2001.

***COMPLAINT CATEGORIES\****

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

[^3]: ^\*^ U.S. Airlines with at least one percent of total domestic
    scheduled-service passenger revenues. American Eagle ranking
    effective January 2001.

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

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

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

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

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