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

# 

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

+---------------------------+------------------------------------------+
| >                         | **Issued:** **FEBRUARY 2001**            |
| ![](media/image3.png){wid |                                          |
| th="2.0680555555555555in" | Includes data for the following periods: |
| > heigh                   |                                          |
| t="1.8340277777777778in"} | > Flight Delays December 2000            |
|                           | >                                        |
|                           | > January-December 2000                  |
|                           | >                                        |
|                           | > Mishandled Baggage December 2000       |
|                           | >                                        |
|                           | > January-December 2000                  |
|                           | >                                        |
|                           | > Oversales 3rd Quarter 2000             |
|                           | >                                        |
|                           | > January-September 2000                 |
|                           | >                                        |
|                           | > Consumer Complaints December 2000      |
|                           | >                                        |
|                           | > (Includes Disability Complaints)       |
|                           | > January-December 2000                  |
+---------------------------+------------------------------------------+

> ***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** \...\...\...\...\...\...\.....14

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

**Table 7** \...\...\...\...\...\...\.....15

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

**Table 8** \...\...\...\...\...\...\.....17

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

**Footnotes** \...\...\...\...\...\...\.....18

**Appendix** \...\...\...\...\...\...\.....19

**Section Page**

***Mishandled Baggage***

**Explanation** \...\...\...\...\...\..........20

**Ranking\--Month** \...\...\...\...\...\..........21

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

***Oversales***

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

**Ranking---3rd Quarter** \...\...\...\...\...\..........24

**Ranking\--YTD** \...\...\...\...\...\..........25

***Consumer Complaints***

**Explanation** \...\...\...\...\...\..........26

**Complaint Tables 1-5 (Month)** \...\...\...\.....27

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

**Rankings, Table 6 (Month)** \...\...\...\.....32

**Complaint Tables 1-4 (YTD)** \...\...\...\.....33

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

**Rankings, Table 5 (YTD)** \...\...\...\.....40

**Complaint Categories** \...\...\...\.....41

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

**[INTRODUCTION]{.underline}**

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

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

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

NOTE TO CONSUMERS REGARDING FLIGHT DELAY DATA

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

![](media/image5.wmf)

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

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

The rule requires carriers to currently report on operations to and from
the 29 U.S. airports that account for at least one percent of the
nation\'s total domestic scheduled-service passenger enplanements (see
Appendix for a complete list of the reportable airports). However, all
reporting airlines have voluntarily provided data for their entire
domestic systems, and that information is included in this report.

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

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

As indicated above, a carrier may voluntarily file data for its entire
domestic system. Tables 2, 3, and 4 are limited to the 29 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 29 \"reportable\" airports and another for all of the
airports reported; see footnote C for additional explanation.

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

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

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

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

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

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

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

DECEMBER 2000

AIR TRAVEL CONSUMER REPORT

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

BY CARRIER

AT 29 REPORTABLE AIRPORTS B/ AT ALL REPORTED AIRPORTS C/

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

NUMBER OF PERCENT OF NUMBER OF PERCENT OF

AIRPORTS ARRIVALS AIRPORTS ARRIVALS

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

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

ALOHA S/ 0 N/A 6 91.9

CONTINENTAL S/ 28 73.6 85 74.0

US AIRWAYS S/ 25 67.8 88 67.1

SOUTHWEST S/ 14 64.8 58 65.3

AMERICA WEST S/ 25 64.7 53 64.6

UNITED S/ 29 61.0 99 61.3

AMERICAN S/ 29 60.6 98 60.8

TRANS WORLD S/ 28 60.9 72 60.4

NORTHWEST S/ 29 58.6 118 58.2

ALASKA S/ 8 55.4 34 57.0

DELTA S/ 29 57.0 109 56.1

T O T A L 62.3 62.8

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

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

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

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

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

DECEMBER 2000

AIR TRAVEL CONSUMER REPORT

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

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

12 MONTHS

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

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

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

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

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

ALASKA 66.5 (9) 70.9 (8) 70.2 (8) 64.5 (10) 70.5 (9) 66.1 (11) 57.0 (10)
68.1 (8) 76.3 (9)

ALOHA \-\-\-- \-- \-\-\-- \-- \-\-\-- \-- 90.6 (1) 90.5 (1) 89.3 (1)
91.9 (1) \-\-\-- \-\-- \-\-\-- \-\--

AMERICA WEST 64.7 (10) 66.6 (9) 66.4 (9) 64.1 (11) 60.5 (11) 67.5 (9)
64.6 (5) 65.5 (9) 78.5 (4)

AMERICAN 75.2 (6) 71.6 (7) 75.3 (6) 69.5 (7) 75.6 (7) 72.3 (7) 60.8 (7)
72.9 (6) 78.9 (3)

CONTINENTAL 77.7 (3) 76.9 (3) 79.1 (2) 78.7 (2) 82.2 (3) 80.0 (3) 74.0
(2) 78.1 (1) 78.3 (5)

DELTA 77.4 (4) 78.0 (2) 77.2 (5) 68.7 (8) 82.1 (4) 67.4 (10) 56.1 (11)
75.3 (4) 77.4 (8)

NORTHWEST 79.4 (2) 78.3 (1) 79.6 (1) 72.2 (5) 83.5 (2) 74.5 (5) 58.2 (9)
77.4 (2) 79.7 (2)

SOUTHWEST 76.0 (5) 75.6 (4) 78.8 (3) 70.4 (6) 71.0 (8) 75.1 (4) 65.3 (4)
75.2 (5) 82.4 (1)

TRANS WORLD 81.1 (1) 74.4 (5) 78.7 (4) 73.3 (3) 77.7 (6) 81.5 (2) 60.4
(8) 76.9 (3) 77.8 (7)

UNITED 70.8 (8) 56.8 (10) 51.6 (10) 66.7 (9) 69.6 (10) 69.1 (8) 61.3 (6)
61.4 (10) 75.3 (10)

US AIRWAYS 72.5 (7) 72.7 (6) 70.3 (7) 73.2 (4) 78.5 (5) 74.1 (6) 67.1
(3) 72.3 (7) 78.1 (6)

TOTAL 75.2 72.2 72.5 70.7 76.2 72.8 62.8 72.6 78.3

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

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

> DECEMBER 2000
>
> 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
>
> \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\--
>
> \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \#
> OF % ON
>
> CARRIER ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME
> ARR. TIME
>
> \-\-\-\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> AA 688 56.8 1691 61.2 367 61.0 186 66.7 93 73.1 1090 62.7 785 58.6
>
> AQ H/ H/ H/ H/ H/ H/ H/
>
> AS H/ H/ H/ H/ H/ H/ H/
>
> CO 538 68.6 679 71.4 307 86.3 133 78.2 H/ 580 80.0 390 73.8
>
> DL 18563 56.4 2318 59.6 390 64.4 271 60.1 5512 64.8 1539 62.1 608 53.3
>
> HP 146 78.1 207 62.3 183 65.0 H/ H/ 154 57.8 216 69.9
>
> NW 546 52.4 533 51.0 368 51.4 243 53.1 43 65.1 580 54.7 381 52.5
>
> TW 202 55.0 262 63.0 183 59.0 128 68.8 H/ 226 66.4 180 50.0
>
> UA 554 63.9 1122 66.7 368 60.3 174 50.0 141 46.1 396 56.6 8718 65.2
>
> US 638 54.1 2796 72.6 2509 70.7 10086 71.1 H/ 2983 78.2 310 73.2
>
> WN H/ H/ 3571 72.9 H/ H/ H/ H/
>
> TOTAL 21875 56.9 9608 65.0 8246 69.8 11221 70.1 5789 64.5 7548 69.1
> 11588 64.1
>
> ARRIVAL AIRPORT
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> DFW DTW EWR IAH JFK LAS LAX
>
> \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\--
>
> \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \# OF % ON \#
> OF % ON
>
> CARRIER ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME
> ARR. TIME
>
> \-\-\-\-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
> \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\-- \-\-\--
>
> AA 14554 69.8 437 51.9 883 56.5 578 62.3 1058 68.4 737 67.0 3717 63.2
>
> AQ H/ H/ H/ H/ H/ H/ H/
>
> AS H/ H/ H/ H/ H/ 302 58.6 725 49.5
>
> CO 558 74.2 333 73.0 6153 74.3 8552 77.6 53 88.7 425 74.4 695 60.3
>
> DL 3692 59.7 334 49.7 1053 54.7 273 52.0 1034 67.5 820 59.5 1432 52.3
>
> HP 179 77.1 150 59.3 241 54.4 154 74.0 245 59.6 2636 61.6 762 58.8
>
> NW 416 52.2 9773 61.2 569 54.1 394 60.7 148 46.6 355 51.5 605 56.0
>
> TW 280 58.9 179 50.3 172 52.3 115 59.1 765 69.9 155 50.3 451 54.8
>
> UA 645 57.2 306 51.0 833 59.7 443 60.9 521 74.7 1089 70.7 5338 68.4
>
> US 340 60.3 370 56.8 494 60.3 341 51.3 H/ 201 75.1 521 58.3
>
> WN H/ 571 51.5 H/ 180 70.0 H/ 4931 65.7 3609 58.4
>
> TOTAL 20664 67.1 12453 59.9 10398 67.0 11030 73.7 3824 68.2 11651 64.6
> 17855 61.4

DECEMBER 2000

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 MIA MSP ORD PDX PHL

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

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

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

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

AA 1819 34.9 664 66.0 3280 65.3 510 49.6 9297 47.1 238 60.1 680 55.1

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

AS H/ H/ H/ H/ 31 51.6 1530 62.0 H/

CO 487 45.4 630 70.6 382 73.8 221 79.2 546 47.8 116 61.2 236 78.0

DL 2282 48.4 2793 49.8 430 56.5 336 58.0 754 42.0 610 58.5 648 52.0

HP H/ 62 75.8 62 69.4 123 69.9 241 42.7 209 56.0 153 75.2

NW 599 28.5 495 52.5 275 50.5 9895 64.8 692 43.6 176 47.7 458 48.9

TW 229 39.3 340 72.6 222 61.3 270 55.6 306 44.1 124 50.8 170 56.5

UA 911 38.5 603 68.0 556 60.1 527 49.3 11794 49.6 891 62.5 717 64.3

US 3085 58.9 1674 62.4 440 56.1 247 66.4 659 45.2 H/ 7242 66.4

WN H/ 1424 68.4 H/ H/ H/ 931 65.1 H/

TOTAL 9412 46.6 8685 60.5 5647 63.1 12129 63.5 24320 48.0 4825 61.1
10304 64.1

ARRIVAL AIRPORT

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

PHX PIT SAN SEA SFO SLC STL TPA

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

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

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

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

AA 744 68.3 93 79.6 726 61.7 575 63.1 1346 65.9 186 47.3 523 49.1 479
65.6

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

AS 369 51.8 H/ 354 58.5 3570 52.6 566 61.7 H/ H/ H/

CO 397 75.1 82 85.4 243 70.0 296 69.3 437 66.6 106 52.8 101 67.3 458
76.6

DL 719 55.4 271 64.2 489 53.8 577 51.8 757 51.0 4482 59.6 206 50.0 1206
51.2

HP 6813 68.5 H/ 330 61.2 215 51.6 331 52.9 149 51.7 62 64.5 62 72.6

NW 407 46.4 144 54.2 254 62.6 494 47.0 433 57.5 98 48.0 326 50.6 390
41.8

TW 186 48.4 160 67.5 129 47.3 186 47.8 274 59.9 93 46.2 9581 62.8 186
62.4

UA 988 71.0 181 46.4 925 67.4 1347 62.1 6006 69.2 525 70.7 212 48.6 283
58.0

US 279 62.4 8156 71.6 218 60.1 241 65.1 394 64.2 H/ 279 49.5 1298 56.9

WN 5296 67.4 H/ 2365 63.0 1106 62.1 456 64.3 1147 64.4 2423 56.3 1408
68.2

TOTAL 16198 66.6 9087 70.7 6033 62.2 8607 56.5 11000 65.5 6786 60.3
13713 60.2 5770 60.1

DECEMBER 2000

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 IAH JFK LAS LAX LGA
MCO

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

600 - 659 AM 80.4 72.7 71.0 91.3 66.7 50.0 72.4 75.1 63.7 71.0 90.4 72.8
90.7 86.5 57.6 64.5

700 - 759 AM 71.5 71.1 84.0 81.5 68.6 70.8 71.9 80.5 68.6 72.0 84.6 65.6
92.3 83.5 74.2 75.2

800 - 859 AM 70.1 71.6 79.9 79.6 70.2 72.4 68.5 73.3 70.5 68.7 77.6 47.4
75.1 74.7 64.2 74.6

900 - 959 AM 62.7 68.3 84.6 71.7 75.7 81.5 74.5 68.3 64.1 73.3 80.2 80.6
76.7 71.1 57.2 70.8

1000 - 1059 AM 60.4 67.9 75.5 66.1 73.8 68.6 65.1 72.1 67.0 74.0 77.4
78.0 61.3 61.6 49.9 63.8

1100 - 1159 AM 61.3 70.0 78.7 75.1 59.7 71.8 72.7 70.5 63.7 72.7 70.6 J/
68.1 60.8 50.5 69.6

1200 - 1259 PM 60.3 68.9 79.2 65.2 61.3 68.0 62.7 71.9 66.7 67.8 82.5 J/
64.0 61.7 50.5 63.7

100 - 159 PM 52.9 70.2 68.5 75.0 73.3 71.4 62.8 74.3 59.6 66.8 75.2 72.9
63.9 61.5 53.7 57.5

200 - 259 PM 56.6 67.6 71.2 70.5 71.0 71.7 68.4 63.6 55.4 67.3 74.4 67.6
65.1 57.9 52.5 55.1

300 - 359 PM 55.5 62.1 69.4 67.1 65.2 76.3 67.5 70.9 59.1 67.6 72.2 76.6
65.7 62.3 47.8 69.7

400 - 459 PM 54.0 65.9 68.2 64.7 58.0 69.6 58.3 68.4 60.3 66.2 74.6 69.9
61.6 61.3 42.2 63.9

500 - 559 PM 50.6 60.4 68.1 71.7 60.5 63.0 62.7 57.4 56.0 60.3 69.1 71.6
55.9 60.7 39.9 55.5

600 - 659 PM 52.8 60.4 65.4 63.5 60.2 65.9 53.6 62.6 54.0 61.1 69.1 59.2
63.6 56.1 38.7 56.3

700 - 759 PM 44.7 64.7 59.6 66.5 59.9 67.4 54.3 66.2 56.6 63.1 74.0 58.2
57.2 59.0 40.0 53.8

800 - 859 PM 49.3 60.0 58.5 58.1 56.7 68.9 61.6 55.5 49.7 65.5 67.1 59.6
57.8 56.2 35.5 52.6

900 - 959 PM 48.7 59.6 65.4 71.3 61.9 60.0 61.9 62.9 60.3 66.3 64.7 68.9
60.1 53.5 36.7 61.2

1000 - 1059 PM 53.8 63.0 63.4 50.0 38.3 68.1 59.5 57.1 53.9 60.8 54.9
64.9 60.9 46.6 44.0 49.3

1100 - 559 AM 57.7 62.1 63.7 65.7 55.7 55.4 59.9 65.5 56.9 70.7 62.8
68.1 61.9 64.2 45.8 56.0

TOTAL, ALL ARRIVALS,

BY AIRPORT 56.9 65.0 69.8 70.1 64.5 69.1 64.1 67.1 59.9 67.0 73.7 68.2
64.6 61.4 46.6 60.5

ARRIVAL AIRPORT

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

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

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

600 - 659 AM 72.0 79.0 70.0 J/ 84.7 J/ 82.0 J/ 67.7 75.6 J/ 68.2 71.2
75.6

700 - 759 AM J/ 75.1 59.9 85.7 73.7 75.8 79.8 78.6 86.4 89.7 72.4 67.6
100.0 74.1

800 - 859 AM 71.0 70.4 57.0 86.2 64.2 87.0 71.6 82.3 72.8 85.5 80.1 68.4
81.6 72.5

900 - 959 AM 68.8 70.8 54.5 76.2 69.0 80.6 80.0 71.9 67.5 73.2 76.7 62.0
77.9 69.5

1000 - 1059 AM 70.9 63.6 53.4 64.8 72.7 67.3 76.6 70.6 68.0 68.3 61.0
66.6 69.7 65.6

1100 - 1159 AM 63.0 63.8 49.2 73.2 70.9 68.7 74.8 64.5 67.5 61.1 72.4
65.7 62.8 66.4

1200 - 1259 PM 61.6 67.4 51.4 62.2 68.1 77.8 62.4 69.7 55.6 62.3 57.3
60.1 66.7 64.2

100 - 159 PM 50.4 64.5 43.9 57.6 61.3 65.3 72.4 64.8 48.9 61.6 64.2 61.9
55.8 64.0

200 - 259 PM 65.0 55.5 43.1 61.7 64.8 67.4 76.6 52.1 59.4 63.6 55.6 62.1
67.5 61.3

300 - 359 PM 65.9 62.7 48.6 57.1 66.8 67.7 71.6 66.2 51.2 66.0 60.9 57.7
56.0 62.9

400 - 459 PM 71.5 57.7 44.6 52.4 65.0 62.5 69.9 56.2 51.7 67.3 54.8 56.3
65.4 61.6

500 - 559 PM 65.4 63.7 41.9 55.7 61.9 65.3 61.3 57.9 57.3 62.3 49.0 55.6
56.0 58.1

600 - 659 PM 56.1 53.9 38.1 62.9 59.9 58.0 63.9 57.7 44.2 60.1 60.5 57.2
59.6 56.6

700 - 759 PM 66.2 59.9 41.0 50.5 53.9 60.1 72.5 57.0 49.0 61.6 56.2 55.4
50.4 57.7

800 - 859 PM 53.2 57.0 37.7 58.1 55.9 63.5 62.3 57.9 50.6 65.5 63.2 52.8
56.9 55.7

900 - 959 PM 63.2 60.4 38.3 54.0 54.8 61.2 66.1 57.0 51.9 61.3 48.5 56.9
45.7 58.1

1000 - 1059 PM 54.1 60.5 44.8 55.7 61.7 51.8 67.6 53.1 47.3 61.1 47.4
53.0 51.5 54.9

1100 - 559 AM 57.7 51.9 66.6 59.1 63.8 56.5 56.7 59.2 57.8 58.6 54.0
63.0 56.6 60.7

TOTAL, ALL ARRIVALS,

BY AIRPORT 63.1 63.5 48.0 61.1 64.1 66.6 70.7 62.2 56.5 65.5 60.3 60.2
60.1 62.3

DECEMBER 2000

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 IAH JFK LAS LAX
LGA MCO

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

600 - 659 AM 73.4 78.4 90.5 79.9 80.0 87.3 85.6 80.1 71.4 86.0 87.6 80.6
89.0 87.0 77.1 91.6

700 - 759 AM 73.9 74.1 85.3 82.8 72.5 81.1 80.0 74.8 68.7 83.1 89.9 72.6
84.3 83.8 70.9 85.4

800 - 859 AM 64.3 72.4 80.9 78.2 65.6 80.8 81.5 76.1 65.8 77.9 90.2 70.3
82.8 79.1 69.1 89.2

900 - 959 AM 61.4 72.2 78.6 79.9 72.0 80.5 70.2 74.3 64.0 71.2 86.6 77.0
69.9 70.9 62.6 74.8

1000 - 1059 AM 63.7 72.6 75.7 64.7 74.2 79.7 68.3 68.4 57.4 72.0 81.5
67.5 64.1 61.4 57.5 72.3

1100 - 1159 AM 58.9 66.1 68.9 66.9 74.3 77.5 63.5 67.1 58.5 73.0 74.5
80.3 61.4 64.3 51.3 70.9

1200 - 1259 PM 57.1 73.4 68.4 66.3 69.6 78.3 66.4 70.7 55.3 71.2 80.6
61.5 63.6 64.2 52.8 67.5

100 - 159 PM 59.3 69.3 64.9 61.8 61.8 73.8 65.0 68.5 57.9 61.5 81.2 J/
57.2 59.7 60.1 64.9

200 - 259 PM 53.6 64.9 65.5 68.6 72.4 73.5 63.9 69.8 47.0 64.1 73.4 68.2
61.4 67.3 56.0 63.3

300 - 359 PM 54.3 63.4 59.9 62.7 73.2 73.4 64.9 63.3 48.7 70.3 74.7 71.9
60.1 61.8 56.0 60.8

400 - 459 PM 53.0 61.4 64.7 58.9 66.3 75.7 66.5 66.9 52.2 68.5 75.8 71.4
59.2 59.6 51.7 65.1

500 - 559 PM 50.6 61.5 54.3 64.1 40.0 74.8 59.6 65.2 57.8 60.4 75.8 69.8
53.4 64.6 49.5 63.6

600 - 659 PM 51.0 62.6 54.7 62.8 49.6 66.6 60.7 56.0 47.7 57.5 73.9 68.0
58.5 59.0 42.5 57.5

700 - 759 PM 47.8 61.7 60.5 63.7 57.7 67.6 52.0 59.3 49.7 65.3 74.7 65.1
55.9 57.1 42.1 64.1

800 - 859 PM 45.5 67.5 56.7 71.7 54.5 72.8 57.0 65.4 52.0 67.6 77.1 58.6
49.5 52.9 39.9 54.0

900 - 959 PM 43.9 82.6 54.5 70.3 56.8 82.6 64.2 50.4 52.8 65.6 78.1 60.3
59.1 61.1 53.5 58.7

1000 - 1059 PM 55.1 78.9 59.8 73.8 62.4 J/ 68.5 64.9 57.3 73.9 78.9 66.7
69.0 77.4 73.7 79.4

1100 - 559 AM 45.5 77.9 77.4 42.9 J/ J/ 68.2 J/ 57.6 77.2 J/ 76.7 70.9
76.0 63.9 J/

TOTAL, ALL DEPARTURES,

BY AIRPORT 55.9 68.6 68.9 68.3 65.4 76.6 65.8 67.9 57.0 70.7 79.4 70.2
65.9 67.9 57.0 69.4

DEPARTURE AIRPORT

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

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

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

600 - 659 AM 87.8 75.5 65.9 83.1 85.0 93.0 83.9 86.1 87.3 85.2 86.4 77.6
91.4 81.8

700 - 759 AM 88.0 64.1 61.9 83.9 78.8 90.6 78.1 84.5 80.7 84.5 85.0 71.9
89.4 79.0

800 - 859 AM 79.2 63.3 51.8 81.7 69.8 83.0 74.7 79.9 78.7 78.3 75.4 69.3
81.5 73.1

900 - 959 AM 82.3 64.4 51.6 72.9 64.2 80.0 71.4 74.4 71.7 81.4 76.3 63.7
85.6 71.4

1000 - 1059 AM 62.1 67.4 49.3 72.3 68.4 73.0 74.8 69.6 60.5 70.8 71.0
63.3 74.1 66.5

1100 - 1159 AM 74.5 60.2 48.4 60.2 65.8 60.9 75.7 63.1 68.4 69.4 66.0
62.3 70.0 64.2

1200 - 1259 PM 66.3 61.2 43.5 71.9 69.2 67.8 67.7 65.5 61.2 63.9 51.3
60.5 66.4 64.6

100 - 159 PM 73.4 60.0 49.4 68.1 66.4 67.3 64.2 62.1 55.8 70.8 60.1 63.9
59.4 62.9

200 - 259 PM 59.6 61.0 43.5 58.4 59.4 60.2 68.9 60.9 55.6 67.2 65.3 57.3
62.9 62.8

300 - 359 PM 60.3 57.3 43.5 57.9 60.9 63.8 64.5 56.8 55.5 60.7 64.2 58.8
59.4 59.9

400 - 459 PM 63.5 58.9 42.3 52.5 61.7 58.7 66.1 56.8 56.4 66.3 60.0 53.1
62.4 60.0

500 - 559 PM 64.2 52.9 39.9 56.4 62.8 59.8 62.5 54.2 56.0 63.9 57.0 53.0
58.4 59.1

600 - 659 PM 60.1 58.3 37.6 56.2 64.0 63.0 70.2 57.0 48.3 60.9 54.4 52.0
65.0 56.1

700 - 759 PM 67.4 64.0 38.3 56.1 56.5 58.1 82.5 62.1 48.6 60.2 57.4 54.0
64.1 56.4

800 - 859 PM 58.9 54.5 37.5 57.7 59.6 55.3 74.3 53.2 45.0 68.5 57.3 50.4
61.5 57.2

900 - 959 PM J/ 66.7 40.3 68.6 65.9 64.1 63.5 59.6 52.6 66.7 51.8 51.2
50.4 57.7

1000 - 1059 PM J/ 58.3 40.5 70.5 J/ 65.3 65.9 76.6 58.7 73.3 55.5 58.4
52.6 64.2

1100 - 559 AM 81.0 66.7 78.9 70.1 81.1 72.1 79.3 83.9 74.4 73.5 80.6
58.5 72.4 67.9

TOTAL, ALL DEPARTURES,

BY AIRPORT 71.9 60.4 46.7 68.8 65.9 67.9 70.4 68.0 64.1 71.3 65.0 59.7
71.2 64.8

> DECEMBER 2000
>
> 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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> NW 247 DTW-LGA 1910 15 100.00 95 79
>
> AQ 474 OGG-OAK 1245 31 100.00 72 63
>
> AA 357 LGA-ORD 2000 24 95.83 75 56
>
> AA 1461 JFK-SJU 2130 17 94.12 77 51
>
> AA 2309 DFW-JAC 1102 17 94.12 66 31
>
> AA 1537 DTW-ORD 0709 17 94.12 40 35
>
> TW 307 LGA-STL 1029 15 93.33 52 53
>
> DL 251 LGA-ATL 2000 29 93.10 51 42
>
> UA 669 LGA-ORD 2030 26 92.31 68 66
>
> AA 1675 LGA-STL 1715 26 92.31 61 42
>
> TW 92 BOS-SJU 2035 25 92.00 67 45
>
> AA 361 LGA-ORD 2100 24 91.67 82 73
>
> CO 1963 LGA-IAH 1929 23 91.30 88 88
>
> UA 673 LGA-ORD 1800 23 91.30 84 81
>
> CO 1959 LGA-IAH 1805 23 91.30 74 57
>
> UA 678 ORD-LGA 1600 22 90.91 59 54
>
> AS 410 SEA-LAX 1511 21 90.48 59 36
>
> DL 219 ATL-SFO 1535 31 90.32 83 56
>
> AA 362 ORD-LGA 1500 31 90.32 59 51
>
> DL 742 ATL-LGA 1900 31 90.32 56 50
>
> AS 483 LAX-SEA 1616 31 90.32 35 27
>
> AA 353 LGA-ORD 1900 20 90.00 61 61
>
> DL 1649 LGA-DFW 1720 30 90.00 57 55
>
> DL 1160 MCO-LGA 1400 30 90.00 47 41
>
> DL 1601 LGA-MCO 1025 30 90.00 41 37
>
> UA 680 ORD-LGA 1500 29 89.66 67 57
>
> CO 1907 LGA-CLE 1659 26 88.46 53 46
>
> UA 1122 DFW-ORD 1510 17 88.24 78 43
>
> AA 1263 LGA-PBI 1935 17 88.24 70 46
>
> AA 1292 PBI-LGA 1538 17 88.24 57 62
>
> UA 1753 DFW-DEN 1817 16 87.50 55 32
>
> AA 1875 ORD-MIA 1740 31 87.10 103 52
>
> AA 1169 JFK-SJU 2015 31 87.10 73 48
>
> DL 1525 LGA-TPA 1800 31 87.10 69 58
>
> UA 675 LGA-ORD 1700 31 87.10 65 54
>
> HP 694 CMH-LAX 2048 31 87.10 46 35
>
> AA 342 ORD-LGA 2000 23 86.96 58 64
>
> WN 2154 OAK-BUR 1955 23 86.96 50 40
>
> NW 537 LGA-DTW 2059 15 86.67 51 41
>
> DL 447 LGA-FLL 2055 30 86.67 60 47
>
> UA 1643 DEN-OAK 2005 30 86.67 43 28
>
> WN 2077 SMF-SAN 2055 30 86.67 36 30
>
> DL 2299 LGA-JAX 1840 29 86.21 73 51
>
> DL 514 LGA-ATL 1130 29 86.21 65 54
>
> UA 682 ORD-LGA 1400 29 86.21 52 47
>
> DECEMBER 2000
>
> 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 2082 JAX-LGA 1540 28 85.71 52 40
>
> DL 643 LGA-ATL 2100 28 85.71 47 40
>
> AA 352 ORD-LGA 1730 27 85.19 55 53
>
> AA 752 DFW-LGA 1645 27 85.19 33 25
>
> DL 615 LGA-ATL 1100 20 85.00 56 32
>
> DL 996 ATL-LGA 1500 26 84.62 45 32
>
> WN 432 HOU-MAF 1650 26 84.62 35 27
>
> UA 1281 ORD-DFW 1814 25 84.00 76 63
>
> NW 631 LGA-MEM 1759 25 84.00 55 45
>
> NW 240 DTW-FLL 1910 31 83.87 82 68
>
> AA 1668 STL-LGA 1320 31 83.87 66 61
>
> UA 1985 LGA-MIA 1908 31 83.87 61 44
>
> AS 466 SEA-LAX 1859 31 83.87 53 43
>
> DL 609 LGA-PBI 1150 31 83.87 53 28
>
> AA 1635 LGA-STL 1045 31 83.87 50 43
>
> DL 411 ATL-PHX 1610 31 83.87 49 45
>
> DL 461 LGA-PBI 2000 31 83.87 49 42
>
> DL 2547 EWR-FLL 1545 31 83.87 45 34
>
> AS 197 SEA-ANC 1951 31 83.87 43 28
>
> DL 821 LGA-ATL 1700 31 83.87 43 33
>
> NW 634 MEM-LGA 1710 31 83.87 39 26
>
> AA 374 ORD-LGA 1200 31 83.87 38 24
>
> AA 799 LGA-DFW 2052 24 83.33 45 38
>
> UA 686 ORD-LGA 1200 24 83.33 39 34
>
> DL 2144 DFW-LGA 1430 30 83.33 59 60
>
> DL 1489 ATL-PBI 1005 30 83.33 53 35
>
> DL 993 LGA-MCO 2010 30 83.33 48 38
>
> DL 1529 LGA-CVG 1730 30 83.33 37 29
>
> DL 251 ATL-LAX 2340 29 82.76 38 34
>
> WN 872 MDW-IND 2025 23 82.61 43 26
>
> UA 1510 COS-ORD 1240 17 82.35 86 62
>
> AA 696 ORD-ROC 2035 17 82.35 70 41
>
> UA 775 ORD-OMA 1944 17 82.35 66 66
>
> UA 1573 IND-ORD 2006 17 82.35 66 37
>
> UA 1189 MEM-ORD 1125 17 82.35 60 29
>
> UA 1421 MCI-DEN 1740 17 82.35 60 36
>
> UA 1785 IND-ORD 1434 17 82.35 57 37
>
> UA 302 OMA-ORD 0800 17 82.35 56 33
>
> AA 486 MIA-ORD 1044 17 82.35 54 45
>
> UA 679 ORD-IND 1715 17 82.35 53 43
>
> AA 1017 BOS-ORD 1406 17 82.35 48 45
>
> UA 2761 COS-DEN 1058 17 82.35 28 24
>
> AA 346 ORD-LGA 1900 28 82.14 61 49
>
> AA 358 ORD-LGA 1600 28 82.14 56 48
>
> WN 341 SMF-LAS 2030 28 82.14 55 49
>
> DECEMBER 2000
>
> 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
>
> \-\-\-\-\-\-- \-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> WN 1731 SAN-SMF 1845 28 82.14 51 49
>
> WN 1728 SMF-SAN 1700 28 82.14 43 45
>
> UA 1717 LGA-IAD 1730 22 81.82 41 42
>
> UA 1809 ORD-CID 1930 16 81.25 81 62
>
> UA 779 BUF-ORD 1805 16 81.25 72 63
>
> UA 1880 TYS-ORD 1626 16 81.25 71 52
>
> UA 565 BNA-ORD 1715 16 81.25 70 38
>
> UA 1632 CID-ORD 1620 16 81.25 56 41
>
> UA 321 MDT-ORD 1740 16 81.25 50 33
>
> UA 663 EWR-ORD 1935 21 80.95 66 60
>
> AA 2564 DAL-LGA 1910 26 80.77 58 56
>
> DL 1643 LGA-ATL 1830 26 80.77 58 50
>
> WN 257 MDW-DTW 2000 26 80.77 49 40
>
> AS 111 PHX-SEA 2029 26 80.77 45 39
>
> AS 490 SEA-SJC 1849 26 80.77 36 32
>
> CO 1740 IAH-LAX 1845 26 80.77 28 20
>
> AA 354 ORD-LGA 1700 31 80.65 73 72
>
> AA 1089 ORD-MIA 1645 31 80.65 57 42
>
> AA 1125 ORD-MCO 1855 31 80.65 57 38
>
> AA 1599 ORD-MSP 2030 31 80.65 55 32
>
> UA 676 ORD-LGA 1700 31 80.65 54 46
>
> DL 1792 TPA-LGA 1430 31 80.65 52 34
>
> DL 635 LGA-ATL 1900 31 80.65 51 36
>
> DL 579 CVG-SJU 0920 31 80.65 44 41
>
> DL 2370 PBI-BDL 1810 31 80.65 44 30
>
> AA 643 LGA-FLL 1045 31 80.65 43 36
>
> DL 1247 LGA-TPA 1025 31 80.65 43 38
>
> DL 930 DFW-TPA 1915 31 80.65 43 31
>
> WN 1206 LAX-LAS 1700 31 80.65 43 30
>
> HP 2779 DCA-LAS 0845 31 80.65 42 31
>
> AA 366 ORD-LGA 1400 31 80.65 40 25
>
> UA 684 ORD-LGA 1300 31 80.65 37 32
>
> WN 2236 PHX-ONT 2025 31 80.65 36 31
>
> HP 239 PHX-LAS 1129 31 80.65 30 27
>
> WN 1013 SMF-LAX 1200 31 80.65 29 24
>
> CO 477 LGA-MCO 1955 15 80.00 73 52
>
> AS 558 SEA-SAN 2043 15 80.00 61 43
>
> UA 334 SAN-ORD 1125 15 80.00 38 23
>
> UA 433 ALB-ORD 0624 15 80.00 33 20
>
> AA 350 ORD-LGA 1800 25 80.00 65 48
>
> CO 1904 CLE-LGA 1600 25 80.00 49 31
>
> AA 772 DFW-LGA 1915 25 80.00 47 33
>
> UA 530 ORD-BOS 1445 25 80.00 41 32
>
> AA 1423 ORD-PHX 1912 30 80.00 62 47
>
> DL 1115 LGA-ATL 1600 30 80.00 60 36
>
> DECEMBER 2000
>
> 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 1886 LAX-ATL 1500 30 80.00 58 51
>
> DL 181 LGA-PBI 1610 30 80.00 56 42
>
> DL 2051 LGA-FLL 1845 30 80.00 56 31
>
> DL 917 LGA-ATL 1200 30 80.00 53 32
>
> DL 1948 ORD-SLC 1520 30 80.00 49 22
>
> DL 421 LGA-MCO 1145 30 80.00 48 30
>
> DL 581 LGA-ATL 1800 30 80.00 46 32
>
> DL 1798 ATL-FLL 1730 30 80.00 45 35
>
> DL 656 CVG-LGA 1925 30 80.00 43 33
>
> DL 2527 IAD-MCO 2035 30 80.00 40 28
>
> DL 1403 ORD-CVG 1555 30 80.00 39 30
>
> DECEMBER 2000
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 6. NUMBER AND PERCENTAGE OF REGULARLY SCHEDULED FLIGHTS I/
>
> ARRIVING LATE 70% OF THE TIME OR MORE
>
> NUMBER OF REGULARLY SCHEDULED FLIGHTS
>
> REGULARLY SCHEDULED FLIGHTS LATE 70% OF THE TIME OR MORE D/
>
> FOR WHICH
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
>
> CARRIER CARRIER REPORTED DATA NUMBER PERCENTAGE
>
> \-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-\-- \-\-\-\-\-\-\-\-\--
>
> ALASKA 428 38 8.9
>
> AMERICAN 2103 140 6.7
>
> UNITED 1981 116 5.9
>
> DELTA 2506 141 5.6
>
> NORTHWEST 1509 43 2.8
>
> SOUTHWEST 2706 77 2.8
>
> AMERICA WEST 624 17 2.7
>
> CONTINENTAL 1073 15 1.4
>
> US AIRWAYS 2137 29 1.4
>
> TRANS WORLD 729 9 1.2
>
> ALOHA 182 1 0.5
>
> TOTAL 15,978 626 3.9
>
> DECEMBER 2000
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT
>
> PERCENT REPORTED PERCENT REPORTED
>
> ON-TIME OPERATIONS ON-TIME OPERATIONS
>
> CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> AGUADILLA, P.R. (BQN) 55.6 88.2 18 17 EL PASO, TX. (ELP) 66.9 71.9
> 1,898 1,901
>
> AKRON/CANTON, OH. (CAK) 73.1 87.1 93 93 ELMIRA, N.Y. (ELM) 63.2 82.9
> 117 117
>
> ALBANY, N.Y. (ALB) 61.8 72.6 1,221 1,219 ERIE, PA. (ERI) 65.3 77.4 124
> 124
>
> ALBUQUERQUE, N.M. (ABQ) 64.3 70.5 2,997 2,991 EUGENE, OR. (EUG) 69.8
> 74.9 182 183
>
> ALLENTOWN, PA. (ABE) 55.9 65.1 472 473 FAIRBANKS, AK. (FAI) 68.6 78.5
> 405 405
>
> AMARILLO, TX. (AMA) 59.3 69.1 391 392 FARGO, N.D. (FAR) 51.7 72.2 180
> 180
>
> ANCHORAGE, AK. (ANC) 56.1 70.8 1,483 1,481 FAYETTEVILLE, N.C. (FAY)
> 74.2 84.9 93 93
>
> ASHEVILLE, N.C. (AVL) 63.7 80.6 124 124 FLINT, MI. (FNT) 51.6 61.8 122
> 123
>
> ATLANTA, GA. (ATL) 56.9 55.9 21,875 21,863 FRESNO, CA. (FAT) 61.3 74.2
> 31 31
>
> AUSTIN, TX. (AUS) 65.5 73.7 3,681 3,689 FT. LAUDERDALE, FL. (FLL) 57.2
> 67.5 4,747 4,744
>
> BALTIMORE, MD. (BWI) 69.8 68.9 8,246 8,246 FT. MYERS, FL. (RSW) 56.9
> 69.6 1,470 1,466
>
> BARROW, AK. (BRW) 63.9 62.5 72 72 FT. WAYNE, IN. (FWA) 37.9 52.5 58 59
>
> BATON ROUGE, LA. (BTR) 63.2 72.5 353 353 GRAND FORKS, N.D. (GFK) 56.6
> 77.6 76 76
>
> BETHEL, AK. (BET) 75.6 75.6 86 86 GRAND RAPIDS, MI. (GRR) 53.2 66.5
> 590 591
>
> BILLINGS, MT. (BIL) 53.6 67.4 293 291 GREAT FALLS, MT. (GTF) 61.5 74.9
> 187 187
>
> BINGHAMTON, N.Y. (BGM) 62.9 87.1 62 62 GREEN BAY, WI. (GRB) 54.8 73.1
> 252 253
>
> BIRMINGHAM, AL. (BHM) 64.7 70.5 1,664 1,666 GREENSBORO/HIGH PT., N.C.
> (GSO) 62.0 70.3 1,261 1,258
>
> BISMARCK, N.D. (BIS) 46.6 77.1 118 118 GREENVILLE/SPARTBG., S.C. (GSP)
> 57.5 68.4 525 526
>
> BOISE, ID. (BOI) 61.3 70.8 1,093 1,092 GULFPORT/BILOXI, MS. (GPT) 69.7
> 82.0 89 89
>
> BOSTON, MA. (BOS) 65.0 68.6 9,608 9,607 GUNNISON, CO. (GUC) 35.3 70.6
> 34 34
>
> BOZEMAN, MT. (BZN) 53.5 74.8 155 155 HARLINGEN, TX. (HRL) 65.7 70.6
> 347 347
>
> BRISTOL, TN. (TRI) 71.0 77.4 93 93 HARRISBURG, PA. (MDT) 53.3 70.9 582
> 584
>
> BROWNSVILLE, TX. (BRO) 71.4 90.9 21 22 HARTFORD, CT./SPGFLD, MA. (BDL)
> 64.1 68.4 3,024 3,026
>
> BUFFALO, N.Y. (BUF) 61.6 67.9 1,701 1,721 HELENA, MT. (HLN) 54.1 65.6
> 61 61
>
> BURBANK, CA. (BUR) 65.4 68.0 2,317 2,319 HILO, HAWAII, HI. (ITO) 91.0
> 91.6 465 465
>
> BURLINGTON, VT. (BTV) 61.8 70.0 217 217 HONOLULU, OAHU, HI. (HNL) 86.2
> 90.8 3,513 3,513
>
> CEDAR RAPIDS/IOWA CTY,IA. (CID) 59.9 65.9 394 396 HOUSTON, TX. (HOU)
> 66.1 62.9 4,708 4,703
>
> CHARLESTON, S.C. (CHS) 57.4 74.2 589 593 HOUSTON, TX. (IAH) 73.7 79.4
> 11,030 11,023
>
> CHARLESTON, W.V. (CRW) 73.1 86.0 93 93 HUNTSVILLE/DECATUR, AL. (HSV)
> 62.6 73.4 463 463
>
> CHARLOTTE, N.C. (CLT) 70.1 68.3 11,221 11,220 INDIANAPOLIS, IN. (IND)
> 60.4 68.2 2,932 2,934
>
> CHATTANOOGA, TN. (CHA) 74.2 82.8 93 93 INDIO/PALM SPRINGS, CA. (PSP)
> 62.4 77.3 497 494
>
> CHICAGO, IL. (MDW) 59.3 51.0 4,137 4,136 ISLIP/LONG IS., N.Y. (ISP)
> 73.9 79.7 840 839
>
> CHICAGO, IL. (ORD) 48.0 46.7 24,320 24,325 ITHACA, N.Y. (ITH) 63.2
> 83.8 117 117
>
> CINCINNATI, OH. (CVG) 64.5 65.4 5,789 5,783 JACKSON/VICKSBURG, MS.
> (JAN) 63.3 65.3 771 777
>
> CLEVELAND, OH. (CLE) 68.2 76.0 4,440 4,430 JACKSON, WY. (JAC) 28.2
> 45.1 71 71
>
> COLORADO SPRINGS, CO. (COS) 58.3 69.6 1,029 1,028 JACKSONVILLE, FL.
> (JAX) 62.8 71.7 2,194 2,195
>
> COLUMBIA, S.C. (CAE) 63.5 71.3 356 356 JUNEAU, AK. (JNU) 65.9 68.2 305
> 305
>
> COLUMBUS, OH. (CMH) 62.6 70.0 2,868 2,867 KAHULUI, MAUI, HI. (OGG)
> 89.2 89.6 1,487 1,487
>
> CORDOVA, AK. (CDV) 73.3 73.3 60 60 KALAMAZOO, MI. (AZO) 51.4 66.1 109
> 109
>
> CORPUS CHRISTI, TX. (CRP) 64.5 78.3 248 249 KALISPELL, MT. (FCA) 54.0
> 65.9 124 123
>
> DALLAS/FT. WORTH, TX. (DAL) 68.0 65.2 4,149 4,148 KANSAS CITY, MO.
> (MCI) 59.7 63.4 5,264 5,260
>
> DALLAS/FT. WORTH, TX. (DFW) 67.1 67.9 20,664 20,654 KETCHIKAN, AK.
> (KTN) 61.2 79.2 183 183
>
> DAYTON, OH. (DAY) 60.8 71.1 881 881 KNOXVILLE, TN. (TYS) 62.5 71.4 522
> 521
>
> DAYTONA BEACH, FL. (DAB) 53.8 67.4 184 184 KODIAK, AK. (ADQ) 52.5 50.8
> 61 61
>
> DEADHORSE, AK. (SCC) 86.7 76.7 30 30 KONA, HAWAII., HI. (KOA) 91.6
> 94.2 774 775
>
> DENVER, CO. (DEN) 64.1 65.8 11,588 11,585 KOTZEBUE, AK. (OTZ) 56.9
> 54.2 72 72
>
> DES MOINES, IA. (DSM) 55.2 62.9 543 544 LA CROSSE, WI. (LSE) 62.1 89.7
> 29 29
>
> DETROIT, MI. (DTW) 59.9 57.0 12,453 12,456 LANSING, MI. (LAN) 49.8
> 72.1 215 215
>
> DULUTH, MN. (DLH) 62.8 80.2 86 86 LAS VEGAS, NV. (LAS) 64.6 65.9
> 11,651 11,658
>
> DURANGO, CO. (DRO) 52.9 94.1 17 17 LEXINGTON/FRKFT, KY. (LEX) 49.8
> 64.7 271 269
>
> DUTCH HARBOR, AK. (DUT) 53.3 53.3 30 30 LIHUE, KAUAI, HI. (LIH) 90.8
> 94.6 868 867
>
> EAGLE, CO. (EGE) 50.9 70.9 167 165 LINCOLN, NE. (LNK) 65.0 66.7 183
> 183
>
> DECEMBER 2000
>
> AIR TRAVEL CONSUMER REPORT
>
> TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT
>
> PERCENT REPORTED PERCENT REPORTED
>
> ON-TIME OPERATIONS ON-TIME OPERATIONS
>
> CITY (AIRPORT) ARR. DEP. ARR. DEP. CITY (AIRPORT) ARR. DEP. ARR. DEP.
>
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
> \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
> \-\-\-\-- \-\-\-\-- \-\-\-\-\-\-- \-\-\-\-\-\--
>
> LITTLE ROCK, AR. (LIT) 57.8 66.5 1,126 1,126 SAGINAW, MI. (MBS) 52.5
> 70.0 314 313
>
> LONG BEACH, CA. (LGB) 71.8 80.5 266 266 SALT LAKE CITY, UT. (SLC) 60.3
> 65.0 6,786 6,788
>
> LOS ANGELES, CA. (LAX) 61.4 67.9 17,855 17,844 SAN ANTONIO, TX. (SAT)
> 63.7 72.1 3,210 3,213
>
> LOUISVILLE, KY. (SDF) 62.6 70.1 1,838 1,839 SAN DIEGO, CA. (SAN) 62.2
> 68.0 6,033 6,055
>
> LUBBOCK, TX. (LBB) 63.3 64.2 425 425 SAN FRANCISCO, CA. (OAK) 63.8
> 62.8 5,051 5,051
>
> MADISON, WI. (MSN) 52.7 65.8 298 298 SAN FRANCISCO, CA. (SFO) 65.5
> 71.3 11,000 10,998
>
> MANCHESTER, N.H. (MHT) 66.2 73.7 1,179 1,178 SAN JOSE, CA. (SJC) 65.1
> 69.1 6,200 6,202
>
> MEDFORD, OR. (MFR) 55.0 51.7 120 120 SAN JUAN, P.R. (SJU) 56.6 71.4
> 2,341 2,339
>
> MELBOURNE, FL. (MLB) 52.5 73.0 122 122 SANTA BARBARA, CA. (SBA) 77.2
> 76.0 149 150
>
> MEMPHIS, TN. (MEM) 67.3 65.4 4,793 4,792 SARASOTA/BRAD., FL. (SRQ)
> 55.4 74.5 379 377
>
> MIAMI, FL. (MIA) 63.1 71.9 5,647 5,642 SAVANNAH, GA. (SAV) 54.3 71.2
> 438 437
>
> MIDLAND/ODESSA, TX. (MAF) 68.3 74.5 423 423 SCRANTON/WILKES-BARRE,PA.
> (AVP) 58.9 82.3 124 124
>
> MILWAUKEE, WI. (MKE) 53.3 63.9 1,249 1,249 SEATTLE, WA. (SEA) 56.5
> 64.1 8,607 8,611
>
> MINNEAPLS/ST.P, MN. (MSP) 63.5 60.4 12,129 12,131 SHREVEPORT, LA.
> (SHV) 52.1 66.5 242 242
>
> MINOT, N.D. (MOT) 49.5 62.4 93 93 SIOUX CITY, IA. (SUX) 67.3 66.1 55
> 56
>
> MISSION/MCALLEN, TX. (MFE) 64.4 82.2 309 309 SIOUX FALLS, S.D. (FSD)
> 58.6 75.1 273 273
>
> MISSOULA, MT. (MSO) 49.1 63.0 167 165 SITKA, AK. (SIT) 56.5 73.9 92 92
>
> MOBILE,AL./PASCAGOULA,MS. (MOB) 55.6 63.8 356 354 SOUTH BEND, IN.
> (SBN) 67.1 74.7 146 146
>
> MOLINE, IL. (MLI) 54.0 66.1 174 174 SPOKANE, WA. (GEG) 56.3 67.8 1,110
> 1,109
>
> MONROE, LA. (MLU) 50.3 63.0 181 181 SPRINGFIELD, MO. (SGF) 61.2 74.9
> 170 171
>
> MONTROSE, CO. (MTJ) 65.9 87.8 41 41 ST. CROIX, V.I. (STX) 69.4 77.4 62
> 62
>
> MYRTLE BEACH, S.C. (MYR) 67.8 85.1 202 202 ST. LOUIS, MO. (STL) 60.2
> 59.7 13,713 13,697
>
> NASHVILLE, TN. (BNA) 65.6 67.8 4,844 4,839 ST. THOMAS, V.I. (STT) 58.3
> 74.0 300 300
>
> NEW ORLEANS, LA. (MSY) 65.4 73.0 4,370 4,373 STEAMBOAT SPRINGS, CO.
> (HDN) 43.8 60.0 80 80
>
> NEW YORK, N.Y. (JFK) 68.2 70.2 3,824 3,816 SYRACUSE, N.Y. (SYR) 59.6
> 73.8 926 927
>
> NEW YORK, N.Y. (LGA) 46.6 57.0 9,412 9,419 TALLAHASSEE, FL. (TLH) 53.9
> 61.2 152 152
>
> NEWARK, N.J. (EWR) 67.0 70.7 10,398 10,405 TAMPA, FL. (TPA) 60.1 71.2
> 5,770 5,768
>
> NEWBURGH, N.Y. (SWF) 30.1 62.4 93 93 TOLEDO, OH. (TOL) 50.0 71.0 62 62
>
> NOME, AK. (OME) 64.1 62.8 78 78 TRAVERSE CITY, MI. (TVC) 41.9 66.1 62
> 62
>
> NORFOLK/VA. BEACH, VA. (ORF) 61.4 72.9 1,302 1,305 TUCSON, AZ. (TUS)
> 65.0 77.2 1,727 1,730
>
> OKLAHOMA CITY, OK. (OKC) 55.5 62.7 1,611 1,613 TULSA, OK. (TUL) 59.0
> 68.9 1,663 1,664
>
> OMAHA, NE. (OMA) 57.8 63.2 1,425 1,425 VALPARAISO, FL. (VPS) 64.2 82.1
> 123 123
>
> ONTARIO, CA. (ONT) 63.5 70.6 3,028 3,006 WASHINGTON, D.C. (DCA) 69.1
> 76.6 7,548 7,559
>
> ORANGE COUNTY, CA. (SNA) 61.1 67.7 3,657 3,660 WASHINGTON, D.C. (IAD)
> 68.5 71.8 4,633 4,628
>
> ORLANDO, FL. (MCO) 60.5 69.4 8,685 8,684 WEST PALM BEACH, FL. (PBI)
> 52.4 63.1 1,906 1,906
>
> PASCO, WA. (PSC) 63.9 75.4 122 122 WHITE PLAINS, N.Y. (HPN) 48.2 51.7
> 415 416
>
> PENSACOLA, FL. (PNS) 59.5 70.6 476 477 WICHITA, KS. (ICT) 60.3 69.9
> 584 588
>
> PETERSBURG, AK. (PSG) 65.0 73.3 60 60 WILMINGTON, N.C. (ILM) 69.2 87.6
> 185 185
>
> PHILADELPHIA, PA. (PHL) 64.1 65.9 10,304 10,308 WRANGELL, AK. (WRG)
> 71.7 73.3 60 60
>
> PHOENIX, AZ. (PHX) 66.6 67.9 16,198 16,215 YAKUTAT, AK. (YAK) 58.3
> 75.0 60 60
>
> PITTSBURGH, PA. (PIT) 70.7 70.4 9,087 9,081
>
> PORTLAND, ME. (PWM) 58.3 70.1 521 521
>
> PORTLAND, OR. (PDX) 61.1 68.8 4,825 4,826
>
> PROVIDENCE, R.I. (PVD) 69.8 77.8 2,303 2,306
>
> RALEIGH/DURHAM, N.C. (RDU) 61.4 72.7 2,938 2,938
>
> RAPID CITY, S.D. (RAP) 51.9 83.7 104 104
>
> RENO, NV. (RNO) 64.4 71.6 2,328 2,327
>
> RICHMOND, VA. (RIC) 66.5 72.8 1,398 1,401
>
> ROANOKE, VA. (ROA) 65.9 73.2 179 179
>
> ROCHESTER, MN. (RST) 54.1 67.0 205 206
>
> ROCHESTER, N.Y. (ROC) 60.6 68.7 1,164 1,163
>
> SACRAMENTO, CA. (SMF) 58.9 63.6 3,298 3,298

DECEMBER 2000

AIR TRAVEL CONSUMER REPORT

TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS

BY CARRIER

AT 29 REPORTABLE AIRPORTS B/ AT ALL REPORTED AIRPORTS C/

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

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

AIRPORTS OPERATIONS OPERATIONS OPERATIONS AIRPORTS OPERATIONS OPERATIONS
OPERATIONS

CARRIER A/ REPORTED SCHEDULED CANCELLED CANCELLED REPORTED SCHEDULED
CANCELLED CANCELLED

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

DELTA S/ 29 54399 5587 10.3 109 75331 7575 10.1

AMERICAN S/ 29 48016 4799 10.0 98 63959 5997 9.4

UNITED S/ 29 47109 3349 7.1 99 61984 4336 7.0

NORTHWEST S/ 29 30098 1906 6.3 118 45821 2896 6.3

TRANS WORLD S/ 28 15768 863 5.5 72 21284 1199 5.6

AMERICA WEST S/ 25 14086 657 4.7 53 18652 868 4.7

US AIRWAYS S/ 25 45794 2049 4.5 88 63727 2805 4.4

ALASKA S/ 8 7447 271 3.6 34 12869 463 3.6

CONTINENTAL S/ 28 24131 669 2.8 85 33041 871 2.6

SOUTHWEST S/ 14 29419 430 1.5 58 78730 1491 1.9

ALOHA S/ 0 0 0 N/A 6 5640 99 1.8

T O T A L 316,267 20,580 6.5 481,038 28,600 5.9

**[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 29 airports for which data must be
reported. Data include all reported domestic flight operations to the 29
reportable airports (e.g., Albany to Atlanta, Toledo to Boston).

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

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

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

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

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

**H** Carrier did not serve airport.

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

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

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

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

**V** Carrier reported data voluntarily.

**[APPENDIX]{.underline}**

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

+--------+------------------------------+------------------------------+
|        | **[Airports Covered by the   | > **[Air Carriers Required   |
|        | Rule]{.underline}**          | > to Report]{.underline}**   |
|        |                              | >                            |
|        | Atlanta. Hartsfield ATL      | > **[Data to DOT and to CRS  |
|        |                              | > Vendors]{.underline}**     |
|        | Baltimore/Washington         | >                            |
|        | International BWI            | > AS Alaska Airlines         |
|        |                              | >                            |
|        | Boston. Logan International  | > HP America West Airlines   |
|        | BOS                          | >                            |
|        |                              | > AA American Airlines       |
|        | Charlotte. Douglas CLT       | >                            |
|        |                              | > CO Continental Airlines    |
|        | Chicago. 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              |
|        |                              | >                            |
|        | Houston. George Bush IAH     | > **[Air Carriers            |
|        |                              | > Voluntarily                |
|        | Las Vegas. McCarran          | > Reporting]{.underline}**   |
|        | International LAS            | >                            |
|        |                              | > **[Data to DOT and to CRS  |
|        | Los Angeles International    | > Vendors]{.underline}**     |
|        | LAX                          | >                            |
|        |                              | > AQ Aloha Airlines          |
|        | Miami International MIA      |                              |
|        |                              | ![](media/image7.wmf){       |
|        | Minneapolis-St. Paul         | width="2.6194444444444445in" |
|        | International MSP            | he                           |
|        |                              | ight="0.6347222222222222in"} |
|        | Newark International EWR     |                              |
|        |                              |                              |
|        | New York. JFK International  |                              |
|        | JFK                          |                              |
|        |                              |                              |
|        | New York. LaGuardia LGA      |                              |
|        |                              |                              |
|        | Orlando International MCO    |                              |
|        |                              |                              |
|        | Philadelphia International   |                              |
|        | PHL                          |                              |
|        |                              |                              |
|        | Phoenix. Sky Harbor          |                              |
|        | International PHX            |                              |
|        |                              |                              |
|        | Pittsburgh. Greater          |                              |
|        | International PIT            |                              |
|        |                              |                              |
|        | Portland International PDX   |                              |
|        |                              |                              |
|        | St. Louis. Lambert STL       |                              |
|        |                              |                              |
|        | Salt Lake City International |                              |
|        | SLC                          |                              |
|        |                              |                              |
|        | San Diego. Lindbergh Field   |                              |
|        | SAN                          |                              |
|        |                              |                              |
|        | San Francisco International  |                              |
|        | SFO                          |                              |
|        |                              |                              |
|        | Seattle-Tacoma International |                              |
|        | SEA                          |                              |
|        |                              |                              |
|        | Tampa. Tampa International   |                              |
|        | TPA                          |                              |
|        |                              |                              |
|        | Washington. Reagan National  |                              |
|        | DCA                          |                              |
+--------+------------------------------+------------------------------+

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

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***DECEMBER***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            | *   |        |       |   | **   |        |       |
|   |            | *DE |        |       |   | DECE |        |       |
|   |            | CEM |        |       |   | MBER |        |       |
|   |            | BER |        |       |   | 19   |        |       |
|   |            | 200 |        |       |   | 99** |        |       |
|   |            | 0** |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| # | #####      | *   | **EN   | *     |   | **T  | **EN   | *     |
| # | ## AIRLINE | *TO | PLANED | *REPO |   | OTAL | PLANED | *REPO |
| # |            | TAL | PASSEN | RTS** |   | BAG  | PASSEN | RTS** |
| # |            | B   | GERS** |       |   | GAGE | GERS** |       |
| # |            | AGG |        | **PER |   | R    |        | **PER |
| # |            | AGE |        | 1,000 |   | EPOR |        | 1,000 |
| # |            | REP |        | PA    |   | TS** |        | PA    |
|   |            | ORT |        | SSENG |   |      |        | SSENG |
| R |            | S** |        | ERS** |   |      |        | ERS** |
| A |            |     |        |       |   |      |        |       |
| N |            |     |        |       |   |      |        |       |
| K |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | ALASKA     | 4,  | 1,0    | **4   |   | 6    | 9      | **6   |
|   | AIRLINES   | 762 | 03,007 | .75** |   | ,855 | 98,599 | .86** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 2 | US AIRWAYS | 27, | 4,7    | **5   |   | 20   | 4,2    | **4   |
|   |            | 394 | 12,098 | .81** |   | ,552 | 30,427 | .86** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 3 | AMERICA    | 10, | 1,6    | **6   |   | 9    | 1,4    | **6   |
|   | WEST       | 372 | 05,346 | .46** |   | ,466 | 99,500 | .31** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 4 | C          | 22, | 2,9    | **7   |   | 14   | 2,9    | **4   |
|   | ONTINENTAL | 503 | 87,149 | .53** |   | ,307 | 95,185 | .78** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 5 | DELTA AIR  | 56, | 7,4    | **7   |   | 33   | 7,9    | **4   |
|   | LINES      | 735 | 55,361 | .61** |   | ,530 | 64,493 | .21** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 6 | SOUTHWEST  | 49, | 5,9    | **8   |   | 27   | 5,4    | **5   |
|   | AIRLINES   | 760 | 16,878 | .41** |   | ,555 | 07,144 | .10** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 7 | UNITED     | 49, | 5,7    | **8   |   | 49   | 6,2    | **7   |
|   | AIRLINES   | 839 | 24,039 | .71** |   | ,380 | 61,727 | .89** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 8 | AMERICAN   | 45, | 5,2    | **8   |   | 31   | 5,3    | **5   |
|   | AIRLINES   | 909 | 43,155 | .76** |   | ,592 | 89,728 | .86** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 9 | NORTHWEST  | 37, | 3,7    | **10  |   | 22   | 3,8    | **5   |
|   | AIRLINES   | 232 | 22,437 | .00** |   | ,431 | 55,507 | .82** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | TRANS      | 19, | 1,8    | **10  |   | 12   | 1,9    | **6   |
| 0 | WORLD      | 950 | 25,588 | .93** |   | ,649 | 23,823 | .57** |
|   | AIRLINES   |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   | TOTALS     | 3   | 40,1   | **8   |   | 228  | 40,5   | **5   |
|   |            | 24, | 95,058 | .07** |   | ,317 | 26,133 | .63** |
|   |            | 456 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+

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

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY TO DECEMBER***

***MISHANDLED BAGGAGE REPORTS***

***FILED BY PASSENGERS***

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

+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            | **J |        |       |   | *    |        |       |
|   |            | ANU |        |       |   | *JAN |        |       |
|   |            | ARY |        |       |   | UARY |        |       |
|   |            | TO  |        |       |   | TO   |        |       |
|   |            | DE  |        |       |   | DECE |        |       |
|   |            | CEM |        |       |   | MBER |        |       |
|   |            | BER |        |       |   | 19   |        |       |
|   |            | 200 |        |       |   | 99** |        |       |
|   |            | 0** |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| # | #####      | *   | **EN   | *     |   | **T  | **EN   | *     |
| # | ## AIRLINE | *TO | PLANED | *REPO |   | OTAL | PLANED | *REPO |
| # |            | TAL | PASSEN | RTS** |   | BAG  | PASSEN | RTS** |
| # |            | B   | GERS** |       |   | GAGE | GERS** |       |
| # |            | AGG |        | **PER |   | R    |        | **PER |
| # |            | AGE |        | 1,000 |   | EPOR |        | 1,000 |
| # |            | REP |        | PA    |   | TS** |        | PA    |
|   |            | ORT |        | SSENG |   |      |        | SSENG |
| R |            | S** |        | ERS** |   |      |        | ERS** |
| A |            |     |        |       |   |      |        |       |
| N |            |     |        |       |   |      |        |       |
| K |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | ALASKA     | 41, | 11,8   | **3   |   | 69   | 12,0   | **5   |
|   | AIRLINES   | 331 | 75,197 | .48** |   | ,520 | 84,918 | .75** |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 2 | DELTA AIR  | 4   | 101,2  | **4   |   | 437  | 99,7   | **4   |
|   | LINES      | 54, | 07,498 | .49** |   | ,838 | 05,011 | .39** |
|   |            | 730 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 3 | US AIRWAYS | 2   | 57,4   | **4   |   | 276  | 54,4   | **5   |
|   |            | 73, | 77,496 | .76** |   | ,405 | 30,359 | .08** |
|   |            | 327 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 4 | SOUTHWEST  | 3   | 72,5   | **5   |   | 275  | 65,2   | **4   |
|   | AIRLINES   | 62, | 68,342 | .00** |   | ,812 | 87,547 | .22** |
|   |            | 666 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 5 | NORTHWEST  | 2   | 48,5   | **5   |   | 224  | 46,7   | **4   |
|   | AIRLINES   | 54, | 73,356 | .24** |   | ,693 | 50,314 | .81** |
|   |            | 767 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 6 | C          | 1   | 36,6   | **5   |   | 160  | 36,2   | **4   |
|   | ONTINENTAL | 96, | 95,355 | .35** |   | ,015 | 28,639 | .42** |
|   | AIRLINES   | 332 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 7 | AMERICAN   | 3   | 69,6   | **5   |   | 333  | 64,0   | **5   |
|   | AIRLINES   | 82, | 78,100 | .50** |   | ,551 | 55,305 | .21** |
|   |            | 986 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 8 | TRANS      | 1   | 25,4   | **6   |   | 133  | 24,7   | **5   |
|   | WORLD      | 54, | 83,375 | .06** |   | ,210 | 44,110 | .38** |
|   | AIRLINES   | 403 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 9 | UNITED     | 4   | 74,4   | **6   |   | 543  | 77,5   | **7   |
|   | AIRLINES   | 89, | 50,897 | .57** |   | ,491 | 83,494 | .01** |
|   |            | 138 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
| 1 | AMERICA    | 1   | 19,4   | **6   |   | 82   | 18,2   | **4   |
| 0 | WEST       | 28, | 56,960 | .62** |   | ,483 | 33,821 | .52** |
|   | AIRLINES   | 783 |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   |            |     |        |       |   |      |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+
|   | TOTALS     | 2,7 | 517,4  | **5   |   | 2    | 499,1  | **5   |
|   |            | 38, | 66,576 | .29** |   | ,537 | 03,518 | .08** |
|   |            | 463 |        |       |   | ,018 |        |       |
+---+------------+-----+--------+-------+---+------+--------+-------+

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

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

**[OVERSALES]{.underline}**

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

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

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

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

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JULY-SEPTEMBER***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **JULY-SEPTEMBER                                                   **JULY-SEPTEMBER                                  
                          2000**                                                             1999**                                            

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

                          Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                               

  1      ***DELTA AIR     55,339                662           26,293,384    **0.25**         43,651                1,567         25,855,692    **0.61**
         LINES***                                                                                                                              

                                                                                                                                               

  2      ***AMERICAN      47,289                634           20,643,034    **0.31**         57,242                713           19,267,801    **0.37**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  3      ***US AIRWAYS*** 19,166                559           15,116,844    **0.37**         19,015                350           13,495,129    **0.26**

                                                                                                                                               

  4      ***NORTHWEST     24,102                602           14,354,388    **0.42**         22,363                163           13,900,327    **0.12**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  5      ***AMERICA WEST  14,507                376           5,314,934     **0.71**         17,274                738           4,997,967     **1.48**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  6      ***UNITED        25,452                2,531         19,507,333    **1.30**         38,689                1,210         21,843,465    **0.55**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  7      ***ALASKA        8,147                 481           3,652,675     **1.32**         4,919                 350           3,811,080     **0.92**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  8      ***SOUTHWEST     18,379                3,220         18,821,145    **1.71**         18,919                2,369         17,020,885    **1.39**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  9      ***CONTINENTAL   12,538                1,922         10,299,565    **1.87**         13,936                290           10,202,941    **0.28**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  10     ***TRANS WORLD   22,684                2,749         6,820,591     **4.03**         15,958                63            6,605,087     **0.10**
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     247,603               13,736        140,823,893   **0.98**         251,966               7,813         137,000,374   **0.57**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

Note: United Airlines has advised us that it may not have correctly
reported those passengers who were involuntarily denied boarding prior
to the 4^th^ Q of 1999. Therefore, the data in this report may reflect
an inaccurate rate of passengers denied boarding involuntarily by United
for the 3^rd^ Q of 1999.

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

***JANUARY-SEPTEMBER***

***PASSENGERS DENIED BOARDING***

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

  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------
                          **JANUARY-SEPTEMBER                                                **JANUARY-SEPTEMBER                               
                          2000**                                                             1999**                                            

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

                          Voluntary             Involuntary                                  Voluntary             Involuntary                 

                                                                                                                                               

  1      ***DELTA AIR     172,546               2,675         77,988,654    **0.34**         143,707               15,230        76,926,030    **1.98**
         LINES***                                                                                                                              

                                                                                                                                               

  2      ***NORTHWEST     82,574                1,739         40,374,668    **0.43**         68,564                772           38,374,040    **0.20**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  3      ***AMERICAN      168,262               2,624         59,663,773    **0.44**         192,119               2,278         54,433,093    **0.42**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  4      ***US AIRWAYS*** 65,909                2,846         42,471,549    **0.67**         60,149                2,302         40,517,315    **0.57**

                                                                                                                                               

  5      ***AMERICA WEST  46,888                1,941         15,321,997    **1.27**         41,091                1,949         14,160,423    **1.38**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  6      ***CONTINENTAL   47,828                4,356         30,294,940    **1.44**         46,975                839           29,496,569    **0.28**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  7      ***ALASKA        26,620                1,572         10,244,180    **1.53**         17,928                1,018         10,312,660    **0.99**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  8      ***UNITED        91,362                9,643         58,805,953    **1.64**         102,185               4,170         60,254,240    **0.69**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  9      ***SOUTHWEST     68,628                9,975         54,066,772    **1.84**         59,775                6,816         48,558,809    **1.40**
         AIRLINES***                                                                                                                           

                                                                                                                                               

  10     ***TRANS WORLD   50,762                5,310         19,262,621    **2.76**         52,952                1,652         18,717,037    **0.88**
         AIRLINES***                                                                                                                           

                                                                                                                                               

         ***TOTALS***     821,379               42,681        408,495,107   **1.04**         785,445               37,026        391,750,216   **0.95**
  ------ ---------------- --------------------- ------------- ------------- ------------- -- --------------------- ------------- ------------- -------------

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

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

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

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

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

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

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

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

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

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

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

Table 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

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

                      COMPLAINTS   OPINIONS   COMPLIMENTS   INFO          COMPLAINTS   OPINIONS   COMPLIMENTS   INFO
                                                            REQUESTS                                            REQUESTS

                                                                                                                

  U.S. AIRLINES       1,077        36         9             30            1,227        171        16            57

  FOREIGN AIRLINES    171          1          0             1             185          5          3             4

  TRAVEL AGENTS       14           0          0             0             12           0          0             0

  TOUR OPERATORS      3            0          0             0             14           0          0             0

  MISCELLANEOUS[^5]   20           5          0             7             32           14         0             5

  INDUSTRY TOTALS     1,285        42         9             38            1,470        190        19            66
  ------------------- ------------ ---------- ------------- ---------- -- ------------ ---------- ------------- ----------

Table 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^6]

  ------------------- ---------- -------------------- ---------- -- ---------- ---------------- ----------
                      DECEMBER                                      DECEMBER                    
                      2000                                          1999                        

  COMPLAINT CATEGORY  RANKING    COMPLAINTS[^7]^\*^   SUB           RANKING    COMPLAINTS\*\*   SUB
                                                      CATEGORY                                  CATEGORY

                                                                                                

  FLIGHT PROBLEMS     1          472                                1          482              

  CANCELLATIONS                                       198                                       158

  DELAYS                                              132                                       163

  MISCONNECTIONS                                      27                                        64

                                                                                                

  CUSTOMER SERVICE    2          228                                2          306              

                                                                                                

  BAGGAGE             3          205                                3          251              

                                                                                                

  RES/TKTG/BOARDING   4          128                                4          110              

                                                                                                

  REFUNDS             5          81                                 5          89               

                                                                                                

  OTHER               6          50                                 7          58               

  FREQUENT FLYER                                      21                                        19

                                                                                                

  FARES               7          41                                 6          63               

                                                                                                

  OVERSALES           8          39                                 8          54               

                                                                                                

  DISABILITY          9          37                                 9          47               

                                                                                                

  ADVERTISING         10         2                                  10         6                

                                                                                                

  ANIMALS             11         1                                  N/A        0                

                                                                                                

  TOURS OR CHARTERS   11         1                                  11         4                

                                                                                                

  COMPLAINT TOTAL                1,285                                         1,470            
  ------------------- ---------- -------------------- ---------- -- ---------- ---------------- ----------

NOTE: EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY" COMPLAINTS
ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY COMPLAINTS
WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO, COMPLAINTS
ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE SEPARATE CATEGORIES,
ARE NOW INCLUDED IN THE "OTHER" CATEGORY. EFFECTIVE WITH THE OCTOBER
2000 REPORT, "ANIMALS" WAS ADDED AS A NEW CATEGORY.

Table 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^8]

DECEMBER 2000

<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>14</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>7</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>30</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>8</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>32</td>
<td>0</td>
<td>13</td>
<td>1</td>
<td>3</td>
<td>8</td>
<td>14</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>73</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>57</td>
<td>4</td>
<td>16</td>
<td>4</td>
<td>8</td>
<td>20</td>
<td>24</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>8</td>
<td>145</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE</td>
<td>12</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>17</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>10</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>16</td>
</tr>
<tr class="odd">
<td>COMAIR</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</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="even">
<td>CONTINENTAL AIRLINES</td>
<td>16</td>
<td>3</td>
<td>14</td>
<td>1</td>
<td>5</td>
<td>17</td>
<td>16</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>4</td>
<td>78</td>
</tr>
<tr class="odd">
<td>DELTA AIR LINES</td>
<td>72</td>
<td>4</td>
<td>8</td>
<td>7</td>
<td>4</td>
<td>14</td>
<td>19</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>136</td>
</tr>
<tr class="even">
<td>HORIZON AIRLINES</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>8</td>
</tr>
<tr class="odd">
<td>MIDWAY AIRLINES</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="even">
<td>NATIONAL AIRLINES</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>33</td>
<td>3</td>
<td>11</td>
<td>2</td>
<td>5</td>
<td>14</td>
<td>8</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>83</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>6</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>4</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>16</td>
</tr>
<tr class="odd">
<td>SPIRIT AIRLINES</td>
<td>11</td>
<td>3</td>
<td>2</td>
<td>1</td>
<td>1</td>
<td>6</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>28</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>19</td>
<td>3</td>
<td>9</td>
<td>2</td>
<td>4</td>
<td>5</td>
<td>8</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>54</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>65</td>
<td>4</td>
<td>21</td>
<td>5</td>
<td>8</td>
<td>31</td>
<td>61</td>
<td>10</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>8</td>
<td>213</td>
</tr>
<tr class="even">
<td>UNITED EXPRESS</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>46</td>
<td>0</td>
<td>2</td>
<td>7</td>
<td>1</td>
<td>14</td>
<td>15</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>91</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>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>6</td>
</tr>
<tr class="odd">
<td>VANGUARD AIRLINES</td>
<td>2</td>
<td>0</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>8</td>
</tr>
<tr class="even">
<td>OTHER U.S. AIRLINES</td>
<td>19</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>9</td>
<td>2</td>
<td>10</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>46</td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>TOTAL DECEMBER 2000</td>
<td>433</td>
<td>27</td>
<td>106</td>
<td>36</td>
<td>52</td>
<td>154</td>
<td>196</td>
<td>30</td>
<td>1</td>
<td>0</td>
<td>1</td>
<td>41</td>
<td>1,077</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>40.5</td>
<td>2.5</td>
<td>9.9</td>
<td>3.4</td>
<td>4.9</td>
<td>14.4</td>
<td>18.3</td>
<td>2.8</td>
<td>0.1</td>
<td>0</td>
<td>0.1</td>
<td>3.8</td>
<td></td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>TOTAL DECEMBER 1999</td>
<td>440</td>
<td>42</td>
<td>84</td>
<td>56</td>
<td>65</td>
<td>195</td>
<td>262</td>
<td>40</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>40</td>
<td>1,227</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>35.9</td>
<td>3.4</td>
<td>6.8</td>
<td>4.6</td>
<td>5.3</td>
<td>15.9</td>
<td>21.4</td>
<td>3.3</td>
<td>0.2</td>
<td>0.1</td>
<td>0</td>
<td>3.3</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></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

DECEMBER 2000

<table>
<colgroup>
<col style="width: 27%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 6%" />
<col style="width: 7%" />
<col style="width: 2%" />
<col style="width: 7%" />
<col style="width: 8%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a></p>
<p>ALPHABETICAL</p></td>
<td><p>COMPS RECD</p>
<p>IN</p>
<p>DEC.</p></td>
<td><p>INCI-DENTS IN</p>
<p>DEC.</p></td>
<td>PERCENT</td>
<td></td>
<td><p>INCI-DENTS IN</p>
<p>NOV.</p></td>
<td>PERCENT</td>
<td></td>
<td>INCI-DENTS IN ALL PRIOR MONTHS</td>
<td>PERCENT</td>
<td></td>
<td>UN-KNOWN INCI-DENT DATE</td>
<td>PERCENT</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIRTRAN AIRWAYS</td>
<td>30</td>
<td>11</td>
<td>36.7</td>
<td></td>
<td>5</td>
<td>16.7</td>
<td></td>
<td>5</td>
<td>16.7</td>
<td></td>
<td>9</td>
<td>30.0</td>
</tr>
<tr class="even">
<td>ALASKA AIRLINES</td>
<td>8</td>
<td>3</td>
<td>37.5</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>2</td>
<td>25.0</td>
<td></td>
<td>3</td>
<td>37.5</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>73</td>
<td>14</td>
<td>19.2</td>
<td></td>
<td>10</td>
<td>13.7</td>
<td></td>
<td>12</td>
<td>16.4</td>
<td></td>
<td>37</td>
<td>50.7</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>145</td>
<td>57</td>
<td>39.3</td>
<td></td>
<td>16</td>
<td>11.0</td>
<td></td>
<td>27</td>
<td>18.6</td>
<td></td>
<td>45</td>
<td>31.0</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE</td>
<td>17</td>
<td>7</td>
<td>41.2</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>3</td>
<td>17.6</td>
<td></td>
<td>7</td>
<td>41.2</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>16</td>
<td>7</td>
<td>43.8</td>
<td></td>
<td>2</td>
<td>12.5</td>
<td></td>
<td>1</td>
<td>6.2</td>
<td></td>
<td>6</td>
<td>37.5</td>
</tr>
<tr class="odd">
<td>COMAIR</td>
<td>6</td>
<td>4</td>
<td>66.7</td>
<td></td>
<td>1</td>
<td>16.7</td>
<td></td>
<td>1</td>
<td>16.7</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="even">
<td>CONTINENTAL AIRLINES</td>
<td>78</td>
<td>17</td>
<td>21.8</td>
<td></td>
<td>7</td>
<td>9.0</td>
<td></td>
<td>19</td>
<td>24.4</td>
<td></td>
<td>35</td>
<td>44.9</td>
</tr>
<tr class="odd">
<td>DELTA AIR LINES</td>
<td>136</td>
<td>63</td>
<td>46.3</td>
<td></td>
<td>18</td>
<td>13.2</td>
<td></td>
<td>17</td>
<td>12.5</td>
<td></td>
<td>38</td>
<td>27.9</td>
</tr>
<tr class="even">
<td>HORIZON AIRLINES</td>
<td>8</td>
<td>1</td>
<td>12.5</td>
<td></td>
<td>1</td>
<td>12.5</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>6</td>
<td>75.0</td>
</tr>
<tr class="odd">
<td>MIDWAY AIRLINES</td>
<td>5</td>
<td>2</td>
<td>40.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>2</td>
<td>40.0</td>
</tr>
<tr class="even">
<td>NATIONAL AIRLINES</td>
<td>5</td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>4</td>
<td>80.0</td>
</tr>
<tr class="odd">
<td>NORTHWEST AIRLINES</td>
<td>83</td>
<td>36</td>
<td>43.4</td>
<td></td>
<td>2</td>
<td>2.4</td>
<td></td>
<td>15</td>
<td>18.1</td>
<td></td>
<td>30</td>
<td>36.1</td>
</tr>
<tr class="even">
<td>SOUTHWEST AIRLINES</td>
<td>16</td>
<td>6</td>
<td>37.5</td>
<td></td>
<td>3</td>
<td>18.8</td>
<td></td>
<td>4</td>
<td>25.0</td>
<td></td>
<td>3</td>
<td>18.8</td>
</tr>
<tr class="odd">
<td>SPIRIT AIRLINES</td>
<td>28</td>
<td>10</td>
<td>35.7</td>
<td></td>
<td>5</td>
<td>17.9</td>
<td></td>
<td>1</td>
<td>3.6</td>
<td></td>
<td>12</td>
<td>42.9</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>54</td>
<td>14</td>
<td>25.9</td>
<td></td>
<td>5</td>
<td>9.3</td>
<td></td>
<td>10</td>
<td>18.5</td>
<td></td>
<td>25</td>
<td>46.3</td>
</tr>
<tr class="odd">
<td>UNITED AIRLINES</td>
<td>213</td>
<td>65</td>
<td>30.5</td>
<td></td>
<td>29</td>
<td>13.6</td>
<td></td>
<td>41</td>
<td>19.2</td>
<td></td>
<td>78</td>
<td>36.6</td>
</tr>
<tr class="even">
<td>UNITED EXPRESS</td>
<td>5</td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>1</td>
<td>20.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>3</td>
<td>60.0</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>91</td>
<td>27</td>
<td>29.7</td>
<td></td>
<td>9</td>
<td>9.9</td>
<td></td>
<td>13</td>
<td>14.3</td>
<td></td>
<td>42</td>
<td>46.2</td>
</tr>
<tr class="even">
<td>US AIRWAYS EXPRESS</td>
<td>6</td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>6</td>
<td>100.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
</tr>
<tr class="odd">
<td>VANGUARD AIRLINES</td>
<td>8</td>
<td>2</td>
<td>25.0</td>
<td></td>
<td>0</td>
<td>0.0</td>
<td></td>
<td>2</td>
<td>25.0</td>
<td></td>
<td>4</td>
<td>50.0</td>
</tr>
<tr class="even">
<td>OTHER U.S. AIRLINES</td>
<td>46</td>
<td>17</td>
<td>37.0</td>
<td></td>
<td>8</td>
<td>17.4</td>
<td></td>
<td>7</td>
<td>15.2</td>
<td></td>
<td>14</td>
<td>30.4</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>
</tr>
<tr class="even">
<td><strong>TOTALS</strong></td>
<td>1,077</td>
<td>365</td>
<td>33.9</td>
<td></td>
<td>128</td>
<td>11.9</td>
<td></td>
<td>181</td>
<td>16.8</td>
<td></td>
<td>403</td>
<td>37.4</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>
</tr>
<tr class="even">
<td><strong>PREVIOUS YEAR'S TOTALS</strong></td>
<td>1,227</td>
<td>332</td>
<td>27.1</td>
<td></td>
<td>342</td>
<td>27.9</td>
<td></td>
<td>425</td>
<td>34.6</td>
<td></td>
<td>128</td>
<td>10.4</td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup>AIRLINES ARE LISTED INDIVIDUALLY IF DOT
RECEIVED 5 OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD.
COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN
THAT ARE INCLUDED UNDER 'OTHER U.S. AIRLINES'.<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

Table 5

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S. AIRLINES[^9]

BY COMPLAINT CATEGORY[^10]^\*^

DECEMBER 2000

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

                                                                                                                                                                       

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

  AEROMEXICO                 0          0            0                   0       0         4         0          0             0              0       0         1       5

  AIR ARUBA                  5          1            0                   0       6         0         1          0             0              0       0         0       13

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

  AIR FRANCE                 6          1            3                   1       2         3         5          0             0              0       0         0       21

  AIR JAMAICA                3          2            2                   0       3         2         0          0             0              0       0         2       14

  ALITALIA AIRLINES          2          1            0                   0       0         1         0          0             0              0       0         2       6

  BRITISH AIRWAYS            1          0            0                   1       1         5         4          1             0              0       0         0       13

  KLM                        2          0            0                   0       0         2         1          0             0              0       0         0       5

  LUFTHANSA                  0          0            2                   1       1         4         1          0             0              0       0         0       9

  SABENA                     1          0            0                   0       0         3         1          0             0              0       0         0       5

  TACA INTERNATIONAL         0          0            0                   0       0         4         2          0             0              0       0         0       6
  AIRLINES                                                                                                                                                             

  OTHER FOREIGN AIRLINES     11         4            7                   1       9         18        11         4             0              0       0         1       66

  TOTALS                     33         10           15                  4       23        47        28         5             0              0       0         6       171

                                                                                                                                                                       

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

  OTHER TRAVEL AGENTS        1          1            5                   0       5         1         1          0             0              0       0         0       14

  TOTALS                     1          1            5                   0       5         1         1          0             0              0       0         0       14

                                                                                                                                                                       

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

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

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

                                                                                                                                                                       

  **[MISCELLANEOUS                                                                                                                                                     
  \*\*\*]{.underline}**                                                                                                                                                

  OTHER MISCELLANEOUS        4          0            2                   1       1         3         3          2             1              0       0         3       20

  TOTALS                     4          0            2                   1       1         3         3          2             1              0       0         3       20

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 6

**DECEMBER**

**CONSUMER COMPLAINTS: RANKINGS**

**U.S. AIRLINES \***

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

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

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

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

                                                                                                                                                     

  1            ***SOUTHWEST                  16                 5,927,224            **0.27**                16                 5,416,467            **0.30**
               AIRLINES***                                                                                                                           

  2            ***ALASKA                     8                  1,153,133            **0.69**                27                 1,133,128            **2.38**
               AIRLINES***                                                                                                                           

  3            ***DELTA AIR                  136                7,795,071            **1.74**                137                8,229,270            **1.66**
               LINES***                                                                                                                              

  4            ***US AIRWAYS***              91                 4,911,599            **1.85**                90                 4,365,786            **2.06**

  5            ***NORTHWEST                  83                 4,483,326            **1.85**                91                 4,523,556            **2.01**
               AIRLINES***                                                                                                                           

  6            ***CONTINENTAL                78                 3,665,783            **2.13**                78                 3,583,534            **2.18**
               AIRLINES***                                                                                                                           

  7            ***AMERICAN                   145                6,638,681            **2.18**                217                6,721,573            **3.23**
               AIRLINES***                                                                                                                           

  8            ***TRANS WORLD                54                 1,885,751            **2.86**                56                 2,000,104            **2.80**
               AIRLINES***                                                                                                                           

  9            ***UNITED                     213                6,515,291            **3.27**                164                6,909,004            **2.37**
               AIRLINES***                                                                                                                           

  10           ***AMERICA WEST               73                 1,652,538            **4.42**                72                 1,535,090            **4.69**
               AIRLINES***                                                                                                                           

               **TOTAL**                     **897**            **44,628,397**       **2.01**                **948**            **44,417,512**       **2.13**
  ------------ ---------------- ------------ ------------------ -------------------- -------------------- -- ------------------ -------------------- --------------------

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.

Table 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

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

                       COMPLAINTS   OPINIONS   COMPLIMENTS   INFO         COMPLAINTS   OPINIONS   COMPLIMENTS   INFO
                                                             REQUEST                                            REQUEST

                                                                                                                

  U.S. AIRLINES        20,564       1,369      149           854          17,345       1,368      85            793

  FOREIGN AIRLINES     2,164        24         13            26           1,790        21         7             28

  TRAVEL AGENTS        215          1          0             0            77           0          0             2

  TOUR OPERATORS       132          4          0             4            778          2          0             12

  MISCELLANEOUS[^11]   306          331        2             108          448          101        0             103

  INDUSTRY TOTALS      23,381       1,729      164           992          20,438       1,492      92            938
  -------------------- ------------ ---------- ------------- --------- -- ------------ ---------- ------------- ---------

Table 2

AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES[^12]

  ------------------- ---------- --------------------- ---------- -- ---------- --------------------- ----------
                      JANUARY TO                                     JANUARY TO                       
                      DECEMBER                                       DECEMBER                         
                      2000                                           1999                             

  COMPLAINT CATEGORY  RANKING    COMPLAINTS[^13]^\*^   SUB           RANKING    COMPLAINTS[^14]^\*^   SUB
                                                       CATEGORY                                       CATEGORY

                                                                                                      

  FLIGHT PROBLEMS     1          9,235                               1          7107                  

  CANCELLATIONS                                        3470                                           2444

  DELAYS                                               3050                                           2586

  MISCONNECTIONS                                       1122                                           804

                                                                                                      

  CUSTOMER SERVICE    2          4,535                               2          4168                  

                                                                                                      

  BAGGAGE             3          3,468                               3          2908                  

                                                                                                      

  RES/TKTG/BOARDING   4          1,712                               4          1578                  

                                                                                                      

  REFUNDS             5          1,076                               5          1342                  

                                                                                                      

  OVERSALES           6          889                                 7          785                   

                                                                                                      

  FARES               7          863                                 8          683                   

                                                                                                      

  OTHER               8          797                                 6          927                   

  FREQUENT FLYER                                       369                                            383

                                                                                                      

  DISABILITY          9          676                                 9          589                   

                                                                                                      

  TOURS OR CHARTERS   10         73                                  10         271                   

                                                                                                      

  ADVERTISING         11         56                                  11         80                    

                                                                                                      

  ANIMALS             12         1                                   N/A        0                     

                                                                                                      

  COMPLAINT TOTAL                23,381                                         20,438                
  ------------------- ---------- --------------------- ---------- -- ---------- --------------------- ----------

NOTE: EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY" COMPLAINTS
ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY COMPLAINTS
WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO, COMPLAINTS
ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE SEPARATE CATEGORIES,
ARE NOW INCLUDED IN THE "OTHER" CATEGORY. EFFECTIVE WITH THE OCTOBER
2000 REPORT, "ANIMALS" WAS ADDED AS A NEW CATEGORY.

Table 3

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^15]

JANUARY TO DECEMBER 2000

<table style="width:100%;">
<colgroup>
<col style="width: 19%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 7%" />
<col style="width: 4%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 4%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 6%" />
</colgroup>
<tbody>
<tr class="odd">
<td><p>U.S. AIRLINES<a href="#fn1" class="footnote-ref" id="fnref1"
role="doc-noteref"><sup>1</sup></a><sup>*</sup></p>
<p>ALPHABETICAL</p></td>
<td>FLIGHT PROBLEMS</td>
<td>OVER-SALES</td>
<td>RES/TKTG/BOARDING</td>
<td>FARES</td>
<td>REFUNDS</td>
<td>BAGGAGE</td>
<td>CUSTOMER SERVICE</td>
<td>DIS-ABILITY</td>
<td>ADVER-TISING</td>
<td>TOURS</td>
<td>ANIMALS</td>
<td>OTHER</td>
<td>TOTAL</td>
</tr>
<tr class="even">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="odd">
<td>AIR WISCONSIN</td>
<td>8</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>15</td>
</tr>
<tr class="even">
<td>AIRTRAN AIRWAYS</td>
<td>275</td>
<td>40</td>
<td>34</td>
<td>11</td>
<td>23</td>
<td>68</td>
<td>97</td>
<td>5</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>14</td>
<td>568</td>
</tr>
<tr class="odd">
<td>ALASKA AIRLINES</td>
<td>101</td>
<td>6</td>
<td>12</td>
<td>13</td>
<td>12</td>
<td>45</td>
<td>67</td>
<td>7</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>11</td>
<td>276</td>
</tr>
<tr class="even">
<td>ALOHA AIRLINES</td>
<td>2</td>
<td>0</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>7</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>16</td>
</tr>
<tr class="odd">
<td>AMERICA WEST AIRLINES</td>
<td>748</td>
<td>76</td>
<td>91</td>
<td>27</td>
<td>42</td>
<td>164</td>
<td>278</td>
<td>35</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>38</td>
<td>1,499</td>
</tr>
<tr class="even">
<td>AMERICAN AIRLINES</td>
<td>1,237</td>
<td>111</td>
<td>208</td>
<td>106</td>
<td>125</td>
<td>456</td>
<td>614</td>
<td>81</td>
<td>7</td>
<td>6</td>
<td>0</td>
<td>104</td>
<td>3,055</td>
</tr>
<tr class="odd">
<td>AMERICAN EAGLE</td>
<td>164</td>
<td>21</td>
<td>13</td>
<td>3</td>
<td>11</td>
<td>35</td>
<td>61</td>
<td>11</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
<td>326</td>
</tr>
<tr class="even">
<td>AMERICAN TRANS AIR</td>
<td>172</td>
<td>13</td>
<td>18</td>
<td>8</td>
<td>6</td>
<td>56</td>
<td>69</td>
<td>5</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>7</td>
<td>355</td>
</tr>
<tr class="odd">
<td>ATLANTIC COAST AIRLINES</td>
<td>7</td>
<td>0</td>
<td>1</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>10</td>
</tr>
<tr class="even">
<td>ATLANTIC SOUTHEAST AIRLINES</td>
<td>64</td>
<td>12</td>
<td>2</td>
<td>0</td>
<td>2</td>
<td>15</td>
<td>22</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>122</td>
</tr>
<tr class="odd">
<td>CHAMPION AIR</td>
<td>14</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>5</td>
<td>25</td>
</tr>
<tr class="even">
<td>COMAIR</td>
<td>53</td>
<td>13</td>
<td>3</td>
<td>0</td>
<td>2</td>
<td>14</td>
<td>21</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>109</td>
</tr>
<tr class="odd">
<td>CONTINENTAL AIRLINES</td>
<td>409</td>
<td>65</td>
<td>123</td>
<td>46</td>
<td>43</td>
<td>211</td>
<td>310</td>
<td>38</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>43</td>
<td>1,291</td>
</tr>
<tr class="even">
<td>CONTINENTAL EXPRESS</td>
<td>22</td>
<td>3</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>9</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>38</td>
</tr>
<tr class="odd">
<td>DELTA AIR LINES</td>
<td>787</td>
<td>67</td>
<td>170</td>
<td>132</td>
<td>61</td>
<td>289</td>
<td>433</td>
<td>82</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>98</td>
<td>2,125</td>
</tr>
<tr class="even">
<td>DELTA CONNECTION</td>
<td>36</td>
<td>4</td>
<td>5</td>
<td>3</td>
<td>2</td>
<td>6</td>
<td>11</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>71</td>
</tr>
<tr class="odd">
<td>DISCOVERY AIRLINES</td>
<td>9</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>6</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>3</td>
<td>23</td>
</tr>
<tr class="even">
<td>EASTWIND AIRLINES</td>
<td>4</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>17</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>24</td>
</tr>
<tr class="odd">
<td>FRONTIER AIRLINES</td>
<td>19</td>
<td>3</td>
<td>13</td>
<td>6</td>
<td>8</td>
<td>12</td>
<td>16</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>81</td>
</tr>
<tr class="even">
<td>GREAT LAKES AVIATION</td>
<td>9</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>15</td>
</tr>
<tr class="odd">
<td>HAWAIIAN AIRLINES</td>
<td>28</td>
<td>5</td>
<td>4</td>
<td>3</td>
<td>6</td>
<td>14</td>
<td>24</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>7</td>
<td>93</td>
</tr>
<tr class="even">
<td>HORIZON AIRLINES</td>
<td>40</td>
<td>5</td>
<td>3</td>
<td>1</td>
<td>1</td>
<td>8</td>
<td>13</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>73</td>
</tr>
<tr class="odd">
<td>KIWI AIRLINES</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>10</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>12</td>
</tr>
<tr class="even">
<td>MESA AIRLINES</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>7</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>13</td>
</tr>
<tr class="odd">
<td>MESABA AVIATION</td>
<td>13</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>21</td>
</tr>
<tr class="even">
<td>METROJET</td>
<td>11</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>16</td>
</tr>
<tr class="odd">
<td>MIDWAY AIRLINES</td>
<td>23</td>
<td>4</td>
<td>9</td>
<td>3</td>
<td>4</td>
<td>28</td>
<td>10</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>84</td>
</tr>
<tr class="even">
<td>MIDWEST EXPRESS AIRLINES</td>
<td>14</td>
<td>0</td>
<td>2</td>
<td>4</td>
<td>2</td>
<td>2</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>26</td>
</tr>
<tr class="odd">
<td>NATIONAL AIRLINES</td>
<td>20</td>
<td>0</td>
<td>10</td>
<td>2</td>
<td>7</td>
<td>12</td>
<td>10</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>63</td>
</tr>
<tr class="even">
<td>NORTHWEST AIRLINES</td>
<td>536</td>
<td>60</td>
<td>135</td>
<td>74</td>
<td>56</td>
<td>228</td>
<td>315</td>
<td>73</td>
<td>5</td>
<td>1</td>
<td>0</td>
<td>55</td>
<td>1,538</td>
</tr>
<tr class="odd">
<td>PAN AM</td>
<td>8</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>2</td>
<td>1</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>17</td>
</tr>
<tr class="even">
<td>PRO AIR</td>
<td>64</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>17</td>
<td>14</td>
<td>9</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>107</td>
</tr>
<tr class="odd">
<td>RYAN INTERNATIONAL AIRLINES</td>
<td>10</td>
<td>0</td>
<td>3</td>
<td>0</td>
<td>1</td>
<td>3</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>23</td>
</tr>
<tr class="even">
<td>SHUTTLE AMERICA</td>
<td>8</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>3</td>
<td>2</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>15</td>
</tr>
<tr class="odd">
<td>SOUTHWEST AIRLINES</td>
<td>77</td>
<td>13</td>
<td>28</td>
<td>14</td>
<td>11</td>
<td>73</td>
<td>94</td>
<td>15</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>9</td>
<td>339</td>
</tr>
<tr class="even">
<td>SPIRIT AIRLINES</td>
<td>117</td>
<td>10</td>
<td>23</td>
<td>8</td>
<td>14</td>
<td>34</td>
<td>39</td>
<td>5</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>8</td>
<td>259</td>
</tr>
<tr class="odd">
<td>SUN COUNTRY AIRLINES</td>
<td>17</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>6</td>
<td>9</td>
<td>0</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>37</td>
</tr>
<tr class="even">
<td>TOWER AIR</td>
<td>102</td>
<td>6</td>
<td>7</td>
<td>3</td>
<td>74</td>
<td>26</td>
<td>36</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>4</td>
<td>260</td>
</tr>
<tr class="odd">
<td>TRANS STATES AIRLINES</td>
<td>22</td>
<td>7</td>
<td>1</td>
<td>0</td>
<td>4</td>
<td>15</td>
<td>10</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>61</td>
</tr>
<tr class="even">
<td>TRANS WORLD AIRLINES</td>
<td>231</td>
<td>73</td>
<td>102</td>
<td>41</td>
<td>45</td>
<td>111</td>
<td>218</td>
<td>42</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>55</td>
<td>918</td>
</tr>
<tr class="odd">
<td>TRANS WORLD EXPRESS</td>
<td>22</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>35</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 10 OR
MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
INCLUDED UNDER 'OTHER U.S. AIRLINES'.<a href="#fnref1"
class="footnote-back" role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

Table 3 (CONT.)

AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES

BY COMPLAINT CATEGORY[^16]

JANUARY TO DECEMBER 2000

<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> (CONT.)</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>UNITED AIRLINES</td>
<td>2,251</td>
<td>103</td>
<td>237</td>
<td>94</td>
<td>118</td>
<td>545</td>
<td>874</td>
<td>104</td>
<td>8</td>
<td>7</td>
<td>0</td>
<td>141</td>
<td>4,482</td>
</tr>
<tr class="even">
<td>UNITED EXPRESS</td>
<td>74</td>
<td>3</td>
<td>8</td>
<td>2</td>
<td>5</td>
<td>13</td>
<td>22</td>
<td>6</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>2</td>
<td>135</td>
</tr>
<tr class="odd">
<td>US AIRWAYS</td>
<td>717</td>
<td>14</td>
<td>106</td>
<td>92</td>
<td>33</td>
<td>186</td>
<td>289</td>
<td>73</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>35</td>
<td>1,549</td>
</tr>
<tr class="even">
<td>US AIRWAYS EXPRESS</td>
<td>50</td>
<td>2</td>
<td>4</td>
<td>1</td>
<td>0</td>
<td>7</td>
<td>7</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>76</td>
</tr>
<tr class="odd">
<td>VANGUARD AIRLINES</td>
<td>47</td>
<td>4</td>
<td>9</td>
<td>5</td>
<td>8</td>
<td>11</td>
<td>15</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>102</td>
</tr>
<tr class="even">
<td>OTHER U.S. AIRLINES</td>
<td>51</td>
<td>8</td>
<td>11</td>
<td>3</td>
<td>26</td>
<td>18</td>
<td>28</td>
<td>7</td>
<td>0</td>
<td>3</td>
<td>0</td>
<td>11</td>
<td>166</td>
</tr>
<tr class="odd">
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
<tr class="even">
<td>TOTAL JANUARY-DECEMBER 2000</td>
<td>8,698</td>
<td>759</td>
<td>1,405</td>
<td>708</td>
<td>803</td>
<td>2,753</td>
<td>4,074</td>
<td>612</td>
<td>42</td>
<td>25</td>
<td>1</td>
<td>675</td>
<td>20,564</td>
</tr>
<tr class="odd">
<td>% OF TOTAL COMPLAINTS</td>
<td>42.5</td>
<td>3.7</td>
<td>6.9</td>
<td>3.5</td>
<td>3.9</td>
<td>13.5</td>
<td>19.9</td>
<td>3</td>
<td>0.2</td>
<td>0.1</td>
<td>0</td>
<td>3.3</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>TOTAL JANUARY-DECEMBER 1999</td>
<td>6,449</td>
<td>673</td>
<td>1,329</td>
<td>584</td>
<td>935</td>
<td>2,351</td>
<td>3,657</td>
<td>520</td>
<td>57</td>
<td>28</td>
<td>0</td>
<td>759</td>
<td>17,345</td>
</tr>
<tr class="even">
<td>% OF TOTAL COMPLAINTS</td>
<td>37.2</td>
<td>3.9</td>
<td>7.7</td>
<td>3.4</td>
<td>5.4</td>
<td>13.6</td>
<td>21.1</td>
<td>3</td>
<td>0.3</td>
<td>0.2</td>
<td>0</td>
<td>4.4</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></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
<td></td>
</tr>
</tbody>
</table>
<aside id="footnotes" class="footnotes footnotes-end-of-document"
role="doc-endnotes">
<hr />
<ol>
<li id="fn1"><p><sup>*</sup><a href="#fnref1" class="footnote-back"
role="doc-backlink">↩︎</a></p></li>
</ol>
</aside>

Table 4

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S. AIRLINES[^17]

BY COMPLAINT CATEGORY[^18]^\*^

JANUARY TO DECEMBER 2000

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

                                                                                                                                                                      

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

  AER LINGUS                5          1            1                   1       0         5         3          2             0              0       0         0       18

  AEROMEXICO                2          1            2                   2       4         10        5          1             0              0       0         2       29

  AIR AFRIQUE               2          0            1                   0       2         15        3          0             0              0       0         0       23

  AIR ARUBA                 27         4            5                   0       7         11        3          1             0              0       0         0       58

  AIR CANADA                43         5            19                  3       13        31        21         2             0              0       0         3       140

  AIR FRANCE                46         10           21                  4       17        82        41         5             0              2       0         6       234

  AIR INDIA                 4          3            5                   1       4         7         2          2             0              0       0         1       29

  AIR JAMAICA               11         7            3                   1       5         10        8          1             0              0       0         2       48

  AIR NEW ZEALAND           1          0            1                   0       0         6         4          0             0              0       0         1       13

  ALITALIA AIRLINES         18         14           15                  5       9         40        18         3             0              2       0         5       129

  ALLEGRO AIRLINES          29         0            2                   0       1         14        10         1             0              2       0         5       64

  ALM                       9          0            1                   1       2         2         3          0             0              0       0         0       18

  ASIANA AIRLINES           1          0            4                   0       0         6         0          1             0              0       0         0       12

  BRITISH AIRWAYS           44         7            15                  9       12        77        44         12            2              0       0         13      235

  BWIA                      2          4            1                   2       1         1         1          0             0              0       0         0       12

  CATHAY PACIFIC AIRWAYS    4          1            0                   2       2         5         3          0             0              0       0         0       17

  CHINA AIRLINES            2          0            2                   0       1         1         3          0             0              1       0         0       10

  EL AL                     1          2            7                   0       1         7         5          1             0              0       0         1       25

  GULF AIR                  1          0            3                   1       1         6         0          0             0              0       0         0       12

  GUYANA AIRWAYS            2          1            0                   0       2         10        1          0             0              0       0         0       16

  IBERIA AIRLINES           5          0            1                   1       0         16        7          0             1              0       0         3       34

  JAPAN AIR LINES           2          0            2                   0       0         3         3          0             0              0       0         0       10

  KLM                       22         7            9                   1       2         39        17         2             0              0       0         5       104

  KOREAN AIR LINES          0          1            2                   0       0         2         4          0             0              0       0         1       10

  LACSA                     2          4            4                   0       5         21        2          1             0              0       0         0       39

  LUFTHANSA                 16         6            6                   1       4         25        31         1             0              1       0         4       95

  MEXICANA                  6          6            6                   1       5         15        6          0             0              0       0         1       46

  OLYMPIC AIRWAYS           1          0            4                   0       2         0         3          1             0              0       0         3       14

  PAKISTAN INT'L AIRLINES   1          0            2                   1       0         4         2          0             0              0       0         0       10
  ------------------------- ---------- ------------ ------------------- ------- --------- --------- ---------- ------------- -------------- ------- --------- ------- -------

Table 4 (CONT.)

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S. AIRLINES[^19]

BY COMPLAINT CATEGORY[^20]^\*^

JANUARY TO DECEMBER 2000

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

                                                                                                                                                                       

  **[FOREIGN                                                                                                                                                           
  AIRLINES]{.underline}                                                                                                                                                
  (CONT.)**                                                                                                                                                            

  PHILIPPINE AIRLINES        2          1            0                   0       2         3         2          1             0              0       0         1       12

  ROYAL AIR MAROC            5          1            0                   0       2         7         3          0             0              0       0         1       19

  ROYAL JORDANIAN AIRLINES   0          1            2                   0       1         4         1          0             0              0       0         1       10

  SABENA                     4          3            6                   4       0         25        9          1             0              0       0         1       53

  SAS                        4          3            1                   0       0         7         8          1             0              0       0         1       25

  SERVIVENSA                 1          1            0                   1       6         0         1          0             0              0       0         1       11

  SINGAPORE AIRLINES         0          0            1                   2       1         4         4          1             0              0       0         1       14

  SKYSERVICE                 4          0            1                   0       1         4         7          0             0              1       0         2       20

  SOUTH AFRICAN AIRWAYS      0          1            2                   1       0         3         4          2             0              0       0         2       15

  SWISSAIR                   5          3            4                   1       6         14        11         1             0              0       0         2       47

  TACA INTERNATIONAL         2          7            3                   1       2         22        5          0             0              0       0         2       44
  AIRLINES                                                                                                                                                             

  TAESA                      4          0            1                   0       28        0         2          0             0              0       0         0       35

  TURKISH AIRLINES           1          2            2                   0       0         3         1          0             0              0       0         1       10

  VIRGIN ATLANTIC            4          2            5                   3       4         3         9          1             1              0       0         1       33

  OTHER FOREIGN AIRLINES     65         14           26                  8       35        95        47         4             1              2       0         15      312

  TOTALS                     410        123          198                 58      190       665       367        49            5              11      0         88      2,164

                                                                                                                                                                       

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

  CHEAP TICKETS              3          0            14                  4       7         0         4          0             0              0       0         1       33

  EXPEDIA.COM                1          0            4                   3       2         0         2          0             1              0       0         0       13

  PRICELINE.COM              3          0            22                  32      9         0         2          0             2              0       0         0       70

  TRAVELOCITY.COM            2          0            5                   2       3         0         0          0             1              0       0         0       13

  OTHER TRAVEL AGENTS        7          3            30                  13      17        2         9          1             2              1       0         1       86

  TOTALS                     16         3            75                  54      38        2         17         1             6              1       0         2       215

                                                                                                                                                                       

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

  APPLE VACATIONS            7          0            0                   0       0         3         2          0             0              3       0         1       16

  FUN JET INCORPORATED       7          0            0                   0       0         2         1          0             0              1       0         0       11

  SUNJET INT\'L SALES        1          0            0                   0       21        1         0          0             0              3       0         0       26

  TRADE WIND TOURS           9          0            0                   0       0         1         0          0             0              4       0         0       14

  OTHER TOUR OPERATORS       11         2            9                   2       7         1         10         1             0              21      0         1       65

  TOTALS                     35         2            9                   2       28        8         13         1             0              32      0         2       132
  -------------------------- ---------- ------------ ------------------- ------- --------- --------- ---------- ------------- -------------- ------- --------- ------- -------

Table 4 (CONT.)

AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S. AIRLINES[^21]

BY COMPLAINT CATEGORY[^22]^\*^

JANUARY TO DECEMBER 2000

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

                                                                                                                                                                    

  **[MISCELLANEOUS                                                                                                                                                  
  \*\*\*]{.underline}**                                                                                                                                             

  OTHER MISCELLANEOUS     74         2            24                  41      17        39        63         13            3              2       0         28      306

  TOTALS                  74         2            24                  41      17        39        63         13            3              2       0         28      306

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

Office of Aviation Enforcement and Proceedings

U.S. Department of Transportation

TABLE 5

**JANUARY-DECEMBER**

**CONSUMER COMPLAINTS: RANKINGS**

**U.S. AIRLINES \***

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

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

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

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

                                                                                                                                                               

  1            ***SOUTHWEST                          339                72,710,320           **0.47**                259                  65,483,849           **0.40**
               AIRLINES***                                                                                                                                     

  2            ***DELTA AIR                          2,125              105,564,802          **2.01**                1,911                105,455,960          **1.81**
               LINES***                                                                                                                                        

  3            ***ALASKA                             276                13,524,685           **2.04**                223                  13,620,053           **1.64**
               AIRLINES***                                                                                                                                     

  4            ***US AIRWAYS***                      1,549              59,826,406           **2.59**                1,750                55,892,604           **3.13**

  5            ***NORTHWEST                          1,538              58,822,847           **2.61**                1,644                56,206,471           **2.92**
               AIRLINES***                                                                                                                                     

  6            ***CONTINENTAL                        1,291              45,409,245           **2.84**                1,153                44,012,311           **2.62**
               AIRLINES***                                                                                                                                     

  7            ***TRANS WORLD                        918                26,443,877           **3.47**                888                  25,845,788           **3.44**
               AIRLINES***                                                                                                                                     

  8            ***AMERICAN                           3,055              86,312,806           **3.54**                2,846                81,452,089           **3.49**
               AIRLINES***                                                                                                                                     

  9            ***UNITED                             4,482              84,520,683           **5.30**                2,311                87,156,921           **2.65**
               AIRLINES***                                                                                                                                     

  10           ***AMERICA WEST                       1,499              19,972,168           **7.51**                696                  18,703,607           **3.72**
               AIRLINES***                                                                                                                                     

               **TOTAL**                             **17,072**         **573,107,839**      **2.98**                **13,681**           **553,829,653**      **2.47**
  ------------ ---------------- -------------------- ------------------ -------------------- -------------------- -- -------------------- -------------------- --------------------

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

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

***COMPLAINT CATEGORIES\****

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

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

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

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

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

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

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

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

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

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

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

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

**\*Note:** Effective with the September 1999 report, complaints about
"smoking" and "credit," which formerly were separate categories, are
included in the "other" category. Effective with the October 2000
report, "animals" was added as a new category.

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

NAS 02/2001

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

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

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

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

[^5]: ^\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, COMPLAINTS AGAINST
    "CARGO COMPANIES" (FORMERLY A SEPARATE GROUPING) ARE INCLUDED WITH
    THE "MISCELLANEOUS" GROUPING.

[^6]: ^\*^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS
    ATTACHED.

[^7]: ^\*\*^ INCLUDES FIGURES FOR SUB-CATEGORIES.

[^8]: ^\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY"
    COMPLAINTS ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY
    COMPLAINTS WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO,
    COMPLAINTS ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE
    SEPARATE CATEGORIES, ARE NOW INCLUDED IN THE "OTHER" CATEGORY.
    EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" WAS ADDED AS A NEW
    CATEGORY.

[^9]: ^\*^ COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 5 OR MORE
    COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
    AGAINST COMPAINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
    INCLUDED UNDER 'OTHER FOREIGN AIRLINES,' 'OTHER TOUR OPERATORS,'
    ETC.

[^10]: ^\*\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY"
    COMPLAINTS ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY
    COMPLAINTS WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO,
    COMPLAINTS ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE
    SEPARATE CATEGORIES, ARE NOW INCLUDED IN THE "OTHER" CATEGORY.
    EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" IS ADDED AS A NEW
    CATEGORY.

    ^\*\*\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, COMPLAINTS
    AGAINST "CARGO COMPANIES" (FORMERLY A SEPARATE GROUPING) ARE
    INCLUDED WITH THE "MISCELLANEOUS" GROUPING.

[^11]: ^\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, COMPLAINTS AGAINST
    "CARGO COMPANIES" (FORMERLY A SEPARATE GROUPING) ARE INCLUDED WITH
    THE "MISCELLANEOUS" GROUPING.

[^12]: ^\*^ A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS
    ATTACHED.

[^13]: ^\*\*^ INCLUDES FIGURES FOR SUB-CATEGORIES.

[^14]: ^\*\*^ INCLUDES FIGURES FOR SUB-CATEGORIES.

[^15]: ^\*^EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY"
    COMPLAINTS ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY
    COMPLAINTS WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO,
    COMPLAINTS ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE
    SEPARATE CATEGORIES, ARE NOW INCLUDED IN THE "OTHER" CATEGORY.
    EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" WAS ADDED AS A NEW
    CATEGORY.

[^16]: ^\*^EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY"
    COMPLAINTS ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY
    COMPLAINTS WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO,
    COMPLAINTS ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE
    SEPARATE CATEGORIES, ARE NOW INCLUDED IN THE "OTHER" CATEGORY.
    EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" WAS ADDED AS A NEW
    CATEGORY.

    ^\*\*^AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 10 OR MORE
    COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
    AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
    INCLUDED UNDER \'OTHER U.S. AIRLINES\'.

[^17]: ^\*^ COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 10 OR MORE
    COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
    AGAINST COMPAINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
    INCLUDED UNDER 'OTHER FOREIGN AIRLINES'.

[^18]: ^\*\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY"
    COMPLAINTS ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY
    COMPLAINTS WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO,
    COMPLAINTS ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE
    SEPARATE CATEGORIES, ARE NOW INCLUDED IN THE "OTHER" CATEGORY.
    EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" IS ADDED AS A NEW
    CATEGORY.

[^19]: ^\*^ COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 10 OR MORE
    COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
    AGAINST COMPAINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
    INCLUDED UNDER 'OTHER FOREIGN AIRLINES,' 'OTHER TOUR OPERATORS,'
    ETC.

[^20]: ^\*\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY"
    COMPLAINTS ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY
    COMPLAINTS WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO,
    COMPLAINTS ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE
    SEPARATE CATEGORIES, ARE NOW INCLUDED IN THE "OTHER" CATEGORY.
    EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" IS ADDED AS A NEW
    CATEGORY.

[^21]: ^\*^ COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED 10 OR MORE
    COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS
    AGAINST COMPAINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE
    INCLUDED UNDER 'OTHER FOREIGN AIRLINES,' 'OTHER TOUR OPERATORS,'
    ETC.

[^22]: ^\*\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, "DISABILITY"
    COMPLAINTS ARE LISTED AS A SEPARATE CATEGORY. PREVIOUSLY, DISABILITY
    COMPLAINTS WERE INCLUDED IN THE "RES/TKTG/BOARDING" CATEGORY. ALSO,
    COMPLAINTS ABOUT "SMOKING" AND "CREDIT," WHICH FORMERLY WERE
    SEPARATE CATEGORIES, ARE NOW INCLUDED IN THE "OTHER" CATEGORY.
    EFFECTIVE WITH THE OCTOBER 2000 REPORT, "ANIMALS" IS ADDED AS A NEW
    CATEGORY.

    ^\*\*\*^ EFFECTIVE WITH THE SEPTEMBER 1999 REPORT, COMPLAINTS
    AGAINST "CARGO COMPANIES" (FORMERLY A SEPARATE GROUPING) ARE
    INCLUDED WITH THE "MISCELLANEOUS" GROUPING.