2011 February Air Travel Consumer Report

Transcript

U.S. Department of Transportation Air Travel Consumer Report A Product Of The OFFICE OF AVIATION ENFORCEMENT AND PROCEEDINGS Aviation Consumer Protection Division 1 Data collected by the Bureau of Transportation Statistics. Website: http://www.bts.gov/ 2 Data compiled by the Aviation Consumer Protection Division. Website: http://airconsumer.dot.gov/ 3 Data provided by the Department of Homeland Security, Transportation Security Administration 4 Data collected by the Aviation Consumer Protection Division Issued: February 2011 Flight Delays 1 December 2010 12 Months Ending December 2010 Mishandled Baggage 1 December 2010 J anuary-December 2010 Oversales 1 4th Quarter 2010 J anuary – December 2010 Consumer Complaints 2 December 2010 (Includes Disability and J anuary-December 2010 Discrimination Complaints) Customer Service Reports to the Dept. of Homel and Security 3 December 2010 Ai rline Animal Incident Reports 4 December 2010 J anuary-December 2010 TABLE OF CONTENTS 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 Percentage Arriving On Time, by Carrier and Airport Table 3 10 Percentage of All Carriers' Reported Flight Operations Arriving On Time, by Airport and Time of Day Table 4 12 Percentage of All Carriers' Reported Flight Operations Departing On Time, by Airport and Time of Day Table 5 14 List of Regularly Scheduled Flights with More than 50% Delayed Arrivals of More Than 30 Minutes Table 6 15 Number and Percentage of Regularly Scheduled Flights Arriving Late 70% of the Time or More Table 7 16 On-Time Arrival and Departure Percentage, by Airport Table 8 20 Overall Number and Percentage of Flight Cancellations, by Carrier Table 8A 21 Number and Percentage of Regularly Scheduled Flights Canceled 5% or More of the Time, By Carrier. Table 9 22 Flight Causation Data, By Airline and Category Table 10 23 Flight Causation Data, Graphic Representation Section Page Flight Delays (continued) Table 11 . 24 List of Regularly Scheduled Flights with Tarmac Delays Over 3 Hours, By Carrier Table 12 25 Number and Percentage of Regularly Scheduled Flights With Tarmac Delays of 2 Hours or More, By Carrier Footnotes 26 Appendix 27 Mishandled Baggage Explanation 28 Ranking—December 29 Ranking—January-December 30 Oversales Explanation 31 Ranking—4th Quarter 32 Ranking—January – December 33 Consumer Complaints Explanation 34 Complaint Tables 1-5 (December) 35 Summary, Complaint Categories, U.S. Airlines, Incident Date, and Companies Other Than U.S. Airlines Ranking, Table 6 (December) 40 Complaint Tables 1-4 (Jan-Dec) 41 Summary, Complaint Categories, U.S. Airlines, and Companies Other Than U.S. Airlines Ranking, Table 5 (Jan-Dec) 46 Complaint Categories 47 Customer Service Reports to the Department of Homeland Security ............................. 48 Airline Reports to DOT of Incidents Involving the Loss, Injury, or Death of Animals During Air Transportation (December/Jan-Dec) ....... 49/50 2 INTRODUCTION The Air Travel Consumer Report is a monthly product of the Department of Transportation's Office of Aviation Enforcement and Proceedings (OAEP). The report is designed to assist consumers with information on the quality of services provided by the airlines. The report is divided into six sections (Flight Delays, Mishandled Baggage, Oversales, Consumer Complaints, Customer Service Reports to the Transportation Security Administration, and Airline Reports of the Loss, Injury, or Death of Animals During Air Transportation). The sections that deal with flight delays, mishandled baggage and oversales are based on data collected by the Department’s Bureau of Transportation Statistics. The section that deals with consumer complaints is based on data compiled by the OAEP’s Aviation Consumer Protection Division (ACPD). The section that deals with customer service reports to the Department of Homeland Security’s Transportation Security Administration (TSA) is based on data provided by TSA. The section that deals with animal incidents during air transport is based on reports required to be submitted by airlines to the ACPD. Each section of the report is preceded by a brief explanation of how to read and understand the information provided. The report normally is released by the end of the first week of each month. The report is available via the Internet at http://airconsumer.dot.gov/ 3 FLIGHT DELAYS This section provides information about airlineon-timeperformance, flight delays, and cancellations. It is based on data filed by airlines each month with theDepartment of Transportation’s Bureau of Transportation Statistics (Officeof AirlineInformation), as described in 14 CFR Part 234 of DOT's regulations. It covers nonstop scheduled-service flights between points within theUnited States (including territories) by thesixteen (16*) U.S. air carriers that haveat least onepercent of total domestic scheduled-service passenger revenues, and thetwo (2**) carriers that currently report flight delay data voluntarily. Therulerequires carriers to currently report on operations to and fromthe29 U.S. airports that account for at least onepercent of thenation's total domestic scheduled- servicepassenger enplanements (seeAppendix for a completelist of thereportable airports). However, all reporting airlines havevoluntarily 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 thescheduled timeshown in thecarriers' Computerized Reservations Systems (CRS). All tables in this report except Table4 arebased on gatearrival times; Table4 is based on gatedeparture times. In fulfilling DOT’s data reporting requirements, the reporting air carriers use automated and/or manual systems for collecting flight data. Those using an automated systemrely on the Aircraft Communication Addressing and Reporting System(ACARS) or the Docking Guidance System(DGS). Based on thelatest information available to DOT, of the18 reporting air carriers, 12 carriers (AirTran, American Eagle, Atlantic Southeast, Delta, ExpressJ et, Frontier, Hawaiian, J etBlue, Pinnacle, Southwest, United, and US Airways) use ACARS exclusively; 2 carriers (American and Continental) use a combination of ACARS and DGS; 1 carrier (Comair) records arrival times manually; and 3 carriers (Alaska, Mesa, and SkyWest) use a combination of ACARS and manual reporting systems. As indicated above, a carrier may voluntarily filedata for its entiredomestic system. Tables 2, 3, and 4 arelimited to the29 required or "reportable" airports; Tables 5, 6 and 7 contain data on flights to/fromall airports that werereported. Tables 1 and 8 each have onecolumn for the29 "reportable" airports and another for all of theairports reported; seefootnoteC for additional explanation. Tables 1 through 4 display percentages of flight operations that wereon time, while Tables 5 and 6 show servicethat was late. Tables 1, 1A, and 2 present databy carrier; airlines areranked by performancein Table1 and arelisted in alphabetical order by carrier codein Table2 (seeAppendix for codes). Beginning with theFebruary 1988 report, Table1A shows carrier rankings by month and time-series dataon thepercentage of flight operations that arrived on time. Tables 3 and 4 provideinformation by airport and timeof day. Table5 is a list of the regularly scheduled flights with morethan 50% delayed arrivals of morethan 30 minutes for two or moreconsecutivemonths. Table6, likeTables 1, 1A, and 2, presents data by carrier, but lists thecarriers in rank order fromworst to best based on thenumber of flights which werelate70% of thetimeor more. Table7 lists morethan 200 cities in alphabetical order with thecorresponding on-timearrival and departurepercentages. Tables 3, 4, and 5 contain information on thetimeof day that a flight operated. All times arelocal. A 10:50 a.m. departurefromAtlantais 10:50 a.m. Atlantatime; if that flight arrived in Dallas at 11:45 a.m., that is 11:45 a.m. Dallas time. If aflight's scheduled operating timechanged during themonth, Table5 shows thetimethat was in effect for thelast flight operation performed that month. Table8 displays thenumber of operations, number of flight cancellations, and percentage of cancellations by air carrier for thereportableairports and for theair carriers’ domestic system. Table8A displays thenumber and percentageof regularly scheduled flights canceled 5% or moreof thetime. Table9 displays airlineflight delay causation data by categories, and Table10 provides an overall graphic representation of that data. Table11 lists theregularly scheduled flights with tarmac delays of morethan 3 hours, and Table12 displays thenumber and percentageof regularly scheduled flights with tarmac delays of 2 hours or more. Except for theflights listed in Tables 5 and 11, this report provides summary information - it does not show theon-timerecord of individual flights. Theon-time performancefor individual markets and flights can besearched at http://www.bts.gov/programs/airline_information/airline_ontime_statistics/ AirlineServiceQuality Performancedata fromthemost recent six months is availablefor freedownload as a CD product fromtheBTS Bookstoreat https://www.bts.gov/pdc/index.xml CDs for earlier months can bepurchased by sending an email to: [email protected] Additional summary data for airports and airlines can befound at BTS’ Flight Delays at-a-Glanceat: http://www.transtats.bts.gov/HomeDrillChart.asp Causeof delay data for airports and airlines can befound at: http://www.transtats.bts.gov/OT_Delay/OT_DelayCause1.asp Information on theperformanceof specific flights is displayed on theCRS used by most airlines and travel agencies. Each of thereporting carriers' flights havea one-digit code between 0 and 9 representing that flight's percentageof on-timeoperations for thelatest reported month. For example, "8" means that flight arrived on time(within 15 minutes) between 80% and 89.9% of thetimeduring thelatest reported month. * Effective January 2010, data of the merged operations of Delta Air Lines and Northwest Airlines are combined, and appear only as DL or Delta Air Lines data in the flight delay tables. **ExpressJet Airlines and Pinnacle Airlines currently report flight delay data voluntarily, as permitted by Part 234. 4 DECEMBER 2010 AIR TRAVEL CONSUMER REPORT TABLE 1. OVERALL PERCENTAGE OF REPORTED FLIGHT OPERATIONS ARRIVING ON TIME BY CARRIER * AT 29 REPORTABLE AIRPORTS B/ AT ALL REPORTABLE AIRPORTS C/ CARRIER NUMBER OF AIRPORTS REPORTED PERCENT OF ARRIVALS ON TIME D/ NUMBER OF AIRPORTS REPORTED PERCENT OF ARRIVALS ON TIME D/ HAWAIIAN AIRLINES S/ 7 83.8 15 87.6 UNITED AIRLINES S/ 27 82.9 74 83.1 AIRTRAN AIRWAYS S/ 22 81.9 65 82.1 ALASKA AIRLINES S/ 18 81.3 50 80.9 AMERICAN AIRLINES S/ 28 80.4 78 80.5 MESA AIRLINES S/ 17 79.1 86 78.9 US AIRWAYS S/ 28 78.2 78 78.7 FRONTIER AIRLINES S/ 21 75.8 41 76.6 AMERICAN EAGLE S/ 19 73.4 133 74.0 CONTINENTAL AIRLINES S/ 26 71.6 59 72.1 EXPRESSJET AIRLINES S/V/ 20 71.5 113 71.7 ATLANTIC SOUTHEAST AIRLINES S/ 17 70.1 119 70.5 DELTA AIR LINES S/ 29 70.0 115 70.1 SOUTHWEST AIRLINES S/ 20 67.3 69 67.1 PINNACLE AIRLINES S/V/ 18 62.5 126 65.5 SKYWEST AIRLINES S/ 17 65.4 143 64.4 COMAIR S/ 19 59.1 80 63.1 JETBLUE AIRWAYS S/ 21 58.2 47 58.6 TOTAL 72.5 72.0  For simplicity, statistics are displayed to one decimal place. Actual ranking order is based on our computer carrying out the number of decimal places to nine. * All U.S. airlines with at least one percent of total domestic scheduled-service passenger revenues, plus other carriers that report voluntaril y. The carriers that are ranked in this table are the same carriers that are ranked in the “ Mishandled Baggage” and “ Consumer Complaints” sections of this report. Effective January 2010, data of the merged operations of Delta Ai r Lines and Northwest Airlines are combined, and appear as Delta Air Lines data in this table. 5 DECEMBER 2010 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 Carrier 1st Quarter 01-03 2010 2nd Quarter 04-06 2010 3rd Quarter 07-09 2010 4th Quarter 10-12 2010 Oct -10 Nov -10 Dec-10 12 Months Ending Dec 2010 Database To Date 09 1987-12 2010 % Rank % Rank % Rank % Rank % Rank % Rank % Rank % Rank % Rank AIRTRAN 76.7 11 83.9 6 83.4 6 87.0 3 90.4 2 88.6 4 82.1 3 82.8 6 (--) (--) ALASKA 86.4 2 90.4 2 89.2 2 83.9 6 88.1 4 82.5 13 80.9 4 87.6 2 76.5 6 AMERICAN 76.5 12 77.8 14 80.2 13 84.0 5 86.3 11 85.3 8 80.5 5 79.6 9 78.0 4 AMERICAN EAGLE 74.6 14 74.4 17 77.3 15 81.7 9 86.5 10 84.5 9 74.0 9 77.1 16 74.2 8 ATLANTIC SOUTHEAST 76.2 13 82.3 9 80.6 12 77.6 14 80.7 15 81.9 14 70.5 12 79.2 11 (--) (--) COMAIR 71.4 18 71.4 18 74.6 18 74.7 16 78.0 16 82.8 11 63.1 17 73.1 18 (--) (--) CONTINENTAL 78.4 9 83.1 8 83.2 7 80.9 11 87.5 6 83.6 10 72.1 10 81.4 7 78.3 2 DELTA 78.9 7 76.6 16 76.2 17 78.0 13 82.9 14 80.8 15 70.1 13 77.4 15 77.6 5 EXPRESSJET 73.3 16 76.7 15 79.1 14 81.5 10 86.8 8 86.0 6 71.7 11 77.8 14 (--) (--) FRONTIER 80.3 5 80.7 12 82.4 8 82.2 8 87.0 7 82.7 12 76.6 8 81.4 8 (--) (--) HAWAIIAN 88.4 1 93.8 1 95.3 1 92.0 1 95.4 1 93.1 1 87.6 1 92.5 1 (--) (--) JETBLUE 71.6 17 83.2 7 77.0 16 71.1 18 76.7 18 79.1 17 58.6 18 75.7 17 (--) (--) MESA 80.4 4 84.1 5 84.2 5 85.2 4 87.9 5 89.2 3 78.9 6 83.3 4 (--) (--) PINNACLE 74.1 15 79.7 13 80.7 11 79.4 12 86.7 9 86.1 5 65.5 15 78.5 13 (--) (--) SKYWEST 78.2 10 81.2 10 81.6 10 75.1 15 83.0 13 78.0 18 64.4 16 79.1 12 (--) (--) SOUTHWEST 80.1 6 81.1 11 82.0 9 74.6 17 77.5 17 79.3 16 67.1 14 79.5 10 81.9 1 UNITED 82.5 3 84.2 4 85.8 3 88.1 2 89.9 3 91.4 2 83.1 2 85.2 3 76.2 7 US AIRWAYS 78.7 8 85.7 3 84.7 4 82.9 7 84.0 12 86.0 7 78.7 7 83.0 5 78.3 3 Total 77.9 80.5 81.0 79.6 83.8 83.2 72.0 79.8 78.2 For simplicity, statistics are displayed to one decimal place. Actual ranking order is based on our computer carrying out the number of decimal places to nine. * All U.S. airlines with at least one percent of total domestic scheduled-service passenger revenues, plus other carriers that report voluntaril y (ExpressJet and Pinnacle). Effective January 2010, data of the merged operations of Delta Ai r Lines and Northwest Airlines are combined, and appear as Delta data in this table. 6 DECEMBER 2010 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 DCA DEN DFW DTW CARRIER** # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME 9E 1195 66.8 68 55.9 H/ 76 65.8 105 62.9 H/ 31 80.6 4245 62.3 AA 445 84.3 820 71.3 273 81.0 195 84.6 891 75.5 429 81.6 12920 88.2 211 77.7 AS 31 90.3 62 79.0 H/ H/ 91 90.1 92 89.1 91 89.0 H/ B6 H/ 2448 56.6 112 60.7 164 63.4 272 61.8 82 57.3 H/ H/ CO 139 74.1 358 69.6 141 78.7 121 75.2 228 78.1 365 69.0 225 78.7 123 69.1 DL 15233 74.3 1127 66.8 633 73.5 454 73.3 1103 68.2 604 61.8 420 76.4 4583 73.6 EV 9756 71.8 228 72.8 30 66.7 51 70.6 382 70.2 32 71.9 16 75.0 731 68.3 F9 87 79.3 83 68.7 H/ H/ 175 77.7 2812 78.8 105 81.9 88 76.1 FL 5615 84.5 571 72.9 1534 84.0 157 84.1 357 80.7 123 85.4 254 79.5 166 74.1 HA H/ H/ H/ H/ H/ H/ H/ H/ MQ 471 68.8 347 68.0 149 61.7 390 70.8 599 72.0 216 64.8 6604 86.1 340 66.5 OH 416 68.8 413 58.1 47 61.7 110 60.9 554 57.6 12 58.3 126 59.5 1560 65.7 OO 84 77.4 H/ H/ H/ H/ 6292 75.5 276 72.5 82 56.1 UA 69 82.6 707 81.6 348 87.4 55 83.6 345 86.4 4236 88.8 280 88.6 33 84.8 US 428 81.3 1359 74.6 372 78.2 7090 79.8 1747 80.6 378 78.8 614 83.1 234 81.6 WN H/ 757 59.0 4809 69.6 H/ H/ 4170 74.3 H/ 476 56.9 XE 348 68.7 81 61.7 105 61.9 342 64.9 219 62.1 3 100.0 191 80.1 208 60.1 YV 123 74.8 H/ 4 75.0 1927 78.3 H/ 2 100.0 H/ 66 54.5 TOTAL 34440 75.1 9429 66.4 8557 73.7 11132 78.1 7068 73.6 19848 78.2 22153 86.5 13146 67.7 * See Appendix at end of this section for list of airport and carrier codes. Effective January 2010, data of the merged operations of Delta Air Lines and Northwest Airlines are combined, and appear as DL data in this table. 7 DECEMBER 2010 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* EWR FLL IAD IAH JFK LAS LAX LGA CARRIER* # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME 9E 49 44.9 H/ 94 72.3 125 80.8 547 55.8 H/ H/ 86 55.8 AA 400 62.0 339 77.0 357 81.0 273 85.7 1247 71.8 758 81.8 2314 75.9 1374 68.3 AS 62 75.8 H/ H/ 31 90.3 H/ 332 85.5 479 79.1 H/ B6 386 47.2 1304 58.1 473 59.6 H/ 3805 60.9 258 61.6 187 46.5 273 44.7 CO 3706 63.5 426 71.6 H/ 6301 80.1 H/ 413 71.2 714 60.6 271 64.2 DL 508 51.0 1064 72.3 223 68.2 155 74.8 1634 66.8 1069 70.4 1648 65.1 2082 65.9 EV 67 61.2 26 73.1 1317 66.7 97 72.2 118 56.8 H/ H/ 83 61.4 F9 H/ 59 79.7 H/ H/ H/ 221 70.6 180 65.6 145 62.1 FL H/ 516 83.7 98 84.7 H/ H/ 182 78.0 165 79.4 562 64.8 HA H/ H/ H/ H/ H/ 85 85.9 75 88.0 H/ MQ 99 50.5 H/ H/ 122 58.2 713 64.4 H/ 1176 76.7 1449 61.6 OH 130 43.8 H/ 136 66.2 73 69.9 877 52.0 H/ H/ 411 57.9 OO H/ H/ 115 73.9 140 65.7 H/ 558 65.1 3850 69.8 H/ UA 252 69.8 H/ 2177 89.0 257 88.7 375 81.6 612 87.9 2008 83.2 559 72.8 US 323 65.0 588 77.0 31 90.3 308 81.8 174 74.7 860 78.0 528 65.9 935 74.9 WN H/ 1490 71.4 239 59.0 H/ H/ 6362 68.2 3258 60.5 242 48.8 XE 3613 53.6 H/ 380 73.2 7934 83.1 H/ H/ H/ 44 65.9 YV 75 54.7 H/ 925 73.6 3 66.7 H/ 208 82.2 74 93.2 33 78.8 TOTAL 9670 58.1 5812 70.7 6565 76.1 15819 81.5 9490 63.5 11918 71.9 16656 70.2 8549 65.2 * See Appendix at end of this section for list of airport and carrier codes. Effective January 2010, data of the merged operations of Delta Air Lines and Northwest Airlines are combined, and appear as DL data in this table. 8 DECEMBER 2010 AIR TRAVEL CONSUMER REPORT TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON TIME D/ BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY) ARRIVAL AIRPORT* MCO MDW MIA MSP ORD PDX PHL PHX CARRIER* # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME 9E 25 32.0 171 55.6 4 50.0 1415 62.3 82 50.0 H/ 24 62.5 H/ AA 833 78.6 H/ 3937 79.9 297 70.0 4486 76.3 122 71.3 365 78.4 485 84.5 AS 62 91.9 H/ 31 90.3 58 87.9 153 65.4 848 84.8 H/ 226 86.3 B6 1425 59.3 H/ H/ H/ 180 56.7 85 74.1 H/ 85 60.0 CO 527 73.8 H/ 279 75.6 31 64.5 474 63.3 170 61.8 144 68.1 329 70.8 DL 1620 72.9 210 54.8 779 73.8 4604 67.5 438 60.7 339 56.6 571 70.4 717 65.4 EV H/ H/ H/ 2 100.0 406 49.0 H/ 64 75.0 H/ F9 99 88.9 113 84.1 H/ 118 76.3 H/ 136 72.8 23 78.3 147 62.6 FL 1796 84.8 379 81.8 26 88.5 241 66.0 H/ H/ 243 70.8 88 87.5 HA H/ H/ H/ H/ H/ 62 80.6 H/ 31 71.0 MQ H/ H/ 1321 78.9 269 56.1 6634 66.1 H/ 141 59.6 H/ OH 68 76.5 15 46.7 H/ 542 46.5 206 55.3 H/ 149 59.1 H/ OO H/ H/ H/ 1188 57.5 3169 58.8 925 71.5 1 100.0 238 69.7 UA 520 87.1 H/ 21 90.5 288 80.2 5030 81.4 342 81.0 280 80.7 358 84.4 US 733 76.0 H/ 295 74.6 263 71.1 588 60.2 163 78.5 3754 77.3 5240 83.7 WN 2881 76.5 6214 67.0 H/ 492 52.4 H/ 1082 64.6 1639 69.2 5100 68.5 XE 16 62.5 H/ 27 74.1 371 58.5 2127 64.3 H/ 52 51.9 54 87.0 YV H/ H/ H/ 2 0.0 898 69.0 H/ 28 64.3 2460 87.5 TOTAL 10605 75.7 7102 67.4 6720 78.7 10181 63.8 24871 69.3 4274 72.1 7478 73.8 15558 77.8 * See Appendix at end of this section for list of airport and carrier codes. Effective January 2010, data of the merged operations of Delta Air Lines and Northwest Airlines are combined, and appear as DL data in this table. 9 DECEMBER 2010 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* SAN SEA SFO SLC TPA CARRIER* # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME # OF ARR. % ON TIME 9E H/ H/ H/ H/ 62 62.9 AA 429 78.6 363 66.9 913 58.4 169 78.7 524 83.8 AS 320 71.9 3561 82.2 298 62.8 H/ H/ B6 90 53.3 151 66.9 281 43.1 124 60.5 336 60.7 CO 327 66.7 398 62.8 410 48.5 108 69.4 376 77.7 DL 481 64.2 731 58.0 753 47.0 2737 66.4 1010 75.2 EV H/ H/ H/ H/ H/ F9 131 66.4 132 73.5 81 43.2 59 64.4 41 82.9 FL H/ 46 50.0 109 59.6 H/ 608 85.7 HA 31 93.5 75 80.0 31 87.1 H/ H/ MQ 362 76.8 H/ H/ 77 45.5 H/ OH H/ H/ H/ H/ 2 50.0 OO 617 60.8 588 73.5 3961 48.0 5921 66.5 H/ UA 578 82.0 537 86.6 3132 72.4 45 75.6 256 87.5 US 314 71.0 293 77.8 456 53.5 139 87.8 646 79.7 WN 2692 60.8 1167 68.8 1293 44.1 1085 61.0 2206 75.4 XE H/ H/ H/ 8 50.0 19 78.9 YV H/ H/ 74 47.3 14 85.7 H/ TOTAL 6372 66.6 8042 75.3 11792 55.5 10486 66.2 6086 77.4 * See Appendix at end of this section for list of airport and carrier codes. Effective January 2010, data of the merged operations of Delta Air Lines and Northwest Airlines are combined, and appear as DL data in this table. 10 DECEMBER 2010 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 DCA DEN DFW DTW EWR FLL IAD IAH JFK LAS LAX LGA MCO MDW 600 - 659 AM 82.2 68.0 90.9 83.8 100.0 100.0 88.7 72.2 70.6 71.9 83.3 89.3 69.2 88.9 82.1 J/ 75.0 73.3 700 - 759 AM 82.0 77.3 83.2 84.4 74.4 87.5 90.9 70.9 71.7 53.1 80.6 86.3 72.0 90.0 85.2 69.0 92.9 82.3 800 - 859 AM 83.4 68.9 87.0 79.9 74.4 87.2 89.8 71.7 69.5 81.8 81.6 87.8 67.5 90.2 83.8 69.8 82.0 80.6 900 - 959 AM 82.6 77.2 84.3 81.5 78.5 87.9 89.2 68.6 74.3 84.7 85.3 87.3 71.4 84.0 78.6 73.9 82.5 79.5 1000 - 1059 AM 79.4 72.1 81.7 78.3 81.0 85.7 89.8 76.9 74.8 81.8 79.0 84.1 69.1 80.8 73.1 72.3 86.4 76.2 1100 - 1159 AM 80.7 76.8 84.6 84.0 76.4 83.2 90.7 72.0 70.3 75.2 80.3 87.1 66.3 78.7 76.4 73.3 83.6 79.0 1200 - 1259 PM 80.4 77.8 81.9 82.4 77.1 78.2 87.9 78.4 62.6 78.2 71.9 85.2 66.4 76.7 73.7 68.8 80.2 72.9 100 - 159 PM 78.5 69.7 79.8 77.6 74.7 76.8 88.9 70.0 62.8 77.7 81.2 80.7 61.0 74.0 71.8 63.4 79.4 82.7 200 - 259 PM 76.2 70.6 77.2 77.2 75.8 78.4 84.3 61.5 55.4 71.4 82.5 82.2 67.4 70.2 66.5 67.5 80.3 69.6 300 - 359 PM 73.1 69.8 75.7 80.2 74.8 70.7 84.0 72.7 57.3 74.8 75.0 83.1 61.2 70.7 71.1 63.1 76.1 72.4 400 - 459 PM 69.5 65.9 67.6 80.3 75.8 74.9 85.2 67.7 55.4 68.2 73.9 79.7 65.5 64.5 63.8 67.1 77.3 67.7 500 - 559 PM 71.9 64.4 70.2 79.1 71.2 72.9 86.8 65.1 50.0 69.2 73.1 76.4 58.9 65.9 62.9 62.1 74.7 62.1 600 - 659 PM 65.0 60.1 67.3 75.1 66.8 72.5 83.9 60.9 43.5 59.2 69.7 75.5 52.4 64.6 65.4 63.9 69.2 55.7 700 - 759 PM 64.9 58.4 66.4 71.8 69.9 69.1 84.5 66.7 47.0 67.9 81.7 77.2 48.5 62.8 61.7 59.9 66.1 50.2 800 - 859 PM 66.5 62.6 65.0 73.8 72.6 74.1 84.7 69.0 44.4 63.3 70.4 77.0 57.7 62.7 62.3 60.2 67.8 52.3 900 - 959 PM 73.6 53.8 59.1 74.6 71.2 64.7 83.5 66.6 48.6 59.3 74.7 81.1 62.0 53.5 64.0 54.4 72.3 48.6 1000 - 1059 PM 70.3 55.9 61.4 69.2 66.7 66.4 73.8 62.9 53.6 65.7 65.7 74.7 67.1 61.1 55.9 60.3 62.5 58.4 1100 - 559 AM 79.7 61.6 63.4 74.0 65.9 68.9 80.2 67.8 65.4 57.9 72.1 71.0 66.4 68.2 74.9 61.8 66.4 49.0 TOTAL, ALL ARRIVALS, BY AIRPORT 75.1 66.4 73.7 78.1 73.6 78.2 86.5 67.7 58.1 70.7 76.1 81.5 63.5 71.9 70.2 65.2 75.7 67.4 * See Appendix at end of this section for list of airport codes. 11 DECEMBER 2010 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 MIA MSP ORD PDX PHL PHX SAN SEA SFO SLC TPA TOTAL 600 - 659 AM 91.5 70.8 79.4 90.3 86.0 100.0 J/ 74.3 81.1 72.2 82.4 80.4 700 - 759 AM 81.1 63.5 75.9 73.3 77.8 87.5 74.1 86.7 81.6 73.2 91.1 80.0 800 - 859 AM 91.3 66.5 72.3 97.3 79.1 92.1 81.9 90.2 70.9 77.8 83.9 81.0 900 - 959 AM 84.9 69.3 76.2 86.9 79.4 88.5 73.2 85.9 62.6 78.4 87.3 80.8 1000 - 1059 AM 82.3 69.7 76.3 76.9 83.3 85.9 75.5 79.1 55.4 74.2 86.4 79.1 1100 - 1159 AM 79.5 71.4 73.6 68.4 79.7 77.6 75.4 77.6 51.7 73.5 83.7 78.0 1200 - 1259 PM 80.5 69.6 73.4 78.0 72.5 85.6 71.5 76.5 50.2 75.7 81.2 76.6 100 - 159 PM 82.0 65.3 72.0 78.2 75.1 78.4 70.3 78.4 51.0 62.8 83.8 74.8 200 - 259 PM 86.8 60.4 69.6 72.3 72.8 74.5 67.9 78.2 52.9 66.8 83.5 72.6 300 - 359 PM 80.0 65.2 67.3 79.1 74.0 72.8 69.9 77.0 52.3 65.2 81.1 71.6 400 - 459 PM 77.8 57.4 64.8 66.9 76.2 78.3 63.1 81.9 47.8 64.1 78.6 70.7 500 - 559 PM 73.7 66.0 63.2 65.3 73.0 74.4 60.8 66.6 49.5 65.9 70.3 69.3 600 - 659 PM 73.1 58.2 63.4 69.1 70.1 75.4 66.8 76.4 51.0 62.8 72.6 66.4 700 - 759 PM 70.7 51.5 60.5 64.1 68.0 64.7 62.3 74.0 49.2 54.9 75.6 64.8 800 - 859 PM 75.3 61.5 60.6 71.2 65.4 75.3 62.0 65.4 52.0 60.7 68.0 66.9 900 - 959 PM 71.2 60.2 58.1 67.1 71.4 68.4 49.0 70.5 50.3 47.9 73.1 64.5 1000 - 1059 PM 73.2 59.0 63.6 56.2 63.9 65.4 52.1 69.3 42.6 54.1 61.6 62.1 1100 - 559 AM 66.6 69.2 83.1 70.2 66.5 67.8 62.2 69.5 63.2 55.0 71.1 68.6 TOTAL, ALL ARRIVALS, BY AIRPORT 78.7 63.8 69.3 72.1 73.8 77.8 66.6 75.3 55.5 66.2 77.4 72.5 * See Appendix at end of this section for list of airport codes. 12 DECEMBER 2010 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 DCA DEN DFW DTW EWR FLL IAD IAH JFK LAS LAX LGA MCO MDW 600 - 659 AM 89.5 84.0 86.2 88.2 86.1 95.0 92.9 93.2 79.2 89.3 88.3 89.0 78.7 95.5 91.2 83.8 88.1 79.6 700 - 759 AM 83.1 77.7 86.2 86.2 82.2 90.4 89.9 81.3 76.2 90.0 85.2 89.5 78.6 89.0 85.3 81.6 91.3 79.8 800 - 859 AM 82.5 76.3 77.4 87.7 86.5 82.8 85.8 78.1 72.9 89.8 86.2 86.5 73.0 86.2 82.5 78.7 90.2 58.4 900 - 959 AM 78.4 70.9 76.3 81.6 80.5 79.2 85.2 79.2 73.5 80.6 79.5 86.2 72.3 75.0 74.1 76.2 85.3 59.3 1000 - 1059 AM 80.9 74.7 70.7 81.4 84.7 82.2 83.3 72.8 74.7 80.9 82.8 80.7 72.2 67.4 67.0 77.6 83.8 60.1 1100 - 1159 AM 75.4 71.3 58.7 78.6 79.1 78.8 82.0 75.3 67.6 80.7 86.5 76.1 70.3 74.1 68.0 72.8 81.4 47.6 1200 - 1259 PM 76.4 76.6 67.0 74.1 73.4 77.8 82.5 70.3 65.9 68.8 77.3 79.1 61.5 67.0 68.9 73.6 77.3 50.6 100 - 159 PM 76.4 76.2 52.7 81.1 77.1 70.8 78.7 70.4 61.7 64.5 74.1 80.0 58.7 64.7 69.4 68.9 75.5 50.1 200 - 259 PM 70.2 67.2 65.2 77.0 71.6 67.7 79.4 66.3 59.7 66.5 76.2 75.1 61.4 60.4 63.4 64.9 72.7 54.7 300 - 359 PM 72.0 70.5 56.8 62.3 70.8 70.3 78.5 63.3 55.8 69.0 79.6 77.5 61.5 61.4 65.8 63.5 70.9 49.7 400 - 459 PM 66.8 65.6 54.5 79.6 73.6 62.7 80.5 67.9 52.2 63.1 70.1 79.1 60.2 55.6 66.8 65.3 68.4 38.8 500 - 559 PM 66.6 60.5 54.6 74.7 72.8 63.5 79.9 61.6 54.5 52.7 73.1 68.0 64.8 49.9 66.1 65.0 71.0 41.2 600 - 659 PM 66.7 63.4 60.6 74.7 69.9 71.8 79.1 49.2 52.3 58.8 66.5 73.0 60.9 54.4 60.0 62.0 66.8 46.1 700 - 759 PM 64.2 59.2 43.5 74.2 71.4 71.4 79.0 62.8 50.0 60.9 65.8 70.8 54.7 43.4 57.7 57.8 60.6 23.1 800 - 859 PM 66.4 60.8 50.0 73.7 70.6 54.9 81.8 69.4 50.9 56.8 42.9 67.0 51.0 52.4 57.1 67.7 58.8 19.8 900 - 959 PM 66.0 23.5 74.6 61.3 80.7 73.2 81.2 70.3 39.3 20.8 81.2 78.5 52.0 40.3 65.5 56.4 51.9 19.0 1000 - 1059 PM 72.4 J/ J/ 75.9 80.0 66.7 89.5 78.1 100.0 J/ 72.9 71.9 57.9 83.7 75.3 J/ J/ J/ 1100 - 559 AM 100.0 82.5 89.5 87.1 79.1 74.4 87.8 75.0 79.6 76.5 J/ 89.3 74.0 87.1 72.4 87.1 71.7 100.0 TOTAL, ALL DEPARTURES, BY AIRPORT 73.0 71.2 65.4 78.7 77.3 74.6 82.4 69.9 63.1 71.8 77.2 78.4 64.4 67.2 71.4 70.9 76.0 49.9 * See Appendix at end of this section for list of airport codes. 13 DECEMBER 2010 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 MIA MSP ORD PDX PHL PHX SAN SEA SFO SLC TPA TOTAL 600 - 659 AM 91.6 84.9 81.8 90.8 82.7 94.3 90.6 92.8 89.1 94.1 89.5 88.0 700 - 759 AM 88.7 78.3 76.7 89.1 85.2 93.5 83.7 88.6 81.4 84.2 89.3 84.7 800 - 859 AM 84.7 77.8 75.8 88.5 79.3 91.1 80.7 91.7 76.1 77.1 94.2 81.7 900 - 959 AM 86.3 75.2 74.1 83.0 76.1 88.2 79.6 87.4 70.3 79.1 86.9 78.5 1000 - 1059 AM 81.6 72.0 70.4 78.6 78.4 76.6 67.2 81.2 62.0 76.7 81.3 76.4 1100 - 1159 AM 82.8 71.2 70.3 74.4 79.6 81.0 69.9 76.8 54.2 74.9 83.8 74.6 1200 - 1259 PM 75.3 72.1 69.0 59.3 71.4 67.2 64.8 70.3 56.6 77.0 78.3 71.9 100 - 159 PM 77.7 67.0 69.3 76.0 67.3 78.3 66.2 72.0 55.2 67.5 76.0 71.0 200 - 259 PM 71.8 64.7 65.0 69.8 64.1 75.2 62.9 75.6 50.7 63.4 73.1 68.6 300 - 359 PM 71.5 59.7 67.6 75.9 65.4 66.1 61.4 75.3 51.4 68.6 73.8 67.5 400 - 459 PM 70.8 52.3 61.8 59.9 66.3 66.8 57.7 75.1 53.0 66.3 71.6 65.6 500 - 559 PM 68.2 60.7 61.1 68.6 66.5 70.5 63.6 80.8 47.3 62.1 72.7 64.9 600 - 659 PM 77.3 58.4 59.9 56.3 68.5 65.6 52.2 68.5 52.4 49.6 65.3 64.9 700 - 759 PM 70.0 65.4 60.9 71.7 55.2 71.8 58.5 74.9 52.8 60.4 71.8 63.1 800 - 859 PM 71.5 61.1 59.0 55.1 69.6 55.4 45.5 76.0 53.2 58.7 58.0 61.2 900 - 959 PM 78.5 65.0 61.0 70.5 63.2 74.2 50.4 71.0 47.0 70.8 64.7 66.6 1000 - 1059 PM 66.4 68.6 67.7 80.6 80.4 85.6 74.8 76.0 67.2 69.2 J/ 74.2 1100 - 559 AM J/ 86.5 82.0 92.9 85.8 80.8 J/ 84.1 61.8 81.3 86.0 79.8 TOTAL, ALL DEPARTURES, BY AIRPORT 77.0 68.3 67.7 77.0 72.8 76.8 69.5 80.4 61.8 70.8 78.8 72.2 * See Appendix at end of this section for list of airport codes. 14 DECEMBER 2010 AIR TRAVEL CONSUMER REPORT TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS WITH MORE THAN 50% DELAYED ARRIVALS OF MORE THAN 30 MINUTES FOR TWO OR MORE CONSECUTIVE MONTHS K/ CARRIER FLIGHT NUMBER MONTH ORIGIN- DESTIN. AIRPORTS SCHEDULED DEPARTURE TIME NUMBER OF OPERATIONS REPORTED* NUMBER OF FLIGHT OPERATIONS NOT ARRIVING ON TIME** PERCENT OF FLIGHT OPERATIONS NOT ARRIVING ON TIME** AVERAGE NUMBER OF MINUTES LATE*** CHRONICALLY DELAYED FLIGHTS FOR FOUR CONSECUTIVE MONTHS OR MORE NONE CHRONICALLY DELAYED FLIGHTS FOR THREE CONSECUTIVE MONTHS SOUTHWEST 1142 Oct BWI-LGA 1745 26 14 53.9 86.3 SOUTHWEST 973 Nov BWI-LGA 1740 26 15 57.7 66.2 SOUTHWEST 973 Dec BWI-LGA 1740 26 16 61.5 68.6 CHRONICALLY DELAYED FLIGHTS FOR TWO CONSECUTIVE MONTHS OR MORE SKYWEST 4846 Nov ICT-MEM 1640 11 6 54.6 68.7 SKYWEST 4846 Dec ICT-MEM 1640 16 9 56.3 76.2 SOUTHWEST 973 Nov BWI-LGA 1740 26 15 57.7 66.2 SOUTHWEST 973 Dec BWI-LGA 1740 26 16 61.5 68.6 SOUTHWEST 2381 Nov LGA-MDW 1925 25 13 52.0 67.5 SOUTHWEST 452 Dec LGA-MDW 1925 25 13 52.0 73.4 SOUTHWEST 897 Nov MDW-LGA 2020 24 13 54.2 70.8 SOUTHWEST 2026 Dec MDW-LGA 2015 25 14 56.0 60.1 SOUTHWEST 186 Nov MDW-SDF 1950 19 10 52.6 58.5 SOUTHWEST 186 Dec MDW-SDF 1950 24 14 58.3 78.5 SOUTHWEST 1152 Nov OAK-SLC 2015 18 10 55.6 57.6 SOUTHWEST 1152 Dec OAK-SLC 2015 25 14 56.0 78.4 SOUTHWEST 3931 Nov PHX-AUS 1910 19 10 52.6 76.2 SOUTHWEST 3508 Dec PHX-AUS 1925 18 12 66.7 66.8 * Minimum of 10 flights per month ** Includes canceled and diverted flights *** For flights late more than 30 minutes onl y. Excludes canceled and diverted flights Chronicall y Delayed Flights for individual months can be found on the BTS website http://www.bts.gov 15 DECEMBER 2010 AIR TRAVEL CONSUMER REPORT TABLE 6. NUMBER AND PERCENTAGE OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 70% OF THE TIME OR MORE CARRIER NUMBER OF REGULARLY SCHEDULED FLIGHTS FOR WHICH CARRIER REPORTED DATA REGULARLY SCHEDULED FLIGHTS LATE 70% OF THE TIME OR MORE D/ NUMBER PERCENTAGE SOUTHWEST 2,555 103 4.0 JETBLUE 642 23 3.6 SKYWEST 1,569 51 3.3 COMAIR 406 11 2.7 ATLANTIC SOUTHEAST 870 13 1.5 PINNACLE 616 8 1.3 DELTA 1,994 20 1.0 EXPRESSJET 977 7 0.7 CONTINENTAL 721 4 0.6 ALASKA 376 2 0.5 US AIRWAYS 1,150 1 0.1 AMERICAN 1,521 0 0.0 AMERICAN EAGLE 1,260 0 0.0 UNITED 919 0 0.0 AIRTRAN 699 0 0.0 MESA 388 0 0.0 FRONTIER 219 0 0.0 HAWAIIAN 177 0 0.0 TOTAL 17,059 243 1.4 For simplicity, statistics are displayed to one decimal place. Actual ranking order is based on our computer carryi ng out the number of decimal places to nine. Effective January 2010, data of the merged operations of Delta Ai r Lines and Northwest Airlines are combined, and appear as Delta data in this table. 16 DECEMBER 2010 AIR TRAVEL CONSUMER REPORT TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT CITY (AIRPORT) PERCENT ONTIME REPORTED OPERATIONS CITY (AIRPORT) PERCENT ONTIME REPORTED OPERATIONS ARR. DEP. ARR. DEP. ARR. DEP. ARR. DEP. ABERDEEN SD (ABR) 0.0 50.0 2 2 BUTTE MT (BTM) 73.3 78.3 60 60 ABILENE TX (ABI) 85.8 92.4 211 211 CARLSBAD CA (CLD) 64.4 71.8 163 163 ADAK ISLAND AK (ADK) 100.0 77.8 9 9 CASPER WY (CPR) 74.4 81.8 176 176 AGUADILLA PR (BQN) 58.7 74.5 138 137 CEDAR CITY UT (CDC) 64.8 67.3 54 55 AKRON OH (CAK) 72.7 77.1 746 759 CEDAR RAPIDS/IOWA CITY IA (CID) 71.9 75.3 477 477 ALBANY GA (ABY) 81.6 82.8 87 87 CHAMPAIGN/URBANA IL (CMI) 57.5 72.1 179 179 ALBANY NY (ALB) 62.6 72.9 940 951 CHARLESTON SC (CHS) 68.0 74.0 1,001 1,007 ALBUQUERQUE NM (ABQ) 72.7 73.6 2,800 2,799 CHARLESTON/DUNBAR WV (CRW) 60.8 65.7 390 391 ALEXANDRIA LA (AEX) 83.1 86.4 284 286 CHARLOTTE AMALIE VI (STT) 74.3 82.4 245 244 ALLENTOWN/BETHLEHEM/EASTON PA (ABE) 67.5 77.2 305 342 CHARLOTTE NC (CLT) 78.1 78.7 11,132 11,133 AMARILLO TX (AMA) 75.1 79.9 482 482 CHARLOTTESVILLE VA (CHO) 75.9 80.5 87 87 ANCHORAGE AK (ANC) 78.0 85.8 1,311 1,307 CHATTANOOGA TN (CHA) 76.6 78.8 363 363 APPLETON WI (ATW) 53.9 69.8 371 378 CHEYENNE WY (CYS) 90.3 83.9 31 31 ASHEVILLE NC (AVL) 72.6 69.7 427 426 CHICAGO IL (MDW) 67.4 49.9 7,102 7,103 ASHLAND WV (HTS) 70.2 87.7 57 57 CHICAGO IL (ORD) 69.3 67.7 24,871 24,822 ASPEN CO (ASE) 56.8 66.8 461 458 CHICO CA (CIC) 43.3 58.3 120 120 ATLANTA GA (ATL) 75.1 73.0 34,440 34,449 CHRISTIANSTED VI (STX) 82.2 82.6 45 46 ATLANTIC CITY NJ (ACY) 71.0 75.8 62 62 CLEVELAND OH (CLE) 70.0 76.2 4,730 4,783 AUGUSTA GA (AGS) 71.1 74.2 322 322 CODY WY (COD) 68.8 77.4 93 93 AUSTIN TX (AUS) 75.0 78.3 3,655 3,654 COLLEGE STATION/BRYAN TX (CLL) 83.9 87.1 31 31 BAKERSFIELD CA (BFL) 66.5 69.9 275 276 COLORADO SPRINGS CO (COS) 68.8 76.2 1,029 1,031 BALTIMORE MD (BWI) 73.7 65.4 8,557 8,565 COLUMBIA MO (COU) 73.0 79.8 89 89 BANGOR ME (BGR) 56.3 56.3 32 32 COLUMBIA SC (CAE) 70.7 73.2 687 683 BARROW AK (BRW) 76.5 70.6 68 68 COLUMBUS GA (CSG) 78.8 80.4 179 179 BATON ROUGE LA (BTR) 80.1 84.4 738 738 COLUMBUS MS (GTR) 83.6 88.5 61 61 BELLINGHAM WA (BLI) 88.5 92.3 26 26 COLUMBUS OH (CMH) 67.9 72.1 2,652 2,657 BEND/REDMOND OR (RDM) 64.2 66.9 271 272 CORDOVA AK (CDV) 84.2 91.2 57 57 BETHEL AK (BET) 83.3 70.2 84 84 CORPUS CHRISTI TX (CRP) 80.6 86.4 689 689 BILLINGS MT (BIL) 80.1 82.0 306 306 COVINGTON KY (CVG) 71.1 71.2 4,713 4,708 BINGHAMTON/ENDCT/JHNSN CTY NY (BGM) 56.8 70.3 74 74 CRESCENT CITY CA (CEC) 49.4 50.0 89 88 BIRMINGHAM AL (BHM) 71.2 75.8 1,778 1,756 DALLAS TX (DAL) 74.2 68.1 3,835 3,838 BISMARCK/MANDAN ND (BIS) 66.7 71.0 324 324 DALLAS/FT.WORTH TX (DFW) 86.5 82.4 22,153 22,154 BLOOMINGTON IL (BMI) 65.7 69.9 405 405 DAYTON OH (DAY) 73.3 79.8 1,244 1,244 BOISE ID (BOI) 62.1 69.4 1,208 1,208 DAYTONA BEACH FL (DAB) 61.5 63.7 135 135 BOSTON MA (BOS) 66.4 71.2 9,429 9,439 DEADHORSE AK (SCC) 89.3 85.7 56 56 BOZEMAN MT (BZN) 71.7 81.3 357 359 DENVER CO (DEN) 78.2 74.6 19,848 19,843 BRANSON MO (BKG) 88.3 93.3 60 60 DES MOINES IA (DSM) 72.7 76.2 1,050 1,050 BRISTOL/KNGSPRT/JHNSN CTY TN (TRI) 74.4 73.5 313 313 DETROIT MI (DTW) 67.7 69.9 13,146 13,136 BROWNSVILLE TX (BRO) 80.2 88.9 207 207 DOTHAN AL (DHN) 77.1 82.2 118 118 BRUNSWICK GA (BQK) 80.5 81.6 87 87 DUBUQUE IA (DBQ) 51.9 55.6 27 27 BUFFALO NY (BUF) 63.6 67.1 1,970 1,938 DULUTH MN (DLH) 57.8 70.1 223 224 BURBANK CA (BUR) 66.4 69.6 2,146 2,147 DURANGO CO (DRO) 73.9 80.4 291 291 BURLINGTON VT (BTV) 58.3 66.0 523 523 EAGLE CO (EGE) 67.2 75.4 262 260 17 DECEMBER 2010 AIR TRAVEL CONSUMER REPORT TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT CITY (AIRPORT) PERCENT ONTIME REPORTED OPERATIONS CITY (AIRPORT) PERCENT ONTIME REPORTED OPERATIONS ARR. DEP. ARR. DEP. ARR. DEP. ARR. DEP. EAU CLAIRE WI (EAU) 60.7 68.5 89 89 IDAHO FALLS ID (IDA) 71.4 80.8 220 224 EL CENTRO CA (IPL) 71.0 83.9 62 62 INDIANAPOLIS IN (IND) 69.7 75.3 3,167 3,135 EL PASO TX (ELP) 73.2 77.3 1,818 1,818 INDIO/PALM SPRINGS CA (PSP) 69.1 75.1 1,024 1,026 ELKO NV (EKO) 55.2 56.0 116 116 INYOKERN CA (IYK) 74.4 86.0 86 86 ELMIRA/CORNING NY (ELM) 59.6 80.8 104 104 ISLIP NY (ISP) 58.2 66.9 631 631 ERIE PA (ERI) 66.2 75.7 74 74 ITHACA/CORTLAND NY (ITH) 58.7 62.7 75 75 EUGENE OR (EUG) 58.1 69.2 418 419 JACKSON WY (JAC) 58.7 66.0 252 250 EUREKA/ARCATA CA (ACV) 53.9 53.0 295 296 JACKSON/VICKSBURG MS (JAN) 76.1 78.4 985 985 EVANSVILLE IN (EVV) 71.3 80.3 348 350 JACKSONVILLE FL (JAX) 74.8 79.3 2,739 2,738 FAIRBANKS AK (FAI) 81.2 79.3 329 329 JACKSONVILLE/CAMP LEJEUNE NC (OAJ) 71.9 70.4 135 135 FARGO ND (FAR) 62.2 71.8 489 490 JUNEAU AK (JNU) 83.1 82.4 296 295 FAYETTEVILLE AR (XNA) 73.8 77.2 1,123 1,128 KAHULUI HI (OGG) 84.4 89.7 1,803 1,772 FAYETTEVILLE NC (FAY) 71.0 73.4 338 338 KALAMAZOO MI (AZO) 62.2 74.1 241 243 FLAGSTAFF AZ (FLG) 72.6 78.5 219 219 KALISPELL MT (FCA) 73.3 86.3 161 161 FLINT MI (FNT) 62.6 70.8 431 431 KANSAS CITY MO (MCI) 73.3 74.0 4,250 4,237 FLORENCE SC (FLO) 66.7 50.0 18 18 KETCHIKAN AK (KTN) 84.8 80.9 178 178 FORT LAUDERDALE FL (FLL) 70.7 71.8 5,812 5,807 KEY WEST FL (EYW) 68.3 69.8 126 126 FORT SMITH AR (FSM) 82.7 88.9 162 162 KILLEEN TX (GRK) 80.1 87.3 267 267 FORT WAYNE IN (FWA) 63.8 74.4 448 449 KLAMATH FALLS OR (LMT) 65.6 62.4 93 93 FRESNO CA (FAT) 66.8 74.7 971 971 KNOXVILLE TN (TYS) 73.9 78.4 1,192 1,205 FT. MYERS FL (RSW) 76.5 80.8 2,719 2,717 KODIAK AK (ADQ) 76.8 73.2 56 56 GAINESVILLE FL (GNV) 72.2 73.2 194 194 KONA HI (KOA) 84.1 89.8 1,001 1,001 GILLETTE WY (GCC) 71.8 76.6 124 124 KOTZEBUE AK (OTZ) 63.3 60.0 90 90 GRAND FORKS ND (GFK) 57.8 64.1 206 206 LA CROSSE WI (LSE) 64.4 77.0 135 135 GRAND JUNCTION CO (GJT) 80.2 86.1 470 469 LAFAYETTE LA (LFT) 82.9 87.6 433 434 GRAND RAPIDS MI (GRR) 64.5 74.8 1,010 1,015 LAKE CHARLES LA (LCH) 84.3 92.2 89 90 GREAT FALLS MT (GTF) 74.8 82.3 147 147 LANSING MI (LAN) 61.1 79.8 262 262 GREEN BAY/CLINTONVILLE WI (GRB) 62.4 70.4 532 541 LAREDO TX (LRD) 84.4 88.8 224 224 GREENSBORO/HIGH POINT NC (GSO) 69.6 75.1 872 871 LAS VEGAS NV (LAS) 71.9 67.2 11,918 11,918 GREENVILLE/SPARTANBURG SC (GSP) 70.8 75.3 791 790 LEWISBURG WV (LWB) 56.5 54.8 62 62 GUAM GU (GUM) 50.0 80.0 10 10 LEWISTON ID (LWS) 77.2 77.2 57 57 GULFPORT/BILOXI MS (GPT) 82.6 83.5 501 502 LEXINGTON KY (LEX) 65.3 70.4 801 802 GUNNISON CO (GUC) 55.8 74.7 95 95 LIHUE HI (LIH) 86.4 91.5 936 936 HANCOCK/HOUGHTON MI (CMX) 66.1 77.4 62 62 LINCOLN NE (LNK) 70.7 74.8 205 210 HARLINGEN/SAN BENITO TX (HRL) 73.1 85.9 412 412 LITTLE ROCK AR (LIT) 74.9 80.0 1,572 1,572 HARRISBURG PA (MDT) 70.8 79.6 535 529 LONG BEACH CA (LGB) 67.1 71.1 1,126 1,126 HARTFORD CT (BDL) 65.8 73.2 2,281 2,280 LONGVIEW/KILGOR/GLADWATR TX (GGG) 90.3 90.3 31 31 HELENA MT (HLN) 69.0 78.6 145 145 LOS ANGELES CA (LAX) 70.2 71.4 16,656 16,657 HILO HI (ITO) 89.2 91.4 604 604 LOUISVILLE KY (SDF) 66.6 74.6 1,408 1,411 HONOLULU HI (HNL) 82.0 89.0 4,453 4,454 LUBBOCK TX (LBB) 73.7 81.4 623 622 HOUSTON TX (HOU) 74.2 64.9 4,419 4,420 LYNCHBURG VA (LYH) 66.1 72.9 59 59 HOUSTON TX (IAH) 81.5 78.4 15,819 15,821 MADISON WI (MSN) 63.8 72.1 801 800 HUNTSVILLE AL (HSV) 76.7 84.0 876 849 MAMMOTH LAKES CA (MMH) 37.5 31.3 16 16 18 DECEMBER 2010 AIR TRAVEL CONSUMER REPORT TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT CITY (AIRPORT) PERCENT ONTIME REPORTED OPERATIONS CITY (AIRPORT) PERCENT ONTIME REPORTED OPERATIONS ARR. DEP. ARR. DEP. ARR. DEP. ARR. DEP. MANCHESTER NH (MHT) 64.8 73.8 1,067 1,066 PENSACOLA FL (PNS) 79.1 81.9 829 829 MANHATTAN/FT. RILEY KS (MHK) 78.0 82.1 123 123 PEORIA IL (PIA) 67.6 75.2 250 250 MARQUETTE MI (MQT) 54.7 73.6 106 106 PETERSBURG AK (PSG) 78.0 71.2 59 59 MEDFORD OR (MFR) 57.6 72.6 361 361 PHILADELPHIA PA (PHL) 73.8 72.8 7,478 7,480 MELBOURNE FL (MLB) 76.8 76.8 138 138 PHOENIX AZ (PHX) 77.8 76.8 15,558 15,557 MEMPHIS TN (MEM) 77.3 80.1 6,450 6,450 PITTSBURGH PA (PIT) 70.5 73.2 3,270 3,265 MERIDIAN MS (MEI) 74.1 84.5 58 58 POCATELLO ID (PIH) 58.4 67.3 113 113 MIAMI FL (MIA) 78.7 77.0 6,720 6,716 PONCE PR (PSE) 43.5 72.6 62 62 MIDLAND/ODESSA TX (MAF) 75.1 85.0 587 587 PORTLAND ME (PWM) 60.9 71.5 516 516 MILWAUKEE WI (MKE) 69.6 73.1 4,070 4,068 PORTLAND OR (PDX) 72.1 77.0 4,274 4,274 MINNEAPOLIS MN (MSP) 63.8 68.3 10,181 10,166 PROVIDENCE RI (PVD) 68.3 75.9 1,539 1,543 MINOT ND (MOT) 58.5 65.2 164 164 RALEIGH/DURHAM NC (RDU) 70.9 73.1 4,147 4,159 MISSION/MCALLEN/EDINBURG TX (MFE) 82.9 87.9 380 379 RAPID CITY SD (RAP) 70.1 76.2 422 421 MISSOULA MT (MSO) 69.6 80.2 283 283 REDDING CA (RDD) 45.0 65.0 120 120 MOBILE AL (MOB) 77.9 81.0 562 562 RENO NV (RNO) 64.8 66.2 1,709 1,708 MODESTO CA (MOD) 37.5 48.6 144 144 RICHMOND VA (RIC) 68.7 73.8 1,554 1,556 MOLINE IL (MLI) 63.1 67.0 447 445 ROANOKE VA (ROA) 70.5 76.2 292 307 MONROE LA (MLU) 77.9 81.4 172 172 ROCHESTER MN (RST) 62.7 67.9 166 168 MONTEREY CA (MRY) 64.5 71.6 451 451 ROCHESTER NY (ROC) 65.1 70.3 1,185 1,190 MONTGOMERY AL (MGM) 81.4 80.2 388 388 ROCK SPRINGS WY (RKS) 60.6 63.9 155 155 MONTROSE/DELTA CO (MTJ) 73.2 74.3 183 183 ROSWELL NM (ROW) 73.6 79.3 87 87 MUSKEGON MI (MKG) 65.7 74.2 67 66 SACRAMENTO CA (SMF) 64.6 68.1 3,473 3,504 MYRTLE BEACH SC (MYR) 74.3 81.1 280 280 SAGINAW/BAY CITY/MIDLAND MI (MBS) 61.8 74.2 309 310 NASHVILLE TN (BNA) 72.1 68.1 4,300 4,353 SALT LAKE CITY UT (SLC) 66.2 70.8 10,486 10,473 NEW BERN/MOREHEAD/BEAUFORT NC (EWN) 74.3 75.7 74 74 SAN ANGELO TX (SJT) 86.7 86.7 15 15 NEW ORLEANS LA (MSY) 75.2 77.6 3,401 3,400 SAN ANTONIO TX (SAT) 76.6 80.8 3,267 3,272 NEW YORK NY (JFK) 63.5 64.4 9,490 9,496 SAN DIEGO CA (SAN) 66.6 69.5 6,372 6,370 NEW YORK NY (LGA) 65.2 70.9 8,549 8,547 SAN FRANCISCO CA (SFO) 55.5 61.8 11,792 11,786 NEWARK NJ (EWR) 58.1 63.1 9,670 9,673 SAN JOSE CA (SJC) 68.2 69.9 3,357 3,357 NEWBURGH/POUGHKEEPSIE NY (SWF) 51.4 68.0 181 181 SAN JUAN PR (SJU) 69.2 73.1 1,903 1,895 NEWPORT NEWS/WILLIAMSBURG VA (PHF) 68.2 71.2 453 455 SAN LUIS OBISPO/PASO ROBLES CA (SBP) 63.1 64.5 407 406 NOME AK (OME) 64.4 61.1 90 90 SANTA ANA CA (SNA) 74.1 72.6 3,535 3,535 NORFOLK VA (ORF) 66.6 71.7 1,418 1,419 SANTA BARBARA CA (SBA) 68.1 69.5 827 827 NORTH BEND/COOS BAY OR (OTH) 59.1 44.1 93 93 SANTA FE NM (SAF) 80.4 84.8 92 92 OAKLAND CA (OAK) 64.0 62.0 3,781 3,783 SANTA MARIA CA (SMX) 74.2 77.5 120 120 OKLAHOMA CITY OK (OKC) 72.3 78.6 1,908 1,906 SARASOTA/BRADENTON FL (SRQ) 81.7 82.7 514 513 OMAHA NE (OMA) 68.7 75.8 1,971 1,971 SAVANNAH GA (SAV) 69.8 74.2 779 783 ONTARIO/SAN BERNARDINO CA (ONT) 68.7 73.3 1,943 1,944 SCRANTON/WILKES-BARRE PA (AVP) 58.2 66.3 208 199 ORLANDO FL (MCO) 75.7 76.0 10,605 10,596 SEATTLE WA (SEA) 75.3 80.4 8,042 8,038 PADUCAH KY (PAH) 69.4 75.8 62 62 SHREVEPORT LA (SHV) 82.4 87.4 397 397 PANAMA CITY FL (ECP) 72.8 80.5 580 580 SIOUX FALLS SD (FSD) 59.2 69.4 520 517 PASCO/KENNEWICK/RICHLAND WA (PSC) 63.3 66.4 278 277 SITKA AK (SIT) 77.3 84.3 88 89 PELLSTON MI (PLN) 40.6 50.0 32 32 SOUTH BEND IN (SBN) 56.9 60.3 427 428 19 DECEMBER 2010 AIR TRAVEL CONSUMER REPORT TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT CITY (AIRPORT) PERCENT ONTIME REPORTED OPERATIONS ARR. DEP. ARR. DEP. SPOKANE WA (GEG) 70.5 78.8 1,059 1,060 SPRINGFIELD IL (SPI) 55.2 68.4 174 174 SPRINGFIELD MO (SGF) 76.1 81.0 623 621 ST. GEORGE UT (SGU) 55.7 69.8 192 192 ST. LOUIS MO (STL) 71.2 66.0 5,034 5,031 ST. PETERSBURG FL (PIE) 100.0 100.0 23 23 STATE COLLEGE PA (SCE) 57.5 70.1 87 87 STEAMBOAT SPRINGS/HAYDEN CO (HDN) 71.5 77.8 158 158 SUN VALLEY/HAILEY/KETCHUM ID (SUN) 45.6 48.7 193 193 SYRACUSE NY (SYR) 64.1 67.3 918 917 TALLAHASSEE FL (TLH) 76.4 77.5 432 431 TAMPA FL (TPA) 77.4 78.8 6,086 6,085 TELLURIDE CO (TEX) 63.0 63.0 27 27 TEXARKANA AR (TXK) 88.3 93.5 77 77 TOLEDO OH (TOL) 70.4 66.7 27 27 TRAVERSE CITY MI (TVC) 60.4 63.9 275 277 TUCSON AZ (TUS) 73.8 83.0 1,862 1,862 TULSA OK (TUL) 72.4 79.9 1,656 1,664 TUNICA MS (UTM) 94.4 94.4 18 18 TWIN FALLS ID (TWF) 60.0 63.6 120 121 TYLER TX (TYR) 90.0 90.0 60 60 VALDOSTA GA (VLD) 75.9 81.6 87 87 VALPARAISO FL (VPS) 79.8 81.0 633 633 WACO TX (ACT) 89.8 93.3 59 60 WASHINGTON DC (DCA) 73.6 77.3 7,068 7,073 WASHINGTON DC (IAD) 76.1 77.2 6,565 6,528 WAUSAU/MARSHFIELD WI (CWA) 60.3 62.4 141 141 WEST PALM BEACH/PALM BEACH FL (PBI) 71.3 75.6 2,388 2,385 WHITE PLAINS NY (HPN) 63.7 66.2 815 816 WICHITA FALLS TX (SPS) 76.1 73.9 46 46 WICHITA KS (ICT) 74.9 80.8 979 978 WILMINGTON NC (ILM) 74.1 81.7 317 317 WRANGELL AK (WRG) 69.5 79.7 59 59 YAKUTAT AK (YAK) 84.2 91.2 57 57 YUMA AZ (YUM) 80.5 79.6 338 338 20 DECEMBER 2010 AIR TRAVEL CONSUMER REPORT TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS BY CARRIER CARRIER AT 29 REPORTABLE AIRPORTS B/ AT ALL REPORTABLE AIRPORTS C/ NUMBER OF AIRPORTS REPORTED FLIGHT OPERATIONS SCHEDULED FLIGHT OPERATIONS CANCELLED PERCENT OF OPERATIONS CANCELLED NUMBER OF AIRPORTS REPORTED FLIGHT OPERATIONS SCHEDULED FLIGHT OPERATIONS CANCELLED PERCENT OF OPERATIONS CANCELLED JETBLUE 21 12,522 1,095 8.7 48 18,112 1,542 8.5 COMAIR 19 5,778 551 9.5 80 12,630 975 7.7 PINNACLE 18 8,449 691 8.2 126 20,686 1,536 7.4 AMERICAN EAGLE 19 21,477 1,268 5.9 133 36,605 2,004 5.5 ATLANTIC SOUTHEAST 17 13,429 679 5.1 118 27,983 1,380 4.9 DELTA 29 47,522 2,310 4.9 115 60,940 2,874 4.7 SKYWEST 17 27,997 1,102 3.9 143 50,254 2,247 4.5 EXPRESSJET 20 16,032 778 4.9 113 31,126 1,360 4.4 CONTINENTAL 26 17,101 570 3.3 59 21,118 653 3.1 MESA 17 6,918 220 3.2 86 13,725 412 3.0 AMERICAN 28 36,172 972 2.7 78 45,656 1,111 2.4 US AIRWAYS 28 28,855 708 2.5 78 34,500 806 2.3 UNITED 27 23,704 526 2.2 74 27,619 599 2.2 SOUTHWEST 20 47,654 1,116 2.3 69 94,097 1,744 1.9 AIRTRAN 22 13,838 217 1.6 65 20,827 308 1.5 ALASKA 18 6,830 43 0.6 50 11,471 94 0.8 FRONTIER 21 5,038 30 0.6 41 6,456 38 0.6 HAWAIIAN 7 389 0 0.0 15 5,578 9 0.2 Total 339,705 12,876 3.8 Total 539,383 19,692 3.7 For simplicity, statistics are displayed to one decimal place. Actual ranking order is based on our computer carryi ng out the number of decimal places to nine. Effective January 2010, data of the merged operations of Delta Air Lines and Northwest Airlines are combined, and appear as Delta data in this table. 21 DECEMBER 2010 AIR TRAVEL CONSUMER REPORT TABLE 8A. NUMBER AND PERCENTAGE OF REGULARLY SCHEDULED FLIGHTS CANCELED 5% OR MORE CARRIER NUMBER OF REGULARLY SCHEDULED FLIGHTS REPORTED REGULARLY SCHEDULED FLIGHTS CANCELED 5% OR MORE NUMBER PERCENTAGE JETBLUE 680 491 72.2 PINNACLE 1,627 773 47.5 AMERICAN EAGLE 1,301 558 42.9 DELTA 3,017 1,220 40.4 COMAIR 1,036 390 37.6 ATLANTIC SOUTHEAST 2,203 796 36.1 CONTINENTAL 923 267 28.9 SKYWEST 4,372 1,157 26.5 EXPRESSJET 2,428 622 25.6 AMERICAN 1,577 308 19.5 MESA 1,275 223 17.5 US AIRWAYS 1,885 322 17.1 UNITED 1,684 237 14.1 SOUTHWEST 14,582 1,518 10.4 AIRTRAN 879 82 9.3 ALASKA 408 20 4.9 FRONTIER 278 9 3.2 HAWAIIAN 195 0 0.0 Total 40,350 8,993 22.3 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. Effective January 2010, data of the merged operations of Delta Air Lines and Northwest Airlines are combined, and appear as Delta data in this table. NOTE: For a complete list of flights canceled 5% or more of the time, go to http://www.bts.gov/5PctCancels/index.html 22 DECEMBER 2010 AIR TRAVEL CONSUMER REPORT TABLE 9. CAUSES OF DELAY*, BY CARRIER** *Causes of Delay: • Air Carrier Delay: The cause of the cancell ati on or delay was due to circumstances withi n the airl ine’s control (e.g. mai ntenance or crew problems, etc.). • Extreme Weather Delay: Si gnificant meteorol ogical conditi ons (actual or forecasted) that, i n the j udgment of the carrier, delays or prevents the operati on of a fli ght. • Nati onal Avi ati on System Del ay: Del ays and cancell ati ons attributabl e to the national aviati on system refer to a broad set of conditi ons -- non-extreme weather condi tions, airport operations, heavy traffic volume, air traffi c control , etc. • Securi ty Del ay: Delays caused by evacuati on of terminal or concourse, re-boarding of aircraft because of securit y breech, i noperati ve screening equi pment and l ong li nes in excess of 29 mi nutes at screeni ng areas. • Late Arri ving Aircraft Del ay: Previ ous fl ight with same aircraft arri ved late which caused the present fli ght to depart late. A “ cancell ed” fl ight is a fli ght that was not operated, but was i n the carrier's computer reservati on system wi thi n 7 days of the schedul ed departure. A “ di verted” fli ght is a flight whi ch i s operated from the schedul ed ori gi n poi nt to a poi nt other than the scheduled desti nati on point in the carrier's published schedul e. ** See Appendix at the end of this secti on for list of carrier codes. Effecti ve January 2010, data of the merged operati ons of Del ta Air Lines and Northwest Airli nes are combi ned, and appear as DL data in this table. CAUSES OF DELAY CARRIER TOTAL RECORDS ONTIME % ONTIME CANCELLED % CANCELLED DIVERTED % DIVERTED AIR CARRIER DELAY % AIR CARRIER DELAY EXTREME WEATHER DELAY % EXTREME WEATHER DELAY NATIONAL AVIATION SYSTEM DELAY % NATIONAL AVIATION SYSTEM DELAY SECURITY DELAY % SECURITY DELAY LATE ARRIVING AIRCRAFT DELAY % LATE ARRIVING AIRCRAFT DELAY 9E 20686 13554 65.52% 1536 7.43% 67 0.32% 1638 7.92% 152 0.73% 1873 9.06% 2 0.01% 1864 9.01% AA 45656 36766 80.53% 1111 2.43% 134 0.29% 2521 5.52% 460 1.01% 2678 5.87% 26 0.06% 1960 4.29% AS 11471 9276 80.86% 94 0.82% 45 0.39% 530 4.62% 52 0.45% 841 7.33% 6 0.06% 627 5.46% B6 18112 10620 58.64% 1542 8.51% 53 0.29% 2049 11.31% 61 0.33% 1867 10.31% 12 0.06% 1909 10.54% CO 21118 15223 72.09% 653 3.09% 51 0.24% 1631 7.72% 297 1.41% 2066 9.78% 33 0.15% 1165 5.52% DL 60940 42735 70.13% 2874 4.72% 124 0.20% 4768 7.82% 483 0.79% 5383 8.83% 5 0.01% 4569 7.50% EV 27983 19717 70.46% 1380 4.93% 41 0.15% 2268 8.10% 276 0.98% 1286 4.60% 8 0.03% 3008 10.75% F9 6456 4945 76.60% 38 0.59% 8 0.12% 340 5.26% 15 0.23% 546 8.46% 0 0.00% 564 8.74% FL 20827 17089 82.05% 308 1.48% 29 0.14% 685 3.29% 79 0.38% 1344 6.45% 0 0.00% 1293 6.21% HA 5578 4889 87.65% 9 0.16% 6 0.11% 364 6.53% 8 0.14% 5 0.08% 2 0.03% 295 5.30% MQ 36605 27085 73.99% 2004 5.47% 81 0.22% 1970 5.38% 475 1.30% 2520 6.89% 30 0.08% 2440 6.67% OH 12630 7965 63.06% 975 7.72% 28 0.22% 1227 9.72% 358 2.83% 1587 12.56% 5 0.04% 485 3.84% OO 50254 32351 64.37% 2247 4.47% 253 0.50% 2990 5.95% 282 0.56% 4558 9.07% 22 0.04% 7552 15.03% UA 27619 22948 83.09% 599 2.17% 69 0.25% 957 3.47% 101 0.37% 1677 6.07% 0 0.00% 1267 4.59% US 34500 27148 78.69% 806 2.34% 38 0.11% 1848 5.36% 143 0.41% 2858 8.28% 31 0.09% 1628 4.72% WN 94097 63111 67.07% 1744 1.85% 245 0.26% 9311 9.90% 616 0.66% 3587 3.81% 201 0.21% 15282 16.24% XE 31126 22312 71.68% 1360 4.37% 70 0.22% 1852 5.95% 188 0.60% 2740 8.80% 23 0.07% 2581 8.29% YV 13725 10825 78.87% 412 3.00% 26 0.19% 621 4.52% 82 0.59% 708 5.16% 4 0.03% 1047 7.63% TOTAL 539383 388559 19692 1368 37569 4125 38123 410 49536 72.04% 3.65% 0.25% 6.97% 0.76% 7.07% 0.08% 9.18% 23 DECEMBER 2010 AIR TRAVEL CONSUMER REPORT TABLE 10. OVERALL CAUSES OF DELAY* ONTIME 72.04 CANCELLED 3.65% DIVERTED 0.25% AIR CARRIER DELAY 6.97% EXTREME WEATHER DELAY 0.76% NATIONAL AVIATION SYSTEM DELAY 7.07% SECURITY DELAY 0.08% LATE ARRIVING AIRCRAFT DELAY 9.18% Causes of Delay: • Ai r Carrier Delay: The cause of the cancellation or delay was due to circumstances within the airline’s control (e.g. maintenance or crew problems, etc.). • Extreme Weather Delay: Significant meteorological conditions (actual or forecasted) that, in the judgment of the carrier, delays or prevents the operation of a flight. • National Aviation System Delay: Delays and cancellations attributable to the national aviation system refer to a broad set of conditions -- non-extreme weather conditions, airport operations, heavy traffic volume, air traffic control, etc. • Security Delay: Delays caused by evacuation of terminal or concourse, re-boarding of aircraft because of security breech, inoperative screening equipment and long lines in excess of 29 minutes at screening areas. • Late Arriving Aircraft Delay: Previous flight with same aircraft arrived late which caused the present flight to depart late. A “ cancelled” flight is a flight that was not operated, but was in the carrier's computer reservation system within 7 days of the scheduled departure. A “ diverted” flight is a flight which is operated from the scheduled origin point to a point other than the scheduled destination point in the carrier's published schedule. Note: For additional airline-specific information, visit http://www.bts.gov 24 DECEMBER 2010 AIR TRAVEL CONSUMER REPORT TABLE 11. LIST OF REGULARLY SCHEDULED FLIGHTS WITH TARMAC DELAYS OVER 3 HOURS BY CARRIER * See Appendix at end of this section for list of airport codes. Ai r Flight Origin Destination Date of Location of Minutes of Carrier Number Ai rport* Ai rport* Flight Longest Tarmac Time Tarmac Delay DELTA 1329 DTW MIA 12/12/2010 Origin Airport 192 UNITED 147 SAN SFO 12/27/2010 Diversion Airport 189 PINNACLE 3829 DTW CID 12/12/2010 Origin Airport 186 25 DECEMBER 2010 AIR TRAVEL CONSUMER REPORT TABLE 12. NUMBER AND PERCENTAGE OF REGULARLY SCHEDULED FLIGHTS WITH TARMAC DELAYS OF 2 HOURS OR MORE, BY CARRIER CARRIER NUMBER OF REGULARLY SCHEDULED FLIGHTS REPORTED FROM CARRIER TARMAC DELAYS 2 HOURS OR LONGER NUMBERS PERCENTAGE FRONTIER 6,456 19 0.29 COMAIR 12,630 18 0.14 ATLANTIC SOUTHEAST 27,983 36 0.13 DELTA 60,940 69 0.11 US AIRWAYS 34,500 32 0.09 PINNACLE 20,686 18 0.09 AMERICAN EAGLE 36,605 30 0.08 UNITED 27,619 16 0.06 EXPRESSJET 31,126 16 0.05 MESA 13,725 7 0.05 JETBLUE 18,112 8 0.04 CONTINENTAL 21,118 8 0.04 AMERICAN 45,656 16 0.04 SKYWEST 50,254 16 0.03 AIRTRAN 20,827 4 0.02 SOUTHWEST 94,097 4 0.00 ALASKA 11,471 0 0.00 HAWAIIAN 5,578 0 0.00 TOTAL 539,383 317 0.06 Effective January 2010, data of the merged operations of Delta Ai r Lines and Northwest Airlines are combined, and appear only as DL data in this table. 26 FOOTNOTES FOR TABLES 1 THROUGH 6 (FLIGHT DELAYS) AND 8 (CANCELLATIONS) 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. K Flights listed arrived at the scheduled destination gate more than 30 minutes after the published arrival time more than 50 percent of the time in each month. Some flights on the list are a combination of flights operated by the same carrier between the same origin and destination with a change in scheduled departure time of 30 minutes or less. S Carrier reported data for entire domestic system. V Carrier reported data voluntarily. 27 APPENDIX 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 fromthe 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 Rule (14 CFR PART 234 *) Atlanta: Hartsfield-J ackson ATL Balt/Wash: Int’l Thurgood Marshall BWI Boston: Logan International BOS Charlotte: Douglas CLT Chicago: Midway MDW Chicago: O'Hare ORD Dallas-Fort Worth: International DFW Denver: International DEN Detroit: Metro Wayne County DTW Ft. Lauderdale: International FLL Houston: George Bush IAH Las Vegas: McCarran International LAS Los Angeles: International LAX Miami: International MIA Minneapolis-St. Paul: International MSP Newark: Liberty International EWR New York: J FK International J FK New York: LaGuardia LGA Orlando: International MCO Philadelphia: International PHL Phoenix: Sky Harbor International PHX Portland: International PDX 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 Washington: Dulles IAD Ai r Carri ers Requi red to Report Data to DOT and to CRS Vendors * FL AirTran Airways AS Alaska Airlines AA American Airlines MQ American Eagle Airlines EV Atlantic Southeast Airlines OH Comair CO Continental Airlines DL** Delta Air Lines F9 Frontier Airlines HA Hawaiian Airlines B6 J etBlue Airways YV Mesa Airlines OO SkyWest Airlines WN Southwest Airlines UA United Airlines US US Airways Air Carriers Voluntaril y Reporting Data to DOT and to CRS Vendors 9E Pinnacle Airlines XE ExpressJ et Airlines * Based on the Bureau of Transportation Statistics’ Technical Reporting Directive #19, issued November 23, 2009, effective January 1, 2010. ** Effective January 2010, data of the merged operations of Delta Air Lines and Northwest Airlines are combined, and appear onl y as DL or Delta Air Lines data in the flight delay tables. 28 MISHANDLED BAGGAGE This section gives the rate of mishandled-baggage reports per 1,000 passengers by carrier and for the industry. The rate is based on the total number of reports each carrier received from passengers concerning lost, damaged, delayed or pilfered baggage. The reports of mishandled baggage do not distinguish between carriers that interline and those that do not. As with the data on flight delays in the previous section, these baggage statistics are filed with DOT’s Bureau of Transportation Statistics (Office of Airline Information) on a monthly basis by U.S. airlines that have at least one percent of total domestic scheduled-service passenger revenues, plus any other airline that voluntarily submits the data. See 14 CFR Part 234. 29 Office of Aviation Enforcement and Proceedings U.S. Department of Transportation DECEMBER MISHANDLED BAGGAGE REPORTS FILED BY PASSENGERS U.S. AIRLINES * DECEMBER 2010 DECEMBER 2009 RANK AIRLINE TOTAL BAGGAGE REPORTS ENPLANED PASSENGERS REPORTS PER 1,000 PASSENGERS TOTAL BAGGAGE REPORTS ENPLANED PASSENGERS REPORTS PER 1,000 PASSENGERS 1 AIRTRAN AIRWAYS 3,994 2,025,934 1.97 4,274 2,020,491 2.12 2 J ETBLUE AIRWAYS 5,490 1,839,578 2.98 5,799 1,791,665 3.24 3 FRONTIER AIRLINES 2,412 723,672 3.33 2,425 693,376 3.50 4 US AIRWAYS 13,527 3,877,957 3.49 16,179 3,645,317 4.44 5 ALASKA AIRLINES 4,714 1,317,080 3.58 4,835 1,200,663 4.03 6 HAWAIIAN AIRLINES 2,705 715,961 3.78 1,179 710,349 1.66 7 UNITED AIRLINES 14,415 3,493,643 4.13 22,845 3,652,201 6.26 8 AMERICAN AIRLINES 24,558 5,629,935 4.36 30,747 5,633,230 5.46 9 CONTINENTAL AIRLINES 11,938 2,692,456 4.43 9,813 2,790,026 3.52 10 DELTA AIR LINES** 36,165 7,376,347 4.90 27,862 4,531,411 6.15 11 SOUTHWEST AIRLINES*** 45,370 9,136,475 4.97 38,510 8,579,488 4.49 12 MESA AIRLINES 4,304 726,097 5.93 5,872 893,681 6.57 13 EXPRESSJ ET AIRLINES 8,020 1,234,694 6.50 5,758 1,061,074 5.43 14 SKYWEST AIRLINES 12,684 1,916,555 6.62 15,829 1,817,098 8.71 15 COMAIR 3,677 485,789 7.57 3,609 472,353 7.64 16 AMERICAN EAGLE AIRLINES 11,526 1,298,950 8.87 12,496 1,250,744 9.99 17 PINNACLE AIRLINES 7,793 790,163 9.86 5,308 890,225 5.96 18 ATLANTIC SOUTHEAST AIRLINES 11,504 1,160,219 9.92 11,387 1,006,621 11.31 TOTALS 224,796 46,441,505 4.84 224,727 42,640,013 5.27 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. * All U.S. airlines with at least one percent of total domestic scheduled-service passenger revenues, as determined by DOT’s Bureau of Transportation Statistics, plus other carriers that report flight delay data voluntarily (ExpressJ et and Pinnacle). The carriers that are ranked in this table are the same carriers that are ranked in the “Flight Delays”and “Consumer Complaints”sections of this report. ** Effective J anuary 2010, “Total Baggage Reports”and “Enplaned Passengers”data of the merged operations of Delta Air Lines and Northwest Airlines are combined, and appear only as Delta Air Lines data in this table. Effective J anuary 2010, Northwest Airlines is no longer ranked in this table. Totals for December 2009 reflect the deletion of Northwest’s data for that month. *** This table was revised on May 9, 2011, to include the correction made by Southwest Airlines to its Total Baggage Reports for December 2010. 30 Office of Aviation Enforcement and Proceedings U.S. Department of Transportation JANUARY TO DECEMBER MISHANDLED BAGGAGE REPORTS FILED BY PASSENGERS U.S. AIRLINES * JANUARY-DECEMBER 2010 JANUARY-DECEMBER 2009 RANK AIRLINE TOTAL BAGGAGE REPORTS ENPLANED PASSENGERS REPORTS PER 1,000 PASSENGERS TOTAL BAGGAGE REPORTS ENPLANED PASSENGERS REPORTS PER 1,000 PASSENGERS 1 AIRTRAN AIRWAYS 40,673 24,914,028 1.63 40,931 24,565,776 1.67 2 HAWAIIAN AIRLINES 18,977 8,518,682 2.23 16,075 8,465,984 1.90 3 J ETBLUE AIRWAYS 54,103 21,774,499 2.48 53,262 20,788,303 2.56 4 US AIRWAYS 119,472 46,737,693 2.56 139,632 46,057,753 3.03 5 FRONTIER AIRLINES 24,544 9,508,989 2.58 23,782 9,524,184 2.50 6 CONTINENTAL AIRLINES 84,576 31,919,358 2.65 90,690 33,252,683 2.73 7 ALASKA AIRLINES 48,504 15,502,813 3.13 58,475 14,692,489 3.98 8 UNITED AIRLINES 154,630 45,537,571 3.40 196,356 47,948,918 4.10 9 SOUTHWEST AIRLINES 378,511 109,076,175 3.47 357,525 104,235,484 3.43 10 DELTA AIR LINES** 327,868 93,828,968 3.49 284,136 58,116,315 4.89 11 AMERICAN AIRLINES 262,551 68,716,186 3.82 299,257 69,208,708 4.32 12 MESA AIRLINES 37,127 9,347,008 3.97 51,437 11,387,988 4.52 13 SKYWEST AIRLINES*** 112,779 23,890,608 4.72 122,072 21,467,249 5.69 14 EXPRESSJ ET AIRLINES 74,001 15,323,951 4.83 46,676 11,931,767 3.91 15 COMAIR 34,055 6,449,801 5.28 38,516 6,379,831 6.04 16 PINNACLE AIRLINES 65,689 10,432,054 6.30 59,794 11,027,102 5.42 17 ATLANTIC SOUTHEAST AIRLINES 94,392 14,057,289 6.71 104,215 13,235,879 7.87 18 AMERICAN EAGLE AIRLINES 113,326 15,843,500 7.15 120,994 15,547,802 7.78 TOTALS 2,045,778 571,379,173 3.58 2,103,825 527,834,215 3.99 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. * All U.S. airlines with at least one percent of total domestic scheduled-service passenger revenues, as determined by DOT’s Bureau of Transportation Statistics, plus other carriers that report flight delay data voluntarily (ExpressJ et and Pinnacle). The carriers that are ranked in this table are the same carriers that are ranked in the “Flight Delays”and “Consumer Complaints”sections of this report. ** Effective J anuary 2010, “Total Baggage Reports”and “Enplaned Passengers”data of the merged operations of Delta Air Lines and Northwest Airlines are combined, and appear only as Delta Air Lines data in this table. Effective J anuary 2010, Northwest Airlines is no longer ranked in this table. Totals for J anuary-December 2009 reflect the deletion of Northwest’s data for that month. *** This table was revised on May 9, 2011, to include the corrections made by Southwest Airlines to its Total Baggage Reports for October, November and December 2010. 31 OVERSALES This section furnishes data on the number of passengers who hold confirmed reservations and are denied boarding ("bumped") from a flight because it is oversold. These figures include only passengers whose oversold flight departs without them; they do not include passengers affected by cancelled, delayed or diverted flights. The report includes U.S. airlines that have at least one percent of total domestic scheduled-service passenger revenues and operate aircraft with a passenger capacity of 30 or more seats (see footnote on chart for details). It provides system data for scheduled passenger service on domestic flights and data on international flight segments that originate in the United States. Information is displayed for the latest available quarter and for the year to date, for the current period and for the same period in the previous year. The data are reported quarterly to DOT’s Bureau of Transportation Statistics (Office of Airline Information). The reporting requirement is found in 14 CFR 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 four 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; 3) aircraft of smaller capacity is substituted; and (4) passenger is denied boarding due to safety-related weight restrictions on an aircraft with 60 or fewer seats. Totals appear at the end of each table. The enplanements figures that are used to calculate the involuntary denied boarding rate do not include "shuttle" service on which reservations are not offered, nor do they include inbound international service, since the rule does not apply to these flights. 32 Office of Aviation Enforcement and Proceedings U.S. Department of Transportation OCTOBER - DECEMBER PASSENGERS DENIED BOARDING BY U.S. AIRLINES * OCTOBER-DECEMBER 2010 OCTOBER-DECEMBER 2009 RANK AIRLINE DENIED BOARDINGS (DB’S) Enplaned Passengers Involuntary DB’s per 10,000 psgrs DENIED BOARDINGS (DB’S) Enplaned Passengers Involuntary DB’s per 10,000 psgrs Voluntary Involuntary Voluntary Involuntary 1 HAWAIIAN AIRLINES 118 2 2,097,578 0.01 41 7 2,066,495 0.03 2 JETBLUE AIRWAYS 21 12 6,039,231 0.02 5 2 5,456,842 0.00 3 AIRTRAN AIRWAYS 10,016 161 6,121,134 0.26 9,042 137 5,911,553 0.23 4 DELTA AIR LINES 18,424 704 24,546,433 0.29 10,505 557 15,029,156 0.37 5 COMAIR 3,938 57 1,597,859 0.36 4,713 56 1,419,761 0.39 6 ATLANTIC SOUTHEAST AIRLINES 6,766 165 3,527,999 0.47 5,043 76 3,071,287 0.25 7 PINNACLE AIRLINES 6,065 142 2,527,629 0.56 6,028 208 2,573,221 0.81 8 SKYWEST AIRLINES 11,301 346 6,006,681 0.58 10,526 474 5,241,819 0.90 9 AMERICAN AIRLINES 15,096 1,417 18,934,213 0.75 14,284 1,400 18,649,876 0.75 10 SOUTHWEST AIRLINES 16,548 2,062 27,178,950 0.76 28,566 3,281 25,450,773 1.29 11 FRONTIER AIRLINES 784 188 2,241,300 0.84 1,155 297 2,201,707 1.35 12 US AIRWAYS 11,122 1,204 13,192,128 0.91 10,524 1,407 12,275,768 1.15 13 UNITED AIRLINES 16,152 1,181 11,805,553 1.00 15,064 1,722 11,930,997 1.44 14 ALASKA AIRLINES 1,638 418 3,852,268 1.09 2,478 636 3,526,980 1.80 15 CONTINENTAL AIRLINES 6,665 1,366 9,220,356 1.48 8,580 1,956 9,193,271 2.13 16 EXPRESSJET AIRLINES 5,306 664 3,893,575 1.71 4,824 607 3,151,179 1.93 17 MESA AIRLINES 3,575 564 2,018,689 2.79 4,316 429 2,698,257 1.59 18 AMERICAN EAGLE AIRLINES 5,876 1,139 4,086,490 2.79 4,881 1,822 3,934,563 4.63 TOTALS 139,411 11,792 148,888,066 0.79 140,575 15,074 133,783,505 1.13 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 that operate aircraft with a passenger capacity of 30 seats or more. The carriers that are ranked in this table are the same carriers that are ranked in the “Flight Delays,”“Mishandled Baggage,”and “Consumer Complaints” sections of this report. Note: Effective J anuary 2010, data of the merged operations of Delta Air Lines and Northwest Airlines are combined, and appear only as Delta Air Lines data in this table. Effective the first quarter 2010, Northwest Airlines is no longer ranked in this table. Totals for October-December 2009 reflect the deletion of Northwest’s data for that quarter. 33 Office of Aviation Enforcement and Proceedings U.S. Department of Transportation JANUARY - DECEMBER PASSENGERS DENIED BOARDING BY U.S. AIRLINES * JANUARY-DECEMBER 2010 JANUARY-DECEMBER 2009 RANK AIRLINE DENIED BOARDINGS (DB’S) Enplaned Passengers Involuntary DB’s per 10,000 psgrs DENIED BOARDINGS (DB’S) Enplaned Passengers Involuntary DB’s per 10,000 psgrs Voluntary Involuntary Voluntary Involuntary 1 JETBLUE AIRWAYS 53 22 24,253,933 0.01 33 9 22,267,349 0.00 2 HAWAIIAN AIRLINES 365 36 8,424,288 0.04 173 22 8,344,628 0.03 3 AIRTRAN AIRWAYS 52,854 962 24,721,226 0.39 33,910 569 23,997,810 0.24 4 DELTA AIR LINES 109,327 4,014 98,747,473 0.41 57,102 6,956 61,886,229 1.12 5 ATLANTIC SOUTHEAST AIRLINES 30,027 774 13,728,572 0.56 30,782 2,937 12,952,513 2.27 6 COMAIR 19,342 401 6,245,699 0.64 18,885 1,610 6,131,756 2.63 7 SKYWEST AIRLINES 50,989 1,655 23,698,919 0.70 40,925 2,134 20,721,633 1.03 8 PINNACLE AIRLINES 30,866 781 10,505,693 0.74 26,253 1,223 10,509,282 1.16 9 AMERICAN AIRLINES 64,187 6,551 76,221,824 0.86 57,070 4,304 76,245,981 0.56 10 ALASKA AIRLINES 7,464 1,823 15,502,813 1.18 9,228 2,980 14,692,489 2.03 11 SOUTHWEST AIRLINES 89,212 13,207 106,414,402 1.24 114,298 13,113 101,770,164 1.29 12 UNITED AIRLINES 60,754 6,162 48,711,205 1.27 81,813 6,645 50,971,409 1.30 13 US AIRWAYS 64,146 8,307 51,664,237 1.61 75,498 7,297 51,741,773 1.41 14 CONTINENTAL AIRLINES 32,595 6,681 36,682,772 1.82 37,915 5,893 37,524,185 1.57 15 EXPRESSJET AIRLINES 25,573 2,973 15,669,659 1.90 20,492 2,386 12,394,332 1.93 16 FRONTIER AIRLINES 6,749 2,108 9,346,026 2.26 6,618 1,769 9,419,052 1.88 17 MESA AIRLINES 14,949 2,287 8,966,020 2.55 22,480 1,618 10,984,365 1.47 18 AMERICAN EAGLE AIRLINES 21,653 6,335 15,748,222 4.02 17,978 5,828 15,485,727 3.76 TOTALS 681,105 65,079 595,252,983 1.09 651,453 67,293 548,040,677 1.23 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 that operate aircraft with a passenger capacity of 30 seats or more. The carriers that are ranked in this table are the same carriers that are ranked in the “Flight Delays,”“Mishandled Baggage,”and “Consumer Complaints” sections of this report. Note: Effective J anuary 2010, data of the merged operations of Delta Air Lines and Northwest Airlines are combined, and appear only as Delta Air Lines data in this table. Effective the first quarter 2010, Northwest Airlines is no longer ranked in this table. Totals for J anuary-December 2009 reflect the deletion of Northwest’s data for that quarter. 34 CONSUMER COMPLAINTS This section summarizes aviation consumer complaints filed with the Department in writing, by telephone, via e-mail, or in person. DOT has not determined the validity of the complaints. The report does not include safety complaints (which are handled by the Federal Aviation Administration) or security complaints (which are handled by the Transportation Security Administration). An explanation of each section of the report appears below: Summary - Table 1 gives the total number of complaints, and also breaks down complaints by industry groups (U.S. airlines, tour operators, etc.). As with most other sections of the report, figures for the current month are compared to the same month in the previous year. Complaint Categories - Table 2 ranks the categories of complaints (baggage, refunds, etc.). A detailed explanation of each category appears at the end of the report. U.S. Airlines - Table 3 shows the number of complaints against individual U.S. airlines, listed alphabetically and broken down by complaint category. Incident Date - Table 4 shows the number of complaints against individual U.S. airlines, listed alphabetically and broken down by the percentage of complaints where the incident occurred in the most recent month versus previous periods (Incident Date data is not included in YTD section). Companies Other Than U.S. Airlines - Table 5 (Table 4 in YTD reports) provides the same information as above for foreign airlines, and for tour operators, travel agents, etc. Airline Rankings - Table 6 (Table 5 in YTD reports) ranks the largest U.S. airlines (those that each account for one percent of total domestic scheduled-service passenger revenues, plus any other carrier that voluntarily reports flight delay and mishandled baggage data to DOT) according to the rate of complaints per 100,000 passengers. This ranking takes into account airline size when identifying the carriers against whom the most complaints have been filed. 35 Office of Aviation Enforcement and Proceedings U.S. Department of Transportation TABLE 1 AI R TRAVEL CONSUMER REPORT CONSUMER COMPLAI NTS SUMMARY DECEMBER 2010 DECEMBER 2009 COMPLAI NTS OPI NI ONS COMPLI MENTS I NFO REQUESTS COMPLAI NTS OPI NI ONS COMPLI MENTS I NFO REQUESTS U. S. AI RLI NES 590 114 0 75 564 25 2 75 FOREI GN AI RLI NES 137 5 0 14 106 0 0 12 TRAVEL AGENTS 8 15 0 1 7 0 0 1 TOUR OPERATORS 2 0 0 0 0 0 0 0 MI SCELLANEOUS 16 74 0 16 15 6 0 20 I NDUSTRY TOTALS 753 208 0 106 692 31 2 108 36 Tabl e 2 AI R TRAVEL CONSUMER REPORT COMPLAI NT CATEGORI ES ∗ DECEMBER 2010 DECEMBER 2009 COMPLAI NT CATEGORY RANKI NG COMPLAI NTS ** SUB- CATEGORY RANKI NG COMPLAI NTS** SUB- CATEGORY FLI GHT PROBLEMS 1 230 1 171 CANCELLATI ONS 105 76 DELAYS 78 47 MI SCONNECTI ONS 27 29 BAGGAGE 2 154 2 165 CUSTOMER SERVI CE 3 93 4 79 RES/ TKTG/ BOARDI NG 4 93 3 102 REFUNDS 5 50 6 38 DI SABI LI TY 6 38 5 38 FARES 7 32 7 33 OVERSALES 8 26 8 25 OTHER 9 15 9 23 FREQUENT FLYER 14 19 DI SCRI MI NATI ON 10 14 10 11 ADVERTI SI NG 11 7 11 6 ANI MALS 12 1 12 1 COMPLAI NT TOTAL 753 692 * A DETAI LED EXPLANATI ON OF THE COMPLAI NT CATEGORI ES I S ATTACHED. ** I NCLUDES FI GURES FOR SUB- CATEGORI ES. 37 Tabl e 3 AI R TRAVEL CONSUMER REPORT COMPLAI NTS AGAI NST U. S. AI RLI NES BY COMPLAI NT CATEGORY * DECEMBER 2010 U. S. AI RLI NES ** ALPHABETI CAL FLI GHT PROBLEMS OVER- SALES RES/ TKTG/ BOARDI NG FARES REFUNDS BAGGAGE CUSTOMER SERVI CE DI S- ABI LI TY ADVER- TI SI NG DI SCRI M- I NATI ON ANI MALS OTHER TOTAL AI RTRAN AI RWAYS 3 0 1 0 0 3 0 1 0 0 0 0 8 ALLEGI ANT AI R 4 0 2 1 1 1 1 0 0 0 0 0 10 AMERI CAN AI RLI NES 22 2 6 2 8 18 10 6 0 1 0 2 77 AMERI CAN EAGLE AI RLI NES 7 0 2 0 0 3 1 0 0 0 0 0 13 ATLANTI C SOUTHEAST AI RLI NES 3 0 0 0 0 2 0 0 0 0 0 0 5 COLGAN AI R 4 1 0 0 0 0 0 0 0 0 0 0 5 CONTI NENTAL AI RLI NES 10 0 5 2 5 11 10 2 2 4 0 2 53 DELTA AI R LI NES 33 4 14 7 5 20 11 5 0 2 1 2 104 EXPRESSJ ET AI RLI NES 5 0 0 0 0 0 2 0 0 0 0 0 7 FRONTI ER AI RLI NES 2 0 1 0 1 4 3 0 0 0 0 0 11 HAWAI I AN AI RLI NES 1 0 1 0 0 2 0 0 1 0 0 0 5 HORI ZON AI RLI NES 4 0 0 1 0 0 0 0 0 0 0 0 5 J ETBLUE AI RWAYS 14 0 2 2 3 0 4 3 0 0 0 0 28 PI EDMONT AI RLI NES 2 1 1 0 0 0 2 0 0 0 0 0 6 PI NNACLE AI RLI NES 4 0 0 0 0 0 1 0 0 0 0 0 5 SKYWEST AI RLI NES 8 1 0 0 0 4 0 0 0 0 0 0 13 SOUTHWEST AI RLI NES 4 1 2 1 1 7 5 2 1 1 0 1 26 SPI RI T AI RLI NES 7 1 14 0 3 7 6 1 0 0 0 2 41 UNI TED AI RLI NES 13 3 10 5 3 10 11 3 0 0 0 4 62 UNI TED EXPRESS 4 0 0 0 1 0 0 0 0 1 0 0 6 US AI RWAYS 14 3 8 2 2 7 4 5 1 1 0 1 48 VI RGI N AMERI CA 2 0 0 0 0 0 2 2 0 0 0 0 6 OTHER U. S. AI RLI NES 25 1 2 1 4 3 7 2 0 1 0 0 46 TOTAL DECEMBER 2010 195 18 71 24 37 102 80 32 5 11 1 14 590 %OF TOTAL COMPLAI NTS 33. 1 3. 1 12. 0 4. 1 6. 3 17. 3 13. 6 5. 4 0. 8 1. 9 0. 2 2. 4 TOTAL DECEMBER 2009 157 20 80 27 23 123 67 33 4 10 1 19 564 %OF TOTAL COMPLAI NTS 27. 8 3. 5 14. 2 4. 8 4. 1 21. 8 11. 9 5. 9 0. 7 1. 8 0. 2 3. 4 * A DETAI LED EXPLANATI ON OF THE COMPLAI NT CATEGORI ES FOLLOWS THI S SECTI ON. ** AI RLI NES ARE LI STED I NDI VI DUALY I F DOT RECEI VED FI VE ( 5) OR MORE COMPLAI NTS AGAI NST THEM DURI NG THE REPORTI NG PERI OD. COMPLAI NTS AGAI NST U. S. AI RLI NES ACCOUNTI NG FOR FEWER COMPLAI NTS THAN THAT ARE I NCLUDED UNDER ‘ OTHER U. S. AI RLI NES. ’ NOTE: EFFECTI VE J ANUARY 2010, THE COMPLAI NTS OF THE MERGED DELTA AI R LI NES AND NORTHWEST AI RLI NES ARE COMBI NED, AND APPEAR ONLY AS DELTA AI R LI NES COMPLAI NTS I N THI S TABLE. NORTHWEST AI RLI NES I S NO LONGER I NCLUDED I N THI S TABLE. EFFECTI VE AUGUST 2010, “COMPLAI NTS” OF THE MERGED OPERATI ONS OF FRONTI ER AI RLI NES AND MI DWEST AI RLI NES ARE COMBI NED, AND APPEAR AS FRONTI ER AI RLI NES I N THI S TABLE. 38 Tabl e 4 AI R TRAVEL CONSUMER REPORT COMPLAI NTS AGAI NST U. S. AI RLI NES BY I NCI DENT DATE DECEMBER 2010 U. S. AI RLI NES * ALPHABETI CAL COMPS RECD I N DEC I NCI - DENTS I N DEC PERCENT I NCI - DENTS I N NOV PERCENT I NCI - DENTS I N ALL PRI OR MONTHS PERCENT UN- KNOWN I NCI - DENT DATE PERCENT AI RTRAN AI RWAYS 8 1 12. 5 2 25. 0 4 50. 0 1 12. 5 ALLEGI ANT AI R 10 6 60. 0 2 20. 0 0 0. 0 2 20. 0 AMERI CAN AI RLI NES 77 38 49. 4 10 13. 0 25 32. 5 4 5. 2 AMERI CAN EAGLE AI RLI NES 13 9 69. 2 1 7. 7 3 23. 1 0 0. 0 ATLANTI C SOUTHEAST AI RLI NES 5 2 40. 0 1 20. 0 1 20. 0 1 20. 0 COLGAN AI R 5 0 0. 0 3 60. 0 2 40. 0 0 0. 0 CONTI NENTAL AI RLI NES 53 30 56. 6 8 15. 1 6 11. 3 9 17. 0 DELTA AI R LI NES 104 61 58. 7 10 9. 6 25 24. 0 8 7. 7 EXPRESSJ ET AI RLI NES 7 6 85. 7 1 14. 3 0 0. 0 0 0. 0 FRONTI ER AI RLI NES 11 8 72. 7 3 27. 3 0 0. 0 0 0. 0 HAWAI I AN AI RLI NES 5 1 20. 0 1 20. 0 2 40. 0 1 20. 0 HORI ZON AI RLI NES 5 5 100. 0 0 0. 0 0 0. 0 0 0. 0 J ETBLUE AI RWAYS 28 18 64. 3 2 7. 1 4 14. 3 4 14. 3 PI EDMONT AI RLI NES 6 4 66. 7 0 0. 0 2 33. 3 0 0. 0 PI NNACLE AI RLI NES 5 4 80. 0 1 20. 0 0 0. 0 0 0. 0 SKYWEST AI RLI NES 13 8 61. 5 2 15. 4 3 23. 1 0 0. 0 SOUTHWEST AI RLI NES 26 13 50. 0 3 11. 5 6 23. 1 4 15. 4 SPI RI T AI RLI NES 41 26 63. 4 5 12. 2 6 14. 6 4 9. 8 UNI TED AI RLI NES 62 28 45. 2 11 17. 7 20 32. 3 3 4. 8 UNI TED EXPRESS 6 3 50. 0 2 33. 3 1 16. 7 0 0. 0 US AI RWAYS 48 17 35. 4 11 22. 9 15 31. 2 5 10. 4 VI RGI N AMERI CA 6 3 50. 0 1 16. 7 1 16. 7 1 16. 7 OTHER U. S. AI RLI NES 46 26 56. 5 7 15. 2 10 21. 7 3 6. 5 TOTALS 590 317 53. 7 87 14. 7 136 23. 1 50 8. 5 PREVI OUS YEAR' S TOTALS 564 321 56. 9 79 14. 0 117 20. 7 47 8. 3 * AI RLI NES ARE LI STED I NDI VI DUALLY I F DOT RECEI VED Fi ve ( 5) OR MORE COMPLAI NTS AGAI NST THEM DURI NG THE REPORTI NG PERI OD. COMPLAI NTS AGAI NST U. S. AI RLI NES ACCOUNTI NG FOR FEWER COMPLAI NTS THAN THAT ARE I NCLUDED UNDER ' OTHER U. S. AI RLI NES. ’ 39 Tabl e 5 AI R TRAVEL CONSUMER REPORT COMPANI ES OTHER THAN U. S. AI RLI NES * BY COMPLAI NT CATEGORY ** DECEMBER 2010 FLI GHT PROBLEMS OVER- SALES RES/ TKTG/ BOARDI NG FARES REFUNDS BAGGAGE CUSTOMER SERVI CE DI SAB- I LI TY ADVERT- I SI NG DI SCRI M- I NATI ON ANI MALS OTHER TOTAL FOREI GN AI RLI NES AI R FRANCE 5 0 1 2 1 5 0 0 0 0 0 0 14 AI R I NDI A 2 0 0 0 0 1 1 1 0 0 0 0 5 ALI TALI A AI RLI NES 1 2 1 0 1 4 0 0 0 0 0 0 9 BRI TI SH AI RWAYS 3 1 2 1 1 2 1 1 0 0 0 0 12 CATHAY PACI FI C AI RWAYS 3 0 0 1 0 1 0 0 0 0 0 0 5 KLM 2 0 1 0 2 1 0 0 1 0 0 0 7 LUFTHANSA 2 1 0 1 0 8 1 0 0 0 0 0 13 OTHER FOREI GN AI RLI NES 13 4 12 1 3 26 6 3 0 3 0 1 72 TOTALS 31 8 17 6 8 48 9 5 1 3 0 1 137 TRAVEL AGENTS OTHER TRAVEL AGENTS 0 0 1 1 3 0 3 0 0 0 0 0 8 TOTALS 0 0 1 1 3 0 3 0 0 0 0 0 8 TOUR OPERATORS OTHER TOUR OPERATORS 1 0 1 0 0 0 0 0 0 0 0 0 2 TOTALS 1 0 1 0 0 0 0 0 0 0 0 0 2 MI SCELLANEOUS *** OTHER MI SCELLANEOUS 3 0 3 1 2 4 1 1 1 0 0 0 16 TOTALS 3 0 3 1 2 4 1 1 1 0 0 0 16 * COMPANI ES ARE LI STED I NDI VI DUALLY I F DOT RECEI VED FI VE ( 5) OR MORE COMPLAI NTS AGAI NST THEM DURI NG THE REPORTI NG PERI OD. COMPLAI NTS AGAI NST COMPANI ES ACCOUNTI NG FOR FEWER COMPLAI NTS THAN THAT ARE I NCLUDED UNDER ' OTHER FOREI GN AI RLI NES, ' ' OTHER TOUR OPERATORS, ' ETC. ** A DETAI LED EXPLANATI ON OF THE COMPLAI NT CATEGORI ES FOLLOWS THI S SECTI ON. 40 Office of Aviation Enforcement and Proceedings U.S. Department of Transportation TABLE 6 DECEMBER CONSUMER COMPLAINTS: RANKINGS/U.S. AIRLINES * DECEMBER 2010 DECEMBER 2009 COMPLAINTS COMPLAINTS SYSTEMWIDE PER 100,000 SYSTEMWIDE PER 100,000 RANK AIRLINE COMPLAINTS ENPLANEMENTS ENPLANEMENTS COMPLAINTS ENPLANEMENTS ENPLANEMENTS 1 ALASKA AIRLINES 3 1,439,686 0.21 3 1,318,459 0.23 2 SOUTHWEST AIRLINES 26 8,952,888 0.29 16 8,361,945 0.19 3 AIRTRAN AIRWAYS 8 2,003,749 0.40 19 1,973,336 0.96 4 COMAIR 2 485,789 0.41 7 482,773 1.45 5 MESA AIRLINES 3 700,190 0.43 3 860,624 0.35 6 ATLANTIC SOUTHEAST AIRLINES 5 1,151,465 0.43 2 1,003,568 0.20 7 EXPRESSJET AIRLINES 7 1,240,816 0.56 5 1,185,339 0.42 8 PINNACLE AIRLINES 5 834,969 0.60 5 863,837 0.58 9 SKYWEST AIRLINES 13 1,977,235 0.66 5 1,811,394 0.28 10 HAWAIIAN AIRLINES 5 720,386 0.69 6 700,967 0.86 11 FRONTIER AIRLINES 11 1,145,388 0.96 5 714,520 0.70 12 AMERICAN EAGLE AIRLINES 13 1,312,461 0.99 7 1,296,631 0.54 13 AMERICAN AIRLINES 77 7,136,809 1.08 66 7,076,938 0.93 14 US AIRWAYS 48 4,277,551 1.12 68 4,011,730 1.70 15 DELTA AIR LINES 104 8,755,596 1.19 112 5,369,330 2.09 16 JETBLUE AIRWAYS 28 2,040,194 1.37 14 1,957,564 0.72 17 CONTINENTAL AIRLINES 53 3,701,730 1.43 38 3,719,269 1.02 18 UNITED AIRLINES 62 4,226,379 1.47 80 4,341,997 1.84 TOTAL 473 52,103,281 0.91 461 47,050,221 0.98 Note: For simplicity, statistics are displayed to two deci mal places. 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, as determined by DOT’s Bureau of Transportation Statistics, plus other carriers that report flight delay and mishandled baggage data voluntarily (ExpressJ et and Pinnacle). The carriers that are ranked in this table are the same carriers that are ranked in the “Flight Delays”and “Mishandled Baggage”sections of this report. Note: Effective J anuary 2010, “Complaints”and “Systemwide Enplanements”data of the merged operations of Delta Air Lines and Northwest Airlines are combined, and appear only as Delta Air Lines data in this table. Northwest is no longer ranked in this table. Totals for December 2009 reflect the deletion of Northwest’s data for that month. Effective August 2010, “Complaints”and “Systemwide Enplanements”of the merged operations of Frontier Airlines and Midwest Airlines are combined, and appear as Frontier Airlines in this table. 41 TABLE 1 ( YTD) AI R TRAVEL CONSUMER REPORT CONSUMER COMPLAI NTS J ANUARY - DECEMBER 2010 J ANUARY - DECEMBER 2009 COMPLAI NTS OPI NI ONS COMPLI MENTS I NFO REQUESTS COMPLAI NTS OPI NI ONS COMPLI MENTS I NFO REQUESTS U. S. AI RLI NES 9, 119 601 28 1, 068 7, 120 454 21 937 FOREI GN AI RLI NES 1, 539 49 3 145 1, 449 58 3 135 TRAVEL AGENTS 132 23 0 12 105 3 0 114 TOUR OPERATORS 52 1 0 4 2 0 0 0 MI SCELLANEOUS 143 215 1 235 145 70 1 150 I NDUSTRY TOTALS 10, 985 889 32 1, 464 8, 821 585 25 1, 336 42 TABLE 2 ( YTD) AI R TRAVEL CONSUMER REPORT COMPLAI NT CATEGORI ES ∗ J ANUARY - DECEMBER 2010 J ANUARY - DECEMBER 2009 COMPLAI NT CATEGORY RANKI NG COMPLAI NTS ** SUB- CATEGORY RANKI NG COMPLAI NTS** SUB- CATEGORY FLI GHT PROBLEMS 1 3, 336 1 2, 041 CANCELLATI ONS 1444 801 DELAYS 965 557 MI SCONNECTI ONS 557 431 BAGGAGE 2 1, 937 2 1, 607 RES/ TKTG/ BOARDI NG 3 1, 510 3 1583 CUSTOMER SERVI CE 4 1, 344 4 1103 REFUNDS 5 730 5 669 DI SABI LI TY 6 572 6 519 OVERSALES 7 544 8 370 FARES 8 465 7 436 OTHER 9 319 9 304 FREQUENT FLYER 251 232 DI SCRI MI NATI ON 10 143 10 131 ADVERTI SI NG 11 77 11 53 ANI MALS 12 8 12 5 COMPLAI NT TOTAL 10, 985 8, 821 * A DETAI LED EXPLANATI ON OF THE COMPLAI NT CATEGORI ES I S ATTACHED. ** I NCLUDES FI GURES FOR SUB- CATEGORI ES. 43 TABLE 3 ( YTD) COMPLAI NTS AGAI NST U. S. AI RLI NES/ BY COMPLAI NT CATEGORY * U. S. AI RLI NES / J ANUARY – DECEMBER 2010 ** ALPHABETI CAL FLI GHT PROBLEMS OVER- SALES RES/ TKTG/ BOARDI NG FARES REFUNDS BAGGAGE CUSTOMER SERVI CE DI S- ABI LI TY ADVER- TI SI NG DI SCRI M- I NATI ON ANI MALS OTHER TOTAL AI R WI SCONSI N 28 4 4 0 0 2 6 0 0 0 0 0 44 AI RTRAN AI RWAYS 77 19 37 4 7 30 28 11 1 4 0 3 221 ALASKA AI RLI NES 16 2 14 2 5 9 11 13 0 1 0 0 73 ALLEGI ANT AI R 31 4 29 6 14 15 12 13 3 2 0 0 129 AMERI CAN AI RLI NES 450 28 125 49 74 272 139 47 8 10 0 38 1, 240 AMERI CAN EAGLE AI RLI NES 73 12 10 1 1 43 15 9 0 1 0 1 166 ATLANTI C SOUTHEAST AI RLI NES 47 5 1 0 0 8 6 4 0 1 0 3 75 CHAUTAUQUA AI RLI NES 23 3 3 0 0 6 1 4 0 0 0 0 40 COLGAN AI R 28 3 3 0 1 5 4 0 0 0 0 0 44 COMAI R 64 6 0 0 0 5 6 2 0 0 0 0 83 COMPASS AI RLI NES 10 1 1 0 0 0 1 1 0 1 0 0 15 CONTI NENTAL AI RLI NES 148 27 94 42 32 85 125 41 8 21 1 21 645 DELTA AI R LI NES 673 110 312 107 116 385 271 114 8 29 3 100 2, 228 EXECUTI VE AI RLI NES 15 1 3 0 0 13 2 0 0 0 0 0 34 EXPRESSJ ET AI RLI NES 62 2 5 0 1 8 11 5 0 0 0 1 95 FREEDOM AI RLNES 11 0 0 0 0 0 1 0 0 0 0 0 12 FRONTI ER AI RLI NES 48 15 18 2 11 14 21 14 0 0 0 1 144 GO! 3 5 1 0 3 5 2 0 0 0 0 0 19 GOJ ET AI RLI NES, 12 1 2 0 0 4 1 4 0 0 0 0 24 GREAT LAKES AVI ATI ON 18 2 2 0 0 1 2 3 0 2 0 0 30 HAWAI I AN AI RLI NES 14 0 34 7 3 12 18 3 2 1 0 4 98 HORI ZON AI RLI NES 19 2 4 2 3 2 4 3 0 0 0 0 39 J ETBLUE AI RWAYS 123 10 33 12 27 27 43 20 2 1 0 6 304 MESA AI RLI NES 25 4 1 0 1 4 10 2 0 0 0 1 48 MESABA AVI ATI ON 26 2 1 0 0 4 7 4 0 2 0 1 47 MI DWEST AI RLI NES 11 6 2 0 2 2 3 4 0 0 0 0 30 PACI FI C WI NGS 3 0 2 0 6 2 0 0 1 0 0 0 14 PI EDMONT AI RLI NES 50 13 10 1 1 26 15 11 0 2 0 0 129 PI NNACLE AI RLI NES 54 13 2 0 0 6 6 9 0 0 0 1 91 PSA AI RLI NES 21 0 0 0 0 1 0 1 0 0 0 0 23 REPUBLI C AI RWAYS 32 3 0 0 0 3 10 1 0 0 0 0 49 SHUTTLE AMERI CA 19 1 5 0 0 12 3 2 0 0 0 2 44 SKYWEST AI RLI NES 66 12 7 0 1 37 14 11 0 0 0 1 149 SOUTHWEST AI RLI NES 64 15 37 8 9 48 53 35 4 9 0 9 291 SPI RI T AI RLI NES 167 22 109 14 54 48 51 7 7 2 0 11 492 TRANS STATES AI RLI NES 15 0 2 0 1 7 3 4 0 0 0 0 32 UNI TED AI RLI NES 151 45 145 57 69 173 136 46 4 10 0 52 888 UNI TED EXPRESS 31 2 6 0 2 14 11 1 0 1 0 0 68 US AI RWAYS 224 69 117 40 49 96 106 47 8 15 0 24 795 US AI RWAYS EXPRESS 3 1 0 2 1 1 3 0 0 0 0 0 11 USA3000 5 0 1 1 1 3 1 0 0 0 0 0 12 VI RGI N AMERI CA 5 0 3 1 3 2 7 3 3 0 0 0 27 OTHER U. S. AI RLI NES 31 2 7 1 11 13 9 0 1 0 0 2 77 TOTAL J AN- DEC 2010 2, 996 472 1, 192 359 509 1, 453 1, 178 499 60 115 4 282 9, 119 %OF TOTAL COMPLAI NTS 32. 9 5. 2 13. 1 3. 9 5. 6 15. 9 12. 9 5. 5 0. 7 1. 3 0 3. 1 TOTAL J AN- DEC 2009 1, 846 331 1, 069 342 434 1, 265 958 462 35 106 5 267 7, 120 %OF TOTAL COMPLAI NTS 25. 9 4. 6 15 4. 8 6. 1 17. 8 13. 5 6. 5 0. 5 1. 5 0. 1 3. 8 * A DETAI LED EXPLANATI ON OF THE COMPLAI NT CATEGORI ES FOLLOWS THI S SECTI ON. ** AI RLI NES ARE LI STED I NDI VI DUALY I F DOT RECEI VED TEN ( 10) OR MORE COMPLAI NTS AGAI NST THEM DURI NG THE REPORTI NG PERI OD. COMPLAI NTS AGAI NST U. S. AI RLI NES ACCOUNTI NG FOR FEWER COMPLAI NTS THAN THAT ARE I NCLUDED UNDER ‘ OTHER U. S. AI RLI NES. ’ 44 TABLE 4 ( YTD) COMPANI ES OTHER THAN U. S. AI RLI NES/ BY COMPLAI NT CATEGORY**/ J ANUARY – DECEMBER 2010 FLI GHT PROBLEMS OVER- SALES RES/ TKTG/ BOARDI NG FARES REFUNDS BAGGAGE CUSTOMER SERVI CE DI SAB- I LI TY ADVERT- I SI NG DI SCRI M- I NATI ON ANI MALS OTHER TOTAL FOREI GN AI RLI NES AER LI NGUS 5 0 1 3 5 2 1 1 0 0 0 0 18 AEROFLOT 2 0 6 1 4 1 0 0 0 0 0 0 14 AEROMEXI CO 7 3 7 5 4 2 5 2 0 0 0 0 35 AI R CANADA 10 1 7 0 4 12 2 2 0 1 0 1 40 AI R CHI NA 3 1 3 0 0 2 0 3 0 0 0 1 13 AI R EUROPA 0 0 5 0 0 5 1 1 0 0 0 0 12 AI R FRANCE 25 2 12 5 9 27 10 3 0 1 0 3 97 AI R I NDI A 9 0 5 3 5 23 2 1 0 2 0 0 50 AI R J AMAI CA 8 2 6 0 3 6 1 0 0 0 0 0 26 AI RES 6 1 1 2 1 2 0 0 0 0 0 0 13 ALI TALI A AI RLI NES 10 6 9 2 9 45 8 3 0 0 0 2 94 AVI ANCA 2 1 2 1 1 1 1 0 0 0 0 1 10 BRI TI SH AI RWAYS 21 2 20 10 17 34 5 5 2 1 0 3 120 CATHAY PACI FI C AI RWAYS 10 1 2 1 0 3 5 0 0 0 0 2 24 COPA COMPANI A PANAMENA 6 0 4 4 6 12 2 2 1 0 0 0 37 EGYPTAI R 2 0 3 0 0 5 3 1 0 0 0 1 15 EMI RATES AI RLI NES 6 1 6 1 7 17 8 3 0 1 0 1 51 ETI HAD AI RWAYS 6 0 6 0 3 3 4 1 0 0 0 0 23 I BERI A AI RLI NES 11 7 5 0 3 17 2 1 0 2 0 0 48 J ET AI RWAYS 5 0 3 0 2 5 2 0 0 0 0 0 17 KLM 7 2 7 2 5 18 3 2 3 1 0 0 50 KOREAN AI R LI NES 1 0 4 1 0 2 1 3 0 1 0 1 14 KUWAI T AI RWAYS 1 3 1 0 0 4 4 0 0 1 0 0 14 LAN AI RLI NES 2 0 3 3 3 6 2 1 0 1 0 1 22 LAN CHI LE AI RLI NES 2 1 1 1 3 6 0 2 0 0 0 0 16 LUFTHANSA 23 4 23 7 9 32 9 5 1 2 0 3 118 MEXI CANA 26 5 9 1 16 31 5 1 0 0 0 1 95 PHI LI PPI NE AI RLI NES 4 0 1 2 1 1 4 1 0 0 2 0 16 QANTAS AI RWAYS 1 1 0 0 0 1 2 1 1 1 0 2 10 QATAR AI RWAYS 4 1 7 2 2 9 1 1 0 1 0 1 29 ROYAL AI R MAROC 1 1 1 0 0 5 3 0 0 0 0 0 11 ROYAL J ORDANI AN AI RLI NES 1 3 1 1 0 5 1 2 0 0 0 0 14 SI NGAPORE AI RLI NES 1 0 2 2 0 3 1 1 0 1 0 2 13 SOUTH AFRI CAN AI RWAYS 2 0 2 1 0 8 1 1 0 0 0 1 16 SWI SS AI R ( NEW) 0 1 2 1 1 6 2 1 0 0 0 0 14 TACA I NTERNATI ONAL AI RLI NES 2 3 5 1 2 5 4 1 0 1 0 0 24 TAM 2 0 6 1 0 7 1 1 0 0 0 1 19 TURKI SH AI RLI NES 5 0 2 0 1 20 1 1 0 2 0 0 32 VI RGI N ATLANTI C AI RWAYS 5 3 3 1 4 13 6 1 0 2 0 0 38 VOLARI S AI RLI NES 3 1 7 4 5 3 1 0 0 0 0 0 24 OTHER FOREI GN AI RLI NES 38 9 30 12 19 47 19 10 0 3 2 4 193 TOTALS J AN- DEC 2010 285 66 230 81 154 456 133 65 8 25 4 32 1, 539 * COMPANI ES ARE LI STED I NDI VI DUALLY I F DOT RECEI VED TEN ( 10) OR MORE COMPLAI NTS AGAI NST THEM DURI NG THE REPORTI NG PERI OD. COMPLAI NTS AGAI NST COMPANI ES ACCOUNTI NG FOR FEWER COMPLAI NTS THAN THAT ARE I NCLUDED UNDER ' OTHER FOREI GN AI RLI NES. ' ** A DETAI LED EXPLANATI ON OF THE COMPLAI NT CATEGORI ES FOLLOWS THI S SECTI ON. 45 TABLE 4 ( YTD. . . CONTI NUED) COMPANI ES OTHER THAN U. S. AI RLI NES* BY COMPLAI NT CATEGORY** * J ANUARY – DECEMBER 2010 FLI GHT PROBLEMS OVER- SALES RES/ TKTG/ BOARDI NG FARES REFUNDS BAGGAGE CUSTOMER SERVI CE DI SAB- I LI TY ADVERT- I SI NG DI SCRI M- I NATI ON ANI MALS OTHER TOTAL TRAVEL AGENTS CHEAPOAI R. COM 1 0 7 2 4 0 0 0 1 0 0 0 15 EXPEDI A. COM 2 0 19 6 15 1 4 0 1 1 0 0 49 ORBI TZ. COM 2 0 10 4 13 0 2 0 2 0 0 0 33 TRAVELOCI TY. COM 0 0 5 2 2 0 2 0 1 0 0 0 12 OTHER TRAVEL AGENTS 0 0 9 3 7 0 3 0 1 0 0 0 23 TOTALS 5 0 50 17 41 1 11 0 6 1 0 0 132 TOUR OPERATORS DI RECT AI R AND TOURS 16 2 13 2 7 3 3 2 0 0 0 0 48 OTHER TOUR OPERATORS 0 0 0 0 3 0 1 0 0 0 0 0 4 TOTALS 16 2 13 2 10 3 4 2 0 0 0 0 52 MI SCELLANEOUS OTHER MI SCELLANEOUS 34 4 25 6 16 24 18 6 3 2 0 5 143 TOTALS 34 4 25 6 16 24 18 6 3 2 0 5 143 * COMPANI ES ARE LI STED I NDI VI DUALLY I F DOT RECEI VED TEN ( 10) OR MORE COMPLAI NTS AGAI NST THEM DURI NG THE REPORTI NG PERI OD. COMPLAI NTS AGAI NST COMPANI ES ACCOUNTI NG FOR FEWER COMPLAI NTS THAN THAT ARE I NCLUDED UNDER ' OTHER TOUR OPERATORS, ' ETC. ** A DETAI LED EXPLANATI ON OF THE COMPLAI NT CATEGORI ES FOLLOWS THI S SECTI ON. 46 Office of Aviation Enforcement and Proceedings U.S. Department of Transportation TABLE 5 ( YTD) J ANUARY – DECEMBER CONSUMER COMPLAINTS: RANKINGS/ U.S. AIRLINES * JANUARY - DECEMBER 2010 JANUARY - DECEMBER 2009 COMPLAINTS COMPLAINTS SYSTEMWIDE PER 100,000 SYSTEMWIDE PER 100,000 RANK AIRLINE COMPLAINTS ENPLANEMENTS ENPLANEMENTS COMPLAINTS ENPLANEMENTS ENPLANEMENTS 1 SOUTHWEST AIRLINES 291 106,307,267 0.27 211 101,417,913 0.21 2 ALASKA AIRLINES 73 16,514,349 0.44 78 15,561,087 0.50 3 MESA AIRLINES 48 9,041,846 0.53 67 10,962,035 0.61 4 ATLANTIC SOUTHEAST AIRLINES 75 13,959,021 0.54 86 13,198,240 0.65 5 EXPRESSJET AIRLINES 95 16,584,174 0.57 44 13,441,156 0.33 6 SKYWEST AIRLINES 149 24,335,003 0.61 104 21,320,662 0.49 7 PINNACLE AIRLINES 91 11,098,522 0.82 84 10,591,084 0.79 8 AIRTRAN AIRWAYS 221 24,576,435 0.90 234 24,037,905 0.97 9 AMERICAN EAGLE AIRLINES 166 16,086,595 1.03 111 17,321,151 0.64 10 HAWAIIAN AIRLINES 98 8,424,288 1.16 62 8,344,839 0.74 11 FRONTIER AIRLINES 144 11,750,306 1.23 88 9,612,613 0.92 12 COMAIR 83 6,637,623 1.25 73 7,103,710 1.03 13 JETBLUE AIRWAYS 304 24,226,456 1.25 189 22,122,542 0.85 14 AMERICAN AIRLINES 1,240 86,129,130 1.44 913 85,720,516 1.07 15 CONTINENTAL AIRLINES 645 43,543,539 1.48 440 43,995,409 1.00 16 US AIRWAYS 795 51,853,197 1.53 668 51,016,029 1.31 17 UNITED AIRLINES 888 54,034,924 1.64 751 56,070,670 1.34 18 DELTA AIR LINES 2,228 111,250,515 2.00 1,327 67,852,554 1.96 TOTAL 7,634 636,353,190 1.20 5,530 579,690,115 0.95 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. * All U.S. airlines with at least one percent of total domestic scheduled-service passenger revenues, as determined by DOT’s Bureau of Transportation Statistics, plus other carriers that report flight delay and mishandled baggage data voluntarily (Pinnacle). The carriers that are ranked in this table are the same carriers that are ranked in the “Flight Delays,” “Mishandled Baggage,”and ”Oversales”sections of this report. Note: Effective J anuary 2010, “Complaints”and “Systemwide Enplanements”data of the merged operations of Delta Air Lines and Northwest Airlines are combined, and appear only as Delta Air Lines data in this table. Northwest is no longer ranked in this table. Totals for J anuary-December 2009 reflect the deletion of Northwest’s data for that period. Effective August 2010, “Complaints”and “Systemwide Enplanements”of the merged operations of Frontier Airlines and Midwest Airlines are combined, and appear as Frontier Airlines in this table. 47 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 oversales regulations. Reservations, Ticketing, Boarding: Airline or travel agent mistakes made in reservations and ticketing; problems in making reservations and obtaining tickets due to busy telephone lines or waiting in line, or delays in mailing tickets; problems boarding the aircraft (except oversales). Fares: Incorrect or incomplete information about fares, discount fare conditions and availability, overcharges, fare increases and level of fares in general. Refunds: Problems in obtaining refunds for unused or lost tickets, fare adjustments, or bankruptcies. Baggage: Claims for lost, damaged or delayed baggage, charges for excess baggage, carry-on problems, and difficulties with airline claims procedures. Customer Service: Rude or unhelpful employees, inadequate meals or cabin service, treatment of delayed passengers. Disability: Civil rights complaints by air travelers with disabilities. Advertising: Advertising that is unfair, misleading or offensive to consumers. Discrimination: Civil rights complaints by air travelers (other than disability); for example, complaints based on race, national origin, religion, etc. Animals: Loss, injury or death of an animal during air transport provided by an air carrier. Other: Frequent flyer, smoking, tours credit, cargo problems, security, airport facilities, claims for bodily injury, and others not classified above. 48 Customer Service Reports to the U.S. Department of Homeland Security for the Month of December 2010 as provided by the Transportation Security Administration a The Transportation Security Administration (TSA) screened approximately 53 million airline passengers and their 42 million checked bags in the month of December as part of its efforts to secure the homeland. Since its formation, TSA has maintained a strong focus on customer service and began collecting customer service data voluntarily to improve security operations. TSA values all input and encourages passengers to contact the agency if they believe that the level of service provided does not meet their expectations b . Below is a summary of contacts with TSA either by e-mail, or telephone for the month of December. Note: Comparing the numbers below with the number of passenger complaints about airlines (found in this report) is not appropriate. Complaints about airlines tabulated in this report represent a more limited group, namely, those who take the extra step of contacting the U.S. Department of Transportation to complain about an airline. Airlines themselves receive thousands of complaints and inquiries directly from passengers that are not recorded in this report. Courtesy c Screening Procedures Processing Time Personal Property Number of Complaints Percentage of Flying Public c Number of Complaints Percentage of Flying Public Number of Complaints Percentage of Flying Public Number of Complaints Percentage of Flying Public 348 .0007 71 .0002 64 .0001 370 .0007 In addition, TSA also processes damage claims concerning loss or damage to passenger property. Claims allegedly resulting from an incident that occurred at a passenger screening checkpoint are handled exclusively by TSA. While in most cases TSA screeners handle checked baggage for a very small amount of time relative to the airline personnel, liability is no longer clearly exclusive to the airlines. Consequently, the data below for checked baggage claims includes claims for which TSA and/or the airlines may be liable. Number of Damage Claims Received Checkpoint (TSA) Percentage of Total Passengers Screened Checked Baggage (TSA and/or Airline) Percentage of Total Checked Bags Screened 193 .0004 612 .001 NOTES a Under Section 421(a) of Vision 100--Century of Aviation Reauthorization Act, Public Law 108-176 (December 12, 2003), 49 U.S.C. 329(e), the U.S. Department of Homeland Security, through TSA, has provided this customer service report on passenger and baggage screening complaints and incidents to the U.S. Department of Transportation. b The TSA Contact Center can be reached via e-mail, [email protected], or telephone, (866) 289-9673. Contact Center representatives are available 9AM- 7PM Monday through Friday. c The percentage is based on the number of reports divided by the number of passengers or number of bags screened by TSA in the month of December. As of October 2007, TSA calculates the number of checked bags screened. In the past, TSA used data provided by the Air Transport Association to calculate the number of checked bags screened. 49 December 2010 Airline Reports to DOT of Incidents Invol ving the Loss, Injury or Death of Animals During Ai r Transportation Section 710 of the Wendell H. Ford Aviation Investment and Reform Act for the 21 st Century (“AIR-21”; P.L. 106-81) requires U.S. airlines that perform scheduled passenger transportation to file reports with the Department concerning incidents involving the loss, injury or death of animals during air transportation. This requirement was implemented through the issuance of 14 CFR 234.13 (70 FR 7392) as supplemented by a Reporting Directive published at 70 FR 9217. An airline is required to submit a report for any month in which it experienced a loss, injury or death of a pet during air transportation. DOT publishes these reports monthly and also forwards the reports to the U.S. Department of Agriculture, which enforces the Animal Welfare Act. The copies of the reports that appear here are redacted to remove identifying information about individuals, including the owner of the pet. A statistical summary of the reports appears in the table below. To see the actual (redacted) reports filed by these airlines, click the airline’s name in the web version of the report (see http://airconsumer.ost.dot.gov/reports/index.htm). Carrier Death Injury Loss Alaska 1 American 1 Continental 1 Delta 3 1 0 Total 6 1 0 50 January-December 2010 Airline Reports to DOT of Incidents Invol ving the Loss, Injury or Death of Animals During Ai r Transportation Section 710 of the Wendell H. Ford Aviation Investment and Reform Act for the 21 st Century (“AIR-21”; P.L. 106-81) requires U.S. airlines that perform scheduled passenger transportation to file reports with the Department concerning incidents involving the loss, injury or death of animals during air transportation. This requirement was implemented through the issuance of 14 CFR 234.13 (70 FR 7392) as supplemented by a Reporting Directive published at 70 FR 9217. An airline is required to submit a report for any month in which it experienced a loss, injury or death of a pet during air transportation. DOT publishes these reports monthly and also forwards the reports to the U.S. Department of Agriculture, which enforces the Animal Welfare Act. The copies of the reports that appear here are redacted to remove identifying information about individuals, including the owner of the pet. A statistical summary of the reports appears in the table below. To see the actual (redacted) reports filed by these airlines, click the airline’s name in the web version of the report (see http://airconsumer.ost.dot.gov/reports/index.htm). Carrier Death Injury Loss Alaska 4 4 1 American 6 0 1 American Eagle 1 0 0 Atlantic Southeast 0 0 1 Continental 6 1 0 Delta 16 6 1 Frontier 0 1 0 Hawaiian 2 0 0 SkyWest 0 1 0 United 4 0 1 Total 39 13 5