Aviation Consumer Protection - US Department of Transportation

1

U.S. Department of Transportation

Air Travel Consumer Report A Product Of The

OFFICE OF AVIATION ENFORCEMENT AND PROCEEDINGS Aviation Consumer Protection Division Issued: June 2018

1

Flight Delays1

April 2018

Mishandled Baggage1

April 2018

Oversales1

1st. Quarter

Consumer Complaints2 (Includes Disability and Discrimination Complaints)

April 2018

Airline Animal Incident Reports4

April 2018

Customer Service Reports to the Dept. of Homeland Security3

April 2018

Data collected by the Bureau of Transportation Statistics. Website: http://www.bts.gov Data compiled by the Aviation Consumer Protection Division. Website: http://www.transportation.gov/airconsumer Data provided by the Department of Homeland Security, Transportation Security Administration 4 Data collected by the Aviation Consumer Protection Division 2 3

2018

2 TABLE OF CONTENTS Section

19

Section Page Flight Delays (continued) Table 8 List of Regularly Scheduled Domestic Flights with Tarmac Delays Over 3 Hours, By Marketing/Operating Carrier Table 8A List of Regularly Scheduled International Flights with Tarmac Delays Over 4 Hours, By Carrier Appendix Mishandled Baggage Explanation Ranking Oversales Explanation Ranking — (Quarterly) Ranking— (Year-to-Date) Consumer Complaints Explanation Complaint Tables 1-5 Summary, Complaint Categories, U.S. Airlines, Incident Date and Companies Other Than U.S. Airlines Table 6 List of U.S. Marketing Carriers (Non-Ranked, in Alphabetic Order). Table 6A Rankings, U.S. Operating Airlines

21

Civil Rights Complaints by Air Travelers, Other than Disability

48

Complaint Categories

49

Airline Reports to DOT of Incidents Involving the Loss, Injury, .... Or Death of Animals during Air Transportation

50

Customer Service Reports to the Department of Homeland Security

51

Page Introduction 3 Flight Delays Explanation Branded Codeshare Partners Table 1 Overall Percentage of Reported Flight Operations Arriving On Time, by Marketing Carrier Table 1A Overall Percentage of Reported Flight Operations Arriving On Time, by Operating Carrier Table 1B Overall Percentage of Reported Flight Operations Arriving On Time, by Marketing Carrier, Rank By Month, and Year-to-Date (YTD) Table 2 Number of Reported Flight Arrivals and Percentage Arriving On Time, by Marketing Carrier and Airport Table 2A Number of Reported Flight Arrivals and Percentage Arriving On Time, by Operating Carrier and Airport Table 3 Percentage of All Carriers' Reported Flight Operations Arriving On Time, by Airport and Time of Day Table 4 Percentage of All Carriers' Reported Flight Operations Departing On Time, by Airport and Time of Day Table 5 On-Time Arrival and Departure Percentage, by Airport Table 6 Overall Number and Percentage of Flight Cancellations, by Marketing Carrier Table 6A Overall Number and Percentage of Flight Cancellations, by Marketing Carrier Table 7 Causes of the Delay by Marketing Carrier Table 7A Causes of the Delay by Operating Carrier Table 7B Causes of the Delay by Operating Carrier, chart.

4 5 6

7

8

9

13

17

31

32

33 34 35 36 37 38 39 40

46

47

26

27

28 29 30

3

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 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 second week of each month. The report is available via the Internet at: http://www.transportation.gov/airconsumer

4

FLIGHT DELAYS This section provides information about airline on-time performance, flight delays, and cancellations. It is based on data filed by airlines each month with the Department of Transportation’s Bureau of Transportation Statistics (Office of Airline Information), as described in 14 CFR Part 234 of DOT’s regulations. It covers nonstop operated and marketed scheduled-service flights between points within the United States (including territories) by the eighteen (18) U.S. air carriers that have at least 0.5 percent of total domestic scheduled-service passenger revenues. The reportable airports with respect to which data must be submitted to the Department are those large, medium, small, or non-hub airports as defined in 49 U.S.C. 47102. Airports can be accessed through the FAA at: https://www.faa.gov/airports/planning_capacity/passenger_allcargo_stats/categories/. This report includes 30 largest U.S. airports, except Table 5, which lists more than 200 airports in alphabetical order with the corresponding on-time arrival and departure percentages. A flight is counted as "on time" if it operated less than 15 minutes after the scheduled time shown in the carriers' Computerized Reservations Systems (CRS). All tables in this report except Table 4 are based on gate arrival times; Table 4 is based on gate departure times. In fulfilling DOT’s data reporting requirements, the reporting air carriers use automated and/or manual systems for collecting flight data. Those using an automated system rely on the Aircraft Communication Addressing and Reporting System (ACARS) or the Docking Guidance System (DGS). Based on the latest information available to DOT, of the 18 reporting air carriers, 16 carriers (Alaska, Delta, Endeavor, Envoy, ExpressJet, Frontier, JetBlue, Mesa, PSA, Republic, Hawaiian, SkyWest, Spirit, Southwest, United and Virgin America) use ACARS, one carrier (American) uses a combination of ACARS and DGS, and one carrier (Allegiant) uses manual system. As indicated above, a carrier may voluntarily file data for its entire domestic system. Tables 2, 2A, 3, and 4 are limited to the 30 largest airports; Tables 5, 6, 6A, 7 and 7A contain data on flights to/from all airports that were reported. Tables 1 through 4 display percentages of flight operations that were on time. Tables 1, 1A, 1B, 2 and 2A present data by marketing or operating carrier; airlines are ranked by performance in Tables 1/1A and are listed in alphabetical order in Table 2/2A (see Appendix for codes). Table 1B shows marketing carrier rankings by month and Year-to-Date (YTD) on the percentage of flight operations that arrived on time. Tables 3 and 4 contain information by airport and time of day time of day that a flight operated in 24-hour clock format. All times are local. A 10:50 departure from Atlanta is 10:50 Atlanta time; if that flight arrived in Dallas at 23:45, that is 11:45 pm Dallas time. Table 5 lists more than 200 airports in alphabetical order with the corresponding on-time arrival and departure percentages. Tables 6 and 6A display the number of operations, number of flight cancellations, and percentage of cancellations by air carrier marketing and operating flights at all airports and for the air carriers’ domestic system. Table 9 displays airline flight delay causation data by categories, and Table 10 provides an overall graphic representation of that data. Table 8 lists the regularly scheduled flights with tarmac delays of more than 3 hours and Table 8A lists the regularly scheduled international flights with tarmac delays of more than 4 hours. Except for the flights listed in Tables 8 and 8A this report provides summary information - it does not show the on-time record of individual flights. The on-time performance for individual markets and flights can be searched at https://www.transtats.bts.gov/ONTIME/ Airline Service Quality Performance data from the most recent six months is available for free download as a CD product from the BTS Bookstore at https://apps.bts.gov/pdc/user/products/src/category.xml?pdc_start=1&pdc_end=15&pdc_page=1&c=1&pdc_sort=2+DESC,+4+DESC . CDs for earlier months can be purchased by sending an email to: [email protected] Additional summary data for airports and airlines can be found at BTS’ Flight Delays at-a-Glance at: http://www.transtats.bts.gov/HomeDrillChart.asp Cause of delay data for airports and airlines can be found at: http://www.transtats.bts.gov/OT_Delay/OT_DelayCause1.asp Information on the performance of specific flights is displayed on the CRS used by most airlines and travel agencies. Each of the reporting carriers' flights have a one-digit code between 0 and 9 representing that flight's percentage of on-time operations for the latest reported month. For example, "8" means that flight arrived on time (within 15 minutes) between 80% and 89.9% of the time during the latest reported month.

5 AIR TRAVEL CONSUMER REPORT BRANDED CODESHARE PARTNERS APRIL 2018

Based on the latest data available to DOT, for the period covered by this Air Travel Consumer Report, American Airlines, Alaska Airlines, Delta Air Lines, Hawaiian Airlines and United Airlines were holding out flights operated by their branded codeshare partner airlines. Flight Delay and Consumer Complaints sections of this report contain information on these marketing carriers’ networks, which consist of flights operated by carriers as identified below: American Airlines Branded Codeshare Partners

Alaska Airlines Branded Codeshare Partners

Delta Air Lines Branded Codeshare Partners Delta Air Lines

Hawaiian Airlines Branded Codeshare Partners Hawaiian Airlines

United Airlines Branded Codeshare Partners United Airlines

American Airlines Compass Airlines

Alaska Airlines Horizon Air

Compass Airlines

Empire Airlines

Air Wisconsin Airlines

Envoy Air

Peninsula Airways

Endeavor Air

Cape Air

ExpressJet Airlines

SkyWest Airlines

ExpressJet Airlines

Commutair

Mesa Airlines

GoJet Airlines

ExpressJet Airlines

Piedmont Airlines

Republic Airline

GoJet

PSA Airlines

SkyWest Airlines

Mesa Airlines

Republic Airline

Republic Airline

SkyWest Airlines

SkyWest Airlines

Trans States Airlines

Trans States Airlines

6 AIR TRAVEL CONSUMER REPORT TABLE 1. OVERALL PERCENTAGE OF REPORTED FLIGHT OPERATIONS ARRIVING ON TIME BY MARKETING CARRIER* APRIL 2018

AT ALL US AIRPORTS

NUMBER OF AIRPORTS REPORTED

PERCENT OF ON TIME ARRIVALS

RANK

HAWAIIAN AIRLINES NETWORK - HAWAIIAN AIRLINES - BRANDED CODESHARE PARTNERS ALASKA AIRLINES NETWORK - ALASKA AIRLINES - BRANDED CODESHARE PARTNERS DELTA AIR LINES NETWORK - DELTA AIR LINES - BRANDED CODESHARE PARTNERS AMERICAN AIRLINES NETWORK - AMERICAN AIRLINES - BRANDED CODESHARE PARTNERS UNITED AIRLINES NETWORK - UNITED AIRLINES - BRANDED CODESHARE PARTNERS SPIRIT AIRLINES ALLEGIANT AIR SOUTHWEST AIRLINES FRONTIER AIRLINES JETBLUE AIRWAYS

20 17 4 96 70 52 220 147 198 228 98 212 226 101 212 41 118 86 70 64

86.2 87.7 72.3 84.3 83.4 85.7 83.3 86.4 79.6 82.7 83.9 81.6 82.6 83.9 81.7 81.8 78.8 77.7 76.4 67.6

1

TOTAL

354

81.3

CARRIER*

For simplicity, statistics are displayed to one decimal place. Actual ranking order is calculated to nine decimal places. * All U.S. airlines with at least 0.5 percent of total domestic scheduled-service passenger revenues.

2

3

4

5

6 7 8 9 10

7 AIR TRAVEL CONSUMER REPORT TABLE 1A. OVERALL PERCENTAGE OF REPORTED FLIGHT OPERATIONS ARRIVING ON TIME BY REPORTING CARRIER* APRIL 2018

AT ALL US AIRPORTS


PERCENT OF ON TIME ARRIVALS

RANK

HAWAIIAN AIRLINES DELTA AIR LINES MESA AIRLINES AMERICAN AIRLINES UNITED AIRLINES ALASKA AIRLINES SKYWEST AIRLINES SPIRIT AIRLINES ENVOY AIR EXPRESSJET AIRLINES REPUBLIC AIRLINE PSA AIRLINES ALLEGIANT AIR ENDEAVOR AIR SOUTHWEST AIRLINES FRONTIER AIRLINES JETBLUE AIRWAYS

17 147 100 98 101 70 227 41 132 118 82 96 118 104 86 70 64

87.7 86.4 85.1 83.9 83.9 83.4 83.0 81.8 81.1 80.9 80.3 79.4 78.8 78.1 77.7 76.4 67.6

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17

TOTAL

339

81.3

CARRIER*


8 AIR TRAVEL CONSUMER REPORT TABLE 1B. OVERALL PERCENTAGE OF REPORTED FLIGHT OPERATIONS ARRIVING ON-TIME BY MARKETING CARRIER RANK BY MONTH, AND YEAR TO DATE APRIL 2018

Jan 2018

Feb 2018

Mar 2018

Apr 2018

Year-to-date (YTD)

CARRIER*

ALASKA AIRLINES NETWORK - ALASKA AIRLINES - BRANDED CODESHARE PARTNERS ALLEGIANT AIR AMERICAN AIRLINES NETWORK - AMERICAN AIRLINES - BRANDED CODESHARE PARTNERS DELTA AIR LINES NETWORK - DELTA AIR LINES - BRANDED CODESHARE PARTNERS FRONTIER AIRLINES HAWAIIAN AIRLINES NETWORK - HAWAIIAN AIRLINES - BRANDED CODESHARE PARTNERS JETBLUE AIRWAYS SOUTHWEST AIRLINES SPIRIT AIRLINES UNITED AIRLINES NETWORK - UNITED AIRLINES - BRANDED CODESHARE PARTNERS VIRGIN AMERICA TOTAL

%

Rank

%

Rank

%

Rank

%

Rank

87.7 88.9 86.3 78.6 77.6 82.5 73.6 80.4 84.3 75.9 74.9 88.3 88.3 88.2 65.8 81.8 82.9 78.6 84.7 74.7 82.5

2

85.3 85.3 85.3 78.3 76.7 80.8 73.2 83.3 87.9 78.0 73.8 78.1 80.3 62.2 74.6 77.1 81.9 78.1 84.7 74.0 81.7

1

86.7 86.8 86.6 78.5 81.1 82.3 80.1 82.6 87.0 77.5 78.4 84.2 85.3 74.7 64.2 78.9 85.1 81.9 83.9 80.6 69.9

1

84.3 83.4 85.7 78.8 82.7 83.9 81.6 83.3 86.4 79.6 76.4 86.2 87.7 72.3 67.6 77.7 81.8 82.6 83.9 81.7 N/A

2

7 9

6

10 1

11 5 3 8

4

79.4

5 9

2

11 7

10 8 3 6

4

78.9


**Effective April 2018, data of the merged operations of Alaska Airlines and Virgin America are combined.

80.7

8 6

4

9 3

11 7 2 5

10

81.3

7 4

3

9 1

10 8 6 5

N/A

85.9 85.8 86.0 78.5 79.6 82.4 77.3 82.4 86.4 77.8 75.9 84.4 85.5 74.8 67.9 78.9 83.0 80.4 84.3 77.9 N/A 80.2

1

8 6

4

9 2

10 7 3 5

N/A

9 AIR TRAVEL CONSUMER REPORT TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON TIME BY MARKETING CARRIER AND AIRPORT (30 LARGEST AIRPORTS) APRIL 2018

ARRIVAL AIRPORT*

ATL

BOS

BWI

CLT

DCA

DEN

DFW

DTW

CARRIER ALASKA AIRLINES NETWORK - ALASKA AIRLINES - BRANDED CODESHARE PARTNERS ALLEGIANT AIR AMERICAN AIRLINES NETWORK - AMERICAN AIRLINES - BRANDED CODESHARE PARTNERS DELTA AIR LINES NETWORK - DELTA AIR LINES - BRANDED CODESHARE PARTNERS FRONTIER AIRLINES HAWAIIAN AIRLINES NETWORK - HAWAIIAN AIRLINES - BRANDED CODESHARE PARTNERS JETBLUE AIRWAYS SOUTHWEST AIRLINES SPIRIT AIRLINES UNITED AIRLINES NETWORK - UNITED AIRLINES - BRANDED CODESHARE PARTNERS TOTAL

# OF ARR 60 60 0 0 1359 930 429 25766 20637 5129 293 0 0 0 292 3509 668 842 405 437

% ON TIME 98.3 98.3 0.0 0.0 83.2 83.8 82.1 88.4 89.5 83.8 76.8 0.0 0.0 0.0 61.3 82.4 82.3 82.8 81.7 83.8

# OF ARR 258 258 0 0 2645 2408 237 2694 1511 1183 0 0 0 0 4417 1046 499 1227 1137 90

% ON TIME 84.5 84.5 0.0 0.0 77.4 79.2 59.1 76.6 79.3 73.1 0.0 0.0 0.0 0.0 66.9 75.8 78.6 79.6 79.2 85.6

# OF ARR 116 116 0 30 666 465 201 803 617 186 0 0 0 0 248 6202 692 403 277 126

% ON TIME 84.5 84.5 0.0 86.7 84.4 85.8 81.1 86.3 88.5 79.0 0.0 0.0 0.0 0.0 64.1 83.9 83.2 86.4 89.5 79.4

# OF ARR 0 0 0 0 18246 8183 10063 945 453 492 122 0 0 0 116 238 0 563 43 520

% ON TIME 0.0 0.0 0.0 0.0 86.0 87.9 84.5 83.8 89.8 78.3 75.4 0.0 0.0 0.0 71.6 58.0 0.0 84.2 81.4 84.4

# OF ARR 236 150 86 0 7113 2057 5056 1506 772 734 90 0 0 0 886 1248 0 1079 369 710

% ON TIME 73.7 81.3 60.5 0.0 82.6 85.9 81.2 81.7 88.1 74.9 76.7 0.0 0.0 0.0 69.2 76.9 0.0 84.2 84.8 83.8

# OF ARR 193 193 0 9 823 823 0 1105 1018 87 1799 0 0 0 86 5636 290 11288 4930 6358

% ON TIME 85.0 85.0 0.0 77.8 82.5 82.5 0.0 86.8 86.7 87.4 78.2 0.0 0.0 0.0 69.8 80.2 86.9 88.0 89.9 86.6

# OF ARR 120 120 0 0 19484 11360 8124 1239 558 681 50 0 0 0 51 0 735 993 540 453

% ON TIME 90.0 90.0 0.0 0.0 84.6 85.0 84.1 82.0 86.9 78.0 76.0 0.0 0.0 0.0 72.5 0.0 77.1 83.2 82.0 84.5

# OF ARR 90 90 0 0 1069 525 544 11167 4675 6492 80 0 0 0 111 594 879 712 179 533

% ON TIME 93.3 93.3 0.0 0.0 79.0 82.9 75.4 86.1 88.4 84.5 76.3 0.0 0.0 0.0 60.4 77.4 84.1 81.7 79.3 82.6

32,789

86.9

12,786

73.9

9,160

83.7

20,230

85.4

12,158

80.8

21,229

84.7

22,672

84.2

14,702

84.7

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

10

AIR TRAVEL CONSUMER REPORT TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON TIME BY MARKETING CARRIER AND AIRPORT (30 LARGEST AIRPORTS) APRIL 2018

ARRIVAL AIRPORT*

EWR

FLL

HNL

IAD

IAH

JFK

LAS

LAX

CARRIER ALASKA AIRLINES NETWORK - ALASKA AIRLINES - BRANDED CODESHARE PARTNERS ALLEGIANT AIR AMERICAN AIRLINES NETWORK - AMERICAN AIRLINES - BRANDED CODESHARE PARTNERS DELTA AIR LINES NETWORK - DELTA AIR LINES - BRANDED CODESHARE PARTNERS FRONTIER AIRLINES HAWAIIAN AIRLINES NETWORK - HAWAIIAN AIRLINES - BRANDED CODESHARE PARTNERS JETBLUE AIRWAYS SOUTHWEST AIRLINES SPIRIT AIRLINES UNITED AIRLINES NETWORK - UNITED AIRLINES - BRANDED CODESHARE PARTNERS

# OF ARR 398 398 0 39 690 606 84 830 492 338 0 0 0 0 817 573 270 10000 5057 4943

% ON TIME 69.6 69.6 0.0 87.2 66.1 65.0 73.8 63.1 66.9 57.7 0.0 0.0 0.0 0.0 49.3 63.0 67.4 66.5 71.5 61.4

# OF ARR 155 155 0 258 523 523 0 1006 976 30 0 0 0 0 2218 2133 1464 682 682 0

% ON TIME 78.1 78.1 0.0 72.5 82.2 82.2 0.0 85.7 86.4 63.3 0.0 0.0 0.0 0.0 66.7 82.6 82.2 80.1 80.1 0.0

# OF ARR 239 239 0 0 216 216 0 254 254 0 0 3165 2818 347 0 0 0 433 433 0

% ON TIME 76.2 76.2 0.0 0.0 85.6 85.6 0.0 77.2 77.2 0.0 0.0 85.0 86.8 69.7 0.0 0.0 0.0 84.3 84.3 0.0

# OF ARR 132 132 0 0 470 244 226 504 219 285 113 0 0 0 167 197 0 6060 1965 4095

% ON TIME 89.4 89.4 0.0 0.0 83.6 82.8 84.5 82.7 86.8 79.6 73.5 0.0 0.0 0.0 53.9 86.3 0.0 84.9 88.8 83.0

# OF ARR 52 52 0 0 997 609 388 775 253 522 56 0 0 0 0 0 538 11833 4868 6965

% ON TIME 86.5 86.5 0.0 0.0 80.6 77.7 85.3 79.4 84.6 76.8 75.0 0.0 0.0 0.0 0.0 0.0 82.0 87.1 86.9 87.2

# OF ARR 407 407 0 0 2119 1390 729 4737 2534 2203 0 30 30 0 3553 0 0 0 0 0

% ON TIME 84.5 84.5 0.0 0.0 75.9 81.9 64.5 79.9 83.6 75.6 0.0 76.7 76.7 0.0 71.8 0.0 0.0 0.0 0.0 0.0

# OF ARR 666 666 0 749 1215 1215 0 1578 1109 469 545 77 77 0 396 6248 1097 1188 1176 12

% ON TIME 82.4 82.4 0.0 79.6 82.5 82.5 0.0 86.8 87.6 84.9 75.4 85.7 85.7 0.0 77.8 78.1 83.8 84.8 84.9 75.0

# OF ARR 2110 1850 260 97 5403 3298 2105 4237 2985 1252 97 180 180 0 529 3575 681 3931 2438 1493

% ON TIME 79.1 78.9 80.8 70.1 86.4 85.6 87.6 74.7 76.5 70.3 78.4 72.8 72.8 0.0 78.3 66.2 82.4 82.8 84.4 80.0

TOTAL

13,617

65.3

8,439

78.1

4,307

84.0

7,643

83.9

14,251

86.0

10,846

76.6

13,759

80.7

20,840

78.6



ARRIVAL AIRPORT*

LGA

MCO

MDW

MIA

MSP

ORD

PDX

PHL

CARRIER ALASKA AIRLINES NETWORK - ALASKA AIRLINES - BRANDED CODESHARE PARTNERS ALLEGIANT AIR AMERICAN AIRLINES NETWORK - AMERICAN AIRLINES - BRANDED CODESHARE PARTNERS DELTA AIR LINES NETWORK - DELTA AIR LINES - BRANDED CODESHARE PARTNERS FRONTIER AIRLINES HAWAIIAN AIRLINES NETWORK - HAWAIIAN AIRLINES - BRANDED CODESHARE PARTNERS JETBLUE AIRWAYS SOUTHWEST AIRLINES SPIRIT AIRLINES UNITED AIRLINES NETWORK - UNITED AIRLINES - BRANDED CODESHARE PARTNERS

# OF ARR 107 0 107 0 4400 1836 2564 6904 2073 4831 90 0 0 0 506 911 329 1160 740 420

% ON TIME 76.6 0.0 76.6 0.0 73.8 78.9 70.0 72.0 79.6 68.7 75.6 0.0 0.0 0.0 65.2 67.3 72.3 75.2 75.4 74.8

# OF ARR 172 172 0 0 1510 1510 0 1602 1598 4 771 0 0 0 1691 3852 1051 1123 1123 0

% ON TIME 89.0 89.0 0.0 0.0 82.8 82.8 0.0 84.3 84.3 75.0 76.4 0.0 0.0 0.0 66.2 80.1 79.0 84.1 84.1 0.0

# OF ARR 0 0 0 0 0

% ON TIME 0.0 0.0 0.0 0.0 0.0

450 150 300 0 0 0 0 0 6980 0 0 0 0

TOTAL

14,407

72.3

11,772

79.2

7,430


85.1 96.0 79.7 0.0 0.0 0.0 0.0 0.0 79.9 0.0 0.0 0.0 0.0

# OF ARR 0 0 0 0 5973 4277 1696 796 796 0 140 0 0 0 0 0 0 461 454 7

% ON TIME 0.0 0.0 0.0 0.0 83.1 82.5 84.7 83.8 83.8 0.0 78.6 0.0 0.0 0.0 0.0 0.0 0.0 81.3 81.7 57.1

# OF ARR 177 56 121 0 881 531 350 10537 5262 5275 148 0 0 0 0 683 352 717 260 457

% ON TIME 81.4 78.6 82.6 0.0 76.7 78.9 73.4 80.6 83.7 77.6 72.3 0.0 0.0 0.0 0.0 72.0 79.8 78.1 79.2 77.5

# OF ARR 231 231 0 0 12298 4941 7357 1476 696 780 204 0 0 0 171 0 814 15959 5932 10027

% ON TIME 87.9 87.9 0.0 0.0 83.9 87.1 81.8 79.9 87.8 72.8 77.9 0.0 0.0 0.0 54.4 0.0 83.9 84.2 87.7 82.2

# OF ARR 3812 1657 2155 0 385 297 88 780 498 282 61 60 60 0 90 1209 74 556 556 0

% ON TIME 89.2 89.1 89.3 0.0 82.1 78.5 94.3 81.3 83.3 77.7 57.4 65.0 65.0 0.0 77.8 76.7 86.5 82.0 82.0 0.0

# OF ARR 90 90 0 0 9803 3870 5933 757 509 248 426 0 0 0 223 724 262 500 320 180

% ON TIME 85.6 85.6 0.0 0.0 79.3 82.5 77.2 82.8 84.3 79.8 75.4 0.0 0.0 0.0 58.7 79.1 78.6 83.4 83.8 82.8

80.3

7,370

83.0

13,495

79.7

31,153

83.7

7,027

84.5

12,785

79.2


ARRIVAL AIRPORT*

PHX

SAN

SEA

SFO

SLC

TPA

CARRIER ALASKA AIRLINES NETWORK - ALASKA AIRLINES - BRANDED CODESHARE PARTNERS ALLEGIANT AIR AMERICAN AIRLINES NETWORK - AMERICAN AIRLINES - BRANDED CODESHARE PARTNERS DELTA AIR LINES NETWORK - DELTA AIR LINES - BRANDED CODESHARE PARTNERS FRONTIER AIRLINES HAWAIIAN AIRLINES NETWORK - HAWAIIAN AIRLINES - BRANDED CODESHARE PARTNERS JETBLUE AIRWAYS SOUTHWEST AIRLINES SPIRIT AIRLINES UNITED AIRLINES NETWORK - UNITED AIRLINES - BRANDED CODESHARE PARTNERS TOTAL

# OF ARR 286 286 0 0 7498 4730 2768 955 713 242 179 30 30 0 60 5285 52 793 676 117

% ON TIME 87.8 87.8 0.0 0.0 88.5 87.3 90.6 83.5 86.4 74.8 68.7 76.7 76.7 0.0 71.7 78.5 86.5 87.3 87.3 87.2

# OF ARR 1273 695 578 26 915 735 180 928 640 288 123 30 30 0 172 3170 186 1001 859 142

% ON TIME 85.2 82.4 88.4 80.8 83.6 82.4 88.3 85.5 87.7 80.6 74.0 73.3 73.3 0.0 77.3 79.0 85.5 87.4 87.2 88.7

# OF ARR 8449 5315 3134 0 740 598 142 3477 1958 1519 86 60 60 0 160 1010 189 853 793 60

% ON TIME 82.5 83.8 80.4 0.0 76.1 72.2 92.3 79.8 79.3 80.4 69.8 66.7 66.7 0.0 77.5 72.9 74.6 80.8 80.6 83.3

# OF ARR 2533 2307 226 0 1410 1072 338 1339 1150 189 65 60 60 0 524 1435 0 7568 4988 2580

% ON TIME 73.9 73.1 81.9 0.0 80.1 79.0 83.7 76.0 76.7 71.4 64.6 86.7 86.7 0.0 76.1 63.1 0.0 81.8 83.4 78.7

# OF ARR 309 159 150 0 536 361 175 6996 3635 3361 130 0 0 0 240 896 0 630 147 483

% ON TIME 85.1 83.0 87.3 0.0 79.7 76.7 85.7 88.4 87.6 89.2 70.8 0.0 0.0 0.0 70.4 75.9 0.0 84.4 87.8 83.4

# OF ARR 30 30 0 0 984 984 0 1062 1036 26 222 0 0 0 420 2645 453 633 633 0

% ON TIME 90.0 90.0 0.0 0.0 80.2 80.2 0.0 82.8 83.2 65.4 77.5 0.0 0.0 0.0 64.0 78.5 80.4 82.6 82.6 0.0

15,138

84.3

7,824

82.4

15,024

80.5

14,934

77.7

9,737

85.7

6,449

79.1


13 AIR TRAVEL CONSUMER REPORT TABLE 2A. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON TIME BY REPORTING CARRIER AND AIRPORT (30 LARGEST AIRPORTS) APRIL 2018

ARRIVAL AIRPORT*

ATL

BOS

BWI

CLT

DCA

DEN

DFW

DTW

CARRIER ALASKA AIRLINES ALLEGIANT AIR AMERICAN AIRLINES DELTA AIR LINES ENDEAVOR AIR ENVOY AIR EXPRESSJET AIRLINES FRONTIER AIRLINES HAWAIIAN AIRLINES JETBLUE AIRWAYS MESA AIRLINES PSA AIRLINES REPUBLIC AIRLINE SKYWEST AIRLINES SOUTHWEST AIRLINES SPIRIT AIRLINES UNITED AIRLINES TOTAL

# OF ARR 60 0 930 20637 2494 27 791 293 0 292 178 109 385 1932 3509 668 405

% ON TIME 98.3 0.0 83.8 89.5 84.6 96.3 83.6 76.8 0.0 61.3 83.7 72.5 84.2 82.9 82.4 82.3 81.7

# OF ARR 258 0 2408 1511 567 171 146 0 0 4417 6 0 478 4 1046 499 1137

% ON TIME 84.5 0.0 79.2 79.3 75.0 56.7 79.5 0.0 0.0 66.9 83.3 0.0 74.1 100.0 75.8 78.6 79.2

# OF ARR 116 30 465 617 158 114 100 0 0 248 0 1 26 56 6202 692 277

% ON TIME 84.5 86.7 85.8 88.5 79.1 83.3 80.0 0.0 0.0 64.1 0.0 100.0 76.9 82.1 83.9 83.2 89.5

# OF ARR 0 0 8183 453 304 324 251 122 0 116 159 8275 703 267 238 0 43

% ON TIME 0.0 0.0 87.9 89.8 78.3 77.2 86.5 75.4 0.0 71.6 81.8 84.3 87.6 83.5 58.0 0.0 81.4

# OF ARR 150 0 2057 772 159 108 289 90 0 886 63 1938 2608 140 1248 0 369

% ON TIME 81.3 0.0 85.9 88.1 75.5 91.7 78.9 76.7 0.0 69.2 90.5 76.4 85.0 68.6 76.9 0.0 84.8

# OF ARR 193 9 823 1018 4 0 0 1799 0 86 0 0 316 3838 5636 290 4930

% ON TIME 85.0 77.8 82.5 86.7 50.0 0.0 0.0 78.2 0.0 69.8 0.0 0.0 84.8 87.3 80.2 86.9 89.9

# OF ARR 120 0 11360 558 218 4736 723 50 0 51 2722 0 305 438 0 735 540

% ON TIME 90.0 0.0 85.0 86.9 79.8 83.8 88.8 76.0 0.0 72.5 83.0 0.0 75.1 85.6 0.0 77.1 82.0

# OF ARR 90 0 525 4675 1772 56 212 80 0 111 176 123 600 3307 594 879 179

% ON TIME 93.3 0.0 82.9 88.4 85.0 58.9 77.4 76.3 0.0 60.4 82.4 75.6 82.7 83.1 77.4 84.1 79.3

32,710

86.9

12,648

74.0

9,102

83.8

19,438

85.4

10,877

81.1

18,942

84.6

22,556

84.2

13,379

84.5



ARRIVAL AIRPORT*

EWR

FLL

HNL

IAD

IAH

JFK

LAS

LAX


# OF ARR 398 39 606 492 137 56 1638 0 0 817 0 0 2018 123 573 270 5057

% ON TIME 69.6 87.2 65.0 66.9 56.2 64.3 60.3 0.0 0.0 49.3 0.0 0.0 66.1 65.9 63.0 67.4 71.5

# OF ARR 155 258 523 976 0 0 0 0 0 2218 0 0 0 30 2133 1464 682

% ON TIME 78.1 72.5 82.2 86.4 0.0 0.0 0.0 0.0 0.0 66.7 0.0 0.0 0.0 63.3 82.6 82.2 80.1

# OF ARR 239 0 216 254 0 0 0 0 2818 0 0 0 0 0 0 0 433

% ON TIME 76.2 0.0 85.6 77.2 0.0 0.0 0.0 0.0 86.8 0.0 0.0 0.0 0.0 0.0 0.0 0.0 84.3

# OF ARR 132 0 244 219 93 0 0 113 0 167 1830 226 0 150 197 0 1965

% ON TIME 89.4 0.0 82.8 86.8 82.8 0.0 0.0 73.5 0.0 53.9 84.2 84.5 0.0 80.7 86.3 0.0 88.8

# OF ARR 52 0 609 253 112 115 3189 56 0 0 2349 0 1440 477 0 538 4868

% ON TIME 86.5 0.0 77.7 84.6 77.7 87.8 86.8 75.0 0.0 0.0 87.9 0.0 85.1 82.4 0.0 82.0 86.9

# OF ARR 407 0 1390 2534 2091 513 0 0 30 3553 0 34 177 0 0 0 0

% ON TIME 84.5 0.0 81.9 83.6 75.1 64.3 0.0 0.0 76.7 71.8 0.0 58.8 82.5 0.0 0.0 0.0 0.0

# OF ARR 666 749 1215 1109 0 0 0 545 77 396 0 0 0 329 6248 1097 1176

% ON TIME 82.4 79.6 82.5 87.6 0.0 0.0 0.0 75.4 85.7 77.8 0.0 0.0 0.0 84.5 78.1 83.8 84.9

# OF ARR 1850 97 3298 2985 0 0 0 97 180 529 0 0 0 2550 3575 681 2438

% ON TIME 78.9 70.1 85.6 76.5 0.0 0.0 0.0 78.4 72.8 78.3 0.0 0.0 0.0 81.1 66.2 82.4 84.4

12,224

66.3

8,439

78.1

3,960

85.2

5,336

84.8

14,058

86.0

10,729

76.8

13,607

80.7

18,280

78.3



ARRIVAL AIRPORT*

LGA

MCO

MDW

MIA

MSP

ORD

PDX

PHL


# OF ARR 0 0 1836 2073 2276 1066 887 90 0 506 116 184 3008 352 911 329 740

% ON TIME 0.0 0.0 78.9 79.6 69.6 65.3 68.4 75.6 0.0 65.2 67.2 67.9 71.6 69.9 67.3 72.3 75.4

# OF ARR 172 0 1510 1598 3 0 0 771 0 1691 0 0 0 0 3852 1051 1123

% ON TIME 89.0 0.0 82.8 84.3 100.0 0.0 0.0 76.4 0.0 66.2 0.0 0.0 0.0 0.0 80.1 79.0 84.1

# OF ARR 0 0 0 150 0 0 4 0 0 0 0 0 0 218 6980 0 0

% ON TIME 0.0 0.0 0.0 96.0 0.0 0.0 25.0 0.0 0.0 0.0 0.0 0.0 0.0 77.1 79.9 0.0 0.0

# OF ARR 0 0 4277 796 0 771 0 140 0 0 6 0 926 0 0 0 454

% ON TIME 0.0 0.0 82.5 83.8 0.0 82.1 0.0 78.6 0.0 0.0 50.0 0.0 86.9 0.0 0.0 0.0 81.7

# OF ARR 56 0 531 5262 770 77 149 148 0 0 180 2 407 4247 683 352 260

% ON TIME 78.6 0.0 78.9 83.7 76.2 70.1 67.8 72.3 0.0 0.0 82.8 0.0 74.7 78.0 72.0 79.8 79.2

# OF ARR 231 0 4941 696 267 4344 705 204 0 171 0 170 1570 6391 0 814 5932

% ON TIME 87.9 0.0 87.1 87.8 77.9 82.7 83.4 77.9 0.0 54.4 0.0 75.3 83.8 81.9 0.0 83.9 87.7

# OF ARR 1657 0 297 498 0 0 0 61 60 90 2 0 0 477 1209 74 556

% ON TIME 89.1 0.0 78.5 83.3 0.0 0.0 0.0 57.4 65.0 77.8 100.0 0.0 0.0 87.4 76.7 86.5 82.0

# OF ARR 90 0 3870 509 146 240 0 426 0 223 173 1123 1655 105 724 262 320

% ON TIME 85.6 0.0 82.5 84.3 82.2 69.2 0.0 75.4 0.0 58.7 82.7 72.0 83.6 77.1 79.1 78.6 83.8

14,374

72.3

11,771

79.2

7,352

80.2

7,370

83.0

13,124

79.7

26,436

84.4

4,981

83.0

9,866

80.1



ARRIVAL AIRPORT*

PHX

SAN

SEA

SFO

SLC

TPA


# OF ARR 286 0 4730 713 0 0 0 179 30 60 1821 0 0 1064 5285 52 676

% ON TIME 87.8 0.0 87.3 86.4 0.0 0.0 0.0 68.7 76.7 71.7 89.1 0.0 0.0 92.8 78.5 86.5 87.3

# OF ARR 695 26 735 640 0 0 0 123 30 172 0 0 0 767 3170 186 859

% ON TIME 82.4 80.8 82.4 87.7 0.0 0.0 0.0 74.0 73.3 77.3 0.0 0.0 0.0 88.9 79.0 85.5 87.2

# OF ARR 5315 0 598 1958 0 0 0 86 60 160 0 0 0 966 1010 189 793

% ON TIME 83.8 0.0 72.2 79.3 0.0 0.0 0.0 69.8 66.7 77.5 0.0 0.0 0.0 76.8 72.9 74.6 80.6

# OF ARR 2307 0 1072 1150 0 0 0 65 60 524 0 0 0 2778 1435 0 4988

% ON TIME 73.1 0.0 79.0 76.7 0.0 0.0 0.0 64.6 86.7 76.1 0.0 0.0 0.0 78.2 63.1 0.0 83.4

# OF ARR 159 0 361 3635 0 0 3 130 0 240 65 0 1 3599 896 0 147

% ON TIME 83.0 0.0 76.7 87.6 0.0 0.0 33.3 70.8 0.0 70.4 89.2 0.0 100.0 88.8 75.9 0.0 87.8

# OF ARR 30 0 984 1036 0 0 0 222 0 420 0 0 0 2 2645 453 633

% ON TIME 90.0 0.0 80.2 83.2 0.0 0.0 0.0 77.5 0.0 64.0 0.0 0.0 0.0 50.0 78.5 80.4 82.6

14,896

84.4

7,403

82.4

11,135

80.1

14,379

77.5

9,236

85.7

6,425

79.1


17 AIR TRAVEL CONSUMER REPORT TABLE 3. PERCENTAGE OF ALL CARRIERS' REPORTED FLIGHT OPERATIONS ARRIVING ON TIME BY AIRPORT AND TIME OF DAY (30 LARGEST AIRPORTS) APRIL 2018

ARRIVAL AIRPORT*

SCHEDULED ARRIVAL TIME 0600-0659 0700-0759 0800-0859 0900-0959 1000-1059 1100-1159 1200-1259 1300-1359 1400-1459 1500-1559 1600-1659 1700-1759 1800-1859 1900-1959 2000-2059 2100-2159 2200-2259 2300-0559

ATL

BOS

BWI

CLT

DCA

DEN

DFW

DTW

EWR

FLL

HNL

IAD

IAH

JFK

LAS

LAX

92.6 95.1 89.6 90.4 91.6 91.3 89.8 87.7 87.1 87.9 88.3 81.8 84.6 81.4 81.8 81.6 79.0 76.6

82.0 86.2 87.5 88.8 88.7 85.5 83.2 81.6 74.9 75.3 70.9 66.3 59.7 59.2 58.1 60.6 68.4 74.9

89.5 91.3 96.1 92.3 93.3 91.3 88.9 87.0 88.3 88.0 83.4 78.4 75.1 72.6 76.4 76.5 76.2 76.3

91.4 89.2 90.1 82.1 88.3 93.0 89.6 86.5 91.3 84.9 78.6 82.1 81.9 76.1 79.4 81.5 89.2 81.0

83.5 88.9 84.4 87.9 86.1 85.1 83.4 83.7 84.9 81.6 78.6 72.4 74.2 79.6 79.3 79.1 73.6 73.2

90.0 92.2 92.6 92.6 89.1 86.5 87.9 87.5 85.7 81.0 83.9 79.5 83.6 79.4 72.3 76.6 74.9 77.5

90.1 89.6 89.9 86.9 88.0 89.5 89.2 87.3 83.6 82.6 79.9 78.8 75.5 79.6 77.1 81.2 76.5 86.3

88.5 90.2 91.4 90.6 87.8 87.4 88.7 87.3 83.9 85.0 85.7 81.3 80.0 81.6 80.7 79.3 76.5 78.1

87.2 84.8 83.8 87.0 85.3 86.5 85.0 78.2 62.0 60.3 55.7 52.3 51.7 45.1 45.6 48.2 59.2 74.9

89.1 84.4 92.7 88.9 84.8 84.3 82.7 83.4 84.6 80.2 73.4 74.8 66.2 72.4 61.4 68.2 69.3 74.3

100.0 97.6 95.4 92.0 87.5 77.3 85.7 79.7 82.5 86.5 85.7 84.5 88.4 87.6 84.6 84.7 91.3 85.2

85.5 88.7 96.0 86.7 94.2 86.8 69.7 83.3 88.0 85.1 82.5 83.9 74.8 88.2 80.3 83.9 80.7 87.7

95.2 89.5 86.5 85.6 85.1 91.0 88.4 86.9 86.1 88.7 86.1 81.7 85.6 85.1 83.5 79.1 82.3 83.9

81.6 80.2 80.8 82.1 83.2 83.8 83.7 80.5 78.8 78.2 77.5 77.3 67.1 75.1 67.5 69.6 65.7 79.3

91.8 90.4 90.6 91.5 86.4 86.2 81.8 83.6 80.1 81.9 80.8 78.1 75.2 75.0 75.7 73.0 71.8 73.6

92.1 89.9 80.7 81.8 78.9 81.9 78.5 80.1 79.7 81.3 76.6 77.9 77.5 74.8 73.1 68.8 72.7 76.7

TOTAL

86.9

74.0

83.8

85.4

81.1

84.6

84.2

84.5

66.3

78.1

85.2

84.8

86.0

76.8

80.7

78.3


18 AIR TRAVEL CONSUMER REPORT TABLE 3. PERCENTAGE OF ALL CARRIERS' REPORTED FLIGHT OPERATIONS ARRIVING ON TIME BY AIRPORT AND TIME OF DAY (30 LARGEST AIRPORTS) APRIL 2018

ARRIVAL AIRPORT*

SCHEDULED ARRIVAL TIME 0600-0659 0700-0759 0800-0859 0900-0959 1000-1059 1100-1159 1200-1259 1300-1359 1400-1459 1500-1559 1600-1659 1700-1759 1800-1859 1900-1959 2000-2059 2100-2159 2200-2259 2300-0559

LGA

MCO

MDW

MIA

MSP

ORD

PDX

PHL

PHX

SAN

SEA

SFO

SLC

TPA

TOTAL

78.3 80.3 81.7 79.9 78.7 75.7 75.8 75.5 73.3 71.8 71.1 68.9 65.2 65.6 62.5 63.3 72.0 73.4

82.6 90.2 92.1 90.1 85.5 84.7 80.5 84.3 82.3 80.4 76.0 79.0 78.6 75.8 68.5 68.7 69.9 74.5

91.4 92.0 89.8 89.4 86.7 86.8 91.8 79.0 84.0 84.9 71.5 81.4 71.4 68.8 68.1 72.9 66.7 71.1

86.7 91.4 90.6 91.7 85.5 88.1 86.2 85.1 86.4 84.2 77.6 80.4 75.7 73.5 75.5 77.1 76.3 79.2

86.1 84.9 81.6 83.8 84.4 84.3 83.7 83.4 80.1 77.2 79.9 73.3 72.8 75.6 76.6 72.5 70.1 79.1

85.8 88.3 86.8 83.7 87.2 86.9 85.3 87.7 83.7 83.1 84.8 83.3 79.0 79.2 81.8 83.2 84.2 88.0

90.0 96.2 96.3 92.2 81.3 84.6 88.3 83.3 85.2 82.2 82.4 77.1 84.0 81.1 80.7 77.9 81.4 76.3

87.8 85.2 92.7 84.2 90.5 84.2 84.5 84.6 80.1 78.6 77.8 74.0 71.6 74.0 74.3 71.9 78.1 81.7

91.1 92.9 91.4 91.1 88.6 90.4 87.4 85.9 84.2 83.5 81.6 82.8 75.4 77.2 78.6 77.7 74.3 78.7

91.3 90.9 93.5 91.6 87.5 87.5 81.6 84.7 75.7 85.0 76.8 77.7 76.4 76.7 76.0 76.8 76.8 87.1

91.9 91.1 85.5 87.9 77.9 76.8 72.4 78.0 83.4 88.3 78.4 82.9 81.8 75.9 76.7 74.9 78.8 81.2

90.8 94.1 90.2 78.9 74.3 77.4 77.9 78.7 79.8 74.4 74.6 81.2 80.5 76.3 70.5 70.8 70.3 74.7

96.7 94.7 96.0 85.7 91.0 88.8 82.5 87.8 82.1 89.4 86.6 76.3 75.4 85.2 76.5 85.4 72.3 72.3

82.1 90.5 90.8 89.3 84.5 82.6 83.6 84.8 79.1 81.0 82.4 72.1 74.0 77.5 74.0 71.0 74.8 72.3

89.2 89.5 88.5 87.5 85.9 86.1 84.5 84.5 82.0 81.9 79.4 77.8 76.1 76.5 74.6 74.9 73.4 77.9

TOTAL

72.3

79.2

80.2

83.0

79.7

84.4

83.0

80.1

84.4

82.4

80.1

77.5

85.7

79.1

81.5


19 AIR TRAVEL CONSUMER REPORT TABLE 4. PERCENTAGE OF ALL CARRIERS' REPORTED FLIGHT OPERATIONS DEPARTING ON TIME BY AIRPORT AND TIME OF DAY (30 LARGEST AIRPORTS) APRIL 2018

DEPARTURE AIRPORT*

SCHEDULED DEPARTURE TIME 0600-0659 0700-0759 0800-0859 0900-0959 1000-1059 1100-1159 1200-1259 1300-1359 1400-1459 1500-1559 1600-1659 1700-1759 1800-1859 1900-1959 2000-2059 2100-2159 2200-2259 2300-0559

ATL

BOS

BWI

CLT

DCA

DEN

DFW

DTW

EWR

FLL

HNL

IAD

IAH

JFK

LAS

LAX

93.6 93.9 92.7 88.9 89.1 87.1 87.2 83.7 84.6 81.8 83.9 81.0 76.9 79.2 78.0 83.6 79.6 86.7

90.7 86.7 84.7 84.8 80.3 83.0 82.2 77.2 70.9 65.9 66.8 69.1 61.7 51.5 53.3 48.8 49.5 93.1

93.0 93.5 91.3 89.0 89.1 83.4 78.5 75.7 71.0 74.6 74.0 71.8 69.2 68.2 68.1 67.2 67.1 90.9

93.8 91.6 91.2 90.4 80.1 88.7 85.3 85.3 80.8 74.6 78.2 75.4 77.9 83.1 79.6 73.3 83.2 100.0

92.5 94.0 88.6 87.4 85.0 86.0 83.0 82.5 79.6 80.2 73.5 77.6 70.0 72.0 78.6 77.8 83.3 94.1

93.2 93.0 92.0 87.9 85.6 86.7 79.5 79.3 80.9 80.9 69.1 82.2 73.7 83.1 80.9 63.2 74.8 85.6

91.8 92.4 92.4 90.4 87.3 84.5 86.5 82.5 82.2 76.2 83.5 78.5 75.2 72.1 79.5 82.2 82.5 93.3

92.4 91.8 90.7 89.6 86.9 86.2 87.9 83.8 86.7 82.5 83.3 80.0 72.3 78.9 83.6 86.3 82.1 96.3

92.9 90.9 84.8 82.0 87.3 83.3 80.7 74.9 77.3 67.9 67.1 63.7 65.4 56.6 57.1 56.1 40.3 95.4

94.8 93.1 89.7 87.4 79.8 79.0 75.5 72.2 73.6 72.5 74.4 69.2 65.3 62.3 72.1 54.7 63.7 86.1

97.7 97.1 97.2 96.1 90.8 93.8 84.9 86.4 83.0 83.8 93.3 91.5 94.7 93.8 90.2 88.0 89.2 98.9

92.5 86.8 92.5 93.0 90.8 89.9 86.9 86.4 75.0 89.4 76.0 82.4 83.0 79.6 75.9 42.9 88.6 97.0

90.9 92.3 90.4 90.8 92.6 90.9 91.7 78.7 89.1 80.9 88.2 81.9 83.8 86.8 87.4 88.9 87.0 92.9

90.9 90.9 85.4 84.5 80.8 86.8 81.9 80.0 76.4 76.2 77.3 77.0 73.8 73.0 73.9 68.7 58.4 68.6

94.8 88.3 88.8 85.0 87.4 82.5 76.8 77.3 76.9 72.9 71.3 68.6 72.1 67.3 66.5 66.2 69.1 85.9

93.0 90.2 88.0 82.3 78.7 77.0 78.5 74.2 80.5 76.7 77.0 78.2 77.9 78.6 68.8 76.9 71.2 85.2

TOTAL

84.8

74.9

79.1

83.7

82.4

83.0

84.0

85.4

74.5

76.0

90.7

86.7

88.9

79.4

78.8

80.3


20 AIR TRAVEL CONSUMER REPORT TABLE 4. PERCENTAGE OF ALL CARRIERS' REPORTED FLIGHT OPERATIONS DEPARTING ON TIME BY AIRPORT AND TIME OF DAY (30 LARGEST AIRPORTS) APRIL 2018

DEPARTURE AIRPORT*

SCHEDULED DEPARTURE TIME 0600-0659 0700-0759 0800-0859 0900-0959 1000-1059 1100-1159 1200-1259 1300-1359 1400-1459 1500-1559 1600-1659 1700-1759 1800-1859 1900-1959 2000-2059 2100-2159 2200-2259 2300-0559

LGA

MCO

MDW

MIA

MSP

ORD

PDX

PHL

PHX

SAN

SEA

SFO

SLC

TPA

TOTAL

89.1 88.8 85.8 83.0 81.2 76.7 77.2 75.6 71.4 72.5 67.9 73.0 68.5 64.4 64.4 67.8 54.8 92.9

95.4 93.6 89.5 88.8 85.5 81.1 78.2 76.7 74.7 71.9 76.2 72.3 72.2 73.1 68.2 62.6 53.1 90.4

91.8 85.7 82.9 83.9 78.6 69.7 78.7 70.8 55.7 68.4 64.4 57.0 57.9 61.7 50.1 61.2 57.0 85.3

91.4 90.2 89.5 83.3 87.1 86.5 84.4 83.5 75.1 79.6 80.5 72.8 70.8 75.2 74.8 78.0 74.1 87.8

89.4 91.5 84.9 87.1 84.0 84.9 82.9 83.5 82.9 78.4 80.1 77.3 67.5 76.3 81.8 79.8 78.6 88.6

91.7 89.1 88.3 86.0 85.8 84.1 84.1 81.4 84.2 82.3 83.9 82.4 81.5 81.8 81.4 83.8 89.9 95.3

96.5 95.3 92.9 91.9 91.9 79.9 87.8 86.3 81.4 83.9 81.0 82.1 80.5 82.0 79.3 79.9 83.3 91.0

92.4 90.0 86.4 87.2 83.8 84.5 82.4 82.2 78.4 76.1 78.5 69.6 74.6 71.9 75.8 72.0 63.9 91.8

93.0 91.2 88.5 89.2 87.7 83.2 85.1 85.1 79.4 78.7 83.4 77.3 76.5 68.0 78.0 76.3 77.2 91.4

95.4 90.7 91.6 89.3 84.9 84.0 85.7 80.0 75.6 74.4 77.8 76.0 73.7 73.9 72.3 73.9 91.6 0.0

96.1 92.0 92.1 89.8 86.7 79.5 86.5 79.1 86.2 85.1 77.1 85.1 85.5 87.4 82.2 87.1 82.6 92.1

95.8 89.7 88.6 81.3 76.7 76.9 75.5 76.1 80.4 78.7 80.4 77.5 81.1 82.0 81.9 73.0 84.2 85.3

95.6 94.2 90.8 93.8 76.3 88.7 77.9 86.0 89.4 85.6 81.5 86.4 60.5 75.5 84.0 86.6 87.9 84.8

95.1 94.9 88.8 87.3 86.5 76.3 76.5 84.5 71.6 70.9 70.1 71.2 66.1 72.0 68.3 62.6 66.0 96.6

93.1 91.3 89.1 87.5 85.4 83.8 83.3 80.6 79.9 78.1 78.1 77.1 74.6 74.6 76.7 75.5 78.0 88.7

TOTAL

75.9

79.7

69.8

81.3

82.5

84.5

87.5

80.5

83.5

83.1

86.8

81.7

87.2

78.8

82.0


21 AIR TRAVEL CONSUMER REPORT TABLE 5. ONTIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT APRIL 2018

CITY (AIRPORTS)

Aberdeen, SD (ABR) Abilene, TX (ABI) Adak Island, AK (ADK) Aguadilla, PR (BQN) Akron, OH (CAK) Albany, GA (ABY) Albany, NY (ALB) Albuquerque, NM (ABQ) Alexandria, LA (AEX) Allentown/Bethlehem/Easton, PA (ABE) Alpena, MI (APN) Amarillo, TX (AMA) Anchorage, AK (ANC) Appleton, WI (ATW) Arcata/Eureka, CA (ACV) Asheville, NC (AVL) Ashland, WV (HTS) Aspen, CO (ASE) Atlanta, GA (ATL) Atlantic City, NJ (ACY) Augusta, GA (AGS) Austin, TX (AUS) Bakersfield, CA (BFL) Baltimore, MD (BWI) Bangor, ME (BGR) Barrow, AK (BRW) Baton Rouge, LA (BTR) Beaumont/Port Arthur, TX (BPT) Belleville, IL (BLV) Bellingham, WA (BLI) Bemidji, MN (BJI) Bend/Redmond, OR (RDM) Bethel, AK (BET) Billings, MT (BIL) Binghamton, NY (BGM) Birmingham, AL (BHM) Bismarck/Mandan, ND (BIS) Bloomington/Normal, IL (BMI) Boise, ID (BOI) Boston, MA (BOS) Bozeman, MT (BZN)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

78.3 82.1 100.0 64.1 75.5 90.7 82.0 78.9 85.2 84.9 82.4 78.3 85.5 78.9 88.9 80.4 75.9 87.2 86.9 79.9 76.7 82.8 86.6 83.8 75.5 93.3 88.7 83.3 76.1 87.5 80.0 83.4 92.8 84.0 90.7 80.7 82.9 84.1 83.6 74.0 80.3

91.7 84.9 100.0 70.5 81.1 89.5 86.3 81.0 87.9 83.8 82.4 84.7 93.1 82.8 83.3 85.2 59.3 89.1 84.8 85.3 78.8 82.4 93.6 79.1 77.9 95.0 89.5 90.0 67.0 92.3 83.3 89.1 95.7 89.0 88.4 85.0 87.1 86.7 89.3 74.9 85.3

60 173 8 145 629 86 1065 1965 291 365 51 434 1296 361 90 537 54 399 32710 273 472 5293 202 9102 278 60 628 60 88 232 60 283 69 318 86 1483 333 271 1580 12648 351

60 172 8 146 630 86 1064 1960 290 365 51 432 1295 361 90 535 54 403 32702 272 476 5283 202 9101 280 60 628 60 88 233 60 284 69 318 86 1484 333 270 1581 12638 354

CITY (AIRPORTS)

Brainerd, MN (BRD) Bristol/Johnson City/Kingsport, TN (TRI) Brownsville, TX (BRO) Brunswick, GA (BQK) Buffalo, NY (BUF) Burbank, CA (BUR) Burlington, VT (BTV) Butte, MT (BTM) Concord, NC (USA) Cape Girardeau, MO (CGI) Casper, WY (CPR) Cedar City, UT (CDC) Cedar Rapids/Iowa City, IA (CID) Champaign/Urbana, IL (CMI) Charleston, SC (CHS) Charleston/Dunbar, WV (CRW) Charlotte Amalie, VI (STT) Charlotte, NC (CLT) Charlottesville, VA (CHO) Chattanooga, TN (CHA) Chicago, IL (MDW) Chicago, IL (ORD) Christiansted, VI (STX) Cincinnati, OH (CVG) Clarksburg/Fairmont, WV (CKB) Cleveland, OH (CLE) Cody, WY (COD) College Station/Bryan, TX (CLL) Colorado Springs, CO (COS) Columbia, MO (COU) Columbia, SC (CAE) Columbus, GA (CSG) Columbus, MS (GTR) Columbus, OH (LCK) Columbus, OH (CMH) Cordova, AK (CDV) Corpus Christi, TX (CRP) Dallas, TX (DAL) Dallas/Fort Worth, TX (DFW) Dayton, OH (DAY) Daytona Beach, FL (DAB)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

78.4 82.7 85.5 81.4 73.4 77.2 79.3 92.9 80.0 84.6 90.3 82.4 84.7 84.5 80.9 78.9 79.9 85.4 81.6 82.9 80.2 84.4 89.9 80.8 83.1 81.1 82.2 90.1 79.8 80.3 84.0 80.2 88.4 87.0 80.1 83.3 84.6 75.2 84.2 78.5 84.8

84.3 85.2 89.1 87.2 76.7 77.9 81.0 91.1 78.8 82.4 91.9 88.2 89.3 93.3 81.9 83.1 80.9 83.7 81.6 84.2 69.8 84.5 93.9 83.3 80.0 84.5 87.8 87.7 83.2 89.0 87.3 84.5 89.5 80.5 83.8 88.3 86.5 66.3 84.0 79.4 86.7

51 318 193 86 2126 2289 792 56 80 52 62 51 740 194 1927 408 194 19438 467 685 7352 26436 99 4158 65 4036 90 213 788 228 592 116 86 123 3765 60 480 5901 22556 1202 302

51 318 192 86 2126 2285 791 56 80 51 62 51 740 194 1926 409 194 19446 468 684 7354 26435 99 4155 65 4037 90 212 787 228 592 116 86 123 3765 60 480 5901 22562 1200 301


CITY (AIRPORTS)

Deadhorse, AK (SCC) Denver, CO (DEN) Des Moines, IA (DSM) Detroit, MI (DTW) Devils Lake, ND (DVL) Dothan, AL (DHN) Dubuque, IA (DBQ) Duluth, MN (DLH) Durango, CO (DRO) Eagle, CO (EGE) Eau Claire, WI (EAU) El Paso, TX (ELP) Elko, NV (EKO) Elmira/Corning, NY (ELM) Erie, PA (ERI) Escanaba, MI (ESC) Eugene, OR (EUG) Evansville, IN (EVV) Fairbanks, AK (FAI) Fargo, ND (FAR) Fayetteville, AR (XNA) Fayetteville, NC (FAY) Flagstaff, AZ (FLG) Flint, MI (FNT) Florence, SC (FLO) Fort Lauderdale, FL (FLL) Fort Myers, FL (RSW) Fort Smith, AR (FSM) Fort Wayne, IN (FWA) Fresno, CA (FAT) Gainesville, FL (GNV) Garden City, KS (GCK) Gillette, WY (GCC) Grand Forks, ND (GFK) Grand Island, NE (GRI) Grand Junction, CO (GJT) Grand Rapids, MI (GRR) Great Falls, MT (GTF) Green Bay, WI (GRB) Greensboro/High Point, NC (GSO) Greenville, NC (PGV)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

88.9 84.6 79.7 84.5 88.5 88.8 88.4 76.6 87.8 75.4 81.7 82.4 96.4 80.0 88.4 80.4 83.0 85.8 91.2 81.0 84.3 85.1 91.2 81.1 72.6 78.1 81.5 84.9 83.6 88.8 86.1 80.0 79.5 77.4 82.4 94.2 79.2 86.7 78.8 79.5 71.0

96.3 83.0 86.1 85.4 92.3 87.1 93.0 84.4 91.6 77.9 86.7 85.7 96.4 76.7 90.8 76.5 84.9 89.1 95.9 87.0 84.6 85.7 89.5 83.2 80.2 76.0 80.3 83.7 89.1 87.8 87.1 78.3 89.7 78.7 82.4 94.2 82.5 89.6 82.1 84.1 73.7

81 18942 1256 13379 52 116 86 231 237 65 60 1413 56 30 86 51 336 386 364 506 1049 316 114 376 113 8439 3094 172 604 866 366 60 78 164 74 278 1316 135 448 1068 100

81 18949 1254 13382 52 116 86 231 237 68 60 1410 56 30 87 51 337 385 364 506 1046 315 114 376 111 8443 3104 172 604 866 365 60 78 164 74 278 1315 135 448 1066 99

CITY (AIRPORTS)

Greer, SC (GSP) Guam, TT (GUM) Gulfport/Biloxi, MS (GPT) Gunnison, CO (GUC) Hagerstown, MD (HGR) Hancock/Houghton, MI (CMX) Harlingen/San Benito, TX (HRL) Harrisburg, PA (MDT) Hartford, CT (BDL) Hattiesburg/Laurel, MS (PIB) Hayden, CO (HDN) Hays, KS (HYS) Helena, MT (HLN) Hibbing, MN (HIB) Hilo, HI (ITO) Hobbs, NM (HOB) Honolulu, HI (HNL) Houston, TX (IAH) Houston, TX (HOU) Huntsville, AL (HSV) Idaho Falls, ID (IDA) Indianapolis, IN (IND) International Falls, MN (INL) Iron Mountain/Kingsfd, MI (IMT) Islip, NY (ISP) Ithaca/Cortland, NY (ITH) Jackson, WY (JAC) Jackson/Vicksburg, MS (JAN) Jacksonville, FL (JAX) Jacksonville/Camp Lejeune, NC (OAJ) Jamestown, ND (JMS) Joplin, MO (JLN) Juneau, AK (JNU) Kahului, HI (OGG) Kalamazoo, MI (AZO) Kalispell, MT (FCA) Kansas City, MO (MCI) Ketchikan, AK (KTN) Key West, FL (EYW) Killeen, TX (GRK) Knoxville, TN (TYS)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

82.9 66.7 85.2 100.0 88.9 76.7 84.2 86.3 81.8 81.7 87.0 79.5 81.4 82.4 91.3 94.6 85.2 86.0 78.6 85.1 83.2 80.0 84.6 81.5 77.7 83.9 86.1 86.1 80.4 77.5 91.5 88.8 88.6 86.4 85.0 84.9 80.6 89.1 89.1 86.2 82.6

85.5 90.0 90.1 100.0 77.8 83.3 87.0 87.7 84.9 90.0 88.0 85.4 94.7 90.2 91.7 94.6 90.7 88.9 73.8 87.9 90.7 82.2 86.5 79.6 83.5 80.2 88.9 85.9 82.6 83.5 90.2 90.0 93.7 88.6 87.9 89.7 82.9 92.0 85.1 84.8 85.0

1032 30 357 4 9 60 284 562 2343 60 23 88 113 51 562 56 3960 14058 4732 684 214 4134 52 54 573 87 187 617 2622 284 82 80 317 2090 206 126 4623 175 512 224 1231

1031 30 355 4 9 60 284 560 2341 60 25 89 114 51 532 56 3959 14076 4732 684 214 4136 52 54 575 86 189 617 2619 284 82 80 317 2091 206 126 4622 176 511 223 1233


CITY (AIRPORTS)

Kodiak, AK (ADQ) Kona, HI (KOA) Kotzebue, AK (OTZ) La Crosse, WI (LSE) Lafayette, LA (LFT) Lake Charles, LA (LCH) Lansing, MI (LAN) Laramie, WY (LAR) Laredo, TX (LRD) Las Vegas, NV (LAS) Latrobe, PA (LBE) Lawton/Fort Sill, OK (LAW) Lewisburg, WV (LWB) Lewiston, ID (LWS) Lexington, KY (LEX) Liberal, KS (LBL) Lihue, HI (LIH) Lincoln, NE (LNK) Little Rock, AR (LIT) Long Beach, CA (LGB) Longview, TX (GGG) Los Angeles, CA (LAX) Louisville, KY (SDF) Lubbock, TX (LBB) Lynchburg, VA (LYH) Madison, WI (MSN) Mammoth Lakes, CA (MMH) Manchester, NH (MHT) Manhattan/Ft. Riley, KS (MHK) Marquette, MI (MQT) Medford, OR (MFR) Melbourne, FL (MLB) Memphis, TN (MEM) Meridian, MS (MEI) Miami, FL (MIA) Midland/Odessa, TX (MAF) Milwaukee, WI (MKE) Minneapolis, MN (MSP) Minot, ND (MOT) Mission/McAllen/Edinburg, TX (MFE) Missoula, MT (MSO)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

86.5 90.1 96.7 81.4 88.9 88.7 86.7 80.4 90.3 80.7 80.2 91.3 84.5 92.9 85.0 86.5 88.3 79.5 83.5 78.0 87.5 78.3 79.7 78.9 80.0 81.1 100.0 82.9 81.0 69.8 84.5 90.0 79.6 85.6 83.0 82.4 80.1 79.7 80.0 86.0 75.9

90.4 90.4 95.0 86.0 87.4 90.8 88.0 92.2 89.8 78.8 84.5 87.8 84.5 94.6 87.9 88.2 89.3 85.5 87.5 84.6 84.2 80.3 81.3 85.6 82.7 84.7 100.0 86.7 91.5 76.7 85.4 90.0 81.6 78.9 81.3 83.5 82.4 82.5 83.2 87.4 89.4

52 1203 60 172 398 142 309 51 207 13607 96 115 58 56 869 52 1140 117 1144 1483 56 18280 1776 493 110 1027 2 948 142 116 387 210 1882 90 7370 723 2793 13124 220 342 170

52 1234 60 172 397 142 309 51 206 13608 97 115 58 56 868 51 1140 117 1143 1484 57 18284 1774 492 110 1026 2 946 142 116 384 210 1877 90 7376 722 2798 13132 220 340 170

CITY (AIRPORTS)

Mobile, AL (MOB) Moline, IL (MLI) Monroe, LA (MLU) Monterey, CA (MRY) Montgomery, AL (MGM) Montrose/Delta, CO (MTJ) Mosinee, WI (CWA) Muskegon, MI (MKG) Myrtle Beach, SC (MYR) Nashville, TN (BNA) New Bern/Morehead/Beaufort, NC (EWN) New Haven, CT (HVN) New Orleans, LA (MSY) New York, NY (JFK) New York, NY (LGA) Newark, NJ (EWR) Newburgh/Poughkeepsie, NY (SWF) Newport News/Williamsburg, VA (PHF) Niagara Falls, NY (IAG) Nome, AK (OME) Norfolk, VA (ORF) North Bend/Coos Bay, OR (OTH) North Platte, NE (LBF) Oakland, CA (OAK) Ogden, UT (OGD) Ogdensburg, NY (OGS) Oklahoma City, OK (OKC) Omaha, NE (OMA) Ontario, CA (ONT) Orlando, FL (MCO) Owensboro, KY (OWB) Paducah, KY (PAH) Pago Pago, TT (PPG) Palm Springs, CA (PSP) Panama City, FL (ECP) Pasco/Kennewick/Richland, WA (PSC) Pellston, MI (PLN) Pensacola, FL (PNS) Peoria, IL (PIA) Petersburg, AK (PSG) Philadelphia, PA (PHL)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

82.9 84.6 85.3 86.7 82.5 81.0 84.1 76.7 85.1 81.3 87.1 60.5 80.3 76.8 72.3 66.3 79.5 80.6 83.5 88.3 80.2 56.7 84.6 77.7 100.0 70.6 81.7 82.0 81.7 79.2 22.2 90.0 62.5 85.0 85.0 79.7 82.5 86.5 81.5 91.7 80.1

84.3 85.7 86.6 89.5 82.5 83.7 87.2 81.7 84.6 79.4 88.0 69.8 79.0 79.4 75.9 74.5 76.9 81.2 81.3 88.3 82.5 76.7 94.1 76.9 100.0 70.6 87.1 86.5 84.6 79.7 33.3 96.7 62.5 85.4 87.0 83.0 82.5 87.2 84.7 95.0 80.5

562 448 232 324 366 42 283 60 989 6040 124 86 4830 10729 14374 12224 146 320 79 60 1815 30 52 4286 9 17 1834 1956 1757 11771 9 60 8 1154 439 222 80 953 466 60 9866

562 449 231 324 366 43 281 60 988 6034 125 86 4830 10730 14369 12223 147 319 80 60 1814 30 51 4286 9 17 1833 1953 1755 11779 9 60 8 1156 439 224 80 952 465 60 9861


CITY (AIRPORTS)

Phoenix, AZ (AZA) Phoenix, AZ (PHX) Pittsburgh, PA (PIT) Plattsburgh, NY (PBG) Pocatello, ID (PIH) Ponce, PR (PSE) Portland, ME (PWM) Portland, OR (PDX) Portsmouth, NH (PSM) Providence, RI (PVD) Provo, UT (PVU) Pueblo, CO (PUB) Punta Gorda, FL (PGD) Quincy, IL (UIN) Raleigh/Durham, NC (RDU) Rapid City, SD (RAP) Redding, CA (RDD) Reno, NV (RNO) Rhinelander, WI (RHI) Richmond, VA (RIC) Roanoke, VA (ROA) Rochester, MN (RST) Rochester, NY (ROC) Rock Springs, WY (RKS) Rockford, IL (RFD) Roswell, NM (ROW) Sacramento, CA (SMF) Saginaw/Bay City/Midland, MI (MBS) Salina, KS (SLN) Salt Lake City, UT (SLC) San Angelo, TX (SJT) San Antonio, TX (SAT) San Diego, CA (SAN) San Francisco, CA (SFO) San Jose, CA (SJC) San Juan, PR (SJU) San Luis Obispo, CA (SBP) Sanford, FL (SFB) Santa Ana, CA (SNA) Santa Barbara, CA (SBA) Santa Fe, NM (SAF)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

74.3 84.4 81.1 84.3 93.1 60.0 80.2 83.0 69.4 80.2 75.0 88.2 71.2 74.0 78.9 80.5 87.8 79.3 85.0 79.2 80.2 72.1 76.2 92.9 84.6 89.1 78.8 82.2 80.7 85.7 88.3 82.9 82.4 77.5 78.6 73.9 79.5 72.4 83.2 83.2 88.4

81.0 83.5 85.3 80.7 97.4 71.7 82.8 87.5 66.7 85.7 80.0 88.3 78.6 76.6 79.8 85.5 82.2 82.5 83.3 80.6 77.4 73.8 78.4 96.4 78.5 87.3 81.5 85.7 87.5 87.2 86.7 82.7 83.1 81.7 78.6 79.7 86.2 81.2 82.7 87.3 90.8

436 14896 4058 83 116 60 799 4981 36 1643 40 76 489 77 5162 318 90 1430 60 1881 252 229 1213 56 65 101 3743 253 57 9236 120 3228 7403 14379 4415 2115 390 842 3431 582 121

436 14901 4056 83 116 60 797 4981 36 1641 40 77 487 77 5162 317 90 1431 60 1882 252 229 1212 56 65 102 3734 252 56 9238 120 3227 7398 14389 4415 2119 390 840 3425 581 120

CITY (AIRPORTS)

Santa Maria, CA (SMX) Santa Rosa, CA (STS) Sarasota/Bradenton, FL (SRQ) Sault Ste. Marie, MI (CIU) Savannah, GA (SAV) Scottsbluff, NE (BFF) Scranton/Wilkes-Barre, PA (AVP) Seattle, WA (SEA) Shreveport, LA (SHV) Sioux City, IA (SUX) Sioux Falls, SD (FSD) Sitka, AK (SIT) South Bend, IN (SBN) Spokane, WA (GEG) Springfield, IL (SPI) Springfield, MO (SGF) St. Cloud, MN (STC) St. George, UT (SGU) St. Louis, MO (STL) St. Petersburg, FL (PIE) State College, PA (SCE) Staunton, VA (SHD) Stillwater, OK (SWO) Stockton, CA (SCK) Sun Valley/Hailey/Ketchum, ID (SUN) Syracuse, NY (SYR) Tallahassee, FL (TLH) Tampa, FL (TPA) Texarkana, AR (TXK) Toledo, OH (TOL) Traverse City, MI (TVC) Trenton, NJ (TTN) Tucson, AZ (TUS) Tulsa, OK (TUL) Twin Falls, ID (TWF) Tyler, TX (TYR) Valdosta, GA (VLD) Valparaiso, FL (VPS) Waco, TX (ACT) Washington, DC (IAD) Washington, DC (DCA)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

100.0 87.2 85.8 80.4 83.1 90.4 79.7 80.1 85.2 74.4 72.8 91.9 81.9 83.1 87.1 82.5 60.0 91.0 83.3 77.3 86.0 81.3 85.0 80.3 85.9 78.8 86.7 79.1 86.0 81.9 83.9 76.1 82.8 80.9 90.5 87.5 84.9 87.0 85.1 84.8 81.1

92.3 90.6 83.1 85.7 81.9 92.2 86.7 86.8 85.9 67.8 77.3 97.6 88.1 87.9 87.1 84.3 60.0 95.1 80.4 85.5 84.9 82.4 93.3 71.2 85.9 81.5 88.1 78.8 88.4 87.2 84.0 70.8 84.3 85.1 89.3 88.4 88.4 88.6 82.8 86.7 82.4

13 117 549 56 1328 52 286 11135 539 90 438 86 520 940 147 686 10 266 5494 649 86 75 60 66 64 1192 520 6425 86 188 218 226 1618 1388 116 112 86 593 134 5336 10877

13 117 550 56 1329 51 285 11133 539 90 437 85 520 941 147 687 10 266 5497 648 86 74 60 66 64 1189 520 6433 86 188 219 226 1620 1387 122 112 86 594 134 5338 10879


CITY (AIRPORTS)

Waterloo, IA (ALO) West Palm Beach/Palm Beach, FL (PBI) White Plains, NY (HPN) Wichita Falls, TX (SPS) Wichita, KS (ICT) Williston, ND (ISN) Wilmington, NC (ILM) Worcester, MA (ORH) Wrangell, AK (WRG) Yakutat, AK (YAK) Yuma, AZ (YUM)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

87.5 74.9 69.8 83.3 84.9 79.8 82.2 61.7 88.3 83.3 95.8

91.1 73.7 74.5 84.4 87.6 88.5 86.4 60.0 91.7 90.0 93.3

56 2381 821 90 839 114 596 60 60 60 119

56 2383 820 90 837 113 595 60 60 60 120

26

AIR TRAVEL CONSUMER REPORT TABLE 6. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS BY MARKETING CARRIER APRIL 2018

AT ALL US AIRPORTS CARRIER

ALLEGIANT AIR ALASKA AIRLINES NETWORK - ALASKA AIRLINES - BRANDED CODESHARE PARTNERS SPIRIT AIRLINES HAWAIIAN AIRLINES NETWORK - HAWAIIAN AIRLINES - BRANDED CODESHARE PARTNERS FRONTIER AIRLINES UNITED AIRLINES NETWORK - UNITED AIRLINES - BRANDED CODESHARE PARTNERS DELTA AIR LINES NETWORK - DELTA AIR LINES - BRANDED CODESHARE PARTNERS SOUTHWEST AIRLINES JETBLUE AIRWAYS AMERICAN AIRLINES NETWORK - AMERICAN AIRLINES - BRANDED CODESHARE PARTNERS TOTAL


FLIGHT OPERATIONS SCHEDULED

FLIGHT OPERATIONS CANCELLED

PERCENT OF OPERATIONS CANCELLED

118 96 70 52 41 20 17 4 70 226 101 212 220 147 198 86 64 228 98 212

8146 35221 21987 13234 14548 7435 6741 694 9615 124019 49937 74082 144046 79013 65033 114117 25836 166004 74384 91620

30 225 127 98 100 64 10 54 93 1215 94 1121 1500 268 1232 1220 331 2391 456 1935

0.4 0.6 0.6 0.7 0.7 0.9 0.1 7.8 1.0 1.0 0.2 1.5 1.0 0.3 1.9 1.1 1.3 1.4 0.6 2.1

354

648,987

7,169

1.1

For simplicity, statistics are displayed to one decimal place. Actual ranking order is calculated to nine decimal places. NOTE: For a complete list of flights canceled 5% or more of the time, go to https://www.transtats.bts.gov/ONTIME/5PctCancels.aspx

RANK

1 2

3 4

5 6

7

8 9 10

27 AIR TRAVEL CONSUMER REPORT TABLE 6A. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS BY REPORTING CARRIER APRIL 2018

AT ALL US AIRPORTS CARRIER

HAWAIIAN AIRLINES UNITED AIRLINES DELTA AIR LINES ALLEGIANT AIR ALASKA AIRLINES AMERICAN AIRLINES SPIRIT AIRLINES FRONTIER AIRLINES SOUTHWEST AIRLINES MESA AIRLINES JETBLUE AIRWAYS SKYWEST AIRLINES EXPRESSJET AIRLINES PSA AIRLINES ENVOY AIR REPUBLIC AIRLINE ENDEAVOR AIR TOTAL


FLIGHT OPERATIONS SCHEDULED

FLIGHT OPERATIONS CANCELLED

PERCENT OF OPERATIONS CANCELLED

RANK

17 101 147 118 70 98 41 70 86 100 64 227 118 96 132 82 104

6741 49937 79013 8146 21987 74384 14548 9615 114117 16726 25836 62861 17644 23303 24068 26219 20901

10 94 268 30 127 456 100 93 1220 214 331 830 243 454 580 660 541

0.1 0.2 0.3 0.4 0.6 0.6 0.7 1.0 1.1 1.3 1.3 1.3 1.4 1.9 2.4 2.5 2.6

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17

339

596,046

6,251

1.1

For simplicity, statistics are displayed to one decimal place. Actual ranking order is calculated to nine decimal places. NOTE: For a complete list of flights canceled 5% or more of the time, go to https://www.transtats.bts.gov/ONTIME/5PctCancels.aspx

28 TRAVEL CONSUMER REPORT TABLE 7. CAUSES OF DELAY, BY MARKETING CARRIER APRIL 2018

- BRANDED CODESHARE

DELTA NETWORK - DELTA AIR LINES - BRANDED CODESHARE

FRONTIER AIRLINES HAWAIIAN NETWORK - HAWAIIAN AIRLINES - BRANDED CODESHARE

JETBLUE AIRWAYS SOUTHWEST AIRLINES SPIRIT AIRLINES UNITED NETWORK - UNITED AIRLINES

0.41

37,661

0.21

31,245

4.81

2,651

81.29

7,169

1.10

1,344

527,588

- AMERICAN AIRLINES

39 22 17 57 813 336 477 816 325 491 17 79 71 8 105 231 3 491 192 299

76 55 21 22 376 161 215 296 138 158 9 14 8 6 91 155 30 275 97 178

648,987

AMERICAN NETWORK

3.22 3.40 2.92 6.53 4.50 4.94 4.14 4.15 4.13 4.17 6.52 6.59 6.78 4.76 9.89 6.67 0.65 3.83 3.58 4.00

0.64 0.58 0.74 0.37 1.44 0.61 2.11 1.04 0.34 1.89 0.97 0.86 0.15 7.78 1.28 1.07 0.69 0.98 0.19 1.51

TOTAL

ALLEGIANT AIR

2619 1801 818 426 8528 3854 4674 8008 4123 3885 637 37 20 17 2222 4421 2298 8465 3480 4985

1135 748 387 532 7463 3674 3789 5979 3264 2715 627 490 457 33 2556 7617 94 4752 1788 2964

225 127 98 30 2391 456 1935 1500 268 1232 93 64 10 54 331 1220 100 1215 94 1121

- BRANDED CODESHARE

- BRANDED CODESHARE

0.11 0.10 0.13 0.70 0.49 0.45 0.52 0.57 0.41 0.76 0.18 1.06 1.05 1.15 0.41 0.20 0.02 0.40 0.38 0.40

0.22 0.25 0.16 0.27 0.23 0.22 0.23 0.21 0.17 0.24 0.09 0.19 0.12 0.86 0.35 0.14 0.21 0.22 0.19 0.24

84.26 83.41 85.66 78.80 82.65 83.93 81.62 83.33 86.39 79.61 76.38 86.23 87.67 72.19 67.64 77.73 81.83 82.59 83.88 81.71

29676 18340 11336 6419 137206 62430 74776 120031 68260 51771 7344 6411 5910 501 17475 88699 11905 102422 41886 60536

- ALASKA AIRLINES

% EXTREME WEATHE R DELAY

DIVER TED

35221 21987 13234 8146 166004 74384 91620 144046 79013 65033 9615 7435 6741 694 25836 114117 14548 124019 49937 74082

ALASKA NETWORK

EXTREME WEATHER DELAY

CANCEL LED

ONTIME

CARRIER

% NATIONAL AVIATION SYSTEM DELAY

% AIR CARRIER DELAY

% DIVER TED

% ONTIME

NATIONAL AVIATION SYSTEM DELAY

AIR CARRIER DELAY

% CANCEL LED

TOTAL RECORDS

LATE ARRIVING AIRCRAF T DELAY

% LATE ARRIVING AIRCRAFT DELAY

0.05 0.08 0.01 0.11 0.02 0.03 0.02 0.01 0.01 0.01 0.00 0.04 0.04 0.00 0.06 0.05 0.01 0.01 0.00 0.02

1433 877 556 651 9188 3453 5735 7403 2626 4777 888 337 262 75 3040 11719 116 6386 2400 3986

4.07 3.99 4.20 7.99 5.53 4.64 6.26 5.14 3.32 7.35 9.24 4.53 3.89 10.81 11.77 10.27 0.80 5.15 4.81 5.38

0.03

41,161

6.34

SECU RITY DELAY

% SECU RITY DELAY

7.44 8.19 6.18 5.23 5.14 5.18 5.10 5.56 5.22 5.97 6.63 0.50 0.30 2.45 8.60 3.87 15.80 6.83 6.97 6.73

18 17 1 9 39 20 19 13 9 4 0 3 3 0 16 55 2 13 0 13

5.80

168

* Causes of Delay: · Air Carrier Delay: The cause of the cancellation or delay was due to circumstances within the airline’s control (e.g. maintenance or crew problems, etc.). · Extreme Weather Delay: Significant meteorological conditions (actual or forecasted) that, in the judgment of the carrier, delays or prevents the operation of a flight. · National Aviation System Delay: Delays and cancellations attributable to the national aviation system refer to a broad set of conditions -- non-extreme weather conditions, airport operations, heavy traffic volume, air traffic control, etc. · Security Delay: Delays caused by evacuation of terminal or concourse, re-boarding of aircraft because of security breach, 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.

29 AIR TRAVEL CONSUMER REPORT TABLE 7A. CAUSES OF DELAY, BY REPORTING CARRIER APRIL 2018


NATIONAL AVIATION SYSTEM DELAY

% NATIONAL AVIATION SYSTEM DELAY

SECURITY DELAY

% SECURITY DELAY

LATE ARRIVING AIRCRAFT DELAY

% LATE ARRIVING AIRCRAFT DELAY

0.10 0.70

1801 426

8.19 5.23

17 9

0.08 0.11

877 651

3.99 7.99

336

0.45

3854

5.18

20

0.03

3453

4.64

4.13 4.30 3.68

325 109 190

0.41 0.52 0.79

4123 1371 1506

5.22 6.56 6.26

9 1 3

0.01 0.00 0.01

2626 1598 1330

3.32 7.65 5.53

711

4.03

52

0.29

1327

7.52

0

0.00

994

5.63

627

6.52

17

0.18

637

6.63

0

0.00

888

9.24

DIVERTED

% DIVERTED

AIR CARRIER DELAY

% AIR CARRIER DELAY

EXTREME WEATHER DELAY

% EXTREME WEATHER DELAY

0.58 0.37

55 22

0.25 0.27

748 532

3.40 6.53

22 57

456

0.61

161

0.22

3674

4.94

86.39 78.10 81.06

268 541 580

0.34 2.59 2.41

138 60 62

0.17 0.29 0.26

3264 899 886

14266

80.85

243

1.38

51

0.29

7344

76.37

93

0.97

9

0.09

CANCEL LED

% CANCEL LED

83.41 78.80

127 30

62430

83.93

79013 20901 24068

68260 16322 19511

17644 9615

TOTAL RECORDS

ONTIME

% ONTIME

21987 8146

18340 6419

74384

6741

5910

87.67

10

0.15

8

0.12

457

6.78

71

1.05

20

0.30

3

0.04

262

3.89

25836 16726 23303 26219

17475 14237 18496 21066

67.64 85.12 79.37 80.35

331 214 454 660

1.28 1.28 1.95 2.52

91 38 60 56

0.35 0.23 0.26 0.21

2556 788 1244 893

9.89 4.71 5.34 3.41

105 80 130 137

0.41 0.48 0.56 0.52

2222 660 1082 1964

8.60 3.95 4.64 7.49

16 8 12 2

0.06 0.05 0.05 0.01

3040 701 1825 1441

11.77 4.19 7.83 5.50

62861

52203

83.05

830

1.32

131

0.21

2119

3.37

424

0.67

3448

5.49

8

0.01

3698

5.88

114117

88699

77.73

1220

1.07

155

0.14

7617

6.67

231

0.20

4421

3.87

55

0.05

11719

10.27

14548 49937

11905 41886

81.83 83.88

100 94

0.69 0.19

30 97

0.21 0.19

94 1788

0.65 3.58

3 192

0.02 0.38

2298 3480

15.80 6.97

2 0

0.01 0.00

116 2400

0.80 4.81

596,046

484,769

81.33

6,251

1.05

1,224

0.21

28,897

4.84

2,481

0.42

34,640

5.81

165

0.03

37,619

6.31


30

AIR TRAVEL CONSUMER REPORT TABLE 7B. OVERALL CAUSES OF DELAY BY REPORTING CARRIER APRIL 2018


31

AIR TRAVEL CONSUMER REPORT TABLE 8. LIST OF DOMESTIC FLIGHTS WITH TARMAC DELAYS OVER 3 HOURS BY MARKETING/OPERATING CARRIER APRIL 2018

MARKETING CARRIER ALASKA

OPERATING CARRIER ALASKA

FLIGHT NUMBER

ORIGIN AIRPORT

DESTINATION AIRPORT

DATE OF FLIGHT

LOCATION OF LONGEST TARMAC TIME

LENGTH OF TARMAC DELAY

349

JFK

SEA

4/2/2018

Origin Airport

3:03

Note: Tarmac delays of more than 3 hours on any domestic flight based on reports from all carriers operating domestic flights within the U.S. (Part 234 and 244). * See Appendix at end of this section for list of airport codes.

32

AIR TRAVEL CONSUMER REPORT TABLE 8A. LIST OF INTERNATIONAL FLIGHTS WITH TARMAC DELAYS OVER 4 HOURS BY MARKETING/OPERATING CARRIER APRIL 2018

OPERATING CARRIER

FLIGHT NUMBER

ORIGIN AIRPORT

DESTINATION AIRPORT

DATE OF FLIGHT

LOCATION OF LONGEST TARMAC TIME

LENGTH OF TARMAC DELAY

NONE 184 EWR LHR from or arrival in the U.S., based on reports from all U.S. and foreign carriers operating Note: Tarmac delays of more than 4 hours on any international flight at its U.S. airport departure 2/17/2018 international flights to and from the U.S. (Part 244). Origin Airport 246 * See Appendix at end of this section for list of airport codes

33

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 operation records with incorrect calculations, erroneous city-pairs, or missing data elements were rejected and excluded from the data base; such rejected records accounted for less than 0.01% of the flight operations records submitted. Any errors in the data base with respect to basic flight data -- non-computed data elements such as flight numbers, scheduled and actual arrival/departure times, days of operation -- are the responsibility of the reporting carrier. 30 Largest U.S. Airports

Atlanta: Hartsfield-Jackson Balt/Wash: Thurgood Marshall Boston: Logan International Charlotte: Douglas Chicago: Midway Chicago: O'Hare Dallas-Fort Worth: International Denver: International Detroit: Metro Wayne County Ft. Lauderdale: International Honolulu: Daniel K Inouye Int’l Houston: George Bush Las Vegas: McCarran International Los Angeles: International Miami: International Minneapolis-St. Paul: International Newark: Liberty International New York: JFK International New York: LaGuardia Orlando: International Philadelphia: International Phoenix: Sky Harbor International Portland: International Salt Lake City: International San Diego: Lindbergh Field San Francisco: International Seattle-Tacoma: International Tampa: Tampa International Washington: Dulles Washington: Reagan National

Air Carriers Required to Report Data to DOT and to CRS Vendors*

ATL BWI BOS CLT MDW ORD DFW DEN DTW FLL HNL IAH LAS LAX MIA MSP EWR JFK LGA MCO PHL PHX PDX SLC SAN SFO SEA TPA IAD DCA

AS G4 AA DL 9E MQ EV F9 HA B6 YV OH YX OO WN NK UA VX

Alaska Airlines Allegiant Air American Airlines Delta Air Lines Endeavor Air Envoy Air ExpressJet Airlines Frontier Airlines Hawaiian Airlines JetBlue Airways Mesa Airlines PSA Airlines Republic Airline SkyWest Airlines Southwest Airlines Spirit Airlines United Airlines Virgin America**

* Based on the Bureau of Transportation Statistics’ Technical Reporting Directive #27, issued August 15, 2017, effective January 1, 2018: https://www.bts.gov/topics/airlines-andairports/number-27-technical-directive-time-reporting-effective-jan-12018 **Effective April 2018, data of the merged operations of Alaska Airlines and Virgin America are combined.

34 .

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. See 14 CFR Part 234.

35 AIR TRAVEL CONSUMER REPORT MISHANDLED BAGGAGE REPORTS FILED BY PASSENGERS OPERATING U.S. AIRLINES* APRIL 2018 APRIL 2018 RANK

AIRLINE

APRIL 2017

TOTAL BAGGAGE REPORTS

ENPLANED PASSENGERS

REPORTS PER 1000 PASSENGERS

TOTAL BAGGAGE REPORTS

ENPLANED PASSENGERS

REPORTS PER 1000 PASSENGERS

1

DELTA AIR LINES

15,231

9,975,059

1.53

30,282

9,953,754

3.04

2

SPIRIT AIRLINES

3,204

2,090,046

1.53

2,656

1,813,630

1.46

3

JETBLUE AIRWAYS

4,573

2,867,720

1.59

4,377

2,913,464

1.5

4

UNITED AIRLINES

14,418

7,269,153

1.98

14,249

6,734,304

2.12

5

ALASKA AIRLINES**

6,453

2,912,037

2.22

2,838

2,008,750

1.41

6

FRONTIER AIRLINES

3,739

1,510,781

2.47

2,881

1,248,519

2.31

7

SOUTHWEST AIRLINES

34,852

13,605,528

2.56

32,361

13,331,080

2.43

8

HAWAIIAN AIRLINES

2,335

837,744

2.79

2,068

819,181

2.52

9

AMERICAN AIRLINES

28,097

9,205,782

3.05

28,327

10,070,814

2.81

10

SKYWEST AIRLINES

9,671

2,472,549

3.91

8,446

2,783,144

3.03

11

EXPRESSJET AIRLINES

2,790

695,995

4.01

6,179

1,324,149

4.67

12

ENVOY AIR

4,912

993,029

4.95

-

-

-

130,275

54,435,423

2.39

134,664

53,000,789

2.54

TOTALS

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. **Effective April 2018, data of the merged operations of Alaska Airlines and Virgin America are combined, and appear only as Alaska Airlines in this table. Totals for the previous ranking period reflect the deletion of Virgin America’s data. (-) Airline was not a ranked carrier in 2017.

36

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 half 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 carrier operated and marketed 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 inbound international service, since the rule does not apply to these flights.

37 AIR TRAVEL CONSUMER REPORT PASSENGERS DENIED BOARDING BY MARKETING U.S. AIRLINES APRIL 2018 JANUARY - MARCH 2018

RANK

1

CARRIER

ENPLANED PASSENGERS

JANUARY - MARCH 2017 Involuntary DB's per 10,000 Passengers

CARRIER

Volun tary

Involun tary

DELTA AIR LINES NETWORK

33,890

20

39,479,338

0.01


- DELTA AIR LINES

23,777 10,113

13 7

30,868,044 8,611,294

0.00 0.01

- DELTA AIR LINES

HAWAIIAN AIRLINES NETWORK

167

2

2,732,230

0.01

- HAWAIIAN AIRLINES

160 7 844

2 0 7

2,676,265 55,965 8,927,623

0.01 0.00 0.01

51 27 24 22

31,121,628 21,314,280 9,807,348 2,045,185

0.02 0.01 0.02 0.11

- BRANDED CODESHARE PARTNERS

2

DENIED BOARDINGS (DB'S)


3

JETBLUE AIRWAYS

4

UNITED AIRLINES NETWORK

DENIED BOARDINGS (DB'S) Volun tary


HAWAIIAN AIRLINES NETWORK - HAWAIIAN AIRLINES - BRANDED CODESHARE PARTNERS

JETBLUE AIRWAYS

Involuntary DB's per 10,000 Passengers

-

-

-

-

34,388 -

354 -

29,863,259 -

0.12 -

-

-

-

-

113 553

55 1,415

2,649,691 8,770,054

0.21 1.61

15,917 908

900 51

20,559,648 1,803,849

0.44 0.28

-

-

-

-

5

VIRGIN AMERICA

16,973 8,214 8,759 89

6

AMERICAN AIRLINES NETWORK

27,421

716

44,034,138

0.16

- AMERICAN AIRLINES

15,658

483

31,525,870

0.15

- AMERICAN AIRLINES

10,870

2,301

30,582,875

0.75



16,205

2,537

35,246,083

0.72

- UNITED AIRLINES - BRANDED CODESHARE PARTNERS

7 8

ALLEGIANT AIR SOUTHWEST AIRLINES

11,763 0 4,325

233 58 669

12,508,268 3,306,693 37,042,370

0.19 0.18 0.18

9

ALASKA AIRLINES NETWORK

1,683

263

8,048,100

0.33

- ALASKA AIRLINES

1,206 477 949 5,477

120 143 188 874

5,844,254 2,203,846 4,416,868 6,180,877

0.21 0.65 0.43 1.41

91,818

2,870

187,335,050

0.15


10 11

FRONTIER AIRLINES SPIRIT AIRLINES TOTAL


Involun tary

ENPLANED PASSENGE RS

- UNITED AIRLINES - BRANDED CODESHARE PARTNERS

VIRGIN AMERICA AMERICAN AIRLINES NETWORK

ALLEGIANT AIR SOUTHWEST AIRLINES ALASKA AIRLINES NETWORK - ALASKA AIRLINES - BRANDED CODESHARE PARTNERS

FRONTIER AIRLINES SPIRIT AIRLINES TOTAL

-

-

-

-

1,981 312 2,141

206 167 451

5,595,050 3,582,185 5,274,512

0.37 0.47 0.86

N/A

N/A

N/A

N/A

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 0.5 percent of total domestic scheduled-service passenger revenues, as determined by DOT's Bureau of Transportation Statistics.

(-) Airline was not a ranked carrier in 2017

38

AIR TRAVEL CONSUMER REPORT PASSENGERS DENIED BOARDING BY OPERATING U.S. AIRLINES* APRIL 2018 JANUARY - MARCH 2018 RANK

AIRLINE


ENPLANED PASSENGERS

Voluntary

Involuntary

23,777

13

30,868,044

160

2

2,676,265

JANUARY - MARCH 2017 Involuntary DB's per 10,000 Passengers


ENPLANED PASSENGERS

Involuntary DB's per 10,000 Passengers

Voluntary

Involuntary

0.00

34,388

354

29,863,259

0.12

0.01

113

55

2,649,691

0.21

1

DELTA AIR LINES

2

HAWAIIAN AIRLINES

3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18

JETBLUE AIRWAYS EXPRESSJET AIRLINES UNITED AIRLINES ENDEAVOR AIR PSA AIRLINES REPUBLIC AIRLINE VIRGIN AMERICA SKYWEST AIRLINES AMERICAN AIRLINES MESA AIRLINES ALLEGIANT AIR SOUTHWEST AIRLINES ENVOY AIR ALASKA AIRLINES FRONTIER AIRLINES SPIRIT AIRLINES

844 2,230 8,214 3,117 2,416 2,613 89 7,816 15,658 2,413 0 4,325 3,839 1,206 949 5,477

7 3 27 4 22 32 22 88 483 47 58 669 59 120 188 874

8,927,623 2,411,261 21,314,280 2,709,157 3,210,770 4,050,777 2,045,185 8,060,076 31,525,870 2,864,946 3,306,693 37,042,370 2,943,408 5,844,254 4,416,868 6,180,877

0.01 0.01 0.01 0.01 0.07 0.08 0.11 0.11 0.15 0.16 0.18 0.18 0.20 0.21 0.43 1.41

553 7,354 15,917 908 11,543 10,870 16,205 1,981 312 2,141

1,415 507 900 51 622 2,301 2,537 206 167 451

8,770,054 4,137,528 20,559,648 1,803,849 7,201,623 30,582,875 35,246,083 5,595,050 3,582,185 5,274,512

1.61 1.23 0.44 0.28 0.86 0.75 0.72 0.37 0.47 0.86

TOTALS

85,143

2,718

180,398,724

0.15

102,285

9,566

155,266,357

0.62

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 0.5 percent of total domestic scheduled-service passenger revenues, as determined by DOT's Bureau of Transportation Statistics. (-) Airline was not a ranked carrier in 2017.

39

CONSUMER COMPLAINTS This section summarizes aviation consumer complaints filed with the Department via internet, in writing or by telephone. 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 6A (Table 5A in YTD reports) ranks the largest U.S. operating airlines (those that each account for 0.5 percent of total domestic scheduled-service passenger revenues according to the rate of complaints per 100,000 passengers. The system-wide enplanements (domestic and international scheduled and charter revenue passenger counts) are derived from the Form 41 Schedule T-100 traffic reports that carriers, under certification, are required to submit to BTS within 30 days following the end of each reporting month (14 CFR Part 241). System wide enplanements used for the complaint ranking ratios exclude military charters and non-revenue passengers.

40 AIR TRAVEL CONSUMER REPORT

TABLE 1 CONSUMER COMPLAINTS SUMMARY

APRIL 2018 COMPLAINTS

OPINIONS

COMPLIMENTS

APRIL 2017 INFO REQUESTS

COMPLAINTS

OPINIONS

COMPLIMENTS

INFO REQUESTS

U.S. AIRLINES

691

37

1

140

1,429

465

3

160

FOREIGN AIRLINES

414

7

0

67

448

5

1

56

TRAVEL AGENTS

43

2

0

18

20

0

0

8

TOUR OPERATORS

1

1

0

0

0

0

0

0

MISCELLANEOUS

20

23

0

87

11

17

0

11

1,169

70

1

312

1,908

487

4

235

INDUSTRY TOTALS

41 AIR TRAVEL CONSUMER REPORT TABLE 2 COMPLAINT CATEGORIES*

APRIL 2018 COMPLAINT CATEGORY FLIGHT PROBLEMS

RANKING

COMPLAINTS**

1

APRIL 2017

SUB-CATEGORY

325

RANKING 1

COMPLAINTS**

SUB-CATEGORY

753

CANCELLATION

146

347

DELAY

89

249

MISCONNECTION

51

100

BAGGAGE

2

197

2

241

RESERVATIONS/TICKETING/BOARDING

3

160

3

234

CUSTOMER SERVICE

4

130

4

218

FARES

5

109

5

138

REFUNDS

6

100

6

114

DISABILITY

7

73

8

66

OVERSALES

8

33

7

88

OTHER

9

32

9

36

FREQUENT FLYER

14

14

DISCRIMINATION

10

6

10

12

ADVERTISING

11

4

11

8

ANIMALS

12

0

12

0

COMPLAINT TOTAL

* A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS ATTACHED. ** INCLUDES FIGURES FOR SUB-CATEGORIES.

1,169

1,908

42 AIR TRAVEL CONSUMER REPORT TABLE 3 COMPLAINTS AGAINST U.S. AIRLINES BY COMPLAINT CATEGORIES* APRIL 2018 U.S. AIRLINES** ALPHABETICAL ALASKA AIRLINES*** ALLEGIANT AIR AMERICAN AIRLINES DELTA AIR LINES ENVOY AIR FRONTIER AIRLINES HAWAIIAN AIRLINES JETBLUE AIRWAYS MESA AIRLINES PSA AIRLINES REPUBLIC AIRLINE SKYWEST AIRLINES SOUTHWEST AIRLINES SPIRIT AIRLINES SUN COUNTRY AIRLINES UNITED AIRLINES Other U.S. Airlines

FLIGHT OVER- RES/TKT/ FARES REFUNDS BAGGAGE PROBLEMS SALES BOARDING

CUSTOMER SERVICE

DISADVERTABILITY ISING

DISCRIMINATION

ANIMALS OTHER TOTAL

2 10 34 15 4 15 2 6 5 3 5 11 20 19 35 24 16

0 0 3 6 0 2 0 1 0 0 0 0 1 6 0 4 0

5 3 16 9 2 9 1 5 0 0 0 0 8 16 1 8 3

0 4 14 2 1 2 3 0 0 0 0 0 3 11 0 17 0

0 2 14 2 0 4 0 1 0 0 0 0 2 1 1 4 3

4 4 20 9 1 4 0 8 0 0 0 0 10 7 0 19 5

0 1 17 10 2 5 1 4 0 2 1 5 6 7 0 14 7

1 3 12 14 0 6 3 5 0 0 0 0 8 3 0 7 0

0 0 2 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0 1 2 0 0 0 0 1 0 0 0 0 0 0 0 0 1

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

2 0 2 2 1 1 1 0 0 0 0 0 5 1 0 6 2

14 28 136 69 11 48 11 31 5 5 6 16 63 71 37 103 37

TOTAL APRIL 2018 % of TOTAL COMPLAINTS

226 32.7

23 3.3

86 12.4

57 8.2

34 4.9

91 13.2

82 11.9

62 9.0

2 0.3

5 0.7

0 0

23 3.3

691

TOTAL APRIL 2017 % of TOTAL COMPLAINTS

676 47.3

66 4.6

150 10.5

86 6.0

51 3.6

130 9.1

176 12.3

51 3.6

7 0.5

9 0.6

0 0

27 1.9

1,429

* A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS THIS SECTION. ** AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED FIVE (5) OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE INCLUDED UNDER 'OTHER U.S. AIRLINES.' ***Effective April 2018, data of the merged operations of Alaska Airlines and Virgin America are combined, and appear only as Alaska Airlines in this table.

43 AIR TRAVEL CONSUMER REPORT TABLE 4 COMPLAINTS AGAINST U.S. AIRLINES BY INCIDENT DATE*

U.S. AIRLINES ALPHABETICAL ALASKA AIRLINES** ALLEGIANT AIR AMERICAN AIRLINES DELTA AIR LINES ENVOY AIR FRONTIER AIRLINES HAWAIIAN AIRLINES JETBLUE AIRWAYS MESA AIRLINES PSA AIRLINES REPUBLIC AIRLINE SKYWEST AIRLINES SOUTHWEST AIRLINES SPIRIT AIRLINES SUN COUNTRY AIRLINES UNITED AIRLINES Other U.S. Airlines Totals Previous Year's Totals

PERCENT

INCIDENTS IN MAR

PERCENT

6 16 63 22 5 31 3 16 2 5 5 9 32 42 36 42 18

42.9 57.1 46.3 31.9 45.5 64.6 27.3 51.6 40.0 100.0 83.3 56.3 50.8 59.2 97.3 40.8 48.6

4 3 34 16 5 6 3 3 2 0 1 4 13 13 0 24 10

28.6 10.7 25.0 23.2 45.5 12.5 27.3 9.7 40.0 0.0 16.7 25.0 20.6 18.3 0.0 23.3 27.0

INCIDENTS IN ALL PRIOR MONTHS 3 6 26 22 1 6 2 8 1 0 0 2 13 9 1 24 8

353 857

51.1 60.0

141 236

20.4 16.5

132 251

COMPS RECD IN APR

INCIDENTS IN APR

14 28 136 69 11 48 11 31 5 5 6 16 63 71 37 103 37 691 1,429

21.4 21.4 19.1 31.9 9.1 12.5 18.2 25.8 20.0 0.0 0.0 12.5 20.6 12.7 2.7 23.3 21.6

UNKNOWN INCIDENT DATE 1 3 13 9 0 5 3 4 0 0 0 1 5 7 0 13 1

19.1 17.6

65 85

PERCENT

PERCENT

7.1 10.7 9.6 13.0 0.0 10.4 27.3 12.9 0.0 0.0 0.0 6.3 7.9 9.9 0.0 12.6 2.7 9.4 5.9

* AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED FIVE (5) OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE INCLUDED UNDER 'OTHER U.S. AIRLINES.' **Effective April 2018, data of the merged operations of Alaska Airlines and Virgin America are combined, and appear only as Alaska Airlines in this table

44 AIR TRAVEL CONSUMER REPORT TABLE 5 COMPANIES OTHER THAN U.S. AIRLINES* BY COMPLAINT CATEGORY** /APRIL 2018

FOREIGN AIRLINES AER LINGUS AEROFLOT AEROMEXICO AIR CANADA AIR CHINA AIR FRANCE AIR INDIA ALITALIA AIRLINES AVIANCA BRITISH AIRWAYS CATHAY PACIFIC AIRWAYS CHINA EASTERN AIRLINES COPA EL AL ISRAEL EMIRATES AIRLINES ETHIOPIAN AIRLINES ETIHAD AIRWAYS IBERIA AIRLINES ICELANDAIR INTERJET LATAM LUFTHANSA NORWEGIAN AIR SHUTTLE SOUTH AFRICAN AIRWAYS SWISS AIR TAME TURKISH AIRLINES VOLARIS AIRLINES WOW AIR OTHER FOREIGN AIRLINES TOTALS TRAVEL AGENTS EXPEDIA.COM JUSTFLY.COM OTHER TRAVEL AGENTS TOTALS TOUR OPERATORS OTHER TOUR OPERATORS TOTALS

FLIGHT PROBLEMS

OVERSALES

RES/TKT/ BOARDING

FARES

REFUNDS

BAGGAGE

CUSTOMER SERVICE

DISABILITY

ADVERTISING

DISCRIMINATION

ANIMALS

OTHER

0 1 2 6 1 14 0 0 3 2 0 3 1 0 2 2 0 2 2 2 2 2 4 0 3 3 1 2 10 22 92

0 0 0 1 0 0 0 0 0 0 0 0 0 1 0 0 0 1 0 0 1 0 1 0 0 0 0 0 1 4 10

2 1 4 1 0 4 0 1 1 0 1 0 2 1 3 4 2 2 0 0 2 7 1 2 0 0 4 2 2 16 65

1 0 3 1 0 1 1 0 1 2 0 0 1 0 1 0 1 0 0 0 0 3 0 2 1 0 1 2 3 12 37

0 1 0 2 0 2 1 0 7 2 1 0 1 1 1 1 0 0 0 1 2 1 0 1 2 0 3 3 5 15 53

3 3 0 2 4 11 1 3 2 4 0 2 1 2 2 4 3 4 2 2 4 4 4 2 1 1 3 1 3 22 100

1 1 1 2 0 1 2 0 1 2 1 0 2 1 2 1 0 1 2 1 0 1 2 1 1 0 2 0 2 11 42

0 0 0 0 0 0 0 1 0 0 1 0 0 1 0 0 0 0 0 1 0 0 1 0 0 1 1 0 0 4 11

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 1 0 0 1 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 3

7 7 10 16 5 33 5 6 15 12 5 5 8 7 11 12 6 10 6 7 11 18 14 8 8 5 15 10 26 106 414

1 0 1 2

0 0 0 0

1 4 3 8

2 4 8 14

2 3 7 12

0 0 0 0

0 0 4 4

0 0 0 0

0 2 0 2

0 0 0 0

0 0 0 0

1 0 0 1

7 13 23 43

0 0

0 0

0 0

0 0

0 0

0 0

0 0

0 0

0 0

0 0

0 0

1 1

1 1

TOTAL

45 AIR TRAVEL CONSUMER REPORT TABLE 5 CONT’D. COMPANIES OTHER THAN U.S. AIRLINES* BY COMPLAINT CATEGORY** APRIL 2018

MISCELLANEOUS Other Miscellaneous TOTALS

FLIGHT PROBLEMS

OVERSALES

RES/TKT/ BOARDING

FARES

REFUNDS

BAGGAGE

CUSTOMER SERVICE

DISABILITY

ADVERTISING

DISCRIMINATION

ANIMALS

OTHER

5 5

0 0

1 1

1 1

1 1

6 6

2 2

0 0

0 0

0 0

0 0

4 4

TOTAL

* COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED FIVE (5) OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS AGAINST COMPANIES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE INCLUDED UNDER 'OTHER FOREIGN AIRLINES,' 'OTHER TOUR OPERATORS,' ETC. ** A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS THIS SECTION.

20 20


TABLE 6 CONSUMER COMPLAINTS: LIST OF U.S. MARKETING CARRIERS* (NON-RANKED, IN ALPHABETIC ORDER). APRIL 2018 AIRLINE

COMPLAINTS

ALASKA AIRLINES NETWORK

17

- ALASKA AIRLINES

14


3

ALLEGIANT AIR

28

AMERICAN AIRLINES NETWORK

170

- AMERICAN AIRLINES

136


34


81

- DELTA AIR LINES

69


12

FRONTIER AIRLINES

48

HAWAIIAN AIRLINES NETWORK

11

- HAWAIIAN AIRLINES

11


0

JETBLUE AIRWAYS

31

SOUTHWEST AIRLINES

63

SPIRIT AIRLINES

71


120

- UNITED AIRLINES

103


17

VIRGIN AMERICA

0

TOTAL

640

* All U.S. marketing airlines with at least 0.5 percent of total domestic scheduled - service passenger revenues, as determined by DOT's Bureau of Transportation Statistics.


TABLE 6A CONSUMER COMPLAINTS: RANKINGS U.S. AIRLINES*

APRIL 2018 RANK

AIRLINE

APRIL 2017

COMPLAINTS

SYSTEMWIDE ENPLANEMENTS

COMPLAINTS PER 100,000 ENPLANEMENTS

COMPLAINTS

SYSTEMWIDE ENPLANEMENTS

COMPLAINTS PER 100,000 ENPLANEMENTS

1

ENDEAVOR AIR

4

1,169,670

0.34

-

-

-

2

REPUBLIC AIRLINE

6

1,583,724

0.38

-

-

-

3

PSA AIRLINES

5

1,175,511

0.43

-

-

-

4

MESA AIRLINES

5

1,121,830

0.45

-

-

-

5

SOUTHWEST AIRLINES

63

13,784,715

0.46

66

13,468,163

0.49

6

ALASKA AIRLINES**

14

3,024,845

0.46

22

2,207,746

1.00

7

EXPRESSJET AIRLINES

4

816,747

0.49

25

1,398,679

1.79

8

SKYWEST AIRLINES

16

3,112,534

0.51

23

2,847,799

0.81

9

DELTA AIR LINES

69

12,574,845

0.55

297

11,808,067

2.52

10

JETBLUE AIRWAYS

31

3,613,850

0.86

41

3,453,429

1.19

11

ENVOY AIR

11

1,117,110

0.98

-

-

-

12

AMERICAN AIRLINES

136

12,248,533

1.11

325

12,081,736

2.69

13

UNITED AIRLINES

103

9,179,640

1.12

264

8,726,608

3.03

14

HAWAIIAN AIRLINES

11

944,592

1.16

14

885,169

1.58

15

ALLEGIANT AIR

28

1,170,542

2.39

-

-

-

16

SPIRIT AIRLINES

71

2,312,553

3.07

140

1,944,185

7.20

17

FRONTIER AIRLINES

48

1,525,773

3.15

32

1,323,172

2.42

TOTAL

625

70,477,014

0.89

1,249

60,144,753

2.08

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 0.5 percent of total domestic scheduled - service passenger revenues, as determined by DOT's Bureau of Transportation Statistics. **Effective April 2018, data of the merged operations of Alaska Airlines and Virgin America are combined, and appear only as Alaska Airlines in this table. Totals for the ranking period reflect the deletion of Virgin America’s data. (-) Airline was not a ranked carrier in 2017.


Civil Rights Complaints by Air Travelers (Other Than Disability) for April 2018 This table includes complaints to the U.S. Department of Transportation’s Aviation Consumer Protection Division* that allege discrimination in air travel based on race, ancestry/ethnicity, national origin, color, religion and sex**. All complaints alleging discrimination are investigated to determine if there has been a violation(s) of the passenger’s civil rights.

Race Air Canada Allegiant American Compass JetBlue TOTAL

Ancestry/ Ethnicity

National Origin

1 1 1 1 4

Color

Religion

Sex

Other

1

1

1 1

*To file an airline civil rights complaint: https://www.transportation.gov/airconsumer **One complaint may raise multiple grounds for discrimination. The Aviation Consumer Protection Division categorizes each complaint based on the primary ground of the alleged discrimination.

49

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, tours credit, cargo problems, security, airport facilities, claims for bodily injury, and others not classified above.


April 2018 Airline Reports to DOT of Incidents Involving the Loss, Injury or Death of Animals During Air Transportation 14 CFR Part 235 of DOT regulations require U.S. carriers that operate at least one aircraft that has a designed seating capacity of 60 or more seats to report to DOT on any incidents involving the loss, injury or death of an animal in its scheduled domestic or international passenger transportation. An "animal" for this purpose is (1) any animal which at the time of the transportation was being kept as a pet in a family household in the United States or (2) any dog or cat which was shipped as part of a commercial shipment on a scheduled passenger flight, including shipments by trainers and breeders. An airline is required to submit a report for any month in which it experienced such a loss, injury or death 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 on this website are redacted to remove identifying information about individuals, including the owner of the animal. A statistical summary of the reports appears in the table below. To see the redacted version of the actual reports filed by these airlines, click the airline's name.

Carrier United Airlines Totals:

Death

Injury 1 1

Loss

51

Customer Service Reports to the U.S. Department of Homeland Security for the Month of April 2018 as provided by the Transportation Security Administrationa The Transportation Security Administration (TSA) screened approximately 65 million airline passengers and their 52 million checked bags in the month of April 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 April. 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. TSA no longer reports claims data, as the number of claims received does not reflect the incidents for that month. However, the personal property data below includes complaints of mishandling of a passenger’s property in carry-on luggage.

Courtesyc Number of Percentage of Complaints Flying Publicc 905 .001

Screening Procedures Number of Percentage of Complaints Flying Public 47 .00007

Processing Time Number of Percentage of Complaints Flying Public 161 .0002

Personal Property Number of Percentage of Complaints Flying Public 501 .0007

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 from 8:00AM to 11:00PM EST Monday through Friday. Weekends and holidays 9:00AM to 8:00PM. 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 April.

As of February 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.