Air Travel Consumer Report

Transcription

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: February 2014 Flight Delays 1 December Months Ending December 2013 Mishandled Baggage 1 December 2013 January-December 2013 Oversales 1 4 th Quarter 2013 January December 2013 Consumer Complaints 2 December 2013 (Includes Disability and January December 2013 Discrimination Complaints) Customer Service Reports to the Dept. of Homeland Security 3 December 2013 Airline Animal Incident Reports 4 December 2013 January December Data collected by the Bureau of Transportation Statistics. Website: 2 Data compiled by the Aviation Consumer Protection Division. Website: 3 Data provided by the Department of Homeland Security, Transportation Security Administration 4 Data collected by the Aviation Consumer Protection Division

2 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 16 Number and Percentage of Regularly Scheduled Flights Arriving Late 70% of the Time or More Table 7 17 On-Time Arrival and Departure Percentage, by Airport Table 8 21 Overall Number and Percentage of Flight Cancellations, by Carrier Table 8A 22 Number and Percentage of Regularly Scheduled Flights Canceled 5% or More of the Time, By Carrier. Table 9 23 Flight Causation Data, By Airline and Category Table Flight Causation Data, Graphic Representation Section Page Flight Delays (continued) Table List of Regularly Scheduled Flights with Tarmac Delays Over 3 Hours, By Carrier Table 11A 26 List of Regularly Scheduled International Flights with Tarmac Delays Over 4 Hours, By Carrier Table Number and Percentage of Regularly Scheduled Flights With Tarmac Delays of 2 Hours or More, By Carrier Footnotes 28 Appendix 29 Mishandled Baggage Explanation 30 Ranking December Ranking January December Oversales Explanation 33 Ranking 4 th Quarter Ranking January December Consumer Complaints Explanation 36 Complaint Tables 1-5 (December 2013) 37 Summary, Complaint Categories, U.S. Airlines, Incident Date and Companies Other Than U.S. Airlines Ranking, Table 6 (December 2013) 42 Complaint Tables 1-4 (January December 2013) 43 Summary, Complaint Categories, U.S. Airlines, and Companies Other Than U.S. Airlines Ranking, Table 5 (January December 2013) 48 Complaint Categories 49 Customer Service Reports to the Department of Homeland Security (December) Airline Reports to DOT of Incidents Involving the Loss, Injury, or Death of Animals During Air Transportation (December/Jan-Dec)... 51/52

3 INTRODUCTION 2 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 second week of each month. The report is available via the Internet at:

4 FLIGHT DELAYS 3 This section provides information about airline on-time performance, flight delays, and cancellations. It is based on data filed by airlines each month with the Department of Transportation s Bureau of Transportation Statistics (Office of Airline Information), as described in 14 CFR Part 234 of DOT's regulations. It covers nonstop scheduled-service flights between points within the United States (including territories) by the fifteen (15) U.S. air carriers that have at least one percent of total domestic scheduled-service passenger revenues, and the one (1**) carrier that currently reports flight delay data voluntarily. The rule requires carriers to currently report on operations to and from the 29 U.S. airports that account for at least one percent of the nation's total domestic scheduledservice passenger enplanements (see Appendix for a complete list of the reportable airports). However, all reporting airlines have voluntarily provided data for their entire domestic systems, and that information is included in this report. A flight is counted as "on time" if it operated less than 15 minutes after the scheduled time shown in the carriers' Computerized Reservations Systems (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 16 reporting air carriers, 9 carriers (AirTran, American Eagle, ExpressJet, Frontier, Hawaiian, SkyWest, Southwest, US Airways and Virgin America) use ACARS exclusively; 2 carriers (American and United) use a combination of ACARS and DGS; and 5 carriers (Alaska, Delta, JetBlue, Mesa and Endeavor) use a combination of ACARS and manual reporting systems. As indicated above, a carrier may voluntarily file data for its entire domestic system. Tables 2, 3, and 4 are limited to the 29 required or "reportable" airports; Tables 5, 6 and 7 contain data on flights to/from all airports that were reported. Tables 1 and 8 each have one column for the 29 "reportable" airports and another for all of the airports reported; see footnote C for additional explanation. Tables 1 through 4 display percentages of flight operations that were on time, while Tables 5 and 6 show service that was late. Tables 1, 1A, and 2 present data by carrier; airlines are ranked by performance in Table 1 and are listed in alphabetical order by carrier code in Table 2 (see Appendix for codes). Beginning with the February 1988 report, Table 1A shows carrier rankings by month and time-series data on the percentage of flight operations that arrived on time. Tables 3 and 4 provide information by airport and time of day. Table 5 is a list of the regularly scheduled flights with more than 50% delayed arrivals of more than 30 minutes for two or more consecutive months. Table 6, like Tables 1, 1A, and 2, presents data by carrier, but lists the carriers in rank order from worst to best based on the number of flights which were late 70% of the time or more. Table 7 lists more than 200 cities in alphabetical order with the corresponding on-time arrival and departure percentages. Tables 3, 4, and 5 contain information on the time of day that a flight operated. All times are local. A 10:50 a.m. departure from Atlanta is 10:50 a.m. Atlanta time; if that flight arrived in Dallas at 11:45 a.m., that is 11:45 a.m. Dallas time. If a flight's scheduled operating time changed during the month, Table 5 shows the time that was in effect for the last flight operation performed that month. Table 8 displays the number of operations, number of flight cancellations, and percentage of cancellations by air carrier for the reportable airports and for the air carriers domestic system. Table 8A displays the number and percentage of regularly scheduled flights canceled 5% or more of the time. Table 9 displays airline flight delay causation data by categories, and Table 10 provides an overall graphic representation of that data. Table 11 lists the regularly scheduled flights with tarmac delays of more than 3 hours and Table 11A lists the regularly scheduled international flights with tarmac delays of more than 4 hours. Table 12 displays the number and percentage of regularly scheduled flights with tarmac delays of 2 hours or more. Except for the flights listed in Tables 5, 11 and 11A 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 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 CDs for earlier months can be purchased by sending an to: Orders@bts.gov Additional summary data for airports and airlines can be found at BTS Flight Delays at-a-glance at: Cause of delay data for airports and airlines can be found at: 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. **Mesa Airlines currently reports flight delay data voluntarily, as permitted by Part 234.

5 DECEMBER TABLE 1. OVERALL PERCENTAGE OF REPORTED FLIGHT OPERATIONS ARRIVING ON BY CARRIER * CARRIER* AT 29 REPORTABLE AIRPORTS B/ AT ALL REPORTABLE AIRPORTS C/ NUMBER OF AIRPORTS REPORTED PERCENT OF ARRIVALS ON D/ NUMBER OF AIRPORTS REPORTED PERCENT OF ARRIVALS ON D/ HAWAIIAN AIRLINES S/ VIRGIN AMERICA S/ ALASKA AIRLINES S/ DELTA AIR LINES S/ US AIRWAYS S/ MESA AIRLINES S/V/ UNITED AIRLINES S/ SKYWEST AIRLINES S/ AMERICAN AIRLINES S/ ENDEAVOR AIR** S/ AIRTRAN AIRWAYS S/ JETBLUE AIRWAYS S/ EXPRESSJET AIRLINES S/ AMERICAN EAGLE S/ FRONTIER AIRLINES S/ SOUTHWEST AIRLINES S/ TOTAL For simplicity, statistics are displayed to one decimal place. Actual ranking order is based on our computer carrying out the number of decimal places to nine. * All U.S. airlines with at least one percent of total domestic scheduled-service passenger revenues, plus other carriers that report voluntarily. 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. ** Formerly Pinnacle Airlines

6 5 DECEMBER 2013 TABLE 1A. OVERALL PERCENTAGE OF REPORTED FLIGHT OPERATIONS ARRIVING ON AND CARRIER RANK, BY MONTH, QUARTER, AND DATABASE TO DATE Carrier* 1st Quarter nd Quarter rd Quarter th Quarter Oct-13 Nov-13 Dec Months Ending Dec 2013 Database 9/87-12/13 % Rank % Rank % Rank % Rank % Rank % Rank % Rank % Rank % Rank AIRTRAN (--) (--) ALASKA AMERICAN AMERICAN EAGLE (--) (--) DELTA ENDEAVOR** (--) (--) EXPRESSJET (--) (--) FRONTIER (--) (--) HAWAIIAN (--) (--) JETBLUE (--) (--) MESA (--) (--) SKYWEST (--) (--) SOUTHWEST UNITED US AIRWAYS VIRGIN AMERICA (--) (--) Total For simplicity, statistics are displayed to one decimal place. Actual ranking order is based on our computer carrying out the number of decimal places to nine. * All U.S. airlines with at least one percent of total domestic scheduled-service passenger revenues, plus other carriers that report voluntarily (Mesa). ** Formerly Pinnacle Airlines

7 DECEMBER TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON D/ BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY) CARRIER ARRIVAL AIRPORT* ATL BOS BWI CLT DCA DEN DFW DTW ENDEAVOR** AMERICAN ALASKA H/ H/ H/ JETBLUE H/ H/ DELTA EXPRESSJET FRONTIER H/ H/ AIRTRAN H/ H/ HAWAIIAN H/ H/ H/ H/ H/ H/ H/ H/ AMERICAN EAGLE H/ SKYWEST H/ UNITED US AIRWAYS VIRGIN AMERICA H/ H/ H/ H/ H/ SOUTHWEST H/ MESA H/ H/ H/ TOTAL * See Appendix at end of this section for list of airport and carrier codes. ** Formerly Pinnacle Airlines

8 7 DECEMBER 2013 TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON D/ BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY) CARRIER ARRIVAL AIRPORT* EWR FLL IAD IAH JFK LAS LAX LGA ENDEAVOR** H/ H/ H/ AMERICAN ALASKA H/ H/ H/ JETBLUE H/ DELTA EXPRESSJET H/ H/ H/ FRONTIER H/ H/ H/ AIRTRAN H/ H/ H/ H/ HAWAIIAN H/ H/ H/ H/ H/ AMERICAN EAGLE H/ H/ H/ SKYWEST H/ H/ H/ H/ UNITED US AIRWAYS H/ VIRGIN AMERICA H/ H/ SOUTHWEST H/ H/ MESA H/ H/ H/ H/ H/ H/ TOTAL * See Appendix at end of this section for list of airport and carrier codes. ** Formerly Pinnacle Airlines

9 8 DECEMBER 2013 TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON D/ BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY) CARRIER ARRIVAL AIRPORT* MCO MDW MIA MSP ORD PDX PHL PHX ENDEAVOR** H/ H/ H/ AMERICAN H/ ALASKA H/ H/ JETBLUE H/ H/ H/ DELTA EXPRESSJET H/ H/ FRONTIER H/ H/ AIRTRAN H/ H/ H/ H/ HAWAIIAN H/ H/ H/ H/ H/ H/ AMERICAN EAGLE H/ H/ H/ H/ SKYWEST H/ UNITED H/ US AIRWAYS H/ VIRGIN AMERICA H/ H/ H/ H/ SOUTHWEST H/ H/ MESA H/ H/ H/ TOTAL * See Appendix at end of this section for list of airport and carrier codes. ** Formerly Pinnacle Airlines

10 DECEMBER TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON D/ BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY) CARRIER ARRIVAL AIRPORT* SAN SEA SFO SLC TPA ENDEAVOR** H/ H/ H/ H/ AMERICAN ALASKA H/ JETBLUE DELTA EXPRESSJET H/ H/ H/ FRONTIER AIRTRAN H/ H/ H/ HAWAIIAN H/ H/ AMERICAN EAGLE H/ H/ SKYWEST H/ UNITED US AIRWAYS VIRGIN AMERICA H/ H/ SOUTHWEST MESA H/ H/ H/ H/ H/ TOTAL * See Appendix at end of this section for list of airport and carrier codes. ** Formerly Pinnacle Airlines

11 DECEMBER TABLE 3. PERCENTAGE OF ALL CARRIERS' REPORTED FLIGHT OPERATIONS ARRIVING ON D/ BY AIRPORT AND OF DAY (REPORTABLE AIRPORTS ONLY) SCHEDULED ARRIVAL ARRIVAL AIRPORT* ATL BOS BWI CLT DCA DEN DFW DTW EWR FLL IAD IAH JFK LAS LAX LGA MCO MDW AM J/ AM AM AM AM AM PM PM PM PM PM PM PM PM PM PM PM AM TOTAL, ALL ARRIVALS, BY AIRPORT * See Appendix at end of this section for list of airport codes.

12 DECEMBER TABLE 3. PERCENTAGE OF ALL CARRIERS' REPORTED FLIGHT OPERATIONS ARRIVING ON D/ BY AIRPORT AND OF DAY (REPORTABLE AIRPORTS ONLY) SCHEDULED ARRIVAL ARRIVAL AIRPORT* MIA MSP ORD PDX PHL PHX SAN SEA SFO SLC TPA TOTAL AM J/ AM AM AM AM AM PM PM PM PM PM PM PM PM PM PM PM AM TOTAL, ALL ARRIVALS, BY AIRPORT * See Appendix at end of this section for list of airport codes.

13 DECEMBER TABLE 4. PERCENTAGE OF ALL CARRIERS' REPORTED FLIGHT OPERATIONS DEPARTING ON E/ BY AIRPORT AND OF DAY (REPORTABLE AIRPORTS ONLY) DEPARTURE AIRPORT* SCHEDULED DEPARTURE ATL BOS BWI CLT DCA DEN DFW DTW EWR FLL IAD IAH JFK LAS LAX LGA MCO MDW AM AM AM AM AM AM PM PM PM PM PM PM PM PM PM PM PM J/ J/ AM TOTAL, ALL DEPARTURES, BY AIRPORT * See Appendix at end of this section for list of airport codes.

14 DECEMBER TABLE 4. PERCENTAGE OF ALL CARRIERS' REPORTED FLIGHT OPERATIONS DEPARTING ON E/ BY AIRPORT AND OF DAY (REPORTABLE AIRPORTS ONLY) DEPARTURE AIRPORT* SCHEDULED DEPARTURE MIA MSP ORD PDX PHL PHX SAN SEA SFO SLC TPA TOTAL AM AM AM AM AM AM PM PM PM PM PM PM PM PM PM PM PM AM TOTAL, ALL DEPARTURES, BY AIRPORT * See Appendix at end of this section for list of airport codes.

15 DECEMBER 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 NUMBER OF OPERATIONS REPORTED* NUMBER OF FLIGHT OPERATIONS NOT ARRIVING ON ** PERCENT OF FLIGHT OPERATIONS NOT ARRIVING ON ** AVERAGE NUMBER OF MINUTES LATE*** CHRONICALLY DELAYED FLIGHTS FOR FOUR CONSECUTIVE MONTHS OR MORE NONE CHRONICALLY DELAYED FLIGHTS FOR THREE CONSECUTIVE MONTHS NONE * Minimum of 10 flights per month ** Includes canceled and diverted flights *** For flights late more than 30 minutes only. Excludes canceled and diverted flights Chronically Delayed Flights for individual months can be found on the BTS website

16 15 DECEMBER 2013 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 NUMBER OF OPERATIONS REPORTED* NUMBER OF FLIGHT OPERATIONS NOT ARRIVING ON ** PERCENT OF FLIGHT OPERATIONS NOT ARRIVING ON ** AVERAGE NUMBER OF MINUTES LATE*** CHRONICALLY DELAYED FLIGHTS FOR TWO CONSECUTIVE MONTHS EXPRESSJET 2509 Nov DFW-HOU EXPRESSJET 2509 Dec DFW-HOU SOUTHWEST 4033 Nov ATL-HOU SOUTHWEST 294 Dec ATL-HOU SOUTHWEST 2098 Nov BWI-STL SOUTHWEST 2098 Dec BWI-STL SOUTHWEST 2098 Nov CLT-BWI SOUTHWEST 2098 Dec CLT-BWI SOUTHWEST 112 Nov IAD-DEN SOUTHWEST 112 Dec IAD-DEN SOUTHWEST 112 Nov MDW-IAD SOUTHWEST 112 Dec MDW-IAD SOUTHWEST 2542 Nov TPA-BHM SOUTHWEST 2542 Dec TPA-BHM * Minimum of 10 flights per month ** Includes canceled and diverted flights *** For flights late more than 30 minutes only. Excludes canceled and diverted flights Chronically Delayed Flights for individual months can be found on the BTS website

17 DECEMBER TABLE 6. NUMBER AND PERCENTAGE OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 70% OF THE OR MORE CARRIER NUMBER OF REGULARLY SCHEDULED FLIGHTS FOR WHICH CARRIER REPORTED DATA REGULARLY SCHEDULED FLIGHTS LATE 70% OF THE OR MORE D/ NUMBER PERCENTAGE SOUTHWEST 3, EXPRESSJET 1, FRONTIER JETBLUE AMERICAN EAGLE 1, AIRTRAN SKYWEST 1, MESA UNITED ALASKA ENDEAVOR* AMERICAN 1, DELTA 1, US AIRWAYS 1, HAWAIIAN VIRGIN AMERICA TOTAL 15, 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. * Formerly Pinnacle Airlines

18 DECEMBER TABLE 7. ON- ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT CITY (AIRPORT) PERCENT ON REPORTED OPERATIONS CITY (AIRPORT) PERCENT ON REPORTED OPERATIONS DEP. DEP. DEP. DEP. ABERDEEN SD (ABR) BRUNSWICK GA (BQK) ABILENE TX (ABI) BUFFALO NY (BUF) ,773 1,776 ADAK ISLAND AK (ADK) BURBANK CA (BUR) ,877 1,877 AGUADILLA PR (BQN) BURLINGTON VT (BTV) AKRON OH (CAK) BUTTE MT (BTM) ALBANY GA (ABY) CARLSBAD CA (CLD) ALBANY NY (ALB) CASPER WY (CPR) ALBUQUERQUE NM (ABQ) ,246 2,249 CEDAR CITY UT (CDC) ALEXANDRIA LA (AEX) CEDAR RAPIDS/IOWA CITY IA (CID) ALLENTOWN/BETHLEHEM/EASTON PA (ABE) CHAMPAIGN/URBANA IL (CMI) ALPENA MI (APN) CHANTILLY VA (IAD) ,789 5,766 AMARILLO TX (AMA) CHARLESTON SC (CHS) ,359 1,361 ANCHORAGE AK (ANC) ,336 1,334 CHARLESTON/DUNBAR WV (CRW) APPLETON WI (ATW) CHARLOTTE AMALIE VI (STT) ARCATA/EUREKA CA (ACV) CHARLOTTE NC (CLT) ,837 12,851 ARLINGTON VA (DCA) ,779 5,786 CHARLOTTESVILLE VA (CHO) ASHEVILLE NC (AVL) CHATTANOOGA TN (CHA) ASPEN CO (ASE) CHICAGO IL (MDW) ,252 7,250 ATLANTA GA (ATL) ,894 31,887 CHICAGO IL (ORD) ,086 23,120 AUGUSTA GA (AGS) CHICO CA (CIC) AUSTIN TX (AUS) ,979 3,977 CHRISTIANSTED VI (STX) BAKERSFIELD CA (BFL) CLEVELAND OH (CLE) ,614 3,618 BALTIMORE MD (BWI) ,902 7,903 CODY WY (COD) BANGOR ME (BGR) COLLEGE STATION/BRYAN TX (CLL) BARROW AK (BRW) COLORADO SPRINGS CO (COS) BATON ROUGE LA (BTR) COLUMBIA MO (COU) BEAUMONT/PORT ARTHUR TX (BPT) COLUMBIA SC (CAE) BELLINGHAM WA (BLI) COLUMBUS GA (CSG) BEMIDJI MN (BJI) COLUMBUS MS (GTR) BEND/REDMOND OR (RDM) COLUMBUS OH (CMH) ,368 2,367 BETHEL AK (BET) CORDOVA AK (CDV) BILLINGS MT (BIL) CORPUS CHRISTI TX (CRP) BINGHAMTON NY (BGM) COVINGTON KY (CVG) ,854 2,853 BIRMINGHAM AL (BHM) ,313 1,316 CRESCENT CITY CA (CEC) BISMARCK/MANDAN ND (BIS) DALLAS TX (DAL) ,768 3,766 BLOOMINGTON/NORMAL IL (BMI) DALLAS/FORT WORTH TX (DFW) ,763 23,752 BOISE ID (BOI) DAYTON OH (DAY) BOSTON MA (BOS) ,890 8,902 DAYTONA BEACH FL (DAB) BOZEMAN MT (BZN) DEADHORSE AK (SCC) BRAINERD MN (BRD) DENVER CO (DEN) ,028 19,006 BRANSON MO (BKG) DES MOINES IA (DSM) ,267 1,269 BRISTOL/JOHNSON CITY/KINGSPORT TN (TRI) DETROIT MI (DTW) ,927 11,929 BROWNSVILLE TX (BRO) DICKINSON ND (DIK)

19 18 DECEMBER 2013 TABLE 7. ON- ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT CITY (AIRPORT) PERCENT ON REPORTED OPERATIONS CITY (AIRPORT) PERCENT ON REPORTED OPERATIONS DEP. DEP. DEP. DEP. DOTHAN AL (DHN) HIBBING MN (HIB) DULUTH MN (DLH) HILO HI (ITO) DURANGO CO (DRO) HOBBS NM (HOB) EAGLE CO (EGE) HONOLULU HI (HNL) ,405 4,405 EAU CLAIRE WI (EAU) HOUSTON TX (HOU) ,161 5,160 EL PASO TX (ELP) ,611 1,611 HOUSTON TX (IAH) ,852 14,843 ELKO NV (EKO) HUNTSVILLE AL (HSV) ELMIRA/CORNING NY (ELM) IDAHO FALLS ID (IDA) ERIE PA (ERI) INDIANAPOLIS IN (IND) ,582 2,580 ESCANABA MI (ESC) INTERNATIONAL FALLS MN (INL) EUGENE OR (EUG) IRON MOUNTAIN/KINGSFD MI (IMT) EVANSVILLE IN (EVV) ISLIP NY (ISP) FAIRBANKS AK (FAI) ITHACA/CORTLAND NY (ITH) FARGO ND (FAR) JACKSON WY (JAC) FAYETTEVILLE AR (XNA) JACKSON/VICKSBURG MS (JAN) FAYETTEVILLE NC (FAY) JACKSONVILLE FL (JAX) ,017 2,018 FLAGSTAFF AZ (FLG) JACKSONVILLE/CAMP LEJEUNE NC (OAJ) FLINT MI (FNT) JOPLIN MO (JLN) FORT LAUDERDALE FL (FLL) ,881 5,874 JUNEAU AK (JNU) FORT MYERS FL (RSW) ,613 2,611 KAHULUI HI (OGG) ,945 1,946 FORT SMITH AR (FSM) KALAMAZOO MI (AZO) FORT WAYNE IN (FWA) KALISPELL MT (FCA) FRESNO CA (FAT) KANSAS CITY MO (MCI) ,972 3,975 GAINESVILLE FL (GNV) KETCHIKAN AK (KTN) GARDEN CITY KS (GCK) KEY WEST FL (EYW) GILLETTE WY (GCC) KILLEEN TX (GRK) GRAND FORKS ND (GFK) KLAMATH FALLS OR (LMT) GRAND ISLAND NE (GRI) KNOXVILLE TN (TYS) GRAND JUNCTION CO (GJT) KODIAK AK (ADQ) GRAND RAPIDS MI (GRR) KONA HI (KOA) ,042 1,044 GREAT FALLS MT (GTF) KOTZEBUE AK (OTZ) GREEN BAY WI (GRB) LA CROSSE WI (LSE) GREENSBORO/HIGH POINT NC (GSO) LAFAYETTE LA (LFT) GREER SC (GSP) LAKE CHARLES LA (LCH) GUAM TT (GUM) LANSING MI (LAN) GULFPORT/BILOXI MS (GPT) LARAMIE WY (LAR) GUNNISON CO (GUC) LAREDO TX (LRD) HANCOCK/HOUGHTON MI (CMX) LAS VEGAS NV (LAS) ,111 11,111 HARLINGEN/SAN BENITO TX (HRL) LAWTON/FORT SILL OK (LAW) HARRISBURG PA (MDT) LEWISTON ID (LWS) HARTFORD CT (BDL) ,987 1,989 LEXINGTON KY (LEX) HAYDEN CO (HDN) LIHUE HI (LIH) ,005 1,005 HELENA MT (HLN) LINCOLN NE (LNK)

20 19 DECEMBER 2013 TABLE 7. ON- ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT CITY (AIRPORT) PERCENT ON REPORTED OPERATIONS CITY (AIRPORT) PERCENT ON REPORTED OPERATIONS DEP. DEP. DEP. DEP. LITTLE ROCK AR (LIT) ,184 1,184 OKLAHOMA CITY OK (OKC) ,877 1,880 LONG BEACH CA (LGB) ,076 1,076 OMAHA NE (OMA) ,831 1,835 LONGVIEW TX (GGG) ONTARIO CA (ONT) ,726 1,729 LOS ANGELES CA (LAX) ,060 19,052 ORLANDO FL (MCO) ,630 9,618 LOUISVILLE KY (SDF) ,469 1,467 PADUCAH KY (PAH) LUBBOCK TX (LBB) PAGO PAGO TT (PPG) MADISON WI (MSN) PALM SPRINGS CA (PSP) ,090 1,090 MAMMOTH LAKES CA (MMH) PANAMA CITY FL (ECP) MANCHESTER NH (MHT) PASCO/KENNEWICK/RICHLAND WA (PSC) MANHATTAN/FT. RILEY KS (MHK) PELLSTON MI (PLN) MARQUETTE MI (MQT) PENSACOLA FL (PNS) MEDFORD OR (MFR) PEORIA IL (PIA) MELBOURNE FL (MLB) PETERSBURG AK (PSG) MEMPHIS TN (MEM) ,967 1,969 PHILADELPHIA PA (PHL) ,374 6,382 MIAMI FL (MIA) ,489 7,478 PHOENIX AZ (PHX) ,681 14,689 MIDLAND/ODESSA TX (MAF) PITTSBURGH PA (PIT) ,678 2,679 MILWAUKEE WI (MKE) ,858 2,857 POCATELLO ID (PIH) MINNEAPOLIS MN (MSP) ,567 11,553 PONCE PR (PSE) MINOT ND (MOT) PORTLAND ME (PWM) MISSION/MCALLEN/EDINBURG TX (MFE) PORTLAND OR (PDX) ,726 4,726 MISSOULA MT (MSO) PROVIDENCE RI (PVD) ,142 1,142 MOBILE AL (MOB) RALEIGH/DURHAM NC (RDU) ,963 3,965 MODESTO CA (MOD) RAPID CITY SD (RAP) MOLINE IL (MLI) REDDING CA (RDD) MONROE LA (MLU) RENO NV (RNO) ,338 1,337 MONTEREY CA (MRY) RHINELANDER WI (RHI) MONTGOMERY AL (MGM) RICHMOND VA (RIC) ,579 1,578 MONTROSE/DELTA CO (MTJ) ROANOKE VA (ROA) MOSINEE WI (CWA) ROCHESTER MN (RST) MUSKEGON MI (MKG) ROCHESTER NY (ROC) MYRTLE BEACH SC (MYR) ROCK SPRINGS WY (RKS) NASHVILLE TN (BNA) ,954 4,954 ROSWELL NM (ROW) NEW BERN/MOREHEAD/BEAUFORT NC (EWN) SACRAMENTO CA (SMF) ,476 3,478 NEW ORLEANS LA (MSY) ,456 3,459 SAGINAW/BAY CITY/MIDLAND MI (MBS) NEW YORK NY (JFK) ,151 9,146 SALT LAKE CITY UT (SLC) ,737 8,735 NEW YORK NY (LGA) ,064 9,067 SAN ANGELO TX (SJT) NEWARK NJ (EWR) ,913 9,922 SAN ANTONIO TX (SAT) ,261 3,265 NEWBURGH/POUGHKEEPSIE NY (SWF) SAN DIEGO CA (SAN) ,243 6,240 NEWPORT NEWS/WILLIAMSBURG VA (PHF) SAN FRANCISCO CA (SFO) ,809 13,800 NOME AK (OME) SAN JOSE CA (SJC) ,403 3,404 NORFOLK VA (ORF) ,312 1,312 SAN JUAN PR (SJU) ,438 2,429 NORTH BEND/COOS BAY OR (OTH) SAN LUIS OBISPO CA (SBP) OAKLAND CA (OAK) ,646 3,645 SANTA ANA CA (SNA) ,196 3,195

21 20 DECEMBER 2013 TABLE 7. ON- ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT CITY (AIRPORT) PERCENT ON REPORTED OPERATIONS CITY (AIRPORT) PERCENT ON REPORTED OPERATIONS DEP. DEP. DEP. DEP. SANTA BARBARA CA (SBA) TEXARKANA AR (TXK) SANTA FE NM (SAF) TRAVERSE CITY MI (TVC) SANTA MARIA CA (SMX) TRENTON NJ (TTN) SARASOTA/BRADENTON FL (SRQ) TUCSON AZ (TUS) ,678 1,679 SAULT STE. MARIE MI (CIU) TULSA OK (TUL) ,583 1,585 SAVANNAH GA (SAV) TWIN FALLS ID (TWF) SCRANTON/WILKES-BARRE PA (AVP) TYLER TX (TYR) SEATTLE WA (SEA) ,351 8,346 VALDOSTA GA (VLD) SHREVEPORT LA (SHV) VALPARAISO FL (VPS) SIOUX CITY IA (SUX) WACO TX (ACT) SIOUX FALLS SD (FSD) WATERLOO IA (ALO) SITKA AK (SIT) WATERTOWN NY (ART) SOUTH BEND IN (SBN) WEST PALM BEACH/PALM BEACH FL (PBI) ,268 2,262 SPOKANE WA (GEG) WHITE PLAINS NY (HPN) SPRINGFIELD IL (SPI) WICHITA FALLS TX (SPS) SPRINGFIELD MO (SGF) WICHITA KS (ICT) ST. GEORGE UT (SGU) WILLISTON ND (ISN) ST. LOUIS MO (STL) ,571 4,571 WILMINGTON DE (ILG) STATE COLLEGE PA (SCE) WILMINGTON NC (ILM) SUN VALLEY/HAILEY/KETCHUM ID (SUN) WORCESTER MA (ORH) SYRACUSE NY (SYR) WRANGELL AK (WRG) TALLAHASSEE FL (TLH) YAKUTAT AK (YAK) TAMPA FL (TPA) ,663 5,653 YUMA AZ (YUM)

22 DECEMBER TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS BY CARRIER AT 29 REPORTABLE AIRPORTS B/ AT ALL REPORTABLE AIRPORTS C/ CARRIER 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 AMERICAN EAGLE 19 19,519 1, ,195 3, AMERICAN 28 36,598 2, ,737 2, EXPRESSJET 21 31,262 1, ,638 3, SKYWEST 22 28, ,886 1, ENDEAVOR* 19 11, , MESA 12 6, , JETBLUE 23 14, , US AIRWAYS 27 28, , UNITED 28 35, , VIRGIN AMERICA 16 4, , AIRTRAN 16 7, , SOUTHWEST 24 48, , ALASKA 20 7, , FRONTIER 22 4, , DELTA 29 46, , HAWAIIAN , Total 334,387 8, Total 516,739 14, 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. * Formerly Pinnacle Airlines

23 22 DECEMBER 2013 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 AMERICAN EAGLE 1, AMERICAN 1, EXPRESSJET 6,265 1, SKYWEST 3, MESA 1, ENDEAVOR* 3, JETBLUE US AIRWAYS 2, VIRGIN AMERICA UNITED 7, ALASKA AIRTRAN 1, SOUTHWEST 19, FRONTIER DELTA 4, HAWAIIAN TOTAL 55,550 5, 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. NOTE: For a complete list of flights canceled 5% or more of the time, go to * Formerly Pinnacle Airlines

24 DECEMBER 2013 TABLE 9. CAUSES OF DELAY*, BY CARRIER 23 CAUSES OF DELAY CARRIER TOTAL RECORDS ON % ON 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 ENDEAVOR** % % % % % % % % AMERICAN % % % % % % % % ALASKA % % % % % % % % JETBLUE % % % % % % % % DELTA % % % % % % % % EXPRESSJET % % % % % % % % FRONTIER % % % % % % % % AIRTRAN % % % % % % % % HAWAIIAN % % % % % % % % AMERICAN EAGLE % % % % % % % % SKYWEST % % % % % % % % UNITED % % % % % % % % US AIRWAYS % % % % % % % % VIRGIN AMERICA % % % % % % % % SOUTHWEST % % % % % % % % MESA % % % % % % % % TOTAL % % % % % % % % *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 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. ** Formerly Pinnacle Airlines

25 24 DECEMBER 2013 TABLE 10. OVERALL CAUSES OF DELAY* NATIONAL AVIATION SYSTEM DELAY 7.77% SECURITY DELAY 0.05% LATE ARRIVING AIRCRAFT DELAY 11.25% EXTREME WEATHER DELAY 0.95% AIR CARRIER DELAY 8.03% ON DIVERTED 0.22% CANCELLED 2.85% 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 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