The Airline Quality Rating 2003

Transcription

1 University of Nebraska Omaha Faculty Books and Monographs The Airline Quality Rating 2003 Brent D. Bowen University of Nebraska at Omaha Dean Headley Wichita State University UNO Aviation Institute Follow this and additional works at: Part of the Aerospace Engineering Commons, Marketing Commons, Science and Technology Studies Commons, and the Transportation Commons Recommended Citation Bowen, Brent D.; Headley, Dean; and UNO Aviation Institute, "The Airline Quality Rating 2003" (2003). Faculty Books and Monographs. Book This Book is brought to you for free and open access by It has been accepted for inclusion in Faculty Books and Monographs by an authorized administrator of For more information, please contact

2 The Airline Quality Rating 2003 Brent D. Bowen University of Nebraska at Omaha Aviation Institute Dean E. Headley Wichita State University W. Frank Barton School of Business April, 2003

3 ABOUT THE AUTHORS Dr. Brent Bowen holds the University of Nebraska Foundation Distinguished Professorship in Aviation and serves as Director of the Aviation Institute, University of Nebraska at Omaha (UNO). Bowen also serves in the capacity of Director, Division of Aviation and Transportation Policy and Research, for the School of Public Administration at UNO. He has been appointed as a Graduate Faculty Fellow of the University of Nebraska System, where he supervises the nation s only doctoral program specializing in aviation administration. Bowen attained his Doctorate in Higher Education and Aviation from Oklahoma State University and a Master of Business Administration degree from Oklahoma City University. His Federal Aviation Administration certifications include Airline Transport Pilot, Certified Flight Instructor (Gold Seal), Advanced-Instrument Ground Instructor, Aviation Safety Counselor, and Aerospace Education Counselor. Dr. Bowen s research interests focus on aviation applications of public productivity enhancement and marketing in the areas of service quality evaluation, safety, and student recruitment and retention in collegiate aviation programs. He is also well published in areas related to effective teaching and gender issues in aviation education. Dr. Bowen is an active industry consultant, pilot, and former fixedbase operator and air carrier operator. He has been an invited expert witness before the U.S. House of Representatives Committee on Government Operations and has served on multiple occasions as an invited speaker and panelist at the National Academy of Sciences/Transportation Research Board. His professional affiliations include the University Aviation Association (Board Member), Council on Aviation Accreditation (Committee Chair), World Aerospace Education Organization (Past-President), International Air Transportation Research Society (Proceedings Editor and Network Committee Member), Aerospace States Association (Governor s Delegate), Alpha Eta Rho International Aviation Fraternity, and the Nebraska Academy of Sciences. Additionally, Dr. Bowen has authored/co-authored numerous successful funding proposals totaling awards exceeding $20 million. He also serves as program director and principal investigator for the National Aeronautics and Space Administration funded Nebraska Space Grant Consortium and EPSCoR Program. Dr. Dean E. Headley is Associate Professor of Marketing and Chair of the Department of Marketing and Entrepreneurship in the W. Frank Barton School of Business and Faculty Associate of the National Institute for Aviation Research at Wichita State University. He holds a Doctorate in Marketing and Statistics from Oklahoma State University, a Master of Business Administration Degree from Wichita State University, and a Master of Public Health Degree from the University of Oklahoma. Dr. Headley's research interests include methodology development for measurement of service quality, the connection between service quality and consumer behavior, consumer choice processes in service settings, and the effects of marketing activities on consumers and providers of services. Dr. Bowen's and Dr. Headley's research on the Airline Quality Rating (AQR) has met with national and international acceptance and acknowledgment. The Airline Quality Rating has been featured on ABC's Good Morning America, The Cable News Network, The Today Show, C-Span, network news, in USA Today, in Aviation Week and Space Technology, and in numerous other national and international media. Bowen and Headley have served as invited expert witnesses before the U.S. House of Representatives Committee on Government Operations and have served as invited speakers and panelists for such groups as the National Academy of Sciences/Transportation Research Board. The work of Bowen and Headley has been recognized with awards from the American Marketing Association, the American Institute of Aeronautics and Astronautics, Embry-Riddle Aeronautical University, the Travel and Transportation Research Association, and others. The AQR research has been published in the Journal of Aviation/Aerospace Education and Research, Journal of Air Transportation, as well as other journals, proceedings, textbooks, and research monographs.

4 AIRLINE QUALITY RATING 2003 Brent D. Bowen, University of Nebraska at Omaha Dean E. Headley, Wichita State University Abstract The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline quality on combined multiple performance criteria. This current report, the Airline Quality Rating 2003, reflects monthly Airline Quality Rating scores for AQR scores for the calendar year 2002 are based on 15 elements that focus on airline performance areas important to air travel consumers. The Airline Quality Rating 2003 is a summary of month-by-month quality ratings for the 10 largest U.S. airlines operating during Using the Airline Quality Rating system of weighted averages and monthly performance data in the areas of on-time arrivals, involuntary denied boardings, mishandled baggage, and a combination of 12 customer complaint categories, airlines comparative performance for the calendar year of 2002 is reported. This research monograph contains a brief summary of the AQR methodology, detailed data and charts that track comparative quality for domestic airline operations for the 12-month period of 2002, and industry average results. Also, comparative Airline Quality Rating data for 2001 are included for each airline to provide historical perspective regarding performance quality in the industry. The Airline Quality Rating (AQR) System The majority of quality ratings available rely on subjective surveys of consumer opinion that are infrequently done. This subjective approach yields a quality rating that is essentially non-comparable from survey to survey for any specific airline. Timeliness of survey-based results can be a problem in the fast-paced airline industry as well. Before the Airline Quality Rating, there was effectively no consistent method for monitoring the quality of airlines on a timely, objective, and comparable basis. With the introduction of the AQR, a multi-factor, weighted average approach became available that had not been used before in the airline industry. The method relies on taking published, publicly available data that reports actual airline performance on critical quality criteria important to consumers and combines them into a rating system. The final result is a rating for individual airlines with interval scale properties that is comparable across airlines and across time. The Airline Quality Rating (AQR) is a weighted average of multiple elements (see Table 1) important to consumers when judging the quality of airline services. Elements considered for inclusion in the rating scale were screened to meet two basic criteria; 1) an element must be obtainable from published data sources for each airline; and 2) an element must have relevance to consumer concerns regarding airline quality. Data for the elements used in calculating the ratings represent performance aspects (on-time arrival, mishandled baggage, involuntary denied boardings, and 12 customer complaint areas) of airlines that are important to consumers. All of the elements are reported in the Air Travel Consumer Report maintained by the U.S. Department of Transportation.

5 Weights were established by surveying 65 airline industry experts regarding their opinion as to what consumers would rate as important (on a scale of 0 to 10) in judging airline quality. Also, each weight and element was assigned a plus or minus sign to reflect the nature of impact for that criterion on a consumer's perception of quality. For instance, the criteria of on-time arrival performance are included as a positive element because it is reported in terms of on-time successes, suggesting that a higher number is favorable to consumers. The weight for these criteria is high due to the importance most consumers place on this aspect of airline service. Conversely, the criteria that includes mishandled baggage is included as a negative element because it is reported in terms of mishandled bags per passengers served, suggesting that a higher number is unfavorable to consumers. Because having baggage arrive with passengers is important to consumers the weight for this criteria is also high. Weights and positive/negative signs are independent of each other. Weights reflect importance of the criteria in consumer decision-making, while signs reflect the direction of impact that the criteria should have on the consumer's rating of airline quality. When all criteria, weights and impacts are combined for an airline and averaged over the year, a single interval scaled value is obtained. This value is comparable across airlines and across time periods. The Airline Quality Rating criteria and the weighted average methodology allow a focused comparison of airline domestic performance. Unlike other consumer opinion approaches that rely on consumer surveys and subjective opinion, the AQR continues to use a mathematical formula that takes multiple weighted objective criteria into account in arriving at a single, fully comparable rating for airline industry performance. The Airline Quality Rating provides both consumers and industry watchers a means for looking at comparative quality for each airline on a timely basis, using objective, performance-based data. Over the years, the Airline Quality Rating has often been cited as an industry standard for comparing airline performance. With the continued global trend in airline operations alliances, the argument becomes even stronger for the Airline Quality Rating to be used as a standard method for comparing the quality of airline performance for international operations as well.

6 Table 1 AIRLINE QUALITY RATING CRITERIA, WEIGHTS AND IMPACT CRITERIA WEIGHT IMPACT (+/-) OT On-Time DB Denied Boardings MB Mishandled Baggage CC Customer Complaints Flight Problems Oversales Reservations, Ticketing, and Boarding Fares Refunds Baggage Customer Service Disability Advertising Discrimination Animals Other Data for all criteria is drawn from the U.S. Department of Transportation's monthly Air Travel Consumer Report. ( The formula for calculating the AQR score is: (+8.63 x OT) + (-8.03 x DB) + (-7.92 x MB) + (-7.17 x CC) AQR = ( )

7 What the Airline Quality Rating Tells Us About 2002 The Airline Quality Rating industry average score shows an industry that is improving in quality relative to customer performance criteria. All of the largest carriers, except Northwest and American Eagle, show improvement in their overall AQR scores for AQR scores for Northwest Airlines in 2002 were virtually unchanged from their 2001 levels, while American Eagle Airlines was the only airline with a noticeable decline in AQR score for United Airlines registered the largest improvement in AQR score over the past year. AQR results for 2002 indicate that: The Airline Quality Rating industry average score shows an industry that is improving in quality relative to customer performance criteria. For 2002 the overall industry average AQR score was better than in As an industry, the AQR criteria shows that on-time arrival percentage improved (82.1% in 2002 compared to 77.4% in 2001), involuntary denied boardings per passenger served decreased (0.72 per 10,000 passengers in 2002 compared to 0.86 per 10,000 passengers in 2001), mishandled baggage rates improved (3.84 per 1,000 passengers in 2002 versus 4.55 per 1,000 passengers in 2001), and consumer complaint rates decreased (1.22 per 100,000 passengers in 2002 compared to 2.11 per 100,000 passengers in 2001). Taken together, the AQR score for the industry improved from a level of.60 for 2001 to.19 in Alaska Airlines had a positive gain in their AQR score for Consistent solid improvement in the areas of on-time performance (78.0% in 2002 compared to 69.0% in 2001), involuntary denied boardings (1.17 per 10,000 passengers in 2002 compared to 1.36 in 2001), customer complaints (0.91 per 100,000 passengers in 2002 compared to 1.27 in 2001), and an industry best baggage handling rate (2.63 mishandled bags per 1,000 passengers in 2002 compared to 3.00 in 2001) helped Alaska Airlines stay near the top of the ratings. America West Airlines showed improvement in their AQR score for On-time performance improved by over 8% in 2002 (82.9% in 2002 from 74.8% in 2001). The rate of mishandled baggage improved from 4.22 in 2001 to 3.55 in Consumer complaints were reduced by over 50%, (1.63 in 2002 from 3.72 in 2001) for the second year in a row. Denied boarding rates also improved, moving from 0.38 per 10,000 passengers served in 2001 to 0.20 in American Airlines AQR score for 2002 was improved. Their improvement in AQR score reflects better performance for on-time arrivals (83.8% in 2002 compared to 75.9% in 2001), mishandled baggage rates (4.27 in 2002 compared to 4.60 in 2001), denied boardings rates (0.31 in 2002 compared to 0.36 in 2001), and an almost 50% reduction in the rate of customer complaints (1.29 in 2002 from 2.51 in 2001).

8 American Eagle Airlines was included in the AQR for the first time in American Eagle was the industry best for 2002 in denied boardings (0.19 for 2002 down from 0.43 per 10,000 passengers in 2001) performance. The airline also showed big improvements in the rate of customer complaints (0.60 in 2002 compared to 1.70 per 100,000 passengers in 2001). On-time performance was 79.1% in 2002 compared to 71.0% for Their mishandled baggage rate was the most improved of all airlines rated, dropping from per 1,000 passengers in 2001 to 9.81 per 1,000 passengers in This was, however, the highest mishandled baggage rate of all airlines rated. Continental Airlines posted improved performance in all of the criteria in the AQR. Better performance in on-time arrivals (83.5% in 2002 versus 80.7% in 2001), denied boardings rate (0.87 in 2002 compared to 1.51 in 2001), mishandled baggage (3.14 in 2002 compared to 4.29 in 2001), and customer complaint rate (1.41 in 2002 down from 2.23 in 2001) was enough to make them one of the most improved airlines rated in Delta Airlines AQR score for 2002 reflects improvement in on-time arrival percentage (80.0% in 2002 compared to 78.0% in 2001) and mishandled baggage rate (3.57 in 2002 versus 4.11 in 2001), and customer complaint rate (1.37 in 2002 compared to 2.16 in 2001). The only negative for Delta was a more than 40% increase in the rate of denied boardings (2001 rate of 0.77 compared to 2002 rate of 1.11) for a second consecutive year. Northwest Airlines posted improvements in two of the four areas of the AQR for The rate of mishandled baggage increased from 4.19 per 1,000 passengers in 2001 to 4.52 per 1,000 passengers in Northwest was the only airline to have an increased mishandled baggage rate for On-time arrival performance moved from 79.7% in 2001 to 80.8% in Denied boardings increased from 0.45 per 10,000 passengers in 2001 to 0.60 per 10,000 passengers in An improvement in customer complaint rate from 1.97 per 100,000 passengers in 2001 to 1.45 per 100,000 passengers in 2002 was consistent with others in the industry. Southwest Airlines recorded improvement in on-time arrival percentage (82.6% in 2002 from 81.7% in 2001), involuntary denied boarding rates (1.09 per 10,000 passengers in 2002 from 1.50 per 10,000 passengers in 2001), mishandled baggage rates (3.52 per 1,000 passengers in 2002 compared to 4.77 per 1,000 passengers in 2001), and customer complaint rates (0.33 per 100,000 passengers in 2002 compared to 0.38 per 100,000 passengers in 2001). Southwest Airlines is consistently the airline with the lowest customer complaint rate in the industry (0.33 per 100,000 passengers in 2002 compared to an industry rate of 1.22 per 100,000 passengers).

9 United Airlines had the greatest improvement in on-time arrival performance, going from 73.5% in 2001 to an industry leading 84.0% in Performance regarding denied boardings (0.69 per 10,000 passengers in 2002 compared to 0.92 in 2001), mishandled baggage (3.76 per 1,000 passengers in 2002 compared to 5.07 in 2001), and consumer complaints (1.71 in 2002 compared to 3.24 per 100,000 passengers in 2001) were all improved for Consumer complaints were nearly halved and on-time performance increased by 10.5% in 2002 for United. US Airways shows improvement in three of the four criteria tracked for Closer inspection reveals that US Airways performed better in on-time arrival percentage (83.4% in 2002 compared to 78.2% in 2001), mishandled baggage rate (2.95 in 2002 compared to 3.86 in 2001), and customer complaint rate (1.13 in 2002 compared to 1.87 in 2001). Denied boardings for 2002 (0.35 per 10,000 passengers) were virtually unchanged from 2001 (0.34 per 10,000 passengers).

10 Previous Airline Quality Reports Bowen, Brent D., Dean E. Headley and Jacqueline R. Luedtke (1991), Airline Quality Rating, National Institute for Aviation Research Report 911, Wichita, Kansas. Bowen, Brent D., and Dean E. Headley (1992), Airline Quality Rating Report 1992, National Institute for Aviation Research Report 921, Wichita, Kansas. Bowen, Brent D., and Dean E. Headley (1993), Airline Quality Rating Report 1993, National Institute for Aviation Research Report 931, Wichita, Kansas. Bowen, Brent D., and Dean E. Headley (1994), Airline Quality Rating Report 1994, National Institute for Aviation Research Report 941, Wichita, Kansas. Bowen, Brent D., and Dean E. Headley (1995), Airline Quality Rating Report 1995, National Institute for Aviation Research Report 951, Wichita, Kansas. Bowen, Brent D., and Dean E. Headley (1996), Airline Quality Rating 1996, W. Frank Barton School of Business, Wichita, Kansas. Bowen, Brent D., and Dean E. Headley (1997), Airline Quality Rating 1997, W. Frank Barton School of Business, Wichita, Kansas. Bowen, Brent D., and Dean E. Headley (1998), Airline Quality Rating 1998, W. Frank Barton School of Business, Wichita, Kansas. Bowen, Brent D., and Dean E. Headley (1999), Airline Quality Rating 1999, W. Frank Barton School of Business, Wichita, Kansas. Bowen, Brent D., and Dean E. Headley (2000), Airline Quality Rating 2000, W. Frank Barton School of Business, Wichita, Kansas. Bowen, Brent D., and Dean E. Headley (2001), Airline Quality Rating 2001, W. Frank Barton School of Business, Wichita, Kansas. Bowen, Brent D., and Dean E. Headley (2002), Airline Quality Rating 2002, W. Frank Barton School of Business, Wichita, Kansas. For more information contact either: Dr. Dean E. Headley, Associate Professor Dr. Brent D. Bowen, Director W. Frank Barton School of Business Aviation Institute Wichita State University University of Nebraska at Omaha 301 Clinton Hall Allwine Hall 422 Wichita, KS Omaha, NE Office: (316) Office: (402) FAX: FAX:

11 Detail of Airline Performance Since the Airline Quality Rating is comparable across airlines and across time, monthly rating results can be examined both individually and collectively. The following pages outline the AQR scores for the industry and for each airline by month for For comparison purposes, results are also displayed for A composite industry average chart that combines the airlines tracked is shown at first, with individual airline performance charts following in alphabetical order.

12 Airline Quality Rating Scores 2002* 2001** AQR Score Rank AQR Score Rank AQR Score Rank AQR Score Rank Alaska America West American American Eagle xxxxx x xxxxx x Continental Delta Northwest Southwest Trans World xxxxx x United U.S. Airways Industry *Scores and Rankings for 2002 reflect the removal of TWA from the group of airlines tracked. **Scores and Rankings for 2001 reflect the addition of American Eagle to the group of airlines tracked.

13 Airline Quality Rating Average AQR Scores by Airline AQRSCores AL AW AA AE CO DL NW SW TW UN US Airlines Rated

14 Airline Quality Rating Industry Monthly Scores J F M A M J J A S O N D J F M A M J J A S O N D J F M A M J J A S O N D AQR Scores

15 Airline Quality Rating U.S. Airline Industry by Month AQR Scores J F M A M J J A S O N D Month

16 Airline Quality Rating Alaska Airlines by Month AQR Scores J F M A M J J A S O N D Month

17 Airline Quality Rating Alaska Airlines AQR Scores J F M A M J J A S O N D J F M A M J J A S O N D Month 2002

18 Airline Quality Rating America West Airlines by Month AQR Scores J F M A M J J A S O N D Month

19 Airline Quality Rating America West Airlines AQR Scores J F M A M J J A S O N D J F M A M J J A S O N D Month 2002

20 Airline Quality Rating American Airlines by Month AQR Scores J F M A M J J A S O N D Month

21 Airline Quality Rating American Airlines AQR Scores J F M A M J J A S O N D J F M A M J J A S O N D Month 2002

22 Airline Quality Rating American Eagle Airlines by Month AQR Scores J F M A M J J A S O N D Month

23 Airline Quality Rating American Eagle Airlines AQR Scores J F M A M J J A S O N D J F M A M J J A S O N D Month 2002

24 Airline Quality Rating Continental Airlines by Month AQR Scores J F M A M J J A S O N D Month

25 Airline Quality Rating Continental Airlines AQR Scores J F M A M J J A S O N D J F M A M J J A S O N D Month 2002

26 Airline Quality Rating Delta Airlines by Month AQR Scores J F M A M J J A S O N D Month

27 Airline Quality Rating Delta Airlines AQR Scores J F M A M J J A S O N D J F M A M J J A S O N D Month 2002

28 Airline Quality Rating Northwest Airlines by Month AQR Scores J F M A M J J A S O N D Month

29 Airline Quality Rating Northwest Airlines AQR Scores J F M A M J J A S O N D J F M A M J J A S O N D Month 2002

30 Airline Quality Rating Southwest Airlines by Month AQR Scores J F M A M J J A S O N D Month

31 Airline Quality Rating Southwest Airlines AQR Scores J F M A M J J A S O N D J F M A M J J A S O N D Month 2002

32 Airline Quality Rating United Airlines by Month AQR Scores J F M A M J J A S O N D Month

33 Airline Quality Rating United Airlines AQR Scores J F M A M J J A S O N D J F M A M J J A S O N D Month 2002

34 Airline Quality Rating US Airways by Month AQR Scores J F M A M J J A S O N D Month

35 Airline Quality Rating US Airways AQR Scores J F M A M J J A S O N D J F M A M J J A S O N D Month 2002

36 APPENDIX Detail of Frequently Cited Airline Performance Criteria Consumer interest remains high regarding such issues as on-time performance, mishandled baggage, involuntary denied boardings (bumping), and treatment of customers. Since these criteria are central to the AQR calculations, it is important to provide more complete data for individual airlines in these areas. The following data tables and charts provide a detailed look at the performance of each of the 10 largest U.S. airlines for 2002 and for 2001 regarding on-time arrivals, mishandled baggage, involuntary denied boardings, and consumer complaints. Data were drawn from the U.S. Department of Transportation monthly Air Travel Consumer Report. We offer some observations in areas of concern to most consumers (on-time arrivals, mishandled bags, denied boardings, consumer complaints, and safety). This information can be useful in helping the less familiar consumer gain a perspective on issues of interest in the airline industry. Additional tables are included that give an overview of consumer complaints by type for 2002 and on-time arrival and departure information for the busiest airports. The final pages of this appendix outline the Airline Quality Rating criteria definitions for reference and clarity in fully understanding the nature of the data reported.

37 2001 On-Time Arrival Percentage by Month for U.S. Airlines Jan Feb Mar Apr May Jun Jul Aug Sep 1 Oct Nov Dec Average Alaska America West American American Eagle Continental Delta Northwest Southwest United US Airways Monthly Avg Reflects On-Time performance for September 1 thru 10, 2001 only. 2 Monthly and annual average percentages include TWA operations during the entire year of 2001, even though TWA is not listed in the table. Source: Air Travel Consumer Report, U.S. Department of Transportation, Office of Aviation Enforcement and Proceedings On-Time Arrival Percentage by Month for U.S. Airlines Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Average Alaska America West American American Eagle Continental Delta Northwest Southwest United US Airways Monthly Avg Source: Air Travel Consumer Report, U.S. Department of Transportation, Office of Aviation Enforcement and Proceedings.

38 2001 On-Time Arrival Ranking by Month for U.S. Airlines 1 Jan Feb Mar Apr May Jun Jul Aug Sep* Oct Nov Dec Ranking Alaska America West American American Eagle Continental Delta Northwest Southwest United US Airways Rankings reflect the removal of TWA for * Rankings are based on On-Time performance for September 1 thru 10, 2001 only. Source: Air Travel Consumer Report, U.S. Department of Transportation, Office of Aviation Enforcement and Proceedings On-Time Arrival Ranking by Month for U.S. Airlines Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Ranking Alaska America West American American Eagle Continental Delta Northwest Southwest United US Airways Source: Air Travel Consumer Report, U.S. Department of Transportation, Office of Aviation Enforcement and Proceedings

39 On-Time Performance for Selected* U.S. Airports January - June 2002 JAN FEB MAR APR MAY JUN % On-Time % On-Time % On- Time % On- Time % On- Time % On- Time Arr. Dep. Arr. Dep. Arr. Dep. Arr. Dep. Arr. Dep. Arr. Dep. ATL BWI BOS CLT ORD CVG DFW DEN DTW IAH LAS LAX MIA MSP LGA EWR MCO PHL PHX PIT SLC SAN OAK SFO SJC SEA STL TPA DCA *Selected based on average number of reported operations exceeding 5,000 per month. ATL Atlanta DFW Dallas MIA Miami PHX Phoenix SJC San Jose BWI Baltimore DEN Denver MSP Minn./St.Paul PIT Pittsburgh SEA Seattle BOS Boston DTW Detroit LGA LaGuardia SLC Salt Lake City STL St. Louis CLT Charlotte IAH Houston EWR Newark SAN San Diego TPA Tampa ORD Chicago LAS Las Vegas MCO Orlando OAK San Francisco DCA Reagan Nat l CVG Cincinnati LAX Los Angeles PHL Philadelphia SFO San Francisco

40 On-Time Performance for Selected* U.S. Airports July - December 2002 JUL AUG SEP OCT NOV DEC % On-Time % On-Time % On- Time % On- Time % On- Time % On- Time Arr. Dep. Arr. Dep. Arr. Dep. Arr. Dep. Arr. Dep. Arr. Dep. ATL BWI BOS CLT ORD CVG DFW DEN DTW IAH LAS LAX MIA MSP LGA EWR MCO PHL PHX PIT SLC SAN OAK xxxx xxxx SFO SJC SEA STL TPA DCA *Selected based on average number of reported operations exceeding 5,000 per month. ATL Atlanta DFW Dallas MIA Miami PHX Phoenix SJC San Jose BWI Baltimore DEN Denver MSP Minn./St.Paul PIT Pittsburgh SEA Seattle BOS Boston DTW Detroit LGA LaGuardia SLC Salt Lake City STL St. Louis CLT Charlotte IAH Houston EWR Newark SAN San Diego TPA Tampa ORD Chicago LAS Las Vegas MCO Orlando OAK San Francisco DCA Reagan Nat l CVG Cincinnati LAX Los Angeles PHL Philadelphia SFO San Francisco

41 2001 Involuntary Denied Boardings by Quarter for U.S. Airlines (per 10,000 passengers) 1st 2nd 3rd 4th Quarter Quarter Quarter Quarter Annual 1 Alaska * * America West * * American * * American Eagle * * Continental * * Delta * * Northwest * * Southwest * * United * * US Airways * * Industry Average * * 1 Rates reflect the removal of TWA for *3 rd Quarter and Annual Denied Boarding rates reflect performance data for September 1 thru 10, 2001 as part of the rates. Source: Air Travel Consumer Report, U.S. Department of Transportation, Office of Aviation Enforcement and Proceedings Involuntary Denied Boardings by Quarter for U.S. Airlines (per 10,000 passengers) 1st 2nd 3rd 4th Quarter Quarter Quarter Quarter Annual Alaska America West American American Eagle Continental Delta Northwest Southwest United US Airways Industry Average Source: Air Travel Consumer Report, U.S. Department of Transportation, Office of Aviation Enforcement and Proceedings.

42 2001 Mishandled Baggage by Month for U.S. Airlines 1 (per 1,000 passengers) Jan Feb Mar Apr May Jun Jul Aug Sep* Oct Nov Dec Annual Alaska America West American American Eagle Continental Delta Northwest Southwest United US Airways Monthly Avg Rates reflect the removal of TWA for *Reflects Mishandled Baggage performance for September 1 thru 10, 2001 only. Source: Air Travel Consumer Report, U.S. Department of Transportation, Office of Aviation Enforcement and Proceedings Mishandled Baggage by Month for U.S. Airlines (per 1,000 passengers) Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Annual Alaska America West American American Eagle Continental Delta Northwest Southwest United US Airways Monthly Avg Source: Air Travel Consumer Report, U.S. Department of Transportation, Office of Aviation Enforcement and Proceedings.

43 2001 Mishandled Baggage Rankings by Month for U.S. Airlines 1 Jan Feb Mar Apr May Jun Jul Aug Sep* Oct Nov Dec Ranking Alaska America West American American Eagle Continental Delta Northwest Southwest United US Airways Rankings reflect the removal of TWA for *Rankings are based on Mishandled Baggage performance for September 1 thru 10, 2001 only. Source: Air Travel Consumer Report, U.S. Department of Transportation, Office of Aviation Enforcement and Proceedings Mishandled Baggage Rankings by Month for U.S. Airlines Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Ranking Alaska America West American American Eagle Continental Delta Northwest Southwest United US Airways Source: Air Travel Consumer Report, U.S. Department of Transportation, Office of Aviation Enforcement and Proceedings.

44 2001 Total Complaints to Department of Transportation by Month for U.S. Airlines 1 (per 100,000 passengers) Jan Feb Mar Apr May Jun Jul Aug Sep Oct* Nov* Dec* Annual Alaska America West American American Eagle Continental Delta Northwest Southwest United US Airways Monthly Avg Rates reflect the removal of TWA for *During this month, U.S. Government offices in the Washington, D.C. area experienced mail delivery problems, which may have affected the complaint totals. Source: Air Travel Consumer Report, U.S. Department of Transportation, Office of Aviation Enforcement and Proceedings Total Complaints to Department of Transportation by Month for U.S. Airlines (per 100,000 passengers) Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Annual Alaska America West American American Eagle Continental Delta Northwest Southwest United US Airways Monthly Avg Source: Air Travel Consumer Report, U.S. Department of Transportation, Office of Aviation Enforcement and Proceedings.

45 2001 Total Complaints to Department of Transportation Rankings by Month for U.S. Airlines 1 Jan Feb Mar Apr May Jun Jul Aug Sep Oct* Nov* Dec* Ranking Alaska America West American American Eagle Continental Delta Northwest Southwest United US Airways Rankings reflect the removal of TWA for *During this month, U.S. Government offices in the Washington, D.C. area experienced mail delivery problems, which may have affected complaint totals and rankings. Source: Air Travel Consumer Report, U.S. Department of Transportation, Office of Aviation Enforcement and Proceedings Total Complaints to Department of Transportation by Month for U.S. Airlines Rankings Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Ranking Alaska America West American American Eagle Continental Delta Northwest Southwest United US Airways Source: Air Travel Consumer Report, U.S. Department of Transportation, Office of Aviation Enforcement and Proceedings

46 Overview of Complaints Received by Department of Transportation 2002 and 2001 Top Four Categories 2 Complaints Complaints Complaints of Complaints to All For All Airlines 1 for U.S. Airlines for Top 10 Airlines U.S. Airlines, Jan CS FP RF BG Feb FP CS BG RF Mar FP CS BG RF Apr FP CS BG TB May FP CS BG TB Jun FP CS BG TB Jul FP CS BG TB Aug FP TB CS RF Sep CS TB FP BG Oct FP CS TB BG Nov FP BG CS TB Dec CS FP BG RF 9,471 16,508 7,698 14,076 6,229 10,891 FP CS BG TB RF Percent (%) of All Complaints for U.S. Airlines in these Categories for Total number includes complaints for all U.S. airlines + foreign airlines + travel agents + tour operators + miscellaneous sources. 2 FP = Flight Problems; CS = Customer Service; BG = Baggage; TB = Reservations, Ticketing, and Boarding; RF = Refunds. Details of categories and definitions are in appendix. 3 During this month, U.S. Government offices in the Washington, D.C. area experienced mail delivery problems, which may have affected the complaint totals. Source: Air Travel Consumer Report, U.S. Department of Transportation, Office of Aviation Enforcement and Proceedings.

47 Some Interesting Facts About U.S. Airlines Approximately 470 million people boarded one of the 10 largest U.S. carriers to fly somewhere inside the U.S. in 2002 (down from 488 million in 2001). This does not consider those travelers that boarded a flight in the U.S. and went to an international destination. Regional and commuter carriers accounted for an additional estimated 83 million passengers flying domestic routes as well (also 83 million in 2001). This totals to an estimated 553 million people flying to destinations within the U.S. in 2002 (down from 571 million in 2001). With the economic down-turn since late 2000, the 9/11/01 terrorist attacks, and the military action in Iraq, passenger volumes have dropped by about 20%. As long as the economy stays weak and military action abroad is a concern, the flying public will not use air travel at previous volumes. Growth and a return to previous volumes are predicted at a moderate pace over the next several years. Mishandled Baggage: Your chance of having a bag mishandled or lost depends on how you use the baggage system, but about one out of every 250 checked bags are reported mishandled. Most bags are returned to the traveler within 48 hours. Only a very few are completely lost and never returned. The ten largest U.S. airlines averaged 3.84 mishandled bags per 1,000 passengers in 2002, a decrease over the 2001 rate of The worst months for baggage handling were January (4.69) and December (4.91). The fewest bags were mishandled in September (3.04), and November (3.16). The airline that mishandled bags most often was American Eagle (9.81). The airline that mishandled bags least often was Alaska Airlines (2.63). On-Time Arrival: On-time arrivals are affected by many uncontrollable factors. When just the more controllable elements are considered, the ten largest U.S. carriers maintained an 82.1% ontime arrival record for This was better than the 77.4% on-time arrival record for the industry in Worst on-time arrival performer for 2002: Alaska (78.0%). Best on-time arrival performer for 2002: United (84.0%). The most troublesome months to fly in 2002 (lowest on-time arrival performance for the industry) were December (78.3%) and March and June (78.6% each). The most successful on-time arrival months for the industry in 2002 were September (88.0%), November (85.2%), and February (84.7%).