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Air Travel Consumer Report

A PRODUCT OF THE OFFICE OF AVIATION CONSUMER PROTECTION

50TH ANNIVERSARY EDITION

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

Issued: March 2021

Flight Delays1 January 2021 Mishandled Baggage, Wheelchairs, and Scooters 1 January 2021 Oversales1 4th Quarter 2020

Consumer Complaints2 January 2021 (Includes Disability and Discrimination Complaints)

Airline Animal Incident Reports4 January 2021 Customer Service Reports to the Dept. of Homeland Security3 January 2021

http://www.bts.gov/

http://www.transportation.gov/airconsumer

TABLE OF CONTENTS

Section Page

Introduction 3

Flight Delays

Explanation 4

Branded Codeshare Partners 5

Table 1 6

Overall Percentage of Reported Flight

Operations Arriving On-Time, by Reporting Marketing Carrier

Table 1A 7

Overall Percentage of Reported Flight

Operations Arriving On-Time, by Reporting Operating Carrier

Table 1B 8

Overall Percentage of Reported Flight

Operations Arriving On-Time, by Reporting Marketing Carrier, Rank by Month, and Year-to-Date (YTD)

Table 2 9

Number of Reported Flight Arrivals and Percentage Arriving On-Time, by Reporting Marketing Carrier and Airport

Table 2A 13

Number of Reported Flight Arrivals and Percentage Arriving On-Time, by Reporting Operating Carrier and Airport

Table 3 17

Percentage of Reporting Carriers' Flight Operations Arriving On-Time, by Airport and Time of Day

Table 4 19

Percentage of Reporting Carriers' Flight Operations Departing On-Time, by Airport and Time of Day

Table 5 21

On-Time Arrival and Departure

Percentage, by Airport by Reporting Operating Carrier

Table 6 26

Overall Number and Percentage of Flight Cancellations, by Reporting Marketing Carrier

Table 6A 27

Overall Number and Percentage of Flight Cancellations, by Reporting Operating Carrier

Table 7 28

Causes of the Delay by Reporting Marketing Carrier

Table 7A 29

Causes of the Delay by Reporting Operating Carrier

Table 7B 30

Causes of the Delay by Reporting Operating Carrier, chart

Section Page

Flight Delays (continued)

Table 8 31

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 32

Tarmac Delays Over 4 Hours, By Marketing/Operating Carrier

Appendix 33

Mishandled Baggage

Explanation 34

Ranking- by Marketing Carrier (Monthly) 35

Ranking- by Operating Carrier (Monthly) 36

Mishandled Wheelchairs and Scooters

Explanation 37

Ranking- by Marketing Carrier (Monthly) 38

Ranking- by Operating Carrier (Monthly) 39

Oversales

Explanation 40

Ranking- by Marketing Carrier (Quarterly) 41

Ranking- by Operating Carrier (Quarterly) 42

Consumer Complaints

Explanation 43

Complaint Tables 1-5 44

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

Table 6 51

List of U.S. Marketing Carriers (Non-Ranked, in Alphabetic Order).

Table 6A 52

Rankings, U.S. Operating Carriers

Civil Rights Complaints by Air Travelers, Other than Disability (Monthly) 53

Complaint Categories 54

Airline Reports to DOT of Incidents Involving the Loss, Injury,

Or Death of Animals during Air Transportation (Monthly) 55

Customer Service Reports to the Department of Homeland Security 56

AIR TRAVEL CONSUMER REPORT

MARCH 2021

50TH ANNIVERSARY EDITION

This month marks the 50th anniversary of the U.S. Department of Transportation’s Air Travel Consumer Report (ATCR). The ATCR, a monthly

publication of airline operational data, was originally published by the Civil Aeronautics Board (predecessor to DOT) in March 1971. It is designed

to inform consumers about the quality of the services that airlines provide.

Now in its 50th year, the ATCR has grown from a report containing only complaint data to a report that provides airline performance data to the

public on a range of issues, including flight delays, cancellations, mishandled baggage, mishandled wheelchairs and scooters, oversales and consumer

complaints. The ATCR’s performance tables, particularly the rankings, are widely accepted as important indicators of the airlines’ quality of service,

and are frequently referred to in news reports, industry analyses, academic studies, and consumer commentaries and forums.

For half a century, the ATCR has shined statistical light on airlines’ operations and it will continue to do so in the future.

The report is divided into sections (Flight Delays, Mishandled Baggage Wheelchairs and Scooters, 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 concerning flight delays, mishandled baggage, wheelchairs and scooters and oversales are based on data collected by

the Department’s Bureau of Transportation Statistics. The section concerning consumer complaints is based on data compiled by the Office of

Aviation Consumer Protection. The section concerning 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 airlines

are required to submit to the OACP. 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

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 seventeen (17) 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 the 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 17 reporting air carriers, 14 carriers (Alaska, Delta, Endeavor,

Envoy, Horizon, JetBlue, PSA, Republic, Hawaiian, Mesa, SkyWest, Spirit, Southwest, and United) use ACARS, one carrier (American) uses a combination of ACARS and DGS, and two carriers (Allegiant, and

Frontier) use a combination of ACARS and a manual system.

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 reporting 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 p.m. Dallas time. Table 5 lists all airports for which there are reports this month 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 reporting flights at all airports and for the air carriers’ domestic

system. Table 7 and 7A displays airline flight delay causation data by categories, and Table 7B 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 at: https://www.bts.gov/topics/airlines-and-airports/airline-information-download. Additional summary

data for airports and airlines can be found at BTS’ Flight Delays at-a-Glance at: https://www.bts.gov/browse-statistical-products-and-data/bts-publications/airline-service-quality-performance-234-time. 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.

https://www.faa.gov/airports/planning_capacity/passenger_allcargo_stats/categories/

https://www.transtats.bts.gov/ONTIME/

https://www.bts.gov/topics/airlines-and-airports/airline-information-download

https://www.bts.gov/browse-statistical-products-and-data/bts-publications/airline-service-quality-performance-234-time

http://www.transtats.bts.gov/OT_Delay/OT_DelayCause1.asp

AIR TRAVEL CONSUMER REPORT

BRANDED CODESHARE PARTNERS

JANUARY 2021

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

Hawaiian Airlines Branded Codeshare

Partners

United Airlines Branded Codeshare Partners

Envoy Air Horizon Air Endeavor Air Empire Airlines Air Wisconsin Airlines

Mesa Airlines SkyWest Airlines Republic Airways Commutair

Piedmont Airlines SkyWest Airlines GoJet Airlines

PSA Airlines Mesa Airlines

Republic Airways Republic Airways

SkyWest Airlines SkyWest Airlines

AIR TRAVEL CONSUMER REPORT

TABLE 1. OVERALL PERCENTAGE OF REPORTED FLIGHT OPERATIONS ARRIVING ON-TIME BY REPORTING MARKETING CARRIER

JANUARY 2021

AT ALL US AIRPORTS

CARRIER1 NUMBER OF AIRPORTS REPORTED

PERCENT OF ON-TIME ARRIVALS

RANK

HAWAIIAN AIRLINES NETWORK 20 94.5 1

- HAWAIIAN AIRLINES 18 94.7

- BRANDED CODESHARE PARTNERS 3 89.3

ALASKA AIRLINES NETWORK 101 91.8 2

- ALASKA AIRLINES 71 91.8

- BRANDED CODESHARE PARTNERS 55 91.7

DELTA AIR LINES NETWORK 202 91.1 3

- DELTA AIR LINES 100 90.7

- BRANDED CODESHARE PARTNERS 185 91.6

FRONTIER AIRLINES 93 90.9 4

SOUTHWEST AIRLINES 93 90.9 5

UNITED AIRLINES NETWORK 236 89.0 6

- UNITED AIRLINES 85 90.9

- BRANDED CODESHARE PARTNERS 225 88.0

SPIRIT AIRLINES 46 88.8 7

AMERICAN AIRLINES NETWORK 229 86.4 8

- AMERICAN AIRLINES 89 88.9

- BRANDED CODESHARE PARTNERS 215 84.8

ALLEGIANT AIR 119 80.5 9

JETBLUE AIRWAYS 56 77.6 10

TOTAL AIRPORTS SERVED 366 89.0

1. All U.S. airlines with at least 0.5 percent of total domestic scheduled service passenger revenues plus any branded codeshare partners.

AIR TRAVEL CONSUMER REPORT

TABLE 1A. OVERALL PERCENTAGE OF REPORTED FLIGHT OPERATIONS ARRIVING ON-TIME BY REPORTING OPERATING CARRIER

JANUARY 2021

AT ALL US AIRPORTS

CARRIER1 NUMBER OF AIRPORTS REPORTED

PERCENT OF ON-TIME ARRIVALS

RANK

HAWAIIAN AIRLINES 18 94.7 1

ENDEAVOR AIR 117 92.7 2

ALASKA AIRLINES 71 91.8 3

HORIZON AIR 48 91.0 4

FRONTIER AIRLINES 93 90.9 5

UNITED AIRLINES 85 90.9 6

SOUTHWEST AIRLINES 93 90.9 7

DELTA AIR LINES 100 90.7 8

REPUBLIC AIRWAYS 87 90.2 9

AMERICAN AIRLINES 89 88.9 10

SPIRIT AIRLINES 46 88.8 11

SKYWEST AIRLINES 220 88.6 12

MESA AIRLINES 95 86.7 13

PSA AIRLINES 89 85.3 14

ENVOY AIR 141 83.0 15

ALLEGIANT AIR 119 80.5 16

JETBLUE AIRWAYS 56 77.6 17

TOTAL AIRPORTS SERVED 357 89.2

1. All U.S. airlines with at least 0.5 percent of total domestic scheduled service passenger revenues.

AIR TRAVEL CONSUMER REPORT

TABLE 1B. OVERALL PERCENTAGE OF REPORTED FLIGHT OPERATIONS ARRIVING ON-TIME BY REPORTING MARKETING CARRIER RANK BY MONTH, AND YEAR-TO-DATE

JANUARY 2021

CARRIER1

Jan 21 Year-to-date

(YTD)

R a n

ALASKA AIRLINES NETWORK 91.8 2 91.8 2

- ALASKA AIRLINES 91.8 91.8

- BRANDED CODESHARE PARTNERS 91.7 91.7

ALLEGIANT AIR 80.5 9 80.5 9

AMERICAN AIRLINES NETWORK 86.4 8 86.4 8

- AMERICAN AIRLINES 88.9 88.9

- BRANDED CODESHARE PARTNERS 84.8 84.8

DELTA AIR LINES NETWORK 91.1 3 91.1 3

- DELTA AIR LINES 90.7 90.7

- BRANDED CODESHARE PARTNERS 91.6 91.6

FRONTIER AIRLINES 90.9 4 90.9 4

HAWAIIAN AIRLINES NETWORK 94.5 1 94.5 1

- HAWAIIAN AIRLINES 94.7 94.7

- BRANDED CODESHARE PARTNERS 89.3 89.3

JETBLUE AIRWAYS 77.6 10 77.6 10

SOUTHWEST AIRLINES 90.9 5 90.9 5

SPIRIT AIRLINES 88.8 7 88.8 7

UNITED AIRLINES NETWORK 89.0 6 89.0 6

- UNITED AIRLINES 90.9 90.9

- BRANDED CODESHARE PARTNERS 88.0 88.0

TOTAL 89.0 89.0

1. All U.S. airlines with at least 0.5 percent of total domestic scheduled service passenger revenues plus any branded codeshare partners.

AIR TRAVEL CONSUMER REPORT

TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON-TIME BY REPORTING MARKETING CARRIER AND AIRPORT (30 LARGEST AIRPORTS)

JANUARY 2021

ARRIVAL AIRPORT*

CARRIER

ATL BOS BWI CLT DCA DEN DFW DTW

# OF ARR % ON TIME

ALASKA AIRLINES NETWORK 31 87.1 43 83.7 31 87.1 0 0.0 76 93.4 111 96.4 110 86.4 16 93.8

- ALASKA AIRLINES 31 87.1 43 83.7 31 87.1 0 0.0 76 93.4 111 96.4 110 86.4 16 93.8

- BRANDED CODESHARE PARTNERS 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0

ALLEGIANT AIR 0 0.0 9 33.3 17 82.4 0 0.0 0 0.0 4 0.0 0 0.0 0 0.0

AMERICAN AIRLINES NETWORK 612 89.2 777 91.4 298 87.6 13827 88.0 1547 91.6 608 88.0 18033 79.6 416 88.2

- AMERICAN AIRLINES 371 89.2 610 92.0 229 88.6 5115 91.6 711 92.4 558 88.7 7790 83.7 175 89.1

- BRANDED CODESHARE PARTNERS 241 89.2 167 89.2 69 84.1 8712 85.9 836 90.9 50 80.0 10243 76.5 241 87.6

DELTA AIR LINES NETWORK 18488 92.1 1154 89.3 337 86.6 484 91.3 578 89.6 828 91.7 653 82.5 7418 91.0

- DELTA AIR LINES 12034 92.1 842 87.3 283 87.3 288 94.1 372 90.3 766 91.3 526 82.1 2925 91.0

- BRANDED CODESHARE PARTNERS 6454 92.1 312 94.9 54 83.3 196 87.2 206 88.3 62 96.8 127 84.3 4493 91.0

FRONTIER AIRLINES 169 92.3 15 100.0 35 88.6 49 91.8 62 87.1 1305 93.4 93 80.6 38 89.5

HAWAIIAN AIRLINES NETWORK 0 0.0 9 55.6 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0

- HAWAIIAN AIRLINES 0 0.0 9 55.6 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0

- BRANDED CODESHARE PARTNERS 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0

JETBLUE AIRWAYS 90 84.4 1195 78.4 0 0.0 11 100.0 192 78.1 42 85.7 29 82.8 23 91.3

SOUTHWEST AIRLINES 1933 90.9 255 87.5 3653 89.5 179 92.7 346 88.2 4841 92.5 0 0.0 239 83.3

SPIRIT AIRLINES 601 88.9 193 89.6 321 89.1 42 88.1 0 0.0 93 87.1 400 82.8 571 90.2

UNITED AIRLINES NETWORK 398 90.5 441 88.4 122 89.3 335 90.1 250 87.6 9316 91.0 430 81.2 329 86.3

- UNITED AIRLINES 129 92.2 370 88.9 69 88.4 64 84.4 60 86.7 3775 93.4 166 84.9 2 100.0

- BRANDED CODESHARE PARTNERS 269 89.6 71 85.9 53 90.6 271 91.5 190 87.9 5541 89.3 264 78.8 327 86.2

TOTAL 22,322 91.8 4,091 86.1 4,814 89.1 14,927 88.3 3,051 89.6 17,148 91.5 19,748 79.9 9,050 90.5

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

AIR TRAVEL CONSUMER REPORT

TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON-TIME BY REPORTING MARKETING CARRIER AND AIRPORT (30 LARGEST AIRPORTS)

JANUARY 2021

ARRIVAL AIRPORT*

CARRIER

EWR FLL HNL IAD IAH JFK LAS LAX

# OF ARR % ON TIME

ALASKA AIRLINES NETWORK 70 98.6 147 96.6 144 84.7 31 83.9 31 93.5 45 88.9 446 95.7 1463 93.1

- ALASKA AIRLINES 70 98.6 147 96.6 144 84.7 31 83.9 31 93.5 45 88.9 250 96.8 499 92.6

- BRANDED CODESHARE PARTNERS 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 196 94.4 964 93.4

ALLEGIANT AIR 19 21.1 164 74.4 0 0.0 0 0.0 0 0.0 0 0.0 488 86.9 55 60.0

AMERICAN AIRLINES NETWORK 312 91.3 470 87.7 147 91.2 138 80.4 511 86.1 324 89.8 731 90.2 1506 90.9

- AMERICAN AIRLINES 277 91.3 470 87.7 147 91.2 58 84.5 249 83.1 324 89.8 731 90.2 1257 91.6

- BRANDED CODESHARE PARTNERS 35 91.4 0 0.0 0 0.0 80 77.5 262 88.9 0 0.0 0 0.0 249 87.6

DELTA AIR LINES NETWORK 432 90.7 1011 85.3 218 78.4 310 87.1 460 85.9 1824 90.2 971 91.7 3045 92.6

- DELTA AIR LINES 239 91.2 999 85.3 218 78.4 131 91.6 280 88.9 1331 89.6 853 91.1 1844 91.7

- BRANDED CODESHARE PARTNERS 193 90.2 12 83.3 0 0.0 179 83.8 180 81.1 493 91.9 118 95.8 1201 93.9

FRONTIER AIRLINES 42 97.6 0 0.0 0 0.0 7 100.0 87 98.9 0 0.0 512 92.4 58 94.8

HAWAIIAN AIRLINES NETWORK 0 0.0 0 0.0 1384 96.0 0 0.0 0 0.0 14 85.7 60 91.7 74 79.7

- HAWAIIAN AIRLINES 0 0.0 0 0.0 1328 96.3 0 0.0 0 0.0 14 85.7 60 91.7 74 79.7

- BRANDED CODESHARE PARTNERS 0 0.0 0 0.0 56 87.5 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0

JETBLUE AIRWAYS 613 76.8 996 76.9 0 0.0 0 0.0 28 75.0 1055 76.2 98 72.4 405 90.6

SOUTHWEST AIRLINES 0 0.0 984 88.4 554 95.7 80 81.3 0 0.0 0 0.0 2982 94.6 1092 93.4

SPIRIT AIRLINES 328 90.5 1568 90.8 0 0.0 0 0.0 437 89.5 0 0.0 1052 91.9 492 80.9

UNITED AIRLINES NETWORK 3201 91.8 508 90.0 257 95.3 3896 89.5 7610 90.7 0 0.0 547 92.3 1755 91.5

- UNITED AIRLINES 1955 90.6 504 90.1 257 95.3 1190 88.2 2546 93.1 0 0.0 479 92.1 986 90.9

- BRANDED CODESHARE PARTNERS 1246 93.7 4 75.0 0 0.0 2706 90.1 5064 89.5 0 0.0 68 94.1 769 92.2

TOTAL 5,017 89.6 5,848 86.4 2,704 93.6 4,462 88.9 9,164 90.2 3,262 85.6 7,887 92.5 9,945 91.4

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

AIR TRAVEL CONSUMER REPORT

TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON-TIME BY REPORTING MARKETING CARRIER AND AIRPORT (30 LARGEST AIRPORTS)

JANUARY 2021

ARRIVAL AIRPORT*

CARRIER

LGA MCO MDW MIA MSP ORD PDX PHL

# OF ARR % ON TIME

ALASKA AIRLINES NETWORK 0 0.0 115 92.2 0 0.0 0 0.0 31 90.3 151 92.1 2212 90.8 31 87.1

- ALASKA AIRLINES 0 0.0 115 92.2 0 0.0 0 0.0 31 90.3 151 92.1 578 90.0 31 87.1

- BRANDED CODESHARE PARTNERS 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 1634 91.1 0 0.0

ALLEGIANT AIR 0 0.0 0 0.0 18 72.2 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0

AMERICAN AIRLINES NETWORK 664 88.9 878 87.9 0 0.0 3639 91.8 344 90.4 4845 84.9 189 86.2 4408 89.6

- AMERICAN AIRLINES 536 90.5 821 87.8 0 0.0 2447 91.4 212 90.1 1832 86.6 189 86.2 1271 90.2

- BRANDED CODESHARE PARTNERS 128 82.0 57 89.5 0 0.0 1192 92.4 132 90.9 3013 83.9 0 0.0 3137 89.3

DELTA AIR LINES NETWORK 1729 90.7 1384 89.2 93 86.0 639 90.5 7118 91.7 652 87.3 587 92.3 442 91.4

- DELTA AIR LINES 979 87.4 1356 89.6 0 0.0 639 90.5 2978 91.7 285 85.6 297 90.2 237 90.7

- BRANDED CODESHARE PARTNERS 750 95.1 28 67.9 93 86.0 0 0.0 4140 91.8 367 88.6 290 94.5 205 92.2

FRONTIER AIRLINES 57 91.2 834 86.0 0 0.0 189 85.7 25 92.0 134 87.3 29 96.6 215 88.8

HAWAIIAN AIRLINES NETWORK 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 59 88.1 0 0.0

- HAWAIIAN AIRLINES 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 59 88.1 0 0.0

- BRANDED CODESHARE PARTNERS 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0

JETBLUE AIRWAYS 64 73.4 795 75.5 0 0.0 0 0.0 13 92.3 51 68.6 11 63.6 127 76.4

SOUTHWEST AIRLINES 317 89.9 2248 89.8 3791 88.1 297 91.9 272 90.1 0 0.0 387 92.8 307 87.9

SPIRIT AIRLINES 177 84.7 1179 88.6 0 0.0 0 0.0 104 85.6 394 81.7 38 97.4 222 88.3

UNITED AIRLINES NETWORK 382 89.0 651 91.7 0 0.0 369 87.5 285 89.8 7857 83.9 249 93.2 269 89.6

- UNITED AIRLINES 177 88.7 651 91.7 0 0.0 368 87.5 121 91.7 2437 85.5 249 93.2 91 90.1

- BRANDED CODESHARE PARTNERS 205 89.3 0 0.0 0 0.0 1 100.0 164 88.4 5420 83.2 0 0.0 178 89.3

TOTAL 3,390 89.5 8,084 87.7 3,902 88.0 5,133 91.1 8,192 91.5 14,084 84.4 3,761 91.1 6,021 89.3

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

AIR TRAVEL CONSUMER REPORT

TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON-TIME BY REPORTING MARKETING CARRIER AND AIRPORT (30 LARGEST AIRPORTS)

JANUARY 2021

ARRIVAL AIRPORT*

CARRIER

PHX SAN SEA SFO SLC TPA

# OF ARR % ON TIME

ALASKA AIRLINES NETWORK 384 96.9 982 92.6 6796 90.8 1195 93.2 337 93.2 62 98.4

- ALASKA AIRLINES 272 97.4 344 93.0 3806 91.5 295 95.3 27 96.3 62 98.4

- BRANDED CODESHARE PARTNERS 112 95.5 638 92.3 2990 90.1 900 92.6 310 92.9 0 0.0

ALLEGIANT AIR 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0

AMERICAN AIRLINES NETWORK 5015 89.8 402 90.3 330 92.7 468 87.0 405 84.0 760 88.9

- AMERICAN AIRLINES 2540 91.4 402 90.3 330 92.7 411 86.6 223 87.9 552 87.3

- BRANDED CODESHARE PARTNERS 2475 88.2 0 0.0 0 0.0 57 89.5 182 79.1 208 93.3

DELTA AIR LINES NETWORK 957 89.3 459 92.2 2797 93.9 754 92.7 6628 91.9 1078 87.6

- DELTA AIR LINES 817 88.5 459 92.2 1572 93.4 503 90.5 3392 92.0 1053 87.7

- BRANDED CODESHARE PARTNERS 140 94.3 0 0.0 1225 94.6 251 97.2 3236 91.8 25 80.0

FRONTIER AIRLINES 175 93.7 80 98.8 25 100.0 45 95.6 118 99.2 132 90.9

HAWAIIAN AIRLINES NETWORK 23 82.6 54 72.2 62 74.2 54 87.0 0 0.0 0 0.0

- HAWAIIAN AIRLINES 23 82.6 54 72.2 62 74.2 54 87.0 0 0.0 0 0.0

- BRANDED CODESHARE PARTNERS 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0

JETBLUE AIRWAYS 48 70.8 53 94.3 20 95.0 121 88.4 65 81.5 305 74.4

SOUTHWEST AIRLINES 3279 92.2 1018 91.7 351 91.5 357 92.7 532 86.8 1471 88.0

SPIRIT AIRLINES 64 93.8 41 97.6 36 94.4 0 0.0 0 0.0 440 86.8

UNITED AIRLINES NETWORK 507 93.3 447 94.0 256 96.1 2869 91.4 444 92.8 437 88.8

- UNITED AIRLINES 398 92.7 385 94.0 248 96.0 1551 92.2 120 91.7 392 88.8

- BRANDED CODESHARE PARTNERS 109 95.4 62 93.5 8 100.0 1318 90.5 324 93.2 45 88.9

TOTAL 10,452 90.9 3,536 92.1 10,673 91.8 5,863 91.6 8,529 91.3 4,685 87.4

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

AIR TRAVEL CONSUMER REPORT

TABLE 2A. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON-TIME BY REPORTING OPERATING CARRIER AND AIRPORT (30 LARGEST AIRPORTS)

JANUARY 2021

ARRIVAL AIRPORT*

CARRIER

ATL BOS BWI CLT DCA DEN DFW DTW

# OF ARR % ON TIME

ALASKA AIRLINES 31 87.1 43 83.7 31 87.1 0 0.0 76 93.4 111 96.4 110 86.4 16 93.8

ALLEGIANT AIR 0 0.0 9 33.3 17 82.4 0 0.0 0 0.0 4 0.0 0 0.0 0 0.0

AMERICAN AIRLINES 371 89.2 610 92.0 229 88.6 5115 91.6 711 92.4 558 88.7 7790 83.7 175 89.1

DELTA AIR LINES 12034 92.1 842 87.3 283 87.3 288 94.1 372 90.3 766 91.3 526 82.1 2925 91.0

ENDEAVOR AIR 5358 92.6 21 90.5 54 83.3 54 100.0 19 89.5 0 0.0 53 83.0 2276 92.9

ENVOY AIR 8 87.5 0 0.0 39 84.6 0 0.0 9 77.8 0 0.0 6516 77.7 17 82.4

FRONTIER AIRLINES 169 92.3 15 100.0 35 88.6 49 91.8 62 87.1 1305 93.4 93 80.6 38 89.5

HAWAIIAN AIRLINES 0 0.0 9 55.6 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0

HORIZON AIR 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0

JETBLUE AIRWAYS 90 84.4 1195 78.4 0 0.0 11 100.0 192 78.1 42 85.7 29 82.8 23 91.3

MESA AIRLINES 75 90.7 7 100.0 34 94.1 62 88.7 89 89.9 0 0.0 1985 73.6 93 87.1

PSA AIRLINES 67 95.5 0 0.0 15 86.7 5494 85.3 24 87.5 0 0.0 29 69.0 142 89.4

REPUBLIC AIRWAYS 1386 89.4 515 92.2 19 84.2 1693 89.8 695 90.4 0 0.0 98 75.5 1451 92.4

SKYWEST AIRLINES 70 88.6 7 71.4 15 80.0 162 87.0 69 79.7 5653 89.3 1953 76.3 1004 83.0

SOUTHWEST AIRLINES 1933 90.9 255 87.5 3653 89.5 179 92.7 346 88.2 4841 92.5 0 0.0 239 83.3

SPIRIT AIRLINES 601 88.9 193 89.6 321 89.1 42 88.1 0 0.0 93 87.1 400 82.8 571 90.2

UNITED AIRLINES 129 92.2 370 88.9 69 88.4 64 84.4 60 86.7 3775 93.4 166 84.9 2 100.0

TOTAL 22,322 91.8 4,091 86.1 4,814 89.1 13,213 88.7 2,724 89.3 17,148 91.5 19,748 79.9 8,972 90.5

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

AIR TRAVEL CONSUMER REPORT

TABLE 2A. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON-TIME BY REPORTING OPERATING CARRIER AND AIRPORT (30 LARGEST AIRPORTS)

JANUARY 2021

ARRIVAL AIRPORT*

CARRIER

EWR FLL HNL IAD IAH JFK LAS LAX

# OF ARR % ON TIME

ALASKA AIRLINES 70 98.6 147 96.6 144 84.7 31 83.9 31 93.5 45 88.9 250 96.8 499 92.6

ALLEGIANT AIR 19 21.1 164 74.4 0 0.0 0 0.0 0 0.0 0 0.0 488 86.9 55 60.0

AMERICAN AIRLINES 277 91.3 470 87.7 147 91.2 58 84.5 249 83.1 324 89.8 731 90.2 1257 91.6

DELTA AIR LINES 239 91.2 999 85.3 218 78.4 131 91.6 280 88.9 1331 89.6 853 91.1 1844 91.7

ENDEAVOR AIR 111 89.2 12 83.3 0 0.0 73 95.9 0 0.0 177 91.0 0 0.0 0 0.0

ENVOY AIR 3 33.3 0 0.0 0 0.0 0 0.0 50 80.0 0 0.0 0 0.0 0 0.0

FRONTIER AIRLINES 42 97.6 0 0.0 0 0.0 7 100.0 87 98.9 0 0.0 512 92.4 58 94.8

HAWAIIAN AIRLINES 0 0.0 0 0.0 1328 96.3 0 0.0 0 0.0 14 85.7 60 91.7 74 79.7

HORIZON AIR 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 119 95.8 561 92.7

JETBLUE AIRWAYS 613 76.8 996 76.9 0 0.0 0 0.0 28 75.0 1055 76.2 98 72.4 405 90.6

MESA AIRLINES 0 0.0 0 0.0 0 0.0 711 92.8 2357 93.3 0 0.0 0 0.0 0 0.0

PSA AIRLINES 1 100.0 0 0.0 0 0.0 80 77.5 1 100.0 0 0.0 0 0.0 0 0.0

REPUBLIC AIRWAYS 853 94.4 0 0.0 0 0.0 529 88.7 101 91.1 316 92.4 0 0.0 0 0.0

SKYWEST AIRLINES 0 0.0 4 75.0 0 0.0 220 80.0 1247 89.0 0 0.0 263 94.3 2622 92.9

SOUTHWEST AIRLINES 0 0.0 984 88.4 554 95.7 80 81.3 0 0.0 0 0.0 2982 94.6 1092 93.4

SPIRIT AIRLINES 328 90.5 1568 90.8 0 0.0 0 0.0 437 89.5 0 0.0 1052 91.9 492 80.9

UNITED AIRLINES 1955 90.6 504 90.1 257 95.3 1190 88.2 2546 93.1 0 0.0 479 92.1 986 90.9

TOTAL 4,511 89.3 5,848 86.4 2,648 93.7 3,110 88.6 7,414 91.6 3,262 85.6 7,887 92.5 9,945 91.4

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

AIR TRAVEL CONSUMER REPORT

TABLE 2A. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON-TIME BY REPORTING OPERATING CARRIER AND AIRPORT (30 LARGEST AIRPORTS)

JANUARY 2021

ARRIVAL AIRPORT*

CARRIER

LGA MCO MDW MIA MSP ORD PDX PHL

# OF ARR % ON TIME

ALASKA AIRLINES 0 0.0 115 92.2 0 0.0 0 0.0 31 90.3 151 92.1 578 90.0 31 87.1

ALLEGIANT AIR 0 0.0 0 0.0 18 72.2 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0

AMERICAN AIRLINES 536 90.5 821 87.8 0 0.0 2447 91.4 212 90.1 1832 86.6 189 86.2 1271 90.2

DELTA AIR LINES 979 87.4 1356 89.6 0 0.0 639 90.5 2978 91.7 285 85.6 297 90.2 237 90.7

ENDEAVOR AIR 233 97.0 28 67.9 0 0.0 0 0.0 1673 93.0 10 90.0 0 0.0 96 90.6

ENVOY AIR 0 0.0 0 0.0 0 0.0 169 91.1 112 91.1 2064 85.4 0 0.0 0 0.0

FRONTIER AIRLINES 57 91.2 834 86.0 0 0.0 189 85.7 25 92.0 134 87.3 29 96.6 215 88.8

HAWAIIAN AIRLINES 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 59 88.1 0 0.0

HORIZON AIR 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 1094 89.8 0 0.0

JETBLUE AIRWAYS 64 73.4 795 75.5 0 0.0 0 0.0 13 92.3 51 68.6 11 63.6 127 76.4

MESA AIRLINES 93 94.6 0 0.0 0 0.0 0 0.0 62 91.9 0 0.0 0 0.0 62 93.5

PSA AIRLINES 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 779 84.9

REPUBLIC AIRWAYS 730 91.0 57 89.5 93 86.0 1024 92.7 84 85.7 2029 85.9 0 0.0 1351 92.2

SKYWEST AIRLINES 0 0.0 0 0.0 0 0.0 0 0.0 2505 90.9 2497 80.5 830 94.0 2 50.0

SOUTHWEST AIRLINES 317 89.9 2248 89.8 3791 88.1 297 91.9 272 90.1 0 0.0 387 92.8 307 87.9

SPIRIT AIRLINES 177 84.7 1179 88.6 0 0.0 0 0.0 104 85.6 394 81.7 38 97.4 222 88.3

UNITED AIRLINES 177 88.7 651 91.7 0 0.0 368 87.5 121 91.7 2437 85.5 249 93.2 91 90.1

TOTAL 3,363 89.5 8,084 87.7 3,902 88.0 5,133 91.1 8,192 91.5 11,884 84.6 3,761 91.1 4,791 89.3

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

AIR TRAVEL CONSUMER REPORT

TABLE 2A. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON-TIME BY REPORTING OPERATING CARRIER AND AIRPORT (30 LARGEST AIRPORTS)

JANUARY 2021

ARRIVAL AIRPORT*

CARRIER

PHX SAN SEA SFO SLC TPA

# OF ARR % ON TIME

ALASKA AIRLINES 272 97.4 344 93.0 3806 91.5 295 95.3 27 96.3 62 98.4

ALLEGIANT AIR 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0

AMERICAN AIRLINES 2540 91.4 402 90.3 330 92.7 411 86.6 223 87.9 552 87.3

DELTA AIR LINES 817 88.5 459 92.2 1572 93.4 503 90.5 3392 92.0 1053 87.7

ENDEAVOR AIR 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 17 88.2

ENVOY AIR 71 98.6 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0

FRONTIER AIRLINES 175 93.7 80 98.8 25 100.0 45 95.6 118 99.2 132 90.9

HAWAIIAN AIRLINES 23 82.6 54 72.2 62 74.2 54 87.0 0 0.0 0 0.0

HORIZON AIR 78 96.2 159 91.2 2505 90.1 192 89.1 62 93.5 0 0.0

JETBLUE AIRWAYS 48 70.8 53 94.3 20 95.0 121 88.4 65 81.5 305 74.4

MESA AIRLINES 766 90.3 4 100.0 0 0.0 0 0.0 27 66.7 0 0.0

PSA AIRLINES 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0 0 0.0

REPUBLIC AIRWAYS 0 0.0 0 0.0 0 0.0 0 0.0 9 100.0 253 91.7

SKYWEST AIRLINES 1921 88.0 537 92.7 1718 93.4 2334 92.1 3954 91.6 8 87.5

SOUTHWEST AIRLINES 3279 92.2 1018 91.7 351 91.5 357 92.7 532 86.8 1471 88.0

SPIRIT AIRLINES 64 93.8 41 97.6 36 94.4 0 0.0 0 0.0 440 86.8

UNITED AIRLINES 398 92.7 385 94.0 248 96.0 1551 92.2 120 91.7 392 88.8

TOTAL 10,452 90.9 3,536 92.1 10,673 91.8 5,863 91.6 8,529 91.3 4,685 87.4

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

AIR TRAVEL CONSUMER REPORT

TABLE 3. PERCENTAGE OF REPORTING OPERATING CARRIERS FLIGHT OPERATIONS ARRIVING ON-TIME BY AIRPORT AND TIME OF DAY (30 LARGEST AIRPORTS)

JANUARY 2021

ARRIVAL AIRPORT*

SCHEDULED ARRIVAL

TIME ATL BOS BWI CLT DCA DEN DFW DTW EWR FLL HNL IAD IAH JFK LAS LAX

0600-0659 94.7 70.6 60.0 100.0 0.0 87.8 90.4 84.8 92.3 85.0 88.0 77.8 0.0 89.7 92.6 92.5

0700-0759 93.3 91.2 94.9 93.8 92.9 93.8 89.2 88.5 87.5 87.1 92.9 86.4 93.3 90.3 94.3 91.5

0800-0859 93.0 96.3 93.1 92.2 96.0 89.2 84.4 93.3 93.8 94.0 98.6 0.0 93.0 96.0 96.9 93.5

0900-0959 94.3 93.3 89.9 90.7 87.1 90.7 76.5 92.0 88.4 87.9 98.9 90.4 94.1 92.1 94.1 94.0

1000-1059 94.4 91.1 92.0 89.6 91.4 89.4 86.8 92.4 89.9 85.7 100.0 75.0 85.5 92.5 93.6 91.8

1100-1159 94.6 87.0 93.0 92.8 87.5 92.8 80.2 92.7 91.0 89.4 95.1 93.1 87.7 90.5 90.1 92.8

1200-1259 92.5 83.8 92.1 90.1 89.5 93.0 87.2 86.4 90.6 88.3 94.0 77.8 95.4 90.1 93.8 92.8

1300-1359 93.2 90.0 90.1 90.2 85.1 93.1 81.5 92.9 89.3 89.4 95.4 96.2 92.6 83.6 92.7 94.3

1400-1459 92.3 86.9 91.8 85.3 91.0 93.3 85.8 91.1 93.8 89.0 95.7 88.2 88.0 86.6 91.7 91.0

1500-1559 89.1 87.3 93.5 88.8 92.9 92.8 79.5 90.4 90.2 88.3 87.1 88.4 92.7 87.6 92.9 91.2

1600-1659 90.5 85.7 88.9 86.5 89.7 92.7 79.2 88.5 94.3 87.1 89.2 88.0 90.7 86.6 93.9 90.8

1700-1759 90.7 89.3 84.5 85.0 89.2 93.6 66.1 91.4 90.8 86.3 98.5 96.4 88.3 85.9 93.8 92.9

1800-1859 89.1 84.8 88.0 84.8 88.0 91.7 79.8 92.3 83.7 85.3 95.8 93.5 92.1 84.7 92.5 91.1

1900-1959 90.2 81.9 82.9 85.7 87.9 88.5 76.9 88.6 86.1 82.0 90.5 93.0 91.4 76.3 91.8 90.4

2000-2059 88.8 79.2 84.0 86.5 88.8 90.4 82.2 90.7 87.5 84.4 91.7 82.4 83.9 86.3 93.6 92.6

2100-2159 89.9 85.3 81.7 86.4 89.7 88.8 91.0 90.4 85.1 82.9 90.9 80.9 88.7 74.6 89.2 88.0

2200-2259 86.7 90.0 83.9 88.6 82.8 93.5 91.9 84.7 80.7 80.0 76.3 87.5 84.7 85.4 90.2 77.9

2300-0559 91.9 77.8 86.3 95.7 84.5 95.2 88.3 86.6 85.4 83.5 0.0 85.4 91.1 79.2 87.3 87.3

TOTAL 91.8 86.1 89.1 88.7 89.3 91.5 79.9 90.5 89.3 86.4 93.7 88.6 91.6 85.6 92.5 91.4

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

AIR TRAVEL CONSUMER REPORT

TABLE 3. PERCENTAGE OF REPORTING OPERATING CARRIERS FLIGHT OPERATIONS ARRIVING ON-TIME BY AIRPORT AND TIME OF DAY (30 LARGEST AIRPORTS)

JANUARY 2021

ARRIVAL AIRPORT*

SCHEDULED ARRIVAL

TIME LGA MCO MDW MIA MSP ORD PDX PHL PHX SAN SEA SFO SLC TPA TOTAL

0600-0659 0.0 97.9 80.0 90.6 75.0 87.8 98.4 100.0 0.0 0.0 90.1 96.0 71.4 100.0 90.5

0700-0759 50.0 87.5 92.9 94.4 89.7 85.9 86.0 90.1 84.6 100.0 92.9 93.8 90.6 100.0 90.2

0800-0859 96.1 93.3 87.0 96.0 91.4 84.6 91.3 87.0 91.7 88.6 90.5 92.6 92.1 94.4 91.6

0900-0959 94.2 91.1 89.1 94.0 92.2 89.2 92.9 97.8 93.2 92.6 93.9 91.5 93.1 89.3 89.4

1000-1059 95.1 90.7 93.2 92.8 87.0 91.3 94.5 93.5 93.6 93.4 90.2 94.6 91.0 92.2 91.3

1100-1159 81.3 91.2 91.0 93.0 89.8 84.1 92.5 92.9 91.8 92.9 92.4 91.6 85.1 90.6 89.4

1200-1259 90.5 90.8 88.2 87.2 93.4 82.9 89.1 89.2 89.7 93.0 92.7 94.4 91.7 92.0 90.4

1300-1359 88.5 90.5 88.3 89.9 91.5 86.1 96.1 84.2 89.1 94.1 92.2 91.9 93.9 90.4 89.7

1400-1459 88.2 90.1 92.8 92.4 91.9 80.8 91.8 90.8 93.1 96.8 94.6 92.1 90.7 86.8 91.1

1500-1559 90.6 87.6 89.7 92.7 93.9 88.4 91.7 92.4 93.0 90.9 92.9 88.9 92.0 91.0 88.5

1600-1659 91.9 86.0 88.2 90.4 92.9 82.3 92.1 90.7 93.7 92.8 90.3 90.4 91.3 88.1 89.2

1700-1759 90.3 82.1 85.7 89.8 93.0 82.9 93.9 90.2 91.0 91.7 93.6 91.3 93.1 81.2 87.5

1800-1859 89.7 83.7 87.7 81.6 92.0 79.5 92.7 90.2 89.9 90.1 93.1 92.1 90.2 86.0 88.6

1900-1959 89.0 80.6 87.0 90.2 90.7 85.7 86.7 88.3 86.8 92.4 90.9 92.9 93.5 80.8 86.7

2000-2059 86.2 84.1 77.9 91.0 90.4 87.9 92.1 86.0 90.4 89.3 93.3 90.7 92.2 84.8 89.2

2100-2159 86.6 87.7 84.9 86.0 83.5 84.3 87.5 86.9 91.1 91.8 87.2 88.7 88.0 82.8 87.5

2200-2259 84.9 84.3 75.6 77.6 89.7 84.8 91.9 91.3 94.0 88.9 91.4 88.8 85.4 84.8 86.8

2300-0559 83.7 89.7 81.0 83.1 92.2 89.4 83.8 84.7 90.3 95.5 90.3 88.7 95.9 88.8 87.6

TOTAL 89.5 87.7 88.0 91.1 91.5 84.6 91.1 89.3 90.9 92.1 91.8 91.6 91.3 87.4 89.2

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

AIR TRAVEL CONSUMER REPORT

TABLE 4. PERCENTAGE OF REPORTING OPERATING CARRIERS FLIGHT OPERATIONS DEPARTING ON-TIME BY AIRPORT AND TIME OF DAY (30 LARGEST AIRPORTS)

JANUARY 2021

DEPARTURE AIRPORT*

SCHEDULED DEPARTURE

TIME ATL BOS BWI CLT DCA DEN DFW DTW EWR FLL HNL IAD IAH JFK LAS LAX

0600-0659 92.2 95.5 93.5 92.9 95.6 96.3 95.2 93.9 93.9 96.8 100.0 93.5 97.0 90.5 96.2 95.1

0700-0759 93.9 94.4 94.4 94.3 96.2 97.2 93.9 90.1 97.0 95.3 97.5 95.6 96.0 93.7 94.4 94.8

0800-0859 95.3 94.1 91.0 94.8 96.6 95.5 93.0 94.0 94.9 93.2 95.6 95.2 92.6 93.5 96.2 93.7

0900-0959 94.8 92.1 92.8 94.8 96.6 92.9 92.0 93.0 89.4 93.1 96.8 0.0 92.5 93.5 88.9 93.1

1000-1059 92.9 91.7 91.1 92.1 94.6 92.2 86.1 93.2 93.1 89.9 97.4 88.8 93.7 90.8 92.3 91.4

1100-1159 93.5 91.7 90.3 91.7 90.2 93.0 87.9 88.2 88.1 91.0 94.7 88.8 76.7 89.9 94.1 91.1

1200-1259 92.2 88.5 85.6 93.5 91.6 89.9 87.2 92.2 86.8 90.2 96.8 84.5 90.6 92.5 89.4 90.4

1300-1359 92.3 90.7 85.5 89.2 89.2 89.3 82.4 94.2 92.5 92.6 95.1 87.2 95.5 91.1 91.2 92.2

1400-1459 90.5 87.7 86.4 87.0 89.7 92.3 85.2 90.7 86.5 88.9 93.4 100.0 93.3 84.5 91.9 91.1

1500-1559 90.6 82.8 82.3 87.2 88.1 87.7 84.0 92.4 90.2 85.7 94.9 87.6 91.4 84.8 93.2 90.5

1600-1659 86.6 89.5 87.2 89.6 89.1 90.6 86.6 90.4 84.3 83.2 98.0 89.9 88.2 92.0 91.3 93.5

1700-1759 88.4 86.0 79.4 86.9 89.9 90.7 84.1 84.0 87.8 82.2 95.5 85.4 89.5 85.0 95.4 93.9

1800-1859 87.7 89.4 74.0 88.0 90.7 90.4 74.2 81.6 91.3 82.1 94.7 89.3 86.4 87.1 91.5 90.0

1900-1959 88.4 84.2 72.4 0.0 90.5 89.6 71.5 91.5 85.1 78.3 95.8 86.7 91.7 85.1 93.7 93.5

2000-2059 91.8 100.0 70.4 90.1 88.9 91.6 84.7 90.5 75.0 81.5 100.0 100.0 92.7 81.7 82.9 89.4

2100-2159 90.8 100.0 63.0 93.5 89.7 64.3 84.5 93.6 0.0 81.0 93.6 0.0 93.8 83.9 76.9 93.4

2200-2259 92.4 0.0 0.0 90.9 0.0 95.5 100.0 100.0 40.0 61.5 93.3 0.0 50.0 100.0 87.4 93.1

2300-0559 96.3 96.3 0.0 0.0 0.0 94.8 98.0 66.7 94.0 88.2 96.7 100.0 96.7 100.0 92.5 94.3

TOTAL 91.6 90.7 85.1 90.5 92.3 91.5 86.0 91.9 90.9 88.2 95.5 88.6 92.1 89.7 92.7 92.6

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

AIR TRAVEL CONSUMER REPORT

TABLE 4. PERCENTAGE OF REPORTING OPERATING CARRIERS FLIGHT OPERATIONS DEPARTING ON-TIME BY AIRPORT AND TIME OF DAY (30 LARGEST AIRPORTS)

JANUARY 2021

DEPARTURE AIRPORT*

SCHEDULED DEPARTURE

TIME LGA MCO MDW MIA MSP ORD PDX PHL PHX SAN SEA SFO SLC TPA TOTAL

0600-0659 94.7 95.0 92.9 97.3 95.6 93.7 96.2 96.1 95.0 97.2 95.9 96.0 93.3 95.2 95.2

0700-0759 92.8 94.8 88.4 92.6 88.9 92.3 95.8 95.8 95.9 95.9 94.4 94.7 88.7 92.7 94.3

0800-0859 93.6 95.4 85.4 91.0 92.7 87.3 93.4 93.9 95.0 95.4 94.4 94.9 92.1 96.0 93.3

0900-0959 95.2 95.6 86.1 92.0 96.6 88.3 96.2 95.7 93.5 93.1 93.2 94.5 92.7 95.1 93.1

1000-1059 91.8 92.8 85.6 92.7 93.0 89.1 98.8 94.7 93.4 94.6 94.4 93.8 90.9 92.4 91.5

1100-1159 91.7 90.9 85.1 94.6 91.6 91.9 92.5 93.4 92.8 94.5 93.5 92.1 90.5 92.3 91.9

1200-1259 91.3 92.3 84.2 93.8 94.8 89.8 92.9 95.4 93.1 91.0 93.4 95.5 80.5 90.5 90.7

1300-1359 87.4 88.6 83.8 84.3 92.1 82.2 94.5 92.0 88.7 94.7 93.5 92.5 89.8 89.9 89.7

1400-1459 86.2 90.9 75.9 88.1 90.4 86.4 94.0 88.9 90.0 93.9 93.2 96.0 87.2 90.5 89.3

1500-1559 86.2 86.8 85.4 87.0 92.4 82.4 93.9 89.1 91.6 99.2 92.6 92.8 90.6 81.9 89.4

1600-1659 85.6 83.0 82.9 88.1 93.2 86.9 93.7 90.5 92.3 90.4 92.7 91.7 89.7 84.1 88.4

1700-1759 88.0 84.4 82.4 92.0 92.7 87.1 94.7 91.3 94.9 97.3 95.1 95.6 90.3 83.1 88.4

1800-1859 92.2 84.0 76.0 91.1 94.2 85.2 95.3 91.1 92.8 92.5 94.3 93.4 91.1 76.4 87.9

1900-1959 89.9 83.4 80.3 85.6 93.3 81.7 90.6 61.5 88.4 95.9 94.6 90.9 80.6 83.1 87.5

2000-2059 80.0 75.5 81.1 87.3 90.9 67.9 95.8 91.5 91.3 66.7 93.3 93.2 91.9 79.3 88.2

2100-2159 80.0 80.0 66.7 92.8 92.0 76.7 95.1 88.5 82.1 90.0 95.6 92.7 94.0 84.4 91.1

2200-2259 100.0 84.6 0.0 100.0 66.7 0.0 94.5 0.0 71.4 98.0 94.4 92.6 90.5 0.0 92.0

2300-0559 100.0 92.6 81.0 100.0 90.9 91.7 95.7 91.4 94.4 0.0 94.8 90.9 89.7 0.0 93.8

TOTAL 91.0 89.4 83.4 91.1 92.9 86.5 94.8 92.4 92.2 94.8 94.0 93.7 90.5 88.4 90.6

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

AIR TRAVEL CONSUMER REPORT TABLE 5. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT BY REPORTING OPERATING CARRIER

JANUARY 2021

CITY (AIRPORT)

PERCENT ON-TIME

REPORTED OPERATIONS

CITY (AIRPORT)

PERCENT ON-TIME

REPORTED OPERATIONS

ARR DEP ARR DEP

Aberdeen, SD (ABR) 85.5 95.2 62 62 Brainerd, MN (BRD) 88.5 94.2 52 52

Abilene, TX (ABI) 84.8 83.6 165 165 Bristol/Johnson City/Kingsport, TN (TRI) 93.0 88.6 158 158

Adak Island, AK (ADK) 33.3 33.3 9 9 Brownsville, TX (BRO) 89.2 90.2 102 102

Akron, OH (CAK) 85.5 91.3 138 138 Brunswick, GA (BQK) 93.7 89.9 79 79

Alamosa, CO (ALS) 90.6 86.8 53 53 Buffalo, NY (BUF) 87.0 91.7 684 684

Albany, GA (ABY) 88.5 95.4 87 87 Burbank, CA (BUR) 94.0 95.2 813 811

Albany, NY (ALB) 89.7 93.3 416 415 Burlington, VT (BTV) 91.8 88.9 170 171

Albuquerque, NM (ABQ) 92.6 95.0 942 942 Butte, MT (BTM) 83.9 87.5 56 56

Alexandria, LA (AEX) 91.0 86.8 212 212 Cape Girardeau, MO (CGI) 77.4 88.7 53 53

Allentown/Bethlehem/Easton, PA (ABE) 90.8 90.8 251 251 Casper, WY (CPR) 93.0 96.1 129 129

Alpena, MI (APN) 88.5 90.4 52 52 Cedar City, UT (CDC) 96.2 96.2 52 52

Amarillo, TX (AMA) 89.8 85.9 256 256 Cedar Rapids/Iowa City, IA (CID) 81.7 84.0 480 481

Anchorage, AK (ANC) 90.8 92.7 1105 1104 Champaign/Urbana, IL (CMI) 78.8 83.5 85 85

Appleton, WI (ATW) 86.1 88.6 316 317 Charleston, SC (CHS) 88.2 91.2 1121 1121

Arcata/Eureka, CA (ACV) 91.4 94.9 81 79 Charleston/Dunbar, WV (CRW) 87.3 87.3 189 189

Asheville, NC (AVL) 86.7 86.7 459 459 Charlotte Amalie, VI (STT) 91.5 90.7 482 482

Ashland, WV (HTS) 84.2 68.4 19 19 Charlotte, NC (CLT) 88.7 90.5 13213 13207

Aspen, CO (ASE) 81.7 84.1 613 616 Charlottesville, VA (CHO) 90.9 87.3 110 110

Atlanta, GA (ATL) 91.8 91.6 22322 22313 Chattanooga, TN (CHA) 96.0 96.1 352 355

Atlantic City, NJ (ACY) 86.7 89.3 150 150 Cheyenne, WY (CYS) 87.1 90.3 31 31

Augusta, GA (AGS) 92.4 93.2 277 278 Chicago, IL (MDW) 88.0 83.4 3902 3903

Austin, TX (AUS) 88.4 91.2 2520 2523 Chicago, IL (ORD) 84.6 86.5 11884 11891

Bakersfield, CA (BFL) 91.0 86.9 177 176 Christiansted, VI (STX) 93.2 92.4 132 132

Baltimore, MD (BWI) 89.1 85.1 4814 4814 Cincinnati, OH (CVG) 90.2 91.3 2073 2071

Bangor, ME (BGR) 85.2 88.7 61 62 Clarksburg/Fairmont, WV (CKB) 83.6 83.6 61 61

Barrow, AK (BRW) 93.3 83.3 30 30 Cleveland, OH (CLE) 90.0 93.1 2032 2030

Baton Rouge, LA (BTR) 85.6 88.2 333 331 Cody, WY (COD) 90.2 87.8 41 41

Beaumont/Port Arthur, TX (BPT) 91.5 91.3 47 46 Cold Bay, AK (CDB) 44.4 61.1 18 18

Belleville, IL (BLV) 73.7 72.4 57 58 College Station/Bryan, TX (CLL) 86.3 88.9 73 72

Bellingham, WA (BLI) 85.1 80.2 101 101 Colorado Springs, CO (COS) 88.4 86.8 534 536

Bemidji, MN (BJI) 80.6 88.7 62 62 Columbia, MO (COU) 82.8 74.1 58 58

Bend/Redmond, OR (RDM) 90.2 90.6 512 513 Columbia, SC (CAE) 92.4 91.2 329 328

Bethel, AK (BET) 93.3 71.1 45 45 Columbus, GA (CSG) 94.4 94.4 90 89

Billings, MT (BIL) 87.4 90.3 372 373 Columbus, MS (GTR) 97.7 91.9 87 86

Binghamton, NY (BGM) 87.1 90.3 31 31 Columbus, OH (CMH) 89.7 92.6 1739 1738

Birmingham, AL (BHM) 89.2 90.9 863 865 Columbus, OH (LCK) 75.0 77.1 48 48

Bismarck/Mandan, ND (BIS) 87.3 87.0 307 307 Concord, NC (USA) 86.2 86.2 65 65

Bloomington/Normal, IL (BMI) 87.0 82.4 193 193 Cordova, AK (CDV) 83.3 91.7 60 60

Boise, ID (BOI) 91.6 93.2 1799 1794 Corpus Christi, TX (CRP) 89.0 88.6 318 315

Boston, MA (BOS) 86.1 90.7 4091 4095 Dallas, TX (DAL) 92.4 90.8 3312 3313

Bozeman, MT (BZN) 85.5 86.8 820 818 Dallas/Fort Worth, TX (DFW) 79.9 86.0 19748 19775

AIR TRAVEL CONSUMER REPORT TABLE 5. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT BY REPORTING OPERATING CARRIER

JANUARY 2021

CITY (AIRPORT)

PERCENT ON-TIME

REPORTED OPERATIONS

CITY (AIRPORT)

PERCENT ON-TIME

REPORTED OPERATIONS

ARR DEP ARR DEP

Dayton, OH (DAY) 91.3 91.3 439 439 Grand Island, NE (GRI) 94.9 85.9 79 78

Daytona Beach, FL (DAB) 89.5 88.6 306 307 Grand Junction, CO (GJT) 91.8 93.4 364 364

Deadhorse, AK (SCC) 95.7 97.8 46 46 Grand Rapids, MI (GRR) 88.5 90.7 1007 1007

Decatur, IL (DEC) 71.7 64.2 53 53 Great Falls, MT (GTF) 92.4 92.4 224 224

Del Rio, TX (DRT) 92.6 84.6 27 26 Green Bay, WI (GRB) 88.8 93.2 294 294

Denver, CO (DEN) 91.5 91.5 17148 17160 Greensboro/High Point, NC (GSO) 86.3 90.4 408 408

Des Moines, IA (DSM) 88.0 89.7 852 853 Greer, SC (GSP) 85.4 88.5 699 698

Detroit, MI (DTW) 90.5 91.9 8972 8967 Guam, TT (GUM) 95.5 93.2 44 44

Devils Lake, ND (DVL) 86.8 83.0 53 53 Gulfport/Biloxi, MS (GPT) 92.9 90.6 255 255

Dickinson, ND (DIK) 91.2 94.1 34 34 Gunnison, CO (GUC) 87.8 87.6 98 97

Dillingham, AK (DLG) 80.0 50.0 30 30 Hagerstown, MD (HGR) 80.0 80.0 10 10

Dodge City, KS (DDC) 96.2 98.1 53 53 Hancock/Houghton, MI (CMX) 83.9 83.9 62 62

Dothan, AL (DHN) 93.4 93.3 91 90 Harlingen/San Benito, TX (HRL) 84.3 87.3 134 134

Dubuque, IA (DBQ) 77.8 96.2 27 26 Harrisburg, PA (MDT) 86.3 90.6 278 278

Duluth, MN (DLH) 86.7 87.9 150 149 Hartford, CT (BDL) 85.2 90.8 1062 1063

Durango, CO (DRO) 90.1 87.6 283 282 Hattiesburg/Laurel, MS (PIB) 90.6 90.6 53 53

Eagle, CO (EGE) 85.4 84.8 492 492 Hayden, CO (HDN) 91.3 90.8 402 401

Eau Claire, WI (EAU) 74.2 79.0 62 62 Hays, KS (HYS) 96.3 96.2 54 53

El Paso, TX (ELP) 89.6 91.7 759 758 Helena, MT (HLN) 89.8 89.8 127 127

Elko, NV (EKO) 91.1 91.1 56 56 Hibbing, MN (HIB) 84.6 90.4 52 52

Elmira/Corning, NY (ELM) 88.9 90.3 72 72 Hilo, HI (ITO) 97.4 99.0 303 303

Erie, PA (ERI) 87.9 85.3 33 34 Hilton Head, SC (HHH) 86.8 92.5 159 159

Escanaba, MI (ESC) 82.7 96.2 52 52 Hobbs, NM (HOB) 100.0 88.9 18 18

Eugene, OR (EUG) 87.5 92.9 520 523 Honolulu, HI (HNL) 93.7 95.5 2648 2644

Evansville, IN (EVV) 94.6 94.6 184 184 Houston, TX (HOU) 90.7 87.0 3259 3259

Everett, WA (PAE) 90.8 92.4 184 185 Houston, TX (IAH) 91.6 92.1 7414 7432

Fairbanks, AK (FAI) 90.7 92.3 248 247 Huntsville, AL (HSV) 89.7 90.9 416 416

Fargo, ND (FAR) 87.4 88.8 429 429 Idaho Falls, ID (IDA) 93.2 93.3 207 209

Fayetteville, AR (XNA) 87.9 90.1 527 526 Indianapolis, IN (IND) 87.8 91.2 1927 1929

Fayetteville, NC (FAY) 88.0 87.6 250 251 International Falls, MN (INL) 92.3 96.2 52 52

Flagstaff, AZ (FLG) 78.3 79.9 175 174 Iron Mountain/Kingsfd, MI (IMT) 95.1 96.7 61 61

Flint, MI (FNT) 86.3 83.9 175 174 Islip, NY (ISP) 87.4 88.7 222 221

Fort Lauderdale, FL (FLL) 86.4 88.2 5848 5867 Ithaca/Cortland, NY (ITH) 71.0 90.3 31 31

Fort Myers, FL (RSW) 84.9 86.8 3220 3228 Jackson, WY (JAC) 84.7 85.0 561 560

Fort Smith, AR (FSM) 91.3 83.5 104 103 Jackson/Vicksburg, MS (JAN) 94.2 92.9 311 311

Fort Wayne, IN (FWA) 86.5 86.5 362 363 Jacksonville, FL (JAX) 87.1 90.4 1308 1306

Fresno, CA (FAT) 91.7 87.6 647 646 Jacksonville/Camp Lejeune, NC (OAJ) 87.2 86.3 235 234

Gainesville, FL (GNV) 90.8 94.4 251 251 Jamestown, ND (JMS) 83.3 81.0 84 84

Garden City, KS (GCK) 91.9 82.3 62 62 Johnstown, PA (JST) 77.4 81.1 53 53

Gillette, WY (GCC) 94.0 98.0 50 50 Joplin, MO (JLN) 79.0 80.6 62 62

Grand Forks, ND (GFK) 91.5 94.3 106 106 Juneau, AK (JNU) 88.9 90.6 244 244

AIR TRAVEL CONSUMER REPORT TABLE 5. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT BY REPORTING OPERATING CARRIER

JANUARY 2021

CITY (AIRPORT)

PERCENT ON-TIME

REPORTED OPERATIONS

CITY (AIRPORT)

PERCENT ON-TIME

REPORTED OPERATIONS

ARR DEP ARR DEP

Kahului, HI (OGG) 94.2 93.8 1506 1506 Meridian, MS (MEI) 92.5 88.7 53 53

Kalamazoo, MI (AZO) 90.2 91.0 122 122 Miami, FL (MIA) 91.1 91.1 5133 5128

Kalispell, MT (FCA) 90.2 92.3 336 337 Midland/Odessa, TX (MAF) 86.1 87.3 545 544

Kansas City, MO (MCI) 88.4 91.9 2138 2137 Milwaukee, WI (MKE) 86.8 89.2 1329 1328

Kearney, NE (EAR) 75.4 86.9 61 61 Minneapolis, MN (MSP) 91.5 92.9 8192 8187

Ketchikan, AK (KTN) 86.9 88.5 122 122 Minot, ND (MOT) 88.3 83.3 197 198

Key West, FL (EYW) 88.6 87.6 798 800 Mission/McAllen/Edinburg, TX (MFE) 86.0 87.6 243 242

Killeen, TX (GRK) 83.2 82.1 197 196 Missoula, MT (MSO) 88.5 89.1 312 313

King Salmon, AK (AKN) 93.3 86.7 30 30 Moab, UT (CNY) 93.5 93.5 31 31

Knoxville, TN (TYS) 86.5 91.9 702 700 Mobile, AL (MOB) 90.2 91.8 194 195

Kodiak, AK (ADQ) 95.3 95.3 43 43 Moline, IL (MLI) 81.4 85.0 215 214

Kona, HI (KOA) 95.5 96.7 828 827 Monroe, LA (MLU) 90.7 89.8 205 205

Kotzebue, AK (OTZ) 86.7 90.0 30 30 Monterey, CA (MRY) 92.5 92.5 187 187

La Crosse, WI (LSE) 82.3 88.4 147 147 Montgomery, AL (MGM) 91.7 86.1 180 180

Lafayette, LA (LFT) 93.9 92.0 213 212 Montrose/Delta, CO (MTJ) 94.3 91.4 407 405

Lake Charles, LA (LCH) 92.9 88.0 84 83 Mosinee, WI (CWA) 87.3 86.4 110 110

Lansing, MI (LAN) 88.6 91.1 123 123 Muskegon, MI (MKG) 76.0 76.0 50 50

Laramie, WY (LAR) 90.6 88.7 53 53 Myrtle Beach, SC (MYR) 88.3 93.0 411 412

Laredo, TX (LRD) 89.2 84.1 83 82 Nantucket, MA (ACK) 100.0 100.0 2 2

Las Vegas, NV (LAS) 92.5 92.7 7887 7887 Nashville, TN (BNA) 90.2 89.7 4065 4067

Latrobe, PA (LBE) 86.2 90.0 29 30 New Bern/Morehead/Beaufort, NC (EWN) 91.3 85.0 80 80

Lawton/Fort Sill, OK (LAW) 69.2 70.8 65 65 New Haven, CT (HVN) 96.3 100.0 27 27

Lewisburg, WV (LWB) 74.2 77.4 31 31 New Orleans, LA (MSY) 89.8 92.4 2104 2103

Lewiston, ID (LWS) 94.8 96.1 77 77 New York, NY (JFK) 85.6 89.7 3262 3260

Lexington, KY (LEX) 90.3 91.0 401 402 New York, NY (LGA) 89.5 91.0 3363 3358

Liberal, KS (LBL) 92.5 96.2 53 53 Newark, NJ (EWR) 89.3 90.9 4511 4498

Lihue, HI (LIH) 95.1 95.1 287 287 Newburgh/Poughkeepsie, NY (SWF) 94.4 88.9 18 18

Lincoln, NE (LNK) 81.1 85.1 74 74 Newport News/Williamsburg, VA (PHF) 84.2 92.1 38 38

Little Rock, AR (LIT) 90.9 90.2 724 724 Niagara Falls, NY (IAG) 62.5 62.5 16 16

Long Beach, CA (LGB) 94.6 94.8 661 660 Nome, AK (OME) 100.0 100.0 30 30

Longview, TX (GGG) 84.9 88.9 73 72 Norfolk, VA (ORF) 87.9 91.4 1080 1078

Los Angeles, CA (LAX) 91.4 92.6 9945 9956 North Bend/Coos Bay, OR (OTH) 81.3 86.7 16 15

Louisville, KY (SDF) 86.8 89.5 962 960 North Platte, NE (LBF) 88.7 94.3 53 53

Lubbock, TX (LBB) 83.0 82.7 342 342 Oakland, CA (OAK) 93.0 94.2 2123 2121

Madison, WI (MSN) 88.1 90.0 580 581 Ogden, UT (OGD) 62.5 62.5 8 8

Manchester, NH (MHT) 83.8 91.4 314 314 Ogdensburg, NY (OGS) 81.1 73.6 53 53

Manhattan/Ft. Riley, KS (MHK) 88.7 90.3 62 62 Oklahoma City, OK (OKC) 89.2 90.0 1237 1235

Marquette, MI (MQT) 75.8 80.2 91 91 Omaha, NE (OMA) 86.8 89.5 1273 1272

Medford, OR (MFR) 90.4 92.1 530 530 Ontario, CA (ONT) 92.8 93.9 1226 1228

Melbourne, FL (MLB) 85.9 89.4 198 198 Orlando, FL (MCO) 87.7 89.4 8084 8088

Memphis, TN (MEM) 88.7 93.2 1258 1256 Owensboro, KY (OWB) 100.0 100.0 8 8

AIR TRAVEL CONSUMER REPORT TABLE 5. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT BY REPORTING OPERATING CARRIER

JANUARY 2021

CITY (AIRPORT)

PERCENT ON-TIME

REPORTED OPERATIONS

CITY (AIRPORT)

PERCENT ON-TIME

REPORTED OPERATIONS

ARR DEP ARR DEP

Paducah, KY (PAH) 82.3 85.5 62 62 Salt Lake City, UT (SLC) 91.3 90.5 8529 8520

Palm Springs, CA (PSP) 91.0 91.2 1361 1357 San Angelo, TX (SJT) 87.4 80.0 135 135

Panama City, FL (ECP) 87.8 89.1 485 485 San Antonio, TX (SAT) 89.2 92.4 1581 1581

Pasco/Kennewick/Richland, WA (PSC) 88.5 92.8 358 359 San Diego, CA (SAN) 92.1 94.8 3536 3538

Pellston, MI (PLN) 90.4 90.4 52 52 San Francisco, CA (SFO) 91.6 93.7 5863 5859

Pensacola, FL (PNS) 88.0 90.0 681 681 San Jose, CA (SJC) 94.6 95.2 2189 2190

Peoria, IL (PIA) 77.3 78.3 203 203 San Juan, PR (SJU) 85.7 87.2 1910 1905

Petersburg, AK (PSG) 86.7 90.0 60 60 San Luis Obispo, CA (SBP) 96.2 94.2 291 293

Philadelphia, PA (PHL) 89.3 92.4 4791 4773 Sanford, FL (SFB) 82.8 88.7 534 532

Phoenix, AZ (AZA) 79.6 84.8 397 396 Santa Ana, CA (SNA) 91.9 93.7 2104 2107

Phoenix, AZ (PHX) 90.9 92.2 10452 10447 Santa Barbara, CA (SBA) 92.0 94.5 348 346

Pierre, SD (PIR) 87.0 88.7 54 53 Santa Fe, NM (SAF) 88.5 91.0 122 122

Pittsburgh, PA (PIT) 90.2 93.3 1708 1705 Santa Maria, CA (SMX) 95.0 95.0 20 20

Plattsburgh, NY (PBG) 83.3 77.3 66 66 Santa Rosa, CA (STS) 88.3 87.7 154 155

Pocatello, ID (PIH) 92.1 94.4 89 89 Sarasota/Bradenton, FL (SRQ) 84.8 86.3 927 927

Portland, ME (PWM) 90.0 94.4 411 410 Sault Ste. Marie, MI (CIU) 91.8 88.5 61 61

Portland, OR (PDX) 91.1 94.8 3761 3762 Savannah, GA (SAV) 87.7 88.8 751 753

Portsmouth, NH (PSM) 81.3 81.3 16 16 Scottsbluff, NE (BFF) 92.5 86.8 53 53

Prescott, AZ (PRC) 88.7 85.5 62 62 Scranton/Wilkes-Barre, PA (AVP) 85.6 88.3 111 111

Providence, RI (PVD) 86.6 89.4 454 454 Seattle, WA (SEA) 91.8 94.0 10673 10689

Provo, UT (PVU) 66.7 81.0 42 42 Sheridan, WY (SHR) 88.2 94.1 34 34

Pueblo, CO (PUB) 92.5 90.6 53 53 Shreveport, LA (SHV) 87.9 91.4 339 339

Pullman, WA (PUW) 95.2 93.5 62 62 Sioux City, IA (SUX) 92.6 83.3 54 54

Punta Gorda, FL (PGD) 74.8 84.9 416 418 Sioux Falls, SD (FSD) 83.8 86.2 500 500

Raleigh/Durham, NC (RDU) 90.2 91.5 2241 2239 Sitka, AK (SIT) 80.6 93.5 31 31

Rapid City, SD (RAP) 92.8 90.7 332 332 South Bend, IN (SBN) 84.1 83.4 409 409

Redding, CA (RDD) 89.7 86.2 29 29 Spokane, WA (GEG) 92.3 93.9 1410 1409

Reno, NV (RNO) 91.4 92.3 1260 1258 Springfield, IL (SPI) 82.8 74.6 64 63

Rhinelander, WI (RHI) 83.9 91.9 62 62 Springfield, MO (SGF) 88.4 86.3 519 519

Richmond, VA (RIC) 86.7 90.1 798 798 St. Cloud, MN (STC) 85.7 85.7 14 14

Riverton/Lander, WY (RIW) 94.1 100.0 34 34 St. George, UT (SGU) 89.8 96.0 246 247

Roanoke, VA (ROA) 88.8 87.8 98 98 St. Louis, MO (STL) 91.3 89.4 2793 2789

Rochester, MN (RST) 84.9 88.8 232 232 St. Petersburg, FL (PIE) 83.6 89.8 458 460

Rochester, NY (ROC) 89.9 93.2 355 355 State College, PA (SCE) 81.3 85.4 48 48

Rock Springs, WY (RKS) 87.9 87.9 33 33 Staunton, VA (SHD) 79.6 81.1 54 53

Rockford, IL (RFD) 89.1 87.3 55 55 Stillwater, OK (SWO) 85.3 94.1 34 34

Roswell, NM (ROW) 82.0 78.7 61 61 Stockton, CA (SCK) 89.3 85.7 28 28

Sacramento, CA (SMF) 93.0 93.8 2608 2606 Sun Valley/Hailey/Ketchum, ID (SUN) 77.3 77.8 225 225

Saginaw/Bay City/Midland, MI (MBS) 91.3 92.4 92 92 Syracuse, NY (SYR) 85.6 88.5 376 373

Saipan, TT (SPN) 92.3 84.6 13 13 Tallahassee, FL (TLH) 88.2 88.2 338 340

Salina, KS (SLN) 88.7 86.8 53 53 Tampa, FL (TPA) 87.4 88.4 4685 4694

AIR TRAVEL CONSUMER REPORT TABLE 5. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT BY REPORTING OPERATING CARRIER

JANUARY 2021

CITY (AIRPORT)

PERCENT ON-TIME

REPORTED OPERATIONS

ARR DEP ARR DEP

Texarkana, AR (TXK) 86.8 84.4 91 90 Toledo, OH (TOL) 75.9 82.8 29 29 Traverse City, MI (TVC) 87.0 88.0 184 183 Trenton, NJ (TTN) 80.5 85.1 87 87 Tucson, AZ (TUS) 91.1 92.2 1090 1090 Tulsa, OK (TUL) 89.2 92.5 772 771 Twin Falls, ID (TWF) 89.9 81.4 89 102 Tyler, TX (TYR) 77.6 77.6 134 134 Valdosta, GA (VLD) 86.2 90.8 87 87 Valparaiso, FL (VPS) 87.9 89.5 513 513 Vernal, UT (VEL) 83.0 84.9 53 53 Victoria, TX (VCT) 96.2 90.6 53 53 Waco, TX (ACT) 89.6 82.3 96 96 Walla Walla, WA (ALW) 95.2 90.3 62 62 Washington, DC (DCA) 89.3 92.3 2724 2720 Washington, DC (IAD) 88.6 88.6 3110 3109 Waterloo, IA (ALO) 83.9 93.5 31 31 Watertown, SD (ATY) 84.9 84.9 53 53 Wenatchee, WA (EAT) 85.5 85.5 62 62 West Palm Beach/Palm Beach, FL (PBI) 86.9 88.4 1611 1612 White Plains, NY (HPN) 75.5 81.7 233 230 Wichita Falls, TX (SPS) 88.4 88.3 95 94 Wichita, KS (ICT) 89.2 89.4 558 555 Williston, ND (XWA) 92.9 89.3 56 56 Wilmington, NC (ILM) 88.4 90.8 346 346 Wrangell, AK (WRG) 85.0 91.7 60 60 Yakima, WA (YKM) 91.9 91.9 62 62 Yakutat, AK (YAK) 83.3 88.3 60 60 Yuma, AZ (YUM) 91.0 87.6 145 145

AIR TRAVEL CONSUMER REPORT

TABLE 6. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS BY REPORTING MARKETING CARRIER

JANUARY 2021

CARRIER1

AT ALL US AIRPORTS

NUMBER OF AIRPORTS REPORTED

FLIGHT OPERATIONS SCHEDULED

FLIGHT OPERATIONS CANCELLED

PERCENT OF OPERATIONS CANCELLED

DELTA AIR LINES NETWORK 202 92599 170 0.2

- DELTA AIR LINES 100 48239 92 0.2

- BRANDED CODESHARE PARTNERS 185 44360 78 0.2

HAWAIIAN AIRLINES NETWORK 20 3311 7 0.2

- HAWAIIAN AIRLINES 18 3199 7 0.2

- BRANDED CODESHARE PARTNERS 3 112 0 0.0

FRONTIER AIRLINES 93 6264 21 0.3

ALASKA AIRLINES NETWORK 101 23947 205 0.9

- ALASKA AIRLINES 71 10628 75 0.7

- BRANDED CODESHARE PARTNERS 55 13319 130 1.0

SPIRIT AIRLINES 46 11202 99 0.9

SOUTHWEST AIRLINES 93 61307 677 1.1

JETBLUE AIRWAYS 56 8937 99 1.1

AMERICAN AIRLINES NETWORK 229 97830 1395 1.4

- AMERICAN AIRLINES 89 38226 258 0.7

- BRANDED CODESHARE PARTNERS 215 59604 1137 1.9

UNITED AIRLINES NETWORK 236 68160 1205 1.8

- UNITED AIRLINES 85 23960 162 0.7

- BRANDED CODESHARE PARTNERS 225 44200 1043 2.4

ALLEGIANT AIR 119 5827 277 4.8

TOTAL AIRPORTS SERVED 366 379,384 4,155 1.1

1. All U.S. airlines with at least 0.5 percent of total domestic scheduled service passenger revenues plus any branded codeshare partners.

AIR TRAVEL CONSUMER REPORT

TABLE 6A. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS BY REPORTING OPERATING CARRIER

JANUARY 2021

CARRIER1

AT ALL US AIRPORTS

NUMBER OF AIRPORTS REPORTED

FLIGHT OPERATIONS SCHEDULED

FLIGHT OPERATIONS CANCELLED

PERCENT OF OPERATIONS CANCELLED

RANK

ENDEAVOR AIR 117 19501 23 0.1 1

DELTA AIR LINES 100 48239 92 0.2 2

HAWAIIAN AIRLINES 18 3199 7 0.2 3

FRONTIER AIRLINES 93 6264 21 0.3 4

AMERICAN AIRLINES 89 38226 258 0.7 5

UNITED AIRLINES 85 23960 162 0.7 6

ALASKA AIRLINES 71 10628 75 0.7 7

SPIRIT AIRLINES 46 11202 99 0.9 8

SOUTHWEST AIRLINES 93 61307 677 1.1 9

JETBLUE AIRWAYS 56 8937 99 1.1 10

SKYWEST AIRLINES 220 52000 588 1.1 11

REPUBLIC AIRWAYS 87 21720 271 1.2 12

HORIZON AIR 48 8906 122 1.4 13

MESA AIRLINES 95 11232 172 1.5 14

ENVOY AIR 141 17665 331 1.9 15

PSA AIRLINES 89 12615 373 3.0 16

ALLEGIANT AIR 119 5827 277 4.8 17

TOTAL AIRPORTS SERVED 357 361,428 3,647 1.0

1. All U.S. airlines with at least 0.5 percent of total domestic scheduled service passenger revenues.

AIR TRAVEL CONSUMER REPORT

TABLE 7. CAUSES OF DELAY, BY REPORTING MARKETING CARRIER

JANUARY 2021

CARRIER TOTAL

RECORDS ON TIME % ON TIME 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

ALASKA AIRLINES NETWORK 23947 21974 91.76 205 0.86 54 0.23 650 2.71 67 0.28 625 2.61 18 0.08 354 1.48

- ALASKA AIRLINES 10628 9758 91.81 75 0.71 22 0.21 224 2.11 16 0.15 418 3.93 14 0.13 101 0.95

- BRANDED CODESHARE PARTNERS 13319 12216 91.72 130 0.98 32 0.24 426 3.20 51 0.38 207 1.55 4 0.03 253 1.90

ALLEGIANT AIR 5827 4691 80.50 277 4.75 24 0.41 190 3.26 88 1.51 290 4.98 7 0.12 261 4.48

AMERICAN AIRLINES NETWORK 97830 84550 86.43 1395 1.43 190 0.19 3394 3.47 690 0.71 4943 5.05 52 0.05 2615 2.67

- AMERICAN AIRLINES 38226 33979 88.89 258 0.67 62 0.16 1340 3.51 192 0.50 1697 4.44 25 0.07 672 1.76

- BRANDED CODESHARE PARTNERS 59604 50571 84.84 1137 1.91 128 0.21 2054 3.45 497 0.83 3246 5.45 27 0.05 1943 3.26

DELTA AIR LINES NETWORK 92599 84373 91.12 170 0.18 133 0.14 3487 3.77 517 0.56 2726 2.94 22 0.02 1172 1.27

- DELTA AIR LINES 48239 43753 90.70 92 0.19 47 0.10 1517 3.14 61 0.13 1982 4.11 11 0.02 775 1.61

- BRANDED CODESHARE PARTNERS 44360 40620 91.57 78 0.18 86 0.19 1969 4.44 455 1.03 743 1.67 11 0.02 397 0.89

FRONTIER AIRLINES 6264 5697 90.95 21 0.34 4 0.06 166 2.65 10 0.16 270 4.31 0 0.00 96 1.53

HAWAIIAN AIRLINES NETWORK 3311 3130 94.53 7 0.21 1 0.03 145 4.38 6 0.18 2 0.06 1 0.03 20 0.60

- HAWAIIAN AIRLINES 3199 3030 94.72 7 0.22 1 0.03 140 4.38 6 0.19 1 0.03 1 0.03 13 0.41

- BRANDED CODESHARE PARTNERS 112 100 89.29 0 0.00 0 0.00 5 4.46 0 0.00 1 0.89 0 0.00 7 6.25

JETBLUE AIRWAYS 8937 6932 77.57 99 1.11 11 0.12 693 7.75 14 0.16 857 9.59 16 0.18 316 3.54

SOUTHWEST AIRLINES 61307 55704 90.86 677 1.10 43 0.07 1923 3.14 45 0.07 1474 2.40 17 0.03 1424 2.32

SPIRIT AIRLINES 11202 9950 88.82 99 0.88 14 0.12 236 2.11 25 0.22 673 6.01 21 0.19 184 1.64

UNITED AIRLINES NETWORK 68160 60659 89.00 1205 1.77 146 0.21 2706 3.97 346 0.51 2072 3.04 5 0.01 1020 1.50

- UNITED AIRLINES 23960 21774 90.88 162 0.68 36 0.15 690 2.88 64 0.27 860 3.59 0 0.00 374 1.56

- BRANDED CODESHARE PARTNERS 44200 38885 87.98 1043 2.36 110 0.25 2016 4.56 282 0.64 1213 2.74 5 0.01 646 1.46

TOTAL 379,384 337,660 89.00 4,155 1.10 620 0.16 13,590 3.58 1,806 0.48 13,933 3.67 159 0.04 7,462 1.97

* 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 more than 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: Individual causes of delay numbers may not add to totals, because of rounding. *All U. S. airlines with at least 0.5 percent of total domestic scheduled service passenger revenues plus any branded codeshare partners.

AIR TRAVEL CONSUMER REPORT

TABLE 7A. CAUSES OF DELAY, BY REPORTING OPERATING CARRIER

JANUARY 2021

CARRIER TOTAL

RECORDS ON TIME % ON TIME 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

ALASKA AIRLINES 10628 9758 91.81 75 0.71 22 0.21 224 2.11 16 0.15 418 3.93 14 0.13 101 0.95

ALLEGIANT AIR 5827 4691 80.50 277 4.75 24 0.41 190 3.26 88 1.51 290 4.98 7 0.12 261 4.48

AMERICAN AIRLINES 38226 33979 88.89 258 0.67 62 0.16 1340 3.51 192 0.50 1697 4.44 25 0.07 672 1.76

DELTA AIR LINES 48239 43753 90.70 92 0.19 47 0.10 1517 3.14 61 0.13 1982 4.11 11 0.02 775 1.61

ENDEAVOR AIR 19501 18069 92.66 23 0.12 25 0.13 447 2.29 76 0.39 521 2.67 1 0.01 340 1.74

ENVOY AIR 17665 14656 82.97 331 1.87 44 0.25 422 2.39 208 1.18 1487 8.42 9 0.05 508 2.88

FRONTIER AIRLINES 6264 5697 90.95 21 0.34 4 0.06 166 2.65 10 0.16 270 4.31 0 0.00 96 1.53

HAWAIIAN AIRLINES 3199 3030 94.72 7 0.22 1 0.03 140 4.38 6 0.19 1 0.03 1 0.03 13 0.41

HORIZON AIR 8906 8107 91.03 122 1.37 19 0.21 238 2.67 37 0.42 202 2.27 4 0.04 177 1.99

JETBLUE AIRWAYS 8937 6932 77.57 99 1.11 11 0.12 693 7.75 14 0.16 857 9.59 16 0.18 316 3.54

MESA AIRLINES 11232 9742 86.73 172 1.53 16 0.14 345 3.07 103 0.92 582 5.18 3 0.03 269 2.39

PSA AIRLINES 12615 10762 85.31 373 2.96 16 0.13 463 3.67 38 0.30 605 4.80 6 0.05 353 2.80

REPUBLIC AIRWAYS 21720 19582 90.16 271 1.25 28 0.13 579 2.67 58 0.27 843 3.88 10 0.05 348 1.60

SKYWEST AIRLINES 52000 46057 88.57 588 1.13 165 0.32 3490 6.71 636 1.22 244 0.47 13 0.03 807 1.55

SOUTHWEST AIRLINES 61307 55704 90.86 677 1.10 43 0.07 1923 3.14 45 0.07 1474 2.40 17 0.03 1424 2.32

SPIRIT AIRLINES 11202 9950 88.82 99 0.88 14 0.12 236 2.11 25 0.22 673 6.01 21 0.19 184 1.64

UNITED AIRLINES 23960 21774 90.88 162 0.68 36 0.15 690 2.88 64 0.27 860 3.59 0 0.00 374 1.56

TOTAL 361,428 322,243 89.16 3,647 1.01 577 0.16 13,104 3.63 1,676 0.46 13,006 3.60 157 0.04 7,018 1.94

Note: Individual causes of delay numbers may not add to totals, because of rounding.

AIR TRAVEL CONSUMER REPORT

TABLE 7B. OVERALL CAUSES OF DELAY BY REPORTING OPERATING CARRIER JANUARY 2021

AIR TRAVEL CONSUMER REPORT

TABLE 8. LIST OF DOMESTIC FLIGHTS WITH TARMAC DELAYS OVER 3 HOURS BY MARKETING/OPERATING CARRIER

JANUARY 2021

MARKETING CARRIER OPERATING CARRIER FLIGHT NUMBER ORIGIN

AIRPORT DESTINATION

AIRPORT DATE OF FLIGHT

LOCATION OF LONGEST TARMAC

DELAY

LENGTH OF TARMAC DELAY

None

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 airports and codes on the BTS website.

https://www.bts.gov/topics/airlines-and-airports/world-airport-codes

AIR TRAVEL CONSUMER REPORT

TABLE 8A. LIST OF INTERNATIONAL FLIGHTS WITH TARMAC DELAYS OVER 4 HOURS BY MARKETING/OPERATING CARRIER

JANUARY 2021

MARKETING CARRIER OPERATING CARRIER FLIGHT NUMBER ORIGIN

AIRPORT DESTINATION

AIRPORT DATE OF FLIGHT

LOCATION OF LONGEST TARMAC

DELAY

LENGTH OF TARMAC DELAY

None

Note: Tarmac delays of more than 4 hours on any international flight at its U.S. airport departure from or arrival in the U.S., based on reports from all U.S. and foreign carriers operating international flights to and from the U.S. (Part 244). * * See airports and codes on the BTS website.

https://www.bts.gov/topics/airlines-and-airports/world-airport-codes

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 ATL Balt/Wash: Thurgood Marshall BWI Boston: Logan International BOS Charlotte: Douglas CLT Chicago: Midway MDW Chicago: O'Hare ORD Dallas-Fort Worth: International DFW Denver: International DEN Detroit: Metro Wayne County DTW Ft. Lauderdale: International FLL Honolulu: Honolulu International HNL Houston: George Bush IAH Las Vegas: McCarran International LAS Los Angeles: International LAX Miami: International MIA Minneapolis-St. Paul: International MSP Newark: Liberty International EWR New York: JFK International JFK New York: LaGuardia LGA Orlando: International MCO Philadelphia: International PHL Phoenix: Sky Harbor International PHX Portland: International PDX Salt Lake City: International SLC San Diego: Lindbergh Field SAN San Francisco: International SFO Seattle-Tacoma: International SEA Tampa: Tampa International TPA Washington: Dulles IAD Washington: Reagan National DCA

Air Carriers Required to Report

Data to DOT and to CRS Vendors*

AS Alaska Airlines

G4 Allegiant Air

AA American Airlines

DL Delta Air Lines

9E Endeavor Air

MQ Envoy Air

F9 Frontier Airlines

HA Hawaiian Airlines

QX Horizon Air

B6 JetBlue Airways

YV Mesa Airlines

OH PSA Airlines

YX Republic Airways

OO SkyWest Airlines

WN Southwest Airlines

NK Spirit Airlines

UA United Airlines

* Based on the Bureau of Transportation Statistics’ Technical Reporting Directive #34, issued October 15, 2020, effective January 1, 2021: https://www.bts.gov/topics/airlines-and-airports/number-34-time- reporting-carriers-effective-jan-1-2021

https://www.bts.gov/topics/airlines-and-airports/number-34-time-reporting-carriers-effective-jan-1-2021

MISHANDLED BAGGAGE

The baggage statistics in this section were filed with DOT’s Bureau of Transportation Statistics (Office of Airline Information) by U.S. airlines that have at least one- half percent (.005) of total domestic scheduled-service passenger revenues. See 14 CFR 234.3 and 234.6. For the 12 months ending June 30, 2020, 17 air carriers reached this reporting threshold. They are: Alaska Airlines, Allegiant Air, American Airlines, Delta Air Lines, Endeavor Air, Envoy Air, Frontier Airlines, Hawaiian Airlines, Horizon Air, JetBlue Airways, Mesa Airlines, PSA Airlines, Republic Airways, SkyWest Airlines, Southwest Airlines, Spirit Airlines, and United Airlines.

The tables in this section provide the rate of mishandled bags per 1,000 bags enplaned. The number of mishandled bags displayed in these tables represents the number of check bags that are lost, damaged, delayed, and pilfered, as reported by or on behalf of the passenger, that were in the airline’s custody for its reportable domestic nonstop scheduled passenger flights. The number of bags enplaned displayed in these tables represent the total number of checked bags enplaned, including wheelchairs and scooters that were placed into the aircraft cargo compartment for any reportable domestic nonstop scheduled passenger flight. The number of mishandled bags and the number of enplaned bags for all airlines, except one airline, will not include bags of passengers traveling on itineraries with domestic segments and international segments unless the bag is a “valet bag,” meaning the passenger dropped the bag off at the end of the loading bridge or on the tarmac and returned to the passenger on the loading bridge or on the tarmac following the flight.

For additional information on this aspect of mishandled baggage reporting see the Department’s Notice of Enforcement Policy Regarding Reporting of Mishandled Baggage and Wheelchair Data, dated October 31, 2018: https://www.transportation.gov/sites/dot.gov/files/docs/resources/individuals/aviation-consumer- protection/323451/mishandled-baggageand-wheelchair-reporting-enforcement-policy.pdf.

https://www.transportation.gov/sites/dot.gov/files/docs/resources/individuals/aviation-consumer-protection/323451/mishandled-baggageand-wheelchair-reporting-enforcement-policy.pdf

AIR TRAVEL CONSUMER REPORT

MISHANDLED BAGGAGE: RANKING OF U.S. REPORTING MARKETING CARRIERS (MONTHLY)

RANK CARRIER*

JANUARY 2021 JANUARY 2020

NUMBER OF BAGS ENPLANED

NUMBER OF BAGS

MISHANDLED

NUMBER OF BAGS MISHANDLED PER 1000

ENPLANED

NUMBER OF BAGS

ENPLANED

NUMBER OF BAGS

MISHANDLED

NUMBER OF BAGS MISHANDLED PER 1000

ENPLANED

1 ALLEGIANT AIR 219,836 250 1.14 476,380 805 1.69

HAWAIIAN AIRLINES NETWORK 144,958 234 1.61 535,434 2,303 4.30

- HAWAIIAN AIRLINES 143,028 233 1.63 521,495 2,151 4.12

- BRANDED CODESHARE PARTNERS 1,930 1 0.52 13,939 152 10.90

3 FRONTIER AIRLINES 351,049 752 2.14 888,555 3,633 4.09

4 SOUTHWEST AIRLINES 4,485,751 11,677 2.60 9,298,434 36,118 3.88

DELTA AIR LINES NETWORK 3,208,134 9,002 2.81 8,276,650 37,254 4.50

- DELTA AIR LINES 2,189,179 6,163 2.82 6,213,182 27,557 4.44

- BRANDED CODESHARE PARTNERS 1,018,955 2,839 2.79 2,063,468 9,697 4.70

ALASKA AIRLINES NETWORK 920,133 2,848 3.10 2,289,227 15,101 6.60

- ALASKA AIRLINES 579,734 1,742 3.00 1,646,964 9,850 5.98

- BRANDED CODESHARE PARTNERS 340,399 1,106 3.25 642,263 5,251 8.18

7 JETBLUE AIRWAYS 440,014 1,427 3.24 1,272,589 5,006 3.93

8 SPIRIT AIRLINES 543,639 1,826 3.36 1,025,732 5,411 5.28

UNITED AIRLINES NETWORK 2,655,774 9,884 3.72 6,193,439 38,487 6.21

- UNITED AIRLINES 1,550,535 5,350 3.45 3,672,898 22,219 6.05

- BRANDED CODESHARE PARTNERS 1,105,239 4,534 4.10 2,520,541 16,268 6.45

AMERICAN AIRLINES NETWORK 4,413,387 30,258 6.86 9,727,580 74,975 7.71

- AMERICAN AIRLINES 2,418,468 15,874 6.56 5,966,148 46,598 7.81

- BRANDED CODESHARE PARTNERS 1,994,919 14,384 7.21 3,761,432 28,377 7.54

TOTAL 17,382,675 68,158 3.92 39,984,020 219,093 5.48

* All U.S. airlines with at least 0.5 percent of total domestic scheduled-service passenger revenues plus any branded codeshare partners.

AIR TRAVEL CONSUMER REPORT

MISHANDLED BAGGAGE: RANKING OF U.S. REPORTING OPERATING CARRIERS (MONTHLY)

RANK CARRIER*

JANUARY 2021 JANUARY 2020

NUMBER OF BAGS ENPLANED

NUMBER OF BAGS

MISHANDLED

NUMBER OF BAGS MISHANDLED PER 1000

ENPLANED

NUMBER OF BAGS

ENPLANED

NUMBER OF BAGS

MISHANDLED

NUMBER OF BAGS MISHANDLED PER 1000

ENPLANED

1 ALLEGIANT AIR 219,836 250 1.14 476,380 805 1.69

2 HAWAIIAN AIRLINES 143,028 233 1.63 521,495 2,151 4.12

3 FRONTIER AIRLINES 351,049 752 2.14 888,555 3,633 4.09

4 SOUTHWEST AIRLINES 4,485,751 11,677 2.60 9,298,434 36,118 3.88

5 ENDEAVOR AIR 528,346 1,388 2.63 901,600 4,453 4.94

6 DELTA AIR LINES 2,189,179 6,163 2.82 6,213,182 27,557 4.44

7 ALASKA AIRLINES 579,734 1,742 3.00 1,646,964 9,850 5.98

8 HORIZON AIR 264,760 831 3.14 - - -

9 JETBLUE AIRWAYS 440,014 1,427 3.24 1,272,589 5,006 3.93

10 SPIRIT AIRLINES 543,639 1,826 3.36 1,025,732 5,411 5.28

11 UNITED AIRLINES 1,550,535 5,350 3.45 3,672,898 22,219 6.05

12 SKYWEST AIRLINES 1,267,272 5,084 4.01 2,556,115 15,390 6.02

13 PSA AIRLINES 532,907 2,809 5.27 1,117,123 7,841 7.02

14 REPUBLIC AIRWAYS 534,213 2,850 5.33 716,346 4,994 6.97

15 MESA AIRLINES 378,730 2,392 6.32 779,650 5,219 6.69

16 AMERICAN AIRLINES 2,418,468 15,874 6.56 5,966,148 46,598 7.81

17 ENVOY AIR 522,099 5,193 9.95 893,126 7,795 8.73

TOTAL 16,949,560 65,841 3.88 37,946,337 205,040 5.40

* All U.S. airlines with at least 0.5 percent of total domestic scheduled-service passenger revenues.

MISHANDLED WHEELCHAIRS AND SCOOTERS

The Department revised 14 CFR 234 to require airlines classified as “reporting carriers” to report mishandled wheelchair and scooter data in aircraft

cargo compartments. Pursuant to the FAA Reauthorization Act of 2018, this requirement applies to operations on and after December 4, 2018. For

flights on January 1, 2020, and after, airlines must also report this data for their branded codeshare partners.

AIR TRAVEL CONSUMER REPORT

MISHANDLED WHEELCHAIRS AND SCOOTERS: RANKING OF U.S. REPORTING MARKETING CARRIERS (MONTHLY)

RANK CARRIER*

JANUARY 2021 JANUARY 2020

NUMBER OF WHEELCHAIRS AND

SCOOTERS ENPLANED

NUMBER OF WHEELCHAIRS AND

SCOOTERS MISHANDLED

PERCENT OF WHEELCHAIRS AND SCOOTERS

MISHANDLED

NUMBER OF WHEELCHAIRS AND

SCOOTERS ENPLANED

NUMBER OF WHEELCHAIRS AND

SCOOTERS MISHANDLED

PERCENT OF WHEELCHAIRS AND SCOOTERS

MISHANDLED

HAWAIIAN AIRLINES NETWORK 182 0 0.00 561 5 0.89

- HAWAIIAN AIRLINES 173 0 0.00 485 5 1.03

- BRANDED CODESHARE PARTNERS 9 0 0.00 76 0 0.00

2 ALLEGIANT AIR 219 1 0.46 1,326 4 0.30

3 FRONTIER AIRLINES 686 5 0.73 2,318 40 1.73

DELTA AIR LINES NETWORK 4,107 30 0.73 12,967 110 0.85

- DELTA AIR LINES 2,798 23 0.82 10,402 89 0.86

- BRANDED CODESHARE PARTNERS 1,309 7 0.53 2,565 21 0.82

UNITED AIRLINES NETWORK 3,200 28 0.88 8,091 123 1.52

- UNITED AIRLINES 1,813 21 1.16 5,329 91 1.71

- BRANDED CODESHARE PARTNERS 1,387 7 0.50 2,762 32 1.16

6 SOUTHWEST AIRLINES 2,721 37 1.36 10,119 194 1.92

ALASKA AIRLINES NETWORK 741 13 1.75 2,219 24 1.08

- ALASKA AIRLINES 468 8 1.71 1,814 20 1.10

- BRANDED CODESHARE PARTNERS 273 5 1.83 405 4 0.99

AMERICAN AIRLINES NETWORK 3,381 61 1.80 9,900 188 1.90

- AMERICAN AIRLINES 2,189 46 2.10 7,384 126 1.71

- BRANDED CODESHARE PARTNERS 1,192 15 1.26 2,516 62 2.46

9 JETBLUE AIRWAYS 641 12 1.87 2,863 31 1.08

10 SPIRIT AIRLINES 317 9 2.84 1,525 43 2.82

TOTAL 16,195 196 1.21 51,889 762 1.47

* All U.S. airlines with at least 0.5 percent of total domestic scheduled-service passenger revenues plus any branded codeshare partners.

AIR TRAVEL CONSUMER REPORT

MISHANDLED WHEELCHAIRS AND SCOOTERS: RANKING OF U.S. REPORTING OPERATING CARRIERS (MONTHLY)

RANK CARRIER*

JANUARY 2021 JANUARY 2020

NUMBER OF WHEELCHAIRS AND

SCOOTERS ENPLANED

NUMBER OF WHEELCHAIRS AND

SCOOTERS MISHANDLED

PERCENT OF WHEELCHAIRS AND SCOOTERS

MISHANDLED

NUMBER OF WHEELCHAIRS AND

SCOOTERS ENPLANED

NUMBER OF WHEELCHAIRS AND

SCOOTERS MISHANDLED

PERCENT OF WHEELCHAIRS AND SCOOTERS

MISHANDLED

1 HAWAIIAN AIRLINES 173 0 0.00 485 5 1.03

2 ALLEGIANT AIR 219 1 0.46 1,326 4 0.30

3 REPUBLIC AIRWAYS 537 3 0.56 933 7 0.75

4 ENDEAVOR AIR 699 4 0.57 961 8 0.83

5 SKYWEST AIRLINES 1,326 9 0.68 2,691 38 1.41

6 FRONTIER AIRLINES 686 5 0.73 2,318 40 1.73

7 MESA AIRLINES 369 3 0.81 745 9 1.21

8 DELTA AIR LINES 2,798 23 0.82 10,402 89 0.86

9 ENVOY AIR 307 3 0.98 638 20 3.13

10 UNITED AIRLINES 1,813 21 1.16 5,329 91 1.71

11 SOUTHWEST AIRLINES 2,721 37 1.36 10,119 194 1.92

12 PSA AIRLINES 274 4 1.46 572 13 2.27

13 ALASKA AIRLINES 468 8 1.71 1,814 20 1.10

14 JETBLUE AIRWAYS 641 12 1.87 2,863 31 1.08

15 HORIZON AIR 259 5 1.93 - - -

16 AMERICAN AIRLINES 2,189 46 2.10 7,384 126 1.71

17 SPIRIT AIRLINES 317 9 2.84 1,525 43 2.82

TOTAL 15,796 193 1.22 50,105 738 1.47

* All U.S. airlines with at least 0.5 percent of total domestic scheduled-service passenger revenues.

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 0.5 percent of total domestic scheduled-service passenger revenues and operate aircraft with a

passenger capacity of 30 or more seats (see footnote on chart for details). It provides system data for scheduled passenger service on domestic

flights and data on international flight segments that originate in the United States. Information is displayed for the latest available quarter and for

the year to date, for the current period and for the same period in the previous year. The data are reported quarterly to DOT's Bureau of

Transportation Statistics (Office of Airline Information). The reporting requirement is found in 14 CFR 250.10.

These tables give information by marketing and reporting 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 boarding’s 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 boarding’s 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.

AIR TRAVEL CONSUMER REPORT

PASSENGERS DENIED BOARDING BY REPORTING MARKETING U.S. AIRLINES

RANK CARRIER*

OCTOBER - DECEMBER 2020

OCTOBER - DECEMBER 2019

DENIED BOARDINGS (DB'S) ENPLANED

PASSENGERS

INVOLUNTARY DB's PER 10,000 PASSENGERS

DENIED BOARDINGS (DB'S)

ENPLANED PASSENGERS

INVOLUNTARY DB's PER 10,000 PASSENGERS

VOLUNTARY INVOLUNTARY

DELTA AIR LINES NETWORK 1,199 0 15,206,962 0.00 47,037 0 46,654,452 0.00

- DELTA AIR LINES 570 0 11,484,571 0.00 26,246 0 36,796,401 0.00

- BRANDED CODESHARE PARTNERS 629 0 3,722,391 0.00 20,791 0 9,858,051 0.00

2 JETBLUE AIRWAYS 62 0 2,560,789 0.00 637 16 9,504,092 0.02

3 ALLEGIANT AIR 6 0 2,180,397 0.00 347 2 3,613,426 0.01

HAWAIIAN AIRLINES NETWORK 8 0 477,358 0.00 113 0 2,725,238 0.00

- HAWAIIAN AIRLINES 8 0 469,717 0.00 101 0 2,674,636 0.00

- BRANDED CODESHARE PARTNERS 0 0 7,641 0.00 12 0 50,602 0.00

ALASKA AIRLINES NETWORK 7 1 3,606,481 0.00 4,053 162 11,384,249 0.14

- ALASKA AIRLINES 0 0 2,247,354 0.00 3,147 108 8,547,197 0.13

- BRANDED CODESHARE PARTNERS 7 1 1,359,127 0.01 906 54 2,837,052 0.19

UNITED AIRLINES NETWORK 767 5 14,096,177 0.00 13,514 27 36,739,818 0.01

- UNITED AIR LINES 289 5 8,860,807 0.01 5,668 13 25,141,731 0.01

- BRANDED CODESHARE PARTNERS 478 0 5,235,370 0.00 7,846 14 11,598,087 0.01

7 SOUTHWEST AIRLINES 487 28 16,011,098 0.02 4,339 269 40,839,000 0.07

AMERICAN AIRLINES NETWORK 1,986 106 22,451,466 0.05 24,920 2,649 50,242,753 0.53

- AMERICAN AIRLINES 591 28 14,695,523 0.02 15,503 1,071 35,416,937 0.30

- BRANDED CODESHARE PARTNERS 1,395 78 7,755,943 0.10 9,417 1,578 14,825,816 1.06

9 FRONTIER AIRLINES 167 51 2,619,595 0.19 821 249 5,764,965 0.43

10 SPIRIT AIRLINES 685 99 5,010,558 0.20 5,575 121 8,276,219 0.15

TOTAL 5,374 290 84,220,881 0.03 101,356 3,495 215,744,212 0.16

* All U.S. airlines with at least 0.5 percent of total domestic scheduled-service passenger revenues plus any branded codeshare partners.

AIR TRAVEL CONSUMER REPORT

PASSENGERS DENIED BOARDING BY REPORTING OPERATING U.S. AIRLINES

RANK AIRLINE*

OCTOBER - DECEMBER 2020

OCTOBER - DECEMBER 2019

DENIED BOARDINGS (DB'S) ENPLANED

PASSENGERS

INVOLUNTARY DB's PER 10,000 PASSENGERS

DENIED BOARDINGS (DB'S)

ENPLANED PASSENGERS

INVOLUNTARY DB's PER 10,000 PASSENGERS

VOLUNTARY INVOLUNTARY

1 DELTA AIR LINES 570 0 11,484,571 0.00 26,246 0 36,796,401 0.00

2 JETBLUE AIRWAYS 62 0 2,560,789 0.00 637 16 9,504,092 0.02

3 ALASKA AIRLINES 0 0 2,247,354 0.00 3,147 108 8,547,197 0.13

4 ALLEGIANT AIR 6 0 2,180,397 0.00 347 2 3,613,426 0.01

5 ENDEAVOR AIR 233 0 2,013,531 0.00 6,772 0 3,780,820 0.00

6 HAWAIIAN AIRLINES 8 0 469,717 0.00 101 0 2,674,636 0.00

7 REPUBLIC AIRWAYS 217 21 2,613,252 0.01 3,532 120 3,218,312 0.37

8 UNITED AIRLINES 289 5 8,860,807 0.01 5,668 13 25,141,731 0.01

9 SKYWEST AIRLINES 720 5 5,122,330 0.01 13,524 116 10,085,483 0.12

10 MESA AIRLINES 170 3 1,769,553 0.02 1,428 102 3,528,613 0.29

11 SOUTHWEST AIRLINES 487 28 16,011,098 0.02 4,339 269 40,839,000 0.07

12 AMERICAN AIRLINES 591 28 14,695,523 0.02 15,503 1,071 35,416,937 0.30

13 PSA AIRLINES 360 19 2,083,641 0.09 2,683 459 3,816,412 1.20

14 ENVOY AIR 408 30 2,164,410 0.14 2,427 544 3,703,185 1.47

15 FRONTIER AIRLINES 167 51 2,619,595 0.19 821 249 5,764,965 0.43

16 SPIRIT AIRLINES 685 99 5,010,558 0.20 5,575 121 8,276,219 0.15

TOTAL 4,973 289 81,907,126 0.04 92,750 3,190 204,707,429 0.16

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

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 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 - Tables 6A (Table 5A in YTD reports) ranks the largest U.S. marketing and reporting airlines (those that each account for 0.5

percent of total domestic scheduled-service passenger revenues per 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.

AIR TRAVEL CONSUMER REPORT

TABLE 1

CONSUMER COMPLAINTS SUMMARY

JANUARY 2021 JANUARY 2020

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS

U.S. AIRLINES 924 18 0 160 746 75 0 116

FOREIGN AIRLINES 2,273 5 0 104 520 2 0 48

TRAVEL AGENTS 745 0 0 36 36 0 0 11

TOUR OPERATORS 1 0 0 0 0 0 0 0

MISCELLANEOUS 23 22 0 99 10 52 0 100

INDUSTRY TOTALS 3,966 45 0 399 1,312 129 0 275

AIR TRAVEL CONSUMER REPORT

Table 2

COMPLAINT CATEGORIES*

JANUARY 2021 JANUARY 2020

COMPLAINT CATEGORY RANKING COMPLAINTS** SUB-CATEGORY RANKING COMPLAINTS** SUB-CATEGORY

REFUNDS 1 3,291 5 143

FARES 2 198 6 86

RESERVATIONS/TICKETING/BOARDING 3 156 4 168

FLIGHT PROBLEMS 4 102 1 287

CANCELLATION 47 106

DELAY 25 91

MISCONNECTION 13 48

CUSTOMER SERVICE 5 79 3 189

BAGGAGE 6 75 2 240

DISABILITY 7 36 8 70

OTHER 8 14 7 72

FREQUENT FLYER 10 49

DISCRIMINATION 9 6 10 11

OVERSALES 10 5 9 42

ADVERTISING 11 4 11 3

ANIMALS 12 0 12 1

COMPLAINT TOTAL 3,966 1,312

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

AIR TRAVEL CONSUMER REPORT

Table 3

COMPLAINTS AGAINST U.S. AIRLINES BY COMPLAINT CATEGORIES*

JANUARY 2021

U.S. AIRLINES**

ALPHABETICAL

FLIGHT

PROBLEMS

OVER-

SALES

RES/TKT/

BOARDING FARES REFUNDS BAGGAGE

CUSTOMER

SERVICE

DIS-

ABILITY

ADVERT-

ISING

DISCRIM-

INATION ANIMALS OTHER TOTAL

ALASKA AIRLINES 2 0 0 3 35 2 2 2 0 0 0 0 46

ALLEGIANT AIR 3 0 0 0 4 0 0 2 0 0 0 0 9

AMERICAN AIRLINES 12 0 8 9 113 3 11 7 1 2 0 1 167

DELTA AIR LINES 4 0 3 4 36 8 5 3 0 1 0 1 65

EASTERN 3 0 1 0 1 0 0 0 0 0 0 0 5

ENVOY AIR 1 0 1 1 3 1 0 1 0 0 0 0 8

FRONTIER AIRLINES 5 1 3 21 43 2 5 0 0 0 0 0 80

HAWAIIAN AIRLINES 0 0 2 2 8 0 1 0 0 0 0 0 13

JETBLUE AIRWAYS 3 0 4 7 36 1 6 4 0 1 0 0 62

PSA AIRLINES 1 0 0 0 6 0 1 0 0 0 0 0 8

REPUBLIC AIRWAYS 3 0 0 0 4 0 1 0 0 0 0 0 8

SILVER AIRWAYS 0 0 0 0 5 0 1 1 0 0 0 0 7

SKYWEST AIRLINES 5 0 0 0 2 0 0 0 0 0 0 1 8

SOUTHWEST AIRLINES 3 0 3 18 30 7 7 7 0 1 0 0 76

SPIRIT AIRLINES 9 0 4 17 76 4 7 0 0 0 0 2 119

SUN COUNTRY AIRLINES 0 0 1 0 3 0 1 0 0 0 0 0 5

UNITED AIRLINES 15 1 14 19 146 8 16 6 0 0 0 2 227

OTHER U.S. AIRLINES 2 0 0 0 6 0 1 0 0 0 0 2 11

TOTAL JANUARY 2021 71 2 44 101 557 36 65 33 1 5 0 9 924

% of TOTAL COMPLAINTS 7.7 0.2 4.8 10.9 60.3 3.9 7.0 3.6 0.1 0.5 0 1.0

TOTAL JANUARY 2020 207 27 69 37 46 107 127 55 1 8 0 62 746

% of TOTAL COMPLAINTS 27.7 3.6 9.2 5.0 6.2 14.3 17.0 7.4 0.1 1.1 0 8.3

* A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS THIS SECTION. ** AIRLINES ARE LISTED INDIVIDUALY 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.'

AIR TRAVEL CONSUMER REPORT

Table 4

COMPLAINTS AGAINST U.S. AIRLINES BY INCIDENT DATE*

U.S. AIRLINES

ALPHABETICAL

COMPS

RECD

JAN

INCI-

DENTS

JAN

PERCENT

INCI-

DENTS

DEC

PERCENT

INCI-

DENTS

IN ALL

PRIOR

MONTHS

PERCENT

UN-

KNOWN

INCI-

DENT

DATE

PERCENT

ALASKA AIRLINES 46 7 15.2 2 4.3 32 69.6 5 10.9

ALLEGIANT AIR 9 6 66.7 0 0.0 2 22.2 1 11.1

AMERICAN AIRLINES 167 40 24.0 26 15.6 78 46.7 23 13.8

DELTA AIR LINES 65 13 20.0 9 13.8 33 50.8 10 15.4

EASTERN 5 4 80.0 0 0.0 1 20.0 0 0.0

ENVOY AIR 8 1 12.5 3 37.5 2 25.0 2 25.0

FRONTIER AIRLINES 80 19 23.8 2 2.5 50 62.5 9 11.3

HAWAIIAN AIRLINES 13 3 23.1 0 0.0 7 53.8 3 23.1

JETBLUE AIRWAYS 62 15 24.2 7 11.3 29 46.8 11 17.7

PSA AIRLINES 8 3 37.5 1 12.5 3 37.5 1 12.5

REPUBLIC AIRWAYS 8 6 75.0 1 12.5 1 12.5 0 0.0

SKYWEST AIRLINES 8 2 25.0 3 37.5 3 37.5 0 0.0

SOUTHWEST AIRLINES 76 19 25.0 12 15.8 27 35.5 18 23.7

SPIRIT AIRLINES 119 25 21.0 9 7.6 68 57.1 17 14.3

SUN COUNTRY AIRLINES 5 2 40.0 0 0.0 2 40.0 1 20.0

UNITED AIRLINES 227 42 18.5 21 9.3 140 61.7 24 10.6

OTHER U.S. AIRLINES 11 3 27.3 1 9.1 5 45.5 2 18.2

Totals 924 210 22.7 97 10.5 490 53.0 127 13.7

Previous Year's Totals 746 316 42.4 193 25.9 165 22.1 72 9.7

* 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.'

AIR TRAVEL CONSUMER REPORT

Table 5

COMPANIES OTHER THAN U.S. AIRLINES* BY COMPLAINT CATEGORY**

JANUARY 2021

FLIGHT

PROBLEMS

OVER-

SALES

RES/TKT/

BOARDING FARES REFUNDS BAGGAGE

CUSTOMER

SERVICE

DIS-

ABILITY

ADVERT-

ISING

DISCRIM-

INATION ANIMALS OTHER TOTAL

FOREIGN AIRLINES

AER LINGUS 0 0 0 2 21 1 0 0 0 0 0 0 24

AEROFLOT 0 0 1 0 10 0 0 0 0 0 0 0 11

AEROMEXICO 1 0 1 2 60 1 1 1 0 0 0 0 67

AIR ASIA 0 0 0 0 8 0 0 0 0 0 0 0 8

AIR CANADA 1 0 4 0 170 0 0 0 0 0 0 0 175

AIR EUROPA 0 0 0 0 9 0 0 0 0 0 0 0 9

AIR FRANCE 1 0 5 2 23 2 0 0 0 0 0 0 33

AIR INDIA 0 0 4 1 85 1 0 0 0 0 0 0 91

AIR NEW ZEALAND 0 0 0 0 8 0 0 0 0 0 0 0 8

AIR TAHITI NUI 0 0 0 1 9 0 0 0 0 0 0 0 10

ALITALIA AIRLINES 1 0 1 0 9 1 0 0 0 0 0 0 12

ANA ALL NIPPON AIRWAYS 0 0 0 0 5 0 0 0 0 0 0 0 5

AUSTRIAN AIRLINES 0 0 0 1 8 0 0 0 0 0 0 0 9

AVIANCA 1 0 8 8 168 0 0 0 0 0 0 0 185

AZUL BRAZILIAN AIRLINES 0 0 0 0 5 0 0 0 0 0 0 0 5

BRITISH AIRWAYS 0 0 4 4 49 0 1 0 0 1 0 0 59

BRUSSELS AIRLINES 0 0 1 0 5 0 0 0 0 0 0 0 6

CARIBBEAN AIRLINES 0 0 0 0 12 0 0 0 0 0 0 0 12

COPA 0 1 2 5 42 1 0 0 0 0 0 0 51

EGYPTAIR 1 0 1 0 12 2 0 0 0 0 0 0 16

EL AL ISRAEL 1 0 1 1 69 1 0 0 0 0 0 0 73

EMIRATES AIRLINES 0 0 1 0 5 1 0 0 0 0 0 0 7

ETHIOPIAN AIRLINES 1 0 2 1 6 2 0 0 0 0 0 0 12

ETIHAD AIRWAYS 0 0 0 0 8 0 0 0 0 0 0 1 9

EVA AIRWAYS 0 0 0 0 5 0 0 0 0 0 0 0 5

FIJI AIRWAYS 0 0 1 0 29 0 0 0 0 0 0 0 30

FINNAIR OY 0 0 1 0 5 0 0 0 0 0 0 0 6

FRENCH BEE 0 0 0 0 6 0 0 0 0 0 0 0 6

IBERIA AIRLINES 1 0 1 3 25 5 1 0 0 0 0 0 36

ICELANDAIR 0 1 0 0 15 0 0 0 0 0 0 0 16

INTERJET 0 0 8 1 137 0 0 0 0 0 0 0 146

JAPAN AIR LINES 0 0 1 0 7 0 0 0 0 0 0 0 8

KENYA AIRWAYS 0 0 0 1 6 0 0 0 0 0 0 0 7

KLM 2 0 1 0 12 1 1 1 0 0 0 0 18

LA COMPAGNIE 0 0 0 0 8 0 0 0 0 0 0 0 8

LATAM 4 0 3 2 28 2 0 0 0 0 0 0 39

LEVEL 0 0 0 0 5 0 0 0 0 0 0 0 5

LOT POLISH AIRLINES 0 0 0 0 10 0 0 0 0 0 0 0 10

AIR TRAVEL CONSUMER REPORT

Table 5 (cont’d)

COMPANIES OTHER THAN U.S. AIRLINES* BY COMPLAINT CATEGORY** JANUARY 2021

FLIGHT

PROBLEMS

OVER-

SALES

RES/TKT/

BOARDING FARES REFUNDS BAGGAGE

CUSTOMER

SERVICE

DIS-

ABILITY

ADVERT-

ISING

DISCRIM-

INATION ANIMALS OTHER TOTAL

FOREIGN AIRLINES (cont’d)

LUFTHANSA 0 0 3 4 55 4 0 0 0 0 0 2 68

NORWEGIAN AIR SHUTTLE 1 0 0 7 93 0 1 0 0 0 0 0 102

PHILIPPINE AIRLINES 0 0 1 2 103 1 0 0 0 0 0 0 107

QATAR AIRWAYS 2 0 8 0 18 0 2 0 0 0 0 0 30

ROYAL AIR MAROC 1 0 0 0 32 0 0 0 0 0 0 0 33

ROYAL JORDANIAN AIRLINES 0 0 1 0 20 1 0 0 0 0 0 0 22

RYANAIR 0 0 0 0 7 0 0 0 0 0 0 0 7

SAS 0 0 0 0 14 0 0 0 0 0 0 0 14

SATA INTERNACIONAL 0 0 1 1 4 0 0 0 0 0 0 0 6

SINGAPORE AIRLINES 0 0 1 0 4 0 0 0 0 0 0 0 5

SOUTH AFRICAN AIRWAYS 0 0 0 0 16 0 0 0 0 0 0 0 16

SWISS AIR 0 0 0 0 12 1 0 0 1 0 0 0 14

TAP 1 0 4 3 315 0 1 0 0 0 0 1 325

TURKISH AIRLINES 3 0 15 4 35 6 3 1 0 0 0 1 68

UKRAINE INTERNATIONAL AIRLINES 1 0 0 0 6 0 0 0 0 0 0 0 7

VIRGIN ATLANTIC AIRWAYS 1 0 1 0 10 0 0 0 0 0 0 0 12

VIRGIN AUSTRALIA 0 0 0 0 8 0 0 0 0 0 0 0 8

VIVAAEROBUS 0 0 0 1 7 1 0 0 0 0 0 0 9

VOLARIS AIRLINES 1 1 3 21 64 2 1 0 1 0 0 0 94

WEST JET 0 0 0 0 16 0 0 0 0 0 0 0 16

OTHER FOREIGN AIRLINES 2 0 1 1 69 0 0 0 0 0 0 0 73

TOTALS 28 3 91 79 2,012 37 12 3 2 1 0 5 2,273

TRAVEL AGENTS

ASAPTICKETS.COM 0 0 0 0 26 0 0 0 0 0 0 0 26

CHASE TRAVEL 0 0 0 0 17 0 0 0 0 0 0 0 17

CHEAPOAIR.COM 0 0 1 4 46 0 1 0 0 0 0 0 52

EDREAMS.COM 0 0 0 0 7 0 0 0 0 0 0 0 7

EXPEDIA.COM 1 0 1 6 110 0 1 0 0 0 0 0 119

FLIGHT NETWORK 0 0 1 0 13 0 0 0 0 0 0 0 14

FLIGHTHUB 0 0 0 0 5 0 0 0 0 0 0 0 5

FLYUS.COM 0 0 1 0 4 0 0 0 0 0 0 0 5

GOTOGATE 0 0 1 0 20 0 0 0 0 0 0 0 21

HOPPER.COM 0 0 1 0 18 0 0 0 0 0 0 0 19

JUSTFLY.COM 0 0 3 2 52 0 0 0 0 0 0 0 57

KISSANDFLY 0 0 0 0 5 0 0 0 0 0 0 0 5

KIWI.COM 0 0 3 0 116 0 0 0 0 0 0 0 119

MANGO TOURS 0 0 0 0 8 0 0 0 0 0 0 0 8

MYTRIP.COM 0 0 0 0 7 0 0 0 0 0 0 0 7

AIR TRAVEL CONSUMER REPORT

Table 5 (cont’d)

COMPANIES OTHER THAN U.S. AIRLINES* BY COMPLAINT CATEGORY** JANUARY 2021

TRAVEL AGENTS FLIGHT

PROBLEMS

OVER-

SALES

RES/TKT/

BOARDING FARES REFUNDS BAGGAGE

CUSTOMER

SERVICE

DIS-

ABILITY

ADVERT-

ISING

DISCRIM-

INATION ANIMALS OTHER TOTAL

ORBITZ.COM 0 0 0 0 30 0 0 0 0 0 0 0 30

OVAGO 0 0 2 2 12 0 0 0 0 0 0 0 16

PRICELINE.COM 0 0 1 0 22 0 0 0 0 0 0 0 23

TRAVELOCITY.COM 1 0 1 1 22 0 0 0 0 0 0 0 25

TRIP.COM 0 0 0 0 5 0 0 0 0 0 0 0 5

VAYAMA 0 0 0 0 39 0 0 0 0 0 0 0 39

WOWFARE 0 0 0 0 6 0 0 0 0 0 0 0 6

OTHER TRAVEL AGENTS 0 0 4 3 112 1 0 0 0 0 0 0 120

TOTALS 2 0 20 18 702 1 2 0 0 0 0 0 745

TOUR OPERATORS

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

TOTALS 0 0 0 0 1 0 0 0 0 0 0 0 1

MISCELLANEOUS

OTHER MISCELLANEOUS 1 0 1 0 19 1 0 0 1 0 0 0 23

TOTALS 1 0 1 0 19 1 0 0 1 0 0 0 23

* 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.

AIR TRAVEL CONSUMER REPORT TABLE 6

AIR TRAVEL CONSUMER REPORT/ CONSUMER COMPLAINTS: LIST OF LARGE U.S. MARKETING CARRIERS* (NON-RANKED, IN ALPHABETIC ORDER).

JANUARY 2021 JANUARY 2020

AIRLINE COMPLAINTS COMPLAINTS

ALASKA AIRLINES NETWORK 50 19

- ALASKA AIRLINES 46 16

- BRANDED CODESHARE PARTNERS 4 3

ALLEGIANT AIR 9 15

AMERICAN AIRLINES NETWORK 190 243

- AMERICAN AIRLINES 167 217

- BRANDED CODESHARE PARTNERS 23 26

DELTA AIR LINES NETWORK 75 79

- DELTA AIR LINES 65 74

- BRANDED CODESHARE PARTNERS 10 5

FRONTIER AIRLINES 80 50

HAWAIIAN AIRLINES NETWORK 13 4

- HAWAIIAN AIRLINES 13 4

- BRANDED CODESHARE PARTNERS 0 0

JETBLUE AIRWAYS 62 37

SOUTHWEST AIRLINES 76 34

SPIRIT AIRLINES 119 81

UNITED AIRLINES NETWORK 227 146

- UNITED AIRLINES 227 134

- BRANDED CODESHARE PARTNERS 0 12

TOTAL 901 708

* 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. The carriers that are listed in this table are the same carriers that are ranked in the "Flight Delays," section of this report.

AIR TRAVEL CONSUMER REPORT TABLE 6A

AIR TRAVEL CONSUMER REPORT/ CONSUMER COMPLAINTS: LARGE U.S. OPERATING CARRIERS*

JANUARY 2021 JANUARY 2020

RANK AIRLINE COMPLAINTS SYSTEMWIDE

ENPLANEMENTS

COMPLAINTS PER 100,000

ENPLANEMENTS COMPLAINTS

SYSTEMWIDE ENPLANEMENTS

COMPLAINTS PER 100,000

ENPLANEMENTS

1 MESA AIRLINES 0 540,459 0.00 3 1,148,120 0.26

2 ENDEAVOR AIR 2 593,563 0.34 2 1,218,455 0.16

3 SKYWEST AIRLINES 8 1,567,475 0.51 10 3,355,623 0.30

4 HORIZON AIRLINES 2 288,856 0.69 - - -

5 REPUBLIC AIRWAYS 8 873,886 0.92 4 1,450,775 0.28

6 ENVOY AIR 8 692,459 1.16 14 1,156,695 1.21

7 PSA AIRLINES 8 534,933 1.50 8 1,225,088 0.65

8 SOUTHWEST AIRLINES 76 4,784,363 1.59 34 11,878,890 0.29

9 DELTA AIR LINES 65 4,034,557 1.61 74 12,346,211 0.60

10 ALLEGIANT AIR 9 555,974 1.62 15 1,077,257 1.39

11 AMERICAN AIRLINES 167 4,636,886 3.60 217 12,209,035 1.78

12 JETBLUE AIRWAYS 62 1,268,691 4.89 37 3,228,305 1.15

13 ALASKA AIRLINES 46 782,025 5.88 16 2,712,022 0.59

14 HAWAIIAN AIRLINES 13 189,171 6.87 4 946,904 0.42

15 SPIRIT AIRLINES 119 1,593,795 7.47 81 2,783,550 2.91

16 UNITED AIRLINES 227 2,904,190 7.82 134 8,704,225 1.54

17 FRONTIER AIRLINES 80 812,671 9.84 50 1,965,063 2.54

TOTAL 900 26,653,954 3.38 703 67,406,218 1.04

* All U.S. airlines with at least one percent of total domestic scheduled - service passenger revenues, as determined by DOT's Bureau of Transportation Statistics, plus other carriers that report flight delay and mishandled baggage data voluntarily.

AIR TRAVEL CONSUMER REPORT

Civil Rights Complaints by Air Travelers (Other Than Disability) for January 2021 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.

*To file an airline civil rights complaint: https://www.transportation.gov/airconsumer

**One complaint may raise multiple grounds for discrimination. The Office of Aviation Consumer Protection categorizes each

complaint based on the primary ground of the alleged discrimination.

Race Ancestry/

Ethnicity

National

Origin Color Religion Sex Other

AMERICAN AIRLINES 2

BRITISH AIRWAYS 1

DELTA AIR LINES 1

JETBLUE AIRWAYS 1

SOUTHWEST AIRLINES 1

TOTAL 5

https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.transportation.gov%2Fairconsumer&data=04%7C01%7Camanda.klingle%40dot.gov%7C072c55547b1743b9fff408d8edea9d7c%7Cc4cd245b44f04395a1aa3848d258f78b%7C0%7C0%7C637520939209365155%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=TyHNKMx%2BNIuObek8aL5RWyNjJBm3DvrZK%2FkPSyz7SU4%3D&reserved=0

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, unsatisfactory seat assignment (non-disability), problems with family seating.

Disability: Civil rights complaints by air travelers with disabilities.

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

Discrimination: Civil rights complaints by air travelers (other than disability); for example, complaints based on race, national origin, religion, etc.

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

Other: Frequent flyer, smoking, tours credit, cargo problems, security, airport facilities, claims for bodily injury, and others not

classified above.

AIR TRAVEL CONSUMER REPORT

January 2021 Airline Reports to DOT of Incidents Involving the Loss, Injury or Death of Animals During Air Transportation

14 CFR Part 235 of DOT regulations requires 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 Death Injury Loss

American Airlines 0 1 0

Hawaiian Airlines 0 1 0

Totals: 0 2 0

https://www.transportation.gov/individuals/aviation-consumer-protection/american-airlines-redacted-animal-incident-report-0

https://www.transportation.gov/individuals/aviation-consumer-protection/hawaiian-airlines-redacted-animal-incident-report-1

Customer Service Reports to the U.S. Department of Homeland Security for the Month of January 2021

as provided by the Transportation Security Administration a

The Transportation Security Administration (TSA) screened approximately 24 million airline passengers and their 20 million checked bags in the month of January 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 January.

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.

Courtesy c Screening Procedures Processing Time Personal Property

Number of Complaints

Percentage of Flying Public c

Number of Complaints

Percentage of Flying Public

Number of Complaints

Percentage of Flying Public

Number of Complaints

Percentage of Flying Public

435 0.00181% 30 0.00013% 7 0.00003% 104 0.00043%

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 January. 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.