Air Travel Consumer Report
A Product of
THE OFFICE OF AVIATION CONSUMER PROTECTION
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: February 2021
Flight Delays
1
December 2020
Mishandled Baggage, Wheelchairs,
and Scooters
1
December 2020
January - December 2020
Oversales
1
4
th
Quarter 2020
January - December 2020
Consumer Complaints
2
December 2020
(Includes Disability and January- December 2020
Discrimination Complaints)
Airline Animal Incident Reports
4
December 2020
January - December 2020
Customer Service Reports to
the Dept. of Homeland Security
3
December 2020
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 1C 9
Overall Percentage of Reported Flight Operations Arriving On- Time: by
Reporting Marketing Carriers. Rank by quarter (YTD)
Table 1D 10
Overall Percentage of Reported Flight Operations Arriving On-Time:
Ranking of U.S. Reporting Operating Carriers (YTD)
Table 2 11
Number of Reported Flight Arrivals and Percentage Arriving On-Time,
by Reporting Marketing Carrier and Airport
Table 2A 15
Number of Reported Flight Arrivals and Percentage Arriving On-Time,
by Reporting Operating Carrier and Airport
Table 3 19
Percentage of Reporting Carriers' Flight Operations Arriving On-Time,
by Airport and Time of Day
Table 4 21
Percentage of Reporting Carriers' Flight Operations Departing On-Time,
by Airport and Time of Day
Table 5 23
On-Time Arrival and Departure
Percentage, by Airport by Reporting Operating Carrier
Table 6 28
Overall Number and Percentage of Flight Cancellations, by Reporting
Marketing Carrier
Table 6A 29
Overall Number and Percentage of Flight Cancellations, by Reporting
Operating Carrier
Table 6B 30
Overall Number and Percentage of Flight Cancellations: Ranking of U.S.
Reporting Marketing Carriers (YTD)
Table 6C 31
Overall Number and Percentage of Flight Cancellations: Ranking of U.S.
Reporting Operating Carriers (YTD)
Table 7 32
Causes of the Delay by Reporting Marketing Carrier
Table 7A 33
Causes of the Delay by Reporting Operating Carrier
Table 7B 34
Causes of the Delay by Reporting Operating Carrier, chart
Section Page
Flight Delays (continued)
Table 8 35
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 36
Tarmac Delays Over 4 Hours, By Marketing/Operating Carrier
Appendix 37
Mishandled Baggage
Explanation 38
Ranking- by Marketing Carrier (Monthly) 39
Ranking- by Marketing Carrier (YTD) 40
Ranking- by Operating Carrier (Monthly) 41
Ranking- by Operating Carrier (YTD) 42
Mishandled Wheelchairs and Scooters
Explanation 43
Ranking- by Marketing Carrier (Monthly) 44
Ranking- by Marketing Carrier (YTD) 45
Ranking- by Operating Carrier (Monthly) 46
Ranking- by Operating Carrier (YTD) 47
Oversales
Explanation 48
Ranking- by Marketing Carrier (Quarterly) 49
Ranking- by Marketing Carrier (YTD) 50
Ranking- by Operating Carrier (Quarterly) 51
Ranking- by Operating Carrier (YTD) 52
Consumer Complaints
Explanation 53
Complaint Tables 1-5 54
Summary, Complaint Categories, U.S. Airlines, Incident Date
and Companies Other Than U.S. Airlines
Table 6 61
List of U.S. Marketing Carriers (Non-Ranked, in Alphabetic Order).
Table 6A 62
Rankings, U.S. Operating Carriers
Tables 1-4 (YTD) 63
Summary, Complaint Categories, U.S. Airlines by complaint category,
Companies Other Than U.S. Airlines by complaint category.
Table 5 (YTD) 71
List of U.S. Marketing Carriers (Non-Ranked, in Alphabetic Order).
Table 5A (YTD) 72
Rankings, U.S. Operating Carriers
Civil Rights Complaints by Air Travelers, Other than Disability (Monthly) 73
Civil Rights Complaints by Air Travelers, Other than Disability (YTD) 74
Complaint Categories 75
Airline Reports to DOT of Incidents Involving the Loss, Injury,
Or Death of Animals during Air Transportation (Monthly) 76
Airline Reports to DOT of Incidents Involving the Loss, Injury,
Or Death of Animals during Air Transportation (YTD) 77
Customer Service Reports to the Department of Homeland Security 79
INTRODUCTION
The Air Travel Consumer Report is a monthly product of the Department of Transportation’s Office of Aviation Consumer Protection (OACP). The
report is designed to assist consumers with information on the quality of services provided by the airlines.
The report is divided into sections (Flight Delays, Mishandled Baggage 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
4
FLIGHT DELAYS
This section provides information about airline on-time performance, flight delays, and cancellations. It is based on data filed by airlines each month with the Department of Transportation’s Bureau of
Transportation Statistics (Office of Airline Information), as described in 14 CFR Part 234 of DOT’s regulations. It covers nonstop operated and marketed scheduled-service flights between points within the
United States (including territories) by the sixteen (16) 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 16 reporting air carriers, 13 carriers (Alaska, Delta, Endeavor,
Envoy, Frontier, JetBlue, PSA, Republic, Hawaiian, SkyWest, Spirit, Southwest, and United) use ACARS, one carrier (American) uses a combination of ACARS and DGS, one carrier (Mesa) uses a combination
of ACARS and a manual system, and one carrier (Allegiant) uses 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.
5
AIR TRAVEL CONSUMER REPORT
BRANDED CODESHARE PARTNERS
DECEMBER 2020
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
6
AIR TRAVEL CONSUMER REPORT
TABLE 1. OVERALL PERCENTAGE OF REPORTED FLIGHT OPERATIONS ARRIVING ON-TIME BY REPORTING MARKETING CARRIER
DECEMBER 2020
AT ALL US AIRPORTS
CARRIER
1
NUMBER OF
PERCENT OF ON-TIME ARRIVALS
AIRPORTS
RANK
REPORTED
HAWAIIAN AIRLINES NETWORK
20
91.4
1
- HAWAIIAN AIRLINES
18
91.1
- BRANDED CODESHARE PARTNERS
3
95.6
ALASKA AIRLINES NETWORK
102
89.8
2
- ALASKA AIRLINES
72
90.7
- BRANDED CODESHARE PARTNERS
53
89.1
FRONTIER AIRLINES
92
88.9
3
SOUTHWEST AIRLINES
93
88.7
4
UNITED AIRLINES NETWORK
236
87.4
5
- UNITED AIRLINES
85
87.8
- BRANDED CODESHARE PARTNERS
225
87.1
DELTA AIR LINES NETWORK
202
87.3
6
- DELTA AIR LINES
104
85.8
- BRANDED CODESHARE PARTNERS
188
88.9
AMERICAN AIRLINES NETWORK
219
86.7
7
- AMERICAN AIRLINES
89
88.1
- BRANDED CODESHARE PARTNERS
201
85.9
SPIRIT AIRLINES
46
83.9
8
ALLEGIANT AIR
119
82.9
9
JETBLUE AIRWAYS
56
78.3
10
TOTAL AIRPORTS SERVED
360
87.2
1. All U.S. airlines with at least 0.5 percent of total domestic scheduled service passenger revenues plus any branded codeshare partners.
NOTE: The Coronavirus Disease 2019 (COVID-19) public health emergency has resulted in significant changes in airline schedules and operations, which may have
negatively impacted airlines’ on-time performance statistics during this reporting period. On April 17, 2020, the Department issued a notice on Reporting of Causes
of Flight Delays and Cancellations Given The Unprecedented Impact of the COVID-19 Public Health Emergency on Air Travel. This notice stated that it would be
acceptable for flight delays and cancellations that are directly related to government actions to mitigate the spread of COVID-19 in the United States to be coded in
the “security” category for the purposes of categorizing causes of delays and cancellations.
7
AIR TRAVEL CONSUMER REPORT
TABLE 1A. OVERALL PERCENTAGE OF REPORTED FLIGHT OPERATIONS ARRIVING ON-TIME BY REPORTING OPERATING CARRIER
DECEMBER 2020
AT ALL US AIRPORTS
CARRIER
1
NUMBER OF
AIRPORTS
REPORTED
PERCENT OF ON-TIME
ARRIVALS
RANK
HAWAIIAN AIRLINES
18
91.1
1
ALASKA AIRLINES
72
90.7
2
ENDEAVOR AIR
117
90.5
3
PSA AIRLINES
93
89.7
4
REPUBLIC AIRWAYS
93
89.6
5
FRONTIER AIRLINES
92
88.9
6
SOUTHWEST AIRLINES
93
88.7
7
AMERICAN AIRLINES
89
88.1
8
UNITED AIRLINES
85
87.8
9
SKYWEST AIRLINES
224
86.3
10
DELTA AIR LINES
104
85.8
11
SPIRIT AIRLINES
46
83.9
12
ENVOY AIR
132
83.6
13
ALLEGIANT AIR
119
82.9
14
MESA AIRLINES
99
82.4
15
JETBLUE AIRWAYS
56
78.3
16
TOTAL AIRPORTS SERVED
349
87.1
1. All U.S. airlines with at least 0.5 percent of total domestic scheduled service passenger revenues.
NOTE: The Coronavirus Disease 2019 (COVID-19) public health emergency has resulted in significant changes in airline schedules and operations, which may have
negatively impacted airlines’ on-time performance statistics during this reporting period. On April 17, 2020, the Department issued a notice on Reporting of Causes
of Flight Delays and Cancellations Given The Unprecedented Impact of the COVID-19 Public Health Emergency on Air Travel. This notice stated that it would be
acceptable for flight delays and cancellations that are directly related to government actions to mitigate the spread of COVID-19 in the United States to be coded in
the “security” category for the purposes of categorizing causes of delays and cancellations.
8
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
DECEMBER 2020
CARRIER
1
Jan 20
Feb 20
Mar 20
Apr 20
May 20
Jun 20
Jul 20
Aug 20
Sep 20
Oct 20
Nov 20
Dec 20
Year-to-date
(YTD)
%
Rank
%
Rank
%
Rank
%
Rank
%
Rank
%
Rank
%
Rank
%
Rank
%
Rank
%
Rank
%
Rank
%
Rank
%
Rank
ALASKA AIRLINES NETWORK
77.9
10
84.7
4
78.0
3
77.3
2
90.6
8
92.1
7
92.5
2
91.1
4
90.9
8
91.9
3
89.5
8
89.8
2
86.3
4
- ALASKA AIRLINES
77.6
84.2
74.1
73.7
95.5
91.4
92.4
90.0
92.9
92.4
88.6
90.7
84.9
- BRANDED CODESHARE PARTNERS
78.3
85.4
83.6
80.5
87.1
92.6
92.5
91.9
89.3
91.6
90.2
89.1
87.7
ALLEGIANT AIR
78.8
9
75.5
10
62.4
10
10.4
10
37.4
10
86.3
10
85.5
9
83.6
10
85.6
10
81.1
9
86.7
10
82.9
9
71.3
10
AMERICAN AIRLINES NETWORK
81.6
8
80.3
9
73.5
6
54.8
7
93.3
4
92.3
6
88.6
7
89.3
6
90.3
9
87.3
8
89.9
7
86.7
7
82.3
8
- AMERICAN AIRLINES
84.1
83.2
71.2
57.3
95.3
93.2
89.5
90.1
90.4
88.0
90.6
88.1
83.4
- BRANDED CODESHARE PARTNERS
79.6
78.0
75.4
53.0
91.9
91.7
87.8
88.6
90.2
86.8
89.4
85.9
81.5
DELTA AIR LINES NETWORK
88.2
2
86.0
3
76.4
5
67.6
4
90.8
7
94.3
3
90.4
4
91.8
2
95.1
2
93.4
2
91.9
5
87.3
6
87.2
2
- DELTA AIR LINES
89.3
86.8
71.0
67.6
94.9
94.5
89.2
91.0
95.1
93.5
90.2
85.8
86.3
- BRANDED CODESHARE PARTNERS
86.8
84.9
83.5
67.6
86.3
94.0
91.8
92.8
95.1
93.3
93.8
88.9
88.2
FRONTIER AIRLINES
84.4
6
80.8
8
67.8
9
49.6
8
93.9
3
93.5
5
87.0
8
87.8
8
93.4
4
87.7
7
93.3
3
88.9
3
83.9
6
HAWAIIAN AIRLINES NETWORK
88.1
3
89.6
1
81.1
2
80.9
1
96.0
2
94.5
1
91.7
3
88.7
7
95.5
1
71.6
10
93.6
2
91.4
1
87.5
1
- HAWAIIAN AIRLINES
89.9
90.7
82.2
78.1
96.0
94.9
91.4
87.6
95.9
70.5
93.9
91.1
88.0
- BRANDED CODESHARE PARTNERS
70.6
79.1
70.9
97.1
96.0
92.0
93.4
95.5
93.6
78.5
90.4
95.6
83.8
JETBLUE AIRWAYS
84.8
5
83.4
5
72.7
7
61.3
5
86.4
9
90.1
9
85.4
10
87.4
9
93.1
6
88.7
6
89.2
9
78.3
10
82.1
9
SOUTHWEST AIRLINES
88.7
1
89.3
2
77.1
4
47.0
9
91.3
6
93.7
4
94.5
1
93.9
1
94.7
3
95.2
1
95.1
1
88.7
4
86.0
5
SPIRIT AIRLINES
85.8
4
82.8
6
81.6
1
74.6
3
96.8
1
94.4
2
90.1
5
91.3
3
92.2
7
90.4
5
90.2
6
83.9
8
86.6
3
UNITED AIRLINES NETWORK
82.8
7
81.9
7
72.0
8
59.5
6
91.4
5
91.5
8
89.7
6
90.3
5
93.1
5
91.0
4
92.4
4
87.4
5
83.7
7
- UNITED AIRLINES
86.3
85.6
69.1
48.4
93.6
93.6
92.5
91.9
94.2
92.3
92.4
87.8
83.6
- BRANDED CODESHARE PARTNERS
80.7
79.7
73.8
66.0
90.8
90.8
88.5
89.4
92.7
90.4
92.3
87.1
83.9
TOTAL
84.6
83.8
74.7
55.7
89.1
92.7
90.5
91.0
92.9
90.9
91.7
87.2
84.5
1. All U.S. airlines with at least 0.5 percent of total domestic scheduled service passenger revenues plus any branded codeshare partners.
NOTE: The Coronavirus Disease 2019 (COVID-19) public health emergency has resulted in significant changes in airline schedules and operations, which may have
negatively impacted airlines’ on-time performance statistics during this reporting period. On April 17, 2020, the Department issued a notice on Reporting of Causes
of Flight Delays and Cancellations Given The Unprecedented Impact of the COVID-19 Public Health Emergency on Air Travel. This notice stated that it would be
acceptable for flight delays and cancellations that are directly related to government actions to mitigate the spread of COVID-19 in the United States to be coded in
the “security” category for the purposes of categorizing causes of delays and cancellations.
9
AIR TRAVEL CONSUMER REPORT
TABLE 1C. OVERALL PERCENTAGE OF REPORTED FLIGHT OPERATIONS ARRIVING ON-TIME: RANKING OF U.S. REPORTING MARKETING CARRIERS (YTD)
RANK
CARRIER
1
JANUARY - DECEMBER 2020
JANUARY - DECEMBER 2019
FLIGHT OPERATIONS
SCHEDULED
PERCENT OF ON-
TIME ARRIVALS
FLIGHT OPERATIONS
SCHEDULED
PERCENT OF ON-
TIME ARRIVALS
1
HAWAIIAN AIRLINES NETWORK
45,504
87.50
92,724
87.72
- HAWAIIAN AIRLINES
40,414
87.97
83,891
88.34
- BRANDED CODESHARE PARTNERS
5,090
83.79
8,833
81.76
2
DELTA AIR LINES NETWORK
1,066,908
87.20
1,766,033
83.46
- DELTA AIR LINES
581,101
86.32
991,986
85.18
- BRANDED CODESHARE PARTNERS
485,807
88.25
774,047
81.24
3
SPIRIT AIRLINES
135,102
86.61
204,845
79.52
4
ALASKA AIRLINES NETWORK
282,967
86.31
443,434
81.31
- ALASKA AIRLINES
138,226
84.85
264,817
80.30
- BRANDED CODESHARE PARTNERS
144,741
87.70
178,617
82.81
5
SOUTHWEST AIRLINES
961,276
85.98
1,363,946
80.24
6
FRONTIER AIRLINES
91,175
83.87
135,543
73.14
7
UNITED AIRLINES NETWORK
885,351
83.75
1,571,404
75.18
- UNITED AIRLINES
308,217
83.56
625,910
77.74
- BRANDED CODESHARE PARTNERS
577,134
83.85
945,494
73.49
8
AMERICAN AIRLINES NETWORK
1,311,462
82.32
2,111,039
77.43
- AMERICAN AIRLINES
569,806
83.37
946,776
77.01
- BRANDED CODESHARE PARTNERS
741,656
81.51
1,164,263
77.77
9
JETBLUE AIRWAYS
144,163
82.14
297,411
73.50
10
ALLEGIANT AIR
98,489
71.33
105,305
78.73
TOTAL
5,022,397
84.50
8,091,684
78.97
1. All U.S. airlines with at least 0.5 percent of total domestic scheduled service passenger revenues plus any branded codeshare partners.
NOTE: The Coronavirus Disease 2019 (COVID-19) public health emergency has resulted in significant changes in airline schedules and operations, which
may have negatively impacted airlines’ on-time performance statistics during this reporting period. On April 17, 2020, the Department issued a notice on
Reporting of Causes of Flight Delays and Cancellations Given The Unprecedented Impact of the COVID-19 Public Health Emergency on Air Travel. This
notice stated that it would be acceptable for flight delays and cancellations that are directly related to government actions to mitigate the spread of COVID-
19 in the United States to be coded in the “security” category for the purposes of categorizing causes of delays and cancellations.
10
AIR TRAVEL CONSUMER REPORT
TABLE 1D. OVERALL PERCENTAGE OF REPORTED FLIGHT OPERATIONS ARRIVING ON-TIME: RANKING OF U.S. REPORTING OPERATING CARRIERS (YTD)
RANK
CARRIER
1
JANUARY - DECEMBER 2020
JANUARY - DECEMBER 2019
FLIGHT OPERATIONS
SCHEDULED
PERCENT OF ON-
TIME ARRIVALS
FLIGHT OPERATIONS
SCHEDULED
PERCENT OF ON-
TIME ARRIVALS
1
ENDEAVOR AIR
211,398
89.16
257,132
80.93
2
HAWAIIAN AIRLINES
40,414
87.97
83,891
88.34
3
REPUBLIC AIRWAYS
219,751
86.93
329,149
78.66
4
SPIRIT AIRLINES
135,102
86.61
204,845
79.52
5
DELTA AIR LINES
581,101
86.32
991,986
85.18
6
SOUTHWEST AIRLINES
961,276
85.98
1,363,946
80.24
7
SKYWEST AIRLINES
597,021
85.89
836,445
79.23
8
ALASKA AIRLINES
138,226
84.85
264,816
80.30
9
FRONTIER AIRLINES
91,175
83.87
135,543
73.14
10
UNITED AIRLINES
308,217
83.56
625,910
77.74
11
AMERICAN AIRLINES
569,806
83.37
946,776
77.01
12
JETBLUE AIRWAYS
144,163
82.14
297,411
73.50
13
ENVOY AIR
211,268
81.98
327,007
76.09
14
MESA AIRLINES
136,198
81.61
227,888
76.31
15
PSA AIRLINES
192,614
79.30
289,304
78.09
16
ALLEGIANT AIR
98,489
71.33
105,305
78.73
TOTAL
4,636,219
84.66
7,287,354
79.37
1. All U.S. airlines with at least 0.5 percent of total domestic scheduled service passenger revenues.
NOTE: The Coronavirus Disease 2019 (COVID-19) public health emergency has resulted in significant changes in airline schedules and operations, which
may have negatively impacted airlines’ on-time performance statistics during this reporting period. On April 17, 2020, the Department issued a notice on
Reporting of Causes of Flight Delays and Cancellations Given The Unprecedented Impact of the COVID-19 Public Health Emergency on Air Travel. This
notice stated that it would be acceptable for flight delays and cancellations that are directly related to government actions to mitigate the spread of COVID-
19 in the United States to be coded in the “security” category for the purposes of categorizing causes of delays and cancellations.
11
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)
DECEMBER 2020
ARRIVAL AIRPORT*
CARRIER
ATL
BOS
BWI
CLT
DCA
DEN
DFW
DTW
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
ALASKA AIRLINES NETWORK
31
93.5
60
86.7
31
87.1
0
0.0
62
90.3
115
88.7
110
91.8
26
88.5
- ALASKA AIRLINES
31
93.5
60
86.7
31
87.1
0
0.0
62
90.3
115
88.7
110
91.8
26
88.5
- 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
17
76.5
26
69.2
0
0.0
0
0.0
8
12.5
0
0.0
0
0.0
AMERICAN AIRLINES NETWORK
580
90.0
865
88.0
290
87.9
13986
90.6
1495
92.6
663
85.2
17922
80.4
430
88.6
- AMERICAN AIRLINES
373
90.1
711
87.8
240
87.5
5008
91.9
788
92.6
588
85.7
7959
84.1
146
83.6
- BRANDED CODESHARE PARTNERS
207
89.9
154
89.0
50
90.0
8978
89.9
707
92.6
75
81.3
9963
77.5
284
91.2
DELTA AIR LINES NETWORK
19104
90.2
1104
82.3
383
85.9
478
87.4
618
87.9
822
82.0
661
73.5
7730
86.8
- DELTA AIR LINES
12420
89.0
763
80.9
287
87.5
280
87.1
418
86.6
755
81.7
540
70.2
2941
85.1
BRANDED CODESHARE PARTNERS
6684
92.4
341
85.6
96
81.3
198
87.9
200
90.5
67
85.1
121
88.4
4789
87.9
FRONTIER AIRLINES
215
94.9
21
85.7
24
83.3
44
93.2
64
87.5
1549
87.3
93
76.3
48
95.8
HAWAIIAN AIRLINES NETWORK
0
0.0
4
75.0
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
- HAWAIIAN AIRLINES
0
0.0
4
75.0
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
104
76.9
1588
77.5
0
0.0
18
72.2
247
82.2
47
89.4
30
66.7
34
85.3
SOUTHWEST AIRLINES
2072
89.2
269
84.4
3890
89.4
172
87.2
290
87.9
5056
84.4
0
0.0
272
87.1
SPIRIT AIRLINES
624
83.8
250
82.8
357
82.4
49
81.6
0
0.0
153
79.1
451
84.7
625
81.0
UNITED AIRLINES NETWORK
394
86.3
566
84.3
161
87.0
344
89.5
250
91.6
9760
82.6
484
79.3
354
91.2
- UNITED AIRLINES
164
84.8
538
84.8
96
85.4
47
80.9
53
92.5
4195
86.2
151
81.5
12
91.7
- BRANDED CODESHARE PARTNERS
230
87.4
28
75.0
65
89.2
297
90.9
197
91.4
5565
79.9
333
78.4
342
91.2
TOTAL
23,124
89.8
4,744
82.2
5,162
88.3
15,091
90.4
3,026
90.1
18,173
83.6
19,751
80.3
9,519
86.7
* See Appendix at end of this section for list of airport codes.
12
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)
DECEMBER 2020
ARRIVAL AIRPORT*
CARRIER
EWR
FLL
HNL
IAD
IAH
JFK
LAS
LAX
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
ALASKA AIRLINES NETWORK
79
92.4
145
91.7
150
89.3
31
83.9
31
96.8
55
89.1
493
94.5
1307
92.3
- ALASKA AIRLINES
79
92.4
145
91.7
150
89.3
31
83.9
31
96.8
55
89.1
283
95.1
500
95.0
- BRANDED CODESHARE PARTNERS
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
210
93.8
807
90.7
ALLEGIANT AIR
32
90.6
199
71.4
0
0.0
0
0.0
0
0.0
0
0.0
549
85.6
90
76.7
AMERICAN AIRLINES NETWORK
322
90.4
478
88.9
172
82.0
146
82.2
490
81.2
336
87.5
714
89.4
1540
89.9
- AMERICAN AIRLINES
267
91.0
478
88.9
172
82.0
47
78.7
195
80.0
336
87.5
714
89.4
1287
90.3
- BRANDED CODESHARE PARTNERS
55
87.3
0
0.0
0
0.0
99
83.8
295
82.0
0
0.0
0
0.0
253
88.1
DELTA AIR LINES NETWORK
469
87.8
967
80.8
192
76.6
334
85.0
471
78.8
2027
81.6
1048
85.3
3116
88.9
- DELTA AIR LINES
294
90.1
912
80.3
192
76.6
152
84.9
275
82.2
1391
79.9
904
84.1
1928
86.0
- BRANDED CODESHARE PARTNERS
175
84.0
55
89.1
0
0.0
182
85.2
196
74.0
636
85.4
144
93.1
1188
93.6
FRONTIER AIRLINES
70
88.6
0
0.0
0
0.0
6
100.0
97
76.3
0
0.0
672
92.9
133
91.0
HAWAIIAN AIRLINES NETWORK
0
0.0
0
0.0
1522
92.9
0
0.0
0
0.0
8
62.5
38
97.4
82
81.7
- HAWAIIAN AIRLINES
0
0.0
0
0.0
1398
92.7
0
0.0
0
0.0
8
62.5
38
97.4
82
81.7
- BRANDED CODESHARE PARTNERS
0
0.0
0
0.0
124
95.2
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
JETBLUE AIRWAYS
670
77.2
1153
75.9
0
0.0
0
0.0
33
78.8
1278
79.0
129
82.9
505
84.2
SOUTHWEST AIRLINES
0
0.0
1013
89.4
551
92.0
88
80.7
0
0.0
0
0.0
3252
92.2
1207
92.4
SPIRIT AIRLINES
565
85.1
1592
83.9
0
0.0
0
0.0
430
80.9
0
0.0
1070
88.1
552
79.0
UNITED AIRLINES NETWORK
3566
86.5
599
87.6
294
91.2
3997
87.1
7488
88.2
0
0.0
623
91.5
1820
90.3
- UNITED AIRLINES
2108
86.4
598
87.6
294
91.2
1301
87.9
2561
89.6
0
0.0
538
91.1
981
89.8
- BRANDED CODESHARE PARTNERS
1458
86.6
1
100.0
0
0.0
2696
86.7
4927
87.5
0
0.0
85
94.1
839
90.8
TOTAL
5,773
85.7
6,146
83.4
2,881
90.6
4,602
86.6
9,040
86.8
3,704
81.3
8,588
90.2
10,352
89.2
* See Appendix at end of this section for list of airport codes.
13
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)
DECEMBER 2020
ARRIVAL AIRPORT*
CARRIER
LGA
MCO
MDW
MIA
MSP
ORD
PDX
PHL
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
ALASKA AIRLINES NETWORK
0
0.0
130
93.1
0
0.0
0
0.0
31
93.5
144
92.4
2428
90.4
31
87.1
- ALASKA AIRLINES
0
0.0
130
93.1
0
0.0
0
0.0
31
93.5
144
92.4
733
93.9
31
87.1
- BRANDED CODESHARE PARTNERS
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
1695
88.8
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
674
89.8
891
89.2
0
0.0
3737
90.2
379
83.9
5156
88.7
214
86.0
4740
89.2
- AMERICAN AIRLINES
554
89.7
879
89.2
0
0.0
2415
89.8
208
86.1
1967
90.7
214
86.0
1551
89.4
- BRANDED CODESHARE PARTNERS
120
90.0
12
91.7
0
0.0
1322
90.9
171
81.3
3189
87.4
0
0.0
3189
89.1
DELTA AIR LINES NETWORK
2048
86.1
1302
84.5
94
90.4
625
83.2
7626
86.5
770
85.8
669
89.2
467
87.8
- DELTA AIR LINES
1126
84.2
1240
84.3
4
75.0
619
83.0
3108
85.8
314
82.5
392
88.3
276
88.8
- BRANDED CODESHARE PARTNERS
922
88.5
62
88.7
90
91.1
6
100.0
4518
86.9
456
88.2
277
90.6
191
86.4
FRONTIER AIRLINES
55
94.5
911
85.5
0
0.0
139
85.6
39
82.1
103
89.3
51
96.1
294
88.8
HAWAIIAN AIRLINES NETWORK
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
43
90.7
0
0.0
- HAWAIIAN AIRLINES
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
43
90.7
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
81
79.0
954
77.5
0
0.0
0
0.0
20
85.0
57
78.9
13
69.2
142
80.3
SOUTHWEST AIRLINES
329
91.8
2399
88.3
4072
90.4
310
91.9
242
86.4
0
0.0
426
87.8
277
80.9
SPIRIT AIRLINES
238
78.2
1310
83.2
0
0.0
0
0.0
108
81.5
501
81.2
50
86.0
263
81.7
UNITED AIRLINES NETWORK
467
88.0
751
87.1
0
0.0
363
84.6
332
84.6
8515
90.4
262
87.8
247
88.3
- UNITED AIRLINES
313
87.9
751
87.1
0
0.0
356
85.1
129
83.7
2611
90.2
262
87.8
97
80.4
- BRANDED CODESHARE PARTNERS
154
88.3
0
0.0
0
0.0
7
57.1
203
85.2
5904
90.5
0
0.0
150
93.3
TOTAL
3,892
86.9
8,648
85.5
4,184
90.4
5,174
88.9
8,777
86.2
15,246
89.2
4,156
89.5
6,461
88.2
* See Appendix at end of this section for list of airport codes.
14
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)
DECEMBER 2020
ARRIVAL AIRPORT*
CARRIER
PHX
SAN
SEA
SFO
SLC
TPA
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
ALASKA AIRLINES NETWORK
368
96.2
1036
92.8
7133
90.2
1254
92.9
261
88.9
86
96.5
- ALASKA AIRLINES
275
96.4
394
94.9
3812
92.4
213
92.5
15
93.3
86
96.5
- BRANDED CODESHARE PARTNERS
93
95.7
642
91.4
3321
87.7
1041
93.0
246
88.6
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
4805
88.2
434
86.9
337
89.9
502
91.2
366
86.1
720
91.0
- AMERICAN AIRLINES
2419
90.2
434
86.9
337
89.9
443
91.2
223
87.0
591
90.5
- BRANDED CODESHARE PARTNERS
2386
86.1
0
0.0
0
0.0
59
91.5
143
84.6
129
93.0
DELTA AIR LINES NETWORK
861
80.5
516
85.3
2983
89.9
796
85.9
7029
87.6
1030
81.3
- DELTA AIR LINES
734
78.7
516
85.3
1669
89.0
533
82.9
3649
85.3
977
81.1
- BRANDED CODESHARE PARTNERS
127
90.6
0
0.0
1314
91.1
263
92.0
3380
90.1
53
84.9
FRONTIER AIRLINES
236
88.1
107
97.2
45
88.9
72
95.8
126
88.9
133
91.0
HAWAIIAN AIRLINES NETWORK
22
86.4
40
70.0
54
83.3
39
76.9
0
0.0
0
0.0
- HAWAIIAN AIRLINES
22
86.4
40
70.0
54
83.3
39
76.9
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
60
78.3
85
76.5
37
78.4
167
84.4
84
78.6
378
79.9
SOUTHWEST AIRLINES
3384
91.3
1140
92.0
402
86.8
382
94.0
466
81.8
1347
86.7
SPIRIT AIRLINES
67
82.1
69
85.5
43
76.7
0
0.0
0
0.0
562
79.9
UNITED AIRLINES NETWORK
556
92.8
561
90.0
421
92.2
3120
91.7
474
88.2
526
85.9
- UNITED AIRLINES
433
91.9
477
88.9
363
92.0
1676
92.4
118
88.1
507
86.2
- BRANDED CODESHARE PARTNERS
123
95.9
84
96.4
58
93.1
1444
90.8
356
88.2
19
78.9
TOTAL
10,359
89.0
3,988
90.0
11,455
90.0
6,332
91.1
8,806
87.2
4,782
85.0
* See Appendix at end of this section for list of airport codes.
15
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)
DECEMBER 2020
ARRIVAL AIRPORT*
CARRIER
ATL
BOS
BWI
CLT
DCA
DEN
DFW
DTW
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
ALASKA AIRLINES
31
93.5
60
86.7
31
87.1
0
0.0
62
90.3
115
88.7
110
91.8
26
88.5
ALLEGIANT AIR
0
0.0
17
76.5
26
69.2
0
0.0
0
0.0
8
12.5
0
0.0
0
0.0
AMERICAN AIRLINES
373
90.1
711
87.8
240
87.5
5008
91.9
788
92.6
588
85.7
7959
84.1
146
83.6
DELTA AIR LINES
12420
89.0
763
80.9
287
87.5
280
87.1
418
86.6
755
81.7
540
70.2
2941
85.1
ENDEAVOR AIR
5985
92.5
21
85.7
96
81.3
42
97.6
37
94.6
0
0.0
83
90.4
2312
90.7
ENVOY AIR
0
0.0
0
0.0
23
95.7
0
0.0
14
92.9
0
0.0
6103
78.5
4
75.0
FRONTIER AIRLINES
215
94.9
21
85.7
24
83.3
44
93.2
64
87.5
1549
87.3
93
76.3
48
95.8
HAWAIIAN AIRLINES
0
0.0
4
75.0
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
JETBLUE AIRWAYS
104
76.9
1588
77.5
0
0.0
18
72.2
247
82.2
47
89.4
30
66.7
34
85.3
MESA AIRLINES
43
76.7
8
50.0
31
87.1
86
89.5
46
87.0
0
0.0
2153
73.9
85
95.3
PSA AIRLINES
60
86.7
0
0.0
0
0.0
5890
90.6
79
97.5
0
0.0
177
84.2
125
95.2
REPUBLIC AIRWAYS
931
91.4
494
86.6
34
91.2
1859
89.6
493
92.5
0
0.0
101
71.3
1060
88.5
SKYWEST AIRLINES
102
88.2
0
0.0
27
85.2
99
84.8
53
94.3
5707
80.0
1800
77.5
1709
83.8
SOUTHWEST AIRLINES
2072
89.2
269
84.4
3890
89.4
172
87.2
290
87.9
5056
84.4
0
0.0
272
87.1
SPIRIT AIRLINES
624
83.8
250
82.8
357
82.4
49
81.6
0
0.0
153
79.1
451
84.7
625
81.0
UNITED AIRLINES
164
84.8
538
84.8
96
85.4
47
80.9
53
92.5
4195
86.2
151
81.5
12
91.7
TOTAL
23,124
89.8
4,744
82.2
5,162
88.3
13,594
90.7
2,644
90.1
18,173
83.6
19,751
80.2
9,399
86.7
* See Appendix at end of this section for list of airport codes.
16
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)
DECEMBER 2020
ARRIVAL AIRPORT*
CARRIER
EWR
FLL
HNL
IAD
IAH
JFK
LAS
LAX
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
ALASKA AIRLINES
79
92.4
145
91.7
150
89.3
31
83.9
31
96.8
55
89.1
283
95.1
500
95.0
ALLEGIANT AIR
32
90.6
199
71.4
0
0.0
0
0.0
0
0.0
0
0.0
549
85.6
90
76.7
AMERICAN AIRLINES
267
91.0
478
88.9
172
82.0
47
78.7
195
80.0
336
87.5
714
89.4
1287
90.3
DELTA AIR LINES
294
90.1
912
80.3
192
76.6
152
84.9
275
82.2
1391
79.9
904
84.1
1928
86.0
ENDEAVOR AIR
175
84.0
53
90.6
0
0.0
12
91.7
0
0.0
269
84.8
0
0.0
0
0.0
ENVOY AIR
14
85.7
0
0.0
0
0.0
0
0.0
33
87.9
0
0.0
0
0.0
0
0.0
FRONTIER AIRLINES
70
88.6
0
0.0
0
0.0
6
100.0
97
76.3
0
0.0
672
92.9
133
91.0
HAWAIIAN AIRLINES
0
0.0
0
0.0
1398
92.7
0
0.0
0
0.0
8
62.5
38
97.4
82
81.7
JETBLUE AIRWAYS
670
77.2
1153
75.9
0
0.0
0
0.0
33
78.8
1278
79.0
129
82.9
505
84.2
MESA AIRLINES
0
0.0
0
0.0
0
0.0
871
85.4
2101
88.2
0
0.0
0
0.0
0
0.0
PSA AIRLINES
2
100.0
0
0.0
0
0.0
99
83.8
2
50.0
0
0.0
0
0.0
0
0.0
REPUBLIC AIRWAYS
928
87.3
2
50.0
0
0.0
473
89.4
107
87.9
367
85.8
0
0.0
0
0.0
SKYWEST AIRLINES
0
0.0
1
100.0
0
0.0
311
85.9
1773
86.5
0
0.0
379
94.2
2797
92.0
SOUTHWEST AIRLINES
0
0.0
1013
89.4
551
92.0
88
80.7
0
0.0
0
0.0
3252
92.2
1207
92.4
SPIRIT AIRLINES
565
85.1
1592
83.9
0
0.0
0
0.0
430
80.9
0
0.0
1070
88.1
552
79.0
UNITED AIRLINES
2108
86.4
598
87.6
294
91.2
1301
87.9
2561
89.6
0
0.0
538
91.1
981
89.8
TOTAL
5,204
85.8
6,146
83.4
2,757
90.4
3,391
86.7
7,638
87.3
3,704
81.3
8,528
90.2
10,062
89.3
* See Appendix at end of this section for list of airport codes.
17
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)
DECEMBER 2020
ARRIVAL AIRPORT*
CARRIER
LGA
MCO
MDW
MIA
MSP
ORD
PDX
PHL
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
ALASKA AIRLINES
0
0.0
130
93.1
0
0.0
0
0.0
31
93.5
144
92.4
733
93.9
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
554
89.7
879
89.2
0
0.0
2415
89.8
208
86.1
1967
90.7
214
86.0
1551
89.4
DELTA AIR LINES
1126
84.2
1240
84.3
4
75.0
619
83.0
3108
85.8
314
82.5
392
88.3
276
88.8
ENDEAVOR AIR
55
89.1
62
88.7
0
0.0
4
100.0
2244
87.7
72
93.1
0
0.0
158
86.1
ENVOY AIR
0
0.0
0
0.0
0
0.0
246
89.4
97
82.5
2051
88.1
0
0.0
0
0.0
FRONTIER AIRLINES
55
94.5
911
85.5
0
0.0
139
85.6
39
82.1
103
89.3
51
96.1
294
88.8
HAWAIIAN AIRLINES
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
43
90.7
0
0.0
JETBLUE AIRWAYS
81
79.0
954
77.5
0
0.0
0
0.0
20
85.0
57
78.9
13
69.2
142
80.3
MESA AIRLINES
111
87.4
0
0.0
0
0.0
0
0.0
62
85.5
0
0.0
0
0.0
61
90.2
PSA AIRLINES
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
1001
88.7
REPUBLIC AIRWAYS
1001
88.7
12
91.7
90
91.1
1085
91.1
138
82.6
2130
90.5
0
0.0
1304
88.4
SKYWEST AIRLINES
0
0.0
0
0.0
0
0.0
0
0.0
2351
86.2
2671
88.2
719
90.1
0
0.0
SOUTHWEST AIRLINES
329
91.8
2399
88.3
4072
90.4
310
91.9
242
86.4
0
0.0
426
87.8
277
80.9
SPIRIT AIRLINES
238
78.2
1310
83.2
0
0.0
0
0.0
108
81.5
501
81.2
50
86.0
263
81.7
UNITED AIRLINES
313
87.9
751
87.1
0
0.0
356
85.1
129
83.7
2611
90.2
262
87.8
97
80.4
TOTAL
3,863
86.9
8,648
85.5
4,184
90.4
5,174
88.9
8,777
86.2
12,621
89.0
2,903
89.9
5,455
87.7
* See Appendix at end of this section for list of airport codes.
18
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)
DECEMBER 2020
ARRIVAL AIRPORT*
CARRIER
PHX
SAN
SEA
SFO
SLC
TPA
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
# OF ARR
% ON
TIME
ALASKA AIRLINES
275
96.4
394
94.9
3812
92.4
213
92.5
15
93.3
86
96.5
ALLEGIANT AIR
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
AMERICAN AIRLINES
2419
90.2
434
86.9
337
89.9
443
91.2
223
87.0
591
90.5
DELTA AIR LINES
734
78.7
516
85.3
1669
89.0
533
82.9
3649
85.3
977
81.1
ENDEAVOR AIR
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
28
85.7
ENVOY AIR
12
66.7
0
0.0
0
0.0
0
0.0
0
0.0
0
0.0
FRONTIER AIRLINES
236
88.1
107
97.2
45
88.9
72
95.8
126
88.9
133
91.0
HAWAIIAN AIRLINES
22
86.4
40
70.0
54
83.3
39
76.9
0
0.0
0
0.0
JETBLUE AIRWAYS
60
78.3
85
76.5
37
78.4
167
84.4
84
78.6
378
79.9
MESA AIRLINES
923
85.3
13
92.3
0
0.0
0
0.0
4
100.0
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
13
84.6
164
92.1
SKYWEST AIRLINES
1747
88.1
512
91.6
1883
90.1
2667
92.0
4062
89.6
9
55.6
SOUTHWEST AIRLINES
3384
91.3
1140
92.0
402
86.8
382
94.0
466
81.8
1347
86.7
SPIRIT AIRLINES
67
82.1
69
85.5
43
76.7
0
0.0
0
0.0
562
79.9
UNITED AIRLINES
433
91.9
477
88.9
363
92.0
1676
92.4
118
88.1
507
86.2
TOTAL
10,312
89.0
3,787
89.8
8,645
90.7
6,192
91.1
8,760
87.2
4,782
85.0
* See Appendix at end of this section for list of airport codes.
19
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)
DECEMBER 2020
ARRIVAL AIRPORT*
SCHEDULED
ARRIVAL
TIME
ATL
BOS
BWI
CLT
DCA
DEN
DFW
DTW
EWR
FLL
HNL
IAD
IAH
JFK
LAS
LAX
0600-0659
86.9
80.2
81.3
100.0
0.0
86.0
91.5
81.0
79.2
75.4
0.0
93.8
0.0
78.8
100.0
88.1
0700-0759
91.5
57.1
90.8
89.9
93.8
87.7
90.2
87.2
83.3
85.5
84.1
87.9
0.0
88.3
93.4
92.7
0800-0859
87.8
88.3
91.1
92.4
0.0
86.1
85.3
86.3
85.8
84.8
97.3
0.0
90.9
86.1
92.6
93.6
0900-0959
90.3
84.1
90.3
92.8
90.7
85.3
77.4
89.0
87.1
83.4
95.7
88.6
85.8
90.6
92.4
91.9
1000-1059
93.0
83.9
93.1
91.9
89.8
81.2
83.8
90.3
89.8
78.2
97.8
90.9
86.3
90.3
89.3
91.0
1100-1159
92.1
90.2
89.7
91.3
95.3
90.8
73.4
91.1
86.7
86.1
91.1
88.0
80.5
83.1
87.3
92.8
1200-1259
91.0
87.4
89.9
93.5
91.5
86.5
82.8
86.8
83.3
85.6
91.2
87.8
87.0
84.8
91.2
89.9
1300-1359
91.4
88.3
93.8
90.3
92.3
88.9
80.1
88.3
90.4
85.7
88.0
70.2
87.9
83.7
94.5
89.8
1400-1459
91.0
84.5
88.0
91.3
93.6
87.7
84.7
85.3
83.3
86.7
90.6
90.6
81.5
77.7
91.3
90.8
1500-1559
90.6
81.6
85.7
90.5
88.9
86.8
83.4
86.0
89.3
80.4
86.1
86.7
85.7
79.5
88.2
87.9
1600-1659
89.0
82.3
89.8
88.0
85.7
81.6
82.8
88.2
88.4
87.0
88.7
85.4
90.2
78.9
92.1
89.7
1700-1759
90.0
78.7
85.2
89.7
90.5
75.5
76.1
87.2
85.8
83.0
90.1
100.0
82.4
76.4
89.1
90.3
1800-1859
88.5
82.9
85.5
91.5
86.6
77.3
82.8
88.8
84.7
86.3
91.6
85.7
87.6
81.6
92.7
88.1
1900-1959
89.3
76.9
83.6
87.4
95.0
77.3
79.5
83.8
80.8
81.4
85.1
91.7
87.3
76.8
91.4
88.2
2000-2059
90.1
78.8
82.1
90.8
89.8
85.0
83.8
85.2
85.7
83.1
94.0
87.7
82.3
80.9
88.9
90.1
2100-2159
85.0
79.4
93.3
90.8
88.6
87.1
83.6
78.4
84.0
83.7
89.2
86.1
79.2
81.5
88.4
83.8
2200-2259
86.1
79.4
83.7
89.4
84.3
88.8
86.9
84.8
88.1
79.7
89.5
86.3
88.5
86.0
83.3
80.1
2300-0559
82.4
77.4
85.0
82.5
89.0
87.2
84.6
84.6
79.0
80.3
0.0
81.2
85.8
77.6
86.1
84.7
TOTAL
89.8
82.2
88.3
90.7
90.1
83.6
80.2
86.7
85.8
83.4
90.4
86.7
87.3
81.3
90.2
89.3
* See Appendix at end of this section for list of airport codes.
20
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)
DECEMBER 2020
ARRIVAL AIRPORT*
SCHEDULED
ARRIVAL
TIME
LGA
MCO
MDW
MIA
MSP
ORD
PDX
PHL
PHX
SAN
SEA
SFO
SLC
TPA
TOTAL
0600-0659
0.0
88.1
90.9
92.3
87.5
77.8
50.0
96.7
0.0
0.0
88.8
96.4
81.5
71.4
86.0
0700-0759
91.3
95.1
92.7
90.7
90.6
89.7
100.0
87.4
83.1
85.7
84.4
93.8
89.6
94.4
89.7
0800-0859
89.5
89.8
95.2
93.8
93.2
91.2
95.8
88.0
91.7
93.6
88.4
93.8
87.4
88.5
89.8
0900-0959
89.3
88.7
93.2
89.5
88.9
92.8
92.5
94.3
89.1
90.6
90.2
91.7
87.4
90.9
87.5
1000-1059
87.8
89.5
94.7
86.3
82.8
93.1
84.4
91.8
91.5
90.2
94.0
90.0
88.5
86.7
89.0
1100-1159
82.2
91.7
93.5
89.9
84.9
93.7
89.6
90.4
92.0
89.3
91.3
93.1
88.7
86.6
86.5
1200-1259
94.4
86.0
93.5
86.0
89.2
90.2
94.4
90.2
93.3
89.5
90.9
90.4
88.3
84.1
89.6
1300-1359
87.8
85.9
92.9
87.1
88.3
91.0
90.6
87.7
89.4
94.5
93.0
91.5
89.7
89.4
88.5
1400-1459
87.3
86.3
91.2
85.9
86.0
90.5
88.2
90.7
89.8
95.1
93.7
89.9
87.0
85.9
88.4
1500-1559
85.6
84.3
94.9
83.2
89.1
90.1
91.2
88.2
89.6
92.5
89.5
89.6
84.9
84.4
86.9
1600-1659
89.3
84.3
84.2
87.9
85.2
88.2
90.4
87.1
89.8
91.3
94.7
91.0
88.0
83.5
86.8
1700-1759
83.9
83.4
89.4
91.9
84.5
86.9
91.1
88.4
87.8
84.8
88.8
91.9
82.9
85.5
85.5
1800-1859
86.6
87.1
88.0
86.3
83.3
84.4
90.3
78.5
87.6
89.9
92.0
89.2
85.3
85.8
85.7
1900-1959
83.5
85.6
88.7
91.1
84.8
87.9
90.6
86.9
85.9
91.0
91.3
88.9
86.4
82.5
85.7
2000-2059
88.9
83.4
83.0
92.3
83.9
90.2
91.3
85.8
87.6
89.5
87.9
92.9
86.7
83.4
87.1
2100-2159
84.5
79.2
80.4
80.8
79.9
84.4
85.2
88.4
87.7
84.1
85.3
90.3
82.7
86.0
84.7
2200-2259
87.9
79.6
76.3
87.0
79.7
89.0
89.0
85.9
87.7
83.9
90.0
87.9
89.1
80.7
84.9
2300-0559
82.0
84.0
85.6
84.8
84.7
86.5
91.6
82.1
81.3
92.1
88.1
83.3
85.0
81.0
83.6
TOTAL
86.9
85.5
90.4
88.9
86.2
89.0
89.9
87.7
89.0
89.8
90.7
91.1
87.2
85.0
87.2
* See Appendix at end of this section for list of airport codes.
21
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)
DECEMBER 2020
DEPARTURE AIRPORT*
SCHEDULED
DEPARTURE
TIME
ATL
BOS
BWI
CLT
DCA
DEN
DFW
DTW
EWR
FLL
HNL
IAD
IAH
JFK
LAS
LAX
0600-0659
90.5
91.1
91.5
93.6
95.8
94.8
90.4
92.0
84.6
93.2
100.0
89.6
93.6
85.8
95.0
95.2
0700-0759
89.9
90.4
92.3
90.5
93.3
95.4
92.7
95.0
91.0
94.3
98.1
95.5
94.9
89.2
97.0
94.1
0800-0859
93.9
91.0
85.3
81.7
94.5
91.2
91.9
91.9
88.4
92.8
91.9
93.2
90.8
86.3
92.7
91.3
0900-0959
91.2
86.9
90.1
93.7
90.5
88.7
92.4
89.6
85.8
89.8
93.1
0.0
91.9
85.3
92.6
91.8
1000-1059
91.3
83.6
83.7
92.5
93.2
89.3
85.4
91.3
83.5
88.5
97.7
85.4
89.2
82.1
92.1
89.2
1100-1159
93.0
83.2
91.5
93.0
96.8
83.1
83.0
92.8
84.9
87.1
94.5
92.2
80.1
85.5
92.2
89.6
1200-1259
92.2
85.8
85.6
91.6
87.9
87.4
81.1
89.1
84.1
84.6
94.2
86.1
89.0
83.8
85.4
87.7
1300-1359
91.1
91.0
76.2
93.7
94.6
86.3
84.3
91.1
87.3
85.9
89.9
91.3
92.2
82.8
87.0
87.0
1400-1459
92.6
84.0
86.0
91.3
89.0
86.4
82.3
87.4
88.1
87.7
95.5
69.7
91.1
73.2
91.5
88.4
1500-1559
91.1
81.4
80.9
91.3
92.5
83.7
84.5
90.9
86.6
82.6
93.3
92.9
87.0
78.5
88.0
88.4
1600-1659
90.9
84.9
78.9
91.7
92.4
84.9
84.1
85.8
82.5
77.6
89.5
86.0
87.3
79.3
86.8
91.3
1700-1759
88.6
82.0
78.0
84.2
90.2
80.5
83.8
89.6
88.5
86.0
91.3
84.0
89.6
82.1
89.9
91.8
1800-1859
87.0
85.2
71.9
92.3
79.7
82.2
80.5
86.5
84.3
84.5
85.7
87.5
67.2
79.3
84.5
87.9
1900-1959
84.7
82.5
56.4
100.0
85.7
75.9
82.0
84.5
80.3
80.2
95.4
0.0
86.5
76.8
90.0
92.6
2000-2059
91.6
92.6
63.9
91.6
96.3
85.7
84.9
88.3
70.1
83.5
96.4
100.0
90.3
80.2
83.3
88.4
2100-2159
89.6
100.0
75.9
90.6
75.0
86.3
88.1
87.4
0.0
76.1
91.7
0.0
81.6
80.0
89.5
91.4
2200-2259
91.7
83.3
0.0
89.4
0.0
95.7
80.0
100.0
78.6
58.1
91.9
0.0
100.0
66.7
90.7
86.0
2300-0559
0.0
88.6
100.0
0.0
0.0
91.2
88.9
94.1
85.5
58.8
92.0
88.9
93.3
0.0
92.1
86.9
TOTAL
90.8
86.5
81.2
92.2
92.3
85.3
84.6
89.4
85.7
86.3
93.1
87.1
89.5
82.6
90.8
90.1
* See Appendix at end of this section for list of airport codes.
22
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)
DECEMBER 2020
DEPARTURE AIRPORT*
SCHEDULED
DEPARTURE
TIME
LGA
MCO
MDW
MIA
MSP
ORD
PDX
PHL
PHX
SAN
SEA
SFO
SLC
TPA
TOTAL
0600-0659
87.9
93.4
94.5
95.1
94.6
93.9
94.6
92.3
94.1
96.9
94.0
94.4
93.5
95.4
93.1
0700-0759
88.2
97.1
90.6
95.5
93.3
92.7
96.5
93.8
95.3
96.9
96.3
95.1
91.0
96.8
94.1
0800-0859
88.8
95.5
85.7
94.0
91.7
92.0
89.3
94.6
96.1
95.0
93.6
93.7
86.9
94.0
91.9
0900-0959
87.3
94.7
91.6
91.5
88.9
92.0
95.8
91.0
92.0
93.1
90.3
93.7
89.8
95.3
91.2
1000-1059
87.2
89.4
90.4
89.3
90.9
90.8
95.8
94.3
87.9
96.2
92.7
93.5
91.2
93.0
89.3
1100-1159
89.7
90.5
88.1
91.2
83.2
94.0
93.3
90.4
90.1
95.3
92.7
91.1
86.0
89.9
89.4
1200-1259
80.3
91.2
83.2
91.5
92.6
93.4
90.0
92.5
90.8
87.8
91.7
93.3
81.8
89.5
87.8
1300-1359
87.0
85.1
82.0
86.1
89.3
91.2
92.2
85.8
91.8
91.2
88.8
92.8
84.7
84.5
88.4
1400-1459
88.5
87.6
80.6
87.5
91.5
89.6
89.5
92.0
88.9
89.9
94.2
94.7
88.6
88.9
88.5
1500-1559
84.7
88.4
85.0
88.1
88.4
91.0
83.7
93.1
92.8
93.4
94.1
94.6
87.9
86.9
88.3
1600-1659
77.6
80.9
79.8
85.7
84.4
90.9
93.4
86.4
91.5
93.8
93.7
91.8
83.3
83.5
86.8
1700-1759
87.1
86.3
81.7
87.0
80.5
89.1
95.0
81.4
89.7
91.5
93.3
92.9
86.9
84.4
86.1
1800-1859
84.8
86.5
81.6
91.4
86.9
88.0
90.7
81.0
87.9
91.4
91.4
92.7
89.7
84.5
86.5
1900-1959
86.4
87.6
77.0
91.2
84.4
85.4
93.2
63.5
86.2
93.0
92.5
92.8
75.4
86.6
83.9
2000-2059
73.7
81.5
78.5
89.4
88.6
85.9
95.5
92.0
87.6
91.5
87.9
92.1
91.3
84.6
87.5
2100-2159
64.7
79.2
75.0
91.9
89.6
83.6
95.0
91.6
75.6
91.2
91.7
92.8
92.8
82.8
89.1
2200-2259
77.8
73.9
100.0
100.0
62.5
0.0
77.3
100.0
77.3
94.4
89.3
89.4
88.8
0.0
89.4
2300-0559
96.2
93.1
0.0
100.0
87.0
91.6
95.2
93.2
89.8
0.0
93.2
95.7
90.2
0.0
91.1
TOTAL
86.5
89.2
84.0
91.0
89.2
90.2
92.6
90.9
89.9
93.8
92.7
93.2
88.0
89.4
88.9
* See Appendix at end of this section for list of airport codes.
23
AIR TRAVEL CONSUMER REPORT
TABLE 5. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT BY REPORTING OPERATING CARRIER
DECEMBER 2020
CITY (AIRPORT)
PERCENT
ON-TIME
REPORTED
OPERATIONS
CITY (AIRPORT)
PERCENT
ON-TIME
REPORTED
OPERATIONS
ARR
DEP
ARR
DEP
ARR
DEP
ARR
DEP
Aberdeen, SD (ABR)
82.3
85.5
62
62
Brainerd, MN (BRD)
83.0
88.7
53
53
Abilene, TX (ABI)
90.2
86.1
194
194
Bristol/Johnson City/Kingsport, TN (TRI)
89.0
89.6
164
164
Adak Island, AK (ADK)
0.0
22.2
9
9
Brownsville, TX (BRO)
86.6
90.9
142
143
Akron, OH (CAK)
92.1
88.5
139
139
Brunswick, GA (BQK)
93.3
94.4
90
90
Alamosa, CO (ALS)
90.6
81.1
53
53
Buffalo, NY (BUF)
85.8
87.8
826
828
Albany, GA (ABY)
98.9
97.8
90
90
Burbank, CA (BUR)
92.2
93.1
928
930
Albany, NY (ALB)
83.2
85.2
458
459
Burlington, VT (BTV)
89.1
91.1
248
248
Albuquerque, NM (ABQ)
85.7
88.5
993
992
Butte, MT (BTM)
87.9
94.8
58
58
Alexandria, LA (AEX)
87.3
89.4
244
245
Cape Girardeau, MO (CGI)
92.5
94.3
53
53
Allentown/Bethlehem/Easton, PA (ABE)
83.8
85.1
309
309
Casper, WY (CPR)
91.8
90.1
171
171
Alpena, MI (APN)
79.2
83.0
53
53
Cedar City, UT (CDC)
90.6
92.5
53
53
Amarillo, TX (AMA)
85.1
88.5
269
269
Cedar Rapids/Iowa City, IA (CID)
84.9
84.9
504
503
Anchorage, AK (ANC)
82.2
88.4
908
911
Champaign/Urbana, IL (CMI)
88.6
85.2
88
88
Appleton, WI (ATW)
87.4
91.0
333
333
Charleston, SC (CHS)
86.7
92.1
1272
1270
Arcata/Eureka, CA (ACV)
92.5
91.2
67
68
Charleston/Dunbar, WV (CRW)
89.4
93.9
198
198
Asheville, NC (AVL)
83.7
88.5
478
479
Charlotte Amalie, VI (STT)
89.6
89.6
454
454
Ashland, WV (HTS)
94.6
94.6
37
37
Charlotte, NC (CLT)
90.7
92.2
13594
13599
Aspen, CO (ASE)
64.3
70.6
599
596
Charlottesville, VA (CHO)
95.8
96.6
118
119
Atlanta, GA (ATL)
89.8
90.8
23124
23111
Chattanooga, TN (CHA)
92.3
93.3
400
400
Atlantic City, NJ (ACY)
89.9
90.6
169
170
Cheyenne, WY (CYS)
90.3
96.8
31
31
Augusta, GA (AGS)
90.5
91.9
295
296
Chicago, IL (MDW)
90.4
84.0
4184
4183
Austin, TX (AUS)
83.9
90.1
2672
2673
Chicago, IL (ORD)
89.0
90.2
12621
12627
Bakersfield, CA (BFL)
84.2
87.6
177
178
Christiansted, VI (STX)
90.4
89.5
114
114
Baltimore, MD (BWI)
88.3
81.2
5162
5164
Cincinnati, OH (CVG)
87.5
88.3
2117
2117
Bangor, ME (BGR)
91.0
88.1
134
135
Clarksburg/Fairmont, WV (CKB)
89.1
92.2
64
64
Barrow, AK (BRW)
83.3
56.7
30
30
Cleveland, OH (CLE)
85.9
89.2
2092
2093
Baton Rouge, LA (BTR)
86.6
91.4
335
337
Cody, WY (COD)
80.0
80.0
50
50
Beaumont/Port Arthur, TX (BPT)
85.7
88.5
77
78
Cold Bay, AK (CDB)
38.9
38.9
18
18
Belleville, IL (BLV)
90.3
88.9
72
72
College Station/Bryan, TX (CLL)
84.9
87.0
106
108
Bellingham, WA (BLI)
83.7
85.7
49
49
Colorado Springs, CO (COS)
85.0
87.5
615
615
Bemidji, MN (BJI)
71.0
87.1
62
62
Columbia, MO (COU)
91.5
81.4
59
59
Bend/Redmond, OR (RDM)
88.7
88.2
380
380
Columbia, SC (CAE)
92.9
94.9
354
355
Bethel, AK (BET)
89.4
78.7
47
47
Columbus, GA (CSG)
93.9
96.0
99
100
Billings, MT (BIL)
83.8
86.8
365
365
Columbus, MS (GTR)
91.9
92.0
86
87
Binghamton, NY (BGM)
64.5
77.4
31
31
Columbus, OH (CMH)
87.1
90.1
1869
1871
Birmingham, AL (BHM)
85.4
89.4
902
902
Columbus, OH (LCK)
79.7
76.0
74
75
Bismarck/Mandan, ND (BIS)
85.9
78.5
340
340
Concord, NC (USA)
80.2
85.2
81
81
Bloomington/Normal, IL (BMI)
87.6
85.2
170
169
Cordova, AK (CDV)
61.7
81.7
60
60
Boise, ID (BOI)
87.1
91.2
1410
1415
Corpus Christi, TX (CRP)
85.4
88.3
239
240
Boston, MA (BOS)
82.2
86.5
4744
4733
Dallas, TX (DAL)
89.6
85.1
3526
3526
Bozeman, MT (BZN)
82.2
90.7
614
615
Dallas/Fort Worth, TX (DFW)
80.2
84.6
19751
19711
24
AIR TRAVEL CONSUMER REPORT
TABLE 5. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT BY REPORTING OPERATING CARRIER
DECEMBER 2020
CITY (AIRPORT)
PERCENT
ON-TIME
REPORTED
OPERATIONS
CITY (AIRPORT)
PERCENT
ON-TIME
REPORTED
OPERATIONS
ARR
DEP
ARR
DEP
ARR
DEP
ARR
DEP
Dayton, OH (DAY)
87.9
92.6
462
462
Great Falls, MT (GTF)
86.6
91.4
209
209
Daytona Beach, FL (DAB)
89.4
91.5
273
272
Green Bay, WI (GRB)
90.7
93.9
313
312
Deadhorse, AK (SCC)
58.1
90.7
43
43
Greensboro/High Point, NC (GSO)
88.6
92.9
439
439
Decatur, IL (DEC)
88.7
86.8
53
53
Greer, SC (GSP)
89.6
93.9
767
770
Denver, CO (DEN)
83.6
85.3
18173
18171
Guam, TT (GUM)
95.5
95.5
44
44
Des Moines, IA (DSM)
83.1
85.8
889
890
Gulfport/Biloxi, MS (GPT)
88.8
92.4
278
278
Detroit, MI (DTW)
86.7
89.4
9399
9401
Gunnison, CO (GUC)
75.0
76.2
84
84
Devils Lake, ND (DVL)
86.8
77.4
53
53
Hagerstown, MD (HGR)
92.9
92.9
14
14
Dickinson, ND (DIK)
76.7
76.7
30
30
Hancock/Houghton, MI (CMX)
91.9
87.1
62
62
Dodge City, KS (DDC)
84.9
84.9
53
53
Harlingen/San Benito, TX (HRL)
86.0
90.0
200
201
Dothan, AL (DHN)
90.1
90.2
101
102
Harrisburg, PA (MDT)
90.1
91.3
323
323
Duluth, MN (DLH)
88.5
91.7
122
121
Hartford, CT (BDL)
81.7
88.5
1115
1113
Durango, CO (DRO)
89.4
86.9
282
283
Hattiesburg/Laurel, MS (PIB)
96.2
96.2
53
53
Eagle, CO (EGE)
72.6
72.7
325
322
Hayden, CO (HDN)
86.1
88.2
245
245
Eau Claire, WI (EAU)
96.8
93.5
62
62
Hays, KS (HYS)
83.0
98.1
53
53
El Paso, TX (ELP)
83.9
89.4
789
790
Helena, MT (HLN)
93.3
97.1
105
105
Elko, NV (EKO)
91.1
96.4
56
56
Hibbing, MN (HIB)
84.9
86.8
53
53
Elmira/Corning, NY (ELM)
88.5
96.2
78
78
Hilo, HI (ITO)
93.3
93.6
328
328
Erie, PA (ERI)
88.1
83.1
59
59
Hilton Head, SC (HHH)
91.7
91.7
169
169
Escanaba, MI (ESC)
84.9
88.5
53
52
Hobbs, NM (HOB)
95.7
95.7
23
23
Eugene, OR (EUG)
87.7
92.8
457
456
Honolulu, HI (HNL)
90.4
93.1
2757
2740
Evansville, IN (EVV)
92.9
92.9
212
212
Houston, TX (HOU)
87.6
79.6
3330
3330
Everett, WA (PAE)
95.7
100.0
23
23
Houston, TX (IAH)
87.3
89.5
7638
7627
Fairbanks, AK (FAI)
84.9
88.4
93
95
Huntsville, AL (HSV)
91.8
92.0
426
426
Fargo, ND (FAR)
83.4
86.0
459
458
Idaho Falls, ID (IDA)
86.8
87.6
227
226
Fayetteville, AR (XNA)
86.8
88.1
521
523
Indianapolis, IN (IND)
88.1
93.0
2089
2088
Fayetteville, NC (FAY)
89.3
93.8
243
243
International Falls, MN (INL)
81.1
88.7
53
53
Flagstaff, AZ (FLG)
90.3
89.8
165
166
Iron Mountain/Kingsfd, MI (IMT)
85.2
91.8
61
61
Flint, MI (FNT)
90.1
85.9
191
191
Islip, NY (ISP)
83.5
87.1
249
249
Fort Lauderdale, FL (FLL)
83.4
86.3
6146
6134
Ithaca/Cortland, NY (ITH)
77.4
80.6
31
31
Fort Myers, FL (RSW)
84.9
90.0
3235
3224
Jackson, WY (JAC)
80.0
88.2
484
483
Fort Smith, AR (FSM)
87.4
93.2
87
88
Jackson/Vicksburg, MS (JAN)
91.8
93.6
343
343
Fort Wayne, IN (FWA)
86.5
90.1
393
394
Jacksonville, FL (JAX)
85.7
91.1
1364
1366
Fresno, CA (FAT)
87.0
86.2
685
687
Jacksonville/Camp Lejeune, NC (OAJ)
93.1
92.7
204
205
Gainesville, FL (GNV)
91.4
93.8
257
258
Jamestown, ND (JMS)
82.1
83.3
84
84
Garden City, KS (GCK)
79.3
81.0
58
58
Johnstown, PA (JST)
78.4
84.0
51
50
Gillette, WY (GCC)
85.5
90.9
55
55
Joplin, MO (JLN)
86.9
95.1
61
61
Grand Forks, ND (GFK)
80.2
81.2
101
101
Juneau, AK (JNU)
82.4
81.6
244
244
Grand Island, NE (GRI)
87.5
84.0
80
81
Kahului, HI (OGG)
90.3
93.3
1478
1479
Grand Junction, CO (GJT)
87.6
90.0
379
379
Kalamazoo, MI (AZO)
83.5
85.1
121
121
Grand Rapids, MI (GRR)
86.6
89.5
1030
1030
Kalispell, MT (FCA)
82.1
86.0
229
228
25
AIR TRAVEL CONSUMER REPORT
TABLE 5. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT BY REPORTING OPERATING CARRIER
DECEMBER 2020
CITY (AIRPORT)
PERCENT
ON-TIME
REPORTED
OPERATIONS
CITY (AIRPORT)
PERCENT
ON-TIME
REPORTED
OPERATIONS
ARR
DEP
ARR
DEP
ARR
DEP
ARR
DEP
Kansas City, MO (MCI)
87.1
93.2
2243
2245
Milwaukee, WI (MKE)
87.5
89.3
1324
1322
Kearney, NE (EAR)
80.3
83.6
61
61
Minneapolis, MN (MSP)
86.2
89.2
8777
8778
Ketchikan, AK (KTN)
77.5
81.7
120
120
Minot, ND (MOT)
84.6
86.4
228
228
Key West, FL (EYW)
88.0
91.0
690
688
Mission/McAllen/Edinburg, TX (MFE)
81.4
88.2
279
280
Killeen, TX (GRK)
84.7
88.6
176
176
Missoula, MT (MSO)
82.1
86.3
285
285
Knoxville, TN (TYS)
84.9
91.4
682
684
Moab, UT (CNY)
87.1
77.4
31
31
Kodiak, AK (ADQ)
81.4
83.7
43
43
Mobile, AL (MOB)
89.5
92.2
219
219
Kona, HI (KOA)
91.2
94.3
841
840
Moline, IL (MLI)
85.4
89.7
213
213
Kotzebue, AK (OTZ)
70.0
70.0
30
30
Monroe, LA (MLU)
90.5
94.0
201
201
La Crosse, WI (LSE)
84.1
89.2
157
157
Monterey, CA (MRY)
85.4
89.9
198
198
Lafayette, LA (LFT)
92.0
94.1
238
239
Montgomery, AL (MGM)
87.3
85.6
181
181
Lake Charles, LA (LCH)
90.9
90.9
11
11
Montrose/Delta, CO (MTJ)
87.1
87.5
294
295
Lansing, MI (LAN)
82.5
89.2
120
120
Mosinee, WI (CWA)
83.6
86.2
116
116
Laramie, WY (LAR)
73.6
79.2
53
53
Muskegon, MI (MKG)
89.5
87.7
57
57
Laredo, TX (LRD)
87.2
88.3
109
111
Myrtle Beach, SC (MYR)
87.5
89.7
542
542
Las Vegas, NV (LAS)
90.2
90.8
8528
8526
Nantucket, MA (ACK)
58.3
75.0
12
12
Latrobe, PA (LBE)
82.8
89.1
64
64
Nashville, TN (BNA)
88.1
84.8
4438
4440
Lawton/Fort Sill, OK (LAW)
58.8
58.8
68
68
New Bern/Morehead/Beaufort, NC (EWN)
91.9
93.9
99
99
Lewisburg, WV (LWB)
87.1
80.6
31
31
New Orleans, LA (MSY)
87.0
91.3
2164
2162
Lewiston, ID (LWS)
90.4
93.2
73
73
New York, NY (JFK)
81.3
82.6
3704
3705
Lexington, KY (LEX)
90.7
92.2
495
497
New York, NY (LGA)
86.9
86.5
3863
3867
Liberal, KS (LBL)
94.3
98.1
53
53
Newark, NJ (EWR)
85.8
85.7
5204
5226
Lihue, HI (LIH)
71.4
73.9
385
383
Newburgh/Poughkeepsie, NY (SWF)
100.0
92.3
26
26
Lincoln, NE (LNK)
87.7
90.3
73
72
Newport News/Williamsburg, VA (PHF)
87.5
93.1
72
72
Little Rock, AR (LIT)
87.5
91.0
736
737
Niagara Falls, NY (IAG)
92.6
88.5
27
26
Long Beach, CA (LGB)
94.4
94.0
666
666
Nome, AK (OME)
76.7
76.7
30
30
Longview, TX (GGG)
83.1
83.3
71
72
Norfolk, VA (ORF)
87.8
91.1
1116
1118
Los Angeles, CA (LAX)
89.3
90.1
10062
10072
North Bend/Coos Bay, OR (OTH)
61.5
76.9
13
13
Louisville, KY (SDF)
90.4
91.3
1038
1039
North Platte, NE (LBF)
88.7
86.8
53
53
Lubbock, TX (LBB)
83.1
88.9
396
397
Oakland, CA (OAK)
93.4
94.0
2235
2237
Lynchburg, VA (LYH)
94.1
94.1
17
17
Ogden, UT (OGD)
85.7
57.1
7
7
Madison, WI (MSN)
85.9
89.7
602
600
Ogdensburg, NY (OGS)
83.0
88.7
53
53
Manchester, NH (MHT)
86.1
90.1
375
375
Oklahoma City, OK (OKC)
85.6
91.0
1238
1238
Manhattan/Ft. Riley, KS (MHK)
93.1
91.4
58
58
Omaha, NE (OMA)
85.7
91.4
1325
1325
Marquette, MI (MQT)
81.6
83.3
114
114
Ontario, CA (ONT)
90.3
93.9
1312
1311
Medford, OR (MFR)
84.6
87.2
421
421
Orlando, FL (MCO)
85.5
89.2
8648
8637
Melbourne, FL (MLB)
92.6
92.6
202
202
Owensboro, KY (OWB)
100.0
100.0
9
9
Memphis, TN (MEM)
85.5
87.8
1233
1233
Paducah, KY (PAH)
95.2
95.2
62
62
Meridian, MS (MEI)
92.5
94.3
53
53
Palm Springs, CA (PSP)
87.7
89.4
1163
1162
Miami, FL (MIA)
88.9
91.0
5174
5166
Panama City, FL (ECP)
85.5
92.3
504
506
Midland/Odessa, TX (MAF)
82.1
87.9
553
553
Pasco/Kennewick/Richland, WA (PSC)
88.4
90.1
293
294
26
AIR TRAVEL CONSUMER REPORT
TABLE 5. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT BY REPORTING OPERATING CARRIER
DECEMBER 2020
CITY (AIRPORT)
PERCENT
ON-TIME
REPORTED
OPERATIONS
CITY (AIRPORT)
PERCENT
ON-TIME
REPORTED
OPERATIONS
ARR
DEP
ARR
DEP
ARR
DEP
ARR
DEP
Pellston, MI (PLN)
81.1
86.8
53
53
San Jose, CA (SJC)
90.9
93.6
2128
2129
Pensacola, FL (PNS)
87.7
90.5
759
760
San Juan, PR (SJU)
83.9
87.0
2118
2126
Peoria, IL (PIA)
84.5
85.8
213
212
San Luis Obispo, CA (SBP)
90.9
90.3
309
309
Petersburg, AK (PSG)
65.0
73.3
60
60
Sanford, FL (SFB)
87.1
91.3
700
700
Philadelphia, PA (PHL)
87.7
90.9
5455
5461
Santa Ana, CA (SNA)
90.5
94.0
1791
1790
Phoenix, AZ (AZA)
81.9
84.0
447
449
Santa Barbara, CA (SBA)
90.8
94.8
251
252
Phoenix, AZ (PHX)
89.0
89.9
10312
10314
Santa Fe, NM (SAF)
81.3
82.3
96
96
Pierre, SD (PIR)
83.0
92.5
53
53
Santa Maria, CA (SMX)
76.2
71.4
21
21
Pittsburgh, PA (PIT)
88.1
90.8
1922
1925
Santa Rosa, CA (STS)
88.3
92.0
137
138
Plattsburgh, NY (PBG)
80.3
83.1
71
71
Sarasota/Bradenton, FL (SRQ)
83.9
87.7
924
924
Pocatello, ID (PIH)
86.0
95.0
100
100
Sault Ste. Marie, MI (CIU)
70.5
83.6
61
61
Portland, ME (PWM)
82.9
86.4
503
507
Savannah, GA (SAV)
90.0
92.9
868
869
Portland, OR (PDX)
89.9
92.6
2903
2901
Scottsbluff, NE (BFF)
83.0
84.9
53
53
Portsmouth, NH (PSM)
87.0
87.0
23
23
Scranton/Wilkes-Barre, PA (AVP)
86.5
85.6
111
111
Prescott, AZ (PRC)
90.5
93.7
63
63
Seattle, WA (SEA)
90.7
92.7
8645
8646
Providence, RI (PVD)
85.0
85.8
541
542
Sheridan, WY (SHR)
88.7
88.7
53
53
Provo, UT (PVU)
67.3
67.3
52
52
Shreveport, LA (SHV)
89.4
89.7
358
360
Pueblo, CO (PUB)
84.9
79.2
53
53
Sioux City, IA (SUX)
89.5
78.9
57
57
Punta Gorda, FL (PGD)
81.0
87.0
517
517
Sioux Falls, SD (FSD)
83.9
82.8
516
516
Raleigh/Durham, NC (RDU)
87.2
89.5
2368
2373
Sitka, AK (SIT)
80.6
93.5
31
31
Rapid City, SD (RAP)
82.5
87.3
337
338
South Bend, IN (SBN)
89.6
88.2
450
451
Redding, CA (RDD)
89.7
93.1
29
29
Spokane, WA (GEG)
85.4
90.8
1008
1007
Reno, NV (RNO)
89.8
93.9
1033
1036
Springfield, IL (SPI)
90.9
90.9
11
11
Rhinelander, WI (RHI)
77.8
88.9
63
63
Springfield, MO (SGF)
90.3
92.5
536
536
Richmond, VA (RIC)
85.8
91.9
888
889
St. Cloud, MN (STC)
84.6
84.6
13
13
Riverton/Lander, WY (RIW)
88.9
80.0
45
45
St. George, UT (SGU)
91.9
95.8
283
283
Roanoke, VA (ROA)
95.1
94.4
123
124
St. Louis, MO (STL)
90.4
90.9
2917
2918
Rochester, MN (RST)
86.6
88.7
238
238
St. Petersburg, FL (PIE)
82.0
86.1
593
589
Rochester, NY (ROC)
87.4
89.6
422
422
State College, PA (SCE)
72.3
75.0
47
48
Rock Springs, WY (RKS)
86.7
91.1
45
45
Staunton, VA (SHD)
77.4
83.0
53
53
Rockford, IL (RFD)
89.4
83.6
66
67
Stillwater, OK (SWO)
90.2
82.9
41
41
Roswell, NM (ROW)
89.5
89.5
57
57
Stockton, CA (SCK)
84.8
87.9
33
33
Sacramento, CA (SMF)
90.0
91.3
2542
2541
Sun Valley/Hailey/Ketchum, ID (SUN)
77.6
90.0
170
170
Saginaw/Bay City/Midland, MI (MBS)
83.5
91.2
91
91
Syracuse, NY (SYR)
88.8
89.1
420
422
Saipan, TT (SPN)
92.3
100.0
13
13
Tallahassee, FL (TLH)
89.8
91.5
364
364
Salina, KS (SLN)
88.7
90.6
53
53
Tampa, FL (TPA)
85.0
89.4
4782
4779
Salt Lake City, UT (SLC)
87.2
88.0
8760
8748
Texarkana, AR (TXK)
88.0
88.1
83
84
San Angelo, TX (SJT)
90.3
89.5
124
124
Toledo, OH (TOL)
91.9
89.5
37
38
San Antonio, TX (SAT)
83.8
89.9
1630
1629
Traverse City, MI (TVC)
80.0
86.2
195
196
San Diego, CA (SAN)
89.8
93.8
3787
3780
Trenton, NJ (TTN)
85.9
89.3
85
84
San Francisco, CA (SFO)
91.1
93.2
6192
6195
Tucson, AZ (TUS)
87.4
90.7
1061
1060
27
AIR TRAVEL CONSUMER REPORT
TABLE 5. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT BY REPORTING OPERATING CARRIER
DECEMBER 2020
CITY (AIRPORT)
PERCENT
ON-TIME
REPORTED
OPERATIONS
ARR
DEP
ARR
DEP
Tulsa, OK (TUL)
87.1
87.9
851
854
Twin Falls, ID (TWF)
90.0
98.0
100
100
Tyler, TX (TYR)
83.8
83.8
105
105
Valdosta, GA (VLD)
93.4
98.9
91
91
Valparaiso, FL (VPS)
89.5
93.2
573
574
Vernal, UT (VEL)
75.5
67.9
53
53
Victoria, TX (VCT)
84.9
84.9
53
53
Waco, TX (ACT)
90.1
93.4
91
91
Washington, DC (DCA)
90.1
92.3
2644
2646
Washington, DC (IAD)
86.7
87.1
3391
3403
Waterloo, IA (ALO)
92.9
100.0
28
28
Watertown, SD (ATY)
81.1
83.0
53
53
West Palm Beach/Palm Beach, FL (PBI)
82.4
89.1
1627
1621
White Plains, NY (HPN)
82.6
85.3
276
279
Wichita Falls, TX (SPS)
82.1
88.2
84
85
Wichita, KS (ICT)
86.9
89.1
605
607
Williston, ND (XWA)
87.7
84.2
57
57
Wilmington, NC (ILM)
90.5
94.8
348
349
Wrangell, AK (WRG)
71.7
73.3
60
60
Yakutat, AK (YAK)
66.7
76.7
60
60
Yuma, AZ (YUM)
88.4
92.3
155
155
28
AIR TRAVEL CONSUMER REPORT
TABLE 6. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS BY REPORTING MARKETING CARRIER
DECEMBER 2020
CARRIER
1
AT ALL US AIRPORTS
NUMBER OF
AIRPORTS
REPORTED
FLIGHT OPERATIONS
SCHEDULED
FLIGHT
OPERATIONS
CANCELLED
PERCENT OF
OPERATIONS
CANCELLED
RANK
FRONTIER AIRLINES
92
7320
36
0.5
1
AMERICAN AIRLINES NETWORK
219
98250
694
0.7
2
- AMERICAN AIRLINES
89
38496
210
0.5
- BRANDED CODESHARE PARTNERS
201
59754
484
0.8
SOUTHWEST AIRLINES
93
64342
635
1.0
3
DELTA AIR LINES NETWORK
202
96881
991
1.0
4
- DELTA AIR LINES
104
49378
566
1.1
- BRANDED CODESHARE PARTNERS
188
47503
425
0.9
SPIRIT AIRLINES
46
12745
136
1.1
5
JETBLUE AIRWAYS
56
10964
129
1.2
6
UNITED AIRLINES NETWORK
236
71534
1047
1.5
7
- UNITED AIRLINES
85
25892
316
1.2
- BRANDED CODESHARE PARTNERS
225
45642
731
1.6
ALASKA AIRLINES NETWORK
102
25011
377
1.5
8
- ALASKA AIRLINES
72
11008
164
1.5
- BRANDED CODESHARE PARTNERS
53
14003
213
1.5
HAWAIIAN AIRLINES NETWORK
20
3387
56
1.7
9
- HAWAIIAN AIRLINES
18
3139
56
1.8
- BRANDED CODESHARE PARTNERS
3
248
0
0.0
ALLEGIANT AIR
119
7368
152
2.1
10
TOTAL AIRPORTS SERVED
360
397,802
4,253
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.
NOTE: The Coronavirus Disease 2019 (COVID-19) public health emergency has resulted in significant changes in airline schedules and operations, which may have
negatively impacted airlines’ cancellation statistics during this reporting period. On April 17, 2020, the Department issued a notice on Reporting of Causes of Flight Delays
and Cancellations Given The Unprecedented Impact of the COVID-19 Public Health Emergency on Air Travel. This notice stated that it would be acceptable for flight delays
and cancellations that are directly related to government actions to mitigate the spread of COVID-19 in the United States to be coded in the “security” category for the
purposes of categorizing causes of delays and cancellations.
For a complete list of flights by number canceled 5% or more of the time, go to https://www.transtats.bts.gov/ONTIME/5PctCancels.aspx
29
AIR TRAVEL CONSUMER REPORT
TABLE 6A. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS BY REPORTING OPERATING CARRIER
DECEMBER 2020
CARRIER
1
AT ALL US AIRPORTS
NUMBER OF
AIRPORTS
REPORTED
FLIGHT OPERATIONS
SCHEDULED
FLIGHT
OPERATIONS
CANCELLED
PERCENT OF
OPERATIONS
CANCELLED
RANK
PSA AIRLINES
93
14291
64
0.4
1
FRONTIER AIRLINES
92
7320
36
0.5
2
AMERICAN AIRLINES
89
38496
210
0.5
3
ENDEAVOR AIR
117
22010
166
0.8
4
SKYWEST AIRLINES
224
54674
539
1.0
5
SOUTHWEST AIRLINES
93
64342
635
1.0
6
SPIRIT AIRLINES
46
12745
136
1.1
7
ENVOY AIR
132
16814
182
1.1
8
DELTA AIR LINES
104
49378
566
1.1
9
JETBLUE AIRWAYS
56
10964
129
1.2
10
UNITED AIRLINES
85
25892
316
1.2
11
REPUBLIC AIRWAYS
93
21257
311
1.5
12
ALASKA AIRLINES
72
11008
164
1.5
13
MESA AIRLINES
99
11659
188
1.6
14
HAWAIIAN AIRLINES
18
3139
56
1.8
15
ALLEGIANT AIR
119
7368
152
2.1
16
TOTAL AIRPORTS SERVED
349
371,357
3,850
1.0
1. All U.S. airlines with at least 0.5 percent of total domestic scheduled service passenger revenues.
NOTE: The Coronavirus Disease 2019 (COVID-19) public health emergency has resulted in significant changes in airline schedules and operations, which may have
negatively impacted airlines’ cancellation statistics during this reporting period. On April 17, 2020, the Department issued a notice on Reporting of Causes of Flight Delays
and Cancellations Given The Unprecedented Impact of the COVID-19 Public Health Emergency on Air Travel. This notice stated that it would be acceptable for flight delays
and cancellations that are directly related to government actions to mitigate the spread of COVID-19 in the United States to be coded in the “security” category for the
purposes of categorizing causes of delays and cancellations.
For a complete list of flights by number canceled 5% or more of the time, go to https://www.transtats.bts.gov/ONTIME/5PctCancels.aspx
30
AIR TRAVEL CONSUMER REPORT
TABLE 6B. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS: RANKING OF U.S. REPORTING MARKETING CARRIERS (YTD)
RANK
CARRIER
1
JANUARY - DECEMBER 2020
JANUARY - DECEMBER 2019
FLIGHT OPERATIONS
SCHEDULED
FLIGHT OPERATIONS
CANCELLED
PERCENT OF
OPERATIONS
CANCELLED
FLIGHT OPERATIONS
SCHEDULED
FLIGHT OPERATIONS
CANCELLED
PERCENT OF
OPERATIONS
CANCELLED
1
SPIRIT AIRLINES
135,102
2,964
2.19
204,845
3,590
1.75
2
ALASKA AIRLINES NETWORK
282,967
10,500
3.71
443,434
6,417
1.45
- ALASKA AIRLINES
138,226
5,481
3.97
264,817
3,078
1.16
- BRANDED CODESHARE PARTNERS
144,741
5,019
3.47
178,617
3,339
1.87
3
DELTA AIR LINES NETWORK
1,066,908
45,190
4.24
1,766,033
11,938
0.68
- DELTA AIR LINES
581,101
28,769
4.95
991,986
1,842
0.19
- BRANDED CODESHARE PARTNERS
485,807
16,421
3.38
774,047
10,096
1.30
4
FRONTIER AIRLINES
91,175
4,691
5.15
135,543
2,281
1.68
5
HAWAIIAN AIRLINES NETWORK
45,504
2,487
5.47
92,724
415
0.45
- HAWAIIAN AIRLINES
40,414
2,144
5.31
83,891
137
0.16
- BRANDED CODESHARE PARTNERS
5,090
343
6.74
8,833
278
3.15
6
JETBLUE AIRWAYS
144,163
7,982
5.54
297,411
3,764
1.27
7
UNITED AIRLINES NETWORK
885,351
53,448
6.04
1,571,404
37,462
2.38
- UNITED AIRLINES
308,217
22,593
7.33
625,910
5,384
0.86
- BRANDED CODESHARE PARTNERS
577,134
30,855
5.35
945,494
32,078
3.39
8
AMERICAN AIRLINES NETWORK
1,311,462
81,655
6.23
2,111,039
53,516
2.54
- AMERICAN AIRLINES
569,806
34,262
6.01
946,776
20,151
2.13
- BRANDED CODESHARE PARTNERS
741,656
47,393
6.39
1,164,263
33,365
2.87
9
SOUTHWEST AIRLINES
961,276
77,842
8.10
1,363,946
33,622
2.47
10
ALLEGIANT AIR
98,489
14,296
14.52
105,305
624
0.59
TOTAL
5,022,397
301,055
5.99
8,091,684
153,629
1.90
1. All U.S. airlines with at least 0.5 percent of total domestic scheduled service passenger revenues plus any branded codeshare partners.
NOTE: The Coronavirus Disease 2019 (COVID-19) public health emergency has resulted in significant changes in airline schedules and operations, which may have negatively
impacted airlines’ cancellation statistics during this reporting period. On April 17, 2020, the Department issued a notice on Reporting of Causes of Flight Delays and Cancellations
Given The Unprecedented Impact of the COVID-19 Public Health Emergency on Air Travel. This notice stated that it would be acceptable for flight delays and cancellations that are
directly related to government actions to mitigate the spread of COVID-19 in the United States to be coded in the “security” category for the purposes of categorizing causes of delays
and cancellations.
For a complete list of flights by number canceled 5% or more of the time, go to https://www.transtats.bts.gov/ONTIME/5PctCancels.aspx
31
AIR TRAVEL CONSUMER REPORT
TABLE 6C. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS: RANKING OF U.S. REPORTING OPERATING CARRIERS (YTD)
RANK
CARRIER
1
JANUARY - DECEMBER 2020
JANUARY - DECEMBER 2019
FLIGHT OPERATIONS
SCHEDULED
FLIGHT OPERATIONS
CANCELLED
PERCENT OF
OPERATIONS
CANCELLED
FLIGHT OPERATIONS
SCHEDULED
FLIGHT OPERATIONS
CANCELLED
PERCENT OF
OPERATIONS
CANCELLED
1
SPIRIT AIRLINES
135,102
2,964
2.19
204,845
3,590
1.75
2
ENDEAVOR AIR
211,398
6,942
3.28
257,132
4,257
1.66
3
ALASKA AIRLINES
138,226
5,481
3.97
264,816
3,077
1.16
4
SKYWEST AIRLINES
597,021
24,955
4.18
836,445
17,453
2.09
5
REPUBLIC AIRWAYS
219,751
10,518
4.79
329,149
7,692
2.34
6
DELTA AIR LINES
581,101
28,769
4.95
991,986
1,842
0.19
7
FRONTIER AIRLINES
91,175
4,691
5.15
135,543
2,281
1.68
8
ENVOY AIR
211,268
11,202
5.30
327,007
11,430
3.50
9
HAWAIIAN AIRLINES
40,414
2,144
5.31
83,891
137
0.16
10
JETBLUE AIRWAYS
144,163
7,982
5.54
297,411
3,764
1.27
11
AMERICAN AIRLINES
569,806
34,262
6.01
946,776
20,151
2.13
12
MESA AIRLINES
136,198
8,250
6.06
227,888
6,709
2.94
13
PSA AIRLINES
192,614
14,108
7.32
289,304
6,826
2.36
14
UNITED AIRLINES
308,217
22,593
7.33
625,910
5,384
0.86
15
SOUTHWEST AIRLINES
961,276
77,842
8.10
1,363,946
33,622
2.47
16
ALLEGIANT AIR
98,489
14,296
14.52
105,305
624
0.59
TOTAL
4,636,219
276,999
5.97
7,287,354
128,839
1.77
1. All U.S. airlines with at least 0.5 percent of total domestic scheduled service passenger revenues.
NOTE: The Coronavirus Disease 2019 (COVID-19) public health emergency has resulted in significant changes in airline schedules and operations, which may have negatively
impacted airlines’ cancellation statistics during this reporting period. On April 17, 2020, the Department issued a notice on Reporting of Causes of Flight Delays and Cancellations
Given The Unprecedented Impact of the COVID-19 Public Health Emergency on Air Travel. This notice stated that it would be acceptable for flight delays and cancellations that are
directly related to government actions to mitigate the spread of COVID-19 in the United States to be coded in the “security” category for the purposes of categorizing causes of delays
and cancellations.
For a complete list of flights by number canceled 5% or more of the time, go to https://www.transtats.bts.gov/ONTIME/5PctCancels.aspx
32
AIR TRAVEL CONSUMER REPORT
TABLE 7. CAUSES OF DELAY, BY REPORTING MARKETING CARRIER
DECEMBER 2020
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
25011
22451
89.76
377
1.51
70
0.28
729
2.91
124
0.50
703
2.81
25
0.10
532
2.13
- ALASKA AIRLINES
11008
9980
90.66
164
1.49
39
0.35
228
2.07
58
0.53
356
3.23
22
0.20
161
1.46
- BRANDED CODESHARE PARTNERS
14003
12471
89.06
213
1.52
31
0.22
501
3.58
66
0.47
348
2.49
3
0.02
371
2.65
ALLEGIANT AIR
7368
6111
82.94
152
2.06
20
0.27
305
4.14
49
0.67
349
4.74
1
0.01
381
5.17
AMERICAN AIRLINES NETWORK
98250
85228
86.75
694
0.71
170
0.17
3972
4.04
367
0.37
4823
4.91
63
0.06
2933
2.99
- AMERICAN AIRLINES
38496
33904
88.07
210
0.55
55
0.14
1693
4.40
94
0.24
1809
4.70
15
0.04
715
1.86
BRANDED CODESHARE PARTNERS
59754
51324
85.89
484
0.81
115
0.19
2278
3.81
273
0.46
3013
5.04
48
0.08
2218
3.71
DELTA AIR LINES NETWORK
96881
84565
87.29
991
1.02
121
0.12
4873
5.03
694
0.72
4246
4.38
26
0.03
1365
1.41
- DELTA AIR LINES
49378
42344
85.75
566
1.15
49
0.10
2159
4.37
110
0.22
3272
6.63
14
0.03
864
1.75
- BRANDED CODESHARE PARTNERS
47503
42221
88.88
425
0.89
72
0.15
2713
5.71
584
1.23
974
2.05
12
0.03
501
1.05
FRONTIER AIRLINES
7320
6511
88.95
36
0.49
1
0.01
211
2.88
15
0.20
387
5.29
0
0.00
159
2.17
HAWAIIAN AIRLINES NETWORK
3387
3097
91.44
56
1.65
4
0.12
186
5.49
4
0.12
3
0.09
0
0.00
37
1.09
- HAWAIIAN AIRLINES
3139
2860
91.11
56
1.78
4
0.13
182
5.80
4
0.13
2
0.06
0
0.00
31
0.99
BRANDED CODESHARE PARTNERS
248
237
95.56
0
0.00
0
0.00
3
1.21
0
0.00
1
0.40
0
0.00
6
2.42
JETBLUE AIRWAYS
10964
8584
78.29
129
1.18
19
0.17
841
7.67
50
0.46
872
7.95
9
0.08
459
4.19
SOUTHWEST AIRLINES
64342
57055
88.67
635
0.99
67
0.10
2720
4.23
52
0.08
1685
2.62
27
0.04
2100
3.26
SPIRIT AIRLINES
12745
10692
83.89
136
1.07
21
0.16
441
3.46
37
0.29
1036
8.13
29
0.23
352
2.76
UNITED AIRLINES NETWORK
71534
62518
87.40
1047
1.46
139
0.19
3670
5.13
402
0.56
2399
3.35
7
0.01
1352
1.89
- UNITED AIRLINES
25892
22745
87.85
316
1.22
26
0.10
974
3.76
90
0.35
1173
4.53
1
0.00
567
2.19
BRANDED CODESHARE PARTNERS
45642
39773
87.14
731
1.60
113
0.25
2697
5.91
312
0.68
1225
2.68
6
0.01
785
1.72
TOTAL
397,802
346,812
87.18
4,253
1.07
632
0.16
17,948
4.51
1,795
0.45
16,504
4.15
187
0.05
9,671
2.43
* 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.
33
AIR TRAVEL CONSUMER REPORT
TABLE 7A. CAUSES OF DELAY, BY REPORTING OPERATING CARRIER
DECEMBER 2020
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
11008
9980
90.66
164
1.49
39
0.35
228
2.07
58
0.53
356
3.23
22
0.20
161
1.46
ALLEGIANT AIR
7368
6111
82.94
152
2.06
20
0.27
305
4.14
49
0.67
349
4.74
1
0.01
381
5.17
AMERICAN AIRLINES
38496
33904
88.07
210
0.55
55
0.14
1693
4.40
94
0.24
1809
4.70
15
0.04
715
1.86
DELTA AIR LINES
49378
42344
85.75
566
1.15
49
0.10
2159
4.37
110
0.22
3272
6.63
14
0.03
864
1.75
ENDEAVOR AIR
22010
19923
90.52
166
0.75
26
0.12
675
3.07
55
0.25
715
3.25
3
0.01
447
2.03
ENVOY AIR
16814
14060
83.62
182
1.08
30
0.18
523
3.11
123
0.73
1350
8.03
11
0.07
535
3.18
FRONTIER AIRLINES
7320
6511
88.95
36
0.49
1
0.01
211
2.88
15
0.20
387
5.29
0
0.00
159
2.17
HAWAIIAN AIRLINES
3139
2860
91.11
56
1.78
4
0.13
182
5.80
4
0.13
2
0.06
0
0.00
31
0.99
JETBLUE AIRWAYS
10964
8584
78.29
129
1.18
19
0.17
841
7.67
50
0.46
872
7.95
9
0.08
459
4.19
MESA AIRLINES
11659
9606
82.39
188
1.61
28
0.24
538
4.61
69
0.59
755
6.48
7
0.06
468
4.01
PSA AIRLINES
14291
12817
89.69
64
0.45
17
0.12
479
3.35
34
0.24
550
3.85
11
0.08
320
2.24
REPUBLIC AIRWAYS
21257
19042
89.58
311
1.46
13
0.06
692
3.26
69
0.32
766
3.60
11
0.05
352
1.66
SKYWEST AIRLINES
54674
47174
86.28
539
0.99
152
0.28
4556
8.33
755
1.38
371
0.68
20
0.04
1107
2.02
SOUTHWEST AIRLINES
64342
57055
88.67
635
0.99
67
0.10
2720
4.23
52
0.08
1685
2.62
27
0.04
2100
3.26
SPIRIT AIRLINES
12745
10692
83.89
136
1.07
21
0.16
441
3.46
37
0.29
1036
8.13
29
0.23
352
2.76
UNITED AIRLINES
25892
22745
87.85
316
1.22
26
0.10
974
3.76
90
0.35
1173
4.53
1
0.00
567
2.19
TOTAL
371,357
323,408
87.09
3,850
1.04
567
0.15
17,218
4.64
1,663
0.45
15,449
4.16
182
0.05
9,019
2.43
* 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.
34
AIR TRAVEL CONSUMER REPORT
TABLE 7B. OVERALL CAUSES OF DELAY BY REPORTING OPERATING CARRIER
DECEMBER 2020
* 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.
35
AIR TRAVEL CONSUMER REPORT
TABLE 8. LIST OF DOMESTIC FLIGHTS WITH TARMAC DELAYS OVER 3 HOURS BY MARKETING/OPERATING CARRIER
DECEMBER 2020
MARKETING CARRIER
OPERATING CARRIER
FLIGHT NUMBER
ORIGIN
AIRPORT
DESTINATION
AIRPORT
DATE OF
FLIGHT
LOCATION OF
LONGEST TARMAC
DELAY
LENGTH OF
TARMAC DELAY
JETBLUE
JETBLUE
1421
PHL
SJU
12/16/2020
Origin Airport
3:39
UNITED
REPUBLIC
3655
LNK
ORD
12/29/2020
Origin Airport
3:16
SPIRIT
SPIRIT
2712
RSW
DTW
12/26/2020
Origin Airport
3:06
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.
36
AIR TRAVEL CONSUMER REPORT
TABLE 8A. LIST OF INTERNATIONAL FLIGHTS WITH TARMAC DELAYS OVER 4 HOURS BY MARKETING/OPERATING CARRIER
DECEMBER 2020
MARKETING CARRIER
OPERATING CARRIER
FLIGHT NUMBER
ORIGIN
AIRPORT
DESTINATION
AIRPORT
DATE OF
FLIGHT
LOCATION OF
LONGEST TARMAC
DELAY
LENGTH OF
TARMAC DELAY
ALITALIA
ALITALIA
609
JFK
FCO
12/6/2020
Origin Airport
5:49
ALITALIA
ALITALIA
609
JFK
FCO
12/16/2020
Origin Airport
4:13
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.
37
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
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 #33, issued
December 13, 2019, effective January 1, 2020: https://www.bts.gov/topics/airlines-and-airports/number-33-
time-reporting-carriers-effective-jan-1-2020
** ExpressJet Airlines ceased operations on September 30, 2020 and no longer reports Airline Service
Quality Performance Data to DOT.
38
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, 2018, 16 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, 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.
39
AIR TRAVEL CONSUMER REPORT
MISHANDLED BAGGAGE: RANKING OF U.S. REPORTING MARKETING CARRIERS (MONTHLY)
RANK
CARRIER*
DECEMBER 2020
DECEMBER 2019
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
279,552
336
1.20
629,943
1,162
1.84
2
HAWAIIAN AIRLINES NETWORK
153,554
304
1.98
571,587
2,657
4.65
- HAWAIIAN AIRLINES
149,674
303
2.02
557,310
2,524
4.53
- BRANDED CODESHARE PARTNERS
3,880
1
0.26
14,277
133
9.32
3
FRONTIER AIRLINES
423,343
1,059
2.50
991,097
4,380
4.42
4
SOUTHWEST AIRLINES
5,386,803
15,485
2.87
11,664,319
56,955
4.88
5
ALASKA AIRLINES NETWORK
939,055
2,720
2.90
2,748,427
21,555
7.84
- ALASKA AIRLINES
603,591
1,557
2.58
1,989,178
15,366
7.72
- BRANDED CODESHARE PARTNERS
335,464
1,163
3.47
759,249
6,189
8.15
6
DELTA AIR LINES NETWORK
3,314,769
10,798
3.26
9,595,012
56,863
5.93
- DELTA AIR LINES
2,222,368
7,364
3.31
7,190,969
43,111
6.00
- BRANDED CODESHARE PARTNERS
1,092,401
3,434
3.14
2,404,043
13,752
5.72
7
SPIRIT AIRLINES
665,361
2,192
3.29
1,210,040
6,080
5.02
8
UNITED AIRLINES NETWORK
2,963,812
12,731
4.30
7,260,490
56,986
7.85
- UNITED AIRLINES
1,721,579
7,345
4.27
4,368,055
33,636
7.70
- BRANDED CODESHARE PARTNERS
1,242,233
5,386
4.34
2,892,435
23,350
8.07
9
JETBLUE AIRWAYS
413,185
1,776
4.30
1,518,266
7,877
5.19
10
AMERICAN AIRLINES NETWORK
4,810,905
33,991
7.07
11,002,684
97,475
8.86
- AMERICAN AIRLINES
2,601,709
19,325
7.43
6,816,098
60,966
8.94
- BRANDED CODESHARE PARTNERS
2,209,196
14,666
6.64
4,186,586
36,509
8.72
TOTAL
19,350,339
81,392
4.21
47,191,865
311,990
6.61
* All U.S. airlines with at least 0.5 percent of total domestic scheduled-service passenger revenues plus any branded codeshare partners.
40
AIR TRAVEL CONSUMER REPORT
MISHANDLED BAGGAGE: RANKING OF U.S. REPORTING MARKETING CARRIERS (YTD)
RANK
CARRIER*
JANUARY - DECEMBER 2020
JANUARY - DECEMBER 2019
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
3,523,501
5,225
1.48
6,788,240
11,907
1.75
2
SOUTHWEST AIRLINES
54,893,501
147,245
2.68
121,547,226
534,609
4.40
3
FRONTIER AIRLINES
4,960,051
16,027
3.23
10,865,949
45,644
4.20
4
HAWAIIAN AIRLINES NETWORK
2,048,605
6,672
3.26
6,720,741
29,893
4.45
- HAWAIIAN AIRLINES
1,984,854
6,322
3.19
6,546,100
28,118
4.30
- BRANDED CODESHARE PARTNERS
63,751
350
5.49
174,641
1,775
10.16
5
DELTA AIR LINES NETWORK
40,124,127
145,135
3.62
105,553,535
495,479
4.69
- DELTA AIR LINES
29,033,557
107,844
3.71
80,085,139
386,365
4.82
- BRANDED CODESHARE PARTNERS
11,090,570
37,291
3.36
25,468,396
109,114
4.28
6
JETBLUE AIRWAYS
5,224,361
19,903
3.81
13,646,700
75,518
5.53
7
SPIRIT AIRLINES
6,589,748
26,144
3.97
12,602,327
60,006
4.76
8
ALASKA AIRLINES NETWORK
12,303,389
49,959
4.06
29,371,517
153,880
5.24
- ALASKA AIRLINES
8,265,281
32,654
3.95
21,657,991
108,815
5.02
- BRANDED CODESHARE PARTNERS
4,038,108
17,305
4.29
7,713,526
45,065
5.84
9
UNITED AIRLINES NETWORK
31,780,790
142,218
4.48
80,044,379
544,338
6.80
- UNITED AIRLINES
17,802,480
81,081
4.55
48,183,863
322,014
6.68
- BRANDED CODESHARE PARTNERS
13,978,310
61,137
4.37
31,860,516
222,324
6.98
10
AMERICAN AIRLINES NETWORK
57,148,720
340,555
5.96
119,659,117
1,015,222
8.48
- AMERICAN AIRLINES
33,370,767
212,974
6.38
72,912,993
626,716
8.60
- BRANDED CODESHARE PARTNERS
23,777,953
127,581
5.37
46,746,124
388,506
8.31
TOTAL
218,596,793
899,083
4.11
506,799,731
2,966,496
5.85
* All U.S. airlines with at least 0.5 percent of total domestic scheduled-service passenger revenues plus any branded codeshare partners.
41
AIR TRAVEL CONSUMER REPORT
MISHANDLED BAGGAGE: RANKING OF U.S. REPORTING OPERATING CARRIERS (MONTHLY)
RANK
CARRIER*
DECEMBER 2020
DECEMBER 2019
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
279,552
336
1.20
629,943
1,162
1.84
2
HAWAIIAN AIRLINES
149,674
303
2.02
557,310
2,524
4.53
3
FRONTIER AIRLINES
423,343
1,059
2.50
991,097
4,380
4.42
4
ALASKA AIRLINES
603,591
1,557
2.58
1,989,178
15,366
7.72
5
ENDEAVOR AIR
601,219
1,725
2.87
1,063,730
6,261
5.89
6
SOUTHWEST AIRLINES
5,386,803
15,485
2.87
11,664,319
56,955
4.88
7
SPIRIT AIRLINES
665,361
2,192
3.29
1,210,040
6,080
5.02
8
DELTA AIR LINES
2,222,368
7,364
3.31
7,190,969
43,111
6.00
9
UNITED AIRLINES
1,721,579
7,345
4.27
4,368,055
33,636
7.70
10
JETBLUE AIRWAYS
413,185
1,776
4.30
1,518,266
7,877
5.19
11
SKYWEST AIRLINES
1,363,293
6,282
4.61
2,855,238
21,211
7.43
12
PSA AIRLINES
651,912
3,052
4.68
1,214,665
9,625
7.92
13
REPUBLIC AIRWAYS
532,742
2,973
5.58
900,321
7,474
8.30
14
MESA AIRLINES
451,996
2,649
5.86
894,911
7,338
8.20
15
AMERICAN AIRLINES
2,601,709
19,325
7.43
6,816,098
60,966
8.94
16
ENVOY AIR
553,662
5,179
9.35
1,006,213
10,015
9.95
TOTAL
18,621,989
78,602
4.22
44,870,353
293,981
6.55
* All U.S. airlines with at least 0.5 percent of total domestic scheduled-service passenger revenues.
42
AIR TRAVEL CONSUMER REPORT
MISHANDLED BAGGAGE: RANKING OF U.S. REPORTING OPERATING CARRIERS (YTD)
RANK
CARRIER*
JANUARY - DECEMBER 2020
JANUARY - DECEMBER 2019
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
3,523,501
5,225
1.48
6,788,240
11,907
1.75
2
SOUTHWEST AIRLINES
54,893,501
147,245
2.68
121,547,226
534,609
4.40
3
HAWAIIAN AIRLINES
1,984,854
6,322
3.19
6,546,100
28,118
4.30
4
FRONTIER AIRLINES
4,960,051
16,027
3.23
10,865,949
45,644
4.20
5
ENDEAVOR AIR
5,578,086
18,136
3.25
10,685,689
48,011
4.49
6
DELTA AIR LINES
29,033,557
107,844
3.71
80,085,139
386,365
4.82
7
JETBLUE AIRWAYS
5,224,361
19,903
3.81
13,646,700
75,518
5.53
8
ALASKA AIRLINES
8,265,281
32,654
3.95
21,657,991
108,815
5.02
9
SPIRIT AIRLINES
6,589,748
26,144
3.97
12,602,327
60,006
4.76
10
SKYWEST AIRLINES
14,574,244
64,554
4.43
30,608,529
187,525
6.13
11
PSA AIRLINES
7,394,058
33,128
4.48
13,604,209
96,354
7.08
12
UNITED AIRLINES
17,802,480
81,081
4.55
48,183,863
322,014
6.68
13
MESA AIRLINES
4,739,393
22,407
4.73
10,117,195
85,268
8.43
14
REPUBLIC AIRWAYS
4,577,009
23,853
5.21
9,148,983
72,042
7.87
15
ENVOY AIR
5,977,934
38,054
6.37
11,343,361
108,122
9.53
16
AMERICAN AIRLINES
33,370,767
212,974
6.38
72,912,993
626,716
8.60
TOTAL
208,488,825
855,551
4.10
480,344,494
2,797,034
5.82
* All U.S. airlines with at least 0.5 percent of total domestic scheduled-service passenger revenues.
43
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, 2019, and after, airlines must also report this data for their branded codeshare partners.
44
AIR TRAVEL CONSUMER REPORT
MISHANDLED WHEELCHAIRS AND SCOOTERS: RANKING OF U.S. REPORTING MARKETING CARRIERS (MONTHLY)
RANK
CARRIER*
DECEMBER 2020
DECEMBER 2019
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
ALLEGIANT AIR
195
1
0.51
1,524
4
0.26
2
DELTA AIR LINES NETWORK
4,757
29
0.61
16,828
165
0.98
- DELTA AIR LINES
3,064
21
0.69
12,965
136
1.05
- BRANDED CODESHARE PARTNERS
1,693
8
0.47
3,863
29
0.75
3
UNITED AIRLINES NETWORK
3,932
32
0.81
10,185
158
1.55
- UNITED AIRLINES
2,337
21
0.90
6,797
112
1.65
- BRANDED CODESHARE PARTNERS
1,595
11
0.69
3,388
46
1.36
4
AMERICAN AIRLINES NETWORK
4,118
50
1.21
12,121
243
2.00
- AMERICAN AIRLINES
2,641
37
1.40
9,033
174
1.93
- BRANDED CODESHARE PARTNERS
1,477
13
0.88
3,088
69
2.23
5
FRONTIER AIRLINES
844
11
1.30
2,299
41
1.78
6
ALASKA AIRLINES NETWORK
684
9
1.32
2,549
36
1.41
- ALASKA AIRLINES
485
7
1.44
2,101
32
1.52
- BRANDED CODESHARE PARTNERS
199
2
1.01
448
4
0.89
7
SOUTHWEST AIRLINES
3,501
53
1.51
13,827
263
1.90
8
HAWAIIAN AIRLINES NETWORK
189
3
1.59
656
8
1.22
- HAWAIIAN AIRLINES
178
3
1.69
602
8
1.33
- BRANDED CODESHARE PARTNERS
11
0
0.00
54
0
0.00
9
JETBLUE AIRWAYS
730
17
2.33
3,148
51
1.62
10
SPIRIT AIRLINES
378
18
4.76
2,208
32
1.45
TOTAL
19,328
223
1.15
65,345
1,001
1.53
* All U.S. airlines with at least 0.5 percent of total domestic scheduled-service passenger revenues plus any branded codeshare partners.
45
AIR TRAVEL CONSUMER REPORT
MISHANDLED WHEELCHAIRS AND SCOOTERS: RANKING OF U.S. REPORTING MARKETING CARRIERS (YTD)
RANK
CARRIER*
JANUARY - DECEMBER 2020
JANUARY - DECEMBER 2019
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
ALLEGIANT AIR
6,135
21
0.34
17,492
86
0.49
2
DELTA AIR LINES NETWORK
69,947
436
0.62
208,547
1,652
0.79
- DELTA AIR LINES
51,979
343
0.66
152,965
1,387
0.91
- BRANDED CODESHARE PARTNERS
17,968
93
0.52
55,582
265
0.48
3
UNITED AIRLINES NETWORK
42,630
526
1.23
116,713
1,792
1.54
- UNITED AIRLINES
25,684
346
1.35
81,879
1,283
1.57
- BRANDED CODESHARE PARTNERS
16,946
180
1.06
34,834
509
1.46
4
HAWAIIAN AIRLINES NETWORK
2,474
32
1.29
6,516
100
1.53
- HAWAIIAN AIRLINES
2,239
32
1.43
5,950
98
1.65
- BRANDED CODESHARE PARTNERS
235
0
0.00
566
2
0.35
5
JETBLUE AIRWAYS
11,094
154
1.39
30,097
496
1.65
6
FRONTIER AIRLINES
11,302
167
1.48
21,554
434
2.01
7
ALASKA AIRLINES NETWORK
10,459
157
1.50
28,307
244
0.86
- ALASKA AIRLINES
7,990
119
1.49
23,972
200
0.83
- BRANDED CODESHARE PARTNERS
2,469
38
1.54
4,335
44
1.01
8
SOUTHWEST AIRLINES
50,874
770
1.51
136,411
2,467
1.81
9
AMERICAN AIRLINES NETWORK
56,877
997
1.75
95,021
2,756
2.90
- AMERICAN AIRLINES
40,088
692
1.73
71,824
1,988
2.77
- BRANDED CODESHARE PARTNERS
16,789
305
1.82
23,197
768
3.31
10
SPIRIT AIRLINES
6,884
204
2.96
25,134
521
2.07
TOTAL
268,676
3,464
1.29
685,792
10,548
1.54
* All U.S. airlines with at least 0.5 percent of total domestic scheduled-service passenger revenues plus any branded codeshare partners.
46
AIR TRAVEL CONSUMER REPORT
MISHANDLED WHEELCHAIRS AND SCOOTERS: RANKING OF U.S. REPORTING OPERATING CARRIERS (MONTHLY)
RANK
CARRIER*
DECEMBER 2020
DECEMBER 2019
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
PSA AIRLINES
416
1
0.24
772
28
3.63
2
REPUBLIC AIRWAYS
640
3
0.47
1,245
19
1.53
3
ALLEGIANT AIR
195
1
0.51
1,524
4
0.26
4
ENVOY AIR
360
2
0.56
767
11
1.43
5
ENDEAVOR AIR
971
6
0.62
1,576
11
0.70
6
SKYWEST AIRLINES
1,521
10
0.66
3,559
37
1.04
7
DELTA AIR LINES
3,064
21
0.69
12,965
136
1.05
8
MESA AIRLINES
409
3
0.73
868
17
1.96
9
UNITED AIRLINES
2,337
21
0.90
6,797
112
1.65
10
FRONTIER AIRLINES
844
11
1.30
2,299
41
1.78
11
AMERICAN AIRLINES
2,641
37
1.40
9,033
174
1.93
12
ALASKA AIRLINES
485
7
1.44
2,101
32
1.52
13
SOUTHWEST AIRLINES
3,501
53
1.51
13,827
263
1.90
14
HAWAIIAN AIRLINES
178
3
1.69
602
8
1.33
15
JETBLUE AIRWAYS
730
17
2.33
3,148
51
1.62
16
SPIRIT AIRLINES
378
18
4.76
2,208
32
1.45
TOTAL
18,670
214
1.15
63,291
976
1.54
* All U.S. airlines with at least 0.5 percent of total domestic scheduled-service passenger revenues.
47
AIR TRAVEL CONSUMER REPORT
MISHANDLED WHEELCHAIRS AND SCOOTERS: RANKING OF U.S. REPORTING OPERATING CARRIERS (YTD)
RANK
CARRIER*
JANUARY - DECEMBER 2020
JANUARY - DECEMBER 2019
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
ALLEGIANT AIR
6,135
21
0.34
17,492
86
0.49
2
ENDEAVOR AIR
8,525
41
0.48
22,005
112
0.51
3
DELTA AIR LINES
51,979
343
0.66
152,965
1,387
0.91
4
REPUBLIC AIRWAYS
5,765
63
1.09
11,220
208
1.85
5
SKYWEST AIRLINES
17,587
203
1.15
46,249
416
0.90
6
UNITED AIRLINES
25,684
346
1.35
81,879
1,283
1.57
7
JETBLUE AIRWAYS
11,094
154
1.39
30,097
496
1.65
8
HAWAIIAN AIRLINES
2,239
32
1.43
5,950
98
1.65
9
MESA AIRLINES
4,656
67
1.44
7,924
171
2.16
10
FRONTIER AIRLINES
11,302
167
1.48
21,554
434
2.01
11
ALASKA AIRLINES
7,990
119
1.49
23,972
200
0.83
12
SOUTHWEST AIRLINES
50,874
770
1.51
136,411
2,467
1.81
13
PSA AIRLINES
4,323
69
1.60
5,339
190
3.56
14
AMERICAN AIRLINES
40,088
692
1.73
71,824
1,988
2.77
15
ENVOY AIR
4,522
79
1.75
5,974
193
3.23
16
SPIRIT AIRLINES
6,884
204
2.96
25,134
521
2.07
TOTAL
259,647
3,370
1.30
665,989
10,250
1.54
* All U.S. airlines with at least 0.5 percent of total domestic scheduled-service passenger revenues.
48
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.
49
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
VOLUNTARY
INVOLUNTARY
1
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
4
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
5
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
6
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
8
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
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 plus any branded codeshare partners.
50
AIR TRAVEL CONSUMER REPORT
PASSENGERS DENIED BOARDING BY REPORTING MARKETING U.S. AIRLINES (YTD)
RANK
CARRIER*
JANUARY - DECEMBER 2020
JANUARY - 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
VOLUNTARY
INVOLUNTARY
1
ALLEGIANT AIR
304
0
8,710,874
0.00
541
637
15,121,937
0.42
2
DELTA AIR LINES NETWORK
32,259
5
67,084,564
0.00
189,440
6
188,705,507
0.00
- DELTA AIR LINES
19,149
0
51,610,203
0.00
111,984
4
148,598,491
0.00
- BRANDED CODESHARE PARTNERS
13,110
5
15,474,361
0.00
77,456
2
40,107,016
0.00
3
JETBLUE AIRWAYS
350
2
11,882,413
0.00
2,784
54
38,177,205
0.01
4
HAWAIIAN AIRLINES NETWORK
191
1
3,218,086
0.00
271
0
11,077,699
0.00
- HAWAIIAN AIRLINES
177
1
3,151,945
0.00
246
0
10,861,548
0.00
- BRANDED CODESHARE PARTNERS
14
0
66,141
0.00
25
0
216,151
0.00
5
UNITED AIRLINES NETWORK
10,570
24
53,571,656
0.00
77,586
97
146,973,098
0.01
- UNITED AIR LINES
3,215
20
33,817,776
0.01
35,028
65
101,781,698
0.01
- BRANDED CODESHARE PARTNERS
7,355
4
19,753,880
0.00
42,558
32
45,191,400
0.01
6
SOUTHWEST AIRLINES
4,887
398
67,690,041
0.06
31,509
3,108
161,202,016
0.19
7
ALASKA AIRLINES NETWORK
2,107
125
17,424,782
0.07
15,030
865
45,674,792
0.19
8
- ALASKA AIRLINES
1,558
30
11,695,379
0.03
11,563
513
34,758,957
0.15
- BRANDED CODESHARE PARTNERS
549
95
5,729,403
0.17
3,467
352
10,915,835
0.32
SPIRIT AIRLINES
4,577
165
17,561,294
0.09
22,641
380
32,267,945
0.12
9
FRONTIER AIRLINES
1,074
256
10,503,520
0.24
3,139
831
21,752,607
0.38
10
AMERICAN AIRLINES NETWORK
21,051
2,820
90,269,920
0.31
163,628
14,890
199,113,396
0.75
- AMERICAN AIRLINES
10,264
1,216
61,210,427
0.20
111,160
7,983
140,895,239
0.57
- BRANDED CODESHARE PARTNERS
10,787
1,604
29,059,493
0.55
52,468
6,907
58,218,157
1.19
TOTAL
77,370
3,796
347,917,150
0.11
506,569
20,868
860,066,202
0.24
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 plus any branded codeshare partners.
51
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
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
52
AIR TRAVEL CONSUMER REPORT
PASSENGERS DENIED BOARDING BY REPORTING OPERATING U.S. AIRLINES (YTD)
RANK
AIRLINE*
JANUARY – DECEMBER 2020
JANUARY – 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
VOLUNTARY
INVOLUNTARY
1
DELTA AIR LINES
19,149
0
51,610,203
0.00
111,984
4
148,598,491
0.00
2
ALLEGIANT AIR
304
0
8,710,874
0.00
541
637
15,121,937
0.42
3
ENDEAVOR AIR
4,362
0
6,932,751
0.00
25,666
0
14,512,535
0.00
4
JETBLUE AIRWAYS
350
2
11,882,413
0.00
2,784
54
38,177,205
0.01
5
HAWAIIAN AIRLINES
177
1
3,151,945
0.00
246
0
10,861,548
0.00
6
UNITED AIRLINES
3,215
20
33,817,776
0.01
35,028
65
101,781,698
0.01
7
ALASKA AIRLINES
1,558
30
11,695,379
0.03
11,563
513
34,758,957
0.15
8
SOUTHWEST AIRLINES
4,887
398
67,690,041
0.06
31,509
3,108
161,202,016
0.19
9
MESA AIRLINES
1,453
45
6,378,067
0.07
9,989
989
14,005,526
0.71
10
SPIRIT AIRLINES
4,577
165
17,561,294
0.09
22,641
380
32,267,945
0.12
11
SKYWEST AIRLINES
12,244
285
19,771,133
0.14
52,709
765
39,576,519
0.19
12
AMERICAN AIRLINES
10,264
1,216
61,210,427
0.20
111,160
7,983
140,895,239
0.57
13
FRONTIER AIRLINES
1,074
256
10,503,520
0.24
3,139
831
21,752,607
0.38
14
REPUBLIC AIRWAYS
1,702
189
5,555,743
0.34
18,944
581
17,312,533
0.34
15
PSA AIRLINES
2,502
335
7,937,182
0.42
13,140
1,552
14,944,610
1.04
16
ENVOY AIR
3,240
469
7,868,919
0.60
13,959
2,132
14,454,239
1.47
TOTAL
71,058
3,411
332,277,667
0.10
465,002
19,594
820,223,605
0.24
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
53
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.
54
AIR TRAVEL CONSUMER REPORT
TABLE 1
CONSUMER COMPLAINTS
SUMMARY
DECEMBER 2020
DECEMBER 2019
COMPLAINTS
OPINIONS
COMPLIMENTS
INFO REQUESTS
COMPLAINTS
OPINIONS
COMPLIMENTS
INFO REQUESTS
U.S. AIRLINES
951
19
0
134
794
189
0
143
FOREIGN AIRLINES
2,171
5
0
90
408
9
1
55
TRAVEL AGENTS
703
0
0
32
36
2
0
14
TOUR OPERATORS
3
0
0
2
0
0
0
0
MISCELLANEOUS
18
34
0
56
8
31
0
66
INDUSTRY TOTALS
3,846
58
0
314
1,246
231
1
278
55
AIR TRAVEL CONSUMER REPORT
Table 2
COMPLAINT CATEGORIES*
DECEMBER 2020
DECEMBER 2019
COMPLAINT CATEGORY
RANKING
COMPLAINTS**
SUB-CATEGORY
RANKING
COMPLAINTS**
SUB-CATEGORY
ADVERTISING
0
0
11
7
REFUNDS
1
3,134
5
99
FARES
2
197
7
68
RESERVATIONS/TICKETING/BOARDING
3
171
4
149
FLIGHT PROBLEMS
4
95
1
293
CANCELLATION
46
87
DELAY
21
123
MISCONNECTION
13
44
CUSTOMER SERVICE
5
93
2
260
BAGGAGE
6
84
3
191
DISABILITY
7
43
6
88
OTHER
8
17
9
40
FREQUENT FLYER
10
19
OVERSALES
9
7
8
42
DISCRIMINATION
10
5
10
9
ANIMALS
12
0
12
0
COMPLAINT TOTAL
3,846
1,246
* A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS ATTACHED.
** INCLUDES FIGURES FOR SUB-CATEGORIES.
56
AIR TRAVEL CONSUMER REPORT
Table 3
COMPLAINTS AGAINST U.S. AIRLINES BY COMPLAINT CATEGORIES*
DECEMBER 2020
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
4
32
2
1
1
0
0
0
0
42
ALLEGIANT AIR
1
0
2
1
4
0
3
3
0
0
0
0
14
AMERICAN AIRLINES
14
0
14
10
119
13
16
7
0
1
0
0
194
DELTA AIR LINES
2
1
3
2
35
5
2
4
0
1
0
0
55
EASTERN
5
0
1
0
1
2
1
0
0
0
0
0
10
ENVOY AIR
1
0
2
0
7
1
2
1
0
0
0
0
13
FRONTIER AIRLINES
8
0
0
17
52
4
6
2
0
0
0
0
90
HAWAIIAN AIRLINES
0
0
1
1
9
0
2
0
0
0
0
0
13
JETBLUE AIRWAYS
6
0
3
4
33
2
10
5
0
0
0
0
63
PSA AIRLINES
1
0
0
1
4
0
1
1
0
0
0
0
8
REPUBLIC AIRWAYS
1
0
0
0
3
0
0
1
0
0
0
0
6
SKYWEST AIRLINES
2
0
0
0
6
0
0
2
0
0
0
0
10
SOUTHWEST AIRLINES
1
0
2
18
26
3
10
6
0
0
0
3
69
SPIRIT AIRLINES
11
2
5
10
67
5
8
4
0
0
0
0
112
SUN COUNTRY AIRLINES
0
0
1
4
12
2
1
0
0
0
0
1
21
UNITED AIRLINES
14
0
12
11
146
11
11
2
0
0
0
2
209
OTHER U.S. AIRLINES
3
0
0
1
11
1
2
1
0
1
0
3
23
TOTAL DECEMBER 2020
72
3
46
84
567
51
76
40
0
3
0
9
951
% of TOTAL COMPLAINTS
7.6
0.3
4.8
8.8
59.6
5.4
8.0
4.2
0
0.3
0
0.9
TOTAL DECEMBER 2019
222
22
66
31
26
92
221
75
4
7
0
28
794
% of TOTAL COMPLAINTS
28.0
2.8
8.3
3.9
3.3
11.6
27.8
9.4
0.5
0.9
0
3.5
* 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’.
57
AIR TRAVEL CONSUMER REPORT
Table 4
COMPLAINTS AGAINST U.S. AIRLINES BY INCIDENT DATE*
U.S. AIRLINES
ALPHABETICAL
COMPS
RECD
IN
DEC
INCI-
DENTS
IN
DEC
PERCENT
INCI-
DENTS
IN
NOV
PERCENT
INCI-
DENTS
IN ALL
PRIOR
MONTHS
PERCENT
UN-
KNOWN
INCI-
DENT
DATE
PERCENT
ALASKA AIRLINES
42
8
19.0
1
2.4
30
71.4
3
7.1
ALLEGIANT AIR
14
6
42.9
1
7.1
5
35.7
2
14.3
AMERICAN AIRLINES
194
75
38.7
14
7.2
87
44.8
18
9.3
DELTA AIR LINES
55
13
23.6
7
12.7
29
52.7
6
10.9
EASTERN
10
7
70.0
0
0.0
2
20.0
1
10.0
ENVOY AIR
14
9
64.3
2
14.3
2
14.3
1
7.1
FRONTIER AIRLINES
89
19
21.3
8
9.0
49
55.1
13
14.6
HAWAIIAN AIRLINES
13
4
30.8
2
15.4
6
46.2
1
7.7
JETBLUE AIRWAYS
63
28
44.4
4
6.3
25
39.7
6
9.5
PSA AIRLINES
8
6
75.0
1
12.5
0
0.0
1
12.5
SKYWEST AIRLINES
10
4
40.0
2
20.0
4
40.0
0
0.0
SOUTHWEST AIRLINES
69
27
39.1
2
2.9
25
36.2
15
21.7
SPIRIT AIRLINES
112
45
40.2
8
7.1
44
39.3
15
13.4
SUN COUNTRY AIRLINES
21
2
9.5
0
0.0
13
61.9
6
28.6
UNITED AIRLINES
209
49
23.4
15
7.2
119
56.9
26
12.4
REPUBLIC AIRWAYS
5
0
0.0
1
20.0
3
60.0
1
20.0
Other U.S. Airlines
23
9
39.1
2
8.7
8
34.8
4
17.4
Totals
951
311
32.7
70
7.4
451
47.4
119
12.5
Previous Year's Totals
794
412
51.9
125
15.7
214
27.0
43
5.4
* 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’.
58
AIR TRAVEL CONSUMER REPORT
Table 5
COMPANIES OTHER THAN U.S. AIRLINES* BY COMPLAINT CATEGORY** / DECEMBER 2020
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
1
2
21
0
0
0
0
0
0
0
24
AEROFLOT
0
0
1
0
27
0
0
0
0
0
0
0
28
AEROMEXICO
1
0
1
1
53
1
0
0
0
0
0
0
57
AIR ASIA
0
0
1
1
3
0
0
0
0
0
0
0
5
AIR CANADA
1
0
1
3
156
0
1
0
0
0
0
1
163
AIR CHINA
1
0
0
0
4
0
0
0
0
0
0
0
5
AIR EUROPA
0
0
0
0
17
0
0
0
0
0
0
0
17
AIR FRANCE
1
0
2
2
19
0
0
1
0
0
0
0
25
AIR INDIA
0
0
0
0
50
1
2
0
0
0
0
0
53
AIR TAHITI NUI
0
0
0
0
12
0
0
0
0
0
0
0
12
ALITALIA AIRLINES
0
0
0
0
16
0
0
0
0
0
0
0
16
ANA ALL NIPPON AIRWAYS
1
0
1
1
11
0
0
0
0
0
0
0
14
ASIANA AIRLINES
0
0
0
0
4
0
1
0
0
0
0
0
5
AUSTRIAN AIRLINES
0
0
1
0
11
1
0
0
0
0
0
0
13
AVIANCA
1
0
14
5
100
3
0
0
0
0
0
1
124
BAHAMASAIR
0
0
0
0
8
0
0
0
0
0
0
0
8
BRITISH AIRWAYS
1
0
5
1
39
0
0
0
0
0
0
0
46
BRUSSELS AIRLINES
0
0
1
0
7
0
0
0
0
0
0
0
8
CARIBBEAN AIRLINES
0
0
0
0
16
0
0
0
0
0
0
0
16
CATHAY PACIFIC AIRWAYS
0
0
0
1
6
0
0
0
0
0
0
0
7
CONDOR
1
0
0
0
8
0
0
0
0
0
0
0
9
COPA
2
1
7
1
62
0
1
0
0
0
0
0
74
EGYPTAIR
0
0
0
2
11
1
0
0
0
0
0
0
14
EL AL ISRAEL
0
0
0
0
68
0
0
0
0
0
0
0
68
EMIRATES AIRLINES
1
0
0
0
10
0
0
0
0
1
0
0
12
ETHIOPIAN AIRLINES
0
0
2
0
9
4
0
0
0
0
0
0
15
ETIHAD AIRWAYS
1
0
0
0
15
0
0
0
0
0
0
0
16
EVA AIRWAYS
0
0
0
1
6
0
1
0
0
0
0
0
8
FIJI AIRWAYS
0
0
0
0
24
0
0
0
0
0
0
0
24
FINNAIR
0
0
0
0
13
0
0
0
0
0
0
0
13
IBERIA AIRLINES
1
0
3
1
33
0
0
0
0
0
0
1
39
ICELANDAIR
0
0
0
1
12
0
0
0
0
0
0
0
13
INTERJET
0
0
8
22
90
0
0
0
0
0
0
0
120
JAPAN AIR LINES
0
0
1
0
4
0
0
0
0
0
0
0
5
KLM
1
0
2
0
18
1
0
1
0
0
0
0
23
KOREAN AIR LINES
0
0
1
1
11
0
0
0
0
0
0
0
13
LA COMPAGNIE
0
0
0
1
8
0
0
0
0
0
0
0
9
LATAM
1
2
4
4
33
0
0
0
0
0
0
0
44
LOT POLISH AIRLINES
0
0
0
0
12
0
0
0
0
0
0
0
12
LUFTHANSA
0
0
2
1
58
2
0
0
0
0
0
0
63
59
AIR TRAVEL CONSUMER REPORT
Table 5 (Cont’d)
COMPANIES OTHER THAN U.S. AIRLINES* BY COMPLAINT CATEGORY** / DECEMBER 2020
FLIGHT
PROBLEMS
OVER-
SALES
RES/TKT/
BOARDING
FARES
REFUNDS
BAGGAGE
CUSTOMER
SERVICE
DIS-
ABILITY
ADVERT-
ISING
DISCRIM-
INATION
ANIMALS
OTHER
TOTAL
NORWEGIAN AIR SHUTTLE
0
0
0
0
47
0
0
0
0
0
0
0
47
PHILIPPINE AIRLINES
0
0
2
1
87
0
1
0
0
0
0
0
91
QATAR AIRWAYS
2
0
11
2
24
0
3
0
0
1
0
0
43
ROYAL AIR MAROC
1
1
0
0
22
0
0
0
0
0
0
1
25
ROYAL JORDANIAN AIRLINES
0
0
0
0
15
2
1
0
0
0
0
1
19
RYANAIR
0
0
0
0
9
0
0
0
0
0
0
0
9
SAS
0
0
0
1
25
0
0
0
0
0
0
0
26
SATA INTERNACIONAL
0
0
0
0
5
0
0
0
0
0
0
0
5
SOUTH AFRICAN AIRWAYS
0
0
0
0
14
0
0
0
0
0
0
0
14
SWISS AIR
0
0
1
0
9
0
0
0
0
0
0
0
10
SWOOP
0
0
0
0
6
0
0
0
0
0
0
0
6
TAP
1
0
1
4
284
0
0
0
0
0
0
0
290
TURKISH AIRLINES
2
0
12
4
29
7
0
0
0
0
0
2
56
VIRGIN ATLANTIC AIRWAYS
1
0
1
0
11
0
0
0
0
0
0
0
13
VIRGIN AUSTRALIA
0
0
0
0
12
0
0
0
0
0
0
0
12
VIVAAEROBUS
0
0
4
2
5
4
0
0
0
0
0
0
15
VOLARIS AIRLINES
0
0
12
24
92
1
2
0
0
0
0
0
131
VUELING AIRLINES
0
0
0
0
6
0
0
0
0
0
0
0
6
WEST JET
0
0
0
0
26
0
0
1
0
0
0
0
27
OTHER FOREIGN AIRLINES
0
0
6
0
76
3
1
0
0
0
0
0
86
TOTALS
22
4
109
90
1,889
31
14
3
0
2
0
7
2,171
TRAVEL AGENTS
ASAPTICKETS.COM
0
0
0
1
30
0
1
0
0
0
0
0
32
CHASE TRAVEL
0
0
0
1
18
0
0
0
0
0
0
0
19
CHEAPOAIR.COM
0
0
2
2
53
0
0
0
0
0
0
0
57
EDREAMS.COM
0
0
1
0
7
0
0
0
0
0
0
0
8
EXPEDIA.COM
0
0
1
3
111
0
0
0
0
0
0
0
115
FAREBOOM.COM
0
0
0
1
4
0
0
0
0
0
0
0
5
FLIGHT NETWORK
0
0
0
0
19
0
0
0
0
0
0
0
19
FLIGHTHUB
0
0
0
0
5
0
0
0
0
0
0
0
5
GOTOGATE
1
0
0
0
28
0
0
0
0
0
0
0
29
HOP2
0
0
0
0
6
0
0
0
0
0
0
0
6
HOPPER.COM
0
0
0
1
14
0
0
0
0
0
0
0
15
JUSTFLY.COM
0
0
2
4
35
0
0
0
0
0
0
0
41
KISSANDFLY
0
0
0
0
9
0
0
0
0
0
0
0
9
KIWI.COM
0
0
0
0
89
0
0
0
0
0
0
0
89
MANGO TOURS
0
0
1
1
8
0
0
0
0
0
0
0
10
MYTRIP.COM
0
0
0
0
5
0
0
0
0
0
0
0
5
ORBITZ.COM
0
0
0
1
23
0
0
0
0
0
0
0
24
60
AIR TRAVEL CONSUMER REPORT
Table 5 (Cont’d)
COMPANIES OTHER THAN U.S. AIRLINES* BY COMPLAINT CATEGORY**
DECEMBER 2020
FLIGHT
PROBLEMS
OVER-
SALES
RES/TKT/
BOARDING
FARES
REFUNDS
BAGGAGE
CUSTOMER
SERVICE
DIS-
ABILITY
ADVERT-
ISING
DISCRIM-
INATION
ANIMALS
OTHER
TOTAL
OVAGO
0
0
0
1
16
0
0
0
0
0
0
0
17
PRICELINE.COM
0
0
1
0
26
0
1
0
0
0
0
0
28
SMARTFARES.COM
0
0
0
0
5
0
0
0
0
0
0
0
5
TRAVEL2BE
0
0
1
0
4
0
0
0
0
0
0
0
5
TRAVELGENIO
0
0
0
0
7
0
0
0
0
0
0
0
7
TRAVELOCITY.COM
0
0
0
1
12
0
0
0
0
0
0
0
13
VAYAMA
0
0
0
1
38
0
0
0
0
0
0
0
39
OTHER TRAVEL AGENTS
0
0
7
5
89
0
0
0
0
0
0
0
101
TOTALS
1
0
16
23
661
0
2
0
0
0
0
0
703
TOUR OPERATORS
OTHER TOUR OPERATORS
0
0
0
0
2
0
1
0
0
0
0
0
3
TOTALS
0
0
0
0
2
0
1
0
0
0
0
0
3
MISCELLAENOUS
OTHER TRAVEL INSURANCE
0
0
0
0
5
0
0
0
0
0
0
0
5
OTHER MISCELLANEOUS
0
0
0
0
10
2
0
0
0
0
0
1
13
TOTALS
0
0
0
0
15
2
0
0
0
0
0
1
18
* 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.
61
AIR TRAVEL CONSUMER REPORT
TABLE 6
CONSUMER COMPLAINTS: LIST OF U.S. MARKETING CARRIERS* (NON-RANKED, IN ALPHABETIC ORDER).
DECEMBER 2020
DECEMBER 2019
AIRLINE
COMPLAINTS
COMPLAINTS
ALASKA AIRLINES NETWORK
49
42
- ALASKA AIRLINES
42
40
- BRANDED CODESHARE PARTNERS
7
2
ALLEGIANT AIR
14
22
AMERICAN AIRLINES NETWORK
230
184
- AMERICAN AIRLINES
194
158
- BRANDED CODESHARE PARTNERS
36
26
DELTA AIR LINES NETWORK
61
113
- DELTA AIR LINES
55
102
- BRANDED CODESHARE PARTNERS
6
11
FRONTIER AIRLINES
89
53
HAWAIIAN AIRLINES NETWORK
13
5
- HAWAIIAN AIRLINES
13
5
- BRANDED CODESHARE PARTNERS
0
0
JETBLUE AIRWAYS
63
29
SOUTHWEST AIRLINES
69
38
SPIRIT AIRLINES
112
84
UNITED AIRLINES NETWORK
209
192
- UNITED AIRLINES
209
163
- BRANDED CODESHARE PARTNERS
0
29
TOTAL
909
762
* 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.
62
AIR TRAVEL CONSUMER REPORT
TABLE 6A
AIR TRAVEL CONSUMER REPORT/ CONSUMER COMPLAINTS: U.S. OPERATING CARRIERS*
DECEMBER 2020
DECEMBER 2019
RANK
AIRLINE
COMPLAINTS
SYSTEMWIDE
ENPLANEMENTS
COMPLAINTS
PER 100,000
ENPLANEMENTS
COMPLAINTS
SYSTEMWIDE
ENPLANEMENTS
COMPLAINTS
PER 100,000
ENPLANEMENTS
1
ENDEAVOR AIR
3
688,491
0.44
4
1,392,510
0.29
2
MESA AIRLINES
3
644,480
0.47
8
1,283,881
0.62
3
REPUBLIC AIRWAYS
5
893,930
0.56
4
1,701,591
0.24
4
SKYWEST AIRLINES
10
1,747,086
0.57
19
3,678,280
0.52
5
PSA AIRLINES
8
672,508
1.19
1
1,320,027
0.08
6
SOUTHWEST AIRLINES
69
5,685,793
1.21
38
14,141,163
0.27
7
DELTA AIR LINES
55
4,082,914
1.35
102
13,358,126
0.76
8
ENVOY AIR
14
743,721
1.88
12
1,304,534
0.92
9
ALLEGIANT AIR
14
685,825
2.04
22
1,328,793
1.66
10
AMERICAN AIRLINES
194
5,084,216
3.82
158
13,403,138
1.18
11
JETBLUE AIRWAYS
63
1,318,717
4.78
29
3,635,582
0.80
12
ALASKA AIRLINES
42
819,456
5.13
40
3,071,384
1.30
13
SPIRIT AIRLINES
112
1,896,164
5.91
84
2,993,308
2.81
14
UNITED AIRLINES
209
3,397,419
6.15
163
9,868,435
1.65
15
HAWAIIAN AIRLINES
13
204,541
6.36
5
986,628
0.51
16
FRONTIER AIRLINES
89
936,569
9.50
53
2,085,813
2.54
TOTAL
903
29,501,830
3.06
742
75,553,193
0.98
* 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.
63
AIR TRAVEL CONSUMER REPORT
TABLE 1 (YTD)
CONSUMER COMPLAINTS
SUMMARY
JANUARY - DECEMBER 2020
JANUARY - DECEMBER 2019
COMPLAINTS
OPINIONS
COMPLIMENTS
INFO REQUESTS
COMPLAINTS
OPINIONS
COMPLIMENTS
INFO REQUESTS
U.S. AIRLINES
35,873
395
3
3,220
9,551
535
8
1,494
FOREIGN AIRLINES
51,756
53
2
2,051
5,159
44
2
877
TRAVEL AGENTS
14,604
4
0
544
439
14
0
128
TOUR OPERATORS
82
0
0
6
1
0
0
2
MISCELLANEOUS
235
180
0
779
192
236
0
797
INDUSTRY TOTALS
102,550
632
5
6,600
15,342
829
10
3,298
64
AIR TRAVEL CONSUMER REPORT
Table 2 (YTD)
COMPLAINT CATEGORIES*
JANUARY - DECEMBER 2020
JANUARY - DECEMBER 2019
COMPLAINT CATEGORY
RANKING
COMPLAINTS**
SUB-CATEGORY
RANKING
COMPLAINTS**
SUB-CATEGORY
REFUNDS
1
89,518
5
1,574
RESERVATIONS/TICKETING/BOARDING
2
4,449
3
1,824
FARES
3
3,300
6
1,033
FLIGHT PROBLEMS
4
1,499
1
4,757
CANCELLATION
744
1,911
DELAY
348
1,582
MISCONNECTION
182
706
CUSTOMER SERVICE
5
1,483
4
1,705
BAGGAGE
6
1,046
2
2,565
DISABILITY
7
528
7
905
OTHER
8
521
8
433
FREQUENT FLYER
390
169
OVERSALES
9
132
9
376
DISCRIMINATION
10
48
10
107
ADVERTISING
11
25
11
61
ANIMALS
12
1
12
2
COMPLAINT TOTAL
102,550
15,342
* A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS ATTACHED.
** INCLUDES FIGURES FOR SUB-CATEGORIES.
65
AIR TRAVEL CONSUMER REPORT
Table 3 (YTD)
COMPLAINTS AGAINST U.S. AIRLINES BY COMPLAINT CATEGORIES*
JANUARY - DECEMBER 2020
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
20
1
20
32
969
23
23
27
1
0
0
5
1,121
ALLEGIANT AIR
29
1
42
25
399
5
38
34
1
0
0
2
576
AMERICAN AIRLINES
241
26
154
232
4,442
124
312
104
1
8
0
305
5,949
BOUTIQUE AIR
5
0
0
0
7
1
2
0
0
0
0
0
15
DELTA AIR LINES
81
7
127
90
3,334
63
74
48
2
3
0
11
3,840
EASTERN
6
0
1
3
9
7
5
0
0
0
0
0
31
ENDEAVOR AIR
6
1
2
3
84
3
4
0
0
0
0
0
103
ENVOY AIR
22
1
6
1
8
1
10
1
0
2
0
0
52
FRONTIER AIRLINES
76
5
178
743
4,329
52
95
23
6
3
0
13
5,523
HAWAIIAN AIRLINES
8
1
23
34
1,154
0
11
6
0
2
0
1
1,240
HORIZON AIRLINES
3
0
1
0
40
0
6
3
0
1
0
0
54
JETBLUE AIRWAYS
59
1
28
46
1,349
23
64
33
1
3
0
8
1,615
MESA AIRLINES
10
0
0
0
3
1
2
0
0
0
0
0
16
PIEDMONT AIRLINES
4
2
0
0
3
0
4
1
0
0
0
0
14
PSA AIRLINES
18
2
2
1
9
1
12
4
0
1
0
0
50
REPUBLIC AIRWAYS
5
0
0
1
50
0
1
4
0
1
0
0
62
SILVER AIRWAYS
7
4
4
2
116
0
1
0
0
1
0
0
135
SKYWEST AIRLINES
29
0
5
2
107
2
7
6
0
1
0
1
160
SOUTHWEST AIRLINES
28
0
21
129
1,447
33
64
58
0
1
0
8
1,789
SPIRIT AIRLINES
83
17
89
116
1,232
46
122
32
4
4
0
13
1,758
SUN COUNTRY AIRLINES
6
0
3
22
311
12
14
3
0
0
0
3
374
UNITED AIRLINES
190
16
149
251
10,229
112
222
77
1
3
0
24
11,274
VIAAIR
2
0
0
0
21
0
0
0
0
0
0
0
23
OTHER U.S. AIRLINES
18
0
1
4
35
3
2
0
0
0
0
36
98
TOTAL JAN - DECEMBER 2020
956
85
856
1,737
29,687
512
1,095
464
17
34
0
430
35,873
% of TOTAL COMPLAINTS
2.7
0.2
2.4
4.8
82.8
1.4
3.1
1.3
0.0
0.1
0
1.2
TOTAL JAN - DECEMBER 2019
3,822
218
894
489
628
1,146
1,203
773
36
96
1
245
9,551
% of TOTAL COMPLAINTS
40.0
2.3
9.4
5.1
6.6
12.0
12.6
8.1
0.4
1.0
0.0
2.6
* A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS THIS SECTION.
** AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED TEN (10) 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’.
66
AIR TRAVEL CONSUMER REPORT
Table 4 (YTD)
COMPLAINTS AGAINST COMPANIES OTHER THAN U.S. AIRLINES BY COMPLAINT CATEGORY** / JANUARY - DECEMBER 2020
FLIGHT
PROBLEMS
OVER-
SALES
RES/TKT/
BOARDING
FARES
REFUNDS
BAGGAGE
CUSTOMER
SERVICE
DIS-
ABILITY
ADVERT-
ISING
DISCRIM-
INATION
ANIMALS
OTHER
TOTAL
FOREIGN AIRLINES
AEGEAN AIRLINES
1
1
5
3
75
1
0
0
0
0
0
0
86
AER LINGUS
9
0
10
23
595
5
0
0
0
0
0
0
642
AEROFLOT
5
0
11
2
528
7
2
2
0
1
0
0
558
AEROLINEAS ARGENTINAS
0
0
6
1
35
1
0
0
0
0
0
0
43
AEROMEXICO
12
2
49
36
1,505
10
10
2
0
0
0
0
1,626
AIR ASIA
1
0
7
1
97
2
0
1
0
0
0
0
109
AIR CANADA
32
2
69
93
5,784
12
14
5
1
1
0
6
6,019
AIR CHINA
3
0
7
2
54
10
0
0
0
0
0
0
76
AIR EUROPA
1
0
6
1
241
0
1
0
0
0
0
1
251
AIR FRANCE
38
3
37
37
945
23
11
5
0
1
0
0
1,100
AIR INDIA
4
0
20
25
698
9
9
2
1
0
0
1
769
AIR ITALY
1
0
0
0
34
1
0
0
0
0
0
0
36
AIR NEW ZEALAND
3
0
1
5
266
0
0
0
0
1
0
0
276
AIR SERBIA
1
0
2
3
58
3
1
0
0
1
0
0
69
AIR TAHITI NUI
1
0
2
2
304
2
0
0
0
0
0
0
311
AIR TRANSAT
0
0
0
0
148
0
1
0
0
0
0
0
149
ALITALIA AIRLINES
6
1
15
2
473
4
4
0
0
0
0
0
505
ANA ALL NIPPON AIRWAYS
3
0
11
7
114
3
2
0
0
0
0
3
143
ASIANA AIRLINES
0
0
4
3
125
2
1
1
0
0
0
1
137
AUSTRIAN AIRLINES
0
0
8
0
180
4
1
1
0
0
0
0
194
AVIANCA
10
2
60
28
1,469
16
5
1
0
0
0
5
1,596
AZERBAIJAN AIRLINES
0
0
2
0
37
1
0
0
0
0
0
0
40
AZUL BRAZILIAN AIRLINES
2
0
0
2
48
4
1
0
0
0
0
0
57
BAHAMASAIR
0
0
2
1
37
1
0
0
0
0
0
0
41
BRITISH AIRWAYS
11
0
37
34
1,177
15
11
1
0
1
0
3
1,290
BRUSSELS AIRLINES
1
0
3
1
109
4
1
0
0
0
0
0
119
CABO VERDE AIRLINES
14
0
2
1
15
1
0
0
0
0
0
0
33
CARIBBEAN AIRLINES
2
0
2
1
163
0
1
1
0
0
0
0
170
CATHAY PACIFIC AIRWAYS
3
0
5
13
106
4
0
1
0
0
0
0
132
CAYMAN AIRWAYS
0
0
1
0
9
0
0
0
0
0
0
0
10
CHINA AIRLINES
2
0
3
9
42
2
0
0
0
0
0
0
58
CHINA EASTERN AIRLINES
3
0
3
2
51
1
2
0
0
0
0
0
62
CHINA SOUTHERN AIRLINES
4
1
3
1
26
3
0
0
0
0
0
0
38
CONDOR
3
0
15
2
350
5
1
0
0
0
0
0
376
COPA
16
3
35
13
678
3
1
1
1
0
0
0
751
CORSAIR
0
0
2
0
104
0
1
0
0
0
0
0
107
CZECH AIRLINES
0
0
0
0
19
0
0
0
0
0
0
0
19
EASY JET
1
0
4
0
68
0
0
0
0
0
0
0
73
EGYPTAIR
2
0
5
5
116
9
2
0
0
1
0
0
140
EL AL ISRAEL
40
1
43
5
2,245
6
2
0
0
1
0
0
2,343
67
AIR TRAVEL CONSUMER REPORT
Table 4 (YTD)
COMPLAINTS AGAINST COMPANIES OTHER THAN U.S. AIRLINES BY COMPLAINT CATEGORY** / JANUARY - DECEMBER 2020
FLIGHT
PROBLEMS
OVER-
SALES
RES/TKT/
BOARDING
FARES
REFUNDS
BAGGAGE
CUSTOMER
SERVICE
DIS-
ABILITY
ADVERT-
ISING
DISCRIM-
INATION
ANIMALS
OTHER
TOTAL
EMIRATES AIRLINES
12
0
23
24
543
14
7
1
0
1
0
3
628
ETHIOPIAN AIRLINES
5
0
24
7
265
31
5
1
0
0
0
2
340
ETIHAD AIRWAYS
4
2
17
17
247
4
3
0
0
0
0
2
296
EUROWINGS
0
0
0
1
49
2
0
0
0
0
0
1
53
EVA AIRWAYS
3
1
7
7
144
1
5
0
0
0
0
0
168
FIJI AIRWAYS
2
0
7
3
308
1
1
0
0
0
0
0
322
FINNAIR
2
0
0
2
173
3
0
0
0
0
0
0
180
FRENCH BEE
0
0
2
0
195
0
0
0
0
0
0
0
197
GOL AIRLINES
2
0
4
2
24
1
1
0
0
0
0
0
34
HAINAN
0
0
1
1
19
1
1
0
0
0
0
0
23
IBERIA AIRLINES
4
1
31
22
976
12
8
3
0
0
0
1
1,058
ICELANDAIR
2
0
14
26
935
1
3
1
0
0
0
0
982
INTERJET
12
1
55
40
1,254
14
7
1
0
0
0
0
1,384
JAPAN AIR LINES
0
0
3
2
83
1
1
1
0
0
0
0
91
JETSTAR AIRWAYS
0
0
0
0
29
0
0
0
0
0
0
0
29
KENYA AIRWAYS
1
0
1
1
184
3
1
0
0
0
0
1
192
KLM
4
0
21
16
902
10
3
1
0
0
0
1
958
KOREAN AIR LINES
3
0
7
10
141
3
2
0
0
0
0
0
166
KUWAIT AIRWAYS
2
0
2
1
21
9
2
2
0
0
0
0
39
LA COMPAGNIE
0
0
2
1
104
0
0
0
0
0
0
0
107
LATAM
16
2
39
27
698
10
6
2
0
0
0
1
801
LEVEL
2
1
9
1
202
3
1
0
0
0
0
0
219
LOT POLISH AIRLINES
13
0
7
6
421
7
0
0
0
0
0
0
454
LUFTHANSA
16
1
63
50
2,122
27
18
4
0
0
1
1
2,303
MALAYSIA AIRLINES
0
1
2
0
16
0
0
0
0
0
0
0
19
NORWEGIAN AIR SHUTTLE
14
1
40
36
1,348
4
3
3
0
0
0
1
1,450
OLYMPIC AIRWAYS
0
0
0
0
12
0
0
0
0
0
0
0
12
PHILIPPINE AIRLINES
8
1
37
22
575
3
5
1
1
0
0
0
653
PORTER AIRLINES
1
0
1
1
63
0
0
0
0
0
0
0
66
QANTAS AIRWAYS
1
0
6
6
112
3
4
0
0
0
0
0
132
QATAR AIRWAYS
7
1
42
24
396
14
11
4
0
2
0
2
503
ROYAL AIR MAROC
9
1
21
7
628
31
2
0
0
0
0
1
700
ROYAL JORDANIAN AIRLINES
1
1
2
0
285
8
2
0
0
0
0
1
300
RYANAIR
1
0
3
4
81
0
0
0
0
0
0
0
89
SAS
1
0
3
10
688
3
1
0
0
0
0
1
707
SATA
3
0
0
1
222
0
0
0
0
0
0
0
226
SAUDI ARABIAN AIRLINES
2
0
6
1
31
7
0
0
0
0
0
1
48
SINGAPORE AIRLINES
3
0
7
15
296
1
1
0
0
0
0
0
323
SOUTH AFRICAN AIRWAYS
2
1
11
2
313
3
0
1
0
0
0
1
334
SRILANKAN AIRLINES
0
0
1
0
10
0
0
0
0
0
0
0
11
68
AIR TRAVEL CONSUMER REPORT
Table 4 (YTD) (Cont’d)
COMPLAINTS AGAINST COMPANIES OTHER THAN U.S. AIRLINES BY COMPLAINT CATEGORY** / JANUARY - DECEMBER 2020
FLIGHT
PROBLEMS
OVER-
SALES
RES/TKT/
BOARDING
FARES
REFUNDS
BAGGAGE
CUSTOMER
SERVICE
DIS-
ABILITY
ADVERT-
ISING
DISCRIM-
INATION
ANIMALS
OTHER
TOTAL
SUNWING AIRLINES
0
0
0
0
47
0
0
0
0
0
0
0
47
SWISS AIR
5
1
12
9
434
6
2
3
0
1
0
0
473
SWOOP
0
0
3
1
262
0
0
0
0
0
0
0
266
TAME
1
0
1
1
16
1
0
0
0
0
0
0
20
TAP
33
0
68
35
5,007
13
7
0
0
0
0
0
5,163
THAI AIRWAYS INTERNATIONAL
0
0
1
0
22
0
0
0
0
0
0
0
23
TURKISH AIRLINES
14
1
78
27
832
46
19
2
0
2
0
5
1,026
UKRAINE INTERNATIONAL AIRLINES
2
2
3
1
107
6
0
0
0
0
0
0
121
VIETNAM AIRLINES
0
0
1
0
16
0
1
0
0
0
0
1
19
VIRGIN ATLANTIC AIRWAYS
4
0
10
4
716
1
1
2
0
0
0
1
739
VIRGIN AUSTRALIA
0
0
4
4
181
3
1
0
0
0
0
1
194
VIVA AIR
1
0
1
1
54
0
0
0
0
0
0
0
57
VIVAAEROBUS
0
1
23
12
86
10
4
1
0
0
0
0
137
VOLARIS AIRLINES
49
9
1,957
282
2,146
16
96
4
0
0
0
1
4,560
VUELING AIRLINES
0
0
5
0
106
3
0
0
0
0
0
0
114
WEST JET
5
0
3
3
1,263
1
4
2
0
0
0
0
1,281
XIAMEN AIRLINES
0
0
2
0
21
1
0
0
0
0
0
0
24
OTHER FOREIGN AIRLINES
7
1
16
1
297
11
8
0
0
0
0
0
341
TOTALS
514
47
3,206
1,141
45,856
527
332
64
4
14
1
50
51,756
TRAVEL AGENTS
AIRFAREEXPERTS.COM
0
0
0
1
26
0
0
0
0
0
0
0
27
AIRTKT.COM
0
0
4
3
36
0
1
0
0
0
0
0
44
AMERICAN EXPRESS TRAVEL
0
0
1
3
136
0
0
0
0
0
0
0
140
ASAPTICKETS.COM
1
0
10
27
482
0
4
0
0
0
0
0
524
AVANTI DESTINATIONS
0
0
0
1
16
0
0
0
0
0
0
0
17
BOOKIT.COM
0
0
0
0
18
0
0
0
0
0
0
0
18
CAPITAL ONE TRAVEL
0
0
0
0
36
0
0
0
0
0
0
0
36
CENTRAV
0
0
0
1
9
0
0
0
0
0
0
0
10
CHASE TRAVEL
1
0
6
6
584
0
1
0
0
0
0
0
598
CHEAP TICKETS
0
0
5
2
82
0
0
0
1
0
0
0
90
CHEAPCARIBBEAN.COM
0
0
1
0
34
0
0
0
0
0
0
0
35
CHEAPFAREGURU.COM
0
0
1
2
26
0
0
0
0
0
0
0
29
CHEAPOAIR.COM
1
0
72
51
1,285
0
11
0
0
0
0
0
1,420
COSTCO TRAVEL
0
0
0
5
48
0
0
0
0
0
0
0
53
EDREAMS.COM
0
0
5
1
69
0
0
0
0
0
0
0
75
EXPEDIA.COM
1
0
57
44
3,078
0
4
0
0
0
0
0
3,184
EXPLORETRIP.COM
0
0
2
1
68
0
0
0
0
0
0
0
71
FAREBOOM.COM
0
0
3
2
87
0
0
0
0
0
0
0
92
FARESCAN.COM
0
0
1
6
101
0
0
0
1
0
0
0
109
69
AIR TRAVEL CONSUMER REPORT
Table 4 (YTD) (Cont’d)
COMPLAINTS AGAINST COMPANIES OTHER THAN U.S. AIRLINES BY COMPLAINT CATEGORY** / JANUARY - DECEMBER 2020
FLIGHT
PROBLEMS
OVER-
SALES
RES/TKT/
BOARDING
FARES
REFUNDS
BAGGAGE
CUSTOMER
SERVICE
DIS-
ABILITY
ADVERT-
ISING
DISCRIM-
INATION
ANIMALS
OTHER
TOTAL
FLIGHT NETWORK
1
0
3
1
176
0
0
0
0
0
0
0
181
FLIGHTGURU
0
0
0
0
23
0
0
0
0
0
0
0
23
FLIGHTHUB
1
0
2
3
105
0
0
0
0
0
0
0
111
FLYUS.COM
0
0
1
1
57
0
0
0
0
0
0
0
59
GATE 1 TRAVEL
0
0
0
2
74
0
0
0
0
0
0
0
76
GOTOGATE
1
0
3
5
310
0
0
0
0
0
0
0
319
HOP2
0
0
1
13
94
0
0
0
0
0
0
0
108
HOPPER.COM
0
0
15
1
267
0
0
0
0
0
0
0
283
HOTWIRE.COM
0
0
2
0
37
0
0
0
0
0
0
0
39
INDIAN EAGLE
0
0
0
4
22
0
0
0
0
0
0
0
26
JUSTAIRTICKET.COM
0
0
0
2
23
0
0
0
0
0
0
0
25
JUSTFLY.COM
2
0
35
60
930
0
0
0
0
0
0
0
1,027
KISSANDFLY
0
0
2
2
55
0
0
0
0
0
0
0
59
KIWI.COM
1
0
8
10
390
0
0
0
0
0
0
0
409
LASTMINUTEFAREDEAL
0
0
0
0
14
0
0
0
0
0
0
0
14
LBF TRAVEL.COM
0
0
0
1
8
0
1
0
0
0
0
0
10
MAKEMYTRIP.COM
0
0
1
1
13
0
0
0
0
0
0
0
15
MANGO TOURS
0
0
4
3
49
0
0
0
0
0
0
1
57
MYFLIGHTSEARCH.COM
1
0
3
2
29
0
0
0
0
0
0
0
35
MYTRIP.COM
0
0
2
0
75
0
0
0
0
0
0
0
77
ONETRAVEL
0
0
2
7
84
0
0
0
0
0
0
0
93
ORBITZ.COM
2
0
16
5
855
0
3
0
0
0
0
0
881
OVAGO
0
0
10
69
535
0
1
0
0
0
0
0
615
PRICELINE.COM
1
0
8
8
470
0
2
0
0
0
0
2
491
SKYBOOKER
0
0
0
5
46
0
0
0
0
0
0
0
51
SKYLUX TRAVEL
0
0
1
0
61
0
0
0
0
0
0
0
62
SMARTFARES.COM
1
0
1
2
97
0
1
0
0
0
0
0
102
SOUTHWEST VACATIONS
0
0
0
1
40
0
0
0
0
0
0
0
41
STA TRAVEL
0
0
1
1
17
0
0
0
0
0
0
0
19
STUDENTUNIVERSE
0
0
1
0
77
0
0
0
0
0
0
0
78
TRAVEL2BE
0
0
1
0
28
0
0
0
0
0
0
0
29
TRAVELER HELP DESK
0
0
3
0
33
0
0
0
0
0
0
0
36
TRAVELGENIO
0
0
5
2
68
0
0
0
0
0
0
0
75
TRAVELMERRY
0
0
0
1
23
0
0
0
0
0
0
0
24
TRAVELOCITY.COM
0
0
14
5
562
0
3
0
0
0
0
0
584
TRAVELPOD
0
0
0
1
15
0
0
0
0
0
0
0
16
TRIP.COM
1
0
0
1
72
0
0
0
0
0
0
0
74
TRIPMASTERS
0
0
0
0
71
0
0
0
0
0
0
0
71
UNITED VACATIONS
0
0
0
2
11
0
0
0
0
0
0
0
13
VAYAMA
0
0
50
8
738
0
4
0
0
0
0
0
800
70
AIR TRAVEL CONSUMER REPORT
Table 4 (YTD) (Cont’d)
COMPLAINTS AGAINST COMPANIES OTHER THAN U.S. AIRLINES BY COMPLAINT CATEGORY** / JANUARY - DECEMBER 2020
FLIGHT
PROBLEMS
OVER-
SALES
RES/TKT/
BOARDING
FARES
REFUNDS
BAGGAGE
CUSTOMER
SERVICE
DIS-
ABILITY
ADVERT-
ISING
DISCRIM-
INATION
ANIMALS
OTHER
TOTAL
WOWFARE
0
0
0
0
57
0
0
0
0
0
0
0
57
OTHER TRAVEL AGENTS
1
0
16
33
810
0
2
0
2
0
0
3
867
TOTALS
17
0
379
418
13,742
0
38
0
4
0
0
6
14,604
TOUR OPERATORS
APPLE VACATIONS
0
0
1
1
14
0
0
0
0
0
0
0
16
DELTA DREAM VACATIONS
0
0
1
0
26
0
0
0
0
0
0
0
27
FUN JET INCORPORATED
0
0
0
0
24
0
0
0
0
0
0
0
24
OTHER TOUR OPERATORS
0
0
0
0
14
0
1
0
0
0
0
0
15
TOTALS
0
0
2
1
78
0
1
0
0
0
0
0
82
MISCELLAENOUS
FAA
5
0
1
0
0
0
7
0
0
0
0
12
25
OTHER TRAVEL INSURANCE
1
0
0
0
37
0
1
0
0
0
0
1
40
TSA
0
0
0
0
0
4
3
0
0
0
0
5
12
OTHER MISCELLANEOUS
6
0
5
3
118
3
6
0
0
0
0
17
158
TOTALS
12
0
6
3
155
7
17
0
0
0
0
35
235
* COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED TEN (10) 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.
71
AIR TRAVEL CONSUMER REPORT
TABLE 5 (YTD)
CONSUMER COMPLAINTS: LIST OF U.S. MARKETING CARRIERS* (NON-RANKED, IN ALPHABETIC ORDER)
JANUARY - DECEMBER 2020
JANUARY - DECEMBER 2019
AIRLINE
COMPLAINTS
COMPLAINTS
ALASKA AIRLINES NETWORK
1,214
239
- ALASKA AIRLINES
1,121
212
- BRANDED CODESHARE PARTNERS
93
27
ALLEGIANT AIRLINES
576
234
AMERICAN AIRLINES NETWORK
6,093
3,016
- AMERICAN AIRLINES
5,949
2,554
- BRANDED CODESHARE PARTNERS
144
462
DELTA NETWORK
4,064
963
- DELTA AIR LINES
3,840
826
- BRANDED CODESHARE PARTNERS
224
137
FRONTIER AIRLINES
5,523
582
HAWAIIAN AIRLINES NETWORK
1,240
85
- HAWAIIAN AIRLINES
1,240
85
- BRANDED CODESHARE PARTNERS
0
0
JETBLUE AIRWAYS
1,615
413
SOUTHWEST AIRLINES
1,789
535
SPIRIT AIRLINES
1,758
964
UNITED AIRLINES NETWORK
11,307
1,944
- UNITED AIRLINES
11,274
1,644
- BRANDED CODESHARE PARTNERS
33
300
TOTAL
35,179
8,975
* 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.
72
AIR TRAVEL CONSUMER REPORT
TABLE 5A (YTD)
CONSUMER COMPLAINTS: U.S. OPERATING CARRIERS*
JANUARY - DECEMBER 2020
JANUARY - DECEMBER 2019
RANK
AIRLINE
COMPLAINTS
SYSTEMWIDE
ENPLANEMENTS
COMPLAINTS
PER 100,000
ENPLANEMENTS
COMPLAINTS
SYSTEMWIDE
ENPLANEMENTS
COMPLAINTS
PER 100,000
ENPLANEMENTS
1
MESA AIRLINES
16
6,822,198
0.23
118
15,049,426
0.78
2
PSA AIRLINES
50
8,002,161
0.62
83
15,092,232
1.09
3
ENVOY AIR
52
8,125,063
0.64
164
15,047,722
0.55
4
REPUBLIC AIRWAYS
62
8,773,761
0.71
73
18,844,915
0.39
5
SKYWEST AIRLINES
160
20,315,199
0.79
179
42,328,839
0.42
6
ENDEAVOR AIR
103
7,061,691
1.46
57
15,127,656
0.38
7
SOUTHWEST AIRLINES
1,789
67,792,295
2.64
535
162,708,552
0.33
8
ALLEGIANT AIR
576
9,085,711
6.34
234
15,121,937
1.55
9
DELTA AIR LINES
3,840
55,199,414
6.96
826
162,708,455
0.51
10
AMERICAN AIRLINES
5,949
65,755,712
9.05
2,554
155,821,230
0.60
11
ALASKA AIRLINES
1,121
12,280,440
9.13
212
35,529,908
1.64
12
SPIRIT AIRLINES
1,758
18,310,615
9.60
964
33,868,007
2.85
13
JETBLUE AIRWAYS
1,615
14,307,710
11.29
413
42,837,163
0.96
14
UNITED AIRLINES
11,274
37,924,200
29.73
1,644
116,372,380
1.41
15
HAWAIIAN AIRLINES
1,240
3,295,076
37.63
85
11,530,675
0.74
16
FRONTIER AIRLINES
5,523
11,203,318
49.30
582
22,593,694
2.58
TOTAL
35,128
354,254,564
9.92
8,723
880,582,791
0.99
* 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.
73
AIR TRAVEL CONSUMER REPORT
Civil Rights Complaints by Air Travelers (Other Than Disability) for December 2020
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
1
DELTA AIR LINES
1
EMIRATES AIRLINES
1
HORIZON AIR
1
QATAR AIRWAYS
1
TOTAL
3
2
74
AIR TRAVEL CONSUMER REPORT
Civil Rights Complaints by Air Travelers (Other Than Disability) for January - December 2020
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 OACP categorizes each complaint based on the primary ground of the alleged discrimination.
Race
Ancestry/
Ethnicity
National
Origin
Color
Religion
Sex
Other
AEROFLOT
1
AIR CANADA
1
AIR FRANCE
1
AIR NEW ZEALAND
1
AIR SERBIA
1
AMERICAN AIRLINES
5
1
2
BRITISH AIRWAYS
1
DELTA AIR LINES
2
1
EGYPT AIR
1
EL AL ISRAEL
1
EMIRATES
1
ENVOY AIR
2
FRONTIER AIRLINES
2
1
HAWAIIAN AIRLINES
1
1
HORIZON AIR
1
JETBLUE AIRWAYS
3
PSA AIRLINES
1
QATAR AIRWAYS
1
1
REPUBLIC AIRLINES
1
SILVER AIRWAYS
1
SKYWEST
1
SOUTHWEST AIRLINES
1
SPIRIT AIRLINES
4
SWISS AIR
1
TURKISH AIRLINES
2
UNITED AIRLINES
2
1
TOTAL
33
1
8
4
2
75
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.
76
AIR TRAVEL CONSUMER REPORT
December 2020 Airline Reports to DOT of Incidents Involving the Loss, Injury or Death of Animals During Air Transportation
14 CFR Part 235 of DOT regulations require U.S. carriers that operate at least one aircraft that has a designed seating
capacity of 60 or more seats to report to DOT on any incidents involving the loss, injury or death of an animal in its
scheduled domestic or international passenger transportation. An "animal" for this purpose is (1) any animal which at the
time of the transportation was being kept as a pet in a family household in the United States or (2) any dog or cat which
was shipped as part of a commercial shipment on a scheduled passenger flight, including shipments by trainers and
breeders.
An airline is required to submit a report for any month in which it experienced such a loss, injury or death during air
transportation. DOT publishes these reports monthly and also forwards the reports to the U.S. Department of Agriculture,
which enforces the Animal Welfare Act. The copies of the reports that appear on this website are redacted to remove
identifying information about individuals, including the owner of the animal.
A statistical summary of the reports appears in the table below. To see the redacted version of the actual reports filed by
these airlines, click the airline's name.
Carrier
Death
Injury
Loss
AMERICAN AIRLINES
1
0
0
TOTALS:
1
0
0
77
Airline Reports to DOT of Incidents Involving the Loss, Injury or Death of Animals During Air Transportation
Annual Report of 2020 Incidents
The monthly reports on the previous page are required only during a month in which a carrier has a reportable incident. In addition,
U.S. carriers that operate at least one aircraft that has a designed seating capacity of 60 or more seats, are required to report the
total number of reportable animal incidents for the entire calendar year and the total number of animals transported in the calendar
year. This report must be filed with DOT within 15 days after the end of that year. This annual report is required even if a carrier
had no reportable incidents during the year. Click the carrier’s name to see the redacted version of the actual incident reports filed
by these airlines.
Carrier*
Death
Injury
Loss
Total
Transported
Incidents per
10,000 animals
transported
ALASKA AIRLINES
0
0
0
107,042
0.00
HORIZON AIR
0
0
0
38,813
0.00
SKYWEST AIRLINES
0
0
0
16,805
0.00
ENVOY AIR
0
0
0
13,885
0.00
REPUBLIC AIRLINES
0
0
0
4,829
0.00
PSA AIRLINES
0
0
0
4,748
0.00
MESA AIRLINES
0
0
0
3,101
0.00
ENDEAVOR AIR
0
0
0
1,872
0.00
GOJET AIRLINES
0
0
0
617
0.00
COMMUTAIR
0
0
0
232
0.00
AMERICAN AIRLINES
2
3
0
80,817
0.62
UNITED AIRLINES
1
0
0
10,152
0.99
DELTA AIR LINES
2
0
0
18,934
1.06
HAWAIIAN AIRLINES
1
1
0
9,302
2.15
TOTAL
6
4
0
311,149
0.32
*The rankings of the carriers that had no incidents are based on total number of animals transported.
78
Airline Reports to DOT of Incidents Involving the Loss, Injury or Death of Animals During Air Transportation
Annual Report of 2020 Incidents, cont’d.
The following air carriers do not transport animals:
Carrier
Death
Injury
Loss
Total
Incidents
Total
Transported
Incidents per 10,000
animals transported
ALLEGIANT
0
0
0
0
0
0
FRONTIER AIRLINES
0
0
0
0
0
0
JETBLUE AIRWAYS
0
0
0
0
0
0
SOUTHWEST AIRLINES
0
0
0
0
0
0
SPIRIT
0
0
0
0
0
0
SUN COUNTRY AIRLINES
0
0
0
0
0
0
79
Customer Service Reports to the U.S. Department of Homeland Security for the Month of December 2020
as provided by the Transportation Security Administration
a
The Transportation Security Administration (TSA) screened approximately 27 million airline passengers and their 22 million checked bags in the
month of December as part of its efforts to secure the homeland. Since its formation, TSA has maintained a strong focus on customer service
and began collecting customer service data voluntarily to improve security operations. TSA values all input and encourages passengers to
contact the agency if they believe that the level of service provided does not meet their expectations
b
. Below is a summary of contacts with TSA
either by e-mail, or telephone for the month of December.
Note: Comparing the numbers below with the number of passenger complaints about airlines (found in this report) is not appropriate.
Complaints about airlines tabulated in this report represent a more limited group, namely, those who take the extra step of contacting the U.S.
Department of Transportation to complain about an airline. Airlines themselves receive thousands of complaints and inquiries directly from
passengers that are not recorded in this report. 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
423
0.00157%
18
0.00007%
17
0.00006%
113
0.00042%
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 December.
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.
