In last week's message, I shared some examples of how United is gaining momentum and today I have more good news to report.

The newest U.S. Department of Transportation, or DOT, consumer report shows in July, United cut the number of complaints received by more than half compared to the same period one year ago. In fact, the company received almost 60 percent fewer complaints per 100,000 customers in July. This improvement can be attributed to the fact that United has focused on addressing the issues that lead customers to voice their concerns to the DOT.

According to the DOT report, United also holds the best record in the industry for chronically late flights. Not one flight has been late 80 percent of the time or more in any month since August of 2001, and no flight has been late 70 percent of the time or more since June 2002. This is especially significant because every other carrier reporting during the same period has had at least one flight late in these categories. In other DOT rankings, United ranked third place for on-time arrivals, and sixth place for cancelled flights and mishandled bags among the major carriers.

At the same time, our operational excellence continues. The first of the operational performance results for August are in, and the news is even better. Last month's on-time departure :00, and STAR on-time departure :00 is the best performance for any August on record. Employees helped the company achieve 4.9 points above goal and 5.7 points above goal, respectively. Ninety-six of United's 111 stations met or exceeded the on-time departure: 00 target in August, and another four stations were just one percentage point off. This extraordinary on-time performance is particularly important because our customers place such high value on it.

These excellent results are even more impressive when you consider that in August, we experienced some period of irregular operations almost daily because of weather.
The results are a testament to the efforts of our employees, who, despite circumstances that were out of their control, remained focused on the operation and on providing the best service possible to our weary customers. From all of you on the front line, to those behind the scenes - the folks who cater our flights, build the schedules and book hotel rooms -- hat's off to you for your continued commitment to service excellence.

On the subject of service excellence, I'd like to take a moment to acknowledge the efforts of several flight attendants who carry that commitment to causes outside of the workplace. On Wednesday, Glenn Tilton presented the Chairman's Award for community service to San Francisco-based flight attendant Jane Lane. A United employee for 37 years, Jane received this award on behalf of Jane Lane's Kids. Inc., an organization that provides comfortable, free housing to families from the United States and countries throughout the developing world whose children are in need of medical treatment. What is really remarkable, is that Jane Lane's Kids has no employees or volunteers except Jane herself, and the organization is financed solely through contributions. Grants were also awarded to flight attendants Susan Frazier, LAXSW, Stacy Ann Goss, SEASW, Dorthea Lassiter and Brenda Skeen, ORDSW, Marty Roberts, DENSW, and Carol Zolkoske SFOSW. I salute all of these recipients for their commitment to the communities they call home. They remind us all that when we work together, for one another, nothing is impossible.

As I know, all of you are aware, next week we will mark the second anniversary of the events of September 11, 2001. We will remember the friends and loved ones we lost in this terrible tragedy for our country and our company. At World Headquarters, Glenn Tilton will lay a wreath in the memorial garden and, along with participants, observe a moment of silence. There will be other memorials across the United States. Many of us will quietly honor those we lost by cherishing their memories and holding a special place for them in our hearts. We will never forget them.

Be good to each other and have a safe and enjoyable weekend.