Trade group Airlines for America this week outlined seven steps being taken by airlines to improve customer service, a move that comes after “unacceptable failures in customer service” in recent weeks.
The action steps include eliminating or reducing overbooking; prohibiting use of law enforcement to remove passengers from flights during normal operations; and ensuring no passenger is involuntarily removed for another passenger; ensuring that crews traveling must be booked at least 60 minutes prior to departure; giving gate agents discretion to offer higher amounts of monetary incentives to customers who voluntarily take a different flight; renewed training for airline personnel; and more transparency in consumer rights.
Sharon Pinkerton, senior vice president for legislative and regulatory policy at Airlines for America, presented the action steps in testimony before the Senate Commerce Committee in an effort to demonstrate that carriers are listening to the traveling public and taking action to improve the travel experience for every passenger.
“U.S. airlines are focused and committed to treating every passenger with the respect and dignity they deserve,” said Pinkerton. “Airlines recognize that the onus is on us to foster a customer-centric environment. We commit to our passengers-and the members of this committee- that U.S. airlines will continue to work and invest in our ultimate industry goal of providing a safe, efficient and enjoyable travel experience each and every day.”
