U.S. airlines are not only listening to customer concerns, they are taking steps to improve service, the trade organization Airlines for America (A4A) recently told the Senate Commerce Committee.
“U.S. airlines are focused and committed to treating every passenger with the respect and dignity they deserve,” Sharon L. Pinkerton, A4A senior vice president for legislative and regulatory policy, said. “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.”
Pinkerton acknowledged that there have been severe customer service failures, but that the industry is willing to find solutions to these issues in order to ensure they do not occur again.
Carriers are reviewing their customers’ service policies and have committed to reforms and do not need government interference, she said.
Pinkerton said there were seven steps A4A members are taking: eliminating or reducing overbooking, prohibiting passenger removal by law enforcement for any reason other than safety, ensuring no passenger is removed without his consent, crew travel must be booked 60 minutes before departure, offering passengers a higher monetary incentive for voluntarily leaving a flight, better training staff, and providing more transparency.