Published on : Thursday, May 4, 2017
Sharon L. Pinkerton, senior vice president for legislative and regulatory policy at Airlines for America (A4A), the industry trade organization for the leading U.S. airlines, today testified before the Senate Commerce Committee, demonstrating that carriers are listening to the traveling public and taking action to improve the travel experience for every passenger who takes to the skies.
In her testimony, Pinkerton addressed the recent unacceptable failures in customer service, and how the U.S. airline industry is ready to deliver on its responsibility to implement meaningful solutions to ensure such incidents never happen again. Carriers take their commitment to customer service seriously and have proactively implemented systemic reforms – ranging from changing overbooking policies to enabling front line employees more discretion in managing specific situations – to improve customer service. In addition to the reforms already implemented, each carrier continues to review a wide array of customer service polices, and efforts are underway to provide passengers more transparency and understanding about their rights as consumers.
“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.”
Seven examples of concrete steps being taken by A4A member airlines to improve customer service include:
In addition, Pinkerton noted that carriers have made progress, establishing a solid foundation to further build on without government interference. The American Customer Satisfaction Index Travel Report recently validated some key metrics that demonstrate improvements in the flying experience: better online web booking, improved check-in process, timely text alerts informing passengers and innovative baggage handling technology.
Consumers and communities across America have seen enormous benefits from a thriving and competitive aviation marketplace:
According to the Bureau of Transportation Statistics (BTS):