Seven Steps U.S. Carriers are Taking to Improve Customer Service
The nation's airlines are committed to providing our passengers with the level of service and respect they expect and deserve. Recent events demonstrate that we have fallen short of this goal, and our members are committed to doing more.
Seven concrete steps being taken by Airlines for America member companies include:
Completely eliminating or reducing overbooking;
Prohibiting use of law enforcement to remove passengers from a flight, except in cases of safety or security;
Ensuring that no passenger is involuntarily removed from a flight for another passenger;
Ensuring that crews traveling must be booked at least 60 minutes prior to departure;
Giving gate agents the discretion to offer higher amounts of money as an incentive for customers to voluntarily take a different flight;
Airlines are renewing their focus on training for all customer-facing staff to make sure they are taking care of passengers, not just getting them from point to point; and
Efforts are underway to provide passengers more transparency and understanding about what their rights are as consumers.