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Status Report on Airline Customer Service

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The IG testified before the House Transportation and Infrastructure Aviation Subcommittee regarding progress made by 14 major airlines in improving customer service since our February report on the issue. We found that most airlines have: 1) incorporated the original Airline Customer Service Commitment into the airlines’ contracts of carriage; 2) established performance measurement systems; and, 3) petitioned DOT to revise regulations for reporting mishandled baggage and compensating passengers involuntarily bumped from a flight. Airlines have also formed a task force to develop plans for accommodating passengers delayed overnight, ensuring airport display monitors are accurate and providing for passengers’ needs during long on-board delays. There are several important recommendations that the airlines have not addressed, such as notifying passengers of the prior month’s on-time performance when they buy a ticket.