View PDF Document

On April 11, the Inspector General testified before the Senate Committee on Commerce, Science, and Transportation regarding refocusing efforts to improve airline customer service. The Inspector General testified that: (1) airlines need to refocus their efforts to improve customer service; (2) the Department needs to take a more active role in airline customer service issues; (3) airlines must overcome challenges in mitigating extraordinary flight disruptions; and (4) airlines must implement more effective contingency plans for long onboard aircraft delays.