Airlines vow to improve consumer service

Carol Hallett, president and CEO of the Air Transport Association, addressed the Senate Commerce, Science and Transportation Committee Tuesday

In this story: Report faults 'untimely' information Legislation possible RELATED STORIES, SITES

WASHINGTON (CNN) -- Airlines must do more to improve customer service, but they also need the government's help in modernizing the air traffic control system and building new runways, an airline representative told U.S. senators Tuesday.

"This has to get better. If it doesn't get better, then certainly we will have passengers who will stop flying," said Carol Hallett, president and CEO of the Air Transport Association.

RESOURCES Kenneth Mead's statement before the Senate committee The Airline Customer Service Commitment report     MESSAGE BOARDS Air safety Travel troubles

Hallett appeared alongside U.S. Transportation Department Inspector General Kenneth Mead, whose office released a report Monday saying airlines haven't gone far enough in addressing customer complaints.

"The road ahead is long," Mead told the Senate Commerce, Science and Transportation Committee. "Aggressive progress is going to be required by the airlines, the airport and FAA too if consumer confidence is going to be restored."

Report faults 'untimely' information

The report, which was ordered by Congress, says airlines made progress in addressing some customer concerns but continued to provide "untimely, incomplete, or unreliable reports" about flight delays and cancellations.

In one-fifth of the 550 delayed flights, inspectors observed that the flight information display system showed a flight was on time when, in fact, it had been delayed for more than 20 minutes, the report said.

Airlines also were uneven in living up to a commitment to deliver late baggage to passengers. One airline met a 24-hour delivery goal only 58 percent of time, while another met the goal 91 percent of the time.

Mead hesitated when committee Chairman John McCain, R-Arizona, asked whether Congress should pass laws requiring airlines to do more.

"I think it's unfair to characterize what the airlines have done as no progress. That's clearly not what we found," he said. "I do think that it's important that airlines be sent a message that this is an area of enormous importance to Congress and there are some ground-floor expectations need to be met," Mead said.

Legislation possible

Hallett and the airlines oppose legislation, but she said they are eager to work with the committee in modernizing the air traffic control system and streamlining the process for construction new runways.

Some senators suggested legislation may be unavoidable. Sen. Ron Wyden, D-Oregon, cited the "bottomless pit of excuses" he has heard from airlines over the last 18 months.

"I think it's clear that the only way to send a message now is through congressional action," he said.

Report faults airlines for communication gap
February 12, 2001
Government report card on airline customer service due Monday
February 12, 2001
Airlines urge spending to reduce flight delays
January 31, 2001
Senate bills aim to improve air travel
January 30, 2001
Report: Flight delays at all-time high in 2000
January 22, 2001
Senator introduces bill to make airlines more accountable
July 20, 2000
Federal report gives mixed reviews to airline service efforts
June 27, 2000

Air Transport Association
U.S. Department of Transportation

Note: Pages will open in a new browser window

External sites are not endorsed by CNN Interactive.