What's the alternative genius? At least they are attempting to do something. You think the Airlines were going to do something voluntarily? DUH
OK ZIP code genius
Where were you? When and why this commit came about sorting or driving
I have been from regulation to deregulation to regulation lite I do see reregulation in the cards because the airlines have not lived up to their comment.
Customers First 12 Point Customer Service Commitment
Airlines (USAirways)have agreed a common set of non-legally binding services that will be provided to people who travel with them
ATA members are committed to providing the highest possible level of service to our customers. Each participating airline has published a Customer Service Plan, which is available on their Web site. Copies of those plans have been provided to Congress and the Department of Transportation.
Each participating airline commits to:
1. Offer the lowest fare available
Each airline will offer the lowest fare available for which the customer is eligible on the airline's telephone reservation system for the date, flight and class of service requested.
2. Notify customers of known delays, cancellations and diversions
Each airline will notify customers at the airport and on board an affected aircraft, in a timely manner, of the best available information regarding known delays, cancellations and diversions. In addition, each airline will establish and implement policies for accommodating passengers delayed overnight. A clear and concise statement of airlines' policies in these respects will also be made available to customers.
3. On-time baggage delivery
Each airline will make every reasonable effort to return checked bags within 24 hours and will attempt to contact any customer whose unclaimed, checked luggage contains a name and address or telephone number.
4. Support an increase in the baggage liability limit
The airlines successfully petitioned the Department of Transportation to increase the baggage liability limit.
5. Allow reservations to be held or canceled
Each airline will allow the customer either to hold a telephone reservation without payment for 24 hours or (at the election of the carrier) to cancel a reservation without penalty for up to 24 hours, in order to give customers an opportunity to check for lower fares through other distribution systems, such as travel agents or the Internet.
6. Provide prompt ticket refunds
Each airline will issue refunds for eligible tickets within 7 days for credit card purchases and 20 days for cash purchases.
7. Properly accommodate disabled and special-needs passengers
Each airline will disclose its policies and procedures for handling special-needs passengers, such as unaccompanied minors, and for accommodating the disabled in an appropriate manner.
8. Meet customers' essential needs during long on-aircraft delays
The airlines will make every reasonable effort to provide food, water, restroom facilities and access to medical treatment for passengers aboard an aircraft that is on the ground for an extended period of time without access to the terminal, as consistent with passenger and employee safety and security concerns. Each carrier will prepare contingency plans to address such circumstances and will work with other carriers and the airport to share facilities and make gates available in an emergency.
9. Handle "bumped" passengers with fairness and consistency
Each airline will disclose to a passenger, upon request, whether the flight on which the passenger is ticketed is overbooked, if, within the usual and ordinary scope of such employee's work, the information is available to the airline employee to whom the request is directed. Each airline will also establish and disclose to the customer policies and procedures, including any applicable requirements (such as check-in deadlines), for managing the inability to board all passengers with confirmed reservations.
10. Disclose travel itinerary, cancellation policies, frequent flyer rules and aircraft configuration
Each airline will disclose to the customer: (i) any change of aircraft on a single flight with the same flight number; (ii) cancellation policies involving failures to use each flight segment coupon; (iii) rules, restrictions and an annual report on frequent flyer program redemptions; and (iv) upon request, information regarding aircraft configuration, including seat size and pitch
11. Ensure good customer service from code-share partners
Each airline will ensure that domestic code-share partners make a commitment to provide comparable consumer plans and policies.
12. Be more responsive to customer complaints
Each airline will assign a Customer Service Representative responsible for handling passenger complaints and ensuring that all written complaints are responded to within 60 days. Each airline will develop and implement a Customer Service Plan for meeting its obligations under the Airline Customer Service Commitment. Customer Service Plans will be completed and published within 90 days and will be fully implemented within 6 months. Airline implementation will include training for airline reservation, customer service and sales personnel to enhance awareness of the responsibilities involved in implementation of the Customer Service Commitment and Plans. The Airlines will publish and make available their Customer Service Plans: (i) on airline Internet Web sites; (ii) at airports and ticket offices (upon request); and, (iii) to travel and reservation agents.
