"DOT IG's report critical of airline delay info, flier plans"

Wednesday, November 29, 2006

Inspector General's report critical of delay info, flier plans 
The Newark (NJ) Star Ledger


It probably comes as no surprise to frequent fliers that the airlines don't
always live up to their customer-service pledges, but it's not just
customers who see the shortcomings. 

In a recent report, the U.S. Office of Inspector General made a few
complaints of its own about inadequate information on flight delays and
cancellations and confusing frequent-flier redemption programs. 

The Inspector General's Office said the report was essentially a follow-up
on the effectiveness of a voluntary Airline Customer Service Commitment
forged with the Air Transport Association seven years ago to address
Congress' alarm over the severe service problems that plagued the airline
industry in 1999. 

According to the Inspector General's Office, once the provisions of the
commitment are incorporated into an airline's "contract of carriage" with a
passenger, they become legally enforceable by the customer. The report
looked at 15 airlines, ranging from the majors to discount fliers. 

Among the report's findings: Airlines need to do a better job of providing
passengers in the gate area with information and explanations about flight
delays. The report also chided carriers for failing to alert consumers about
chronically delayed flights at booking time. 

In 2005, for instance, 215,016 flights were either chronically delayed or
canceled, affecting some 16million passengers, according to the report. 

"The department should revisit its current position on chronic delays and
cancellations," the report said, "and take enforcement actions against air
carriers that consistently advertise flight schedules that are unrealistic,
regardless of the reason." 

The report also urged carriers to provide proper training to personnel,
including outside contractors, who assist passengers with disabilities and
improve their handling of bumped passengers. And it addressed a common
complaint among travelers: frequent-flier redemption programs. 

The report called for the U.S. Department of Transportation to standardize
the reporting of frequent-flier redemptions so passengers can compare
benefits. 

"This inconsistency in reporting makes it difficult, if not impossible, for
consumers to compare programs in a meaningful way," the report said.

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