Airline Customer Service Plans
In September 1999, 14 large U.S. airlines that are members of the Air Transport Association released Customer Service Plans that fulfill a commitment made by the association to the traveling public. These plans describe what the carriers will do in areas such as:
notifying passengers of known flight delays and cancellations
meeting customers’ essential needs during long on-aircraft delays
allowing reservations to be held or tickets to be refunded within 24 hours of purchase
being more responsive to customer complaints
Other commitments to air travelers to improve service are also covered. The following links will take you to the airlines’ Customer Service Plans on the air carriers’ web sites.
http://airconsumer.ost.dot.gov/customerservice.htm
Ha Ha! It did happen . . . Airlines will now make pilots front line in informing passengers while some computer in the background at dispatch/flight tracking will tell them what to say. What a Joke! (That's under
United's Plan)
NWA Plan (Captain decides)
Delta Plan (Captain gets to make timely announcements then after an hour Notify Delta operational officials to accelerate a resolution. Then,
apprise appropriate Delta senior management of the situation should it extend beyond two hours.
American Airlines (They developed contingency Plans . . whoa! To begin after two hours)
Southwest's (
http://www.southwest.com/about_swa/c...commitment.pdf) The best by FAR, not surprising. VERY SPECIFIC. And said they wouldn't board if they know delays are expected.
Continental: The proverbial WE MAY offer, WE MAY provide (how to really read it) NOT LIKELY.
US Airways: Pilot will make an announcement IF he is provided with the information on delays. (Joke!)
I can see it now.
"Folks, from the flight deck this is your captain, we are delayed because your Airline Management is out at the strip club celebrating another duping of Congress, the American Public and Airline Labor Groups. As soon as they return we will apprise appropriate management of our situation, at which point the delay shall continue until it's deemed NOT reasonable by someone. Of course, if you don't like the truth, then you can blame us, your crew, for not parking quickly in the open gate while it was temporarily unoccupied."