LEXIS-NEXIS® Academic Universe-Document

LEXIS-NEXIS® Academic

September 16, 1999, Thursday, Home Edition

SECTION: Business; Pg. 1F

LENGTH: 655 words

HEADLINE: Airlines promise better service

BYLINE: Scott Thurston, Staff

DATELINE: CONSTITUTION

BODY:
The nation's big airlines, trying to counter a barrage of criticism from passengers, the media and Congress, fired their own public relations broadside on Wednesday.

Major carriers separately released 12-point plans for improving customer service, which they agreed to devise earlier this year to avoid legislation.

At the same time, the big airlines' trade association stepped up an attack on the Federal Aviation Administration for failing to keep pace with the growth in air travel.

Leo Mullin, chief executive of Delta Air Lines, unveiled the Atlanta-based carrier's plan at a speech to the Wings Club, an aviation group, in New York. Mullin conceded passenger discontent is justified, given airport crowding and rising delay rates this summer.

The problems stem both from shortfalls in the FAA's air traffic control system and airline efforts to pack planes and boost schedules at hubs like Atlanta.

"Our industry is facing problems that already are affecting our ability to provide good, reliable air transportation service," Mullin said. "These are problems that must be addressed and must be addressed now.

"The airlines must regain public confidence," he said, warning that the industry "may not get a second chance to self-regulate."

Delta's plan, which is similar to those of the other big airlines, includes pledges to:

Have reservationists inform customers of the lowest fare or cheaper alternative itineraries.

Give consumers 24 hours after reserving a ticket to decide on making the purchase.

Tell customers when flights are overbooked, if they ask, and provide information on bumping policies.

Make available legroom and seat-width information for different aircraft.

Provide "full and timely" information on the status of delayed and canceled flights, and provide for customers' "essential needs" during extended on- board delays.

Strive to return misrouted luggage within 24 hours.

Support a government move to boost lost luggage compensation limits from $ 1,250 to $ 2,500.

Respond to written complaints within 30 days.

Mullin conceded some elements of the plan restate service goals already in place but added they'll be more specifically applied under the new plan, which takes effect Dec. 15.

Airline critics in Congress have dismissed the voluntary plan as a way for airlines to dodge tougher rules, as proposed in a "passenger bill of rights" considered last spring. The industry strongly opposes further government mandates on service, saying they would raise costs and amount to re- regulation.

Chris McGinnis, an Atlanta-based business travel consultant, said the plans are "nothing more than business as usual for the airlines, and frequent fliers are tired of empty promises."

He said an industry offer to mandate minimum seat dimensions and reveal how many frequent flier award seats are available on certain flights would be more meaningful.

Mullin said Delta's efforts go beyond the 12-point plan. He noted the airline is investing hundreds of millions of dollars in technology to improve passenger processing at airports. It's now installing new boarding computers and plans to roll out self-serve kiosks and new flight information displays at gates in coming months --- all in an effort to cut down on long lines and anxiety.

Other airlines unveiled service plans similar to Delta's on Wednesday. They are posted at the carriers' Web sites.

The Air Transport Association, a lobbying group for big airlines, renewed its call for Congress to free funds from the Aviation Trust Fund so the FAA can step up its efforts to upgrade air traffic control systems.

"Improving the air travel experience for passengers is a joint effort, and airlines have stepped up to the plate," said ATA President Carol Hallett.

"It's time for the government to do its part to reduce the massive air traffic control delays that are frustrating passengers nationwide."

GRAPHIC: Photo
Mug shot of Leo Mullin.

LOAD-DATE: September 16, 1999