NEWS

Airlines Call on Government to Improve Air Travel

Air Traffic Control Delays “Must be reduced” says Trade Group

Washington, DC – The Air Transport Association (ATA) today called on the federal government to “do its part” to improve air travel by reducing air traffic control delays. The ATA request came after major carriers provided new customer service plans with the Department of Transportation (DOT) as part of their industry-wide Customers First program.

Under an agreement reached with key members of Congress and with guidance from the Administration, airlines are undertaking a twelve-point program to improve customer service. The agreement includes two key dates: September 15, 1999, when plans were required to be filed with the DOT; and December 15, 1999, when the plans must be fully implemented. The lead time between the filing and implementation dates provides the opportunity for airline staff to receive training and address logistical details.

The plan, Customers First, will improve the availability of fare and delay information to airline passengers; calls for an increases in liability for lost luggage; will address emergency situations involving long delays; and provides standards for responsiveness to customer complaints.

“Improving the air travel experience for passengers is a joint effort and airlines have stepped up to the plate,” said Carol Hallett, ATA president and CEO. “It’s time for the government to do its part to reduce the massive air traffic control delays that are frustrating passengers nationwide. The present system was better suited to the traffic levels of the 1970s and cannot handle today’s demand, let alone meet the needs of the new century. As we approach the new millennium, we must have a state-of-the-art air traffic control system.”

Research conducted by ATA clearly shows that delays are the top issue of concern to passengers unhappy with the travel experience. Over the past few months, air traffic control delays have increased dramatically, up 81% over 1997. ATA estimates that the cost of air traffic control delays is $4.1 billion annually.

“The government’s air traffic control system is safe, but unable to efficiently move airplanes through the sky and this results in teeth-gritting delays,” continued Hallett. “Anyone who has flown this summer knows that delays are up dramatically. This situation has to improve before customers will be satisfied with the flying experience. Airlines are working to upgrade their customer service and it’s time for the government to do its part by modernizing its air traffic control system.”

Although much work remains to be done in modernizing the air traffic control system, the Administrator of the FAA, Jane Garvey, recently made several changes that could help to improve the system. “Changes such as improving the chain of command are steps in the right direction,” said Hallett.

“A steady, adequate source of funding is essential to modernize the air traffic control system,” concluded Hallett. “There is a bill now in Congress that will unlock the Aviation Trust Fund and provide the FAA with the money they need to fix a host of problems. The U.S. airline industry calls on Congress to quickly pass Air-21 and begin the process of fixing the delay problem.”

The Air Transport Association is the trade association for America’s leading airlines and has 23 U.S. and 5 foreign carrier members. ATA airlines carry over 95% of all the passenger and cargo traffic in the United States.

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12/30/1999