Business Services Industry
American Airlines Shows Improved Customer Service.
Knight Ridder/Tribune Business News, December, 1999 by Dickson, Gordon
Knight Ridder/Tribune Business News
Dec. 16 -- D/FW AIRPORT, Texas -- Mel Johnson got the usual $250 voucher for agreeing to be bumped off an overbooked American Airlines flight yesterday.
Nothing new about that, seasoned travelers say.
But Johnson also got a free meal, an example of how airlines are taking customer service more seriously than ever.
A handful of customer-friendly policies went into effect yesterday at airports nationwide, including Dallas/Fort Worth Airport. The policies were adopted by major airlines after Congress threatened to enact a mandatory Passenger Bill of Rights.
The policies address a variety of common complaints. For example, customers making telephone reservations can now expect airlines to...
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