Business Services Industry
American Airlines Chief Says Downturn Threatens Customer Service Improvements.
Knight Ridder/Tribune Business News, June, 2001
By Robert Dodge, The Dallas Morning News Knight Ridder/Tribune Business News
Jun. 21--WASHINGTON--The chief executive of American Airlines Inc. told Congress on Wednesday that the economic downturn threatens industry efforts to improve customer service.
But Donald J. Carty, chairman and chief executive officer of American, said the industry remained committed to fulfilling its commitments to improve service and warned against regulatory and legislative mandates that would stifle competition.
"There is compelling evidence to show that, as an industry, we have turned the corner on customer service problems," Mr. Carty told the Aviation Subcommittee of the House Transportation and Infrastructure Committee.
Kenneth Mead, inspector...
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