ATA criticises universities airline report

Airline Industry Information, April 4, 2001

AIRLINE INDUSTRY INFORMATION-(C)1997-2001 M2 COMMUNICATIONS LTD

The US Air Transport Association (ATA), an airline industry group, has attacked a report by researchers at the University of Nebraska at Omaha and the Wichita State University on airline quality of service.

The Airline Quality Rating 2001 report claims that the service provided by US airlines has decreased over the last year despite airlines' voluntary commitments to address customer service. In response, the ATA stated: 'It is disingenuous for these universities to ignore the tremendous progress achieved by our airlines over the past two years. Although we still have room for improvement, we have made significant progress in a number of areas and will continue our efforts despite these misguided allegations.'

ATA president and CEO Carol Hallett also said, 'This report, as in previous years, is nothing more than bad information that misleads consumers.'

Hallett pointed out that the airline industry has pledged to create an Industry-Government Task Force and that this is due to meet later this week. The task force will review and make recommendations that help to ensure that airport display monitors and other information customers receive is accurate and timely. Hallett further noted that airlines will include all 12 original customer service commitments in their contracts of carriage by 1 May 2001.

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