ATA CEO testifies on airline customer service

Airline Industry Information, April 23, 2007

AIRLINE INDUSTRY INFORMATION-(C)1997-2007 M2 COMMUNICATIONS LTD

The United States Air Transport Association (ATA) has said that airlines need flexibility to get passengers, crew members and aircraft to their destinations.

James C. May, president and CEO of the ATA, a trade association for US airlines, has testified before the Aviation Subcommittee of the House Transportation and Infrastructure Committee concerning customer service.

May said the effects of severe weather events and an outdated air traffic control (ATC) system can cause disruptions for both travellers and airlines, but he also pointed out that as frustrating as these events can be, government-imposed, inflexible operating standards will not improve and will likely aggravate severe weather events.

May also said "the proposed hard limit on ground delays will force airlines to inconvenience planeloads of people to satisfy the demand of just one passenger to deplane. We do not think this is good customer service". He also takes the view that "Congress cannot legislate good weather or the best way to respond to bad weather because every situation is unique".

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