The Congressional Record is a unique source of public documentation. It started in 1873, documenting nearly all the major and minor policies being discussed and debated.
“INTRODUCTION OF THE AIRLINE CUSTOMER SERVICE IMPROVEMENT ACT OF 2001” mentioning the U.S. Dept. of Transportation was published in the Extensions of Remarks section on pages E769 on May 10, 2001.
The publication is reproduced in full below:
INTRODUCTION OF THE AIRLINE CUSTOMER SERVICE IMPROVEMENT ACT OF 2001
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HON. J.C. WATTS, JR.
of oklahoma
in the house of representatives
Wednesday, May 9, 2001
Mr. WATTS of Oklahoma. Mr. Speaker, today I am introducing the Airline Customer Service Improvement Act. This legislation is designed to address many of the underlying problems that have led to the recent public frustration with the air travel industry.
On June 17, 1999, the Air Transport Association, the association representing most of the major air carriers, announced that each of these carriers would develop voluntary customer service plans to address the problems the industry is facing. This came in response to several pieces of legislation that had been introduced in the 106th Congress to address this situation.
However, on February 13, 2001, the Department of Transportation Office of the Inspector General released its final report analyzing the progress made by the airlines under their voluntary ``Customer Service Commitment.'' The Inspector General's report concluded that, although progress had been made, there were still significant shortfalls. The report further pointed out that the Service Commitments did nothing to address the underlying problem of delays and cancellations.
When a customer purchases an airline ticket, there are obligations such as arriving on time, staying seated on the plane during takeoff and obeying rules and regulations set by airlines. But the contract should be mutual. The passenger needs assurances that the airline lives up to the other end of the bargain.
This legislation directs the Secretary of Transportation to establish a uniform check-in deadline and requires airlines to disclose that deadline on their ticket jackets. It states there must be notification that involuntarily bumped passengers must be offered compensation before any offers are made to volunteers. The bill also requires prompt notification and truthful explanation of any flight delays, cancellations or diversions.
The Airline Customer Service Improvement Act requires more detailed and accurate information on mishandled baggage, including the establishment of a luggage tracking system and a toll free telephone number passengers can call to check on the status of their delayed luggage. It also requires that passengers who do not check luggage not be counted when calculating the rate of mishandled luggage.
This bill codifies common sense and common courtesy. If someone's flight is canceled, then that person should be called. Why should someone who owns an airline ticket be forced to pack up the car and drive to the airport on a wild goose chase?
Mr. Speaker, this legislation is urgently needed to address some of the underlying problems in the air travel industry as we move into the summer traveling season. I encourage my colleagues to take a look at this legislation and join me in co-sponsoring the Airline Customer Service Improvement Act.
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