[Congressional Record Volume 147, Number 64 (Thursday, May 10, 2001)]
[Extensions of Remarks]
[Page E769]
From the Congressional Record Online through the Government Publishing Office [www.gpo.gov]




  INTRODUCTION OF THE AIRLINE CUSTOMER SERVICE IMPROVEMENT ACT OF 2001

                                 ______
                                 

                          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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