A4A representative testifies that US airlines are taking steps to improve customer service

Senior vice president for legislative and regulatory policy at Airlines for America (A4A), Sharon L. Pinkerton, testified before the Senate Commerce Committee that carriers are taking action to improve the travel experience for all passengers, the organization said.

In her testimony, Pinkerton addressed the recent unacceptable failures in customer service, and how the US airline industry is ready to deliver on its responsibility to implement meaningful solutions to ensure such incidents never happen again.

Steps being taken by A4A member airlines to improve customer service include completely eliminating or reducing overbooking; prohibiting use of law enforcement to remove passengers from a flight, except in cases of safety or security; giving gate agents the discretion to offer higher amounts of money as an incentive for customers to voluntarily take a different flight.

Airlines are renewing their focus on training for all customer-facing staff, and
efforts are underway to provide passengers more transparency and understanding about what their rights are as consumers.

A4A advocates on behalf of the American airline industry as a model of safety, customer service, and environmental responsibility. The organization works collaboratively with the airlines, labor groups, Congress, and the Administration to improve air travel for everyone.