Commentary

Airline Passenger Bill of Rights

With ever-increasing labor disputes, service delays and flight cancellations of the airline industry, AAA has called on Congress to do what it takes to guarantee the following rights for passengers:

o The most fundamental right passengers have is safe air travel no matter what stresses the system encounters. According to the Department of Transportation's Inspector General, record levels of runway incursions and controller operational errors are occurring amid the increasing runway and airspace congestion. Runway incursions were expected to surpass 400 last year, despite the FAA goal of no more than 248. Operational errors were expected to reach 1,154 last year, again surpassing the FAA goal of 829. The FAA has devoted significant effort to addressing these safety issues, and they must remain vigilant.

o The right to have aviation excise taxes invested as intended-to maintain and improve the nation's air system. Before enactment of the Aviation Investment and Reform Act for the 21st Century (AIR-21), revenues collected from air travelers and deposited in the Airport and Airway Trust Fund were frequently used to support spending on non-transportation programs or to mask the true size of the federal deficit. AIR-21 reaffirms the principle that trust fund revenues should be invested in aviation programs. Congressional appropriators must not waiver in honoring that commitment.

o The right to access the lowest possible fare regardless of the distribution method or technology used. The DOT Inspector General report recommends that airlines offer the lowest fare available for reservations made through airline telephone reservation systems, city ticket offices and airport customer service counters. AAA believes this recommendation should be expanded to include offering the lowest fare through all distribution channels.

o The right to accurate and timely information regarding delays, cancellations and diversions. The DOT Inspector General recently made several recommendations to improve consumer access to information, which should provide the basis for legislation to ensure these rights to air passengers. Consideration should also be given to the recommendations of the "Best Practices for Improving the Air Travel Experience" report.

In addition to these basic rights, AAA urges airlines to find a way to effectively address these passenger concerns:

Create uniform airline policies and procedures

Consumers deserve clarity and, where possible, uniformity among airlines regarding policies and procedures affecting air travel. The Inspector General makes several recommenda-tions regarding the need to clarify and standardize what passengers can and should expect when they are forced to stay overnight in a location, are bumped from flights, or during extended onboard delays.

Establish same policy standards for e-tickets

Because there is no system in place among airlines to accept e-tickets, consumers holding e-tickets have a more difficult time responding to delays and cancellations. The "Best Practices" report recommends establishing an "electronic clearinghouse" for all e-tickets so all passengers affected by delays or cancellations can be easily rebooked to another airline. AAA also believes consumers purchasing e-tickets should have access to the same information about policies and procedures provided to paper-ticketed passengers.

Expand connection times

Consumers continue to be frustrated when they or their bags miss a con-necting flight. Airlines could help prevent these problems by ensuring that minimum connection times are adequate. AAA encourages the airlines to reexamine their policies regarding connection times, particularly at large and congested airports.

Consistent monitoring and reporting

Congress and the DOT Inspector General have done much to improve the plight of air travelers. To ensure continued progress, AAA urges Congress to provide sufficient resources to the Inspector General for consistent monitoring and reporting to the public regarding the customer service commit-ments. We also strongly support the IG recommendation to increase funding for the DOT Aviation Consumer Protection division.

Caring customer service

Until system capacity is expanded to accommodate demand, customer service offers the only glimmer of hope to a frustrated traveler. Friendliness and respect can go a long way toward making a bad situation less distressing. When the system breaks down for reasons that escape the average traveler, it is incumbent on government and industry to work together on strategies that let the passengeer know someone cares.

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