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DoT report says airline implementation of service standards is uneven.

AIRLINE INDUSTRY INFORMATION-(C)1997-2001 M2 COMMUNICATIONS LTD

A report released by the US Department of Transportation Inspector General on 12 February has found that US airlines have made uneven progress regarding the implementation of voluntary customer service efforts.

The report found that scheduled flights in the USA increased by more than 100,000 in the first nine months of 2000 and that concurrently passenger complaints about delays, congestion and service soared. The AAA has now urged the Bush administration to make aviation its top priority by fully funding air traffic control modernisation in the fiscal year 2002 budget, AirWise.com reported.

The report also apparently states that most major US airlines continue to provide passengers with incomplete delay and cancellation information and that airlines are still not handling oversold flights well. Airlines have apparently fared better in the area of customer complaint handling, and are providing better information about low fares according to Reuters.

Sources have said that the report recommends that the airlines' promises to improve service be made legally binding.

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Publication:Airline Industry Information
Date:Feb 13, 2001
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