Air Transport World

Air Mail.

Editor: Thank you for your Editorial on the passenger bill of rights (4/99, p.7). I believe the media unfairly targets the airline industry.

As an airport customer service agent I want to know where my bill of rights is. I want the right that I will not be abused physically or verbally because a flight is an hour late when it's snowing. I want the right that my company will not be the victim of ticket and mileage award fraud. I want the right for basic respect from the passenger.

No other industry is working on customer satisfaction as the airline industry is. No other industry gives as much of its product away (through frequent flyer programs) as the airline industry to its loyal customers. …

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