Air Transport World

US airlines pledge to do better.

Hoping to stave off so-called "passenger rights" legislation working its way through Congress, the US airline industry unveiled a "customers first" plan.

The program, announced through ATA and cleared with key members of Congress beforehand, really is a grab bag of promises to do a better job at things airlines already should be doing, such as notifying customers of known delays, cancellations and diversions; delivering misplaced baggage within 24 hr.; refunding tickets promptly; property. accommodating disabled passengers; being more responsive to customer complaints, and the like. …

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