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June
2007 Report Card
Sept 2007
Strand-In
Final 2007 Report
Card
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- Establish procedures to respond to all passenger complaints within 24 hours
and with appropriate resolution within 2 weeks.
- Notify passengers within
ten minutes of a delay of known diversions, delays and cancellations via airport
overhead announcement, on aircraft announcement, and posting on airport television
monitors.
- Establish procedures for returning passengers to terminal gate
when delays occur so that no plane sits on the tarmac for longer than three hours
without connecting to a gate.
- Provide for the essential needs of passengers
during air- or ground-based delays of longer than 3 hours, including food, water,
sanitary facilities, and access to medical attention.
- Provide for the
needs of disabled, elderly and special needs passengers by establishing procedures
for assisting with the moving and retrieving of baggage, and the moving of passengers
from one area of airport to another at all times by airline personnel.
- Publish
and update monthly on the company’s public web site a list of chronically
delayed flights, meaning those flight delayed thirty minutes or more, at least
forty percent of the time, during a single month.
- Compensate “bumped”
passengers or passengers delayed due to flight cancellations or postponements
of over 12 hours by refund of 150% of ticket price
- The formal implementation
of a Passenger Review Committee, made up of non-airline executives and employees
but rather passengers and consumers - that would have the formal ability to review
and investigate complaints.
- Make lowest fare information, schedules and
itineraries, cancellation policies and frequent flyer program requirements available
in an easily accessed location and updated in real-time.
- Ensure that baggage
is handled without delay or injury; if baggage is lost or misplaced, the airline
shall notify customer of baggage status within 12 hours and provide compensation
equal to current market value of baggage and its contents.
- Require that
these rights apply equally to all airlines code-share partners, including international
partners.
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