US airlines told to improve customer service or face new regulation
US airlines have been threatened with tougher regulation unless they improve conditions for passengers.
They were told at a US government committee hearing in Washington that Congress ‘would not fail to act’ if airlines didn’t start treating passengers better.
The hearing followed an international outcry sparked by the heavy-handed removal by security guards of a passenger from an overbooked United Airlines’ flight three weeks ago.
United CEO Oscar Munoz apologised again for the treatment of Dr David Dao on the flight from Chicago and promised improvements at yesterday’s hearing.
"Seize this opportunity because if you don’t, we’re going to come, and you’re not going to like it," said Bill Shuster, the Pennsylvania Republican who heads the committee that hosted the hearing.
Shuster said that although he did not believe in over-regulating businesses, Congress would do so unless conditions improved for passengers.
Politicians are concerned about a number of incidents reported recently on social media, including a clash between an American Airlines’ employee and a passenger over a children’s pushchair.
Other complaints levelled at airlines include smaller seats, flights held up on the tarmac, overbooking and failing to pass falling fuel prices on to customers.
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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