Congress’ tough warning to airlines: Fix these problems are we will

WASHINGTON — Congress is ready to act unless the airlines fix customer service problems.

That was the stern, clear warning lawmakers gave airline executives who testified before Congress on Tuesday.

“Seize this opportunity. If you don’t, we’re going to come, and you’re not going to like it,” said Rep. Bill Shuster, R-Pa., chairman of the House Transportation and Infrastructure Committee.

The airline industry is one of the most powerful interests that lobbies lawmakers and contributes millions to their re-election campaigns, especially those who serve on the committee that oversees them.

Still, the outrage members of Congress expressed Tuesday reflected the still-simmering public anger over the violent removal of a United Airlines passenger from a flight last month, captured on cellphone videos that millions have viewed worldwide.

“If we act, it’s going to be one-sizefits-all,” Shuster warned.

Some members could push legislation to prohibit overbooking situations or the removal of passengers from boarded flights. Or Congress could require that airlines more clearly spell out the rights of passengers, said Thomas Cooke, a distinguished teaching professor at Georgetown University’s McDonough School of Business.

“If there’s any one subject matter that’s going to get to the heart of many voters, it’s travel,” Cooke said. “There’s no one that is immune at this point from Congress’ oversight.”

Still, Cooke thought the airlines could work matters out. The airlines have made changes since April 9, when Kentucky doctor David Dao was pulled off a plane he’d already boarded by security officers at Chicago’s O’Hare International Airport. Last week, Dao and United reached a confidential settlement.

“We failed,” United CEO Oscar Munoz, who’s endured weeks of criticism for the incident and the airline’s response to it, told the House committee.

A Southwest Airlines executive told lawmakers Tuesday that the carrier will stop the unpopular practice of overbooking flights.

Bob Jordan, executive vice president and chief commercial officer at Southwest, told House panel members the airline would cease overbooking as of next week.

“It fits perfectly with our brand,” said Jordan, whose airline is the largest domestic carrier as measured by passengers and unlike its rivals does not charge checked-bag or flight-change fees.