Airlines are taking action

Our passengers have spoken loud and clear that they expect a higher standard of customer service. The nation’s airlines are listening. We’re encouraged to see our members taking actions to improve the flying experience and treat passengers with the respect they deserve. As part of our efforts to strengthen consumer confidence, carriers are committed to greater transparency and simplified communications so that passengers better understand their rights.

Commercial aviation is a highly competitive industry that must be attentive to, and respond to, consumer demands. Consumers vote with their wallets. Airlines are taking action, and government interference isn’t warranted.

Today, Americans are enjoying the low cost of flying that, adjusted for inflation, has never been more affordable.

Airline pricing is transparent. With just the click of a button, pricing information is available to customers, and they know the full price of a ticket before buying. Doing otherwise would undermine all that we do. Attempts to re-reg- ulate pricing would end badly for airline customers, employees, the communities we serve and the greater economy. Customers know that when the government gets involved in pricing, they’ll end up paying more in the long run.

The recent American Customer Satisfaction Index Travel Report suggests we have made progress. Improvements include better online booking and check-in processes, innovative baggage-handling technology and timely text alerts to keep passengers informed. We look forward to building on these improvements because they make a difference in the customer experience.

U.S. airlines operate 27,000 flights a day that carry 2.2 million passengers safely to their destinations. We know we owe consumers more than safety, affordability and accessibility. We also owe them a pleasant experience with top-notch service. Passengers will hold carriers accountable to their recent commitments without the government’s meddling.

Sharon L. Pinkerton is senior vice president for legislative and regulatory policy at Airlines for America, the trade association representing the leading U.S. airlines.