Centerlines - September 2008 - (Page 65) PASSENGER FOCUS © istockphoto.com/groveb existing situations as an aid to dealing with and preventing similar future problems. By reading the monthly consumer complaint reports, airlines can analyze the information and consider how to minimize events that might cause complaints. What Airports Can Do When bad weather or other events result in many passengers being stuck in an airport, airport managers can take steps to make them more comfortable. ACI-NA has taken a leadership role in working with airports to develop local strategies to help stranded passengers, including hosting an Irregular Operations Workshop in January. Airport and association officials are also participating in a DOT task force that is developing a model contingency plan and tool box of best practices that airports and airlines can use to better serve delayed passengers. Strickman applauds airports for keeping food concessions open and airport staff on hand. He noted that some airports where weather is known to shut down air traffic keep cots and blankets on hand. Other airports have fitness centers and museums so passengers have enjoyable diversions while waiting for their flights to depart. “While we know passengers are never happy with airline delays, airports are working to provide stranded travelers a more positive air travel experience,” said McElroy. ■ WHEN bad weather or other events result in many passengers being stuck in an airport, airport managers can take steps to make them more comfortable. While the division seeks informal voluntary compliance with its regulations by airlines, it does have enforcement mechanisms. “We do take formal action against airlines for a significant egregious event or a pattern or practice of violations of our regulations,” Strickman said. This can result in imposition of civil penalties and cease and desist orders against an airline. passengers needs”, said Debby McElroy, ACI-NA’s Executive Vice President of Policy and External Affairs. In addition, the division has conducted four forums explaining the regulations protecting passengers with disabilities. While the target audience was airline representatives, disability advocate organizations and tour operators, some consumers also attended. Additional forums of both types are anticipated. The division works to help airlines do a better job of meeting passengers’ expectations so problems will be prevented. “I have regular meetings with designated representatives of the largest U.S. airlines,” said Strickman. In these one-on-one meetings, he discusses patterns or practices of concern that are occurring on a regular basis. By providing information to the airline on the number and types of complaints the division has received about it, his goal is for company management to use that information to make policy decisions that will reduce future complaints. Beyond this, all division staffers talk daily with airline representatives to provide guidance about the regulations and help them deal with Proactive Measures Recently the division has reached out to the public by holding its first ever consumer forums in Miami, Chicago and New York, featuring speakers from DOT, the Federal Aviation Administration and airlines, provided information about assisting consumers, their rights and airline responsibilities and obligations. Representatives from Miami-Dade International Airport, the Chicago Airports System, O’Hare Modernization Program Office and Port Authority of New York and New Jersey also participated, educating consumers about airport programs to assist air travelers that experience extended delays. “We are pleased that DOT included airport officials at the forums, recognizing the proactive role we are taking in addressing WEBLINK ACI-NA provides information to help passengers in the “For Passengers” of its website. Based on a survey of airports earlier this year, the “For Passengers” section provides a comprehensive guide to airport passenger services. Access it at: www.aci-na.org/index/airportsyou_ paxservice_main www.aci-na.org | CENTERLINES 65 http://www.aci-na.org/index/airportsyou_paxservice_main http://www.aci-na.org
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