Each participating airline commits:
1. Offer the lowest fare available:
This is one point of which customers want to be assured. On top of giving you the lowest fare, the airlines must also post those fares on the telephone reservation's system.
2. Notify customers of known delays, cancellations, and diversions:
Whether you are at the airport or on the plane, the airline will tell you, in a timely manner, of known delays or cancellations. In addition, each airline will commit to a standard, printed, and published by each carrier, of policies and procedures when these events occur. Here's the really good news, the airlines will have a plan for helping travelers find over night provisions when they are delayed overnight. No more, sitting or sleeping at the airport because hotels are packed. This inconvenience will now be another opportunity for the airlines to provide excellent customer service. This could be a key point for families who travel with children, elderly friends and relatives or physically challenged individuals.
3. On-time baggage delivery:
Make sure you have your name, address, and telephone number on every bag that travels with you. The airlines have committed to making every reasonable effort to delivering your bag to you within 24 hours should it be delayed upon arrival.
4. Support an increase in the baggage liability limit:
The carriers have a requested the Department of Transportation for an increase in the baggage liability limit.
5. Allow reservations to be held or canceled:
Here's one for you! The airlines will allow you to hold a reservation for 24 hours without payment and you may be permitted by some airline carriers to cancel without penalty for up to 24 hours. Many airlines have already provided these perks. To hold a reservation for 24 hours, you don't even have to ask, they are committed. Here's the reason for this customer service point. The customer, that's you, will have time to check for better pricing. Now that will cause some competition for airlines to get to you first.
6. Provide prompt ticket refunds:
Pay for your tickets with a credit card for prompter refunds. Airlines will offer prompt refunds in 7 days for ticket purchase made with your credit card. It's a 20-day wait for cash purchases.
7. Properly accommodate disabled and special-needs passengers:
If you are a "special needs" passenger, the airline will publish the special care they would take for such passengers and make it available to you for making your flight as easy and comfortable as possible. This also includes small children.
8. Meet customers' essential needs during long on-aircraft delays:
Has your flight been delayed on the runway? The discomfort of those days are gone since airlines are committed to making every effort to provide food, water, restrooms and access to medical treatment while the plane is on the ground for an extended time, without the ability of passengers to access the terminal. Each Airline on the runway will work with other planes waiting for departure or arrival. They will share facilities and make gates available in case of emergency.
9. Handle "bumped" passengers with fairness and consistency:
Wasn't this already being done? If you have ever been bumped unfairly, this point should correct it in the future. The Airline will let you know, upon request, if your flight is overbooked (whenever the information is available to the airline employee.) You will always be informed of check-in deadlines. If a problem arises and you can't be boarded, and you have confirmed reservations, you will also be notified.
10. Disclose travel itinerary, cancellation policies, frequent flyer rules, and aircraft configuration:
Each airline will disclose to the customer: (i) any change of aircraft on a single flight with the same flight number; (ii) cancellation policies involving failures to use each flight segment coupon; (iii) rules, restrictions and an annual report on frequent flyer program redemptions; and (iv) on request, information regarding aircraft configuration, including seat size and pitch.
11. Ensure good customer service from code-share partners:
Each airline is committed to ensure that their code-share partners make comparable customer service plans and policies.
12. Be more responsive to customer complaints:
Every airline will have its own Customer Service Representative responsible for handling passenger complaints and getting all written complaints a response within 60 days. Each airline will develop and implement a Customer Service Plan for meeting its obligations under the Airline Customer Service Commitment. Customer Service Plans will be completed and published within 90 days and will be fully implemented within 6 months. Airline implementation will include training for airline reservation, customer service, and sales personnel to enhance awareness of the responsibilities involved in implementation of the Customer Service Commitment and Plans. The Airlines will publish and make available their Customer Service Plans: (i) on airline Internet Websites; (ii) at airports and ticket offices (upon request); and, (iii) to travel and reservation agents.
These 12 points were made available, courtesy of the Air Transportation Association. The most recent and last unforeseen incident was with Jet Blue during an ice storm in the winter, the week of Valentines Day in February. People suffered delays with no contingency plans and David Neeleman, founder and CEO acted promptly with a move to get these policies established through out the industry. He published an ad in about 5 large cities that were affected by delays.
The ad said this:
''We are sorry and embarrassed. But most of all, we are deeply sorry.''
