WASHINGTON, Dec. 12, 2016 – Airlines for America (A4A), the industry trade organization for the leading U.S. airlines, today commended all stakeholders for collaborating with the Department of Transportation (DOT) ACCESS Advisory Committee to improve the flying experience for travelers with disabilities.
The ACCESS Advisory Committee, which included stakeholders from the Department of Transportation, disability advocacy organizations, airlines, aircraft manufacturers and others, worked collaboratively over a six-month period to reach consensus on proposals to enhance accessibility of lavatories on single-aisle aircraft and in-flight entertainment systems. The group’s recommendations will be incorporated into a future DOT rule, including a period for public notice and comment.
“U.S. airlines are committed to offering the highest levels of customer service and go above and beyond to ensure a pleasant flight experience for all of our passengers, especially those in need of additional assistance,” said A4A Senior Vice President and General Counsel David Berg. “A4A was proud to support our members on the ACCESS Advisory Committee and we commend DOT and our participating partners for taking a collaborative approach toward delivering solutions that offer a great benefit to the traveling public.”
Berg noted that 2.2 million people fly every day on U.S. airlines, and these passengers are benefiting from better customer service. The customer complaint rate to DOT remains remarkably low, with only 1.58 complaints per 100,000 passengers (through Sept. 2016). In fact, customer satisfaction is at an all-time high – which was affirmed by the American Customer Satisfaction Index, JD Power and the IPSOS survey commissioned by A4A, which indicated that 80 percent of 2015 flyers were satisfied with their overall travel experience.
Annually, commercial aviation helps drive $1.5 trillion in U.S. economic activity and more than 10 million U.S. jobs. U.S. airlines fly 2.4 million passengers and more than 58,000 tons of cargo each day. Airlines for America (A4A) advocates on behalf of the American airline industry as a model of safety, customer service and environmental responsibility and as the indispensable network that drives our nation’s economy and global competitiveness.
A4A works collaboratively with the airlines, labor, Congress, the Administration and other groups to improve aviation for the traveling and shipping public.