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Airline Customer Service Plans

In September 1999, U.S. airlines that are members of the Air Transport Association released Customer Service Plans that fulfill a commitment made by the association to the traveling public. These plans describe what the carriers will do in areas such as:

notifying passengers of known flight delays and cancellations
meeting customers’ essential needs during long on-aircraft delays
allowing reservations to be held or tickets to be refunded within 24 hours of purchase
being more responsive to customer complaints

Other commitments to air travelers to improve service are also covered. The following links will take you to the airlines’ Customer Service Plans on the air carriers’ web sites.

Air Transport Association model plan
Alaska Airlines
American Airlines
Continental Airlines
Delta Air Lines
Hawaiian Airlines
Northwest Airlines
Southwest Airlines
United Airlines
US Airways

Office of Aviation Enforcement and Proceedings
U.S. Department of Transportation
1200 New Jersey Ave, SE
Washington, DC 20590
http://airconsumer.ost.dot.gov