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Summary

On April 20, the Inspector General testified before the House Transportation and Infrastructure Aviation Subcommittee regarding actions needed to improve airline customer service. The Inspector General testified: (1) that airlines must refocus their efforts to improve customer service; (2) the Department should take a more active role in airline customer service issues; (3) airlines must overcome challenges in mitigating extraordinary flight disruptions; and (4) airlines should improve customer service for passengers who are stranded on board aircraft for extended periods of time.