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Summary

On April 11, the Inspector General testified before the Senate Committee on Commerce, Science, and Transportation regarding refocusing efforts to improve airline customer service. The Inspector General testified that: (1) airlines need to refocus their efforts to improve customer service; (2) the Department needs to take a more active role in airline customer service issues; (3) airlines must overcome challenges in mitigating extraordinary flight disruptions; and (4) airlines must implement more effective contingency plans for long onboard aircraft delays.