The report found that the number of chronically
delayed flights jumped from 8,348 to 40,868
between 1999 and 2000. A chronically delayed
flight is one that arrived at least 15 minutes
later than scheduled 80 percent of the time
during a month.

Star Tribune

-- spider (spider0@usa.net), February 13, 2001

Answers

Inspector General Calls For Better Customer Service

On the other hand, in 21% of nearly 550 flight delays
observed by the report, the flight-information display
system showed the flight as on time when it had in fact
been delayed for more than 20 minutes.

. . .

Airlines agreed to focus on customer service in June
1999 to avert congressional approval of a passenger
"Bill of Rights." which would have imposed strict
standards enforced by the Transportation Department.

Still, carriers maintain that the source of customer
frustration isn't their service but the nation's outdated
air traffic control system and inadequate airport
infrastructure. Airline officials contend that the
lack of infrastructure creates major capacity shortages
and contributes to the delays.

"Yet the [FAA], which so powerfully influences our
ability to deliver on our promises, operates today
without a mandate for reliability or customer satisfaction." Reagan's deregulation?

AirWise

-- spider (spider0@usa.net), February 13, 2001.