Airline executives, including United CEO Oscar Munoz, were hauled to Capitol Hill yesterday to testify before Congress about all the recent customer service mishaps that have grabbed news headlines around the world.
I worked on Capitol Hill so I feel very comfortable in stating that the nauseating, grandstanding session by Members of Congress served little purpose than to capture soundbites for re-election commercials.
The Chairman of the House Transportation Committee is Bill Shuster (R-PA). Among the gems in his opening statement was this–
As a general rule, I don’t believe in over-burdening our businesses with regulation, or re-regulating industries that have been successfully de-regulated.
But I shouldn’t need to remind you that Congress will not hesitate to act, whenever necessary, to ensure your customers are treated with the respect they deserve.
If we don’t see meaningful results that improve customer service, the next time this Committee meets to address this issue, I can assure you, you will not like the outcome.
This from the man who is dating an airline lobbyist and enjoys partying with other top airline lobbyists in Florida.
What did we learn yesterday? Nothing. Faux outrage from Members of Congress mixed with well-rehearsed answers from airline representatives made for a lovely cocktail of sleep-inducing TV viewing.
If you have four hours, here is the complete video of yesterday’s hearing–
If you want one example of why I disdain these sort of Congressional hearings, fast forward to 57:50 where Ranking Member Peter DeFazio (D-OR) asks a rapid-fire series of questions about overbooking and change fees, but does not even give the airlines executives a chance to answer. Instead, he just interrupts them. Minutes later at 1:12:57 Delegate Eleanor Holmes Norton (D-DC) seems utterly confused by what it means to overbook.
You get the picture. Yes, I’m admittedly jaded, but I just don’t appreciate this kind of worthless grandstanding.
Word.
Thank you! But, unfortunately, is Congress not all about Grandstanding?
You are so right.
Agreed on Congress and politics – but let’s also agree that the airlines can’t be getting cops to beat up passengers sitting in a seat so employees can board.
Can’t we all agree that we know what Congress is like but honestly this was brought on by the airline industry disdain toward passengers. My opinion is that FA’s went from airline trolley dollies to a more serious and needed role post 9/11. But, it did not stop there and went on to a power trip in some that causes many people to hate flying and reduces most to handing over cash to be abused verbally at worst or at best get sub par customer service.
It’s not just United – we saw the angry FA with the lady with the stroller. Should she have brought it on board? No. Should the gate have taken it? Yep. But did they? Nope. So that results in the FA grabbing it and hitting her with it? Is this acceptable behavior toward a paying customer?
If so, then we don’t agree on the concept of a product and its’ value. When there’s a monopoly or a strong group that won’t change their ways, then that is where Congress comes in and messes things up like that did to finance wagging their fingers in 2009 and may just do the same to airlines.
I have no compassion for the airlines.
“So that results in the FA grabbing it and hitting her with it?” – Nope
The lady with the stroller was not hit. Please know the facts before you rant or jump to conclusions.
Agreed on grandstanding. But if it makes Oscar and the rest of the CEO’s pay more attention to common sense customer service, it is a stand worth suffering. If they don’t get the airport people the room to make commonsense decisions for the benefit of the customer (not necessarily the short term interest of the airline) it will NEVER improve.
I agree with Matthew about Congress, and their going through the motions, pertaining to being concerned about the lack of service, and how passengers are treated on commercial airline companies in the USA. However, let us not be so naive to think that Congress will do anything about this problem. Congress has not only ignored the service levels in the airline industry,, but has also ignored safety problems on aircraft. After all, what has Congress done going back decades, regarding safety problems in the airline industry? In 1996, a TWA Boeing 747 exploded over Long Island, en route to Paris. The FAA held extensive hearings, regarding the fatal accident. In the end, it was revealed that the configuration of the fuel tanks, and vapors remaining inside empty ones, caused the explosion. However, the FAA did not mandate retrofitting old fuel tanks, on older planes. Congress just stood by, regarding the FAA’s ruling, and did nothing. It appears that one hand washed the other. Congress and the FAA are figuratively speaking, in bed, with the various airline lobbyists. Also, after Capt. Chesley Sullenberger safely landed US Air Flt. 1549 in the Hudson, the NTSB made over three dozen safety recommendations to the FAA. The FAA ignored the vast majority of those recommendations. Again, what did Congress do to override the FAA, and pass legislation, which would havc mandated what the NTSB recommended? You guessed it; the do nothing Congress did nothing. It is the old saying in action, which goes, “you scratch my back, and I’ll scratch yours”.