Smart Meetings October 2022 Digital Issue - 41

" WE'VE NEVER SEEN A SUMMER
LIKE THIS ONE IN TERMS OF SHEER
NUMBER OF DELAYS AND CANCELLATIONS. "
-William McGee senior fellow for aviation, American Economic Liberties Project
T
his summer, U.S. airlines tested the
patience and breaking points of travelers
and meeting professionals across the
country.
A dependable network of flights across the
country and the world is the backbone to getting
attendees to events fresh and ready to participate.
" The entire travel industry is committed to
improving the traveler experience, " said Geoff
Freeman, president and CEO of U.S. Travel
Association. " We simply can't grow if we provide
the traveler with a reason to stay home. "
Last-minute cancellations and long delays saw
flyers making last-minute hotel arrangements
and losing precious business days in the process.
What can be done to return the industry to
a more customer service-focused mindset and
restore certainty to the business travel experience?
Let's start with the political backlash.
STRONG WORDS
U.S. Department of Transportation Secretary
Pete Buttigieg sent " a strongly worded letter " to
airlines asking them to give consumers refunds
and money for food and accommodations when
flights are canceled. In the letter, citing a cancelation
of 3.2% of flights and a delay of 24% percent
of domestic flights in the first six months
of the year, Buttigieg wrote, " These are missed
birthday parties, graduations, time with loved
ones and important meetings. "
He also announced a new dashboard where
flyers could find " easy-to-read, comparative
summary information " on what each of the large
U.S. airlines would offer to passengers when
delays or cancellations are caused by factors
within the airline's control.
" When passengers do experience cancelations
and delays, they deserve clear and transparent
information on the services that your
airline will provide, to address the expenses and
inconveniences resulting from these disruptions, "
Buttigieg wrote.
" The Department asks that airlines, at a minimum,
provide meal vouchers for delays of 3
hours or more and lodging accommodations
for passengers who must wait overnight at an
airport because of disruptions within the carrier's
control. Regardless of the cause of the delays or
cancelations, the Department expects airlines to
provide timely and responsive customer service
during and after periods of flight disruptions, " he
said in the letter.
Also this summer, as airline chaos continued,
Senators Elizabeth Warren (D-MA) and Senator
Alex Padilla (D-CA) wrote to Secretary Buttigieg
on July 26 saying " Americans are spending far
more money for a substandard travel experience-and
sometimes to not fly at all. In the
face of these challenges, the Department of
Transportation has the authority to take meaningful
actions to hold airlines accountable for
avoidable delays and cancellations and stem
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Smart Meetings October 2022 Digital Issue

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