Do we need regulation for better passenger service in the airline industry?  Well, I don’t think we need regulation for price or route frequency or food.  We don’t.  We’re fine.  Aircraft are transporting people just fine every day and doing it credibly. 

However, where we could stand some government oversight is in how airlines meet or, rather, don’t meet obligations that are implied in the sale of a seat on a flight.  If airlines are going to charge baggage fees and term it a service, then there is an obligation on their part to transport your baggage as reliably as they are transporting you.  I do think some government regulation on this is appropriate.  For instance, if you don’t transport a customer’s baggage and deliver it back to them upon arrival, you should be required to refund that fee in full and get them their bag as soon as possible. 

Do we need them to regulate how they conduct their flights?  No but we do need a minimum service standard for things like delays on tarmac.  We have the 3 Hour Rule and while I think the jury is still out, there is some strong evidence that this rule is having its intended effect. 

Do we need to insist food be served?  No, not for free certainly.  But providing some kind of food and water in the event of a long delay isn’t unreasonable. 

Should airlines be allowed to set their prices?  Absolutely.  But when they set those prices, we should have a standard that enforces that *all* costs and/or potential costs are displayed *before* the purchase rather than just a base fare with taxes and fees. 

If an airline has to cancel a flight should the be obligated to transport you on another aircraft immediately?  No, they shouldn’t.  Airlines would have to carry tens of replacement aircraft at every major station and that’s unreasonable.  However, should be able to put you on a flight 5 or more days in the future?  No, they shouldn’t.  Once flights commence, 24 hours or less should probably be the standard in most cases. 

Yes, there is a place for regulation but it should be miminum standards and in areas where the airlines make a service promise but write contract language to absolve them of the very obligation they imply that they have.

Filed under: Airline Service, Deregulation by ajax
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