Proposed U.S. Rules Seek to Improve Airlines’ Service

The Transportation Department, pressing its effort to alleviate flight delays and improve the quality of service by the nation’s airlines, on Thursday proposed broad new rules that could include an on-time performance standard with civil penalties for violators.

In releasing the proposals, Transportation Secretary Elizabeth Hanford Dole said that her agency “will do whatever is appropriate to ensure that consumers are treated fairly and adequately informed. At the same time, we will take no action that compromises public safety.”

The department sought 30 days of public comment on 73 pages of proposed regulations that involve the scheduled performance of the airlines and services ranging from computer ticketing to lost baggage. A final regulation could be issued next month.

No Specific Standards

One key provision could establish a performance standard for airlines with possible civil enforcement penalties, although no specific standards have been worked out.

“Such a standard might encourage improved on-time performance since there would be a greater likelihood that civil penalties would be imposed if violations were found,” the department said.

“Areas that need to be addressed include what the performance standard should be and how to define a “late flight,” the proposal said.

Under the proposed rules, airlines could be required to publicly disclose their on-time performance records and other information about delays and canceled flights.

The announcement of the proposed rules came a day after the Transportation Department released figures showing a significant jump in consumer complaints in May, compared to the previous month. And, for the first quarter of 1987, the department said that it had received 4,893 consumer complaints, a 43% increase over the same period in 1986.

Interest Grows in Congress

There has also been growing interest in Congress in legislation that would require the airlines to disclose more flight information and provide more protection for consumers.

Dole said in a statement that she was pleased that the airlines have discussed changing hundreds of flight schedules to help reduce delays.

“However, over the course of the past year, airline passengers have been experiencing increasing levels of flight delays, which are not only costly to consumers but cause considerable inconvenience,” Dole said.

According to the Federal Aviation Administration, more than 417,000 flights had a departure or arrival delay of more than 15 minutes in 1986.

Called for Protection Rule

The department’s proposal noted that American and Continental airlines, along with consumer groups, have asked the agency to consider a consumer protection rule, while several other airlines have expressed support for on-time performance disclosure rules.

As one of the regulatory options, the agency will also consider whether to require that computer flight reservation systems rank airlines to more accurately reflect their actual on-time performance.

These systems now use the departure time and the elapsed flight time to determine the display position of flights on their computer screens. Since the displays typically can show only three to eight flights at a time, the airline’s position on the screen can increase its chances of selling seats on that flight.

The department will also consider whether these computer systems should display information about flights that are frequently late or canceled.

Other Proposals Weighed

In addition, the agency will examine a number of other proposals, including whether to require the airlines to file monthly reports on quality of service, such as telephone reservation response time, denied boardings, misconnections at hub airports, cabin amenities and the availability of discounted seats.

In the case of baggage, the proposal asks for comment on whether the airlines should be required to report on the number of bags handled as well as those that are lost or delayed on each flight segment.

Dole has publicly warned the airlines that, if they do not take steps to improve service and reduce delays, her agency will act. In announcing the proposed rules, she stressed, however, that her department has not yet determined which solutions, if any, it plans to adopt.