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Airlines rally, but customer service falls

23 November 2006

U.S. airlines are pulling out of their financial tailspin but most are not paying close enough attention to customer service, especially when it comes to providing useful information on delays and cancellations, a government watchdog reported on Wednesday.

Additionally, the Transportation Department is doing a better job of overseeing consumer protection issues, including civil rights complaints. But the agency almost always forgives fines or other penalties if the airline agrees to correct the problem, and there is little or no follow-up, the agency’s inspector general, Calvin Scovel III, said in his report.

source: Reuters

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