Word: massport
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Dates: during 2000-2009
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This is the new battleground of customer rights: airport terminals. After watching service disintegrate and politicians fail to solve worsening congestion, airport managers are trying to fix the air-travel mess on their own. Massport, the regional authority that runs delay-plagued Logan, has taken the most radical step. In February, it became the first such authority in the nation to set minimum performance standards for airlines. Soon it will name names of underachievers in its "Guaranteed Passenger Standards" program, which requires carriers to shape up or face fines--or worse. "Airports have historically been run for the benefit...
...Massport plan is extremely controversial, but frequent flyers are rooting for it to succeed. The airlines are not amused. American Airlines' former CEO Robert Crandall told Freni whoever thought it up should have a lobotomy. Funny: Freni spent 20 years with American before joining Massport last year. The Air Transport Association, the airlines' powerful lobbying group, is outraged and plans to fight any punishment Massport metes...
Memo to airlines: Stop whining and start performing, because Freni and Massport aren't backing down. For one hour at least twice a week, Freni and his staff monitor the 12 largest carriers at Logan in six specific areas of customer service, from curbside check-in to baggage claim. For example, passengers should spend no more than five minutes checking in at the gate. Each airline gets a copy of the report and a note from Massport pointing out problems. Airlines, say Massport officials, are generally responding well and have already taken such corrective steps as adding personnel at peak...
Airports across the country are poised to follow suit. "Every major airport will pick up on Massport's plan if it succeeds," says Nancy Cassell, a spokeswoman for the Los Angeles Airport Authority. Last year San Francisco International, one of the most delay-prone airports, had to threaten legal action against carriers before they backed down and adjusted their schedules. Delays got so bad at New York City's La Guardia Airport last year that management forced the FAA to step in. Last week the FAA proposed solutions at La Guardia, including charging higher fees for airplanes flying at rush...
...Massport officials hope they won't need the FAA's help. "I doubt any airline will get so far off track that we have to impose a fine," says Freni. "But if they do," he warns, "they deserve...