It is a great idea. I would suggest including a section stipulating some rules on (un)ethical behaviour of airline staff. I had an absolutely terrible customer service experience with Delta in JFK, when one of the Managers told me that "slavery times are over" after I complained that I am not treated well by one of the associates. I have tried complaining, and I all I have gotten in return is an apology... JFK is one of the biggest airports in the country, and experiences like this create a bad reputation for it.

In our society, holding anyone against their will for any period of time is a crime. Only in the airline industry is it an inconvenience. Since airlines today can have people arrested for causing a ruckus aboard an aircraft, passengers should be afforded the right to have airline officials taken into custody for inhumane treatment by their company.

That's ridiculous. If passengers want food or other amenities when stranded on the tarmac, the market will provide that. This isn't a public safety issue that needs to be regulated by Congress, it's a consumer issue that the market will take care of. I fly a certain no-frills carrier all the time that does not provide food, but does frequently offer the lowest fare possible. I would hate for my ticket prices to increase because Congress forced all airlines to stock meals on their plans on the off chance there is a delay.

Three hours is a ridiculously long time to be held hostage in an aircraft before it departs, etc.. One hour would seem long enough. Each airport should have/build a separate terminal for those flights being delayed for more than 1 hour.

I think supplying food and drink to passengers stuck on a plane for more than 1/2 hour is the least the airlines can do. I don't want to be stuck on a plane at all either. We pay alot of money to get from one point to fly and I don't appreciate being kept in a plane like cattle for up to three hours. They should also allow passengers to leave the plane into a designated area if the plane is going to be grounded for more than one hour.

While I like the idea of airlines being accountable for poor service, and can't imagine having to sit in a plane on a runway for 8+ hours, I have reservations about the government getting involved.

Already, airlines strip everything to the bone in order to keep costs down and flight prices low. Broad stroke legislation has historically been bad for private industry, and therefore consumers.

Will legislated "customer service" be better than airlines who compete by doing their own bills of rights? I find it hard to believe government mandates will be better for passengers than competition and passengers choosing airlines that address this to compete.

I could not agree with you more regarding: "if stranded on a plane longer than three hours. (I move to have that changed to three minutes.)" Three hours can be an eternity if you are stuck on a plane without food, water, and most importantly, access to restroom facilities that work. Do the airlines really appreciate how being stranded affects many, many fliers, escpecially those flying with young children or the elderly? Millions of Americans also suffer from claustrophobia, and being stranded for any length of time can cause panic attacks for these people. The airlines need to wake up and realize the impact of their "noncaring behavior".

What a load of . Since when has the government been able to recognize, let alone ensure, anyone's rights? We all already have, and can freely exercise, the right to spend our money elsewhere if an airline cannot live up to our expectations. Washington's involvement can only complicate and degrade

I appreciate the legal movement, but wonder if some of the treatment given to passengers is based on supply and demand. I have noticed that for over a year now, it is more expensive to travel by auto than by plane (distances considered). The result is an industry that used to be more business and executive customer-based now includes every save-a-buck individual, college student, gramma, or tourist. Over-booking, over-crowdedness, and heavy emphasis on security has airlines in a monopolistic position. Competition is what forces courtesy and care. Remember the days of full-service gas stations? "Check-your oil"; "Wipe your windows"; "Here's your stamps"; "Glassware'; etc. has been replaced by warnings of drive-off prosecutuons. Bye-bye courtesy!

I think for the Congress to step in and deal with such a petty issue is an absolute waste of their time, and shows they (Congress) has no clue how the markets, if left free will deal with this. Airlines are supposed to be free to operate how they wish, and if there is enough bad treatment on an airline, then go somewhere else. What's next, Congress deals with delays at doctors offices? How about the lady a Office Depot that treated me poorly one day? I know, lets have Congress legislate how the movie theater must treat me. Since when did it become a "right" to be protected by laws that flying be fun and trouble-free?

I for one am tired of the airlines always getting beat up with stories of poor service. I fly Southwest Airlines whenever I can, if they go where I need to go. I have never, in 30 years of flying had a bad experience with them. Only good experiences. Let me tell you of the latest experiences I had with a SUPER Customer Service Agent that works for Southwest. A few weeks ago I was returning to Dallas from El Paso and finished my work about 3 hours before my flight. I decided to go on to the airport and just wait for my flight, maybe read or sit at a bar. I checked in my bags, and sit down at a seat near my gate. A Southwest agent from a gate all the way across the aisle saw me sitting there and came over to ask me where I would like to go today. I explained I was booked and ticketed on the flight to Dallas leaving in about three hours. He said, "Sir, I am about to close a flight that leaves in 15 minutes, would you like to get home three hours sooner?" Of course, I would, but my bag is already checked on that flight, and I'd prefer not leaving without it. Then he says, oh so cheerfully, "Sir, if you'd like to get on this flight, I would be happy to go myself and get your bags and personally see that they get on this plane, if that's what you'd like to do?" Well, I did and he did, and I saw my 7 year-old son three hours sooner, all because that gate agent really lives the philosophy of Southwest. I didn't get his name, but if I would have, I would suggest Southwest give him a big bonus. I will try my best to fly Southwest, anytime, anywhere I can, not thanks to their prices, which are great. But thanks to the service their people ALWAYS provide me.

Great topic. My jaw hit the floor when I read "three hours." Three hours? Passengers have to be stranded for THREE WHOLE HOURS before the airlines have to do anything? What happened to a government FOR THE PEOPLE??? This sounds like legislation against the people.

I applaud the government's attempt to acknowledge that the airline industry has developed some serious flaws regarding passenger rights, but I have to agree that this doesn't go far enough. I would even be willing to compromise by giving the airline an hour-and-a-half to two hours to deal with whatever issues they might be having, but three hours on a plane? If Samuel Jackson isn't there to save us, then I want off.

The airline industry leaves a lot to be desired, but this is a start.

The reason we are in this mess of delays in the first place is that airport supply has not kept up with airline demand. In other words, the rate of passenger increase has far exceeded the rate of airport capacity increase. In the 1990's (I believe this was the period covered by a study I read, but not sure), while airline travel grew at a rate of something like 16%, airport construction grew at only 3% over the same period.

For too long, airport construction has been treated as a regional or local issue. Airport capacity is a federal issue. Delays at one major metropolitan airport can affect traffic across the entire country.

Airline travel is America's "mass transit." Congress should stop wasting its time with short-sighted regulations and spend its time instead removing the need for those regulations by approving money to build more airports.

If the government wants to get back into the business of regulating air travel, like it did prior to 1986, then it would make sense to pass laws that enforce these kinds of regulations, as the government would have a more direct say in the complete experience of air travel.

In absent of any of the above, I favor the "market-driven" approach. The airlines are excellent innovators and have, of necessity, had to reinvent themselves due to increased demand and competition.

Bring back airline regulation. Flying isn't enjoyable. The hub system is a failure when bad weather descends. Force a realistic take off and landing schedules so that planes aren't backed up on the ground or in the air. Make airfares cover the real costs and quit making airfares to less popular destinations subsidize the costs of those who travel to the popular destinations. Make sure there is enough leg room for long-legged people. It is past time for a bill-of-rights. Until the airline fares enable the airlines to make a fair profit, customers will continue to be mistreated in the pursuit of survival. I see re-regulation as the only hope.

As much as I agree that it can be frustrating and painful to be stuck, I don't think this is a government issue. Let the market work it out. Regulation will only serve to create byzantine compliance and higher fares for all.

OH my gosh - let the government handle this..wait a minute - let them get our troops home first, do something about the healthcare issues, help us with unemployment, hey what about our Social Security benefits!!!!?? NO, stay out of the airline business till you can fly straight with the REAL issues in front of you.

It's about time!! For once congress can and should do something for the people who pay them! Airlines have had it their way for far too long. All we keep hearing is we're going broke while the planes are packed full, makes you wonder doesn't it?? If their business model does not support a level of customer service that is consistent with the price, then get out of the business and let someone else do it.

Having just taken about 2 1/2 days to return to my home in Phoenix from Amsterdam, instead of 1 day, this issue is fresh on my mind.

I do have some suggestions for the bill of rights standards:

1) 3 hours is excessive. I watched 150 passengers sit on a plane, still at the gate, for an hour and a half, then get "deplaned" and stranded as the flight was canceled because the flight attendants (not the pilots) ran out of hours. The plane was in Philly, going to Portland, OR. The next morning when I got back to the airport (I got a hotel, because my delays were from another issue), those same passengers were in the CS line, and had spent the night in the lobby, not even enough pillows and blankets for everyone.

2) Our flight out of Amsterdam was 3 hours late getting off, so we missed our connections in Philly to AZ. The airline had booked us on the "earliest flight they could get us on, even checking with all other carriers (except SW of course)" which was the next day, going through LV, and getting us to Phoenix 24 hours later than our original schedule.

BUT, they did allow us to try going standby on the 2 remaining flights to PHX that day. This of course, didn't work, as lots of flights had been late, and lots of people were trying standby. In my opinion, when passengers miss connections, it's the airlines responsibility to get them out that same day, not 24 hours later. (Some of those Portland passengers had to wait until the next day again to get out, making them

2 days in the airport waiting).

There are a couple of ways airlines can do this. Add another plane, that wasn't scheduled, to the lineup, and the folks home. Hard to do, with flight schedules, FAA, gate space, etc. Plus, they don't keep a lot of extra planes sitting around for emergencies; just a few. Or, they can bump up the size of the plane, and put an extra 50-60 folks onboard, to get the folks home. Or, they can start offering money for volunteers to accommodate those stranded folks. They do that if they over book, but not, of course to accommodate stand-bys. Well, they need to spend the money, and do it.

Those are my thoughts. I've worked in the transportation industry for years. When a truck can't make it's commitment, for delivery, pick up, whatever, we put another truck on the road to pick up the slack. We keep enough extra vehicles and drivers available, via different sources.

Temp agencies are great for extra staff when needed, even for commercial drivers. Why not a pool of pilots and crews working stand by as well?

Hmm, thought for a new line of business!

Anyway, my tolerance level is low for stuff like this, because of my transportation background. If there is a will (or a regulation perhaps), there will be a way found!

-.D.L.

I am much less concerned with getting real half and half as opposed to the airlines having regard for my time. I am not a big traveler, however, only one time has an airline ever shown me courtesy and respect for my time. With the cost of everything going up, most of us are fine with not having little luxuries on our flights because we want it to be as cost effective as possible. However, we do not accept that our flights should be able to be delayed by hours and they think nothing of it! I have sat on a plane for over a couple of hours and had recirculated air blowing on me only to get sick, when the purpose of my flight was to take care of my grandmother after surgery. Needless to say, I wasn't much help. I think that accommodating people only after THREE hours is ridiculous! There needs to be much more pressure on the airlines to deliver their schedules, outside of weather delays. Even with weather delays, you would think that they could be a little bit more helpful when you get stranded! Yes, that too has happened to me!

I agree that something must be done to ensure that passengers are not stranded on planes for hours at a time. However, how pathetic is it that legal recourse is needed to make airlines provide basic customer service? A very sad indictment of the airline industry indeed.

Until the airlines and more importantly their employees buy into the fact that happy customers increase business, we will continue to hear more stories of stranded passengers and toddlers kicked off of planes by despot flight attendants.

While I agree that three hours is too long, expecting a plane to be fully stocked "just in case" is unreasonable and would probably increase costs. I prefer the return to the terminal option, prefereably in the 90 minutes to 2 hour time frame.
I disagree with those who say the market, supply and demand, will resolve this issue. It hasn't happened yet, and these are long standing issues.

I am VERY pleased that Congress is stepping in to do what the airlines clearly have refused to do for years - respect the public! Today Midwest Airlines is the only one that routinely treats passengers with respect – but they will disappear if “acquired” by another airline. Every single interview Airline Executives stresses their need to give profits to shareholders. That’s ALL they care about. That need certainly exists it ignores the "Public Trust", the basic right to be treated with respect even in the age of cut-rate prices. A national mandate clearly stating the rights of passengers will level the playing field for all airlines that operate in the US. I may not like the lack of decent food, absence of pillows, or the privilege of paying $5 for a headset so the crew can interrupt at will with inane drivel designed to show us how cute they are. But I can live with it. The real issues that several readers seem to miss are:
- Travel in some markets is limited to airlines with horrible service, lousy attitude, and no appreciation for the poor public schmucks that pay their salaries. Clearly “free market” doesn’t equal good service.
- Business travel does NOT afford the businessperson the option of travel by any other means – perhaps you were thinking trains go everywhere, or perhaps a nice drive from MI to CA sounds realistic?
- Once you're stuck on the tarmac for 4+ hours it is NOT possible to take your business somewhere else.
- Many delays are caused by weather, but passengers still deserve basic rights.
- A national passenger bill of rights is long, long overdue and the airlines won't do what's right unless forced to do so - and that IS what our lawmakers are supposed to do.

Now, let's talk specifics! Three HOURS crammed in an uncomfortable seat without food, water, air conditioning (MY experience,) the ability to move around, or even restroom facilities is not asking nearly enough. That's criminal! Let's start the clock ticking the minute passengers are locked on the plane, then give airlines, air traffic control, and everyone else who has the right to boss us around the friendly skies a maximum of 60 minutes of enforced obedience. After 1 hour everyone deserves to breath, move, potty, and drink water as needed. Not to allow this is unhealthy. How about after 3 hours on the tarmac, passengers be given the opportunity to “deplane” if they want. I've heard of people trapped on the tarmac over 6 hours without AC, water, nothing. Clearly the airlines only care about profit and they won’t do right by passengers unless forced to do so.

Yes, I strongly agree that they should provide a meal and drinks if the wait is 1 hour or longer.

But AS IMPORTANTLY when you miss your connecting flight through no fault of your own (*first flight take off delayed due to mechanical problems, overbooking problems, etc.) that the handicapped people in wheelchairs be among the priority people when boarding begins for the next flight that is made available for those who *missed their connections). I asked consideration for my husband who is handicapped and had wheelchair airport aid during all of our flights. We were almost faced with having to stay overnight in a hotel, but our luggage THAT HOUSED ALL HIS MEDICINES continuing on to our next destination. It was an US Air flight. When I asked the ticket agent (at the boarding door)...her uncaring, abrupt IGNORANT response...everybody could say they are a priority - "what is they were going to a wedding". My response to her was - that was ignorant and comparing apple to oranges. A disabled person having to have their medicine can be life threatening and is thus a necessity ; a wedding (especially depending on "ones part" is a luxury!

It’s time for Congress to do what the airlines clearly have refused to do for years - respect the public! They’ve had more than 2 decades of deregulation and free market competition to prove they are worthy, and have FAILED. Every interview with Airline Executives stresses the need to give profits to shareholders. That’s ALL they care about. While that need certainly exists it ignores the "Public Trust,” the expectation to be treated with respect even in the age of cut-rate prices and services. A national mandate clearly stating the rights of passengers and penalties for failure to honor those rights will level the playing field for all airlines operating in the US. I may not like the lack of decent food, absence of pillows, or the privilege of paying $5 for a headset so the crew can interrupt my entertainment at will with inane drivel designed to show us how cute they are. But I can live with all that. The real issues that several readers seem to miss are:
- Travel in some markets is limited to airlines with horrible service, lousy attitude, and no appreciation for the poor public schmucks that pay their salaries. Clearly “free trade” doesn’t automatically get you fair trade….
- Business travel does NOT afford a businessperson the option of travel by other means – perhaps you were thinking trains go everywhere? Or a nice road trip from WA to FL?
- Once you're stuck on the tarmac for 4+ hours it is NOT possible to take your business somewhere else.
- Many delays are caused by weather, but passengers still deserve to have basic needs met.
- A national passenger bill of rights is long, long overdue.

Now, let's talk specifics! Three HOURS crammed in an uncomfortable seat without food, water, air conditioning (MY experience,) the ability to move around, or even restroom facilities is not asking nearly enough. This is criminal! Let's start the clock ticking the minute passengers are locked on the plane, then give airlines, air traffic control, and everyone else who has the right to boss us around the friendly skies a maximum of 60 minutes of enforced obedience. After 1 hour everyone deserves to breath, move, potty, and drink water as needed. Not to allow this is unhealthy, plus it’s lousy customer service. How about after 3 hours on the tarmac, passengers are given the opportunity to “deplane” if they want. I've heard of people trapped on the tarmac 6 hours or more without AC, water, nothing. Clearly these mega corporations only care about profit. They have abused the Public Trust and won’t do right by passengers unless forced to do so by Congress.

Does no one recall in just the past 18 months there have been passengers stranded on the tarmac NOT allowed to leave for 10+ hours?

It is wrong that the airlines can make you sit for hours and hours without allowing you to leave.

Look what happened in Dallas. The plane landed 12 hours later the pilot said enough is enough and pulled into the terminal and deplaned the passengers.

His airline is going to be firing him.

Honestly if I was held hostage on the plane for 3 hours with no end in site I would call the police and DEMAND to be rescued.

In other occasions I have been told that the plane is having maintenance done and can not fly, then when asked later (hour) what is going on to be told. "Im sorry we dont have any communication with the plane, it is somewhere in the airport we are not sure where"

Mind you when I said "Oh really, after 9-11 your going to tell me you have no idea where your plane is? Hold on let me call the tribune (chicago) Im sure they would love to know your security is such that you dont know where your plane is."

Rather quickly a supervisor was sent over to explain they did know where the plane was. Finally I just said "look I can understand that perhaps flying the plane half loaded isnt good business, and you will loose money. But just tell me that now and give me my hotel voucher so i can leave now, rather than sit here while you make excuses for the next 4 hours until you say we are not leave and we need to get the morning flight.

I got her to sigh and give me the voucher. When I arrived in the morning the rest of the passengers from the night before were there waiting for the flight. I asked one and they said they kept them there for 5 hours before telling them they had to stay over night.

And for everyone who says Free market should rule.

If the free market ruled in the airline industry they would all have gone out of business by now with the bankruptcies they file over and over again. If they want to keep being bailed out they they have to do what the government wants the to do.

Plus besides the top 20 cities in the country how many places really has the option for passengers to "vote with their wallet" and choose another airline?

To me 12+ hours being held hostage on a plane. Im yelling I have a bomb. Ill go to jail for a bit to save the rest of the passengers and to make damn sure the press rakes that airline over the coals.

Sure that's great provide food and drinks....Ummm is there a 7-11 on the runway that the airlines don't know about? How about a drive thru window? Delivery? Get real people, let's waste OUR hard earned tax dollars somewhere else. Education perhaps.

My daughter & granddaughter (who was 3 mos. old at the time) was delayed 12 hours because her flight was cancelled out of Charlotte, NC. She could have drove to Florida in 8 hours.

My daughter & granddaughter (now 2) were delayed 3 1/2 hours going from Greensboro, NC to Bradley (which was suppose to be a direct flight), being shuffled from one airplane to another 3 times.

No explanations, nothing.

I asked the customer service rep why the flight was delayed. His response, in an annoyed manner was "I don't know" they don't tell me anything. I cannot help you.

I can understand delays due to weather, but in both cases this was not so.

They will not fly again.

What is going on with these airlines. They seem to have no regard or respect towards their passengers. It's a take it or leave it attitude.

I travel for business every Monday morning. I use several airlines throught the year.
Without exception, the domestic carriers are terrible at customer service. I have had numerous flights cancelled without explanation; I have to pay extra out of pocket to get back home; I have had baggage lost, I was 6 hours late arriving home due to multiple mechanicals on the same airplane; I don't remember when I last left on time, and connections have become a nightmare, because of delays with the originating flight. The cost of changing flights is riciculous.

We need a passenger bill of rights that has meat, not some capital hill political compromise. Maybe if every congressperson had to routinely fly on the domestic carriers, there would be a sound bill passed.

Talk is cheap. Wait and see what it reads like after the ATA and Congress get through with it. Some comments relate to allowing market forces to take care of it. I disagree, if market forces worked we wouldn't be talking about this now. We are now held hostage by inept management and politicians whose only concern is the next election. The state of the industry has deteriorated immeasurably since deregulation. Congress under estimated the ability of the airlines to cut their own throats. Keep your bill of rights, I'll drive.

Customer service in the airline industry has been on the decline since deregulation which is why I left the industry as a Reservations Sales Representative in 1987 after 14 years of service. Where flying used to be something I enjoyed and looked forward to it is now an unpleasant experience we have to endure when traveling on business or vacation. I have even extended vacation time so that I could travel by auto when possible.

I had an MBA professor who said he was baffled by the airlines pricing and competition. They fly a passenger on a router that costs them $200 to fly a 200 lb passenger from tarmac to tarmac, yet they charge $183 for it. What? Who started this? He gave the cereal aisle as a comparison. There's no monopoly there - Kellogs, Post, etc. Lots of cereal makers. Yet even though it costs less than a buck to make a box of cereal, even the cheapest brands still start at $2.99 for a box. Everybody makes a profit, yet they are all selling essentially the same thing (wheat, corn, etc. in a box). Why do the airlines lose money and take it out on the employees and passengers (e.g. scheduling so tight that the slightest drop of rain ripples the whole schedule out of whack)? He's one of the best business professors in the world and remains baffled to this day. He says its a culture of insanity that will only end after all the "traditional" (re: Major) airlines go bankrupt and new ones replace them that don't subscribe to this insanity. I'm with him on that.

All legislators, House and Senate, should be required to fly Coach as Anonymous Citizens throughout their Term. They can have their Assistant / Aide with them, and even ensure the Sky Marshal is alerted to their presence, but they need a REAL understanding of the reality of the average American Passenger if they are going to regulate this industry ( and subsidize it in times of Bankrupcy ). AND, that experience should start at Curbside - no special lanes through Security and no special Baggage Area.
These are OUR elected officials, not some newly minted Royalty. While they are In Office, they should serve OUR best interests with first-hand knowledge and compassion. ( They can return to their Private Jets and / or First Class when they leave Office and pick up their Private Life and their Trust Funds ).
Hold a US Senator "Hostage" for a few times, and we'll see a Passenger Bill of Rights with some appropriate Teeth !!

One of the casualities ( besides outright Customer Service ) of Airline Deregulation has been the buy-up or loss of the "mid-tier" Airlines. Another has been the consolidation to a Regional Hub Airport System where one or two of the remaining Mega-Airlines has a dominant presence at each. These acts of self-serving consolidation not only seem akin to monopolistic, but have proven to be terrible dis-services to the flying public. The degree of consolidation leaves the entire air-traveling nation at such a risk of delays or strandings due to singular weather events such as thunderstorm cells or squall lines that an actual mini-industry has sprung up on national TV with hourly Air-Delay Updates.
Perhaps it will take Federal Regulations to force a break in this inward spiral. It seems that it would be in everyone's interest ( passengers / airlines / peripheral industries ) that singular Regional Hub airports be updated with alternatives - still within the Regional area but separated enough to provide some resiliency to most moderate weather events ( we'll leave hurricanes beyond consideration - besides, heaven forbid, when such disasters strike we do have bigger issues to address ). The industry has the capacity and the management and scheduling skills to adjust in case weather socks-in one Regional Hub to shift all meaningful connections to the alternative airport, and allow the majority of the Nation to proceed without interminable Delays and Ground Stopages. If UPS and FedEx and DHL can do it, getting perishable goods to market through all sorts of weather, surely the passenger airline industry can too. ( And without treating each individual with less sensitivity that those cardboard packages.)

I think there also needs to be more transparency and auditing of flight delays. Airlines need to be held accountable for the schedules. I think the airlines blame the weather way too often for delays. If a flight is delay because of a mechanical issue this is the airlines problem. Travelers should be compensated in some way. I’m not talking about the 15 - 20 minute delays. But anything over an hour maybe?

Yes, weather and factors out side of the airlines control do cause delays. Airlines should not be accountable for those. But there really isn’t very much, if any accountability for delays that are within their control.