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首页> 外文会议>ATRS world conference >Saving the Airline Industry from Itself: An Analysis of the United States Department of Transportation’s Regulations Addressing Various Service Deficiencies in the Much Beloved Deregulated Airline Industry
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Saving the Airline Industry from Itself: An Analysis of the United States Department of Transportation’s Regulations Addressing Various Service Deficiencies in the Much Beloved Deregulated Airline Industry

机译：从自身拯救航空公司行业：对美国交通部规定的分析，涉及众多心爱的注释航空公司行业的各种服务缺陷

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The deregulation of the U.S. airline industry was based on the idea that greater competition among airlines would benefit consumers with lower fares and improved service (United States Government Accountability Office, 2006). In general, airline passengers experienced a decline in air fares, largely attributable to the increase in competition (Morrison & Winston, 1990). The enactment of the policy resulted in a 55% increase in passenger traffic during the first decade (Button, 1998). Increased competition and rising operating costs put tremendous pressure on carriers (MIT Global Airline Industry Program, 2012). Between 2000 and 2008, U.S. passenger airlines lost more than $60 billion (United States Government Accountability Office, 2011). As a result, airlines are continually finding ways to reduce their costs and increase revenue in order to survive in an extremely competitive environment. Some of the cost reductions have impacted customer service in a negative way. The airline industry’s customer service problems are often highlighted during flight delays, cancellations, and on-board delays. In 2007, 29 percent of all flights were cancelled or delayed, affecting about 163 million passengers (Scovel III, Status Report on Actions Underway To Address Flight Delays and Improve Airline Customer Service, 2008). While the causes of these flights disruptions is often due to many factors including weather, airspace congestion, and airport capacity, the airlines themselves often receive the most criticism from the flying public in terms of how they fail to respond to the needs of passengers during these situations. Over the past 13 years, there have been several incidences where passengers have been stuck on airplanes on the ground at airports without being allowed to disembark. In January 1999, hundreds of passengers were stuck on aircraft operated by Northwest Airlines for up to 8 hours at the Detroit Metropolitan Airport without the possibility of disembarking. Similar events occurred throughout the past decade as well. The manner in which the industry, government regulators, and passengers have dealt with customers service issues related to delays and cancellations has varied. From a civil law perspective, the traveling public has limited options in seeking judicial relief under a theory of contract or tort law for many airline customer service related issues. Similarly, passengers are generally prohibited from relying on state consumer protection laws to help them obtain relief from airlines because of customer service related issues because the Airline Deregulation Act of 1978 forbids it. Finally, the airline industry’s attempt to create customer service standards, while effective in some areas, has been mixed and somewhat ineffective in dealing with cancellations as well as flight delays. The federal government, however, is in a unique and perhaps the best position to address airline customer service issues. First, the DOT has the responsibility to act in the public interest in supporting the development of a safe and efficient air transport system in this country. Pursuant to this mandate, both the U.S. Congress and the DOT (including the FAA) have the authority to enact statutes and regulations that address deficiencies in the aviation system. The DOT, itself, also has the authority to enforce those laws. Moreover, the federal government has oversight authority over other aspects of commercial transportation that contribute to cancellations and delays such as the National Airspace System and aviation security. Finally, because the Congress, in enacting the ADA, limited passengers’ ability to take legal action against airlines, the federal government may have a greater obligation to address these issues on behalf of the traveling public (Statland v. American Airlines, 1993). Beginning in 2009, the DOT began the process of enacting a series of new regulations designed to better addre
机译：美国航空公司业的放松管制是基于思想，即航空公司的竞争更大的竞争将使消费者受益于票价和改善的服务（美国政府责任办公室，2006年）。一般而言，航空公司乘客在航空票价下降，主要原因是竞争增加（Morrison＆Winston，1990）。该政策的颁布导致首次十年的客运量增加了55％（按钮，1998年）。竞争增加和运营成本上升对运营商的巨大压力（MIT全球航空公司业计划，2012年）。 2000年至2008年间，美国乘客航空公司损失了60亿美元（美国政府责任办公室，2011年）。因此，航空公司正在不断寻找降低成本的方法，并增加收入，以便在极具竞争力的环境中存活。一些成本减少对客户服务产生了负面影响。航空公司行业的客户服务问题通常在飞行延误，取消和板载延误期间突出显示。 2007年，所有航班的29％被取消或延迟，影响了大约1.63亿次乘客（Scovel III，正在进行航班延误的行动的地位报告，并改善航空公司客户服务，2008年）。虽然这些航班中断的原因往往是由于许多因素，包括天气，空域拥塞和机场能力，而且航空公司本身通常会在他们在这些期间如何应对乘客的需求，从飞行公众中获得最多的批评情况。在过去的13年里，有几个事件额定行为，其中乘客在机场的地面上陷入架空飞机而不被允许下船。 1999年1月，数百名乘客陷入了由西北航空公司运营的飞机上，在底特律大都市机场长达8小时，没有下船。在过去的十年中也发生了类似的事件。行业，政府监管机构和乘客处理与延误和取消相关的客户服务问题的方式变化。从民法的角度来看，旅行公众在许多航空公司客户服务相关问题的合同或侵权法下寻求司法救济有限。同样，乘客通常禁止依靠国家消费者保护法律，帮助他们因客户服务相关问题而获得航空公司的救济，因为1978年的航空公司放松措施禁止禁止。最后，航空公司业试图创造客户服务标准，同时在某些领域有效，在处理取消以及飞行延误方面已经混合而且有点无效。然而，联邦政府处于一个独特的状态，也许是解决航空公司客户服务问题的最佳职位。首先，该点有责任采取公共利益支持该国安全有效的航空运输系统的发展。根据此授权，美国大会和DOT（包括FAA）都有权力制定解决航空系统缺陷的法规和法规。 DOT本身也有权执行这些法律。此外，联邦政府对商业运输其他方面的监督管理局有助于取消和延误，如国家空域系统和航空安全。最后，由于国会在制定ADA，有限的乘客对航空公司采取法律行动的能力，因此联邦政府可能更有义务代表旅游公众（attrand v。美国航空公司，1993）致辞这些问题。从2009年开始，DOT开始了制定一系列新的法规，旨在更好地加入

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