DOT Task Force on Tarmac Delays

Issue
Passenger inconvenience and discomfort during lengthy ground delays have been at the crux of air traveler dissatisfaction in recent years. Highly publicized incidents of passengers being stuck on airplanes for many hours without any services have led airlines, airports, advocacy groups and government agencies to look at the matter more closely.

Background
On 12 November, 2008, IAPA completed its six-month representation on the U.S. Department of Transportation (DOT) Tarmac Delays Task Force, a nationalized initiative commissioned to identify proposed standards and processes for easing passenger inconvenience and discomfort during lengthy ground delays.  Task Force members, which included a blended representation of senior representatives from airports, airlines, consumer groups and government agencies, convened to identify and recommend specific passenger needs and customer service policy standards. The key service improvements recommended by the task force included:

• Greater integration of situational awareness information and services between airports, airlines, agencies and other service providers during delay events
• Access to food and facilities for passengers on-board aircraft or in the terminal
• Regular updates regarding delay status and passenger options
• Increased availability of airport and government agency services to properly accommodate passengers on diverted flights
• Ensuring that airport concessionaires, operations personnel and government security agencies remain accessible during lengthy ground delays

The importance to our members
Commissioned in April, 2008, the Task Force represented the first time that a passenger-comes-first initiative was undertaken by a cabinet-level agency, drawing greater focus on passenger service. IAPA stressed the importance of the Task Force as an important and necessary first step, and applauded the leadership exhibited by DOT in mandating an air service initiative specifically geared toward bringing attention to, and relief for, air passengers involved in lengthy on-board and ground delays. Although this initiative focused on U.S. airlines, IAPA insists that the global implications are undeniable. Airspace and airport congestion delays are a daily occurrence all over the world and the manner in which all stakeholders (airlines, airports and governments) deal with resulting delays will be a matter of concern for IAPA and its members for the foreseeable future.

IAPA's position
IAPA praised the initiative as a model for concrete policies and standards that airports, airlines and government agencies could follow, but the organization also expressed disappointed that the task force stopped short of including time specific trigger thresholds for communicating real-time departure and arrival updates. IAPA and several other participants strongly felt that such triggers would have afforded delayed passengers clearer options for deplaning, returning to the gate, rebooking itineraries and/or communicating with family or business contacts. IAPA concluded that, despite the market realities that customer service cannot be legislated in a deregulated industry, IAPA was encouraged that Task Force members were able to engage in a valuable dialogue, which identified more than 80 passenger needs requiring priority attention of airlines, airports, and governmental agencies in accommodating stranded air passengers.

Status
The resulting document has been submitted to the Secretary of Transportation for consideration. It sets forth a comprehensive list of communication standards and passenger requirements for each vested party to use to effectively recognize passenger concerns and service needs during lengthy airport and tarmac delays. IAPA will follow up on this matter during 2009.

Updated: 17 December 2008