If airlines don’t work to fix customer service issues on their own, the government will need to step in, U.S. lawmakers told several airline executives Tuesday. “There is no question we can do better, but we have made progress,” she said about the industry’s customer service. He noted that the airline industry is collecting near-record profits, and he accused the airline executives at the hearing of caring more about profits than about customers. “Let’s be honest with ourselves: You would not be here if you were not reacting to a situation,” Katko told the panel of airline executives. Representatives warned the airlines that if customer service did not improve, they could be subjected to a “one-size-fits-all” regulatory policy.

Source: Los Angeles Times May 02, 2017 17:40 UTC