Importance of Customer Service Dashboards Of the US Department of Transport (DOT)

 

Airlines describe in detail their policy when there is flight cancellation or delay by the airline itself. When these changes are caused by the airline itself, this is technically called controllable changes. Even when the policy is well defined and the same is available on public space, be it website or the e-ticket, there is always a complaint that the airlines do not follow it. Of course, there have also been instances that the passengers have not been aware of their rights when there are cancellations and delays. Now, in order to streamline the flow of information and to ensure that the passengers do get all this information, DOT decided to launch the various dashboards on its own website. These would provide all the required information pertaining to a specific service area and the passengers can easily view this information.

DOT had launched one Customer Service Cancellation and Delay Dashboard in summer of 2022. This dashboard was meant to inform the passengers about what services they are owed in cased of flight cancellation or delay done by the airline. Now, when these issues arise, the passengers can visit this dashboard and enforce the services which airline owe to them. Even the airlines have now become much more serious toward enforcement of their services which have been mentioned in their policies. Previously, no airline would take it all that seriously and the DOT was flooded with complaints from passengers.

Now, DOT has started another Dashboard- Family Seating Dashboard. This time it is about informing the passenger which airline does not charge a fee for family seating together. Most of the time, if a family is traveling, the airline would charge a fee to keep the seats of family together or they could not guarantee together-seating. However, this is changed now as the dashboard lists whether airline is guaranteeing this or not.

The impact of these dashboards, of which we can see many more coming, is that the airlines have begun to take these services seriously and these are not likely to remain only on paper, rather be translated to action on ground. Passengers are a happy lot as they can know in advance what to expect from the airline through these dashboards. These will also help DOT keep an eye on the offerings made by the airline companies.

Passengers are to gain the most as they are no longer going to remain ignorant about these services and the airline cannot go back on its promises made to the passengers.