(EMAILWIRE.COM, January 31, 2001 ) A government "report card" on customer service this week is expected to criticize airlines for long delays and other service problems. But an industry expert says most airline service problems are caused by things the airlines can't control - like bad weather and an air traffic control system first built in the 1940's and barely modernized since then.

Until runways and government air traffic control systems can be fixed -- and that will take years -- airlines are focusing on things they can control, like airplane comfort and technology to get people through airports faster.

Industry expert Darryl Jenkins of the Aviation Institute of George Washington University notes that airlines rarely get credit for what they do well, and airlines are doing lots more than they you might think. In this report, one airline cites its progress in this area.

------------------------

Produced for American Airlines

CONTACT:
Andrea Rader
American Airlines,
817-967-1577

------------------------

Contact Information:
American Airlines
Joseph Nchor
Tel:
Email us