The American Society of Travel Agents (ASTA) expressed its "deepest appreciation" for the Massachusetts Port Authority's (Massport) Guaranteed Passenger Standards Program, a first-in-the-nation program designed to hold airlines accountable for delivering basic customer services to Logan International Airport's 27 million passengers a year.
In a letter to Mark E. Robinson, chairman of the Massport Board, ASTA President and CEO Richard M. Copland, wrote " We welcome your pioneering efforts among airports seeking to improve today's unfortunate state of air passenger service."
Under Massport's Guaranteed Passenger Standards program, a number of services will be monitored and evaluated at Logan, including baggage delivery, ticketing waiting lines, and accuracy of flight information during delays or cancellations.
"It is especially welcome and encouraging, therefore, that Logan has launched its program with the objectives of improving customer service. Clearly, in the absence of airline cooperation, airport, travel agents, and other components of the travel system will have to become more aggressive on behalf of the consumer," wrote Copland. The standards were determined by examining the airlines' own goals. On a random basis, Massport staff will survey up to 12 airlines a month to ascertain if they are meeting Logan's customer standards for various passenger services.
ASTA has more than 15,000 members in the U.S. The Society is the world's largest and most influential travel trade association with over 26,000 members in more than 170 countries