US: Senators grill aviation officials over customer service

US Senators turned on the airline industry Thursday as lawmakers discussed possible tougher oversight, including a passenger bill of rights, in the wake of mounting disquiet over customer service. Senator Richard Blumenthal said he was pursuing a passenger bill that could include punitive damages on airlines for flight delays alongside an array of customer-service guarantees. “I take no pleasure in beating up on the airlines, but in this case it is warranted,” said senator Bill Nelson at a hearing convened by a subcommittee of the Senate Committee on Commerce, Science and Transportation, following the forcible removal of a passenger from a United Express flight last month. Nelson proceeded to give everything from carriers’ information technology systems to damaged airport wheelchairs a bashing. <br/>