美國會警告各大航空公司改善客服

U.S. lawmakers have put the nation's airlines on notice: Improve customer service or we will make you.

The House Transportation and Infrastructure Committee held a hearing for top airline executives to testify, and to determine how Congress might respond after a passenger was violently dragged off an overbooked United Airlines flight.

“Seize this opportunity,” committee Chairman Bill Shuster, a Pennsylvania Republican, told United CEO Oscar Munoz and other airline executives at a hearing. Otherwise, “we're going to act and you're not going to like it,” he said, predicting a “one-size-fits-all” solution that may serve some airlines but not all.

Munoz apologized repeatedly for the removal of David Dao, 69, who last month refused to give up his seat to make room for airline employees. The video of airport police dragging Dao from his seat went viral.

“In that moment for our customers and our company we failed, and so as CEO, at the end of the day, that is on me,” Munoz said. “This has to be a turning point.”

Munoz was joined at the hearing by United President Scott Kirby and executives from American Airlines, Southwest Airlines and Alaska Airlines.美國國會議員們告誡美國各大航空公司，主動改善乘客服務，否則將迫使他們改善。

美國衆議院交通和基礎設施委員會爲美國各大航空公司的高管舉行了一場聽證會，聽取他們的證詞，以決定在一名乘客被暴力拖拽出美聯航一次超額售票的航班事件後，國會將如何做出反應。

委員會主席比爾·舒斯特在聽證會上告訴美聯航首席執行官奧斯卡·穆諾茲和美國其他航空公司高管說，“抓住這次機會”。他說，否則“我們將採取你們不會喜歡的行動” 。他同時預計，“一刀切”的方法只適用於一些航空公司，而不是所有航空公司。

上個月，69歲的乘客杜成德拒絕爲美聯航職員讓位而被強行拖走，機場警方從座位上拖拽杜成德的視頻在網上瘋傳。美聯航首席執行官穆諾茲一再爲此道歉。

穆諾茲說，“那一刻，對於我們的乘客和我們公司而言，我們失敗了，作爲首席執行官也一樣，最終這都是我的失職。這必須成爲一個轉折點”。

與穆諾茲一起參加聽證會的還有美聯航董事長斯科特·科爾比，以及來自美利堅航空公司、西南航空公司以及阿拉斯加航空公司的高管。