SPEAKER INDEX CONTENTS INSERTS AIRLINE CUSTOMER SERVICE COMMITMENTS: STATUS REPORT 1 ASPGREN 39 40 CARTY 34 40 45 47 48 53 56 57 58 59 60 61 64 65 66 67 68 69 DEFAZIO 13 45 46 47 48 49 50 DUNCAN 61 62 EHLERS 21 22 HALLETT 24 41 42 43 44 46 48 49 50 54 55 56 57 58 59 63 64 65 70 71 HORN 20 ISAKSON 50 52 53 KELLY 16 LIPINSKI 12 63 64 65 66 67 80 81 82 83 84 MEAD 72 77 78 79 81 82 83 MENENDEZ 17 34 53 54 55 56 57 58 59 60 61 MICA 10 13 16 17 20 21 23 24 28 33 34 39 40 41 42 43 44 45 50 53 61 63 67 70 71 72 77 78 79 80 83 84 MILLENDER-MCDONALD 23 MINK 24 OBERSTAR 20 THUNE 67 68 69 70 ZANDER 29 31 33 43 44 48 51 52 CONTENTS SPEAKERS INSERTS TESTIMONY OF CAROL B. HALLETT, PRESIDENT AND CEO, AIR TRANSPORT ASSOCIATION OF AMERICA; GLENN R. ZANDER, PRESIDENT AND CEO, ALOHA AIRLINES, INC.; AND DONALD J. CARTY, CHAIRMAN, PRESIDENT AND CHIEF EXECUTIVE OFFICER, AMERICAN AIRLINES, ACCOMPANIED BY BRAD ASPGREN, MANGER, AIRPORT AUTOMATION PAGE 24 TESTIMONY OF KENNETH M. MEAD, INSPECTOR GENERAL, U.S. DEPARTMENT OF TRANSPORTATION, ACCOMPANIED BY ROBIN HUNT, SAN FRANCISCO, CA PAGE 72 INSERTS SPEAKERS CONTENTS NO INSERTS IN THIS HEARING