"We believe that most Americans recognize that security is about risk minimization, not risk elimination," said James C. May, chief executive of the Air Transport Association. "While there will always be room for improvement, based on the number of people traveling by air today, it's clear that the public thinks things are on the right course."
Additional Security Lanes: The TSA opened two additional security lanes last week at the North Pier of Reagan National Airport's Terminal C, which is primarily used for US Airways flights.
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The additional lanes allow passengers to pass through security more quickly.
During heavy travel periods, US Airways plans to use the two lanes for first-class passengers or frequent fliers with at least 25,000 award miles.
Von Walter said the security lanes would not be reserved solely for US Airways passengers but would be made available to passengers on other airlines to prevent slowdowns through the checkpoints.
"We want to take advantage of those extra spots and maximize the use of the new metal detectors and X-ray machines," she said.
The TSA has added lanes at other area airports. Since January, Dulles International has opened five new lanes and, beginning May 1, Baltimore-Washington International will have two new lanes.
US Airways Upgrades: If a US Airways customer service representative seems relentless in trying to sell you a first-class upgrade, the agent may be responding to a new airline incentive.
Now through August, agents will be paid a bonus for each first-class upgrade they sell. Under the program, agents receive 3 percent of every upgrade they sell at the gate for $50, $100 or $150, the price depending on the length of the trip.
Upgrades sold to Europe, the Caribbean, Mexico, San Juan, Virgin Islands or Central America are excluded.
According to an internal US Airways memo, the airline generated nearly $6 million in upgrades last year.
Question of the Week: Have you recently had airline customer service that was so lousy you vowed never to fly that carrier again? By contrast, have you had a particularly enjoyable customer service experience? Send your comments to alexanderk@washpost.com. Don't forget to include your name and, more important, a daytime telephone number where you can be reached.
