The U.S. Department of Transportation "should take a more active role in overseeing customer service issues" in the airline industry, according to DOT Inspector General Calvin Scovel

. Scovel suggested airline and airport contingency plans, for example, "are still not adequate to handle" lengthy ground delays. DOT IG put forth several recommendations including targets for reducing "chronically delayed or cancelled flights;" requirements for airlines to post on-time performance information to their Web sites and to inform customers at the time of booking, "without being asked," if requested flights are oftentimes delayed or cancelled; self-audits for airline customer service plans; clear policies on how long ground delays can last before passengers are allowed to deplane; and requirements for hub airport operators to "establish a plan of action after an aircraft has remained for two hours on the tarmac."