The Kinder, Gentler FAA

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Agency Launches Customer-Service Programů

Imagine an FAA where friendliness, fair play and good "customer" relations are the priorities. Visit your local FSDO in coming months and the agency's brass is hoping you're in for a surprise. The FAA Office of Regulation and Certification ("AVR") is pressing ahead with its new AVR Customer Service Initiative to treat the pilots more like customers. Now, we don't expect to see door greeters or free roses on Mother's Day but the agency we sometimes love to hate has promised to try and make our visits to its facilities a bit more pleasant, depending, of course, on the circumstances. FAA employees are being reminded to be consistent and fair in applying the rules, resolve disputes quickly and make better decisions regarding documents, regulations and certification. But courtesy is a two-way street and the agency is looking for some respect from us, too. Namely, it hopes we understand that safety is the FAA's main priority and that if we do have a beef, we should articulate it in a professional manner, make sure we have all the documentation and use the chain of command to elevate concerns.