New Hotline Allows Users To Weigh In

When it comes to suggestions on what the FAA and Lockheed Martin need to do to improve the flight service experience, the Aircraft Owners and Pilots Association notes both entities are listening... but pilots aren't reporting.

The FAA and Lockheed created the toll-free hotline -- (888) FLT-SRVC -- to discover glitches pilots are experiencing with flight service, and then use the information to fix them. That's a pretty proactive approach towards solving ongoing issues since Lockheed took over FSS operations in October 2005... the problem, according to AOPA, is that pilots are not reporting their complaints or compliments through the hotline.

"This past summer, calls were topping 130 to 150 a week. Now the number of complaints ranges from 10 to 30 a week, on average," said Melissa Rudinger, AOPA vice president of regulatory affairs. "As Phil Boyer heard at this week’s Pilot Town Meeting in Florida and from calls coming directly to AOPA instead of the hotline, we know more than 30 pilots a week are experiencing problems with flight service.

"We demanded this toll-free number as a way to help fix the flight service station (FSS) system, but it won’t be effective unless pilots start reporting what’s working and what’s not. The FAA and Lockheed can’t fix glitches they don’t know exist."

Lockheed and the FAA have assured AOPA they are working to improve the system, and want to know what problems pilots are experiencing -- dropped calls, long hold times, poor briefer knowledge or incorrect information, or other snags.

In addition to pilots reporting on their telephone briefing experiences, AOPA also offers on its website a downloadable AFSS Telephone Briefing Flight Planning Tips card, to have handy every time you call FSS. The card provides shortcuts, tips for helping the briefer give you the information you need, ways to make sure your flight plan has been filed, and the number to call to expedite your IFR clearance.

AOPA notes all calls to the hotline are followed up on, and Lockheed is held accountable for problems. The caller may also request a follow-up contact to make sure.

And, if you've had a particularly pleasant experience dealing with Flight Service of late... well, tell them that, too!

FMI: www.aopa.org, www.lmco.com, Call 1-888-358-7782 to report issues with FSS