Executives from major U.S. airlines faced intense scrutiny from senators on Wednesday, fielding sharp criticism regarding poor customer service, exorbitant fees, and what some lawmakers called a blatant disregard for passenger experience. The Senate Permanent Subcommittee on Investigations hearing saw representatives from American, United, Delta, Spirit, and Frontier Airlines answer questions about rising ancillary fees, a practice highlighted in a recent subcommittee report.

Senator Josh Hawley (R-Mo.) characterized the flying experience on these airlines as "horrible" and a "disaster," expressing disbelief at the executives' apparent indifference to widespread customer dissatisfaction. He shared a personal anecdote of an incident during the COVID-19 pandemic where an American Airlines flight attendant threatened his wife with a flight ban after their young son's mask slipped below his nose. Hawley condemned such behavior, stating that families have repeatedly faced similar situations.

Steve Johnson, Vice Chair and Chief Strategy Officer at American Airlines, testified before Congress. Senator Richard Blumenthal (D-Conn.), chair of the subcommittee, echoed Hawley's sentiments, accusing airlines of treating passengers as "walking piggy banks." He later remarked that the bipartisan outrage expressed during the hearing demonstrated the widespread nature of the problem.