Stuck on the tarmac?

Stuck on the tarmac? Airlines not required to help passengers. This is the title of a story today on cnn.com

http://www.cnn.com/2008/TRAVEL/11/12/airline.delays.ap/index.html

True, airlines may not be REQUIRED to help passengers, but common customer service and people skills dictates that they should. I recall a time flying for a commuter airline; we had landed on 9R in PHL and due to traffic delays in the new york area, it took us over an hour and half to make the slow crawl from taxiway S, then onto runway 35 which was being used as a taxiway over to the gate area.

I recall another time flying out of O’Hare, ground control put out a blanket message: “Shut em down, welcome to the parking lot called O’Hare”. Every airplane regardless of position on the field shut down their engines to save gas, as the airport was closed for departures.

The above examples are in no way the fault of the airlines, however, unless you were a first class passenger there was nothing done to help make the hour+ of sit any easier on the passenger. I know passengers get upset and think we should taxi back to the gate, but is most cases, not only is there not a gate to go to, logistically we couldn't get to the gate if we had too.

I agree something needs to be done to help ensure these kinds of things don’t happen. While the airlines are not at fault for the situation, they are at fault for their inaction, the lack of treatment, amenities, and customer service for their passengers AND crew.

What do you think should be done to help change the situation?