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Whining About Air Travel

It’s Time to Revive the Art of Good Public Relations

December 2007 By Denny Hatch
22
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In the News

CLASS CONFLICT: As the airlines increasingly cater to high-end customers with onboard perks, passengers in the back of the plane are paying the price.
Over the past few years—and this will probably come as no surprise to anyone who got on a plane over Thanksgiving weekend—flying in coach has become an increasingly miserable experience. Legroom is practically non existent. Passengers are more tightly packed together. Hot meals have been eliminated. Ditto pillows and blankets. And the next time that guy in front of you leans his seat back directly into your face, few of your fellow passengers are likely to blame you if you feel a brief, murderous urge to strike back. All this has created a generation of fliers who now view getting on a plane as roughly akin to entering the ninth circle of hell.
Michelle Higgins, The New York Times, November 25, 2007
I disagree with Michelle Higgins. She is a whiner and a handwringer.

Getting on a plane is emphatically NOT “roughly akin to entering the ninth circle of hell.”

It’s a miracle.

The late author and critic Alfred Kazin said his idea of happiness was settling into an airliner seat with a book, a notebook and a martini.

Amen.

Jet planes have taken me higher and faster and to places around the world only dreamed of by my grandparents—and usually for only a few hundred bucks.

If you want to spend $400 to $3000 or more an hour to fly in obscene luxury, plenty of airlines and private charter companies are happy to relieve you of your money.

The late Victor Kiam, president of the company that made Remington electric shavers, always flew tourist class. “The back of the plane arrives at the same time as the front of the plane,” he used to say.

I’m with you, Victor.

Until “Beam me up, Scotty,” becomes reality, flying is the only game in town if you want to get anywhere quick.

Enjoy your flight.

A Boyish Love of Flying That Lasted a Lifetime
My father, biographer and historian Alden Hatch, was born in 1898. When he was 4, he drank some unpasteurized milk and caught a dose of tuberculosis of the bone. After more than 20 operations, he was left with a shriveled leg and spent the rest of his life on crutches.

Obviously my father did not have a normal childhood. From the flap copy of his 1942 biography, “Glenn Curtiss: Pioneer of Naval Aviation”:

All his life, Alden Hatch has wanted to write this book. As a boy, he spent every possible moment on the Hempstead [Long Island] plains watching Glenn Curtiss, Captain Baldwin, Clifford Harmon and other pioneers experimenting with the “kites with gas engines,” from which developed the modern airplane. Those men got to know the eager youngster and were generally glad to answer his many questions and let him have the run of their hangars and tents. So Mr. Hatch has a first-hand acquaintance with the men and machines of which he writes. He knows every detail of those early aeroplanes, how they looked, how the controls felt, even how they smelt.

At the end of this story is a photograph of my father as a very young boy at the controls of an early Curtiss flier, as well as a hyperlink to his Curtiss biography, which has just been republished.

Takeaway Points to Consider:

* “The secret of successful public relations is letting people in on what you’re doing.”
Evelyn Lawson

* That also means being honest—telling it like it is. If you fake it or lie, customers will resent you. It’s the cover-up that will get you, not the occasional screw-up.

* In good PR—like good direct marketing—spew benefits, benefits, and benefits.

* Harold Arlen and Johnny Mercer articulated how to do good PR with their classic song recorded by Bing Crosby:
You’ve got to accentuate the positive,
Eliminate the negative,
Latch on to the affirmative,
Don’t mess with Mister In-Between.


* Enjoy your flight. It’s the only game in town.

Web Sites Related to Today's Edition:

“CLASS CONFLICT” by Michelle Higgins
http://travel.nytimes.com/2007/11/25/travel/25conflict.html

Ford Tri-Motor
http://www.fordtrimotor.org/

Glenn Curtiss: Pioneer of Aviation” by Alden Hatch
http://tinyurl.com/2tqr4d

“Jack Corbett: Mariner”—Life aboard a Liverpool Packet in 1849 by A.S. Hatch
http://tinyurl.com/2ajt27
 
22

COMMENTS

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Comment *
Most Recent Comments:
Katinka Partridge - Posted on December 05, 2007
I'm getting ready to fly home to Sweden, via Munich, on Tuesday the 11th. I agree that it's amazing that we can fly at all, and so quick. However...being a 5,10", 148lb woman, trying to come out of that first leg of 10+ hours from San Francisco to Munich with my old basketball knees intact is virtually impossible. I can't sit down without my knees touching the chair back in front of me. I don't really care about the food or the pillows (food that doesn't taste that great and a pillow that doesn't do the job are not items I will miss)...but I do care about the leg room. And as much as I am looking forward to spending the holidays with my family...I'm dreading that flight for that reason alone. However...from a business perspective, I don't think the airlines owe their customers anything other than getting people safely from point a to point b. Bur from a customer perspective, if I could I wouldn't fly...but when you have family in Europe there's not much else to do.
Robert Doscher - Posted on December 05, 2007
Denny:

It's all about going from point A to point B. While it's increasingly frustrating, that's the sole objective.

Many years ago, you would receive a meal, wine, and a smile from a beautiful flight attendent with a great smile and brains...They had to pass rigorous testing to become a flight attendent.

Now, there's little customer service although Midwest Express, now Midwest Airlines still has big leather seats, china with their meals, and complimentary wine unless that has changed.

In 1965 I was flying home from college on the Boston to NY Eastern Airline Shuttle. The fare was $14.00 one way. It was Christmas eve and as always, you would pay on the plane. I handed the flight attendent $14.00 and she handed me $7.00 back and said Merry Christmes from Eastern Airlines. They knew about CRM then. It's too bad they were mismanaged and ceased to exist. There's little customer service now, but again, the goal of the airlines is to transport you from one location to another...Nothing more.
John Friesen - Posted on December 05, 2007
I'm with you, Denny. I'm thrilled to get from A to distant B in a few hours for a few hundred bucks, so I don't mind if the seating is a bit cramped. I've flown business class and love it, but would never pay for it myself. I miss the freebies, but if it keeps the ticket price down, I don't really mind. I once travelled from Edmonton to Halifax to London, England. It required 3 nights on a train and 6 months on a boat (it was a freighter that took me to Japan first).
Pete W - Posted on December 05, 2007
You may want to check out Jeremy Zawodny's blog. He's a Yahoo! employee, and has a love of flight. He writes about the latter a lot at http://jeremy.zawodny.com/blog/

Regards,

Pete W
Wash Phillips - Posted on December 04, 2007
People used to dress up fly, as with a train. So it's lost the panache but still retains a lot of the convenience and safety.
Face it: airplane fuel costs and inflation-driven salaries will rise. So what can be done to at least retain your (current) prix fixe model, Denny? We must get serious about controlling oil consumption and cost with it. Some not-so-novel ideas:
1)Actually practicing conservation. Does Las Vegas really need ALL those lights 24/7? Do I really need an SUV to get a Slurpee at 7-Eleven? Hollywood consumption is the wrong model for these times.
2)Cut foreign oil consumption. By whatever means. That sheik who ordered his own A380 is no friend of mine.
3)Save oil for stuff that needs it. It's illegal to grow hemp for all the terrific products it makes for fear dopers will puff it--but we did for 2 years in WWII successfully. And cut pollution in the scope of that use.
4)Focus on real alternatives. Driving your French Frymobile on 100% cooking oil won?t cut it, unless starvation diets are the new vogue. It's a pipedream like computer-modeled (vs. evidence-based) Global Warming, PC-driven mores and hot fusion. What can be done practically? Forget about partisan fixes--we're all in this together.
5)Recall JFK: "Ask not what your country can do for you; ask what you can do for your country." .
Applying some real ambition to fix the energy probllem, we can retain the marvel of human flight you rightly praise, Denny! With the resulting largesse, we?ll help the rest of the world make it through.




Ben Gay III - Posted on December 04, 2007
Denny -

We had a Ford Tri-Motor in our collection in the late 60's (back when we were young and stupid). Even a 30 minute "fun flight" on a Sunday afternoon wasn't fun. It was torture! "The good old days" are now and in the future!

Ben Gay III
THE CLOSERS
WWW.BFG3.COM
Joy Lacho Eaton - Posted on December 04, 2007
Considering the business travel I am typically loathe to do, your article was a welcome reminder to appreciate our technologies and an ability to do personal business at the speed of life. Plus - you can always pack an apple, some cheese and crackers, and just enjoy the moment.
stan - Posted on December 04, 2007
Complaining about airline service is obviously foolish. A legitimate complaint is rather about the procedure in the airports which is directly a result of the refusal of the airlines and the airframe manufactures to make the planes safe from being overtaken from the pilots. This obviously should have been done about the time of the first hijacking. It was not done and still has not been done. Felony stupidity on the part of all concerned.
Frank - Posted on December 04, 2007
Hi Denny - You make some great points that justify the current low wallet cost of air travel realities. Michelle is crying about the wrong stuff. In business travel, cost is a big deal - BUT..air travel today is not prdictable event - with as much as 1/3rd of the flights comming in late, missed connections, security lines, the emotional cost of stress is now a real tangeble that must be considered. I am a 25 year vetran of the travel industry, having over 1.2 million unused miles on my selected carrier - I find myself driving to destainations that I used to not even consider before (like sa Dallas to Houston, or LA to the bay area.

Walking down the jet bridge is easy - at that point most of the emotional costs are paid - you have made it through security - by that time the plain is most likly to take off - but one must consider what it took to get to that point....
AMR - Posted on December 04, 2007
I couldn't agree more. When you buy an airline ticket, you should be expecting your seat, an on-time arrival (weather permitting) and that's it. Food, movies, and comfort should no longer be assumed now that airlines are relatively cheap, mass transit vehicles.
What does make airline travel the 'ninth circle of hell' for me is when you don't get the seat and on-time arrival you've paid for. Weather delays are one thing, but frequently the flights I've taken have been behind schedule due to nothing short of poor planning. Last year, a flight from Chicago to Midland, MI I was booked on was delayed by over 5 hours (the flight itself is only an hour and a half). The two previous flights to this destination had been cancelled, leaving all those who had been booked on them stuck in Chicago for the night. When you factored in the delay, I could have driven to my destination faster. The cause of this delay was because there was no available crew to man the flight (!!). Same went for the 2 cancelled flights. The airline had simply not done the proper staff planning to get this flight into the air. Anyone who complained to the airline staff was met with a chilly and rude response instead of a rightfuly deserved apology.
I'm sure many of your other readers have similar horror stories - that may be my worst scenario but I certainly have plenty more examples of avoidable delays, getting bumped off flights, etc. My point is, I can handle the small seats and all the other cutbacks, but fact is that most airlines aren't even getting it right on the basic service their customers are paying for. While it still beats the alternatives, most airlines have a failing business model that goes way beyond the cutbacks you mention.
John Prince - Posted on December 04, 2007
Ah, the glory days of flying.

In 1954 I was a 12-year-old farm boy in southern New Brunswick, Canada. My (wealthy) aunt in Detroit bought us tickets on TransCanada Airlines from Saint John, NB to Windsor, Ontario. We beat our way north on a DC-3 to Montreal at about 9,000 feet. The galley was connected to the restroom door so if a passenger had to 'go' -- the "stewardess" had to fold up the galley. Three times I was invited up to the cockpit to see the landscape from the front window.
The "announcement" was a handwritten form completed by the captain and handed from passenger to passenger to read.
After changing planes in Montreal and Ottawa, we finally reached Windsor and my life had changed forever. I was hooked on flying. On the way home from Windsor we had to climb to an amazing 12,000 feet to avoid weather over the Great Lakes. The stewardess handed out WWII oxygen masks with great rubber straps and giant green bags inflation bags. We looked like huge frogs, slowly inflating and deflating our throats.
A dozen years later I spent time handling the marketing for a Canadian airline. It wasn't work -- it was "fun while getting paid." I was in the "jump seat" of a 737 during an emergency "talk down," went into the northern Labrador bush in single engine Beavers and Otters, took emergency training with United Airlines, visited the Boeing assembly plant in Renton. I gained an incredible respect for the people and the machines that can, in 18 hours, hurl us half way around the world where it's already tomorrow morning.
Sure, I complain today about the "sad state" of air travel, no meals or kneeroom or respect; stumbling around airports in my sock feet clutching my shoes, belt, change and ballpoint pen (while Osama bin Laden and his cronies sit in their caves outside Peshawhar laughing their asses off at the thought of the infidels ho
David Garfinkel - Posted on December 04, 2007
Denny, I'm of two minds on this one.

On the one hand, Michelle Higgins is a fine representative of the type of customer that makes doing business a nightmare these days. Spoiled, unreasonable and frankly undeserving of the privilege of being a customer. So I've got to agree with you on that count.

But it's the airlines' own damn fault when it comes to consumer expectations and the public complaining that that the airlines are not living up to those expectations.

Let's take the two hours it took your dad to get from home in L.I. to anywhere in DC.

That was fabulous, then.

But today, it's four hours, maybe more. Depends on how many delays... whether boarding... or sitting in the plane on the tarmac... or holding in the air at Reagan National or Dulles.

Two hours in yesteryear... Four hours today.

That's progress?

Unfortunately, it's going to take a lot more than a good PR campaign to get people on the planes smiling again.

The expectations have been set too high way back when and over a long period of time.

From wacked-out memories of party planes on PSA midnight flights from SF to LA... to pre-Nicole TV images of OJ sprinting through airports (and most of us over 40 probably have our own memories of last-minute boardings where we just squeaked in)... to industry-approved movie portrayals of ease, romance and adventure in the carefree skies... the airlines and their friends have woven a giant, pervasive fantasy in the mass consciousness that is slowly being unraveled, experience by experience -- by the daily reality of air travel.

Yep, flying is a lot easier and more convenient than most alternatives.

But it's so far worse than most of remember h
Hershel Barg - Posted on December 04, 2007
Can't agree with you 100% Denny.

I don't mind the a la carte menu or doing without the pretzels - can bring my own snacks. But the leg room issue is another matter.

When an inconsiderate passenger in front of me leans his chair back into my 6' frame, I, to say the least, resent it.

There is a solution. The airlines should calibrate the degree of leanback on their seats to the amount of legroom between them. The greater the amount of legroom, the greater degree of leanback they could allow.

Traveling half way around the world as I do once or twice a year, I never lean all the way back. To do so in economy class is an unfair imposition on the person sitting in back of me. I can manage to get comfortable and doze with only a 15-20 degree leanback. Why shouldn't others do so out of consideration for those sitting in back of them?

Why should that not become a standardized feature offered by the airlines. I will create good will and won't cost them an extra penny.
Paul Matheson - Posted on December 04, 2007
Like any other maturing business, air travel has become commoditized. The airlines have almost run out of competitive advantages and are now competing primarily on price. If Ms Higgins is looking for a scapegoat, she should look in the mirror; by shopping or bidding for ever lower fares, the customers have voted - and we voted for whatever gets us the lowest fare.
Nick Wrathall - Posted on December 04, 2007
A fascinating history lesson!
My Grandfather was a Captain in the Royal Flying Corps in 48 Squadron (which preceded the RAF - Royal Air Force, and took Army, rather than Air Force, ranks) in World War 1. His Squadron Leader was Keith Park (of Battle of Britain fame), and he was captured on a US documentary film as a pallbearer at Baron von Richthofen's funeral. Agree with you that this journalist is 'whining' but what else would you expect from a card-carrying Communist at the New York Times? No, the problems aren't with the planes themselves, more with the absurd rigmarole of airport 'security' and getting on them in the first place. But if you want real left-wing whining, try the People's Socialist Worker Paradise (a.k.a the U.K.)!
Keep up the good work.
Yours sincerely,
Nick Wrathall
London, England
Amy - Posted on December 04, 2007
Hi Denny,

I would offer that flying is still a thrill. That thrill is tempered by rude, obnoxious passengers who think of no one but themselves. *They* are the ones who tax the flight attendants, and me, as a fellow passenger. I know that I am close to the person behind me, manners tell me that they would not appreciate a birds eye view of my melon if I were to recline all the way. I feel the same about the person in front of me. I have long legs and would rather not be squished by some clod who thinks only of himself. People are the bummer! Traveling from the east coast to west in a window seat at 30K feet is a wonder! How many people have paid attention to our glorious country from above?
Gail NIckel-Kailing - Posted on December 04, 2007
Denny,
I read each of your articles and really enjoy them. Flying, however, has become a chore - maybe not as bad as in the 20s and 30s - but there are a few things the airlines could do to make it better:
1. Make sure I have a reasonably-priced seat when I've paid for one. Reasonable is a relative term - I will likely pay $15 more for a seat with a little more leg room.
2. Take off on time.
3. Land on time.
4, Make sure my luggage travels on the same plane I do.
5. Have the seats, tables, and bathrooms clean.

I'll happily give up the food, beverages, pillows, blankets, and movies. I can bring my own.

BTW - can the frequent flyer programs. That's a lot of liability on the books that could possibly have been turned into other improvements. The time for these kinds of programs is over.

Have a great one!

Gail

Rob - Posted on December 04, 2007
I did think that article was a little silly (although thte illustrations made it). What bothers me most is the lack of legroom. The thought of being jammed in that tiny seat for several hours makes me insane, which is why I haven't been on a plane in 5 years. The sad thing is at least one airline tried charging more for legroom but gave up after people didn't pay for it. But it's about marketing - if I go to book a flight on expedia.com, it doesn't ask me for the option of adding legroom. If it did, I would pay more. And in the meantime, the single best thing airlines could do is lock those damned reclining seats. If some guy wants to recline his seat into my precious 8 inches of personal space, He should have to pay me rent on that space.
Les Polinar - Posted on December 04, 2007
What ever happened to the "can do" attitude this country once exuberated?

Now we've become a nation of whiners and "help me I can't get up!" types.

As an engineer I am still in awe that planes can fly! Who in the hell needs peanuts when in a few hours I can dine at a terrific restaurant!

Ms. Higgins is just the type of passenger I hate like hell sitting next to. Ms. Higgins next time take the bus - you'll have plenty more to bitch about.
Regan - Posted on December 04, 2007
I enjoyed this article - fascinating image of your father. I agree with your words - it's easier to complain than appreciate. I just hope I don't have to sit next to Michelle on a flight!
Andrew Billmann - Posted on December 04, 2007
I think there's a disconnect here between the incredibly technology of air travel, the romanticism of the old days, and the reality of awful customer service. It seems, according to the logic in this article, that I should be thankful I have the marvelous technology of a modern computer on my desk, despite multiple ordeals with tech support which has been outsourced to India.

It's very simple: Fly Midwest Airlines, then fly a major carrier. Then ask yourself if the horrible service and bad conditions are really a necessity, or just bad business.
Alison Taylor - Posted on December 04, 2007
Wicker seats?!!!! Are you kidding me?!!! That is a real eye opener. p.s. I love the picture of your dad! Thanks for sharing.
Click here to view archived comments...
Archived Comments:
Katinka Partridge - Posted on December 05, 2007
I'm getting ready to fly home to Sweden, via Munich, on Tuesday the 11th. I agree that it's amazing that we can fly at all, and so quick. However...being a 5,10", 148lb woman, trying to come out of that first leg of 10+ hours from San Francisco to Munich with my old basketball knees intact is virtually impossible. I can't sit down without my knees touching the chair back in front of me. I don't really care about the food or the pillows (food that doesn't taste that great and a pillow that doesn't do the job are not items I will miss)...but I do care about the leg room. And as much as I am looking forward to spending the holidays with my family...I'm dreading that flight for that reason alone. However...from a business perspective, I don't think the airlines owe their customers anything other than getting people safely from point a to point b. Bur from a customer perspective, if I could I wouldn't fly...but when you have family in Europe there's not much else to do.
Robert Doscher - Posted on December 05, 2007
Denny:

It's all about going from point A to point B. While it's increasingly frustrating, that's the sole objective.

Many years ago, you would receive a meal, wine, and a smile from a beautiful flight attendent with a great smile and brains...They had to pass rigorous testing to become a flight attendent.

Now, there's little customer service although Midwest Express, now Midwest Airlines still has big leather seats, china with their meals, and complimentary wine unless that has changed.

In 1965 I was flying home from college on the Boston to NY Eastern Airline Shuttle. The fare was $14.00 one way. It was Christmas eve and as always, you would pay on the plane. I handed the flight attendent $14.00 and she handed me $7.00 back and said Merry Christmes from Eastern Airlines. They knew about CRM then. It's too bad they were mismanaged and ceased to exist. There's little customer service now, but again, the goal of the airlines is to transport you from one location to another...Nothing more.
John Friesen - Posted on December 05, 2007
I'm with you, Denny. I'm thrilled to get from A to distant B in a few hours for a few hundred bucks, so I don't mind if the seating is a bit cramped. I've flown business class and love it, but would never pay for it myself. I miss the freebies, but if it keeps the ticket price down, I don't really mind. I once travelled from Edmonton to Halifax to London, England. It required 3 nights on a train and 6 months on a boat (it was a freighter that took me to Japan first).
Pete W - Posted on December 05, 2007
You may want to check out Jeremy Zawodny's blog. He's a Yahoo! employee, and has a love of flight. He writes about the latter a lot at http://jeremy.zawodny.com/blog/

Regards,

Pete W
Wash Phillips - Posted on December 04, 2007
People used to dress up fly, as with a train. So it's lost the panache but still retains a lot of the convenience and safety.
Face it: airplane fuel costs and inflation-driven salaries will rise. So what can be done to at least retain your (current) prix fixe model, Denny? We must get serious about controlling oil consumption and cost with it. Some not-so-novel ideas:
1)Actually practicing conservation. Does Las Vegas really need ALL those lights 24/7? Do I really need an SUV to get a Slurpee at 7-Eleven? Hollywood consumption is the wrong model for these times.
2)Cut foreign oil consumption. By whatever means. That sheik who ordered his own A380 is no friend of mine.
3)Save oil for stuff that needs it. It's illegal to grow hemp for all the terrific products it makes for fear dopers will puff it--but we did for 2 years in WWII successfully. And cut pollution in the scope of that use.
4)Focus on real alternatives. Driving your French Frymobile on 100% cooking oil won?t cut it, unless starvation diets are the new vogue. It's a pipedream like computer-modeled (vs. evidence-based) Global Warming, PC-driven mores and hot fusion. What can be done practically? Forget about partisan fixes--we're all in this together.
5)Recall JFK: "Ask not what your country can do for you; ask what you can do for your country." .
Applying some real ambition to fix the energy probllem, we can retain the marvel of human flight you rightly praise, Denny! With the resulting largesse, we?ll help the rest of the world make it through.




Ben Gay III - Posted on December 04, 2007
Denny -

We had a Ford Tri-Motor in our collection in the late 60's (back when we were young and stupid). Even a 30 minute "fun flight" on a Sunday afternoon wasn't fun. It was torture! "The good old days" are now and in the future!

Ben Gay III
THE CLOSERS
WWW.BFG3.COM
Joy Lacho Eaton - Posted on December 04, 2007
Considering the business travel I am typically loathe to do, your article was a welcome reminder to appreciate our technologies and an ability to do personal business at the speed of life. Plus - you can always pack an apple, some cheese and crackers, and just enjoy the moment.
stan - Posted on December 04, 2007
Complaining about airline service is obviously foolish. A legitimate complaint is rather about the procedure in the airports which is directly a result of the refusal of the airlines and the airframe manufactures to make the planes safe from being overtaken from the pilots. This obviously should have been done about the time of the first hijacking. It was not done and still has not been done. Felony stupidity on the part of all concerned.
Frank - Posted on December 04, 2007
Hi Denny - You make some great points that justify the current low wallet cost of air travel realities. Michelle is crying about the wrong stuff. In business travel, cost is a big deal - BUT..air travel today is not prdictable event - with as much as 1/3rd of the flights comming in late, missed connections, security lines, the emotional cost of stress is now a real tangeble that must be considered. I am a 25 year vetran of the travel industry, having over 1.2 million unused miles on my selected carrier - I find myself driving to destainations that I used to not even consider before (like sa Dallas to Houston, or LA to the bay area.

Walking down the jet bridge is easy - at that point most of the emotional costs are paid - you have made it through security - by that time the plain is most likly to take off - but one must consider what it took to get to that point....
AMR - Posted on December 04, 2007
I couldn't agree more. When you buy an airline ticket, you should be expecting your seat, an on-time arrival (weather permitting) and that's it. Food, movies, and comfort should no longer be assumed now that airlines are relatively cheap, mass transit vehicles.
What does make airline travel the 'ninth circle of hell' for me is when you don't get the seat and on-time arrival you've paid for. Weather delays are one thing, but frequently the flights I've taken have been behind schedule due to nothing short of poor planning. Last year, a flight from Chicago to Midland, MI I was booked on was delayed by over 5 hours (the flight itself is only an hour and a half). The two previous flights to this destination had been cancelled, leaving all those who had been booked on them stuck in Chicago for the night. When you factored in the delay, I could have driven to my destination faster. The cause of this delay was because there was no available crew to man the flight (!!). Same went for the 2 cancelled flights. The airline had simply not done the proper staff planning to get this flight into the air. Anyone who complained to the airline staff was met with a chilly and rude response instead of a rightfuly deserved apology.
I'm sure many of your other readers have similar horror stories - that may be my worst scenario but I certainly have plenty more examples of avoidable delays, getting bumped off flights, etc. My point is, I can handle the small seats and all the other cutbacks, but fact is that most airlines aren't even getting it right on the basic service their customers are paying for. While it still beats the alternatives, most airlines have a failing business model that goes way beyond the cutbacks you mention.
John Prince - Posted on December 04, 2007
Ah, the glory days of flying.

In 1954 I was a 12-year-old farm boy in southern New Brunswick, Canada. My (wealthy) aunt in Detroit bought us tickets on TransCanada Airlines from Saint John, NB to Windsor, Ontario. We beat our way north on a DC-3 to Montreal at about 9,000 feet. The galley was connected to the restroom door so if a passenger had to 'go' -- the "stewardess" had to fold up the galley. Three times I was invited up to the cockpit to see the landscape from the front window.
The "announcement" was a handwritten form completed by the captain and handed from passenger to passenger to read.
After changing planes in Montreal and Ottawa, we finally reached Windsor and my life had changed forever. I was hooked on flying. On the way home from Windsor we had to climb to an amazing 12,000 feet to avoid weather over the Great Lakes. The stewardess handed out WWII oxygen masks with great rubber straps and giant green bags inflation bags. We looked like huge frogs, slowly inflating and deflating our throats.
A dozen years later I spent time handling the marketing for a Canadian airline. It wasn't work -- it was "fun while getting paid." I was in the "jump seat" of a 737 during an emergency "talk down," went into the northern Labrador bush in single engine Beavers and Otters, took emergency training with United Airlines, visited the Boeing assembly plant in Renton. I gained an incredible respect for the people and the machines that can, in 18 hours, hurl us half way around the world where it's already tomorrow morning.
Sure, I complain today about the "sad state" of air travel, no meals or kneeroom or respect; stumbling around airports in my sock feet clutching my shoes, belt, change and ballpoint pen (while Osama bin Laden and his cronies sit in their caves outside Peshawhar laughing their asses off at the thought of the infidels ho
David Garfinkel - Posted on December 04, 2007
Denny, I'm of two minds on this one.

On the one hand, Michelle Higgins is a fine representative of the type of customer that makes doing business a nightmare these days. Spoiled, unreasonable and frankly undeserving of the privilege of being a customer. So I've got to agree with you on that count.

But it's the airlines' own damn fault when it comes to consumer expectations and the public complaining that that the airlines are not living up to those expectations.

Let's take the two hours it took your dad to get from home in L.I. to anywhere in DC.

That was fabulous, then.

But today, it's four hours, maybe more. Depends on how many delays... whether boarding... or sitting in the plane on the tarmac... or holding in the air at Reagan National or Dulles.

Two hours in yesteryear... Four hours today.

That's progress?

Unfortunately, it's going to take a lot more than a good PR campaign to get people on the planes smiling again.

The expectations have been set too high way back when and over a long period of time.

From wacked-out memories of party planes on PSA midnight flights from SF to LA... to pre-Nicole TV images of OJ sprinting through airports (and most of us over 40 probably have our own memories of last-minute boardings where we just squeaked in)... to industry-approved movie portrayals of ease, romance and adventure in the carefree skies... the airlines and their friends have woven a giant, pervasive fantasy in the mass consciousness that is slowly being unraveled, experience by experience -- by the daily reality of air travel.

Yep, flying is a lot easier and more convenient than most alternatives.

But it's so far worse than most of remember h
Hershel Barg - Posted on December 04, 2007
Can't agree with you 100% Denny.

I don't mind the a la carte menu or doing without the pretzels - can bring my own snacks. But the leg room issue is another matter.

When an inconsiderate passenger in front of me leans his chair back into my 6' frame, I, to say the least, resent it.

There is a solution. The airlines should calibrate the degree of leanback on their seats to the amount of legroom between them. The greater the amount of legroom, the greater degree of leanback they could allow.

Traveling half way around the world as I do once or twice a year, I never lean all the way back. To do so in economy class is an unfair imposition on the person sitting in back of me. I can manage to get comfortable and doze with only a 15-20 degree leanback. Why shouldn't others do so out of consideration for those sitting in back of them?

Why should that not become a standardized feature offered by the airlines. I will create good will and won't cost them an extra penny.
Paul Matheson - Posted on December 04, 2007
Like any other maturing business, air travel has become commoditized. The airlines have almost run out of competitive advantages and are now competing primarily on price. If Ms Higgins is looking for a scapegoat, she should look in the mirror; by shopping or bidding for ever lower fares, the customers have voted - and we voted for whatever gets us the lowest fare.
Nick Wrathall - Posted on December 04, 2007
A fascinating history lesson!
My Grandfather was a Captain in the Royal Flying Corps in 48 Squadron (which preceded the RAF - Royal Air Force, and took Army, rather than Air Force, ranks) in World War 1. His Squadron Leader was Keith Park (of Battle of Britain fame), and he was captured on a US documentary film as a pallbearer at Baron von Richthofen's funeral. Agree with you that this journalist is 'whining' but what else would you expect from a card-carrying Communist at the New York Times? No, the problems aren't with the planes themselves, more with the absurd rigmarole of airport 'security' and getting on them in the first place. But if you want real left-wing whining, try the People's Socialist Worker Paradise (a.k.a the U.K.)!
Keep up the good work.
Yours sincerely,
Nick Wrathall
London, England
Amy - Posted on December 04, 2007
Hi Denny,

I would offer that flying is still a thrill. That thrill is tempered by rude, obnoxious passengers who think of no one but themselves. *They* are the ones who tax the flight attendants, and me, as a fellow passenger. I know that I am close to the person behind me, manners tell me that they would not appreciate a birds eye view of my melon if I were to recline all the way. I feel the same about the person in front of me. I have long legs and would rather not be squished by some clod who thinks only of himself. People are the bummer! Traveling from the east coast to west in a window seat at 30K feet is a wonder! How many people have paid attention to our glorious country from above?
Gail NIckel-Kailing - Posted on December 04, 2007
Denny,
I read each of your articles and really enjoy them. Flying, however, has become a chore - maybe not as bad as in the 20s and 30s - but there are a few things the airlines could do to make it better:
1. Make sure I have a reasonably-priced seat when I've paid for one. Reasonable is a relative term - I will likely pay $15 more for a seat with a little more leg room.
2. Take off on time.
3. Land on time.
4, Make sure my luggage travels on the same plane I do.
5. Have the seats, tables, and bathrooms clean.

I'll happily give up the food, beverages, pillows, blankets, and movies. I can bring my own.

BTW - can the frequent flyer programs. That's a lot of liability on the books that could possibly have been turned into other improvements. The time for these kinds of programs is over.

Have a great one!

Gail

Rob - Posted on December 04, 2007
I did think that article was a little silly (although thte illustrations made it). What bothers me most is the lack of legroom. The thought of being jammed in that tiny seat for several hours makes me insane, which is why I haven't been on a plane in 5 years. The sad thing is at least one airline tried charging more for legroom but gave up after people didn't pay for it. But it's about marketing - if I go to book a flight on expedia.com, it doesn't ask me for the option of adding legroom. If it did, I would pay more. And in the meantime, the single best thing airlines could do is lock those damned reclining seats. If some guy wants to recline his seat into my precious 8 inches of personal space, He should have to pay me rent on that space.
Les Polinar - Posted on December 04, 2007
What ever happened to the "can do" attitude this country once exuberated?

Now we've become a nation of whiners and "help me I can't get up!" types.

As an engineer I am still in awe that planes can fly! Who in the hell needs peanuts when in a few hours I can dine at a terrific restaurant!

Ms. Higgins is just the type of passenger I hate like hell sitting next to. Ms. Higgins next time take the bus - you'll have plenty more to bitch about.
Regan - Posted on December 04, 2007
I enjoyed this article - fascinating image of your father. I agree with your words - it's easier to complain than appreciate. I just hope I don't have to sit next to Michelle on a flight!
Andrew Billmann - Posted on December 04, 2007
I think there's a disconnect here between the incredibly technology of air travel, the romanticism of the old days, and the reality of awful customer service. It seems, according to the logic in this article, that I should be thankful I have the marvelous technology of a modern computer on my desk, despite multiple ordeals with tech support which has been outsourced to India.

It's very simple: Fly Midwest Airlines, then fly a major carrier. Then ask yourself if the horrible service and bad conditions are really a necessity, or just bad business.
Alison Taylor - Posted on December 04, 2007
Wicker seats?!!!! Are you kidding me?!!! That is a real eye opener. p.s. I love the picture of your dad! Thanks for sharing.