The other day I was reading an article, or a letter (not sure…it was late) and the author was discussing the decline of the legacy airlines in the United States. By decline he was referring to the fact that very very carry blankets and pillows, that food (including snacks on many flights) is gone, and there is a free for everything. Then the very next morning I read the research firm Skytraxx released its 2010 Quality Survey. After looking at it, I had to ask, what is happening to our airlines?You can look at the entire survey here, but if you want something a little more concise, Priority Pass, gives a pretty good chart of where everyone falls. Too lazy to look at the chart, or maybe you are afraid to, then let me help break it down. No US-based carrier was in the top ten. One ONE US-based carrier was listed in the survey: Virgin America was awarded Best Low-Cost Airline, North America. How about the other carriers…like Delta, American, US Airways, Southwest, JetBlue…or any of them. Not one mention. Why is that? I have an answer that I am sure some might find offensive, but hang with me.
When I grew up flying, you got dressed like you were headed to church, and everyone else did too. When we flew from Peoria, IL to Dallas, TX on Ozark Airlines, it was a classy event. There were literally “wine and cheese” parties on the way. Children got their wings, and people acted civilized toward each other. Chicago to San Diego on American was the same experience. But as time went on, the airlines started to resemble buses with wings. Passengers now (many) look like they just got out of bed (because they are still dressed in their pj’s) and it is not uncommon to hear about altercations on planes. Flight Attendants used to look like they enjoy their jobs, and in fact, it was a high-profile position. Now, the airlines and demanding passengers have made it where you may well get a hostile flight attendant (I’ve run into several who were NOT happy to be working.)
I have flown several times to Asia on Cathay Pacific and Philippine Airlines. I am not going to bore you with the details, but when I say that coach on Cathay Pacific is better than First Class on any US carrier, I am not joking. Real food…four times while in the air. Headphone for the movies, drinks, etc., it makes for a very nice ride across the Pacific. You hear the same from anyone who flies Lufthansa, Virgin or any European carrier (except Ryan Air, the people that are bringing you standing room only flights and pay-per-use toilets.) So where did American carriers go so wrong?
The answer to that question is not very easy to come up with, but when shareholder value is the key to your corporate mission, that is a problem. All of the things that make travel on carriers like Lufthansa or Cathay Pacific cost money. When something costs money, that means the shareholders don’t get as big of a return on their investment, making it not sure a hot buy. And THAT is the problem. Fuel prices really hurt the airlines, as did the events of 9/11/20o1. But we, the traveling public, allow the airlines to get away with cutting back on services because we don’t vote with our pocket books. We continue to be creatures of habit watching the quality of service erode around us. Why? Because we’d rather something be convenient, than fuss over quality of service. We put cheap tickets ahead of an enjoyable experience. The airlines know this…and thus you get what we have today. A bus with wings.
As a business traveler that spends a majority of my life in the air, I can’t begin to tell you how much fun flying COULD be, and how much fun it was…but is no more. Those who travel by air twice a year (and call themselves frequent travelers) and don’t know any better, they don’t care. Those of us that live on these planes know how things used to be, and what they could be if only the airlines really wanted to make things better. If they were not afraid to fly with empty seats, while charging more for the seats that they fill.
So what are we to do? Unless we run our own airline, there is very little we can do except for being picky about the quality of service that we expect. Pick the airline that has the best service, and be willing to pay for it. When you fly, dress appropriately, and make sure your kids do as well. Arrive early and avoid the stress, and roll with the punches. When the weather causes delays, don’t take it out on the people that work for the airline, and the passengers around you. Behave like you would for your mother or grandmother, and enjoy the experience. We might not be able to change the direction that the US airlines are headed in, but we sure can change the experience that we have.