Airlines

My perspective as a frequent traveler on airlines and air travel is admittedly a bit jaded. Beginning in the late 80's, I was flying on a fairly regular basis, which became a constant from '93 through today.

Much has changed over those decades, as I have the experience to attest.

In the beginning, I found the experience of air travel reasonably pleasant. From the gate agents who checked me in to the flight crews on the plane, once upon a time I was made to feel like a valued customer. Service was generally pretty good, airline employees were friendly, security screenings were much less intrusive, and we received actual meals during most flights.

Now the ground agents are more likely to be surly and put-upon, security is a personal violation, seating is more cramped and uncomfortable, flight attendants are less attentive, and you're lucky to get a watered-down Coke and a half-dozen peanuts even on the longer flights.

From my perspective, I'd also have to point out there also more misbehaving passengers.

The obvious change happened after 9/11. Now the government owns the security screening franchise, and does what is very predictable whenever they are in charge. They can't use smart screening methods that identify and screen folks more likely to have evil intentions; instead they choose to expose literally everyone and their grandmothers to intrusive high-radiation scanning and/or embarrassing pat-downs.

The long lines and requirements to strip off shoes and jackets and belts combine to make the security screening process a major disincentive to flying. Trips I would have taken in the air before I now choose to drive - I'll get a rental car and drive up to 8 hours away before I'll subject myself to the TSA.

We can't really blame the airlines for TSA. But I can blame the airlines for many other sins, some of which have been committed with full knowledge and cooperation with that same over-intrusive federal government.

First and foremost, consolidation of the airlines has led to virtual monopolies and practically no competition in the industry. For many destinations, there's only one airline that can get you there. And that airline can charge whatever they like for the trip.

Name another industry in the world (except maybe the oil industry), where the companies in the industry employ practices designed to gouge and mistreat their best customers. Airlines mistreat their best customers, the business travelers, through multiple policies that, were there any competition available, would have frequent travelers flocking to the upstart airline that simply chose to stop gouging them.

Change fees is one of the most unfriendly policies to the business traveler. Say you're in a city for meetings, and things wrap up a day early. Only a few years ago, you simply call the airline and ask for a seat on an earlier flight. If there's a seat available, you're on the flight, no problem.

No longer. Same scenario, including the fact there are plenty of seats available on the earlier flight. But to get on the flight, you have to pay the Change Fee, which could be a couple hundred dollars, but that's not all: In addition to the Change Fee, you also have to pay the "Fare Difference".

Say when you booked the flight, the fare was $500. Now you're calling to move your return trip up a day, and you agree to pay the Change Fee. Then the agent tells you that the fare for that same flight is now $1,000. So you have to pay the additional fare on top of the change fee. In many cases, the change in your flight plans has cost you more than the original ticket.

Which brings me back to the monopoly issue. The few airlines left that control the marketplace are American and Delta. Beyond those two behemoths, there's United (merging with Continental) and US Airways. Then there are the regional and economy carriers, most notable among them Southwest.

The airline I've been flying pretty much exclusively is Delta. I'm not a fan of Delta, but was a Gold level flyer with Northwest before the merger, so it pretty much locked me in unless I wanted to start over with one of the other big boys. American's frequent flyer program is the poorest among the carriers and United is a horrible airline all-around, so there's no reason to switch.

Southwest is only a good alternative on certain routes. If you can get a direct flight on Southwest to the city you need to visit, it is a good alternative. Although they have no first class, their coach seats are roomier and more comfortable than the other airlines. They've partially improved their open seating by boarding group, but I still don't really like not having an assigned seat. Unless you check in extremely early, you're going to board last and probably have to squeeze into a middle seat.

Otherwise, Southwest doesn't play the games with fees and other hated practices of the others. Their staff is more friendly, but the amatuer comedian flight attendants can take their act a bit beyond appropriate levels.

US Airways is the only choice for many northeastern destinations. Since I don't particularly like the northeast (as I've written about in the previous post), I don't fly them often. The experience I do have with them rates about even with Delta.

I actually sort of liked Northwest until Delta gobbled them up. Even though everyone was angry with management for the past few years before the merger, their gate agents and flight attendants I found to be very friendly and helpful. Their frequent flyer program was also very good for me, contrasted with Delta's.

Frequent flyer programs are judged on how many miles it takes to get a free flight, then how easy (or difficult) it is to actually redeem that flight. Northwest was the best program on these counts. When Delta took over, those benefits were lost almost immediately.

Here's what Northwest typically didn't do to me, but Delta does (and I understand American and United also do to their frequent flyers): You want to take a family vacation, and have planned ahead a few months. The base miles you need for a coach ticket anywhere in North America is 25,000. So you try to redeem 50,000 miles for two coach tickets, say to Florida.

You find out there are no seats available for frequent flyer miles. So you try alternate dates around the general time period you want to take the trip. Still no luck. But if you will give up 50,000 miles per seat, you can get on a flight. So it ends up requiring 100,000 frequent flyer miles instead of 50,000 miles for the two of you to take that vacation.

Why do they do that? Because they can. Here's how to find out just how abusive their system is: Sign on and start the process of booking that vacation flight without trying to use miles. Don't purchase the flight of course, but go far enough to pull up the seating chart for the flight you're looking to book. You'll see the seating is wide open - there might be no more than 8 or 10 seats reserved so far.

What Delta has done is set a super-secret limit on the number of 25,000 mile seats they will make available on each flight. When those seats are gone, it goes up to 50,000 miles per seat, also a super-secret number. When those seats are gone, just forget using miles for that flight.

Makes me angry just writing it.

I'd like to start a new airline. On my airline, every seat is a first class seat. Pricing for every flight is clearly published. Discounts and specials will be available, but clearly published with easy-to-understand deadlines and requirements. Meals are served on all flights over 800 miles. Our non-union employees will be given an incentive-based pay structure that guarantees them a share in profitability for helping make and keep the airline in the black. The frequent flyer program allows redemption on any flight that's not sold out 14 days before departure. Frequent flyer miles do not expire. Flight attendants are friendly, luggage delivery is the most reliable in the industry, nobody ever gets bumped from a confirmed flight, check-in is easy and fast. A free priority screening program would be provided (got to figure out how to get that through the TSA) that lets our passengers bypass the long lines and allows them to obtain a card exempting them from the radiation or pat-down.

Business travelers, and probably lots of other folks, would flock to my airline.