Outsmarting Your Airline and Sun Country
posted in Business, Aviation |Joel writes on outsmarting your airline. I do this all the time- use FlightAware and other services to tell when your incoming flight is actually arriving. Also as a pilot I have access to aviation weather and flow control information and I’ve often checked up on them when the airlines claim a flight is delayed due to ATC flow-control or weather. I’m estimate is that for the major airlines like American, United and Northwest, about half the time they claim delays due to ATC or weather its a lie. Which is not to say that the gate agents are telling a lie themselves- they may not know, but someone at the airline is. More often than not the cause is bone-headed airlines that have scheduled 50 of their own flights to take off or land at the same moment at one of their hubs, which is just inexcusably bad management.
An interesting contrast in airlines is our trip out to Minnesota two weeks ago. Outbound we flew Northwest. I just missed taking a photo of the gate sign showing our “departure time” as 10 minutes in the past. The flight was late (ok, it happens, no big deal) but they never bothered to try to keep people informed or update the displays anywhere.
Our return flight was on Sun Country, one of the newer-style airlines. The contrast was amazing- the return flight was also late. But they made announcements every 10-15 minutes keeping us updated on the status, they frequently updated the board with a projected (and fairly realistic) new boarding and departure time, and even suggested that people call ahead if they having someone picking them up to warn about the potential delay. It was the model of good customer contact through proactive honest communication.
I just don’t believe that its that hard for an airline to keep passengers and gate crews informed of what is really going on- heck, I was in Bend Oregon the other day being picked up by a friend in a small Columbia aircraft and could track his arrival with better precision than Northwest or the other guys would ever communicate to their customers. Travel can be complicated and stressful and if these big airlines would spend 10% of what they spend creating ads showing the beautiful travel experiences, on actually giving a better experience, people might not hate them so much. Instead they are just lazy and take the short cut of telling deliberate lies to try to placate their captive audience. Lets be clear- if it were not for government subsidies, the old guys would have already been out of business by now in a classic case of good capitalist “creative destruction” and there would be more room for the new guys like Sun Country, JetBlue and Southwest to replace them with good service.