I love the ongoing saga of how the airlines are so put upon that they have trouble surviving. Well, if they delivered a good product at a reasonable price, they may not have these issues. I doubt they'll ever learn though.
This morning, I took my wife to the airport. There was no one there. I remember lines to get through the TSA that would take over a half hour. I think there were 3 people ahead of her.
For the most part, the TSA and especially the airlines employees act like they're doing you a big favor by even accommodating you. Hey, it's their choice to work there, and it's our choice to fly - a choice that I'm less and less inclined to make.
We have started using a discount ticket broker - and why not? The regular fares are so much higher by comparison - and you obviously don't need to deal directly with them. The only disadvantage is that you don't always get to select a seat, or the one you would prefer, in advance. Today United wanted $49 to change to seats on check-in - and they didn't even tell us which one we would be changing from - maybe it was already a good seat and the $49 would be wasted. Needless to say we didn't go that route.
Airlines now charge or have talked about charging for luggage, pillows, blankets, water, frequent flyer mileage redemptions, meals, and seat selections. I know they'd like to nickel and dime us for more but they're running out of items to tack on. Maybe they could charge us for use of the jetway or the restrooms. That's it, bring back the pay toilet.
It's time for someone - anyone - to bring some sanity back to flying. I personally enjoy flying - it we could just do it without using the airlines.
-----
For more information on my coaching services or sales tips visit my website stevehoffacker.com or my blog homesalesinsights.com.
They are nickle and diming the public to death. I wonder if any of these companies have current business plans or if they just fly by the seat of their pants. I also have to wonder why there are so many executive level employees making really high salaries at these companies -- maybe there needs to be some cost cutting in those areas. ~Evelyn
There's no question that there's a lot wrong with the way these operations "operate" - but there's also no question that fuel prices have got to be killing their margins.
Steve -
The thing that gets me is they attempt to "bury" the costs. They attempt to keep advertised fares low - then they charge you for every little thing.
My guess is, should fuel prices moderate somewhat - they'll still charge for these!
Poor service, I agree - but now we have to pay more, and more, and more for it.
Whenever I can, I avoid flying!
DEAN & DEAN'S TEAM CHICAGO
Steve -
The thing that gets me is they attempt to "bury" the costs. They attempt to keep advertised fares low - then they charge you for every little thing.
My guess is, should fuel prices moderate somewhat - they'll still charge for these!
Poor service, I agree - but now we have to pay more, and more, and more for it.
Whenever I can, I avoid flying!
DEAN & DEAN'S TEAM CHICAGO
Steve...
The only one I agree with the airlines is luggage! Buying a passenger ticket is not a license for free shipping. Extra luggage adds fuel and time costs,.
Steve, on my last flight, my bag weighed in at 49 pounds. For one ounce over 150, they have a $100 surcharge. That, of course, would have made me hold up the line to open the thing up and remove a couple of books to get it down to 150, but what a surprise it was to learn about tht one at the airport.
Evelyn,
Not only don't they appear to have a plan, they play follow the leader - whatever one does the others do. Then they file bankruptcy and do it all over again.
Steve
Great post Steve, I think Suzanne just hit the nail on the head. Gasoline by far is their biggest expense. But you know banking seems to be nickle and dimming the public to death too, and their business isn't really tied to gasoline per-say, and not many people are saying a word. In banking I am referring to personal and business accounts. Have a good day!
Suzanne,
I think fuel prices are just a convenient excuse. Airlines were messed up long, long ago.
Steve
Dean,
I concur. While I enjoy flying, I would rather drive - up to a day even to get where I'm going with less stress and abuse.
Steve
Richard.
Maybe, people could get a credit for the length of their trip - 1 free bag for every 2 days or something like that. This airline policy has caused people to bring footlocker-sized duffle bags on the plane as carry-on, and no one is stopping them.
Steve
Patricia,
Flying is full of surprises. Today, as I was leaving the airport, I had a similar one. You are allowed 20 minutes of free parking. According to my watch I was within that when I got in the exit line. By the time I got to the ticket booth, however, because of an extended conversation between the ticket taker and the driver in front of me, I was 2 minutes over and had to pay $2.
Steve
Teresa,
Airlines have been behaving badly for years - it has nothing to do with fuel costs. Now they can blame their poor performance, extra fees, and lack of courtesy on high fuel costs - none of which are valid to me. This is a prevailing, pervasive attitude in the airline industry. It isn't likely to change, I'm afraid.
Steve
Flying is getting more expensive and they are providing less and less in the service department. I remember the days when every passenger got a hot meal and every seat had a pillow and blanket at no extra charge. I am surprised they are not charging for using the restroom now. IT is out of control!
Betina,
You're right, and I'm really afraid that as more and more people catch on to the really lousy service that airlines provide and refrain from using airlines except in a "must do" situation that the fares are going to be nearly prohibitive.
Steve
Steve,
I agree completely with your assessment! My wife and I traveled to Chicago in June, when the market was really tanking and we were shocked at the lasck of service and professionalism. It is almost becoming a self-fulfilling prophecy for them!
Have a great day,
Billy Manders
Hey Steve, Maybe seat belt rentals are next!!! LOL!!
Mike Kelly
Steve, I have decided from now on I am going by train. I used to love flying but now it is one inconvenience or surcharge after another. The train is hundreds of dollars less and dining is included. (Dining where you sit at a table and are actually served.) If we think we will need a car we travel the auto train. The accomodations are comfy even in coach. As a bonus, the kids love it and there are rarely any complaints.
Billy,
I hadn't thought about it those terms. Good observation. Whatever the least is that they can get by with. Nice corporate philosophy.
Steve
Mike,
You're right. That would be ultimate gotcha. Required to use them and required to pay. Shhhh!
Steve
JoEllen,
You're on to something there. I love travelling by train but don't get a chance much anymore - their schedules are not very convenient (can you spell "opportunity"?). One big plus for eating on a train compared to the plane (if you ever do decide to buy one of their snacks) is that there's very little chance of air turbulence on a train. Thanks. :)
Steve
Steve, if we could figure out how the Jetsons did it, that would e really cool? LOL
It really is not that hard to change a perspective and deliver good customer service. The choices are becoming thinner and thinner, so we are left with no potential options for flying. A least we can learn leasson from them on what NOT to do.
Thanks for the post. I always enjoy reading them!
Bo
Bo,
Maybe that's the answer - personal transportation. :)
I think you're right on about observing what not to do. I really don't know what the future of air travel is going to be but I know so many people who are avoiding flying because of the hassels involved. Thanks for your input and support.
Steve
Steve - I know that the St. Louis airport has really changed. Years ago, it was a busy place. I was there last month, and it looked so empty. It was really strange... :)
Debi,
That's what I noticed this morning. The last time I was in the Tampa airport at night, there weren't that many people either. :)
Steve
Debi,
That's what I noticed this morning. The last time I was in the Tampa airport at night, there weren't that many people either.
Steve
Steve
The air line may not have read any the books on customer service or marketing.
Good luck and success
Lou Ludwig
Lou,
I like it. On our next trip, each of us should give a sales or customer service book to someone at the airlines. :)
Steve
I do not know, I used to fly a lot, and I am glad i do not have to do this right now.
I think it will get a lot worst before it gets better
Anne
Anne,
I think you're right. It will get worse - because we allow it. We laugh it off, and they get away with more and more.
Steve