With the overall deteriorating conditions in the airline industry, the decision to take a commercial flight anywhere, for any purposes, seems to require a true leap of faith that something untoward will not happen. What was once an enjoyable experience has become, in far too many cases, an ordeal far beyond the benefit of the availability of airline travel. I indeed feel sorry for those whose business or profession requires frequent airline travel - they should be receiving combat or hazardous duty pay.
The most prominent current example is the rarity of the photo at left - an American Airlines jet in flight. This week, hundreds of American flights have been grounded so that electrical wiring inspections and repairs can be effected. One must wonder who has been asleep at this particular switch - has American simply dropped the ball on maintenance in favor of the short-term bottom line? Or, has the FAA simply failed in its regulatory responsibilities? Most likely it is a combination of these factors, but the end result is virtually an entire airline company being grounded for the better part of a week.
The FAA has long been criticized for short-changing airline safety. Right here in Lexington, some would blame the FAA for only having one controller in the tower when Comair Flight 4191 a little over a year ago attempted to take off on the wrong runway , a too-short private strip, instead of the main commercial strip. While others would argue "pilot error" due to the pilots apparent failure to check their compass heading before take-off, there is at least some merit to the thought that the safety net of controller oversight was a bit too thin that morning, leading to a crash and 49 fatalities.
But the deterioration is not just on the safety front. Airline service has gone downhill to the point that is is below non-existent. Passengers are trapped on runways in overheated jets for hours. The now-infamous Jet Blue incident ran to ten hours, to the point where bathroom holding tanks overflowed and effluent was running in the aisles. Yet if passengers rebel at inhuman treatment, they are charged with a Federal crime. The State of New York tried to pass a passenger's Bill of Rights, only to see it struck down in the Federal courts as an unconstitutional "interference with interstate commerce." There is little hope of similar Federal legislation - after all, Congress gets privileged service at airports and by airlines - why do they care?
Some family members of mine recently experienced what has become a too-typical airline horror story. My brother-in-law, his wife, and their three children had traveled to Punta Cana in the Dominican Republic for spring break. Their return flight, via New York's JFK Airport on Delta, was delayed over three hours, allegedly due to "weather." (They later discovered there had been no bad weather in New York. Did Delta lie? You decide.) Over one hour of the delay was spent sitting in the plane, on the runway, with no air conditioning. One man who tried to step out the open door to get a breath of air was arrested by airport security.
Upon arrival at JFK, around 8:30 p.m., their connection to Cincinnati had long since gone. Delta had not
re-booked anyone, and offered no hotel vouchers, no transportation vouchers, and no meal vouchers - the passengers were on their own. Delta employees, all of whom displayed horrible, offensive attitudes, said the delay was "not their fault" so they owed the passengers nothing. My family members stood in line for approximately one hour to re-book their flight, and were waited upon by someone who was clueless in operating Delta's computers. They were re-booked on a flight that did not depart until 4:30 p.m. the next day. In the meantime they had called my home, because we were looking after their dogs, to let us know that dog care duty would be extended one day.
I got on the Internet via the Orbitz service, and found numerous flights from the New York area that left far sooner than the one Delta had chosen. One in particular from JFK had more than ample seats left on Orbitz, so I am confident there were plenty of seats to have accommodated returning them home on a flight that reached Kentucky before they eventually even left New York. But this flight was never offered by Delta. There were also many options from LaGuardia or Newark with ample seats available, but Delta did not offer those flights, nor ground transportation for five people with nine bags. They were essentially abandoned by Delta and left entirely to their own devices. They found a Holiday Inn and spent the night, opting to stick with the flight on which they were booked rather than hassle with Delta any further. All-in-all, this additional odyssey cost over $800 additional expenses on which they had not planned, including $200 per night rooms, and $20 cheeseburgers and $10 drinks at the hotel bar.
In a time when many major airlines have entered bankruptcy, are all facing rising fuel costs and aging airplane fleets, and are competing for passengers and their very survival as businesses, I find it amazing that they have become such abject failures in the one thing they do control, customer service. In the past when my work required much more extensive travel, I faced delayed and canceled flights, and then almost always received assistance from the airlines in re-booking, and in subsistence while I was stranded. As demonstrated by my family's experiences, and the hundreds of other horror stories we hear, the days of useful customer service are apparently gone. Now, we have airlines who lie to passengers about the causes for delays, and offer no useful help in their need to adjust and find their way to their destination. We have airlines that do not offer any subsistence assistance, leaving many passengers to sleep as best they can in dirty, drafty terminals, and eat over-priced fast food from kiosks. If travelers do not have the savvy or technology to get on-line and rescue themselves, they are merely helpless sheep with whom the airlines can trifle as they wish.
I am so thankful that my work has changed and I do not fly nearly as often as I once did. But I pray for those who must do so, for they must face the travails of an airline system that is of questionable safety and from which they will receive little care or assistance if travel plans go awry.
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