View from an airplane
I fly a lot, both domestic and international and I thoughtfully read articles talking about trends today which might be a pain in the kiester tomorrow. I hear a lot of talk about the degradation of airline services lately and I think it's mostly deserved, although it not clear who the villains are: the execs, the unions, Dick Cheney (I always include him on a bad guy list.)
There have been some outrageously bad cases in the last year, such as the notorious Jet Blue meltdown that left some passengers stranded for up to ten hours with no facilities. Some states are starting to do something about it...New York has just passed a law that takes effect after New Years that forces the airlines to provide a minimum amount of services such as bathrooms, clean air, food and water to passengers stuck on a plane for more than 3 hours. The state can levy up to $1000 per person if this rule is violated.
Naturally the airlines are going to court to block the law.
I understand their concern. Many of them are in bankruptcy or heading there. The last thing that they need is another unanticipated expense. As corporate officers, they need to protect the shareholders' value.
However, as corporate officers, they have an ethical obligation to "do the right thing", even if it costs them. Bathroom breaks every 3 hours? Come on.
It's not just the money, it's also an attitude. Employees of this industry (and I mean ALL of them), from baggage handlers to flight stewards are rarely friendly, often discourteous and frequently bullying and rude. Of course I'm talking about North American airlines. The European and Asian ones are mostly pretty good on the service front and they usually serve some food even on a quick flight.
What other industry would invent the munchkin can of coke with less liquid in it than a zit?
Perhaps the solution is for the government to nationalize the industry, fire all of the untrained service people like the aging barmaids-in-the-sky, pull the customer service business back from India and clean house. First priority is safety. Second priority is fiscal responsibility. Third should be customer satisfaction.
(And how about some freaking food on five hour flights!!)
Posted on December 18, 2007
