United
Airlines has claimed bankruptcy since 9/11, a move to help them reorganize and
save the company. American Airlines also filed chapter 11 but has since recovered.
One reason they were hit the hardest was because it was their jetliners that were
used by the terrorists. Naturally, Americans picked up on the symbolism right
away and stopped using them. The lack of business led them straight down the path
of bankruptcy and plummeting stock. So, why then are these two airlines still
charging the highest airfares?
Wouldn't
it make sense for these two airlines to work the hardest at offering the best
deals to lure customers back? Isn't it better business to lower airfares, offers
specials, and provide the best damn customer service you could ever imagine? Isn't
it smarter to fill all seats at a lower price than few seats at the higher price,
especially if the outcome bolsters the bottom line? Isn't it wiser to appear more
humble than arrogant?
Speaking
of arrogant, another issue larger airlines still suffer from is attitude. Giving
the benefit of the doubt, perhaps the snappy repertoire and grim faces of most
gate agents lately is simply the fear of job loss. But wouldn't it make more sense
if they tried harder to please? While it wouldn't be fair to lump all employees
in at all airlines, I must remind airline executives that we are a society that
tends to live by the bad apple rule, right or wrong. Suffice it to say, the underdogs
seem to be racking up more frequent flyer miles in the customer service department
than the big dogs. Maybe there's a lesson to be learned here.
As
a customer, would you return to the business that treated you with disrespect
and rudeness, even if you got a better deal? Most people wouldn't and don't.
On
a recent flight to Chicago, I flew United Airlines. Upon returning to Detroit,
I arrived at the airport to standby for an earlier flight. Still sort of sleepy
and on automatic pilot, I checked my luggage and forget to mention I wanted to
go standby on the earlier flight, hence the luggage got checked on the later flight.
I explained my fumble to the gate agent and asked if they could get it transferred
to the earlier standby flight. (CONTINUE...)
