I ran across this survey. It tells a lot about both passengers and airlines. First read it:
PRINCETON, N.J., Aug. 15 /PRNewswire/ — The latest in a
series of "Ouch Point" surveys from Opinion Research Corporation (an
infoUSA Company, Nasdaq: IUSA) cites flight delays (16 percent) and
"parking lots" on the tarmac (16 percent) as consumers’ top
complaints when traveling by air.Causes of airline angst appear to vary significantly with
age. Nearly one quarter of those respondents between the ages of 35 and 44 were
aggravated by delayed or canceled flights, compared with only 13 percent of
those between the ages of 18 and 24. For younger respondents, lost luggage was
the biggest source of irritation (18 percent)."Strict safety regulations have contributed to a
diminished customer experience in recent years," said Wayne Russum, Vice
President at Opinion Research USA..
"Airlines also have to contend with measures outside of their control,
such as weather and traffic delays, which further impact the customer
experience and can potentially damage the airline’s reputation. Young adults
appear to be more tolerant of these inconveniences than older generations
are."Although recent carry-on luggage restrictions did not appear to be a
significant concern for most respondents, those between the ages of 18 and 24
(10 percent) were the most likely to take issue with having to reduce cabin
baggage. Interestingly, the higher the household income, the more likely the respondent
was to be annoyed by delayed or canceled flights (23 percent) and sitting on
the runway for more than 30 minutes (21%).The survey also revealed that a sizeable proportion of
respondents (38 percent) did not believe that airlines are honest about the
reasons for flight delays or cancellations.Consumers top airline travel "Ouch Points"
include: Delayed or canceled flights 16 % Sitting on the runway for more than
30 minutes 16 % Lost luggage 13 % Long lines for security 9 % Long lines at
check-in 8 % Crowded flights where every seat is taken 7 % Carry-on baggage
restrictions 5 % Rude flight attendants 4 %.Opinion Research Corporation’s "Ouch Point" series
is a monthly survey examining tolerance thresholds in a variety of common
scenarios facing Americans in both their professional and personal lives every
day.
I find it amazing that people are upset about "parking" on the tarmac waiting to take off. The main reason for that, in virtually every case, is weather. I flew from LA to Chicago the other day and there was a big thunderstorm sitting over O’Hare. So we had to wait in LA for an hour and a half until the storm was passed and it was safe to land there. What would the public have preferred? Just take off and when we got there to circle and then have to land in St Louis? Or just roll the dice and try to land in the storm? Are these people nuts.
RULE NUMBER ONE: When you fly, particularly in the summertime when weather is crazy, be sure you have enough time at the other end of the flight so you can be very late. If you have time constraints, go the day before. In any case, have a lot of reading with you so you have something to do while you wait.
I find it not quite so amazing that flyers feel that the airlines lie. Because they do. Usually not about weather, but certainly about mechanical problems. And if you catch them in one lie, you have to assume that they will lie about another.
RULE NUMBER TWO: It makes no sense for an airline to keep its planes on the ground, ever. They make money only when the plane is in the air. The longer it sits on the ground in one airport, the more it costs the airline. Period. So calm down, don’t yell at anyone, and relax.
RULE NUMBER THREE — For Airlines: For goodness sake, tell your passengers the truth, always. If you don’t know, tell em you don’t know. Or give it your best guess. But in every case, let them make decisions for themselves. If you are going to have to sit on the runway for 3 hours, let them get off if they want to before you go. Keep their bags (they have already been screened). Tell em they can rest on the ground and take a later flight or even another airline. I guarantee that 98% of them will sit on the plane and be very happy. Why? Because they made the decision, not you.
RULE NUMBER FOUR — For Airlines: Let your crew in the planes make some decisions. If you are on a runway, after landing, and can’t get to a gate for an hour, or two, or three, have them roll some stairs up to the plane, and let people get off and be trucked to the terminal. At least they can get some food, relax, and make arrangements. Keeping people on planes is the worst possible thing you can do. Believe it. Even if the terminal is crowded, people can decide to leave the airport, go home, go to a hotel, and sort out their bags later.
I note that people are worried about lost bags. I have discovered that bags don’t get lost when you carry on. But that’s just me. Some say thay have to check their bags because they have liquids. Cool. But remember, there is a risk. I know many who simply don’t take liquids, or buy some when they arrive. Carry on is the way to go. I have a staff member who brings a suitcase the size of Montana for one night. Get real. My wife has taught me that you pack to fill the suitcase, not the trip. So if you want to take less, take a smaller case.
RULE NUMBER FIVE: Baggage will get lost, particularly if you are not on a non stop flight. The more stops, the bigger the chance for loss. If you are running late, assume you bag will not get there. The airlines try, but they simply cannot handle the baggage traffic perfectly. My guess is that 99.5% of all the bags get to where they are supposed to go, but that .5% can be a lot when you are dealing with millions of bags a day. If your bags are lost, relax. Most likely they will be delivered to your hotel or house by the next day.
And I just love the part about all the seats being taken. What? The airline is supposed to put fewer people on the flight so you can have an empty seat next to you? Are you nuts? You complain that the prices are too high and you want to raise them? Sheesh.
Just my comments on the summer air rush as I start a few more treks around the country in the next few weeks. Look for me in Chicago, Milwaukee, New York City, Ft Lauderdale, Hollywood, CA, and most of Northern Jersey, assuming the plane is on time, of course.
JVH
18 Responses
“RULE NUMBER FIVE: Baggage will get lost, particularly if you are not on a non stop flight. The more stops, the bigger the chance for loss.”
Precisely why I started using Global Bag Tag on everything that’s going to be out of my sight during the trip.
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