Air Travel: Three Ways to Improve it (cc: All major airlines)


Maybe I am getting older and more crotchety. Maybe, in general, airlines have lost a focus on customer service. The latter seems much more likely given my incredibly youthful appearance and brilliant intellect, brilliant being loosely defined.

1. Remove the portion of the airline training program where flight personnel are taught that passengers are convicts with no rights. Passengers are the customers. Not convicts.

2. Institute compensation for flight personnel who do provide incredible service. Several airlines currently offer the ability to complete a survey via the screens located in the seat in front of you. However, these survey’s are generic and do not provide the ability to recognize specific members of the flight crew. I should be able to recognize excellent customer service on a flight. When that flight attendant or pilot reaches the ground and turns on their iPhone they should have an email from the airline indicating the recognition of their service by a passenger and the dollar amount of the incentive compensation they will receive via direct deposit in two business days. It’s very clear to me that customer service is not clearly and directly linked to the compensation of the flight personnel by the airlines.

3. Reconsider the use of electronic devices policy. It boggles my mind that with current technological advancements that a passenger with his iPod playing while flying below 10,000 feet provides any legitimate threat to the safe operation of planes, air traffic control, etc. I can certainly understand safety concerns in regards to large objects not being stowed upon landing but last time I tried I was unable to carry on a desktop computer.

4. To the extent the diagraphm with the terminal PA system has been ruptured and announcements made by the terminal attendant sounds akin to Ozzy Ozbourne screaming into a microphone consider replacing the PA. That way passengers will not have to approach the terminal attendant to ask questions which have already been answered via distorted announcements. This also provides one less opportunity for the generally disgruntled terminal attendant to act like the passenger is an idiot for asking a question.

Clearly I am pointing out certain failings in air travel. The fact that you can be transported anywhere in the world whenever you want, generally arrive on time and safely points to the airlines being responsive to market demands and the dedication of airline personnel in meeting customer demands. I am merely suggesting a few tweaks that would take the edge off the traveling experience. We might even be willing to pay more for a ticket. Until then I will continue to use my Gulfstream G650.

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4 thoughts on “Air Travel: Three Ways to Improve it (cc: All major airlines)

  1. I’m laughing — all very good observations and suggestions. If only someone in the airline industry would read your blog…many problems would be solved. But of course, this is your mother speaking…

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