This week we unveiled a new customer service feature in the terminal lobby. It’s a 40-inch video monitor that displays three different data feeds:
Enjoy.
Heads up! We received word yesterday that Allegiant Air plans to stop accepting cash payments at the counter, effective the first of September. Debit or credit card only…
Continental Airlines has confirmed it’s testing a self boarding procedure at Houston Intercontinental Airport. In other words, instead of having an airline employee scan your boarding pass and then allow you to board the plane, you’ll have to do it yourself.
That’s the gist of a story today in USA Today. The paper writes, “The Transportation Security Administration, which is in charge of air security, “determined it does not impact the security of the traveling public,” says Greg Soule, a TSA spokesman, adding all passengers are screened at airport checkpoints prior to arriving at boarding gates.”
Read the rest of the story here.
I’m not sure why, exactly, but this story about Southwest Airlines reminds me of a Mother Goose nursery rhyme…
Jack Sprat
Could eat no fat,
His wife could eat no lean;
And so,
Betwixt them both,
They licked the platter clean.
American Airlines has a new customer service friend. Its name is Yada, That’s short for “Your Assistance Delivered Anywhere.” Read more from WFAA-TV.
The Detroit News reports that some airlines will waive bag fees if you use an airline credit card. There is, of course, a catch: the credit cards have annual fees.
This news comes on the heels of a survey which found, among other things, that “given the opportunity, 68% of respondents said they would fly at an inconvenient time of day with an additional connection in order to avoid fees; 32% said they would bite the bullet and pay the extra money to fly at a convenient time. 62% also said they would forego a carry-on bag in order to avoid a fee.”
All these fees probably won’t go away any time soon. They generate too much income. By some estimates fees generated over $7 billion last year.
And here’s an airline revenue stream you may not have thought about: shopping catalogs. You know, those catalogs in the airplane seat pockets. Last week I flew to San Diego and had a chance to browse one. This particular catalog featured one of those spiffy upside down garden things for $89.95. Earlier in the week I saw one at a Springfield Wal-Mart for $15.00
The Federal Department of Transportation (DOT) has proposed new airline rules designed to protect consumers. Here’s the list of rules, as outlined in the DOT media release:
Read this scathing indictment of airline customer service (and about the need for the new rules) from aviation analyst Michael Boyd. Usually he has nothing good to say about the DOT. This time he’s making an exception.
Word comes this morning that five Airlines have promised they won’t charge customers for carry-on bags. That’s according to U.S. Senator Charles Schumer.
Schumer took the entire airline industry to task last week after Spirit Airlines announced a plan to charge $45 per carry-on. The senator threatened to unleash the U.S. Treasury Department on airlines, using the unique argument that charging bag fees is tax evasion. Apparently some airlines don’t like the sound of that!
Read more from Reuters, via the New York Times.
Mark emails us with these thoughts:
“I have a company in the area that has clients who regularly fly to Branson/Springfield area. I am struggling with your website, because I cannot find out on what day what flights come in and out of the airport. With this information I would be better able to help assist my clients on what days to travel from what cities. On another note, has there ever been talk about adding a direct flight to the northeast such as Philadelphia, Newark or Washington/Baltimore? Many of our clients fly to and from this area of the country and I assume that a sizeable number of people fly to the northeast since it is such a hub of population.”
Mark… We’ve have found that trying to publish a dependable airline schedule is like trying to nail jello to a wall. That’s because airlines are continually adjusting schedules. We have also found that few people have the expectation of seeing a published schedule. When they want to travel they typically go to an airline or travel web site. They input where they want to go and when. They are then offered choices and they choose. In this day and age very few people begin the travel itinerary process by wanting to see a schedule.
We can make the general statement that the service offered from Springfield by Delta, American and United is daily service. In other words, each of these airlines fly to their Springfield destinations daily. On the other hand, Allegiant airlines typically flies to each of its Springfield destinations several times a week. You can find airline and destination information here:
http://mobile.flyspringfield.com//airlines.htm
As for you thoughts about service to the Northeast, it is not a matter of “talk.” It’s a matter of the airlines deciding they want to fly directly from Springfield to a Northeast city. The current state of the airline industry works against us in this regard. Here are a couple of the factors:
Bottom line: from the airline perspective we have service to the Northeast. We just have to connect through a hub to get there.
Several items of interest today…
Spirit Airlines says it’s going to start charging a fee for carry-on bags. Yes, you read right. The airline plans to charge $45 for each piece of carry-on luggage, starting in August. Let’s pause for a moment to let the steam blow out your ears…
Feel better?
Spirit was savaged this morning on the network news programs, with anchors making one disparaging remark after another. And, well, who can blame them? I suspect they spoke for anyone who flies. We all understand that the airlines need to make money, but at what point will they get serious about CUSTOMER SERVICE? When will they start making the customer a priority?
Will other airlines follow Spirit’s lead? Depends on how much heat Spirit gets. If it’s minimal, the other airlines will probably follow.
Meanwhile, European airline Ryanair is reportedly working on a scheme to charge customers for using the lavatory. That’s leading to such headlines as, “The Ultimate Airline Insult: Pay to Pee!”
The business press has been busy the last couple of weeks reporting on increased revenue for domestic airlines. It’s missing the flip side of the story: “Solid Worldwide Airline Growth Trends Continue in April, with the Exception of North America.” The report from OAG contines, “All regions, except North America, continue to show solid growth in capacity and frequency.”
Aviation analyst Mike Boyd reinforces the point:
“…the 3Q will be strong for the US airline industry because they are not adding capacity. Plus, most have safety valves to pull down capacity if the recession deepens (yes, deepens - who’s kidding who? with 9.7% unemployment, close to 20% under-employment, higher taxes in the wind, jive-time “job creation” stats that are bulked out with census workers, and $85+ oil, this isn’t a robust picture of the future. Any credible passenger forecast must consider these factors.)
No doubt about it, the aviation news today is not warm and fuzzy.
