2010–08–04 Words Overheard: I’ll Never Fly This Airline Again
Originally posted on landoblog.com [now deprecated] on August 4th, 2010. Retrieved courtesy of Wayback Machine — Internet Archive.
I recently traveled to Los Angeles from St. Louis to visit a colleague for his wedding. Going through the airport I heard at least three times something to the extent of “I’ll never fly this airline again.” (I’ve courteously removed most of the expletives.)
Now, why this frustration? I am by no means an airline expert and only fly a few times a year. However, I HATE flying. With a burning passion. Why? I doubt there are many people out there that enjoy the process. I actually don’t mind the flights themselves: the takeoff and landings are exhilarating, the service is reasonable, the seats are usually okay, and so on. I have a problem with the rest of “The System”.
What is “The System”? It is everything that aids the actual flights. The ticketing systems, the airports, the transportation to the airports, the parking, etc… This collection of arcane and hodge-podged solutions has to be one of the worst examples of a functioning-by-a-thread system. While is is quite fault tolerant, (i.e. planes do not drop out of the sky and it is safe to fly) it COULD be better. and that’s what does it for me, it could be better. But it isn’t. Why not? well, a variety of reasons. The industry has changed over the years, technology, business practices, corporate priorities and governmental regulations have all changes multiple times since the golden age of flight. With each change comes a “patch” to fix the system to align it with the new policy of the moment.
The lack of a single guiding body is one of the main reasons for the lack of a coherent “design” of The System. There are many players, public and private, all with different agendas. There is obviously a need for travel, so much so that even those that are so frustrated with a company that they still choose to do it again. Is that a lack of competition? Kind of. Yes, there are different airlines, each one is a little different but when you look at the whole process, are they really? You’ll save a few dollars on one and an extra bag of pretzels on the other. But from searching for a ticket, comparing prices, getting tot he airport, going through security, waiting, dealing with other customers and employees and then finally getting on the plane, one might realize that the airlines do not have control over a lot of that process.
So what to do? I have recommendations, not to an airline, the government, or one single entity, but observations that would save everyone money, time, and frustration.
1) Make it simpler. Everything is included. Technology can automate a large number of tasks, yet it is not utilized anywhere near the capacity possible. Buying a ticket is a pain, in fact there is a whole market created just due to this glaring problem. Fix it at the root, make ticket prices clearer. Expose pricing information and encourage the true understanding of how the pricing works. Security is complicated. Good luck if you encounter a problem or need to change something. Want to know what you’re paying for? Good luck. By reducing the complexity of the system, the possibility of errors is reduced and it can be optimized properly. Instead of having 40 cases of how a ticket can be handled, have three that work very, very well.
2) Change security perception to security. I want to feel safe when flying, however, I don’t think taking my shoes off at the security checkpoint is actually contributing to that. Now, millions of Americans think it is, which makes them happy. I understand and recognize the significance of that, but when the process forces me to loose four hours a trip to get to the airport early IN CASE of a security backup, that is not an elegant solution.
3) Make it more convenient. Why do I have to search the entire waiting area for a power outlet? Why is it that when I find one it can’t hold my plug in? Why the hard-to-use airport layouts? While that is the fault of ineffective designers when they were built, actions can be taken now to make travelers aware of what they need to know using technology for very little money.
4) Take the time and money to fix problems. Why are there so many people that get bumped off a flight and are furious when there is a plane-full of people, one of whom would have likely taken a voucher for the next flight and been happy about it. Is the cost really justifiable to screw these unlucky individuals so badly? It may be, I don’t know. I doubt it though, chances are the ones that are have the power to make these changes are too busy trying to “fix the problems” (of revenue) that they are ignoring the problems where the solutions can be found that cost less and be implemented faster and easier. Which eventually lead to more revenue and reduced costs.
5) Increase information availability. Flight times, delays, ticket bookings, bumped passengers, etc… While most information is available, some of which is well integrated into products and tools now, it needs to be a work in progress with an eventual goal of complete transparency. I’m not saying that every passengers name needs to be on a list next to their child’s favorite stuffed animal, but all of the mechanics of the system need to be available at a moments notice and updated on an immediate basis through automation.
Overall, it’s evident that design concepts can be effectively applied in the commercial aerospace industry, but it takes extensive time and thought to do it right. Let’s just be happy that the whole things works as it is.
