Last month I had eight scheduled flights on American Airlines. Unfortunately four or exactly half of those flights were cancelled. As you are reading this you might be thinking:
- He is very unlucky
- He flies too much
- The same thing happened to me
- What’s your point?
After my last flight was cancelled and I was on my next flight, I started to think about how funny and ridiculous this was at the same time. More important what could the airlines do to help out the customers and soften the blow of another cancelled flight. I must admit I found comedy in my last cancelled flight (which was because of a mechanical problem) because the flight attendants made numerous announcements and basically were pleading with customers to take a later flight for a $500 travel voucher. Yes I think it is really funny that customers got $500 to take another flight from a flight that never left! Sorry I just wanted to share that with you.
Here is my idea – I think airlines should give out cards or something that they can keep track of how many cancelled flights a person has. After a certain number–maybe five–the traveler gets a free flight?
I realize that some of the cancellations are because of weather (only one out of my four) but lots of them are because of mechanical troubles.
What do you think of my idea?
- Do you think the airlines would go for it?
- As a frequent traveler do you like it?
- Should it be a free flight after five cancellations or another number?
- Do you not take a certain airline because of too many cancellations?
I look forward to reading your comments.
Jeff Adler says:
I don’t think it is coincidence this is happening to you on American Airlines, which has one of the oldest fleets in the sky. I fly Southwest most of the time, and they have one of the youngest fleets in the sky. I rarely have delays due to mechanical problems.
Granted, Southwest is a lot more convenient for me at BWI than it might be for Merrill at Love Field.
Fee Sepahi says:
Hi Merrill,
I would agree that there needs to be some form of tracking and compensation, to the passenger. After all, if we try and change our reservation due to medical, death in the family, etc., they have no qualms about charging us a ransom “change fee”.
I’m stuck (ish) with US Air as this is their hub and about 30-40% of my flights are delayed, canceled, or otherwise annoying. I would agree with Jeff, that on the odd occasion I catch a good fair, for personal travel, on Southwest, they are not only on time, but if they’re not, they make every effort to make it up to you.
As an example, last year on a return trip from SFO the Southwest flight had a mechanical issue and took off 2 hours later than scheduled, but the pilot promised to make up the time in the sky. Not sure what the speeding rules are in the air, but not only did we not feel it, we got into Philadelphia 20 minutes earlier than scheduled.
They all have the tools to do the job, I think it’s the motivation that’s lacking, in certain companies.
Safe travels.
Fee
Merrill Dubrow says:
Interesting news I thought I would share……
Feb 17, 2010 16:01
__________________________________
News Alert
from The Wall Street Journal
American Airlines, already facing heightened scrutiny by federal safety regulators, has been hit with a proposed $2.9 million civil penalty for alleged maintenance violations at its American Eagle commuter unit.
The latest move by the Federal Aviation Administration covers American Eagle commuter jets that the agency contends carried passengers on more than 1,100 flights in 2008 after undergoing improper repairs to their landing gear doors.
The FAA’s enforcement action contends that more than 200 of the flights occurred after the airline recognized the mistake and realized the aircraft weren’t in compliance with mandatory government safety directives. Those directives required removing certain landing-dear doors before doing the repairs, but the FAA contends the airline fixed doors on several of its Bombardier regional jets without taking them off the planes.
http://online.wsj.com/home-page?mod=djemalertNEWS
Jeff Tanner says:
I fly American, too, and am a Platinum flyer so I fly a lot. And yes, flights are cancelled due to mechanical issues. But into Waco, we fly brand new ATRs and flights are cancelled all the time.
I think load (or lack of) is a common factor.
But imagine what it would be like if you ordered french fries at McDonalds and they took your money, then brought you apple chips. No explanation, just decided to give you apple chips.
All too often, that’s what it’s like flying American.
And btw, they don’t need a card. They have the info already. They just choose not use it.
kelly says:
Airlines drive me nuts. If we ran businesses the way they do we would not survive. I believe their customer appreciation programs are killed by the rules that govern them.
Your idea of a free flight for every 5 cancelled flights is a great idea but it would just irritate customers more because of the rules surrounding the gifted flight. And what if it was cancelled – hahaha!
It reminds me of a quote I love:
“Customers don’t want their money back; they want a product that works properly”
Dan Burton writing in Fortune Magazine
Dan Bernard says:
I’m a platinum on American too and I can’t remember the last time I had a flight cancelled. I just want to make sure I’m not on any of Merrill’s flights in the future.
gary lawson says:
In general I think its not a bad idea and the airlines, who want their business customers to be happy, might take up your suggestion, although of course it seems likely to have a negative reminder quality to it. Maybe M/A/R/C can come up with a nifty solution. That said, every airline has its share of problems. Its one of the worst businesses to try and produce gains for shareholders, and if you are thinking nationalize it, realize that many national owned airlines have failed and were no safer. I paid for law school refueling airplanes at Kennedy Airport lo many years ago. I think the airlines could come up with some way to further in-cent their mechanics to do a better job, perhaps it will help. We just need workers, at all levels, from the ground crews and mechanics up to the highest ranks of management to think, “I am proud of what I do, and I want to do it better.” Technology will soon help as airplane parts get smarter, they will self report wear on parts and maintenance will become better. Be nice if they took some of their fleet out of mothballs too. Maybe Congress can give them a break?
I’d ask your readers/bloggers, “When you got off a good flight, did you poke your head into the cockpit and tell the flight crew you enjoyed a great flight!” If not, try it. Maybe if we flying public both complain when appropriate and show praise when appropriate, not just look for the cheepest airfare, things might get better.
Merrill Dubrow says:
gary,
Appreciate your comments. I actually do poke my head into the cockpit (even if I am delayed 3 hours) after every flight and thank the pilots for a safe flight.
They actually seem to like it and appreciate the comment.
Merrill
Will Morris says:
Merrill,
So what you need is the opposite of a frequent flyer card but rather a frequent cancellation card. You could get it punched each time and redeem it after X amount of cancellations. Or maybe they could just give you 10,000 miles each time.
I don’t fly as much as I used to, but I just got back from California last night from visiting Zack. I felt like I was lucky to get one small glass of water and never got a second one. They asked for my trash twice, but still only one glass of water. I never counted, but certainly there are fewer stewards on a flight these days since the service is limited to just 2 or 3 trips down the aisle per flight.
Kelly Heatly says:
I like Will’s suggestion about the miles. I think airlines should award miles or points for a cancelled flight — in addition to the miles you earn for the made-good, booked flight. In other words, handle cancellations through the frequent flyer reward program vs. vouchers or punch cards. This should take the edge off the pain of cancellations (via upgrades, free flights, upgraded status, etc.)