An article in this past Sunday's Chicago Tribune (in the perspective section on Sunday July 27, 2003) purports to offer United Airlines advice on what they should do in order to be successful. I was a little disappointed in the advice offered. It was all generic. I expected something a little better from The Chicago Tribune. The advice given wasn't all that different than what you'd see in those magazines that purport to tell you in a short article "How to Live A Happier Life" - the advice in those publications goes something like, " Stop Worrying About the Little Things" and "Take time to smell the roses" Well, duh.
The advice for United contained similiar gems like, - "Speed up security at the airport" and "Rediscover your past". All great stuff I guess but hardly real earth shattering.
I doubt that anyone will really read anything I have to say and take it seriously. However, the problem with the airlines is something that's bugged me for a long time and I would find it highly therapeutic to be able to get some things out in the open. So, if anyone there at UAL happens to read this, take note of what I say here. If I'm saying it, then I bet a whole lot of other people are saying it as well. This is what I think is wrong with the airlines and, yes, I too have advice for how it should be fixed.
A few years ago I had occasion to fly to Detroit from the nearby "Greater" Rockford Airport. The flight was on one of those little airplanes run by the smaller regional carriers. The ones people refer to as Puddle Jumpers. I'd never flown on a commercial aircraft that small before so I was a little curious about the experience.
Aside from the fact that turbulence feels a little more - up close and personal - in a smaller airplance, it was very enjoyable. I actually had a chance to interact with the others on the plane. With only about 20 passengers or so there's an intimacy present that you don't get on the jumbo jets. As I sat there during the flight, I comforted myself with the fact that if the thing ended up going nose first into the ground that my name would be easily found when they listed all the unfortunate passengers on the nightly news. On a large jet, say a 747, my relatives would really have to be alert to see my name -- if the names would be listed at all.
The chance to fly on a much smaller airplane led me to the revelation that the experience of flight was much better on a smaller scale. This started me thinking about "The Golden Age of Aviation", the time between World Wars I and II when aviation blossomed. At that time, the number of passengers on a commercial aircraft was still relatively small. The airlines focused on the excitement of the journey, the luxury of traveling in this manner, and on treating the passenger so they felt special.
Would it be possible, I wondered, for the airlines to somehow return to that period of time. A time when flying was considered a luxury and a privilege, not just a necessary evil?
Apparently, someone else had some of these same ideas. Within months after my thoughts on this, a book by a guy named James Fallows caught my eye. His book, Free Flight: From Airline Hell to a New Age of Travel essentially came to some of the same conclusions. Unlike me, he probably knows what he's talking about so I would encourage you to check out his book.
So, here are my gripes with the airlines as they operate today, and then some advice which I'm sure they'll follow. (Not really, but it doesn't hurt to be optimistic does it?)
Okay here's the long awaited advice:
Stop trying to make bigger, more gargantuan airplanes to hold even more passengers. No one enjoys being crammed onto an airplane that large. Instead, work on smaller, fuel-efficient aircraft. Fly more routes to smaller towns. With the smaller numbers on each flight start treating the passengers as valued customers. Serve them dinner while you're at it and keep the cost predictable and affordable. Let them feel special for a change.
The airline that figures all of this out is going to be wildly successful. Sure, some airlines will still exist, and even be profitable as virtual cattle cars of the sky. But the real money over the long haul is the same place it's always been - great customer service.
Think back to the Golden Age of Aviation. Isn't this how it started and wouldn't it be really cool to fly like this again?
Sometimes people say too much. They talk about personal, private things that other people don't want to hear. They might discuss the last time they clipped their toenails or their Uncle Lester who happens to be in the State Penitentiary. When people say these types of things it is, "Too Much Information" or TMI.
This content area is known as a web log, or Blog and serves as a place where I can write about whatever seems interesting at the time. I doubt you'll see anything scandalous or too outrageous in these posts. But if you disagree with my opinion you might feel that it's Too Much Information.
The items posted are simply opinions and aren't intended to be a doctoral dissertation or the last word on any given subject. Please take a few moments to read my latest post - read all of my posts if you'd like and feel free to send me some feedback.
-JD Mays
July 2003
Stillman Valley, IL