Airline Industry Falling Customer Service:

Nicholas Ammons

Jennifer DeKorteBraden Bicknell

“From Paradise To Perdition On the Tarmac”- Delta Flight 510

Delta 510 a 3 hour flight turn 13 hour ordeal On the ground in Columbia at 5:44 p.m Hours passed, conditions got bad on the plane,

"Unfortunately with the complexity of flying, days like this happen.“

"The crew really sort of vaporized, and that exacerbated the situation," he said. "It would have really helped a lot had the skipper served as the passengers' advocate. Some folks got very unhappy because they felt like Delta wasn't being much help."

Delta provided food for passengers at 12:40 a.m The flight finally left Columbia at 2:45 a.m. and landed

at 3:28 a.m.

Holding People on the Tarmac “Bathrooms turned foul, children got antsy and

some passengers became extremely agitated. One woman called 911 because she neededfood. Parents with small children ran short on essentials like diapers. Eventually the passengers were allowed off and held in part of the terminal, cordoned off with yellow police tape.” -Flight 510

Effort in Congress to impose a "passengers' Bill of Rights”

Customer Disservice

Changing Approach

Disenfranchisement by the .lb? Major airliners (United) make policy

to charge overweight passengers extra

700 complaints about overweight customers “spilling over” into others seats

Arguments: Only use the seat you purchased; more weight, more fuel

Enforcement: Flight attendants Question: Is this the right message to be sending to an

increasingly overweight America?

More luggage, more money Major airliners (American) make

policy to charge for checking bags

Cost saving, profit recouping measures?

The fee: ~$15 for the 1st bag, ~$25 for the 2nd bag, ~$100 for 3rd+

Differentiation: Southwest, Jet Blue, Alaska refuse to charge customers

Question: Would YOU personally plan to fly with a no-fee airliner?

Added Cost

Food in Flight Inadequate food/no food on

long flights Peanuts!? Often too expensive beverages

Non-Food Service

On board seating The “cattle herding”

approach The assigned seat

approach

Changing Approach

Conclusion

The airline business is experiencing industry wide changes Challenges related to the economic situation are creating

new demands from customers▪ Low fares VS. comprehensive service

There is room for improvement in customer service for airlines Insufficient training or hiring practices Systems designed without regard to customer needs or

wants

ATA = Air Transport AssociationAirlines.org Youtube.com

Reference

McCartney, S. (2009, April 18). The Middle Seat: From Paradise To Perdition On the Tarmac. Wall Street Journal. New York, N.Y. Apr 28, 2009. pg. D.1