Airlines and social media: dialogue waiting to happen

by Tom Johansmeyer on

Social media means that airlines just have another place where they can be raked over the coals. We complain to ticket agents. We complain to gate agents. We complain to customer service reps. And now, we can complain to the world, thanks to the likes of Twitter. I, for example, follow @DeltaSucks, though there hasn’t been any action on it in several months. I don’t just listen, though. When I’m stuck in an airport, I tweet relentlessly, and I know I’m not alone.

So, what’s an airline to do about this? And Facebook? And YouTube?

The attack is coming on all fronts, and an industry that’s been beaten up so severely and so often has few options. For now, the response is limited to tweeting fare deals, but obviously, that does little to address the continued stream of negative exposure to which the airlines are subjected.

When in doubt, the philosophy on social media complaints appears to be silence. Continental and American Airlines wouldn’t comment on recent tweets from disgruntled fliers, according to a Reuters report. They are monitoring and claim to be responding, but that’s about all. Billy Sanez, who manages social media for American’s parent, AMR, believes that these platforms make it easier to open a dialogue with passengers … but where is that dialogue?

When I got pissed off at JetBlue a year ago, I wrote about it on my personal blog and heard nothing from JetBlue. But, I did hear from other passengers … one of whom was afraid to say too much because he was still in transit and didn’t want to risk angering the airline. This level of paranoia may be extreme, but the implication is clear: passengers could find even a small blog, but airlines are squandering a chance to really engage the people who pay their bills.

Christi Day, who takes care of Twitter and Facebook for Southwest Airlines, told Reuters, “The main thing that our customers need to know is that we hear them.” But, again, there is no discussion of what the airline is doing about it.

Customers finally have a voice, and as we saw with “United Breaks Guitars,” it can get pretty loud. While the airlines may be listening, we’re still waiting for the second half of “dialogue” to happen.

Plane Answers: Pilot asks, “Is there anyone on board with internet access?”

by Kent Wien on

It just might surprise you to know that when sitting on the ground, waiting out a line of thunderstorms, we don’t have access to depictions of real-time weather updates. We can fire up the radar and look ahead for 40 or so miles, but there’s just no way to know if a re-route offered by ATC is going to keep us out of the weather or create more problems further into our flight.

Cessna 172s have real-time weather capability with a $50 subscription to XM Radio’s WX Satellite Weather, but so far, no domestic U.S. airline has incorporated that technology in their airplanes. We checked out Virgin America’s cockpit a few months back and found that even they don’t have this capability built in yet, though they did at least have GoGo inflight wi-fi which could potentially help.

So it shouldn’t come as a surprise when passengers aboard a Continental Airlines flight were asked if they had a laptop with internet access while on the ground waiting for weather to pass.

In an apparently savvy move, the captain borrowed Evan Gotlib’s wi-fi card equipped Macbook Tuesday evening to try to come up with a routing out of Newark that would get around ATC flow-control restrictions.

Evan writes on his blog:


There were two or three different lines of storms in the west and south that were affecting all Newark outbound air traffic. There is no mechanism on a 737-500 to look at weather. The radar they have only works in flight, and even then it can’t show what’s happening outside of about 50 miles. We were 50th-yes 50th-in line for takeoff and the captain said that at that point air traffic control really does not care anymore. Their number one priority is international flights, then they get to domestic. So he wanted to see if he could figure out a new route around the storms that he could propose to air traffic control. Neat.

So they used my laptop to go to this site: http://www.intellicast.com. The best part was that neither of them knew how to drive a Mac, let alone Safari, so I surfed for them. It was cool to listen to them talk about different flight plans. This went on for a few minutes and then they got on with air traffic control and someone found a new route. I’m not sure if it was us or air traffic control, but I’d like to think it was us.

I was really hoping for a pair of wings or an honorary junior captain’s badge or something but all I got was an extra cookie from the flight attendant. That was pretty cool.

Oh, one more thing. I’ll never be able to help when the “is there a doctor on board” announcement comes over the PA system. But when the “is there someone with wi-fi who knows how to use the internet on board” announcement is made, I’m there.

Nice job on the captain’s part for thinking outside the box. Of course, a few of us have discovered the power of an iPhone in this situation, but whether it’s a connected laptop or an iPhone, nothing beats the coverage and situational awareness that XM’s service provides. It needs to be built-in and accessible by every pilot, in every airplane that an airline flies to be effective.

I’m hoping airlines will recognize the benefits of connecting cockpits to a reliable weather source. But we could even take it further. Imagine inflight sensors that could transmit more accurate and detailed turbulence levels from aircraft all over the country that could be displayed on our map and updated in real-time. Oh, but I dream.

Until then, if you hear us ask to borrow your wi-fi connected Mac while number 50 in line on the ground, don’t all rush to the cockpit at once.

Do you have a question about something related to the pointy end of an airplane? Ask Kent and maybe he’ll use it for the next Plane Answers. Check out his other blog, Cockpit Chronicles and travel along with him at work.

Few solutions offered for passengers trapped on plane overnight

by Alison Brick on

Even Gilligan used his creative wits better in crisis.

The 47 people on-board a Continental flight last Friday night found themselves on their own “three-hour tour,” a la Gilligan’s Island. Rather than taking three hours to fly from Houston to the Twin Cities, they were stuck on the tarmac in Rochester, Minnesota for nine hours overnight, not even leaving the aircraft. The flight, operated by ExpressJet, had been diverted to Rochester because of thunderstorms in the Twin Cities.

Nine hours is a really long time, don’t you think?

One passenger told the Minneapolis Star Tribune, “This was a sardine can, with a single row of seats on one side of the plane and two rows of seats on the other. And they’ve got about 50 people inside, including babies, for the whole night. It was a nightmare.”

The airline seems to have plenty of excuses, but few answers. Just a few: They couldn’t wait for the storm to pass because the crew had already reached their maximum work hours, and another crew had to be flown in. The passengers couldn’t just go into the airport, because they would have to undergo security screening, but the screeners had already gone home for the night. And the idea of at least letting passengers sleep on chairs in a certain area of the airport “wasn’t provided as an option.”

I’d be curious to know whether the passengers were throwing around the term “anarchy” after a few hours, or whether the original crew deplaned because they were at the end of their shift.

Poor, poor passengers. Rather than arriving in Minneapolis around midnight on Friday night, they eventually landed around 11 a.m. on Saturday morning.

26 hurt on turbulent Continental flight

by Katie Hammel on

On most flights, turbulence is a minor inconvenience. You have to return to your seat and buckle in, and you may have to wait a little longer to get your next vodka and cranberry (oh, is it just me that needs a cocktail, or three, to relax on a plane?). Planes are generally able to avoid the worst of the bumps, thanks to radar and reports from other planes in the area. But sometimes, turbulence strikes seemingly out of the blue, and that may be when it is the most dangerous.

This could be what happened on Continental Flight 128, which hit severe turbulence on its way from Brazil to Houston and was forced to make an emergency landing in Miami early on Monday. The plane encountered the turbulence just northwest of Puerto Rico and landed at Miami shortly after 5:30 a.m.

The turbulence was so rough that it catapulted passengers from their seats, slamming them into luggage bins and bashing their heads into overhead seat controls, cracking the panels and breaking glass in the reading lamps. 26 people were injured. Four of the injuries were reported as serious and 14 people were taken to the hospital.

Passengers stated that the turbulence didn’t last very long, and that after it had passed everyone remained calm. There’s no word yet on what exactly caused the turbulence, but the FAA is investigating.

[via ABC News]

Continental Airlines flies ten year old girl to the wrong airport

by Scott Carmichael on

About a month ago, we wrote about an airline serving an unaccompanied minor a large cup of coffee. If you thought that was reckless behavior, you are going to be outraged by what Continental Airlines did to a minor traveling under their supervision.

The airline had been paid to accompany a ten year old on a flight from Boston to Cleveland, a pretty simple task, especially since this is just a 45 minute flight.

Sadly, the airline staff are apparently not capable of reading signs, because they put this poor girl on the wrong flight.

Instead of flying to Cleveland, Continental Airlines flew her to Newark. To add insult to injury, they then called her grandparents asking them to come pick her up, even though their paperwork showed an Ohio address and they were calling an Ohio phone number.

It took Continental Airlines 45 minutes to discover their terrible mistake, helped by the fact that 2 grandparents were at an airport to pick up a child who was actually 450 miles away.

Continental refunded the unaccompanied minor fee, and put the kid on a plane to Cleveland within an hour. The whole story boggles the mind – they put a kid on the wrong plane, nobody noticed an extra passenger on the wrong plane, nobody noticed a missing minor on the correct flight, and nobody noticed they had received a ten year old girl at an airport where she was not supposed to be.

As always, this is just one side of the story, hopefully we’ll get a response from Continental Airlines telling their side of the story.

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**Update!!** According to the Boston Globe, it now appears that two unaccompanied minors were lost by Continental Airlines! One young woman was accidentally sent to Fayetteville, Arkansas instead of Charlotte, NC while the other was sent to Cleveland instead of Newark. Whether these happened on the same day at the same gate is unclear right now — the Globe seems to have conflicting statements — but to have lost two minors over any period is surely a disaster!

(Via Consumerist.com)