Rochester tarmac delay: “lack of common sense”

by Tom Johansmeyer on

“There was a complete lack of common sense here,” U.S. Secretary of Transportation Ray LaHood said in a statement released yesterday. “It’s no wonder the flying public is so angry and frustrated.”

When 47 passengers were stranded overnight on the tarmac in Rochester, Minnesota, the pilot repeatedly asked for permission to deplane them. All the pilot wanted was to get the passengers off the plane.

Airline dispatchers refused, because TSA officials had left for the day … and not realizing that the passengers could be released to a “sterile” area. Passengers on the ExpressJet flight (which it operated for Continental) were stuck in the plane for close to six hours with nothing to eat but pretzels.

The pilot clearly advocated for his passengers and deserves the endless respect of anyone who’s been stuck on a plane. LaHood recognizes this fact, saying, “We have determined that the Express Jet crew was not at fault. In fact, the flight crew repeatedly tried to get permission to deplane the passengers at the airport or obtain a bus for them,” Secretary LaHood said.

LaHood continues, “The local representative of Mesaba Airlines improperly refused the requests of the captain to let her passengers off the plane. The representative incorrectly said that the airport was closed to passengers for security reasons, which led to this nightmare for those stuck on the plane.”

The representative of Mesaba, which is a wholly owned subsidiary of Delta Airlines and was the only airline on hand to assist Continental at the airport, told the pilot that the airport was closed and that there was nobody from the TSA to screen the passengers. This was incorrect, as passengers can be released as long as they remain in what the Transportation Department calls a “sterile area.”

Interviews with the passengers, flight crew and airport personnel have been conducted by the Transportation Department’s Aviation Enforcement Office, and the team has reviewed the audio recordings of conversations between the plane and the dispatcher. And, Continental’s customer service commitment, contingency plan for flight delays and contract of carriage were reviewed, making this, according to LaHood, “one of the most thorough investigations ever conducted by the Department’s Aviation Enforcement Office.”

Pending the results of the investigation, the Aviation Enforcement Office is considering the appropriate action to take against Mesaba. The group expects the investigation to e finished in a few weeks.

The Transportation Department has proposed regulations requiring contingency plans for airlines to adopt to address lengthy delays on the tarmac. These plans would then be incorporated into their contracts of carriage. The department has also asked for comment on whether it should set a single time standard after which carriers would be required to allow passengers to deplane. The Transportation Department intends to use the results of the Rochester investigation to help formulate a final rule that will provide airline passengers with better protection.

Visit msnbc.com for Breaking News, World News, and News about the Economy

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.

Airlines post worst on-time performance of the year

by Tom Johansmeyer on

June was the worst month of the year for airline on-time performance since December, according to the U.S. Department of Transportation. Together, U.S. airlines had an on-time arrival rate of 76.1 percent, down from 80.5 percent in May. But, they had fewer delayed flights than in June 2008.

Hawaiian Airlines put up the best on-time results in June, with Delta subsidiary Comair at the other end of the spectrum. Continental had the fewest delays among the legacy carriers (those that had a large footprint before airline deregulation in 1978), and American Airlines was at the bottom of the barrel for this category.

Unsurprisingly, weather, equipment problems and airport congestion were cited as the most frequent reasons for flight delays. To count as a delay, a flight must be more than 15 minutes late – canceled and diverted flights also count. Through most of the year, flight delays fell largely because airlines were cutting routes and servicing fewer passengers.

Mishandled baggage fell, as well, year-over-year, though it was up from May to June. Reports were down 20 percent from June 2008 to June 2009. AirTran had the fewest gripes from passenger. American Eagle (a unit of American Airlines) had the most.

Need help? If you’re flying Delta, look for the red coats.

by Jamie Rhein on

As much as I’m displeased about Delta’s new policy to charge $5 more for bags checked at the airport , I do have to say I was pleased with how friendly the gate people were on each leg of our flights to New Mexico and back this month.

I think the people I came across are naturally pleasant, but Delta is making extra efforts to ensure passengers feel as if they can get great service from a real person. The airlines have brought the Red Coats back. Red Coats are the customer service personnel of Delta’s yesteryear who are not tied behind a counter but are accessible to passengers in need. They walk around Delta’s service areas to offer assistance. Delta cut those positions years ago, but has decided that having people trained to be extra friendly and on hand may smooth over travel woes and keep customers flying Delta.

The people wearing Delta’s red coats have the ability to rebook tickets, hand out hotel vouchers and any other task that may make travel easier on the passenger. If it’s easier on passengers, it’s easier on everyone.

Delta has moved up a few notches in my book, not that the airline is keeping track of what I think, but having personnel available to smooth over upset is good for business in my opinion. For now, it sounds like the Red Coats are only at major airports. [USA Today]

Delta announces new Elite Elite status, loyal passengers retch

by Grant Martin on

It’s difficult making both parties happy during a merger, especially when the old dogs in one way of life have to learn all of the new tricks in another. Where this appears to be particularly scathing is in the frequent flyer programs, where loyal passengers to both Worldperks (Northwest) and Skymiles (Delta) are starting to get mashed together.

To appease some of the most frequent Skyteam travelers, the new Delta has revealed a new elite status above the traditional Silver (25k miles,) Gold (50k,) and Platinum (75k.) No, it’s not Berkelium, it’s Diamond, and one has to travel a whopping 125k miles to reach this holiest of statuses.

Benefits to Diamond status include free access to the Delta Sky Clubs (airport lounges,) better flexibiliy when using award tickets and a wider selection of “Choice Benefits” including upgrades and gift cards.

The problem for many current elites is that the benefits are too sparse for the time invested. Flexibility with award ticket redeposits, for example, is a feature that many Northwest passengers had before the airlines started to merge. Similarly, the mileage bonus on flights for a Diamond versus a Platinum (125% vs 100%) is just a throwback to the former NW Platinum level.

Upgrades are another great example. The upgrades currently earned by Platnium and Diamond members are only useable on the most expensive group of economy tickets (thumbnail: you’ll have to spend $1500 on a coach ticket to Europe to be able to upgrade.) Other programs sponsored by United and American Airlines let passengers upgrade some of the least expensive fares (say, around $700.)

As a result of the tepid benefits, more loyal passengers are straying away from the new merged airline. Or as one passenger at Flyertalk puts it:: “Delta: Driving Every Loyal Traveler Away.”