Airline fines and delays: The world didn’t end

by Tom Johansmeyer on

How many planes were stuck on the tarmac for more than three hours in May? You can count ’em on one hand: five. This is the second lowest result since the feds began monitoring this metric back in October 2008. A year earlier, 34 planes sat on the ground loaded with passengers for more than three hours, according to data from the Department of Transportation’s Bureau of Transportation Statistics.

May 2010 was the first full month in which the airlines faced stiff fines for keeping passengers out on the tarmac too long. Staying out there for more than three hours exposes carriers to fines of up to $27,500 per passenger.

Four of the five delays in May went to United Airlines on the same day and to the same destination: May 26, 2010 to Denver. They were diverted to Colorado Springs for weather-related reasons. The other delay belonged to Delta. There have been no fines yet, because the matters are still being investigated.The Air Transportation Association, which represents many of the top airlines in the country, says the positive results for May are the result of airline efforts to improve and good weather – not the threat of fines. The association says that declines in waits of more than three hours have been “in decline for over a year,” according to a USA Today report.

While the association claims these factors had a greater impact than the threat of fines, the steep year-over-year drop, the fact that there were only four in April and the plunge to current levels from 25 in March all suggest that the hefty costs associated with stranding passengers have all played a role.

Airline concerns that the new rule would lead to high rates of cancellation seem unfounded, as only 1.2 percent of flights were canceled in May 2010, a slight up-tick from 0.9 percent in May 2009.

Says Kate Hanni, director of FlyersRights.org, which advocated for the stricter rule: “I hate to say I told you so, but I told you so.”

Odds are, you’ll be on a smaller plane

by Tom Johansmeyer on

Airlines are using the little planes for longer runs, these days. According to the Las Vegas Sun, the average regional airline flight hit 461 miles in 2008, up profoundly from 274 miles in 2009. That’s an increase of 41 percent! This is an industry-wide trend, so shopping around isn’t likely to help you get a larger jet. The major carriers are relying on regional affiliates, so you’ll probably be out of luck. The regionals fly more than half the flights from some pretty hefty airports, including LaGuardia, O’Hare, Milwaukee, Raleigh and Memphis. And, these airlines account for 45% of the traffic at Atlanta’s Hartsfield International, the busiest airport in the United States.

American Airlines and United announced that they were adopting this approach back in September, particularly at airports such as Chicago and Denver. Delta has moved its Washington-to-New York shuttle to one of its regional carriers, as well.

[Via USA Today]

United just can’t win with Canadian singer

by Tom Johansmeyer on

Canadian singer-songwriter Dave Carroll flew United again, and it just didn’t work out. Carroll made the headlines when he released a YouTube video explaining his experience with United, which broke his guitar when he changed planes at Chicago’s O’Hare airport.

In his first song, Carroll said he wouldn’t rule out flying United again, specifically, “To save the world, I probably would … but that won’t likely happen.” Well, he did fly United again, simply because he needed a direct flight from Nova Scotia to Denver, and United had the only one available. This time, United didn’t break his guitar, but it did lose his luggage.

When he arrived at Denver International Airport, Carroll learned that his luggage was delayed, and the United employees on hand told him to wait for it. Meanwhile, an airport official told him to leave the baggage claim area. Eventually he yielded — a smart move, since his luggage didn’t arrive until Wednesday. And, yet again, United is in the position of having to investigate a problem associated with quite possibly the nicest wronged customer in the history of the travel business.

Following his original debacle with United, Carroll said he’d create three videos for YouTube. He’s created two so far, in addition to a statement explaining the situation with United and urging people not to be so hard on Ms. Irlweg. All three have been viewed a total of nearly 7 million times.

United has promised to take steps to improve customer service, but this seems to be slow-moving, as evidenced by Carroll’s recent situation. To make matters worse, the word from United’s vice president of customer contact centers, Barbara Higgins, said in an interview with Christopher Elliott, “Our agents are empowered to escalate serious concerns that they hear from our guests. We have since provided them with a better way to do that to ensure we can be more responsive to special situations that arise, while also protecting us from the fraud that we see.”

“Empowered to escalate” — that doesn’t strike me as terribly empowered.

The lack of movement on the issue seems clear in Carroll’s Denver debacle. He had finished the lyrics for the third song before taking this trip. “They lyrics that I used sort of encompass what happened here this week so I might not have to rewrite it after all,” he told CBC. That’s a sad statement, when you think about it. He was writing about a problem that happened over a year ago, and recent events don’t call for revision.

So much for progress …

Ironically, Carroll was flying to Denver to give a speech at RightNow Technologies, a company that develops customer service software. Maybe United will schedule a demo soon.

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[Photo by cliff1066 via Flickr]

Skiers eager to return to Colorado slopes

by Tom Johansmeyer on

The travel market may be in the tank, but things are looking good for Vail Resorts. Season passes for their slopes were up 13 percent last month. Sure, some of the deals have probably helped, but the market has definitely changed over the past year. In 2008, travelers were feeling the fresh sting of the financial crisis, and job cuts were looming. Everyone became more cautious, because they didn’t know if they’d fall victim to the cruel lottery to come.

Now, it looks like the worst is behind us (though nobody can be sure), and we’re all looking for a little bit of relief. For skiers, this means biting the bullet, paying what’s necessary and hitting the powder. Mark Kelley, a 59-year-old skier and real estate broker from Denver put it best: “I have always gone skiing, even during difficult times.” He continued, “I am more inclined to cut down on my spending on the mountain than to not go skiing at all.”

Ski resorts are predicting an increase in bookings this season, thanks to eager skiers who were stuck at home in 2008. And, since flights are still fairly inexpensive, they hope to draw city-dwellers from across the country. Vail Resorts, which has five ski properties, is hoping they’ll succumb to their urges.

Robert Katz, the CEO of Vail Resorts, told Bloomberg News, “This year the economy is still struggling but there is more confidence that it’s not getting dramatically worse.” He explained, “The economic issues that we faced last year started right at the beginning of ski season and got worse until the end of the season.” Now that conditions have turned, he’s hopeful that skiers will end their hibernation.

Starwood Hotels, the third largest U.S. hotel company, reports an up-tick at its ski resorts from 2008, with its St. Regis Aspen Resort “pacing better” and holiday bookings “close to being filled,” according to K.C. Kavanagh, a company spokesperson. The Dakota Mountain lodge in Park City, Utah, a Hilton Waldorf Astoria property, is also looking good.

Meanwhile, the rest of the lodging industry continues to suffer, with occupancy in the United States down 57 percent through August this year, its lowest level since at least 1987.

Gun-toting pilot gets gig back

by Tom Johansmeyer on

A gun was fired in the cockpit and so was the pilot. In March 2008, on a flight from Denver to Charlotte, US Airways pilot Jim Langenhahn’s gun discharged, an action taken by his employer shortly after. Now that his 18-month disciplinary suspension is over, he’s back in training and getting ready to take to the friendly skies. The Associated Press didn’t mention whether the current program involves targets.

A federal arbitrator’s decision is what’s leading to Langenhahn’s reinstatement, but he won’t be allowed to pack heat on board. He was strapped in 2008 because of a 2002 federal law that permits pilots to carry handguns onto the plane – as long as they complete a Transportation Security Administration program that includes a week of weapons training. The law was passed following the terror attacks of September 11, 2001.

Support from the US Airways pilots’ union helped, along with a Department of Homeland Security position that found the holsters pilots used to be faulty. The holsters, DHS found, increased the likelihood of an accidental discharge.