David J.
Danto
Business travel
thoughts in my own, personal opinion
eMail: ddanto@IMCCA.org Follow Industry News: @NJDavidD
NOT Traveling Blog, 2nd
Week Of September
Or
Eleven More Steps To Go…
In 2014 I was voted
by USA Today readers as one of the top ten business travel bloggers in the
USA. Now mind you,
I turned out to be number ten on the list of ten, but I did make it on (with my
thanks to all those who voted.) Now
that we’re all stuck at home and not traveling, I had to think about what to do
with my blogs. I could stop writing them
entirely – waiting till we all get through the current COVID19 pandemic /
crisis. I could wax nostalgic and/or complain
about past trips. Or, I could focus all
of my efforts on my day job – growing the use of collaboration technologies –
especially in light of how many people are now forced to use those tools for
the first time. In reflecting upon those
choices, what I decided to do is compile an ongoing list of observations during
the crisis. Some of these may amuse,
some may inform, some may sadden and others may help. My goal will be for you to have seen
something in a different light than you did before you stopped to read the
blog. I was going to apologize for how
disjointed these thoughts may seem when put together, but then it dawned on me
that feeling disjointed is our new normal – at least for a little while.
Something amazing happened this week – or did it? United
Airlines decided to “permanently get rid of change fees for most economy and
premium” domestic tickets. Shortly
after that announcement, the other legacy carriers, Delta
and American, also announced the elimination of these fees. Clearly this is not a bad thing – it’s actually
a good first step. However, the last
time I checked, most abuse recovery programs had twelve steps, and abusers
were not considered recovered after only the first one.
Change fees had begun at a gouging but somewhat
understandable $50 per ticket in the early 2000s, and crept-up to the unconscionable
current $200 per ticket. Airline
executives, raking in huge profits and slashing customer friendly services
honestly believed they could get away with any up-charge they wanted to
impose. Then, COVID19 happened.
(I’m reminding everyone again that I predicted this specific scenario
when I spoke at the
Freddy Awards a few years ago.
That’s when I said to the gathered travel industry brass that they will
likely “…move blindly forward, lying,
overpromising and under delivering the most basic of services…until whatever
the next incident is that causes the stock to drop and credit cards to get cut
up. At that time they’ll once again need
to dip into that bank of good will and find it completely empty, having dried
up from lack of attention for years and years.
And then, despite my presentation and hundreds of articles … from dozens
of business travelers who take the time to write, the airline and hospitality
industry management will tell the Wall Street investors that no one could have
seen it coming.” Eerily, I also
predicted a pandemic in a business blog
I authored in 2014.)
So, the offensive and ridiculous change fees are now gone,
and the airlines think that just because of this gesture that we should rush
back to them (like a formerly abused spouse) with forgiveness in our
hearts. Um, not so fast buddy. A simple promise that the abuser won’t slap
us in the face anymore (even if they keep that promise in the long run – which I
doubt) doesn’t mean the rest of the abuse has ended. The US airlines have morphed into a sadistic,
abusive caricature of firms in what should be a service industry. Even if we were to trust the promises they make
to us now, there is a much, much longer list of abuses that need to be ended
and reversed if they want their customers to believe they are serious about
becoming a service industry again.
· Lifetime has to mean “Lifetime” –
Earning lifetime, million milers status on United used to mean achieving the
second highest status on United. United’s
former CEO Smisek (who was removed
in disgrace) eliminated that promised benefit, relegating “lifetime” to a
much lower status. The perks and
benefits people strove for decades to achieve were pulled-out from under them
at the very end. When
a million-miler sued United over the changes, the court found the practice
to be deceptive and disingenuous, but sadly, legal. As another example, American sold lifetime
passes, but then infamously
revoked them when people actually used them. If the airlines want us to believe they aren’t
evil anymore, these benefits need to be restored to their previously promised
levels. One should never trust a firm
that promises something for a “lifetime” but fights in court for the right to
make any changes to that promise that they want to whenever they feel like it. What makes the current promise of eliminated
change fees any more permanent than any of the other promises?
· Loyalty has to me “Loyalty” – Even simpler
than the broken lifetime promise is the broken promise of “loyalty” that is rampant
in today’s US airlines. The list
includes promised upgrades that never clear, promised preferred treatment and “waivers
and favors” that rarely happen (except at the very highest spending tier) and
promised value for frequent flying. If
the airlines wanted to provide a gesture to convince the flying public that
they should fly frequently again then
they can restore the frequent flyer
programs to what they were before the current Ponzi schemes that were recently
imposed. Award “miles” for flying, not
cash paid; provide benefits greater than ones you’d get from an affinity credit
card; provide a limited number of earned upgrade “certificates” that actually
clear when used; allow paying club-members to access all clubs again (domestically
and internationally); etc.
Honestly, if the airlines did everything I ask above I STILL
wouldn’t trust them enough to fly during today’s pandemic. The current crop of US airline management are
proven liars over and
over again,
and I wouldn’t trust their promises of safety and aircraft cleaning if my life
depended on it – which today it actually does.
My greatest hope in this situation is that the pandemic causes the
current batch of US legacy airlines to fail, and that a new ownership with a
new focus on customer service grows from the ashes. But whatever does happen, the fact will not
change that an abuser who announces that they’ll stop the abuse – be it physical
or economic
– but hasn’t atoned for it, is not deserving of praise nor respect. The twelve-step programs
have at least eleven more they’d need to complete.
This article was written by David Danto and contains solely his own, personal
opinions.
All image and links provided above as reference under
prevailing fair use statutes.