David J.
Danto
Business travel
thoughts in my own, personal opinion
eMail: ddanto@IMCCA.org Follow Industry News: @NJDavidD
The Flying Rules Are
Not Working
Or
United, Again…And Again...And Again…
“This is going to be another
blog where I rag on United airlines. They let me down again yesterday – which
honestly wasn’t a surprise and didn’t really result in much pain. So I’m a bit upset, but clearly lucky. I’m writing it in trip report format because
I think there is something to be learned – and things that the airline industry
and FAA need to fix – yet I’m not really sure where that effort would begin or
what it would look like. Hopefully readers
can email me with good suggestions and I can share them in a subsequent
blog.
My young adult son has been in
Austin for the last couple of months. We
didn’t know exactly when this summer he’d be heading home, so we bought him a
one way (full fare) ticket there, and were waiting for a return date. It turned out he needed to be home this past
Friday (July 9, 2021) so we bought him another one way (full fare) ticket home
on United 271 from AUS-EWR, scheduled to fly at
12:15pm and land at about 5pm.
Everything was all set…then hurricane Elsa came around.
The hurricane swept through the
eastern seaboard earlier in the week, and was scheduled to cross the EWR area Thursday night into early morning Friday. I was 100% sure it would be long gone by the
time that my son would be landing.
At about 4am Friday morning I
checked my United app on my bedside smartphone and saw
that the flight had been “canceled due to weather conditions on our route
network.” At that time I tried to call
the United Premier line to see if I could arrange an alternate. The automated operator said the wait time to
speak with an agent was ‘hours.’ OK, I
get it – waste of time there – so I looked at United.com to try and find an
alternate non-stop flight, maybe the next day.
No non-stop flights show-up as available for at least a week. (By that time I’m clearly getting frustrated
about how hard this was becoming.)
United automatically rebooked him (from a first class, non-stop, paid
ticket) to a route that flies him west to Denver in the middle seat in the last
row, gives him an approximately six-hour layover in Denver, and then puts him
back in first on the redeye to EWR, landing Saturday
5am-ish. Honestly (and I really mean
that) I don’t know if I should be offended at the ridiculousness of that
itinerary or thankful they tried to get him home. But it clearly was a last-resort sort of
thing.
What I did next was look for
alternate non-stop carriers from AUS-EWR. There was one, and it was available, on
crappy Spirit Airlines on an A320. The
one way fare in their up-front seat was equivalent to the United
ticket, so I figured what the heck and just purchased it for my son.
I then researched what would happen
in order for Spirit to successfully execute that flight. Their A320 would need to complete a leg from
Myrtle Beach into EWR (arriving around 11am), then
fly EWR to AUS (arriving
around 2:30pm) then fly him home on a 3:45pm flight (arriving at about
8:30pm.) If there truly were elements of
a hurricane lingering around the EWR air-traffic area
my son would be just as screwed, and would be spending those six hours in
Denver before the redeye.
I went back to sleep and got up at
about 7:30 am Friday morning. When I
woke-up the rain and wind were long gone.
My radar app on my smartphone showed the last elements of the storm only
affecting the tip of long island and rapidly moving away northward. The ATC app showed there was no weather delay
at EWR at all.
Savvy frequent flyers can probably
figure out what happened next. The Sprit
flights each had about 30-45 minutes of delay, but flew with no issues. My son made it home about three and a half
hours later than his original itinerary.
This of course raises more
questions than it answers. Why would
United completely cancel a flight from AUS – EWR 24 hours before it was scheduled to fly when the
aircraft and crew were already in Austin?
Any competent weather forecaster could have told you that by the arrival
time the storm would be long gone. We
can be paranoid about it and believe that because it wasn’t a lucrative or
expensive route United just used the ‘cover story’ of the storm to either save
money or use the crews or equipment on a more lucrative route. Or, we can look at how all airlines have
botched the recovery from the pandemic, not keeping enough staff on-board, ready
to go and fully employed – even though the US government (all of us) gave them
boatloads of money to do just that, and United just didn’t have enough staff to
handle the load. Or we can simply look
at the load flying into the United hub at EWR and realize they were overburdened with the recovery
from the hurricane’s irrops the day before and needed
to shed-load somewhere.
One other opinion that came from
Joe Brancatelli was that this is all a result of the
regulations penalizing airlines for long tarmac hold times. Instead of normalizing flight schedules to
what reality can actually support, or treating passengers with more courtesy –
the things the regulations were meant to do – what they’ve actually done is
push airlines to preemptively cancel many more flights (rather than risk being
in the long-hold situation.)
I honestly don’t know which one or
combination of those was the reason, but it is clear United (just like the
other US airlines I’m sure) can’t handle the loads they are now
experiencing. I was not able to get
through to their agents at all on the travel day. Not even in the evening when I just wanted
them to process the full-fare refund for the cancelled flight. At about 6 pm I called the Premier line again
and received an automated message that I had a “10 to 15 minute wait.” About an hour later I finally gave up and
hung-up (as you can see the moment just before that from the screen grab
below.)
The
following day I called it again and was told the same “10 to 15 minute wait”
but this time opted for them to call me back when they were available. For this one it was exactly a sixteen minute
wait for a call-back, but then that call stunningly came from their automated
attendant and it told me that I was “first in line” and I still have to wait on hold for an agent! If I was actually experiencing an irrops at the time and got called and then immediately put
on hold I’d likely have had a cow. I’d
have expectd an agent to be the one calling me saying
“Hi Mr. Danto I have your account in
front of me. What can I do to help you?” Who at United actually thinks such automation
is a good thing?
So what do we conclude from all of
the above? First of all, rest assured I
have complete perspective. As irrops goes this one was a walk in the park. People have been stranded in the middle of
nowhere with no place to sleep – sometimes for days. The fact that there was no real pain here has
not escaped me. (And the fact that my
impact was only minimal because I’ve jettisoned any illusions of airline
loyalty and just paid cash for full priced fares was also a significant factor
in my favor.)
Still, it’s fair to ask any number
of questions. Why can a rinky-dink
operation like Spirit can fly in conditions and at airports where United felt
the need to preemptively cancel? How
often is weather used as a cover story by airlines for other issues? Do we need to re-regulate the airlines and get
control of the current ludicrous flight schedules? Are the tarmac hold rules helping the flying
public or hurting us? Why didn’t United
and the other US airlines keep-on the staff we paid them to keep with the
pandemic bailouts?
As I mentioned, I don’t know those
answers and would love to hear from my readers what you think should be done in
the industry at this point. As a million
miler, flying for more than four decades, I don’t remember conditions being
worse than they are today, or remember a time in the past when some rain caused
total havoc for one of the top US airlines but saw one of the smallest carriers
manage through it with minimal impact.
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.
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As always, feel free to write and comment, question or
disagree. Hearing from the traveling
community is always a highlight for me.
Thanks!