David J. Danto
Principal Consultant,
Collaboration/ AV / Multimedia / Video / UC
Dimension Data
Director of Emerging
Technology
Interactive
Multimedia & Collaborative Communications Alliance
eMail:
David.Danto@DimensionData.com Follow Video &
Technology Industry News: @NJDavidD
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The Election Year
This
hasn’t been a great year for United Airlines.
Not that it’s been great at any time since the failed merger of United
and Continental, but this year is when it all came to a head. It’s when the awful CEO that had run
everything into the ground was removed
from his position (because of shady political dealings that came to light
while investigating the “Bridgegate” scandal.) We then got a new guy who came in with lots
of promise - who started to solicit feedback by using the product and speaking
with employees and passengers. He also
opened a new website to hear what
people were thinking. Regrettably, he
has now been sidelined
with a serious health issue and temporarily replaced by the airline’s general
counsel.
As a frequent United flyer and Million Miller
(because of my Newark “hub captive” status) I have been on many flights where I
could honestly say “this is a new low.”
There was the time that I had to wait for engineers to duct-tape closed
a bin with a broken latch before we could leave. There were the multiple times the gate agents
hassled my family and I over the size of our perfectly legal luggage. Then there were the experiences I only read
about – like the passengers stranded in army barracks while the crew was in a
hotel waiting for a new aircraft, or the child flying alone they lost at the
airport – honestly I could go on and on but really don’t want to just
“pile-on.” But then – there was my flight home this past Sunday.
After attending a conference in Las Vegas I was due to fly home at
5:15pm. Our inbound aircraft was delayed
in Denver due to a needed repair, so the new departure time was scheduled for
6:09pm. The boarding was late but
generally organized and relatively painless (except of course for the lousy new
slimline seats with the unusable mesh
seat-back-pockets) but then the flight crew makes an announcement:
‘Our
catering service for the plane has not arrived yet. The Captain asked me to let everyone know and
ask you to vote on whether we should wait and be further delayed or leave now
without the food. If you want us to wait
please press your call button now.’
Honestly, I was flabbergasted.
How should a passenger react to such an announcement? (I brought a sandwich and drink with me, so I
had no skin in the game, but I couldn’t get past the ridiculousness of that
request.) If someone did want to wait
they would have to ring their bell and light their light and incur the wrath of
the other passengers that were already now very late getting into Newark. A number of arguments and disagreements
between passengers began almost immediately after the announcement – with
shouts of “a-hole” and “idiot.” It was
like the crew knocked-over a bottle of instant air-rage and sprinkled it on the
passengers. Here they were arguing with
each other on how to “vote” without knowing how long a wait it might be,
without the privilege of anonymity, and without any explanation of the actual
problem – why was the catering still not there if the flight was already over
an hour late to depart. Folks, that’s
not late, that’s just incompetent operations.
I wondered what other ridiculous questions we could openly vote-on from
our seats. Maybe we could vote some
passengers we didn’t like off the plane?
Maybe we could vote to unseat the first class passengers and move them
to the back of the plane. Heck, maybe
the passengers in Denver could have voted not to wait for the repair that
delayed the inbound aircraft in the first place – judging in their expert mob
opinion that leaving on time was more important than any risk.
How the crew (and ostensibly the Captain) couldn’t foresee asking
passengers to vote from their seats would be a disaster is beyond me. Personally, I’d like to have voted for a
partial refund of the ticket price in exchange for the failed service, but that
was not an option provided.
As it turned out, no one voted to stay despite the shouting
matches. We left about an hour and a
half late and got into Newark about an hour late. Of course, as any Newark hub passenger would
know, after landing there was “trouble with the jetway” adding another fifteen
minutes of unnecessary delay to an already delayed flight. Personally, I’d have voted to blow the
emergency slides and get off the plane before 2am, but again – that option was
not offered.
I hope the new United CEO gets out of the hospital and recovers as soon
as possible. We need someone with the
conviction to fix this mess. If he’s
smart though, he might vote for a long recovery to avoid the daily ridiculousness
as long as possible.
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.