The Airlines Are Broken

A red-letter day, when Delta canceled my flight.
The steady implosion of the U. S. air-transportation system could mean the slow death of the fly-by-choice travel industry. Domestic air travel is becoming so stressful and unreliable that there's a danger our airlines will become simply a mass-transit system for people who must fly, whether on business or at major holidays.
Those with a choice, even if that choice is staying home or driving, will no more choose to fly than would leisure travelers ride a New York subway for the fun of it.
Here's how a simple, nonstop round trip between my Upstate New York home and Atlanta convinced me the end is nigh...
Homebound to Newburgh on a Thursday afternoon, the awful word CANCELED greeted me at Delta's ATL departures board.
"I can confirm you on a flight tomorrow morning and put you on standby for this evening's flight," said the ticket-counter agent.
Fine.
She printed out the standby boarding pass. Twenty minutes later, finally at the head of the pre-security line, the lady checking boarding passes said, "This is no good. It's for tomorrow." The idiot agent had given me a standby pass for the next-morning flight on which I was supposedly confirmed.
Back to the counter for the proper standby pass. Eight hours later, the night flight to Newburgh, by that time already delayed two hours, left without me, solidly overbooked.
Waiting in the rain for the hotel courtesy van with my single small roll-on bag and no do-or-die appointments to keep, I realized that I was the lucky one: no luggage cart filled with duct-taped suitcases, no baby in a snugglie or twins in a stroller, no pet in a crate, no road-warrior trolley of electronic equipage, no wheelchair or walker--all of them amply in evidence around me. I shared the van with a soldier just back from 14 months in Iraq, also the victim of a cancellation, who was watching his 10-day leave tick away, his wife and two daughters awaiting him at home.
The next morning, it turned out my "confirmed flight" was actually yet another standby. "Can you put me on another airline?" I begged a ticket agent. (American and United both serve Newburgh.) "Oh, just go to the gate, you'll get aboard," the agent said. Which turned out to mean, "You don't have a prayer of getting aboard, since it's way overbooked, but get outa my face."
Two standby sessions later, I finally board an afternoon airplane, exactly 24 hours after my original canceled flight.
What this taught me is that the inflexibility and overcrowding of the airlines simply mean personal disaster when bad weather or the failings of an ancient air-traffic control system--pretty much the same one I used as a pilot in the 1970s and '80s--cause canceled flights. When airliners are 95 percent full (or, worse, 105 percent overbooked) and 100 unfortunate passengers suddenly find themselves canceled, there's nowhere to put them. Some frequent fliers have savvy company travel agents who re-route them, others game the system and get space on other carriers, still others say the hell with it and go home or drive...but the rest of us are slowly salted into the few available seats on future flights, at enormous cost to our comfort and convenience.
The airlines are locked into a box of their own making. They are an industry with enormous fixed costs--incomprehensibly expensive aircraft burning millions of gallons of jet fuel and operated by well-paid crews--yet they are selling instantly perishable commodities called "seats." If an airliner takes off with empty seats, they are as valuable as rotten eggs. So the airlines sell them for whatever they can get. $500 coast-to-coast? How about $50? Hell, how about $5? It's better than nothing.
Imagine if the automobile industry sold new cars for $500 just to get them off the lot. Would you ever again pay $50,000 for a nice Lexus? Of course not. Not surprisingly, the airline industry is unique among business enterprises in never having earned a profit--not one dime--since the dawn of flight.
Will I continue to fly? Only when I absolutely have to.













You said that, "Not surprisingly, the airline industry is unique among business enterprises in never having earned a profit--not one dime--since the dawn of flight."
The airline industry has never earned a profit? Not ever? How do they stay in business? Does the government subsidize them? Very interesting!
Posted by: tracker1312 | July 02, 2007 at 09:38 PM
Yes, it's absolutely true, and it's a factoid well-known to everybody in the airline industry. Of course governments do subsidize the airlines, particularly overseas, where there are "national carriers" that are not much different than that country's air force. And the U. S. subsidizes airlines in a variety of ways as well--for example by operating and staffing a huge air-traffic-control system, although admittedly airlines (and other aircraft operators) do pay some fuel taxes toward its support.
How do the airlines stay in business? A lot of them don't...
Posted by: stepwilk | July 03, 2007 at 09:49 AM
Oh, and of course what I meant is that net-net, the airlines have never earned a profit. If you add up everything they've earned since the early 20th century until now, and everything they've spent, it's net loss.
Posted by: stepwilk | July 03, 2007 at 09:52 AM
There are some things that you as a traveller can do to help in these situations.
Number one, and most important, is to have status with the airline. A case in point - a few days ago one of my flights got cancelled. Thanks to my status the airline willingly switched me to a competitor despite that costing them far more than I paid for the ticket. I knew someone else on the same cancelled flight, who did not have status. He got put on a flight some six hours later, and no options given to him for alternatives.
Secondly, be informed. Know what rights you have. For example, if your ticket is an expensive one you might be able to endorse it to another airline at no cost. Know what the agents really mean when they tell you something, and proactively check your chances. There are websites that you can use to gauge how likely is it that standby will clear.
Thirdly, be flexible and suggest alternatives. Perhaps there is a flight you can take with a different routing - via a hub instead of non-stop. Perhaps fly to an airport nearby your destination and make your own way from there. Perhaps fly from an airport nearby your current location instead (obviously allow enough time to get to that airport). Perhaps you can be put on a different airline. This ties back to being informed. By knowing or looking up what routes your airline takes, other airlines, and any rights, you can suggest options to the agent including some they may not have thought of themselves.
Lastly, be friendly and polite. When a flight is cancelled inevitably tempers fray. An agent dealing with hundreds (or more) unhappy passengers will appreciate those who are considerate. That might just be the difference between a good result for you and being stranded.
Posted by: TheGlobalTraveller | July 03, 2007 at 02:39 PM
It's all very nice to "have status," but what I'm talking about here are millions of once- or twice-a-year coach travelers flying by choice (or choosing not to...), not wealthy people, experienced road warriors or those with connections who can cellphone their personal assistant and tell her to fix it immediately.
As for flying via different routes, that's exactly what I suggested to Delta: put me on American to Newburgh via ORD or United to Newburgh via--as I remember--Washington Dulles. Fat lot of good that did.
And yes, I was unfailingly polite. I don't know any other was to act.
But then I don't "have status," I guess.
Posted by: stepwilk | July 03, 2007 at 04:08 PM