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Thursday, March 19, 2009

Starving at 30,000 Feet

Imagine this:

You go out to a restaurant, walk up to the hostess stand and ask for a booth in the corner.

The host replies: "That will be $25 extra."

You want the booth, the extra room and the privacy so you pay the $25.

When you sit down the server comes over and tells you that you can have one drink with no refills. She also mentions that if you want to have music on while you're eating in the restaurant it will be an extra $2.

Obviously by now you're thinking this sounds like the worst restaurant on earth.

However, if you look a little deeper this scenario may remind you of a trip you might have had on an airplane.

Airlines have come up with a pathetic strategy: cheap flights with no perks.

They believe that by taking everything we love away and giving us cheap flights it will make us want to fly more. The sad part is that it isn't really cheaper at all, they just charge for EVERYTHING now.

On a trip this week I checked in online and wanted an Exit Row....it was $25 extra. Since when is an Exit Row worth charging for? When I got on the plane I was informed that on my 3 hour flight no food at all would be served (not even peanuts) and that we could have one beverage (don't worry I begged for a refill). If we wanted to listen to music we could purchase headphones for $2.

Why do we let airlines get away with this sort of treatment? How come the rules completely change just because we're 30,000 feet in the air?

Just think of the customer outrage if restaurants tried to treat us this way. We would be shocked, appalled and would all be calling customer service demanding something for free.

Back in the days airlines were significantly smarter. They understood that flying was an experience...and most importantly it was an "eating experience".

10 years ago the best part of flying was the anticipation in getting the meal. They brought it out in little carts, gave you a choice and it was pretty good. Before the flight was over they would come back through, give refills and also hand out "snacks to take with you".

An airplane, aside from being a means of transportation, is a restaurant. (Well it should be treated like one at least). Think about the impact airlines could make. An airplane is essentially a group of trapped, angry, hungry people: FEED THEM! You have the staff, you have the capabilities - what's holding you back!?

Wouldn't it be remarkable if airlines featured food we know and love. "Today we're serving fresh sandwiches from Panera" or "For breakfast this morning we have bagels and donuts from Dunkin Donuts."

What an opportunity!

Wouldn't you pick an airline based on the food they were serving? Don't you think it might be worth the extra $20 on your ticket for this type of experience?

Airlines have it all wrong and eventually people won't stand for it any longer. Unnecessary rules, extra fees and neglect for customers never pays off in the long run.

Posted by Dan Holm at 7:21 AM
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6 comments:

  1. Im not sure which airline you flew on, but you should pick a different airline for your next trip, some still serve food(Continental), dont charge for exit rows or refills(Southwest)...
    ReplyDelete
  2. Fly on a better airline next time...

    Either way, I'd rather pay less and not eat on the plane. It's not an experience its just a way to get from point A to point B. I'd also prefer if airlines didn't waste money on food and drinks seeing as how the vast majority are tax payer funded...kind of like banks...
    ReplyDelete
  3. Thank you for flying on Chipotle Air...today's feature: chicken burritos with corn salsa!! Woo hoo!! I'd take it.
    ReplyDelete
  4. Agreed. My wife just flew to L.A. last week and was telling me about all the new fees they impose on everything from having any bags at all (including a carry-on) to the no-longer-free soda.
    ReplyDelete
  5. Well, seeing as I was tagged in the article for a purpose, I will lend my expert opinion on this topic...

    I agree, flying used to be premier way to travel. It wasn’t just the flight, it was the experience. Flying was a service complete with beautiful flight attendants and meals on china plates with real silverware. But then again, flights use to take twice as long as they do now. In August of 1938, the first nonstop flight from Berlin to New York took 24 hours, 56 minutes. Today, that number is about 8 hours. So the reduced services on flights are due to the reduced time spent in the air.

    There also needs to be another distinction; domestic flights and international flights are not treated equally. Full meals (such as they are) are still provided complimentary on all international flights on all major airlines. (Word to the wise, always fly the international airlines, better service). Passengers are still entitled to two free check bags on international flights. Silverware, however, may never return.

    Domestic flights, however, are put in a totally different category. The average flight length for a commercial flight is approximately 3 hours. I know that sounds like nothing compared to the 24 hour flight noted above, but try going 3 hours without something to drink. Not the hardest thing to do, but consider the circumstances. While most airlines still retain their free drink policy (USAIR who was charging $2 a drink recently rescinded that regulation) there are the ultra low fare carriers who still charge for everything (Spirit air) but that is their business plan and that won’t change anytime soon.

    If you find yourself on a flight with limited food or drink options, my best suggestion is to grab something in the airport and eat before or bring it onboard and eat. Don’t get too upset if your burger and fries becomes cold, but would you rather have a cold burger or nothing at all?

    So, unfortunately, the golden age of jets and flying is over. Aviation is almost considered a form of “public transportation” just by sheer numbers. The airline industry has suffered several setbacks in the last decade; from 9/11 to the record oil prices to the recession, nothing is right for airlines. In their defense, they are trying everything they can to stay afloat and while these charges seem ridiculous (and I promise you they are), people ARE willing to pay for them. As long as they keep making revenue, airlines will use these techniques to stay open. But just think what would happen if any of the major airlines went completely bankrupt and out of service? Higher fares, less flights, lower quality, less dependability. So until the economy starts booming again, carry-on your snacks.
    ReplyDelete
  6. Well one thing is for sure. Northwest Airlines is awful.

    @Anonymous Chipotle Air sound amazing.

    @Denis a flight to LA without any decent service sounds horrible.

    @Kai I understand where you're coming from....but for a long flight I want some type of perk.

    @Tampa I Am - I usually fly jetBlue...the best airline of all time, however didn't have a choice this time.

    @Stu - thanks for the history lesson and your thoughts on the industry as always.
    ReplyDelete

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