With the busy holiday travel season about to begin, Travelocity has some unhappy news for airline passengers. In a poll that’s expected to be released early next week, the online agency reveals that nearly two-thirds of air travelers who have encountered rude service on a flight would “avoid using the airline altogether if they have a comparable choice elsewhere.” The study also identifies a deep divide between what passengers believe is an “excessive” amount of wait time on the tarmac versus what airline policies provide.
But before I get to the actual numbers, I need to say something about Travelocity. In an article published yesterday in the Miami Herald, I noted that its competitor, Orbitz, uses technology most effectively when compared with the other major online travel agencies. Well, I should have also said that Travelocity has the best surveys (who can forget the one on car rental taxes?). And this one is just another example of Travelocity’s terrific, pro-consumer polls.
So let’s get to the data …
Delay disconnect. When asked what they considered an “excessive” amount of time to be held up on the tarmac, 55 percent said they lose patience after 30 minutes. The vast majority — about 95 percent — have had it after waiting an hour. Travelocity notes that only a few airlines make any promise of compensation for grounded flights – and then only after several hours. That’s true, and I expect to see even more dissatisfied customers as load factors climb and the weather worsens.
Just show me the luggage. What’s the most frustrating aspect of air travel? It isn’t a trip interruption, rude passengers or airport employees. Some 40 percent of respondents said a lengthy wait for luggage really gets them steamed. I imagine it’s even worse when their luggage is lost, as more and more of it is these days.
One bad FA can ruin the day. The largest group of respondents said getting their preferred seat type was the most important factor in having an enjoyable flight. But one in 10 said a polite crew is also critical, while one in five said a “less than cordial” crew is the most bothersome aspect, even over annoying neighbors or a bad seat. In other words, having a good seat is important, and so is having a nice crew. And one rude flight attendant can ruin the whole trip.
Let’s call the whole thing off. The survey found 59 percent of airline personnel are “less attentive than they used to be.” No wonder 63 percent of those who experienced such service shortfalls said they would skip the flight if they could. This is actually a common sentiment among air travelers. They say they wouldn’t fly if they had another option. Of course, the airline industry and its apologists insist we have a choice when we fly, but if that were true, the word “hub fortress” wouldn’t exist, would it?
The Travelocity survey suggests passengers are more disgruntled than they’ve been in years — and perhaps ever — and that the airline industry has nowhere to go but up.
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{ 5 comments… read them below or add one }
I don’t fly much, and I used to. The rude and indifferent service, the losing or mishandling of my luggage on the last five consecutive flights all have me either driving or not going anywhere. This year I am staying put for Thanksgiving–the first time in ….ten or fifteen years. Last year was such a disaster and my eight year old daughter was unable to sit next to or even near me or my husband (we were all separated) even though we had booked seats together (aircraft change….)
The airlines know that they can deliver bad service because they will be bailed out. They all spend a lot of money on lobbyists and that’s all that matters these days. I just wish the government would say to all airlines that they will not get bailed out again and that if they go under from people not flying (more and more of my friends are not flying, either…), then tough.
And what makes you think travelers aren\’t already not flying, if they can avoid it? I already do. If it\’s less than say 8 hours driving, I drive.
I\’ve commuted in the weekends between Columbus and Washington for three years. Let\’s compare driving and flying.
Driving:
travel time: about 7h
cost: about $60 (long live the mileage on my Civic)
departure time: flexible, any time – Fr night, Su night
atmosphere: lonely, sure, but also with my music as loud as I want
view: the Apalachian mountains
comfort: my car chair in whatever position I want, with noone complaining
food and beverages: as many as I want, whenever I want them
Flying:
travel time: about 4 h (including check-in, excluding delays)
cost: at least $200, for a Thu night, Sa monring flight
departure: inconvenient
atmosphere: crowded, uncomfortable
view: blank wall (if I\’m lucky and got the exit row)
comfort: none
food and beverages: two stupidly little plastic cups with ice and a coating of soda, plus of course old pretzels.
Hmmmm, which one would I take???
I have flown 6 segments in the last 8 days. On one DFW-SFO segment, on a wide-body aircraft, we had an outstanding crew. They were up and down the aisles all flight offering drink refills, etc. In first class, they addressed me by name every time.
Yesterday, heading back to DFW, the crew served everyone, made a clean up pass, and then went in the galley to talk for an hour!
It is so hit and miss these days.
I always drive if there’s enough time. I used to love flying, but not in the last several years. I drive to Philly, New York, or Washington DC from the Detroit area several times a year. I flew once last fall, and although it wasn’t awful, it was pretty annoying all around. I started opting out of flying after 9/11, when the security measures started becoming increasingly intrusive, annoying, and unnecessary (seriously, 5 oz of shampoo is dangerous, but 3 oz in a ziptop bag is not??).
I hate to fly but love to travel (except for the flying part). Currently, anything less than 12 hours driving is a road trip, though last year I did do a 20-hour road trip. Unfortunately, anything on the East Coast (I live in the western half of the U.S.) is too far for a reasonable road trip, so I have to fly, and trips overseas obviously must involve a flight. Still I keep it to a minimum. Business trips often get combined, or I try to find another option. Vacations are less frequent just because it’s too much of a hassle to deal with reaching the destination.
I would fly at least twice as much as I currently do if it wasn’t such a hassle. I despise the security theater. I hate the mystery of wondering if my luggage will be joining me on the trip and in what condition. I hate being crammed into the tiny seat for hours. I hate the suspense of wondering if any legs of my flight will be canceled, or hopelessly delayed.
So I’ve already cut out so much flying.