About a month ago, I was carefully considering my future plans for the next two or three years and, after being inspired by Bing Crosby, called my parents up to tell them, "I'll be home for Christmas." Unfortunately, the airlines aren't helping me much. Or, more accurately, the airlines in America aren't helping me with that much.
After engaging in the miracle of human flight all of the way across the Pacific Ocean, I find myself stuck in Minneapolis waiting for my connecting flight to the Springfield-Branson Regional Airport. I'm a little perplexed about the reason for my delay, but I'm not that upset. At first, the people at the connecting flight counter told me that the delay was weather related; that is, they told me this until I went to the "World Perks" counter (I'm a frequent flier). After flashing my card, the man at the ticket counter told me that the flight was delayed due to a mechanical failure. He then proceeded to print out vouchers that allowed me to stay at the Radisson and eat eighteen dollars worth of airport food.
For the record, I do think that the cause was mechanical. On the hotel shuttle I met a cute female doctor, also heading to Springfield, that got the same voucher. She said that, at first, the airline was only going to pay for half of her amenities until she argued with them. It was her second day experiencing delay. Apparently, Northwest only tells the truth to frequent fliers and rich, attractive people. (I guess I'll be going back down to the lower echelons after my frequent flier card expires in February.)
The exact same scenario happened to me in Chicago last June while flying United (where I'm not a frequent flier). Only that time, the people at the gate told me that the plane was stalled due to mechanical failure, but the people at the ticket counter said that the plane was stalled due to weather. Of course, the bad weather takes precedence over the mechanical problem so, if it hadn't have been for my friend's travelers insurance, I would have had to pay for my delay.
Truthfully, I find both scenarios inexcusable. Yes, travelers that pay more and frequent travelers should be given extra privileges and amenities; but, when it comes to delays, everyone should be treated the same. No one should be lied to by the airlines. On the board that lists departure times and flight delays, a reason should be posted next to all cancellations. These reasons should have to be validated by an FAA representative. If the reasons are related to anything but weather, all delayed passengers should be entitled to a one hundred dollar a day hotel and food voucher. And, no, weather related delays at other airports shouldn't hinder your departing flight. If a plane coming from Fort Wayne, Indiana, was delayed for thirty minutes and your red-eye flight departing from Minneapolis is somehow affected and delayed until the next day, the airlines need to take full responsibility for the delay. That is not your weather delay. The airlines need to either pay for your accommodation or leave the airport open thirty minutes longer until your plane can leave a little late.
Overall, I am actually ashamed of airlines in America. When I fly internationally, these delays just don't happen. And if the delays do happen, the airlines take good care of you. In the past three and a half years, I've flown to or from Bangkok, Tokyo, Kunming, Lizhang, Kuala Lumpur, Taipei, New Delhi, Chennai, and Ho Chi Mihn City. I've never been delayed over night. In fact, I've never been delayed more than three or four hours. In fact, of all of my friends and colleagues that travel around southeast Asia, the only significant delays that I know have occurred took place in Thailand, but those were flukes: five years ago there was a deadly tsunami and last month the entire airport was shut down due to a strike.
I've only been through Europe once, but in my short experience their track record was astounding. I had a delay that was, arguably, my fault. However, KLM still saw that part of the failure was theirs. They paid in full for me to stay the night in Amsterdam and then upgraded me to first class on a flight between Amsterdam and Singapore, one of the longest possible non-stop flights. This was well before I had any frequent flier status.
The first problem airlines in America face is that everyone is just too grouchy, both the employees and the customers. Sometimes angry American travelers will ask for unreasonable things. Suspicious of customers and and frustrated by his or her lack of power to help, the person at the ticker counter will then take a defensive stance for the rest of the day and, possibly, career.
The second problem lies with the rules of the airport. When nighttime flights are delayed, the airport needs to stay open longer. Overbooking flights should be a crime. In order to make more money, airlines will sometimes sell seats that don't exist with the hope that a few people won't show up. It's a totally stupid strategy. If you buy concert tickets and don't show up, your seat is empty. If concert tickets were "overbooked" the venues would be sued out the wazoo the first time someone had to sit on the lap of a stranger. Airlines should follow a similar strategy. If someone doesn't show up, that means more elbow room for everyone else.
The third problem lies with American flight unions. In Asia stewards, stewardesses, and flight counter employees are young, energetic people that only anticipate a limited tenure at their job. At four in the morning they have the energy to greet you with a smile on their face, and they haven't yet arrived at that stage of middle-aged, service-sector sassiness that gives them the right to talk down to the customers. To see what I'm talking about, go to a McDonald's restaurant in America. If a teenager gets your order wrong, they'll typically fix it without asking questions. Slightly embarrassed, the pimply-faced kids will just give you a new McChicken. In contrast, if a middle aged manager gets your order wrong, the personal embarrassment will be absent and defensive mechanisms will kick in. Expect a personal insult, complaint about the company, or rude remark to be served on the side of your burger and fries.
Don't misunderstand me, I'm a union supporter for certain industries. The mechanics that have their head in a jet engine all day long, and the guys in the back that wreak havoc on their bodies by lifting heavy luggage throughout the day, need union protection. Corporations are greedy and they will sacrifice their workers' health for their own profits. However, service sector folks such as flight attendants and desk attendants have one job- make sure the customers are happy. They don't need union protection and the industry isn't served by protecting them. As soon as your attitude, communication skills, or capacity to deliver the product in a way that makes people happy are compromised, you've failed to do your job, plain and simple. At the very least your job needs to be downgraded, people that pay thousands of dollars to get places they need and want to go shouldn't be subjected to your rude remarks; those comments should be reserved for people that paid for a McChicken but really wanted a Big Mac.