Chris,
I appreciate your response and acknowledgement that there was a legitimate complaint. I know that probably over 80% of my posts on here are negative about the airlines or supporting other posters who have been negative,but I am prepared to acknowledge that sometimes customers expectations are unrealistic, unreasonable or often their ire is directed at the wrong people. No airline can control the weather or the TSA or Air Traffic Control... and it is unreasonable for passengers to expect them to do so. However, if you look at this website, it provides an outlet for passengers to express their utter frustration and there is a pattern. Airlines consistently mis communicating with not communicating with passengers with reliable timely information. They are understaffed to deal with problems when they arise and many of their staff have had all discretion taken away from them to resolve the problems.
Although I have never worked for an airline, I do know a little bit from the inside. My best friend is a Captain on a European Airline which was originally a full service, but is now low cost. Prior to 9/11 I made three jump seat round trips with him to the Caribbean, Turkey and Malta so have seen what it is like "on the other side" of the counter.
Whilst I take your point about other industries who have similar customer service problems, the consequences for the customer is not the same. The airlines are dealing with people in very vulnerable circumstances. If Cablevision fail to turn up, over-charge, mislead the customers, etc.. it can be annoying, but the consequences for the customer are minor. If an airline fails a customer, passengers are often thousands of miles from home, stressed and have no immediate remedy. There is a post in the last day or so where someone was treated appallingly by Delta and ultimately forced to change airlines to get to his destination at this own expense. Delta totally abused their power and called the Police on the customer. His account is highly credible, and no one will be held to account for their conduct. He was fortunate that he had access to the funds to find another solution. Had he not, I dread to think what would have happened.
This doen't excuse passengers being abusive to airline employees, but I strongly feel that the balance of power is totally wrong and the only answer is to regulate airlines, set minimum standards of performance which are significantly higher than now, and if this results in higher fares, then so be it. Airlines, particularly US Airlines, are also protected from going bankrupt by Chapter 11, which means that airlines which provide the worst service are protected from the possible consequences of their actions. During this downturn, I would count around 15 European airlines have been allowed to goto the wall. In the US, they are politically protected, re-organise and come out the other side. Delta, United, US Air have all done this for example and it is against the interests of competition and passengers.
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