People Aren’t Packages!
USA Today Headline: Airlines delays set record in 2006
MSNBC, Joe Scarborough (last night, Joe’s Long Strange Trip): “We sat on the plane for nine hours.” (He then goes on to say he might just find an airline other than Delta. Gee, wonder how many people watch Joe’s show - and are now viewing the clip on the Web?)
A passenger’s bill of rights may be a start. But - Hello? Airlines? Yes, I understand the logistics and financials. However, people aren’t packages! Loading us onto a plane and letting us sit on a runway for hours and hours is totally insane. The entire business - from airport management to airlines’ profit models - is whacked. You think of us as units to ship; we think of ourselves as people. And, pity the poor flight crews that have to deal with the passengers. Everyone involved in moving us packages - ur - people, needs to go back to the drawing board. (Maybe Herb could loan you a cocktail napkin on which to scribble.) And, drop the rationalization, excuses and insincere “We regret the inconvenience” marketing speak.
Read More: Tom Peters on Jet Blue. I’m with Mr. P on this one. No way, no how would I put up with this. If I’d had to spend 11 hours on a plane they would have to haul me away in handcuffs after I drank my 3 oz. of hair gel and ran amok with my plastic spoon.
(Image is Australian National Airways brochure, circa 1945, from the always fascinating Smithsonian NASM archives - When the Going Was Good).
Tags: air travel, customer loyalty, customer service, marketing
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