Tuesday, December 22, 2009
Just because you have a functional monopoly doesn't mean you can treat your customers as if they don't matter. And no amount of industry spin about how this practice helps the majority of flights reach their destination on time, is going to change that. Is it unreasonable to provide food and water to passengers after a two-hour ground delay? Is it unreasonable to let them deplane after three? The airline industry needs to stop fighting the new regulations announced by the FAA and figure out a way to deal with it. How about holding a couple of gates at every airport for planes that are delayed? If the airlines had done this years ago, they could have shared the cost, and received PR boost by announcing that you'll never have a long wait on a plane again. Opportunity missed.