"The low-cost carrier is the guy who sets the prices," he said.
That's an understatement, don't you all think?
Okay, as food for thought, here are PJ's top 5 things the airlines should do to become profitable again, although PJ has no real business experience, especially in the airlines:
1) Get rid of the hub-and-spoke system for domestic flights. Like Kent said, he had to go from SEA-MSP via PHX, so I'm guessing he flew USeless Airways/America's Worst to do it. I'm guessing it cost him less to do that than it would have been to go direct on NWA. Meanwhile, it cost the airline much much more. Do like SWA - hop, skip, and jump across the country on your domestic routes. I qualify this with 'domestic' flights, because it's not really practical to do this internationally, so you will still have to feed people to one of your 'international' hubs to send them overseas. However, the overall cost model should be less, I would think.
2) While we're in this vein, do fewer flights on a route, but use larger aircraft. Okay, so the airlines polled business travelers and found out two things - that they wanted lower fares and more flexibility on flight times. So they gave them these things. The problem is, these things are
mutually exclusive!!! It costs the airline so much more to do 5 flights on an ERJ145 than it would to do 2 flights on a 737-700 on the same route, and still have the same capacity! Yes, so the customers would be a bit more restricted on exactly
when they can travel, but if it's really important that they depart whenever they want, let them pay the thousands of dollars for NetJets. When faced with this as the other option, suddenly choosing your departure time becomes less of a priority.
3) Provide good services to your customers. Nothing builds brand loyalty and repeat business like good customer service. I have on several occasions been dissatisfied with some aspect of a product, but been so impressed with the customer service that I've gone back to that business. There are several facets to this - from providing a bit more legroom in the cabin and actually giving you a bite to eat on longer flights (Continental still does this - flights > 4 hrs you still get a hot sandwich, a salad, chips, and chocolate in coach for free!), without expecting you to pay $8 for it, to making you feel like a welcome patron and guest at the airport and on board their aircraft. Most of the time, I feel like the airline looks at me like cattle to be herded aboard and a nuisance if I ask any questions.
4) Tell the TSA and DHS to back off a bit. Yes, 9/11 was terrible and will live on forever. That's precisely why we don't need all of the ridiculous measures that are put in place now. Okay, keep the metal detectors, keep it restricted it so only ticketed pax can go through, that's all fine. Passengers are still on high alert. We now have armed FFDO's. I seriously doubt anyone's going to attempt a hijacking like 9/11 again. Making everyone take off their shoes, confiscating the bottle of water from the old lady, and doing 'additional screening' on a four-year-old while physically restraining his mother from giving him a reassuring pat on the shoulder all make traveling on the airlines less and less appealing. My recently-late grandmother (may she rest in peace) flew all the time before 9/11, and even afterwards for a bit too. When the TSA went on their huge power trip, she finally got fed up with it and stopped flying. She actually paid more for an Amtrak ticket from Pittsburgh to Chicago so she wouldn't have to go through the TSA nonsense. This one also ties in with #3 in that it makes the passengers feel more welcome as opposed to feeling like criminals.
5) Take care of your employees. I read a great article a couple of years ago in the anniversary issue of SWA's in-flight magazine. It was an interview with Herb Kelleher where he discussed his views of customer service. He views all of his employees as customers - his executive management team are his "customers", the middle-managers are their "customers", the lower-managers are their "customers", the line employees are their "customers", and the passengers are their customers. By taking care of his customers and encouraging them to take care of theirs, he creates a trickle-down effect where by taking care of his employees and making his "customers" happy, the entire company becomes focused on customer service and taking care of the passengers. My feeling is that some of these airline CEO's that get these multi-million dollar bonuses because their airline is a little less in the red, and then turn around and tell the employees that they need to voluntarily take a pay cut so that the airline can remain afloat should redirect their bonus. Instead of taking it and running, do something with it for the employees. Share it evenly - so the employees may get an extra $20 in their paycheck when all is said and done, but I think that the psychological impact of the CEO giving up these millions of dollars and giving it to the employees (combined with not asking them for a pay cut) would go a long way.
Well, there they are... I look forward to the discussion.