Airline skies: getting friendlier?
Airline passengers burdened by lost bags, delayed flights, terrible service and escalating fees (and even bizarre behavior by pilots and others) will find it hard to believe: flying may be getting better, according to private researchers.
That’s the case, anyway, compared to four long traditional measurements.
Airline performance improved last year as judged by four measures — passengers who endured lost bags, delayed flights, lousy service or bumpings from full flights, according to an annual report recently released.
Another positive development in late-breaking airline news: WestJet introduced its “Kargo Kids,” creating anticipation that it will lead to a move towards more child-free flights not only in Canada but in many other places as well. It’s an obvious effort to cater to the many passengers who would just as soon not travel with often noisy children.
WestJet calls it an “exciting new program allowing guests to travel on select child-free flights, creating a quieter and more relaxing inflight experience, while children travel in a special VIP area of the aircraft.”
"This is a win-win situation for guests travelling on these flights," said Richard Bartrem, WestJet, Vice-President, Communications and Community Relations.
"As Canada's low-cost airline, we are constantly looking for innovative and fun ways to enhance the guest experience," said Bartrem. "The initial feedback of Kargo Kids has been quite positive.”
The new report measuring airline performance was compiled by Wichita State University business professor Dean Headley in Kansas and Perdue University aviation technology professor Brent Bowen in Indiana. It is based on 2011 data submitted to the Department of Transportation by the nation’s 15 largest airlines.
"Airlines are finally catching up with what their promise is, which is getting you there on time 80 percent of the time with your bags," said Dean Headley, a business professor at Wichita State University who has co-written the annual report for 22 years.
Airlines are slowly, steadily recovering from their meltdown five years ago, when, under the strain of near-record consumer travel demand, their performance tanked. Industry performance for all four measurements was slightly better in 2011 compared with 2010, according to the report.
"They realize that people are paying a lot more money, and the system is more complex than it was, and they have to do a better job," Headley said. "To their credit, I think they are doing a better job."
Nearly half the 15 airlines improved their on-time arrival performance in 2011, and seven had an on-time arrival percentage over 80 percent — Hawaiian, Southwest Airlines, AirTran Airways, Alaska Airlines, American Airlines, Delta Air Lines, and Mesa Airlines.
By David Wilkening
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