Echoes of aviation disasters in this morning’s Qantas B747 emergency
A Qantas B747-400 was forced to make an emergency landing in Manila after a large hole appeared in the fuselage and the cabin depressurized. That brings back memories for David Burns.
5 free ways airlines could improve their customer service now
During my years as part of the management team of a major airline’s customer relations office, I always taught my staff what I called the “brussels sprouts” theory. Here’s what that means — and how Ritz-Carlton hotels can teach the airlines a thing or two about service.
Traveling by air? You can’t get there from here
In down-east Maine you often hear the phrase “ya can’t get the-ah from he-ah.” Translation: “you can’t get there from here.” How fitting for airlines.
Why are airline employees afraid of doing “the bump”?
No wonder airline employees are so crabby. They’re afraid of the bump. I’m not talking about the dance made famous by the George Clinton and Parliament’s song Tear the Roof off the Sucker (Give Up the Funk).
Dying to fly: 5 things you need to know about refusal to transport
Can an airline refuse to transport a dying passenger? That wasn’t just an academic question for Allegiant Air, which recently had to make a decision for a customer who wanted to fly from Bangor, Maine, to Orlando.
4 ways big airlines are pre-disappointing passengers
I heard a friend use the term “pre-disappoint” in a discussion this weekend in reference to people who set their expectations too high. What a great term to describe airlines, which are setting customers up to be let down, breeding restlessness, irritability, discontentment and — worst of all — resentment.
Surviving a red-eye flight with a shoulder to sleep on
Everyone seems to have the perfect idea for surviving the most dreaded of travel experiences: the cross-country red-eye flight.
When will hotels start their Motel 6-ization?
Airlines are reducing services and nickel-and-diming us for everything from checked luggage to Cokes. Are hotels next? David Burns thinks so.
Traveling with a pet? Do your doggone homework
For Anna Mallea, that headline may be an unfortunate play on words. After a flight from Texas aboard Continental Airlines, her family dog, Sassy, is missing. David Burns has some advice for shipping pets by air.
Commercial air travel may be safe, but watch out for the airports
Air travel may be one of the safest ways to get around. It’s the airports you have to look out for — especially if you work there.