For a few hopeful hours yesterday, it seemed as if at least one airline was going to acknowledge what air travelers have been saying all along: that the new fees by the likes of American Airlines, United Airlines and US Airways have gone too far.
But rumors that US Airways had set up a special toll-free number to field calls from frequent fliers who were upset about its policy changes turned out to be just that — rumors. (Please see update at the bottom of this post for more on that.)
The number was just ringing though to the same department as the others. The airline was paying lip service to its best customers.
Then, this morning, the fee-crazed airline industry got more aid and comfort from the mainstream media in a Washington Post story that declared that the party was over and suggesting the recent onslaught of fees might be justified.
(As a sidenote, has anyone noticed the Post’s travel coverage is a lot sharper and more interesting than it’s ever been?)
Complain as passengers might — and there’s been a lot of complaining lately — an even darker vision of the future seems to be emerging.
We are probably at the beginning of the latest fee cycle, and not only is it about to get much worse, the fees are here to stay.
Airlines have decided they can’t raise their base fares to cover their additional costs. Instead, and in direct violation of the spirit of a recent Transportation Department ruling, they are adding extra fees and surcharges to try to make up the difference.
There is no better way to alienate your customer.
Update: An elite-level US Airways flier has written to me to clarify my assertion that the special number was a rumor. US Airways has indeed set up a number — (877) 369-6512 — to poll some of its frequent fliers on its recent changes. However, an airline insider tells me this is being routed to the same department that handles calls from elites. So it is a “special” number in that it is new, but it is not special in the sense that it is going to the same place.
{ 1 comment… read it below or add one }
I, for one, have decided to eliminate all foreign flights. I really did not need to go on that trip. For domestic flights I will carry a large purse and ship anything else to my destination. At least my belongings will arrive either before or simultaneously with me. As to the water, I may just have to “pony up” to their charges, but they won’t get to charge for my luggage – won’t have any. As to the heavier than should be passenger beside me, I shall take a very sturdy sheet of plastic, which could be construed as the side of my purse by the TSA, and firmly slide it between me and the spilled over fat from the body in the next seat.
P.S. I could slide another piece into my purse to share.