As noted earlier on the website news section, I was in New York City last week for a signing at Singularity & Co. The night before we left to return home, an email from the airline revealed that we had been placed on an earlier flight, necessitating our rising far, far, earlier than we had anticipated. There was no explanation, but when I reviewed the airline’s schedules, the carrier had shifted the times of the two flights we had been on by roughly fifteen minutes each, so that a forty-five minute layover had become fifteen. I understand adjusting schedules, but what I found interesting – and irritating – is that I’ve been flying a fair number of miles on book business for the past twenty years, and this has happened at least four times in the last two years. I don’t recall a single instance in the eighteen years before, and I’ve actually traveled a bit less in the last two years. I’ve also noticed that connecting times tend to be either around forty minutes or over two hours, unless I’ve been flying very heavily traveled routes. I’ve talked this over with other travelers, and most of them have noticed a similar trend. Either way, I’m either worried and rushed or wasting time in connecting airports.
Now I realize that the so-called deregulated airline industry is still heavily regulated and that there are only limited number of landing and take-off slots at major airports. That means every schedule change affects an airline’s entire schedule. I also know that commercial aircraft are not getting faster, or slower, but posted flight times are now longer than ever, simply because of greater and greater ground delays. Because the airlines don’t want most of their flights listed as “late,” they just factor in delay time as well. This means that on some flights I take semi-regularly I can arrive as much as a half hour early or ten to twenty minutes late. Then there are the fees for baggage – although I do fly enough that so far I don’t have to pay those – and the dropping of food service in cattle class, and even fees for telephone [as opposed to internet] ticketing. And with the excess baggage charges, every square inch – and more – is filled on most flights.
In a similar vein – although it won’t seem so at first reading – almost every institution I do business with is pushing me to “go paperless,” supposedly for environmental reasons. Why would I want to do that? For all too many of them, I have expenditures that are business-related, and the IRS isn’t about to trust my word about writing expenses. They want receipts and bills, on real paper. If I go “paperless,” then I’m the one who has to spend ink, time, and money printing out what I need, and the “environment” still suffers.
Likewise, more and more businesses are adopting automated telephone answering systems, where there are no real people unless you can punch-button your way to them. And all too many of those systems lack an option for services or items not on the menu. I know… I’ve tried.
All these items make one thing very clear. None of these changes are really for the benefit of the traveler or customer. They’re designed to add revenues, maximize profits, or to reduce costs, regardless of the inconvenience or added time or cost to travelers or customers.
The thing is – as customers we’re still paying as much, if not more, as ever, and we’re getting less… and no one seems to say much, even as corporate profits soar.