I’m sitting at the Asheville Airport, waiting for my 9:45 am flight to leave. Currently the time is 11:15 am. My gripe isn’t that snow has caused air traffic on the East Coast to grind to a halt. Instead, my problem is the lack of information. I tried most of the night to reschedule my Delta flight but they don’t answer email in a timely fashion. All of their phone lines were busy, including their international line (yep, I tried that too). In order to avoid this mess, I started called Confusion Airlines (in this case Delta) Sunday night at 9 pm. I called multiple times… 9:00, 9:30, 10:00 and 10:30 pm. I woke up at two in the morning and called again at four. I called at 6:30 am, 7 am and again before leaving the house around 8 am. Busy signal every time.
So, with little information, I went to the airport, only to be met by a mob at the ticket counter. There is no real line… just a mob and no one has any information. Two earlier flights have been canceled. The flight after mine has also been canceled. Folks are upset. The only thing that people need is a little information and I don’t think you can get today. “All passengers for flight xyz line up over here… ” Something. It’d just be crazy.
This is why we need government regulation. We need someone to set standards.

Update: I’m now safely in Dallas. Getting through the maze of confusion and obstruction in Atlanta was almost more difficult than getting through medical school. In medical school, the terrain was rough but the path was clear. Getting from Atlanta, where I had missed my flight because we left Asheville three hours late, to Dallas was anything but clear. As soon as we landed there were multiple options presented by the flight attendant. My first question was, as we live in 2009, why doesn’t she, the flight attendant, have all of the updated information? If she starts with “My information is two hours old,” then I don’t need to hear anything that she has to say. Most people checked their flight information on a PDA/cellphone/laptop just prior to boarding. Her information is an hour older than mine. Why?
We land in Atlanta and the airport is packed. It looks like the week before Christmas. All of the restaurants are filled to, or beyond, capacity. The stores are packed. Every official airline agent has a line of 10-15 passengers in front of him/her and everyone is talking at once (because no one is getting decent answers). In this chaos, we are supposed to either go to the gate where the next flight for Dallas-Fort Worth is taking off or go to the nearest ticket counter and ask for help. Now I know that airline travel has had a rough time since 9-11. I thought that customer service would be something that the airlines would be stressing. Why wasn’t there a fleet of airline folks with a laptop on some type of rolling stand waiting for these passengers? Then everyone could get up-to-date information in a short period of time. Sending passengers on some type of wild goose chase is simply wrong.
So we trek through the Atlanta airport until we get to one of these ticket counters. A woman takes my ticket for the flight that I have just missed and passes it under a scanner. A new voucher pops out of the ticket thingy. Sweet. My next flight leaves tomorrow at 4:30 pm. What? My wife’s ticket gets scanned and she is on the same 4:30 pm flight but 20 rows behind where I’m sitting. What? Come on. It is 1 pm EST in Atlanta and I have just been handed a voucher for a flight 27 hours from now. I’m traveling from Atlanta to Dallas. There are tons of flights per day. What am I (we) supposed to do with this? The woman representing Confusion Airlines comforts me and my wife by telling us at least we have a flight. What the feezy (slang word used in some circles represent a four letter word that starts with F)? This is where I want to have superpowers. I want to turn into the Hulk and start smashing things. I didn’t turn into a green monster, nor did I tell the lady that she was not being that comforting. In times past, airlines used to bend over backwards to help you. They worked hard to find a flight and would EVEN CALL other airlines for you. Not now. Dude, you are on your own. I was told that I could get a voucher for a hotel that wasn’t the Ritz and a voucher for a meal that wasn’t at Atlanta’s famed City Grill.
Now I get to stand in line, again, to talk to an agent. These poor agents have been dealing with unhappy travelers for hours. No one who comes to see them is happy. The agent was humorless (or maybe my jokes were awful) but she was able to put me and my wife on a flight leaving in an hour. We were flying standby but it looked very promising.
I type all of this to say THIS is what we need government for: to make our lives a little easier. I don’t think that the government needs to tell industry how to fly airplanes but government should say that this isn’t any way to treat a paying customer.
A few suggestions:
- Accurate up-to-the-minute information should be available online.
- More phone lines must be opened at times like these to accommodate the surge of information for poor, anxiety-rich customers.
- In-flight attendants should have up-to-the-minute information at the time of take-off and landing.
- If there are flight delays/cancellations, for whatever reason, a team of agents should meet every plane. They should have timely information and should be able to rebook passengers immediately. They should work in the customers’ best interest and not the airlines’.
- Airlines should start working together again in the interest of the customer.
Tags: Corporate Wrongs, Domestic Issues by ecthompson md
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