Fixing the Airline Problem
Much has been made of the air travel lately…the lines, the inconveniences, “take your shoes off”, 3oz bottles, etc. We all know it’s a pain…but what I want to talk about is luggage. The percentage of luggage lost in recent months has skyrocketed. O’reilly was even barking the other day that the federal government should step in and do something about all this lost luggage! What!? Right…that would work…
Look, nobody is not flying because more luggage is getting lost. Now, more folks may be mailing their own bags, but people are still flying. Airlines feel little pressure to take drastic measures to improve customer experiences. Here’s what I think needs to happen for the airline experience to improve. Some small to mid-sized fleet needs to go out on a limb. What would happen tomorrow if JetBlue or AirTran came out and said: “Folks…if you hop on one of our planes and arrive at your destination without your luggage, we’ll refund the cost of your ticket.” No credit for next time. Just an immediate credit to your charge card.
Independence Air attempted something like this in 2005, but there were no 3oz restrictions, and a voucher was given for future travel. Tell me this…if you lose my luggage, why would I want to travel with you again? A luggage guarantee would be a drastic program that would shake up the airline industry, which desperately needs shaking up right now.