Why do people hate the airlines?

OK…their track record for on-time
service is spotty. And they often have trouble with luggage. Yet, many of the
factors that influence performance are outside of their control (i.e. the
weather).

What is most important to me as a frequent airline customer is
safety. I’ve been on a couple of flights delayed because of mechanical issues
and was just amazed by the moaning of other passengers. Yes…inconvenience is
unpleasant. But, I would much rather have any “mechanical issues” worked out
while the plane was still on the ground.

The recent announcement by
American Airlines to charge passengers a first-checked-bag $15 fee produced an
avalanche of unwarranted criticism in the blogosphere. It’s unfair to American
Airlines and a shame their brand has to take such a hit. My reaction to
consumers irate about the 15 bucks is just as strong as their whining: get over
it!

American Airlines’ corporate communications team and PR shop Weber
Shandwick did absolutely the right thing in devising a strategy that focused on
explaining “why” this additional charge is necessary. Airlines are under
tremendous financial pressure because of the rapidly rising price of fuel. I’m
happy to pay a few dollars more to ensure an airline has the resources to run an
efficient, safe and (yes) profitable business.

A tough lesson I learned
as a small business owner is that there’s a significant difference between
business and “good” business. Exceptional clients demand great work and
accountability, yet also recognize the value of your counsel, treating you well,
paying you on time and respecting a fair profit margin.

Airlines need to
focus on their good customers and let everyone else find a different route.