Category Archives for Airlines.
Southwest Airlines has completely melted down. They didn’t just cancel more flights than anyone else over the Christmas holiday – by a large measure – they’ve failed to recover their operation. They keep cancelling a majority of their flights.
The reasons for this are many. SWAPA, the Southwest Airlines Pilots Association, has something to say.
Southwest has cancelled an unprecedented number of flights over the holidays in a complete operational meltdown. They lacked the staff needed to handle disruptions that may have been triggered, in part, by weather. But mostly they lacked the systems to recover. And they’re cancelling two thirds of their flights. Every. Single. Day.
Things got so bad in Phoenix that the airline made an announcement saying everyone waiting in long lines for help? Yeah, don’t bother. Everyone should just go home.
After a dreadful weekend of cancelled flights and cancelled Christmas plans for passengers, Southwest cancelled 70% of its flights on Monday. They threw in the towel – which would hopefully have given them time to put planes and people back in position and get employees legally required rest. Major disruptions take days to recover from because aircraft and people are left in cities that aren’t where they need to be.
However they have already cancelled 62% of Tuesday’s schedule, and 62% of Wednesday’s schedule. They may not operate more than a third of their flights through end of the year.
Southwest Airlines isn’t a niche carrier, for many years they’ve been the largest carrier of domestic airline passengers in the U.S. They may only be the fourth biggest airline, but that’s because their international route network is so limited.
So when Southwest melts down over Christmas, it’s a big deal. And even with Christmas over, the mess continues. Southwest has already cancelled a third of its flight systemwide again today. On Sunday they were closer to cancelling half. Scenes from their terminals have been brutal.
On December 23, Emirates flight EK319 from Tokyo Narita to Dubai became a miserable experience for 500 passengers and crew on the Airbus A380. The plane went mechanical, and missed taking off before the airport’s midnight curfew by just a few minutes. The airline didn’t bother getting hotel rooms for passengers – or, reportedly, even crew. In fact they told passengers they couldn’t leave the airport, handed out sleeping bags, and directed premium cabin passengers to the lounge for the night.
Like yesterday, Southwest Airlines again led the world in most flight cancellations. They aren’t just short pilots and ramp agents. With half of the airline’s flights delayed – again – customers all over the country have needed help getting rebooked. And the airline’s phone system chose today to melt down.
I’ve had several readers ask why Southwest Airlines is cancelling so many more flights than other carriers this holiday, and why their operation in Denver is worse than United’s – so it’s not just weather. I initially assumed that the way Southwest routes its planes – throughout its system, rather than isolating them with back-and-forths – tends to cause cancellations across the system when there are localized disruptions.
However it turns out they’re having a bigger problem in Denver. There are a lack of employees working the ramp. And this has led to extreme measures at Southwest – which aren’t working.
Emirates has instituted a ~ 20% increase in miles required for premium cabin awards on many non-stop itineraries to and from Dubai, while so far leaving connecting itineraries and fifth freedom routes unchanged, though that could change. This was done with no notice, and after already raising business class award pricing earlier this year. But they aren’t done, according to the airline.
She likes room temperature bottled water available at all times (honestly, so do I). She likes a weekly hour-long massage. She wants to avoid flying Southwest though they’re a huge carrier in her home state. She starts work at 8:45 a.m. (reasonable) and doesn’t let staffers schedule activities past 8 p.m. without her express approval (also non-crazy!). She doesn’t like weekend work events before 1 p.m.
And her travel preferences turn out to be just like everyone else’s. She “does not like to fly” and asks staffers to pick her preferred seats when she does.
Captain Neil Swindells was elected to head the United Airlines pilot union in a controversial and close vote, where members of the group’s Master Executive Council tried to shut down discussion of his homophobic, misogynistic, and anti-Semitic online commentary.
I wrote, though, that he was unable to represent all of his pilot members equally. And this wasn’t just an internal pilot issue – the head of the pilot union gets a board seat at United Airlines. He was clearly unable to represent shareholders, either.
Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel -- a topic he has covered since 2002.
Co-founder of frequent flyer community InsideFlyer.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »
