[jonm1961]

Gromit, you seem to avoid the point of foreign competition for domestic routes. The question is why are the domestic airline companies offering such poor customer service compared to most foreign airlines? If a U.S. airline passenger had a choice of flying on an airline that treats them like a customer versus one that thinks they are doing them a favor selling them a ticket, which do you think the passenger would choose? American, Delta, and United would not want to compete with foreign airline companies either here or overseas, they would need to improve their service, or close their doors. Competition is what makes businesses run better, and the domestic airlines do not compete, they have a monopoly in this country.

[AADFW]

Originally Posted by jonm1961

The question is why are the domestic airline companies offering such poor customer service compared to most foreign airlines?

Two answers. First, many of the foreign airlines enjoy government subsidies that allow them to spend more money on service. Second, U.S. airlines tried in the past to compete on the basis of service on deregulated domestic routes. (Remember all those TV commercials in the 70's & 80's touting great service?) American consumers have consistently responded by voting with their wallets, indicating that price is the single most important factor when making an air transportation purchase by far. The fact that an airline as horrid as Spirit has managed to last so long is strong evidence of this. It's amazing how some people will connect twice and endure other hardships to save $30 on a base airfare. Consumers are actually just as much to blame as airline management for poor service performance in this sense -- we've demonstrated what we want most and they've served it right up with ridiculous cost cutting measures, flippant and unhelpful service, and ancillary fee-based revenue models.

What's perhaps most disconcerting is that many domestic carriers have actually allowed some these changes and attitudes to seep into their domestic and international premium products, where service is actually what should matter most of all. That's something I am at a loss to understand.

Still, I've got to think that foreign competition would shake things up sufficiently that one might see some improvements in service levels - at least for a period of time and certainly where the premium market is concerned.

[jonm1961]

AADFW, I do agree with you regarding the fact that airline passengers vote with their wallets. Passengers want competitively priced tickets, but they do expect friendly and helpful flight attendants and gate agents. Not the rude, disrecpectful ones that work for American. Airlines like Spirit are thriving on low fares, but when I have checked some of the routes I often travel, I am saving $100-$150 per ticket. With Spirit, you get what you expect, no service, no extras, and if a flight attendant is rude, so what, it was what you get for the low ticket price. I took a flight on Airtran recently. The fare was $75 less than any other airline. They are a discount airline, right? I knew that I should expect nothing but passage to my destination. I brought my own beverage and snack expecting that there would be none served. And I expected rude, disrespectful flight attendants who hate their jobs. To my delight, they served beverages and a snack just like American Airlines did several years ago. Fllight attendants were pleasant, helpful, and did not yell at even one passenger. I will travel with them again. It costs the airlines absolutely nothing to have their employees treat customers with respect. Foreign airlines know that they do not have to spend money providing good service, they just have to insist that their employees treat customers properly, or "You're Fired!!.

[AADFW]

In the past 5 to 10 years domestic carriers have eliminated complimentary inflight food services, magazines, blankets, pillows, checked baggage, mileage-only upgrades from any published fare, no-fee telephone reservation services, APO upgrades and fee waivers for customer service problems, extra legroom seats (AA), certain customer training initiatives, etc. At the same time, fees for nearly everything under the sun have skyrocketed.

Airline managers made these changes because Aunt Sally in Omaha decided that she'd rather fly with XYZ carrier because their fare was $10 lower. Low fares became a zero sum game, so the model has changed.

As you've already pointed out, people will often endure horrible treatment to save just a little money. That's what's driving the service levels.

[jimworcs]

It is not a single Market...in Europe, Ryanair sits alongside EasyJet in the low cost Market, and bith thrive. EasyJet is low cost but targets business Travellers and offers more flexibility (and civility) than Ryanair... Ryanair is low fares, hostile to customers and more like spirit. The big issue the US faces is the "fortress hubs" which severely limit competition. This badly needs regulation. No airline should have more than say 30% of the passengers in any airport. You would see a dramatic change if this was enforced... Basic competition, where price and service are in the mix. It is uneconomic to compete head to head with AA in Dallas for example, as they control Market. Until we break these local monopolies nothing will change.

[AADFW]

That's actually a really good point Jimworcs, and something I'd not thought of before. Airports have finite capacity and, as such, I agree it might be wise to regulate them on that basis.