Airline question
In answer to your question, "what one thing would you do to improve
airlines' customer service":
I would pass a Federal law requiring each airport authority to
display, in every terminal, the *entire airport's* scheduled
departures. The problem in so many airports is that your flight gets
canceled on Happy Air in terminal D, but there's no way for you to
know (or for the gate attendant to know) that a $79 hop on Spiffy
Airlines will be departing from terminal A in 20 minutes, or that an
Amtrak train departs nearby in one hour.
Every sector of commerce has been revolutionized by the computer
revolution - so why are airports still displaying just one terminal's
departures on simple TV screens? Why are those screens stuck in the
simple format created so long ago? It wouldn't be all that
difficult to scatter kiosks throughout the terminals, programmed with
other terminals' upcoming departures - plus scheduled land links,
rail links, and departures from complementary airports (i.e, Newark &
JFK).
Airlines will fight this simple reform, because it liberates
passengers. FAA should impose it for the very same reason.
Mark
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