Rising fares and additional fees have yet to deter the bulk of airline passengers, and many say they’re sympathetic to the airline industry’s current woes.
However the higher fares, extra costs for baggage and food, and less flexibility are slowly contributing to a decrease in the number of people flying. Domestic fares were up on average 4.4 percent in the first quarter of this year, according to the Bureau of Transportation Statistics.
Business travelers, masters at navigating airports and airline rules and fees, are perhaps the most acutely attuned to changes in the market, whether it’s higher costs or strained customer service.
“It’s too expensive. They try to nickel-and-dime you for everything,” said Phil Orlando, a three-day-a-week traveler. The New York businessman was waiting for his garment bag in the United Airlines baggage-claim area at Denver International Airport last week. “I’m not thrilled, given the fact that the planes are completely full. They should have more workers.”
Cutbacks in spending on business travel have already begun. The Association of Corporate Travel Executives reports Fortune 500 companies are placing more scrutiny on business travel and are looking into alternatives such as Web conferencing when possible. More than half of the group’s members have made “major cutbacks” this year.
For those employees still traveling, understanding the current state of the airline industry helps soften the additional hassles.
“I think the airline employees are doing a great job. . . . The airlines are failing. I’m stunned to see how positive their attitudes are,” said Caroline Fisher of Vail, who was returning to Denver from San Francisco last week. “I’d probably have a lousy attitude.”
Fisher, a management consultant and frequent flier, said she understands the airlines’ plight and the need for additional fees, given the price of jet fuel. She has noticed fewer leisure travelers in recent weeks.
“It feels to me like more people are driving for leisure activities,” Fisher said. “People are flying because they have to.”
Kevin Mitchell, chairman of the Business Travel Coalition said despite a decrease in the number of business travelers, it’s actually leisure travelers who are more sensitive to price changes.
“Leisure travelers are evaluating higher fares and new fees against the backdrop of higher gas, home-heating and food costs,” he said. “It’s going to get worse. The business traveler doesn’t check a bag, but by the time they get to the plane, there’s no room (in the overhead compartment).”
According to the 2008 American Consumer Satisfaction Index, released in May, customer satisfaction with airlines dropped to its lowest point since 2001. Rankings for the airlines have fallen for the last three years, the survey reported.
“The industry perception is abysmal. It’s a shame to be painted with that brush” said Cliff Van Leuzen, vice president of customer service for Frontier Airlines.
Those low rankings cloud Frontier’s status as the airline with the fewest reported complaints in July and its healthy on-time arrival performance and low number of lost bags, he said.
“The story is always the worst-performing airline rather than best-performing airline. Our internal mission is to be the best-loved airline,” he said.
Some people have attributed an increase in the number of customer complaints to airline-carrier layoffs. But Van Leuzen said there have been minimal cuts in customer-service staffing since Frontier filed for Chapter 11 bankruptcy in April.
“We’ve reduced employees as we’ve reduced (the number of flights) in Denver. I think all of those have been reduced by attrition,” he said. “It’s been very conservative.”
United Airlines spokeswoman Robin Urbanski said the company has cut capacity by 100 flights, and its workforce has been adjusted accordingly.
“We’re focused on reliability, clean flights and courteous service,” she said. “When our service is reliable, flights are clean and service courteous, customer satisfaction improves.”
Leisure passengers said they know what they’re getting into when they purchase a ticket and opt to check bags on various airlines.
“I feel it’s not as convenient as it used to be. It’s not easy at all,” said Suzette Moore, who was traveling from Indianapolis with her husband. “Security is a lot, but I don’t mind it as much.”
As for the customer experience, Moore says that it’s apparent that airline employees are doing more and under a lot more pressure, given job cuts in the industry.
“They’re friendly, but there’s not a lot of conversation anymore,” Moore said. “It’s more about business. . . . They used to chat more, asking about where you’re going.”
Van Leuzen said that the summer travel season was busy enough to take its toll on the best employees.
“I think that’s a feature of getting through the summer. The load factor is high, and people are traveling with a lot of luggage,” he said.
Things would go a lot smoother at airport ticket counters if the luggage fee was tacked on during the ticket-purchase process, said Anna LaGuire, who was flying back home to Denver from Kansas City.
She said passengers could estimate the number of bags they plan to check and pay at the airport, should they bring an additional bag.
“The $15 (Frontier charges) wouldn’t deter me. I travel five to six times a year,” she said.
Jo Humphreys of Laramie agreed.
“I’d rather pay the extra $15 for the flight,” she said. “I wouldn’t take the extra bag.”
Kimberly S. Johnson: 303-954-1088 or kjohnson@denverpost.com
