I am not much of an animals person. I am never tempted to dig deep in the name of Save The Whales or the RSPCA. There are other charities out there I find more inspiring, though I recognise them as good causes. Extinction is sad. That was a terrible business, with the dodo. The last thing I want is to compound the misery of future generations by allowing other animals to follow in its footsteps. Especially where it is as a result of human activity, but even where species are struggling with no extra help from us it seems worthwhile to do what we can to preserve the diverse tapestry of earth’s offering.
When it comes to industrial Darwinism, however, I am less accommodating. And in the last 24 hours I have come across a specimen that is surely as ripe for extinction as any rare beast you could find at land or sea. It was American Airlines, and my first experience with that most blighted sector, the American airline, though to be fair this carrier has had less problems in the past than some of its rivals.
American Airlines is like a bat at some former stage of evolution, where its ultra-sonic hearing has not yet developed. It looks like a bat. It flies. But it spends its whole time crashing into bell-towers and getting lost. It is not worth saving this creature. Its more advantaged, recently mutated cousins have developed a wondrous new form of navigation. Hope for the species lies elsewhere.
Such, I propose, is the case with airline carriers.
My troubles with AA started when I boarded my connecting flight at Miami. I have problems sleeping on airplanes. My solution to this for overnight flights is to drink a few glasses of red wine, then one or two more, and that sends me to sleep nicely. At Miami I had set the ball in motion with a few glasses, I was set as I got on the plane: watch the first movie, eat the dinner and drink a couple more glasses, then nod off. Try to get to sleep early so I wake up in London time having had some shut-eye.
The problem was there was no alcohol being given out complimentary on the flight. It was $5, but I had used all my dollars up in Miami. I am a dollar bear, and I have no plans to return to the US any time soon, so it didn’t seem worth bringing them home. So I was out of luck, and any chance of sleep on the flight, was gone, though at this stage I wasn’t giving up.
I know this is an overreaction but there is a principle at stake here for those of us who travel in economy. Besides budget airlines, (which I have no problem with: they are short flights, great value and you know where you stand), I have never encountered an airline that wouldn’t give you a few glass of wine. BA, all the many European airlines I have used, as well as Qantas and Emirates, all give it out without fuss, especially on long-haul flights, in my experience. When I came back from Bermuda last year on BA I was given two bottles in the first instance, without asking (perhaps I looked in need) and then she came back 30 minutes later to offer me more. That’s what I call the world’s favourite airline.
AA is also a carrier that does not carry eye masks for those in need of assistance sleeping. It does not put out water or other drinks for those in need of refreshment well into the flight, another area in which it compares unfavourably to Emirates, Qantas, BA and other carriers I have travelled long flights with. Elsewhere there is often there are an array of biscuits, juices and sodas available complimentary. When I was forced to approach someone to ask for water I was given a small tub containing 120ml of water.
It just seems to me in such a competitive market, and with the troubles some of the industry’s big names have had, they could be doing more on the customer services side. This applies to all industries, including the hedge fund services firms I have been meeting in Cayman. It is recognised by many as an area on which they compete, and it is imperative to be strong in this area.
AA has turned its customer services attentions to instructions to passengers on what to do when they get off the plane, hedging the risk the signs in the airport are insufficiently clear. They have detailed maps of where to go to collect your bags so you can simulate your journey through the airport while still in the air, closing your eyes to ignore the clear signposting if you so wish. It’s a novel diversion for those not interested in looking out of the window during landing.
As with service providers, customers have to vote with their feet, and to be fair, despite my outrage, the plane last night was full. For my part I will be inclined to take my business elsewhere in future where possible.