nsx
Jul 19, 04, 10:02 pm
SCOTT MCCARTNEY
Staff Reporter of THE WALL STREET JOURNAL
What's the cost of bad feelings?
In the airline industry, it's huge. And that's something airlines should consider when they assess the many extra fees they tack on to tickets. Some charge $100 to change a ticket; some do it for free. Some charge for heavier baggage; some don't. Some charge fees for flying unaccompanied 14-year-olds, and some don't.
Those that do charge hack off customers, and the evidence came in response to last week's column about unaccompanied-minor fees. It's hard to believe that in a full accounting, the charges would offset the revenue lost to nit-picking airlines when travelers go elsewhere for future purchases.
Actually, it's not just customers who hate the aggravating charges. Even some airline employees don't like airlines charging "babysitting fees." (As always, some letters have been edited.)
Kerrie Kennedy: "As a 20-year American Airlines flight attendant, I'd like to let you know exactly how much extra money American gives us for the care of unaccompanied minors on our flights: zero. That's right, we get nothing and American pockets all of it. Now, I haven't heard too many flight attendants complain about having that extra job -- even though they're usually overworked and understaffed as it is -- but what really infuriates me (and I'm sure others who read your column) is that [American spokesman] Tim Wagner would have the absolute gall to say that the fees 'help mitigate some of the costs.' What costs? By costs, it sounds like Wagner is trying to imply that American is actually paying someone to do the babysitting. Let me tell you, I'm right with you when you say that the big airlines don't care about their passengers. They don't care about their employees either."
(snip)
Donna Potter: "The big airlines just don't get it, and I'm glad you're helping point that out. We live near Washington Dulles airport, but we will drive to Baltimore to put our daughter on a Southwest flight to see both sets of grandparents: Especially on the shorter flights, the fee on the big airlines can run more than the cost of the ticket. Southwest will give her a good price on the ticket, charge no fees, make the process hassle-free and take excellent care of her. She loves that airline and likes flying with them -- they are nice to her and appreciate her business. It's worth the extra hour to drive up there."
(snip)
Several readers asked my opinion on how old a child should be before traveling alone. As a parent, my answer is that parents know best when their child is ready for the responsibility. Does the child get around school and neighborhood independently? Is the child going to be attentive and follow signs and directions, or wander off? And is the child familiar with how air travel works? You have to measure, too, what steps the airline takes. I'd trust younger kids to Southwest because they pin big tags on them, seat them at the front of the plane and keep track of them. On other airlines, procedures are not so clear.
(snip)
Staff Reporter of THE WALL STREET JOURNAL
What's the cost of bad feelings?
In the airline industry, it's huge. And that's something airlines should consider when they assess the many extra fees they tack on to tickets. Some charge $100 to change a ticket; some do it for free. Some charge for heavier baggage; some don't. Some charge fees for flying unaccompanied 14-year-olds, and some don't.
Those that do charge hack off customers, and the evidence came in response to last week's column about unaccompanied-minor fees. It's hard to believe that in a full accounting, the charges would offset the revenue lost to nit-picking airlines when travelers go elsewhere for future purchases.
Actually, it's not just customers who hate the aggravating charges. Even some airline employees don't like airlines charging "babysitting fees." (As always, some letters have been edited.)
Kerrie Kennedy: "As a 20-year American Airlines flight attendant, I'd like to let you know exactly how much extra money American gives us for the care of unaccompanied minors on our flights: zero. That's right, we get nothing and American pockets all of it. Now, I haven't heard too many flight attendants complain about having that extra job -- even though they're usually overworked and understaffed as it is -- but what really infuriates me (and I'm sure others who read your column) is that [American spokesman] Tim Wagner would have the absolute gall to say that the fees 'help mitigate some of the costs.' What costs? By costs, it sounds like Wagner is trying to imply that American is actually paying someone to do the babysitting. Let me tell you, I'm right with you when you say that the big airlines don't care about their passengers. They don't care about their employees either."
(snip)
Donna Potter: "The big airlines just don't get it, and I'm glad you're helping point that out. We live near Washington Dulles airport, but we will drive to Baltimore to put our daughter on a Southwest flight to see both sets of grandparents: Especially on the shorter flights, the fee on the big airlines can run more than the cost of the ticket. Southwest will give her a good price on the ticket, charge no fees, make the process hassle-free and take excellent care of her. She loves that airline and likes flying with them -- they are nice to her and appreciate her business. It's worth the extra hour to drive up there."
(snip)
Several readers asked my opinion on how old a child should be before traveling alone. As a parent, my answer is that parents know best when their child is ready for the responsibility. Does the child get around school and neighborhood independently? Is the child going to be attentive and follow signs and directions, or wander off? And is the child familiar with how air travel works? You have to measure, too, what steps the airline takes. I'd trust younger kids to Southwest because they pin big tags on them, seat them at the front of the plane and keep track of them. On other airlines, procedures are not so clear.
(snip)