FlyerTalk Forums - View Single Post - [Speculation] If You Were Running AS, What Would You Change?
Old Feb 12, 2026 | 7:20 am
  #15  
Tide_from_PAE
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Join Date: Jun 2009
Location: SEA, PAE, BLI
Programs: WN A-List Preferred, AS, DL Kryptonium
Posts: 1,674
1. Allow the airport check-in machines to print paper boarding passes for free.
2. Train customer facing employees how to use the computer systems, not just go by whatever the iPad or reservation system overlay says without actually thinking about the situation. This was apparent 15-20 years ago when AS agents didn't know how to manually request award seats from partners, but DL agents, especially those at the PMNW "Iron Range" call center in Chisholm, MN, knew how to request their systems to do most anything.
3. Restore the credit card baggage fee waiver to where it was applicable to any AS flight regardless of payment method. It is annoying to have to explain that using a gift card or flight voucher, let alone traveling on business travel or booking via a third party, does not qualify one for a free bag. There are also cases where the system will not give those traveling on an AS-issued award ticket a free checked bag even when the ticket was paid for with the AS Visa.
4. Allow free seat selection on saver fares at T-24. Air Canada apparently allows this.
5. Figure out what to do at PAE to allow more connections to destinations not served nonstop and spread out the flights so three 737 flights aren't landing and taxing off at around the same time, which overloads the terminal and creates extremely long lines for the restrooms.
6. Allow more flexibility with co-terminals or flights on other airlines when IROPS messes up flights to cities served only 1-2 times a day. It's cool to be able to fly to YYZ/PIT/CLE/CMH/CVG/IND/DTW/CHS/RDU/AUS/SAT nonstop, but any flight delays or cancellations really mess up getting to/from those cities if AS isn't able to rebook onto AA/DL/UA and doesn't have any other flights to those cities. Other airlines will at least consider requests to consider rebooking the passenger into an airport up to 3 hours away at the passenger's request.

TL;DR:
7. Many FTers remember a time when AS was a much smaller airline which made up for its operational limitations by hiring friendly people who were empowered to use their best judgement when making things right for the customer (WN did this too, though it's often referred to as the Nordstrom or Costco approach to customer service). Yes, AS had its quirks like carpet on the bulkhead walls, prayer cards with first class meals, only serving Jones Soda on flights, customer service which was only open from 5:00 am-midnight Pacific, free beer and wine on all-coach flights, as well as brand ambassadors Clark and Lewis, Tim the Moose, Jenn, and Chester, but it really felt like you were flying the airline which embodied the spirit of Alaska, Washington, and other western states.
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