OPINION:
As a professional speaker and financial consultant, I travel more than 60 times per year. My go-to airline is American Airlines, mostly because it has a hub in my home city of Philadelphia. The carrier does a good job. I mostly arrive safe and within a reasonable time frame, and I think that’s pretty much what we should expect in an airline.
Last week, American announced a new automated system that “instantly” flags those who try to jump the queue and board before their group has been called. I know this doesn’t sound like a big deal to some, but it is. With limited overhead space, people value getting on the plane as fast as possible. Many of us pay for the privilege.
But why stop at queue jumping? There are plenty of other ways that U.S. airlines can improve flying, particularly for business passengers like me.
Some suggestions:
Enforce a dress code. I’m not suggesting we go back to top hats and tails, but let’s have a minimum standard, communicate it clearly and enforce it. Some suggestions: Any clothing with profanity is not allowed. No sandals, shorts or tank tops. Hair should be tied up and kept out of other people’s seats, food and drinks. We Americans have a lot of extra flesh. It needs to be kept under control. And let’s agree: People’s feet are gross. Let’s cover it all up.
Banish outside food. Drinks are OK. Snacks are OK. But no hot food and nothing that comes in a plastic container unless it’s for a child. The last thing I need is to sit next to someone digging into chicken tikka masala on a three-hour flight. Yeah, that’s happened.
Scale back the drinks cart. Is it necessary to serve drinks on a flight that’s less than an hour long? Are people that thirsty? Does the guy next to me really need that hot cup of coffee, which could end up on my lap when we hit turbulence? Drinks on flights — particularly short flights — should be cut back for crew safety reasons.
Create seating rules. People who have the misfortune of having to squeeze into a middle seat should have priority over both armrests. This is an unwritten rule, and it’s the least we can do for those poor souls. But some don’t know the etiquette, so it should be explained. Passengers should also be allowed to lean their seats back, but only after receiving permission from the person sitting behind them. That person’s decision is final.
Require earbuds. A growing number of people insist on watching stuff on their phones with the volume turned up. For most of us, pointing out this new level of rudeness is awkward. There should be rules against it, and airline employees must be vigilant in their enforcement.
Assign a designated family section. No parent is happy when their child has a midflight tantrum, and most people are sympathetic. But it would be nice if the airlines cordoned off an area for families with young children to isolate the chaos. I’m thinking the back corner of the plane near a restroom. People sitting on the perimeter of this special section may be entitled to a fare discount, too.
Fill in the missing app gap. One popular feature in airline mobile apps is where a passenger can see the status of the incoming plane. But there’s an app gap. Sure, knowing that your incoming plane is on time or running late helps. But what about the incoming planes of the crew that will be working your flight? We need to see their status too.
Bring back crew evaluations. American used to give its status flyers the ability to evaluate — or at least submit a card praising crew members for their good work — and the crew would get rewards. Bring that back. Add that feature to the app. These people do a yeoman’s job, and the best should be recognized by customers. How can this not help staff morale and retain good talent?
Gate crews should up their game. I can confirm that American Airlines’ ground staff in Philadelphia is probably the worst of any airline in any city I’ve visited. This is also a popular take among my fellow travelers. I’m lucky that Philly is my final destination. But the poor souls (most of whom have connections) who have to sit and wait for gate attendants to come to their assigned place and do their jobs with reasonable urgency deserve our sympathy. Is it so hard to ensure a ground crew is ready when a plane arrives? Is it such a mystery that a plane has landed?
As a frequent flyer, I can happily report that I rarely see the kinds of fights, abuse, misbehavior and other incidents that the media love to report. And as Louis C.K. once said: “You’re flying! It’s amazing! Everybody on every plane should just constantly be going: ’Oh, my God! Wow!’ You’re flying! You’re sitting in a chair, in the sky!”
He’s right. And we should never forget that. But that doesn’t mean that the airlines can’t make the experience better. Cracking down on queue jumpers is a good start. But there’s more work to do.
• Gene Marks runs the Marks Group, a financial and technology consulting firm.
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