The United Airlines debacle at O'Hare last week underscored how much people really hate airlines:
The severity of the situation really dawned on me last Thursday as I sat in an interview with a local Fox reporter. We started talking about the Chicago Aviation Police, and that’s when it hit me. Over the last few years, police violence has been a hot-button issue. It has spawned the Black Lives Matter movement, and it has polarized people around the country. And here was a textbook example of what people have been rallying against… a defenseless, older minority was dragged off an airplane by the police, and he was severely injured (though not killed, fortunately) in the process. You would have thought this would have ignited another round of vitriol aimed at the police, but no. Everyone blamed United. The Chicago Aviation Police even suspended officers over this, but nobody seems to care. It’s all about United, and that really says a great deal about just how much people hate airlines.
And unfortunately, there is no quick fix:
Can they do that? Well they’re trying. Flush with reasonable profits instead of the razor-thin margins (often negative) they’ve lived off of for years, airlines in the US are investing in their products. It’s now fairly normal to get free video content and free snacks when those were far from the norm just a couple years ago. And this stability also makes it a better work environment for employees. That should result in better service.
But while airlines have started to improve, they’ve also introduced product changes people instantly dislike, including Basic Economy and the decision to add more seats to airplanes. There may be rational justification for these moves, but they don’t play well publicly. Two steps forward, one step back. Or maybe it’s one step forward and two steps back. Either way, any improvement is met by the public with skepticism as people wait for the next axe to fall.
I wonder if people faced similar problems booking passage on sailing ships 200 years ago?