Grounded: Hundreds of Northwest Flights Canceled
Americans Ranked the IRS Above Airlines in Customer Satisfaction
July 29, 2007 —
Hundreds of passengers experienced disruptions in their travel plans this weekend when Northwest Airlines canceled more than 200 flights.
During a summer season already filled with record delays and cancellations, the nation's fifth-largest carrier cited pilot absenteeism for the problems.
"It's kind of sad for us who are caught in the middle," said airline passenger Jordan Tompkins, "because we have no control over that, and their decisions are affecting a lot of people."
The pilots have said they were not playing hooky. They said their contract with Northwest limits their flying time to 90 hours per month and during this year's busy travel season their time sheets are maxed-out.
"I think the employer has to come to the party and recognize the hard work and stuff that the pilots doing," said airline passenger Kathy Favazza.
This weekend's cancellations happened despite efforts by Northwest earlier this month to thin out its schedule so pilots would have enough hours. The union said the airline simply needs more pilots.
The airline's troubles come as just another passenger headache this year: The Federal Aviation Administration said on-time performances in June were dismal. Last month had twice as many cancellations compared to the same time in 2006, the result of bad weather, more flights and an outdated air traffic control system.
"We have an air traffic control system that is at least 10 years behind where it needs to be," said Mike Boyd an airline analyst for the Boyd Group.
Despite the delays, the wait is getting more expensive with discount airlines raising their fares. Southwest Airlines increased its prices earlier this month and the larger airlines are doing the same.
"The airline sells the ticket, and the airline is responsible for at least treating the passenger with some dignity," Boyd said.
But many Americans said that is not occurring. In a May 2007 survey by the University of Michigan, Americans ranked the airlines below the Internal Revenue Service in customer satisfaction.
Experts said there are ways to minimize the chances of a flight cancellation or a delay. They suggest flying mid-week, when there is less traffic. Also, flying during the early morning and checking online bargains can decrease risks.