Adios eos
Dick Evans and I would often talk about this and frankly, I can’t believe that eos Airlines made it as long as they did. I could never understand why frequent business travelers would pass on airlines like BA, Lufthansa, Air France and others in place of eos, Maxjet, Silverjet and L’Avion. I could not comprehend why a business class passenger would take their $6,000 ticket price and turn it over to an airline that did not offer connectivity to other destinations in Europe and the world.I thought that the network, the maintenance, the frequent flyer program and alliances would never allow these carriers to make it. I was wrong, for in the end, travelers did flock to these airlines, but it was the high price of fuel that did them in.
I flew eos just a few months ago - the service was great, the seat was very comfortable and the food was very good too. We were escorted through JFK security with an eos employee and we were chatting about how Maxjet had left employees, flight attendants and passengers stranded in the UK when they went belly up this past Christmas Eve.
Now that BA is entering the game with an all business class flight, will there be a need for these carriers? One wonders. It is difficult times out there for airlines, losses are staggering and the only answer seems to be to pass this cost onto the customer.
We all have been paying more at the pump, $45 to $50++ to fill the tank - costs have not remained constant for driving, shipping and other industries. It seems that the only way we are going to see improved airlines and service is for realistic pricing or surcharges.
-Fran Gallagher, publisher and CEO
April 29th, 2008 at 5:41 am
Why would travellers pass on BA, Lufthansa, and Air France? Are you serious? Where do I begin? If you are happy paying over-inflated fares subsidising the self-loading freight down the back of the aircraft; if you are happy to put up with today’s ridiculously tedious airport experience; if you are happy to stand in long lines at the ‘fast bag drop;’ if you are happy to worry about the threat of a cavity-search from third-world-like security; if you are happy to be looked down upon by some grumpy old hag who would be much happier if the plane was empty rather than full and who thinks anything you ask for is just an inconvenience; if you are happy to be treated totally impersonally when the airline messes up (a la the recent farcical productions put on by American Airlines and British Airways) then go ahead, fill your boots, and fly with these legacy carriers. You, like most of their astonishingly brand-loyal following, must have very low expectations of the service industry.
Personally, I’ve flown on Silverjet several times now and find their dedication to reintroducing customer service back into the flying experience extremely refreshing. Greeted by staff who smile I am never made to wait two hours in a shopping mall before boarding. Believe me when I say I have tested their claim of 30 minute check-in (not through choice!) and I can tell you it works like a dream. With dedicated security channels I am never left sweating in a long line with the great unwashed panicking whether I would make it to the gate on time. Onboard, the cabin is relaxed and peaceful and the food and quality of service is superb. The cabin crew seem to genuinely want to help and appear to take pride in what they do. They seem to have unpicked today’s general flying experience and put it together again from the ground up with the emphasis clearly being on the comfort and convenience of their customers. That’s a claim that could hardly be made by any of the carriers you mention. I chose to fly with these guys because they treat me as a human being, as important to them, and what’s more, I can enjoy this type of treatment for less than half the fare I would be charged with traditional airlines. Even when they mess up (and they do – they have a very small fleet, and aircraft do suffer from problems) they seem hell-bent on making it up to the affected travellers. During the delay I experienced I received an SMS alert in advance that allowed me to spend longer in the office, a personalised apology from a senior executive, and a sympathetic welcome when I did arrive with offers to help with my onward travel arrangements that had been impacted by the delay. Have you experienced anything similar from the airlines you mention? I doubt it! It is true that these start-up guys are having a tough time, and sadly, as long as travellers like you continue to patronise the dinosaurs you mention, despite the appalling service you receive, they will continue to find trading tough. I just hope that those of us with greater expectations and greater self-respect give them the chance they deserve. Personally, I am more than willing to give them my custom, and my wife happily finds many other uses for the $4,000 I save on each ticket!
May 1st, 2008 at 10:35 am
I don’t think you should compare BA and Lufthansa’s economy class to Silverjet’s business class “J” rate. Entering security in premium class is different then economy class. The “$4,000 you save” on these discount carriers seems to be the difference between making it financially and not. So as you pocket the $4,000, just be prepared to pay it in the UK when you come to the airport and find the airline is no longer flying. This is what happened to the passengers of eos and Maxjet—and their flight crew as well. I don’t think that is a particularly fun experience.
Check out the cover article of USA Today (5/1/08) and also eFlyer (GT html newsletter). People cannot think that excessively discounted rates are the way to go and make for a healthy traveling/airline experience.
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