Travel woes are a long time fave on this site and today is no exception.
This morning, Tom Raftery and I shared a ride from Vienna to Palma de Mallorca with Air Berlin aka FlyNiki.
We checked in at the same time, at adjacent check in desks and with the same kinds of baggage. Both of us had one rollalong and one backpack. I was asked about checking baggage as was Tom. I showed what I had as did Tom. I was waved on with both bags. Tom was told in no uncertain terms he had to check at least one bag. At first the argument was about weight. I heard Tom say: “I weigh 75 kg, look at this fecker.” (pointing towards me – and admittedly I weigh somewhat more.) Then Tom was told that if his bag fell on anyone then it might cause them harm. Sure – but then my Apple power cord makes a darned good strangulation device in the wrong hands. Tom was then told he could not take two bags into the main cabin. Harrumph – so that’s the EasyJet/RyanAir (ripoff) argument.
Despite Tom’s logical protestations, there was no way he was going to win the argument and was asked to resolve with the Air Berlin or is it Fly Niki(?) staff. No joy. He tried finagling the system by collapsing his backpack into his rollalong to magically turn two into one. But no – Air Berlin was waiting for him at the boarding gate – insisting on weighing people’s carry on (note: excluding backpacks.) In trying to meet Air Berlin’s in individually imposed terms, Tom had transgressed the weight rule and was left in the embarrassing position of having to disgorge contents from his rollalong (hmmm…nice shirts…) while others stepped around him. It was demeaning and totally un-necessary given the flight was barely half full.
There’s a reason people like Tom and I travel the way we do. Too often baggage gets lost. For the occasional traveler that’s a relatively minor inconvenience but for folk like Tom and I where we are traveling a lot, it’s a major source of problem. In this case, the transfer time for both of use was sub one hour. Given we’re talking Spanish baggage handlers (who are a law unto themselves at the best of times), there was no guarantee that Tom’s rollalong would make the connecting flight.
Are we being overly picky? I think not. Travel logistics are messed up at the best of times. That’s why many of my colleagues try book our own flights in the certain knowledge of what we’re doing. How bad is it?
Tom was understandably annoyed. Why should two different passengers standing side by side be treated differently at pretty much the same time. There is no logic to that treatment. For goodness sake, Tom’s more amiable than I and that at least should have counted in his favour. And this for a company that has as its watchword: ‘The passenger comes first.’ If you take Tom’s experience at face value that’s clearly a terminological inexactitude.
The upshot? See this Tweet:
@DT You think there is a market for an airline which differentiates itself by actually giving a crap about it’s passengers?
The airlines are out of control. The way many of them treat passengers is little better than cattle going to the slaughterhouse. Prices are trending down and it is understandable they’d like to make some sort of profit. But do they have to treat passengers in such a cynical fashion? The idea of low cost airlines is terrific. As consumers we all want something that’s low cost. But when that comes with a nickel and dime attitude to anything beyond the seat then it becomes a farce.
The one/two times a year passenger might make up the flying volume upon which the low cost airlines depend but it is the frequent flyer like Tom and I who understand the inconveniences and annoying bad habits of these companies. We’re the ones who will continue to call them out, however lamely, until things change in favor of the most basic customer service. It’s not that much to ask.
Upshot 2: Tom handed back his Air Berlin frequent flyer card, telling them to stick it where the sun doesn’t shine. Do you blame him? I don’t.
Upshot 3: thankfully, Tom’s checked bag arrived in Sevilla.
Upshot 4: to use an Irishism – I’m tempted to call’ ‘feckers’ on Air Berlin/FlyNiki – but then this is a family friendly site…mostly.
