United Airlines’ quality has deteriorated so significantly in the past several years as to be shocking. I’m not talking about charging for food in coach class; that’s a reasonable step, in my view, and in fact the fresh food United offers in coach is well worth the cost.
The condition of the airplanes, however, is shabby. Starting with maintenance: On at least five trips this year in Boeing 777 aircraft, we’ve been held up for hours due to mechanical problems. That’s more in a few months than I can remember in all the other years combined on the aircraft, the maintenance of which has been outsourced to China.
Is this a coincidence? All I know is that United’s maintenance system seems to be deteriorating, and from what I hear about other U.S. airlines United isn’t alone in this. All of which makes me hope that federal inspectors are being extremely tough on the airlines (assuming the U.S. government actually cares about such things anymore, which I no longer take for granted).
Mechanical woes are not the only sign of lower standards. This morning, boarding a flight from Washington to San Francisco, passengers were greeted by an odor that can only be called rank. To be precise, it smelled a bit like the inside of a public toilet. The flight attendant shrugged apologetically when several people asked him about it, saying only, “We smelled it, too.” Gee, thanks.
United employees are not terribly friendly these days, either. It’s hard to blame them, given the outrageous way they’ve been treated by their management, which is lavishing massive salaries and stock deals on the top people and whacking away at the rank-and-file in every possible way. The shamelessness of the executives there is testament to a system that rewards greed and treats actual work as an afterthought.
All this contrasts with the European carriers, notably Lufthansa, that I’ve flown in the last year or so. Everything from service to cleanliness of the aircraft to the attitude of the employees is superior to what I’ve seen on U.S. airlines.
It would be wise in many ways for the U.S. to allow foreign carriers to enter the market in competitive ways, not the barely competitive assignments of routes that allows a bad system to get worse. Sure, there are plenty of other items that need fixing, especially the archaic air-traffic control system and the cartel-like fortress hubs that let airlines dominate city air travel with such plainly problematic results.
I’d pay a few more dollars per trip for cleaner and better-maintained planes, and to pay a living wage to human beings whose livelihoods have been chopped away for years. But the fact remains: the airlines compete solely on price, apparently because passengers are choosing solely on price.