The Discomfort of Air Travel

Gary Leff is fired up.

One of the world’s top travel experts, he writes about travel in his Blog, View from the Wing.

Today’s post delves into a recent podcast with former American Airlines CEO Doug Parker on the topic of government subsidies in the wake of 9/11 and Pandemic. Leff accurately points out that American took $10 billion in subsidies and direct assistance during the Pandemic which is almost exactly the company’s market cap today.

He goes on to say that Parker is “the godfather of consolidation – fewer airlines, fewer choices – while cramming more people onto planes with less room. He led the race to the bottom – and when you stopped buying his tickets after 9/11 and the global pandemic, he made you pay for it anyway”.

Warren Buffett famously said "If a capitalist had been present at Kitty Hawk back in the early 1900s, he should have shot Orville Wright". 

Travelers may feel the same.

From crowded terminals, to baggage fees, to no leg room, the experience of flying a commercial liner has descended while the frustration has soared past a normal cruising altitude.

I used to be ignorant of this entire phenomenon. As a former Delta Diamond travleler, upon arriving at the airport, I’d sail through the Clear line, bypass the long screening queue, cut in front of everyone, kept my shoes on, and wisked my never-even-looked-at bag to the Lounge for free coffee and breakfast. Then, I’d board first into an upgraded Comfort Plus or Business Class seat and make small talk with the flight attendant who always knew my name and thanked me for my status.

This ain’t so bad!

But those were the salad days of my career, and I’ve re-entered civilian life where, when I’m actually traveling, I’ll wait in the long line at Starbucks with all the normies, board last and cram into middle seat 29B, just waiting for 28B to crash down into my lap.

The truth is this decline started slowly with the Deregulation Act of 1978, allowing airlines to set their own fares and routes. With a focus on lowering prices, the airlines began eliminating features such as warm meals, larger seats, and legroom. Checked bag fees at the turn of the century motivated travelers to carry-on luggage, causing boarding anxiety, making that process hectic and stressful.

Today, social media isn’t helping, with what seems like daily uploads of passenger arguments, fights, and overall poor behavior. Google “airline passenger goes mad on plane”.

Talk to any regular business traveler and they will surly vent about “regular folks” who do not know how to “travel”. While there is some truth to this, the reality is that air travel has steadily increased and is expected to break records in 2025. More travelers mean more bad travelers.

Experts have suggested that to make travel more enjoyable, airlines should look to industries that cater the customer in the hospitality space.

• Many travelers are doing just that, heading to a hotel for work or for fun. Modeling customer service in a welcoming and comfortable way, focusing service and comfort - in reality, not just in talking points on a pre-flight video - can improve the overall experience.

Others have suggested that airlines need to improve systems so that all employees act as a singular unit.

• From purchasing to check-in, gate attendants, baggage handlers, ending with in-flight service, to customers this is all one airline, but often times these employees do not interact, and seem to have different methods how they operate. Problems can happen elsewhere in the chain, but solutions need to be available at every step.

• Flight attendants, for example, need to be mindful that passengers have already interacted with their associates inside the airport. Maybe that experience wasn’t so great, which is carrying over to the flight. A lost bag, or missed connection can throw people off, which affects their experience. Passengers see every employee has one, but most airlines do not act in that manner.

Some of the best customer service experiences I’ve encountered have been with airlines. Yet, I too have seen the other wide of the spectrum. While airlines can always find ways to improve the user experience, passengers need to be better prepared - take their patience pills - and be prepared for a big unknown in travel.