Chris Manno is an airline pilot/blogger whose posts I’ve always found to be informative. Here is his take on the United P/R fiasco
I’ve been a captain at the world’s largest airline for over 25 years now, which is why this involuntary deplaning of a United Express passenger is both sad business and not at all surprising. Here’s why.
First, passenger service has become, for airline management, an irrational but deliberate choke point in the airline flight operations. And here’s the death blow to passenger service: at the gate, in the heat of the departure time battle, the airlines field their lowest paid, least experienced workers and impose the highest, most rigid standards–close the aircraft door, dispatch the revenue unit.
They arm these hapless, stressed-out workers little or no authority–just do what you’re told. Typically, the worst circumstances exist “after hours,” meaning after 5pm when airport and airline managers are gone for the day.
Then hourly, often contract workers are left with little authority, no flexibility (SOMEONE would deplane…
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