Like many people in the technology industry, I travel quite a bit, including those coast-to-coast flights, the leg that was easy to book direct, often reasonably priced, fairly painless, and rarely overbooked and …. You get the idea.
We all know that United has had a lot of financial issues, although I understand that things are now improving. And we all know that when a company is in trouble, salaries are cut and there are often unhappy endings.
Unless you are a platinum flyer (and even then), flying with United has been on par with low budget puddle jumpers I took in SE Asia more than ten years ago. Despite the inefficiencies and lost baggage, at least you got an occasional smile.
Each flight seems to be getting worse, so much so that it makes you wonder what is really going on behind closed doors. Lately, the party line is no longer holding up. For example, on a recent United flight to Washington, they stuck me in a middle seat in the last row, a place I haven’t been forced to in at least ten years. While I’m not platinum, I’m close, yet loyalty, miles and frequent travel seems to no longer matter.
Knowing that the flight was not full, I challenged the attendant, who informed me it was my only option. If you’re like me, you look forward to long legs for uninterrupted productivity window sans phone calls and incoming email. On the last cross country flight, I sent 138 off-line personalized emails which were ready to go the moment I connected. Working on a laptop in the last row middle is catastrophic when you need to be productive and I’m a 5’5 size four female – god help a large or even average sized man. Travel was never this painful.
In my business (and heads of sales will also understand this….), accepting status quo or taking no for an answer just doesn’t work, so of course, I had to question the “this is my only option response.” Life teaches us when we pay attention, that there always other options – so much is born in the moment of decision, is it not?
I quickly learn that there were other seats and was immediately moved up by at least ten rows, and to an aisle. It is evident to me as a long-time United customer, that their employees just ‘don’t care’ anymore. The agent who moved my seat looked at me with a kind but worn smile and said, “Morale is really low here, don’t expect people to be nice to you. We’re getting paid less and expected to do more.”
Sadly, isn’t this the way life is for many – at least the long run. If you have children, you’ll know this. You do more and get less. Something of value to you must come back eventually or your ability to give dries up and everything in your essence says no, no more, fuck you. It’s the way we’re designed. Thankfully with children, unconditional love takes over and this is rarely an issue for most.
I understand low morale and have gone through it on more than one occasion personally, but egads, if you wake up every day and regardless of your situation, choose angry over peace, what’s the point?
I was lucky to get a direct American flight back from JFK and the experience was as I had remembered. Un-cattle like. Have I been traveling that much? American isn’t perfect but at least you get a smile. We talked about this for at least an hour – me and four airlines employees.
I can’t help but write a lot about service lately. Am I the only one who is appalled. I think not, but certainly don’t read enough about declining standards. We must change the perception and reality of sinking American service. It is prevalent, not just in airlines industry but among many services, from a cab ride to the daily coffee counter.
I sit happily on an airplane with space to write, peace to create and a screen that is showing a short Honeymooners clip. Alice is wearing a polka dot dress, tightly spread across the chest, dressed with a vintage black belt, two gold buttons, and an oversized large black bow tie that you want to tear off. But you wouldn’t think of it, since she has this simple but lovely bun in her hair that reminds you of your grandmother. She’s funny, witty and puts up with endearing Ralph who has engaged the American public for decades.
When Alice walks off the screen, my iPod echoes a rendition of something I played on the piano twenty years ago (a sort of melodramatic classical tune revamped for a movie). Time stops for a moment. Maybe two.
Space to write, peace to create, a warm smile, ah yes, a warm smile.
Renee Blodgett is the founder of We Blog the World. The site combines the magic of an online culture and travel magazine with a global blog network and has contributors from every continent in the world. Having lived in 10 countries and explored nearly 80, she is an avid traveler, and a lover, observer and participant in cultural diversity.
She is also the CEO and founder of Magic Sauce Media, a new media services consultancy focused on viral marketing, social media, branding, events and PR. For over 20 years, she has helped companies from 12 countries get traction in the market. Known for her global and organic approach to product and corporate launches, Renee practices what she pitches and as an active user of social media, she helps clients navigate digital waters from around the world. Renee has been blogging for over 16 years and regularly writes on her personal blog Down the Avenue, Huffington Post, BlogHer, We Blog the World and other sites. She was ranked #12 Social Media Influencer by Forbes Magazine and is listed as a new media influencer and game changer on various sites and books on the new media revolution. In 2013, she was listed as the 6th most influential woman in social media by Forbes Magazine on a Top 20 List.
Her passion for art, storytelling and photography led to the launch of Magic Sauce Photography, which is a visual extension of her writing, the result of which has led to producing six photo books: Galapagos Islands, London, South Africa, Rome, Urbanization and Ecuador.
Renee is also the co-founder of Traveling Geeks, an initiative that brings entrepreneurs, thought leaders, bloggers, creators, curators and influencers to other countries to share and learn from peers, governments, corporations, and the general public in order to educate, share, evaluate, and promote innovative technologies.
