This may be mostly a rant since it's inspired by a recent flying experience gone bad I had with Delta. What follows are some observations on how Delta and probably any other airline can benefit from better BCP (Business Continuity Planning), DRP (Disaster Recovery Planning), and Usability Testing.
The Situation:
On Sunday I was all set to fly from Portland back home to NYC with a connection in Atlanta. My flight from Portland was to leave at 12:48 PM Pacific and arrive at 8:05 PM Eastern in Atlanta. My Atlanta flight was to depart at 10:00 PM Eastern and get me into NYC just after midnight. Everyone boarded the plane and everything was progressing normally until we got out to the runway. We sat there for a little while until the pilot came over the radio and informed us that the plane was broken, probably due to a starter malfunction. We taxied back to the gate and were informed that they were asking other airlines if they happened to have the part on hand which could get us underway in about an hour. We waited for a little while until the captain came over the radio delivering more bad news. The part was unavailable in Portland so we'd have to wait for it to be flown up from LA getting us out of Portland around 5 PM and completely blowing my connection. Everyone was deplaned and that's where Delta's process fell apart.
Upon deplaning, everyone immediately got into line to speak with the gate agents. The agents were not prepared for this volume and the line really didn't move. After 30 minutes of waiting in line they started informing us over the gate PA system that there was no use waiting in line since all flights out of Portland were booked. Everyone continued to wait in line anyway. After about an hour and a half of waiting they announced that the plane had been fixed by a part from another airline and we were ready go. They started boarding the plane again. Once the plane was about 80% boarded they announced that they were mistaken and the plane was in fact still broken. We would now have to wait for that part from LA which would now take even longer so we wouldn't depart until just after 7 PM.
Everyone immediately jumped back into line to see if there were other flights to be taken or any other information to be gained. Of course there was nothing to be done and everyone waited until it was time to board the plane again. During that time we found out that Delta was now flying a completely different plane up from Cincinatti to take us into Atlanta. We boarded the plane and flew off to Atlanta with a promise that people with connections had all been booked on the earliest flight out and that we would have hotels to stay in.
Upon arriving in Atlanta at 3 AM Eastern the pilot informed us that we were at the gate right next to the terminal. We were also told that agents would be waiting at the gate to give us hotel vouchers and answer any questions like "where the hell is my luggage going to be?" After getting off the plane we were redirected to the agents back at the terminal. We also found the gate was on the wrong end of the concourse. We then had to walk the entire length of the concourse, walk to the terminal since it was so late the train wasn't running, and then walk the entire length of the terminal since the agents were on the opposite end. We then proceeded to wait in line again to get our vouchers and ask any questions.
Well we stayed in the hotel and caught a morning flight to LaGuardia. We arrived weary and thoroughly pissed at Delta. What went wrong and how could this be improved?
My Analysis:
I understand that you can't predict when a mechanical failure will occur, but what you can do is set how you will deal with such a problem. Another thing is that mechanical failures are as certain as death and taxes, so plan accordingly. Enter BCP and DRP.
My first problem was with the gate service in Portland after deplaning. Why was everyone in line? Atlanta is a very large hub for Delta so I'd say about 75% of the people flying had connections. Everyone needed to know if they'd make their connection and if not, what could be done. The same can be applied to the second time waiting in line. Both of these scenarios could have been anticipated and planned for. Here’s a simple idea to streamline the process. When you check into a Delta flight at the terminal you may notice that they have a bank of phones next to the check in counter. If you pick one of those up it immediately connects you with someone who can change or check reservations. Why not put a bank of those near the gates as well? That way your angry deplaned customers can take advantage of the speed of your call center as opposed to overwhelming your gate agents.
Note: If this should happen to you, pick up your cell phone and call the reservation desk yourself while in line. You'll probably be helped much quicker than by the gate agents.
My second problem was with our treatment on arriving in Atlanta. Why were we told that we were at the closest gate to the terminal when that was in fact not true? Why were we told that agents just outside the gate would help us when that was in fact not true? Misinforming tired pissed off customers who have to stay overnight in Atlanta is no way to improve their mood. Again we have things that can be anticipated and planned for. None of the other gates had planes at them so put us at the closest gate possible. The Delta ticket counters run the entire length of the terminal so put the agents at the counters closest to where your passengers will be coming from. I call this my Usability Testing for airlines. Make that walk at 3 AM after a six hour delay and you’ll quickly realize what needs to be changed. This is a variation on paving the cowpath.
My third problem was with waiting in line to get travel vouchers, information about morning flights and how to reconnect with our luggage. It's 3 AM and we're in no mood to wait in line. Get us to the hotel as quickly as possible so we can sleep. We were just on your plane for 4 hours and 15 minutes! You had a captive audience! During that time the flight crew could have talked to every passenger to answer questions and hand out hotel vouchers to those that needed them.
Somehow I find that whenever something like this happens, the airline is completely unprepared. The situation is almost always handled in an amateurish fashion and as though it were the first time an unplanned event has occurred. This is a surprise to me since I would think that airlines would be the foremost experts on BCP and DRP. Maybe I’m just a little too critical. At least they were able to get us put up in hotels and on flights the next day…
I have two words for you: F*ck Delta. Don't even get me started on those bastards. To sum it up. Lost my luggage both outgoing and incoming, missed my connection first time due to plane not calculating enough fuel and making an "emergency landing" in Tulsa for refueling. Missed my connection the second time due to overbooking even though I had a FULL FARE MOTHERF*CKING TICKET and was nevertheless put on the standby list...
Never flying with those bastards again.
Posted by: Basil | September 01, 2005 at 05:53 PM
Basil, you make me laugh even 3,000 miles away! Yes F*&$ DELTA! Paul forgot to mention that we were told on the phone that they would give us flight vouchers but as the lovely (read evil and not so bright) lady at the counter in ATL informed us "I dont know no nothing bout that" SO now we just hate them and have nothing to compensate! ARGGH! bastard people! smooches!
Lindsey
Posted by: LJ | September 10, 2005 at 08:19 PM