Flying is no longer an experience; it’s just plain transportation. Maybe the airlines are thinking, “What the heck, the spark in this flying thing is gone? Let’s have some fun with it while we can.”
It has been said that out of chaos comes progress. I don’t see it happening. There are occasions where chaos only breeds more chaos. Managers are taking the fun out of dysfunctional. The longer we are exposed to poor service, the more likely we are to accept it as the new norm and the paradigm shifts. Have you ever walked into a room that stunk, but after you had been in there for a while, you didn’t notice the stink anymore? Same principle. What do you do? When you receive bad service, you say
something about it. It might fall on deaf ears and nothing might change, but you at least have expressed your opinion. One person can make a difference. You have to be persistent. I still am confronted with those
magic moments once in a while. On a two-hour flight in coach on Continental Airlines just prior to the merger, the flight attendant asked if I wanted a sandwich. I was kind of hungry and reluctantly said, “yes,” wondering if I had to take out a second mortgage for this sandwich. I asked her how much I owed as I reached for my wallet. “There’s no charge, it’s free,” said the flight attendant. Free? You’re kidding. I met my magic moment — but sadly, it’s gone now.
Patrick Kinane is an FAA-certificated A&P with IA and commercial pilot with instrument rating. He has more than 50 years
of experience in aviation maintenance. He is an ASQ senior member with quality auditor and quality systems/ organizational excellence manager certifications. He is an RABQSA- certified AS9100 and AS9110 aerospace industry experienced auditor and ISO9001 business improvement/ quality management systems auditor. He earned a bachelor of science degree in aviation maintenance management, a master’s of science degree in education, and a Ph.D. in organizational psychology.
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