Here The Airlines Go Again!

Who actually looks forward to flying on any of our domestic carriers these days? Almost everyone I know views them as simply getting from Point A to Point B. Do you or your clients compare amenities or other aspects of the airline or aircraft, or do you simply pay the lowest fare possible? Most of my customers go for quality, even if they have to pay more.

When something is truly a commodity, as these domestic airlines have become, the Internet is their focus -- not service or distribution partners like us. They use it as a way to hawk the lowest price, which results in customers truly getting what they paid for -- a way to get where they need to go, either for business or pleasure, and with a few added fees along the way, no service and no amentities. In this economy it is ludecrist.

Most (but not all) airlines have basically become the equivalent of the public bus system in the sky. which is why Southwest has been so successful, but they did add something for the frequent travelers and loyal customers, and that meant the world to people. The airline was no longer the bus in the sky, but offered more, service and recognition.

As a travel agent, I actually have a choice, I can choose to sell, or not sell, airline tickets. If I decide that it’s a service I need to provide my clients, then I make sure I only sell those airlines that I feel deliver for the customer. And will work with me in case of a crises.

For instance, when customers fly long-haul routes they are willing to pay for better service, better seats, etc. Lufthansa, Singapore airlines, South African Airways, EVA Airways and Swiss to name a few, are the best out there. Given a choice, I’d choose them time and again for my customers. They provide quality service, and don't dare "penny anny" there loyal followers.

One of the most interesting developments in the last five to 10 years has been the growth of the cruise industry and, in particular, the growth of homeport cruising. The vast majority of the population of the United States is less than a three-hour car ride from a cruise ship. I don’t have to tell you why this has become so popular, based on what I’ve already outlined. How many passengers has this aspect of cruising taken out of the airline industry? Despite the economy and loss of jobs, people are traveling and there choices are based on service, price and quality. Cruises are reasonable and take the sting out of traveling.

It’s the customer who will decide how they want to purchase their travel, not the airlines, travel agents or other suppliers. I’ll repeat: It is the customer. There are times when this fact seems to get lost. I Focus on the areas where I can gain the greatest success -- namely my customers and prospects, for they will truly dictate the future, not Airlines. Ironically, those same customers will also dictate the future of travel. The next phase is up to the public. Many people don't want to depend on the internet they want a human who will help them if needed and guide them with decisions. Can you envision using the internet to diagnose your health? I can't! So why travel that way.

The internet is and informational source, not the be all and end all of creating a vacation or purchasing and airline ticket.

I will leave you with the following statement that has been stressed to me by my co-owners: As things continue to flounder out in the world of finance, banking and travel, it’s best to “stick to what you know.” What do we know? The Airlines actually made a profit before 911 and have forgotten that it was the travel agents who got them there. The 911 mentallity for cutting costs is old news. Focus back on service and the customer.

If you focus on your client, you’ll succeed regardless of what the airlines or anyone else does for that matter. You control your own destiny.

Enjoy the day everyone!

Softone