Michael Schneider, CEO of Fluidesign, Fluidata and Nesting

I recently flew down to a buddy’s wedding in Manaus, Brazil. There were two ways to get there – LA – Panama – Manaus on Copa or LA – Atlanta – Manaus on Delta. Having had questionable experiences with delayed baggage in the past, I opt’d for the American airline.

Getting down there was pretty effortless, although I was surprised that Delta flies 737’s from Atlanta – Manaus – smaller than the 757’s it flies from LA – Atlanta. Half the wedding was on my flight down, and we had a good time.

The way back was a different story. We took off the day after the Detroit terrorist scare –which obviously is not Delta’s fault. The rest of it, is.

The plane was completely full – more than half the wedding was on the flight. Everyone was going everywhere after the wedding – I was headed to Miami (via Atlanta) along with a friend on the same flight. Others were going back to LA, to cruises, to New York, etc.

Shortly before take off they come on the PA and tell us that we “may have to stop off in Orlando to get more fuel.” I travel a ton, and I’ve NEVER had an airline, domestic or international, “possibly” have to stop off before our final destination and refuel.

The plane wasn’t happy. But what could we do. We’re just passengers sitting in the back. And safety, of course, is #1.

Then the doozy. The plane is getting ready to charge the runway and the pilot comes on:

“Folks, we’re getting ready to take off. We had to remove some of your bags because the plane was full… sorry about that, hope it doesn’t inconvenience you too much… have a great flight!”

He said it so cavalier that we all looked at each other and thought he must be joking.

At 5am in Atlanta, we found out he wasn’t. Twenty of us didn’t get our bags, including me, my friend who was going to Miami with me, and another friend who was going on a cruise that day. We were told we had to wait until we got to our final destination to file a complaint.

The situation was more complex than it seemed. Delta only flies Manaus – Atlanta three times a week. We left on Sunday and arrived on Monday. They didn’t fly again until Thursday, arriving Friday. I hoped that someone at Delta preempted the situation and rerouted the bag on another airline which flies every day from Manaus – Miami direct.

In Miami, they couldn’t give me much information other than tell me it had been “expedited.” I asked if that meant it was on the Manaus – Miami flight that left that day. They had no idea. I asked if I called later (after the time that flight left Manaus) if they could confirm it’s on that flight. They couldn’t confirm a thing until it “showed up in their hands.” Have they ever heard of a bar code or scanner?

We went to the hotel in Miami after dropping $20 on basics – toothpaste, tooth brush, etc. It wasn’t the money that bothered me – it was Delta’s policy of not giving you anything within the first 24 hours. I guess you can just not brush your teeth or wear deodorant if you are on a budget?

Tuesday we call asking if our bags have arrived. We’re told that my bag has, and only one of my friend’s has – and that they’re out for delivery “soon.” We wait until past midnight that day before going out – the second night in a row – in the same clothes.

More frustrating than not having our stuff is the lack of information – when did the bag get to Miami, when will it be delivered, and are they all together? I asked Delta for the phone number of the delivery service. The agent tells me he’s not allowed to give it out to customers. I asked him if he’s joking. He hangs up on me – I guess he wasn’t. I did get the name of the service out of him, and thanks to Google I find a phone number for the company – they tell me they are very “backed up” and the bags will be delivered within another 24 hours… what!?

Wednesday morning around 5am we get two out of three. I’m amazed that after purposely taking luggage off the flight and rerouting it “expedited” that somehow the three bags get separated. My friend calls the airline and they tell him that it will be delivered “soon” – he then calls the delivery company who tells him that his bag hasn’t been picked up yet – but that it’s been sitting at Miami airport since Monday night and he could pick it up if he wants. He goes and finally gets his bag.

Friday afternoon comes around – time to leave Miami. Delta, in their neverending compassion and generosity for our situation – has authorized $50 each for our trouble. I ask them the easiest way to get my money. They tell me to go to the baggage office at the airport, show my receipts, and I’ll get cash. Easy enough.

I get to the airport early, check in for my flight back to LA (on American this time), and then walk to the other side of the airport to Delta’s baggage service office. I present my receipts and a confused rep tells me I need to call the 800 #. I explain that is the very # that told me to come to her – so she hands me a “lost luggage form” – I explain that my bags were delayed, not lost – at which point she tells me she really can’t help me and I just have to call. I leave, exasperated, and the agent on the phone explains to me that they don’t give cash out at the airport, and haven’t for “years” – seriously? Delta, get your shit together. I’m still waiting for my check.

Shit happens. Airlines lose bags or have delays. Fine. But if you can’t fly a plane big enough to take a full load from one destination to another, with all their bags, and without making an unscheduled fuel stop, then you shouldn’t be flying that route.

I fly a ton – and I’ve seriously never had such a neglectful experience with an airline that purposely delayed my bag – and made the experience in getting it back miserable. So – beware of Delta’s international reach – the destination may be on the map, but if it’s a full load, your luggage may not arrive with you – and you might have an unscheduled stop to get more fuel – and hopefully pretzels.

I fly over 100,000 miles a year with American Airlines. I often choose them with the promise of “free” Executive Platinum upgrades, priority seating and boarding, and priority baggage handling. I’ve been a pretty loyal customer, flying them to places like New York and Miami, where Virgin America also flies – and offers an incredibly better experience.

I’m writing this flying back to LA from Nashville. I was upgraded to First Class for free (one of the few times I actually got to use that benefit) but the person I’m traveling with was flying coach. When I checked in, I asked if we could fly together. The agent checked my balance of “500 mile upgrades” and told me that he would be first on the list if there was an open seat – and that there was still one unsold seat. Great.

Twenty minutes before the flight, we find out that he’s confirmed for first class. Cool - we get to sit together.

At the gate they tell us a different story. Because he was flying on mileage, my upgrades didn’t work. I asked if I could upgrade him using mileage. I was told I would have to call AA, pay to redeposit the ticket, and then get it reissued, and with fifteen minutes till take off, I didn’t have time. I argued that first class had an empty seat anyway – that I’m one of their best customers – that I was willing to use my upgrades or pay more miles… didn’t matter.

This post isn’t just about an absurd policy – you can use your 500 mile upgrades to upgrade ANY purchased fare (ie. their cheapest fares are OK) but you can’t do the same if you use mileage to get the base ticket. And it’s not about not letting us sit together even though first class had empty seats.

Why is aviation one of the few businesses where your best customers don’t really matter? If a top Mobile Roadie client ever called me and asked for something within reason – and against our normal policy – I would do it in a second, no questions asked.

Somehow, we’ve become used to this. We’ve become used to mediocre service, and it not mattering, no matter how loyal we are to a brand or service. The agents at the gate – who told me they agreed with my logic – said they were just following policy. Which I’m sure they were. But that doesn’t mean the policy is correct.

I’m now in coach (so I can sit with my friend) staring at an old CRT screen glued to the ceiling. I bought a $10 chicken “sandwich” that reminded me why I never go to Boston Market, and $2 headphones that sound like tin with my iPod. I just got yelled at by a flight attendant for “stealing” bottled water. There was a huge pack of bottled water near the lavatories. I went up and helped myself to one. Walking back, the agent stopped me and told me that I “couldn’t just take that.” I apologized and told her that on other airlines they have bottled water at the back that you can just take. She told me that if an airline did that, she wanted to fly on them. I told her Virgin America does that on every flight. Defeated, she gently took the water out of my hand and told me that if “I wanted water she’d bring me a cup” – I’m still waiting 45 min later.

Something needs to change. Usually, the customer that spends the most amount of money with a company has leverage, is treated better than others, and allowed to bend The Rules as part of that loyalty bonus.

American has to realize that giving up guaranteed WiFi, good food, clean planes, and friendly agents (ie. Virgin America) becomes not worth it. Virgin’s a young airline – but is night and day above any other domestic carrier. As soon as they fly everywhere AA does from LA, I’m never flying American again. And in the mean time, I hope AA removes all bottled water from their flights, to avoid tempting thieves like me when they get thirsty.