Become a Travel Agent

The Article I have Waited 25 Years to Write

I was always taught that if I couldn’t say anything nice, don’t say anything at all. Well, its been 25 years, or so since I have been able to say much about the airlines that could be considered nice. Both Joanie and I are road warriors and our airline of choice changes as often as our last horrible experience. Lost luggage, delayed and cancelled flights, long layovers and worthless frequent flyer programs have been the norm.

Back in the 1970s I worked in various marketing positions for Aloha Airlines. This was during the era before airline deregulation and because of my job classification; I enjoyed annual positive space business passes on virtually every airline in the world. Back then part of the regulated interlines agreements between airlines provided for airline pass reciprocity and airline employees benefited from the open availability of free flights as part of their remuneration package.

This was probably the best of times for the travel industry. Airlines were profitable, airline employees were making tons of money and had fabulous benefits, travel agents were making tons of money and had guaranteed airline passes provided for in the Agency Sales Agreements that were controlled by the Air Traffic Conference (ATC) and the International Airline Transport Association (IATA).

Airlines before deregulation competed on a service level. The fares were pretty well controlled and all that an airline could do is differentiate itself from its competition by offering better service and amenities. Pan Am featured a “Dinner in the Sky” where the upstairs portion of their 747s were turned into fine restaurants where one could dine with fellow passengers in style. Qantas featured “Sleeper Seats” in first class where one could stretch out completely. All of the airlines served hot meals in flight and offered excellent cuisine and service to go with it. There were always first-run movies to enjoy, as well. Domestic airlines focused offering non-stop flights to gain an edge over their competition. Seat pitch was always comfortable and in flight coach meals were hot and satisfying. Flying before deregulation was very enjoyable.

The Airline Deregulation Act changed all of this. In order to remain competitive, airlines started chopping services and amenities. All of the major trunk carriers abandoned their non-stop flights in favor of creating regional hub and spoke networks that allowed them to achieve higher load factors and blended yields. In flight meals went from hot meals, to cold meals, to snacks, to nothing and now, one expects to either bring their meal with them on the flight, or purchase a sandwich from the airline itself. Entertainment is non-existent. Start-up airlines came and went and the overall experience of flying became worse and worse. In the early 2000s, airlines have been plagued by severe problems. Mounting operational losses, horrible on-time records, baggage handling so bad that flyers plan an extra day just to make sure they get their luggage, atrocious customer satisfaction ratings, frequent flyer programs that have turned into profit centers for the airlines at the customer’s expense and so on. In general, flying is just not fun.

Enter Continental Airlines.

As legend has it, Continental Airline’s President woke up one morning with a unique thought for an airline executive. He wondered what would happen if he gave the best airline customers (frequent flyers) what they wanted. He visited one of the frequent flyer websites on the Internet and engaged them in a conversation posing the question “what would make you change to Continental?” He invited some of the folks on the forum to come visit him to discuss it and more than a few paid their own way to take him up on it. He took notes and here is what came of it.

Hot Meals on Every Flight: Wow! What a concept! If for no other reason, I will fly Continental every chance I get. No more flying across the country arriving on the east coast starving and too late to get anything to eat. Continental you ROCK!

Free In-Flight Entertainment: Even with my iPod and notebook computer, I always end up watching the in first-run in-flight movies and short subjects on Continental. I travel with my Bose headset and the flight slips by enjoying the entertainment.

First Class Upgrades: Yup, you heard it right. Once you reach 25,000 miles with Continental (Silver Elite) you will get upgraded if there is a seat available in first class. On a recent flight with Joanie from New Jersey I gave her my seat in first class. Joanie is now a diehard Continental fan.

Priority Boarding: I carry on a large backpack every time I fly. As an Elite member on Continental, I am allowed to board the aircraft first; I mean before anyone else. Why is this important to me? I am 6’0” and most airlines do not have enough pitch to allow me to have stuff placed under the seat in front of me. By gaining access to the cabin before the masses, I am sure to find the overhead space I need to be comfortable.

Priority Baggage Handling: This is another wonderful benefit. As an Elite member with Continental, your bags are off-loaded from the aircraft first and are the first on the carousel. This allows you to beat the crowds into the taxi or car rental queue.

Frequent Flyer Miles That You Can Actually Use and Do Not Expire: What a concept!

I could go on and on about the quality of Continental’s reservations staff, in flight crew and so on, but I think you get the idea. Look, if you have frequent flyer clients that are fed up with poor service and want a better airline, convince them to try Continental, they will thank you from their first flight. 

Who knows, maybe the President of Continental will wake up one morning thinking, “what if I paid commissions to travel agents, I wonder what would happen?”