The Flying Critic

FAA Computers Delaying Flights

CNN reports that FAA computer problems causing flight delays around the country:

Every major airport in the United States was experiencing flight delays Tuesday afternoon because of a communications breakdown at a Federal Aviation Administration facility, the administration said.

United Gives Away Soda to Delayed Passengers

United's afternoon flight from SFO to JFK was delayed over three hours on Tuesday.  How did United treat their customers impacted by this delay?  The put buckets of ice and cases of soda on the gate counter for customers to take for free.  Contrast this with the announcement yesterday that US Airways will charge their customers $2 for a soda on the plane.  Good job United.  Little things like giving away soda during a delay helps keep people rational and also improves brand loyalty.

Delays at San Francisco - Daily Travel Photo

When there is bad weather in San Francisco the delays get crazy because the runway layout at SFO limits the takeoffs and landings during bad weather. Last Tuesday there were only 3 on-time flights on this arrivals board. Yikes!

A Comfortable Delay on United Airlines Because of a Great Crew

United just exceeded my expectations on how an airline should handle delays.  Other airlines (and even other United employees) should take note.

Yesterday I flew on a morning flight from JFK to LAX on United's p.s. (Premium Service) in business class.  The weather in JFK was bad.  We were 40 in line for takeoff. 

As soon as we got on a non-active taxi lane where many other airplanes were waiting with their engines off the captain announced our position in line, turned off the engines, fully explained the delay, and told us that we should expect to wait about an hour.

Then he went the extra mile to try and make the best out of the delay.

He told people it was okay to use their phones and electronics and also to go to the lavatory.

The flight attendants started a movie.

And the captain opened the cockpit door and invited everyone to visit the cockpit and chat during the wait until we had to get moving again.

I chatted with the captain and first officer for a few minutes and they were very friendly and eager to show me around the flight deck and discuss the industry and their job.  They were a class act.  True ambassadors for United Airlines and pilots in general.

Sure the delay was inconvenient.  But this United Airlines crew went the extra mile to make their customers comfortable.  Just a little extra effort by the crew made a big difference.  They deserve a big thumbs up (and recognition here at The Flying Critic).  Thank you!

Daily Blog Review: American Airlines' New Blog: AA Conversation

American Airlines launched a new blog last Friday. When I first went to it, I thought it was a joke site as the only thing that made it seem like it was their official blog was that it said it was their official blog. 

I did some fact checking and confirmed that it is their official blog despite it not even having their logo.  It's also not hosted on their own aa.com domain but on blogspot.com - the domain Google uses to host free Blogger accounts.

I read that it was put up quickly to try and open up additional lines of communication in response to AA's week of cancellations and chaos.  I guess that explains why they went with Blogger instead of putting it on their own aa.com domain.  And Blogger isn't the easiest blog platform for uploading logos - but I'm sure someone at AA could have figured it out.

Their first post is an apology with a YouTube video walking people through how to fill out the compensation request form.  A very good start.

Their second post informs us that their service was back to normal on Sunday, apologizes again, and provides a link encouraging people to request compensation.  Not trying to hide the compensation from people scores them points with me.  A great second post and bringing some closure to the service disruption issue.

But their third (and currently last) post tells us nothing.  Here are the first two sentences:

We have been getting several questions about industry consolidation, so we wanted to share American’s current position.

We generally don’t comment on what role AMR might play, if any, in consolidation.

I replied to their post with this comment, which sums up my thoughts on their third post:

Thanks for clearing up your position... not. 

While I'm glad to see AA is trying to figure out ways to increase communications with their customers through a blog, posts like this that provide a non-answer are pointless.

So you have been getting questions about consolidation. That makes sense. But your answer didn't comment on it in any meaningful way.

Use your new blog to provide new or useful information. If you can't talk about something for legal or other reasons, then just don't talk about it.

It is too early to tell if their new blog will be a success or a big waste of time.  But I hope American Airlines decides to take advantage of their new blog by embracing it, using it to provide 2-way communication with their customers and highlighting new and interesting things about American Airlines. 

American Airlines e-mails Apology Letter

Just got this in my e-mail:

   

April 11, 2008         Dear Flying Critic, As one of our most valued customers, please accept my apology on behalf of American Airlines® to you, your family and your fellow AAdvantage® customers for disrupting so many peoples' lives with the recent flight cancellations related to the inspection of our MD-80 aircraft fleet. As you can imagine, American's decision to cancel thousands of flights this week was difficult, and it undoubtedly created concern among our best customers – even those who had no travel plans during the period. If in your travels you were among the many who have been personally affected, I sincerely regret the inconvenience you have experienced. Our employees will continue to work around the clock to accommodate all who still need to reach their desired destinations. We anticipate returning to a full schedule by Monday. While the media reports have documented the reasons why American took this action and the steps we're taking to re-accommodate and compensate affected customers, I've also attached an explanation of the events for your understanding.  It's a bit complex, but at the end of it all, please know this: First, your safety and the safety of our employees remains our number one priority. Second, we will learn from this experience, and we will get better. Finally, we wholeheartedly appreciate your loyalty to American Airlines, and we remain committed to earning your business each and every day. Respectfully, Dan Garton Executive Vice President Marketing P.S.  You may have already contacted us via AA.com® or by writing directly to Customer Relations. Let me reassure you that we will respond directly to your contact just as quickly as practical.

Attached:


American Airlines MD-80 Fleet Inspections
Background: : In 2004, American Airlines was the lead airline working with Boeing to develop a Service Bulletin to correct wiring exposure and chafing in the MD-80 auxiliary hydraulic pump wire bundle. The concern was that exposure and chafing could cause fire in the wheel well. An Airworthiness Directive (AD) was issued in September 2006, giving MD-80 operators, including American, 18 months to address this issue. American completed the Service Bulletin in November 2006, followed by adjustments deemed necessary by American's structural engineers to comply with the AD well ahead of a March 2008 deadline.

In recent weeks the Federal Aviation Administration significantly increased its emphasis on monitoring the adherence to Airworthiness Directives that apply to various U.S. airlines. With respect to American Airlines' MD-80 fleet, we had a detailed issue that we believed had to be addressed immediately to remain compliant with the FAA; if found in non-compliance, we would have been instructed to stop flying our airplanes.

What is the specific nature of the issue?
The issue surrounds questions raised by the FAA about the way American implemented the Engineering Change Order (ECO) addressing the MD-80 auxiliary pump wiring Airworthiness Directive (AD). American fixed the item well within the specified AD timeframe. The work being done now centers on a need to change the way in which American complied with the AD regarding such items as the spacing of the ties on the wiring bundles and the direction of the retention clips and lacing cords. We are highly confident that this is not a safety of flight issue because the wire bundle is secure. It is a matter of how the work was done, not whether aircraft were protected from the threat of wire exposure and chafing that could cause fire.

Why ground the entire MD-80 fleet?
It became clear based on the number of questions the FAA raised that there would be a high percentage of aircraft that would not be found to be in full compliance of the Airworthiness Directive. Working with the FAA we were unable to find an alternative solution to regaining compliance – for example, a multi-day period to rectify the issues – so we had no choice but to ground the aircraft. While it has been a major disruption to AA's operation, everyone recognizes the need to ensure that the MD-80 fleet is in complete compliance and is working to restore the MD-80s back to service as quickly as possible.

Who is completing the work and why is it taking longer than the previous MD-80 inspections?
There are three levels of American employees accomplishing the work. American has assigned a team of employees – aviation maintenance technicians, quality assurance inspectors, and engineers – to inspect the aircraft and ensure full technical compliance, as well as to make any additional adjustments. As our aircraft return to service, the FAA is inspecting those aircraft to ensure compliance.

What is the airline doing for customers?
We are doing everything possible to take care of our customers as expeditiously as possible while facing the fact that our resources have been stretched to their limits. We are extremely sorry for the inconvenience and know that this kind of interruption of travel plans is unacceptable. While customers are dislocated we are providing meals, hotels and ground transportation; for those stranded overnight, we will offer vouchers for future travel on American Airlines. Customers who were inconvenienced with overnight stays can go to AA.com where a link will guide them to instructions on how to receive compensation.

What is the company doing to make sure it doesn't happen again?
American plans to contract with an independent third party to review American's compliance processes. This work will help ensure that all procedures strictly adhere to the technical elements of every directive so American can avoid this type of schedule disruption in the future.

British Airways delays moving additional flights to terminal 5 until June

This will likely cause a domino effect of delays for the planned moves by other airlines at Heathrow.  Read the Telegraph story for more details. 

Choice quote by BMI:

Bmi, Heathrow's second largest airline, said today's decision made Britain a 'laughing stock'.

Nigel Turner, the airline's chief executive, rounded on both BAA and British Airways.

'It is an absolutely outrageous announcement by BAA and done with no thought, consideration or consultation of any other airline other than BA,' he said.

American Airlines Cancels Another 600 Flights on Friday, April 11, 2008

American Airlines latest press release:

FORT WORTH , Texas – American Airlines has canceled approximately 570 flights on Friday, April 11, as it works to complete the inspections of its MD-80 fleet. The airline continues efforts to re-accommodate customers affected by this week’s activity.

As of Thursday afternoon, 132 MD-80 aircraft were returned to service. Inspections will continue overnight, with approximately 170 MD-80s expected to be available for service on Friday morning.

These inspections were conducted to ensure compliance with a Federal Aviation Administration directive related to the bundling of wires in the wheel well of the MD-80 aircraft. American Airlines apologizes for any inconvenience this activity has created for our customers.

On Thursday American Airlines canceled over 930 flights related to the MD-80 inspections. That follows the cancellation of 1,094 flights on Wednesday and 460 canceled flights on Tuesday.

Customers who were scheduled on a flight that was canceled may request a full refund or apply the value of their ticket toward future travel on American Airlines.  Additionally, customers scheduled to travel on any MD-80 flight April 8-13, even if their flight has not been canceled, may rebook without a change fee to any AA flight with availability in the same cabin as long as their travel begins by April 17.

Customers who were inconvenienced with overnight stays should go to AA.com where a link has been established to request information about compensation. Customers also are encouraged to continue to check AA.com or to contact their travel agents for flight status information.

In an earlier press release from yesterday, American Airlines further elaborated on the refund and compensation arrangements:

Customers who were scheduled on a flight that was canceled may request a full refund or apply the value of their ticket toward future travel on American Airlines.  Additionally, customers scheduled to travel on any MD-80 flight April 8-11, even if their flight has not been canceled, may rebook without a change fee to any AA flight with availability in the same cabin as long as their travel begins by April 17.

Customers who were inconvenienced with overnight stays should go to AA.com , where a link has been established to request information about compensation. Customers also are encouraged to continue to check AA.com or to contact their travel agents for flight status information.

As I mentioned in an earlier post, if you were inconvenienced with an overnight stay you need to go to AA.com and submit a complaint if you want some compensation.  My earlier post has instructions.  I would recommend making as strong of a case as you can in your message.

 

American Airlines MD 80 Cancellations to Cost Millions

It comes as no surprise that the LA Times reports American Airlines will spend tens of millions of dollars on customer relations and complying with the FAA directive.

The article also starts to show the blame game that is brewing between American Airlines and the FAA as to who is to blame for causing the disruption of travel plans for hundreds of thousands of passengers:

Executives of American said that on Monday, FAA inspectors initially found that nine MD-80s were not in compliance with an airworthiness directive. Subsequently, the airline agreed to have all of its 300 MD-80s inspected to make sure that wiring running through the plane's wheel well was bundled properly and posed no fire hazard.

But to avoid a massive disruption to its network, the airline said it requested that it be allowed to inspect the planes on a "rolling" basis, perhaps temporarily grounding 15 to 20 planes at a time rather than all at once.

American Airlines says that their request to do a rolling inspection was denied and they were forced to ground the entire fleet.  The FAA's response to that claim:

"We didn't tell American that they had to ground their planes," said Ian McGregor, an FAA spokesman. "We pointed out that some of the planes we looked at seemed to be out of compliance with our safety directive and the carrier needed to bring the planes back into compliance before they put them back up into the air."

The FAA claims to be sympathetic to the 250,000 people they impacted this week

AP reports on the 250,000 airline passengers whose flights were canceled because of the FAA's action to require American Airlines to complete the service directive:

FAA spokeswoman Lynn Tierney said the agency is simply doing its job.

"We are aware and sympathetic ... but the role is clear, it's a regulator's role," Tierney said. "We understand the disruption this causes, but (the airlines) had 18 months to complete the work."

I agree that American Airlines deserves blame and questions need to be asked as to why they didn't complete this work in 18 months.  But the FAA is doing more harm than good right now by overreacting.  I don't see how they can call themselves sympathetic. 

The FAA is correct that they need to reevaluate how they have been handling their oversight role.  But in this instance they could have given American Airlines another week or two.  After 18 months, a few more days shouldn't make any difference to safety.  But it sure would have made a difference to the 250,000 people that had flights canceled on them this week.

FAA overreacts to MD-80 repair issue

From an AP report published at the Arizona Republic:

"We are aware and sympathetic ... 100,000 people being stranded is extraordinary," said FAA spokeswoman Lynn Tierney. "But the role is clear, it's a regulator's role and you have to enforce the regulations. We understand the disruption this causes, but (the airlines) had 18 months to complete the work."

Tierney is referring to the safety order issued on the Boeing Co. MD-80 aircraft that have been grounded by American, Midwest and other airlines in recent days. The FAA issued an airworthiness directive on those planes after reports of shorted wires, evidence of worn-down power cables, and fuel system reviews conducted by the manufacturer. It was effective Sept. 5, 2006, and the airlines had 18 months to comply.

So it was safe and acceptable for the airline to take 18 months to complete the work but now it is such an emergency that the airlines can't be given another month to rotate out the planes to do the work?  This seems like a serious overreaction by the FAA to me.

I think the Cranky Flier is right.  He discusses the FAA's service directive and the airlines response:

By now, the fixes had been finished, but not 100% to spec. Now the FAA, fresh off being burned by the Southwest fiasco, is getting anal. They’re enforcing every little detail, so when they found that the spacing between ties holding the wire bundles together weren’t exactly one inch apart, they called foul.

So, the airlines flying the MD-80 are making these tiny changes to meet the requirements, even if it isn’t really a safety issue. How American wasn’t able to fix this last week when the planes were first grounded, I’ll never know. But it’s probably the FAA’s attempt to show the public that they’re doing something that’s making all this happen. It could have happened to any aircraft, but this is like the one kid in class who gets pulled to the front of the room so the teacher can make an example out of him.

American cancels another 900 flights on Thursday, April 10, 2008

Tonight American announced another 900 flights are to be canceled tomorrow. 

Also, according to CNN: 

...on Wednesday [American] grounded more than 1,000 flights or 45% of its schedule. That translated into between 110,00 and 140,000 stranded passengers, according to company spokesman Roger Frizzell.

45% of American's schedule canceled?  Wow!

Another interesting tidbit from the CNN article:

Frizzell said the company is working to accommodate customers on American and on other airlines, and is paying $500 in compensation to passengers who have to stay overnight because of inspection-related cancellations.

While American's website does not mention this $500 compensation offer outright, it does say to contact their customer service department to request compensation.  If this applies to you then follow the links on American's MD80 Information page to put in your request.

American Airlines Issues Travel Advisory for MD 80 routes

American Airlines issued a travel advisory allowing anyone traveling through cities served by MD-80s on April 8-11 and ticketed by April 8 to make one free change to your travel dates and you may now travel as late as April 17th.

As most American Airlines cities have MD-80 service, this should allow just about anyone who needs to change their travel dates to as late as April 17th to do so for no charge.

If you need to make a change under this policy, call American Airlines at 1-800-433-7300 within the United States or Canada. 

Also, American has announced that if you have a forced overnight because of these cancellations that they will compensate you up to $500 (it is not clear if this is cash or vouchers or what the criteria is for determining the amount).  To get compensation American Airlines requests that you fill out the form on this webpage and follow these instructions:

  Customers who were inconvenienced with overnight stays may Email American Airlines Customer Relations to request information about compensation.  Within the email form, please select "April 8/9/10 Flight Disruptions" from the Email Subject drop down menu.  Please provide the flight number on which you were scheduled to travel and a brief description of your circumstances in the message area provided.

I strongly recommend that anyone impacted by these delays fill out this form and request compensation.