Airline pilots who hate the shutdown must be more direct

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The head of the Air Line Pilots Association sent a letter to President Trump warning of the government shutdown’s impact on safety. It’s sobering, especially when you strip out the passive, military-jargon-laden language and clarify what they’re really saying. The ALPA is a union that represents 61,000 pilots including those flying for Delta and American. … Continued

Airline jargon explained

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In any industry, there are words that industry insiders use to make everyone else feel confused and inferior. The difference is, with airlines, the insiders are flying the plane and serving you in the cabin, and you’re literally strapped in and powerless to escape. So here’s an airline-jargon-to-English dictionary, with help from Ask the Pilot … Continued

Time to cut burdensome airline regulations? Or add some more?

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The Wall Street Journal reports that Airlines for America, the lobbying organization for airlines, has asked the Department of Transportation to end some popular airline rules. Donald Trump is all about cutting regulations, which is why his DOT asked the airlines what to cut. Any business owner will tell you that regulations are a pain … Continued

The Ryanair non-apology for messing up and cancelling 2,100 flights

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Ryanair made a mistake and had to cancel 40 to 50 flights a day for the next six weeks, for a total of 2,100 flights. The legendary no-frills airline has always treated passengers like freight, and with its non-apology, has proven that accounting for customers’ feelings is a luxury that doesn’t come on Ryanair. This … Continued

Air France aims its new airline, Joon, at credulous millennials

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Air France announced a new subsidiary targeting millennials, Joon. It apparently believes that millennials will select an airline based on branding and style, unlike everyone else who buys on price, convenience, and a reduced chance of being assaulted. The resulting announcement is as airy as a fresh-baked Parisian croissant. The Joon announcement is breathless My … Continued

How to fly readers directly to their destination: a lesson from Etihad Airways

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When the Trump administration banned electronics larger than a mobile phone for passengers from several Middle East airports, airlines needed to respond. A press release from Etihad Airways tries to explain the problem and their solution, but circles around aimlessly instead. Here’s how to use a ROAM analysis to make communications like this better. Etihad’s email … Continued

American Airlines makes class warfare easier with 9 clear boarding groups

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American Airlines announced new names for the groups in its boarding process. This made it much clearer how, if you’re an ordinary non-preferred customer, you’re one step above steerage. The clarity is great: it further weaponizes envy even as it deflect attention from the privileges American is slowly squeezing out of flying. Here’s the email that I (and … Continued