On punishing your customers (flying with US Airways)

I spent last week in Las Vegas covering a bicycle industry trade show for my other business. It was the first time I had flown since March. My flight out was on US Airways and my flight home was on Delta.

I was floored by how many times I got punished for being a customer of US Airways. Here’s a few things that made up my experience:

• Charged me $15 to check one, normal sized bag.
• Since several of the passengers had heard of the $15 charge ahead of time, there were way to many people trying to carry on. A few of them were forced to check their bag on the plane… they didn’t pay $15.
• I was charged $1 for a cup of coffee.
• My connecting flight had zero air conditioning. Had to be over 90 degrees in there.
• I’ve been flying my whole life, and both US Airways flights had the hardest landing I’ve ever experienced. Bounced everyone around a good bit and it was enough to make a few passengers shriek.
• They announced the wrong baggage carousel… twice

A few of the above things could be written off to human error, but the first three came from corporate policy. At what point is it good business to knowingly punish your customers for choosing you?

My flights home were on Delta. It was a much better experience. I didn’t get charged to check a bag or for a drink of water. The flights were smooth and comfortable. Etc etc.

Guess who I won’t be flying on next time…