But even as the airlines founder, something strange has happened: some frequent fliers are falling in love with air travel once again. Faced with a grim profit outlook, carriers are flying through hoops to woo back customers. It’s one of the enduring truths of the industry: When business is good, passengers suffer through packed planes, high fares and lousy service. And when business is rotten, travelers enjoy lower fares and better service. This slump proves the rule.
Cheap Flights: Execs may wince at the recent fare cuts (even in flush times industry profit margins are typically only 2 to 4 percent). But it’s great for us. Prices are at their lowest levels since 1987, and they’re still falling. Fares traditionally sink even further during slow fall months. And to compete with popular discount carriers, some big airlines are launching their own low-fare subsidiaries, like Delta’s new Song (flysong.com). If you book far enough in advance, a round-trip ticket from New York to Paris this fall will cost less than $500 on Orbitz.com.
Fast Check-In: When the Transportation Security Administration ordered tighter security this year, the big airlines feared customers would blame them for delays. So, many like American (aa.com) and Northwest (nwa.com) now let you check in on a home computer before you even leave for the airport. Most others now offer self-service check-in kiosks that let you print boarding passes, change seats and sometimes buy in-flight meal coupons. Even bitter rivals are impressed by Delta’s (delta.com) recent $200 million investment in more efficient check-in technology. The company, which has more than 600 kiosks, vows to make ticket counters virtually obsolete in two years. “Delta’s done a pretty good job on their airport check-in stuff,” concedes David Neeleman, CEO of JetBlue (jetblue.com).
Fewer Crowds: Jets are still just as packed, since the major airlines grounded planes to compensate for fewer passengers. But fewer travelers means airport concourses feel down–right roomy. Other innovations have thinned crowds further. Last year American introduced a “rolling hub” concept that spreads arrivals and departures more evenly throughout the day. “It means we can have 10 or 11 flights each day, instead of eight,” says Dan Garton, an executive vice president at American.
Other Perks: To save money, most airlines have cut back on meals. But who cares? The food was lousy anyway. Carriers like US Airways and United (usairways.com; united.com) have experimented with a la carte menus that let you order Einstein’s bagels or Hershey bars. (Average tab: $7 to $10.) Some airlines like Continental (continental.com) and JetBlue now let passengers use phones while the planes taxi. And pilots and flight attendants worried about job security seem just a little more eager to go the extra mile. These days, “sometimes [flying] can be enjoyable,” says Melanie Zimmer, 32, an executive assistant from Chicago. It’s a lukewarm compliment. But for an industry in crisis, that’s probably as good as it gets.
