forum ramp Lower and lower Is the level of carrier service truly in decline? A recent statement from Northwest’s CEO to the effect that lower operating costs were merely the beginning doesn’t, on the face of it, augur well for the handling community. Bad weather, delays, hikes in fuel prices, cancelled flights and onerous security measures are just a few of the factors that have contributed to in-flight complaints. Whilst a carrier like Ryanair may offer the cheapest means for those desiring to cross a continent or two, such rock-bottom fares haven’t prevented it from scoring highly in passenger dissatisfaction surveys. There is, without doubt, an element within the sector that feels more attention should be paid to the cost of labour and the price of fuel than the satisfaction of the traveller. Indeed, in a customer satisfaction survey run annually in the US, the aviation sector has consistently scored well below the average mark, year after year. Why is this so? Analysts point out, inter alia, that cuts in the service offered are quite common. If some carriers are more focussed on cost cutting then they are not going to have enough resources to enhance customer service. And that link between keeping the customer satisfied and profitability can be a tenuous one: perhaps surprisingly, making travellers smile doesn’t necessarily contribute to a carrier’s bottom line. But despite all this, airlines soldier on, perhaps drawing comfort from the fact that their customers have but limited options when it comes to long distance travel. But in the US at least, there’s a body of opinion that would like to see fewer flights during the peak periods; these government representatives feel that, quite simply, a reduction in schedules would mean correspondingly fewer delays. Again, it seems, the handler would be the ultimate loser. Bulk loaders We hear a lot in this sector of the aviation industry about injury and back strain that is occasioned by the continual and routine handling of bags on the ramp and in the hold; bags, it seems, that are becoming heavier and heavier, despite carriers’ attempts to restrict their unit weight. But what about the owners of those bags, though? Barely a week passes without some media reference to obesity and the potential health problems that stem from this medical condition. There may not be much data available on the impact of obesity on today’s airline but the problem seemingly isn’t that new. Back in 2000, the American Journal of Preventative Medicine reported that the increasing weight of passengers was costing airlines some US$275m for the extra 300m gallons of fuel required. Six years later, that cost had escalated to US$673m, which is good news for refuellers, perhaps. Even allowing for inflation, it represents a weighty problem. And with more PRMs flying, a percentage of whom may fall into the obese category, a greater burden is inevitably placed on the handler. In connection with this, Canadian carriers have been requested to stop charging an extra fare for a PRM’s personal attendant. The same rule will apply to anyone obese who also suffers a disability and requires help. However, the decision will not apply to obese passengers without any disability. Is there a strategy for differentiating simply obese passengers from those whose obesity is actually a handicap? Some time ago Southwest Airlines made the headlines when it opted to charge an individual a double fare if he or she occupied more than one seat. Naturally, there’s an expense involved here and it has been calculated that to comply will cost Air Canada, for example, some 0.09% of its annual passenger revenues. Flights of fancy? Worried about the potential intrusion of mobile phones on board aircraft? There’s arguably worse to come… SkyEurope Airlines, which currently positions itself as a LifeStyle and Business airline, continues in its search for innovation to help make flying a stylish experience. In November, SkyEurope organised several more SkyDates from the Netherlands, Belgium, the UK, Italy, Spain and Portugal, to Vienna and Prague. In the words of the carrier: “The classic speed dating concept will appear on board of an aircraft.” The first SkyDate ever was actually organised in June 2007 on the Brussels-Vienna route. Following a positive response, the carrier decided to promote SkyDates from further European cities. A word of warning to any reader thinking about catching one of these flights. As a participant, you are allocated a reserved seat in the aircraft. Don’t get too comfortable, though: you’ll be moving once you’ve made general introductions to the passenger next to you. After five minutes a signal is given and the male daters then change seats: then the second round begins. This process is repeated until the participants have met some ten SkyDaters in all. After their first contact in the air, participants will enjoy a night in the Czech capital: a guided city tour, hotel accommodation and a taste of the city’s nightlife are included. In this project SkyEurope is closely co-operating with the Czech Tourism Board and UK-based Czech Travel. Given the nature of this type of trip, passenger baggage requirements might be minimal, which means that SkyEurope won’t be doing its handlers any favours. An interesting concept? If nothing else, it gives a whole new meaning to walking up the aisle. Handling: a double headed coin? 72 FEBRUARY 2008 GHI Do you have a comment you’d like to make on the handling sector? If so, we’d like to hear from you. Write to the editor: alwyn@groundhandling.com