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Posts tagged united

From KHOU (autoplaying video):

Michael Hohl, the groom, said he and his fiancé, Amber Maxwell, were the last to board the plane.

According to Hohl, they noticed a man was spread across their row napping when they approached their seats, 24 B and C.

Not wanting to wake the man, Hohl said they decided to sit a three rows up in seats 21 B and C. He said they didn’t think it would matter because the flight was half full with multiple empty rows.

21 B and C are exit row seats on United planes and considered Economy Plus because of the extra legroom.

After sitting, Hohl said a flight attendant approached and asked if they were in their ticketed seats. The couple explained they weren’t and asked if they could get an upgrade, but instead they were told they needed to return to their assigned seats.

So then they tried to finagle their way into the seats by asking for the upgrade.

“I think customer service and the airlines has gone real downhill,” said Hohl. “The way United Airlines handled this was really absurd.”

So the couple could have simply asked the flight attendants to ask the man in their row to sit up (which he would have been required to do for takeoff anyway), but they opted to seat themselves in a better seat.

To sum it all up, this is a non-story.

I am sure you have seen the videos of the United passenger being forcibly removed from a flight by police after refusing to be “bumped” (called an IDB) to a flight the next day. The video and the situation in general, is disturbing and frustrating. First off, United has handled the entire situation poorly. United told everyone the situation and then after this particular passenger refused to leave the plane, police were called to remove him. He was yanked out of his seat dragged down the aisle, bloodied. As Seth points out, United had more options available to them to deescalate the situation from the beginning.

Even at $800 in comp (plus presumably the overnight hotel, meals, etc.) United failed to find the four it needed. The first two IDB candidates left quietly enough. The doctor did not and authorities were called. The resulting removal was not pretty, to say the least. Could United have gone higher in compensation offer? Absolutely? If it has strict policies that prevent such then those should be revisited. Especially when it is a case of must-ride employees and not a more common oversell tied to maximizing yields.

The passenger also has some culpability in the matter. The contract of carriage you “sign” by buying a ticket states that you can be involuntarily bumped from a flight if needed. Compensation must be provided, accommodations are to be arranged, and a new flight is to be booked. The problem is, most people do not read the contracts of carriage. Just about every airline has one and though it is a dense document, a lot of crucial information about your rights as a passenger are contained within. This article by Julia Horowitz and Jon Ostrower puts the state of the contract of carriage in perspective.

Airlines set their own policies when it comes to the order in which passengers are bumped. The terms are sketched out in “contracts of carriage” that passengers agree to when they buy their tickets.

On United flights, people with disabilities and unaccompanied minors should be the last to be kicked off, according to the company’s carriage contract.

American Airlines says it denies boarding based on order of check-in, but will also consider “severe hardships,” ticket cost and status within the carrier’s loyalty program.

Delta Air Lines also takes check-in order and loyalty status into account, as well as which cabin a passenger is slated to sit in. The carrier also says it makes exceptions for people with disabilities, unaccompanied minors and members of the military.

The lack of knowledge about the contract of carriage is no excuse for United’s actions though. And there were still other options they could have exhausted in addition to cash. Why not offer the passenger a rental car for a one-way drive to Louisville? Or what about guaranteeing a seat on the next flight (there was another flight leaving later that night)? Instead the cops were called. This seems to be the common way to handle issues onboard planes still at the gate these days. The gate agents and flight attendants are not referees and their typical operating method is to explain once, maybe twice, and then involve an authority figure.

Lastly are the police officers. Their handling of the situation was downright uncalled for. And deflecting the cause of the man’s injuries as “tripping” just makes me even more upset.

All of this to say, I still don’t think we have all of the facts yet. We know the handling of the entire thing by United was crappy but the three unanswered questions that are important are:

  1. What prompted the calling of police? Was it just the man’s refusal to leave the plane? If so, there needs to be some serious work done on policies for involving authorities.
  2. How did the man get back on the plane? It seems crazy to me that he was dragged off the plane by police and then somehow made his way back on. What transpired during all of this?
  3. Why did United agents not try harder to entice passengers to voluntarily leave? And on top of that, why exactly did they need a crew of four in Louisville so last minute? It seems like a crew scheduling issue really was the root cause of this entire thing. Maybe their regional carrier has a little explaining to do on why the scheduling was so messed up.

I actually tried to avoid writing about this topic but the general noise on social media and around the web just really made me question our intentions. It seems like we’re all itching for a modern day crucifixion of anyone that seems to have done any kind of wrong and social media gives us an outlet to express that. But without all of the facts are we really doing the most good? Or are we fueling a fire that perpetuates bad behavior in the long run? If we don’t want air travel to be like a bus in the sky then we need to treat it better than a bus and expect more of it.

Seeing tweets about banning the overbooking of flights or that having a ticket gives you “rights” is frustrating to me in a way that is hard to explain. I am sure there are good intentions behind most of it but without all of the facts the tweets seem like noise for the sake of noise. And it just seems to pile up.

As a frequent United flier I am disappointed in their handling of the situation and how they have responded to it so far. I will my voice my displeasure with them directly. I am also frustrated that law enforcement handled a non-violent situation with violence and in their write-up of the events placed the blame for the passenger’s injuries on the passenger.

Let’s hope that this serves as an example of how not to handle these situations in the future for everyone involved. If you are looking for more reading on the subject, I think Seth’s take is one of the more levelheaded and thought provoking write-ups out there. Phil Derner Jr’s piece on NYCAviation is also great.

In January I took a trip to Europe to meet up with some friends and tour the Airbus factory in Hamburg, Germany. Also on the agenda was a trip to Miniatur Wunderland, a model/RC world that has multiple regions, including an airport. Right around the time I was planning this trip was when United announced that their Newark-Hamburg flight would be changing to a seasonal schedule. The flight would disappear from the winter rotations two days before my departure.

My backup plan was to fly Portland-Chicago-Munich-Hamburg. For the return, we would be riding with a friend to Berlin and I would take Berlin-Newark-Chicago-Portland as my routing home. I put Chicago in on the return because it got me home a few hours earlier, though it turned out to almost be a really bad decision (more on that later).

United recently started rolling out their Polaris “soft product”, or their onboard service, and even more recently have had their plane with the new seats flying some domestic routes. I had the opportunity to try both the Global First version of the Polaris soft product as well as the business version.

The day before I was set to leave, Portland experienced a record snowfall, making the city come to a hault. Worried that there would be no way for me to get to the airport, I called United and asked if they could put me on the same flights a day later. After a brief hold I was confirmed in business class a day later. I would miss the Airbus tour with my friends, but at least I would get there. One little quirk was the fact I was rebooked not in R-class, the fare bucket reserved for GPU upgrades, but D, a full fare business class bucket, which allowed me to apply another upgrade certificate for United’s Global First product.

I woke up on the morning of my flight to find that the train I typically take to PDX was only running part of the route due to a derailment of another train. I rushed to get ready and get on the streetcar to the closest stop that would connect me to the airport. After a bit of waiting of sub-20 degree weather a train showed up, taking me to the transfer station for the airport. Lots of people looked confused as they were using two trains to go back and forth between the airport but because of that they were using a platform that isn’t well marked and rarely sees action.

Arriving at the airport about two hours after I left home, I had about an hour until my flight boarded so I printed out my boarding passes, because United’s printers at PDX still print on cardstock rather than heat paper, making this aviation geek very happy. I went through TSA PreCheck in a few minutes and was buying a cup of coffee just moments later. I walked up to my gate right as boarding was starting. No de-icing was needed but we did have a delay getting out of PDX for some reason. My original plan was to visit the new Polaris lounge in Chicago but that plan was quickly dashed with what turned out to be a tight connection.

Finally up in the air, I settled in for the four hour flight to Chicago O’Hare. The flight attendants were friendly and lunch service was started shortly after we reached our cruising altitude. I chose the beef option and I’ll let the picture do the talking. It was barely edible. I ended up having a few bites and avoiding the rest, figuring I would eat when I got into Chicago.

Saddest inflight lunch to date.

After the meal service I got a little bit of work done and read before we landed in Chicago. As we taxied to the gate I checked my connection and noted it was on time still, giving me 15 minutes to get to the gate. I made it off the plane, through O’Hare’s neon tunnel, and up to my next gate in about 10 minutes and realized there was no plane parked at our gate, even with a huge line of people already queued for boarding. Turns out we were going to take an hour delay in Chicago but United never posted it until 10 minutes after our scheduled departure. Guess I did have time for a visit to the Polaris lounge. Instead I chatted in the gate area with a friend who happened to be traveling on the same flight but was continuing on to Budapest.

We finally boarded and I made my way to seat 1K, a window seat in front of the pilot rest seat, where I found this.

Yep, a storage compartment was non-functioning. And that wasn’t the only “inoperative” sticker on the seat, another bin did not work in the storage area closest to the window. Disappointing but not a deal breaker.

The new Polaris inflight amenities were stacked on the seat and my first conundrum was figuring out where to put it all. I settled on the foot rest.

After settling into my seat a flight attendant presented the flight’s menu and an amenity kit and asked what I would like to drink.

I asked for a glass of champagne and it was presented a short time later with a chocolate on the side, which is a nice touch. The setup for the plastic champagne cup does seem like it could be easy to knock over with the slightest bump, so United may want to take a look at making it a little more stable on the base.

Since we were delayed quite a bit, I decided I would eat a regular dinner, figuring the entire service would take around two hours. The flight attendant came around to take orders and I decided to have the beef option, a braised short rib with grits and fava beans in a bordelaise sauce. It sounded interesting and slightly different than what United has previously offered in business class. I know, from what I’ve read, the Asian Fusion Chicken Soup is pretty good, but my goal was to see how previous entrees had been spruced up.

After takeoff the single flight attendant serving the first class cabin (five seats occupied with passengers, one by a pilot) came around to offer beverages and he seemed a little disappointed that I only wanted another glass of champagne and sparkling water. The addition of San Pellegrino to the Polaris menu is definitely a welcome change. A short time later the linens were set and a starter of black pepper tuna was offered. It was rather flavorless and the side of quinoa was a confusing addition.

Next up was the carrot ginger soup, which I passed on. I was not really in the mood for soup and was hoping by skipping it the service would speed up a little bit. It did not.

The salad course was next and it was full of fresh greens and carrots. A nice change from previous salads I had tried on United which tended to be less than fresh and in some cases, still frozen.

My main course was delivered shortly after my salad plate had been picked up and another round of wine and drinks was on offer. The short rib was cooked pretty well and the grits had decent flavor to them but the dish overall seemed bland. The fava beans were flavorless and the sauce on top of everything just did not seem to hold up to the altitude.

By this point we were almost three hours into the flight and realized that business class had been completely served while first class still had the cheese and dessert courses to go. I opted for the cheese course because after reading reports, I wanted to see just how much of a downgrade it was and wow, it was disappointing. On pre-merger United planes there was not enough space for the cheese serving dishes so the cheese service had always been lackluster. Served on a single plate with a single serving of crackers and maybe a piece of fruit, I frequently skipped it. On pre-merger Continental the cheese service was actually pretty good. There was usually a nice selection of cheeses, decent fruit options, and an ample serving of crackers. The Polaris service is definitely in the vain of the pre-merger United way of presenting the cheese course. Three types of cheese, none with enough flavor to really warrant a second bite, a sad pile of grapes, and a single package of crackers were put on the tray table. After a few bites I decided I was done.

I skipped dessert, hoping to at least get a few hours of sleep. I asked for one of the new gel pillows and hit the button to put the seat down into a lie-flat position. I really like the new, bigger pillow in tandem with the gel pillow. And the new duvet is a definite welcome addition. I ended up sleeping through breakfast and woke up feeling pretty good. Ironically, there was a blizzard hitting Munich as we approached and ended up holding for another 45 minutes before finally touching down.

My connection in Munich was tight but because the snow had closed the airport temporarily I walked through immigration and straight onto my connection to Hamburg. No time for a shower, but at least I wasn’t stuck.

Overall I think the soft product that United is offering onboard now is an improvement to what they used to have. The new diningware and glassware was a needed change, so I am glad they opted to go with something a little more modern and simple. Besides there being just a ton of stuff on the seat when you arrive, the bedding is a fantastic change. I value sleep the most on long flights so improving the pillows and blankets makes sleeping a little easier. On the ultra longhaul flights United is even offering pajamas now, so I’ll write an update when I get a chance to try those. Lastly is the food. I think it was a mixed bag. The service took way too long and I don’t know if that was because the flight attendants were new at it or if it is intended to take that long. It also seemed odd that the entire first class cabin was served by a single flight attendant. He seemed to do everything, between prepping the food and serving it, he seemed like he was simply trying to keep up. From now on I will opt to eat in the Polaris lounge or in the airport terminal rather than sitting through a 3+ hour meal service when I could be sleeping. Food quality was decent and I think the meal I was served out of Berlin on my flight home (which I will cover in part two) was better. Reading other reports, some people receive great meals while a lot of folks have similar experiences to mine, mediocre food with rather bland flavors. Rotation of menus is something United has promised though and that’s definitely a welcome change.

There is also the new seat, which is available on the 777-300ER that United will soon be flying between San Francisco and Hong Kong and Newark and Tel Aviv. That seat is all-aisle access and will definitely be a nice change for people traveling alone and has the potential to offer a more restful flight since no one will be climbing over you in the middle of the night.

Stay tuned for part two where I’ll talk about my business class experience on Berlin-Newark-Chicago-Portland.

Recently I waslooking for a ticket to Hamburg in late January and had a found a decent deal on United via Newark. Today I went back to book it and found that the non-stop Newark-Hamburg flight was no longer being offered. Turns out, United is seasonally cutting a few routes, including Houston-Munich and Newark-Hamburg. The cuts will run between January 8 and May 5, 2017. Confirmation of these cuts was made by the United Twitter team.

The transatlantic market must be much softer than the airlines are letting on. Both Newark-Hamburg and Houston-Munich were year round options for the last few years. Has the economy dipped so much so that they just aren’t selling as well? For me it is an inconvenience. I really wanted to fly the route this January but it looks like I will have to wait until summer to get that cool line.

If you are booked on one of these flights during the listed dates you will likely no longer see the affected segments in your reservation but the automatic rebooking engine should list a new option soon. If you are unhappy with what you are rebooked on, give United a call with options that you find acceptable.

Everyone knew the day when United would announce their plans for a no-frills economy class fare was coming. The big carriers are looking for ways to grab a little bit of revenue away from the ultra low-cost carriers like Spirit, Frontier, and Allegiant. To do that, the airlines are removing benefits from certain fare classes. Delta has their version, with the same name even. American has discussed the same thing, and their fares are slated to roll out sometime in 2017. Scott Kirby, who used to work for American, now works for United and now, probably by coincidence, the day we knew was coming has arrived. United’s Basic Economy has been formally announced.

United Basic Economy

At first, I wasn’t sure I wanted to write about these new fares. There were quite a number of articles that had been written and a lot of anger and gnashing of teeth was taking place. But then I started seeing a lot of conjecture that these new fares would mean higher fares for those who don’t buy Basic Economy. That these new fares would be all that’s available and now you’ll have to pay to bring a carry-on on the plane.

The Facts

You can read the full details of United’s Basic Economy on their site, but here are the important facts:

  • No Pre-reserved seats – Seats on these fares will be assigned at check-in
  • Group 5 Boarding – These fares will be assigned Group 5 for boarding, the last group in the boarding process. United Premiers, Star Golds, and MileagePlus cardholders are excluded from this policy.
  • No voluntary ticket changes – 24 hour/Same Day Change policy excluded
  • No Premier Qualifying Miles, Segments or Dollars earned, lifetime miles or contribution to the four-segment minimum – Redeemable miles will still be earned
  • No EconomyPlus or Premium Cabin upgrades
  • No combinability with regular economy fares or partner carriers (includes interline travel)
  • Carry-on bags are limited to a single personal item (purse, backpack, etc.) – United Premiers, Star Golds, and MileagePlus cardholders are excluded from this policy and can bring two carry-on bags.

Thoughts

Besides the one bag policy on these fares, which distinguishes United’s Basic Economy from Delta’s implementation, the one thing that really sticks out to me on the list above is the lack of combinability with partner carriers and lack of interlining. This means if you are searching for a fare that requires a partner connection, say San Francisco-Bangkok, which would require a connection on someone like ANA in Tokyo, you would never see these Basic Economy fares in your results.

The “personal item only” piece seems to be the most inflammatory part of these fares, second only to the screams that families wouldn’t be able to be seated next to each other (more on that later). The truth is, customers in Group 5 usually do not have anywhere for their carry-on suitcase anyway and have to end up checking them, possibly holding up boarding.

As far as the families getting seats together, Delta even spells this out in their Basic Economy details:

With Basic Economy, you will not receive a seat assignment until after check-in or at the gate. Passengers traveling together, including families, may not be seated together.

If you want your family to be seated together, you simply buy the more expensive fare to ensure that you can preselect seats. So, I do think this point is being blown out of proportion. Which brings us to the conjecture/prediction piece of this.

Delta and United at PDX
The reality of Delta’s basic economy fares is that they are not as prolific as people think. I have only come across them twice in my searches and their savings was rather small when compared to the regular fares, something like $75 on each search. The other piece of this is the assumption that United will raise the regular fares and make money on those from people who do not want to part with their luggage or seat assignments. Based on Delta’s fares, I don’t think that will happen at all. Regular fares will stay where they are and these discount fares will be used to pull a little revenue away from the low cost carriers. United already has these basic fares in their systems and they show up about as regularly as Delta’s, the difference now is that United won’t be offering benefits with these fares. Seems like a “fare” compromise.

I think a lot of the fear around these fares is the belief that all of the economy seats will be sold as these new Basic Economy fares. That is simply untrue. United cannot sell a full 737 of these fares and survive, even if every passenger wasn’t an elite member and had to pay to check a bag. What they will do is offer a few seats on specific routes where they want to grab some business away from the competition at these Basic Economy levels.

Summary

We will not know exactly how this implementation of no-frills economy will go until 2017 when United rolls them out. But the odds of this being the doomsday that some people are predicting does not line up with the reality we have been seeing with Delta’s implementation of the exact same thing. Sure, Delta’s basic economy allows carry-on bags, but they still do not offer these fares on every flight or even that many seats on the flights where they do sell it. There is also the likelihood that these fares will be excluded from corporate booking engines, just like Delta’s no-frills fares.

Take a deep breath. It is likely you will encounter these fares on at least a few of your searches but do not fear, it is improbable that United will jack up the regular fares. So if you want to bring a bag onboard, you will likely be able to do so with very little markup.

Delta and United at PDX

Scott McCartney for the Wall Street Journal:

The big three U.S. airlines—American, Delta and United—match each other more closely than ever. The three were created from the merger of six large airlines over the past eight years and now each has the profits to spend upgrading its product. They’re all intent on not letting one rival gain a cost or product advantage.

[…]

Airlines say the similarities just mean they are all coming to the same conclusions about what customers are willing to pay for and what they aren’t. “The market dictates what your product will look like,’’ says Brian Znotins, United’s vice president of network.

Three mergers later and we are just now figuring out that the three remaining major U.S. carriers are basically copying each other. The “race to the bottom” language is appropriate at times but really the carriers are simply competing for the passengers who do not necessarily care who they fly. With the low cost carriers like Spirit and Frontier offering a no-frills experience, the majors are happy to follow suit and charge for the privilege of more legroom or early boarding. The majority of passengers simply want the lowest fare available that fits their schedule, add to that analysts who want to see profits, and you have what is driving airline decisions.

Remember, they are reporting record profits, all while customer complaints increase. The result is a form of collusion by following. The airlines are not meeting in back rooms to decide what amenity should be cut next, instead they just wait for one to cut an amenity and then follow suit. The latest way of trying to compete with low cost carriers like Spirit and Frontier is the basic economy fare. Delta, American, and United are all working to offer a fare that has zero perks, including no pre-reserved seat assignment and no mileage earning. These fares are not necessarily cheaper than fares of the past, but when you compare them to fares that do earn miles they appear cheaper.

This is not a trend that will be changing anytime soon. With new low cost airlines like Norwegian entering the U.S. longhaul market, the reduction of amenities on the three major airlines while charging for perks will continue. It will take a spike in oil prices along with a reduction in travel before anything changes.

The Economist has an interesting short piece and infographic on international airlines and the price you pay versus the service you receive. They used customer satisfaction data from Skytrax and lined that up against flight-volume data from FlightStats.com.

At the bottom of the satisfaction list? United and American Airlines.

Another interesting tidbit was the “worst airports to sleep in” category. Port Harcourt International Airport in Nigeria topped that list… And that isn’t a good thing.

United Boeing 787
Texas Monthly’s recent piece, “Up in the Air” by Loren Steffy, has left me scratching my head. The by-line is “The 2010 sale of Continental Airlines has left Houston in a holding pattern” so I was expecting a look into dealings with the city or the airport. I braced myself for an investigative long-read.

The first two paragraphs focus on how terrible it was to lose Continental to the merger and then United to Chicago; How cultures are a problem.

As a management consultant, Heiland knew that the biggest hurdle for the two companies wouldn’t be integrating systems, processes, or technology but reconciling their cultures. “When it was announced that the headquarters would be in Chicago, I felt the war was lost.”

Then all of the sudden the article becomes a brief history of Continental. Details about former CEOs and what they did or didn’t do for the airline. All of it reads like a Wikipedia job. Then near the end there is some more meat.

And so, in 2010, Smisek struck a deal. Though he called it a merger, he basically sold Continental to United; the name “Continental” disappeared and the Houston headquarters was essentially vacated. Continental’s management team was supposed to be in charge, but it never took root in the cold climes of Chicago. “The Continental culture was a terrible thing to risk,” Bakes says. “United’s history is one of bureaucracy and arrogance, and it ended up culturally being more dominant.”

I get it, there are definite service issues with United. I’m not convinced it had anything to do with “culture” at either airline but more to do with the management not fostering a relationship with the front line staff and building trust. It has lead to distrust and unhappiness for the people who travelers see first and deal with most in their travels: flight attendants, agents, and other ground staff. Morale has been in the mud and it shows. The new CEO, Oscar Munoz, who is on medical leave due to a recent heart attack, mentioned the morale problems and customer service issues immediately after taking the job.

On another note, the part about the Houston offices being vacated is at best an oversight or at worst, poor research. There are a large number of employees who still work in downtown Houston. Just fly a Chicago-Houston morning flight or an evening Houston-Chicago flight, there are a lot of United employees commuting to or from the Houston office.

The whole article reads like a whine and never addresses the by-line. How is Houston in a holding pattern? If anything, United has helped the city before the merger and after. United has committed to paying for at least part of the renovations taking place at Terminal B and C at IAH. The airline also plays a crucial role in attracting other carriers to the city. Their membership in the Star Alliance means that other airlines can codeshare with them, drawing those carriers to offer service to airports where United is located to connect to surrounding cities. EVA, ANA, Singapore Airlines, Air China, Lufthansa and Avianca all offer service to IAH, building on the connections that United offers. And soon there will be a Houston-Auckland flight on Air New Zealand, another Star Alliance partner.

If United had truly left Houston in a holding pattern, it would have happened in a similar fashion to what they did to Cleveland or what Delta did to Cincinnati. Nostalgia is always fun to discuss and reminisce about, but the Texas Monthly article was far from that. I would have been much more of a fan had Texas Monthly found and licensed a bunch of old IAH and Continental photos and just told the history of the airline and the airport. Instead it was a let down.

United Pilot Disposes of Live Ammunition in Toilet

You can’t make this stuff up. From Aviation Herald:

A source had told The Aviation Herald that the aircraft was enroute, when the captain discovered that he was still carrying ammunition consisting of 10 bullets in his luggage, the ammunition not being permitted to be taken into Germany. The captain therefore decided to get rid of the ammunition and disposed of the ammunication into a waste bin. “Unfortunately” a passenger lost her ring in flight, the flight attendants assisted in the search for the lost ring and also checked the waste bins. A flight attendant thus discovered the bullets, dutifully brought and reported the bullets to the captain, who now decided to ultimately get rid of the bullets and dumped them down the toilet. Later the flight attendant inquired again about the bullets, the captain realized that she would file a report, explained the situation to her and informed ground.

Just poor choices all around from the pilot. He could have saved everyone a lot of headaches had he just reported the bullets initially and paid the fine when he arrived in Germany.

I needed to buy a last minute ticket for work recently and Delta was the only option left that had seats and a schedule that matched what I needed. After I bought the ticket, Delta gave me an option to buy-up to first class. The price was right and I had wanted to compare what I had read about Delta’s first class product being great to what I had experienced on United, so I purchased the buy-up.

Time to examine the hype.

The App

For work travel, I rely heavily on airline iPhone apps to keep me updated and to do basic maintenance on my reservations (change seats, make reservations, etc.). The first thing I noticed using the Delta app is just how clunky it is. Sure, picking a seat is relatively easy, but making a booking in the app is a frustrating process. The app does validation before you submit a flight search and will pop up an error if your origin and destination are the same. So, if you need to reverse your search, you have to put in a third airport code to be able to switch the origin and destination without error. There are quirks like this throughout the app. It is the same thing for flight information as well. Some items are clickable and lead to more info, but there is no visual way to know that an item has that feature without clicking on everything so you end up sitting there, hitting random parts of the screen, looking for what you want. Compared to United’s app, which is powerful, yet relatively easy to use, Delta’s app seems to need some serious work.

The Trip

Before traveling, I had added my known traveler number to the reservation and on check-in received PreCheck. Knowing I have PreCheck allows me to show up at Portland’s airport about an hour before boarding and have plenty of time to grab a cup of coffee and do some work before getting on the plane, so that’s what I did. I walked up to the security area, opened up my mobile boarding pass and saw an orange icon indicating that my flight had been delayed. Knowing that an agent would be able to help me at the gate, I proceeded through security.

Making it through security, I look at the delay one more time and realize I will miss my connection because of it. I proceed to the gate and get in line to speak with the gate agent. An agent comes over and asks if I need something, to which I reply, “I believe my flight to Minneapolis is delayed and I will miss my connection”. She says, “I am closing out this flight and I’m not working that flight, walk down the hall and there are phones where you can call Delta”. Ok, that makes sense, so I walk down the hall and sure enough, there are phones. They’re all taken by people trying to fix their plans as well but there is a sign with a 1800 number so I dial it. The prompts ask if I am in the airport and when I reply yes, the wait is no more than 2 minutes to speak to an agent. The agent tells me that she cannot find any options on the same day but that she will see if she can find something on another carrier. A few minutes later she tells me my only options are to spend the night in Minneapolis or take a redeye via Atlanta. I ask if the hotel in Minneapolis will be covered to which she replies, “you would need to ask the agents in Minneapolis”. I am not willing to take that risk so I ask her to explore the American Airlines flight to Chicago that is showing an F seat for sale. She can’t find it. I run to the AA gate to see if they will simply sell me the seat (I’d refund the Delta ticket). Nope, they just cleared a standby into it. Sorry.

Back on the phone I accept the redeye option, simply because I was not comfortable spending the night and trusting that Delta would take care of the hotel (there was weather that night in the area). Well, time to head home because I have another nine hours before my new flight leaves. Here is what I originally booked (red), versus what I was rebooked on (navy).

Nine hours later I was back at the airport for the red-eye to Atlanta. I had hoped to review the meal options on the original flight but the delay squashed that idea. Now my goal was to get as much sleep as possible but I knew that would be a challenge. Onboard there was a bottle of water, a small pillow, and a blanket at the seat. The seat pitch was pretty standard but what I noticed was the lack of an adjustable headrest on the seat. It seems that most of the Delta domestic fleet is the same, missing the adjustable headrests that you can manipulate to rest your head to one side. The flight attendants come by asking if passengers would like anything before we take off. I order a whiskey and water, a nightcap if you will, and it’s quickly delivered.

The safety video comes on. It’s cute but man is it lengthy.

The pilot makes a quick announcement that he won’t be making any other announcements until our descent into Atlanta and that our flight time will be four hours (OUCH!). A few minutes later and we’re in the air. I put on an eye mask and attempt to get some sleep, but, to be honest, it didn’t go well. The seats are comfortable but there is not a lot in the way of lumbar support and without an adjustable headrest I can’t really lean one direction. The entire flight was spent with me readjusting to try and get comfortable and I ended up getting maybe 1-2 hours of sleep.

We landed in Atlanta on time and that gave me about 35 minutes to use the restroom, brush my teeth and make my connection. I walked from concourse A to concourse B and made it to the gate right as they were starting to board. I looked for a coffee shop nearby but there was nothing, the upside being I could try the much touted Starbucks coffee that Delta serves in first.

Legroom in First on the Airbus A320.

Onboard the flight attendant greeted everyone with a friendly “Good morning!”. She then came around first class asking if we would like anything before takeoff. A few minutes later and I was tasting the coffee. It wasn’t bad. Not great, but drinkable, which says a lot about airplane coffee. The taste was much more of what you expect in coffee and less of that metallic and chalky taste you sometimes get from airplane coffee. I was in the bulkhead seat on the Airbus A320 and found the legroom to be fine. There is a little cut out for your feet and that makes it comfortable. If I was a little taller the legroom would have been tight.

There was no overhead entertainment so the safety demo was done by the flight attendants and it went by much faster than the video shown above. A short time later we were in the air.

It was a quick flight to Milwaukee so the only service was beverages and a snack basket (I had a banana and some Biscoff cookies, if you were wondering). I tried to use the Delta Studio streaming entertainment but could not get it to work. Every time I connected I received a screen like below and could never get to the list of shows.

Failed attempt to try the streaming entertainment

An hour and half later and we were on the ground in Milwaukee and I was on my way to work.

Conclusion

Overall, there was nothing about the experience that blew me away making me want to switch permanently to Delta. The boarding process was just as chaotic as United’s, with people blocking the boarding lanes 15 or 20 minutes before the flight is scheduled to board.

Boarding. Just as chaotic as on other carriers.

The way the delayed flight was handled left a lot to be desired. I didn’t want to go into details above but the agent was not proactive in finding other options and I had to suggest a number of things. She also insisted on putting me in coach until I pushed back about being in first class. I am not an elite on Delta so I wonder if that had something to do with it.

For flying a relatively old fleet, the Airbus I was on is 23.3 years old, Delta does a pretty good job keeping the interiors clean and well kept. I didn’t see any panels loosely hanging or build ups of dirt and grime anywhere. The lavatories on both flights were the cleanest I have ever seen on an airplane.

I was happy to finally get to try Delta on a mainline flight in first. I am planning a few more flights on them since some of their schedules to certain destinations are better than what United offers. I am also flying Alaska back to Seattle at the end of this week and hope write a review about their new E-175 service as soon as I can.