Bottom of the class: America’s airlines are introducing a class below economy - Note for a lecture, "E Pluribus Unum? What Keeps the United States United"
image from article
As the candidates in America’s presidential race pontificate on the growing divide between the haves and the have-nots, the country’s airlines are busy segmenting customers between the haves, the have-lesses, the have-somewhats, the have-nots and, now, the have-nothing-at-alls.
Airlines have long seen profitability in investing heavily in first- and business-class while degrading the flying experience in coach to cut costs. But why stop there? Coach, they have discovered, can itself be subdivided, and then subdivided again. First there was the creation of premium economy, which charges passengers extra for what used to be a standard amount of legroom, and for the exit-row seats that were previously the dominion of in-the-know flyers. Now there is a new class, a cut below standard economy. Please welcome “basic economy”, known to some as “last class”.
So what is basic economy? For frugal travellers, it’s shorthand for giving up some of the few remaining comforts of flying economy. The biggest sacrifice is losing the ability to reserve a seat when booking a flight (so be prepared for a middle seat in the back row). If you are travelling with family or colleagues, forget about sitting together. Passengers flying basic economy also forfeit their right to upgrade their seats and to change or cancel their reservations more than 24 hours after booking.
From the airlines’ perspective, last class is an effort to compete with the profitability of no-frills competitors such as Spirit and Frontier. Airlines can cut costs by limiting the things to which passengers are entitled. Eliminating upgrades and standby flying for certain passengers reduces administrative overheads. And forcing some passengers into the seats no one else wants could reduce the risk that they will remain vacant.
But some people suspect a more nefarious motive: Delta and its rivals are making basic economy so unpleasant that people will pay extra to “upgrade” to standard economy. Indeed, when you try to book a reservation on Delta’s basic economy, a screen pops up warning you of all the downsides and requiring you to check a box stating “I agree to the restrictions” before you can proceed.
Press coverage of the new fare class hasn’t been kind. Timecalled it “worse than any low-fare carrier option”. Forbeswarned that passengers “may soon be crying foul”. A writer for the Star Tribune of Minneapolis complained, “I felt more like I was being made to pay for the privilege of selecting a seat than being offered a way to save.”
But passengers bemoaning this latest indignity have only themselves to blame. Why are the legacy airlines all emulating the likes of Spirit and Frontier, which have high rates of passenger dissatisfaction and complaints? Because those budget airlines are doing extremely well. Travellers have signalled that they are willing to suffer all sorts of discomforts and inconveniences for the sake of a lower fare. America’s big airlines are simply giving them what they wished for.
A Princeton PhD, was a US diplomat for over 20 years, mostly in Eastern Europe, and was promoted to the Senior Foreign Service in 1997. For the Open World Leadership Center, he speaks with
its delegates from Europe/Eurasia on the topic, "E Pluribus Unum? What Keeps the United States United" (http://johnbrownnotesandessays.blogspot.com/2017/03/notes-and-references-for-discussion-e.html). Affiliated with Georgetown University (http://explore.georgetown.edu/people/jhb7/) for over ten years, he still shares ideas with students about public diplomacy.
The papers of his deceased father -- poet and diplomat John L. Brown -- are stored at Georgetown University Special Collections at the Lauinger Library. They are manuscript materials valuable to scholars interested in post-WWII U.S.-European cultural relations.
This blog is dedicated to him, Dr. John L. Brown, a remarkable linguist/humanist who wrote in the Foreign Service Journal (1964) -- years before "soft power" was ever coined -- that "The CAO [Cultural Affairs Officer] soon comes to realize that his job is really a form of love-making and that making love is never really successful unless both partners are participating."