Delta and Northwest leaving bankruptcy: Bad for passengers?

First time here? Check out the site's "greatest hits" or read a random post from the archives. Feel free to ask a question, and consider subscribing to the latest posts via RSS or e-mail. Thanks for visiting!

jerk-city.jpg

Last week, Delta emerged from bankruptcy to much fanfare, including a new paint job for its planes and yet another iteration of its corporate logo. Many in the media are reporting this as wonderful news, and describing the celebrations of hopeful employees with words like “jubilee.”

Northwest will also soon emerge from chapter 11 protection, having obtained approval for their post-bankruptcy plan from 97% of their creditors.

But should passengers be celebrating?

On the one hand, yes. If you’re a longtime frequent flyer on one of these airlines, your miles aren’t being zeroed out in a corporate liquidation. If either of these airlines have been providing you with good connections to where you want to go, you can be happy, too, since these services are likely to continue.

But don’t pig out at those celebration jubilees and coming-out parties for the newly reborn corporations. Leave some room for some good old fashioned skepticism.

Why? Look at the history of how other airlines, perhaps ironically, have emerged from bankruptcy, only to cut their customer service.

This is probably because chapter 11 creditors somewhat perversely gives airlines more leeway than the stock market does.

The most recent example, of course, is United. During their seemingly interminable bankruptcy, they maintained “perks” like pillows and blankets. They actually introduced new premium service on transcontinental flights, with hot meals and Economy Plus legroom at every seat in coach. And while management dumbed down their fleet with the introduction of “Ted,” the majority of employees maintained a sense of optimism and hope during that time. There were several times that I flew United and got the impression that front-line workers seemed genuinely grateful for passengers’ business.

Not any more. After emerging from bankruptcy, United “reformed” its frequent flyer program, Mileage Plus, twice. The first change jacked up the number of miles required for tickets, and the second change retroactively added expiration dates to stagnant accounts. That “premium” service between the coasts? It got a whole lot less premium post-chapter 11, when the airline’s last domestic coach meals were cut.

Most importantly, the employees became disillusioned, and often downright surly. It became a crapshoot: Would you be flying happy United or surly United today? The optimism and hope that existed during bankruptcy were gone.

Can you blame them? Workers gave up pay, benefits, and their stock in what had been a largely employee-owned company. And they saw the management taking big bonuses and large equity stakes in the airline after bankruptcy. Pilots and flight attendants were even protesting and picketing this week.

As a customer, I liked bankrupt United better.

So when I see Delta and Northwest celebrating their coming emergence from bankruptcy, I hope for the best, but expect the worst. Competition from lower cost competitors is relentless. Employees who gave up pay and benefits to keep the company afloat are looking for payback. The dark clouds are already on the horizon, especially at Northwest, whose unions are already up in arms at the big payouts the executives are scheduled to get.

So congratulations on exiting bankruptcy, Delta and Northwest. Please prove me wrong.

(image)

5 Responses to “Delta and Northwest leaving bankruptcy: Bad for passengers?”

  1. Donald says:

    The management grabs at UA and NW have been way out of line. Steenland and Tilton haven’t earned a fraction of what they are getting. Grinstein over at DL gets a big thumbs up for turning down a big stake in the post-Chapter 11 Delta.

  2. UAPremierGuy says:

    Well said. As a life-long flier of United, I have been mightily dissapointed with post-bankruptcy United. While I recognize that we can never return to the golden age of United, I would, occasionally, like to see the “friendly skies” of United that I once was so fond of. If Continental was convenient for me, I would jump, and take my elite business over to them in a heartbeat. Now there’s an airline that seems to still value the customer experience. At least United now serves Coke again…I’ll take what I can get.

  3. Peter says:

    Please add a link back to the original photo. Thanks!

    http://flickr.com/photos/joeshlabotnik/279563125/

  4. Mark Ashley says:

    Peter,
    There was already a linkback to the photo, since the day this post went up. See the bottom of the post, the (image) credit, which hotlinks to http://flickr.com/photos/joeshlabotnik/279563125/
    Am I missing something? Great photo, by the way.
    Mark

  5. Peter says:

    Sorry - it was hard to see. Glad you like my photos!

Leave a Reply

About | Contact | RSS Feed / Subscribe
Support this Site | Policies | Greatest Hits
In the News