Have you ever been stuck on a plane that has been grounded on the tarmac? If so, you likely understand how exceptionally frustrating it can be to be stuck inside a plane with dozens or even hundreds of people who are missing meetings, family events, and work and who are getting more frustrated by the minute. Studies show that in the past decade there have been numerous flights where passengers have been left inside of planes just sitting on the tarmac for ridiculous amounts of time. Passenger rights groups and citizens themselves have finally had enough, and as of April 2010, the Department of Transportation finally had as well.
The final straw was likely the ExpressJet flight back in 2009 that left a plane filled with passengers literally sitting on the tarmac overnight. Rather than simply cancelling the flight, which was to a destination not very far away, the airline essentially trapped passengers within the plane. Even Congress agreed that there was no need to leave passengers sitting in a plane with limited facilities and no food for so long, and they ended up charging the airline $ 175,000. To prevent such events from occurring again, the fee is now $ 27,000 per seat if the plane sits on the tarmac for more than three hours due to a delay.
While many airlines complain that this ruling will result in more cancelled flights, passengers and activists alike seem more than satisfied with the idea. When a flight is cancelled and a refund issued, passengers are free to make alternative arrangements. Whether this means booking ground transit or simply renting a hotel room for the night, the ability to have options is something that passengers certainly deserve and need. Passengers who have been treated well and who have been given options are much more likely to stick with the same airline than those who have been forced to spend the night in a crowded plane.
Studies show that a significant percentage of passengers really prefer a cancelled flight to the possibility of being grounded until weather clears up. While a small storm may only delay a flight by a few hours, a major even could create a delay that lasts for days. Offering passengers an alternative after only a few hours is certainly an improvement over the choices (or lack thereof) provided by most airlines up until now.
In all, the new ruling is certain to have many benefits for passengers. Even though it is being perceived as a headache by many airlines, the truth is that it is much more likely to help create brand loyalty. Nobody wants to feel like they are being forced to do something, especially when that something is sitting on a crowded plane or being forced to remain at the terminal until (and if) weather or other issues cease. Passengers today are looking for convenience and are finding it everywhere from parking reservations to free Wi-Fi. It’s about time airlines were forced to ensure that convenience is still offered even after tickets are purchased if proper services cannot be provided.