As a person who is responsible for creating systems and processes for an organization, I try to be gracious with other companies and organizations when they aren’t getting it quite right. But after my experience with US Airways last week and then hearing other similar stories I couldn’t help but share what I believe to just be a stupid business decision.
Decision: US Airways begins charging $20 per checked bag on all flights
Customer Response: Everyone opts to carry-on their luggage rather than checking their bags
Result: So many carry-on bags equals not enough overhead bin space. As a result some bags have to be checked anyway
Problem #1: Frustration; travelers who are trying to be frugal and efficient are now forced to check their bags anyway
Problem #2: Checking bags plane-side is not efficient, paperwork is sketchy and bags get losted
Result: US Airways now has to pay a courier service to deliver last bags to frustrated customers.
I’m pretty sure that the cost of courier delivery, not to mention loss of customer loyalty, is more than the $20 they were trying to make by charging for checked bags. Seems like a lose-lose to me. That’s stupid business!