Flight Blog

 

If you’re reading this post there’s a good chance we directed you here from social media. We’re asking you to read this because you think the airport is responsible for an airline problem.

Let’s talk about two questions:  what is the airline responsible for, and what is the airport responsible for?

Start with airlines —

Airlines do the following; this is not a complete list:

  • They sell tickets and provide transportation on airplanes.
  • They determine the cost of ticket.
  • They fly airplanes.
  • They cancel flights.
  • They update the flight schedules displayed on video screens at airports.
  • They staff the ticket counters and gates.
  • They park and push back airplanes at the terminal.
  • They load and unload your luggage.
  • They are responsible for lost or damaged luggage.
  • They de-ice airplanes during winter weather.
  • They maintain and repair airplanes.

The "Airport" owns, operates, and maintains the physical facility on the ground: the terminal, runways, taxiways, and so on.

The airport leases space to the airlines from which they do business. Airport leases do not include airline performance standards. Why? Because airlines won't agree to them. Bottom line: airlines are responsible for how they conduct their business at the airport and in the air.

Why tell you all this? Because a lot of folks think the airport is responsible for airline operations/customer service. In fact, they’re often encouraged to think so.

Here’s an example we received on the airport Facebook page:

CUSTOMER: “Quick question. The plane was here last night 2/9 and everyone knew about the tire issue with the plane. The announced the issue right before our scheduled boarding time. This caused over an hour delay that could have been prevented by having the maintenance crew come in and fix the issue. Why did this not happen?”
 
Customer questions like this raise another question — why was the customer convinced that the airport was responsible? Did they just assume that, or did someone tell them it was the airport’s fault?

Based on experience we know airline employees sometimes tell customers things like this: “the airport maintenance crew didn’t fix the tire.”

At best a statement like this is sloppy use of the language. It uses “airport” as a collective word to refer to everyone who works at the airport, be they airline employee, TSA employee, restaurant employee, or someone who actually is an airport employee.

At worst it’s deliberate deceit meant to deflect blame from the airline – the airline employee knows most customers will assume that it means “the airport” is responsible for airplane maintenance.

A more accurate statement would sound something like this: “our maintenance crew didn’t fix the problem.” Or this: “we didn’t get the problem fixed in time.”

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"Ladies and gentleman, the airport de-icing crew is short staffed so we’re going to be delayed."

"Folks, we're waiting for the airport ground crew to park us at the jet bridge."

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From now on, when you hear statements like that, you'll have a better idea of what's going on.

Here's our bottom line ...

Even though the airport doesn't control airline operations we do try to exert influence. When we see patterns (such as consistent problems with de-icing), we bring it to the airline’s attention. We’ll ask airline managers: is there something the airport can do to help? What can we do to improve this?

These conversations are touchy. No airline likes to be told how to run its business, so the airport has to walk a fine line, but we clearly make the point that no one (airlines or airport) looks good when avoidable problems occur. And it hurts the customer.

We take this approach because airports don’t have a cudgel to hold over airlines. As mentioned earlier, airlines will not accept contractual performance measures in airport leases.

Having said that, here's a final thought ...

Ultimately, if you want your concern to make a difference, please direct it to the reposnsible airline. If enough customers do that, it could get the airline’s attention. And please know this: if the issue at hand really is an airport problem, we’ll be the first to say so.

Here's contact information for the airlines that serve Springfield:
 

ALLEGIANT
702.505.8888

Click here for Allegiant customer service information

Allegiant Twitter page

Allegaint Facebook page

 

AMERICAN
800.433.7300

Click here for American customer service information

American Twitter page

American Facebook page

 

DELTA
800.221.1212

Click here for Delta customer service information

Delta Twitter page

Delta Facebook page

 

UNITED
800.864.8331

Click here for United customer service information

United Twitter page

United Facebook page

 

 


Jul 13 2017 "That Carpet is Decidedly Chill" BY sgf-adminTAGS General, Misc.

 

What do you call a selfie of your feet — a footsie?

Never mind …

Feet selfies are a popular social media thing. But when people do it at this airport it usually has more to do with the carpet.

Yes, the terminal carpet has become a social media thing, but it hasn’t always been so …

 

 

Back in 2009, when the terminal opened, one crank disliked the carpet so much he wrote a letter to the editor: the carpet triggers vertigo!!!

The newspaper printed it. Hook. Line. Sinker.

These days haters are few and far between. Oh, they’re still out there occasionally, but the carpet seems to have grown on folk.

Instagram is where the carpet typically shows up. We’ve included a sampling, along with an image from a brochure we printed when the terminal was being built. It explains what the carpet is all about, along with the rest of the building’s architectural details.

Be sure to read the comments that accompany the photos. You’ll note some people mention “PDX carpet.”

Portland International Airport (PDX) is the airport in Portland, Oregon. The carpet there is also a thing. You can check it out here: http://gizmodo.com/how-the-portland-airport-carpet-became-a-hipster-icon...

 

 

 

 

 


Jun 30 2017 Flashback Friday BY sgf-adminTAGS History, Midfield Terminal

 

Rock.

Anyone who’s ever put a shovel in the dirt of North Springfield knows there’s a lot of it — tough rock. Mean rock. 11 years ago today a bulldozer driver found out just how mean …

A squadron of big, tough Caterpillar D11 bulldozers occupied the airport that morning. They moved dirt and rock for construction of the new terminal.

Lots of back and forth between the contractors: “Can we bulldoze that rock or will we have to use dynamite?”

The earth moving contractor put money on the Cats. That’s because some of them had what’s known as an “impact ripper.” It’s basically a bit steel tooth that hangs off the back of the bulldozer. It rips rock out of the ground.

The sun got higher and the Cats were hard at it. One of them pulled up in front of the camera and stopped. The driver pushed a lever and the big ripper sank into the ground.

Then he stomped on the gas. The Cat belched black smoke, groaned, and groaned some more. Stuck — the Cat couldn’t move — the rock would not relent.

The driver stomped some more. Suddenly a loud, high pitched “BOING” filled the air. The Cat lurched forward.

To our amazement that high priced tempered steel tooth had snapped in two — most of it was still in the ground — exactly where the Cat driver had put it.

Within a few days the smell of dynamite filled the air.

Never did hear what happened to the tooth. Did the insurance company want it for inspection? Perhaps the manufacturer wanted to analyze it?

Or maybe it’s still out there — under the north end of the terminal ramp — buried under the dirt and rock.