Up in the Air 2010

As we head toward a new year it is a good time to look at what lies ahead when we head to the airport. In a phrase, it isn’t pretty. The thwarted on-board bombing on a Northwest flight headed from Amsterdam to Detroit portends increased airport security with the attendant longer lines and waits. I’m all for proper security though it is frustrating to see the TSA once again rushing to close the barn door after the horse is well down the road. Each new set of measures is aimed at the threat that has just occured, not the one looming ahead.

We need to learn from the Israelis and engage in greater behavioral screening (which is not racial profiling). Terrorists’ methods will change as they adapt to our defensive measures. What remains much more constant, however, are the wiring of the human brain, the body’s reactions to stress, and the signals that reveal someone is lying or being deceitful. Teaching airport security personnel to identify the behavioral cues consistent with illegal activity will be far more effective than investing in another generation of super scanners. New scanners and other technologies should be deployed randomly to keep terrorists guessing but universal deployment is a waste of time and money. The “thing” will never be foolproof and under-investing in human capabilities in order to buy more machines is short-sighted at best.

Further, we the traveling public must take seriously the role we have as first preventers and first responders. It was passengers who saved the Northwest flight and any of us may be called upon to take similar action. We are not merely along for the ride: we are part of the security system. While the TSA can be an easy target for our rage, we must accept some responsibility ourselves.

Meanwhile as the lines grow longer for the masses, airlines are rolling out more perks for those who have achieved the most elite status in their frequent flier programs. As the New York Times reports:

“Members at these levels, in addition to getting bragging rights, might be offered free access to airport clubs and automatic check-in, might get fees for extra bags waived, and might be allowed to go to the front of any line — and sit in the front of the cabin — even when other travelers paid more for their tickets.

Once inside those airline clubs, these elite fliers can get free cocktails and buffet meals, perhaps a shower, and in the case of some Delta clubs, practice time on putting greens.”

I have no issue with those who rack up buckets of miles getting extra benefits. Flying enough to get to that status takes a toll on the body, mind, home life, and more so a couple of free cocktails is small compensation. What bothers me is that these additional perks seem to come at the expense of even minimal levels of service in the main cabin. I don’t begrudge anyone their pass to the Red Carpet Club unless it comes at the expense of my on-board pillow. (Full disclosure: I have enjoyed elite status with various airlines from time to time though because of my varied travel schedule and preference for direct, non-stop flights as well as an editorial interest in sampling various carriers, hotels, car rental companies, etc.,  I’m not a mile slut who will do whatever it takes to get the most miles on a single airline. I generally fly steerage plus domestically).

One of my hopes for 2010 is that frequent flier programs get more rational. For example, the airlines shouldn’t encourage everyone who flies to become a member (it’s expensive to maintain those memberships and people who fly only a few flights a year won’t earn any free travel). Set a threshold for membership. This is what we did when I helped launch the first retail frequent buyer program (Mark Cross Preferred around 1984) and the threshold helped ensure that only frequent buyers were in the program and allowed us to make the benefits more generous because we avoided the expense of tracking purchases of occasional customers.

Second, the programs need to wean themselves from the sale of miles to be “given away” through marginally related third parties (like credit card companies). I know that the airlines like the cash as it helps them to offer seats at below cost (this twisted business model is fodder for another post) but it pollutes (and dilutes the effectiveness of) the program by mixing those who actually fly frequently with those who buy groceries using their Delta Amex card so they can get a free flight once a year to see the grandchildren. Keep the mileage accumulating opportunities related to the behavior you hope to enourage.

Third, and this is really a combination of the first two: it’s time for a giant flush of the system because there are far more miles accumulated than there are seats to fulfill them. Thus we find airlines sending us catalogs through which one can buy cameras and televisions using miles. Get back to a point where those loyal fliers who can’t make it to the double-dip elite super status still have some chance of deriving actual benefits from the program.

But enough ranting. Let’s end 2009 on a high note. If you haven’t yet seen Up in the Air, the new film staring George Clooney as an uber-traveler, fly on down to the nearest theater and grab a seat on the aisle. It’s well-written, well-acted, and quite thought provoking. And Vera Farmiga is a shoo-in for the Academy Award for best shot involving a neck tie. It might even encourage a resurgence in men’s neckwear (though perhaps more as lingerie then office attire).

Happy New Year! See you in the 10.

Photo: George Clooney in Up in the Air.