The US carriers are not always popular with consumers. The things that I like about American Airlines, Delta Air Lines, and United Airlines were the subject of my recent posts. There are no perfect airlines and they all have weaknesses and strengths.
I wanted to share what I don't like most about each of the carriers in this post. Most of my points are intended to be more big picture, but in a few cases I will share some of the drawbacks of the experience offered by each airline.
I want to hear what OMA AT readers think after I share my take.
I don't like American's lack of a strategy and international route network.
I feel like American is always having an identity crisis and lacks a strategy. The airline wants to be all things to all consumers and is competing with everyone.
Flagship First Dining facilities were opened by the airline at the same time they were ripping out TVs from narrow body airplanes. American went from ripping business class seats out of long haul jets to introducing super premium long haul jets.
It's not just that this impacts the hard product, but I also think it's not good for employees as they don't know what kind of product they're supposed to be delivering What is the goal that American employees are supposed to achieve?
There is value in having a consistent strategy. United intends to increase the number of premium seats across the fleet. I don't know what American's strategy is.
American is the largest airline in the world and has the most bland international route network of the three US carriers. American is adding frequencies out of Charlotte and Dallas while United expands to places like Cape Town. American has added some new services, like to Tel Aviv, but its network still can't compete with United's.
I don't like any of the things Delta has to offer.
Let's start with the topic of arrogance. Delta has better customer service than American and United. Delta employees know how to take care of their customers and seem to like their job.
I think the company lacks humility. The competition is not as good as Delta is. Delta management is aware of that and thinks they are better than they are. A little humility would go a long way in my opinion.
Delta Skymiles is next. I don't find Skymiles to be worth much for those looking for aspirational redemptions. I like the simplicity of SkyMiles, but the lack of redemption opportunities makes me not want to join the program.
Delta's Boeing 767 fleet is a big disadvantage. Delta has older planes that are maintained better than competitors. The most common long haul aircraft is the Boeing 767. I think these are the worst wide body business class experience you can find on any of the US carriers. The difference between Delta and United's 767-300 business class is not always obvious.
The two things I don't like about United are the service and the wi-fi.
Service is the first thing we want to start with. I think United is moving in the right direction. The airline has an amazing route network and is investing in it. I would argue that United is a better airline than Delta because of its service.
When it comes to service, United is in the same league as American, but not the same one as Delta. Oscar Munoz talked about how United had a customer service renaissance under his leadership.
It's true that people aren't being dragged off United flights, but it doesn't match my experience Good and bad apples are the same thing. In my experience, the customer experience that United offers is not as good as Delta's.
I still hear gate agents barking at passengers, threatening how big the fines will be if their bags are too big, and starting every announcement with "once again", "Listen up dummies, I'm repeating myself".
Flight attendants talk in fragments rather than complete sentences, and smiles cost more. The flight attendants on the United Polaris flight that I took the other day addressed passengers by their seat number.
Don't get me wrong, United has some really lovely flight attendants, but to suggest that the culture has evolved significantly and that United employees are always friendly is just not right.
It would be a big deal if United could get on Delta's level. It is difficult to change a company's culture in that way.
The current state of United's wi-fi offering is awful. American and Delta are in a league of their own when it comes to the speed and reliability of high speed wi-fi.
I decided to share my major criticisms of the airlines after I wrote about all of the good things about the carriers. When I think of the negatives of the airlines, they come to mind.
Do you agree with any of my views? What do you think about each carrier?
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