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September 2012 - Cranky Flier

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Cranky on the Web (May 13 – 17)
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Topic of the Week: United’s Channel 9
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Who the F*&@ is Lion Air?
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Second of three M346 prototypes crashes
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Virgin America Loses More Money, Puts All Efforts on Going Public
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Cranky on the Web (August 27 – 31)

How to Navigate Airline Customer Service in Difficult Situations – Conde Nast Daily Traveler There was a story about a woman who missed her brother’s funeral because of a bunch of airline problems. That prompted me to write a post for CNTraveler...

Published Sat, Sep 1 2012 11:45 AM by The Cranky Flier

Filed under: Lufthansa, Customer Service, Delta
A Question About Content

It’s Labor Day here in the US and I’ve been enjoying my long weekend. That means there isn’t a normal post today, but I do have a question and this seemed like a good day to throw it out to the crowd. We at Cranky Concierge fight some...

Published Mon, Sep 3 2012 11:45 AM by The Cranky Flier

Filed under: Admin
Spirit Chooses Delays Over Cancellations and Missed Connections

Last week I wrote about Spirit’s flagging on time performance. Shortly after, I had a call with the airline’s Chief Operating Officer, Tony Lefebvre, to discuss what was happening. After talking to him, I got together with the masFlight guys...

Published Tue, Sep 4 2012 11:45 AM by The Cranky Flier

Filed under: Spirit
American Continues to Slog Through Bankruptcy While US Airways Goes Silent (On Purpose)

It’s been awhile since I wrote about the American Airlines bankruptcy, and there’s a good reason for that. Not much has happened. This thing is really proceeding at a snail’s pace and the pilots are a big reason for that. That doesn’t...

Published Thu, Sep 6 2012 11:45 AM by The Cranky Flier

Filed under: US Airways, Mergers/Finance, American
Topic of the Week: Direct Aisle Access in Business Class

Delta has been going on the offensive lately touting how it will offer direct aisle access to every passenger in business class. This is a stark contrast to United which has every window seat requiring a climb over the aisle and some airplanes with true...

Published Fri, Sep 7 2012 11:45 AM by The Cranky Flier

Filed under: United, Delta
Cranky on the Web (September 3 – 7)

In the Trenches: The Late Summer Lull – Intuit Small Business Blog The end of August is a very quiet time for us. That usually means that I can focus on longer term projects. Not this year. Read More...

Published Sat, Sep 8 2012 11:45 AM by The Cranky Flier

Filed under: Miscellaneous
Qantas Smartly Leaves British Airways for Emirates

There was huge news from down under last week when the rumored link between Qantas and Emirates was officially unveiled. This certainly creates some confusion around Qantas’s role in oneworld as the airline backs away from British Airways but it...

Published Mon, Sep 10 2012 11:45 AM by The Cranky Flier

Filed under: British Airways, Alliances, Emirates, Qantas
Honoring the Flight Crews That Died 11 Years Ago Today

It’s that dreaded day once again. Some have asked how long I’ll keep doing this tribute. Maybe ten years afterwards was enough. But in my mind, what happened on September 11, 2001 created such a dramatic change for our industry that I can’t...

Published Tue, Sep 11 2012 11:45 AM by The Cranky Flier

Filed under: Accidents/Incidents
Attention Airlines: Less Information is Never Better

There has been a disturbing trend lately where airlines have apparently decided that less information is better for customers. It’s a strange belief that the airlines somehow know what we want better than we do, and it’s incredibly frustrating...

Published Thu, Sep 13 2012 11:45 AM by The Cranky Flier

Filed under: United, Delta, SFO - San Francisco
Topic of the Week: Aloha Readers

For the first time in more than 3 years, I’m going on a real vacation. As you read this, I’m on my way to Maui, and I’ll be planting my butt on a beach there for the next week, fruity drink in hand. I have posts set to go live while...

Published Fri, Sep 14 2012 11:45 AM by The Cranky Flier

Filed under: Admin
Cranky on the Web (September 10 – 14)

In the Trenches: When Someone Leaves – Intuit Small Business Blog We had a concierge leave us this week and it couldn’t have gone better from a system perspective. (Don’t get me wrong; we’ll miss him.) Read More...

Published Sat, Sep 15 2012 11:45 AM by The Cranky Flier

Filed under: United, 787
American Eagle Becomes Just a Brand Like United Express and Delta Connection

I’m hanging out with the Humuhumunukunukuapua’a this week, but fear not. I have posts scheduled to go live. Today, we talk American Eagle. – The casual traveler might not realize this, but American’s regional operation is far different...

Published Mon, Sep 17 2012 11:45 AM by The Cranky Flier

Filed under: American, SkyWest
JetBlue’s Call Center Marketing Advantage Over Virgin America (Guest Post)

I’m busy enjoying some Maui onion rings right now, so I’ve lined up a guest post for your reading pleasure. Eric Starkman has read this blog for a long time and he had an interesting story to tell regarding outsourced call centers. Enjoy....

Published Tue, Sep 18 2012 11:45 AM by The Cranky Flier

Filed under: Virgin America, JetBlue, Guest Posts
How Spot Beams Will Help Panasonic Provide Faster Wifi Onboard for Travelers Without Ka Band

I’m enjoying a Lava Flow on the beach right now, so feel free to grab a glass and a tiny umbrella and join me while you read about what I learned about onboard wifi on my visit to Panasonic headquarters. – A couple weeks ago, the crew at Panasonic...

Published Thu, Sep 20 2012 11:45 AM by The Cranky Flier

Filed under: Inflight Entertainment
Topic of the Week: Would You Fly American?

It’s been well-publicized that American’s operational performance has tanked ever since it started imposing new contract terms of the pilots. The pilots really blew it by rejecting the last, much better offer. But management is playing with...

Published Fri, Sep 21 2012 11:45 AM by The Cranky Flier

Filed under: American

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