United has just changed its boarding process, according to a post by a United employee on popular frequent flyer website FlyerTalk. The post, which was made by Shannon Kelly, director of customer insights for the airline, asserts that changes to the boarding process will simplify it for all passengers.

Unfortunately, not all United flyers agree with this assessment, in particular the airline’s Gold and Silver elite flyers.

That’s because Gold and Silver elites will now board in United’s new “Group 2,” alongside MileagePlus credit card holders, who may or may not have incurred the financial, logistical and other difficulties involved in attaining United elite status, which entails flying between 30-60 qualifying segments (or, alternatively, between 25,000-50,000 qualifying miles) in a single calendar year.

Because the new process has decreased the number of non-elite boarding groups to three, it is likely that the change will be appreciated by the general flying public.

Likewise, Platinum elites will now board in “Group 1,” which was previously reserved for 1K and Global Service elites, as well as families traveling with small children, active duty military members and other passengers needing special assistance.

As a United elite flyer myself — and one who has now been relegated to group 2, alongside passengers who earned their “preferred” status simply by applying and being approved for a credit card — I am a bit disenchanted.

As I’ve articulated before, elite flyers’ expectations for priority service are more rooted in mathematics than entitlement, and I’m disappointed that United has made me once again question the quantitative value of my continued loyalty to its brand.

(Particularly because, in many ways, it still sucks, well in arrears of the airline’s botched merger with Continental Airlines.)

What do you think — is United’s new boarding process BS or a welcome change to an outdated system?

This past Monday, a Japan Airlines Boeing 787 Dreamliner caught fire at Boston’s Logan International Airport. Although the cause of the fire, which was widely reported in the mainstream media, is not completely understood, investigators generally agree that it has to do with the airliner’s lithium-ion battery pack.

Following the incident, when fellow 787 operator United Airlines inspected its 787 fleet, it discovered that a defect existed with one its batteries that might cause a similar problem in the future.

Because of these developments, the National Transportation Safety Board has decided to launch a safety probe, which isn’t necessarily problematic on its own. But if the report finds that inherent flaws do exist in the 787′s lithium ion battery pack, an auxiliary power unit that’s key on long-range missions for which the aircraft was designed, it could spell trouble for the 787 in general.

The world’s first all-composite aircraft, the 787 has far has been characterized by unexpected delays — it took to the skies in 2012, more than four years behind schedule — and criticism from all around, including from Air India, who cancelled its 787 order due to the problems surrounding the 787 program.

The situation could prove difficult not only for airlines who have yet to take delivery of the 787, but for current operators like United Airlines, who have ambitious plans to deploy the aircraft to fly routes that were previously unfeasible from an economic perspective.

Indeed, the Boston-Tokyo route the aforementioned Dreamliner was about to fly when it caught fire started only once Japan Airlines’ 787 went into service, since traffic between Boston and Asia is not robust enough to fill a larger long-range aircraft, such as the 777 or 747.

Another potential impact of this incident is that air travelers, whether because of legitimate facts or media sensationalism, might soon become afraid to fly the 787.

Will you?

I was sort-of delighted when I heard about the man who was recently restrained onboard an Icelandair flight from Reykjavik to New York, even if the accompanying picture was disturbing: It was a example of airline crew actually protecting the safety and security of air travel, something that’s becoming increasingly rare.

According to a New York Times blog post about the incident, passengers and crew member restrained Andy Elwood after he consumed all of his duty-free liquor allowance onboard the flight, and subsequently became belligerent and, according to some, violent — with duct tape.

It sounds extreme, to be sure, both the method of restrain and the reasons people aboard the Icelandair plane felt compelled to take action. But what it highlights to use here at BadAirline how ineffective airline staff can often be at actually protecting air travel security, the extent to which their TSA/government counterparts often undermine it notwithstanding.

For example, you might remember the recent incident where a US Airways flight attendant threatened to arrest an economy passenger for using the first class lavatory, or where Delta Air Lines checked in the wrong elderly Asian woman for a flight to Tokyo, placing the security of a huge international airliner at risk.

More generally, airline enforcement of ridiculous FAA policies about things like onboard electronics use does little to protect the safety of air travel, even if it doesn’t actively make flying more dangerous.

But airline behavior often does. Have you ever had an experience where an airline’s behavior, whether on the ground or in the cabin, has made your flight less safe? If so, leave it a comment below, tweet it to us on Twitter or visit the Airline Report Card for the offending airline and leave it in a comment there, along with a corresponding rating.

Let’s hold airlines accountable!

A few months ago I was having trouble finding Japan airfares, so I began to toy with the idea of actually calling United Airlines, even if it meant paying the compulsory $25 phone reservation fee.

But then I remembered: Since I’ve made an effort to fly only United and its Star Alliance partners the past several years, I now have elite status and get the fee waived.

And I get bumped to the front of the line, too: When I called up the United “Premier Services” desk, it rang straight to a customer service representative, who helped me find the flight I needed in minutes.

United rewarded me for my repeat business; I reward them with more repeat business. This is a customer loyalty scheme, working beautifully.

Unfortunately, several articles have come online in the past week or so (in particular this one) attacking elite passengers like me for their, well, elitist behavior.

Now, the author of the aforementioned article cites behavior, such as kicking seats and punching trays, that borders more on “childish” than “elite.” And that, of course, is unacceptable.

But to even use the words “elite” (when speaking of air travel, mind you) and “entitled” in the same sentence seems wrong to me. I mean, most elite flyers — and certainly, this elite flyer — pay significantly more to our airlines than Joe or Jane Passenger. That we feel we deserve perks or freebies isn’t a matter of entitlement; it’s a matter of mathematics.

It’s not that elite flyers have set their standards too high — it’s that Joe and Jane passenger have set their standards too low. And airlines, who know that their ordinary passengers have set such low standards, are taking advantage of Joe and Jane, and their little dog, too.

For example, you might remember the story I posted a few weeks ago, when US Airways threatened to arrest a coach class passenger who was sitting in the front of his cabin and, because of the severity of his, um, urge, chose to use the first class lavatory.

Or maybe you’ve read about Delta Air Lines and an elderly Asian woman named Va Yang? Oh, you didn’t? Well, when Ms. Yang attempted to check-in for a flight to Tokyo a few weeks ago, Delta informed her that she — meaning another elderly, Asian woman — had already checked in.

(What they really meant to say is that they, in issuing a boarding pass without having properly scrutinized a passenger’s identification, placed the security of an international airline at risk.)

And Delta’s been in the hot seat more than once in recent weeks. Who can forget the humiliation to which they subjected a disabled U.S. Marine?

Do you see what I’m saying now?

If you have a bad airline service experience, don’t blame it on “entitled” elite passengers who, for some strange reason, expect that they should receive more for having contributed much more than you to the airline’s bottom line.

Rather, hold airlines accountable for their crummy service, using BadAirline’s airline report cards, or by simply making your voice heard.

If you happen to be flying this holiday season, we here at BadAirline wish you the best of luck. (And we realize that unfortunately, you’re probably going to need it.)

Provided that you don’t experience catastrophically bad airline customer service — being confused for another passenger, for example, or threatened with arrest for using the wrong lavatory — we believe this holiday air travel advice will serve you well.

1. Don’t allow yourself to be moved to another flight

Airlines have not only gouged passengers with inordinately high ticket prices this holiday season, but have oversold their flights by a large margin. Although airlines can and will ask for passengers to volunteer their places on flights, you are under no obligation to give up your seat. Don’t allow yourself to be intimidated!

2. (…Unless you want the money or miles!)

If your travel plans are flexible, however, you might find giving up your seat on your original flight advantageous. Airlines offer rewards, sometimes very lucrative ones, in exchange for surrendering your seats, often extending into the hundreds of dollars or tens of thousands of miles.

3. Follow the Golden Rule

Let’s be honest: It sucks as much to work during the holidays as it does to travel. Although flight attendants and gate agents may seem more surly and annoyed than usual, being rude back to them is just going to aggravate it. Smile at everyone you see, wish them “Happy Holidays” and who knows — maybe you’ll get a “Christmas miracle,” i.e. great service through your travel process.

4. Expect the worst, but hope for the best

Indeed, optimism is a much better attitude to have than cynicism when it comes to air travel, even if you do occasionally have to file airline complaints. While you shouldn’t be shocked if you experience long wait times, rude service or outright pandemonium, there’s nothing to say an airline employee won’t go out of his or her way to accommodate you.

5. Don’t be afraid to speak up

As I mentioned earlier, it sucks to work during the holidays. But that’s not license for airline employees to treat you like a pile of coal! If you do happen to be treated poorly during your holiday travel, don’t be afraid to make your voice heard, even if customer service queues are long. Or, you can just come here to complain!

While flying from St. Louis to Austin (via Houston) yesterday morning, I struck up a conversation with my seatmate, a healthcare consultant who’s currently based in Oklahoma City. We bonded over our love of travel in developing countries, our Star Alliance elite status and many of our travel-related opinions.

Among them was airline customer service: We both agreed that Asian and Middle Eastern airlines tend to do it best. We likewise concurred that the age of airline cabin crew often correlated to the quality of service provided.

Now I realize that the subject of age, particularly when it comes to age-related discrimination in employment, is contentious. And the point of this article is not to suggest that western (and in particular, U.S.) airlines should decrease the number of older flight attendants they hire.

To be sure, I think my airline customer service issue has less to do with the numerical age of a particular flight attendant, and rather his or her seniority with the airline — an “employment age” or sorts.

In my experience, flight attendants who work in their positions for long periods of time — who, incidentally, are the most likely to be providing service on long-haul flights — are most likely to be short or even downright unpleasant in their interactions with customers.

Take the one onboard my Houston-bound regional jet yesterday, for instance. “You’re going to have to wait a minute,” she barked at me, as I attempted to politely scoot past her in the while en-route to the lavatory. “I’m having a conversation.”

And hers was hardly the worst service I’ve experienced. I’ve received my fair share of terrible airline meals flat-out dropped down in front of me; seen eyes roll all the way back when asking for additional information about food, beverage or duty-free offerings; and been told to “deal with it” when my in-seat entertainment wasn’t working — on an 18-hour flight!

It isn’t age, but the contentment and even entitlement that comes along with seniority — and, I would also argue, union membership —  that fuels poor in-flight service. And yet it’s often more than just poor service, in the most literal sense of the word.

It’s a poor attitude, complete with words and gestures that suggest passengers are infringing on flight attendants’ good graces, as if people trapped in a metal tube miles above the ground have someplace to be.

It’s the ridiculous notion that individuals who are being paid solely to care for the safety and comfort of customers should have priorities that supersede doing the job for which they’re paid.

As far as the solution, I can’t say for certain what that is. Decrease the importance of seniority when bidding for routes? Make a more conscious effort not only to meet old-age related hiring quotas, but to hire a manifestly diverse group of candidates, irrespective of particular criteria?

Or — and this seems to be the most novel concept of all, when it comes to the airline industry — hold rude flight attendants immediately and harshly to task for their conduct?

What do you think?

If you’ve ever boarded a flight at any point in your life, you know the routine: Passengers with small children and other passengers needing special assistance get to board first. Individuals without the use of all four of their limbs fall into that latter category, right?

Not when you fly Delta, apparently. Fresh off the heels of a boarding pass mix-up that put the safety of an international airliner at risk, Delta Air Lines has done it again. According to US Marine Corporal Christian Brown, the fact he was refused early boarding was the least of his worries.

Brown, who was flying Delta from Atlanta to Washington, D.C., alleges that “staff” (who might’ve been airport contractors or Delta Air Lines employees) wheeled him through the cabin of the packed airliner just moments before the aircraft door was closed, which caused him to feel “humiliated.”

Perhaps worse was the fact that although several premium-cabin passengers offered their seats to Brown, the staff members in question insisted that seat swaps would delay departure, and refused to re-accommodate Brown.

Some on other blogs have attempted to absolve Delta of fault by pointing out that Brown, who claimed to have had a 104 degree fever, should not have been flying. Technically speaking, this is correct: Pressurized airplane cabins not only do little to alleviate peoples’ sickness; they are incubators for said sickness to spread.

But who is a journalist to question someone’s motive for flying? For all anyone knows, Brown was en-route to a once-in-a-lifetime event.

Another common “Devil’s advocate” argument has been that Brown’s story wouldn’t have become national news, had he not been a member of the military. But again, I ask: Doesn’t the pre-board group of a particular flight usually include persons needing special assistance, regardless of military status?

What is your take on this story? Leave a comment below, or if you too have had a negative experience flying Delta Air Lines, file a complaint about Delta.

One of the rebuttals I receive most often when I tell people I’ve created a consumer advocacy tools for air travelers is that economy passengers shouldn’t expect good service.

“Planes are like buses these days,” many will say. “And unless you pay to be up front, you shouldn’t expect anything more that arriving to your destination safely.”

They have a point. I mean, most airlines no longer offer free meals or alcoholic beverages on short-haul services; an increasing number charge you for drinks and even using the toilet. In very literal terms, you get what you pay for — and only what you pay for — when flying.

But my line of thinking when I conceptualized and subsequently launched BadAirline was not that airlines should offer travelers additional amenities or perks free of charge — I simply thought a bit of dignity and respect was in order.

For example, I don’t think airlines should threaten to arrest economy passengers who use the first-class lavatory in emergency situations. Likewise, I think properly checking customer IDs at check-in is a good habit to get into.

Now, I understand that airlines would probably like staff to pay special attention to the 10 or so customers who’ve paid $10,000 for their seats. But does raising the service bar for one segment of customers mean that you have to lower it for others?

I mean, it’s not like cabin crew or ground staff receive extra pay when the average ticket price of a particular flight is higher or lower, although long-term price trends may affect their salaries in the long-term. There is no just as little financial incentive for an airline staff member to be overly nice to a premium passenger as there is to treat someone in the coach cabin like crap.

(Interestingly, Cathay Pacific employees recently announced that they would be flashing smiles to nobody during their current strike.)

Anyway, I’m interested in your take — is it unrealistic for passengers in economy class to expect courteous, friendly service?

I have a confession to make: The last time I turned my cellphone off when an airline crew member told me to do so was on September 16, 2005, onboard a Southwest Airlines flight from Phoenix to Los Angeles.

My seatmate laughed out loud as I frantically removed the Nokia from my pocket — before the stewardess even put down her microphone — and pressed down its power button and if I was trying to crush the phone in my hands.

“You know there’s no point in doing that, right?” He said.

I looked around to make sure no flight attendant were nearby. “How do you know that?”

“Well, I’ll explain that in a minute if you want,” he answered. “But I fly a lot and never switch my phone off — and none of the planes I’ve been on have ever crashed.”

I never did ask the man to explain the scientific basis behind his rationale; his record was convincing enough. Instead, I simply stopped heeding the call to turn my cellphone off. And hundreds of flights later, lo and behold, I’m still alive.

To be sure, copious amounts of scientific evidence now back up the long-held assertion that modern cellphones present no threat to the safety of airlines. In fact, a whole spate of airlines, from Emirates to Malaysia Airlines, now allow in-flight voice calls on select routes.

So why does the FAA continue to perpetuate this myth with laws that outright ban the use of cellphones in flight?

My guess is that it’s because (a) people are simply too lazy to do the research themselves and (b) the authority figures enforcing the FAA’s ban are even less inclined to question the veracity of policies they enforce on a daily basis.

Just this morning, in fact, I got into it with a crabby United flight attendant on the sunrise departure from Austin to Houston. I made the mistake of flashing my switched-on iPhone exactly one second after cabin crew told me to switch it off.

“Completely off,” she barked. “No airplane mode!”

I rolled my eyes and slid my powered-on phone into my pocket.

Do you keep your cellphone on during flights?

The big aviation news of the week is that Delta Air Lines has acquired a 49 per cent stake in Virgin Atlantic from Singapore Airlines, who purchased its stake in the airline back in 1999.

Among other tangible changes the deal will bring, Delta will now be able to sell seats on 31 daily flights from North America to London, including many on the coveted JFK-LHR route. Some even speculate that Virgin Atlantic, which is as of yet independent of airline alliances, will join SkyTeam, home not only to Delta, but to Air France-KLM, Vietnam Airlines and Kenya Airways.

While I’m happy for the latest of many smart business moves on Delta’s part, I can’t help but wonder why such an apparently great airline can’t acknowledge its customer services mistakes. You know, such as the one I posted about yesterday.

To refresh your memory, the date was November 26; the place was Minneapolis-St. Paul International Airport. The passenger was Va Yang, only it wasn’t — Delta issued Ms. Yang’s boarding pass to a different elderly Asian woman, and subsequently refused Yang boarding, placing the security of an international airliner at risk. The TSA also failed to catch the slip-up.

As of now, complaints made to Delta by Ms. Yang’s family have gone unacknowledged; she has received neither an apology not compensation for her troubles.

And since Ms. Yang’s grasp of English is questionable, she did endure trouble: She had to make the Pacific crossing the next day, without family who was forced to go on without her, and even missed the welcome party scheduled in her honor for the date of her planned arrival.

If you think Delta should care as much about the impact its customer service has on individuals as the impact huge business transactions have on its bottom line, share this story or the one I posted yesterday.

There’s no good excuse for a major airline to disrespect a passenger and compromise the security of a massive jet without apologizing profusely — and publicly — for it.