The Hassle Factor

“Hassle” is the main reason—among the people I know, at least—why people choose to drive more and fly airlines less. But what do people mean when they complain about the “hassle” of airline travel? Is it the fault of the airline itself? The airport?

Folks, I submit that it is all of the above. What gives me the right to say this? Just the fact that I’m one of those driving more and flying less.

Airlines, like retailers of many things, have found that the masses (and I’m about as massive as anyone) want—first and foremost—cheap travel, so that’s what airlines provide. They do this by providing less service, less courtesy and less room on the airplane.

Then they charge you extra for everything. I’m not the only traveler who expects to find coin slots on the bathroom door in the near future.

At the airport, TSA adds to the hassle’s factor. The fact that TSA does it better and more politely these days helps some, but not much. This, of course, is not the airport’s fault, but by this time the typical passenger is ready to be mad at any and every thing in sight.

The odd thing is that some companies manage to thrive on cheap prices while keeping the customer happy at the same time. Walmart manages to do that outside of aviation. Southwest manages to do it within aviation.

Perhaps it’s a matter of attitude. Most airlines seem to be irritated because the customer wants cheap travel. Southwest seems to take pride in providing it.

I now live too far from the nearest Southwest-served airport to use the airline often, but, every now and then I make that long drive. This month I have one of those trips.

Why am I driving so far to fly Southwest? I’ll answer honestly. The hassle factor is so much lower. It’s that simple.

Methinks our industry needs to rethink.

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