easyJet Overbooking

[clifford]

Sound familiar?
Couple ordered off overbooked easyJet flight at Luton one day after United Airlines scandal | The Independent

 

[JohnK]

Very sorry to hear.

This process of "predicting no-shows" has to stop. This is 2017 and people make plans such as holidays months in advance and can't have last minute interruptions. Annual leave or self-employed workers telling customers they will be away is loss of income.

And a flight 4 days later? What warped thinking thinks this is acceptable?

 

[Virgin Bart]

Very sorry to hear.

This process of "predicting no-shows" has to stop. This is 2017 and people make plans such as holidays months in advance and can't have last minute interruptions. Annual leave or self-employed workers telling customers they will be away is loss of income.

And a flight 4 days later? What warped thinking thinks this is acceptable?

My only concern about this is the three rules were broken. I accept overselling happens.

 

[JohnK]

My only concern about this is the three rules were broken. I accept overselling happens.

It's the arrogant airline culture of we do what we want when we want.

 

[equus]

Very sorry to hear.

This process of "predicting no-shows" has to stop. This is 2017 and people make plans such as holidays months in advance and can't have last minute interruptions. Annual leave or self-employed workers telling customers they will be away is loss of income.

Whilst I agree that there needs to be better protocols dealing with bumping or impacts to pax confirmed on a flight - with real teeth to prevent airlines taking liberties, I disagree with "predicting no-shows" has to stop.

Everyone immediately relates predicting no-shows with over selling, or pax booking refundable tickets, and then not showing up. In reality, Other than LCC with strictly point-to-point operation, I would expect the largest proportion of no-shows and subsequent over-loads are due to irrops and misconnects.

If an airline is to have any chance of service recovery after the inevitable (and get those pax where they need to be as best they can), then they had better be good at predicting (and monitoring) the no-shows, and subsequent demand impacts. Once that capability exists, then actual overbooking for revenue (to keep the other fares down), should be manageable.

It is not the practise of overbooking that is the issue, it is the service recovery when things don't work out that it the problem. Too often the "reward" side (extra revenue) becomes disassociated from the "risk" (cost) side of adequate compensation and service recovery. What started out as a certain net benefit of many small rewards being in excess of the occasional large cost, ends up being keep the rewards, and try and avoid the cost. The issue is really just keeping the system honest, such as the EU regulation attempts to do. As in this case, the mark is overstepped and the regulations flouted (where deliberately, or by creative lack of training etc.), then the cost has to be made sufficiently large to restore the balance.

Hopefully, the reaction to these current incidents has the potential to redress the balance.

 

[SuzieQ68]

How often are we hearing now 'further training will be implemented to ensure that our staff are aware and take the appropriate course of action blah blah blah'.

Unfortunately overselling does and will continue to happen, but I agree with equus that it's the recovery from the situation that makes all the difference to the customer. Staff must be fully trained in all aspects (moral and legal) of their role BEFORE they get in front of the public. To keep using the 'further training' line starts to become like the boy who cried wolf after awhile - it just doesn't wash. If they're unsure - ask, before blindly leaping into the mire.

The attitude of some staff gets me too. Sure, they have bad days like everyone else and I'm absolutely sure that they cop more flak than they should, but if I approach with a good attitude and a polite manner, don't lose it at me because you're having a bad day or had a bad customer before me.

So far (as she touches wood), we've been fairly lucky with the overselling/attitude of staff side of things. Couple of issues here and there, but nothing like what's being reported currently. Question, has this always been happening or it's the advent of social media that's taking it to a whole new level....??