The shortsightedness of strangers: Delta’s wrongheaded boarding policy
Posted August 19th, 2009 by Antonia MalchikSometimes change requires a little rant. In this case, change over an obscure and confusing position taken by Delta Airlines, which is currently sucking Northwest into its maw (or vice versa).
I thought it was a fluke last May. I thought I was mis-hearing, that I was too distracted traveling alone with a toddler to catch the announcement. But this time I know what I heard, and I asked to make certain.
Delta Airlines now boards First Class passengers and Elite members before calling families and people in wheelchairs. This policy, which they have every right to pursue, makes me just a little sick.
Some of you might think it doesn’t matter so much. But try it sometime, being a parent or parents herding small children and babies, with all the damn strollers, diaper bags, car seats, sippy cups, beloved and droppable toys, and life-saving crackers onto a sardine can of a plane and hoping nobody goes too crazy.
Or try being in a wheelchair, disabled or shaky or injured or elderly, it doesn’t matter. You need a little extra time to maneuver and manage yourself and your things, and personally I’d prefer it without a lot of already seated, buckled, iPod-listening people rolling their eyes at the minor delay I’m causing them.
I might not like flying with my toddler so much, but there’s relief when I can finally herd him into the airplane and stop chasing him several miles all over the airport while trying to squeeze in water bottle filling and — heaven forbid — time to pee. At least once he’s on the plane he’s contained and sometimes even entertained.
Delta might not have thought much about this decision before they acted on it. Maybe they were trying to please their frequent flyers and higher paying customers in a shaky financial time. I get that.
But the message it sends is clear: If you’re traveling with kids, or need extra help or time getting on the plane for any reason, we don’t care about you. Unless you’re rich. Or working for a rich company.
It doesn’t matter that this message is unintended. Every other airline that I know of asks families, people in wheelchairs, or “anyone who needs a little extra time” to board the airplane first. And I’m sure Delta used to, too. There’s a good reason for it. Because these people need a little extra time.
The policies of several US airlines have been confusing me recently, but Delta’s above all. There was the flight attendant who told me, kindly, that I wasn’t allowed to use the Ergo carrier while in flight, and definitely never during takeoff and landing. Sorry? How else am I meant to keep a small person who doesn’t understand “sit down and shush” still?
Which reminds me of my shock when I found that no US airline seems to provide infant seat belt extenders for children riding on an adult’s lap. “You just hold him,” said a flight attendant. “No, you can’t put the seat belt around him.” When I flew British Airways with John at 8 months old, I was required to attach an extra seat belt for him. To me, “just hold him” makes about as much sense on an airplane as it does in a speeding car: none.
And then there’s the new enforcement of an odd rule that forbids passengers from using the seat pocket in front of them as a storage unit. “The pocket is not for your personal items,” one flight attendant announced. What the hell else is it for? Sure, I can see some people might overstuff it, but a small water bottle and a trade paperback? Take out the idiotic SkyMall catalog and there’d be room for plenty.
What really makes me laugh now, though, is the specific position in which you’re meant to hold a child riding in your lap during take-off and landing: they must sit quietly in your lap, sideways, with one of your arms half-hugging them and the other hand pressing a head against your shoulder. You try it, I want to tell them every time, with a wiggly, fussy, extremely strong toddler. I’ve received no less than 8 instructions on this position by now, and each time the attendant walks off, the occupants of all surrounding aisles turn toward me, roll their eyes, and whisper, “They have no idea what they’re talking about.”
Whoever makes these rules must not have children. I understand safety, but safety is a moot point when its directions are impossible to follow.
Not impossible would be to show respect to people who need more time to get on a plane. To many healthy young people traveling alone, it might not matter, but to me the preference shown for First Class passengers while letting families and wheelchairs and everyone else join the herd smacks deeply of injustice. And stupidity. Because as of Saturday I’m going to be paying for my son’s seats. And they won’t be on Delta.
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August 19th, 2009 at 1:07 pm
Not only that but unless first and business class have a separate entrance (as they sometimes do, but not always), surely it’s more pleasant for those premium passengers not to have the families and wheelchairs invading their space. If you let the families and disabled passengers board first, the premium passengers will be able to relax a little more once they do board.
August 19th, 2009 at 1:56 pm
Very good point, Caitlin. We had 3 flights each way this trip, and each time, while the First Class and business passengers were already comfortable in their seats, they got bumped, whacked, and kicked, by me trying to haul the squirming almost-2-year-old, my purse, and a diaper bag past them. Couldn’t have been pleasant. Maybe higher class cabins should be at the back of planes instead of the front?
August 19th, 2009 at 8:21 pm
Some parents swear by boarding at the last minute, but I, like you, appreciate the pre-board as a chance to get organized so we don’t have to move much once we’re all set up.
I’ve heard that a lot of airlines are doing away with the pre-board system. I’ve never heard of the seat pocket rule – that’s just silly!
August 19th, 2009 at 10:13 pm
I’m not saying that this is sensible, but perhaps the reason that they board 1st Class/Business Class passengers first is to get that first free drink served to them before the flight attendants have to fight the general boarding passengers as they back up in the aisle into the 1st Class cabin…
I’ve noticed that the 1st Class passengers seem to already have a beverage (not just the complimentary little plastic bottles of water) when we start boarding, or the flight attendant is attempting to take orders and get them served as the rest of us cattle get to our seats.
Does it make more sense? Probably not in terms of getting people settled and ready to take off on time. Probably so in terms of who’s paying the most to fly.
August 20th, 2009 at 8:00 am
I did think of that, Kathy, and it makes sense if you’re thinking about the time needed to serve the free beverages. But they often seem to be still serving those drinks as the rest of us are herding on; it must take some time, after all.
In any case, on balance I still think it makes less sense. Considering how miserable the whole flying experience often is, it seems most practical to accommodate the people who need the most time so that they don’t hold everyone else up.
I’m with you Corinne! With kids you’ve got to put up or stow a couple more bags, in addition to pulling out any food, drink, or entertainment that might be needed right away. It doesn’t take that much longer, but enough to jam up the works of people boarding behind you.
August 24th, 2009 at 9:52 am
I have never been able to make sense of the first class boards first situation. Why would you want to sit on the plane as others trundle through your flying living room when you could be parked in the lounge until shortly before take off? Would it not be better service to be kept in a quiet spacious place until the very last possible minute? Or am I the only one who thinks that, regardless of seating class, one should spend as little time on a plane as possible?
August 24th, 2009 at 12:33 pm
On international flights this is not usually a problem as there is a separate entrance for first and business class versus the rest of us mere mortals. In my experience international flights usually board premium class passengers and families and disabled passengers at the same time – through separate doors. I guess it depends on the size of the plane.
August 24th, 2009 at 7:09 pm
Pam and Caitlin, you’re both right. I’ve flown business class a few times (thank goodness for frequent flyer mile deals) on British Airways, and they usually have a separate entrance so there’s no delay for anyone. Still, as you say Pam, I prefer to wait as long as possible before getting on a plane, no matter how posh the seats. The only reason to do it for business/first is if you are flying international and want to guzzle as much free (sort of) champagne as possible. Yet another reason travel with children is not always all it’s cracked up to be …
August 24th, 2009 at 7:19 pm
On international flights, alcohol is free in economy class as well as first/business class. They don’t serve you while you’re still on the ground though, except in first/business.
August 26th, 2009 at 6:13 pm
Absolutely true. Those of us in the back have to wait for our booze, too
September 2nd, 2009 at 9:48 am
Thanks for this info! We will be flying Delta in a few weeks with our 2 year old & I was really hoping to preboard. Guess I won’t get my hopes up! We flew Southwest at the beginning of August & we didn’t get to preboard there, either, so the whole time I was hoping that everyone was enjoying me whackng them with the carseat & blocking the aisle as I dropped stuff. I hope airlines come back to reality & put families & those who need a minute first.
September 2nd, 2009 at 11:07 am
Well said Rebecca! It’s amazing how people race to get on ahead of families and wheelchairs/disabled/”needing more time” and then get all exasperated when it takes us longer and they get bonked by the diaper bag.
Sounds like a lot of airlines are doing this, if Southwest is, too? The check-in guy I asked said it was only Delta, and he rolled his eyes at how shortsighted it was, too.