Business travel as we’ve known it is a thing of the past. From Pfizer Inc., Michelin and LG Electronics Inc. to HSBC Holdings Plc, Hershey Co., Invesco Ltd. and Deutsche Bank AG, businesses around the world are signaling that innovative new communications tools are making many pre-pandemic-era trips history.
Take Akzo Nobel NV, Europe’s biggest paint maker, for instance. At its Amsterdam headquarters, Chief Executive Officer Thierry Vanlancker has spent the past year watching his manufacturing head, David Prinselaar, flap his arms, madly gesticulate and seemingly talk to himself while “visiting” 124 plants by directing staff with high-definition augmented-reality headgear on factory floors. A task that meant crisscrossing the globe in a plane before is now done in a fraction of the time — and with no jet lag. For Vanlancker, there’s no going back.
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After a surge in bookings early this summer, U.S. airline passengers are planning fewer trips as the spread of the coronavirus Delta variant continues to discourage travel.
Spending for the Labor Day holiday was down 16% from 2019 as of Aug. 21, while bookings were off 15%, according to the Adobe Digital Economy Index. The weekend typically marks the end of stepped-up summer travel for U.S. carriers and demand often rises as families seek to squeeze in a last trip before school resumes.
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DENVER -- On a recent Monday morning, Necole Lowe, the recruitment head for Prospect Airport Services here, sat behind a table at Denver Airport's outdoor plaza, where a job fair was underway.
Prospect, which contracts with Southwest, Delta and Frontier to provide wheelchair attendants and baggage handlers in Denver, has a bit more than 200 workers on the payroll. Full staffing in Denver would be at least 250 employees, Lowe said.
In its effort to close that gap, the company has raised its lowest entry-level wage to $15.50 per hour from $14.50 per hour. Managerial pay has also been bumped up a dollar, to $19 per hour.
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August 3, 2021
Dear Airport Leaders:
During the last year, the aviation system has faced many challenges due to the COVID-19 pandemic. We will continue to see new challenges that require the entire industry to work together as the burgeoning recovery takes off.
As the number of passengers traveling has increased, so has the number of unruly and unsafe behavior incidents on planes and in airports. The FAA adopted a Zero-Tolerance policy toward this behavior on airplanes earlier this year, and we are taking the strongest possible action within our legal authority. But we need your help.
While FAA has levied civil fines against unruly passengers, it has no authority to prosecute criminal cases. Every week, we see situations in which law enforcement was asked to meet an aircraft at the gate following an unruly passenger incident. In some cases, flight attendants have reported being physically assaulted. Nevertheless, many of these passengers were interviewed by local police and released without criminal charges of any kind. When this occurs, we miss a key opportunity to hold unruly passengers accountable for their unacceptable and dangerous behavior.
Our investigations show that alcohol often contributes to this unsafe behavior. The FAA requests that airports work with their concessionaires to help avoid this. Even though FAA regulations specifically prohibit the consumption of alcohol aboard an aircraft that is not served by the airline, we have received reports that some airport concessionaires have offered alcohol “to go,” and passengers believe they can carry that alcohol onto their flights or they become inebriated during the boarding process. Airports can help bring awareness to this prohibition on passengers carrying open alcohol onboard their flights in 14 CFR 121.575 through signage, public service announcements, and concessionaire education.
Many of you are already showing our Zero Tolerance video in your passenger lounges and other common areas. You might be aware that our robust public education campaign included a short “Kids Talk” PSA, where children talk about the importance of behaving properly on a flight. We ask that you also show this PSA in any location in your airport where it might catch passengers’ attention, particularly in boarding areas.
We have the safest aviation system in the world, and you are a key partner in that success. I know that we can keep it that way with your continued help and these additional actions.
Steve Dickson Administrator
Air travel has come roaring back. Not everyone was ready.
Customers are facing hourslong phone waits for assistance. Long lines have emerged as airlines, airports and the Transportation Security Administration scramble to hire staff and accommodate the influx of passengers.
Airline and airport executives say they anticipated that vaccines and easing restrictions would stoke renewed appetite for travel, but the speed and magnitude of the resurgence has exceeded their expectations. Even without the return of most business and international travel, the number of people passing through U.S. airports has surpassed two million on some days, a threshold last reached in March 2020. July 4—typically the peak of the summer travel season—is looming.
U.S. carriers are scheduled to fly more than 88 million seats in July, a 32% increase from April. That is still well short of 2019, but airlines are adding capacity much more quickly than they have in the past. Over the same four-month period in 2019, airlines increased the number of seats in the market by just 9% to meet summer demand, according to Cirium, an aviation-data provider.
Demand has quickly absorbed the extra seats. Planes are 83% full on average, and even more packed during heavily busy periods. Last year airlines offered steep discounts and deals. Now airfare is on the rise. The Labor Department reported last week that its airfare index rose 7% in May after gaining 10.2% in April. Carriers say leisure fares are on track to meet or exceed 2019 levels this summer.
The rapid increase has caused some growing pains.
U.S. airlines got $54 billion in government aid so they could keep paying their workers and avoid furloughs and layoffs that would make it more difficult for them to respond to rising demand when the time came. But carriers also encouraged many workers to retire early or take extended leaves of absence to stretch the aid as they faced a dire outlook last year.
When travel started to return this spring, American Airlines Group Inc. says it was inundated with calls from confused travelers planning to fly for the first time in a year or more. Many needed extra help to navigate new rules or cash in travel credits from canceled trips, so calls have been more complex and time-consuming, said Julie Rath, American’s vice president of customer experience and reservations. Disruptions like bad weather have sometimes exacerbated the problem, and some customers say they have waited hours.
About a quarter of the reservations staff at American Airlines Group Inc. had opted to retire or took unpaid time off last year, Ms. Rath said. American called back staff who had been on leave and started asking recent retirees if they would be interested in returning for summer.
“We knew it would come back and come back quickly,” Ms. Rath said. “But it’s even quicker than we expected.”
Delta Air Lines Inc. is hiring 1,300 permanent staffers to take customer calls to help replace workers who left last year, in addition to seeking temporary summer help and upgrading technology so customers can do more on their own, a spokesman said. Other airlines including Alaska Air Group are warning customers about long waits to have calls answered. Hawaiian Airlines said it is increasing staff at its call center.
Airlines and airports have advised passengers to arrive early at some understaffed airports to avoid long lines at security checkpoints. TSA screeners are working overtime and the agency is deploying them to airports around the country with the greatest need, a spokesman said. It has hired close to 3,600 new screening officers and now expects to reach its target of 6,000 new screeners by fall.
Workers like wheelchair pushers and baggage handlers are in short supply. Prospect Airport Services, which provides such workers at 34 airports, said the company has raised wages $2 an hour in some cities and offered bonuses of up to $1,000 for those who stay 90 days, said James Wajda, chief operating officer. But requests for wheelchairs are rising faster than the company can hire. He has gone out to push wheelchairs himself.
“We’re at a crisis point,” he said.
Restaurants and shops that operate in airports haven’t been able to hire quickly enough to fully reopen.
Some restaurants are offering signing bonuses and increasing base pay to lure workers back, but pay isn’t the only hangup, said Rob Wigington, executive director of the Airport Restaurant & Retail Association. Employees at airport bars, restaurants and shops must undergo background screening through TSA—a process that has slowed hiring, he said.
Trying to predict the timing and the speed of travel’s recovery was all but impossible, said Mookie Patel, chief business and finance officer at Austin-Bergstrom International Airport.
Passengers have sometimes needed a refresher on travel basics. Mr. Patel said more are forgetting IDs, packing overweight bags and struggling in ways that have at times slowed things down.
Smaller airports in suddenly hot vacation destinations, like those near national parks and beaches, are facing record levels of air traffic this summer. They are having to find new places to park planes staying at the airport overnight, adding security screening lanes and taking other measures to accommodate the influx.
“It is a fortunate problem to have,” said Sean Briggs, business development manager at the airport in Boise, Idaho.
In Bozeman, Mont., airport officials expanded ticket counters and acquired new boarding bridges, but airlines kept announcing new flights, boosting capacity by 25% beyond what officials had expected at the start of the year, Airport Director Brian Sprenger said.
“We haven’t overflowed our parking lot yet. But we’re going to be really close in the next couple of weeks,” he said.
Food and retail outlets report as many as 50% of their jobs remain unfilled. That means longer waits and fewer options for passengers eager to return to the skies.
Kym Buttschardt, a founder of Ogden-based Roosters Brewing Co., has spent the past two years planning to launch a satellite restaurant at the new Salt Lake City International Airport.
Now, with travelers vaccinated and excited to jet-set, she’s unsure she can meet the takeoff in demand.
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TSA asks office staff for help, offers bonuses and mandates overtime to keep airport checkpoints moving
The acting head of the Transportation Security Administration has issued a memo warning that 131 of the nation’s largest airports will face staffing shortages this month while asking office workers to volunteer to assist with airport checkpoints.
Darby LaJoye, who is filling in as the agency’s administrator, wrote that help is needed as travel numbers are forecast to spike through the summer. The volunteers, who were told to expect to serve for up to 45 days, would not be able to screen passengers but could help manage queues and aid with administrative tasks.
The acting head of the Transportation Security Administration (TSA) is reportedly warning that 131 of the largest airports in the U.S. will likely face staffing shortages this month, as air travel begins to pick up amid the nation’s COVID-19 recovery.
The Washington Post reported that acting TSA Administrator Darby LaJoye cautioned the staffing shortages in a memo to employees on May 30, while also asking office workers to volunteer to help at airport checkpoints.
As the pandemic decimated travel a year ago, a top industry executive predicted that a major U.S. airline would go bankrupt and the carriers themselves warned of painful cuts to come.
Now, with demand for tickets rebounding, airlines are predicting the summer will be almost normal, and some companies even say they could turn a profit.
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Passenger counts are increasing, which feeds optimism, but they’re far from a level that can sustain business. Airports and operators have worked together well and that hopefully will continue as they start to collectively tackle longer-term challenges facing the concessions industry. Listen now as AXN’s Andy Tellijohn and Rob Wigington, executive director, Airport Restaurant & Retail Association, discuss this and much more.
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