Wednesday, May 29, 2013

Why should you sit in on the #unitedplanechat about Bags?

United invites you to participate
in their #unitedplanechat
on Twitter.
I've been a big fan of #unitedplanechat since its inception.  One of my early posts was all about the chat.  But why would I take the time to highlight a chat all about bags?

People complain about their lost or missing bags all the time.  United handles huge numbers of bags every day.  With that many bags any company might lose one or two.  How does United recover your bags?  What types of special services are there with bags?  How do the bag tags tell United employees where your bag is going?

During the #unitedplanechat on June 3rd at 1:30 pm Central Time, you can ask all of these questions and more!

Oh, and you might want to be on the lookout for the #unitedgiveaway hashtag on Twitter.  You might just get a chance to win 8 passes for BagsVIP, a great new service from United.  Learn about BagsVIP Here!



But, hey, I'm just some guy who likes to look at airplanes, so what do I know?

Friday, May 24, 2013

Living a Dream and a Living Nightmare

I remember the day I first saw N20904.  I was at the Delivery Ceremony for ANA's first 787 (which you can read about here).  I gazed upon 904 from a viewing deck high above the factory floor.  She was perfect.

The Date was September 26th, 2011.

On August 31st, 2012, I booked my first flight.  There was a lot of Twitter discussion that night about who was booking to Chicago and who was headed to Newark, or LA.  I picked the Newark flight.  My reason was simple, I wanted to go on the longest flight I could.  I booked a variety of seats to get the best views.  But just a few short days before my flight... it was cancelled due to delays.

My heart was broken.  (This isn't the nightmare, so keep reading).

Then, the unthinkable.  The Dreamliner was grounded due to battery problems.  My shot to fly on a 787 was getting further and further away.

Life changed for me while the Dreamliner was down -- I became a dad.  Which changed my desires to travel.  But, when the first United 787 return to service flights were announced, I booked.  I first booked the IAH-DEN flight on May 31st, 2013.  And only a few days later United updated their system with the May 20th flight UA1 to Chicago. I had to book it as well.

Last Monday, I lived the Dream.

Sunday, May 19th, 2013 was a crazy day in Oklahoma.  We had our first real tornadoes of the year.  And I got sick.  When my alarm went off at 4:00am Monday morning I was feeling even worse.  I almost thought that I shouldn't take this trip.  But I forged on.

My flight to Houston was uneventful, and filled with anticipation.

On March 21st, 2012, I took this picture:

So, when I first saw Jeff Smisek at IAH, I took this one:

I'll spare you the details of the hoo rah before the show, and get to the flight.
As we pushed from the gate I played with the windows (which are pretty amazing).  I gazed at the wing and the Giant GEnx engine.

And, right on time, each engine forced its sixty-some-thousand pounds of thrust to send us flying into the sky.  We started our right turn and headed north towards Chicago.

It would be so easy to tell you that I just took a flight on a plane and it was no big deal.  But it was a big deal.  The cabin was roomier, the air was fresher, the windows were more tintier, and flight was much, much more amazinger.

There are three things that you need to know about the Dreamliner.

1. It's quiet.  Even though people told me that it would be quiet, I didn't really believe them.  But the truth is, I couldn't really tell a noise difference between climb and cruise.  I have this bad habit of humming through an entire flight, but I felt that I couldn't do it on UA1, because my seat mate might hear it.

2. It's smooth.  I'm not sure if you knew what the weather was doing on the morning of May 20th, 2013, but over Oklahoma it was very unstable.  As we leveled off at 41,000 feet, I knew what we were up against in the skies, but it never really bothered me.  The Dreamliner really does adapt, and it really does make for a much smoother ride.  And the landing?  WOW!  I only knew we landed because I heard it.  And I never could tell when the nose gear hit the ground.  (In fact, I thought we were still nose up until we turned on to the taxi way.)

3. It's fresh.  With new technology, and a lower pressure altitude, the air inside the Dreamliner is so much more like a fresh spring day, than the normal airplane air.  Boeing did an amazing job making this plane to feel like you're not flying.

United took a great plane and made an amazing and triumphant return to service!  The flight attendants were great, but I'll get to that later.

When we landed in Chicago, I was in heaven, but my dream would quickly end, and my worst nightmare would soon begin.

A Living Nightmare.
About ten minutes before we boarded I checked the weather (remember the unstable air in Oklahoma?).  I quickly called my wife and agreed with what she had just heard from my mom... get out of our house.  As we boarded I was talking on the phone and watching KWTV 9 on my iPad.  As one of the worst tornadoes in history was building, I was realizing it was on a direct path towards my home... my wife... and my 10 week-old daughter.

I've always thought about how I would handle my emotions if I was on a trip and my wife was hit by a tornado, and I kept coming to the conclusion that it would never happen to me.  I frantically asked the flight attendant, Krista, if I needed to get off the plane, could I?  She was very sympathetic and told me that I could do what ever I needed to.  But I wouldn't be getting off the 787, because I couldn't find a direct flight to OKC from ORD that afternoon.

My wife had left town and was with my parents, she and my daughter were out of harm's way.  But as I had to turn off my iPad, the tornado was just passing where my house would be.

The above image from FlightAware shows the flight
path and the weather at the time we landed.
For 2 hours and 12 minutes, Krista and some of United's best took care of me.  I fought with the fear of more tornadoes breaking out.  Was my family okay?  Was my house still there?

I had to come to some sort of resolve that no matter what, if my family was okay, I was okay.

My phone was on during final approach -- I was hoping to get a text from my wife, but I didn't.  And as soon as we landed, I called.  They were okay, but we didn't know about the house.

I took some deep breaths and tried to remember that it was just stuff.  I waited for the cabin to deplane and went to thank the United crew who took such good care of me.

Crew members wished me the best and told me they would pray for me -- and I knew they would.

As I was leaving I asked if I could stick my head in the cockpit, and they said sure.  And in the middle of my own storm, I had an amazing calm.  As I entered the massive flight deck of the 787, Neils (our captain) offered for me to sit in the left seat.  And it was AMAZING...



It was still a long trip home, and as we were on final to 17L, I could see a huge darkened area that was Moore, with millions of flashing emergency lights.  There was a lot of question, and I knew I wouldn't know for several days.  But now, four days later, I am in my house, with very little damage, sitting only two blocks away from total destruction.   I don't normally bring religion up on the interwebs, but I serve a God who protected me, my wife, my child, and useless, meaningless stuff I have.  And I am so thankful for it.

I would be amiss if I didn't take the time to ask you to help those in Oklahoma.  Living so close, I can really tell you how bad the devastation is.  I know many of the people who were greatly affected, and I am closely connected to some of the 24 that died.  Please take some time to help those in need, Donate Here to the Red Cross.  If you know me and want to donate on a much more personal level, I know families who could use some help.  Please contact me.

But you're here about the Dreamliner.
Okay.  Let's face it, you're tired of hearing about the tornado and you came here to hear about a flight, so I'll let my interview with CNBC say the rest...


But, hey, I'm just some guy who likes to look at airplanes, so what do I know?

Friday, April 12, 2013

LoyalMe

My large collection of Loyalty Cards (there's more...)
See more of my square photos on instagram
Everyone knows I'm a huge United fan. But what would I do if Delta offered me a "better loyalty program"? How I would respond is the difference between Loyalty and LoyalMe. CEOs, it's time to pay attention.

Loyalty.  How much money does your company dump into your loyalty program?  Look at your analytics... the money your dumping in, is it paying off?  Often you would say, "yes."  But the truth is that you're only buying more time until another company offers something better.

I remember listening to a top level executive of a major hotel chain (who I won't name for their sake) say, "The reality of Loyalty is that I'm always looking for what's best for me and my interests."  Recently I was reading through Marriott Insiders about Platinum for Life (something I'm very close to, and very actively trying to reach), I noticed a lot of people saying, "Marriott should bend the rules for me because I have the points, but not the nights."

Many loyalty programs offer huge bonus drives like Marriott's MegaBonus (or MegaMiles).  These bonus programs only work so well.  They drive people to use your brand until they see a better option.

Loyalty Runs Dry.  I have a number of friends who were high up on the Hilton Honors program.  Through Marriott's Platinum Challenge I was able switch them over to Marriott.  Out of the five that I switched (at that time), one of them compared Marriott to Hilton for about three months.  Then it was silent; Hilton had died.  But I promise you, those same people will switch back as soon as they get a better offer.

LoyalMe.  Will I ever give up on Boeing, United, Marriott, or Taco Bueno?  No.  In fact, two of those four companies don't even have Loyalty Programs.  So, what's the difference between Loyalty and LoyalMe?

I am sold out.  Through consistency, and constant affirmation and appreciation (not some bonus program) from these brands, I have found that I do not want to turn my back on them, because they have not turned their backs on me.

These brands keep a constant dialog with me, and take part of the exciting things going on in my life.  I'm not a number to any of them.... I am a person.

How do you get LoyalMe Customers?  They find you.  Look for customers who make an investment and spread the word about your company or product.  They may seem crazy (and most of us are), but we're crazy in a good way.  Grab those customers and protect them.  (If you find a true crazy person, maybe not so much.)  Encourage them to try new parts of your product or service.  Invite them to visit you (seriously, nothing was more exciting than visiting Taco Bueno's Headquarters).

The more you invest in people (and not their silly desires), the more they will be willing to die for your brand.

But, hey, I'm just some guy who likes to look at airplanes, so what do I know?


Monday, March 4, 2013

A Continental Pilot Embraces the New United Brand

Every time I bring up United, I hear comments about Legacy Continental and Legacy United.  Crews, Frequent Flyers, and everyone else has an opinion of who is better.

The conversation on the left came about on a picture I posted on instagram to celebrate the one year anniversary of the New United.  "But the attitude of some of the legacy sCO crews and staff really ruins the experience a lot of the time..."  This is a phrase I've heard all too often.

Don't get me wrong.  If I had my entire life changed by a decision I couldn't control, I would be upset too.  All too often I've heard pilots saying things like "proudly a Continental crew."  But maybe change is in the air...

Last night I flew from ORD to MCO on a United B737-800W. Without a doubt, it's a former Continental ship with an ex-con crew.  We were delayed out of the gate due to a late incoming pilot team, and people were a little restless.  But, just before push, the pilot came on and apologized for the delay.

With that, we were on our way.  Somewhere around 26,000 feet, the pilot (for the sake of not having his permission to use his name, we will just call him Rob) came on to tell us about the flight.  This is when I knew things were different.

"I want to thank you for joining us on this UNITED flight!  You've got four great UNITED flight attendants in the back to help bring you the best UNITED service!"

A United 767 Tail Stands Proud at ORD.
View more of my photos on Instagram
Rob was not afraid to be proud of being part of the new United.  And to be honest, the flight was amazing, and the service was beyond what even I expect from United.  At the end of the flight I waited to meet Rob.  I was invited into the cockpit (which, I must say, was AMAZING (yep, first time in a 737 cockpit)).

I told Rob that what he did really meant something to me.  I thanked him for embracing the new brand, and not being afraid to be a part of it.  Of course, I then got his information and submitted him to the Outperform Program (which, to be blunt, United would be crazy if they don't recognize him for this).  I shook Rob's hand and was on my way.

As American and US face a merger, I would have to say that they could learn something from my pal Jeff Smisek.  He understood that Culture was the most important thing, and he's been working hard at it.  We've seen it before in the Traveling Scarves and Ties program, but this was the clearest it has ever been made me from ex-con crew that they were excited about the change.

I hope that United seeks Rob out to thank him, and encourages him to spread his love of the new company with other team members.  I hope that Jeff and the leadership of United realize what a little action this is, but how big of an impact he made to the people on that plane.   The fact is, there is only one United now, and a year after the combination to a single passenger system, I believe it still is the greatest airline ever!

But, hey, I'm just some guy who likes to look at airplanes, so what do I know?

Sunday, February 3, 2013

When Regional Becomes Mainline

I often hear stories of CEOs wanting to centralize and outsource.  In fact, I'm currently working on a project where centralization may be the best option -- But outsourcing?  It is easy to hand someone your shirt, your logo, and your livery and say, "You're now us."  But they never are.

Many people don't realize the difference
between United and United Express,
but as always, there's a number of differences.
View more of my photos on Instagram
I fly United all of the time -- which many of you #avgeeks will say is a lie.  The truth is that in 2012 I flew SkyWest more than any other airline (and in second place was Trans States Airlines).

For the frequent fliers you all know the issues that come with flying "Regional" Airlines.  The worst being that the onboard product is different.  Sure, the planes share the same livery (most of the time), and the pilots say, "thanks for flying with United," but do they really care about United's brand?  The answer is no.

I know, I know, I'm just sitting here complaining, but what am I really getting at?  United has 13 or 14 Regional Carriers.  Each with their own set of SOPs, Policies, and procedures.  American just inked a new deal with SkyWest.  Delta and US also use Regional Service.  What's the big deal?

SkyWest and Republic.  SkyWest currently serves 166 Destinations across North America, and Republic services close to the same (across all of their subsidiaries). These two airlines have the force to leave behind "Regional" service and provide their own-branded service.

Image from Wikipedia
Fine, you want to bring up ExpressJet (now owned by SkyWest).  I'm sitting at gate 11 at Oklahoma City, ExpressJet used to offer service from Gate 12, which I'm looking at.  They had the great idea to move from Regional to Mainline -- But if failed.  Why?  They didn't have a strong enough brand.

How many times when you fly with SkyWest have you noticed that they push their SkyWest brand as much as they push the United, American, US, or Delta brands?  It's pretty often.  SkyWest is slowly working on making all of their passengers aware of who is really running the airline.

SkyWest and Republic both have a huge advantage with having a history in running their own Passenger Systems (for SkyWest it comes from ExpressJet, and for Republic it comes from Frontier/Midwest).  They have the airplanes, and they have the know-how to run a full system.  What's stopping them?  (yeah, duh, a non-compete of sorts in a contract.)  But how long will that last?

Major carriers are handing their brands and their customers over to these small, but powerful, airlines. Maybe it's time for Large carriers to look to Southwest... one mainline fleet with no regional carriers so that you can maintain complete control of your brand.

And, not to mention, how is flying half way across the country "regional"?  That's just a personal pet peeve of mine.  But, hey, I'm just some guy who likes to look at airplanes, so what do I know?

Saturday, December 29, 2012

When You Fly Too Much

This was my original flight plan, some of the times changed, but the route stayed the same
View more of my Instagram photos here: http://instagram.com/mike_j_morgan
Two weeks ago I looked at my United MileagePlus account to see I was sitting at 80 segments -- ten shy of hitting Premier Platinum.  So I did what every other self-respecting human being would do.  I booked a ten-segment trip... between Christmas and New Years... like an idiot.

Ironically, as I'm writing this, I'm still not home.  I'm sitting in the United Club East at DEN.  (as a side note, this is my first time in a United Club... why have I never done this before?)  I'm about to head out on my final flight home -- the tenth segment of my ridiculous mileage run.

The time card on the picture has changed, for the sake of the rest of the story, here is the updated time card:

to from date depart arrive type seat notes
OKC IAH 12/26 13:24 14:51 EMB145 2A I was sick on the 25th, so moved OKC-IAH-AUS to the 26th
IAH AUS 12/26 15:28 16:25 737-600 4F --
IAH LAX 12/26 21:19 23:05 757-200 6F --
LAX DEN 12/27 06:00 09:19 757-200 4F Switched to 3D
DEN PHL 12/27 20:24 01:58 +1 737 2F --
PHL EWR 12/28 05:57 07:00 Q200 dash 8 4A --
EWR OMA 12/28 07:51 10:15 EMB145 2A Delayed 2 hours due to pilot not being there.
OMA DEN 12/28 18:35 19:15 CRJ700 5D --
DEN OKC 12/29 08:10 10:41 EMB145 12A Flight on 12/28 was cancelled due to lack of crew.
So, it was crazy week.  One thing you'll notice is the lack of sleep time not on planes.  I'm a firm believer of working during the day traveling at night.

Sleeping in LAX
I had a room booked at the LAX Marriott.  By the time I arrived at the airport I was exhausted.  So the entire experience of getting to the airport was made farcical.  It felt like I had arrived at a 3rd world country.  Any who, I ended up with three hours of sleep, and back to it.

Sleeping in PHL
I had not planned on getting a hotel in PHL.  But, I was only able to sleep about two hours on the flight from DEN, and reality was starting to slip from my grasp.  I noticed there was an onsite Marriott, and I went to there.  I paid $209 for an hour's nap and a hot shower.  And it was just enough of a boost to get me going.

By the time I got back through security I had received notice that my DEN -> OKC flight was Cancelled.  So I started getting a hotel ready in DEN.

Needless to say, it was nice to get a "full night's sleep" in Denver.  Okay, so what's the point.

I feel like I have no connection to reality.  I wonder how flight crews survive the constant change of location, time, and environment.

TSA Pre✓
I want to take a moment and give praise to the TSA (sorry Fish), but I love TSA Pre✓.  I have used it in every airport.   In LAX I had moved from the bus to the gate in three minutes, without taking off my shoes.  I'm glad the TSA is taking initiatives like Pre✓.  They really are making a world of difference.

Final Thoughts
This blog had no point.  I'm bragging about my trip, and gave no constructive anything.  It could be because I'm tired and ready to be home... yep, that's probably it.  I was just notified that my DEN -OKC flight was just delayed another two hours.

So, yeah, I took this just now:


But, hey, I'm just some guy who likes to look at airplanes, so what do I know?

Saturday, December 22, 2012

2012: A Look Back

Every year I set goals for myself.  Last year I posted those goals in these tweets:

Of the five goals I set, none of them happened.  I missed out on coffee with Jeff, Sitting in a 747 at all, I don't even have my single VFR yet, I never graced a Taco Bueno commercial, and Tom Delonge never responded to any of my tweets.  

But, I don't just set goals to achieve them.

I know, that doesn't make a lot of sense.  But here's what I'd like to propose: Without a dream, one lacks motivation.  I took steps in everyone of the goals above... and they haven't happened... yet.  Setting goals doesn't mean that if they don't happen I have failed.  Instead, setting goals helps keep me motivated.  

Because of the effort I put forth in the above things, a number of other things happened.
  • My wife and I got pregnant
  • I will have flown 90 flight segments on United by the end of this year
  • I got to meet several new friends across the country
  • I got to introduce many people to Taco Bueno (I may not be in a TV Ad, but I'm a walking Ad!)
  • I've increased my clients, and created new work opportunities for myself
I even made it on a video produced by United:

So, I'm going to keep setting goals, and keep achieving great things!  And I suggest that you set goals as well!

But, hey, I'm just some guy who likes to look at airplanes, so what do I know?