Attention All Passengers, page 33
Anolik, Al, 20–22, 267
Arpey, Gerard, 124
Atlantic Southeast Airlines, 140, 155, 315–16
Avianca, 205–6
Ayer, William, 124
Babbitt, Randy, 134, 234, 278
on maintenance, 173, 182, 220
on regional airlines, 165–66
safety and, 204, 212–14, 219–20, 229
baggage, 4–6, 84, 244, 248
customer service and, 13–19
employees and, 12, 16, 121, 125
fees on, 6, 13–14, 17–19, 23, 31, 41, 95–99, 294
mishandling of, 5, 11–18, 33–34, 41, 69, 121, 152, 154
onboard bad behavior and, 31–32
regional airlines and, 148, 152, 154
security and, 13–15, 258, 261–62
Bahrain, 247–51
Bailey, Elizabeth, 87
Baker, Jamie, 291
Baldanza, Ben, 36, 39–40
Bararia, Ritu, 117
Barger, David, 124
Barnett, Arnold, 186–87, 240
safety and, 200–201, 236, 243, 257
Becker, Helane, 65, 87, 275, 292
on employment, 130–31
Bedford, Bryan, 36, 124, 271
Bethune, Gordon, 50, 67, 129, 132–33, 187
Bird Group, 116–18
Blakey, Marion, 211
Bleidner, Larry, 40
Blomfeld, Jack, 266
Borenstein, Severin, 57–58
deregulation and, 46, 48–49, 53
Bourne, David, 138, 175, 183–84, 194
Bourque, Susan Eckert, 142, 143–44, 145, 163, 165
Brancatelli, Joe, 57, 61, 101, 153, 253, 288, 290, 298
Branson, Sir Richard, 55, 274
Brantley, Tom, 75, 173, 183
on regional airlines, 160–61
on safety, 201, 204, 212–13, 220–21
Breyer, Stephen, 45–46
British Airways, 114, 175, 296–97
Broderick, Anthony, 206
Brown, Fred, 300–301
Brown, Jan, 232–33, 238–39, 241
Bruno, Gabe, 173, 182, 209, 219–20
Buffett, Warren, 56–57
Burbank, Linda, 89, 102, 119
on customer service, 18–19, 22
Bush, George W., 74–75, 211, 257
Cantrell, Brenda, 12–13
Capuano, Michael, 16–17
carbon emissions, 6, 8, 269–83, 288, 308, 310, 313
alternative energy and, 273–76
oil prices and, 275–76
regional airlines and, 148, 158–59, 271
Carlo, Al, 239
Carroll, Dave, 17, 33–34, 301–2
Carter, Jimmy, 45, 47–48, 75
Carty, Don, 59
Chalk’s Ocean Airways, 144, 220
Chautauqua Airlines, 6, 140, 147, 149, 159–60, 176, 315–16
Chertoff, Michael, 257
China, 112–13, 121–22, 129, 175, 184–85, 195, 210, 297
codesharing, 65, 71, 81–83, 98
regional airlines and, 81–82, 139–40, 144, 150–52, 161, 165
Cohen, Roger, 148–50, 156–57, 162–64
Colgan Air, 6, 140, 147, 160–63, 315–16
crash of, 123, 142–43, 161–62, 166–67, 207, 212, 298
Collision Course (Nader), 210–11
Comair, 6, 144, 152
Congress, U.S., 4, 16–17, 37–38, 41, 75, 80, 261, 278, 309
airline consolidation and, 62–63, 66–67
airline lobbying and, 72, 167, 281, 287
carbon emissions and, 270, 281–82, 310
deregulation and, 45–48
employees and, 121–22, 126–27, 134
maintenance and, 180, 186, 189, 196–97, 311
regional airlines and, 163–65
safety and, 200–201, 204, 208–9, 211, 214, 218–19, 231, 310
Conley, John, 182–83
Continental Airlines, 50, 59, 77–78, 84, 103, 111, 134, 186
crashes and, 144–45, 163, 176, 224, 234
employees and, 129, 132–33, 136–37, 184
media and, 297–98, 302–3
mergers and, 62–65, 67–68, 137, 147, 164
regional airlines and, 140–41, 143–45, 147–48, 160–61, 163, 176, 315–16
contracts of carriage, 20–21, 288, 312
Corporate Airlines, 144
Costello, Jerry, 208
Counter, Jami, 26, 90, 153–55
Crandall, Robert, 39, 57, 65–66, 71, 79–80, 82, 162, 253, 264
employees and, 131–32, 164
on reregulation, 52, 309
Curtis, Dudley, 270, 274–75, 281
Curtis, Todd, 187, 242, 302–3
on safety, 200–202
customer service, 4–6, 8, 17–26, 37, 40, 56, 63, 102, 261, 277
airfares and, 93–95
baggage and, 13–19
deregulation and, 43–44, 51
employees and, 110–20, 133, 136
outsourcing and, 34–35, 43, 110–12, 114–20, 133, 136, 164
regional airlines and, 148, 152–55, 164–65
Daschle, Linda Hall and Tom, 73
Delta Air Lines, 35, 52, 57–59, 81, 100, 107–12, 124, 203, 305
crashes and, 144–45
employees and, 107–10, 112, 119, 131, 133, 135–36, 140
frequent flyer program of, 102–3
international alliance of, 83–84
maintenance of, 174, 182, 186, 266
media and, 289, 297, 299–300
and mergers and acquisitions, 58–59, 63–65, 67–68, 136, 190, 192
outsourcing of, 112, 119, 136, 266
passenger loads and, 23–24
predatory behavior and, 77–79
regional airlines and, 140, 144–45, 147, 151, 159–60, 163, 176, 315–16
Dempsey, Paul, 52–54, 76, 153, 254, 270
deregulation, 3, 5, 21–22, 40–41, 43–54, 65–66, 78–79, 92–93, 158, 226, 270, 299, 308–10, 312
airfares and, 43, 46–50, 52, 87, 93, 97
employees and, 43, 51, 122, 125, 127
finances and, 49, 51, 56, 58
pros and cons of, 46–52, 54
Diefenderfer, Mary Rose, 216–17
Dunham, Gail, 162, 243
Dzakovic, Bogdan, 253, 255–56
Eastern Air Lines, 25, 43, 52, 58, 64, 133–34, 181
Eckert, Beverly, 141–44, 167, 212
Eckert, Karen, 142, 143–44, 145, 152, 163, 165, 212
El Al, 27, 249, 260, 297
employees, employment, 6–9, 17, 21, 28–29, 73–75, 107–38, 307–11
absence of fun for, 120–22
airline consolidation and, 63, 67, 69
airline finances and, 56, 58–62
baggage and, 12, 16, 121, 125
crashes and, 142, 176
deregulation and, 43, 51, 122, 125, 127
incomes of, 8–9, 29, 51, 60, 111, 113, 115–16, 122–26, 128, 130–32, 135–36, 142, 153, 162–63, 165, 172–73, 196
and issues of intolerance, 108–9
labor relations and, 4, 125–28, 130–38, 153, 164–65, 172, 187, 190–91, 193–94, 290–92
layoffs of, 61, 67, 110–11, 115, 122–23, 125–27, 131, 135–37, 287, 309
maintenance and, 74–75, 172–73, 176–77, 180, 183–84, 187–88, 190–94, 196–97, 208–9, 265
media and, 287, 289–92, 297–98
onboard bad behavior and, 31–33
outsourcing and, 16, 74–75, 110–23, 128–29, 131, 133–34, 136–38, 172–73, 176–77, 183–84, 187–88, 194, 196, 208–9, 265, 307–9
regional airlines and, 122–23, 138, 140, 142–43, 153, 160–65, 311
reregulation and, 54, 309–10
safety and, 8, 110, 120, 183–84, 197, 204, 208–9, 211
security and, 216, 261–62, 266
and tone-deafness of executives, 84–85
Farrington, Kim, 228
flight attendants, 16–17, 19, 27–29, 133, 135, 153, 189, 264, 287, 289
airfares and, 88, 95
crashes and, 224, 232–33, 238–39
and issues of intolerance, 108–9
onboard bad behavior and,31–32
outsourcing and, 137, 184–85
safety and, 228, 232–33, 237,239, 245
flight cancellations, 20–21, 38–39, 84, 91, 121, 188, 312
media and, 290, 293–94
flight delays, 15, 19–22, 84, 91, 121, 157, 188, 312
media and, 36–37, 286, 290, 293–94, 300
on tarmac, 36–41, 293, 302
Flow My Tears, the Policeman Said (Dick), 251–52
Flying Boat Inc., 144
Ford, Gerald, 45
Ford, Henry, II, 210
Fornaro, Robert, 124
frequent flyers, 6, 48, 54, 62, 88–89, 91–92, 101–5, 144, 155, 164, 215
Friend, Pat, 27, 54, 95, 135, 153, 287
Frontier Airlines, 61–62, 64, 66, 77, 84, 134, 147, 315–16
Gilligan, Peggy, 201
Glover, Billy, 272–73, 281
Goglia, John, 200, 208, 214–15
Goodpaster, Kenneth, 60
Greenspan, Alan, 126
Hall, James, 229, 238
Hanni, Kate, 15–16, 21, 36, 51, 54, 62, 257, 302
Harrell, Bob, 65, 77, 80–81, 92, 100–101
Haueter, Tom, 150, 213, 218
Haynes, Al, 137–38, 235, 238, 241, 246
Heimlich, John, 49
Herman, Harris, 54
Hersman, Deborah, 196, 199–200, 227, 229–30, 234
Hobica, George, 28, 56, 92, 95, 100
Hoffa, James P., 51, 113, 127–28, 210
Horan, Hubert, 50, 59, 61, 68
Hudson, Paul, 75
Hughes, Howard, 63, 107
Icahn, Carl, 134–35
India, 111–21
Internet, 88, 90, 92–95, 252, 302
Isom, Robert, 89
Jeszka, Ed, 143, 186, 205
JetBlue Airways, 19, 21, 26, 28–29, 53, 57, 66, 84, 99, 101, 124, 131, 144, 155, 184, 269, 286, 294
Kahn, Alfred, 45–46, 48–49, 53, 78–79, 92
Kasper, Daniel M., 83
Kelleher, Herb, 87
Kelly, Gary, 84, 99–101, 124
air traffic control and, 277–78
on maintenance, 189–90
Kelly, John, 218
Kennedy, Ted, 45, 48
Key, Louie, 216
King, John, 180–82
KIWI International Air Lines, 77, 295–96
KLM, 83, 273, 296–97
Krieg, Kendall, 239
Lacey, Nick, 219
LaHood, Raymond, 5, 25, 43, 120, 196, 213–14, 273, 278
passenger rights and, 41–42, 75, 307
regional airlines and, 151, 159, 166
tarmac delays and, 36–37, 41
lap children, 224–25, 228–32, 293
Lardner, James, 53–54
Larsen, Philomena, 69
Leocha, Charlie, 17, 40–41, 50, 85
Levine, Michael, 38, 46, 49–50, 55, 94–95, 97, 132, 151, 164–65
Lindbergh, Charles A., 1, 285, 306
Lorenzo, Frank, 133–34
Lufthansa, 116, 273, 276, 296–97
Lund, Mark, 191–92
McCain, John, 75–76
McCaskill, Claire, 196–97
McCullough, Bernadette, 61–62
McKenzie, Dan, 64–65, 130
MacLean, Robert, 262–63
MacLeod, Sarah, 183, 186
McMullin, Dianne, 245
maintenance, 1, 42, 54–56, 135, 169–97, 248
crashes and, 169–72, 175–76, 184, 188, 215–16, 220, 295
media and, 170, 176–77, 182, 186, 212, 220, 288, 290–91
outsourcing of, 5–6, 23, 44, 55, 73–75, 110–13, 118–19, 122, 133–34, 141, 164, 169–80, 182–97, 208–11, 218, 220, 229, 265–67, 287–88, 291, 307, 311
regional airlines and, 139, 160, 166, 176
safety and, 8, 74, 110, 171, 173, 182, 184, 186–89, 193, 201, 208–11, 215–20, 229, 291
Mann, Bob, 38, 123, 146, 150, 276
Marcus, Jeff, 202, 205
Marshall, Nora, 238–39, 243
media, 67–68, 76, 82, 84, 285–303
airfares and, 80–81, 293
air traffic control and, 277–78
business journalism in, 290–92
carbon emissions and, 274, 283, 288
crashes and, 200, 215–16, 220, 235–36, 289–90, 298, 302
deregulation and, 45–47, 299
ethics in, 300–301
maintenance and, 170, 176–77, 182, 186, 212, 220, 288, 290–91
nonprofit, 299–300
outsourcing and, 170, 176–77, 186, 220, 288–89, 291
safety and, 209, 212, 215–16, 219, 226, 229, 246, 288–89, 291, 293, 295, 302–3
security and, 252, 255, 257, 260, 262–63, 288
spoon-fed news in, 292–95
tarmac delays and, 36–37
wining and dining of, 295–300
Mesa Airlines, 153, 161–62, 171, 315–16
Mesaba Airlines, 140, 147, 163, 315
Mews, Lamar, 46
Mica, John L., 126–27, 261, 270
Midwest Airlines, 14–15, 64, 176
Mikkelson, Dawn, 113, 291
Mitchell, Kevin, 6–7, 51, 98, 174, 232, 287
Moore, Chris, 184, 208
Moss, Diana, 46, 66–67
Mueller, Brad, 195
Mueller, Scott, 14–16
Nachtomi, Morris, 250–51
Nader, Ralph, 25–26, 48, 74, 133–34, 210–11, 259, 264, 312
Next Generation Air Transportation System (NextGen), 277–78, 311
Nield, Jeff, 280
Northwest Airlines (NWA), 49, 73, 78, 83, 144–45, 296–97
employees and, 135–36, 265, 290–91
maintenance of, 174, 190–93, 195, 208, 265–66, 290–91
in mergers and acquisitions, 64, 67, 69, 136, 190, 192
outsourcing of, 191–93, 208, 265–66
Obama, Barack, 41, 43, 73–75, 165, 212, 273
employees and, 120, 126–27, 129
Oberstar, James, 44, 67
O’Leary, Michael, 95
Oster, Clinton V., Jr., 78, 80
outsourcing, 33–35, 42–44, 51, 61
crashes and, 169–71, 188
employees and, 16, 74–75, 110–23, 128–29, 131, 133–34, 136–38, 172–73, 176–77, 183–84, 187–88, 194, 196, 208–9, 265, 307–9
of maintenance, 5–6, 23, 44, 55, 73–75, 110–13, 118–19, 122, 133–34, 141, 164, 169–80, 182–97, 208–11, 218, 220, 229, 265–67, 287–88, 291, 307, 311
media and, 170, 176–77, 186, 220, 288–89, 291
regional airlines and, 23, 139, 141, 146–48, 155–56, 158, 164
safety and, 43, 74, 110, 120, 182, 186–88, 193, 208–11, 218, 220, 229, 309
security and, 256, 265–67
overbooking, 24–25, 39, 91, 152–53, 312
Pan Am, 2, 4, 27, 32, 38, 45, 54, 107, 121, 145, 158, 289–90, 305
employees and, 108–9, 131–32
mergers and, 63–64
safety and, 204–5
shutdown of, 52, 58
Parker, W. Douglas, 124
passenger loads, 22–26, 29, 31–32, 64, 102, 104, 246, 305
bankruptcies and, 59–60
deregulation and, 43, 47, 49
passenger rights, 75–76, 267, 287, 302, 312
LaHood and, 41–42, 75, 307
tarmac delays and, 36–38
passengers, 3–5, 20, 24–28, 30–39, 83–85, 103, 189, 309–11
airfares and, 3, 80, 87–89, 94–98
airline consolidation and, 62, 68
airline lobbying and, 72–73
amenities for, 3, 32, 47, 148, 153–55
baggage and, 11, 13–19, 33–34
carbon emissions and, 282–83
codesharing and, 82–83
crashes and, 141–44, 200, 224, 232, 235, 241–42, 244–45
deregulation and, 47–48, 50–51
employees and, 110–11, 119–22, 129, 133, 135, 137
media and, 287–88, 290–91, 293, 302
outsourcing and, 118–21, 137, 172–73, 176, 186, 193
poaching of, 77–78, 149
regional airlines and, 139–44, 146, 148–53, 157–58, 164
safety and, 197, 200, 209, 216–17, 225, 227, 229, 232, 237–39, 244–46
seating and, 25–28
security and, 252–54, 256–61, 263, 267
tarmac delays and, 36–39, 293, 302
terrorism and, 250–51
see also customer service
Perkins, Ed, 44
Petersen, Randy, 101
Peterson, Barbara, 260
pilots, 1, 30, 42, 79, 246–47
crashes and, 137, 142–43, 207, 235, 238, 241, 264
incomes of, 123, 128, 132, 138, 143, 162–63
labor relations and, 130–32, 134–35
maintenance and, 172, 186, 217
regional airlines and, 123, 138, 142–43, 145, 160–63, 165–66
safety and, 201–5, 207–8, 211, 217, 241, 244, 246
training of, 137–38, 143, 145, 161, 165–66, 207, 217, 265
Pinnacle Airlines, 144, 147, 161, 163, 315
Pistole, John, 253, 263
Post, Peggy, 32, 121
Putnam, Carleton, 109–10
Putnam, Howard, 31, 59, 71, 79
Raytheon Aerospace, 169–71
Reagan, Ronald, 8, 75, 125–26, 197
regional airlines, 5–6, 42, 46, 65, 138–67, 176, 288, 315–16
carbon emissions and, 148, 158–59, 271
codesharing and, 81–82, 139–40, 144, 150–52, 161, 165
congestion issues and, 156–58
crashes of, 123, 141–45, 150–52, 160–63, 165–67
customer service and, 148, 152–55, 164–65
employees and, 122–23, 138, 140, 142–43, 153, 160–65, 311
