A couple of weeks ago I went to Washington DC for a business trip. While on the plane I was thinking on how UN-LEAN was the all experience. Let's start:
1- When traveling internationally, we have to weigh the bag, check that it is not more than 20 kilos or so, and if it is we should think about adding another bag, which is NOT free, and it costs $50.00. If, for some reason, we get to the airport with a luggage that weighs even 1 Kilos more than what is allowed, then we need to pay $100.00 for the additional weight!!!
What does the customer (the traveler) want? Just pack the needed bags and fly!
When I was in Italy, this past summer, I had to ask to borrow a scale from my cousin, and I had to weigh all my 4 bags, I had to shift things around and finally I had to add one more bag. I "wasted" one entire day of my vacation to accommodate the airline's needs. This is NOT Lean!
2- During Thanksgiving we had Timber (my stepson) visiting from Colorado. Sometimes he flies with United who charges more for each checked bag; other times he uses other carriers that do not charge any fee. But, when you try to reserve a trip via Orbitz or Travelocity, the engine searches for the least expensive trip ... but are they considering the luggage fee? NO. So a customer might end-up spending more even if the flight itself is less expensive.
3- And finally, how frustrating is when you pay your travel luggage fee and then you see people trying to bring to the plane large bags and the hostess tells them that "there is no more space in the cabin" and they get offered FREE bag check-in!
I do understand that the airlines need to reduce costs, but pushing the burden on the customer is NOT the right decision. I am sure that, again, if they start looking at the process in its entirety, they would realize that waste could be reduced in other ways.
Airlines .. get into some KAIZEN events!
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