Introduction

This is not your typical post that involves banking somehow - we don't always need to nerd out with financial posts so I'm going to write about airlines. And by that I mean vent a little bit about my experience being treated like garbage.

If you really think about it, flying is absolutely absurd. We cram a bunch of humans into a metal can and catapult it into the stratosphere with jets. It is an insanely impressive feat of engineering and has unlocked so much for us in so many ways. With that said, I need to vent because the experience of flying with commercial airlines has been extremely challenging. It’s impossible to cover all the issue with flying so I’ll highlight a few I’ve dealt with on recent trips. What did I miss?? Let me know on Twitter, Insta, Farcaster or community@hive-finance.com.

Most recently, I was scheduled to fly to Austin, TX to represent you all at a conference – however the airline I booked with had other plans…..

What Was Will Not Always Be

There was a time when flying was much more glamorous. Passengers could actually receive car service as part of their airfare, and spend time in a lounge before departure. Now when flying within the US, we’re supposed to grateful for a tiny bag of pretzels and water bottle as we’re squeezed into seats big enough for ¾ of an adult human. It leaves me wondering at what point did all of this change?

Delays, Cancellations, Missed Layovers – Oh My!

My family makes fun of me because of the terrible luck I have had flying in recent years. Delays and cancellations seem to cling to me –so apologies in advance if we ever happen to be on the same flight. From back-to-back 10 hour delays turning into cancellations in the middle of the night a year ago, to my recent “inconvenience” of finding out a few hours before a 7am flight that it’s cancelled because of weather…. anddd it was a genuinely nice day. Pair that cancellation with an over two hour wait to speak with an agent to find another flight because the airline’s website was down, and now these “inconveniences” really begin to pile up. Sure.. I get it… airlines deal with many variables, such as (actual) bad weather, plane maintenance, and scheduling– but we are the ones who bear the brunt of these “inconveniences.” In case you can’t tell, I am tired of hearing that completely missing a trip I planned months ago and facing having to eat the significant costs associated with it sums up to an “inconvenience.” Someone really needs to think of another word because it has become offensive – an inconvenience is a slight delay or your bag of 11 mini pretzels isn’t available on this flight. If you all have any ideas let me know! I’ll be sure to include in my letter to the airline :)

With No Incentive, Why Care at All?

U.S. airline customer service is essentially a joke (of course there are some amazingly helpful individuals so don’t mean to offend anyone!). From long wait times to dismissive staff, the service experience often falls short of helping us out in a timely, professional manner. Unfortunately, I understand why. There is no incentive structure in place to promote ideal service. It all boils down to the fact that there hasn’t been meaningful competition in the airline industry for decades, and so we have no choice but to pick from the same small selection. They know that and don’t invest in materially improving our experience interacting with their company. There’s absolutely zero accountability, which is something we aim to fix with Hive – you will be able to hold Hive accountable.

Terms and Conditions: You May Enter but You May Never Leave

I didn’t go to law school, and as a result I cannot consistently decode the maze of airline and federal policies, pricing, and terms and conditions – which inevitably leads to disputes. A lack of transparency erodes trust between passengers and airlines, and while they are important someone from customer service coming back with a generic response like “because it’s policy” is unintentionally antagonistic. Each person as a unique context within which they approach an “inconvenient” situation while travelling, and it’s time airlines at least make the effort to provide a transparent reply. Ideal or not. Then it’s on us to accept reality, and vote with our dollars (because that’s all they care about) if an airline wrongs us badly enough – I’m thinking about you, JetBlue.

Conclusion

All this said, it’s very much a privilege to fly and I am grateful for the opportunity to access parts of the world I otherwise would have never been able to. Airlines play a crucial role in connecting people and places, but I do think that they need to do better with that massive (and lucrative)responsibility. Addressing these challenges will require efforts by both airlines and regulators, but I would take this a step further and say that the people these policies and decision impact should have a direct say. It's a worth collectively working toward restoring the joy and reliability of commercial air travel. I will be sure to attempt to hold airlines accountable when things go terribly wrong, and can’t wait to force banks to do the same. We will succeed with your help, and I appreciate you letting me get this off my chest!! What are some of the things you do to make the most of these situations? Reach out to us on Twitter, Insta, or Farcaster or community@hive-finance.com.