Browsing Posts published in September, 2010

Cranky is on a much-needed vacation and won’t be responding to emails this week. Fortunately, before I started drinking too heavily, I put some posts live. Today, we’re looking at the view from the pointy-end of the plane.

As an airline pilot for a major US carrier, I’m often asked many questions by, as I refer to them, “Earth people”, or people who don’t work for the airlines. I’m always happy to answer questions from people and remember, there are no stupid questions – but I have run into a few “inquisitive types.”

One of the most commonly-asked questions is “What route do you fly?” The majority of airline pilots don’t fly any one particular route. It’s only the most senior pilots on the biggest equipment whose schedule usually brings them to one or two destinations. Pilots who fly mostly domestic routes will often fly between two and five legs a day for three or four days straight. So when you ask them what their route is, don’t take offense if they laugh, as they probably can’t remember where they were in the morning, much less in the last four days.

Final Approach From Cockpit

The routes an international pilot flies, however, are usually more defined. As a quick side note, when I say international, I mean transoceanic, and when I say domestic, I’m referring to those who stay within North and Central America. Pilots who fly mostly international trips, usually have a smaller selection of cities to pick from. While pilots of the bigger airplanes such as the A340, B777, and B747 might only get to pick from four or five cities, pilots of medium-sized airplanes like the B757 and B767 have a bigger selection to choose from, and the smaller airplanes like a B737 or A320 have even more to choose from than that.

The airline I fly for serves over 160 cities throughout Europe, North, Central and South America, the Pacific, and Asia. So for one pilot to specialize in only one city, would be quite rare. Most pilots have cities they prefer to layover in, however, when it comes to bidding our monthly schedule, we usually bid for important things like being home for school plays, family trips, and for those of us married to an “Earth person”, weekends off.

Another question I’m frequently asked is, “What is your schedule like?” Well, as my grandfather used to say, “Some days peanuts, some days shells.” The best way to describe it is “consistently inconsistent.” I typically do three-day Europe trips, sometimes they are back-to-back, meaning I might work six or nine days in a row, followed by a stretch of four to seven days off. Other times, I may just work one three-day trip followed by two or three days off. Every once in a while, I’ll do a three-day Europe trip, and the next day fly to Florida and back. Usually I’m home between twelve and sixteen days each month. Because I commute from Minneapolis to New York, I bid trips that start late and finish early. That way I can fly into work the day I start, and fly home the day I finish, thereby avoiding an extra night in a hotel.

If you’re wondering what a typical European trip is like from a crew member perspective, allow me to walk you through it. I usually wake up in Minneapolis around 6:00 AM in order to catch a 10:00 AM flight to New York. Depending on how the weather looks and how many open seats there are, I may take an earlier flight to ensure that I get to work on time. If everything went as planned, I’ll have arrived in New York between three and six hours before my report time. During that time, I’ll catch up on e-mails, grab a bite to eat, and take a nap in the crew lounge.

We usually report to the weather and flight planning room about one and one half hours before departure time. During that time, we’ll plot our route across the ocean. As an interesting side note, the routes across the North Atlantic change on a daily basis, however the routes across the Pacific are permanent airways and never change. After we taxi-out and take-off, there’s a little bit of secretarial paperwork to take care of and eventually we will request our oceanic clearance.

Once we’re out over the ocean, obviously there’s no radar control that far from land, so we make position reports to the air traffic controllers. A position report consists of our call sign, current position, altitude, a time estimate to the next position, and the position after that. The air traffic controllers use this information to separate airplanes. Because of the great area of non-radar control, they separate airplanes by ten minutes (which is equal to about eighty miles), whereas air traffic controllers in the US separate airplanes by five miles when they’re in radar contact. Depending on what kind of equipment the airplane has, we make the position reports either over a high-frequency (HF) radio, or via a computer (think of it like a text message).

If the flight is scheduled for over eight hours, we’ll have a relief pilot. So, if you ever see a pilot come out of the cockpit on a transoceanic flight and take a seat in first class, you can be rest assured that there are still two pilots up in the cockpit. The short flights, “short” being eight hours or less, don’t have relief pilots. Because most of the oceanic crossings are done at night, you can probably imagine, after waking up at 6:00 AM, by the time the sun is coming up for the second time and burning a hole in your retina, you’re about ready to be there.

Redeye from the Cockpit

After the descent and landing, we’ll make our way through customs and out to the hotel van. This is when the day starts to get long. Some rides to hotels are upwards of an hour, and as you can imagine, after being awake all night long, those van rides are usually pretty quiet. When we get to the hotel, sometimes our rooms are ready, but because the hotels often “recycle” the crew rooms. Sometimes we might have to wait a half hour for them to be cleaned. This is usually the time when people are deciding what to do with the day.

Occasionally, if you’re in a city you’ve never been to before or won’t get to visit very often because of your juniority, you may jump in the shower and head right out to explore the sights. Those are usually pretty long days because by the time you get back to the hotel at the end of the day, you’ve probably been awake for 30 hours or more. Most layovers start with a nap, usually about four hours of sleep is enough to recover but still be tired later that night. After my nap, I usually try to fit in a workout, then head off to dinner with the crew. When you go to bed at night, getting to sleep isn’t usually difficult, but staying asleep is. I’ve sometimes found myself wide awake at 3:00 AM, which can make for a long flight home.

So after what was hopefully a restful layover, and if it wasn’t restful, hopefully it was fun, it’s time to head back home. Back to the airport, back through security, back across the ocean, and back to New York. This is when being a commuter is hard. If you’ve ever seen those signs on apartment buildings that read, “If you lived here, you’d be home now,” that’s about how I feel when I get back to New York. Because I choose to live in Minneapolis, I have to run back through security, and try to catch the next flight to Minneapolis. Hopefully on that flight, I’ll have a real seat in the back (as opposed to the cockpit jump seat), that way I can take a snooze on the way home.

That brings me to the last question I’m often asked, “What’s your favorite place to go?” That’s always a hard one for me to answer. I’ve been all over this great world of ours; I’ve toured the Grand Canyon, rode motorcycles in the Los Angeles canyons, partied in Times Square, drank wine under the Eiffel Tower, stared up at the Sistine Chapel, walked around Stonehenge, explored the Acropolis, and drank 40 year old scotch in Scotland. So what’s my favorite place to go? Home.

Paul has been flying since the young age of 13, he has worked in the airline industry for the past 9 years and is currently a 757/767 first officer for a major US carrier based in New York. You can read his blog at www.smilingpaul.blogspot.com.

Photos were taken by the author

Cranky is on a much-needed vacation and won’t be responding to emails this week. Fortunately, before I started drinking too heavily, I put some posts live. Today, we have a former reservation agent telling about life on the phone. This has nothing to do with my recent visit to Delta.

As long as I can remember, I’ve loved flying. I think I got this gene from my grandma who is one of the most traveled little old ladies I know. That’s definitely an accomplishment given that she’s an African American woman who grew up in the Jim Crow South. When I graduated college into a bad job market in 2003, I decided to wait it out in the airline industry. Here’s a view behind the scenes of my 18 months working as a Reservations call centerAgent for Delta Air Lines.

One man, many hats
Running a bunch of call centers gets expensive, so the company tries to balance keeping the agents utilized with reducing customer wait times. Every call into reservations goes into a different bucket:

  • General Sales (GS) handled regular calls
  • Skymiles handled award reservations and account-related information
  • Reissues handled changes and refunds
  • Delta Direct (DL Direct) acts like a gate agent and is whom you reach when you use the phone banks at airports
  • Special Member Services (SMS) handled our most important customers
  • International handled, of course, international reservations

Agents could also be trained to be second level support for other agents (Customer Service). On a day where Atlanta had delays, it’s possible that I would get only DL Direct and Reissues calls because that’s where the issues were. While reissues can be a one-button click affair, many times they would take 5 to 10 minutes and have to be done by hand in a sorta commandline shell.

Agents were coached that bad things would happen if we tried to do skills above our training, but given that the app was a dumb graphical user interface, it didn’t care. So if you ever called in to ticket a reservation and then asked to change a seat assignment on a Skymiles ticket and the person said they had to transfer you, that’s why. We were told when in doubt, transfer the call. I, on the other hand, would do my best to help and even on a couple occasions ticketed reservations to Canada. I properly informed the passenger about the fees but was fussed at afterwards.

Adding to the one man, many hats problem is that though DL Direct training gave me the power to waive fees, issue vouchers, and Skymiles, technically I wasn’t allowed to exercise those abilities on a non-airport call. Going by the book I would have to call Customer Service and tell them what I wanted to offer. In most cases, they would have me execute it so they could take another call.

It was kind of a bummer when someone who had a consolidator fare from Cheaptickets.com or Hotwire would call. I had to send them to the airport to change it even though they would be using a DL Direct agent anyways. There were a couple calls that I sent to the airport and took their call again on the DL Direct line. Thankfully they didn’t know it was me.

A rose by any other name…

To break up the monotony and help remember calls better, we were allowed to establish aliases. My alias for everything besides DL Direct calls was Matt Murdock from Daredevil. (I don’t care what anyone says, I think the Ben Affleck vehicle was grossly unappreciated.) Aliases also give the agent a little buffer. I could say to myself, “they aren’t yelling at me (James), they are yelling at the situation (and Matt).” Aliases were registered so if you weren’t treated well and you called back to complain, they could track it to the proper person. Who else can say that they worked with Madonna? Though that was someone’s actual given first name, not an alias.

Honesty will get you everything.

One of the policies at Delta when a person missed a flight was to charge a $25 Same Day Confirmed (SDC) fee. One day I got an airport call into my DL Direct line from a father traveling with his son. He owned up to missing the call for his flight explaining that they had arrived at the airport early and were playing in the terminal. He said he knew that it was $50 and he was okay with the charge.

Passengers that were aware of the charges and went along with them were a rare find. I can’t count the number of times people got to the airport ten minutes before departure and thought they should be reaccommodated for free. When I put this person on hold to do the SDC, I was expecting to charge him. Something told me to verify the check-in times on his record, and to my surprise, he was telling the truth.

It was plausible for the airport he was in (Atlanta I believe) that if he and his kid were playing in the concourse, he wouldn’t have heard the announcement. Though I had his ok to charge him and it was totally in my right to do so, I decided to waive the fee. It was the right thing to do and I couldn’t fault a dad for spending time with his kid.

When in doubt, take the money…

Depending on the duration of inconvenience for a given problem, we had tiers that we could offer. It was usually a certain dollar amount in a Delta travel voucher or Skymiles. They could be the same amount, 5,000 Skymiles or a $50 voucher, and people would take the Skymiles. I won’t get into whether Skymiles should be called Skypesos or not but I think people got fooled by the numbers.

Let’s make it clear, through its relationships with AMEX and other vendors, Delta gives out Skymiles like candy. At best, the airline evaluates them at a penny per mile. It’s in Delta’s best interest for you to take Skymiles because it’s a future liability that may never be realized (like if your account goes dormant and you lose the miles). Vouchers on the other hand will probably be used. Skymiles are selling the possibility of a SkySaver award, not the availability. Just as you should request cash for a voluntary bump instead of a voucher, request the voucher instead of Skymiles.

Though the pay wasn’t the best, my time at Delta gave me a chance to the world and has made my flying experience on all airlines better.

James Williams is Software Engineer based in Silicon Valley and blogs after more geeky programmer stuff over at http://jameswilliams.be/blog

[Photo via Flickr user vlima.com, CC 2.0]

Remember, I’m on vacation starting now. Be back with you again next week.

—-

Why Continental and United Chose Southwest to Curry Favor with the FedsBNET Headwinds
The big news is Southwest grabbing slots in Newark as part of the Continental/United effort to get federal approval. Why did Continental/United choose them?

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Continental and United pilots have come together to ask for something that they know they won’t get. Can’t say that’s the strategy I would have chosen.

Southwest Flight Attendants Strike Back, Deny Intent to Block Larger AirplanesBNET Headwinds
Southwest flight attendants weren’t happy with my previous post, but I’m not walking away from my stance.

United/Continental Merger: Three Exec Appointments That Stand OutBNET Headwinds
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Southwest Pilots Chime in With Caution on New Aircraft PurchaseBNET Headwinds
The news keeps unfolding with the Southwest 737-800 order. Now the pilots appear to be sending up signals of caution.

Many of you know that I’ll be going on vacation next week, but I thought I would squeeze in one more Delta post today. Next Tuesday through Friday, I’ll have guests posts ready for you and then Tony Charaf, President Delta TechOpswe’ll get back to Delta again the following week.

Today, let’s start with the mammoth Delta TechOps maintenance facility. With 63 acres, this place now serves 150 airlines worldwide. My question was simple. How could an airline which outsources some maintenance to other countries create a growing, profitable maintenance business inside the US as well? The answer actually makes a lot of sense.

I first met with Tony Charaf, President of Delta TechOps. Tony told me how the Northwest merger had brought the airline the capability to work on Airbus aircraft, and that meant Delta could now service most of the world’s fleet. While Northwest had worked to outsource nearly all its maintenance, Delta has gone the other way and has built a strong business. But how does that work when it’s generally so much cheaper for other airlines to outsource to  countries with lower labor costs? This requires a deeper view of what is actually involved in More Engine Workmaintenance. Delta has decided to build a highly-skilled technical workforce that focuses on the more complex and niche-market tasks.

I was taken through the maze that makes up the airline’s engine shop. Delta mechanics overhaul around 600 engines per year. I saw a very active shop working on all kinds of different engines from airlines around the world. For this kind of maintenance, Delta does nearly all of the work on its own fleet in-house. What doesn’t it do? Some engines are on such a small fleet that it makes little sense to do it themselves. For example, Delta doesn’t do the engines that power its small 767-400 fleet.

Why not just do the work on a small fleet as well? It’s incredibly expensive. And that’s one reason Delta’s in this business at all. Starting an engine shop requires a very serious amount of capital, a high barrier-to-entry that makes the business even more attraMore Delta Maintenancective for existing organizations. But even some engines don’t make sense.

On my tour, I was handed a small piece of metal to review. It looked like junk, but it alone was worth about $20,000. Like I said, a lot of money is required and a very skilled workforce is as well. Because of these things, the engine business actually has a much larger margin than the airframe business. It’s some of that airframe business that Delta does outsource for its own fleet.

Maybe I should back up and explain what an airframe business is. Airplanes are required to go through certain checks during their lives. You check for problems that might be lurking under the surface, like corrosion. The heavier checks can take a couple weeks, but these are not nearly as skilled as the engine work, so Tony explained that Delta outsources some of that to make room for additional high-margin engine work.

I asked why Tony wouldn’t just do it all in-house. Why not grow the business further? The airframe margins are apparently razor-thin and it’s too hard for Delta to compete with places that have lower labor costs. The lower barriers to entry mean it’s just not a great business for Delta.

But Delta does do some airframe work, and it focuses on specialized work there as well. ForLAN 767 Getting Winglets example, while I was there I saw a LAN 767 getting retro-fitted with winglets. Delta has so much experience doing that work that it can do it very quickly compared to others who haven’t done as many. And while the airplane is there, Delta can do regular airframe checks as well. You’ll also see Delta doing specialized work on things like the landing gear and auxiliary power units.

Delta even has some reciprocal agreements. Aeromexico, for instance, will do some airframe work on Delta’s fleet while Delta does the engine work for Aeromexico. It’s a strategy that has been working.

The result is, as mentioned, 150 customers around the world. And that’s just the beginning. Tony said that beyond Atlanta, Delta expects its maintenance facility in Minneapolis to get governmental approval to do work for other carriers by the end of the this year. Detroit will follow in 2011.

This strategy, now working, has taken some time to refine. The IT integration was critical and took up a great deal of time. Now that the dust has settled and the business is growing and profitable, things are humming along.

Tony explained that success can be described this way.

We have succeeded in this organization by taking our strategy on the second floor [the offices] and building buy-in on the first floor [the shop floor].

It sounds like management fluff, right? But it is true. And it’s also pretty easy to achieve when you have a growing, profitable business that pays good wages. Then everyone’s happy. So for now, things are working out quite nicely.

As mentioned yesterday, I had the chance to go visit Delta this week for a visit. While I’m putting together posts from my time there, I figured it would be easiest to just start with a trip report. Remember, these Delta SkyPriority Check-In LAXflights were provided by Delta.

I wanted to fly out on Monday midday because I had an appointment in the morning. Sure enough, there was an 1145a flight out of LAX on the 777LR, the one that comes from Sydney. I picked that one and found myself booked into BusinessElite. This was gonna be goodRotunda in Delta SkyClub LAX.

I headed to the airport a little early and found the terminal bustling even though it was a relatively low time of day. I went over to the SkyPriority area for first class and elites and I checked myself in at the kiosk. Then it was off to security.

Like I said, this wasn’t a peak time, but security was disorganized. I looked for an elite line and didn’t see one (nor did I see any signs at all, really). A Executive Golfers Fly Delta Apparentlylineminder pointed me to a line on the far side and I went there. Then I sat. With only a few people in front of me, it still took more than 10 minutes to get through.

Once through, I headed to the SkyClub. It was set up for me to go in so that I could see the newly-renovated club, and they’ve done a really nice job. The club is quite large with one huge room separate by a snack bar with, of course, ample free liquor. On the other side, there were a couple of small rooms, one for working and one for “quiet.” I’m fairly certain that the entire club was reserved for golfers, actually. Check out this Sterile Corridor Between Terminal 5 and 6 at LAXmagazine rack.

My flight was leaving from next-door Terminal 6, (Delta doesn’t have enough room to handle all the widebodies in its own Terminal 5) so I realized I had to get a move-on. I came back downstairs and then went into the old underground tunnel to get to the other terminal. That is one long, white, and barren pathway, but it popped me out right on the other side so that’s all that matters.


August 30, 2010
Delta 1754 Lv Los Angeles 1145a Arr Atlanta
Los Angeles (LAX): Gate 68B, Runway 25R, Depart 13m Late
Atlanta (ATL): Gate E10, Runway 9R, Arrive 9m Early
N701DN, Boeing 777-232LR, Spirit of Delta, ~100% Full
Seat 14D, BusinessElite
Flight Time 3h40m

I walked up to the Mob Boarding 777 to Atlantagate to find a mob of people in the throes of boarding. I looked for the SkyPriority (old Breezeway) lane for First Class boarding but it was mobbed as well. When I finally got to the front of the line, I said, “No SkyPriority line today?” The agent looked at me and said, “No, it’s just too hard to do over here. I’m sorry about that.” At least he was nice about it, I guess. With that, I went onboard.

Most of the airplane had already boarded, though there were still a few behind me. I found my seat, the prime spot at the back of the cabin, and started to explore. The back of the cabin is excellent because you have a tall fixture on the back and side that gives you more privacy. There’s nobody looking in on you, as is often the Delta Flatbed BusinessElite Herringbone 2case with herringbone seats.

The seat itself looked good, but the wear on this new plane was already showing. The blue leather looked a bit tired and the plastic fixtures were chipping a little as well. But the seat itself was comfortable, and I just waited for takeoff. The next thing I saw was actually quite shocking.

I saw flight attendants taking bags from passengersDude with Bare Feet in coach and finding empty spots for them in BusinessElite. No, it’s not shocking that they were using BusinessElite bin space. It was surprising that the flight attendants were doing the heavy lifting. It was great service. What wasn’t great was the dude who sat down, promptly flipped his shoes off, and displayed his dirty bare feet for the world to see.

Soon, it was time to push back but the captain said we were just waiting for more cargo to be loaded. We pushed back about 15 minutes late and then headed toward the runway. The safety demonstration was interesting. Since there are no open monitors allowed on the ground in BusinessElite, we could only hear the video but couldn’t see good ole’ Deltalina. Instead, we just had a couple Herringbone Seat Controlsflight attendants up front doing the demonstration for us.

Then we took to the skies and I sat back to play with the seat. There are 7 different buttons and I found it pretty confusing. I can’t imagine what an older or less tech-savvy person would do with this. I brought my seat down into a relaxing position and then went to pull out the television. It came out and then slammed back shut. Yep, the screw was a little loose and my guess is that it was on the way in from Sydney as well since there were some plastic wrappers shoved in there to try to make it steady. It became less of a problem once we leveled out, of course.

The other problem was with the headset jack. It’s a two-prong jack and they give you a single prong headset with an adapter. Unfortunately, the headset kept popping out of the adapter. It took me awhile to find a magic spot where it would stay still.

The lead flight attendant came by with a very long paper print out from a dot matrix printer. She took my order and wrote it down on the page. I said, “That’s a heck of a long list you have there.” She unrolled it and said, “Yep, take a look at all those precious metals. I’m just kidding, everyone is precious.” It’s amazing how much nicer things can sound with a southern accent.

I opted for a ginger ale and the hot chicken sandwich, and I went to pull out my tray table. That’s when I realized you couldn’t do it without getting out of the reclined position. So I did and then pulled the tray out after some difficulty. The tray itself got stuck, so I had to jiggle it out. Then I was ready to go. I had a movie on, I had my tray out, and I was in a semi-comfortable Brett the Laviator in Spacious 777 Lavposition.

The food was pretty good, and I kept the bag of Ruffles for later. Then I watched a couple movies and settled in. The bed was actually quite comfortable in the flat position. I had plenty of room to stretch out since I’m short, and the width wasn’t a problem.

I had the chance to finally join an exclusive club. Yep, I’m now a laviator. I had a heck of a large lav to work in – on the right side between the two BizElite cabins. There was even a full length mirror in there. I don’t think I’ve seen that before.

Back at my seat I had a nice scotch and watched another movie. Thrust Reverser on Landing 777 in AtlantaLater, the flight attendants came through with a snack basket. Somehow, I was able to pass on the junk food (they had Twix, this requires serious self-restraint) and instead had a really good banana.

As the afternoon grew longer, we made our way into the deep south. Soon we were descending through a high layer of clouds. We had an uneventful landing to the east. After parking at the E gates (the plane was heading on to Dubai), I had a long way before I got back to the terminal.


September 1, 2010
Delta 110 Lv Atlanta 735a Arr LAX 914a
Atlanta (ATL): Gate E3, Runway 8R, Depart 1m Early
Los Angeles (LAX): Gate 53A, Runway 25L, Arrive 6m Late
N648DL, Boeing 757-232, Red Widget, ~70% Full
Seat 2A, First Class
Flight Time 4h7m

As I’ve already mentioned in a previous post, the visit was fantastic, but soon it was already time to come home. I arrived at the airport by 620a for a 735a flight, but I didn’t need that much time.

I used the SkyPriority line and it took me a little more than 10 minutes to get through security. I’m actually surprised that there was only one x-ray machine and security gate for SkyPriority in Atlanta. Then I hopped on the train for the long ride out to gate E3.

The gate area looked empty and the flight clearly wasn’t full. They boarded the flight on the early side, so I just hopped on and did some work online. I was determined not to log on Domestic First Class Seat Deltain the air despite this airplane having wifi. I like being disconnected up there.

This flight was on a 757 with the regular domestic First Class. As mentioned, it had wifi and it also had individual screens. I was set.

It was a beautiful day in Atlanta, and we had only a short wait before launching into the morning blue. We turned around and started making our way west. Breakfast was served and I opted for cereal, which also came with yogurt, a bagel, and fruit.

I finished a movie from last time, and then I flipped on the Karate Kid. I missed about an hour in the middle when I actually fell asleep. That does’nt happen to me very often, but I was exhausted. When I woke up, we were somewhere over New Mexico and they brought back a snack basket for anyone who wanted. Eventually, we landed at LAX and had to wait a little while for the alleyway to clear. Just a few minutes late, I hopped off and went home.


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