My buddy Tom Pallini over at Enterprise Insider just lately posted an article with a headline that sparked a little bit of furor within the frequent flyer group: I flew on American’s Boeing 737 Max and located the airline doing the naked minimal to tell passengers they have been booked on the infamous aircraft.  Disregarding the headline (doubtless written by an editor), I gave it a learn and wished to present my ideas.

To what lengths ought to airways go to tell prospects they’re flying on a 737 MAX?

Tom did a terrific job of declaring the completely different locations you might see the plane sort when reserving a ticket on American.  I simulated my very own reserving to indicate you the varied locations you’ll be able to see the plane sort on which you’re reserving:

On the search outcomes web page:

On the seat choice web page:

On the journey abstract web page:

After which within the app when you’ve made your reserving:

As Tom found, the airplane sort is even listed on the gate screens at many American hubs, however that relies on the airport.

The most important distinction is between American and United.  In case you e-book a flight on a MAX on United, you’ll largely see the MAX in the identical locations as American:

On the reserving web page (ahem, discover they suggest you fly on the MAX):

However if you get to the evaluate journey itinerary web page, you’ll see the next notification:

I haven’t spoken with anybody who flew on the United MAX since its return to service somewhat over per week in the past however I think about the airport expertise was largely the identical as American.  The one onboard distinction could be American utilizing a regular 737 security card whereas United has a selected security card for the MAX.

So let’s get again to the query: to what lengths ought to airways go to tell you you’re flying on a MAX?  My opinion: they need to deal with the MAX no otherwise than another plane sort.

Why?

The 737 MAX is an inevitability

The MAX is the fastest- and best-selling aircraft in historical past.  Sure, it was grounded for 2 years, however it’s been licensed as secure to fly by just about each governing physique.  It’s going to be exhausting to keep away from the MAX eternally.  As I mentioned in my article on client habits we discovered about throughout COVID, American has a coverage that if a buyer doesn’t really feel comfy flying the MAX, they are often rebooked without cost…however no one is admittedly asking to be rebooked.

Now, if an American agent ran by means of the gate space screaming “OMG THIS FLIGHT IS ON A 737 MAX YES THE SAME ONE THAT CRASHED TWICE TWO YEARS AGO BECAUSE OF A SOFTWARE FAULT THAT HAS SINCE BEEN REPLACED AND CERTIFIED BY EVERY GOVERNING AVIATION AUTHORITY AHHHHHHHHHHH” then I think about extra individuals would rebook, however I don’t suppose that’s practical. 

Airways are within the enterprise of safely flying passengers and cargo from one place to a different.  If an airline was pressured to aggressively warn you when boarding a jet that had beforehand crashed, American, for instance, could be required to tell you earlier than each flight on each plane besides the 787.  That’s not honest to the airline and never honest to the buyer.  Flying is secure.  In case you prepare prospects to be scared earlier than boarding a flight, they’re going to be scared your entire flight and panic each time they fly by means of turbulence or something sounds completely different.

The 737 MAX goes to be not possible to keep away from, and, should you don’t concentrate, you doubtless gained’t even notice you’re flying on one.  The a lot greater story is American/United’s compressed inside with no seatback screens, actually (though they do have cellphone/pill holders).

It’s as much as every certainly one of us to take accountability for our flying expertise

I get it.  I’m a nervous flyer.  I do know that sounds ridiculous as I’ve frequently flown greater than 200,000 miles a 12 months, however sure I’m a nervous flyer.  I hate turbulence.  I hate random adjustments in course after MH370.  I hate climbing out of a storm after AF447.  However if there’s an plane sort I might reasonably not fly, you could be sure I’m going to verify the plane sort myself earlier than ever reserving it.  

I don’t suppose it’s on American nor United to do greater than they’re doing.  By treating the 737 MAX like they’d another aircraft sort, finally prospects will as nicely.  Some prospects won’t ever fly a MAX once more, and that’s okay.  I’m not judging anybody who refuses to fly the plane sort.  I am saying, nonetheless, that it must be a private choice made with the quite a few locations the airways already inform you.

What do you suppose?  Would you experience the 737 MAX?  Ought to the airways be required to let you know extra?  Inform me within the feedback beneath!