Attention All Passengers (34 page)

———,
Consumer Reports Money Adviser
, 2004–2011 (numerous).

———,
Consumer Reports
Online
, 2000–2011 (numerous).

———,
Consumer Reports ShopSmart
, 2006–2011 (numerous).

——— (editor),
Consumer Reports Travel Letter
, 2000–2003 (numerous).

———,
Consumer Reports WebWatch
, 2002–2005 (numerous white papers).

———, “Sky Box: Shag or Shul?”
New York
, September 27, 1999.

———, “Forcing the FAA to Fly Blind,”
New York Times
, April 10, 2011.

———, “Plane Talk,”
T&E
, February 2006.

———, “All Aboard,”
T&E
, October 2006.

Notes

NOTE: In certain cases follow-up interviews were conducted in person and/or by telephone and/or by email.

In addition, there were dozens of other interview subjects who did not wish to be identified; these included FAA safety inspectors, air traffic controllers, federal air marshals, TSA screeners, airline mechanics, airline pilots, airline dispatchers, airline customer service agents, airline flight attendants, and travel/aviation journalists.

Selected Initial Interviews

Randy Babbitt [telephone], 1 Jul 2011.

Ritu Bararia, Gurgaon, India, 19 Apr 2011.

Arnold Barnett, Cambridge, Massachusetts, 1 Apr 2011.

Helane Becker [telephone], 1 Jun 2011.

Gordon Bethune [telephone], 8 Jun 2011.

Larry Bleidner, Los Angeles, California, 26 Mar 2011.

Jack Blomfeld [telephone], 22 Aug 2011.

Severin Borenstein, Berkeley, California, 28 Mar 2011.

David Bourne, Washington, D.C., 9 Jun 2011.

Susan Bourque, Buffalo, New York, 2 Jul 2011.

Joe Brancatelli [telephone], 23 May 2011.

Chris Brown [telephone], 3 Aug 2011.

Fred Brown [telephone], 16 Mar 2011.

Jan (Lohr) Brown [telephone], 11 Mar 2011.

Gabe Bruno, Arlington, Virginia, 8 Jun 2011.

Linda Burbank, San Francisco, California, 29 Mar 2011.

Brenda Cantrell, Scottsboro, Alabama, 22 Jan 2011.

Al Carlo [telephone], 19 Jul 2011.

Dave Carroll [telephone], 9 Feb 2011.

George Castro, Atlanta, Georgia, 20 Jan 2011.

Gordon Clark [telephone], 20 Jun 2011.

Jenny Cobb, London, U.K., 20 Apr 2011.

Roger Cohen [telephone], 9 Mar 2011.

Bill Collins, Tulsa, Oklahoma, 29 Jun 2011.

John Conley [telephone], 14 Jul 2011.

Jerry Costello [telephone], 21 Jul 2011.

Jami Counter, New York, New York, 25 Jan 2011.

Robert Crandall, Palm City, Florida, 7 Feb 2011.

Todd Curtis [telephone], 1 Jun 2011.

Mary Rose Diefenderfer [telephone], 16 Jun 2011.

Gail Dunham [telephone], 24 May 2011.

Jill Dunn [telephone], 12 Jun 2011.

Bogdan Dzakovic [telephone], 13 Aug 2011.

Karen Eckert, Buffalo, New York, 2 Jul 2011.

Gareth Edmondson-Jones [telephone], 2 Jun 2011.

Clark Kent Ervin [email], 9 Aug 2011.

Kim Farrington, Arlington, Virginia, 8 Jun 2011.

Linda Faulk, Denver, Colorado, 16 Jul 2011.

Jim Faulkner [telephone], 8 Jul 2011.

Charles Foss, St. Louis, Missouri, 29 Jun 2011.

Eadie Francis, San Diego, California, 22 Jul 2011.

Pat Friend [telephone], 18 May 2011.

Billy Glover, Renton, Washington, 19 Jul 2011.

John Goglia, Boston, Massachusetts, 1 Apr 2011.

Lisa Goldman, Jamaica, New York, 26 Mar 2011.

Bob Goldner, Washington, D.C., 6 Jun 2011.

Kenneth Goodpaster [telephone], 23 May 2011.

Mary Anne Greczyn [email], 8 Jun 2011.

Bill Hagan [telephone], 15 Apr 2011.

James Hall [telephone], 15 Jun 2011.

Kate Hanni [telephone], 14 Jun 2011.

Al Haynes [telephone], 18 Mar 2011.

John Heimlich [telephone], 3 Aug 2011.

Harris Herman, New York, New York, 25 Feb 2011.

Deborah Hersman, Washington, D.C., 21 Mar 2011.

Troy Hinrichs, Tulsa, Oklahoma, 30 Jun 2011.

Alex Hinton, Dallas, Texas, 30 Jun 2011.

George Hobica, New York, New York, 25 Jan 2011.

James Hoffa, Washington, D.C., 9 Jun 2011.

Hubert Horan [telephone], 4 Mar 2011.

Paul Hudson [telephone], 11 May 2011.

Ed Jeszka, Arlington, Virginia, 8 Jun 2011.

Jeff Johnstone [telephone], 2 Apr 2011.

Kori Blalock Keller, Washington, D.C., 7 Jun 2011.

Gary Kelly [telephone], 26 Aug 2011.

Louie Key [telephone], 2 Jun 2011.

John King, Tewksbury, Massachusetts, 23 Jun 2011.

Joan Kline, Morristown, New Jersey, 15 Jan 2011.

Kendall Krieg [telephone], 19 Jul 2011.

Susan Kurland, Washington, D.C., 6 Jun 2011.

Raymond LaHood, Washington, D.C., 6 Jun 2011.

Michael Landry, Tulsa, Oklahoma, 29 Jun 2011.

James Lardner [telephone], 11 Mar 2011.

Philomena Larsen, Buffalo, New York, 2 Jul 2011.

Robert MacLean [telephone], 29 Jul 2011.

Sarah MacLeod [telephone], 12 Aug 2011.

Pedro Mari, Tulsa, Oklahoma, 30 Jun 2011.

Nora Marshall, Washington, D.C., 21 Mar 2011.

Suzanne Martin, Atlanta, Georgia, 22 Jan 2011.

Bernadette McCulloch [telephone], 20 May 2011.

Mike McDonald, Tulsa, Oklahoma, 29 Jun 2011.

Dan McKenzie, Chicago, Illinois, 22 Jun 2011.

Diane McMullin, Renton, Washington, 19 Jul 2011.

Carol McVitty, Victorville, California, 22 Jul 2011.

Dawn Mikkelson [telephone], 27 May 2011.

P. L. Miller, San Diego, California, 22 Jul 2011.

Chris Moore [telephone], 25 Apr 2011.

Brian Moran [telephone], 10 Jun 2011.

Diana Moss [telephone], 17 Jun 2011.

Brad Mueller, Tulsa, Oklahoma, 29 Jun 2011.

Scott Mueller [telephone], 9 Jul 2011.

Rose Mulligan, Hartford, Connecticut, 12 Jun 2011.

Ralph Nader [telephone], 14 Jun 2011.

Lisa Orman [telephone], 15 Jun 2011.

Ms. Patel, Mumbai, India, 19 Apr 2011.

Barbara Peterson, Hastings, New York, 7 Mar 2011.

Bob Peterson, Renton, Washington, 19 Jul 2011.

Nicole Piasecki, Renton, Washington, 19 Jul 2011.

Peggy Post [telephone], 24 Feb 2011.

Joe Prater, Tulsa, Oklahoma, 29 Jun 2011.

Jon Prentice, Atlanta, Georgia, 22 Jan 2011.

Howard Putnam [telephone], 5 May 2011.

Joe Reynolds, Boston, Massachusetts, 25 Jun 2011.

David Saucedo [telephone], 22 Apr 2011.

Mitchell Schare, Hempstead, New York, 15 Feb 2011.

Bridget Ann Serchak, Washington, D.C., 21 Mar 2011.

Earlene Shaw [telephone], 26 May 2011.

Rolfe Shellenberger [telephone], 18 Feb 2011.

R. Bruce Silverthorn, Buffalo, New York, 1 Jul 2011.

Steven Slater [telephone], 27 Jun 2011.

Brett Snyder [telephone], 4 May 2011.

Jay Sorensen [telephone], 27 May 2011.

Tess Sosa [telephone], 4 Apr 2011.

Brent Strickland, Tulsa, Oklahoma, 30 Jun 2011.

Brian Sullivan [telephone], 12 Aug 2011.

William Swelbar [telephone], 28 Jun 2011.

Kerry Thorson, Tulsa, Oklahoma, 30 Jun 2011.

Glenn Tilton [telephone], 23 Jun 2011.

David Toomey [telephone], 10 Jun 2011.

Corky Townsend [telephone], 19 Jul 2011.

Maria Trejos [telephone], 26 May 2011.

Charles Unger [telephone], 15 Jun 2011.

Stephen Van Beek [telephone], 14 Mar 2011.

William Voss, Alexandria, Virginia, 6 Apr 2011.

Shainon Vyas, Mumbai, India, 18 Apr 2011.

Anthony Willett, Washington, D.C., 6 Jun 2011.

Jan Wood [email], 28 Apr 2011.

Richard Wyeroski, Arlington, Virginia, 8 Jun 2011.

Jerry Yates, Tulsa, Oklahoma, 29 Jun 2011.

Jeanne Yu, Renton, Washington, 19 Jul 2011.

Irene Zutell [telephone], 16 Jun 2011.

Chapter 2: What Happened to the Airlines?

1. Lardner and Kuttner, “Flying Blind: Airline Deregulation Reconsidered.”

2. Author interview with Michael Levine.

3. Author interview with Robert Roach.

4. “Furious, American's Unions Talk of New Votes,”
New York Times
, April 22, 2003.

5. American Customer Satisfaction Index, “Passenger Discontent Pervasive for Airlines.”

Chapter 3: Collusion and Confusion: How Airlines Don't Play by the Rules—and How Passengers Pay

1. OpenSecrets.org, 2011.

2. Business Travel Coalition, “Predatory Airline Behavior Is Back.”

3. Transportation Research Board, “Entry and Competition in the U.S. Airline Industry.”

4. Ibid.

5. Oster and Strong, “Predatory Practices in the U.S. Airline Industry.”

Chapter 4: So You Think You've Found the Lowest Fare

1. Bailey, “Air Transportation Deregulation.”

2. Author interview with Bob Harrell; author interview with John Heimlich.

3. Author interview with Ed Perkins.

4. Author interview with Al Anolik.

5. Moss, “Airline Mergers at a Crossroads.”

6. Author interview with Randy Petersen.

7. Author interview with Tim Winship.

Chapter 5: A Mad Race to the Bottom: How Airlines Mistreat Employees, Outsource, and Ignore Passengers

1. U.S. Intelligence Community/National Intelligence Council, “Mapping the Global Future.”

2. Author interview with Pat Friend.

3. Ibid.

Chapter 6: When Your Airline Isn't Your Airline: Regional Carriers Provide Lower Levels of Service and Safety

1. Author interview with Bob Mann.

2. “Airline Ticketers Find Ways to Skirt New Law,”
Buffalo News
, Dec. 13, 2010.

3. Author interview with Tim Winship.

4. Author interviews with Kevin Mitchell and Charlie Leocha.

5. Author interview with Juan Alonso.

6. Author interview with Todd Curtis.

7. Author interview with Michael Levine.

Chapter 7: Outrageous Outsourcing: The Single Greatest Threat to Airline Safety

1. U.S. Department of Transportation/Office of Inspector General, “Air Carriers' Outsourcing of Aircraft Maintenance.”

Chapter 8: Unsafe at Any Altitude? Facing Unprecedented Dangers

1. Author interview with Todd Curtis.

2. Author interview with Jeff Marcus.

3. Author interview with Tom Haueter.

4. Author interview with Congressman James Oberstar.

5. Author interview with Tom Brantley.

Chapter 10: Lights, Camera, Strip Search: The Tragicomedy of Airline Security

1. Levin, “Airlines Seek to Move Air Marshals from First Class.”

2. Author interview with Bruce Schneier.

3. U.S. Government Accountability Office, “Use of Covert Testing to Identify Security Vulnerabilities.”

4. Peterson, “Inside Job: My Life as an Airport Screener.”

5. “GAO Cites TSA Detection Equipment Standards Disarray,” Representative John Mica, July 12, 2011.

6.
Canadian Journal of Police and Security Services
, June 2005.

7. “Technology and Liberty: Airport Security,” American Civil Liberties Union, Nov. 17, 2010.

Chapter 11: Cloudy Skies: Aviation's Carbon Footprint

1. Author interview with Paul Dempsey.

2. Author interview with Juan Alonso.

3. Author interview with Ian Waitz.

4. Treehugger.com, “Greenopia Rankings Push Airlines to Pursue Virgin,” May 20, 2011.

5. Author interview with Dudley Curtis.

6. Alonzo, Waitz, et al., “Greening U.S. Aviation.”

Chapter 12: Ink-Stained Wreckage: How Airlines Manipulate the Media

1. Crouch,
The Bishop's Boys: A Life of Wilbur and Orville Wright.

2. Author interview with Kevin Mitchell.

3. “Rules and Restrictions Apply,”
Washington Post
, May 29, 2000.

Index

The pagination of this electronic edition does not match the edition from which it was created. To locate a specific passage, please use the search feature of your e-book reader.

Acker, Ed, 2

aircraft, 305

ages of, 187, 201, 219

crashes of, 4, 12, 123, 137, 141–45, 150–52, 160–63, 165–67, 169–73, 175–76, 184, 188, 199–202, 204–7, 211–13, 215–20, 223–27, 232–46, 255, 264, 289–90, 295, 298, 302

regional airlines and, 5, 138–39, 142, 145–46, 148, 150–51, 153–58

speeds of, 8, 230–31, 244, 281

terrorist attacks on, 250–51, 253, 257

see also
carbon emissions; maintenance; passenger loads

airfares, 3, 5–6, 41, 45, 77–83, 87–105, 114, 119–20, 172, 293, 307

airline consolidation and, 62–66, 68

bias in, 79–81

and commoditization of airline seats, 93–95

deregulation and, 43, 46–50, 52, 87, 93, 97

fare basis codes and, 91–92

fees and taxes in, 89–90, 95–100, 102–3, 309

frequent flyers and, 91–92, 101–5

fuel costs and, 99–100

predatory pricing of, 71, 77–79

regional airlines and, 155, 157

reregulation and, 53–54, 309–10

safety and, 90, 226–28

Southwest Effect in, 100–101

Air France, 16, 175–76, 233, 240

airlines:

alliances of, 71, 73–76, 79, 81–84, 98, 211–14, 217, 257

competition among, 17, 24, 36, 40–41, 47–49, 51–52, 62–67, 71, 77–81, 87, 95, 99–100, 110–11, 131, 147, 155, 157, 166, 194–95, 310

consolidation of, 4, 44, 48, 51, 58–59, 62–69, 78, 109, 135–37, 147, 164, 188, 190, 192, 291–92, 310

finances of, 4, 6, 8, 22, 24–25, 27–29, 43, 49, 51, 55–64, 73, 96–100, 103, 105, 110, 123–25, 128–29, 132, 137, 145, 153, 156–59, 164, 166–67, 173–74, 182, 188, 194, 212, 216, 227, 238, 253, 263–65, 275–79, 281–82, 287, 291

in history, 22–23, 25, 44–45, 63–64, 82, 94, 104, 109, 132, 138

lawsuits against, 4, 19–20, 71, 217–18

lobbying of, 71–73, 76, 167, 281, 287, 294, 308

shutdowns and bankruptcies of, 4, 52, 58–64, 68, 77–78, 122, 134–35, 171–72, 190, 195, 312

Air Midwest, 144, 169–71, 193

airports, 4, 31, 39, 79, 121, 136, 206, 279, 289, 308, 313

deregulation and, 47–48

hubs and, 54, 62, 77, 90

maintenance and, 187, 193, 267

regional airlines and, 146, 157–58, 161

safety and, 202–4

security and, 126, 252, 254, 257–61, 266–67

air rage, 3, 22, 28–30

air traffic controllers, air traffic control, 277–79, 311

carbon emissions and, 278–79

deregulation and, 47, 50

firing of, 125–26

regional airlines and, 156–57

safety and, 202, 204–5, 229, 277, 279

AirTran, 100, 124, 152, 188–89, 219

merger of, 64, 66, 68

Air Transportation Oversight System (ATOS), 218–21

Alaska Airlines, 11, 35, 57, 100, 103, 124

crash of, 215–19, 295

regional airlines and, 147, 154, 315

Aloha Airlines, 189

Alonso, Juan, 159, 271, 275–76, 281–83

American Airlines, 24, 52, 57, 64–66, 71, 78–82, 84, 101, 124, 162, 253, 270, 280, 309

airfares and, 79–80, 92, 94, 100

bankruptcy of, 59, 172, 195

crashes and, 144–45, 234

employees and, 113, 116, 130–31, 135

frequent flyer program of, 103–4

lobbying of, 73, 76

maintenance and, 5, 172, 174, 194–95

predatory behavior and, 78–79

regional airlines and, 144–45, 147, 150, 176, 315–16

tarmac delays and, 36, 39

American Eagle, 147, 152–53, 156, 315

America West Airlines, 37, 59, 64, 69, 76, 252, 266, 297, 300

Anderson, Richard, 124, 192

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