About David Burns

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So far David Burns has created 48 entries.

Long on-board delay focus won’t solve air traffic crisis

Long on-board delays. Perfect fodder for yellow journalists and for government officials looking for easy causes to help with reelection. But they are not the right focus for those hoping to convince government officials to fix our ailing national Air Traffic Control (ATC) system.
By |March 31st, 2009|Today|1 Comment|

Delta’s uncomfortable decision — Coke or Pepsi?

The Atlanta Journal-Constitution reports that Delta’s decision to continue its practice of serving Coca-Cola products is up in the

By |March 26th, 2009|Today|10 Comments|

DOT’s monthly report reveals a new winner … uh, loser

The U.S. Department of Transportation released its monthly Air Travel Consumer Report yesterday, which covers on-time, lost baggage and complaint data for January 2009. According to the DOT, things got better for travelers. On-time performance inched up a bit, fewer reports of lost baggage were filed and fewer of us found things to complain about.
By |March 12th, 2009|Today|1 Comment|

Airline performance got better in 2008? Prove it!

The U.S. Department of Transportation released its latest Air Travel Consumer Report (PDF) on Monday, including year-end figures for on-time performance, mishandled baggage and consumer complaints. While many in the blogosphere and on the internet message boards have been busily stewing in their own resentful juices, it seems things got better for travelers without us even noticing.
By |February 10th, 2009|Columns|1 Comment|

What’s next for the survivors of US Airways 1549?

After the cameras and the reporters go away, what happens to the survivors or the families of the victims of an airplane crash and who takes care of them? Former airline employee David Burns discusses his experience with post-accident family assistance.
By |January 16th, 2009|Today|8 Comments|

Will someone please tell the Times that pigs can’t fly?

US Airways may never live down the case of the flying pig. But as the sacrificial swine -- er, lamb -- in that situation, it may have paved the way for better management of service animals in airline travel.
By |January 6th, 2009|Today|2 Comments|

Good news about flight delays? No kidding

The Department of Transportation released its monthly Air Travel Consumer Report (PDF) Friday, giving us on-time, mishandled baggage and consumer complaint data for September. There have been several news reports on the high-level glamor stuff, but what about the parts of the iceberg under the water?
By |November 10th, 2008|Columns|0 Comments|

Is passenger “entitlement” the fault of Baby Boomers?

Today's "Millennial" generation presents unique challenges for employers. David Burns discusses how airline management may be causing a similar sense of entitlement among passengers.
By |October 24th, 2008|Today|11 Comments|

Why did travelers forget National Customer Service Week?

Every year, the first full week of October is dedicated by Congressional proclamation to customer service "professionals" around the country. David Burns wonders why the travel industry missed it.
By |October 21st, 2008|Columns|6 Comments|

Should air travelers just give up and stay home? Report says: yes

I'd better be careful. If I continue my monthly habit of dissecting the U.S. Department of Transportation's Air Travel Consumer Report, I'm going to wind up on the side of those people who are grousing about our country's lack of a Passengers' Bill of Rights.
By |October 3rd, 2008|Today|4 Comments|