If you’re reading this post there’s a good chance we directed you here from social media. We’re asking you to read this because you think the airport is responsible for an airline problem.
Let’s address two questions: what is the airline responsible for, and what is the airport responsible for?
Start with airlines —
Airlines do the following; this is not a complete list:
- They sell tickets and provide transportation on airplanes.
- They determine the cost of ticket.
- They fly airplanes.
- They cancel flights.
- They update the flight schedules displayed on video screens at airports.
- They staff the ticket counters and gates.
- They park and push back airplanes at the terminal.
- They load and unload your luggage.
- They are responsible for lost or damaged luggage.
- They de-ice airplanes during winter weather.
- They maintain and repair airplanes.
The "Airport" owns, operates, and maintains the physical facility on the ground: the terminal, runways, taxiways, and so on.
The airport leases space to the airlines from which they do business. Airport leases do not include airline performance standards. Why? Because airlines won't agree to them. Bottom line: airlines are responsible for how they conduct their business at the airport and in the air.
Why tell you all this? Because a lot of folks think the airport is responsible for airline operations/customer service. In fact, they’re often encouraged to think so.
Here’s an example we received on the airport Facebook page:
CUSTOMER: “Quick question. The plane was here last night 2/9 and everyone knew about the tire issue with the plane. The announced the issue right before our scheduled boarding time. This caused over an hour delay that could have been prevented by having the maintenance crew come in and fix the issue. Why did this not happen?”
Customer questions like this raise another question — why was the customer convinced that the airport was responsible? Did they just assume that, or did someone tell them it was the airport’s fault?
Based on experience we know airline employees sometimes tell customers things like this: “the airport maintenance crew didn’t fix the tire.”
At best a statement like this is sloppy use of the language. It uses “airport” as a collective word to refer to everyone who works at the airport, be they airline employee, TSA employee, restaurant employee, or someone who actually is an airport employee.
At worst it’s deliberate deceit meant to deflect blame from the airline – the airline employee knows most customers will assume that it means “the airport” is responsible for airplane maintenance.
A more accurate statement would have sounded something like this: “our maintenance crew didn’t fix the problem.” Or this: “we didn’t get the problem fixed in time.”
"Ladies and gentleman, the airport de-icing crew is short staffed so we’re going to be delayed."
"Folks, we're waiting for the airport ground crew to park us at the jet bridge."
From now on, when you hear statements like that, you'll have a better idea of what's going on.
Here's our bottom line ...
Blaming the airport for an airline issue doesn’t do any good, though we do track issues, and, when we see a pattern, bring them to the airline's attention. But ultimately, if you want your concern to make a difference, direct it to the airline that’s responsible. If enough customers do that, it could get the airline’s attention. And please know this: if the issue at hand really is an airport problem, we’ll be the first to say so.
Here's contact information for the airlines that serve Springfield: