Freakonomics Radio 534. Air Travel Is a Miracle. Why Do We Hate It?
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Feb 23, 2023 
Join David Neeleman, the innovative founder of Breeze Airways, and Matt Sparks, Delta Airlines' airport operations expert, as they explore the paradox of air travel. They discuss the surprising complexities behind how airlines shape consumer demand and the operational intricacies of airport management. You'll hear about the challenges of baggage handling and the balance between automation and personal service. The conversation reveals why flying, despite its miracles, can be an emotional rollercoaster for travelers.
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Jaster Family's Cancelled Christmas Trip
- Troy Jaster's family's Christmas trip to Omaha was disrupted by flight delays and cancellations due to a bomb cyclone.
- After hours on hold with United Airlines, they lost a day of their trip and ultimately couldn't fly.
Paradox of Airline Satisfaction
- Despite data showing improved customer ratings, more Americans are dissatisfied with flying than ever before.
- This paradox suggests a disconnect between individual flight experiences and the overall perception of air travel.
Southwest's Antiquated System
- Southwest Airlines' Christmas meltdown stemmed from an antiquated scheduling system reliant on phone calls.
- This outdated infrastructure led to cascading cancellations when their phone lines were overwhelmed.