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Airtran and Delta

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Dizel8

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Discount airline now has 13 percent of Atlanta market
Mary Jane Credeur
Staff Writer
Discount carrier AirTran Airways continues to wedge its way into the Atlanta market, growing its market share here from less than 5 percent in the mid-1990s to nearly 13 percent today.

During those same years, Atlanta-based Delta Air Lines Inc. (NYSE: DAL) has watched its share of its home territory shrink from nearly 75 percent to 67 percent, according to Atlanta airport records.

AirTran's success has been largely tied to its ability to undercut mainline carriers on their own turf by offering cheaper tickets on high-demand business routes to New York, Chicago or Washington, D.C., and on leisure routes to cities like Orlando and Fort Lauderdale, Fla.

AirTran (NYSE: AAI) has further edged into legacy carrier territory with its recent addition of cross-country flights to Las Vegas, San Francisco and Los Angeles.

"Atlanta is the foundation of AirTran Airways, and from Atlanta we have the strength to go forward and become a more national carrier," said Bob Fornaro, president and chief operating officer of Orlando-based AirTran. "These new cities like Los Angeles are important destinations from our other 44 markets."

Today, AirTran operates 531 daily flights serving 45 cities, with 197 of those flights originating in Atlanta, where both AirTran and Delta have their main hubs.

Although Delta's 980 daily flights out of Atlanta still dwarf AirTran's operations here, analysts note AirTran has started competing head-to-head on more city pairs and underserved markets, such as Baltimore.

The smaller airline also has begun promoting its business-class cabin and recently announced plans to offer XM Satellite Radio for free on all its flights.

"We've seen AirTran become this small and scrappy carrier that can do their job just as well as the next guy," said Henry Harteveldt, an airline analyst with Forrester Research Inc.

Competition to New York
AirTran had 1.7 million enplaned passengers at Hartsfield-Jackson Atlanta International Airport last year, compared with Delta's 7.5 million, according to the Bureau of Transportation Statistics.

Airtran's largest route out of Atlanta is to New York's LaGuardia, with 133,000 passengers traveling there in 2003, followed by Chicago-Midway with 117,000 passengers and Orlando with 89,000 passengers, BTS data shows.


The Atlanta to LaGuardia route also is Delta's busiest route, with 466,000 passengers flying there last year, followed by Boston and Los Angeles.

Although Delta still dominates nearly all routes out of Atlanta, analysts say AirTran is "consistently chipping away" at some of Delta's most profitable routes along the East Coast.

Delta's fares to most East Coast cities often start in the $200 range, but can quickly reach several hundred dollars due to its complex pricing structure. AirTran, meanwhile, charges flat rates starting at $69 each way, and doesn't require a Saturday night stay.

"There is no question that AirTran is biting into Delta," said Harteveldt. "Delta's pricing is complex and nobody understands it, and their customer service has suffered. They took their eye off the ball and took for granted that customers in their home market would always love them and be loyal."

To better compete out of New York and Atlanta, Delta recently began offering discounted fares to and from certain airports -- like Hartsfield-Jackson and John F. Kennedy International Airport -- starting at $79 each way.

Delta spokesman John Kennedy said the airline has always tried to "compete vigorously with all carriers in all of our markets," and Delta will continue to add flights or adjust pricing where appropriate, regardless of what its competitors are doing.

Kennedy pointed out Delta has resumed its hourly business shuttle flights to cities like Chicago, Philadelphia, Boston, Newark, New York (LaGuardia) and Washington, D.C., (Reagan) as demand has returned in recent months.

"What other carriers do is not necessarily going to impact whether we add or pull back flights," Kennedy said.

Airline analyst Mike Boyd, of The Boyd Group, said Delta is "responding very aggressively" to AirTran and other carriers.

"Delta is by no means dead meat," Boyd said. "There's a collective rearrangement of the market happening, and it's good for the consumer and good for competition and it makes everybody work just a little bit harder."


AirTran's pricing power
What makes AirTran such a formidable competitor to Delta and other "legacy" carriers is its extremely low cost per available seat mile (CASM), an industry figure that takes into account all costs and overhead relative to seat capacity.

Unlike legacy carriers with costly and complex hub-and-spoke systems, low-fare carriers like AirTran and JetBlue Airways Corp. (Nasdaq: JBLU) fly point-to-point in just a few dozen city pairs, allowing them to serve only profitable markets.

AirTran has one of the lowest CASM figures in the industry, at 8.26 cents. Delta's is far more expensive, at 10.38 cents (only US Airways Group Inc. [Nasdaq: UAIR] is higher, at 11.68 cents).

"AirTran is in the enviable position of continually finding those expensive routes with lots of traffic, putting a couple of planes in the air and then slashing costs so the price is lower," said Mo Garfinkle, CEO of Arlington, Va.-based airline consulting firm GWC Consulting LLC.

While Delta is weighed down by $20.6 billion in debt and pilot costs that are 50 percent to 60 percent higher than anyone else in the industry, AirTran has a relatively small $250 million in debt and pilot wages and employee costs that are among the lowest in the industry.

Delta's revenues last year were $13.3 billion, and its net loss for the year was $790 million. Delta on May 10 warned its investors again that Chapter 11 bankruptcy remains a possibility if it can't get its costs restructured soon.

Last year, AirTran posted a profit of $100 million on revenues of $918 million, making it one of the best-performing carriers in the industry.

Stock in AirTran has been one of the best performers in the industry during the past five years, going from about $5 a share to the $12.50 range today.

AirTran's market cap is now $1.4 billion, almost double that of rival Delta's $570 million market cap. Delta stock has gone from $60 a share five years ago to the $4.50 range today.

"AirTran's gains have been very impressive, considering the sad shape they were in just five years ago," Harteveldt said.

When Joe Leonard was named CEO of AirTran in 1999, the airline was still struggling to recover from the devastating effects of the May 1996 Everglades crash that killed 110 passengers and crew. (At the time of the crash, the company was named ValuJet.)

In the late 1990s, AirTran's fleet had an average age of 22 years, and the company posted losses of $40 million in 1998 and $100 million the following year. The company had no lines of credit, and its cash reserves were limited to a few tens of millions of dollars at any given time.

Carving new markets
Today, AirTran has one of the youngest fleets in the industry, with an average age of 3 years. The company had cash reserves of $385 million at the end of last year, and AirTran recently ordered 50 new Boeing 737s with an option to buy 50 more (at a total cost of $5 billion).

Those larger 737s allow AirTran to fly longer distances and add more capacity on busier routes.

Fornaro said the larger planes could also help AirTran quickly pick up routes if one of the mainline carriers were to scale back or face bankruptcy or liquidation. US Airways recently warned in a regulatory filing that it may end up in bankruptcy a second time, and some analysts believe that could lead to liquidation.

"The industry has a lot of restructuring ahead of it, and we needed a longer-range airplane that could take advantage of market opportunities," Fornaro said.

Though AirTran has been largely dependent on Atlanta for the bulk of its growth in recent years, management is trying to diversify its network by initiating more daily departures at airports such as Baltimore-Washington, Orlando, Philadelphia and Tampa, Fla.

Lately, AirTran officials have been looking closely at other high-fare routes along the East Coast and the Midwest where AirTran might be able to offer better rates, Fornaro said.
 
Delta's customer service has suffered big time - both on the ground (b!tchy gate agents) and in flight - all of the hot, sexy and fun stews were furloughed and now only the "senior mamas" remain. Compare these old bags to the young, fun stews at SWA and Jet Blue, Delta can't win...

One positive sign is that Song has hired a number of young and fun flight attendents - I thought they were much better than the old bags...
 
Heavy Set said:
Delta's customer service has suffered big time - both on the ground (b!tchy gate agents) and in flight - all of the hot, sexy and fun stews were furloughed and now only the "senior mamas" remain. Compare these old bags to the young, fun stews at SWA and Jet Blue, Delta can't win...

What a ridiculous analysis Heavy, blame it on the FAs and GAs. You are a great example of what is killing Delta......pilots with their heads in the sand ( and up their a$$).
 
Dave,

First I am not affiliated with Delta - not an employee. So don't get all crazy on me.

Second, have you flown Delta lately? The stews really are heinous - Heavy's telling the truth. Plus, this is very much a customer-service oriented business. If the front line people are not respectful, then passengers might look elsewhere.

A case in point:

A friend of mine who is a Delta 737-800 Captain recently finished a flight and stood near the door of his plane as passengers disembarked. My understanding is that one particularly old and crotchety stew was handling out mints as the passengers got off. One passenger asked for two mints and was DENIED by the old stew. The Captain, who was outraged, grabbed 5 mints and immediately gave them to the passenger. WTF? Isn't that a nice way to leave a bad impression as the passenger is leaving the flight? That is a classic example of incompetent thinking when it comes to customer service. There is no long-term thinking involved during a time when competition, especially in ATL, is heating up... Idiots!

Hey Dave, maybe you should lighten up a bit and take your meds again...
 
So are Airtran's F/As simply delighted to have gone through two years now without reaching a contract agreement with the company? What is that informational picketing all about then?
 
On Your Six said:
Dave,

First I am not affiliated with Delta - not an employee. So don't get all crazy on me.

Second, have you flown Delta lately? The stews really are heinous - Heavy's telling the truth. Plus, this is very much a customer-service oriented business. If the front line people are not respectful, then passengers might look elsewhere.

A case in point:

A friend of mine who is a Delta 737-800 Captain recently finished a flight and stood near the door of his plane as passengers disembarked. My understanding is that one particularly old and crotchety stew was handling out mints as the passengers got off. One passenger asked for two mints and was DENIED by the old stew. The Captain, who was outraged, grabbed 5 mints and immediately gave them to the passenger. WTF? Isn't that a nice way to leave a bad impression as the passenger is leaving the flight? That is a classic example of incompetent thinking when it comes to customer service. There is no long-term thinking involved during a time when competition, especially in ATL, is heating up... Idiots!

Hey Dave, maybe you should lighten up a bit and take your meds again...

OY6;

I flew DL this morning; ORD to ATL and yesterday DFW to ORD. The FAs (and GAs) were polite, professional and very pleasant, as they are nearly all the time. They service level they provide is more than competitive with their counterparts at the other majors and LCCs. You’re falling for a line of BS being put out by DMEC BS artists who are trying to set up a scapegoat and divert attention from the contract negotiation and hourly rate issues.

Let me set you straight, it ain’t the service levels that is responsible for DL losing business to AirTran. It is the fact that Airtran has new a/c, business class seating, and lower costs that allow them to undercut DL’s prices in DL’s best markets.

Now go out there and have a great Memorial Day weekend, you knucklehead.
 
I've never encountered a polite Delta gate agent at LAX, that's for sure. Everyone I've come across has been downright rude.
 
I think the average age of the Delta stews is about 55. I have seen many in their 70s - can't even lift bags into the bins. I am sure they are not bringing DAL health insurance costs down... In Singapore, they would be long retired by now and set out to pasture....
 
On Your Six said:
I think the average age of the Delta stews is about 55. I have seen many in their 70s - can't even lift bags into the bins. I am sure they are not bringing DAL health insurance costs down... In Singapore, they would be long retired by now and set out to pasture....

You want younger FAs for layover action at the Ramada, then just come out and say it.

DL treats the FA seniority list just like the pilot list, they furlough and layoff from the bottom.

The bottom liner is that DL has some of the best FAs in the industry, with the best ingrained culture and training.

The DL FAs did an incredible job back in the winter of 01, during the months leading up to contract 2000 TA, when the pilots decided to stage a work slowdown over Christmas by not accepting overtime. Many, many pissed off customers with cancelled flights that ruined their Christmas holiday. The FAs and GAs had to handle that mess, with no help from the pilots. The pilots that did accept overtime ended up getting threats and their cars keyed.

Don't give me any BS about how concerned the pilots are with customer service as a driver of passenger loyalty. It's a smokescreen that only a moron would fall for.
 
Dave,

Thanks for the commentary. Perhaps you haven't heard but Delta's reputation for service has been TANKING for months now. That example was one of many. I have flown AirTran and Jet Blue recently and both had wonderful service - very helpful and smiling faces. Way above any Delta mainline flight I had in the past few months.

I am entitled to my opinion - this is a public forum. Why don't you shut your trap and tune out if you can't handle it. You have your opinions and I have mine.
 
On Your Six said:
Dave,

Thanks for the commentary. Perhaps you haven't heard but Delta's reputation for service has been TANKING for months now. That example was one of many. I have flown AirTran and Jet Blue recently and both had wonderful service - very helpful and smiling faces. Way above any Delta mainline flight I had in the past few months.

I am entitled to my opinion - this is a public forum. Why don't you shut your trap and tune out if you can't handle it. You have your opinions and I have mine.

Yes, DL's service is declining...same with all the majors. Part of it is due to employee age, but that's the way the seniority system works.

Plus, DL has cut service spending to bare bones. It's pretty hard for an FA to be cheerful when she/he has to whore out overpriced buy-on-board food and listen to customers complain about it. DL has also cut staffing levels to the absolute mins which means each FA has more work to do (but less supplies to do it with).

Plus as Dave points out, the FA's have to put up with all the crap when things go wrong. Remember, similar complaints could be lodged against DL's crusty ol' captains....many of whom wouldn't know good customer service if it bit them in the *ss.
 
On Your Six said:
Dave,

Thanks for the commentary. Perhaps you haven't heard but Delta's reputation for service has been TANKING for months now. That example was one of many. I have flown AirTran and Jet Blue recently and both had wonderful service - very helpful and smiling faces. Way above any Delta mainline flight I had in the past few months.

OY6;
Don’t buy the load of crap from GL and his DMEC apologist buddies that DL FAs are the cause of DL customers defecting to the LCCs. That is simply not true.


On Your Six said:

I am entitled to my opinion - this is a public forum. Why don't you shut your trap and tune out if you can't handle it. You have your opinions and I have mine.

I never said you couldn’t have your opinions. Post away with your uninformed nonsense and I’ll continue to set you straight.
 
MedFlyer,

With a mighty 1200 hours of who knows what type flying, can you tell us exactly what qualifies YOU to comment on what DL's crusty old captains know or don't know about customer service ?

If you're going to make remarks like that, you need to be able to back it up, Junior.
 
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bafanguy said:
MedFlyer,

With a mighty 1200 hours of who knows what type flying, can you tell us exactly what qualifies YOU to comment on what DL's crusty old captains know or don't know about customer service ?

If you're going to make remarks like that, you need to be able to back it up, Junior.

You missed the point. If On Your Six is going to make sweeping judgements about DL's FA's (or any other employee group), he's asking for the same type of judgements to be made about pilots.
 
I haven't seen many young and friendly FAs on Delta flights lately either. Most seem old and disproportionately over weight vs. their height. Maybe they are doing an OK job, but you certainly don't feel that "fun vibe" you find on other carriers like SWA and AirTran. I was impressed with the younger Song FAs though...
 
Heavy Set said:
I haven't seen many young and friendly FAs on Delta flights lately either. Most seem old and disproportionately over weight vs. their height. Maybe they are doing an OK job, but you certainly don't feel that "fun vibe" you find on other carriers like SWA and AirTran. I was impressed with the younger Song FAs though...

Heavy;

Excellent plan. Let's get rid of the old, unattractive, grumpy FAs, and DL's problem of losing customers to FL will be solved.

But let's also add this: For every old FA we fire, let's also get rid of 1 pot bellied, bald, arrogant DL pilot. And let's start at the top of each list and move down.

Now we definitely have a strategic plan to return DL to profitability.
 
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You guys ever read that "jumpseat" column in "Flying" mag? I believe that guy is a 75 capt. Anyway, remember the one where he said they couldn't get water on the plane for a trans-con and he was arguing with ops on the radio. He then said he turned to his F.O. and pointed out the window to a low cost carrier and said, "That's where all our passengers are going." That is exactly what is happening in ATL.
 
You have low morale all over the Delta dysfuntional family. I hate to even use that word "family". It doesn't apply at Delta. You have FA and Pilots furloughed while ASA and Comair hire, you have gate agents with loads of seniority who lost everything because there station was changed to ASA or Comair and still working the same flights. You have ASA and Comair being told to look like, smell like, an act like Delta but your not. At ASA and Comair you want the company to perform well but what does it get you? You have zero control. This setup if left alone will ultimately lead to death of Delta. Airtran needs no marketing, passengers have been pushed there. All they have to do is keep them there and they are doing a great job of it.
 
AV8700:

You are exactly right.

~~~^~~~
 
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As an AirTran pilot who commutes on Delta one or twice a month, I've seen very little customer service problems with them. Delta's no worse than we are.
 

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