Columbus, OH

The Columbus Dispatch reported this morning that Columbus based Skybus airline’s top executive Bill Diffenderffer has resigned. The airline is facing some serious financial issues in the wake of record setting oil/fuel prices.

This may mean some pretty substantial changes will be taking place at Skybus. The $10 fares are amazing, though for the most part they are snatched up within minutes of new flight announcements, making them unattainable for most flyers. At the same time, entire routes have been cancelled, passengers have been subjected to lengthy delays and amenities are practically non-existent.

The entire business model is suspect to many, with customer service being the number one issue. The Dispatch quotes aviation consultant Mike Boyd as saying, “It’s terribly flawed to have an airline without a complaint line.” This is a point many Skybus passengers would heartily agree with. A new company simply cannot afford to disappoint customers. Once disappointed though, today’s consumers demand to be heard. The online-only communication that Skybus offers falls far short of the standard set by other airlines. That being the case, many first time flyers will not be booking with Skybus again anytime soon.

So far, Skybus has had very mixed reviews. When I took them to Ft. Lauderdale last fall, they were on time both ways and the flight was quite comfortable. But even my confidence has been shaken by consistently negative press that leaves me concerned about having to cancel a trip and losing money because the airline may cancel a route after the ticket has been issued, or worse–that I may get somewhere and not be able to get back due to problems with a returning flight. Skybus is notorious for leaving passengers “stuck” and not extending a food or lodging credit to get them through until the flight can be taken.

Skybus needs to get both its financial and customer service issues under control if it is going to survive what looks to be a serious turn in the economy. During rough economic times, consumers expect not only great prices, but also true value for their money, which means on-time flights and top notch service. With other lines delivering both, it’s time for Skybus to step up, or step aside.

Columbus, Ohio, OH, Skybus, Bill Diffenderffer, Mike Boyd, Skybus