If airlines want more revenue, treat flyers fairly

There is nothing like traveling by air to emphasize the gulf between the haves and the have-nots. From the moment you check in until the moment you arrive at your destination, the class divide is unbridgeable: At the airport, there are two separate lines, one for first or business class, and another one for coach. Guess which one is longer? Those who have the resources to pay a $199 annual fee can get on the “Clear Registered Travelers” program, by which passengers are exempted from queuing at all.

After you pass through security, there is a marked divide as to where you can kill time until departure. The privileged ones are welcomed to quiet, sometimes extravagant, lounges where they can eat, drink, read and relax. The rest wait in the gate area, sitting on uncomfortable chairs (assuming it’s not too crowded).

Once on the plane, money talks. The haves are clearly separated from the rest. They sit right up in front; flight attendants kindly call them by name and strive to make every minute of the flight an enjoyable experience.

The rest are herded toward the back of the plane, knees up to their chins, rubbing elbows and paying $10 for a snack pack. Flight attendants barely listen to what you need.

My 62-year-old mother went through a very nasty experience in August. On her way to see me, she flew a long 11 hours from Buenos Aires to Miami, where she was boarding a connecting flight to Washington. When she purchased her economy class ticket, she informed the sales representative that she did not speak English so that they could assist her once in the United States.

She made every effort to communicate with the flight attendant for simple requests related to her meal or water, but was ignored throughout the flight. She was so frustrated that she filed a complaint. But she’s not a VIP, and nothing happened.

Airlines do not care about many of their customers anymore. Just as the rich are getting richer and the poor, poorer, the class divide is widening at an alarming rate.

The quality of service in coach continues to decrease while business or first keeps getting better.

Airlines should focus on providing quality service regardless of fare class. It should be premium service, period.

Over the holidays, the airline misery factor will increase markedly. If airlines want to increase revenues, they should consider the coach-class passenger.

They might consider offering roomier seats at affordable prices and catering to all passengers, ensuring that regardless of the class or fare paid, they receive uniformly good service.

This would contribute to happier customers, even in coach, and certainly more revenues for airlines.

• Eliana Prada, a graduate student at Georgetown University, works with the Office of External Relations at the Inter-American Development Bank in Washington, D.C.