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Why United Airlines will fail again
There is a plethora of financial and operational reasons why
the United Airlines that exits bankruptcy early next month
will soon enough be back in Chapter 11 or desperately
seeking a merger to keep itself afloat.
But United Airlines will fail again
primarily because it has no organizational heart, no identity
and no definable brand. Most of all, it has none of the vision
and discipline that separates the winners from the losers in the
deregulated skies.
Consider the airlines that have had
success of any meaningful duration in the last decade. There is,
of course, Southwest Airlines. Whether you like what it sells is
beside the point: You know and understand the product that it
sells. And you know that Southwest delivers it at every seat on
every flight on every route that it operates. Southwest's
management and employees are fanatically devoted to its
standards of simplicity and its unabashedly mass-transit
approach to air travel.
Ditto JetBlue Airways. You know what you
buy every time: a leather chair with decent legroom; free
in-flight satellite TV and radio; a sense of casual style; and
rational prices. AirTran Airways has found success because it
offers a definable and recognizable product: no-frills,
two-class service at simple prices. It even did the
unthinkable—dump commuter flights—because they did not fit the
image or the financial model. And before its corporate ego ran
amok, Continental Airlines had a profitable run. Why? It crafted
a demonstrably higher quality of "traditional" full-service
flying and then reworked its management, crews, fleet and
operations until the airline was a consistent and marketable
whole.
United has done none of those things
during its 38 months in Chapter 11. In a market that has proven
it will only support consistency, United Airlines is a bizarre
amalgam of in-flight products, fleet configurations and service
concepts. It cynically tries to be all things to all fliers and
careens from idea to idea, cabin to cabin and fare to fare,
sometimes on a route-by-route basis.
In fact, United isn't. Not in
concept or in execution. It is a disjointed collection of
flights run by executives with no overarching vision, no
unifying commitment and no marketing or brand discipline. In
every conceivable way, United is the opposite of what works in
the sky.
United will emerge from the most costly
bankruptcy in American history with 26 separate in-flight seat
configurations. It dabbles in everything from the upmarket p.s.
service to the downmarket Ted. It slaps its name and logo on
five types of narrow-body planes, four types of widebody jets
and eight flavors of regional aircraft. It befuddles buyers with
an ever-shifting combination of one, two, three and even four
classes of in-flight service. And like all of the Big Six, its
rococo fare structure is repulsive.
It is, simply put, an unholy mess
competing in an unforgiving marketplace that only spares
carriers with impeccable systemwide coherency.
United's intellectually slovenly approach
to air travel guarantees its failure. But it's not just theory:
United exits bankruptcy as a textbook example of worst-case
practices. Consider:
• United's oil-price projections are
fantasy. The five-year plan that United submitted to its
bankruptcy court predicts annual operating profits through 2010.
But its projections are based on oil selling for an average of
$50 a barrel. The market price of oil is currently north of $65
a barrel. Given the growing demands of China and India and the
upheavals in Iran and Nigeria, oil could be closer to $100 a
barrel than $50 in the next five years. In fact, last week at
the World Economic Forum in Switzerland, experts contemplated
the mechanics of a global economy with $120-a-barrel oil.
• United is swimming in debt. United will
exit bankruptcy saddled with about $17 billion in debt. It
expects to issue about 125 million new shares under the ticker
symbol UAUA. While some observers predict the stock will quickly
trade higher, the opening price is likely to be about $15 a
share. That gives United an equity value just shy of $2 billion
and a debt-to-equity ratio of about 8.5-to-1. By comparison,
American Airlines' debt ratio is deemed much too high at about
6-to-1.
• United is mortgaged to the hilt. United
made public relations hay this week with its announcement that
it quickly secured $3 billion in exit financing. What it didn't
mention was that the loan was secured with just about every
asset that United owns: fleet; spare parts; Atlantic and Pacific
routes; corporate headquarters building; flight simulators;
accounts receivable; and even the Mileage Plus frequent-flier
program.
• United's route network is no longer
admirable. The talking-head experts routinely prattle on about
the peerless United Airlines route network. But, frankly, they
aren't paying attention. United's Chicago hub is under constant
pressure from American at O'Hare and Southwest is growing
rapidly at Midway. Southwest has also returned to harass United
in Denver, where Frontier Airlines is also an established
competitor. Independence Air has disappeared at
Washington/Dulles, but that isn't good news for United because
two much stronger players, AirTran and JetBlue, are now able to
make inroads there. Its Pacific routes are under pressure from
some of the world's best airlines. It faces brutal competition
in Latin America and Europe, too.
• United is less competitive than ever.
United constantly promotes p.s., its three-class service in the
New York-Los Angeles-San Francisco transcontinental triangle, as
proof of its commitment to serve higher-fare, higher-profit
business travelers. But United has little to offer those
customers elsewhere. The p.s. concept, after 15 months, hasn't
been added to any other route. Instead, United has turned huge
chunks of its domestic route network over to Ted, which has no
first-class service. And almost 40% of United's network fleet is
now comprised of regional jets. United has equipped some of
those smaller craft with first-class cabins, but those planes
have generally replaced the larger jets that travelers prefer.
Internationally, United has aging premium-class products that
are notably inferior to the perks offered by it major
competitors.
• United is stretched to the limit.
United has improved its once-atrocious on-time ratings during
its 38 months in bankruptcy. But those gains are constantly at
risk because United has stretched its workforce to the limit.
After shedding about 25,000 workers, it no longer has the
capacity to cope when a few days of bad weather in Chicago or
wonky computers upset daily operations. Operations nearly
collapsed under the strain of both occurrences in December and
United will probably be back at the bottom of the on-time
ratings when December's numbers are published.
• United has no capacity to grow. Having
dumped more than 100 planes in bankruptcy and deferred delivery
of most of the rest of the mainline jets it ordered, United is
stalled at its present size. In fact, its five-year business
plan predicts no substantive capacity growth between now and
2010.
• United has a looming frequent-flier
crisis. The no-growth scenario and high load factors—United
currently fills almost 82%of its seats—also means that the
airline will be hard-pressed to make good on all of the
frequent-flier miles it uses to keep travelers loyal. Worse, it
seems clear that there will be a torrent of new miles pouring
into Mileage Plus. Earlier this month, United moved its credit
card transaction processing to Chase, the bank that also issues
the Mileage Plus credit cards. Why the switch? Chase agreed to
make an advance purchase of miles equal to the hundreds of
million of dollars that United must keep in reserve for
credit-card refunds that would result from its grounding. That
means Chase will be churning out an endless series of
mileage-accrual offers that United's static capacity won't be
able to easily absorb.
• United's top managers are focused on
short-term gains. United's top executives recently rewarded
themselves with 8% of the new airline's shares. This bonus plan,
which The New York Times called "insanity squared," has
another intriguing fillip: They vest with head-spinning
rapidity. According to court filings, 20% vest after six months
and another 20% vest after one year. Then 20% more of the shares
vest in each of the next three years. Bottom line: Chief
executive Glenn Tilton and his 399 top lieutenants now have a
financial incentive to make the kind of short-term,
shore-up-the-share-value decisions that are often incompatible
with the long-term vitality of an airline.
• United's employees are angry. How would
you feel if you lost your stock—United was largely
employee-owned before bankruptcy—had your pension plan gutted
when management dumped it on the Pension Benefit Guarantee
Corp., made two rounds of salary-and-benefit concessions and
then learned that the bosses rewarded themselves with a
stock-bonus windfall? Now you know the state of mind of most of
United's rank-and-file employees. It won't make for a lot of
happy flights in the weeks and months to come.
Sadly, for all these reasons and many
more, from whatever day that United officially exits bankruptcy
next month, the clock will begin ticking on the next, and
inevitable, crisis.
Read previous columns
Joe Brancatelli is editor and
publisher of JoeSentMe.com, a website for business travelers. He
is also the former executive editor of Frequent Flier
magazine, travel advisor of Travel Holiday and contributing
editor to Travel + Leisure. He can be reached at
travel@usatoday.com. |