[Reporter’s Notebook] Airlines, Now It’s About Service, Not Just Performance

'Gojingamrae (苦盡甘來)'

There is no better four-character idiom to describe the airline industry in the first quarter of this year. Since the onset of COVID-19 in 2020, the airline industry has endured a difficult and painful period. Employees took unpaid leave in turns or left their jobs. Some employees, unable to find other employment, survived by working part-time. Several airlines faced existential crises. Even labor unions requested the government to continue supporting airlines.

However, these airlines posted record-breaking results in the first quarter of this year. Low-Cost Carriers (LCCs) recorded their highest quarterly performance ever. Full-Service Carriers (FSCs) saw a decrease in operating profit, but revenue increased due to a rise in passenger numbers. Truly, 'sweetness comes after bitterness.'

While performance improved, two aspects worsened. One is service. There have been claims that airlines do not prepare in-flight meals in advance but load them onto planes according to the number of passengers boarding, aiming to save costs by matching quantities exactly. There was also an absurd incident where a passenger’s tooth was damaged by foreign substances found in an in-flight meal.

Safety is also a concern. According to data submitted by Incheon International Airport Corporation and Korea Airports Corporation to Democratic Party lawmaker Maeng Sung-kyu titled 'Recent Ground Safety Incidents in Domestic Airport Protection Zones,' the number of accidents was 27 in 2019, dropped to 14 in 2020, but then increased to 17 in 2021 and 28 in 2022, marking two consecutive years of increase. There have been 8 incidents up to April this year.

The explanations given include 'a rapid increase in passengers,' 'a shortage of aviation personnel,' and 'an unavoidable phenomenon during normalization.' However, this is not a problem that can be dismissed as 'unavoidable.' Due to the nature of the industry, even a single accident can be a major disaster. Moreover, consumers who pay high prices for airline tickets expect services that match the value of their money.

Korea’s aviation industry is on the brink of a major transformation. Korean Air and Asiana Airlines are about to merge. After the merger, industry restructuring is inevitable. Which airline will remain until the end through this period of upheaval? Naturally, the airline that earns the most money will be the ultimate winner. In fact, under current circumstances, all airlines are winners. However, companies that fail to provide 'safety and service' cannot thrive. Now that there is some breathing room, airlines must invest in safety and service for the future.