Airlines fly off and lose sight of customers

It's been a fun week all around for those involved in the airline business. First Aer Rianta and Aer Lingus got into a spat over the safety or otherwise of an extension to the terminal at Dublin Airport.

Then Ryanair was taken to task by the British regulator for breaching the Warsaw Convention in failing to accept responsibility for baggage with protruding parts - including handles and wheels, would you believe. The one factor that is being lost in the dust being raised by the various spats is the customer. Ryanair may be the most profitable airline in the world by certain measures but it will make few friends by treating customers in this manner. And Aer Rianta and Aer Lingus going head to head over facilities would be funny if not for the fact that the customer has been more discommoded than either by the cattle market that is Dublin Airport.

All three would be advised to look again at the definition of "service".