
The picture is me breaking the airline laws and using an electronic device while we were landing. Not a bad shot for a cell phone camera photo. Also, this entire post isn't about LaGuardia. It is just kind of long, and I'm not sure where I was going with it, but hopefully it is worth the read.
Flying into LaGuardia Airport is unnaturally high on the list of things that I love to do. The way people act and feel when they are about to land at Vegas, or some Caribbean Resort is the way I feel every time I land in the good old LGA. I suspect I am in the very small minority in this regard, but it doesn't change the fact that I get inexplicable amount of joy from it.
Let's start with the landing, the view can be absolutely stunning if you are in a holding pattern. There are other places in the world that generate reactions from a plane full of people, but few cause people to get out of the seats and stare over people's shoulders while flight attendants beg people to return to their seats. The fact that you usually only get this view in a holding pattern makes it even sweeter. People are already angry that they are delayed, and are now further delayed due to air traffic,* but everything they feel melts away as soon as they start looking out the window. You hear strangers talking to other strangers urging them to look through the window like they are witnessing USA Hockey beat the Russians in the 80 Olympics, or Barry Bonds going for home run number 71. Everyone starts opening their shades, and for a minute or two the plane is in silence with the occasional, "wow." You can feel the enthusiasm and the awe from the first time fliers. It's like the fourth of July fireworks finale times ten. It's the land of opportunity in all its excess and glory. Night or day, it makes you think that NYC should always be seen from the air and that everyone should see it at least once. Or as the guy on my plane yesterday said, "Y'all know, I was angry as hell that I had a stop over in NY, but that right there made the extra three hour delay worth every minute," with a thick southern accent. Little did he know, he was flying into LaGuardia and would soon regret uttering those words.
* I say further delayed because you are always delayed when flying into LaGuardia.
Which brings us to LaGuardia the airport. From a conventional airport standpoint, LaGuardia sucks, and I mean really, really, really sucks. Most airports these days are huge wide open areas that you must take moving walkways, and escalators to navigate through. LaGuardia on the other hand, feels like you just landed on 7Th avenue and 42ND street. There are literally hundreds of people in any terminal, and the path from gate to gate is no bigger than the double with of a sidewalk. There are no giant screens telling you which flight is where. There is no friendly staff member willing to help you get from point A to point B. Hell, if your connecting flight is on another airline, there is not even an air-tran or a bus to take you from one location to another, which recently inspired this conversation between an employee and a customer in the American Airlines terminal:
Customer: "Where is the air-tran to get to the Delta terminal?"
Employee: "There is no air-tran."
Customer: "What do you mean? Then how do you get to the Delta Terminal?"
Employee looking annoyed: "You walk."
Customer: "But I don't see anything that says Delta."
Employee: "It's because this is the American Airlines terminal."
Customer: "So how do I get there?"
Employee: "You go outside and walk down the street.*"
Customer: "How will I know which one it is."
Employee: "It will say Delta on the building."
Customer: "You mean I have to go outside?"
Employee: "Yes."
Customer: "But, it's raining?"
Employee: "They sell umbrellas."
* This is an actual street with passenger cars, cabs, and buses.
The conversation went on for awhile longer, but you get the point. It's so user unfriendly that people don't know how to react. One of my favorite parts of getting off an American Airlines flight is watching when people reach the stairs. They stop, look around in utter confusion, and ask, "Where is the escalator", or "Where is the elevator," and of course, there isn't one. As a result, they just stand there, flabbergasted at the concept of having to walk down two flights of stairs in an airport with your carry on luggage. If it were an operating system, there would be no point and click interface. Maybe it would just have a black screen and dashing light that says please enter your next command with a smilely face that mocks you. All of these experiences, from the actual flight, to the airport, to the car, puts you in the perfect state of mind. NYC is a great place to live and visit, but you have be able think for yourself and act quickly, otherwise it will simply overwhelm you. LaGuardia might be a miserable airport, but I love it.
What does this have to do with business or technology? Well it came to mind when reading this
article by Joe Posnasky about how small market baseball teams cannot hope to compete with teams like the
RedSox and Yankees if they use the same methods, scouting tools, and strategies, and how people would rather appear to be conventional knowing they are going to fail, than be laughed at for trying something new that might give them the possibility to win. This is all covered in depth in the book
Sway, but for some reason the article got me to write about it.
Whenever I speak about technology transformation, everyone wants to know the best technologies, and the best strategies that the best businesses use. I try to tell them that regardless of how great some new technology is, if it doesn't fix a problem that you are tyring solve, then it is a waste of your time. Yet more importantly, just because the RedSox of your industry do things one way does not mean that it is the only way to do business, and just because they are successful does not mean you will be. Chances are, you are not the RedSox and your front office doesn't have the resources or ability to do what they are doing, but that doesn't mean you cannot be successful. You just have to define what successful means to you, and then create a strategy to meet that goal that fits your business. If you just have a strategy that says I want to be the best, you are going to fail because it's not a clearly defined and as a result isn't actionable.
It's like this. If you are going to build a new airport, the first thing you have to do is decide on your goal. Who are you trying serve? You could get the funding and designs to build the most state of the art airport in the world, and
compete with the best in Dubai, or
Hong Kong. Or, you could get people in and out of the airport as fast as possible and design an airport after
LaGuardia. Either way may bring success or failure, but they are different. Sure you might get laughed at for copying LGA, but you might be onto something (from an upkeep cost, and surprising user satisfaction). On the other hand, you could follow the trend and build another Tampa Interantional or JFK.
Unfortunately, there are simply not enough Steve
Spurriers in this world.
And because no conversation about airlines would be complete without a George Carlin reference, here is video for your amusement (language not safe for work):