As summer air travel in 2023 is expected to surpass pre-pandemic levels, airline workers and passengers are voicing concerns over poor conditions, high prices, and unresolved labour issues. Rosa Sanchez, a cabin cleaner for Swissport at Boston's Logan Airport, described dirty planes, understaffing, and inadequate supplies, saying she sometimes uses passenger blankets to mop floors and has cleaned blood and feces without proper gloves. She reported being poked by a hypodermic needle left on a plane and having to pay for medical care herself.
Sanchez and other Swissport workers have filed complaints with the Occupational Safety and Health Administration (OSHA). Swissport denies the claims, stating it complies with labour regulations and prioritises employee health and safety.
Gary Peterson of the Transport Workers Union (TWU) said the pandemic fundamentally changed the industry, with executives focusing on cramming in more seats and reducing legroom, leading to a brutal experience for coach passengers. Staffing shortages for pilots and mechanics have been worsened by training lags and early retirements funded by pandemic bailout funds.
However, the decline in service quality predates Covid. Airlines have long been criticised for adding fees for basics like luggage and legroom, a trend Columbia professor Tim Wu called 'calculated misery' in 2014. Consolidation and outsourcing have further deteriorated service, with consumer complaints surging over 300% since the pandemic began.
