Recently I flew Continental Airlines from Phoenix to Minneapolis with a stopover in Houston.  During my 52 minute layover in Houston, I found just enough time to get a snack and get comfortable in the Presidents Club lounge.  I decided to check out a new feature through my Blackberry at pda.continental.com.  The "Flight Status and Information" link took me to a page where I entered my flight number and date and I discovered virtually all the information I wanted to know about my flight.  I found that my flight was delayed 30 minutes, I was in the best available seat and that I would be served a light meal during the flight.

On this particular day, I found that my connecting flight to Minneapolis was 30 minutes late, so I was able to sit back and relax a bit more in the lounge.  Wondering if this was going to be a "creeping delay", I next clicked on the "Where is this aircraft coming from link"?  I was relieved to see that the aircraft had departed Chicago slightly late and was scheduled to arrive within a few minutes.  From there, I could also link to the weather in Chicago...this would come in handy if you're wondering whether your aircraft is facing a substantial weather delay.

Flight disruptions are a given in the world of a frequent traveler, so the more I know about such delays the more power I have to control my situation...whether that may be changing flights, finding a comfortable waiting area or simply re-setting my expectations.

How does an airline like BA recover from this operational and PR distaster?  I'm confident their airline ops and PR folks will figure out a solution, and the airline will once again be flying a normal schedule.  But what's going to happen to the many travelers who lost bags, missed connections, didn't get to their long planned vacation, etc.?  Are they going to forgive BA and use them again? I don't know about the infrequent traveler, but those travelers who are members of the Executive Club (BA's frequent flyer program) will more than likely stick around.

That's a proven fact.  Why would anyone have kept flying Northwest after their nightmearish acquisition of Republic back in the late '80s, and the same for anyone flying on USAirways after being acquired by  America West?  It's the programs, with the mileage balances, and for elite levels it's also those additional perks, like pre-boarding (yes, even when the flight is late).  That's the power of well designed and managed loyalty programs.