Friday, December 09, 2016
Abusing Customers
Airlines today are in a curious marketing position. They are seeing how far they can abuse their customers and get away with it. How else can one explain United Airline's decision to charge for overhead bin space on its planes? Flying has become an exercise in discomfort unless one is willing to pony up extra dollars for leg room, for example. Having flown United recently, I can testify to the absurdly cramped spaces that the airline packs people into. Anything to increase revenue. This is opening an opportunity for other airlines to steal traffic from the majors through providing a better flight experience. Several have tried and failed to date, but that doesn't mean it is impossible. The major carriers are alienating their customers and acting as if they are the only option available. That is bad PR and sooner or later, it will haunt them.
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