Newsstand - WSJ: Your Airline Wants to Get to Know You...

THE WALL STREET JOURNAL

MARCH 24, 2009

An airline loses your bag or cancels your flight because of a mechanical problem. The next time you show up at the airport, an agent personally apologizes and offers a free pass to an airport lounge for your troubles.
Don't laugh. Someday it may happen at U.S. airlines.
Airlines are getting closer to rolling out new technology that tells airport agents your ticket-buying and travel history, flags key customers to flight attendants and instructs them to offer personalized apologies, or sends you sales targeted to your vacation patterns.

http://online.wsj.com/article/SB123785242956819529.html

I foresee CRM superseding EQM

I have minimal interaction with airport staff. I check in online so they wouldn't know about me until boarding unless they called me to the podium.

yeah, right....and pigs will fly.

yeah, right....and pigs will fly.

http://www.american-partisan.com/cols/2000/rollins/qtr4/1102.htm