NY Times: Air Travel Discomfort Starts on Wall Stret
May 28, 2017, 7:31 am
#1
Original Poster
Join Date: Oct 2002
Location: LAS
Programs: PA FT, TW Gold, NW/CO PE, VK Eagleflyer
Posts: 7,173
NY Times: Air Travel Discomfort Starts on Wall Stret
https://www.nytimes.com/2017/05/28/b...=top-news&_r=0
Surprising no one, the US cartels put shareholder value ahead of customer service.
Surprising no one, the US cartels put shareholder value ahead of customer service.
May 28, 2017, 9:17 am
#2
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Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Well, DL, AA, and UA are owned by their shareholders and the shareholders want ROI.
If customer service increased ROI, that is where the three legacies would spend. But, apparently it does not and those paying for the tickets --- largely employers --- want price & convenient schedules rather than better soft product.
Trying to draw the link to Dao and stuff like that is a stretch.
If customer service increased ROI, that is where the three legacies would spend. But, apparently it does not and those paying for the tickets --- largely employers --- want price & convenient schedules rather than better soft product.
Trying to draw the link to Dao and stuff like that is a stretch.
Jun 7, 2017, 12:46 pm
#3
Join Date: Oct 2007
Posts: 239
I found the end of the article to be most enlightening:
So... everyone complains, but most continue to buy the cheapest fare, thus accelerating the race to the bottom
“The response isn’t to Wall Street. It’s to customer behavior. About 35 percent of customers are choosing on price, and price alone, and another 35 percent choose mostly on price. The great irony is that most C.E.O.s would love to compete on product and experience. The problem is that customers aren’t paying attention to that.”