Originally Posted by
redtailshark
Most pax book on price, indeed. We're agreed. So now, the floating pax, those with other rationales for selection, must be courted because, at the margin, they make the difference.
I agree. That is why airlines offer superior schedules and service, because these are tangible benefits people will pay more for.
Frequent flyer programs are generally available equally to all customers and don't encourage a meaningful yield premium. They contribute to customer loyalty but are now primarily a revenue generating tool.
Originally Posted by
redtailshark
Here's an illustration of how small things can make a big difference - not all premium pax book on quality of service. Two weeks ago I'm sitting upstairs on the KL 744. My neighbor was an aviation industry consultant with almost no constraints on cost of ticket, always flies J, short notice booking.
So then why does he now fly KL, having the option to fly LH, AA, BA, whomever? But he flies KL, whose J cabins are agreed to not be as high-end as many others. He told me, because he likes to collect the huisjies. It literally made all the difference, and yes, he chooses KL J over these other options, repeatedly, because of this little thing that nobody else does. He flies a lot. All in paid J. An ideal customer.
I imagine his loyalty only goes so far. If a KL itinerary is several hours longer, or several thousand dollars more expensive, or offers additional connections, I bet he's choosing a different carrier.