Originally Posted by
ijgordon
Apparently not. Some people think catering to occasional fliers who spend their lives tweeting is important while questioning why CO should focus on its high-value customers.
I don't think that's the argument at all.
The argument is that there are those frequent travelers who are less likely to stop flying CO due to a delay one time. Then there are possible repeat customers who have a single bad experience and never fly CO again. Me, I'd want to know about both problems and make both travelers happy and make sure that the infrequent traveler has a desire to fly CO next time.