Well since it is true that a majority of flyers are not FF members and obviously price is certainly a factor, I look at the following on why a group of potential customers would NOT fly a second time (it's return pax that make $).

- Rude FAs that give ZERO eye contact, no smiles, no welcomes.
- TSA security with long lines and the policy that your property will be searched WITHOUT the owner present (a new Bush administration illegal policy)
- Horrible food, no food, no water (or barely any water), or pay for food.
- Getting off a plane feeling horrible (i.e.: jetlag is worse, due to the worse service).
- Bad inflight video and audio entertainment with jacks that have aweful sound
- Overpriced airport fees such as inflated food, inflated parking, inflated taxis, and the total inconvenience to simply get to your area to embark
- Fees on policies like "use it or lose it", oversized baggage, overweight baggage, a third checked in bag, etc.
- Terrible audio and attitude at gate intercoms (these systems are not upgraded). etc.
- The reasons given *why* your flights are delayed or cancelled, rather than just having them delayed. It's the dishonesty and the incompetence that drives away customers, not the fact of having a delay or cancellation.

The list goes on and on. Business travellers have to endure that garbage all the time, but they are not the true income of an airline. These overbloated airlines want you to think they are, but in fact it is MORE passengers and at this moment the airlines just don't want them, so they CAN trim down, stay alive and keep the executives big salaries, as is certainly the case here with TWA's buyout, laying off of their employees, dismantling of their aircraft and the "theft" of their hub (St. Louis). Would someone like to grab an American Way back-issue where former CEO Carty said he was going to preserve everything TWA was? Where is TWA and Carty, today? It was all a ploy.

I'm lucky, I'm a TransPacific International customer, period. I can switch to a better airline. However for domestic routes, I am always LOOKING at SW, AirTran and JetBlue policies, flight scheduled and reviews of their service. The reason is all I listed above, generally doesn't exist, gives a low fare and kind FAs that give eye contact, smiles and a welcome. If the food eventually comes later, even better....but REALLY, it is that welcome that says the most and costs the least. AA is *NOT* providing that face-to-face welcome. They do on the phone (good CSRs), but not too well in the lips.

That's my opinion and it is name and town if you wish to opine.

SHADO

[This message has been edited by SHADO (edited 07-02-2003).]