Originally Posted by
saunders111
But I strongly suspect that they _do_ remember that they had an unpleasant experience while flying AA. So when they book their next flight, they won't go out of their way to avoid RJs, but they will go out of their way to avoid flying the airline that treated them badly last time. It takes an effort to avoid booking a ticket on an RJ, but it takes no effort at all to avoid booking a ticket on a particular airline. So it seems likely that AA is driving away even non-FF customers, over the long haul, by offering them a substandard customer experience, including by using RJs for very long flights.
saunders111
I was on a CR7 ATL-LGA and as I was waiting on the jetway for my bag with about 25 others the two ladies next to me were complaining to each other that the plane was so small they couldn't take their hand luggage on and how bumpy it was because the plane was so small.
While frequent fliers see CR7s as a plus because they figure either their favored airline wouldn't be able to fly the route w a bigger jet or it would be a prop, my guess is 'joe and jane public' see it as a very small jet and probably in their minds that's a negative.
Saying AA 'knows what its doing' is nothing more than a red herring. Did they know what they were doing when they passed on buying NW? Not so sure about that one.
