Originally Posted by
hillrider
Don't know about CX (and given how terrible their website is you're probably correct) but increasing direct sales is an industry-wide top priority, one led by IATA: it's a sure way to reduce distribution costs while at the same having greater brand control and, supposedly, increased customer satisfaction.
U.S. legacy carriers now sell 60% of non-corporate tickets (about 50% of the revenue) through their own websites, and this is growing every year. LCCs sell upwards of 80% of all their tickets direct. Europe is not too dissimilar.
But HK is a fair way behind the US and Europe in this respect. Opaqueness and shopping around is accepted, even encouraged, in most transactions. Flights are no different. I certainly haven't seen CX getting any better at this in my years here.