Originally Posted by
travellerK
All that is new is that he is recognizing new areas that they can and must offer products in; mostly in the realm of high end luxury service
I think we are in agreement; however my point was the issue for a hub-and-spoke network carrier is that if that service is not end-to-end then the customer feels the lowest common denominator.
If a $100k/year CK gets off a fancy $8k J flight from Europe or Asia and steps onto a ratty old LUS/LAA narrowbody for a 3-hour flight to their home airport, on which they don't get a PDB, a decent meal, or anything resembling service, sit waiting for a gate for an hour, and have their work laptop die because there is no place to charge it, what experience will be most proximate in that customer's mind? The weak link isn't the big-ticket stuff on which management has been focusing, it's the many, many domestic flights that comprise the bulk of the passenger experience