Originally Posted by bocastephen

Look at CO - no product innovation or program changes that have any chance of driving new business. Slight improvements to BF seating certainly do not offset cutbacks and nickle-and-dime initiatives in other places. The airlines need to make money, but they won't do it by proudly showing off savings which are just cuts to service. The shareholders might like it, but the customers won't. If there aren't enough customers, there won't be any shareholders. One of CO's problems is thinking their airline is better than everyone else's because that is what Gordon says. Just because Gordon says so, doesn't make it so. Many companies have failed by assuming they are the best and their customers should be honored to do business with them. That is just the wrong attitude to have in a competitive industry where customers have choices.