Originally Posted by
CPH-Flyer
Sadly, the European airline market has become all about cutting to the bone and find the balance where you maybe pi$$ of the customer just a tad less than the competitors, so that they might be back. But it is certainly not about spending money to avoid annoying the customer via the customer service functions. Looking at companies like Ryanair and Wizz Air, people keep coming back despite the horror stories. In the end, the market is about price, and if the customers can save a euro they are happier, and therefor accept the complete shambles European airlines are becoming.
Price is definitely a determining factor, however there is also expectation. If I ever fly Ryanair or Wizz I set my expectation low because I'm paying for a seat from A to B. SAS is not a LCC and because of that I'm also willing to pay more. I'm sure SAS suddenly pi$$ed a lot of people off and saved a lot of $$$ since a lot of people gave up on their claim after the initial rejections.
It's not just European airlines, look at people complaining about UA and CX.