Originally Posted by Roger
LAX UA domestic: having arrived from Europe in BA biz, travelling on to LAS in Y on a separate PNR, the agent demanded excess $$ for 9 lbs (4 kg) over. I had the chance to repack and take some as cabin baggage but declined the hassle. For the sake of $25, UA lost me and I haven't travelled UA since.
This is exactly the thing I was talking about to a friend.
The accountant says we should squeeze as much money out of excess baggage charges. We make $100 today, and basically lose all of the customer's future revenues. Short term thinking.
The marketer says we should be a bit flexible, so as not to unnecessarily annoy the customer. Okay, we didn't make $100 today, but then we haven't lost out on $10,000 of future revenue.