Originally Posted by Stripe
I certainly wouldn't be gushing so much about the revised program. It's as though someone started beating you 10 times a minute, then decided to only beat you once a minute, and you thanked them profusely for the "improvement".
The original decision to implement the program was a bad one, and their backsliding in the face of the elite outcry doesn't make me feel any better about management.
Why don't the US airlines use groups/forums like FT to put out trial balloons and/or do better focus groups prior to gambling like NW did with this?
It doesn't take a nuclear (or rocket) scientist to realize this is a far cheaper/more effective approach than launching something and then having to backtrack after annoying a sizeable number of your best customers by rubbing the changes in their face.