Originally Posted by
alect
I know at LAX (especially recently) premium services have either in the FL or more recently on the a/c awaiting departure, gone through F and spoken with every EXP, thanked them for their business, yadayada. Last time the lady (second time I have met her) asked each of us if we knew about the 1 item LHR thing
I have seen the station managers at BRU and MAD do this as well (even using title and last name with everyone). I'm not sure if it's up to individual stations or what, but it is an easy and low-cost, yet still makes the people in J feel special. I can't speak to BRU as I have only flown through twice, but MAD-MIA has a lot of passengers in J connecting to Latin America even though in most cases they could fly nonstop on IB, so I would think part of the move is to retain their loyalty.