Product and Service Improvements
 

From KLM's 2004 Annual Report :

"In the course of the year, a series of product and service improvements were introduced to raise sales. They have as yet had only a limited effect on the result but passengers have generally welcomed the changes . KLM introduced a new product on European flights, with a division into a Europe Select and an Economy class in which a limited number of highly reduced ‘base’ fares are also offered [ . . . ] and the introduction of the Boeing 777-200er (Extended Range) was also positively received"

:D :D :D :D

I have yet to meet a passenger who "generally welcomed the changes" Who do they think they are kidding?

johan

Come on Johan you are only a fare paying customer, these reports are not for people like you to read or even understand. You of all people should know that these reports are not to be leaked outside Ivory Tower HQ !!! :D

I am surprised by the terminology. The accepted terminology for those kind of changes is 'enhancement' :)