The majors had better learn that it's best to treat ALL passengers with good service and not nickle-and-dime them to death. Research has shown that one customer may tell no one about good service but tell 10 or so people about bad service. The airlines are shooting themselves in the foot with the crap they are pulling. > On Tue, 20 Aug 2002 damiross2@attbi.com wrote: > > > Yes, there is a correlation between the two. It's > > called customer service. Given a choice between > > good customer service and poor, the smart people > > will chose the good over the poor, even if it costs a > > few dollars more. > > True enough, but one of the very real quandries the major > carriers face is that an increasing chunk of thier revenue > comes from customers who don't, to a large degree, care about > traditional customer service. They don't fly very often, they > have very little brand loyalty, and often don't really behave > as if they recall prior experiences. Yeah, you leave them in > the snow in Detroit for six hours in a smelly DC-9 without > food, they'll steer clear of you, but that's about it. Food, don't > care, lines, expect them. Legroom, don't recall it enough to remember > who has it and who doesn't. > > At the same time, the majors desperately want to keep their business/ > brand loyal customers happy. For the customer who pays for a dozen > tickets at non bargain basement prices, customer service really does > matter. You see some of this with things like offering customers with > status in your frequent flier program easier paths through security and > the like. I think that one thing we may well see, as this business > cycle continues to evolve, is that the majors will find ways to reward the > people who they need to influence, and not spend a nickle on the guys who > don't have enough brand loyalty to be worth the trouble. The current > fad for offering status in the frequent flier programs for everything > *but* flying makes this hard. I'm wondering if we'll start to see > some serious changes in this soon. > > - David