On Tue, 20 Aug 2002 damiross2@attbi.com wrote: > 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. When there's almost no correlation between service offered and customer loyalty, why would you offer better service? People may tell ten people they hated the flight, but when those ten folks all go to travelocity, take the lowest fare on offer, with no reference to who it is from, does it matter? In many ways, for many consumers, the airline business is a commodity business, with least common denominator service, at the lowest price being the economically expressed preference. The majors are either going to match those low costs, or continue to lose business to the low fare, no frills competitors. Southwest's silver bullet is delivering what little service they do offer with a smile and a low fare. The majors are having trouble doing that. - David