NYTimes.com Article: Airlines Again Sell the Experience of Flying

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Airlines Again Sell the Experience of Flying

August 30, 2004
 By ERIC PFANNER
International Herald Tribune





For the world's airlines, the last three years have been a
long nightmare. Buffeted by the continuing fallout from the
terrorist attacks of Sept. 11, 2001, a sluggish global
economy and price competition from upstarts, established
airlines are facing unusually intense financial pressures.

Needless to say, it has not been a great time for
advertising. Many airlines have sharply cut spending.

With their remaining budgets, airlines have generally
turned away from traditional "image" ads extolling the
quality of their service or that warm and contented feeling
of their passengers. Instead, they have focused on price,
or specific features like the angle of recline on a
business-class seat.

But as air travel picks up a bit, a few full-service
airlines are once again trying the image approach. The
campaigns seek to distinguish the major airlines from their
low-fare rivals, while conveying a sense of security to
nervous post-Sept. 11 travelers.

Last spring, United Airlines, a unit of the UAL
Corporation, introduced an unusual, animated television ad
campaign by Fallon Worldwide, part of the Publicis Groupe.
It used the voice of Robert Redford and said, "It's time to
fly." Several Asian airlines have also stepped up their use
of image campaigns as long-haul traffic rebounds.

And last week, Lufthansa introduced new advertisements that
take what Harald Eisenaecher, vice president for marketing,
called an emotional approach. That is a departure for
Lufthansa, whose recent ads have highlighted fares and
services like Flynet, the carrier's airborne Internet
access.

"During the crisis years, we couldn't focus so much on
quality and differentiation," he said. "But those are very
important elements for a network carrier."

The campaign, created by the Berlin affiliate of the
Interpublic Group of Companies' McCann-Erickson agency
network, will include print, online and outdoor ads, as
well as direct marketing. It employs simple images that are
easily adaptable for more than 40 markets.

One print ad shows a sleeping couple aboard a plane.
Beneath the Lufthansa logo, clearly visible on the seat
back, the ad reads: "Pilots who are perfectly trained.
Mechanics who double-check every bolt. Flight attendants
who leave you in a land of dreams. All for this one
moment."

The ads include the company's previous slogan, "There's no
better way to fly."

"Customers are very much the focus, not aircraft metal or
speed or something," Mr. Eisenaecher said.

Media spending is being managed by WPP Group's MindShare
unit. In euros, Mr. Eisenaecher said, it comes to the "low
double-digit millions." That will bring Lufthansa back to
roughly pre-Sept. 11 spending levels, he added. Like other
carriers, it had cut back sharply.

In the United States alone, airline ad spending fell to
$678 million last year, from $2.4 billion in 2000,
according to TNS Media Intelligence/CMR, an industry
research firm. In the first six months of the year, it
reached $375 million.

Another major European airline, British Airways, which
introduced its first brand campaign in about four years in
the spring, was forced to pull the ads from television and
radio last week amid service disruptions at Heathrow
Airport in London. Dozens of flights were canceled because
of a shortage of ground staff, leaving thousands of people
stranded.

Apparently, images of a businessman being flown by British
Airways to meet his family on vacation - backed by
orchestral music and the tagline "the way to fly" - did not
blend well with television news reports of angry travelers.


"We did defer some of the ads but will reinstate them
shortly," a British Airways spokeswoman said.

http://www.nytimes.com/2004/08/30/business/worldbusiness/30airline.html?ex=1094870318&ei=1&en=671c221cffeb50a3


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