travel

Service without a smile: Why airlines aren't nice

9 Comments
By SCOTT MAYEROWITZ

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9 Comments
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I've always wanted to fly Virgin America as their good service is well known, but, for the very reasons the article stated, I haven't been able. Last time I traveled to the States, I had to fly an airline which I have loathed for the past thirty years, and, predictably, their service was bad. Too bad for the consumer that we have to be charged out the yang just so these companies can turn a profit when they treat us like cattle.

2 ( +3 / -1 )

Southwest gives you a smile. Yep, that's about it for the service. Just a smile.

1 ( +1 / -0 )

"After all, the darlings of Wall Street are Spirit Airlines and Allegiant Air — two of the most unpleasant airlines to fly. Their seats don’t recline"

Good. My knees won't get crushed, and the back of the head of the person sitting in front of me won't be right in my face.

1 ( +1 / -0 )

Deregulation in the US wrecked quality drastically for their airlines. But places where there's been regulation and market protectionism, like Singapore, Japan and Thailand, have generated the world's most outstanding airlines.

2 ( +2 / -0 )

Airlines are hit hardest by fuel price fluctuations. If they could stabilize their fuel prices, you'd see less of the nit-picking fees that the airlines are getting forced into. They're trapped in a "get as much money as you can now, because fuel prices could go through the roof tomorrow" mode.

Good. My knees won't get crushed, and the back of the head of the person sitting in front of me won't be right in my face.

Interesting. I've always wondered if those who complain with righteous indignation at the person in front of them for reclining their seat, then went and reclined their OWN seat (as is their right when the seat is designed to do so). On Spirit Air they won't have the option. Spirit Air's longest flight appears to be from Ft. Lauderdale, Florida to Lima, Peru. That flight has got to be the definition of "the flight from Hell". They probably have a line of for-fee masseuses waiting at the exit from customs to handle the neck and back issues.

1 ( +1 / -0 )

The worst customer service I've ever had on a plane, twice, is with American Air, in first class. It was worse than Aeroflot (which was bad). Is rather fly British Airways in economy class, than with American via first class.

1 ( +2 / -1 )

That nice-guy approach to air travel wins awards and attracts a cult following, but may not fly with Wall Street.

Why do I expect to be invoiced when someone in America smiles at me?

2 ( +2 / -0 )

“They’re producing a product that people do really like but aren’t willing to pay enough for,” says Seth Kaplan, managing partner of industry newsletter Airline Weekly.

“You can be McDonald’s, or you can be a fancy steakhouse,” says Kaplan of Airline Weekly. “But if you’re going to be a fancy steakhouse, you better not be charging McDonald’s prices.”

This pretty much sums it up. Passengers want all the niceties but aren't willing to pay enough for it.

If there aren't enough people willing to pay enough for it, then the industry won't see a market for it for them to service.

1 ( +1 / -0 )

I flew BA economy recently and it was rather good.

2 ( +2 / -0 )

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