Dan Thornton

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    • Mon Apr 14th 06:02 AM
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      Customer Omega for the Airlines
      Beneath the name calling, I think both sides actually have a point.

      The current state of airlines (My experience is mainly European) is due to a variety of market forces, and most airline staff are hard working, decent people who have to deal with a huge amount of stressed travellers on a daily basis

      But the days of offering a one-size-fits-all approach is ending. Consumers are looking for more individualisation in all their services.

      I'm not particularly well off, but I already pay more for some services and products because the company has made some effort to offer decent customer service and tailor what they do to me in some way. That's how I chose where to buy my HDTV and my groceries for example. And I don't think the airlines will be immune in the coming years.

      Plus, no matter how hard staff work, airports are essentially the opening of hell on earth, and I've ended up driving and on Eurostar as much as possible in an effort to avoid them.

      There are countless airlines offering the cheapest possible prices (Until you add on taxes etc), so there's nothing to differentiate them. By adding service and individualisation, suddenly you give a reason for people to care who they fly with...
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