Sometime industry insiders aren't the best for debate on the consumer experience issues: everywhere else the consumers are saying the exact opposite, just read the comments below the story to figure that out.
Have the airlines gone too far with the extra fees, or are they on to something? Would other industries be wise to follow the airlines’ lead? NYT invited four industry experts to debate the topic: Benét J. Wilson of Aviation Queen; Brett Snyder of The Cranky Flier; Holly Hegeman of PlaneBusiness.com; and Anne Morriss of the Concire Leadership Institute. And for such a hot topic, they all almost agree with each other: airlines need this, they need to explain it better to consumers, consumers need to be aware, and that they have choices. End of debate.
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