Airline Upgrades Lead to a Purloined Pillow Problem
Photo Credit: American Airlines last year upgraded to new bedding from Casper. Passengers sometimes take it with them off the plane. American Airlines
Skift Take
Why can't business class passengers have nice things? Here's one problem: When airlines upgrade their amenities, passengers often steal them.
After United Airlines introduced fluffy business class Saks Fifth Avenue bedding two years ago, staff noticed pillows and blankets started disappearing at a surprisingly high rate, depleting the airline's stocks faster than before.
A few months later, United gently directed flight attendants to consider picking up bedding before arrival, "as a soft way of ensuring these items stay onboard the aircraft after arrival." Flight attendants began making a special announcement upon landing, after welcoming travelers to the new city, sharing the current time and warning passengers to be careful when opening overhead compartments.
"We hope you enjoyed the pillows, blankets and bedding during your flight," their script said. "Please be sure you leave these items on board as you exit the aircraft.”
United is not the only major global airline grappling with a pilferage problem. Some stuff, like silverware, cups and saucers, has always disappeared, though aviation geeks — enthusiasts
