When Carriers Don’t Deliver the Experience They Promise — Airline Innovation Report
Photo Credit: American Airlines' new premium economy seat offers domestic first-class-style legroom, but on a recent flight, the airline did not deliver what it promised. American Airlines Group
Skift Take
Why is there often a lag between the service airlines promise and what they deliver? And how can it be fixed?
The Skift Airline Innovation Report is our weekly newsletter focused on the business of airline innovation. We will look closely at the technological, financial, and design trends at airlines and airports that are driving the next-generation aviation industry.
We also provide insights on developments in passenger experience, ancillary services, revenue management, loyalty, technology, marketing, airport innovation, the competitive landscape, startups, and changing passenger behavior. I write and curate the newsletter, and we send it on Wednesdays. You can find previous issues of the newsletter here.
Last year, American Airlines announced it would sell premium economy seats on four Hawaii routes beginning in December. This is not a slightly better version of the main cabin, with better legroom, but a complete rethinking of the product and a first for American's domestic network.
For flights on the Boeing 777-200, American promised similar premium economy service — and the sam
