Articles tagged “airline passenger experience”

How Airlines Decide What You’ll Eat and Drink On Board

How Airlines Decide What You’ll Eat and Drink On Board

Brian Sumers, Skift

With their onboard food and drink programs, airlines want to keep passengers happy. But they also want to keep costs reasonable.

1 month ago

Delta Air Lines Plans to Reduce Seat Recline in Bet to Make Flyers Happy

Delta Air Lines Plans to Reduce Seat Recline in Bet to Make Flyers Happy

Brian Sumers, Skift

This could go one of two ways. Passengers could revolt, taking to social media to complain about Delta's decision to reduce recline on 62 airplanes. Or customers could be pleasantly surprised at how much space they'll have under Delta's new test configuration.

1 month ago

Virgin Atlantic Refreshes Business Class for Newest Airbus Jets

Virgin Atlantic Refreshes Business Class for Newest Airbus Jets

Lucca de Paoli, Bloomberg

Virgin Atlantic has had a reputation for cool since the 1980s. But here's the reality: In recent years, Virgin has been a lot like most airlines. We'll see if this new cabin helps the airline get its swagger back.

1 month ago

Does British Airways Have Its Mojo Back?

Does British Airways Have Its Mojo Back?

Brian Sumers, Skift

British Airways probably will never win back its past magic. But the airline can get better and as it strives to improve, it should look forward, not back.

2 months ago

Cathay Pacific Mines Passenger Data to Deliver Premium Service

Cathay Pacific Mines Passenger Data to Deliver Premium Service

Kyunghee Park, Bloomberg

Airlines often claim they know more about their customers than any other type of business. But when they try to use the data, they often stumble. Airlines run complex businesses, and sometimes it is difficult to translate data into customer service improvements. We'll see if Cathay Pacific has more success than other carriers.

2 months ago

British Airways Updates Its Business Class Seat and Adds a Privacy Door

British Airways Updates Its Business Class Seat and Adds a Privacy Door

Christopher Jasper, Bloomberg

British Airways was the first airline to create a lie-flat business class seat. But its design had not been updated in years, and it has not been competitive for awhile. The airline needed an upgrade.

2 months ago

American Cancels Flights Because of Shoddy Overhead Bins

American Cancels Flights Because of Shoddy Overhead Bins

Brian Sumers, Skift

We'd like to think airlines would catch poor retrofit work before an aircraft flies passengers, but clearly that didn't happen here.

3 months ago

Southwest Mulls New Fees to Generate Revenue Without Alienating Passengers

Southwest Mulls New Fees to Generate Revenue Without Alienating Passengers

Mary Schlangenstein , Bloomberg

Southwest is much more protective of its brand than the average business, and that has served the company well. But publicly traded corporations need to keep shareholders happy, and shareholders want to see revenue growth. Southwest should be able to balance that with customer preferences.

3 months ago

Spirit Airlines Gets Boost From Dynamic Pricing on Carry-Ons to Bottled Water

Spirit Airlines Gets Boost From Dynamic Pricing on Carry-Ons to Bottled Water

Brian Sumers, Skift

Almost everything is improving at Spirit Airlines. Its on-time performance is getting better, and customer satisfaction is rising, according to the airline. More importantly for investors, ancillary revenue is up. Can the good times last?

4 months ago

Alaska Airlines Works Fast to Erase Memories of Virgin America

Alaska Airlines Works Fast to Erase Memories of Virgin America

Brian Sumers, Skift

It can take some airlines as long as a decade after a merger before they truly operate as one entity. But Alaska Airlines is working much faster to gobble up Virgin America. Part of that is because both carriers were relatively small. But by any standard, Alaska is moving quickly.

4 months ago

American Airlines Has a Customer Satisfaction Problem

American Airlines Has a Customer Satisfaction Problem

Brian Sumers, Skift

American Airlines President Robert Isom said customer satisfaction may be declining because the airline has not been as reliable as it should be. Is that the entire problem?

4 months ago

Asian Airlines Turn to Super Business Suites Rather Than First Class

Asian Airlines Turn to Super Business Suites Rather Than First Class

Brian Sumers, Skift

Asian airlines still cling to first class, but is the product necessary anymore? Some carriers are rethinking their strategies.

4 months ago