Future of Passenger Experience

Some old-school companies talk about embracing start-up thinking without knowing what that really means. This, though, is what they wish it looked like in practice.

Willie Walsh is not afraid to make decisions that anger employee unions and disappoint some passengers. That may seem like poor strategy, but it's a big part of the reason that International Airlines Group is in better shape than most of Europe's other airlines. Sometimes, an executive must make unpopular decisions to ensure the long-term success of a business.

You have to give Frantz Yvelin some credit for thinking big, but the idea that an all-business class airline could work outside of a few of the largest financial centers in the world seems far-fetched. And even routes like London to New York aren't sure winners, as La Compagnie showed recently when it suspended flights.

Many U.S. airlines and their employee unions are concerned about Norwegian's rapid growth — and for good reason. With its low cost, long-haul model, Norwegian is a threat to legacy airlines.

When David Neeleman was pushed out of JetBlue Airways, the carrier he founded, in 2007, it wasn't clear he would have a next act. But Neeleman, who now controls two airlines, is doing just fine.

What Jetstar Group has done is nearly impossible. It has taken five different airlines in five countries, most with different investors, and operating them as one brand. So far, it's worked out pretty well.

Emirates may be among the world's most innovative airlines, but even it is focused on the bottom line. And since fares have been falling, coach passengers may need to get used to the idea that Emirates will start charging for extras, just as other airlines do.

Few airlines focus as much on passenger experience as Virgin Australia. But unfortunately for investors, that approach has not produced recent profits.

James Hogan has built Etihad into one of the world's most influential airlines. But Etihad still has plenty of challenges ahead as it deals with global pandemics, wars, and economic malaise.