Articles tagged “passenger experience”

Don't criticize airlines for segmenting their product. This is a basic business principle: Airlines want to sell customers the most expensive products they're willing to buy.

Something seems off about this. Yes, Gogo CEO Michael Small probably had to go. But shouldn't the company have chosen a new CEO with a background in telecommunications?

IATA, a global airline industry trade group, would prefer politicians and regulators not meddle too much with the commercial decisions of airlines. That's a fine position, but perhaps a certain amount of regulation is OK. Consumers should be protected.

A first-time business class flyer might love the dog-and-pony show United Airlines promised with its Polaris service. But your average frequent flyer prefers a more consistent experience, even if it's not as strong.

Both Qantas and Virgin Australia should have Wi-Fi available on all domestic flights by the end of 2018. While travelers want to stay connected, they probably won’t pay for Wi-Fi, but might choose flights on the basis of internet coverage, especially on longer routes.

For years, airline passengers have hated Gogo's air-to-ground, or ATG, service. But change is coming, and travelers soon may not need to curse when they learn they're on an air-to-ground-equipped airplane.

Many airlines sell premium amenities to customers in coach. But is it worth it? Yes, these are high-margin items, but airlines don't sell that many of them. Most coach customers want only the basics and don't want to pay extra for anything.

Even if they buy first class pajamas, an upgraded meal, and an amenity kit, coach passengers still won't feel like they're in a premium cabin. But at least some airlines are giving travelers the chance to buy up to a better experience. It's cheaper than an upgrade.

Sometimes you'll buy a plane ticket and the airline might try to sell you a rental car. Other times, the airline will skip the car but ask if you want premium economy. Why? Carriers are using data to guess what extras you might buy.

JetBlue is the latest airline to fall behind on a cabin retrofit program. It happens sometimes, as it's not so easy to update airplane interiors. But the first plane is in the shop. Considering JetBlue has some planes that haven't been touched since the early 2000s, this is welcome news.