Independent Thinking » Airlines

At Least the Soda is Free

Daria Steigman — Tue, 16 Sep 2008 13:44:22 +0000

U.S. airlines, except for “Hallelujah” Southwest Airlines (congrats on the great ads), have so diluted their brands that the companies are becoming increasingly interchangeable.

On my American Airlines flight to Dallas last week, the flight attendant went through a long list of food and drink prices and payment options. So when she asked me if I wanted anything, I asked how much the sodas cost. Apparently they’re still free, but I was the fourth person in 8 rows on a half-empty plane to ask.

So American Airlines’ selling point is that the soda’s still free. But don’t ask for an aspirin; those have been removed.

Hopefully your company can identify its competitive advantages. Otherwise your mediocrity will catch up with you, and your customers won’t care if they do business with you or not.

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Southwest’s Winning Strategy

Daria Steigman — Fri, 15 Aug 2008 14:14:00 +0000

Southwest, the company which advertises that “fees don’t fly with us” and “bags fly free,” flew more people around the United States than any other airline, according to Department of Transportation statistics released yesterday.

While American Airlines was levying high fees on soldiers heading into war zones (a practice they finally announced earlier this week that they were ending–after being excoriated by just about everyone), Southwest was winning passengers with a winning strategy. Air travel isn’t going to be fun or relaxing these days, but at least one company is trying to bring a smile to passengers’ faces. And letting us keep some cash in our wallets.

Safety Is a Core Business Function

Daria Steigman — Fri, 20 Jun 2008 16:03:24 +0000

See my letter to the editor in today’s Washington Post in response to a former pilot’s defense of the airline industry and absurd proposition that safety is “an aspect of airline customer service.” Is this really the airline industry’s PR strategy?

Remember People Express?

Daria Steigman — Fri, 13 Jun 2008 14:45:26 +0000

The airline industry could learn a lesson or two from People Express. For those of you who weren’t traveling in the early-mid 1980s, People Express was a budget airline best known for cheap flights between Newark, NJ, and London’s Gatwick Airport. It charged fees for bags and fees for food — and it was one of the best airlines I’ve ever flown. We brought our own food and liquor with us, and the airline encouraged us to have a party.

People Express worked because it advertised as no-frills and there was no guesswork about what you were getting. That earned the company a loyal following. The company ultimately failed due to tough competition from other airlines and after a shift away from its no-frills roots.

Today’s airlines nickel and dime everyone, while offering nothing but poor service and safety concerns. I recognize that the airline industry is being hammered by mounting fuel costs but–news flash–so are the rest of us. Few, if any, other businesses could treat their customers this badly and stay in business. On second thought, maybe that’s why I’d rather drive 1,000 miles than get on a plane. Public Relations 101, anyone?