Will You Pay More to Get More?
Ailrine executives have cut services to the bare bone -- including things like customer service -- because they believe that passengers just want the cheapest possible fare, and they're doing what they have to do to keep fares down. That, according to travel guru Terry Trippler, is what execs tell him, but he's not sure they're right. Are they?
Hard to know. But one bit of evidence to the contrary has just dribbled in:The CEO of Air Canada says many of his passengers are buying higher-priced tickets even when lower fares are available. Air Canada's lowest fares buy a seat that is assigned at check-in, and that's about it. Passengers pay more for tickets that include food and beverage, an advance seat assignment, the choice of changing flights.
I generally go for the lowest-price ticket because buying a higher-priced one isn't going to solve my biggest gripes -- long lines at check-in, long holds if you have to call an agent, and difficult customer service if a problem arises.
One thing's for sure: I don't want to pay more for a ticket so it includes airline food -- I'd rather bring something edible, or pay extra if what they're selling seems better than the stuff they used to give away. But I'd be willing to pay at least a bit more if I knew it was going to improve other kinds of customer service, and I think others would be willing, too.
Or do people really want bare bones if something better costs more?
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