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Thank you for visiting my blog. I am a Cofounder & Technical Advisor here at the BeyeNETWORK. Having covered the business intelligence and data warehousing industry for more than 15 years, I'm looking forward to a more interactive form of communication with all of you. Please share your comments and thoughts!

 

 

I think if I asked this question of all my friends the answers would be centric to services and value. It stands to reason that if you can position your company as the service and value leader you will win. And I should explain that by value I don't always mean the price leader. I think many of you will agree that we don't mind paying a bit more for things if they are valuable. So with that said I was reading this article at lunch today from the Bloomberg News Service titled "UAL looks at service charges to bag revenue" If your not aware of this growing trend in the airline industry it kicked into high gear about 6 years ago when the major airlines decided to start cutting services and charging services fee's for just about everything under the sun.

The first to go were in flight meals which can now be purchased fresh from the box at the low cost of $5 to $10. United Airlines recently started to charge $2 per bag for curbside checking (don't forget the required tip if you don't want your bags to show up in a swamp in Georgia) They charge $29 to anyone who doesn't qualify for Premier Economy to sit in that section. Now according to the article United is exploring the addition of extra fee's for your 2nd bag of luggage, fees for priority baggage delivery (first off the plane), fee's for headsets, fees for blankets and pillows all in an effort according to Glenn Tilton to "drive revenue and efficiency improvements".

Maybe the title of the article should have been "Watch Glenn Drive UAL Back into Bankruptcy in Record Time". United is the major carrier here in Denver so I fly 50K - 70K miles a year on them and I can declare with certainty that the last thing United needs is more fee's and less service.

Picture this....$445.00 for the ticket, $6 to check bags, $29 to upgrade to a seat that is minimally comfortable, $5 for a box lunch, $5 for a blanket and pillow, $3 for a headset, $10 for the 2 drinks you'll need to dull your back pain and $5 for priority bag service to insure it takes less time to get your bags then the actual time it took to fly to your destination.

Mr Tilton, take the following to heart. If you polled those of us who fly your airline we would tell you the following. Fire the cranky ticket desk people, fire the cranky flight attendants, take some of your multi-million dollar salary and give it to those dedicated employees you have left after years of layoffs. Widen your seats, remove a row or two and give use some space, treat everyone like they are a 1K frequent flyer, and stop nickel and diming me to death.

Its really very simple, treat us right and we'll fly your airline. Don't and we'll find a carrier who will.

And by the way I don't know how much you spent to outfit every United gate around the country with that stupid Red Carpet lane for your favorite customers but the rest of us find it insulting that you only treat 15% of your customers like you care.


Posted October 22, 2007 2:04 PM
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