by Roger Pynn
Consumers wanted affordable air fares … they wanted to be able to go anywhere at the drop of a hat at the price of going Greyhound. Air travel has gone to the dogs, all right with passengers finding they have to pay for everything except the seatbelt buckle once they take off.
Everything from pillows to peanuts now make the cash registers of the friendly skies ring, but you have to wonder what all that revenue is doing to the bottom line of reputation. When was the last time someone told you they enjoyed flying or raved about their favorite airline?
There’s no cocktail service on a Greyhound Bus and there’s a reason for it: people go there because they are looking for “cheap” transportation. If the temperature on an airplane gets uncomfortably cold due to conditions beyond your control (like the ability to reach up and turn off the air flow above you), should you have to pay $15 to rent a blanket as you do on Allegiant Airlines (the same blanket that’s been included in ticket prices as long as anyone can remember)? And, if you do … how long will you remain one of their raving fans, the kind my Partner Kim Taylor wrote about when she reminded us how these times demand customer focus more than ever?