How NOT to save money
American Airlines has decided to remove the pillows from its domestic flights, saving $375,000 per year. The airline lost $761 MILLION last year. This HUGE savings, 1/2% of their 2004 loss, hardly justifies the discomfort and inconvenience of their customers, especially piled on top of the rest of the discomfort and inconvenience that their customers experience on a daily basis.
Pillows were removed from American's MD80's in November. An airline spokesman said, "We had some resistance from customers initially, but complaints dropped off." He went on to day that blankets would still be provided and that customers could use the blankets in place of pillows.
When complaints "drop off", it doesn't necessarily mean that customers are happy. It may mean that they're either so used to poor service that they've given up complaining, or it could mean that unhappy customers have just taken their business elsewhere.
USATODAY.com - American tosses pillows off most domestic flights
Categories: customer, service, cost, reduction
Pillows were removed from American's MD80's in November. An airline spokesman said, "We had some resistance from customers initially, but complaints dropped off." He went on to day that blankets would still be provided and that customers could use the blankets in place of pillows.
When complaints "drop off", it doesn't necessarily mean that customers are happy. It may mean that they're either so used to poor service that they've given up complaining, or it could mean that unhappy customers have just taken their business elsewhere.
USATODAY.com - American tosses pillows off most domestic flights
Categories: customer, service, cost, reduction
posted by Mike at 7:42 PM
0 Comments:
Post a Comment
<< Home