Why Airlines Can Get Away With Bad Customer Service
As much as other types of companies might want to ignore their lowest-margin patrons, most don’t have that luxury.
A security guard stops a customer as she tries to enter a well-stocked aisle in a large department store. “Sorry, ma’am,” the guard says. “This sale is for our silver, gold, and platinum shoppers only.” He points her toward the meager discount corner at the back of the store, where bronze-status shoppers are allowed. She passes attendants who smile only at the elite shoppers, offering them refreshments and guiding them toward the best deals. When she stops for gas on the way home, she gets in a long line for the basic pump, while the priority pump sits empty and unused. At the
