Loyal Customers
[/quote]Please, the customer is concerned about the almighty dollar and just how low of a ticket price they can get. Business travelers maintain points and elite status and therefore, as much as they will complain, 99% will be happy with a few extra frequent flyer miles in their personal account for the hassle. They will continue to book on whichever airline they do every other flight and they will continue to complain about the cancelled flights and how terrible it was, but they will not be lost loyal customers, for the most part.[/quote]
Hey, I realize customers have limited choices sometimes. They want the lowest fare that gets them the best return on their money. If they want to fly out of MSP or DTW, well, Northwest is the only real player anyway.
But it still sounds like you're saying we can crap on customers all we want and they'll still say "thank you" and come back for more. We can't treat them like garbage and laugh because they'll probably just be on next week's flight anyway. That's why competition is good- it gives the people the choice of NOT taking a carrier that hosed them last time. All things being equal, ticket prices should be relatively close across similar destinations from different airlines. If people get a raw deal every time they fly your airline (whatever 'your' airline happens to be), believe me that cost will be less of a factor than knowing they'll get to where they want to go when you promised to get them there. Last airline I worked for, we were so understaffed there were a couple of close destinations from our hub where we routinely sent half a day's worth of flights via ground transportation. You think those people never clued in that they should be picking a different carrier or at least not paying for the first connecting leg to the hub and just driving themselves?
People are after the lowest fare, but there's a point where money isn't everything.
Don't know if you were playing devil's advocate in your last post or not, but I thought it was worth mentioning the way it could be interpreted.