Have Your Say

As a comment on your article “Most US passengers plan carefully, love self-serve airport and airline IT” It is interesting to see, but has little bearing on other markets. (Even extrapolating less that 1500 responses for the US is not particularly representative unless it gets broken down by flight frequency, class, domestic or international.) Anyone who has flown regularly in the US would know that the industry became IT dependant for airlines for cost reasons – and for customers to avoid some of the worst customer service in the developed world. Also the number of “road warrior” flyers in the US is immense and is one of the most addicted markets to points collection and badges of honour. IT is certainly playing a role in airline development and customer satisfaction – but isn’t it odd that the airlines that use it as a customer satisfaction tool more than cost saving technology are based anywhere but the US? The way, that Emirates, Singapore Airlines, Qantas, Cathay, Lufthansa and a few others are all great examples of airlines that get the mix right for each and every class and form of trip. I can’t think of a single US carrier that could compete outside the US. Let’s be careful about using overseas research (especially the US) to infer findings for other markets. Some idiot will make marketing decisions as a result and then it’s the beginning of the end for the rest of us……