American Airlines Net Promoter Score Collapse: Flyers Abandon Ship For Delta, United At Record Rates
It's people who fly the most who (1) understand the difference in product [they are repeat buyers!] and (2) are willing to spend more to get the experience they want. They suffered from degraded product and service - less legroom and seat padding both in the front and back cabins, less food and lower quality meals on board (again in both cabins) and myriad cuts across the board. These reputational issues have now gone mainstream, beyond just frequent flyers. Continue reading American Airlines Net Promoter Score Collapse: Flyers Abandon Ship For Delta, United At Record Rates...
It's people who fly the most who (1) understand the difference in product [they are repeat buyers!] and (2) are willing to spend more to get the experience they want. They suffered from degraded product and service - less legroom and seat padding both in the front and back cabins, less food and lower quality meals on board (again in both cabins) and myriad cuts across the board.
These reputational issues have now gone mainstream, beyond just frequent flyers.
Continue reading American Airlines Net Promoter Score Collapse: Flyers Abandon Ship For Delta, United At Record Rates...
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