Dan Reed wrote a great piece in USA Today about whether airlines will ever improve their customer service. The answer, according to my oversimplified interpretation: probably not.
Turns out, airline profits aren’t really tied to customer service. That’s because we passengers, after we’re finished complaining about the lousy service, keep buying tickets on the airlines we’ve complained about.
That explains why US Airways can be both the most profitable and the most complained-about domestic airline.
I believe I’ve banged on this drum before. We passengers are going to continue to get service as lousy as we’re willing to buy.