Novel concept. Air Canada

Novel concept. Air Canada boosts service to earn more revenue. Funny thing is that this is a novel concept in the airline industry. With so many airlines cutting back on their amenities, customers might just choose to fly one that isn’t.

In contrast, United in recent years has eroded its premium cabins by:
ending hot towel service domestically
ending champagne service domestically
cutting Godiva chocolates and hot chocolate chip cookies
cutting the personal video library in 3-class First

There are fewer passengers paying premium fares in the current environment. But those that are have no reason to choose United over a competitor flying a similar route. As other airlines introduce flat beds in business class, even United’s advantage of the best seat in the sky is gone.

Delta and United are both following a low-cost model in its return to profitability. I wish them the best of luck. I’m just not interested in flying that airline, and I suspect others (who value premium service) agree with me.

About Gary Leff

Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

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