Strategy: Delta Makes Its Inflight Product Better Even as Its Mileage Program Gets Worse

Oct 19 2017

Delta claims to earn a revenue premium over its competitors, arguing customers will pay more to fly Delta. And stock markets seem to prefer airlines that treat their customers well.

It’s clear what kind of bet they’re making. They’ll experiment and try to find the things that will cause customers to prefer Delta overall and pay more to fly their product than competitors.

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United’s Earnings Call: Re-Banking Hubs Sells Credit Cards, and They Aren’t Really Devaluing MileagePlus

united credit card
Oct 19 2017

I think that Scott Kirby destroys customer experience. Any investment that can’t be proven on a spreadsheet doesn’t get made or at a minimum is given short shrift in consideration.

But no one is more interesting to listen to on earnings calls. He’s generally more candid than other executives, and extremely thoughtful.

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Passenger Asserts White Privilege in Onboard Rant, Gets Choked & Carried Off on Stretcher

frontier plane docked
Oct 18 2017

On a Frontier flight from St. Louis to Denver a passenger went off on a “drunken tirade”.

The African American woman sitting next to him videotaped the episode in which he declared he should get what he wanted — even though “crew members allegedly refused to continue serving him alcohol” — because he was playing his ‘effing white card’. Things didn’t end well.

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