Jul
16
2019
Many customers think that American is wrong, watching entertainment on their phones isn’t the same as a seat back screen if they even know they have to download the American Airlines app prior to takeoff in order to do so. Planes with seat back video look newer and fresher, while even brand new aircraft without screens look old and cheap — there’s a reverse halo effect that can drag down premium revenue too.
However I’ve finally been convinced that American was right. Passengers don’t deserve seat back entertainment. And all it took was one short video going viral on twitter to show me that was the case.
