It's The Customer Experience Stupid  Peter : On Rad's Radar?
It's The Customer Experience Stupid  I'm flying today on AA.
They will charge your credit card for everything -- even the
unfiltered, warm, smelly air if we could - airline. You can
speak to a human at the airport gate who will tell you to call
the 800 number, who will tell you to do it online.   This same
airline will charge you for snacks (no free peanuts, but $4 for
a bad cookie <-- who makes a bad cookie?!) and for checked
baggage. And they still lost $359 million - while pissing off
their customer base. I watched as they told a passenger he was
going to have to check his bag at the gate for $20 because his
wheels put it 4 inches outside the box. You should be charging
people for Carry-on, you idiots! You want fast turn-around of
planes. You want quick on and off-boarding. I know. You are
trying to save on labor costs of union baggage handlers. But you
are making anyone happy -- and you are not making money. Could
that be related?  In short, mo