Who is to Blame for Airlines’ Customer Service?

When customer experience degrades to the point where just about everyone complains about it all of the time, finger-pointing is inevitable. In theory, you get what you pay for. But in this case, since passengers of commercial airlines fly together in large numbers, you tend to get what passengers in general are willing to pay for (unless, of course, the airline can find a way to charge you extra for the thing that only you want). >>>

Airlines’ worsening customer service: The blame game

FOR those of us compelled to fly in cattle class, life is becoming more and more miserable. On that point most of us agree. But who is to blame?

Opposite perspectives can be found at ….

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