I'd have to see the details, but this is similar to same direction BA
took in the early 80's. Do a total makeover and enhance the service expereince. The facts speak for themselves. BA
transformed itself from a debt-ridden state airline with a reputation for lousy service (customers joked BA
stood for "Bloody Awful") to one of the best airlines in the world. DL
has definately started thinking with their head on this one.
Now if only they would stop charging for food in domestic Economy...
Let's face it, most travellers in Y are looking for the cheapest ticket available, legroom comes further down the list...
Not for this traveller. I'm willing to pay a few bucks more for a few more inches of legroom, and do. If AS
is $10 more than UA
on the same route, say, to ORD
it's a no brainer. Plus I get a free meal (and a good one at that). AS
IFE is pricy, but I can live without it.
Being shoehorned into a 757 and being forced to pay for food that used to be free is not my idea of a pleasant service experience.
Call me old fashioned or out of touch, but the major (or so-called legacy) airlines need to face up to the fact their customers expect them to be in the serivce business as well being in the transportation business. And no amount of grousing by airline employees is going to change that.