Influx

In a great post from The Economist about the language of air travel the author discusses how insider language creates a disconcerting experience for air travelers. For a category, where service is supposed to matter, the failure of language to bridge the gap and create more humanity and warmth is a...

The story of Ryanair's customers left stranded on the tarmac without refreshments, is quite incredible, but it's nothing we've haven't heard of before or perhaps experienced a little bit ourselves here in the US. "Strathclyde police were called to the Ryanair flight at Prestwick airport in...

An amazing example of a brand using data to create an experience. In this case it's Lufthansa in its brand academy in Frankfurt. Posted by Ed Cotton

Westin has done a formidable job in branding the key elements of the hotel experience. Now it's getting into bed with United Airlines to extend their branding elements into the air and airport. - Westin Heavenly Bed products will be available to passengers on United's ps service- Media experiences...

JD Power's ratings for airlines are out and surprise, surprise, customer satisfaction is down. It suggests airlines invest in people, but with a 72% increase in jet fuel price and the inability to pass this on to consumers, where does the money come from. "Across the airline experience, from...

For an industry that's already skating on wafer-thin margins, a 72% annual increase in fuel costs has sent the business reeling. It's almost impossible to plan for an increase like that and certainly no way this can be passed directly on to consumers in the form of fare increases. The future for...

After a summer from hell in the US, where air travelers got to experience a system strained to the max. From June 1 to Aug. 15, U.S. carriers canceled more than 30,000 domestic and international flights to the USA's top 30 airports, up from 16,000 last summer, according to a FlightStats analysis...

There was a good piece in the New Yorker, a couple of weeks back, by James "Wisdom of the Crowds" Surowiecki on why consumers tolerate delays on airlines. "In other words, we’re stuck with the current system, because it isn’t really in any airline’s interest to try to change it....

US consumers don’t appear to hold positive views of many industries, according to the findings from a Harris Poll conducted in July 2007. Looking at the period 1997-2007 the only categories to show positive growth were- hospitals, banks and car manufacturers. Those with some work to do on...