February 25, 2016

Airlines Are Introducing a Class Below Economy

To improve profitability, airlines have invested heavily in first class while degrading the coach experience. Delta, United and American have now all announced versions of basic economy – which basically means sitting in a middle seat in the back row, unable to sit with family, and giving up an options to upgrade, change or cancel a reservations. Some speculate that airlines are creating such a terrible experience so that customer will pay more for the economy class they are accustomed to.

Can this experience get any worse?

Topics: Experience and Service Design, Vertical - Travel