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6.9%. Would you infuriate your customers for that?

6.9% of revenue is what the airlines got for extras like bag-checking charges.

Do the math:

  • How many customers switched to a no-gouging airline?
  • How many people skipped a flight and drove instead?
  • How many paid this time, but will never fly with you again?
  • How many hate your guts?

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Comments

  1. Ken Mueller April 25, 2010 at 8:17 am #

    How many are talking smack about you publicly?
    How many are taking that smack talk online in blogs and Twitter?

    And more importantly, which of your competitors are going to take notice and take advantage.

    Great stuff Andy. Well said.

  2. Chris M. April 26, 2010 at 10:02 pm #

    VERY well said. I was having a discussion with my husband about this issue, and he couldn’t understand my indignation. You summed it up perfectly here, and I’m obviously sending the link to him :-).

    So not worth it to infuriate customers like that.

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