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What a difference a dollar makes

I was lucky enough to be flown to Rome first class (on someone else's dime). Delta out, United back.

Each airline gave us a little overnight kit: Sleep mask, socks, toiletries, etc.

Compare the nice reusable case that Delta provided to United's nylon sack. Delta probably spent at most $1 extra.

But the experience and perception of quality is radically different. 

Details matter. Save money behind the scenes — never cheapen the customer experience.


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  1. Gregg Marshall June 19, 2009 at 9:05 am #

    United USED to have a nice zipper bag for its amenity kits. Glad I kept a couple, wish I had kept more. We could dream that they bring back a nicer bag….

  2. Amy Alkon June 19, 2009 at 9:52 am #

    I agree with you on the pouch, but the stuff on the right is cuter, the way it all matches (sorry, I’m a girl!) and also, I like the zippered bag inside with the mouthwash. The socks are nicer, too, it looks like, with those grippers on the bottom. I might actually wear them around the house or the hotel. The Delta socks are the same grim ones we get on Air France biz class. Ugly as hell.
    P.S. Advise always bringing your own earplugs, and the best brand, even for people with tiny earholes, is Hearos Xtreme (the blue ones), available on Amazon for a song.

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