So now passengers must pay upwards of $8 for a blanket and pillow on American Airlines? An interesting business strategy would be to lobby the TSA to prohibit passengers from bringing their own blankets and pillows to drive revenue from this new plan. While charging for what used to be included in the price is becoming the norm in many industries it is good to be able to hold our pricing here at GutterBrush Guys, LLC. to 2009 levels. Perhaps the airlines could learn a thing or two from us. Unlikely seeing that American Airlines announced, without any fanfare last week, that it would eliminate free blankets in coach and sell an $8 packet that includes a pillow and blanket starting on the first of May this year.
Why would a company that does business in an increasingly reviled industry make this type of move? It seems that American Airlines predicated its decision on consumer surveys. Wait. We are supposed to believe that customers said they were in favor of this added charge in an an increasingly less than enjoyable consumer experience on the airline with the worst-in-the-nation on-time performance, deplorable acumen in baggage-handling or the grotesque state of its fleet of aircraft? Forgive me but I remain skeptical.
While other airlines also charge for various items to make flights more comfortable it seems that no one is asking the consumer what they want. If they did they would likely find out what we have discovered. People want to be treated fairly and with honesty as well as getting the product they were promised. There is no room for deception or taking advantage of your customer base and their disposable income pool. Perhaps when more customers abandon those companies that deliver a less than stellar customer experience those that do will have a chance to shine brighter than ever before. Until then enjoy your $8 blanket and pillow.
