Airlines boast of new travel options: customer choice is at an unprecedented level! Airline passengers now have the choice of a variety of products including new ‘basic economy’ and relatively new ‘Premium Economy’. They have dozens of ancillary choices (carry-on bag, checked bag, travel insurance, lounge access, reserved seating, priority boarding, and so on). ‘Have it your way’ appears to be the new strategy, no longer ‘one size fits all’. Shouldn’t this new strategy drive greater customer satisfaction?
Source: Eye For Travel
The age of anxiety and why too much choice is a bad thing