Airline upgrades: ensuring customer experience means more business

Every airline wants to ensure that they retain the exclusivity around Business and First Class travel and rightly so. However, on countless trips, they end up flying an empty business/first class, while they have oversold their economy class giving them the moniker of ‘cattle class’. The check-in desk then has to make the difficult decision on who they can upgrade. Their selection criteria can be very arbitrary ranging from ‘are you a gold customer’ to ‘how smartly are you dressed’. From a customer experience point of view, every time I get a complimentary upgrade, I want to fly the same airlines more often. I think they like me. Continue reading