In a recent travel survey, 81% of those surveyed felt the worst development in the last 10 years has been the optional fees airlines are now charging for services previously included in the price of an air ticket such as the fee for checked bags. There is the possibility that the airline industry has stumbled upon a revenue stream that is both profitable and sustainable.
Travel industry research firm PhoCusWright recently published a report that indicates growing dissatisfaction among business travelers and more affluent consumers – airlines’ most valuable customers – that calls into question the long-term potential of optional services.
“Consumers are inherently reluctant to buy more services from companies they feel are taking advantage of them – and unfortunately, many feel that way about airlines today,” said PhoCusWright’s Research Director Carroll Rheem.
So, will airlines continue this unrestricted greed and shortsightedness or will somebody sensible step in to repair the customer relationship while keeping airlines profitable?
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