When I heard there was a direct flight back to New York I rushed to the airport early. Outside at the bag check I was miffed when asked for $15 to check my bag. Fifteen dollars? I had heard other carriers were doing it. Stinks, but I had to check the bag.
Good news at the check in counter, there was a direct flight back to New York and it was half empty. Bad news, there would be a $700 charge to go standby. A charge for stand by? That was a new one on me.
In my rush to the airport I skipped lunch. While there was no lunch on my 1 PM flight there would be snacks, for a charge. My lunch that day was a $3 cookie.
The nice guy next to me did not have earphones to hear the movie. No problem. American Airlines sold him a pair for $2.
As announcement of connecting flights began, my neighbor with the $2 earphones grumbled, I’ll bet they charge me five bucks for the connecting gate number.”
One of the best ways to build customer trust is to make the financial side of your customer relationship simple. There is a huge psychological advantage to this because customer satisfaction is based on customer perception, and negative perceptions develop more quickly in a suspicious mind.
“Simple” fosters trust because it allows customers to drop their guard and just appreciate the product being delivered. A mind anticipating the next surprise expense will find negative parts of the product that might have gone unnoticed.
Should I trust American Airlines?
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