Newspaper article Pittsburgh Post-Gazette (Pittsburgh, PA)

Flying Blind Airlines Care Little about Infuriating Customers

Newspaper article Pittsburgh Post-Gazette (Pittsburgh, PA)

Flying Blind Airlines Care Little about Infuriating Customers

Article excerpt

It's a familiar story. Corporations, this time America's biggest airlines, reap big profits from plummeting fuel costs, leaving customers holding the bag, in this case with mini pretzels.

The industry is spending only a third of what it did two years ago on jet fuel, so it's little wonder that the country's four biggest domestic carriers reported total profits last year of $22 billion. That's good for the employees and shareholders at American Airlines, Delta Air Lines, Southwest Airlines and United Airlines, but mostly meaningless to their customers, according to The New York Times, which this week reported these and other consumer insults.

Oh, sure- there are more snacks being distributed up and down the aisles of many jets. But baggage fees, sardine-tight seating and ticket surcharges for yesteryear's high fuel costs (now labeled something else) are still a routine part of flying. …

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