Airlines: Blame the Internet

David Grossman asks whether the internet is killing the airlines. Consumers shopping online are able to see all of their options — pushing down the prices they pay for travel.

The real enemy of the airlines here is information and better informed consumers. Competition and technology drives that. Airlines have a love-hate relationship with technology. They embrace it for lowering their ticket distribution costs by circumventing travel agents, but they kvetch about it for creating savvier consumers.

Any business that relies on the ignorance of it’s customers will only sustain profitability over a limited period of time. That ignorance is bound to end. The internet isn’t at fault for this. The airlines come off sounding way too much like Bill O’Reilly.

About Gary Leff

Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

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