In the U.S. it used to be common for airlines to roll back unpopular changes after a customer outcry. Airlines were afraid of losing business.
In today’s consolidated industry, with planes full, airlines see themselves as having enough leverage that they can ignore those complaints. (And by the way Marriott now thinks it has leverage over its customers, too.)
The airline industry is monkey see, monkey do in Europe too. In quick succession over the last two months Air France KLM announced its frequent flyer program would go revenue-based then so did Lufthansa and Alitalia as well.
So it’s especially gratifying to see an airline — anywhere in the world — make a change, get pushback, and quickly reverse itself.
Yesterday I wrote that Singapore Airlines would start imposing credit card surcharges on its version of basic economy fares originating in Singapore. It struck me as strange to effectively be imposing a price increase on the fares they meant to compete with low cost carriers.
Here’s the memo: