A recent NYT article touched on the issue of charging airline passengers fees for small components of the service experience. How close are we to the world that a Southwest commercial famously parodied, where customers have to scrounge for quarters to open up the overhead bins? Not far, it seems. Airlines have an emotional hurdle to charging extra for carry-on bags, but virtually everything else is fair game.
The economics of this decision are understandable. Airlines have been losing money on ticket prices, claiming that the prices the market will bear are not enough to cover their unyielding costs. The revenue they get from fees drops almost directly to the bottom line. Fees translate into “pure profit” because there is very little incremental cost in, say, sitting in an aisle seat.
But as airlines chase each other down the fees rabbit hole, customer goodwill is likely to follow. Customers hate being nickled and dimed in-flight, particularly those who fly regularly. So why do so many airlines think they’ll prevail by giving their best customers a reason to hate them? It feels like an entire industry is throwing in the towel.
The game is over when service executives assume that customers don’t value the difference between good and bad service. When this happens, whole industries can get stuck in a competitive death spiral where they try to get a larger and larger piece of a fixed pie they share with their customers. This is happening with airlines today, but it doesn’t have to be this way. Competing on service can increase the size of the pie and make everyone better off (customers, employees and owners), even in low-margin businesses.
Why is it so difficult to make this leap? Because differentiating, by definition, requires doing things differently. Managers with things to lose (a career in a conservative culture) have powerful incentives to keep doing the same things only harder, to run faster than their competitors rather than create a whole new game.
Most airlines are not just running the same, tired race — they’re now asking their customers and employees to do the running for them. That’s what the proliferation of fees represents. Rather than delivering an exceptional experience or innovating on costs, airlines are designing elaborate schemes to charge customers extra without giving them anything in return. And then they’re throwing their frontline employees out there to deal with customers’ angry response. My advice is to reroute the creativity from fee schemes to service. We’re getting close to the point where most airlines have nothing to lose from trying.