Michael Steiner, president of New York-based Ovation Corporate Travel, says his business clients are happy with some changes the airlines have made, such as offering more self-service kiosks. But they complain about "the loss of the personal touch."
And yet the travelling public will still buy the cheapest ticket available, irrespective of the level of customer service on board. This also goes for most things in life, people like to think they are getting something for nothing. Unfortunately in aviation you get nothing for nothing, it all has to be paid for somehow. Law prevents airlines outsourcing their staff requirements to low labour cost countries such as Indonesia or India (for now).
It is interesting to note that the cost of a flight ticket from LHR-JFK isn't much more than Laker was offering in the '70s. Have costs really not increased in over 20 years, or are we seeing the Aircrew lifestyle package being dragged into line with the revenue.
Can I just add that, irrespective of a persons viewpoint on the subject, this thread contains some of the best debate I have seen on Pprune in a long time. Thank you gentlemen / ladies for maintaining the high standards this BB is reknowned for.