Airlines used to be regarded as a service industry; but, as with many such services, their operations are being increasingly positioned these days so as to influence what it is that the customer thinks he wants. By manipulating passenger behaviour, service providers can provide the service that gives them the largest profit margin, while being able to claim they are delivering what the customer wants.
So, an airline charges a fee to take a second suitcase. The passenger therefore changes his behaviour so as to reduce the amount of stuff he takes on the journey. The airlines saves fuel as a result and the passenger avoids a fee. Everybody's happy. Or at least, that's the theory..........
Last edited by ConstantFlyer; 11th September 2009 at 17:55.
Reason: typo