Sure, maybe you enjoy navigating their odd hierarchy of complex member statuses. I'm pretty sure most people don't enjoy that. At the end of the day, American Airlines loses 300 million dollars a quarter. They're doing something wrong. And they have to fix it. They could start with fixing their customer experience.
They're doing something wrong. And they have to fix it. They could start with fixing their customer experience.
They're definitely doing something wrong, and they definitely need to fix it.
I like your redesign, but I doubt that their existing design is what's losing them 1.2 billion a year.
Treat this as a pandemic emergency across your entire company /
Immediately fire your entire web team, if you have one /
[Booking a flight on your website] disturbed me so deeply that I vowed never to fly your airline again
This comes across as hysterical and out of proportion with the problem at hand. This detracts from your main points, and makes it more difficult for you to be taken seriously.
As a customer, figuring out how to make AA profitable is not really my job. I love the service they provide to me, though, whereas I would only fly the "low cost carriers" under extreme duress. Maybe that's the problem, but probably not.
