Why Smiling Flight Attendants Need to Be Part of Airlines’ Fee Strategies
Skift Take
Many airlines are in desperate need of a charm offensive, and a softer approach to ancillary revenue will benefit the bottom line.
During their formative years, children are told to be kind and empathetic to others so they'll make more friends, a lesson many airline executives seem to lose sight of.
Perhaps the most high-profile example of an airline executive who returned from the dark side of stinginess and a lack of empathy last year is Ryanair CEO Michael O'Leary. O'Leary admits he wishes he had changed his ways much earlier after announcing more lenient policies on things like carry-on baggage size and cutting back on the ridiculous sales pitches made during flights.
This change of heart was an improvement, and was part of the airline's trying to attract more business travelers. It was one of the factors in Ryanair's 32% inc
