Brian Sumers

Video: Why Travelers Don’t Trust Airlines on Personalization

Some sophisticated travelers like it when airlines embrace sophisticated personalization strategies, particularly when it means an airline will make a reasonably priced offer for something the customer values, such as an upgrade or a change to an earlier flight. But more casual travelers might find it intrusive. Regardless, personalization likely is here to stay.

Why Did Qantas Hire a Jet Lag Expert?

Few airlines take marketing and public relations as seriously as Qantas. The airline should be commended for its efforts to persuade passengers they want to spend 17 hours on a plane, when they have other options.