Articles tagged “cathay pacific”

Hospitality is a creative act and by looking at who is doing things well, the entire industry can take away some necessary inspiration as they begin to execute 2019 plans.

The so-called soft product is often the first to get the knife as airlines undergo turnarounds. Thanks to patient, long-term investors and the desire to be customer-centric, Cathay is investing in its lounges and end-to-end experiences even in the middle of a business turnaround.

Like many airlines, Cathay Pacific underestimated the digital revolution and the threat of low-cost competition. It is playing catch up, and its recent financial results have not been pretty. But Cathay Pacific has an excellent brand, and it serves a lucrative home market. It should be OK.

Other airlines say they're adapting to what younger travelers want. But not all of them actually do it. Delta seems to be ahead of many of its competitors. And that's a good thing.

Updates to Cathay Pacific's Marco Polo loyalty program may be a thinly veiled effort to bring business back to the company. Either way, frequent flyers on the airline are in for a loyalty bonus soon.

As airlines double down on investment in business class, there are some experiential table stakes for customers paying the money to sit up front.

We think the last thing the Hong Kong-North America market needs is more capacity. This seems like a shaky idea. But remember, Hong Kong Airlines is controlled by HNA Group, a giant conglomerate with deep pockets. You can't count it out.

For 2017, it is advisable to vote with your wallet, and support the airlines, hotels, and brands that are elevating experiences and not resting on their laurels or forgetting the vital human element of service.

By avoiding abrupt changes, and ensuring a consistent design, at all customer touch-points, Cathay Pacific demonstrates the inherent value and long-life of a carefully curated brand. It is that consistency that makes Cathay's at-home-on-the-road passenger experience authentic.

It's only a matter of time until American Airlines follows suit.