Delta and American Airlines continue to underwhelm

Offers that aren't offers. Websites that aren't up to par with hobbyist sites. Charges for your luggage, food, plane detail service fees, etc. All crappy ways to make more money and all reasons that some of Americas largest airlines, in my opinion, are doomed. How long until they start passing the hat through the cabin to collect for de-icing? What about a tip jar outside the cockpit door with a sign that says something clever like, "Support Cockpit Intelligence" or "This shit ain't gonna fly itself". Frankly, it all sucks because it just makes getting places more challenging, and it doesn't need to be this way.

Outside of the aforementioned, the inspiration for this post (and another reason i think they will continue to circle the drain) is their unintelligent electronic marketing. For instance, I have an upcoming business trip to Miami next month. I have a couple fare trackers watching flight segments i like. Today, i got an offer for Florida flight sale. While I THOUGHT maybe it was because i told Delta to watch those flight segments for me, I soon realized on the contrary, it was pure coincidence. I know that because this message and the offer are irrelevant.

Ex. My email

When i clicked through on the offer to look at flights, this was the search result:

Now, Delta knows where i travel to, how often, that my travel is primarily for business, that i pay with a business platinum card (theirs), that i am a registered traveler, and that i have a 6 figure mileage balance. So, if they know all this information, why then, would they send me an offer that has 30 flight options, all with 2 or more stops across the country. Delta, that offer is not for me. That offer is for someone who opted to fly vs take the Greyhound. I dont want to just "get there" I want to get there FAST, and if i can get a deal, so be it.

HEY DELTA: bouncing human bodies through multiple airports and onto segments you cant sell to make travel an all day/night process is NOT A SPECIAL OFFER, its a prison sentence.

- bryan landaburu, passenger

On that topic, American Airlines also has its share of issues. Try to get to NYC from RNO without getting in a puddle jumper at some point. Also, try to navigate their absolutely atrocious website:

Their website and its horrible user interface are so bad that people volunteer to redesign it, FOR FREE. Dustin Curtis, one amazing designer, wrote this post based on his letter to AA after he too was sickened by Americas largest airline company having such a crappy web presence. Here is his redesign...

I guess this post is more of a rant than anything. I get frustrated when companies who have access to hoards of valuable information that they have either collected because you are a loyal customer, or that they have specifically asked you for in the past, don't do anything relevant with that information. Small marketers do a better job than the big guys. If companies like Sojern who don't even know me, can discern enough about me to serve me relevant content throughout my checkin and boarding pass printing processes, why then cant the actual airlines send me email offers that they know I would have a high probability of accepting?

In contrast to the two examples above, new comers Virgin America and JetBlue buck these trends. And then there is the beloved price-performer Southwest, with its fantastic websites, a great social media strategy, low fares, no frills airline with serious business plans and a great sense of humor. They don't charge for bags, changes, etc, and since 1967, they have taken marketing very seriously. Here is their latest email offer from this week. In this email they did their best with what they know about me:

So i clicked through as they asked me to, and it brought me to a screen displaying what they know about me and allowed me to provide additional information on my preferences:

With this information updated, I GUARANTEE that they will send me relevant emails for the destinations and interests I have, taking into account my mileage points, status, frequent trips, etc. That's how it is supposed to be. I call that FULL SERVICE and that's just one reason i am loyal to them.

Much like everything in society we are going to see a trend to move to high-end/high-service and super-value for less service. The middle ground, mediocrity, will be extinguished and vanish, thankfully. Give me premium service and i will pay for it. Present me a relevant value, don't insult me in the process, dont try to trick me (you scalawags), and my bargain hunter side will take it. Know who the hell i am, and i will reward you with my patronage, hard, hard earned monies, and loyalty. I cannot be alone in this thought and purchase process.

Anyway, I have taken quite a break from my blog. Primarily because i am busy and secondarily because i haven't had the energy. Hopefully i can get back into it here. We'll see.

Till then...happy trails, and happy holidays.

B

Comments

["A" fan says...]

You make me wanna take a long flight to New York City- just so I can snuggle next to you on the plane and eat peanuts together. And maybe drink a air plane mojito should one be available for purchase.