Airlines Finally Realize Their Customers Visit Their Websites

from the and-they-use-their-sites-too dept

Tue, Jun 20th 2006 10:51am — Joseph Weisenthal

Though booking travel online has been a popular practice for some time, it can still be a confusing and unnecessarily complicated process. So it's about time the airlines are finally getting the message that they should improve the functionality of their sites. In a rather logical move, customers can manage their upgrades and frequent flier accounts online instead of having to call an operator. Another reason to improve an airline's site is that it allows the carrier to differentiate itself in a way other than price. When buyers go through a comparison engines, having the top listing is a major advantage. But by offering other perks to booking at in-house sites (extra frequent flier miles, better seat selection, etc.) the customer has other criteria to choose from. The airline's recent site makeovers are a good sign in that companies do eventually figure out how to use the internet; as always it takes a bit longer than you'd think.

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8 Comments

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Topher3105, 20 Jun 2006 @ 11:16am

Some more helpful feedback
I am amazed when I am booking a flight online why airlines ask you if you want to see the "lowest" priced fair available as an option. I mean, I have a choice of a one-way flight that is going to cost me $2000 compared to the discount fare of $120, which fare do you think I f*cking want?

I would think it would make sense for there to be a "So you like getting screwed from behind?" option so that I can purposely see the outrageous fares they charge most of the times.

Also, add the "I am a f*cking cheap ass" option to my customer profile. This will give airlines the hint that maybe charginging $2000 for a one way fare is the reason why they are going bankrupt in the first place.
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- Adam, 20 Jun 2006 @ 12:22pm
  
  Re: Some more helpful feedback
  Maybe you enjoy flying first class. I've never done it myself, but I hear it's very nice.
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Anonymous Coward, 20 Jun 2006 @ 11:20am

I mean, I have a choice of a one-way flight that is going to cost me $2000 compared to the discount fare of $120, which fare do you think I f*cking want?

Perhaps the one that best fits your travel schedule? Possibly the one with the fewest stops? Lowest overall travel time? The one that your company says to take?
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- kneeL, 20 Jun 2006 @ 12:06pm
  
  Re:
  Obviously he meant flights he was paying for, not his company
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ZA, 20 Jun 2006 @ 11:36am

New Tricks
See that, you can teach an old dog new tricks.

Booking online sure beats talking to some ignorant, miserable 20 year old high school drop out who doesn't want to talk to you in the first place.

Why would they even list a $2000 flight? I know, because they are giving us a huge discount for the normal price of $120.

Dumb...
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lee, 20 Jun 2006 @ 11:39am

The different fares may represent refundable vs. non-refundable tickets, or other differences in terms that may matter to the site user.
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fred, 20 Jun 2006 @ 12:16pm

airline sites
I book a lot of travel for folks we fly in to present at our events. I rarely used the comparison sites to actually book tickets but to identify the airlines I needed to check out on the company sites. Besides the comaprison sites never included SW Airlines and some of the other low cost airlines.

Over the years, I found SWAir's and Midwest's websites most accommodating.
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Robert Twigg, 20 Jun 2006 @ 1:10pm

AA Out of Touch
On a recent attempt to change an incorrect reservation by one day I called American Airlines. The representative told me sinch I booked via the AA.com web site there would be a $100 fee per ticket for their services, plus the difference in fare. After telling the agent TWICE I did not want to make any changes he asked me for a THIRD time, "So, do you want this upgrade?" Just plain ignorant. Anyone but AA next time!
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