Investors prefer airlines with good customer service
THE trend seems clear. Spirit Airlines became the most profitable carrier in America at the same time that it was the most complained about. Frontier Airlines cut costs, became a no-frills budget carrier, and went from posting big losses to notching big gains. American, Delta and United scrambled to keep up, slashed comforts and amenities, and introduced their own no-frills budget fare class to compete with Spirit and Frontier, which turned out to be rather lucrative. The message was obvious: cut service, make money.
Or maybe not. A new study by Watermark…
