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American Wants Employees to Understand Why They’re Offering a Worse Product to Many Customers – Viral Trends

American Wants Employees to Understand Why They’re Offering a Worse Product to Many Customers




Kerry Philipovitch, American’s Senior Vice President of Customer Experience defends the idea of Basic Economy fares in the latest “Tell Me Why” podcast aimed at the airline’s employees.

She says that without Basic Economy “we’re going to see our most price sensitive travelers leave us” — as though stripped down fares are necessary to offer low fares, and even though immediately after she explains that American had been offering fares that match ultra low cost carriers before Basic Economy.

Continue reading American Wants Employees to Understand Why They’re Offering a Worse Product to Many Customers…



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