Citing new fees, frequent fliers book away from American, United and US Airways
Frequent fliers are flying the coop because of new fees. Over the past week, I’ve spoken with half a dozen relatively frequent fliers, who have basically told me the same thing: they’re booking away from American Airlines, United Airlines and US Airways because of the $15 first-bag charge.
Airlines’ first priority? Putting customer service last
American Airlines did it. Then United Airlines did it, followed almost immediately by US Airways. Am I talking about the controversial $15 fee for the first checked bag. No. I’m talking about putting customer service last.