Passenger upgrades

Abstract

Airline passengers are one of the most heavily surveyed groups on the planet, yet what they say they want and what they are offered are frequently air miles apart. The market is ready for a carrier brave enough to take a customer‐focused view of the data.

Citation

(1998), "Passenger upgrades", Measuring Business Excellence, Vol. 2 No. 2, pp. 30-34. https://doi.org/10.1108/eb025529