Passenger Experience Fail: Newark’s Desperate Cash Grab

Airports always want to market themselves as entertainment hubs. With ancillary revenue being the buzz of the industry for the past four or five years, it’s easy to be lured in by the promise of easy money. In the United States, airport authorities seem to be keeping tabs on what’s happening in Singapore, Hong Kong, […]

Airline Marketing Job #1: Ban the Phrase “There Is Nothing I Can Do”

It’s no secret that I believe an airline’s first and foremost “marketing” task, before a single dollar goes into fancy logos and brochures, is to take every step possible to deliver a consistent experience to each and every customer. While the nature of the business means that this is not always possible operationally (airlines often […]

Customer Engagement Strategy for the Airline Industry