Airline Woes

I look forward to the day when I can write a story about how great airline websites are. It is true that airlines have a complicated business and are under enormous financial pressures -- that is why I have tried to be understanding about some of the frustrating experiences that I have had. My level of sympathy dropped yesterday when I received a letter from American Airlines saying my Admirals Club membership was coming up for renewal. It didn't bother me that they now charge $10 per baggage tag instead of giving you a free set every year. People don't need a new set every year -- and some people belong to more than one airline club and get more than one set per year. Giving away fancy luggage tags annually was a bad business policy all along. I don't even mind the new $50 late registration fee. Some people probably let their membership lapse and then renew it the next time they need to visit a club, thereby saving money for the intervening period. It is not unreasonable for the airline to impose a fee in this case. What I do mind is the method of renewal.  (read more)

e-Business October 16, 2003 06:30 PM