18.05.12

Some corporations seem to go out of their way to antagonize customers—even their best ones.

To avoid raising prices, a number of consumer-products makers have chosen to reduce quantity: A half-gallon carton of ice cream a few years ago became a quart-and-a-half carton, facial tissues were reduced in size so they now “rattle” around in oversized boxes, a 13.5-oz. box of crackers turned into a 12.25-oz. box of crackers, and so on. Do they think customers are stupid and won’t notice?

The airlines are among the worst offenders, almost seeming to work hard to make interstate bus travel look elegant.

The economics of an airline work like this: A small number of “premium” fliers pay five to 10 times the price of the cheapest ticket. Getting just one or two more premium passengers on a plane can make the difference between operating the flight at a profit or a loss. You’d think airlines would do everything they can to win full-fare customers and keep them happy.

Source: msnbc.com