by Nicholas E. Calio
If we have learned anything from the evolution of the smartphone, it’s that we — that is, all consumers — like to have choices. We like to pick our phone, our apps and our data plans and customize them to best meet our needs.
And we like the fact that we have multiple options when it comes to where to buy our phone and services, understanding that we benefit from competition, technology and the free market at work.
The same is true of air service.
Customers no longer make their travel decisions based solely on schedules and fares. Rather, they now can customize their experience based on what they value and need, opting for choices such as in-flight WiFi, priority boarding, premium seating, meals or doubling their miles, among other criteria.