Continental’s new CEO on ancillary services, pizza, lactose intolerance
In Smisek’s view, the industry is navigating a second structural change where customers are demanding more “self-service” in the purchase process, at the airport and during the flight.
There once was a day when consumers could visit an airline website and simply purchase a flight ticket.
In North America, Air Canada kicked off the end of that simple process several years ago when the airline introduced branded fares — Tango, Tango Plus, Latitude, and later Executive First Lowest and Executive First Flexible — all with their own attributes.
Read the full story at http://www.tnooz.com/2010/01/22/news/continentals-new-ceo-on-ancillary-services-pizza-lactose-intolerance/