Shouldn't the Airlines be competing for the shrinking travel dollars?

Hello Everyone,

Today's subject is "service" in the airline industry. It seems the legacy airlines have lost site of the basic business principle of differentiating the product. We, the frequent road warriors pile into the plane, and once indoors...lets face it, except for the announcement at the beginning of the flight...there really isn't much difference between any of them. Do you really notice a difference between United, American, Continental and Northwest? It would be fair enough to say that Virigin Atlantic at least tries with the snazzy uniform and the entertaing flight safety announcement, but not all that much.

Somehow the industry has lost its "customer" focus, and forces itself into a business model that brings them all to the bare minimum. It's almost as if they have become apologists for all the cost cutting and are appealing to our sympathies to justify their shortcuts on cleanliness and service. I was recently on a United Airlines flight to the UK (my most frequent carrier) and I was completely shocked by how little inflight service/food we received. I was also shocked that the airline allowed two rambunctious and yelling children under the age of 5 remain unattended, while their parents slept two rows ahead of them. The flight attendants never even suggested that one parent sit with each child...but digress.

I'd like to post your suggestions and expectations for improvement here. I am not turning this blog into a consumer complaint center, so please save the individual incidents, for now. (Unless I really can't resist posting someones really GOOD story) I am just trying to get the movement started. Many of us are business professionals, we know sound business practice. We have to tell the airlines that turning their flights into an "undifferentiated product" focused only on cutting costs is a short sighted mentality...The airline that embraces the customer, adds the right touch and shows its value is the one with which I want to travel

Lets hear your thoughts...and there will be alot more to come...I want to hear from the business travelers out there.. Have a great hotel to recommend in London? Good restaurant in Hong Kong? Excellent cab company in Madrid? A nice quick side trip while on foreign travel? Tell me here and I will post it asap