In an Executive Traveler wiki titled, “Blue Skying It,” Ross Klein, President and CEO of Starwood’s Luxury Brands (including W Hotels), is quoted as saying, “Airlines are in the hospitality industry, although they don’t think they are,” he comments. “Flight is extraordinary, but airlines view it as ordinary.”
Klein says, “When I think of air travel, there is a conditioned response that it is going to be bad,” and adds, “We’ve forgotten it is a social occasion. I can’t think of any acknowledgement of that by the airlines today.”
He’s so right. He’s probably someone the industry should tap to help redesign on-board service programs. In fact, bringing experts from analogous fields like hospitality is a great place to start when rethinking services. Successful restauranteurs can also bring a lot of practical insight. Of course, we’d have to bring designers and artists to the party.
I like the concept of tapping experts from a variety of fields and disciplines outside the industry – along with customers – to come with distinctive alternatives that make the on-board experience more enjoyable.
Subscribe to this blog's feed
Follow Me on Twitter
