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nickel and dimingIf price is no longer the differentiator between legacy airlines like Delta, United and American Airlines and so-called discount carriers like JetBlue and Southwest, what is?

I say it’s the way they treat their customers.

The legacy carriers, who used to be all about providing the best customer experience, now seem to look at their passengers simply as cash cows. On the other hand, the “discount” lines, excepting small carriers like Spirit and Allegiant, are dedicated to the idea that a good customer experience with amenities included in the airfare is the path to success.

Case in point: a recent Forbes article argues that overhead bin space will be the next formerly-included amenity to be unbundled from the airfare.

Already the most deeply discounted carriers, Spirit and Allegiant, have gone that route charging for carry-on bags.

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And while it seems inconceivable that the major carriers would follow suit, some experts argue overhead been space has already being monetized via the sale of priority boarding passes, which passengers on legacy airlines buy almost exclusively in order to gain access to overhead bins first.

A New York Times article, cited by Forbes, quotes Jay Sorenson, president of airline consulting firm IdeaWorksCompany, who said revenue for early boarding is increasing; he predicts airlines will implement more such fees.

On the other end of the spectrum, JetBlue is making flying easier — and possibly less expensive — for its customers with a new frequent flier program called Family Pooling.

The program enables families of up to two adults and five children to combine their TrueBlue frequent flier points together to make it easier to earn enough points for a free flight. Even better, the two adults don’t actually need to be related; two friends can pool their miles, then split the cost of a second ticket. And the airline is doing this without having to charge extra for bags, either checked (first checked only) or carry-on!

How ironic that the airlines that used to have to separate themselves from the pack through low fares now only have to go back to the good old days of treating passengers like valued customers rather than piggy banks on two feet.

Seven Smart Ways to Bypass Baggage Fees

– written by Dori Saltzman

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