"
#Travel
#Aviation
#Virgin America
Virgin American stands out especially because the industry is dominated with trends pushing for more fees, fewer perks, and an overall degrading and deglamorizing of the flying experience. Years ago—OK, decades ago—it was laughable to compare buses with planes. But nowadays, the concept of a plane being little more than a “bus in the sky” is the industry standard.
It’s fairly remarkable than any airline can generate positive feelings among customers in today’s travel scene. But while Virgin America may be well-liked, it may not be well-suited to compete.
""But fundamentally, giving people a little bit of agency over the small actions that bring them joy can do a lot to mitigate the countless indignities that they’re forced to suffer by big bureaucracies and inflexible institutions. An airline can’t make the TSA’s policies more effective or sane, but they can help us regain a bit of our feeling of control and dignity by assuming we can be trusted to ask for a can of Coke when we need one."
Even the illusion of agency is powerful.
#Travel
#culture
#Customer service
#Virgin America
