Karthik S1d ago
Was in an Air India flight from Bengaluru to Mumbai, and an IndiGo flight from Mumbai to Bengaluru last week. In the first class section (Stretch seats in IndiGo), only 20-30% seats were occupied. While there are some methods (flyer miles, among others) to upgrade people from economy to first class, I wonder if it makes sense to offer the empty first-class seats to people from the economy class based on just a pick of the lot (lucky draw, through the airline app's software) 🙂 1/4
Show threadKarthik S1d ago
2/4 The seats are going empty, and the airline would have the food planned for those seats too, anyway (which may not be reused for another flight). So why not increase the chance of happiness for the people in the economy class and let that create an overall positive perception for the airline brand? Since it is not based on any preconditions and the selection is based on luck, it would seem largely fair to all. It would also be something to look forward to, before the flight takes off.
Show threadKarthik S
3/4 Of course, I can fully anticipate the concerns. This may erode the loyalty program value proposition. There is bound to be some operational issues too - what if one from a family of 4, or a couple, is chosen? Offer it to another person if the chosen one can't use it? Would the people who paid for the first class 'look down' upon both the winner and the airline? There are a lot more issues, so don't waste time in this direction. Instead, think of ways to make it work.
Mar 16 at 4:52amWeb
Show threadKarthik S1d ago

4/4 So, can a middle path be offering this only on specific days, like every Wednesday - 'Magical Mondays', or 'Terrific Tuesdays', or 'Wow Wednesdays'? And only to those who have installed the airline's app, offering a great incentive to have the app on the phone?

Or, make it luck + a nominal charge (of say, Rs. 200/500) for the chosen one, to maintain some semblance of revenue too.

Good idea?

#marketing #customerexperience