There are many reasons for the sorry state of commercial aviation in America. But I come to you as a technology columnist to tell you that technology, too, has failed you. People in Silicon Valley pride themselves on their capacity to upend entrenched industries. Uber defeated taxi cartels. Airbnb made getting a room cheaper and more accessible. Streaming services are undoing the cable business. Yet the airline industry has not just stubbornly resisted innovation to improve customer service—in many ways, technology has only fueled the industry’s race to the bottom.
“The airline industry has been on a steady downward trajectory when it comes to customer service for nearly 40 years.” said Henry H. Harteveldt. He noted that American carriers were improving on some metrics—on-time service is up, baggage loss is down and prices keep getting better. And what keeps deteriorating are comfort and quality of service for low-end passengers, he added.
Airlines keep tacking on separate fees for amenities we used to consider part of the flight. And customers keep going along with it. “Consumers have shown that they’re willing to put up with an awful lot, including lack of amenities, mediocre or worse customer service and more to save money,” Harteveldt said. “And the airline industry has evolved to meet that desire for cheap fares.” Part of the problem is how we buy tickets today. The whole system is mercilessly transactional. Customer service—that is, how the airline treats you—isn’t often part of the transaction. As a result, airlines have little incentive to reform themselves.
Can technology improve how airlines work? Some people have ideas for how that may ha
The elite from Silicon Valley may feel so proud of the following things EXCEPT that ________.
Airbnb makes people get a room more cheaper
Uber APP has won in the war with Taxi
the quality of service in aircraft industry raises to a higher level
accessing to information becomes more quickly
According to Henry H. Harteveldt, what has been improved in American airline industry is________.
Which is NOT the reason why the aircraft industries do not have the motivation to reform themselves?
The airline industries have offered cheap fares to customers.
The airline industries have made baggage loss down.
The customers are willing to tolerate low quality of service.
The service is not regarded as the part of the mercilessly transactional system.
The sentence “That is small potatoes, though.” (Para. 4) most probably means customer review________.
doesn’t make sense in improving service
is not welcomed in improving service
is a obvious and sensible way of improving airline works
has slight influence on improving service
According to the last paragraph, some consumers think that the way to thoroughly improve the quality of service is ________.
viral push of networks