Pie in the Sky

Posted by Jennifer W. Miner May 21, 2007

It doesn't take a genius to figure out that airline passenger satisfaction is tanking. Now that the numbers are in, however , we have proof: The American Customer Satisfaction Index has passengers' scores of major US airline, and the overall ratings are the lowest in seven years.

If you're like me, your schedule predicates that you must travel during peak vacation seasons. This means that by now you've witnessed or suffered through one of the main reasons for airline passenger discontent. Delayed flights, lost luggage, and unpredictable ticket prices are among the reasons for the dramatic drop in air travel consumer satisfaction ratings. However, the overriding cause of low scores for airlines is declining passenger service. Bad weather can't be helped, after all -- but grouchy airline employees aren't an avoidable element of air travel. And the food! Don't get me started.

Perhaps all this railing against crappy passenger service isn't shouting into the wind: It appears that US Airways, at least, may be paying attention to the suffering of their herded cattle - er, passengers. Starting in May 2007, passengers of US Airways will be offered a slice of Sheraton's signature pie. I know, I know, I hear you: What does Sheraton have to do with air travel? And hotel satisfaction is at its lowest point ever, so how does combining two low-scoring industries equal a positive experience, right? Well, guests of mid-range hotels gave those low scores, but luxury hotels (4- and 5-star) are seeing higher levels of satisfaction. Sheraton's Four Points is the hotel chain's venture into the upscale travel market. Four Points by Sheraton will offer different types of its pie (which is actually quite good) every three months, starting with pecan pie. The promotion ends March 2008.

Can something as simple as a slice of pie help improve customers' air travel experience? There's something so comforting about fresh pie; I'd say Yes. Can't complain about that. It's better than the teeny bag of pretzels you get on American, anyway.