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Airlines are not typically recognized for their customer service, despite competing for business in an industry closely related to hospitality. Over the years, the number of airlines has decreased, leading to a perception among customers that these companies are large and impersonal bureaucracies. The capital-intensive, heavily regulated, and unionized nature of the airline industry further detracts from its customer focus.
Recently, there have been changes that exacerbate this issue. Deadheading pilots now receive priority for first-class upgrades over even the most valued ConciergeKey customers at American Airlines. This follows a similar policy change at United Airlines during the pandemic.
Eric Sean Clay expressed frustration on social media: "Imagine how frustrating it would be as an airline customer to have your flight cancelled, get sent to a hotel for the night, and face a long line to get to your room – only to see your airline’s staff march right past you with priority."
