The price of being nice: Treating flyers well is bad for airlines’ business

FOR all the frequent travellers out there just aching for airlines to make the flying experience slightly less unpleasant, there’s one fundamental obstacle: you. The airline industry recently undertook a wide-ranging study of passenger satisfaction, surveying 60,000 passengers on 30 airlines in 39 hub airports around the world, and examining 75 factors that contribute to a flyer’s satisfaction level.