I've been watching this debate for a while. It really isn't about the airlines or the way they deal. Not one bit of that affects me, the customer. I've never used a travel agent, but my mother does. So what? When we fly across country the service we are really paying for is the flight.
Middlemen, unless providing a direct benefit to the customer, are not part of my equation for plane flight. Perhaps travel consultants should sell their services to people who perceive value from their services.
I'm not being mean. I'm sincere. This isn't Ben & Jerry's airline business. I wouldn't expect it to become that, and no amount of complaining about the way it is, will change it. I like Ben & Jerry, but they are in the position of selling a premium product to people who are buying the whole package. They are, in effect, buying Ben & Jerry themselves. Ice cream plus their politics. But if their ice cream sucked, not many would buy it JUST for the politics.
I'm liberal, usually (surprise, surprise). But I don't think you want to meddle in businesses unnecessarily. But what you are angry about is something that doesn't necessarily benefit the flying public. If I bought my groceries from Web-van, I'm not buying the same product as someone who is grazing along the grocery store isle.
I really don't care how the airline ticket gets to me. I don't want a friendly voice on the phone. I want a cold, efficient computer on the Internet. That works for me. I get an instant confirmation, and I don't run the risk of having the middleman mess up. Essentially, I'm self-insuring. By buying my own ticket, I ASSUME the responsibility for my travel plans. Yes, if I miss the flight, it'll cost me. But it is cheap and convenient.
Now, I love Costco. Costco gives me a no-hassle insurance policy. If I ever don't want something, I just take it back. No questions asked. I don't abuse the privilege- they have a computer to check that I don't and I buy almost everything there. They aren't even necessarily the cheapest place to buy stuff, but they carry a lot of stuff and it is of good value. I pay for that.
I'd suggest that you restructure your business. Make sure you're not competing against the cold-hearted, but accurate computer giving me an instantaneous verification number. People like me have to perceive that you provide something essential. I don't feel that way right now. But that is the area where your money comes from - this perceived value.
I'd really rethink the David and Goliath act in your business affairs. It is far better to be Goliath's canary than the David hurling stones at him.
Good luck. |
