American Airlines makes a statement that may interest customers

 American Airlines makes a statement that may interest customers

can you tell them the real reason why you are doing something? Or should you focus on making them as happy as possible? Especially if it's as flawed as air travel?

I'm only asking because of the fascinating interview with the CEO of American Airlines just posted by The Points Guy.

In it, he discussed many issues, including the survival of his airline and its growing enthusiasm for packing as many people as possible on their planes.

But one element especially struck me.

He was asked about providing customers with seatback screens and streaming Wi-Fi. American was one of the first to rip all seatback screens out of their narrow planes and replace them with a small holder where you can put your phone, iPad, or perhaps a photo of your loved ones, and walk away.

Parker stated, I think everyone - with a choice - would rather have a seat-back screen and Wi-Fi streaming.

He then explained why he was not ready to give buyers a choice. Obviously, giving them both will take a level of effort that doesn't justify it.

For some, this may seem like something not worthwhile.Some may think that there is no benefit in this, so give me a rest.

But Parker insisted, We are absolutely confident that giving customers the ability to use their personal devices in flight — just as you can when you’re sitting in your living room — is something they prefer than keeping content on screen in front of the screen. their.

This is a perfectly honest business calculation. But how true is this for families that may have many children but not many personal devices? They can be especially important as business travel continues to be hampered while personal travel - say, from Texas to Cancun - becomes more active.

Moreover, how true is this for business travelers who prefer to work on their laptops, occasionally looking at a screen that they don't need to take with them? (Phones, even large ones, are not suitable for watching movies on airplanes.)

However, Parker believes that in the future it will be so on all airlines.

What could be news for Delta. The airline's managing director for in-flight entertainment and Wi-Fi, Glenn Latta, offered an alternative perspective last month.

Announcing a new deal with Viasat, Latta said: We now have additional capabilities and next-generation technologies to provide faster and more stable connections to your favorite sites, including the ability to stream entertainment of your choice of flight. It also lays the foundation for future enhancements and personalization with a seat back screen that customers will love.