2021

[NoOtPilot]

https://simpleflying.com/ed-bastian-2021-memo/amp/

[Beagleboy]

Delta plans on becoming more “customer-focused” going forward, which they have already done so far compared to AA. One wonder’s what AA’s plan is going forward considering their past performance at that metric? The industry will essentially be in a period of “booting back up” which means many customers, especially businesses will have a new opportunity to start fresh as well. Will AA recapture as many of its former customers or will they defect?

If that is AA’s goal, IMO they will have an uphill battle considering the alienation level of their front-line workforce. Maybe it’s better for them to continue to be a “Walmart” product attempting to maximize revenue by volume focusing on leisure travelers instead of quality that higher-paying business travelers seek?