E-mail the Crabby Traveler. When it comes to an airline's image, service matters most to frequent fliers. Try shoddy service. In a recent Internet survey conducted by CIC Research in San Diego, Calif., one-third of business travelers claimed they'd abandon their carrier if they got mistreated by a gate agent or flight attendant just once. The poll, which asked more than 500 passengers to evaluate the image of their favorite airline, found that corporate travelers believe good service is paramount.
Frequent fliers have an expectation level.
If you deviate from that, you irritate them. But Seriously Maybe, maybe not. Peter Ivory, a senior economist at Seattle aviation consultants Back Management Services, thinks the figures represent wishful thinking rather than reality. For business travelers, it hurts to switch airlines. It's not that easy.