As we head into the new millennium, people expect more than friendly. Fallon also suggested scrapping the United theme line, Rhapsody in Blue by Gershwin, but United resisted. United also has acted to improve seats, food and communication with passengers. Its high-fare business continues to improve, he says. Today it's not about getting more people to fly, it's about how much money you're going to make.
People are willing to pay a little bit more for better service.
Howe says the strategy is sound, but he expects future commercials will display more creativity.