Everyone Obsesses Over Business Class—Delta President Admits Coach Matters Most, And American Airlines Doesn’t Get It - View from the Wing

Everyone Obsesses Over Business Class—Delta President Admits Coach Matters Most, And American Airlines Doesn’t Get It - View from the Wing

The coach experience matters as much as business class for an airline - even (and especially) an airline that wants to maximize its premium revenue. Becoming a premium carrier is a decade-long process. It stretches across the entire product offering, not just premium products. It takes investment and it takes a huge change in culture and mindset. It's a journey not just for the airline, but for customers as well - who build their perception of t…