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The airline industry has suffered setbacks such as the high cost of fuel that have forced the major carriers to cut back on many of their services. Most airlines now charge passengers fees for checked baggage. Others charge for in-flight snacks or don't serve any at all. Ryanair came under attack when it announced that it was considering installing "pay toilets" on their airlines as a way to make up for some of its increased costs. Airlines have reduced the number of flights they operate to certain destinations, packing planes full to overflowing, and made restrictions on the use of frequent-flyer miles so tight that it is difficult to cash them in. Then there are record-setting delays and lost luggage claims. All of these factors add up to less-than-enjoyable flying experiences for travelers, many of whom are opting to find other modes of transportation or just staying home.

What is your take on all of this? What have you experienced? What would you suggest airlines do to close the gap between the level of service passengers expect and the level they have been receiving? What do you agree with, and what would you do differently?

Operation Management, Management Studies

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