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Posts from the ‘LAN’ Category

First impressions matter

August 22nd, 2012

Kinny Cheng

Johnathan Norris, for the APEX Editor’s Blog:

“When you walk into an aircraft cabin the cleanliness and overall visual appearance of the cabin has an immediate effect on your perception not only of that airline but also on the condition and airworthiness of the aircraft as a whole. This fact has been taken very much to heart by LAN’s dedicated cabin impeccability team led by cabin development manager, Carolina Fuertes.”

I’m actually surprised this is the first time I’m hearing of it. Slashing fares and increasing frequencies, for example, are not the only ways to get more customers flying with your airline.

Admittedly, I am the type who boards an aircraft and glances at everything in great detail. The presentation of the aircraft, including the cleanliness and physical condition of the cabin and seats, does indeed make a huge impact on perception and the underlying feelings — just like how it feels to walk into someone else’s home for the very first time.

More (if not, most) airlines should be doing the very same that LAN has — that is, offer its passengers with a clean and comfortable aircraft that feels both welcoming and pleasant to be flying on. It really isn’t that hard.

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