“It seems like these airlines do not care about their customers”

When Seth Kunis booked a Thanksgiving flight on Continental Airlines, it included a snack. It’s a small thing, he admits. But when Continental changed its onboard food program, he felt the airline had reneged on a deal.

I’m sure that some of you reading this will agree with Kunis about this being a small thing. What’s a little snack in the grand scheme of things?

The problem is that for airlines, this has been a pattern of behavior during the a la carte revolution: They take something that was once included in the price of the ticket, unbundle it from the fare, but leave the price unchanged.

The government took steps to stop airlines from imposing their new luggage fees on old tickets a few years ago. But it doesn’t normally get involved in minor issues, like those involving airline meals.

So Kunis decided to let Continental know he was unhappy.

“I honestly don’t know what else to do,” he told me. “It seems like these airlines do not care about their customers and they may have lost a lifelong customer.”
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