Originally Posted by Planetrain

I’m not hating, just want to share another opinion:

It’s not the single line item, it’s part of the whole package which drives purchase decisions. The kind of customer we want is the one who is influenced by what we deem trivial uniform. Those same ones are influenced by the bamboo cutlery, personalized bag tags, parade sponsorships, sustainable fuel, etc. Yes, we are cheap airline pilots and trip over each other to pick up a nickel and happily brag on our steals at Costco. We wouldn’t be bamboozled paying full price for first class tickets or using the company card for full fare coach. I argue we don’t understand the uniform impact because we aren’t the customer influenced by it. (Other than microagression influence of headphones and backpacks on both shoulders which scream guard-meow). The managers are making the revenue premium on customers that will pay extra for the experience: empty middle seats during Covid, premium select, comfort+, free internet, tv screens with current content, nice new terminals like LAX, SLC, and LGA. It’s called product segmentation and (perceived) product differentiation on an otherwise commodity. We’ll happily take the family of 5 with crying babies that sit in the last row in basic economy, but the money is made on less price sensitive customers that spoil their fur babies with refrigerated dog food. The uniform isn’t the deal breaker- just like a car with 8 cup holders doesn’t tip the scale on one with only 7, rather it’s part of the whole calculus.

I agree, I am not influenced by the waitress wearing sweat pants serving chicken fingers. Good food is good food. But the customers with loose wallets want their waiter in a suit if they’re going to fork over a hefty bill.