Landed or Stranded – Are Alliance Customers Happy?
Only recently – for the past eight years or so – have alliances begun to consider
customers as a primary raison d’être. Previously, the advantages for the member
airlines themselves came ﬁrst. This is not to say partners did not care about their
customers; they did. But demonstrating it was mostly left up to individual efforts, and
the allying process remained inward-focused, rather than outward on customers.