Ironically, there have been situations where a large family has been given an additional room for free. :lol: I'm in the business of guest satisfaction. And at times, you give away what you could technically charge for.

 

But, aren't airlines in the business of guest satisfaction? Why one industry and not the other?

But, aren't airlines in the business of guest satisfaction? Why one industry and not the other?

 

I don't work in the airline industry. Never have. But from the perspective of the larger travel industry, airlines have never been guest-satisfaction-first oriented. It's never been THE overriding influence of decision. For at least the 20 years I've been working in the hotel industry, the ovveriding influence is guest satisfaction. Airlines can control their destiny by reducing flights, etc, to maximize revenue per flight, thus creating demand for themselves. A hotel has the same number of rooms 365 days (366 in leap year) per year. Every room unoccupied each day is a lost revenue opportunity. We can't reduce the size of the hotel to create demand. We can't reduce services to make up for the lack of revenue. We are in the business of ensuring that a satisfied guest leaves, and will return, and will recommend us to others. A dissatisfied guest not only costs us the revenue we may have had to refund on the stay, but immeasurable lost revenue by way of word of mouth.

 

Essentially, you do have a choice of airlines. But in the end, there is a finite number of seats going on the trip you're planning. Whether you choose to fly because of their policy or not, they will fill the seat most likely.

Ironically, there have been situations where a large family has been given an additional room for free. :lol: I'm in the business of guest satisfaction. And at times, you give away what you could technically charge for.

 

I understand this. And, if there was a situation where the airline had an extra seat available (that, in theory, they could charge for) and they "give" it away to an overweight person who fills more than one seat...then they (like you) have that option.

 

However, using your illustration, if you were booked full and had no extra rooms, would you ever give a large family the key to someone else's room so that they could put family members there? Because to me, that's the situation presented here. There was no extra room, (either for the overweight guy, or the guy who's seat was infringed upon). Yes, you may satisfy the guest with the large family...but, I'm guessing the guest who's room you just opened up, is going to be anything but satisfied.