United Airlines did the math wrong

Andy’s right. The short-term napkin math on those extra baggage charges by United Airlines will pale in comparison to the customers who will simply seek another airline for their traveling needs.

This doesn’t even count the soft cost of the scene about to unfold at airports across the country – angry travelers questioning ticket counter agents when they learn of this policy, public grumblings in the concourse in front of other travelers, etc.

Differentiation in the travel industry is increasingly defined by service and customer focus. Some airlines get it. Others obviously have some catching up to do.