The Air Show What's wrong with American Airlines, part 2/x
Sep 26, 2025
The discussion dives into the significance of branding and product for airlines, contrasting it with operational metrics. There's a fascinating look at how the film 'Up in the Air' might have temporarily boosted American's image. The hosts critique recent advertising efforts, questioning their alignment with modern expectations. They also explore whether branding can succeed without operational changes and how frontline staff fatigue affects brand representation. Finally, they ponder if recent operational issues signal deeper, systemic troubles.
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Brand Is Intangible But Valuable
- Brand is intangible and hard to measure, but it shapes customer perception and willingness to pay.
- Brett warns brand is less quantifiable than fleet and network but still matters for revenue.
Up In The Air Helped American's Image
- Jon recalls Ryan Bingham from Up in the Air as a powerful brand ambassador for American Airlines.
- He says the film offered warm, measurable positive impressions that boosted the carrier's image at the time.
Operational Failures Damage Brand Long-Term
- Brett shares how United's 2000 operational meltdown created a brand opening American exploited.
- He uses his experience joining United in 2004 to show how brand damage can linger years after operations recover.
