In an era where price often drives purchase decisions, low-cost carriers (LCCs) seem to hold the advantage. But while they may win the booking, they don’t always win the relationship. And for full-service airlines, that’s the opportunity.
Legacy carriers can’t — and shouldn’t — try to out-discount LCCs. Instead, they can differentiate where it matters more: by offering a smarter, more personal, more responsive passenger experience that goes beyond the seat and turns flyers into loyal customers.
Passengers don’t choose low-cost carriers solely because they love bare-bones travel. They choose them because they feel the tradeoff is acceptable — especially when they assume the alternative is a one-size-fits-all premium experience at double the cost.
But what if full-service airlines could show that they see each passenger, understand what matters to them, and adjust accordingly — not just in the air, but across the entire journey?
When passengers feel known, seen, and supported, value perception shifts. And suddenly, the higher fare doesn’t feel like a markup. It feels like an upgrade.
Traditionally, premium has meant lounges, legroom, and linen napkins. But for many travelers today, premium means relevance: getting offers and assistance that match their actual needs, not their fare class.
Some passengers want speed and simplicity. Others value comfort, flexibility, or recognition. The challenge — and opportunity — for full-service airlines is to know who wants what and tailor the journey accordingly.
That means using customer data not just to market, but to serve:
A young solo traveler might value easy mobile boarding and personalized notifications, not just a business lounge.
A family might care less about seat pitch and more about being seated together and having stroller assistance at the gate.
A frequent flyer delayed by weather doesn’t need generic apologies — they need proactive rebooking and recognition of their loyalty.
In short: personalization isn’t a luxury. It’s a strategy to outcompete where LCCs can’t follow.
Low-cost carriers are built for scale and automation. When disruptions happen or needs arise, the default answer is self-service — or no service.
This is where traditional carriers can win decisively: by being present before a problem is noticed.
Notifying a connecting passenger of a gate change before they ask.
Offering an upgrade when a high-tier member is seated in a middle seat on a long-haul.
Proactively suggesting a better option when a family books two separate reservations.
These touches aren’t costly — but they are remembered. And they’re nearly impossible for LCCs to replicate at scale.
Ironically, many low-cost carrier passengers aren’t loyal. They’re price-loyal — a fragile and easily lost segment.
Traditional airlines have a wider runway to win these customers — not by mimicking LCC pricing, but by changing the experience equation.
That starts with:
Making customer data actionable at every touchpoint — from booking to boarding to post-travel.
Empowering frontline teams to act on insight, not just follow rules.
Designing journeys that flex to individual needs, rather than forcing passengers to fit the airline’s mold.
Price will always matter. But it’s not the only thing that matters. When a passenger sees that their airline remembers them, respects their time, and responds to their needs — before they even ask — that fare premium becomes a smart investment, not an unnecessary expense.
Legacy carriers have the tools, talent, and trust to offer more. The next step is to offer better — not generically, but personally.
Because in the end, passengers may book on price — but they stay for relevance.