Harlan Platt

Northeastern University economist Harlan Platt says the debate reminds him of taxis fighting the inevitable spread of Uber. But the new, better way of running an airline — Norwegian Air is finding ways to reduce costs by breaking the old model of basing an airline in one country, employing people there and hiring its crew […]

But industry-watchers aren’t impressed by its efforts. “American Airlines proves the adage that customers will only put up with so much rudeness and discourtesy before they respond,” says Harlan Platt, a finance professor at Northeastern University.

More passengers are beginning to think of themselves as prisoners of an airline rather than willing participants in a loyalty program. And more industry observers are seeing the toxic effects of these programs on a free market. “I believe there’s little question that the primary purpose of these programs is to put loyalty ahead of […]

Harlan Platt, a finance professor at Northeastern University, says that, from a customer-experience point of view, the Delta remodeling is largely “cosmetic.” “They fail to touch on the big three concerns of most passengers: legroom, access to bins, and fair prices and fees,” he says. “Like most oligopolistic industries, this is what we can expect […]

Harlan Platt, a finance professor at Northeastern University, says that, from a customer-experience point of view, the Delta remodeling is largely “cosmetic.” “They fail to touch on the big three concerns of most passengers: legroom, access to bins, and fair prices and fees,” he says. “Like most oligopolistic industries, this is what we can expect […]

Insincere offers aren’t confined to airline loyalty programs, although they can be among the worst offenders. Another class of disingenuous deal is the postcard that says you’ve won a “free” cruise or vacation. Check your mail, there’s probably one there now. “The catch is that you have to stay at a time-share facility and agree […]

Cell phone carriers are battling for your business by cutting prices, ditching contracts, and offering to pay your fee to switch. Act fast to lock in your savings. If you’re unhappy with your cell phone service—and really, who isn’t?—now might be a unique time to either renegotiate your contract or move to a new carrier. […]