The Cure for Churn is Overbooking
Avoiding revenue loss — and viral moments at the gate — is a challenge for our new no-fee normal
When I wrote over the weekend that Delta Air Lines is concerned about churn caused by its no-change fee policies, I asked whether carriers might adopt a less generous approach to prevent revenue loss. But many readers told me U.S. airlines are embracing a simpler solution.
It's overbooking. About five years ago, many U.S. airlines promised t…