What are you selling?

Seems like I always suffer some kind of pain when travelling. Yesterday I had to go to Edinburgh for the day, so an early start for a quick 50-min flight to Edinburgh.

We were slightly late taking off, but no great shakes, and made the meeting.

Coming back, we were held on the tarmac at Edinburgh because London was busy. Held on the tarmac for 1hr 20mins (so almost double the length of the actual flight). Of course upon arrival at Heathrow, there was much circling and finally a 15 minute wait for 'the stand to become clear'. So in percentage terms, a disastrous delay.

This was capped with being accidentally served a complimentary meal (I was in the back row of business class as the plane was full) and ended up listening to the stewardesses debate whether or not I'd started eating and whether they could ask for the food back. Strangely they didn't seem to understand that I could hear them. Anyway, they let me keep the meal, but as I'd 'been rumbled' I'd have to pay for a drink.

So this experience is only surprising in that it doesn't surprise me. Attempting any flight into Heathrow is always horrendous.

I'm reminded of a recent Long Tail post: the promise of a free car.

The point here is that this guy recognises that he's not selling a car, he's selling a journey, and therefore that is where the perceived value of his proposition lies.

I read somewhere (but can't find the reference) a similar quote on the airline industry: some of the airlines believe they're in the business of flying planes.

That, gentle reader, is why I will never be anything but dissatisfied. Getting me there is really a bare minimum, rather than a positive experience.