A collection of Continental ads
This collection of ads, the Continental ones above and the old PanAm and United Airlines ads below focus on something that we seem to have lost in the airline business — customer service. When we look back at these ads below or even watch contemporary ads made for Continental, the last remaining airline to serve meals in coach on domestic routes, there is certainly a sense of once upon a time.
PanAm’s first jet flight film
This PanAm video from 1958 was created to show there new Boeing 707 jet service. Imagine that! No vibrations! Watching the service and the way we were makes one long for the days of yore when flawless customer service was what differentiated airlines.
Of course, these commercials were created in the days long before deregulation. There isn’t mention of price only great service. Come to think of it, airlines don’t really need to mention price these day since all prices are approximately the same. It would be nice if some of the old-time service made a comeback.
United Airlines ad circa 1982
Here is another vignette that focuses on service. United Airlines isn’t selling a bargain. They aren’t selling bigger seats. They aren’t enticing folk with frequent flier miles. Here, United is selling great service with a smile. Now there’s a dream.
Charlie Leocha is the President of Travelers United. He has been working in Washington, DC, for the past 14 years with Congress, the Department of Transportation, and industry stakeholders on travel issues. He was the first consumer representative to the Advisory Committee for Aviation Consumer Protections appointed by the Secretary of Transportation from 2012 through 2018.
