Delta Did Something Truly Unthinkable. Its CEO’s Explanation Shows the Power of Creating Expectations

If you still had any question whether 2020 is a very strange year when the completely unexpected can quickly become “normal,” we now have this: Major airlines have started eliminating one of the most arbitrary, but profitable things about their business: the “change fee.” You know, the $200 (or more) they pocket whenever your plans change and you need to do the same with your flight.

Delta had already gotten rid of the fee for most of the year in response to the Covid-19 pandemic….

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