Too many businesses take their established market, or ‘home hub’ or existing customers for granted.
‘Price cutting’ or being more competitive for new customers or a market in which a business does not have a foothold or any likelihood of gaining market share, is common practice, not just in the airlines but many businesses in general.
Businesses reflecting this kind of practice lose focus, become arrogant & fail to deliver both on the ‘product front’ and ‘customer service’.
‘Exisitng customers then become ‘exiting customers’.
In the airline business, I wish Cathay Pacific would have London as its home hub.