This article comments on the lengths to which arilines are going to understand individual customer's preferences. Not if they would only get the fact that we want service, more legroom, and on-time performance, maybe we'd be getting somehwere! Customer Relations Management is the new thing, and I am sure it has a place, but like most things meant to understand us, it borders, in my opinion, on an invasion of privacy.
PS: I like my Manhattan up and stirred, a lie-flat bed, 100 volt plug at the seat, and my Chateubriand carved table-side, if they're mining my data
All of us complain about things like legroom. But let's face it, most of us are lying about it. We can say all we want that legroom, seat width, etc. are important to us. But when we go to buy a ticket it's price, price, price. When an airline decides to try to cut costs per seat by wedging in more seats, we vote with our wallets that it's a good idea.
And while you and I may not have been the ones who voted with our wallets to go with smaller seats, enough people did to make the decision for the airlines.
We still have a choice.
An economy R/T to Bangkok (my most common flight) on United is about $1,500 give or take. Economy Plus gives more legroom but not more width and costs a few hundred more. Business Class is $6,000. So I can pay for legroom, I can pay for legroom, width and a full recline, or I can save money.
If I vote to save money, I don't see as how I get to complain about legroom and width. It was my choice.