hen the customer used the major airline company, there is a mutual consent that this airline is reliable and their service meets to the customer's eye level.
I disagree. When I use a major airline - or any other kind of airline - my only thought is, "oh dear god, please don't let them screw me TOO much - and please let me get an exit row seat". Of course, I count on being jerked around anyway.
I've flown on Delta, American, Continental, British Airways, Qantas, Northwest Airlines, Egypt Air, Aeroflot, Air Kenya, Alaska, and some others. I see no real difference among them - with the possible exception that Aeroflot is the most likely to jerk you around and that Air Kenya had the best food I've ever had on an airline. Other than that, they're all basically the same as far as I am concerned. The name of the airline doesn't do much for me, either way. My expectations are always pretty low.
Frankly, even though I have never had a checked bag lost, whenever all of my bags arrive when and where they are supposed to, I'm always amazed. That's how much faith I have in the reliability of their customer service and product in general.
When you book, don't you care about the ariline company name?
Absolutely not. It does not matter to me in the slightest. I care about price. After that, I care about policies (which have an impact on price).
I view airline travel as a commodity. I think most people are the same way. That's why all these soft fuzzy commercials about "how wonderful we are" are such a joke. I don't care who you are. I care about the cost of the seat, how much leg room I have, how many bags I can check, and how much you're going to jerk me around in the course of doing business with you (i.e. extra pricing for exit rows, aisle seats, more leg room, a second checked bag, assigned seat, on-line check-in, change fees and other such things.).