hard · GMAT Verbal
An airline's customer-satisfaction ratings dropped significantly after it began charging for checked baggage. To restore ratings, the airline plans to provide free high-speed Wi-Fi to all passengers. Management assumes that the benefit of free Wi-Fi will outweigh the annoyance of baggage fees.
Which of the following, if true, most weakens this plan?
- Most of the airline's customers travel for leisure and prioritize low costs and baggage flexibility over in-flight internet connectivity.
- The cost of installing high-speed Wi-Fi equipment on every plane in the fleet far exceeds the revenue generated from baggage fees.
- The airline's on-time arrival rate, another key driver of overall satisfaction, has remained stable throughout this entire period.
- Passengers everywhere universally regard free in-flight Wi-Fi as the single most important amenity that any commercial airline can offer.
- Several competing airlines flying the same domestic routes have also begun charging passengers for each checked bag within the last six months.
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