I had an opportunity to spend time with one of our airline partners yesterday discussing United's announcement that they are updating all of their international business class cabins.  I knew that this is not a decision to be taken lightly - load factor, what you can get for a ticket, etc - all come into play as you might expect.

What I didn't know was the extent to which an airline does usability testing before deciding what type of changes to make.  Perhaps this partner is unique, but they told me that they actively seek out customer input, do mock-ups, and test.  Just like we do when we build product.  Needless to say I offered to participate in future studies.

And speaking of cabins nearly every airline here has a model cabin on the floor.  I was on the floor this morning before the show opened and took an opportunity to try a few out.  It became clear pretty quickly who makes the investment in gathering passenger input and who doesn't.   

-Stan Sorensen, VP Marketing, Expedia Corporate Travel