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close video Former Spirit Airlines CEO on travel industry: ‘Everyone can step up their game’

Former Spirit Airlines CEO Ben Baldanza provides his outlook on the travel industry amid pilot shortages and outdated tech.

Airlines have gained record revenues over the last two quarters due to a combination of soaring demand, limited supply and surging airfares. Passengers, on the other hand, are far from satisfied, according to the J.D. Power 2023 North America Airline Satisfaction Study. 

Customer satisfaction with major airlines is down significantly for a second year in a row due in large part to airfare costs, according to the study, published Wednesday. 

Overall satisfaction dropped seven points from last year to 791 out of a 1,000-point scale. In 2022, passenger satisfaction dropped 22 points from 2021. 

SUMMER TRAVEL: FAA ACTIVATES MORE DIRECT ROUTES TO CUT DOWN ON DELAYS, ENHANCE SAFETY

According to the data, customer satisfaction for the airline costs and fees fell 17 points from last year. Meanwhile, satisfaction with cost and fees in the economy basic economy segment, in particular, went down even further, falling 19 points from a year ago, according to the study. 

An American Airlines aircraft makes its final approach to London’s Heathrow International Airport in England. (Nicolas Economou/NurPhoto via Getty Images / Getty Images)

In the end, this could damage a brand, Michael Taylor, travel intelligence lead at J.D. Power, warned. 

"If yield management were the only metric airlines needed to be successful in the long term, this would be a banner year for the industry because they are operating at peak economic efficiency," Taylor said. 

For instance, United Airlines reported in April that its total operating revenue during the first quarter grew by 51.1% compared to the same period in 2022 and total revenue per available seat mile grew by 22.5%.

Meanwhile, JetBlue generated its highest first-quarter revenue in history. During the first quarter, the company reported operating revenue of $2.3 billion, which is up 34.1% compared to the same period a year ago.  American also reported a record first-quarter revenue of $12.2 billion, a 37% increase year over year.

A Southwest Airlines jet arrives at Sky Harbor International Airport, Dec. 28, 2022, in Phoenix. (AP Photo/Matt York / AP Newsroom)

"From the customer perspective, however, that means planes are crowded, tickets are expensive and flight availability is constrained," Taylor said.

Although these aforementioned issues haven't hindered leisure travel demand just yet, "if this trend continues, travelers will reach a breaking point and some airline brands may be damaged," he added.  

UNITED ADDS MORE INTERNATIONAL ROUTES THIS SUMMER DUE TO STRONG DEMAND

According to recent data from travel app Hopper, trips to certain international destinations already cost more than $300 per ticket compared to last summer due to continued demand, higher jet fuel prices and lower capacity. That said, passengers will see some relief with domestic fares this summer which are only 6% higher compared to pre-pandemic times, according to Hopper.

A United 737-800 aircraft (United Airlines)

The study also measured passenger satisfaction with airline carriers in North America based on aircraft performance, baggage, boarding, check-in, cost and fees, flight crew, in-flight services and reservation. 

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For economy and basic economy, Southwest Airlines ranked the highest for the second year in a row, gaining a score of 827.

Southwest beat Delta Air Lines, which scored 801 and JetBlue Airways, at 800, despite its operational meltdown in December that led to nearly 17,000 canceled flights and displaced millions of passengers over the holidays.  

For premium economy, Delta ranked the highest followed by JetBlue Airways and Alaska Airlines. For first class and business, JetBlue Airways came in at number one. Delta ranked second and United was right behind at third.  

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Business

DeepSeek: US tech stocks tumble on fears of cheaper Chinese AI

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DeepSeek: US tech stocks tumble on fears of cheaper Chinese AI

US tech firms exposed to big artificial intelligence (AI) investments are seeing their shares take a hammering over the emergence of a low-cost Chinese competitor.

The likes of Nvidia, Meta Platforms, Microsoft, and Alphabet all saw their stocks come under pressure as investors questioned whether their share prices, already widely viewed as overblown following an AI-led frenzy, were justified.

Some market analysts put the combined losses in market value, across US tech, at more than $1trn (£802bn).

Money latest: Cost of European holidays surge

Leading AI chipmaker Nvidia’s shares bled 11% in early Wall Street dealing alone, while the tech-focused Nasdaq slid by more than 3%.

The declines were all put down to the emergence late last week of a Chinese AI chatbot that uses lower-cost chips.

Start-up DeepSeek launched a free assistant that, it said, uses less data at a fraction of the cost of incumbent players’ own large language assistants.

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Brian Jacobsen, chief economist at Annex Wealth Management, said the claims had placed in doubt the market’s AI-led dominance of the past two years that have seen AI-linked stocks repeatedly hit new highs.

DeepSeek launched a free assistant it says uses less data at a fraction of the cost of the major players in the industry
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DeepSeek launched a free assistant it says uses less data at a fraction of the cost. Pic: Reuters

He said of the repercussions: “It could mean less demand for chips, less need for a massive build-out of power production to fuel the models, and less need for large-scale data centres.

“However, it could also mean that AI becomes more accessible and help kickstart the development of a wide array of useful applications,” he added.

DeepSeek’s AI assistant is certainly proving popular, becoming the top-rated free application available on Apple’s App Store in the US after, overtaking ChatGPT.

It has even attracted praise from US rivals for the assistant’s performance, despite questions continuing to swirl over the 2023-founded company’s technological development.

It was achieved despite tech export controls, designed to protect US patents, imposed on China by president Joe Biden in 2021.

The share price movements will likely be of concern to his successor in the White House, Donald Trump, who has long accused Chinese firms of profiting from US technology.

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It also remains to be seen whether he will see the competition as aggressive towards US firms, having already indicated he is minded to allow Chinese-owned TikTok to escape a US ban but through shared ownership to help offset national security concerns.

Russ Mould, investment director at AJ Bell, said: “The US government – both under Donald Trump and previously under Joe Biden – have been trying to stop China from accessing Western technology.

“That strategy might have backfired as it looks to have encouraged China to ramp up efforts to build its own technology and we’re now seeing evidence that the country is making waves.”

Market experts said AI customers could ultimately benefit from a share price bounce once the market settled due to improved competition bringing down prices.

Away from the United States, another company licking its wounds on Monday was SoftBank, the Japanese investment firm.

Its shares were 8% down on the day, erasing all the gains seen since last week when Mr Trump announced SoftBank was part of an investment of up to $500bn (£400bn) in US AI infrastructure.

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Politics

Crypto could justifiably spend even more on lobbying

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Crypto could justifiably spend even more on lobbying

An uneasy feeling about the current volume of crypto political spending is understandable. If you believe in the mission, it’s the price of survival.

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UK

King warns of ‘dangerous re-emergence of antisemitism’ as he pays tribute to Holocaust survivors

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King warns of 'dangerous re-emergence of antisemitism' as he pays tribute to Holocaust survivors

The King has warned of the “dangerous re-emergence of antisemitism” and met with Holocaust survivors on the 80th anniversary of the liberation of Auschwitz.

During a visit to the Jewish Community Centre of Krakow – which he opened in 2008 – King Charles said Holocaust Memorial Day “is a moment when we recall the depths to which humanity can sink when evil is allowed to flourish”.

The King then joined survivors and other dignitaries at Auschwitz, marking the first time that a serving British monarch has visited the concentration camp where more than a million people were murdered at the hands of the Nazi regime.

Pic: Reuters
Image:
Pic: Reuters

Before he laid a candle as the UK’s representative at the ceremony, three Holocaust survivors shared their stories, with Tova Friedman saying she felt it was “normal” that “as a Jewish child they all had to die”.

Janina Iwanska also said: “It is difficult to calculate all the people killed here.”

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Survivors recount Auschwitz horrors

Pic: PA
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Pic: PA

Kate, the Princess of Wales, will also join Prince William at a Holocaust commemoration ceremony in London later on Monday.

The royals will pay their respects alongside Sir Keir Starmer and hear survivors and campaigners speak.

King Charles III arrives at Krakow Airport, in Balice, Poland, to attend commemorations at Auschwitz-Birkenau, marking 80 years since the liberation of the concentration camp. Picture date: Monday January 27, 2025.
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King Charles arriving at Krakow Airport, in Balice, Poland. Pic: PA

‘Remembering the evils of the past remains vital’

Speaking in Krakow earlier on Monday, the King said: “In a world that remains full of turmoil and strife, and has witnessed the dangerous re-emergence of antisemitism, there can be no more important message.

“As the number of Holocaust survivors regrettably diminishes with the passage of time, the responsibility of remembrance rests far heavier on our shoulders and on those of generations yet unborn.

“The act of remembering the evils of the past remains a vital task, and in so doing, we inform our present and shape our future.

“Here in Krakow, from the ashes of the Holocaust, the Jewish community has been reborn.”

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King’s poignant journey to Auschwitz a display of his lifelong commitment to Holocaust survivors

The King had a clear purpose as he made his first visit to Auschwitz.

Remembrance – but also the high cost of forgetting.

It was right at the heart of a speech he gave at a Jewish community centre in Krakow, which he opened in 2008; a reminder of his enduring work to champion religious tolerance and interfaith dialogue, ever mindful of what he can do with his global profile.

In the auditorium at Auschwitz, he was one of the most recognisable attendees. But as is so often the case with the Royal Family, his intention was to use his presence to draw even greater attention to those who really matter, the survivors.

The Holocaust Educational Trust described his attendance as elevating the event on a global stage, a signal to the world of its significance.

It was a display of his lifelong commitment to humanise and give a voice to those who 80 years ago were so savagely dehumanised at the hands of the Nazis.

The King went on to say there is “no greater symbol” of that rebirth than the centre he was speaking at.

“In a post-Holocaust world, projects such as this, this centre, is how we recover our faith in humanity,” he said.

“They also show us there is much work still to be done,” he said, adding that it’s important not just to remember the past, “but to use it to inspire us to build a kinder and more compassionate world for future generations”.

“This remains the sacred task of us all,” he added.

Later, the King joined world leaders like Ukrainian President Volodymyr Zelenskyy at Auschwitz, as those who lived through the Holocaust shared their stories of survival.

Pic: Reuters
Image:
Pic: Reuters

‘I remember watching children driven to their deaths’

Survivor Janina Iwanska said that while the camp was originally for political prisoners, in March 1942, “the operators of the camp started building gas chambers and the crematorium”.

“It was no longer a POW camp, a Soviet camp – this is when the killing machine started its operation,” she added.

“It is difficult to calculate all the people killed here.”

Fellow survivor Tova Friedman also told those in attendance: “I remember as a five-year-old child watching from my hiding place as all my little friends were rounded up and driven to their deaths while the heartbreaking cries of their parents fell on deaf ears.

“After all the children were gone and the courtyard was empty – I thought ‘am I the only Jewish child left in the world?'”

She recalled that while held in Auschwitz, she “was being beaten mercilessly by a guard for fidgeting” after “not being able to stand still for hours,” as she looked into her mother’s eyes.

“She was pleading with me ‘don’t cry’. And I didn’t. At five I had the rebellion in me that I would not let them know the pain they are inflicting on me,” Ms Friedman added.

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Holocaust survivor Tova Friedman: ‘Very few of us are left’

More than a million people were murdered at the Auschwitz-Birkenau death camp during the Second World War, most of whom were Jews but also Poles, Roma, Soviet prisoners of war and other nationalities.

Six million Jewish men, women and children died during the Holocaust.

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‘I lost 41 members of my family’

Commemorations at the former death camp began earlier when Poland’s President Andrzej Duda joined Auschwitz survivors laying wreaths and candles at the site.

Their tributes were left at a reconstruction of the Death Wall, the site where several thousand people, mainly Polish political prisoners, were executed.

In a speech, Mr Duda said “we Poles are the guardians of memory today” and had a duty to maintain the life stories of the survivors.

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