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Airlines bring back snacks, expand entertainment to boost customer experience

After a decade of pulling free snacks off flights airlines are bringing back goodies in a quest to boost the traveler's flying experience.

February 1, 2016

United Airlines and American Airlines are bringing back the in-flight snack as part of re-investing and shoring up services that took a bit of a hit during lean times in the industry.

Economy and coach customers on United flights will now have free breakfast snacks offered, as well as crackers and mini pretzel options. American, the top carrier in the U.S., is also pumping in more free in-flight entertainment options, according to a NBC News report.

Industry watchers view the food and entertainment moves as steps toward improving customer experience.

"What has changed is that the airlines have been able to fix our core business and be able to reinvest in our customers," Fernand Fernandez, American’s VP, global marketing, told the Associated Press. In a statement regarding the move, Fernandez said, "We are giving our customer more choices to enhance their personal flying experience by offering new service and new entertainment options in all cabins."

For American it's been over a decade since free goodies were doled out to economy passengers. The strategy has saved airlines millions.

American this month will hand out cookies and pretzels to passengers flying between New York and San Francisco or Los Angeles, according to NBC News, and expand the move to other domestic routes during the year. It will also start offering up to 40 movies, 300 music options and 60 TV programs for travelers.

"These are token investments in the passenger experience that will not cost airlines a lot of money but are small ways to make passengers a little bit happier," Henry Harteveldt, founder, Atmosphere Research Group, told NBC News.