Premchand Chandrasekharan, Partner at Avalon Consulting, shared his views on The Smart Business of ‘Free’ Upgrades in an article published in The Economic Times Wealth.
He highlighted that complimentary upgrades in airlines and hotels are not acts of generosity but carefully designed, data-driven strategies rooted in consumer psychology. By triggering a sense of reciprocity, such upgrades can significantly improve repeat purchases, brand advocacy, and long-term customer loyalty.
