## Airline Hard Product vs. Soft Product
In conversations about premium cabin airline experiences, the phrases “hard product” and “soft product” frequently come into play to characterize distinct facets of the service. Below is an explanation of these terms:
– **Hard Product**: This refers to any item that is physically secured to the aircraft and remains unchanged throughout flights. Instances include the seat, onboard shower, and the dimensions of the entertainment screen.
– **Soft Product**: This covers aspects that may differ from one flight to another, such as meals, beverages, service, amenity kits, and bedding.
The key difference is whether a feature is constant or subject to change across various flights.
### There’s a Gray Area in Defining These
Although the definitions of hard and soft products are largely accepted, certain elements of the passenger experience can obscure these distinctions. For example, a seatback entertainment screen is categorized as a hard product, while the software—encompassing entertainment choices and system responsiveness—might be viewed as a soft product due to its variability.
In the same vein, Wi-Fi infrastructure is a hard product, yet its efficacy, which can differ depending on the flight route, may be interpreted as a soft product.
## Bottom Line
In airline experiences, “hard product” pertains to fixed elements of the flight, while “soft product” pertains to those that are subject to change. There are instances where definitions could coincide, such as entertainment options and the quality of Wi-Fi. How would you define airline soft and hard products?