Truly amazing how the CEO changed his published opinion on this incident so quickly. Although this incident should never have happened maybe just maybe it will remind the airline industry that although they may have the legal right to do things that does not always make the decision the right decision.
Will certainly be interesting to see if the industry turns itself around and begins to treat all passengers with a little more empathy, dignity and respect on a go forward basis. Don’t know about others experiences, but as for myself, I have seen the industry get less accommodating and more self focused ever since 9/11.
Corp employees can be afraid to make on-the-spot decisions due to an overly rigid corp structure that penalizes someone who analyzes a given situation and makes an appropriate decision based on that, and common sense. If every approach was cookie-cutter what do you need a local manager for – just look at the “chart” for guidance.
The airlines should study McDonalds; they got quite rigid back in the 90’s (remember when they would not take your pmt until the food was prepared etc..?) They then became a more friendly, efficient place and really turned it around, making it a pleasant place to do business with.
They should also give the pro golfer $10,000 for breaking his Driver, 3 wood and Hybrid since they are the tools of his trade.
wat??
Sometimes I just love your username! :)
I hope it is a taxable award.
Truly amazing how the CEO changed his published opinion on this incident so quickly. Although this incident should never have happened maybe just maybe it will remind the airline industry that although they may have the legal right to do things that does not always make the decision the right decision.
Will certainly be interesting to see if the industry turns itself around and begins to treat all passengers with a little more empathy, dignity and respect on a go forward basis. Don’t know about others experiences, but as for myself, I have seen the industry get less accommodating and more self focused ever since 9/11.
Corp employees can be afraid to make on-the-spot decisions due to an overly rigid corp structure that penalizes someone who analyzes a given situation and makes an appropriate decision based on that, and common sense. If every approach was cookie-cutter what do you need a local manager for – just look at the “chart” for guidance.
The airlines should study McDonalds; they got quite rigid back in the 90’s (remember when they would not take your pmt until the food was prepared etc..?) They then became a more friendly, efficient place and really turned it around, making it a pleasant place to do business with.