Category Archives: airlines

Efficiency vs. Effectiveness

Posted on September 1, 2011 by

CNN had an interesting article online today, “What’s the quickest way to board a plane?” Given that I fly a lot, I thought I’d give it a read. Turns out an astrophysicist had looked at the problem and found a … Continue reading →

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Now that’s customer-centric

Posted on July 21, 2011 by

As airports renovate they are trying to find novel ways to offer added value for their traveler. San Jose Airport’s new Terminal B has seat power in many of the waiting area seats at the gate. No need to look around … Continue reading →

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Wow

Posted on February 3, 2011 by

Sometimes the airlines just blow me away … in a good way. I am in DC, got here last night, went to dinner with my Uncle and got a call from Continental Airlines to tell me that my flight today … Continue reading →

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Do I detect a pattern here?

Posted on October 18, 2010 by

Last year I posted a story about a You Tube video being used to get an airline’s attention. In that case, United Airlines agreed to work with Dave Carrol’s video as a “training experience” for their employees. Today, CNN reported about Johnnie … Continue reading →

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Power to the (front-line) people

Posted on September 10, 2010 by

Most experts on customer service agree that empowering the front-line people to effectively deal with most of the issues that arise with customers is a key to loyal customers. Providing the training and guidance to do that can be difficult, especially … Continue reading →

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Price, Service and Quality: Pick Two

Posted on September 1, 2010 by

  The idea that you can have only two of the choices between price, service and quality has been an oft-quoted aphorism for decades. It has allowed some companies to justify their inability to compete. Or has been the basis of … Continue reading →

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Lean thinking applied to airports

Posted on August 6, 2010 by

Two of our favorite subjects (airports and lean thinking) were combined in a blog post entitled, Saying Goodbye To Long Waits At The Airport. While not all long waits are solved, one of the key ones, being #23 for take-off … Continue reading →

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Free markets or…

Posted on April 15, 2010 by

Fair warning, this post is likely to end up with some politics involved. Last week I posted about Spirit Airlines starting to charge for carry-on bags that go in the overhead bin. I pointed out that while controversial, this approach … Continue reading →

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To bundle or unbundle: that is the question

Posted on April 7, 2010 by

Spirit Airlines announced yesterday they are going to charge for carry-on bags. Horrors, is nothing sacred? At first glance this approach might seem harsh. Or mercenary, or stupid. On further observation, maybe not. The goal of most air travelers is … Continue reading →

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The dichotomy of the airlines

Posted on January 18, 2010 by

Maybe it’s schizoprhenia, who knows. I was getting ready to leave to go to the airport to catch my American Airlines flight to St. Louis when I get a call from a live person telling me the flight has been … Continue reading →

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