The dichotomy of the airlines

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 delayed about an hour and forty-five minutes. Wow, not even a robo-call, but a live person who talks to me. I’m stunned.

I’m sure when I get to the airport the gate agents will remind me by their actions that if it weren’t for passengers they could fly on time; and flight attendants who are there for my safety (which I hope I will never need); and baggage handlers that seem to find ways to make it take longer than you can imagine to get your luggage.

But, then maybe I can remember the guy who called me to save me some time. He was great.

Are you consistently providing the level of service your customers need, want and demand?


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