Here is an old quote from The Tactical Traveler from years ago (thanks to Joe Brancatelli for permission to use it):
Due to a series of management blunders, the operational performance of USAirways in 1999 was nothing less than atrocious. During some months, in fact, the airline canceled an average of 186 flights a day. Did the carrier's long-suffering customers notice? Absolutely, admits USAirways president Rakesh Gangwal. In fact, the airline's most profitable customers--full-fare business travelers--have taken their business elsewhere. Talking to security analysts last week, Gangwal reflected on the airline's inability to win back frequent travelers. "The biggest shortfall is in the walk-up customer," he said. "That customer has now found Continental and Delta to be a better option for them because of the misery we caused last year."
At least once upon a time, SOMEONE in charge got it. I am not saying they were able (or willing) to do anything about it, but they understood the ramifications of a poor operation. The first step in solving a problem is realizing you have one.
Amazing how history repeats itself though.......
My best to you all........
Due to a series of management blunders, the operational performance of USAirways in 1999 was nothing less than atrocious. During some months, in fact, the airline canceled an average of 186 flights a day. Did the carrier's long-suffering customers notice? Absolutely, admits USAirways president Rakesh Gangwal. In fact, the airline's most profitable customers--full-fare business travelers--have taken their business elsewhere. Talking to security analysts last week, Gangwal reflected on the airline's inability to win back frequent travelers. "The biggest shortfall is in the walk-up customer," he said. "That customer has now found Continental and Delta to be a better option for them because of the misery we caused last year."
At least once upon a time, SOMEONE in charge got it. I am not saying they were able (or willing) to do anything about it, but they understood the ramifications of a poor operation. The first step in solving a problem is realizing you have one.
Amazing how history repeats itself though.......
My best to you all........