Originally Posted by
yoganmahew
And this is the problem.
IT does fly planes (try flying one without a flight plan), serve passengers (booking and check-in, APIS, seat assignment), load baggage (load sheets - guess which bit of BA broke in the latest failure).
Check-in staff that can efficiently load a plane, ground staff that can safely load it, are an asset without intangibles like goodwill. Customer satisfaction with the travelling experience is related almost entirely to the staff they encounter.
I put it to you that an airline's staff are more important than planes, in this day of aircraft leasing, same with buildings, same with any piece of physical infrastructure; the only differentiator between one airline and another is the people who operate that airline.
If you do not understand the language of business, please refrain from commenting on it. Referring to IT as an overhead was a comment made in that context and is precisely correct, even if it does not fit with your (incorrect in that context) worldview.