On giving people autonomy, the ability to think for themselves
“We are wanting people to feel like they are individuals, whether they are working for us or as customers. So that requires a number of things… a change to the training process, changes to the management process, and communication and everything else… We don’t have to be black or white like most airlines, we can be grey. I keep saying, we can walk and chew gum at the same time, and you do that by not giving a narrow definition to staff, you give them parameters by which they can flex to a certain degree, and that’s what we are doing.”