Originally Posted by
Less Hair
He is a paying passenger not a recruit in boot camp. This used to be a services industry. Where did all the customer orientation go to? Is this really what operational excellence means?
I think a credible reboot is needed know. Nobody will wait until end of april.
It's an industry that has got the idea in its head that customers only care about low prices, therefore they prioritize cost cutting above everything, customer service included. Overbooking, shipping your deadheading crew as cheaply as possible, limit amount to offer to pax for off-loading, or whatever else, is just a result of this mantra - Be as efficient as possible. It's a dangerous game to play - a race to the bottom. But dark things lie in the bottom of this pit. Things that should keep every CEO up at night.