Ben, come on. You know enough about this business to know it is not “too late to save American”.
Nowhere in that list is Labor, which is a giant area of required improvement, especially front-line facing employees. If he’s bundling inflight service (surly, angry flight attendants who don’t give a rat’s patootie) into “Customer Experience” then he’s not fully appreciating…
Nowhere in that list is Labor, which is a giant area of required improvement, especially front-line facing employees. If he’s bundling inflight service (surly, angry flight attendants who don’t give a rat’s patootie) into “Customer Experience” then he’s not fully appreciating the scope of his job and the size of the challenge he’s facing. Labor needs to have its own pie slice, perhaps even two.
A great solo travel tip spotted this week on One Mile at a Time.
