United Airlines CEO Scott Kirby says his goal is not to stop flight attendants from apologizing to customers, but to build an airline so reliable and polished that they no longer need to apologize, an important distinction that many missed.
He explained:
Kirby wants to eliminate the broken seats, malfunctioning power outlets, unreliable Wi-Fi, catering shortages, delayed departures, and technological failures that force frontline employees to begin an interaction with an apology. That’s a laudable goal. He can start by ensuring that aircraft are properly deep cleaned…the lowest-hanging fruit.
A great solo travel tip spotted this week on Live and Let's Fly.
