Are you using your white hair too?

photo credit: Alex E. Proimos In the days before 9/11, our local airport (Glacier International aka FCA) had a mix of mostly Boeing 737/727, prop and regional jet traffic. Since 9/11, most of our traffic other than flights to Minneapolis are regional jets or props. When I fly Delta to Salt Lake, for example, I’m […]

A not so little reason why American Airlines loses millions

photo credit: typicalgenius While it would be easy to squeeze them off one by one, I won’t go into all the obvious reasons. This one is a bit more subtle but just as deadly to a company. The really poisonous thing is that attitudes like this come from the top down and they are CYA’d […]

Something special in the air

I have to say that I never expected a country-western song to be a guest post, but it is what it is. For the rest of the story about how United Airlines baggage handlers trashed Dave Carroll’s guitar and more importantly, their customer service and management mistakes afterwards, drop over to FastCompany.com. 4.5 million views […]

Selling the unsellable

photo credit: striatic Adelaide, a Charlotte ticket agent with Delta Airlines, had undoubtedly heard similar passenger comments hundreds if not thousands of times. “$15 a bag and $40 for two? What’s with that?” She handled it well, including laughing at the ( joking) speculation by other passengers that all the luggage fees go to her […]

Airlines: What’s more valuable than a customer?

photo credit: law_keven One of the things that is most frustrating and wonderful these days are… airlines. Why frustrating and wonderful? They teach us far more than how NOT to treat people. They teach us how not to make a fair number of business decisions. They teach us how not to empower our staff. They […]

Ignore customers at your peril

photo credit: WTL photos On a recent 737-based flight, I got to tinker with Delta Airlines’ updated seat back video system, which includes TV, movies, games, flight information and music. I was impressed when the first prompt that came up was for a language. Impressed because it showed that they were thinking about all of […]

Ryan Air cant even afford to flush?

photo credit: _sarchi So you’re probably sick of me talking about the fact that basing the success of your business solely on the ability to beat everyone else’s price is a mistake. Some would hold out Wal-Mart as an example that I’m dead wrong. Rhetorical question for those people: How many businesses *other than WalMart* […]

More on the expanse of mediocrity

As we discussed recently, all you have to do to find mediocre anything is jump on an airplane – with a few rare exceptions – to encounter the worst of everything, including your expectations. In today’s guest post, Chris talks about the culture of mediocrity that many of us have come to expect.

Earl Nightingale would be proud

In a regular air travel column in Conde Nast’s Portfolio called “2B” (referring to a first class seat, whatever that is these days), the column’s author talks about Southwest airlines non-standard (for the airline industry) behavior. Decades ago, Earl Nightingale said something along the lines of “If you enter a market and don’t know what […]

How to make a guarantee say “Buy me NOW”

Several months ago, we talked about businesses that could study the chaos going on at the airport – specifically in the security line – and create a business in short order. Of course, you could also reinvent your business by doing what Targus and other laptop case manufacturers are doing: Making a security-compatible laptop case […]