Is passenger “entitlement” the fault of Baby Boomers?
Today’s “Millennial” generation presents unique challenges for employers. David Burns discusses how airline management may be causing a similar sense of entitlement among passengers.
5 more airline passenger types
A couple of weeks ago, I wrote a column on ten types of airline passengers and asked readers to come up with some of their own. Did they ever.
4 free things that airlines could do to improve flying
In an era of decreasing services and increasing fees, flying has become an increasingly stressful and unpleasant experience. But it doesn’t have to be that way. After a long Labor Day weekend spent in the air, I’ve identified four free things airlines can do to help their customers.
10 types of airline passengers — which one are you?
We hear a lot about the various types of airline employees – the surly, the chatty, the one who refuses to make eye contact, the one who incessantly pecks at the computer keyboard, and even the friendly.
United Airlines upgrades its apologies for elite-level passengers
Even the worst airlines treat their best customers better than most. Case in point: Global Services members on United Airlines.
Grass roots movements are thriving in the travel industry too
The last place one might think of finding a grassroots movement is in the airline business. That’s just plain wrong. A “grassroots” effort is one that is driven by constituents in a homegrown and spontaneous way. Use Google to search for examples of these movements. There’s quite an array. David Burns takes a closer look.
5 free ways airlines could improve their customer service now
During my years as part of the management team of a major airline’s customer relations office, I always taught my staff what I called the “brussels sprouts” theory. Here’s what that means — and how Ritz-Carlton hotels can teach the airlines a thing or two about service.
Gate agents: the biggest victims of airline cutbacks?
Like Internal Revenue Service agents and Department of Motor vehicle employees, everyone loves to hate airline gate agents. That now includes their bosses.
Passenger bill of rights squashed
The innovative passenger rights law passed by New York is preempted by a 1978 U.S. statute that relaxed federal regulation of the airline industry. The federal appeals court ruled that allowing individual states to make laws would create a patchwork of laws that should fall under a nationwide federal rule.