American Airlines turns a bad situation into a positive one

In business and in life, it’s not necessarily what things happen, but instead how you react to them. This goes for people as well as companies.

Last week I was on an American Airlines flight from Denver to Chicago. I was wiped out after a 5 day business conference in Colorado Springs, and I was hoping to get home on time so that I could kiss my kids goodnight.

The first sign that something was wrong was when I received the text message alert that the flight was 30 minutes late. By the time I checked in (2 hours before the flight), the delay had already reached 1 hour. After a quick lunch, I planted myself in a cubicle at


3 Responses to “American Airlines turns a bad situation into a positive one”

  1. […] The moral of these customer service stories is simple: Where there is a crisis, there is an opportunity – you just have to make sure the people you hire know HOW to turn a bad experience into a good or great one. We’ll talk about how to do this in future blog posts. [i]… […]

  2. […] was going to Chicago from the same iMedia Summit. You can read about his experience here. His American Airlines flight was delayed 5 hours. We were in the same boat. He “didn’t […]

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