Posts Tagged ‘Airlines’

American Airlines turns a bad situation into a positive one

Tuesday, June 16th, 2009

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

United Airlines has reached a new low in customer service

Wednesday, December 17th, 2008

Yes… As much as I can’t stand United Airlines, I recently flew them again.

My mother-in-law passed away a couple of weeks ago, and we flew out the next day from Chicago to Boston for the funeral. Even though American Airlines (my preference) and United Airlines were the same price, my father in-law had vouchers for United Airlines, so they won.

There was the usual get on the plane, wait, get off the plane, wait, get back on the plane, go the end of the runway, wait some more. This is not what got under my skin though.

It was a horrible week anyway, with the passing of my mother in-law. To make matters worse, my father in-law caught a stomach bug the morning we were flying back. The flight was about 2/3 full. United charges extra for the “preferred” seats like exit rows, etc… My father in-law was the last person on the plane, and they closed the door behind him. As he got to the exit row, he noticed that there were plenty of open exit row seats. He sat down and was quickly told by the flight attendant that those were only for people who paid extra. My wife explained that her mom had just passed away and that my father in-law also wasn’t feeling well and asked

Northwest Airlines Doesn’t Care

Wednesday, September 5th, 2007

I’m sure that there are still some good employees left at Northwest Airlines, but the ongoing labor battles seem to have taken a toll on the morale and attitudes of the their flight attendants.