Flying in the Face of a Disturbing Trend: Gain Competitive Advantage by Doing More!
I’ve been thinking about how bad air travel has become, prompted by this recent story in USA TODAY (http://usat.ly/1tiHNgn) by Christopher Elliot. Poor customer service is a prevailing and longstanding complaint of many travelers. Yet air carriers not only seem tone deaf to those concerns; they are compounding things by trying to maximize revenue through […]