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Air NZ boss to United: Don't waste a good crisisAir New Zealand chief executive Christopher Luxon says United Airlines ''shouldn't waste a good crisis'' created when a passenger was dragged from an overbooked plane. He said the US airline's ''abysmal failure'' to handle the situation was a great opportunity to completely turn around its culture. ''When you see big failures in customer service like that, it is really linked to the failure of a development of a culture over 20 or 30… (www.nzherald.co.nz) More...
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With good training and guidance, let the front line agents handle events with the knowledge that management will back them up. Read the Tom Davis story of how he started an airline - Piedmont - and began a culture of training and trusting the front line employees. Then look at what the employees gave him - one of the best run airlines in history with both on-time and customer service excellence. Hire good people, train them well, trust them, back them up - and let them handle the situations. It's a good working environment for everyone - especially the customer.
Good ole Piedmont one of the best small airlines ever. My first flight was on Piedmont in an FH-27
Flew Piedmont several times. For the price of fares, staff etc, Best air carrier of its time
Loved to fly the old Piedmont.
As a former UA executive, I have to agree with Chris Luxon's comment that the Dao case was a symptom of a broken culture that dates back to the management of Wolfe and Pope. For the sake of safety, an airline has to have strict procedures and rules but UA has never rewarded its people for using common sense and using judgement in a situation outside of normal parameters. Empowerment is a powerful tool in building an effective workforce and I look to AL, VX and WN as examples of how successful this can be.
Let's remember that the "United" flight in question was actually operated by Republic Airlines and the crew that was being accommodated was a Republic crew. The primary connection to United in this case was the aircraft livery. Republic should have used reserve pilots to get to fill in if their crew could not get there. It is amazing that the Republic brand has hardly been mentioned. If I ran United, I would hold Republic responsible for this fiasco.