American Airlines Should Take the Opportunity

April 12, 2008 at 4:30 pm 1 comment

American airlines stranded over 300,000 passengers over the past week.

At this point, what hotel compensation, free flight, or complimentary first class upgrade is going to solve the problem of people not trusting the airline?

Were I running American Airlines, the first thing I would do as a pro-active response to the crisis would be to identify what we can do to show that we actually care for them.  (This is different than just simply caring for their well-being.)  What can we do to show that our process and procedure is designed to meet the customer needs?  Do they just want a sorry?

No, the company can never give back the time that these people lost, but let’s find resources that we CAN replace and do so 100%.  Then go beyond that.

On the record, I do not think that American Airlines is going to be able to recover from this in the short term.  This company is going to succeed or fail based on the strategy they have in the next 30 days.


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1 Comment Add your own

  • 1. Lunch Admin.  |  April 14, 2008 at 2:47 pm

    Excellent photo for a much needed call-out on American Airlines.


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