Airlines Consulting Management 
Beyond Philosophy
JUNE 19, 2017
I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. At American Airlines, for example, incentive payments for top executives are now determined exclusively by income and cost savings. The checked baggage fees. The snacks we don’t get anymore.
Beyond Philosophy
MARCH 5, 2015
There have been many great stories in the past couple of months about airlines doing what was right by their Customers. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway. Southwest Airlines is a great Customer-centric airline with excellent employee engagement.
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Beyond Philosophy
MARCH 23, 2018
Forbes and her colleagues studied Department of Transportation records for 160 million commercial airline flights between 1990 and 2016. They looked at the flying times for comparable flights between the same cities on the same airlines and at the same time of year. Airlines are Managing Customer Expectations.
Beyond Philosophy
OCTOBER 22, 2015
Simply put, because then we can manage them in others when necessary. Let’s say there is a weather delay during the holiday season and you work at the airline that now has to inform passengers they aren’t going to make it to their destination. Maybe it’s a referral to another airline or car rental agency.
Beyond Philosophy
NOVEMBER 14, 2017
Richard Branson and Herb Kelleher never studied HR theory or staff management principles. Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. Michael Lowenstein, Ph.D.,
Beyond Philosophy
JULY 2, 2020
Delta is a large, successful airline that has been comfortable for some time now. Train employees in managing emotional experiences. How are you equipping your customer-facing teams with skills to manage customers’ emotional experiences? At times like these, organizations are willing to try new and scary things.
Beyond Philosophy
DECEMBER 6, 2019
When you’re having your regular management meetings, where are the Customer Experience and the customer stats listed on the schedule? In our Global Customer Experience Consultancy, we were doing some work with an airline. This airline didn’t call customers passengers. Where does the customer get put on your agenda?
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