The crisis at major airlines has many facets. Airlines keep very few spare aircraft. Any major delay sets off cascading trouble. There’s a pilot shortage. When a crew is late, you can’t always just call someone else. The systems are fragile. One storm, one computer crash, one guy who won’t give up his seat. Then there’s the ultimate problem. How you deal with a problem can be its own problem.
P.R. people trust operational people to accurately report a problem. But they always play it down, even as passengers tweet the truth. Choice of words makes a difference. People ordered off a plane are not “volunteers.” Making someone take another flight is not “re-accommodating.”
Insults to passengers make life harder for airline employees.
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