http://blog.kitetail.com/2007/04/09/airline-technology-and-innovation-gap/ practical ideas on innovation and technology management Wed, 31 Aug 2011 07:18:38 +0000 hourly 1 http://wordpress.org/?v=3.1.3 http://blog.kitetail.com/2007/04/09/airline-technology-and-innovation-gap/comment-page-1/#comment-672 binnur Thu, 12 Apr 2007 18:14:26 +0000 http://blog.kitetail.com/2007/04/09/airline-technology-and-innovation-gap/#comment-672 What an adventure! Reminds me of the movie The Terminal with Tom Hanks. Fortunately these are all solvable problems, unfortunately customer service is no longer in the top priorities list for majority of the airlines. Maybe this is an early signal indicating changes in the wind for the airlines and the industry. In the mean time, we all need to pack extra clothes for those unexpected mechanical or weather related problems. What an adventure! Reminds me of the movie The Terminal with Tom Hanks. Fortunately these are all solvable problems, unfortunately customer service is no longer in the top priorities list for majority of the airlines. Maybe this is an early signal indicating changes in the wind for the airlines and the industry. In the mean time, we all need to pack extra clothes for those unexpected mechanical or weather related problems.

]]> http://blog.kitetail.com/2007/04/09/airline-technology-and-innovation-gap/comment-page-1/#comment-664 Rob Miller Wed, 11 Apr 2007 13:55:52 +0000 http://blog.kitetail.com/2007/04/09/airline-technology-and-innovation-gap/#comment-664 Welcome to the new world of airline customer service! A remember a recent report (no source) that indiciated service level has been in a slide for the last 3 years. Fewer planes, fewer staff, and more travelers. Great for margins, but not for service. I was in Tornoto last year when our flight was cancelled. They told us it would be 3+ days before they could get us home. We couldn't find any routes on any other airline either. We did find one seat available if we drove to Montreal, then flew Detroit, Atlanta, Salt Lake, Boise (there were two of us). We did get home a day later, flying standby, adding an extra city, and only with the help of the premier desk. Great encouragement not to fly. Welcome to the new world of airline customer service! A remember a recent report (no source) that indiciated service level has been in a slide for the last 3 years. Fewer planes, fewer staff, and more travelers. Great for margins, but not for service. I was in Tornoto last year when our flight was cancelled. They told us it would be 3+ days before they could get us home. We couldn’t find any routes on any other airline either. We did find one seat available if we drove to Montreal, then flew Detroit, Atlanta, Salt Lake, Boise (there were two of us). We did get home a day later, flying standby, adding an extra city, and only with the help of the premier desk. Great encouragement not to fly.

]]>