Originally Posted by
FlyingNone
Are we back to the negatives ?...."NO", "can't", "we don't..", "you can't". I'm head scratching.....the eight hour customer service class I went to this past Winter emphasized saying "yes, we can help you" and making negative problems into a a "win-win" situation. So if you look at something strictly as a business, in my opinion it reduces a lot of flexibility and freedom. Now I'm not saying flexibility and freedom to make changes, waivers, exceptions, give away the store, etc. should be unlimited but....?
Do you not remember Delta's "no waivers, no favors" period? And how well that worked for service levels and customer retention? I believe it ultimately led to the departure of their CEO. Smisek might read up on DL history before he doubles down on Operation Cheapout.