Originally Posted by robsawatsky
I thought this comment was one of the most interesting. Creating a positive corporate reputation in the minds' of customers is tough; trying to do it when the reputation is starting from a negative position is even tougher. They've got to do stuff that is going to create word-of-mouth positive messages. With employees in a poor mood over layoffs and wage cuts, doing those positive things is going to be a challenge.
And yet how many of us know people who don't travel a lot, but make a point of booking on AC? Whether it's some vestige of patriotism, or the sense that AC is solid (despite being bankrupt) vs "those new carriers" like Westjet and Jetsgo, I don't know why. But it is something to build on.
It's interesting that WS loads fell when they tried to raise fares. Have they painted themselves into a corner, by so strongly identifying themselves as an LCC that people will not pay any kind of premium to fly them?
Regardless, it's 100% true that the front line will have to offer consistently great service, if a "new" AC is to survive. Fairly or not, there might be too much animosity towards Milton to allow hm to be the one to lead it.