Dean Headley
Dean Headley
Dean Warren Headleyis an English cricketer...
across airline found gone quality second year
We found that this year, for the second year in a row, airline quality as a whole has gone down across the industry.
airline baggage performed poorly question
Every airline performed more poorly in baggage handling. The big question is: why?
convenient driving hours market mind people three
People have already demonstrated that they don't mind driving that three hours and Southwest doesn't need to make this market any more convenient than it already is.
free gain revenue taking turning
One way to gain revenue is taking what was free and turning it into a revenue-generating part of the service.
five problems
We've got the same problems we had five years ago.
We would not have a low-fare carrier of any significance without that subsidy.
attitude employee point
You can't do that without making employee unrest part of that picture. At some point the attitude thing has got to play into this.
america cost customer determined domestic gotten holes likely lost management might savings west whatever
It's likely that the America West management has gotten a better feel for the holes in the merged company, and one of them is how it handles domestic reservations. They might have determined that whatever cost savings they're getting are being lost in customer dissatisfaction.
developed half
We are half way to anywhere. It's just unfortunate that the airports around us developed before we did.
bad continue few fix performance poorer unless
Our performance is about as bad as it was then. Unless we fix a few things, we're probably going to continue to have poorer and poorer performance.
carry extra might pay people weight
They might even go back to this idea of having people pay more if they carry a little extra weight on their body.
bags complaints-and-complaining less losing people rate
They're less on time, they're losing bags at a rate they've never done before, and people are complaining again.
basic la package switching taking ticket
They're charging you more for the basic ticket and then taking what used to be bundled in the package and switching it to a la carte. It's nuts.
ability airlines confidence consumers continue lose time worse
At a time when the airlines got worse, they all kind of got worse at the same rate. If we continue down this path, consumers will lose all confidence in the airlines' ability to perform.