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Heuristocrat
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We've all had bad experiences with airlines but in the past few months I've noticed *far* more horror stories from friends about United. That was before I saw this story and the many comments.
It's a dismal situation and I wonder what, if anything can fix it. United summarily canceled by 100K or so accumulated miles years ago because they "expired" so I haven't flown them in over a decade.
I think this is another example of where letting capitalists/stock price dictate everything the end result is some well fed lawyers and accountants walking away from a hollowed out remains of a real organization.
As the author points out SouthWest, Virgin, JetBlue and a daresay even Air France do a pretty good job of understanding that they are there to provide a service.
United Airlines Lost My Friend's 10 Year Old Daughter And Didn't Care
My colleague Huggy Rao and I have been reading and writing about something called "felt accountability" in our scaling book. We are arguing that a key difference between good and bad organizations is that, in the good ones, most everyone feels obligated and presses everyone else to do what is in...
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Aug 15, 2012
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