Monday, August 13, 2007

Expecting The Worst

Ten days ago the pilot of a Southwest Airlines flight from Las Vegas to Orlando, Florida. announced that the disruptive behaviour exhibited in the terminal would not be tolerated and that passengers who could not behave should get off the plane....

It's a pretty damning indictment of how bad things have got that he needed " to address passengers like fourth-graders on a field trip," as one newspaper put it. The delays, the cancellations and the general state of the industry has never been worse. The old saying about managing people's expectations no longer even applies. People are expecting the worst and somehow or another it seems to be worse still.

1 comment:

vking_1 said...

Rather have the pilot tell folks now than have to divert to put them off the plane...but a few arrests of the hooligan types would be welcome by the rest of us!