ECONOMICS: Companies shouldnt’t change the Customer’s experience without very careful consideration

Friday, October 27, 2023

https://nypost.com/2023/10/18/delta-air-lines-backtracks-changes-to-its-skymiles-program-after-customer-revolt/

Delta Air Lines backtracks changes to its SkyMiles program after customer revolt
By Associated Press 
Published Oct. 18, 2023, 6:36 p.m. ET    

*** begin quote ***

Henry Harteveldt, a travel analyst at Atmosphere Research Group, said some SkyMiles members will still be unhappy about Delta moving to an entirely spending-based program, and will view even the reduced requirements as too rich.

“I don’t think these concessions are going to go far enough to placate the disgruntled Medallions,” he said. “Given the mercenary mindset that many travelers have, they will fly other airlines and not look back.”

Less than two weeks after Delta announced the SkyMiles overhaul, Bastian announced that the Atlanta-based airline was taking another look at the matter. He said Delta “probably went too far” with the proposed changes.

*** end quote ***

File this under “If it’s not broke, don’t fix it”.

You’d think that a CEO, or more likely the CFO, would have an eagle’s eye focus on <synonym for the act of procreation> with the Customer experience!

Was anyone watching Bud Light’s self-inflicted suicide?

Customer reactions are in vogue now. People are saying ‘I’M AS MAD AS HELL, AND I’M NOT GOING TO TAKE THIS ANYMORE!’ 

Don’t do anything to disturb that nice steady cash flow.

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‘I’M AS MAD AS HELL, AND I’M NOT GOING TO TAKE THIS ANYMORE!’ I want you to get up right now, sit up, go to your windows, open them and stick your head out and yell – ‘I’m as mad as hell and I’m not going to take this anymore!’ Things have got to change. But first, you’ve gotta get mad!… You’ve got to say, ‘I’m as mad as hell, and I’m not going to take this anymore!’ Then we’ll figure out what to do about the depression and the inflation and the oil crisis. But first get up out of your chairs, open the window, stick your head out, and yell, and say it: [screaming at the top of his lungs] “I’M AS MAD AS HELL, AND I’M NOT GOING TO TAKE THIS ANYMORE!” — the character Howard Beale played by Peter Finch in the movie Network (1976) 

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INSPIRATIONAL: Making lenonaid from lemons

Wednesday, September 27, 2023

https://nypost.com/2023/09/21/my-90-minute-american-airlines-flight-turned-into-9-hour-hell/

 My 90-minute American Airlines flight turned into a 9-hour hell — but a miracle happened

By Jane Herz 

Published Sep. 21, 2023, 9:27 a.m. ET

*** begin quote ***

American Airlines flight 5085 was scheduled to depart at 4:30 p.m. on Sept. 18. But when Conley looked at his phone and saw that the time was 6:30 p.m. — about a half hour after the plane was originally supposed to land at Dallas Fort Worth International Airport (DFW) — he knew something was awry.

That’s when the pilot told passengers that the plane was diverted to a small airport in Wichita Falls, Texas, due to a severe impending storm, as DFW was not allowing landings or takeoffs.

Rather than disembarking upon landing at 6:45 p.m. at Wichita Falls Regional Airport, Conley and his fellow passengers got stuck on the tarmac for over two hours because airport employees weren’t allowed outside due to the lightning.

But what should have been the flight from hell was really something that turned into a beautiful, human experience, Conley, 38, said.

*** and ***

The man Conley was sitting next to, Joshua Chandler, even put on a pretend duck tour for the young kids, as he had been on one earlier that day, blowing the yellow duck whistle around his neck.

*** end quote ***

What a great inspirational story.  We hear all about the “Karens” and “Kens”, drunken idiots, or some “un housebroken” slobs on planes.  But we rarely hear of the times that humans all come together under duress and make the best of some unfortunate coincidences.

I’d like to think that I could be like them  — charitable, kind, and considerate of my neighbors.

And, BTW, where does one go for a “duck tour” and why. Laugh!

Of course, I’ll never ever fly into, out of, or through DFW.  One thunderstorm ride there back in the 70’s was enough for me. (And that’s where IBM lost its PC team when Esteridge’s place went down. All the corporate travel departments created the “only a few employees on any one flight” rule as few weeks later. So sad.)

Great story of humanity’s possibilities.

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INTERESTING: ‘a bit like negotiating one’s way up a badger’s a***’

Wednesday, November 9, 2016

http://www.dailymail.co.uk/travel/travel_news/article-3901732/Would-want-pilot-tell-plane-crash-Aviation-experts-reveal-passengers-NOT-informed.html

Would you want a pilot to tell you if the plane was about to crash? Aviation experts reveal why passengers are NOT always informed 

  • Pilots and aviation safety experts discussed the topic on an online forum
  • Sometimes there isn’t time for crew to disclose an impending disaster 
  • Passengers also came forward with their own stories of near-crashes 

By ANNABEL FENWICK ELLIOTT FOR MAILONLINE
PUBLISHED: 10:48 EDT, 3 November 2016 | UPDATED: 12:26 EDT, 3 November 2016

*** begin quote ***

After flying through a plume of volcanic ash dispersed from a recent eruption, Captain Eric Moody said: ‘Ladies and gentlemen, this is your captain speaking. ‘We have a small problem. All four engines have stopped. We are doing our damnedest to get them going again. I trust you are not in too much distress.’

Fortunately, this story had a happy ending and everyone survived, though Captain Moody later described the experience as being ‘a bit like negotiating one’s way up a badger’s a***’. 

*** end quote ***

Interesting question?

I think I’d like to know.

Say a prayer and watch my life flash!

Otherwise, I might waste those last minutes worrying about the future.

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