They're less on time, they're losing bags at a rate they've never done before, and people are complaining again.
More Quotes from Dean Headley:
We're only growing the system now. Unless we fix a few things, we'll probably continue to have poorer and poorer performances as the years go by.Dean Headley
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.
Dean Headley
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.
Dean Headley
They might even go back to this idea of having people pay more if they carry a little extra weight on their body.
Dean Headley
We found that this year, for the second year in a row, airline quality as a whole has gone down across the industry.
Dean Headley
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