We found that this year, for the second year in a row, airline quality as a whole has gone down across the industry.
More Quotes from 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
They're less on time, they're losing bags at a rate they've never done before, and people are complaining again.
Dean Headley
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.
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
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
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I became an optimist when I discovered that I wasn't going to win any more games by being anything else.
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The main force used in the evolving world of humanity has hitherto been applied in the form of war.
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