american airlines | James D. Feldman, CSP, CITE, CPIM Shift Happens!®

Frequent Flyer Fiasco

by Feldman, CSP, CITE, CPIM, CPT, PCS | Aug 15, 2013 | Change Management, Customer Service, Innovative Problem Solving, Travel

The federal government woke up yesterday to block the merger of American and US Airways. The time for the objection should have been five or six years ago when all of the airline mergers started. Who benefits from the merger? Certainly not passengers. All it does is...

Plane Truth: How you think is everything

by Feldman, CSP, CITE, CPIM, CPT, PCS | Feb 19, 2013 | Customer Service, Innovative Problem Solving

The ‘plane truth’ is that the merger of American and US Airways will be the biggest airline in the world. Problem is not its size but its ability to gather information, find uses for existing resources, and retain passenger loyalty. American and US Airways must look...