by James D. Feldman, CSP | May 2, 2013 | Change Management, Customer Service, Food, Food & Drink, Innovative Problem Solving, LESSONS
The airlines collected $1.7 billion in fees for the first half of the year. Now both United and American Airlines charge $200 to change an airline ticket. In some cases that is 50% or more of the price of the ticket. What are they thinking? Why not simply say, we...
by James D. Feldman, CSP | Nov 29, 2011 | Customer Service
Today American Airlines filed for bankruptcy. There is a huge difference between former airline bankruptcies and American because they have liquidity with $4.1 Billion in cash. How can you be bankrupt with four billion dollars in the bank? Simple. You owe more than...