Jan Carlson, the man who turned Scandinavian airlines around, did so in part by authorizing any agent to spend $2,000 to solve a customer’s problem - even if it meant booking them on another airline. And those were 1975 dollars. He explained quite eloquently in his book, Moments of Truth, that customer loyalty begins with demonstrations that you care about their problems - not your quickness to deny responsibility. In fact, most travelers wouldn’t say things like, “I’ll never fly United Airlines again,” if they only felt as if the person behind the counter gave a damn about their problem.

My silent treatment agent could have put me and about 19 more people in my predicament up for the night for about $2,000. Jet A is reasonably priced these days. The president is capping executive compensation. Yet, she and her airline failed their moment of truth with me, just like they did with the customer who only wanted to select a seat. Why? Because they’re paying an unbelievable burden in union pensions? Nobody saw that coming?

When times are tough, it’s time to bring pretzels and sodas into the waiting areas - maybe a Mariachi band or a mime. Airlines pioneered the concepts of feeding and entertaining customers to keep them happy. Now, especially during these challenging times, is when these customer-bonding techniques would buy the most customer loyalty. Instead, their policies pit beleaguered employees against passengers that aren't lavishly compensated executives.

“Where would the money come from to bring back pretzels?” you ask. Probably not from the retirement benefits that are crippling airlines, just like they are bankrupting auto manufacturers and city, county, state and federal agencies. How about, contributions from executive compensation packages? There’s the ticket.

From a public perception standpoint, I predict a great deal of pure, unadulterated hatred and vitriol toward executive compensation could be mitigated if it could be associated with even a modicum of concern for the suckers on the short end: the customers.

Some people get it. I predict Southwest (LUV), for example, will use some of its profits to advertise on Northwest's vertical stabilizers.



In memory of our fallen friend and trusted colleague, Bennet Sedacca, 100% of the donations made to the RP Foundation through April will be channeled to philanthropic endeavors consistent with the RP mission, working closely with the Sedacca clan in the distribution of those funds. We thank you kindly for your support as we strive to effect positve change in the lives of children.