Tag: American Airlines
Don’t Lie to Your Customer About Scores or Seats (or Anything)
Back in 2014, I wrote a blog post about being annoyed by companies pressuring you to give good customer service scores in surveys:
https://www.leanblog.org/2014/05/when-begging-for-customer-service-scores-hurts-customer-service/
I wondered...
The Power of Explaining Why When Asking Passengers to Wear Masks
So after my bad experience with American Airlines during Covid-19, I decided to try flying Delta when I had to go back to Orlando...
Iterating or Improving vs. Doing It Right the First Time
tl;dr: Lean encourages learning and iteration, but PDSA is not a license to roll out poorly tested, customer-facing changes and promise to "fix them...
Follow Up: American Airlines Actually Error Proofed This!
You might recall my post from July 2012 ("I Wish American Airlines Would Error Proof This on Their Website") where I pointed out how easy...
Can Data Really Prove a “Sick Out”? What Process Behavior Charts...
TL;DR: Headlines and two-point comparisons can't prove a "sick out." This post shows how Process Behavior Charts (PBCs) help distinguish real signals from normal...
I Wish American Airlines Would Error Proof This on Their Website
As a frequent flyer on American Airlines, I often have five or six itineraries booked at a time. Unfortunately, the poor design of the American Airlines website includes the risk that I might cancel the wrong itinerary and flight. The Lean principle of mistake proofing would go a long way... and I'm sure a simple bit of programming could easily alleviate this risk.
American Airlines and Employee Input
NPR : American Airlines 'Insources' Maintenance Work
Thanks to my friend Amber for passing this along. It's too bad that management can't empower the customer-facing...
