In August 2016, I wrote this blog post: Is This Any Way To Run An Airline?
Again this weekend, we see British Airways has had an horrible weekend due to their computer systems being down impacting customers world-wide. CEO Alex Cruz offered the following statement:
“I know this has been a horrible time for customers” who have missed holiday travel and been stranded on planes, separated from luggage and stuck in lines while seeking information. On behalf of everyone at British Airways, I want to apologize for the fact that you’ve had to go through these very trying experiences.”
This same calamity can impact any airline at any time without warning: United, American, Delta, Southwest, et. al. have all faced similar catastrophes at least once in the last couple of years.
The British Airways CEO should have added:
“This is going to continue to be a vulnerability for all customers of any airline. It is too costly to fix this so we’re not even going to try. While I’m sorry for your inconvenience, all you can expect from me is a hollow apology. We’ll do what we are required to do by law. Good luck!”
Thought For The Week:
“In the middle of difficulty lies opportunity” – Albert Einstein
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Dave Gardner is a management consultant, speaker, blogger and author based in Silicon Valley. He's been in the front row for the birth and evolution of Silicon Valley, the innovation capital of the world. Since 1992, Dave Gardner has focused on making the complex simple around people, process and technology. He can be reached through his website, www.DaveGardner.biz, or via phone at +1 408-475-7068.