Voice of the Customer: Newsweek Blog Scopes Out Readers on Best, Worst Airlines
With this post, I begin a two-part mashup in order to make some points about leadership, employee relations, and service culture within the airline industry. I’ve touched upon this before, but my take on it this time introduces some new material; i.e., the observations of customers of two airlines (Southwest and United) in a recent Newsweek blog piece. This is part 1; let’s get started:
Last week, Newsweek’s Budget Travel blog invited its readers to weigh in with their perceptions of who the best and and worst airlines in the industry are. Have a look; there’s nothing scientific about the responses of course, but I thought it might be fun to quantify and summarize the results a bit, in a little “back-of-the-envelope” analysis that turned out to be pretty interesting.
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Tale of the Tagues: An Airline Story, Part 1
When John P. Tague was promoted by United Airlines CEO Glenn Tilton to the post of President last month, it signaled an ironic rise in the career of an executive who may have been instrumental in the downward spirals of four failed airlines.
John Tague, born in 1961, is the son of Irving T. Tague, a memorable figure in U.S. aviation history who got his start as a Pan Am ramp worker in Alaska and was well-known later for leadership at three legendary U.S. carriers: Pan American, Hughes Airwest, and Midway Airlines.
Irving Tague worked his way up through the management ranks at Pan Am, eventually establishing himself as a master planner, scheduler, and economic analyst. While at Pan Am in the early 1970s, Tague’s skills as an operations manager were evident to principals from the aviation consulting firm of Simat, Helliesen, and Eichner (SH&E), who at the time also had billionaire businessman Howard Hughes as their client.
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