Clueless Airlines

ByRon Wilder

Examples of clueless marketers at Seth's Blog: Clueless. Amazing how penny-wise, pound-foolish companies are when it comes to service.

Airlines are one of the best examples of this problem. I just flew back from a workshop in Connecticut, flying from Providence through Charlotte to Raleigh. Summer storms in the northeast caused all sorts of havoc on schedules — yet the airlines have cut back on gate agents so significantly that they cannot handle the slightest glitch. Kiosks are nice, but when things go wrong, they can't help you.

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