Harvard Business

APRIL 12, 2017

By now, many of us have viewed the disturbing video of a bloodied man being dragged off of United Airlines flight 3411 from Chicago to Louisville on Sunday. This incident has thrust the common airline practice of overbooking into the spotlight. This helps the airline keep fares lower and provide more flexibility to passengers.

Airlines 122

Airlines Government Transportation Travel 122

Management Consulted

MARCH 21, 2019

Airline Status Match & Status Match Challenge Options An airline status match … Continue Reading. The post Airline Status Match: A Complete Guide To Status Match Challenge Options appeared first on Management Consulted. Disclaimer: The MC Team is passionate about travel, and writes about stuff we think you’ll like.

Airlines 113

Airlines Travel Consulting Management 113

Harvard Business

OCTOBER 31, 2018

Youngme Moon and Mihir Desai welcome their colleague Ryan Buell to discuss whether airlines deserve their reputation for terrible customer service. They also share other customer service pet peeves, as well as their personal “Customer Experience Picks.” ” Download this podcast.

Airlines 122

Airlines Policies Management 122

Harvard Business

OCTOBER 6, 2021

Eighteen months into the pandemic, a panel of experts discuss what’s changed, whether the bailouts were misspent, and if business travel is ever coming back.

Airlines 172

Airlines Industry Travel Tourism 172

Management Consulted

APRIL 1, 2019

The post Delta American Express Gold – The Gold Standard of Airline Credit Cards? Special Offer Alert: Delta and American Express are offering a limited time welcome bonus of 60,000 Delta miles if you spend $2,000 on purchases within the first 3 months of account opening. Offer is available until April 3, 2019.

Airlines 114

Airlines Consulting Management Travel 114

Harvard Business

JUNE 14, 2021

Frequent flyer miles can incentivize passengers not to use some high-cost services.

Airlines 170

Airlines Travel Strategy Strategy& 170

Management Consulted

FEBRUARY 6, 2019

Premier airline status. More than Christmas, New Years, Hanukkah, and Kwanzaa combined, airline status brings joy to many consultants each year (usually in December.) The post Airline Status Stacking: How I’m getting status on American, Delta, and Southwest appeared first on Management Consulted. The consultant’s holy grail.

Airlines 100

Airlines Consulting Management Travel 100

The Crazy Lives of Consultants

OCTOBER 21, 2013

The airline business is like nothing on earth, and airline people are some of the most common interactions we consultants have. Aircraft - This is one of the most common words to escape from the lips of airline people. But no one outside the airline industry says aircraft. Airline personnel have mastered passive voice!

Airlines 81

Airlines Operations Travel Engineering 81

Harvard Business

AUGUST 23, 2024

The authors of this article present research findings from their analysis of data describing over 29,000 unique loyalty points earning and spending transactions made during two recent years by 500 airline loyalty program consumers.

Research 251

Research Airlines Analysis Financial 251

Melissa Agnes

MARCH 18, 2014

As part of my contribution to the Agnes + Day team I have the opportunity to share with you developments around the world relating to protecting the privacy of all people when they either voluntarily or out of necessity, like purchasing an airline ticket, provide their personal and private information via digital platforms.

Airlines 102

Airlines Case Study Case Studies Data 102

Melissa Agnes

SEPTEMBER 21, 2014

Malaysia Airlines has suffered through two devastating and traumatic crises this year. These are two major crises, ultimate nightmares for any airline, and Malaysia Airlines faced both within months from one another. How culture, both organizational and national, impacted Malaysia Airlines’s crisis communication.

Airlines 84

Airlines Management Risk Analysis Analysis 84

Harvard Business

OCTOBER 24, 2023

This article describes how German automaker BMW and European airline Air France have developed new approaches to managing large projects aimed at creating fundamentally new products, ideas or that profoundly alter human behaviors.

Management 241

Management Airlines Productivity Development 241

BCG

AUGUST 31, 2016

Airlines need to get personal with their customers. If other companies can offer a customized experience, why can’t a hotel or an airline? But there is a risk here as well: if airlines fail to act, deep-pocketed tech giants—which have already established strong footholds in travel—or well-funded startups may do so instead.

Airlines 75

Airlines Travel Hotels Survey 75

Harvard Business

SEPTEMBER 7, 2021

How did CEO Doug Parker successfully merge US Airways and American Airlines?

Airlines 91

Airlines How To Operations Government 91

Melissa Agnes

APRIL 11, 2017

When a passenger was physically and brutally dragged from his seat aboard United Airlines’s flight 3411 earlier this week – and when the footage of this scene went viral around the globe – the airline’s crisis response was shameful on multiple levels. The post United Airlines, What Were You Thinking?

Airlines 64

Airlines Video Management Marketing 64

Management Consulted

JANUARY 22, 2019

Attention frequent business travelers: the next time you board a Delta Airlines flight, your experience will be drastically different. On January 23, you’ll see a substantial Delta boarding zones change that is sure to rankle frequent business travelers, and quite … Continue Reading.

Travel 183

Travel Airlines Consulting Management 183

MishTalk

JANUARY 23, 2014

In an effort to get money out of Venezuela, airline ticket sales had been booked solid for months. One airline cancelled all flights. Venezuelan bonds plunged to the lowest in more than two years after the government announced the latest partial devaluation of the bolivar, this time for airlines and foreign direct investment.

Airlines 76

Airlines Travel Government Transportation 76

Melissa Agnes

SEPTEMBER 30, 2016

The post Are Airlines Being Descriptive Enough in their Galaxy Note 7 Warning? Take a look: How descriptive do you think one’s crisis management message should be? Comment below or use the hashtag #crisisready on Twitter and let’s continue this conversation! appeared first on Melissa Agnes - Crisis Management Keynote Speaker.

Airlines 78

Airlines Video Course Management 78

Harvard Business

MARCH 3, 2017

American Airlines and United Airlines recently joined Delta in offering passengers a lower-priced option to fly: basic economy. At first blush, it’s difficult to see how a further degradation of airline service can enhance profits and attract customers. Want to save a couple of bucks on your next flight?

Airlines 70

Airlines Travel Fashion Productivity 70

Harvard Business

FEBRUARY 12, 2025

A 2023 case study of the airline’s talent strategy.

Airlines 116

Airlines Case Studies Case Study Talent 116

Harvard Business

APRIL 2, 2021

The pandemic has cast a spotlight on a historically undervalued asset.

Airlines 91

Airlines Operations Management 91

Harvard Business

JANUARY 16, 2018

Using data from Twitter (where one of us works), we designed an experiment to study customer service interactions in two industries that generate a significant number of customer service complaints: airlines and wireless carriers. This extra $9 can be thought of as incremental brand value the airline has gained in the customer’s mind.

Wireless 133

Wireless Airlines Exercises Survey 133

Melissa Agnes

MARCH 13, 2014

By now, we’ve all heard of the terrible crisis Malaysia Airlines is facing with flight MH370 appearing to have vanished out of thin air with over 200 passengers and crew members aboard. It’s an unthinkable situation, though one that every airline needs to be prepared to properly manage at any given time.

Airlines 111

Airlines Case Studies Case Study Media 111

Harvard Business

MAY 17, 2017

The airline industry is a cautionary tale of what happens when companies emulate new business models without bringing over the associated mental models. For over 40 years, Southwest Airlines has been a disruptive force in the airline industry, creating an entirely new category and a record 43 consecutive years of profitability.

Airlines 134

Airlines Strategy Strategy& Strategy 134

Consultant Ninja

SEPTEMBER 8, 2009

2010-Present: Off the road 2009 Stats: Airline Miles: 24,902 Nights away from home: 73 (of 216: 34% of nights) AMEX Charges: $21,220 2008 Stats: Airline miles: 87,589 Nights away from home: 159 (of 365: 43.6% Subscribe to: Post Comments (Atom). Tuesday, September 8, 2009. I am a strategy consultant at. of nights) AMEX Charges: $83,296.

Oliver Wyman 138

Oliver Wyman Consulting Management Airlines 138

Steve Shu Consulting

APRIL 29, 2017

Get airline status so that you can board planes as soon as possible (e.g., purchase airline credit card if necessary). I tried to quickly reflect on lifehacks that really helped me in my first year so that other, new consultants might benefit from my learnings. Plan your weekends at least one week in advance.

Consulting 150

Consulting Management Airlines Development 150

Consultant Ninja

SEPTEMBER 27, 2010

They don't seem to have a miles program of their own, but you can accrue airline miles. They don't seem to have a miles program of their own, but you can accrue airline miles.Good Article. There's also Points.com. You can even swap points here. BTW can anyone tell me how to get Avis miles? October 10, 2010 at 10:40 AM.

Consulting 147

Consulting Oliver Wyman Management Airlines 147

Seth Godin Blog

JUNE 12, 2021

The airlines benefit when they offer fewer and fewer seats as a percentage of available points floating around, because then people are pushed to either ignore their miles or settle for something less than they expected. I think it’s pretty clear that as the points economy has gotten into the billions, the answer is yes.

Airlines 46

Airlines 46

Management Consulted

APRIL 17, 2019

The Delta status match is a great way to take advantage of airline competition. It allows you to leverage your status on another airline for Delta perks. Established airlines face increasingly fierce competition as new competitors continue to emerge, driving … Continue Reading.

Airlines 100

Airlines Consulting Management Travel 100

BCG

SEPTEMBER 21, 2016

In the airline business, one late aircraft early in the morning can lead to more than 70 delayed planes later in the day. Airlines have a tough time getting their arms around OTP and how to manage it—with good reason. Article Wednesday, September 21, 2016. Sometimes it pays to sweat the small stuff. Take on-time performance (OTP).

Airlines 40

Airlines Turnaround Operations Financial 40

BCG

AUGUST 17, 2016

Over the past 15 years, Europe’s full-service airlines have flown through turbulent skies as they generally failed to adapt to an increasingly price-competitive short-haul market. The financial, regulatory, and political barriers to various strategic scenarios will determine the exact nature of each airline’s options.

Airlines 40

Airlines Industry Agile Analysis 40

Harvard Business

APRIL 19, 2017

A case in point is the recent United Airlines public relations fiasco that resulted when security personnel forcibly removed a ticketed customer from his plane seat to make room for one of its employees. Honor customers’ “perceived contract,” not the company’s legal contract.

Company 126

Company Airlines Hotels Sports 126

Tom Spencer

APRIL 25, 2025

United Airlines famously failed to get buy-in from flight attendants to support its strategy of overbooking flights. Without alignment across stakeholders, even the best ideas can stall. Engagement isnt just about communication; its about creating shared accountability and purpose.

Resources 88

Resources Strategy Strategy& Strategy 88

Melissa Agnes

APRIL 15, 2014

Although some may say this is good publicity, I can bet that senior management over at the airline is in entire disagreement – as are TONS of their customers. Why is it so often that we find airlines at the heart of published gaffes and thoughtless (with major repercussions) posts to social media?

Airlines 97

Airlines Case Studies Case Study Media 97

Harvard Business

MARCH 21, 2019

A study explored the link between safety and profitability.

Airlines 70

Airlines Research Study Transportation 70

Melissa Agnes

OCTOBER 23, 2018

These leading airlines showcase the power of focusing on the details of experience. The airline industry is tough. And yet, there are some airlines out there that just simply get it. And yet, there are some airlines out there that just simply get it. About this episode. Connect with Shashank on LinkedIn.

Airlines 40

Airlines Strategy Strategy& Strategy 40

Harvard Business

APRIL 14, 2017

United Airlines is pledging to train its workers better to ensure that “ employees are prepared and empowered to put our customers first ” in the wake of a video showing a passenger being dragged from a plane. It’s a new turn in what has been a PR disaster for the company. The public reacted to the video with horror.

Company 125

Company Airlines Video Media 125