Business Services Industry
Northwest Airlines Aims to Repair Customer Service, Labor Relations.
Knight Ridder/Tribune Business News, April, 1999 by Torbenson, Eric
Knight Ridder/Tribune Business News
Apr. 11 -- Northwest Airlines' new chief operating officer, Richard Anderson, doesn't need his bookish wire-rimmed spectacles to see his airline is looking up at its peers when it comes to serving customers.
In the game scored by on-time statistics and customer complaint tallies, Northwest has dropped from the front of the pack to the back in just more than two years.
But Anderson has a plan.
Northwest is changing the way it flies, giving its planes a better chance of leaving on time. It's adding more bodies to staff its busy hubs and more spare planes to cut down on canceled flights.
The Eagan-based carrier has filched a few passenger-friendly ideas from alliance partner Continental...
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