Business Services Industry
Survey Finds Airline Customer Service Improved for Second Year in Row.
Knight Ridder/Tribune Business News, June, 2003
By Martin J. Moylan, Saint Paul Pioneer Press, Minn. Knight Ridder/Tribune Business News
Jun. 8--Dave Yost knows what can happen when travelers get caught in the crossfire of a battle -- between airline management and labor.
A frequent business traveler, he especially remembers the troubles Eagan-based Northwest Airlines had in 1998. First, there were all the flight cancellations that the airline blamed on a work slowdown by mechanics. Then came the pilots' strike later that year that grounded the carrier for two weeks.
So how's customer service these days at Northwest and other airlines, which have jettisoned tens of thousands of workers and are squeezing remaining employees for billions of dollars in wage and benefit givebacks?...
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