Here are some of the results of Zagat’s 2009 Airline Survey covering 16 domestic and 73 international airlines, as well as 30 domestic airports. The survey incorporates the opinions of 5,895 frequent fliers and travel professionals.
Every so often it is nice to see what the industry side of the airline business is being taught. In terms of customer service, the Human Resiliency Institute at Fordham is one of the top trainers of airport personnel for airlines. It has incorporated four resiliency traits — adaptability, engagement, optimism and pro action — into its Resiliency Edge curriculum to help airport and airline employees manage their pressures more effectively.
Here is the Institute’s release about using those same traits to help improve service on both sides of the counter.
What we’re reading: US Airways defers new planes, Schumer proposed FF rules, TSA looks at maintenance facility security
US Airways completes its third move to lower costs for survival
After swapping slots with Delta between La Guardia and Regan National and negotiating new agreements with credit card companies regarding use of frequent flier miles, US Airways has deferred delivery of new aircraft for three years. These moves will allow the airline to conserve cash. Passengers will be faced with older equipment for at least the next three years.
The deferrals will lower US’s aircraft capital expenditures by around $2.5 billion over the next three years. Executive VP and CFO Derek Kerr said the carrier will take delivery of two A320s and two A330s in 2010 and an additional 24 A320 family aircraft in 2011 and 2012. “We have financing commitments for all 28 aircraft and believe this is a more manageable delivery rate given the current economic environment,” he said. The deferred aircraft will begin delivering in 2013.