there is so much more to be learned about the lives and souls involved when a big company shuts down. As always in America, the quality of people and the care they foster comes into view when the crap hits the fan. One way or another a huge statement is made. It's about People doggonit and not these stinkin lawyers and creditors
Wow! I am so impressed with the pilots and employees for stepping up to the plate. Great job!
It amazes me when companies are so busy "following the rules" that they miss the whole point of customer service. If they had given the refund right away, it would not have turned into any PR for them, but they would not be dealing with the backlash they are dealing with now. While it would not have turned into an "formal" PR had they just given the refund, it would have resulted in positive "word of mouth" advertising, which is invaluable in any business.
Do people in management ever look at the WHOLE picture? Apparently not!
The CEO probably needed to spend another day on vacation in a $3000 a night hotel so unfortunately the co. could not refund the money because he needed it. Cmon, can't you people understand how rough that would be for him?
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