Why Southwest Is a Model for Brands in Times of Crisis

Posted by Kunal Shah on Wed, Apr 25, 2018

As novelist James Lane Allen famously said, “Adversity doesn’t build character, it reveals it.” How better to exemplify this than the way that Southwest Airlines handled the tragic engine failure last week. What could have been (and most certainly would have been for many other companies) a nightmare PR issue miraculously turned into an event that strengthened the company’s brand and solidified the loyalty and strong reputation it commands.


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Airline Mobile Apps: Going Beyond the Basics

Posted by Paresh Bhandari on Mon, Mar 12, 2018

Last year, I traveled to eight countries on 10 different airlines. My friends often ask why I travel with different airlines and don’t accumulate miles on one airline or group. For me, it’s about the experience. I prefer traveling on a variety of airlines because I love exploring the different experiences they have to offer. Throughout 2017, every airline offered me a unique experience in terms of flight booking, online check-in, in-flight amenities and sharing feedback.


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The United Incentive Lottery: What Went Wrong

Posted by Glenn Hollister on Tue, Mar 06, 2018

It’s notoriously difficult to develop meaningful incentive plans for airlines. We just had an unusual, and unusually public, display of that difficulty with United’s aborted attempt at switching its employee incentive program to a lottery system.


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Have We Reached Peak ME3?

Posted by Glenn Hollister on Tue, Nov 14, 2017

I just completed a trip to India on Etihad Airlines, which reminded me of how good the service is on the Middle East 3 (ME3) airlines: Emirates Airlines, Etihad Airways and Qatar Airways. It’s the kind of service once lauded in an Emirates ad with Jennifer Aniston, where the actress has a nightmare that she’s on a plane with no shower and no cocktail lounge, only to wake up on a luxurious Emirates plane, which, of course, has both.


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What Airlines Can Learn From the Hotel Industry

Posted by Glenn Hollister on Wed, Oct 25, 2017

While traveling for work recently, I noticed a basket on the counter in the men's room of an office building that held some hard candies and disposable toothbrushes, sitting next to a large bottle of mouthwash with small disposable cups. While the supplies were pretty unremarkable, that restroom is the one that employment candidates use before their interviews for a well-known hotel company. The company provided those supplies to help candidates feel as ready as they can for their interviews.  


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