"Each time I delve into airline operations, and I work on that a lot, I’m reminded of the importance of managing and motivating the workforce. We get focused on weather issues, antiquated air-traffic control equipment, airport congestion, spare parts and baggage belts — and all that is important. But the biggest issue in airline performance boils down to airline employees. It’s always that way.
Frequent travelers know this, sometimes better than airline executives themselves. Travelers must live with the employees and their frustrations, failings and fractures. The traveler is the one who’s told “No” for no good reason at all, and the traveler doesn’t even get a sincere apology when left stranded someplace far from home, and the traveler who can’t find anyone to help locate a bag or check on a flight."
http://blogs.wsj.com/middleseat/2008/07/22/how-to-run-a-better-airline/?mod=msn_money_ticker
