Airline Customer Service Sharecropping. Forgetting The Passenger To Save Money.

Invest the next nine minutes to get insight into the #1 potential generator of unwarranted and clumsy regulatory intervention.

Do a web search. Lots of incidents of customer service failures in airport customer service, generating days of unearned media coverage. Airlines spend tens of millions on advanced IT systems to process passengers efficiently. Unfortunately, in too many cases they then contract customer service delivery to unmotivated contract staff. Saves lots of money. Nothing like turning your passengers over to folks with no long-term interest in the airline's service.