Results of a company survey among corporate travelers using his company's services revealed that although well over 90 percent deemed punctuality of flight departure and speed of clearing security checks were most important, both received lower ratings than a year ago
Results of a company survey among corporate travelers using his company's services revealed that although well over 90 percent deemed punctuality of flight departure and speed of clearing security checks were most important, both received lower ratings than a year ago. On the other hand, respondents noted that shopping and restaurant services have been significantly upgraded, although few frequent travelers placed great importance on that: "Can it be a coincidence that there is more profit to be made for airports in shopping, eating and drinking than in getting travelers through the airport as quickly as possible?"
— Jonathan French
Brand Director
Priority Pass
Describing the turnaround of Malaysia Airlines "from the brink of bankruptcy to record breaking profits," in McKinsey Quarterly, November 2008: "At the start of a turnaround journey, a company is not a democracy. You can't empower people or ask everybody what they think. You have to be directive, brave enough to set the course. How many generals do you need to win a battle? One. But once results begin to appear and new leaders begin to learn, you must be ready to let go and empower them. ... this organization is now very good at rigorous analysis. When I joined, that was sadly missing. People did cursory analysis, and I mean
cursory. Today, people really get into the analysis and bring back fact-based work. A cultural change has taken place. This is no longer a culture where if you don't agree with someone, you keep quiet about it. We now have a culture where people will speak up and disagree."
— Idris Jala
CEO
Malaysia Airlines
Forewarning employees of capacity cutbacks to be announced within a few hours of their being told: "Once again, Delta must take the necessary steps to adjust our business accordingly and make certain seat capacity meets customer demand. These economic hurdles are difficult, and we remain committed to building our company on a durable financial foundation with industry-leading liquidity. Remember that speed wins so we will be decisive and not delay. As Rules of the Road states, 'Speed in execution is the difference between success and failure.'"
— Richard Anderson, CEO
Edward H. Bastian, President
Delta Air Lines