July 29th, 2008
Traveling Blues
As I write this, I’m preparing for a business trip (what again?) and thinking about how much customer service has declined in the U.S. airline industry. Part of this decline can certainly be attributed the steps the airlines have taken to deal with rapidly growing fuel prices. Part of it can be attributed to bad planning. Part of it can be attributed to process TSA is using to screen travelers. Part of it is the belief that some in the airline industry have that they’re the only game in town and travelers must simply put up with it.
Bill Baker, a good friend and CEO of Baker Communications group, recently published a scathing review of JetBlue in a post titled “Journey’s end: Recovering from the JetBlue blues” on his blog.
I’ve had similar experiences on Delta and U.S. Airways and have begun to travel using other means when and wherever possible. I’m sure you’d enjoy seeing me ride up to a conference hotel on my motorcycle!
Have you had similar experiences?
Daniel Kusnetzky is a member of the senior management team of The 451 Group. He is responsible for research and publications on a broad array of technology topics. He examines emerging technology trends, vendor strategies, research and development issues, and end-user integration requirements. You can follow Dan on Twitter. See his full profile and disclosure of his industry affiliations.
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