American Airlines Is Quietly Doing Something That May Appall Customers
No, not “Can this world survive another year?” Nor even “Will we ever all get along?” Instead, it’s been this: “What on earth is going on inside airlines?” Too many stories of abject customer despair keep emerging for anyone to think airline managements fully know what they’re perpetrating. Or even partly. Yet two separate elements have fused in my mind to make the question sliver in my entrails yet again....