Brett
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72 Hours with Hawaiian Airlines: The Honolulu International Airport Modernization Plan
Just about every person I met with during my visit to Hawaiian brought up the Honolulu International Airport modernization plan. This is…
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Cranky on the Web (July 14 – 18)
Understanding the Value of Social Media at Airports for Customer Engagement – Transportation Research Board I was one of the panelists who…
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Topic of the Week: Does JetBlue’s Automatic Check-In Matter?
JetBlue announced last week that it is going to put an end to the practice of making people check-in. At launch, anyone…
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Lufthansa Focuses on Low Cost, Takes a Page Out Of United’s 2003 Playbook
You might think Germans would just be spending this week basking in the glow of their World Cup victory, but that’s not…
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72 Hours with Hawaiian: Meeting with Execs, Flying ‘Ohana by Hawaiian
After my abbreviated interview with Hawaiian President and CEO Mark Dunkerley, it was time to move on. Next up was Peter Ingram,…
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72 Hours With Hawaiian: Across the Aisle From President and CEO Mark Dunkerley
My day started with an interview with President and CEO Mark Dunkerley. But when Mark walked in the door, something didn’t seem…
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Topic of the Week: WestJet Goes Widebody
First those crazy Canucks decided to get turboprops. Now it’s time for WestJet to get widebodies. Next year you’ll see them flying…
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Blaming United’s Problems on Continental (or Vice Versa) is Exactly the Problem
The talk of the US airline industry these days is all about one thing… what’s wrong with United? The airline is underperforming…
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72 Hours with Hawaiian: A Unique Headquarters Setup, Flying Hawaiian’s Very First Airplane
I left off in Part 1 yesterday as I stepped off the airplane into the warm Honolulu sunshine. After a brief ride,…
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72 Hours with Hawaiian: Flying to Honolulu in Extra Comfort
There is probably no other airline in the United States that takes its home culture more seriously than Hawaiian Airlines. With 85…
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Cranky on the Web (June 30 – July 4)
Pre Flight Goes Avant Garde – apex experience The Airline Passenger Experience Association magazine has been revamped, and I’m back writing for…
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This, United, is Why People Hate Airlines (Tales From the Field)
It’s time for another Cranky Concierge client story, and this one is ugly. It’s a long read, so let me sum it…