In the Trenches: Choosing Our Tone With Unhappy Customers – Intuit Small Business Blog
Every business has unhappy customers from time to time, but sometimes it doesn’t make any sense. With those, I have a hard time finding the right tone.
Category: Mergers/Finance
I didn’t get into specifics in my post about the US Department of Justice (DOJ) filing suit to block the American/US Airways merger yesterday, but today it’s time to dig in.
In the 56-page complaint filed by DOJ, there is an attempt to show … Read the post
The shock of the year was delivered yesterday when the US Department of Justice (DOJ) announced that it was suing to stop the merger between American and US Airways from going ahead. While I think everyone figured that there would be some concessions required at slot-restricted Washington/National airport, nobody predicted … Read the post
Over the last week or so, we’ve seen announcements from just about everyone in the new American/US Airways leadership team talking about who will report directly to each of them. While the initial leadership team was primarily made up of US Airways folks, the split is now much more even … Read the post
I’m excited to announce that I’ve been named to the Conde Nast Traveler Top Travel Specialist list for 2013 for urgent airline assistance. That makes 3 years in row.
Mythbusting: Why’d They Cancel My Favorite Flight? It’s Always Full! – Conde Nast Daily Traveler
This … Read the post
Over the last couple weeks, there has been a lot of talk about how the American-US Airways merger is a bad idea. Much of this is just political posturing as the feds review the case, but some in the media are putting out their negative feelings by using strange assumptions … Read the post
Word out of Hawai’i is that Larry Ellison, multi-billionaire CEO of Oracle, isn’t content with just having bought most of the island of Lanai and interisland carrier Island Air. Now he’s interested in buying another interisland carrier, go! to expand his empire. One can only wonder… what the heck is … Read the post
American and US Airways leaders were on Capitol Hill this week talking about the virtues of the merger. One area where there has been speculation that the airlines might have to make concessions is at heavily-restricted Washington/National airport. US Airways already holds a majority of slots, and now with American … Read the post
Yesterday, American announced its new post-US Airways merger senior management team, and the result is pretty much as I had expected. Actually, scratch that. It’s as I had hoped it would be. Let me explain what I mean by that.
See, I figured that … Read the post
Yesterday, I posted the first half of my interview with current US Airways CEO Doug Parker. We talked most about employee communication, but today, I post the second half which is more about the customer experience, and what we might expect from the new American Airlines when he takes … Read the post
Last week, I had the chance to interview current US Airways CEO Doug Parker. As we all know, he’ll be running the new American Airlines when the merger closes at some point in the third quarter of this year. It ended up being a good 20 minute conversation, so I … Read the post
Doug Parker Decides ‘Small is Beautiful’ – Doesn’t Want AA-US Merger After Livery Concerns – Gadling
Another April Fools’ post from me. This time, it’s about the end of the US Airways/American merger.
Samoa Air’s Plan to Charge Fliers by Their Weight: Crazy or Crazy … Read the post