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Cranky on the Web (July 14 – 18)
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Understanding the Value of Social Media at Airports for Customer Engagement – Transportation Research Board I was one of the panelists who oversaw the creation of this report. It was a long process that ultimately…
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Topic of the Week: Does JetBlue’s Automatic Check-In Matter?
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JetBlue announced last week that it is going to put an end to the practice of making people check-in. At launch, anyone on a domestic itinerary sitting in Even More Space seats will be automatically…
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Lufthansa Focuses on Low Cost, Takes a Page Out Of United’s 2003 Playbook
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You might think Germans would just be spending this week basking in the glow of their World Cup victory, but that’s not the case at Lufthansa. In a stilted press release, Lufthansa laid out its…
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72 Hours with Hawaiian: Meeting with Execs, Flying ‘Ohana by Hawaiian
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After my abbreviated interview with Hawaiian President and CEO Mark Dunkerley, it was time to move on. Next up was Peter Ingram, Chief Commercial Officer. I first met Peter a couple years back when I…
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72 Hours With Hawaiian: Across the Aisle From President and CEO Mark Dunkerley
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My day started with an interview with President and CEO Mark Dunkerley. But when Mark walked in the door, something didn’t seem quite right. He was red, swollen, and clearly not feeling all that well.…
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Topic of the Week: WestJet Goes Widebody
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First those crazy Canucks decided to get turboprops. Now it’s time for WestJet to get widebodies. Next year you’ll see them flying from Canada to Hawai’i and then… who knows where. What do you think?…
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Blaming United’s Problems on Continental (or Vice Versa) is Exactly the Problem
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The talk of the US airline industry these days is all about one thing… what’s wrong with United? The airline is underperforming financially and operationally, without question, and has not been able to take advantage…
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72 Hours with Hawaiian: A Unique Headquarters Setup, Flying Hawaiian’s Very First Airplane
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I left off in Part 1 yesterday as I stepped off the airplane into the warm Honolulu sunshine. After a brief ride, I was at Hawaiian’s headquarters building. [Disclosure: Hawaiian paid for my flights and…
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72 Hours with Hawaiian: Flying to Honolulu in Extra Comfort
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There is probably no other airline in the United States that takes its home culture more seriously than Hawaiian Airlines. With 85 years under its belt, Hawaiian had always been one of those carriers that…
