Airline industry

Researchers found that service agents yield better results when they use warm language to start and end conversations, focusing on problem-solving in the middle.

Lessons in enterprise AR’s potential from China Southern Airlines.

The airline had to adapt to a seemingly endless series of dire, pandemic-related challenges.

Eighteen months into the pandemic, a panel of experts discuss what’s changed, whether the bailouts were misspent, and if business travel is ever coming back.

Frequent flyer miles can incentivize passengers not to use some high-cost services.

The pandemic has cast a spotlight on a historically undervalued asset.

A study explored the link between safety and profitability.

He showed that companies can create economic value based on human values.

Interoperability matters.

Let the market rule instead.

Precision discounting can benefit both companies and customers.

When investors own multiple companies in the same industry, competition suffers.

When companies are blocked from moving upmarket, entire industries stagnate.

The struggle to do more with less.

It invests time in finding them.

The Idea: Unconventional moves—from employee profit-sharing to the purchase of an oil refinery—have made the U.S. carrier an industry leader again. At Delta we understand the perils of the traditional airline business model. The industry has in recent decades been known for short-term thinking, destructive decision making, and poor employee relations. However, in 2007, after […]

If only they had decided to access it — for just $10 a flight.

Airlines are profitable again. What’s going on?

Near the beginning of the complaint that the Justice Department, five states, and the District of Columbia filed this week in an attempt to halt the merger of US Airways and American Airlines is a sentence that cannot help but make a person stop and think. “Since 1978,” the assembled attorneys write, “the nation has […]

The travel industry is particularly bad when it comes to keeping customers informed.